Defense Travel Management Office

Transcription

1 DoD Travel Programs - Customer Assistance Tools and Services Mr. Joe Ward 2010 National Travel Forum June 2010 Department of Defense

2 Agenda Customer Support Services Travel Assistance Center Training Resources Travel Explorer 2

3 Customer Relationship Management Provide customer support and assistance Extend outreach to include the entire DTMO suite of services and stakeholders (e.g., GTCC, recruit assistance, APCs, CPMs, recruits, Logistics community, etc.) Define multi-channel customer support requirements Integrate customer support across support channels Provide proactive problem identification and resolution Conference outreach 3

4 Customer Satisfaction Program Enhance the customer satisfaction program Quick Compass Survey Interactive Customer Evaluations (ICE) Ticket Management System (TMS) Survey Extend to include entire DTMO suite of services Collect and measure customer satisfaction across the Travel Enterprise Respond to key findings 4

5 Communication Efforts DTMO and DTS websites Customer Service Notices (CSNs) Travel Explorer (TraX) DTMO Dispatch Governance Boards Handshake meetings DTA Seminars TAC Outreach Calls 5

6 Travel Assistance Center 6

7 Travel Assistance Center Overview Established in September 2007 Providing assistance on spectrum of DoD travel Government Travel Charge Card Commercial Travel Programs Defense Travel System Travel Policy Recruit Assistance Outreach Calls held 2nd and 4th Tuesdays of month at 8:00 a.m. and 1:00 p.m. ET Topics and instructions for participating found under TraX Announcements 7

8 TAC Operations Analysts are trained to ensure most current and complete travel information is provided General Team Finance Team CTO Team Technical Team 8

9 TAC Teams TAC General Team First point of contact for customers Address policy, GTCC, and travel program questions Assist with DTS document and system error resolutions Research and update submitted tickets Route tickets to other TAC Teams as required TAC CTO Team DTS documents that do not transmit properly Resolving PNR errors Verifying approvals in the PNR Confirming reservation status Global Distribution Systems (GDS) Sabre, Apollo, Worldspan TAC Finance Team Centrally Billed Accounts (CBA) Debt Management Monitor (DMM) Accounting rejects DTS partner systems TAC Technical Team Review and escalate potential system problems Verify system performance daily Address issues and tickets related to DTS: Login issues, Outages, Performance, Functionality 9

10 Training Resources 10

11 Training Resources Providing a comprehensive set of resources for Services and Agencies to conduct Defense Travel training E-learning Instructor tools Reference materials 11

12 Training Resources: E-Learning Web-based training Anytime, anywhere modules Explore and learn opportunities Assessment and certificate at end of course Demonstrations Narrated walk-thru Distance Learning Live Instructor 23 Topic Classes Delivered using Defense Connect Online, the DoD web-conferencing tool No assessment, but a certificate at end of course 12

13 Training Resources: Instructor Tools Instructor Materials Intended for customization Instructor Guide, Participants Guide, PowerPoint Slides Notification to reflect updates due to software changes Enterprise Web Training System Live web-based, interactive system that mirrors production application 13

14 Training Resources: Reference Materials Manuals Quick Guides Information Papers Knowledge Center with Frequently Asked Questions 14

15 Travel Explorer 15

16 Travel Explorer Overview Users of any role can: Open and monitor progress of TAC Tickets Access helpful links, user guides, and FAQs Register and access training Demos Web Based Distance Learning Instructor-Led Use Trip Tools Trip Calculator Maps Location Reports 16

17 Accessing TraX 17

18 Registration 18

19 TraX Homepage 19

20 Subscriptions 20

21 Creating and Browsing Tickets 21

22 Creating a Ticket 22

23 Knowledge Center - Search 23

24 Search Results 24

25 Knowledge Center - Browse 25

26 Browse Results 26

27 Training Center - Recommended 27

28 Training Center Register 28

29 Training Center - Scheduled Courses 29

30 Training Center - Completed Courses 30

31 Trip Tools - Air 31

32 Trip Tools - Maps 32

33 Trip Tools - Calculator 33

34 Trip Tools Location Report 34

35 Travel Links 35

36 Visit for more information 36