Request for Proposals (RfP) PROVISION OF TRAVEL AGENCY SERVICES TO INTERNATIONAL UNION CONSERVATION OF NATURE (IUCN ). IUCN ESARO RfP Reference: IUCN-2025-11-CC Welcome to this Procurement by IUCN. You are hereby invited to submit a Proposal. Please read the information and instructions carefully because non-compliance with the instructions may result in disqualification of your Proposal from this Procurement. 1. REQUIREMENTS 1.1. A detailed description of the services and/or goods to be provided can be found in Attachment 1. Please note that these tender covers both the Eastern and Southern Africa regions. Service providers are required to submit separate Proposals for each region, based on their coverage and capacity to service that specific region. A single combined Proposal for both regions will not be accepted. Each region must be addressed in its own standalone submission. Service Providers may submit a Proposal for only one of the regions. 2. CONTACT DETAILS 2.1. During the course of this procurement, i.e. from the publication of this RfP to the award of a contract, you may not discuss this procurement with any IUCN employee or representative other than the following contact. You must address all correspondence and questions to the contact, including your Proposal. IUCN Contact:
[email protected] 3. PROCUREMENT TIMETABLE 3.1. This timetable is indicative and may be changed by IUCN at any time. If IUCN decides that changes to any of the deadlines are necessary, we will publish this on our website and contact you directly if you have indicated your interest in this procurement (see Section 3.2). DATE-ACTIVITY 28th Nov Dec 2025-Publication of the Request for Proposals 5th Dec 2025-Deadline for expressions of interest 8th Dec 2025-Virtual Pre-submission meeting 12th Dec 2025-Deadline for submission of questions 16th Dec 2025-Planned publication of responses to questions 16th Jan 2026-Deadlinefor submission of Proposals to IUCN (âSubmission Deadlineâ) 21st Jan 2026-Clarification of Proposals 26th Jan 2026-Interviews / site visits / presentations 15th Feb 2026-Planned date for contract award 1st March 2026-Expected contract start date 3.2. Please email the IUCN contact to express your interest in submitting a Proposal by the deadline stated above. This will help IUCN to keep you updated regarding the procurement. 3.3. Pre-bid meeting will be held virtually via Microsoft teams on Monday, 8th December 2025 at 10:00 AM, Kenya Time. Service providers to confirm participation by sending their email addresses together with any queries prior to the pre bid meeting. 4. COMPLETING AND SUBMITTING A PROPOSAL 4.1. Your Proposal must consist of the following four separate documents: ⢠Signed Declaration of Undertaking (see Attachment 2) ⢠Pre-Qualification Information (see Section 4.3 below) ⢠Technical Proposal (see Section 4.4 below) ⢠Financial Proposal (see Section 4.5 below) Proposals must be prepared in English. 4.2. Your Proposal must be submitted by email to the IUCN Contact (see Section 2). The subject heading of the email shall be [RfP Reference â service provider name]. The service provider name is the name of the company/organisation on whose behalf you are submitting the Proposal. Your Proposal must be submitted in PDF format. You may submit multiple emails suitably annotated, e.g. Email 1 of 3, if attached files are too large to suit a single email transmission. You may not submit your Proposal by uploading it to a file-sharing tool. IMPORTANT: Submitted documents must be password-protected so that they cannot be opened and read before the submission deadline. Please use the same password for all submitted documents. After the deadline has passed and within 12 hours, please send the password to the IUCN Contact. This will ensure a secure bid submission and opening process. Please DO NOT email the password before the deadline for Proposal submission. 4.3. Pre-Qualification Criteria IUCN will use the following Pre-Qualification Criteria to determine whether you have the capacity to provide the required goods and/or services to IUCN. Please provide the necessary information in a single, separate document. Pre-Qualification Criteria 1.3 relevant references of clients similar to IUCN / similar work 2.Confirm that you have all the necessary legal registrations to perform the work 3.State your annual turnover for each of the past 3 years 4.How many employees does your organisation have who are qualified for this work? 5.Proof of Travel Industry accreditations: ⢠International Air Transport Association (IIATA) accreditation Certification. ⢠ISO 9001:2015 Certification (Quality Management System), ⢠Kenya Association of Tour Operators (KATO) or its equivalent in other countries, ⢠Kenya Association of Travel Agents (KATA) or its equivalent in other countries. 6 Provide evidence of direct presence or established partnership network within IUCN areas of operation. 7 This assignment is eligible to firms and consortiums only. Application received from individual persons shall be automatically disqualified. 4.4. Technical Proposal The Technical Proposal must address each of the criteria stated below explicitly and separately, quoting the relevant criteria reference number (left-hand column). Proposals in any other format will significantly increase the time it takes to evaluate, and such Proposals may therefore be rejected at IUCNâs discretion. Where CVs are requested, these must be of the individuals who will actually carry out the work specified. The individuals you put forward may only be substituted with IUCNâs approval. IUCN will evaluate Technical Proposals with regards to each of the following criteria and their relative importance: Description-Information to provide-Relative weight 1. Approach and Methodology-25 i) Provide a clear proposal outlining the approach to be used in meeting the requirements of the following as outlined in the scope of work. Indicate lead times for the different deliverables: ⢠Ticketing (2 pts) ⢠Online booking tool (2 pts) ⢠Hotel reservations (4 pts) ⢠Visa Processing (2 pts) ⢠Meetings, Conferences and Events (3 pts) ⢠Travel insurance (2 pts) ii) Propose a dashboard solution which enables IUCN to generate reports, make analysis, view status of tickets etc (5 pts) iii) Develop an implementation plan for the first 12 months of the contract (and annually thereafter). (5 pts) 2. Firmâs experience and capabilities for undertaking the assignment.-40 i) Clearly demonstrate your firmsâ capabilities for undertaking this assignment outlining in detail, how IUCN s methodology expectations will be achieved when delivering this assignment.(10pts) ii) Demonstrate your relationship with the IUCN hotels, ability to negotiate for special corporate rates in these hotels as well as ability to expand the portfolio of preferred hotels (5 pts) iii) Provide a comprehensive proposal detailing your ability to provide reliable transport services for domestic, regional and international transfers and car hires. The proposal should include an inventory of your proposed fleet (outsourced arrangements is acceptable), your operational procedures and evidence of past experience providing similar transport services. (5 pts) iv) Provide a comprehensive proposal detailing your ability to handle meetings, conferences and events. The proposal should include evidence of similar works done. (5 pts) v) Clearly demonstrate ability to provide a dedicated team who will manage IUCN travel requests. Please indicate the proposed number and makeup, outlining relevant experience for the proposed officers. (5 pts) vi) Provide Certified and Valid evidence of financial solvency / capability i.e. a Minimum Annual turnover of USD 5 million (audited financial statements for the last 3 years). (10 pts) 3. Qualifications and experience of the following key professionals to be assigned to this contract-20 Account/Relationship Manager (1 officer) i) Possess over five (5) years of successful experience serving international organizations, embassies, and multinational corporations as an account/relationship manager (2 pts) ii) Bachelorâs degree in business, hospitality or related field (preferred) â attach the relevant certifications (2 pts) Travel Consultants (3 Consultants) i) Possess over five (5) years of successful experience serving international organizations, embassies, and multinational corporations as a travel Consultant. (8 pts) ii) Hold relevant IATA diploma (8 pts) 4. Demonstration/Presentation-15 The service provider will be required to conduct a 30-minute demonstration, covering but not limited to the following areas: Team, online booking tool, Geographic Network & Operational Presence, Technological Capabilities & Innovation, Service Delivery Approach, Implementation Plan and the ability to effectively manage billing processes, approach to deal with complaints â VFM, delays etc. (15 pts) TOTAL-100% NB: Please note that only service providers who score above 60% out of the available 85% in the technical evaluation will be invited to make presentations. 4.5. Only One Proposal The service provider (including the individual members of any joint venture (JV)) shall submit no more than one proposal for each of the Regions, either in its own name or as part of a JV in another proposal. If a service provider, including any JV member, submits or participates in more than one proposal, all such proposals shall be disqualified and rejected. Furthermore, it is the service providers responsibility to ensure that its experts, JV members, sub-Consultants, agents (declared or not), sub-contractors, service providers, suppliers and/or their employees meet the eligibility requirements as established by IUCN IMPORTANT: If the service provider is a consortia/JV, the RfP shall include: A copy of the JV agreement entered by all members, or a letter of intent to execute a JV agreement, signed by all members together with a copy of the agreement proposal. 4.6. Financial Proposal 4.6.1. The Financial Proposal should include a fixed service fee for each of the services stated in the ToR (see the table in section 4.6.5 below). 4.6.2. Prices include all costs Submitted rates and prices are deemed to include all costs, insurances, taxes (except VAT, see below), fees, expenses, liabilities, obligations, risk and other things necessary for the performance of the Terms of Reference or Specification of Requirements. IUCN will not accept charges beyond those clearly stated in the Financial Proposal. This includes applicable withholding taxes and similar. It is your responsibility to determine whether such taxes apply to your organisation and to include them in your Financial Proposal. 4.6.3. Applicable Goods and Services Taxes Proposal rates and prices shall be exclusive of Value Added Tax. 4.6.4. Currency of proposed rates and prices All rates and prices submitted by Proposers shall be in [USD]. 4.6.5. Breakdown of rates and prices The Financial Proposal needs to be broken down as follows: Description-Quantity-Unit Price-Total Price 1.Ticketing Fee: International 2.Ticketing Fee: Local 3.Change/Refund Processing Fee: for modifying or canceling bookings. 4.Hotel/Car Booking Fee: small fee per booking 5.Visa Processing Fee: 6.Management Fees if applicable 7.Please provide events management fees proposals Please add additional lines as required. Please include any additional fees that the organisation will incur. No hidden costs will be accepted if not mentioned at this stage. 4.7. Additional information not requested by IUCN should not be included in your Proposal and will not be considered in the evaluation. 4.8. Your Proposal must remain valid and capable of acceptance by IUCN for a period of 90 calendar days following the submission deadline. 4.9. Withdrawals and Changes You may freely withdraw or change your Proposal at any time prior to the submission deadline by written notice to the IUCN Contact. However, in order to reduce the risk of fraud, no changes or withdrawals will be accepted after the submission deadline. 5. EVALUATION OF PROPOSALS 5.1. Completeness IUCN will firstly check your Proposal for completeness. Incomplete Proposals will not be considered further. 5.2. Pre-Qualification Criteria Only Proposals that meet all of the pre-qualification criteria will be evaluated. 5.3. Technical Evaluation 5.3.1. Scoring Method Your Proposal will be assigned a score from 0 to 10 for each of the technical evaluation criteria, such that â0â is low and â10â is high. 5.3.2. Minimum Quality Thresholds Proposals that receive a score of â0â for any of the criteria will not be considered further. 5.3.3. Technical Score Your score for each technical evaluation criterion will be multiplied with the respective relative weight (see Section 4.4) and these weighted scores added together to give your Proposalâs overall technical score. 5.4. Financial Evaluation and Financial Scores The financial evaluation will be based on IUCNâs estimated quantities drawn from previous yearsâ usage. Your submitted unit prices will be applied to these estimates to determine the total evaluated cost. rates of quantity based on previous years to determine the the full total price you submit. Your Financial Proposal will receive a score calculated by dividing the lowest Financial Proposal that has passed the minimum quality thresholds (see Section 5.3.2) by the total price of your Financial Proposal. Thus, for example, if your Financial Proposal is for a total of CHF 100 and the lowest Financial Proposal is CHF 80, you will receive a financial score of 80/100 = 80% 5.5. Total Score Your Proposalâs total score will be calculated as the weighted sum of your technical score and your financial score. The relative weights will be: Technical: 70% Financial: 30% Thus, for example, if your technical score is 83% and your financial score is 77%, you will receive a total score of 83
70% + 77 30% = 58.1% + 23.1% = 81.2%. We will calculate total scores separately for Eastern and Southern Africa. Subject to the requirements in Sections 4 and 7, IUCN will award a contract each to the service provider whose Proposal achieves the highest total score for Eastern and Southern Africa. If the same service provider Proposals happen to achieve the highest score for both regions, only one contract will be used. 6. EXPLANATION OF PROCUREMENT PROCEDURE 6.1. IUCN is using the Open Procedure for this procurement. This means that the contracting opportunity is published on IUCNâs website and open to all interested parties to take part, subject to the conditions in Section 8 below. 6.2. You are welcome to ask questions or seek clarification regarding this procurement. Please email the IUCN Contact (see Section 2), taking note of the deadline for submission of questions in Section 3.1. 6.3. All Proposals must be received by the submission deadline in Section 3.1 above. Late Proposals will not be considered. All Proposals received by the submission deadline will be evaluated by a team of three or more evaluators in accordance with the evaluation criteria stated in this RfP. No other criteria will be used to evaluate Proposals. The contract will be awarded to the service provider whose Proposal received the highest Total Score. IUCN does, however, reserve the right to cancel the procurement and not award a contract at all. 6.4. IUCN will contact the service provider with the highest-scoring Proposal to finalise the contract. We will contact unsuccessful service provider after the contract has been awarded and provide detailed feedback. The timetable in Section 3.1 gives an estimate of when we expect to have completed the contract award, but this date may change depending on how long the evaluation of Proposals takes. 7. CONDITIONS FOR PARTICIPATION IN THIS PROCUREMENT 7.1. To participate in this procurement, you are required to submit a Proposal, which fully complies with the instructions in this RfP and the Attachments. 7.1.1. It is your responsibility to ensure that you have submitted a complete and fully compliant Proposal. 7.1.2. Any incomplete or incorrectly completed Proposal submission may be deemed non-compliant, and as a result you may be unable to proceed further in the procurement process. 7.1.3. IUCN will query any obvious clerical errors in your Proposal and may, at IUCNâs sole discretion, allow you to correct these, but only if doing so could not be perceived as giving you an unfair advantage. 7.2. In order to participate in this procurement, you must meet the following conditions: ⢠Free of conflicts of interest ⢠Registered on the relevant professional or trade register of the country in which you are established (or resident, if self-employed) ⢠In full compliance with your obligations relating to payment of social security contributions and of all applicable taxes ⢠Not been convicted of failing to comply with environmental regulatory requirements or other legal requirements relating to sustainability and environmental protection ⢠Not bankrupt or being wound up ⢠Never been guilty of an offence concerning your professional conduct ⢠Not involved in fraud, corruption, a criminal organisation, money laundering, terrorism, or any other illegal activity. 7.3. You must complete and sign the Declaration of Undertaking (see Attachment 2). 7.4. If you are participating in this procurement as a member of a joint venture, or are using sub-contractors, submit a separate Declaration of Undertaking for each member of the joint venture and sub-contractor, and be clear in your Proposal which parts of the goods/services are provided by each partner or sub-contractor. 7.5. Each service provider shall submit only one Proposal, either individually or as a partner in a joint venture. In case of joint venture, one company shall not be allowed to participate in two different joint ventures in the same procurement, nor shall a company be allowed to submit a Proposal both on its behalf and as part of a joint venture for the same procurement. A service provider who submits or participates in more than one Proposal (other than as a subcontractor or in cases of alternatives that have been permitted or requested) shall cause all the Proposals with the service provider participation to be disqualified. 7.6. By taking part in this procurement, you accept the conditions set out in this RfP, including the following: ⢠It is unacceptable to give or offer any gift or consideration to an employee or other representative of IUCN as a reward or inducement in relation to the awarding of a contract. Such action will give IUCN the right to exclude you from this and any future procurements, and to terminate any contract that may have been signed with you. ⢠Any attempt to obtain information from an employee or other representative of IUCN concerning another service provider will result in disqualification. â˘Any price fixing or collusion with other service providers in relation to this procurement shall give IUCN the right to exclude you and any other involved service provider(s) from this and any future procurements and may constitute a criminal offence. 8. CONFIDENTIALITY AND DATA PROTECTION 8.1. IUCN follows the European Unionâs General Data Protection Regulation (GDPR). The information you submit to IUCN as part of this procurement will be treated as confidential and shared only as required to evaluate your Proposal in line with the procedure explained in this RfP, and for the maintenance of a clear audit trail. For audit purposes, IUCN is required to retain your Proposal in its entirety for 10 years after then end of the resulting contract and make this available to internal and external auditors and donors as and when requested. 8.2. In the Declaration of Undertaking (Attachment 2) you need to give IUCN express permission to use the information you submit in this way, including personal data that forms part of your Proposal. Where you include personal data of your employees (e.g. CVs) in your Proposal, you need to have written permission from those individuals to share this information with IUCN, and for IUCN to use this information as indicated in 8.1. Without these permissions, IUCN will not be able to consider your Proposal. 9. COMPLAINTS PROCEDURE If you have a complaint or concern regarding the propriety of how a competitive process is or has been executed, then please contact
[email protected] . Such complaints or concerns will be treated as confidential and are not considered in breach of the above restrictions on communication (Section 2.1). 10. CONTRACT The contract will be based on IUCNâs template in Attachment 3, the terms of which are not negotiable. They may, however, be amended by IUCN to reflect particular requirements from the donor funding this particular procurement. 11. ABOUT IUCN IUCN is a membership Union uniquely composed of both government and civil society organisations. It provides public, private and non-governmental organisations with the knowledge and tools that enable human progress, economic development and nature conservation to take place together. Headquartered in Switzerland, IUCN Secretariat comprises around 1,000 staff with offices in more than 50 countries. Created in 1948, IUCN is now the worldâs largest and most diverse environmental network, harnessing the knowledge, resources and reach of more than 1,300 Member organisations and some 10,000 experts. It is a leading provider of conservation data, assessments and analysis. Its broad membership enables IUCN to fill the role of incubator and trusted repository of best practices, tools and international standards. IUCN provides a neutral space in which diverse stakeholders including governments, NGOs, scientists, businesses, local communities, indigenous peoples organisations and others can work together to forge and implement solutions to environmental challenges and achieve sustainable development. Working with many partners and supporters, IUCN implements a large and diverse portfolio of conservation projects worldwide. Combining the latest science with the traditional knowledge of local communities, these projects work to reverse habitat loss, restore ecosystems and improve peopleâs well-being. www.iucn.org https://twitter.com/IUCN/ 12. ATTACHMENTS Attachment 1 Specification of Requirements / Terms of Reference Attachment 2 Declaration of Undertaking (select 2a for companies or 2b for self-employed as applicable to you) Attachment 3 Contract Template Terms of Reference for Services TITLE: PROVISION OF TRAVEL AGENCY SERVICES TO INTERNATIONAL UNION CONSERVATION OF NATURE Please note that these tender covers both the Eastern and Southern Africa regions. Service Providers are required to submit separate proposals for each region, based on their coverage and capacity to service that specific region. A single combined proposal for both regions will not be accepted. Each region must be addressed in its own standalone submission. Objective of the Service The main objective of this assignment is for the appointed service provider to facilitate travel for IUCN by: ⢠Responding promptly and effectively to IUCN 's travel requirements. ⢠Exploring and implementing cost-saving measures while maintaining or exceeding service quality. ⢠Providing accurate and timely travel data for management reporting, auditing, and payment purposes. ⢠Leveraging data analytics to gain valuable insights into travel spend. ⢠Continuously identifying and capitalising on cost-saving opportunities in the travel market. ⢠Ensuring data integrity and transparency in all travel-related transactions. ⢠Prioritising the safety and well-being of travellers, providing comprehensive travel advisory services, including in-depth safety and security assessments for all destinations. ⢠Continuously seeking innovative solutions to enhance travel management and improve overall travel experience, efficiency and effectiveness. ⢠Adapting to evolving business travel trends technological advancements, and industry best practices for continuous improvement ⢠Proactively identifying and implementing strategies to minimize the carbon footprint, such as promoting sustainable travel options and offsetting carbon emissions Background Project Reference: Cost Centre Donor reference: N/A About IUCN IUCN is a membership Union uniquely composed of both government and civil society organisations. It provides public, private and non-governmental organisations with the knowledge and tools that enable human progress, economic development and nature conservation to take place together. Created in 1948, IUCN is now the worldâs largest and most diverse environmental network, harnessing the knowledge, resources and reach of more than 1,400 Member organisations and around 15,000 experts. It is a leading provider of conservation data, assessments and analysis. Its broad membership enables IUCN to fill the role of incubator and trusted repository of best practices, tools and international standards. IUCN provides a neutral space in which diverse stakeholders including governments, NGOs, scientists, businesses, local communities, indigenous peoples organisations and others can work together to forge and implement solutions to environmental challenges and achieve sustainable development. Working with many partners and supporters, IUCN implements a large and diverse portfolio of conservation projects worldwide. Combining the latest science with the traditional knowledge of local communities, these projects work to reverse habitat loss, restore ecosystems and improve peopleâs well-being. www.iucn.org https://twitter.com/IUCN/ About the Project IUCN ESARO is seeking to centralize itâs Travel Management System (TMS) to streamline and automate travel processes across the Eastern and Southern Africa regions. The system will replace manual or fragmented procedures by providing an integrated platform for travel requests, approvals, bookings, cost tracking, and reporting. It will enhance efficiency, strengthen policy and donor compliance, improve data security, and ensure better visibility and control over travel expenditures. With the possibility of integrating with existing systems, the TMS will support safer, more coordinated, and more accountable travel management across both regions. Description of the Assignment The selected Service provider will be responsible for providing comprehensive travel solutions to IUCN - ESARO. This includes ensuring adherence to and facilitating the implementation of IUCN established travel policy. IUCN invites innovative proposals encompassing all aspects of travel management, including but not limited to: 1. International and local air ticketing ⢠Secure and issue airline reservations and travel documents for IUCN Staff, Partners and Members travelling to both regional and international destinations. ⢠Facilitate air ticketing for private travel of IUCN staff and their families (with separate payment arrangements by the individual), leveraging any applicable IUCN discounts. ⢠Guarantee the provision of the lowest available fares and the most direct and convenient routings whenever possible. ⢠Keep travellers informed about travel restrictions, conditions, special fares, discounted options, alternative transportation methods, and other relevant travel information. ⢠Negotiate discounted rates, additional incentives, and potential credits on accumulated air travel expenditure with contracted airlines. ⢠Assist travellers in online check-in procedures and boarding pass issuance. ⢠Enrol IUCN in relevant airline loyalty programs as deemed beneficial and manage these accounts to maximize accrued benefits for the organisation. 2. International and local hotel reservations ⢠Secure and confirm accommodation reservations globally. ⢠Collaborate with the Head of Procurement & Operations to identify preferred hotel options annually across IUCN areas of operation. ⢠Negotiate competitive rates and secure discounts for hotel stays and furnished apartments. ⢠Establish and leverage IUCN corporate account with hotels to maximize discounts based on ⢠booking volume, long-term partnerships and negotiated preferential rates. ⢠Enrol IUCN in relevant hotel loyalty programs as deemed beneficial and manage these accounts to maximize accrued benefits for the organisation. 3. Airport transfers and vehicle hire services ⢠Act as a valuable intermediary between the traveller and ground transportation providers, ensuring a seamless and comfortable travel experience from start to finish. ⢠Arrange, confirm and provide reliable ground transportation between staff residences/ ⢠offices/hotels and airports in both staff home countries and other travel destinations as requested. ⢠Negotiate competitive rates and provide booking services for domestic, regional, and international transfers and vehicle rentals. ⢠Provide personalized service, addressing any specific client requests or concerns. ⢠Rebook transfers or find alternative transportation in case of flight delays and other unforeseen circumstances. 4. Visa processing and immigration services ⢠Inform travellers of visa requirements for all travel destinations and transit points. ⢠Provide guidance on visa processing timelines, assist with obtaining necessary forms, and facilitate visa application submissions and payments to relevant embassies. ⢠Conduct visa assistance follow-ups and maintain comprehensive records. 5. Meetings, conferences and events ⢠Facilitate venue sourcing and booking for conferences and workshops. ⢠Assist in selection of suitable meeting venues that meet specific meeting requirements. ⢠Provide expert advice to staff and partners on a wide range of available incentives and discounts for meetings and events. ⢠Provide onsite assistance to meeting attendees on a needâs basis including resolving travel issues, providing local information, and assisting with any unforeseen problems ⢠Assist with event logistics such as audiovisual equipment, catering and other necessary arrangements. ⢠Provide information regarding exclusive deals and packages that may not be available to the public. ⢠Participants lists management 6. Process travel insurance ⢠Provide insurance to staff and partners as per IUCN travel insurance policy. ⢠Assist travellers with completing necessary documentation for the purchase of travel insurance. â˘In the event of a claim, guide travellers through the claims process, providing support and assistance in navigating the insurance company's procedures. 7. 24/7/365 local and global emergency assist services ⢠Provide 24/7/365 emergency assistance, including support on weekends and public holidays. ⢠Assist travellers to follow up on lost luggage claims. ⢠Notify staff of flight delays and cancellations. ⢠Offer medical advice and information on health requirements for all travel destinations. ⢠Provide airport meet and greet services as/when required 8. Travel amendments ⢠Facilitate efficient amendments and cancellation of flights and accommodation reservations, clearly communicating any associated penalties. ⢠Minimize penalties incurred due to negligence by the service provider. IUCN will not be responsible for these costs. ⢠Maintain a robust tracking system for all cancelled or altered travel ensuring transparent monitoring and prompt processing of all refunds as per the agreed SLA. The service provider will provide the following deliverables and carry out the following activities: 1. Have a travel booking system ⢠Establish and maintain appropriate systems and procedures for making reservations, monitoring progress, issuing tickets and maintaining a record of all services supplied to IUCN. ⢠Use appropriate technology (that can easily integrate with IUCN system necessary to effectively control and minimise costs and maximise service levels. 2. Travel information and management reporting ⢠Provide a full range of meaningful data / reports (regarding all expenses, savings, etc) in accordance with IUCN requirements. ⢠Provide regular general travel updates (e.g. promotional fares, changes to the Travel Agentâs personnel, etc). ⢠Create travellersâ profiles as per an agreed format by IUCN. The service provider should have a mechanism of informing staff regarding the status of their visas. ⢠Provide periodic updates to IUCN on progress of the services as required. 3. Ensure quality, cost control and timely payment arrangements ⢠Initiate quality and cost control measures to ensure efficient and cost-effective travel services. ⢠Monitor and review progress on a regular basis with a view to suggesting improvements to the service. Measurement of improvements to the service will be part of the agreed SLA between IUCN and the service provider. ⢠Invoices must be submitted as outlined in the agreed SLA. ⢠Payment will be processed within 30 days of receipt of a valid and acceptable invoice accompanied by all required supporting documentation. 4. Customer focus and business continuity ⢠The Service Provider will develop a strong customer centric approach by actively engaging with the travellers to understand their travel needs and preferences. ⢠The Service Provider will proactively provide relevant travel information, including cost-saving options and travel tips, to enhance the overall travel experience. ⢠The Service Provider will actively seek and incorporate customer feedback to continuously improve travel services and enhance customer satisfaction. ⢠Implement and maintain robust service continuity plans to ensure the provision of high-quality services throughout the contract term without interruption. 5. Travellersâ complaints management ⢠Implement a robust and transparent customer complaint management system. ⢠Proactively analyse complaint data to identify trends, patterns, and areas for service improvement. ⢠Establish a transparent and efficient complaint resolution process and maintain a comprehensive record of all customer complaints, including key complaint metrics like detailed descriptions of the issues raised, actions taken, resolution time, customer feedback, among others. ⢠Implement a clear and well-defined complaints escalation matrix outlining procedures for escalating unresolved or complex complaints to higher levels within the organization. ⢠Regularly review and update the complaint management system to ensure its effectiveness and efficiency. Duration of the Assignment The initial contract for this assignment shall be issued for a period of one (1) year, with the possibility of renewal for up to five (5) additional one-year terms. Renewals will be subject to satisfactory semi-annual assessments and annual performance reviews at the end of each year and the availability of funds. The contract is expected to commence on 1 March 2026. This assignment may be terminated earlier by either party as per the mutually agreed-upon contract terms. IUCN will issue a separate tender specifically for large-scale events should it be determined that a dedicated provider is necessary to effectively support such functions. Payment Schedule The Timetable below summarises the chronological order of deliverables and indicates milestones at which IUCN will pay the Service provider. Deliverable-Milestone payment Issuance of competitive tickets -
Invoices will be consolidated and submitted every two weeks for processing.-Within 30 days after receipt of invoice Final conference/events report â on a need basis-Within 30 days after receipt of invoice Skills and Experience The service provider must have the following skills, education and experience as a minimum: 1. Account/Relationship Manager: This will be the primary point of contact to oversee all aspects of our travel account, manage relationships, ensure service delivery and address any issues that may arise, provide strategic recommendations, among other duties. Qualifications: ⢠Bachelorâs degree in business, hospitality or related field (preferred) ⢠Possess a minimum of five (5) years of successful experience serving international organizations, embassies, and multinational corporations as an account/relationship manager. ⢠Proven ability to build and maintain strong client relationships. ⢠Excellent communication, negotiation and problem-solving skills. ⢠Strong understanding of travel industry trends, technologies, and best practices ⢠Ability to analyse travel data and provide insights ⢠Deep understanding of the travel industry, including trends, regulations, and best practices 2. Travel Service provider s (3 in number): To handle day-to-day travel bookings including flights, hotels, ground transportation and visa processing. They will provide expert advice on travel options and policies, assist with itinerary planning and other travel-related needs, among others. Qualifications: ⢠Hold relevant IATA diploma and possess in depth knowledge of travel industry best practices. ⢠Possess a minimum of five (5) years of successful experience serving international organizations, embassies, and multinational corporations in this role ⢠Experience and proficiency in using GDS systems and customer service. ⢠Ability to create complex and efficient travel itineraries. ⢠Knowledge of airline fares, ticketing procedures, and travel regulations. ⢠Ability to work under pressure and handle multiple tasks ⢠Meticulous attention to detail and accuracy ⢠Excellent communication and interpersonal skills. ⢠Familiarity with global destinations and travel routes. 3. Credit controller: To ensure that travel invoices are accurately tracked and promptly submitted for payments while adhering to the travel policy and agreed SLA. Qualifications: ⢠A bachelorâs degree in accounting, finance, economics, or a related field from a recognized university. ⢠Professional certification (CPA 2), or equivalent from other accounting bodies e.g. CIMA and ACCA. ⢠Possess a minimum of Three (3) - Five (5) years of successful experience in credit control or related financial roles. ⢠Proficient in the analysis and presentation of financial data, including the ability to accurately track, reconcile, and report on both billed and unbilled invoices. ⢠Attention to detail, problem solving skills, strong organisational skills and ability to work independently. ⢠Meticulous attention to detail and accuracy ⢠Excellent communication and interpersonal skills. Supervision and coordination The service provider will report to and work under the supervision of Regional Procurement & Operations Manager. DECLARATION OF UNDERTAKINF IN RELATION TO PROVISION OF TRAVEL AGENCY SERVICES TO INTERNATIONAL UNION CONSERVATION OF NATURE (IUCN ). I, the undersigned, hereby confirm that I am an authorised representative of the following organisation: Registered Name of Organisation (the âOrganisationâ): _______________________ Registered Address (incl. country): _______________________________________ Year of Registration:__________________________________________________ I hereby authorise IUCN to store and use the information included in the attached Proposal for the purpose of evaluating Proposals and selecting the Proposal IUCN deems the most favourable. I acknowledge that IUCN is required to retain the Proposal in its entirety for 10 years after then end of the resulting contract and make this available to internal and external auditors and donors as and when reasonably requested. Where the Proposal includes Personal Data as defined by the European Unionâs General Data Protection Regulation (GDPR), I confirm that the Organisation has been authorised by each Data Subject to share this Data with IUCN for the purposes stated above. I further confirm that the following statements are correct: 1. The Organisation is duly registered in accordance with all applicable laws. 2. The Organisation is fully compliant with all its tax and social security obligations. 3. The Organisation and its staff and representatives are free of any real or perceived conflicts of interest with regards to IUCN and its Mission. 4. The Organisation agrees to declare to IUCN any real or perceived emerging conflicts of interests it or any of its staff and representatives may have concerning IUCN. The Organisation acknowledges that IUCN may terminate any contracts with the Organisation that would, in IUCN sole discretion, be negatively affected by such conflicts of interests. 5. None of the Organisationâs staff has ever been convicted of grave professional misconduct or any other offence concerning their professional conduct. 6. Neither the Organisation nor any of its staff and representatives have ever been convicted of fraud, corruption, money laundering, supporting terrorism or involvement in a criminal organisation. 7. The Organisation acknowledges that engagement by itself or any of its staff in fraud, corruption, money laundering, supporting terrorism or involvement in a criminal organisation will entitle IUCN to terminate any and all contracts with the Organisation with immediate effect. 8. The Organisation is a going concern and is not bankrupt or being wound up, is not having its affairs administered by the courts, has not suspended business activities, is not the subject of proceedings concerning those matters, or in any analogous situation arising from a similar procedure provided for in national legislation or regulations. 9. The Organisation complies with all applicable environmental regulatory requirements or other legal requirements relating to sustainability and environmental protection. 10. The Organisation is not included in the UN Security Council Sanctions List, EU Sanctions Map, US Office of Foreign Assets Control Sanctions List, or the World Bank listing of ineligible firms and individuals. The Organisation agrees that it will not provide direct or indirect support to firms and individuals included in these lists. 11. The Organisation has not been, is not, and will not be involved or implicated in any violations of Indigenous Peoplesâ rights, or injustice or abuse of human rights related to other groups or individuals, including forced evictions, violation of fundamental rights of workers as defined by the International Labour Organizationâs (ILO) Declaration on the Fundamental Principles and Rights at Work, child labour, sexual exploitation, sexual abuse, or sexual harassment. ______________________________________________________
How to Apply
Step 1: Acquire Tender Documents Obtain the relevant tender documents.
Step 2: Review Requirements Thoroughly read the tender specifications, terms, and conditions.
Step 3: Prepare Proposal Prepare your proposal as guided, ensuring all the required information is included.
Step 4: Submission Submit your completed proposal by 16/01/2026 via the email address
[email protected] N.B: Please note that the email to be used exclusively for this consultancy is [email protected]