Objectives

The primary objectives of this tender are to appoint a service provider that can deliver reliable and consistent travel reservation management services to the Department of Water and Sanitation (DWS) Eastern Cape Provincial Office and Area Offices. The service provider should achieve significant cost savings, ensure high traveler satisfaction, contain departmental risks, and provide dedicated support to priority offices such as the VOCMA Board.

Scope

The scope encompasses providing comprehensive travel management services including:

• Booking and managing domestic, regional, and international air travel, accommodation, car rentals, shuttle services, and other ground transportation.
• Handling visa assistance, foreign exchange, and travel insurance arrangements.
• Providing after-hours, emergency, VIP, and executive travel services.
• Managing reservations, cancellations, changes, and group bookings.
• Consolidating invoices, managing third-party service providers, and ensuring timely payments.
• Implementing cost containment measures aligned with government policies.
• Providing management information, reports, and performance reviews.
• Offering value-added services such as travel alerts, health warnings, and destination information.
• Ensuring confidentiality, compliance with policies, and quality service delivery over a contract period of 36 months.

Technical Requirements

The technical requirements include:

• Membership with the International Air Travel Association (IATA).
• Provision of a detailed travel management plan demonstrating understanding of DWS needs, approach, and methodology.
• Implementation of an online booking tool for domestic travel where applicable.
• Capability to handle high transaction volumes across various travel categories with accurate and timely processing.
• Provision of management reports, SLA monitoring, and performance metrics.
• Secure handling of data and confidentiality of all travel arrangements.
• Ability to manage after-hours, emergency, VIP, and special service requests efficiently.
• Compliance with legislative, procurement, tax, and industry standards.

Skills Requirements

The successful bidder must demonstrate:

• Extensive experience in travel management services, supported by reference letters and company profile indicating years of operation and successful similar engagements.
• Membership with relevant industry bodies such as IATA and ASATA, with proof of certification.
• Financial stability evidenced by audited financial statements and financial capability to meet obligations.
• Technical expertise in travel booking systems, management information, and reporting tools.
• Qualified personnel including senior, intermediate, and junior consultants, travel managers, finance managers, and administrative staff.
• Proven ability to deliver value-added services, manage costs, and ensure compliance with government policies and standards.
• Strong communication, customer service, and complaint management skills to ensure high traveler satisfaction.