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HomeMy WebLinkAboutRESPONSE - RFP - P687 TRAVEL MANAGEMENT SERVICES (3).P 0 Response to Request for Proposal Proposal No. P-687 presented to: The City of Fort Collins July 23, 1998 Profession frraVol carparati®n Managing Travel AS You Manage Bwanetiti e i I REFERENCES References Sue Little Executive Assistant Platte River Power Authority Phone (970)229-5201 Rick Furrow President Colorado Machinery Phone (970) 482-7154 Dean Brown Dean of Education Colorado State University (970) 491-6869 or 482-0566 Marilyn Heidiger Executive Administrative Assistant Quebecor Printing Phone (970) 962-5111 Debbie Strode Executive Assistant Neenan Company (970)416-3524 Professional Travel The City of Fort Collins Response to Request for Proposal — No P687 June 23, 1998 ARN DESCRII' PION OF SERVICES eSection 3.0: Scope of Work i L�J 177 L u E I "' N I 1- `1 V 3.1 Contractor Requirements !Contractors must have as a minimum, the capabilities listed below. Proposals must ,address the bulleted topics contained within this section. Contractors must be currently, and remain, authorized to provide travel service under the State of Colorado Statewide !Travel Management Program Contractors shall be equipped with necessary office and automated reservation equipment, computer systems and related items necessary to conduct operations to fulfill the contract requirements. Further, contractors must have a system of direct interface between the reservation, ticketing, and accounting elements capable of issuing passenger reports and summary data automatically generated from point -of -sale information ♦ Describe your company's demonstrated ability to provide automated reservation and ticketing services. Provide your company's average response time to requests placed via telephone, fax, and electronic mail. Detail the company's system interface and reporting capabilities. RESERVATIONS City of Fort Collins' travelers will be assured of personal, professional service for all air, rail, car and hotel reservations Professional Travel uses Apollo Focalpotnt reservations system in providing direct access to all major airlines In addition, we also have on-line access to Southwest Airlines through our software program called Southwest Direct Apollo provides last -seat availability on 36 major carriers, more than any other CRS system As a company of Navigant International, we also have access to all other reservation systems as Sabre, Worldspan, etc Focalpoint features IBM PS/2 Model 50 technology The unique F ocalpoint Scriptwriter and Travel Screen modules enable Professional Travel to develop and use a personalized reservation service, and scripts that can be tailored to satisfy City of Fort Collins requirements Our technology provides several quality control mechanisms to ensure that each reservation accurately reflects mandated entries in compliance with your company policy Other Focalpoint features include Profiles Professional Travel builds each profile in Apollo Focalpoint Once profiles are built, each one is printed and reviewed for accuracy Our reservations systems feature the PRO -FILE system, a computer file that stores up to 1:28 lines of information on each traveler In this file, we retain a permanent record of airline seating preferences, special meal requirements, common accounting numbers, billing information, and any other necessary information On the same file we store your company's travel policy These profiles provide a point of reference for the agent taking your calls Furthermore, these profiles are accessible via security link to our Professional Travel 1 The C'ay of Fort Co/lire Response to Request for Proposal — No P687 July 23 1998 it „i '`; DESCRIATION OF SERVICES R I I F M N N Nq 24-hour emergency service See Attachment 2 for a sample of our profile form Profile Exchange The Profile Exchange product is a state-of-the-art off-line profile storage and retrieval system The system stores all traveler information in an industry standard database (SQUServer) These profiles are uploaded to the CRS system Travelers can access, print and change their own profiles from their desktops An optional module allows profile changes via the Internet Links to the popular HR systems are another feature of the Profile Exchange product Charges for Profile Exchange are assessed at the rate of $0 10 per profile per year The profiles in the Profile Exchange product are automatically uploaded and downloaded with the CRS profiles Any changes in the CRS profiles are reflected in the database and changes in the off-line database are ,automatically posted in the CRS profiles Chent/Server A Windows95/NT user interface to the off-line profiles is included with the product Travelers can update, query and print their profiles from their PC -based desktop Travel Screen is an exclusive feature incorporating corporate travel policies as well as travelers' preferences, by applying them to each reservation Scripting allows a travel counselor to be more productive by conveniently automating and customizing the booking process Scripts can be designed to your company's specific needs ResFAX allows a travel counselor to fax critical travel data to your employees in seconds of your traveler's request Once a reservation is in place, the agent can then fax an itinerary confirming all of the specifics This product has proven to be an effective tool in time management for our customers See Attachment 3 Electronic Mad allows your travelers to send, via PC modem, reservation requests and general inquiries Domestic and International Automated Fare Quotes -- Apollo Focalpoint has more than 4 5 million fares that are updated daily RoomMaster -- Apollo Focalpoint's RoomMaster has access to over 119 hotel chains and over 23,000 hotel properties worldwide CarMaster-- This feature provides information and reservation access to 40 rental car companies Spectrum Hotel Directory -- This provides up-to-date information on the exact location of hotels including convenient street maps and points of interest Our reservation products incorporate quality control software that supports your policies, and allows us to automatically transfer significant data Our combination of systems and Professional Travel Response to Request for Proposal — No P687 The City of Fort Collins July 23 1998 .'k •.., Iit�n I Z rl I R, 9 H �, 11 9 c L `''' ,DES,CRIIrT[ON OF SERVIC highly skilled staff guarantees the lowest possible airfare, hotel rates and ground transportation On -Line Booking Professional Travel acts as a systems integrator for many of the emerging booking tools being made available to customers We have watched our competitors embark on a mission to develop proprietary software products — only to abandon the project and adopt off the shelf products Today, with the speed of change it is difficult to develop in house unless it is a core business Therefore, we made a conscious decision to support quality packages that will work for you Our experts can help you select the right application for your business needs Some of the systems with which we have experience are E Travel The centerpiece of the E-Travel system is the Traveler module, which is a series of web pages accessed by each corporate traveler or travel arranger using a web browser The traveler begins the booking process by providing travel planning information, such as origin, destination, dates and times of departure, arrival and return, etc Based upon the information collected from the user, the software queries the global distribution system (GDS) for the available inventory of airlines, hotels and car rental companies The response from the GDS is compared with the preferred suppliers listed in the E-Travel database server, which has been created by the travel agency or corporate' travel manager using the Travel Manager Module The appropriate flight, car and hotel information is then presented to the traveler in the order prescribed by the travel manager or agency The GDS is not dependent upon an airline owned system This eliminates the possibility of bias toward owners The Supervisor/Ticket Administrator module of E Travel displays all details of employee trips for pre -trip approval It provides a comparison of actual trip cost to median equivalent for the same destination Further, it enables review of trip justification and exceptions to policy If a supervisor chooses not to approve a trip, he/she can attach an explanation to the request for retrieval by the traveler, and/or change the ticketing dates to within fare requirements BTS The SABRE BTS software applications interact with a relational database and the SABRE, computer reservation system to access information on availability and fares, as well as corporate travel policies and preferred suppliers SABRE BTS is the complete, integrated product for total travel management, backed by SABRE's more than 20-year heritage as the industry's leader in travel management technology SABRE was originally developed by American Airlines who retains primary interest in the company SABRE has a proven track record of providing value to customers in the travel industry An easy -to -use real-time booking product, BTS's Travel Planner puts control and flexibility into business travelers' hands Booking a trip is as easy as using a daily planner The convenient calendar displays all planned trips at a glance Travelers manage their own travel planning on their PC and, therefore, save time by avoiding long phone calls, callbacks and miscommunications Some key features include Drag and Book - Simply drag the air, car or hotel icons to the calendar and drop on the 7al Travel 3 The Cuy of Fort Colhm to Request for Proposal — No P687 !uh 23 1998 �� Milk DESCRIPTION OF SERVICES I N ,t C] 4 ''I I t' w l desired date to quickly book travel Frequent Trip - For those trips that you take on a regular basis Frequent Trip allows users to instantaneously book similar trips with a simple point and click, completing the transaction in less than a minute BTS includes travel management modules that provide a complete corporate management system ITN �'fC Ae5,f1 17W Asfs, Since May of 1995, over 3 million Internet users have registered with ITN ITN provides online travel technology solutions to other top online travel companies including the some of the world's leading travel agencies, major corporations and Nteb sites ITN was the very first web site on the net to develop a web -based travel reservation system Gallileo recently announced a partnership with ITN to support Apollo making the first fully authorized World Wide Web interface to a national reservation system Real-time airline, car rental and hotel reservations make the technology very easy to use for the purpose of trip planning, whether for business or for leisure Some of the benefits include • The ability to shop for fares on over 300 air carriers internationally • Access to reservations at 33,000 hotel locations around the world Book car rentals with any one of 50 car rental companies • All pricing and availability is real-time information • Corporate customers are encouraged to maintain their business relationship with their chosen travel management companies • Low Fare Search helps to ensure the lowest fare • Access to destination information usually found in guidebooks Users can build and book their travel plans for ticketing by ITN member agencies Because ITN is on the Internet, it is accessible by a large population of online users, including those on America Online, Microsoft Network and Prodigy SERVICE LEVELS Professional Travel uses several methods of evaluation to guarantee our service delivery including telephone monitoring and annual reviews, to evaluate, and reward the performance of our front-line employees, as well as the behind the -scenes staff Annual reviews are used to assess an employee's progress over the past year, and track long-term career goals, while telephone monitoring enables our trainers to assess via computer and telephone, the performance of every agent and provide immediate positive feedback on the session and review for those areas that apply The experience and tenure of our travel counselors and Professional Travel's methods of evaluation are outlined in this section SERVICE GUARANTEES 1 We guarantee the lowest available airfare at time of ticketing or PTC will pay the difference Professional Travel Response to Request for Proposal —No P687 I 4 The City of Fort Collins July 23, 1998 D'ESCRIF ,ION OF SERVICES L' u Y? it i C t t 9 N 9 v i I 3 We guarantee that we will answer 90% of your calls within 30 seconds We guarantee to respond to your callback requests within 30 minutes 4 We guarantee notification to you or your travel arranger of any non- preferred seat assignment and we will continue checking for your preferred seating until day of departure 5 We guarantee notification to you or your travel arranger of flight schedule changes and delays received in our reservation system 6 We guarantee any car and hotel reservation confirmation on your itinerary and if on arrival there is not a record of the reservation, PTC will reimburse your expenses 7 We guarantee that when we issue an electronic ticket we will provide you with a confirmation number If the airline shows no record of the electronic ticket, we will pay for the replacement ticket Industry Expenence We are proud of our retention rate As of year-end 1997, 251/0 of Professional Travel's employees have been with us for 5 years or longer Our domestic travel counselors average 8 years of industry experience, with international travel counselors averaging 15 years Before being hired by Professional Travel, an applicant for our corporate travel team must have at least two years experience in handling high volume corporate travel and an Apollo Focalpoint background International counselors must have .at least five years travel industry experience and a minimum of two years international travel background Professional Travel also gives added consideration to degree applicants, applicants with CTC and CMP certification, and applicants fluent in second languages It is important that we attract a well-rounded and diverse workforce to mirror the varied corporate cultures of our clients Additionally, we look for individuals with a strong customer service orientation Because of the quality of prospective employees we are able to attract, the majority of our counselors bring experience to the lob considerably beyond the minimum requirements Professional Travel's agent turnover rate in 1997 was approximately 24% The industry average is slightly higher We define turnover as any employee separation from Professional Travel The majority of our employee attrition is a result of relocation, industry change, retirement and continuing education (many entry level employees, i e couriers, accounting and administrative employees return to college) Our goal is to reduce overall turnover to 10% or less and to reduce agent turnover to 5% or less Professional Travel monitors and evaluates the quality of our travel counselors service delivery through the following methods Mystery Caller Our Mystery Caller program measures our counselors' phone skills and quality of customer Professional Travel Response to Requestfor Proposal— No P687 3 The City of hors Collin July 23 199H a DESCRIM� ION OF SERVICES aservice We have a contract with the Service Alliance Corporation to make quarterly calls on randomly selected counselors at our headquarters, branches and on -site offices Each quarter, at least 50 counselors are called Counselors who receive a perfect evaluation receive an on -the -spot cash bonus and instant (and often noisy) recognition by their peers and supervisors We modify this form periodically to ensure that timely topics are covered Take Action Forms We also use Take Action Forms (TAF's) to resolve our client inquiries, concerns and complaints We issue monthly reports to identify problem areas and then take proactive measures to correct these areas Additionally, we are particularly proud of our "Never Say No" program All Professional Travel employees are empowered to provide the highest quality customer service We pride ourselves on focusing on the solution rather than the problem It's Plane to Sea We designed this incentive program to promote teamwork and internal customer service Anyone who goes "above and beyond" to help out another employee receives a coupon that can be redeemed for movie passes zoo, tickets, or gift certificates for popular restaurants This allows a fellow staff employee or a supervisor the chance to give a special thank you to someone who cares about Professional Travel At our customer's request, Professional Travel provides a quarterly report on the i esults of this program Extra Steps Professionally This is our program that commends employees for superior performance This program encourages clients to relay positive experiences they have had with Professional Travel employees to our President, Gina Keating After review by Ms Keating and the entire management staff, the "Extra Steps Professionally" reports are prominently posted in the Reservation Center and routed to all branches and on -site locations for display Our "Extra Steps Professionally" has proven to be a great morale booster for Professional Travel employees, and they have a positive influence on our employees' annual reviews by their supervisors At our customer's request, Professional Travel provides a quarterly report on the results of this program Telephone Monitoring Our telephone system has features allowing us to track response times and the number of calls each agent receives per day It also gives us reporting and monitoring capabilities The special telephone systems, call center and voice processing we use are described in detail below Mendan Option 61C PBX A state-of-the-art digital -switching platform for integrated voice, data, and video communication High levels of customer service are achieved Ihrough sophisticated call a center, messaging, and computer telephony integration applications System integrity is maintained through fully redundant memory, storage media, and power through an uninterrupted power supply aAutomatic Call Distribution (ACD) Distributes calls in the order of arrival to the first available agent or to the customer who has been waiting the longest I lProfessional Travel 6 The City of Fort Colhm Response to Request for Proposal — No P687 July 23 1998 DESCRIPTION OF SERVICES Meridian MAX Advanced ACID Management — Provides detailed real-time and historical reporting in order to monitor and maintain service levels The Meridian MAX desktop management tool, Meridian Terminal Emulator, allows supervisors and managers to quickly and dynamically reconfigure the system as call requirements change Some examples of available reports are • Average speed of answer • Average talk time Abandon levels • Calls handled by agent • Total calls handled through the system Meridian Voice Mail A complete voice messaging system with a full line of products .and features such as • Meridian Mail Reporter — 38 standard reports help administrators view information that is captured by Meridian Mail in order to provide efficient sysl:em management • Voice Forms — Provides a cost-effective way to collect data from our customers whether it is individual traveler information, meeting registration, or surveys callers respond to voice prompts to leave the requested information • Auto Attendant — Builds efficiencies by directing calls to the right place the first time Reservation requests are directed to the agents allowing them to maintain high levels of customer service while other calls are directed to their appropriate destinations Direct Extensions We offer a variety of ways to contact an agent Not only do we use the Automatic Call Distribution system we also provide each agent with a private extension so customers can call him or her directly If an agent is on the phone, a voice mail message can be left with a guaranteed call back time of 30 minutes Multiple Queue Assignment (MQA) A Mendan MAX feature that enables agents to simultaneously log into and answer calls in up to five ACID queues i Remote Solutions We continue to research new ways to grow our call center by providing remote solutions to agents We have implemented and tested Meridian's Remote Office solution using ISDN BRI to seamlessly tie a home agent into our switch giving the agent all of the capabilities our in-house agents have See Attachment 4 for samples of our performance measurement programs REPORTING CAPABILITIES Our customers are provided levels of report flexibility and data customization Professional Travel believes the key to corporate travel management and reduction of travel expenses is to have a thorough knowledge of existing travel trends Professional Travel is committed to helping our customers identify their travel patterns Professional Travel's MIS staff is Professional Travel 7 The City of Fori Collins Response to Request for Proposal — No P687 July 23, 1998 DESCRI ION OF SERVICES 111 N f L� i I 1 I +�d u it $li 171-11 N responsible for design and production of management reports For the last ten years, we have provided customers with reports from our proprietary software called TRECmate TRECmate, in tandem with our accounting system MAX, provides more than fifty pre- programmed reports Our CRS interfaces with our reporting system that is described in detail on Pages 27 and 28 The Contractors shall provide a full-time site manager and other personnel with experience in arranging transportation via all modes and are familiar with lodging establishments and vehicle rental firms. Provide resumed of three or more employees designated for potential assignment to the City. Describe the professional and personal qualifications to the delivery of volume travel services. Include professional membership designations and certification achievements. Outline employee selection process, company training programs, and continuing education opportunities. The following employees will handle the travel account for the City of Fort Collins Carolyn Welson, Branch Manager Karen Mohrer, Corporate Agent Gina Oswald, Corporate Agent Please refer to Attachment 5 for resumes on the above employees We have outlined our professional delivery of travel services under reservations and service levels as beginning on Pages 1 and 2 The requirements of our agents and managers are described in the following paragraphs Agent Credentials Professional Travel's corporate travel agents are extensively trained on an on -going basis with an average of 8 years experience Before being hired by Professional Travel, an applicant for our corporate travel team must have at least two years experience in handling high volume corporate travel and an Apollo Focalpoint background International agents must have at least five years travel industry experience and a minimum of two years international travel background Professional Travel also gives added consideration to degree applicants, applicants with CTC and CMP certification, and applicants fluent in second languages It is important that we attract a well-rounded and diverse work force to mirror the vained corporate cultures of our customers Additionally, we look for individuals with a strong customer service orientation Because of the quality of prospective employees we are able to attract, the majority of our agents bring experience to the lob considerably beyond the minimum requirements Once an agent is hired, our training department implements a two week training process to ensure Professional Travel's standards are met through the following procedures • assessment completed to verify level of Apollo skills val Travel s to Request for Proposal — No P687 The City of Fort Collin July 23, 1998 DESCRIPTION OF SERVICES • agents requiring further training are sent to an Apollo training course • orientation to familiarize agent(s) with Professional Travel's operations • implementation of in-house training course on required customer skills • agent moves into position with two to three days of management supervision • monthly in-house training sessions • quarterly enhancement training session designed and facilitated by Apollo • specifically for Professional Travel Professional Travel's agent turnover rate in 1997 was approximately 24% The industry average is slightly higher We define turnover as any employee separation from Professional Travel The majority of our employee attrition is a result of relocation, industry change, retirement and continuing education (many entry level employees, i e couriers, accounting and administrative employees return to college) Our goal is to reduce overall turnover to 10% or less and to reduce agent turnover to 5% or less Manager Credentials Professional Travel's supervisors participate in the Mountain Sates Employment Council's Supervisor Certification Program Supervisors are required to complete the following curriculum for certification • Developing Interpersonal Communication Skills • Interviewing I The Basics • Legal Issues in Management • Performance Appraisal and Documentation • Supervisory Skills I and II • Communication Skills Development Professional Travel's managerial training involves a dynamic blending of academic and industry requirements equating to roughly 60 hours of continuing education per year Required courses range from internal educational seminars to mandatory outside lectures and classes covering a myriad of topics which include • In-house mentonng programs • Team building and development • Travel industry changes and repositioning • University of Colorado management seminars • Strategic organization and action plans Over and above the required classes, managers are encouraged to select from a menu of extracurricular options These activities are aimed at nurturing the management style and overall performance of our team of supervisors Fostering the growth of our employees is key to the health of our company Professional Travel's tuition reimbursement program covers 100% of the funding for continuing education for all of our employees As our most valued resource, Professional Travel employees are always encouraged to extend their range of competency and expertise As described in our previous answer, Professional Travel monitors and evaluates the quality of our travel counselors service delivery through our performance measurement Professional Travel 9 The C1 of Fort Collins Response to Request for Proposal — No P687 July 23, 1998 Administrative Purchasing ly of Fort Collins CITY OF FORT COLLINS ADDENDUM No. 1 July 14, 1998 SPECIFICATIONS AND CONTRACT DOCUMENTS Description of Proposal P-687 Travel Management Services OPENING DATE July 23, 1998, 2 30p m (Our Clock) To all prospective bidders under the specifications and contract documents described above, the following changes are hereby made Change opening date from July 23, 1998 to August 11, 1998, 2:30p.m. (Our Clock) Change the second sentence of RFP cover letter from The City anticipates negotiation with a maximum of five (5) contracts with authorized travel agencies/travel management centers for official, government travel by City Personnel, Change to The City anticipates negotiating one or two contracts with authorized travel agencies/travel management centers for official, government travel by City personnel. Section 1 0 Proposal Requirements, 1 1 General Description - Change second sentence from The City anticipates entering into a maximum of five (5) contracts with authorized travel agencies for official travel by City Personnel Change to The City anticipates negotiating one or two contracts with authorized travel agencies/travel management centers for official, government travel by City personnel. Contact Jim Hume, CPPB, Buyer, at 970-221-6776 if you have questions RECEIPT OF THIS ADDENDUM MUST BE ACKNOWLEDGED BY A WRITTEN STATEMENT ENCLOSED WITH THE BID/QUOTE STATING THATTHIS ADDENDUM HAS BEEN RECEIVED. s�l�S ldmlli ll,¢khT& 7/d 3- 256 W Mountain Avenue • PO Box 580 • Fort Collins, CO 80522-0580 • (970) 221-6775 • FAX (970) 221-6707 y 4*1 9 N u t. i it i R LI ','�'"` „.'�c,., ,G;,:_ DESCRIXON OF SERVICES programs as Mystery Caller, Take Action Forms, It's Plane To Sea, Extra Steps Professionally and Telephone Monitoring Professional Memberships Professional Travel is a member of the following professional associations Always Buy Colorado Airline Reporting Corporation (documentation) Allied Travel Agents Association Association of Corporate Travel Executives (ACTE) Boulder Chamber of Commerce Colorado Association of Commerce and Industry Colorado Alliance of Business Colorado Business Committee for the Arts (CBCA) Colorado Women's Chamber of Commerce Crown Travel Group Cruise Lines International Association (CLIA) Denver Chamber of Commerce Denver Convention and Visitors Bureau The Denver Partnership Ft Collins Chamber of Commerce Mile High Traffic Club National Contract Management Association National Defense Contract Management Association (NDTA) Rocky Mountain Business Travel Association Rocky Mountain Association of Meetings Planners International Society of Government Meeting Planners Society of Travel Agents in Government Travel & Tourism Government Affairs Council Telecommunications of America 3. At a minimum, the Contractors shall be available to provide service 8:00 a m to 5 00 p m., Monday through Friday. Emergency services outside working hours shall be provided by the Contractors through traveler access to a 24-hour, toll -free telephone number. Submit your company's plan for managing the delivery of the travel services. Describe how you plan to ensure sufficient staffing and project resources for the timely delivery of travel services. Professional Travel proposes to service the City of Fort Collins through our branch office in Fort Collins with back up from our reservation center We also provide our DIA office to assist your travelers with last minute ticket pick up and emergency assistance As discussed in previous answers, Professional Travel has all the necessary employees, service levels and vendor programs in place to ensure the deliver/ of quality travel services tonal Travel 10 The City of Fort Collins se to Request for Proposal —No P687 July 23, 1998 DESCRIlkh ION OF SERVICES Office Days Houi s PT's Ft Collins Office Monday through Friday 7 30 a m - 5 00 p m 400E Horsetooth, Ste 200 Ft Collins, CO 80525 970-225-9880 800-541-8762 PT's Reservation Center Monday through Friday 7 00 a m - 6 00 p m 84 Inverness Circle East Englewood, CO 80112 303-706-0510 a800-888-7821 PT's DIA Office Monday through Friday 5 30 a m - 7 30 p m Main Concourse, 6" Level Saturday 10 00 a m - 3 00 p m 303-342-3640 Sunday 9 00 a m- 7 00 p m Note Professional Travel is the onlytravel management company to operate a full service office at Denver International Airport 24-Hour Emergency Service When your travelers require service after hours or during holidays, they can call Professional Travel's 24 hour toll -free assistance line where experienced reservationists will assist your travelers with any of their travel needs These reservationists can be called from anywhere in the continental U S 24 hours a day, 7 days a week They will make whatever changes your travelers need and do so according to your travel policies In addition, travelers will have the ability during regular office hours to utilize our toll free numbers at Professional Travel's Fort Collins branch office and reservation center 3 2 Services to be Provided by Contractors 1. Fares: It is the City's intent to obtain the lowest possible fares for authorized official government travel The least expensive routing will be obtained by implementing various routing options and utilizing alternate travel dates and times. The City is exempt from federal excise taxes, and no payment will be made for any taxes levied on vendor's employee's wages. The City is exempt from state and local sales and use taxes on the service supplied pursuant to this contract In addition, the City shall not pay additional ticketing fees or charges over and above the cost of the tickets. It is the responsibility of the contractor to inform travel arranger of any cancellation or rebooking penalty that may exist on fare Travel arranger has the right to refuse offered ticketing based on the cancellation/rebooking penalty policy Professional Travel 11 The City of Fort Collins Response to Request for Proposal — No P687 July 23, 1998 ',i "r:+rs 1,•,: _ Epp �, - � i-� „ �®® :DESCRI TION OF SERVICES ♦ Describe your company's background in volume travel service delivery, listing current and past contracts for all modes of travel, lodging and car rental, and your experience in negotiating advantageous rates in all designations Our business mix has remained relatively unchanged over the past five years, and is as follows Corporate 83% Domestic 85% Leisure 10% International 15% Groups/Meeting 7% Professional Travel's cost savings programs are described to detail to the following response ♦ Describe your company's ability to provide cost savings to the City with consideration to routing options, travel incentives, and departure dates and times. Include additional enhancements and value-added services contractor will deliver to the City. Professional Travel welcomes the opportunity to implement negotiations for discount programs and value-added services, both domestically and internationally Because of our prominence in the marketplace, our ability to negotiate with the airlines, hotel and car vendors is unmatched In this section, we describe our cost reduction programs and show how these programs will continue to benefit our customers See Attachment 6 for samples of Professional Travel's Discount Programs Airline Discounts As your travel management partner, Professional Travel is responsible for clearly delineating the opportunities for airline discounting Other agencies bidding for your business may make broad claims about discount availability and enormous savings We prefer to shed light on the real marketplace and discuss what your company and Professional Travel can do together to obtain discounts Professional Travel is very experienced in instituting a bid process for our customers We will put your company's entire travel account out for bid to obtain the maximum discount programs available from industry vendors As part of Navigant International, Professional Travel is positioned as well as or better than most travel management companies to successfully negotiated preferred vendor contracts for our customers We are in position to move more market share and we are typically the first to reap special services and/or discounts from the airlines The reality of airline discounting has significantly evolved over the years We will leverage Navigant International to increase our national and international presence At this time, Professional Travel already has negotiated discount fares with TWA, Lufthansa, American Airlines, British Airways and other major Garners Professional Travel 12 The Cry of Fort Collins Response to Request for Proposal — No P687 luh, 23 1998 DESCRIION OF SERVICES eMost recently, Professional Travel has been negotiating United discounts off any published fare with supplementary market share incentives The market share incentive allows 1 corporate clients to earn extra dollars from United by exceeding usage goals as determined by United Admittedly, and unfortunately, these programs are not as aggressive as those to be found in two -hub cities such as Chicago, New York or the major California markets However, they are the reality of our United -dominated marketplace in Denver, Colorado Discount opportunities will continue to change quarter by quarter As market conditions such as average ticket price and competitive market share evolve, so too, will the potential for discounting Professional Travel recognizes this reality and will constantly analyze the market to ensure our customers get the best discounts Hotel Discount Programs Professional Travel's hotel program has recently been rated the best value in a survey of major travel agencies hotel programs The survey, conducted by an independent market research firm, Travel Marketing Services (TMS), gave this honor based on the terms of our superior negotiated rates, perks, and block space We look forward to performing a review of your travel patterns and hotel usage trends to negotiate further discounts for your company's travelers Our customers will realize significant savings by using the broad base of reduced hotel rates available through Professional Travel's affiliation with the SYNERGI Each hotel in the program is appropriate for the business traveler Neither convenience nor quality of service is ever sacrificed because of the reduction of costs Through SYNERGI, we are able to secure the lowest rates for our clients at thousands of hotels worldwide Discounts available through this program range from 10% to 40% and are reserved up to the last room available A sample of SYNERGI Hotel Directory is under separate cover Car Rental Discounts Our customers have full access to Professional Travel's special discount rates with car -rental vendors Because of our market position stemming from our high -volume sales, Professional Travel can offer discount rates to all our customers We look forward to performing a review of your car rental programs and usage to negotiate further discounts for your company's travelers We not only regularly book cars from a preferred vendor for a company's travelers, but are also happy to offer alternate and less expensive car companies when they are available as long as your travel policy allows alternate car companies Also, we will request express services for your travelers who are enrolled in the various express service programs 1 Preferred Discount Programs Professional Travel has successfully guaranteed other customers reduction in travel costs with negotiated programs by being proactive and responsive to our clients needs Our commitment to bring value and superior service to our clients is represented in our actions of being one of the first in the industry to present a RFP to airlines and hotels for a preferred e discount program on behalf of our customers' needs Professional Travel managed the bidding processes, implemented the discount programs and assisted in overseeing the management of these vendor contracts that resulted in significant savings to our customers Professional Travel 13 The City of Fort Collins 1 Response to Request for Proposal — No P687 July 23, 1998 r'I-Aid "l" 14� h 1 � ; 7 -;111 1. u 1111-I'll rIII i'. ,ION OF SERVICES N CI HE %, 1 I L� C 1 0 Ij 1 I' J F Our account managers have considerable experience in assisting clients to negotiate meaningful contract rates Through your reporting, Professional Travel will have the travel data necessary to pursue negotiations This will reflect all of your travel patterns and annual volume with airlines, hotels and cars Based on those results, Professional Travel will pursue negotiations for your customized discount programs through negotiating with vendors Your company will then reap the rewards of our mutual cost containment efforts In addition, Professional Travel provides international services and VIP services as described in the following paragraphs VIP SERVICES Professional Travel provides special services for The City of Fort Collins' executive VIP personnel Our program consists of the following ancillary services Travel Watch d.4 a vl µ_ �e ✓� ce Our Professional Travel "Travel Watch" program will monitor reservations for your travelers designated as VIPs "Travel Watch" has been specially designed to oversee VIP traveler's reservations from the time the reservation is made until the traveler returns from their trip Our "Travel Watch" counselors personally phone vendors before your traveler arrives to ensure that all arrangements are correct and to ensure that the vendors understand that your traveler is a VIP, and to confirm • Preferred seat assignment and upgrade availability • Special meal requests • Car -class upgrades based upon availability • Hotel room upgrades based upon availability • Hotel room smoking/non-smoking requests • Frequent flyer membership number and mileage credit • Ticket delivery to your travelers' home in emergency situations VIP Emergency Assistance Professional Travel will provide emergency assistance service at DIA for your executives For example, when one of our VIP travelers was running late for a flight, the traveler simply called our DIA office and a Professional Travel agent met the traveler at Door 604 and assisted in having the VIP's car parked Upon return the VIP can picked up the car keys at our DIA office Limousine Service Professional Travel will provide limousine reservations and follow-up confirmations for named travelers with your company Professional Travel has an exclusive arrangement with Admiral Limousines in Denver and can offer discounts for transportation to and from DIA We can also negotiate rates with firms on behalf of your company in other city destinations We have been successful in negotiating 30% discounts for other clients and are happy to extend these discounts to your company Meet & Greet Services We provide meet and greet services for our clients at DIA on a daily basis In addition through our SYNERGI partners, we are able to provide both domestic and international meet and greet services for your travelers upon request Professional Travel 14 The Gry of Fort Collins Response to Request for Proposal — No P687 July 23, 1998 DESCRII�TION OF SERVICES t MEETINGS & EVENTS 1 Professional Travel's M&E Division provides services that range from total meeting management to supplemental support We formed this division in 1984 and have worked with groups of up to 9,000 attendees We can work independently for you or we can supplement your in-house organizations Whatever the arrangement, we will work in partnership with you Professional Travel's services include • Destination research • Site selection and inspection • Budget planning • Program development and implementation • Procurement of outside vendors to provide meeting services and audio-visual equipment • Ground transportation coordination Professional Travel uses the TTG Meeting Partner System to provide the full range of meeting services as well as up-to-the-minute financial tracking and budget information This system also provides an interface between our CRS systems and our software so that we can integrate all booking, billing and cost information as well as fully consolidate operational reports Professional Travel's M&E Division offers more flexibility with regard to the restrictions and deadlines often associated with group and meeting travel because of our airline relationships Our staff averages over nine years of experience and our negotiation skills and technology enables us to provide the most creative, cost effective meetings services available Incentive Travel Professional Travel's incentive arm, World Travel & Incentives (WTI) is headquartered in Minneapolis, MN and provides planning, design and execution of incentive travel programs An award -winning company, WTI creates incentive programs for groups of all sizes and is capable of handling all aspects of a group trip or meeting from the initial conceptualization and reservations to the event management 1 ♦ Outline your quality control plan for assurance of lowest available fares. Include demonstrated ability to negotiate fares, lodging rates, and vehicle rental rates Our approach to quality service involves every facet of our organization Professional Travel uses a combination of manual and automated systems, described in detail below, to ensure the accuracy of your reservations and management reports CustomCheck Our point -of -sale quality control product is called CustomCheck We have programmed it as an integral part of our Apollo Focalpoint reservation system CustomCheck requires that key components to the reservation be completed before the agent is allowed to end the Professional Travel 15 The City of Forl Collins Response to Request for Proposal — No P687 July 23, 1998 ` t ,DESCRIION OF SERVICES record and send it to Quality Assurance Department for review We can personalize CustomCheck to meet your travel policy requirements With these manual and automated checks, your company will be assured of virtually error -free reservations and low cost travel Manual Quality Assurance After the reservation has been made and cleared our point -of -sale quality control system, the record goes to our Quality Assurance Department, where one of our specialists 1 performs a comprehensive manual review of the reservation, checking for travel policy compliance, accounting codes, exception codes, etc Our specialist also re -checks the fares to ensure the lowest available airfare was used If a lower fare has become available, our QA specialist will book that fare and send the reservation for ticketing AQUA 2000 Developed by ATI Technology, AQUA 2000 is the premier quality assurance package used by travel agencies today The modules include I I1 1 • Trip Auditor- checks that items are confirmed according to traveler and corporate specifications • Space Buster- repeatedly request availability for a traveler's preferred flight or a lower fare that was sold out at the time of booking • Fare Buster- searches for lower available fares within a corporate travel policy The program keeps checking until lust before departure • Hotel Auditor - ensures that the negotiated discount rates are applied for the hotel requested • Hotel Buster - goes one step beyond Hotel Auditor by searching for lower discounted rates at comparable hotels close to the one originally requested • Seat Buster- searches airline seat maps to adjust undesirable, incorrect or missing seat assignments so that travelers preferences are secured • Pre -Travel Audit - sends daily reports to corporate travel managers that recap the previous day's reservations • Auto -ticketing - further minimizes error by generating tickets through system software making a final check for reservation accuracy and lowest fare • AQUA E-Mail - automatically makes and venfies reservations transmitted by popular e-mail programs • AQUA Upgrade - automatically processes upgrade to first or business class at the moment of eligibility • Southwest Booker- makes a reservation directly with discounted carrier Southwest Airlines bypassing busy phone lines • Electronic Commerce - works with all electronic reservation programs to ensure that travelers are complying with policies and booking negotiated rates • QualityCheck - performs a back-up review of each reservation It reviews 250 reservations an hour, 24 hours a day to ensure that each reservation meets your unique requirements QualityCheck performs over 29 customized checks for each reservation, including air, hotel, and car reservation continuity, client -specific accounting information, delivery address, and form of payment information QualityCheck also performs customer -specific verification For example, if there is a hotel, airline, or car -rental vendor preference, QualityCheck can search for that restriction Professional Travel 16 Response to Request for Proposal — No P687 The City of Fort Collins Jidy 23, 1998 p eil"i, t`,es 401,4 i G'd�' �i, NQ rn ,,DESCRII ION OF SERVICES D N See Attachment 7 for example of savings provided to our customer through our quality control program Surveys/Traveler Satisfaction At year-end 1997, Professional Travel hired a third -party research firm to administer a primary survey of our customers to gain a more in-depth understanding of our customers' travel behavior and expectations The survey design mixed questioning to capture scaled and ranked opinions within Professional Travel's customer set on traveler satisfaction in relation to travel industry trends including service, priority, growth and longevity The results were overwhelmingly positive with customer satisfaction registering 3 62 out of a perfect 4 00 — better than 90%, for services on average More importantly, Professional Travel was able to solicit feedback, and identify customer service concerns or simply make customers aware of newly offered services or technologies at Professional Travel The survey was designed with the intention of re-engaging these customers in the future, at defined intervals, to address their needs and concerns, and again quantify their satisfaction with Professional Travel's services A Jenkins and Associates The results of a private independent audit in January and February 1997 on one of our customer's travelers' itineraries showed that Professional Travel had obtained the lowest applicable airfare in accordance with the company's travel policy for 98% of the itineraries These cost savings were made possible through Professional Travel's in-house technologies that include point -of -sale quality control software, and other programs that provide numerous steps of reservation reevaluation and quality control 2. Transportation eContractors must respond to each of the minimum requirements listed below and may offer enhancements. a. The Contractors shall make airline reservations as set forth in the State of Colorado Statewide Travel Management Program. The contractor shall also make reservations for other modes of transportation such as bus, rail, and ship. Full coach fares may be used only if no other reduced fares are available. City travel regulations prohibit the use of first-class fares To ensure the lowest available price for the City, off-peak, excursion, promotional and other types of discount fares roust be used if other negotiated fare contracts are not applicable If lower in cost, such promotional fares should be used in preference to negotiated rates b. Ticket Delivery: The Contractor shall provide daily delivery of tickets, itineraries and boarding passes if requested by the client Tickets shall routinely be provided not later than 2 days or more than 5 days in advance of scheduled travel date unless the traveler requests otherwise. ♦ Explain the process used to reserve, issue, and deliver transportation tickets to the City. Descnbe your company's ability to provide emergency ticket delivery. Include applicable timelines. Professional Travel 17 The City of Fort Collins Response to Request for Proposal — No P687 July 23 1998 DESCRAION OF SERVICES 1 Our reservation process through Apollo Focalpoint is discussed in detail on Pages 1 Professional Travel provides free delivery of travel documents for all of our customers in the Fort Collins metro area on a daily basis and more frequently if emergency situations arrive To ensure consistent high -quality service on ticket delivery from our branch office in Fort Collins, Professional Travel has its own dedicated delivery person, Mindy Stephens We point out that many airlines are moving to a ticket -less environment Within two years, ticket delivery may become insignificant because the airlines may not require an actual ticket for boarding Instead, travelers will simply show a photo ID at check -in and be given boarding passes at that time For ticket delivery to City of Fort Collins travelers, we will use one or a combination of the following methods described below • E-Ticketing • Express or Overnight Mail • Certified Mail • SYNERGI Electronic Ticketing We remind Company Name that electronic ticketing is already available through United Airlines, Delta and many other major airlines and is expected to become the norm in the next 18-24 months Ticket delivery is becoming insignificant because many airlines will not require an actual ticket for boarding Instead, travelers will simply show a photo ID at the check -in gate and will be given boarding passes at that time The growth of electronic ticketing is significant since most major airlines are advocates of the ticket -less environment Electronic ticketing is the most cost-effective delivery system This ticket -less environment will automatically reduce your ticket delivery needs Certified and Overnight Mad For those travelers located outside City of Fort Collins corporate headquarter office, we will use certified mail and overnight mail to deliver travelers their documents Professional Travel will pay for all Certified Mail charges In emergency cases., Professional Travel will also pay Federal Express charges SYNERGI Global ticket delivery is available through our SYNERGI affiliation We can offer ticket delivery within any city where a SYNERGI partner is located Another unique benefit from Professional Travel is if for any reason you require a new ticket while en route, we can arrange for free delivery eC. The Contractors shall make adjustments for changes in flight, train, bus or ship schedules. Tickets and billings shall be modified or reissued to reflect these changes. ♦ Describe your company's process and fees associated with such changes. Professional Travel 18 The City of Fort Collins Response to Request for Proposal — No P687 July 23 1998 Aft DES'CRITION OF SERVICES Professional Travel's agents will make the changes that are needed for your travelers by telephone, fax or email and will do so according to your travel policy Service Fee Pricing The reduction of the air commissions to travel agencies has imposed the structuring of service fees Professional Travel has a nominal service fee of $10 00 per airline transaction A transaction is defined as an airline ticket with a hotel and car reservation or an airline ticket exchange We will charge $10 00 for a car, limousine or hotel reservation that is not associated with an airline reservation Keep in mind that Professional Travel is the only travel agency located at DIA to assist your travelers with travel needs and we offer many value-added services The travel industry continues to grow and change In 1995, airlines reduced commissions to travel agencies The most recent change happened in 4Q97 when, once again, our commissions were reduced This time from 10% to 8% on domestic and international sales with a commission cap of $50 per ticket 1 It is our belief that the airlines will continue to transfer the distnbutmn costs from themselves to you, the customer Professional Travel wants to be your partner in navigating through this continual change, while providing value-added services that will help the City of Fort Collins maximize corporate travel dollars Reservation Cancellations H 1 L L 1 L 141 1-1 Airline reservations are canceled via computer by your travel agent(s) The hotel and car reservations are also canceled via computer with cancellation numbers to confirm cancellations There is no fee for a reservation cancellation Refundable Tickets Our refund procedures are simple All unused tickets should be clearly marked that a credit needs to be issued and returned to your account manager A member of our accounting staff will immediately send a credit card refund notice to the credit card company If for any reason the credit card company still shows a charge on the traveler's statement, lust contact one of our customer service representatives or your account manager and our Customer Service Department will take over and resolve the matter with the issuing card company We are dedicated to providing you with responsive service, as reflected in our commitment to refunding unused tickets on the day we receive them so that you do not have to wait long for credits There is no additional fee for this service Non -Refundable Tickets Professional Travel has created a system to assist travelers with unused non-refundable tickets Non refundable tickets are returned to Professional Travel and logged into our inventory control We then place them in a fireproof safe At this time, the individual traveler profile is flagged to show a non-refundable ticket is on file for future use For instance, our AQUA software program allows us to make note that a traveler has an unused travel credit Each time the traveler calls to book a ticket, the software will automatically send a message to the travel counselor that an unused travel credit is on file The travel counselor will then research the options available to use the credit and book the new ticket accordingly We do not charge an additional fee for this service Professional Travel 19 Response to Request for Proposal — No P687 The Guy of Fort Collins Jule 23 1998 N. Ar D )nil >J k I u E f.� I' July 23, 1998 Mr James B O'Neill II, CPPO Director of Pmchasmg & Risk Management City of Fort Collins 256 West Mountain Avenue Fort Collins, CO 80521 Dear James On behalf of Professional Travel, I want to thank you for the opportunity to present our proposal of travel management services to the City of Fort Collins Professional Travel has successfully grown to emerge as a national leader in our industry In June 1998, Professional Travel became the first publicly traded travel management company, Navigant International Our headquarters remains in Englewood, Colorado Our opportunities for growth and the benefits to our customers are unlimited We have grown from a $23 million company into the fifth largest travel management company in the world with annual sales of $1 4 billion Our proposal ensures that the City of Fort Collins will optimize its spending leverage while maintaining a consistently high level of service for all travelers Specifically our proposal offers the City of Fort Collins the following • only full service travel office at DIA • direct access to our executive management • dedicated, proactive account management • dedicated agent (s) and back up support • local branch office to handle travel services tailored to your specific requirements • e-mail, internet. PC based software reservation capabilities • MIS, customized reports, adhoc reports & desktop reporting James, my signature on this letter is our authorization that Professional Travel s proposal is genuine Our proposal of travel management services corresponds to the City of Fort Collins' specific needs As your travel supplier, we will be flexible and ready to structure a travel operation that will benefit the City of Fort Collins in the best service and cost savings If you require any clarification or have any questions, please give me a call Sincerely, AMR 9,)�w� Shannon J Stewart Vice President, Sales and Marketing Corporate Headquarters PO Box6604 Englewood C080155-6604 PTC-111 (303)70M500 FAX(303)70H505 DESCRII ION OF SERVICES „ 14v r L H_ I 1 L n n I� L.J 1 1 n I L L L Please note that the airlines will not allow us to exchange another agency's ticket if it is over one year old In this case, you must either have that agency issue the travel credit with a new ticket or call the airline directly Tickets booked within the last year can be exchanged through Professional Travel only if the new ticket is an even exchange or an additional collection is required Lost Tickets Should a traveler lose a ticket, he or she may simply call Professional Travel to report the loss A Take Action Form (TAF) will be completed and forwarded to a Professional Travel Customer Service representative who will file a lost ticket application (LTA) on behalf of your traveler As a standard part of this procedure, Professional Travel will also notify the credit card company of the LTA and send them a copy of the LTA form if necessary in order to protect the credit card account from the charge until the LTA can be processed Most airlines take up to 120 days from the date of the claim to check if a refund has been issued to the traveler's credit card Professional Travel Customer Service representatives will periodically contact the airline to check on the status of the application, and to encourage the airlines' expedient processing of the application When this process has been successfully confirmed, the Professional Travel representative will notify the traveler The credit will generally be noted on the traveler's statement after notification from the airline Please note that the airlines impose a $60-$75 LTA fee, dependent upon the airline, that will be deducted from the refunded amount ♦ Describe your company's emergency services including emergency itinerary changes and notification of airport closings and delayed flights Include the company's procedures forprovidmg after-hours service, and emergency 24-hour toll - free number. Emergency support is a telephone call away During office hours, the City of Fort Collins' travelers can call your agents at our branch office in Fort Collins, Colorado by using the toll -free 800 number printed on their itineraries Over the telephone your agent will make whatever changes are needed and will do so according to your travel policy In addition, Professional Travel offers extended service hours from our full service DIA office, where one of our agents can handle any request, including immediate ticket reissue for next day departure Professional Travel offers your travelers emergency service through a 24-hour 800 number printed on the travelers' itineraries Your travelers can call this number from anywhere within the United States 24 hours a day, 7 days a week, including all holidays The experienced reservationists will make whatever changes your travelers need and do so according to the City of Fort Collins travel policy Our emergency service is also available internationally The unique feature of Professional Travel's emergency and after-hours service is that it is managed by our allied agency in Houston, Atlas Travel Most travel agencies simply subscribe to independent after-hours services, which have contracts with thousands of agencies and therefore cannot deliver the same personalized emergency service that Atlas Travel provides to our customers d. Contractors shall provide advance seat assignments, advance -boarding Professional Travel 20 Response to Request for Proposal —No P687 The Coy of Forl Collins July 23, 1998 AD µ,, s ; ;QESCRIPTION OF SERVICES I H LJ n 1 passes, and last seat availability on airlines for which the Contractors can offer these services. e. Rental Vehicles: The Contractors shall reserve commercial rental vehicles at the lowest rate possible. Confirm the rate at which the reservations are made, and include such information on the traveler's itinerary Vehicle size and mileage costs must be consistent with the minimum -size vehicle needed to achieve traveler's mission and City's interest in economy The City is self - insured and additional insurance coverage is not needed on rental vehicles ♦ Describe your company's method of arranging for rental vehicles, including availability of government rental rates. All car reservations are booked through our Apollo CRS system One of the features of this system is CarMaster, which provides information and reservation access to 40 rental car companies Professional Travel's Fort Collins branch office is experienced in handling government accounts and offering the government rates to travelers from the car vendors that extend government rates 3. International Travel The Contractors shall arrange for international travel, including reservations and ticket delivery for air, rail, bus or ship transportation and reservations for lodging accommodations and for car rental services. ♦ List additional services offered to assist City travelers with information on international health requirements, climatic conditions, and regionally based customs and currency exchange rates. Professional Travel understands that we will be expected to provide a full range of international travel services The following describes how and to what extent the required services will be provided 1 Professional Travel has extensive knowledge of international operations The primary function of our InterRES Division (International Reservations and Educational Services) is to handle international travel arrangements for corporate customers The services offered through this division includes cross-cultural seminars, educational resources, and advanced technologies and software that ease every facet of international travel Travel Counselors Professional Travel's multinational InterRES staff is multilingual and well traveled The 1 travel counselors in this department book only corporate international travel, therefore leisure travelers planning lengthy vacations do not monopolize their time Instead, the focus is on the corporate traveler and all of their immediate needs With over 96 years combined experience, extensive equipment, and numerous reference resources, our international travel counselors thoroughly investigate your international traveler's needs as well as search for the best fare Professional Travel 21 The Cnv ofTorr Colhm Response to Request for Proposal — No P687 ful) 23 1998 A, 10,`"' DESCRI TION OF SERVICES 1 E 1 F SYNERGI — An International Travel Network As we mentioned previously, Professional Travel is a founding member of SYNERGI, a joint venture of the world's leading regional and national travel management companies Through SYNERGI, Professional Travel has a network of over 300 offices worldwide SYNERGI Technical Tools, SynRGI The newest and most innovative technology SYNERGI brings to our customers is SynRGI SynRGI is an on-line, interactive communications system that enables SYNERGI partners and clients to share travel management data, destination information and partner service profiles for seamless management of multi -national accounts Professional Travel and the other partners of SYNERGI are the only agencies who can provide this important service, even the large chains cannot provide consolidated international management reports International Resources Professional Travel's international counselors are equipped with the following resources at their disposal to serve your international travelers Telephone and Fax Our international travel counselors fax foreign carriers when necessary When placing car and hotel reservations outside major metropolitan areas, our travel counselors frequently phone the vendors directly to confirm availability and reservations This department is multi -lingual --speaking English, French, German and Spanish We overcome language barriers, making confirmations with smaller vendors more reliable International Library Our international travel counselors have a sizable library of current publications on international travel They have instant access at their workstations to such essential publications as U S Department of State's Travel Advisory Index, U S Department of State's Overseas Security Electronic Bulletin Board, OAG (Official Airline Guides), Travel Planner Hotel & Motel Red Book, OHRG (Official Hotel and Resort Guide), Travel Marketing Magazine, and The Fuller -Weissmann Report Professional Travel offers a variety of services to our international travelers Health Regulations We advise travelers on their trips necessary health requirements, including inoculations and vaccinations required or suggested for their intended destinations Foreign Destination Information We advise on conditions at various foreign destinations, including climatic conditions, appropriate and essential clothing, time -zones, national and religious holidays local customs (e g , tipping), locations of U S embassies and consulates, unsafe carriers, destinations, do's and don'ts, and customs declarations Technical Advice We offer information about the latest foreign currency exchange rates and transactions, on auto insurance with foreign car -rental services, on excess baggage requirements and fees, etc Professional Travel 22 The City of Fort Collins Response to Request for Proposal — No P687 tidy 23, 1998 ;,y�;,�<<:,�a.��lr�,�,.m ,r..,.;.. ,�,,,..,.�11DESCRI TION OF SERVICES Lid 10 "�����, Passport and Visa Assistance We assist your travelers in obtaining passports and visas We provide your international travelers, with passport photos, free of charge, and the necessary forms and documentation including visa applications from more than 100 countries Passport Monitoring Service We maintain a computerized listing of all passport numbers for international travelers This system automatically alerts us when someone's passport and visa is about to expire We then notify the international traveler in writing approximately six months prior to the expiration International Pricing We issue the return portion of international tickets in foreign currency if doing so will save your company money Our travel counselors also check to see if charging a domestic discount fare for the applicable domestic portion of the itinerary will result in savings International Emergency Service We offer international travelers 24-hour emergency service 7 days a week Your travelers are issued a card listing toll -free access codes Over the phone your travel agent will make whatever changes are needed and will do so according to your travel policies The codes for the countries listed below will connect your travelers with the same travel agents that handle our domestic emergency services In areas where toll -free codes are not available, your travelers may call us collect Australia Bahrain Belgium Denmark France Germany Greece Hong Kong Indonesia Ireland Israel Italy Japan Luxembourg Malaysia Mexico Netherlands New Zealand Norway Philippines Portugal Puerto Rico Singapore South Korea Spain Sweden Switzerland 1 Taiwan Thailand United Kingdom Global Ticket Delivery Through our SYNERGI affiliation, we offer ticket delivery within any city where a SYNERGI partner is located If, for any reason, you require a new ticket while en route, we arrange for free delivery Currency Services We offer travelers checks to all travelers for domestic and international business and personal travel We do not charge a fee for this service We also assist with cash transactions and check cashing In addition, we have a proprietary software program that provides current exchange rates in $1, $5, $10, $25, $50, and $100 increments to assist your travelers in using foreign currency We provide this exchange information to your travelers on a laminated card for ease of use and durability Professional Travel 23 The City of Forr Collins eResponse to Request for Proposal — No P687 hdv 23 1998 AM DESCRIION OF SERVICES Windows to the World This date -sensitive database allows us to provide our international clients with destination information highlighting special interests selected by the traveler We provide travelers with a unique TripPlan, including information on business services and protocol practical information on emergency services, tipping practices, airport information, etc , and even information on restaurants, current theater offerings, and nightlife See Attachment 8 for examples of international information ♦ Detail services provided to the City for obtaining passports and visas for foreign travel. Professional Travel's InterRES Division is dedicated to handling international travel handling and supports our branch offices with international reservations The passport and visa assistance provided by our InterRES Division is described in detail in our previous answer 4. Lodging The Contractors shall provide lodging reservation services; including initiating and confirming reservations. Wherever possible, discounted government rates shall be obtained for City travelers. The traveler will make final selection of accommodations. ♦ Describe your company's lodging reservation process. Include details of government and other discount rates that would be available to the City Our agents will assist City of Fort Collins' travelers with all hotel reservations Most hotel reservations are made directly through our CRS If the hotel's reservation system is a direct link with our Apollo system, we guarantee the reservation with the traveler's individual credit card by sending that information to the hotel immediately If the hotel is not in our CRS, the agent will call the hotel to confirm and guarantee the reservation with the individual traveler's credit card In either instance, the hotel confirmation number and rate will appear on the traveler's itinerary Our Fort Collins branch office is experienced in handling government accounts and offering the government rates to travelers from hotel vendors that extend government rates Every time the City of Fort Collins requests a hotel reservation, Professional Travel's agent wdl research at least three different databases First, we will identify the government rates and compare the government rate with our SYNERGI rates and with rates described in our Focalpoint reservations systems In some cases the Professional Travel agent will telephone properties or hotel chains directly to see if any special or promotional rates are available that may not be listed in the computer systems Professional Travel will always offer the lowest of rate As discussed in detail in our previous answer, Professional Travel has a strong history in negotiating beneficial hotel programs for our clients However, our hotel program encompasses more than lust discounted rates Professional Travel 24 The City of Fort Colhm Response to Request for Proposal — No P687 /u1v 23 1998 % ! DESCRIPTION OF SERVICES 1 F C 1 Ll lJ 1. 1 1 l" " J iI 1 1 C We offer a wide selection of both domestic and international hotels We accept the responsibility not only to book the lowest fares, but to also search for the features that best accommodate your travelers' needs As previously mentioned, our hotel program has recently been rated the best value in a survey of major travel agency organizations' hotel programs The survey, conducted by an independent market research firm, Travel Marketing Services (TMS), gave this honor based on the terms of our superior negotiated rates, perks, and block space Block Space Additionally, a portion of our preferred hotels allocate block space to us every day of the year, so we can confirm a room, even when an entire city is sold -out Our block space program has more than 1 3 million room nights a year in cities throughout the world 5. Traveler's Itineraries The Contractors shall provide to each traveler and Department or Office a complete written trip itinerary including, but not limited to, the following: a. Carrier(s), b. Flight, train, bus and voyage number(s), C. Departure and arrival time(s) for each segment of the trip, meals or other amenities; d. Ground transportation facilities (e.g., taxi or shuttle bus) at destination(s), e. Name, phone number and location of hotel/motels and room rates booked by the Contractors at each destination; and, f Name, phone number and location of rental cars and rates booked by the Contractors at each destination. g. Company contact name, phone and fax numbers. Through our International department Professional Travel can provide each traveler or office a complete written trip itinerary of all the services listed above For clarification we have provided you with a sample itinerary for domestic travel Please see Attachment 9 6. Management Reports The Contractors shall provide management information reports to the City As a minimum, the Contractors shall develop and submit the following reports a. Itemized, monthly, travel reports for City representatives These reports will include, at a minimum, the following: Professional Travel 25 The City of Fort Collins Response to Request for Proposal — No P687 July 23, 1998 ''OESCRIPrION OF SERVICES (1) The Travel Authorization number for the travel documented. (ii) The full name of each traveler, ticket number, travel dates, and transportation charges by mode of travel. (iii) Lodging and rental vehicle charges. e (iv) Exceptions to policy, rates, carriers, and lodging refused by traveler. b. Official transportation services reserved or purchased with the City's credit card account must be to included, to the extent possible, in management information data reports required under this contract. The contractors must reconcile credit card billing and contractors's billing C. Annual usage reports containing a summary of the monthly reporting ♦ Detail report types offered by your company and methods used in providing management and billing reports. Our customers are provided levels of report flexibility and data customization Professional Travel believes the key to corporate travel management and reduction of travel expenses is to have a thorough knowledge of current travel trends Professional Travel is committed to helping our customers identify their travel patterns Professional Travel offers monthly standard reports, a color graphic reporting package and ad hoc reporting capabilities The monthly standard reports listed below are those most frequently used by our clients to monitor travel policy and travel dollars spent Each of these reports can be modified to meet your needs and specifications For instance, we can program parameters to include Saturday night stay savings Our customer's reports can be customized to meet any criteria you select and delivered in the time frames you request See Attachment 10 for examples of the standard reports listed below Travel Managers Summary Period Sales Report Destination Analysis Savings Analysis Advance Purchase Pre -Ticket Audit eTravel Spent by Department Hotel and Car Report Unused E-Tickets Professional Travel will also work with our customers to develop the customized reporting needs that are necessary Professional Travel's fee for customized reports is $125 00 per hour Professional Travel is currently working on a new program that will provide us with the ability to send all of our reports electronically We anticipate the implementation to be completed by 3Q98 At this time, the majority of our reports are available on paper, diskette or electronic transfer Professional Travel's MIS staff is responsible for design and production of management reports For the last ten years, we have provided customers with reports from our Professional Travel 26 The City of Fort Collett Response to Request for Proposal — No P687 Jul), 23 1998 � ,l DESCRIPTION OF SERVICES 0 Il 2 C F 1 L proprietary software called TRECmate TRECmate, in tandem with our accounting system MAX, provides more than fifty pre-programmed reports Professional Travel's TRECmate Reporting System is Responsive All our management reports are written on Professional Travel's proprietary software Therefore, we can provide daily, weekly, monthly, quarterly, and annual reports as specified by your company This means that Professional Travel can remain responsive to your needs in designing other reports to help you achieve your travel management goals Prompt Consolidated management reports using the agreed -upon formats for the preceding month will be in the hands of your company's personnel by the 15th working day of the following month The information you receive will still be fresh and valuable for pinpointing trends, effective cost -saving programs, and new windows of opportunity Consolidated TRECmate allows us to consolidate data from your facilities into one overall report We can generate reports by department, by subsidiary, or by any criteria you request Graphic Professional Travel was one of the first travel agencies in the nation to offer graphic reporting from the AS/400 You can request a graph depicting travel patterns and receive it within hours GLOBAL MAX Professional Travel's Global MAX accounting system is housed in Professional Travel's IBM System AS/400 The system's significant features include A direct point of sale interface with all reservation systems Travel data is indefinitely stored and processed as needed in a variety of formats The production of numerous documents to include consolidated management reports reconciliation reports, billing statements, customized itineraries/invoices, and ticket reprints Information can be downloaded either on disk or from a magnetic tape drive Data can be sent to customers electronically or by hard copy 1 The programming language is flexible We are not limited by canned programming packages Data is taken from any file in the IBM AS/400 memory and provided to you in requested formats This capability allows us to be very responsive to requests for specialized reports and billing formats Global MAX is the system used to consolidate reports from all locations serving your company Reports can then be produced at any level — starting at an individual traveler and rolling up to the entire company Professional Travel 27 The City of Fort Collins Response to Request for Proposal — No P687 July 23 1998 �bEStRIATION OF SERVICES VantagePoint (formerly Travel Manager Work Station) Standard and customized reports are produced with VantagePoint, which was developed by Prism Group ATI Technology has a preferred relationship with Prism stemming from our unique working relationship As one of the first users (6 years ago) we have participated in a number of beta -tests This has given us the opportunity to influence the system's capabilities VantagePoint offers your company the capability of having virtually any report in any media desired This includes the manipulation of your company's designated employees' desktop for report generation VantagePoint should not be confused with airline sponsored packages that are limited in flexibility Reports are generated on an operating platform that processes information 10 times faster than DOS -based systems VantagePoint is utilized by many of the nation's Fortune 500 companies From our joint USOP com web site (Professional Travel's site as well as our national affiliates), Professional Travel will provide our customers with the ability to submit travel requests and traveler profile updates Pre -trip reporting is sourced from the AQUA application that refreshes its data every 15 minutes Post -trip reporting is sourced from Vantage Point, which is updated with transaction activity from MAX once a week The ability of our customers to access current information regarding their travelers combined with the convenience of Internet access would provide the best possible "real time" service aour customers Benefits of Vantage Point include • More friendly GUI -based user interface • Support for the NT server/workstation operation system (rather than OS/2) • Ability to specify more complex data selection criteria • Support for e-mail delivery of reports to clients and data transfer to client desktop analysis tools (such as EXCEL) via viewer module Pre -Trip To assist our customers with pre -travel auditing, our MIS department has developed special management reports called Pre-Tix that report on travelers before they travel These e reports identify itineraries that could have used lower fares, and for these itineraries, it will list those travelers who are using discounted fares and those who are not Because Pre-Tix reports can be delivered to your company before departures, you can use them to take corrective action before flight time and save money Our most recent results show that Pre-Tix has brought companies savings options of over 23% on itineraries, where the lowest fare has not been accepted Professional Travel Pre- Tix can be further programmed to capture whatever data you require Pre-Tix can be especially valuable to your in-house meeting planners With Pre-Tix we can generate pre -ticket arrival and departure lists so you set up hotel space and ground transportation efficiently Post -Trip The Combined Savings and Analysis Report is among the monthly reports Professional Travel generates to keep your company's travel managers aware of their travelers purchasing habits This report details every trip made during a specific period, and fare Professional Travel 28 The Cuv of Fort Collim Response to Request for Proposal — No P687 July 23 1998 DESCRIPTION OF SERVICES chosen compared not only to full coach, but lowest available fare If the lowest fare was not chosen, the Combined Savings Analysis Report provides a reason code Unused or Partially Used E-Tickets Professional Travel's commitment to continuously focus on bringing added value services to benefit our corporate clients is evident in our e-ticket reporting product We have developed a program that will monitor New Century Energies' e-ticket usage Within 24 hours after the e-ticket is not used, it is listed on the e-ticket tracking report The e-ticket is then purged off the e-ticket report once it is used This report can be provided to The City of Fort Collins to keep travelers informed of partially used e-tickets Credit Card Reconciliation Professional Travel can perform credit card reconciliation on your behalf, if your company utilizes a central billing system for all airline ticket sales Professional Travel receives a monthly magnetic tape from your credit card company, and loads the data into its central computer system We then match the credit card data with the data from our system to reconcile the statement The reconciliation can be organized by department, division number, traveler or any method you direct Unmatched items, such as airline refunds, are printed on an Unmatched Report Our accounting manager then researches these items and once identified, we will provide the details This service will save your accounting department many hours of research Web Based Reporting The capabilities and use of online products for travel management are expanding at an incredible rate AQUA 2000 responds to this trend through our Web based reporting Professional Travel will provide both pre -trip and post -trip reporting capabilities via the Internet These reports allow travel managers to ensure travel policy is both being adhered to and accomplishing the desired results With pre -trip reporting, problem areas can frequently be identified before a trip has been taken Reporting via the Internet proves to be a valuable tool for travel managers as dynamic reports are created on the fly and results are seen within seconds Reports are printable as is, or we can design them to be imported into your favorite spreadsheet application VlNnet T & E Management Professional Travel and VlNnet have created a strategic partnership, which offers a highly effective and versatile solution to companies that are focusing on reengineering the T&E process With VINnet's travel and expense management software, your company's expense reporting process is fully automated and streamlined, resulting in greater control and an opportunity to reduce total T&E expenses T&E Expense Reporting Automated Travel & Entertainment program helps you gain control over your company's third largest expense VlNnet works with most booking systems Pre -population from the corporate card company is analyzed against populated air information requiring the traveler to add only cash expenses The expense report is approved and processed by the corporation via e-mail technologies Professional Travel 29 The Cny of Fort Collins 1 Response to Request for Proposal —No P687 Judy 23, 1998 El PROPRIETARY INFORMATION The information contained herein, along with all data and specifications, as well as the terms of this proposal, shall be deemed confidential between Professional Travel and City of Fort Collins. The terms, information, and/or data shall not be used by or disseminated to third parties without the written approval of Professional Travel �;`;'�' �.� 'DESCR ATION OF SERVICES Benefits to Customers Download expense data from ANY charge card Eliminate re -keying of expenses a • Graphic interface makes for easier report preparation • Reports are routed electronically • Expense reports are complete, accurate, approved and in compliance with policy Faster processing, faster reimbursement • Easily accessible data for analysis, budgets, forecasting and better vendor negotiations due to "actual -spend" figures • Seamlessly integrates with existing and future financial systems, travel systems, e-mail and operating systems • Everyone in the organization can use VINnet 4Q +k IIw ti C Y H t Professional Travel 30 The Cuy of Fort Collins Response to Reguestfor Proposal— No P687 fuly 23 1998 No Text 'Cap Professional Travel corporation PTC USE ONLY Managing Travel As You Manage Business Par Dare INDIVIDUAL,TRAVELER PROFILE gompany Delivery address, floor, room # Traveler _ Title Department Number (statement/invoice info) Department Name i Business phone Administrative Assistant Reating ❑ non-smoking ❑ bulkhead ❑ smoking ❑ exit row �ipecial meal requests _ kirline ; _ r Ii?"1 Home phone (emergencies only) Phone ❑ aisle ❑. window Frequent Flyer Numbers " Olirlme Ticket Payment (hst.credit card name, number and expiration date) _ Buy special requests Please rank the following services in order of importance 1 = very important 5= least important seats delivery phone response time low cost alternatives ❑ other Return to: 84 Inverness Circle East Englewood, CO 80112 Phone: 303 706.0500 Fax. 303 706.0505 To 9 7060606 �A� Professional TraNel Corporation i pa9,1 of 1 TunC.y Fpnl 15 1997 3 1 To '. ALE— IFrom To Date Time For LLAR: sII L�L1� Dem er CO Las Vegas N V 19May97 10 00am PT` Las'v"egas Nam' Demer CO 21�Iay97 2 o0pm 1; �pr37 li u9 10 ` ID# 1461r R')6KT- Monda-,. Ma), 19 Denver CO USA to Las Vegas N-V. USA Depart arrive Carrier Flight Meals E w Sto s On T1me Duration A 8 10am DEN 9 Olam LAS United 2701 737 N 0 900o 1 51 B 8 55am DEN 9 47am LAS Frontier 15 737 N 0 152 C 9 35am DEN 10 24am LAS United 2703 737 N 0 90010 149 D 10 loam DEN 11 Olam LAS United 2705 737 N0 90010 151 E 11 05am DEN 11 57am LAS Frontier 17 737 NO - 152 F 9 30am DEN- 10 56am LAX United 1247 Brkfst 737 C 0 60% 406 11 35am LAX 12 36pm LAS timted 2156 737 C 0 50% W"ednesdav Mav 21 Las Vegas N-v USA to Demer CO USA De art arrive I Carrier Flight Meals Equip I Stop s On T1 ne Duration 1 12 Oop LAS 2 45pm DEN United 2710 737 N 0 90010 145 2 12 30p LAS 3 L pm DEN Frontier 18 737 NO - 1 43 3 1 15pm LAS 3 58pm DEN United 2712 737 NO 604'o 1 43 4 2 0opm LAS 4 43pm DEN United 2714 737 N0 8006 1 43 5 3 0opm LAS 5 41pm DEN United 2716 737 N 0 8006 141 6 1 40pm LAS 2 41pm LAX United 2252 737 C 0 800'o 411 3 4013m LAX 6 51pm DEN United 346 - 737 C 0 80% IRound Trip Coach Far Airport Cndes 1 3 4 5 6 DEN Demer CO USA LAS Las Vegas Ni v, USA T,6= j 416= 386= 386= 576 422= IA LAX Los.Angeles Ca, USA = vndicares non-rehmdable aenalry rams { B 11�4. 36a= 121= �_1= li1T 3"5« C 476,= 416= 386= 386= 5---6 D 4-6= 316= =86F 386= 536 12_a E F 364� 1 304a 36d= 361= 414= 315= F I 163= 1 1C8= 3-3= 3-3= 513= 1C9= {tares suv7ect -o a iaila6linv,restnctions at Zme of boolanz- Mcncgers or Supervisors signcn re Professional awl cjj ATE CUST # PERSON CALLING— TRAVELER(S) NAME_ DATE OF TRAVEL_ a A!& ❑ DUPLICATE TICKETS ❑ INCORRECT FOP ❑ LOST TICKET ❑ AIR MISC. BRIEF EXPLANATION; V TAKE ACTION FORM O INATOR COMPLETE SECTION BELOW YOUR NAME EX7 COMPANY NAME BAR TITLE CAR. ❑ OVERCHARGE ❑ NO RESERVATION ❑ EXPRESS SERVICE NOT GIVEN ❑ MISC ❑ HOTEL. NO SHOW ❑ OVERCHARGE ❑ INCORRECTIDATES BOOKED ❑ MISC. PH # PH Cl tfF1 IVFRY. NOT DELIVERED AS REQUESTED ❑ FED/EX INCORRECTLY ❑ DELIVERY MISC CUSTOMER RELATIONS COMPLETE SECTION BELOW SERVICE REPRESENTATIVE DATE RECEIVED YPE OF PROBLEM BKG AGT/CAUSE INVOICE # TICKET # DETAILED RESOLUTION FOR ACCOUNTING USE ONLY SHORT EXPLANATION SHORT RESOLUTION DATE RESOLVED SIGNED OFF INPUT MAX CLOSED MAX __..-... n.ur 1nov m noires at �o J w / / PROFESSIONAL TRAVEL CORPORAON EVALUATION BY SERVICE ALLIANCE Date Called 7 Reservation utfo Tune Called �/3� 14 Agent '-�/ G- - / _; M3 Date Reserved/ attempted / m „CT.vv.IK.''Destinxtion //ll /Jl FtT If on hold, how long' Was agent friendly' (1) No Was agent knowledgeable' (1) es No Comments on Greeting m ' ced Diagent ask for reservations" 414 - Yes No Did agent offer lowest fare available'(5) es No (Mention type of fare quoted, i e flight specific; overtunent, -day, 21-day) TQ Comments Did agent offer connections/alternate airports or carriers' Yes Did agent advise how much a Saturday night stay would save' Yes Comments on Sales process 'STOMER CERVICES d agent ask about seating preference' (3) Yes No !Didagent recap Form of Payment' (1-USW) No d agent read back vital information' (1) es No Did agent offer delivery options' (2) ( i e UAL E- tickets, DIA) es No Did offer car/hotel arrangements' (3) Yes No agent Comments on Customer Services i Did agent end conversation with Thank You or a positive comment' (1) No Did agent use your name during conversation' (1) //may No Comr.:nts r w How long did :he reser�ation process :ake' F R cre :here anv mte. eruptions' Yes No C crnrlents M le PHONEIREVENUE STATISTICS Week of June 1 - June 5. 1998 aCalls PHONES answered within 30 seconds sconds 180 seconds 300 seconds % °la % is 95 3 2 0 QCorporate Federal 91 7 2 0 InterRes 86 9 5 0 US West 90 7 3 0 US West Inc 92 100 3 1 0 0 0 Vacations+ 0 Corp Leisure 100 0 0 0 M&E 96 2 1 0 Sports 9Z 2 2 0 TOTAL 9411.1 17 1.8 0.0 Total Total Total Total ACD' Overflow Calls Caus Calls Calls IN AmMed Anmmmd Abandoned Corporate 1127 0 0 1127 1083 2336 44 92 Federal 2428 2428 InterRes 303 0 303 293 10 US West 1769 0 1769 1692 77 US West Inc 404 1.3 417 401 16 Vacations+ 131 0 131 131 0 Corp Leisure 136 0 136 136 0 M & E 109 0 109 109 0 Sports fig 0 69 65 4 TOTAL $476 13 6489 6246 243 Average Average ACD Delay Abadoned Delay Corporate 6 seconds 43 seconds Federal 13 seconds 42 seconds InterRes 12 seconds 38 seconds US West 11 seconds 41 seconds US West Inc 4 seconds 22 seconds Vacations+ 0 seconds 0 seconds Corp Leisure 1 seconds 0 seconds M & E 9 seconds 32 seconds Sports 6 seconds 1 seconds TOTAL 7 seconds 24 seconds `ACD refers to calls directly from ACD system k Percentage of ACD Calls Abandoned 3 9% 3 8% 3 3% 4 4% 3 8% 0 0% 00% QJM UN 3.7% M Travel Consultant NAME Gina Oswald JOB TITLE Travel Consultant YEARS OF INDUSTRY EXPERIENCE 13 YEARS WITH PROFESSIONAL TRAVEL 2 JOB HISTORY Professional Travel 1996 — Present Carlson Wagonlit Travel 1992 — 1996 Fort Collins, CO Choice Travel 1990 —1992 Fort Collins, CO Loveland Travel 1988 — 1990 Loveland, CO Aggie Travel Points 1985— 1988 Fort Collins, CO SKILLS AND EXPERIENCE Gina Oswald's travel industry experience as well as her professionalism in serving her clients qualifies her for making reservations for government employees Oswald is a part time instructor at the Travel Trade school in Fort Collins EDUCATION Associates Business Degree Travel, Allentown Business School Allentown, PA Travel Consultant NAME Karen Mohrer JOB TITLE Travel Consultant YEARS OF INDUSTRY EXPERIENCE 14 YEARS WITH PROFESSIONAL TRAVEL 3 JOB HISTORY Professional Travel 1995 — Present American Express 1994 — 1995 On -Site Fort Collins, CO Aggie Travel Points 1984 — 1995 Fort Collins, CO SKILLS AND EXPERIENCE Karen Mohrer's travel industry experience as well as her professionalism in serving her clients qualifies her for making reservations for government employees EDUCATION Travel Trade School Fort Collins, CO CTC Fort Collins, CO iJ u 71 E H 11 Ft E CI t ` COMPANY HISTORY COMPANY HISTORY Recognizing the need to be competitive in the deregulated marketplace, four of Colorado's leading high -volume business travel agencies merged in June of 1983 to form Professional Travel Since then our controlling concept has been to provide businesses with the best travel management services available to support their operations Toward this end, our history has focused on four objectives First, we have hired talented people and trained them extensively Second, we have purchased the most effective current travel technology Third, we have created key affiliations throughout the travel industry Fourth, we have used our people, our affiliations and our technology to give our clients service that is custom -fitted to their particular needs Pursuing these objectives, Professional Travel has grown from $23 million in annual sales in 1983 to more than $1 billion in 1998 with 342 travel offices in 45 states throughout the United States, Canada and the United Kingdom Internationally, we are well represented by our affiliation with Synergio Global Travel Professional Travel was a founding member of Synergi®, which now has offices in 19 countries In 1997, Professional Travel became the founding member of U S Office Product's Travel Division (USOP) As president of the division, Ed Adams has successfully acquired 12 major regional travel management firms to create a company that represents over $1 4 billion in sales and is the fifth largest global travel management company In June 1998, the USOP spin off company, Navigant International, became the first publicly traded travel management company As the newly created company's CEO, Ed Adams' plan is for continued growth through the acquisition of strong regional travel leaders that will provide us with a major market presence in the top 25 travel markets in the country Pursuing regional leaders has provided us with the value of local relationships and intimate market -specific knowledge that we hold as key to our own growth and success This, combined with the aggregate volume that puts us in the category of "mega" agency, creates a unique position for our company Strengthening this position is the recent acquisition of ATI Technology, an industry pioneer in the development, integration and deployment of travel -related software The new Professional Travel is bigger and stronger with significant technological enhancements Professional Travel is a national leader with multi -regional Navigant partners As a systems integrator, we bring value to our customers through providing options with our on-line booking products, service configurations, and extensive account management What remains unchanged is our commitment to our local community and to Colorado Professional Travel is a national leader with our roots planted firmly in Colorado Our growth and innovation, and our willingness to work proactively with and for companies has led to these recent achievements • In March 1998, the Denver Business Journal presented Professional Travel with the Dealmaker of the Year award in the Mergers and Acquisitions category • Business Travel News recently named, Ed Adams, one of the business travel industry's 25 Most Influential Executives for 1997 See Attachment 1 Professional Travel The Gry of Fort Collins Response to Request for Proposal No P687 July 23, 1998 Branch Manager NAME Carolyn Welton JOB TITLE Branch Manager YEARS OF INDUSTRY EXPERIENCE 18 YEARS WITH PROFESSIONAL TRAVEL 14 eJOB HISTORY Professional Travel 1984 — Present Dillard Travel 1983 — 1984 Phoenix, AZ AAA Travel 1982 — 1983 Rochester, MN Your Travel Service 1980 — 1982 Muncie, IN I 1 u I I y r SKILLS AND EXPERIENCE Carolyn Welton has managed the Fort Collins branch of Professional Travel for the last 13 years As Site Manager under the current PT contract, Welton has extensive experience in working with the Federal Government agencies using the Fort Collins office Welton oversees the hiring, on -going training and supervision of staff and day-to-day operations of the branch office She handles client concerns and other customer service matters Welton acts as the offrce's liaison with the PT Headquarters on all technical matters Her responsibilities include handling all aspects of international and domestic business travel EDUCATION Ball State University, Muncie, Indiana 1 4 ',�•fw '} Y t`Y v h 3 Y M1+ �� ypa !� � .�1� � F 411 Ps,¢ t �i,�.9,� W Ype :; { x, . ?National, ;s.. Dollar xT '. i « l ist iS"L �.m+ 'a d if12 Y�6ro A %£ ��'::,b.= ,.�.•.: m':�a� �1.�:'2 ifiA�€s. r,�:�. '�+'W vz� 's�ti:: rrtrrW �errr,r �.v, :�� ..flu,, �:a' ;a..e.i +w-=9:7 ate. ADVANCE PURCHASE REPORT COMPARISON Year To Date - 1997 Total Less Than Less Than Less Than Over Total Amount Full Coach Savings % Savmgs Off Coach Invoices 7 Days % 14 Days % 21 Days _ __ %_ _ _ 21 Days % Paid Fare Fare 12205 3237 26 52% 3223 26 41 % 2248 18 42% 3447 28 24% $6,453,904 41 $14,231,954 01 $7,778,049 60 54 65% Company Company 2 20798 7650 6251 2080 3006% 27 19% 6043 1986 2906% 25 96% 3768 1399 _ 1812% 18 29% 4736 2165 2277% 28 56% _$7,256,81172 $5,053,985 58 $21,022,15342 $9,778,026 12 $13,765,34170 $4,724,040 54 6548°/ 48 31 Company 6124 433 707% 698 1140% _ _852_ _ 1391% 4141 6762%_ $1,701,31533 $3,212,14519 $1,510,82986 4703 Company 6000 3837 6395% 726 1210% _ 3425_70%°__10951825%__$3,913,36133 ___ $5,126,15491 $1,212,79358 2366% 701 Company 5 4135 1498_ 36 23% 1203 29 09% 733_ 17.73%_ 16 95% $2,053,283 58 $4,390,623 50 $2,337,339 92 53 23% Company 6 3949 _ 1773 44 90% 1086 _ 27 50_% _ 37%_ _ _ - _ $3,424,988 64 $4,919,237 84 $1 494,249 20 30 38% Company 7 3750 1906 50 83% 803 21 41% _ _528 _ _ 345 _13 92 0%° _5_62_ _ _14_23%° _ 18 56%_ _ 54 $3,999,879 99 $1 349,095 45 33 73% __696__ Company 8 3732 1012 27 12% 1112_ 29 80% _ _ _ 658_ _ _ _ 17 63%° _ 25 46% _ __$2,650,784 $1,851,416 30 $4,516 262 00 $2,664,845 70 59 01% Company 9 3608 1134 31 43% 916 25 39% __ 5_75 _ 15 9_4% _950___ 27 25%_ $1,735,536 27 $3,594,520 64 $1,858,984 37 51 72% Company 10 3288 919 27 95% 830 25 24% 576 17 52% _ _983___ 963 29 29% _ $1,810,458 64 $4,047,109 86 $2,236,651 22 55 27% M Destination(s) Amval Date Departure Date Traveler 1 Address 2 3 Phone ( ) Fax l ) Agency Name Date Date needed Branch Phone ( ) OJSA Salt Lake City DUTCH LEEWARD ISLANDS EUROPE Provence ncnorage NEW San Antonio Aruba Amsterdam Rome Albuquerque San Diego Bonaire Athens Rhodes NEW danta San Francisco Curacao Austrian Alps N St Petersburg Itantic City Santa ce DUTCH WINDWARD Barcelona Salvador Ew Austin NEW' St Lows ISLANDS Berlin Salzburg Baltimore Seattle St Maarten/St Martm Bonn New Savannah 'Ni oston Savannan �NEw- FRENCH WEST INDIES Brussels Seville Branson Tampa Guadeloupe Bruges N; Stockholm Cape Cod & Islands NEW Tucson NEW; Martinique Budapest J Swiss Alps ' NEw' Charleston Taos NEW St Barthelemy Burgundy NEW Thessaloniki F— Chicago Washington D C JAMAICA Cambridge --NEW- The Hague ,NEB Cincinnati CANADA Kingston Cologne 'IEW' The Fiords 01 -leveland Montreal Montego Bay Copenhagen Venice Columbus Ottawa Negnl Cork Vienna Dallas/Ft Worth Quebec City Ocho Rios Dresden N York Denver Toronto PUERTO RICO Dublin Zurich Detroit Vancouver Ponce Dusseldorf ,NEw` MIDDLE EAST Fairbanks Victoria 'WE—" San Juan Edinburgh Istanbul aFlorida Keys --Maw- CARIBBEAN I TURKS & CAICOS Florence Jerusalem Juneau "NEwI BAHAMAS Grand Turk/Providenciales Frankfurt Tel Aviv NEW Honolulu Abaco U S VIRGIN ISLANDS French Riviera PACIFIC RIM aHouston Eleuthera/Harbour Island St Croix French Alps kivyW AUSTRALIA/ Indianapolis Exuma St John Geneva NEW ZEALAND Island of Hawaii Freeport St Thomas Galway �, Auckland Kansas City Nassau/Paradise Island LATIN AMERICA Glasgow Melbourne Kauai BERMUDA ARGENTINA Greek Islands , NEW South Island Las Vegas Bermuda Countryside Buenos Aires Hamburg �J Sydney aLos Angeles Hamilton BRAZIL Heidelderg New CHINA Maw BRITISH LEEWARD ISLANDS Rio de Janeiro Istanbul _� Beijing Madison NEW Anguilla Sao Paulo Island of Crete Nam` Guangzhou DMempnis Antigua,Barcuaa COSTA RICA Kerry 'kiW �' Shanghai miami St KdtsrNews San Jose Lausanne JAPAN MflwauKee BRITISH VIRGIN ISLANDS MEXICO Lisbon Kyoto aMinneapolis/St Paul TortolaiVirgin Gorda Acapulco Loire Valley —NEW Nagoya Monterey Bay NEW BRITISH WINDWARD ISLANDS Cancun/Isla Mujeres London Osaka Napa & Sonoma NEW Barbaccs Cozumel Luceme NEw Tokve Nasrville Dcmir-ca Guadalajara Macnc �- YoKcnama fl�, New Orleans Grenaca Ixtapa/Zihuatanelc Milan OTHER PACIFIC RIM Ne,v York City St L" a Los Cabos Moscow DESTINATIONS St Virce^t Mazatlan Muniri Bali/Lombok �Orlarcc Daim Sonngs Trinicac -ceacc Mexico City Naeies NEW BangkoK ";iiacelenia CAYMAN SLANDS Monterrey Ncrmancv NEW Hang Kong/Macau �hcenix Tre Ca�-ians Oaxaca CSic - March DOMINICAN REPUBLIC Puerto Vallara Ox;crr vEN Seoul Santo=cmingc VENEZUELA gars Singacore �Pe^a-arce Caracas Prague Taioei April-37 O R L DV I E w ISSUING OFFICE: PROFESSLiNAL TRAVEL C04c. 24 INVERNESS CR. E ENGLEWOUD CO '3011' Acct No Date Page invoice 4O a PASSENGER NAME: I I ' JUN E'7 1'a�ic p1I :45U7= PASSENGERS MUST RECONFlRM YOUR RESEPNATICfvS _, -EAS"' �C,,, PRIOR TO .LL INTERNATIONAL DEPARTURES 7 5 ALSO -O'aSABL ,N DOMESTIC FUGHTS TD RECHEC% DEPARTURE TIMES Li Ii II -II -- 0 t y„ _:,_ ORIGINALTERMS DUE UPON RECEIPT Soid To Deliver To AGENT: DZUHK QPTC MUST BE NOTIFIED OF ANY DISCREPANCIES IN THIS DOCUMENT WITHIN 24 HOUR_, OF RECEIPT JUL _ - TUE'SDAY AMERICAN 1_250 COACH CLASS EQUIP-MLI-80 JET LV: DENVER 810A NONSTOP MILES- 644 C- N- TRME-I AR: DALLAS/FT WOR 110CIA ELAPSED TIME- 1:50 SNACK a AMERICAN 121. LV: DALLASiFT WOR COACH CLASS 12S4P EQUIP-MD-3O .JET NONSTOP MILE=:- 448 CONFIRMED AR: NEW ORLEANS ­111P ELAPSED TIME- 1:37 CAR RENTAL _CCATION-NEW ORLEANS PICKUP-23 JUL 98 RETURN-30JUL VENDOR -NATIONAL CAR TYPE-1 INTERMED 2/4 DR RATE- 57.q'3 DAILY MILER E-UNL/MI CONFIRMATIIN-1575r�55228COUNT HOTEL RE_,ERVATION DAYS INN NEW ORLEANS 5801 READ HLVD NEW ORLEANS LA 7012-7 FAX-504 245-8340 ROOM RATE- 63.00 CONFIRMATION-66105'-�74 CHECK IN-28 JUL 98 CHECK OUT-3OJUL PHONE-504 241-2500 02 NT/ act JUL 'I - THURSDAY AMER ICAN 1054 COACH CLASS EQUIP -MD -ail .JET LV: NEW ORLEANS 251P NONSTOP MILES- 448 CONFIRMED AR: DALLA::/FT WOR 426P ELAPSED TIME- 1:=5 0 U ISSUING OF E. PROFESSIONA TRAVEL CORP. 84 INVERNESS CR. E ENGLEWOOD CO 80112 PASSENGER NAME: Acct No ( Date Page Invoice No J IIN _9 1'= I9c OL=:4507c" PASSENGERS MUST RECONFIRM YOUR RESERVATIONS AT LEAST 72 HI,LRS PRIOR TO ALL ATERNATIONAI DEPARTURES IT IS .LC ADVIS..ELE DOMESTIC FLIGHTS TO RECHECK DEPARTURE TIMES RFI"I IR'1-I I I II .ATI IR: R1 X9q._ ORIGINAL TERMS DUE UPON 9ECE'P- QSOW To Detiver To as AGENT: DZUHK PTC MUST BE NOTIFIED OF ANY DISCREPANCIES IN THIS DOCUMENT WITHIN 24 HOURS OF RECEIPT 3� � JUL ':;8 — THURSDAY AMERICAN 729 COACH CLASS ECIIIIP—MD-80 JET LV: DALLA'_/FT WOR 500P NONSTOP MILES— 644 CONFIRMED AR: DENVER 605P ELAPSED TIME— .2:05 1 AIR TRANSPORTATION 486.34 TAX 59.76 TTL 546.00 I SUB TOTAL 546. 00 AMOUNT DUE 546.00 ,I 0 t ® -•-�^— CENTRAL ACCOUNTING OFFICE PHONE: (303) 706-0500 sav �, 41 PTA REPORT REQUEST FORM Date Customer Number Date Range _ Person Requesting Customer Name (CIRCLE ONE) ONCE I SUMMARY REPORTS AIRLINE ANALYSIS Travel Manager's Summary ❑ Domestic Only Current, YTD, Previous YTD (8-01) Also for specific airline COMBINED SAVINGS Air Travel Only w/ Service Fees (8-04) ❑ Air Travel Only by Dept Code Also for specific airline or psgr (2-13) ❑ International Only Also for specific airline ❑ Domestic & Int'I Also for specific airline Air Travel Only in Alpha Order ❑ Also for specific airline or psgr (2-01) ❑ Air/Car/Hotel by Dept Code Also for specific airline or psgr (5-13) Air/Car/Hotel in Alpha Order ❑ Also for specific airline or psgr (5-23) Phone WEEKLY MONTHLY QUARTERLY DETAILED REPORTS Frequent Traveler Summary (1-10) Available In Freq or Alpha order (4-02) Advance Purchase Reports (5-06) by Dept (5-22) or Alpha (5-09) ❑ Form Of Payment - Detail (3-20) Available by specific credit card (4-04) ❑ Exception Report by Dept CAR & HOTEL REPORTS by Dept (2-17) or Alpha (2-16) Detailed Car Report by City (4-09) CONTRACT NEGOTIATIONS Detailed Car Report by Car Co ❑ From/Torro - D & 1 (4-10) Airline Analysis -Domestic Only Detailed Hotel Report Airline Analysis-D & I Sorts by City (4-11) The above three reports for ❑ Hotel Usage by Nights Booked (Airline Code) DESTINATION ANALYSIS Summary by Chain or Property (72-01) PERIOD SALES oFrom/To - Domestic Only ❑ Period Sales Report Also for a specific airline (1-06) TICKETING REPORTS Domestic & Int'I separate (2-12) ❑ From/To - International Only ❑ Exchanged Tickets Also for a specific airline (5-05) ❑ From/To - Domestic & Int'I ❑ Voided Tickets Also for a specific airline (3-21) ❑ From/To/To - Domestic Only ❑ Refunded Tickets Also for a specific airline (7-17) _ FromrFo/To - Int'I Only Also for a specific airline ❑ (7-18) Prepaid Tickets From/To/To - Domestic & Int'I ❑ Service Fee Report Also for a specific airline (4-08) U Fromrro/To - D only with Miles ❑ Ordered By (4-21) I Notes Due Date Electronic Ticket Period Sales (6-07) All Airlines offering E-Tickets (7-10) ❑ Yearly Period Sales (4-05) By Month / D&I separate (N2-12) (4-06) GRAPHS (F2-12) ElSavings Analysis (7-20) Travel Dollars by Department (4-03) ❑ Period Sales by Customer Completed by 0 PTC 715 IiMP. CONY HISTORY � id N n HI H H H • Travel Agent Magazine recently awarded Ed Adams the Person of the Year award in the corporate travel industry for 1997 The publication also recognized Mr Adams for his entrepreneurial spirit specifically related to his travel agency acquisition strategy on behalf of Professional Travel's parent company, U S Office Products Professional Travel received Travel Weekly's Best Client Service award three years in a row The most recent award was based not only on our relationship with our customers, but also on our commitments to our employees and the community • Professional Travel was honored as the Company of the Year for 1995 by the Colorado Association of Commerce and Industry in the Marketing Innovation category This honor is awarded to companies who demonstrate industry leadership through their customer -oriented focus, company involvement in the community, diversification of the company's market presence, and unmatched service to their clients Professional Travel received the 1995 Wednesday's Child Award from the Rocky Mountain Adoption Exchange The Exchange annually honors a Colorado corporation for its outstanding philanthropic contribution to the Denver Community to help build a better future for children who have been the victims of abuse and neglect The Colorado Chapter of the Public Relations Society of America awarded the 1995 CEO of the Year Award to Ed Adams This distinguished honor is given to a Colorado -based company leader who has demonstrated respect for and appreciation of the function of public relations and actively supported and originated creative, ethical and community -responsive public relations programming • The Minority/Woman Business Enterprises Association awarded Professional Travel the 1994 Outstanding M/WBE Advocate Award for its alliances with minority- and women -owned businesses and its commitment and support of NI/WBE programs Professional Travel received the 1994 Colorado Business Ethics Award in the General Ethics category The University of Denver and the Samaritan Institute grant this annual award to a company that exhibits excellence in corporate social responsibility The travel industry has changed dramatically since deregulation of the airlines 15 years ago The next 2 to 5 years will be ripe with new opportunities and challenges for corporations, agencies and suppliers New and improved technologies, corporate consolidations and changing workforce environments will impact the entire travel industry In this increasingly complex environment, designing and implementing creative solutions for increased profitability and cost reductions for all partners will continue to be our challenge Here are some future programs we are tracking and/or developing • Commodity -based purchasing on the Internet • Block inventory purchasing • Distressed inventory Purchasing Airline, hotel and car net fares • Global agreements and consolidations Professional Travel The Cay of Fort Collins Response to Request for Proposal No P687 ° Jule 23 1998 �.,E, COMPd Y HISTORY =(m 3„l,t���'�,�@hnii,II,k I, N N n r f✓ FI C H L1 H N I� As our history proves, Professional Travel is prepared not only to embrace but also to lead the industry in creating new models that will create benchmarks for the way we approach travel in the 21st century Our business mix has remained relatively unchanged over the past five years, and is as follows Corporate 83% Leisure 10% GroupslMeeting 7% Domestic 85% International 15% OUR PHILOSOPHY, VALUES AND CORPORATE CULTURE Fifteen years ago, our founding partners created a company based on our commitment to our work force, our customers, and our community Our mission statement states that we are committed to each, but to each in a different way For our employees, we will provide a good place to work For our business customers, we will deliver customer - centered travel services In our role as corporate citizen, we commit to "returning time and money to the community " Embodied in our mission statement are many of the things that differentiate us from our competitors Our commitment to our employees is expressed in benefits that are not standard in the industry, for example, we were giving our employees family leaves that exceeded current legal requirements years before the laws were established Our commitment to our customers is to create a value stream for each, to create customer loyalty instead of lust new customers Professional Travel is a Colorado -based company with an extensive, award -winning, commitment to community service These attributes are not standard We continuously apply our values and beliefs in a dynamic way as we learn more about our ever -changing industry and our customers' need to operate successfully in it Most importantly, we apply our learning for the benefit of the day-to-day and long-term management of our clients' accounts Doing so benefits our work force as well as the larger community because we share what we learn We believe in education and apply this belief through programs designed to teach our staff, our customers, and our community about the travel industry For our staff, we provide more than lust technical training We focus on human resources training, on programs to enhance management skills, on departmental retreats to brainstorm ideas and clarify goals, on executive strategic planning sessions, and on cross-cultural training For our customers, Professional Travel has provided learning opportunities by hosting events such as our TREC Symposium, our seminars on important subjects such as the airlines' practice of yield management and our annual customer service conference and trade show We value diversity in our workforce as well as in our customers, in our ways of doing business, and in our community Professional Travel actively recruits minority employees We are also engaged in an extensive M/WBE subcontracting network on behalf of a Fortune 100 account Furthermore, through our interactions with our customers' corporate cultures, we have learned to develop new products and new ways of doing business in order to respond to the variety of needs our customers express Professional Travel The Cry of Fort Collrm Response to Request for Proposal No P687 °t lady 23 1998 COMPAY HISTORY f Above all, we believe in and value change Professional Travel has lived through 15 years of dynamic and often dramatic change in our industry, in our company size, organization, in our customers, and in our community We welcome the challenges, we strive to learn from the setbacks as well as the successes, and we take heart In seeing our staff members change from entry-level employees to career committed travel professionals OUR PREFERRED SUPPLIER RELATIONSHIPS As our history proves, Professional Travel is prepared to not only embrace but lead the industry in creating new models that will create benchmarks for the way we approach travel in the 21st century Professional Travel's core philosophy revolves around e providing the ultimate in value and service to our customers Creating preferred supplier relationships that benefit our entire customer base is key to that philosophy Professional Travel's negotiating position is exceptional Supported by our $14 billion market presence and a 15-year foundation of strong local relationships Professional Travel's preferred supplier relationships are extensive and cover all facets of travel industry vendors including airlines, hotels, cars, automation, credit card companies, limousine service and meet and greet service Because of our size and reputation in the travel industry, our relationships with vendors are excellent The major airlines provide us with dedicated liaisons that assist us with trouble -shooting, clearing wartlists, and waiving advance purchase requirements for us in some circumstances Many of our major vendors help us with marketing dollars, and provide seminars on industry -related topics like yield management and corporate traveler safety ACCOUNT MANAGEMENT Professional Travel's account management approach is an influential combination of strategic planning, integrated information, business communication and superior relationship management Account Management is an integral part of our overall service philosophy Professional Travel was the first Colorado -based travel agency with a full service department dedicated solely to customer service/account management Our efforts to maximize a company's investment in travel will succeed on the strength of our working relationship Our people in account management are responsible for ensuring your total satisfaction with Professional Travel's services Your Account Manager will play a key role In analyzing the systems and programs that Professional Travel offers and help determine Q what elements of our services are of value to your company Professional Travel understands that each client's needs are different, therefore, account management must mirror the needs and expectations of each individual company we serve The account manager's role is to ensure your travel management goals are not only consistently met, but also exceeded SUMMARY In our fifteen -year history Professional Travel has changed and grown, always trying to keep in sight our major objective to provide the highest level of service at the lowest Professional Travel The City of Fort Collins Response to Request for Proposal No P687 IV July 23, 1998 HE N1� 3 �•1 Lei W C,OMANY HISTORY cost to our customers As part of the fifth largest travel managerent company in the world, our strategic position with multi -regional offices enables us to provide the best personalized service, buying clout, corporate travel counsel and state-of-the-art technology to our customers Our recent purchase of the premier software integration company in the travel industry, ATI Technology, will support and enhance this position Today's Professional Travel is stronger and larger with much greater technological resources With people, systems and procedures in place, we are ready to handle travel requests for companies as required Supported by our $1 4 billion market presence and a 15-year foundation of strong local and national relationships, Professional Travel's negotiating position is exceptional Creating preferred supplier relationships that benefit our entire customer base is key to our service philosophy Many of our major vendors help us with marketing dollars, and provide seminars on industry -related topics like yield management and corporate traveler safety Professional Travel is a Colorado -based company Doing the right thing is an important part of working at Professional Travel Giving back to the community where we have enjoyed so much success is important to us We actively promote: volunteensm in our developmental goals and Professional Travel people participate in chanties ranging from the SafeHouse for Battered Women to Junior Achievement 'We participate in a company -wide United Way program As ambassadors of Professional Travel in the non- profit sector, our employees bring fresh ideas and unique skills to chanties and civic groups Together we will go to the next horizon of travel management — automated processes, expanded access and more sophisticated purchasing through online information and electronic booking tools We are uniquely qualified to deliver the very best travel services to companies Professional Travel has achieved the current level of excellence through our focus on our customers' needs, our people and our technology Both City of Fort Collins and Professional Travel share the common goals of attaining cost efficiency, product innovation and aggressive growth We have a clear vision of the future of the travel industry and want to share it with you Choose Professional Travel and experience the difference we can make in partnership with City of Fort Collins Professional Travel The City of Fort Collins Response to Request for Proposal No P687 v July 23 1998