Programs
Travel Disruptions

Experiencing long wait times to speak with your TMC? Learn more about your options to navigate delays and cancellations. If you have had an issue with your TMC and wish to file a report post-travel, contact your local Transportation Management Office (TMO). The TMO may direct you to the appropriate Quality Assurance Evaluator (QAE), who monitors contractor performance.

Quality Assurance Evaluators

A Quality Assurance Evaluator (QAE) inspects, evaluates, and monitors the performance of contracted Travel Management Companies (TMCs) to determine whether they have fulfilled high quality services per their DoD contract obligations. QAEs work with the contractor to resolve issues and elevate issues that cannot be resolved at their level as they occur to the Defense Travel Management Office (DTMO) Contracting Officer Representative (COR). QAEs report to a DTMO COR, who is authorized to take actions to address performance issues.

Persons nominated to become a QAE must complete the Contracting Officer Representative with a Mission Focus Course (CLC 106) [dau.edu]. Training certifications are valid for a period of three years.

QAEs are nominated by the Service and/or Agency and appointed by the DTMO COR. For a QAE to be appointed, the QAE will complete the QAE Nomination Form [PDF, 2 pages] ensure the form is signed by their nominating authority/supervisor and then submit the completed form in working PDF format, along with a copy of the CLC 106 Training Certificate to the DTMO COR designated to the contract. The DTMO COR will complete the appointment letter using the completed QAE Nomination Form and return to the Nominated QAE for their review and signature. The QAE will provide a copy of the signed QAE Appointment Letter to the DTMO COR completing the process.

Quarterly Reporting Requirements

QAEs are required to submit a quarterly Quality Assurance Report to CORs no later than 15 business days after the end of the previous quarter. Information from the report helps CORs better manage each contract, document and address TMC performance, identify trends, and ultimately, better serve Defense travelers. For assistance with completing the report, refer to the contract’s Performance Work Statement (PWS) and Quality Assurance Surveillance Program (QASP) or contact your COR for a copy of the Quarterly QAE Report Template for the appointed TMC Contract.

The DTMO is in the process of implementing an online QAE Reporting Tool that will help streamline and standardize this reporting process. When implemented for your organization, you will be able to complete the QAE quarterly report online instead of emailing a fillable PDF or Excel spreadsheet to your COR. QAEs will receive an email on the first day of each new quarter with a unique URL that links to the specific contract quarterly report.

For questions regarding the QAE Reporting Tool, email dodhra.mc-alex.dtmo.mbx.qae-report@mail.mil. For contract-related questions, contact your COR.