U.S. General Services Administration. How Do I Manage My Centrally Billed Travel Program (GSA/FED) Adam Jackson Vice President Citi July 2012

Transcription

1 U.S. General Services Administration How Do I Manage My Centrally Billed Travel Program (GSA/FED) Adam Jackson Vice President Citi July 2012

2 This material is intended for use by the GSA only 2012 GSA SmartPay Conference Fine Tune Your Payments Program with GSA SmartPay

3 House Rules To ensure the best possible learning experience for participants, please adhere to the following house rules: Turn electronic devices to vibrate No video-taping or audio recording is allowed Hold questions to end of session Ensure your participant badge is scanned to receive CLP credits For each course Take advantage of opportunities to provide feedback Please select the Citi Q&A icon on any Citi PC at the conference Answers to be ed after the conference within 60 days 3

4 Schedules Available at the Welcome Center 4

5 Reminders Visit the Citibank Welcome Center Governor s Lobby Visit the Citibank One-on-One Lab Governor s Chambers D&E Citi Q&A Link Tell us your thoughts 5

6 Goals & Objectives This course is designed to assist you in the following activities: Understanding what an APC needs to know to to support an Centrally Billed Travel Program for the GSA SmartPay CB Travel Program. Topics that are only specific to the GSA SmartPay CB travel and not intended for APCs supporting the unique challenge of the specific agency CB travel program. Tools and Technology to support the role of an APC and their functions. 6

7 The How Do I Series The How Do I.. series is a unique education series designed to provide your learning experience with policy guidelines, roles and responsibilities, with instruction on Citi s tools and technology. How Do I Manage My CBA Travel Program Guidance and Policy How Do I Manage My IBA Travel Program How Do I Manage My CBA Purchase Program How Do I Manage My Online Users and APCs Roles and Responsibilities Tools and Technology How Do I Learning Guideposts Useful Information and Tips Warnings and things to watch out for Additional information and resources 7

8 Agenda Policy Guidelines and Training 1. OMB Policy Overview 2. Ongoing Training Managing Your CBA Travel Program 3. CBA Overview 4. Card Applications 5. Managing Advanced Credits and Returned Tickets 6. Components of a Reconciliation Program 7. Identifying and Disputing Charges 8. Managing Delinquency 9. Card Closures and Exceptions 8

9 1. OMB Policy Overview 9

10 OMB Policy Overview OMB Circular A-123, Appendix B Prescribes policies and procedures to agencies regarding how to maintain internal controls that reduce the risk of fraud, waste, and error in government charge card programs. Chapter 5 of this appendix (Performance Metrics and Data Requirements) establishes guidelines for the Travel Card Program, as well as the Purchase Card Program 10

11 OMB Policy Overview OMB Circular A-123, Appendix B Objectives Include; Facilitating effective internal controls with integrity and accountability Consistent review of internal controls to streamline and standardize processes Accountability and cooperation of the overall organization and current processes Understanding organizational weaknesses to note and take corrective actions OMB Circular A-123, Appendix B Training Guidelines; All program participants trained prior to appointment Refresher training at minimum every three years Participants to certify training requirements completed Training requirements vary by program type purchase, travel, fleet, integrated 11

12 OMB Policy Overview OMB Circular A-123, Appendix B Risk Management Implement compliance with federal laws and agency regulations to monitor program effectiveness Ensure risk management plan is updated and effectively rolled out Monitor for account spend profile compliance and review for delinquency, misuse and abuse Communicate disciplinary policy and ensure appropriate enforcement including referral to Inspector General (IG) Establish proper internal controls for all purchases including micro-purchase threshold Compliance with property acquisition controls, sensitive property and federal inventory requirements 12

13 2. Ongoing Training 13

14 Ongoing Training Citi offers Computer-Based Training (CBT) via the Citi Commercial Card Learning and System Support (CLASS) in CitiManager. Visit home.cards.citidirect.com and from the Web Tools tab select the CLASS link Please contact your Account or Client Manager if you are interested in setting up a training session. Training can be conducted at a Citi Training Location, on-site at your office or via the web. Regional Citi Training Locations Norfolk, VA Washington, DC CLASS is Available in CitiManager 14

15 Ongoing Training CLASS Commercial Card Learning And System Support Citi s online learning and training suite Self Paced and you can maintain certificates when courses are completed. Multiple topics covering all aspects of Citi s tools and user guides 15

16 Ongoing Training Citi Publishes Many Guides and Resources Online 16

17 3. CBA Overview 17

18 CBA Overview Centrally Billed Account (CBA) CBAs are established by an Agency to pay for official travel charges (air and rail, hotel, rental car, conferences, etc.) and other travel related expenses Are most often used by travel service providers (the CTO/TMC managers) supporting Government travelers. Separate CBAs can be established to issue cards to select groups of travelers needing the flexibility of charging directly to a Government liability account The Government is liable for authorized charges made to the CBA The Billing Account Parent -- receives the statement for payment The Transacting Account Child is issued to the travel agency or unit 18

19 CBA Overview Centrally Billed Account Billing cycles are determined by the Agency Often used in conjunction with an IB Travel program for individuals Can be issued with or without a mag stripe for swiping at a point of sale. CBA Travel Cards Use MCC Groups to manage usage for: Air/Rail Bus Car Rental Hotel Restaurants Other Make sure you know and understand the appropriate use of CBA s in your Agency s travel program 19

20 CBA Overview Centrally Billed Account (CBA) Three types of CBA cards are available; 1. GSA SmartPay2 Branded Cards: GSA card stock with official GSA SmartPay branding 2. Quasi- Generic Cards: Flat silver card without Government Branding 3. Cardless / White Plastic : Used for documenting the account number but does not contain a magnetic strip 20

21 CBA Overview Roles of the APC with a CBA Program Administering the CBA Program including Setting card limits Card applications and closures Communicating program and policy information to the cardholder community Liaison with the Citi, GSA and Agency contracting officers and representatives Maintaining the required reporting of card and program activity, suspensions and delinquency 21

22 CBA Overview Roles of the AO with a CBA Program Approving Officials play an important role in the CBA program including; Assisting in reconciliation of the CBA Card Liaison between the APC and the cardholders Reviewing and approving statements (when utilized) 22

23 4. Card Applications 23

24 Card Applications Card Setup Follows 4 Steps Step 1 Step 2 Step 3 Step 4 Coordinate with the CTO/TMC, contracting representative and Citibank Client Development Manager to determine the appropriate CBA characteristics (i.e., card vs. cardless, hierarchy structure, reporting requirements and authorization contacts). Carefully complete the new CBA request form to ensure that the information identifying the Agency/Organization, A/OPC, TDO and DBO, etc. is accurate. Identify card requirements by account name on the supplemental form. If cards are to be issued to individuals, provide the appropriate enrollment form with signatures. Specify the CTO/TMC point of contact and identify desired reconciliation options. 24

25 Card Applications CBA Account Applications Can Be Found Online at 25

26 Card Applications Government Billing Account (Form CB05) Setting up a CBA new CBA Account can take 3 to 5 days from the point the completed application is approved by Citi Your Citi Client Account Specialist can will assist with the submission and implementation of a new CBA account Check with your Agency for your specific authorities to request a new billing account. 26

27 5. Managing Advance Credits and Returned Tickets 27

28 Managing Advance Credits What Is an Advanced Credit? Advanced Credits occurs when the balance is not paid in full due to a pending credit for an airline ticket that was billed Each Agency will determine what their policy is pertaining to advance credits How do I handle Advanced Credits? Advanced Credits must be tracked in order to not take the credit twice. If you take the advanced credit, when the credit does post, it must not be taken again If the credit does not post timely you need to dispute the transaction. A dispute must be filed within 60 days from the statement date on which the transaction appears Responsibility is on traveler to contact the TMC when a ticket has not been used or was partially used. 28 Keep track on your Advanced Credits! Unresolved advanced credits can get lost in the monthly churn if you don t stay on top of them

29 Managing Advance Credits The Citibank Custom Reporting System (CCRS) The Airline Credit Report lists credits posted from airline merchants along with possible original transactions that can be matched for offset Airline credit processing may take 1-2 billing cycles CitiManager >> Web Tools >> CCRS >> Shared Reports>> Government Standard Reports Many credits provided by the CTO don t include the original ticket numbers. Pay attention to the vendors and dollars 29

30 6. Components of a Reconciliation Program 30

31 Components of a Reconciliation Program CBA Reconciliation Program The focus of a CBA Reconciliation Program involves the validation of financial transactions against their Government obligation, the TMC travel booking and the Citi Statement. Attention should focus on resolving the unmatched transaction, including Does the Obligation provide for sufficient funding at the line of accounting Does the TMC data contain the correct information to identify the traveler and ticket Do the dollars on the transaction match that on the TMC information Does the amount that was certified match what was actually paid? 31

32 Components of a Reconciliation Program What Documentation is Necessary for a Proper CBA Program Reconciliation CBA Reconciliation Form- Used to track the matching process CBA Register Used to keep an accurate running balance of each CBA Account and maintain the Ending balance. Monthly Bank Statement The FULL Monthly Statement including the Central and Transacting accounts Initial and Final TMC Reports Any Reconciliation Communications- For use in the event of a future audit of your records All Correspondence Initiated to the Card Vendor or Airline and awaiting Resolution Any Other Relevant Recon Documents 32

33 7. Identifying and Disputing Charges 33

34 Identifying and Disputing Charges If I Find Transactions I Don t Recognize Call the TMC or merchant first and ask for clarification. Usually a call to the merchant will resolve the issue If the Merchant cannot resolve the transaction themselves, and you cannot reconcile the transaction to known travel, then you can file a claim with Citi. Remember a dispute must be filed by the APC within 60 days from the statement date on which the transaction appeared and the APC must be responsive to all requests for documentation from Citi Follow up and track the resolution of your disputes. A resolved dispute may still be in favor of the merchant and require payment. 34

35 Identifying and Disputing Charges Disputes Do Require the Correct Dispute Form (CB03) with a Signature The form can be downloaded from Citi at: Dispute forms must be faxed to Citi per the instructions on the form for the Dispute to be considered 35

36 Identifying and Disputing Charges (continued) For Accepted Disputes Citi Will: Suspend the disputed charge from the outstanding balance due The Cardholder will be notified by Citi of the dispute status and resolution Typical dispute process takes days Promptly investigate disputed items and use best efforts to resolve the dispute, including working with merchants and the transaction dispute officer If the dispute is found in favor of the government, the Government will be required to fulfill the payment or services If the dispute is found in favor of the merchant, Citi will remove the provisional credit and rebill the charges 36 Remember: Disputes must be filed within 60 days of the statement date on which the transaction first appears or dispute rights are relinquished.

37 Identifying and Disputing Charges (continued) What are other common dispute reasons on a Centrally Billed Account? Multiple Processing : A merchant may process a single transaction more than once Difference in amount: A merchant may charge a different amount, i.e., instead of a $500 ticket they charge a $5,000 ticket Transactions that have posted to the wrong account can be transferred and should not be disputed. Be Careful with your Dispute Reasons... Multiple Unauthorized Transactions indicates a compromised account and your CBA will be closed and reissued. Services Not Provided does not close an account 37

38 Identifying and Disputing Charges The CCMS Dispute Log is Another Tool You Can Use to Track Disputes >> Web Tools >> CCMS >> Inquiry>> Dispute Log You can track disputes in CCRS by using the Transaction Dispute Report 38

39 Identifying and Disputing Inappropriate Charges Transaction Reconciliation Online Card Statements and Payments (CSP) - Review cycle statements - Review interim statement transactions - Verify you executed the transactions and the amounts are correct Dispute Process - Options for disputing transactions - Online dispute process - Paper form and fax to customer service - Track all disputes online You can track disputes in CCRS by using the Transaction Dispute Report 39

40 How Do I Manage my IB Travel Program and Cardholders 8. Managing Delinquency 40

41 How Do I Manage my IB Travel Program and Cardholders Managing Delinquency OMB Require the Management and Reporting of Delinquency Why is Delinquency Reporting important Required for all APCS and is measured and reported to GSA Is a marker for irresponsible use of public funds Directly impacts refunds to agency for program improvements OMB Circular 123 Appendix B Chapter 4 Risk Management OMB Circular 123 Appendix B Chapter 5 card performance metrics Most common reasons for Delinquency Late filing of statement approvals and reconciliation Non travel activity Disputes - Not properly filed or followed up on Not tracking Airline Credits 41

42 How Do I Manage my IB Travel Program and Cardholders Managing Delinquency Managing Delinquency using Citi s Online Tools The following can be done using the CitiManager - CCMS: Raising & lowering spend limits as needed Helping to ensure addresses are correct Closing accounts when a no longer needed separates Ensuring the CBA matches the activity of the agency The following report can be run from within the CitiManager CCRS Account Listing Reports Delinquency Reports Aging Analysis Reports Audit Reports OMB, Chapter 2 -Charge Card Management Plan OMB, Chapter 4 Risk Management OMB, Chapter 5 Performance Metrics and Data Requirements 42

43 How Do I Manage my IBA Travel Program and Cardholders Managing Delinquency Closely monitor delinquency reports within CCRS. Run these reports at cycle for the most accurate information. Contact the delinquent CBA cardholder promptly. Be Familiar with Account Credit Ratings /a2/gsasmartpay2/reference/docs/acr.pdf 43

44 9. Card Closure 44

45 Card Closure Closing a CBA Account Citi s first priority to the Agency is to ensure access to charging ability Citi will accept a closure request for a Centrally Billed Account from an APC When switching from one CTO to another, the CBA account must be closed and a new one opened A lost CBA Transacting Account can be closed and a new transacting account issued in its place within the same Parent Billing account 45

46 Card Closure Reconcile and Pay your Centrally Billed Account on Time Prompt Payment Act interest will accrue if your statement is not paid with in 30 days after receipt of the statement CBA accounts may suspend at 45 days past statement billing date CBA account may be canceled at 120 days past statement billing date CBA Closure Exceptions May be Requested for a Temporary Reprieve of Suspension Agency can request exceptions on accounts Exceptions do not change Prompt Payment Act interest due Canceled accounts do not qualify for exception Citi reserves the right to deny any exception request 46

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