National Recreation Reservation Service NRRS

1. National Recreation Reservation Service� National Recreation Reservation Service� (NRRS�) Information Briefing US Army Corps of Engineers

2. National Recreation Reservation Service� History Background: In 1990, the Corps of Engineers was directed to develop a plan to maintain and enhance public recreation opportunities at Corps of Engineers water resource projects while reducing the federal expenditures for recreation.

3. National Recreation Reservation Service� History (con�t) Background: A National Recreation Study was conducted and findings from the study recommended establishing a nationwide campground reservation system. In 1992, as part of the Assistant Secretary of the Army�s (Civil Works) Recreation Policy Review, the recommendation was reexamined and endorsed.

4. National Recreation Reservation Service� History (con�t) Background: Headquarters established a task force to look at the potential of going to an interagency reservation system. In 1995, the Corps signed an interagency agreement with the Forest Service, Bureau of Land Management, and National Park Service for joint procurement of nationwide recreation reservation services. �

5. National Recreation Reservation Service� Contract A contract was awarded by the Forest Service in September 1997 to ReserveAmerica (formerly Park Net, Inc.), of Ballston Spa, N.Y., to operate the new nationwide reservation service for recreation facilities and activities on Federal lands managed by the Corps of Engineers and Forest Service. The NRRS� contract is a firm-fixed-price requirements contract. The potential maximum term of the NRRS� contract, including options, is approximately 10 years.

6. National Recreation Reservation Service� E-Government E-Government is all about improving the way information and services are provided to the public. It�s about partnering to deliver information and services, more effectively and economically, by use of Information technology. The NRRS� is a partnership that provides on-line reservation services, information, and reports consistent with the Administration�s strong emphasis on E-Government.

7. National Recreation Reservation Service� Mission The Mission of the NRRS� is to provide an innovative, easy way for the public to reserve Federal recreation facilities and activities. Provide high-quality service to the public. Emulate other commercial reservation systems. Emulate reservation industry service standards. Market Federal recreation opportunities. Respond to Agency needs.

8. National Recreation Reservation Service� Scope The NRRS� program provides "One Stop" shopping for reservations, interagency referrals, and access to a wide variety of recreation facilities and activities. The total number of reservable locations in the NRRS� represents more than 1,700 parks and about 50,000 campsites and cabins. The Corps of Engineers has 172 projects and 622 parks participating in the NRRS�.

9. National Recreation Reservation Service� Contract Costs Contract costs are paid per transaction or reservation made through each of the authorized sales channels. The three primary sales channels are: Call Center Sales Channel Internet Sales Channel http://www.ReserveUSA.com/ Field Location Sales Channel (Park Office)

10. National Recreation Reservation Service� Reservation Fees The Forest Service charges a separate reservation fee to the customer to cover the contractor�s transaction/reservation costs. The Corps does not charge a separate reservation fee to the customer to cover the contractor�s transaction/reservation costs. These costs are paid for out of the Corps facility use fees.

11. National Recreation Reservation Service� Contract Pricing The first level of pricing for each transaction or reservation made through the primary sales channels for base periods 1 and 2 are:

12. National Recreation Reservation Service� Contract Pricing (con�t) The NRRS� contract includes volume discount pricing. The greater the number of transactions and reservations processed by ReserveAmerica, the lower the contract price will potentially be for all agencies.

13. National Recreation Reservation Service� Contract Pricing (con�t) Volume Discount Pricing by Sales Channel:

14. National Recreation Reservation Service� Policies Previously existing agency and concessionaire reservation services, such as those for campgrounds, group facilities, group shelters, and cabins were phased out and replaced by those offered through the NRRS�.

15. National Recreation Reservation Service� Corps Policy Agency Policy: In April 1996, Headquarters issued a policy memorandum requiring all Class A campgrounds and any campground that currently offers contract or local reservation services to be included in the NRRS�.�

16. National Recreation Reservation Service� Corps Policy (con�t) Agency Policy: The April 1996 policy memorandum further required as many sites as possible be included in the NRRS� and made available for reservations, but not less than 60 percent of the campsites within a NRRS� campground.

17. National Recreation Reservation Service� Corps Policy (con�t) Agency Policy: In May 2001, Headquarters issued a policy memorandum that eliminated the requirement to include all reservable day use facilities, or facilities reserved for both day use and overnight, in the NRRS�. Facilities reserved for only group overnight use must be included in the NRRS�.

18. National Recreation Reservation Service� Service Operations The NRRS� contract is divided into several Service Operations areas for Contractor and Government responsibilities: General Service Management Inventory Management Reservation Management Customer Service Tracking and Reporting

19. National Recreation Reservation Service� General Services General Service Management: Contract management NRRS� marketing and public information Training NRRS� Service Desk NRRS� Business Center and Performance Measurements.

20. National Recreation Reservation Service� General Services (con�t) General Service Management: Contract Management The Contractor shall provide all facilities, personnel, management, equipment, services, and maintenance necessary to fully implement all specifications of the NRRS� contract. The contract may be found on the Internet at: http://www.fs.fed.us/recreation/nrrs/contract/

21. National Recreation Reservation Service� Marketing General Service Management: Marketing� The Contractor shall implement and maintain an effective marketing program, in accordance with an approved plan, to: Promote the NRRS� Inform Agency personnel about NRRS� services Explain how to use the NRRS�

22. National Recreation Reservation Service� Marketing (con�t) General Service Management: Marketing The Government will make available existing and readily available information, provide an NRRS� communications strategy, provide support for the NRRS�, promote the NRRS� program where appropriate, and provide trademark names, letters, and a Government-owned NRRS� logo for use in marketing the NRRS�.

23. National Recreation Reservation Service� Training General Service Management: Training The Contractor shall provide, on an annual basis, training for selected Agency and concessionaire personnel.

24. National Recreation Reservation Service� Training (con�t) General Service Management: Training The Government will identify specific training needs, pay for agency employee travel, per diem, and salary to attend Contractor-sponsored training sessions, provide training materials, speakers to present Agency material, and Agency facilities and equipment for Contractor-conducted training sessions, based upon availability and as approved by the COR.

25. National Recreation Reservation Service� Service Desk (Help Desk) General Service Management: NRRS Service Desk The Contractor shall provide and operate an NRRS� Help Desk with sufficient capacity and resources to effectively resolve field issues concerning contractor furnished services and systems.

26. National Recreation Reservation Service� Inventory Inventory Management: The Contractor shall provide all maintenance and management requirements to implement and maintain inventory data provided by the Agencies.

27. National Recreation Reservation Service� Reservations Reservation Management: The Contractor shall implement a procedure for processing and recording data on all reservation transactions involving the collection of recreation use fee receipts from the recreation facilities and activities that are contained in the NRRS� inventory.

28. National Recreation Reservation Service� Financial Management Reservation Management: The Government will provide the Contractor with access to a designated bank for credit card processing services and cash management services for the NRRS�, through the NRRS� Contract Management Office (NCMO), at no cost to the Contractor.

29. National Recreation Reservation Service� Contract Management NRRS� Contract Management Office (NCMO): The NRRS� Contract Management Office (NCMO) is a Forest Service operated office established to oversee the day-to-day administration and operation of the NRRS� contract.

30. National Recreation Reservation Service� Contract Management (con�t) NRRS� Contract Management Office (NCMO): NRRS� finances, including facility use fees collected at participating NRRS� sites, are managed by the NCMO. Facility use fees are sent directly to a treasury bank for deposit and reporting to the NCMO for reconciliation, contractor payments, agency distributions, deposits, etc.

31. National Recreation Reservation Service� Customer Service Customer Service: The Contractor shall provide and staff a Customer Service Desk to help customers in all aspects of reservation and refund processing.

32. National Recreation Reservation Service� Customer Service (con�t) Customer Service: The Government will provide available reference materials, Agency contact information, and assist in resolving customer complaints that involve issues that are beyond the Contractor�s scope of work.

33. National Recreation Reservation Service� Reports Tracking and Reporting: The Contractor shall develop a series of specific standardized reports for reporting and tracking purposes. NRRS� reports may be found on NRRS� Business Center at: http://businesscenter.reserveamerica.com/ (A Login and Password are required for access)

34. National Recreation Reservation Service� Field Reservation Program Field Reservation Program (FRP): The Contractor shall develop a Field Reservation Program (Park Office) that allows the user to log in customers as they arrive, process bank card authorizations through the Contractor, print receipts, etc.

35. National Recreation Reservation Service� FRP (con�t) Field Reservation Program: The Government will provide the PC equipment and hardware, computer operating system and support, and telecommunication connections necessary to support the Contractor�s Field Reservation Program (Park Office) and the NRRS�.

36. National Recreation Reservation Service� FRP (con�t) Field Reservation Program: The Government provided PC equipment and hardware will include all necessary equipment including the PC and monitor, bank card readers, receipt printers, cash drawers, etc., that meet NRRS� standards.

37. National Recreation Reservation Service� FRP - Equipment Field Reservation Program: Headquarters initially purchased and transferred 538 PC systems to participating NRRS� field locations. It is the local field locations responsibility to maintain and replace all NRRS� PC equipment as necessary to operate and support the Contractor�s Field Reservation Program (Park Office) and the NRRS�.

38. National Recreation Reservation Service� FRP - Connectivity Field Reservation Program: Field Location Connectivity The Contractor shall provide communications connectivity between the Contractor and nearest node on the Agencies� networks.

39. National Recreation Reservation Service� FRP � Connectivity (con�t) Field Reservation Program: Field Location Connectivity The Government will provide communications connectivity between the NRRS� field locations and the Agencies� networks. The Government will provide the ability for the Contractor to directly link into nearest node on the Agencies� networks.

40. National Recreation Reservation Service� FRP- Connectivity Options Field Reservation Program: Field Location Connectivity Current options for communications connectivity between the NRRS� field locations and the Agencies� networks and Contractor are: Portland Modem Pool dial-up Local Internet Service Provider (ISP) Remote Area Server dial-up (RAS) Local Area Network (LAN) Satellite

41. National Recreation Reservation Service� FRP � Agency CATT Field Reservation Program: Agency Coach Assist and Train Team (CATT) Division CATT teams were established to assist the field locations in support of the computer hardware and operating systems. More information about the CATT teams may be found on the NRM Gateway at: http://corpslakes.usace.army.mil/employees/catt/catt.html

42. National Recreation Reservation Service� Operating Procedures NRRS Operating Procedures Manual: The NRRS�Operating Procedures Manual (OPM) was established by the Agencies to provide guidance on field level operation of the NRRS�.

43. National Recreation Reservation Service� Operating Procedures (con�t) NRRS�Operating Procedures Manual: Policies and procedures provided in the NRRS� OPM were developed and approved by the Agencies for implementation as Agency policy and procedure. These policies were not established by the contractor. The NRRS� OPM may be found on the NRRS� site on the NRM Gateway at: http://corpslakes.usace.army/mil/employees/nrrs/nrrs.html

44. National Recreation Reservation Service� Information & Contacts More information about the NRRS� is available on the Internet at: http://corpslakes.usace.army.mil/employees/nrrs/ https://team-nrrs.usace.army.mil/ The CECW-ON point of contact for the NRRS� is Ms. Judy Rice, (202) 761-4751 The Corps NRRS� Program Manager and COTR located in Fort Worth, TX, is Mr. Greg Webb, (817) 886-1576

45. National Recreation Reservation Service�