U.S. General Services Administration. How Do I Manage my Individually Billed Travel Program and Cardholders Stacy Eslich DTMO Vice President Citi

Transcription

1 U.S. General Services Administration How Do I Manage my Individually Billed Travel Program and Cardholders Stacy Eslich DTMO Vice President Citi July 2012

2 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 support an Individually Billed Travel Program for the Department of Defense Travel Program. Topics that are only specific to the DoD IBA 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 DoD CBA Travel Program Guidance and Policy How Do I Manage My DoD IBA Travel 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 and DoD/DTMO Policy Overview and Reporting 2. DoD TRAX and Ongoing Training Supporting Your Cardholders 3. Applications Process 4. Viewing Cardholder Statements 5. Credit Balance Refunds 6. Hierarchy Transfers (Inter and Intra Service transfers) Managing Your DoD IBA Travel Program 7. Managing a Cardholder Account (controls, open/close, addresses, card re-issues) 8. Importance of Data Accuracy and Social Security Numbers 9. Managing Delinquent Cardholders and Delinquency Reporting 10. Salary Offset and Alternative Payment Plans 11. Appropriate use of DoD Mission Critical Status 12. Effective Use of Bulk Maintenance 8

9 1. OMB and DoD/DTMO Policy Overview and Reporting 9

10 OMB and DoD/DTMO Policy Overview & Reporting Travel APCs 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 Financial Management Regulations, Volume 9, Chapter 3 Prescribes policies and procedures specific to DoD regarding the management of the DOD Travel Card Program Updated and maintained by the DTMO 10

11 2. DoD TRAX and Ongoing Training 11

12 Citi Sponsored Training Citi offers on-site training for its EAS at no cost for agencies meeting the required minimum participant level of 20 or more as set forth in the GSA SmartPay2 Master Contract. Regional Citi Training Locations Norfolk, VA Washington, DC Visit to view and register for these sessions On-site at your base or installation 20-participant minimum Visit and under Resources to download the On-site Training Request Form Web-Based Training (WBTs) us at and a Citi training coordinator will work with you directly for on-site or Web-Based sessions. 12

13 DoD TRAX and Ongoing Training TRAX is available via the DTMO Web Portal PASSPORT Login to TRAX using your user ID and Password or your DoD CAC. If you have not registered for TRAX, simply log into the site and select Register Guides and WBTs and other travel related resources are available via TRAX 13

14 DoD TRAX and Ongoing Training Once you are logged in, click on Training to view available training. 14

15 DoD TRAX and Ongoing Training Once you have taken training through TRAX, simply click on the My Completed tab to view/print your certificate. If you cannot locate your certificate, contact the TRAX helpdesk 888 HELP-1-GO If necessary, you can always return to TRAX to obtain copies of completed training certificates. 15

16 3. Applications Process 16

17 Card Applications Procedures Online Applications Benefits of Online Applications 1. Easier and faster than paper applications 2. Fewer errors from illegible handwriting and faxing 3. No paper - Green 4. Can still print out a paper copy if necessary Check out the Summer 2012 Edition of the Defense Travel Dispatch on Going Green >> Web Tools >> CCMS >> Card Management 17

18 Card Applications Procedures Online Applications Card Basics Standard Cards Credit Limit $7,500 $4,000 Cash Limit $665 $365 Retail $250 $100 Restricted Cards Credit Check / Score Required (660+) Optional ( ) Active When Shipped APC initiated and only when travelling 18 More details on DoD Standard and Restricted cards can be found at: FMR Volume 9, Chapter 3, Subsection More details on Credit Checks for Travel Cardholders can be found at: OMB Circular A-123 Chapter 6 Credit Worthiness FMR Volume 9, Chapter 3, Subsection

19 Card Applications Procedures Online Applications More details on DoD Standard and Restricted cards can be found at; FMR Volume 9, Chapter 3, Subsection A Standard Cards FMR Volume 9, Chapter 3, Subsection B Restricted Cards 19

20 Card Applications Procedures Online Applications Card Applicants will get two s. Applicants will click on the Apply for Card link to complete the application New Card Registration ID and Registration Passwords are only valid when using the Apply for Card link 20

21 Card Applications Procedures Online Applications DoD uses the CitiDirect System Client Code option only. Other options will not work for a DoD application. 21

22 Card Applications Procedures Online Applications Travel APCs Once the applicant and supervisor have completed their portion of the process, the APC will review the application for accuracy The APC may still reject the application at this point Once accepted, the card may take up to 2 weeks to get to the cardholder If a requested credit check does not satisfy the minimum amount for a card (<500 Credit Score), the application will be declined and no card generated >> Web Tools >> CCMS >> Inbox A correct supervisor is important since applications cannot be processed without it 22

23 Card Applications Procedures Paper Applications Travel APCs The DoD IBA Application Form can be found on Citi s DoD Travel Card Forms Webpage: solutions/commercial_cards/fed_govt_svcs/forms.jsp Paper Applications are still available for those who cannot use the online application Double check the accuracy and legibility of the data provided on the paper application to avoid processing delays or other issues with the card. Please Note: A valid and correct SSN is required by the Patriot Act, and Citi and DOD policies. SSN is essential in maintaining the accuracy of your information and for timely posting of your DOD split disbursement payments. 23

24 4. Viewing Cardholder Statements 24

25 Viewing Cardholder Statements Travel APCs >> Manage Card Accounts >> Card Accounts APC Usage of the Cardholder Statements and Payments (CS&P) Used for assisting and auditing individual cardholders APCs who also have cards should register their card then MERGE their IDs using CitiManager Cardholder Usage of the Cardholder Statements and Payments Cardholders need to be notified to register for CS&P via CitiDirect A card Statement and Billing information is necessary to register the card online. CSP functionality includes; Account Summary Account Information View and Download Statements View Unbilled Transactions Merging IDs is simple. Go to: CitiManager>>My Profile >> 25

26 Viewing Cardholder Statements Travel APCs The Filter Icon provides useful search options 26

27 Viewing Cardholder Statements The downloaded PDF file is the same statement that is mailed to the cardholder s mailing address 27

28 Viewing Cardholder Statements Going Paperless Citi offers a paperless statement solution for our US Government Card Clients The Paperless Initiative was launched to reduce paper waste by enhancing our technologies in support of online statement and communications. This is part of a global effort on behalf of Citi and DOD that illustrates the vital role we all play in reducing our environmental impact. Go Paperless Functionality that enables our Commercial Card customers using CitiManager to opt out of receiving paper statements. Access account statements online Government (GSA and DOD) statements was available as of the March 28 th billing cycle Access statement collateral online View statement messages View or print statement inserts Unread messages are identified by a New indicator 28

29 Viewing Cardholder Statements Going Paperless 29

30 5. Credit Balance Refunds 30

31 Credit Balance Refunds Online Credit Balance Refunds are Now Available to DOD GTC Cardholders Replaces the check payment for CBR Available through the Request Refund tab of the cardholder statement Rules for Refunds 1. Must be Current Credit Balance 2. Up To $4, Cannot obtain CBR on open disputes 4. Once every 10 days day waiting period after check payments 6. Always double check your refund amount 31

32 7. Hierarchy Transfers 32

33 Hierarchy Transfers Steps to Transferring an Account Holder 1. Click on Account Management and then Transfer Account 2. Fill in either the account number or the SSN and select Transfer 3. You can only PULL accounts into your hierarchy >> Web Tools >> CCMS >> Card Management 33 Transferring accounts from a different Services (with different cycle dates) will result in the request remaining pending until after the cycle of the gaining hierarchy if the account has a balance

34 8. Managing a Cardholder Account 34

35 Managing a Cardholder Account It is your job, as an APC, to manage your Travel Card Program. An important part of this job is to manage your cardholder accounts. The following can be done using the Citi EAS- Card Management: Raising/Lowering Credit Limits as needed Activating/Deactivating accounts Helping to ensure addresses are correct & managing returned mail Transferring accounts between hierarchies Closing accounts when a cardholder separates Helping to manage the returned mail FMR Volume 9, Chapter 3, Subsection Agency Program Coordinator Duties The following report can be run from within the Citi EAS CCRS Account Listing Reports Delinquency Reports Aging Analysis Reports Audit Reports 35

36 Managing a Cardholder Account CitiDirect Card Management System is your #1 location to go to manage your cardholder populations >> Web Tools >> CCMS >> Card Management>> Modify Account 36

37 Managing a Cardholder Account 37 Rank and Grade are updated by DMDC using the Cardholder s SSN. If the Rank and Grade are incorrect, double check the cardholder s SSN.

38 Managing a Cardholder Account Some Common Status Values I. V9 Agency Close This account can be reopened by an APC II. M9 Account Closed Cannot be opened by an APC III. J1- J2 Returned Mail/Returned Card IV. G1-G5 Delinquent V. T1 Terminated (Left the DOD) VI. B9-Deceased (cannot reopen) 38

39 Managing a Cardholder Account- Controls Temp Limit Controls Uniformed Agencies Standard APC (HL4-7) APC (HL3) CPM (HL2) DTMO (HL1) Cash $5,015 $10,015 $25,000 No Maximum Credit $10,000 $15,000 $25,000 No Maximum Restricted APC (HL4-7) APC (HL3) CPM (HL2) DTMO (HL1) Cash $2,015 $4,015 $25,000 No Maximum Credit $7,500 $10,000 $25,000 No Maximum Independent Agencies Standard APC (HL5-7) APC (HL4) CPM (HL3) DTMO (HL2*) Cash $5,015 $10,015 $25,000 No Maximum Credit $10,000 $15,000 $25,000 No Maximum Restricted APC (HL5-7) APC (HL4) CPM (HL3) DTMO (HL2*) Cash $2,015 $4,015 $25,000 No Maximum Credit $7,500 $10,000 $25,000 No Maximum 39

40 Managing a Cardholder Account Temp Limits 40

41 9. Data Accuracy and Social Security Numbers 41

42 Data Accuracy and Social Security Numbers Travel APCs The US Patriot Act (Section 326) and U.S. banking regulations require accurate information for all cardholders so that the bank and the U.S. Government can uniquely identify a cardholder Name Address Social Security Number DFAS pays split disbursements by Social Security Number DoD Disbursing Split Disburs. SSN Pay $ $900 SSN to Account X-Walk SSN Acct XXXXXXXX YYYYYYYY Payment Applied Acct Payment XXXXXXXX $ YYYYYYYY $900 DFAS 42

43 Data Accuracy and Social Security Numbers Travel APCs An Incorrect SSN is the #1 Reason for Late or Mis-Posted Payments It is extremely important to ensure your cardholder s SSN is correct everywhere!!! On the application for the card On File with DTS On file for Disbursing Incorrect SSNs will cause payments to reject or have significant delays in posting. A correct SSN is the first step in ensuring your cardholder s payments post timely, reducing the chance for delinquency. A cardholder or an APC can fax a request change a SSN to (605) The request must include the last 8 digits of the account number, the reason for the change, a copy of the social security card or legal documentation that includes the SSN, and a signature of cardholder or APC. 43 Citi receives from DOD up to 150 payments each day that cannot be posted due to an incorrect SSN

44 10. Managing Delinquency and Delinquency Reporting 44

45 Managing Delinquency & Delinquency Reporting Travel APCs OMB and DoD 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 potential misuse or other potential financial problems Directly impacts rebates to DoD for program improvements See OMB Circular 123 Appendix B Chapter 5 for card performance metrics. FMR Volume 9, Chapter 3, Subsection and Section 0313 Most common reasons for Delinquency Late filing of travel voucher or inappropriate split disbursement allocations Spent reimbursement Misuse/Abuse Overspent per diem Non travel activity Disputes - Not properly filed or followed up on Did you know that >74% of delinquent cardholders sampled have received a full reimbursement for authorized expenses from DOD? 45

46 Managing Delinquency & Delinquency Reporting Closely monitor delinquency reports within CCRS. Run these reports at cycle for the most accurate information. Contact the delinquent cardholder promptly. Be familiar with the different credit ratings on accounts: G1 45 days past billing G2 Pre-suspension 55 days past billing G3 Suspended 61 days past billing G4 Pre-cancellation 121 days past billing G5 Cancellation 126 days pasts billing >> Web Tools >> CCRS >> Organization Shared Folders>> Department of Defense Travel Shared Reports 46

47 Managing Delinquency- Activate and Deactivate Another way to manage delinquencies is to deactivate accounts when the cardholder is not in a travel status. Restricted Cards are to be deactivated when not travelling by default >> Web Tools >> CCMS >> Card Management>> Modify Account The Activate/ Deactivate toggle will change depending on the status of the cardholders 47

48 11. Salary Offset and Reduced Payment Plans 48

49 Salary Offset and Reduced Payment Plans 49 Delinquency Notifications At 91 DPB - A due process letter is sent to cardholder offering Alternative Payment Options Cardholders can opt in for alerts in the EAS to provide notification on delinquency APCs can use CCRS to monitor and manage cardholder delinquency Reduced Payment Plans (aka Alternative Payment Plans) provide a means for the Cardholder to work with Citi to resolve an outstanding balance The goal of RPP is to avoid a cardholder from going into Salary Offset Cardholder will work directly with Citi to establish an alternative payment schedule rather than pay all at once. Typically an outstanding balance can be paid in 2 or 3 installments or Citi will work with the cardholder to design a payment plan structure that works for both. Cards are closed, but the cardholders credit rating is not impacted. RPP provides a positive alternative to the cardholders before negative impacts affect their credit history or job status

50 Salary Offset and Reduced Payment Plans Salary Offset allows DFAS to automate repayment a cardholders account when the become severely delinquent At 121 DPB - The balance will be submitted to DFAS for salary offset The balance includes all charges plus an $80 collection fee and three late fees of $29 (to cover delinquency fees) Accounts denied for salary offset, an $85 collection fee will be accessed. Salary Offset, it does not ensure the account will be corrected If the individual is a Guard or Reserve member, there may not be enough regular income from the DoD to pay back the balance If the individual leaves the DoD with a balance, the delinquent amount cannot be submitted for Salary Offset and will go to charge off and possibly affect an individuals credit rating 50 Salary Offset Q&A at the SmartPay 2012 Tuesday 4:00 PM- Delta Mezzanine Bayou A&B Wednesday Delta Mezzanine Bayou E

51 12. Appropriate Use of DoD Mission Critical Status 51

52 Appropriate Use of DoD Mission Critical Status FMR Volume 9, Chapter 3, Subsection Mission-Critical Travel Mission-critical travel is defined as travel performed by DoD personnel under competent orders and performing duties that, through no fault of their own, prevent the traveler from filing travel vouchers and paying the GTCC bills. Mission-critical status must be reflected on the travel orders/authorizations in order for the traveler to be reimbursed for any late charges incurred while in this status An individual charge card account must be placed in mission critical status before the account is suspended APC s can place an account in Mission Critical for up to 120 days. Requests past 120 days must be made by HL3 APCs. Extension requests must be made before account reaches end date of initial request or subsequent extension request Mission Critical can be found in CCMS>> Modify Account under Controls 52

53 Appropriate Use of DoD Mission Critical Status Appropriate Uses of Mission Critical The cardholder will be engaged in an activity in a remote location and cannot file an interim voucher or pay the balance. (I.E. PCS for some agencies) The cardholder cannot file an interim voucher due to the nature of the mission (cannot be identified as a Government employee). Inappropriate Use of Mission Critical Avoiding Delinquency Reporting BE PROACTIVE!!! Accounts already suspended cannot be placed into Mission Critical Extending payment dates when cardholders are not travelling 53

54 13. Effective Use of Bulk Maintenance 54

55 Effective use of Bulk Maintenance Bulk Account Maintenance Bulk Maintenance allows you to quickly and efficiently provide changes to a group of cardholders without having to update them individually online. Very effective in large deployments Changes to accounts done via Bulk Account Maintenance are NOT performed in real time. The changes will be exported via a file to the card processor and the final change will be reflected in CCMS the following business day. Methods for Bulk Maintenance 1) Bulk Maintenance Online Provided inside of CCMS Manages cardholders via hierarchy assisted and include/exclude selections Very effective for group entitlements of the same kind 2) Bulk Maintenance Upload Uses formatted spreadsheet that can be populated from external sources Once complete, the file is uploaded and managed Spreadsheet template is available online 55

56 Effective use of Bulk Maintenance Points to remember when performing Bulk Maintenance include: 1. A maximum of 3000 accounts can be selected at one time to update online. 2. Selection of 100 accounts or less will be processed immediately and sent to the processor 3. Selection of more than 100 accounts requires additional processing time. Processing time is dependent on the amount of data being changed, but the final change will be reflected in CCMS the following business day 4. Accounts that are locked due to processing pending requests and lost/stolen accounts will not be considered for bulk maintenance. >> Web Tools >> CCMS >> Card Management>> Account Management>> Bulk Maintenance 56

57 Using Bulk Maintenance Online Select the hierarchy level(s) of the accounts to be maintained by checking the box next to the hierarchy name(s). All accounts at those hierarchy levels and below will be selected for maintenance. If only some of the accounts are to be modified, select the exclude accounts button which while simplify the account selection. 57

58 Effective use of Bulk Maintenance The request log will display all maintenance requests and their status. Click the Completed Successfully or Completed with Errors link to see the completed accounts or any errors that occurred. 58

59 Effective use of Bulk Maintenance Upload Travel A/OPCs APCs When you click the Card Management Account Management Bulk Account Maintenance Upload menu item in the Menu Bar, the system displays the Bulk Account Maintenance Upload window. You can upload a Bulk Account Maintenance file, view the list of files uploaded, view the details of the files that have been processed, and any rejects from this window. A complete step-by-step guide for bulk upload can be found at; _solutions/commercial_cards/fed_govt_svcs/forms.jsp 59

60 Bulk Maintenance Frequently Asked Questions 1. What is the maximum file size for the Excel Spreadsheet? The maximum size is 2MB. 2. What if my file exceeds the 2MB maximum? The user will have to create separate files that do not exceed the 2MB limit. 3. What is the maximum number of rows that can be populated? The maximum number is 3,275 rows if all fields are fully populated. 4. What are the mandatory fields? a. If the user wants to update a single account, they need to enter account number and at least one field to be updated. b. If the user wants to update all accounts in a hierarchy node, they need to enter hierarchy values and at least one field to be updated. 5. How do I view details of the file that has been processed successfully? To view the details of file that has been processed successfully click the Processed link available in that row. The system will display a pop up dialog with the details. 6. What if my file is rejected? To view the details of file that has been rejected click the Rejected link available in that row. The system will display a pop up dialog with the reason for rejection. 7. How do I register for training on Bulk Account Maintenance with File Upload? CitiDirect EAS training has been published and can be found at Individuals must register as a user to gain access to the Travel Explorer (TraX). 8. Where do I obtain a blank Excel Spreadsheet to get started? At 60

61 Stacy Eslich 61

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