Department of Defense All Hands Session - Citibank · Department of Defense All Hands Session ......

U.S. General Services Administration

Department of Defense All Hands Session

What’s New for 2012 and Other

Recommended Lectures and Courses

July 2012

2012 GSA SmartPay Conference

“Fine Tune Your Payments Program With GSA SmartPay”

This material is intended for use by the GSA only

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House Rules

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DoD All Hands Session

(agency name)

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 emailed after the conference within 60 days

DoD Travel

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Schedules Available at the Welcome Center DoD Travel)


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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

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Reminders DoD Travel


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Interactive Training Events – DoD


DoD Travel

Citi offers on-site training 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 www.defenseTravel.dod.mil/passport to view and register for these sessions

Upcoming Training

– Visit www.defenseTravel.dod.mil/passport to view and register for these sessions

On-site at your base or installation

– 20-participant minimum

– Visit www.citimanager.com/dodhome under Resources to download the On-site Training Request Form

Distance Learning–Video Conferences

Please e-mail us at [email protected] and a Citi training coordinator will work with you directly for on-site or Distance Learning sessions.

http://www.citimanager.com/dodhome

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• Review What’s New for 2012

• Review Other Recommended Lectures and

Courses

Goals & Objectives

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Department of

DefenseDoD Travel

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1. Going Green

2. Online Cardholder Functionality

3. SMS/Text Messaging (Fraud and

Informational Alerts)

4. ATM Fees

5. New Lecture Classes – “How Do I…..?”

Agenda

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DoD Travel

1. Going Green

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DoD TravelGoing Green

Citi will continue to add more offerings/functionality

in support of this global initiative:

– Requests for new accounts can all be done

online – no paper applications are required

– Cardholders can view and download statements

online - no paper

– Payments can be initiated online - no checks

DoD lags greatly behind the rest of the federal

government as well as the private sector as it

relates to going paperless with statements as well

as submitting card applications

Citi is in the process of offering GSA, under the Master Contract, the ability to make receiving a

paper statement a “negative” option, making the electronic statement the standard default

% of Online Statements Turned On

Year DoD Government Private Sector

2010 1.80% 20.63% 47.20%

2011 5.20% 30.55% 61.07%

2Q12 4.83% 34.50% 52.90%

% Paper Applications (2011)

Entity % Paper

Applicatio

ns

# of Trees

That Could

be Saved*

DoD 43.07% 30

Government 42.83%

Private Sector 6.91%

Year # DOD

Statements

Mailed

# Pages

Printed

# of Trees

That

Could be

Saved*

2010 6,754,975 9,069,228 1,134

2011 8,925,011 8,925,011 1,116

2Q12 1,389,234 1,861,733 233

* 8,000 pages = one tree

2. Online Cardholder Functionality

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DoD TravelOnline Cardholder Functionality

Cardholder Maintenance

– As of May 23rd, cardholders will are able to manage their demographic information online, via

CitiManager – phone numbers, email and mailing addresses

– Cardholders no longer have to contact their APC or call Citi to update their addresses or phone

numbers

ACH

– This summer cardholders will be able to request their credit balance refund payments via CitiManager

and benefit from ACH functionality

– Will be able to maintain bank routing information within CitiManager

Citi continues to enhance our cardholders’ experience and providies more functionality available at

your fingertips

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DoD TravelACH Functionality – Verifying Refund Eligibility

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DoD TravelACH Functionality – Requesting a Refund

3. SMS and Email Alerts

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DoD TravelSMS & Email Alerts: Overview

Cardholders and APCs are now able to conveniently, efficiently, and easily stay

informed about activity on their cards using their mobile phones

Cardholders can now receive SMS and email alerts for convenient access to information about their

accounts – just like they can with their personal cards programs. Cardholders can receive balance and

transaction updates through pre-registered and on-demand alerts. Fraud Early Warning will automatically be

provided via email and SMS as selected by registered companies.

Key benefits of Citi’s alerts include:

Convenience: Stay abreast of card activity and information whenever and wherever – even when traveling

Timeliness: Receive prompt notification of fraud early warning, statement availability, payment due date and other key

events related to your account

Efficiency: Easily receive information and notifications, including earliest possible notification of potential fraud - without

checking CitiManager, calling customer service, or contacting the APC

Flexible subscription options: Choose from email alerts, mobile alerts, on-demand inquiries and CitiManager

Emails are sent 24/7. SMS is sent from 8am to 9pm local time. Local time is determined by the area code associated with what is listed as their home phone.

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DoD TravelOverview: Informational & Fraud Early Warning (FEW) Alerts

Although both types of SMS alerts are sent to a cardholder’s subscribed mobile

phones, the two types of alerts function differently and solve for separate challenges

Informational Alerts

Purpose: Keep customer informed about

account updates and details for better

account management

– New Statement Ready

– Payment Due

– Payment Received

– Payment Past Due

Optional Enrollment: Opt-in or Opt-out

of alerts through CitiManager or through

Customer Service. Cardholders can stop

receiving alerts at any time by replying

“STOP” from the registered mobile device

Fees: Citi does not charge for this

service. All standard message & data

rates apply per cardholder’s mobile

provider contract

FEW Alerts

Purpose: Inform cardholders of:

suspected fraud quicker for immediate

actioning and reduced Citi exposure.

– New contact strategy in addition to

the telephone contact strategy

– Citi FEW team is able to ensure an

added layer of security with their

alerts through SMS and email alerts

Mandatory Enrollment: Alerts are sent

automatically to cardholders via e-mail or

SMS. Cardholder may opt-out of SMS

Fees: Citi does not charge for this

service. Any message sent to or

received from Citi FEW is free to the end

user.

4. ATM fees

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DoD TravelCash Advance Fees

Cash Advance fees changed with the new option period of the contract

Statement messaging for accounts that generated a statement during the announcement period received

a message on their statement. Accounts that did not generate a statement received a statement mailer

(see below)

IBA Communication Timeline

4/20 4/23 5/11 5/22 5/22 6/6 6/11 6/22 6/22 7/6 7/11

* Communication campaign begins

* 30-day advance notice of new fees

* End of 30-day advance notice

* Last statements with old fees* First statements to show new fee

5/4

5. New Lecture Series

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DoD Travel“How Do I…?

Each How Do I… session merges the practice of being an APC, with its unique policy and

program responsibilities, along with the technical instruction that gives the user the know

how to execute their duties. This “day in the life” approach keeps the learning relevant and

focused so that it captures the necessary basics of managing a program in compliance with

GSA and OMB guidelines, and providing the APC with the tools to execute upon these

activities.

Each How Do I… lecture focuses on providing instruction and explanation of the policies

set forth by OMB, what and how these policies apply to an APC’s daily activity in the

context of the Program Type and cardholder community, with support through he use of

Citi’s suite of tools features that are uniquely designed to facilitate the execution of each

activity. Since each card program has its own distinctive activities and online capabilities,

the training is divided up into card specific sessions with content that is customized to

provide program specific activities and solutions, best practices, hints and tricks.

Each How Do I… lecture uses a team teaching approach that brings the knowledge and

expertise of a card program and policy expert to bare along with a Citi tool expert and

trainer to demonstrate the user experience within the tools. This combination of instructors

gives the APC the benefit of expertise in defining “what” are the expectations and duties of

an APC, while a technologist is able to explain the “how” of executing on those duties.

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DoD Travel“How Do I…….?

How Do I… Manage my CBA Program?

Focus on activities an APC would need to perform to

support a CBA Program and provide training on how to

use Citi’s online tools

OMB and DTMO Policy Overview for a Central Billed

Travel Program

Managing Advanced Credits and Returned Tickets

The Importance of and How to Calculate Prompt

Payment Interest

Identifying and Disputing Inappropriate Charges

Appropriate Use of the CBA to Support the Service

Member

Safe Haven Rules and Execution

Card Applications and Closure

Importance of Multiple Cycle Dates

Practices with Traditional and DTS CBA Accounts

CBA Reconciliation Overview

How Do I… Manage my IBAs and Cardholders

Focus on activities an APC would need to perform to

support an IBA Program

OMB and DoD/DTMO Policy Overview and Reporting

Card Applications Procedures and Supervisory

Workflow

Importance of Data Accuracy and Social Security

Numbers

Managing Delinquent Cardholders and Delinquency

Reporting (Aging Analysis Reporting)

Salary Offset and Alternative Payment Plans

DOD TraX and Ongoing Training

Managing a Cardholder Account (controls, open/close,

addresses, card re-issues)

Safe Haven Procedures for Cardholders in High Risk

Areas

Hierarchy Transfers (Inter and Intra Service transfers)

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DoD Travel“How Do I…….?

How Do I… Maintain my Online Users and APCs

Focus on helping the APC improve their capabilities with Citi’s online tools; facilitate their ability to

support their user community; and to be a proper steward of their online users.

OMB and Information Security Policy for Online Users within the GSA SmartPay Program

Message Boards, Library and Online Resources

Setting up and Managing APCs within Citi’s Tools

Assigning Privileges and Access to Cardholder Information

Resetting Passwords

Merging IDs

Searching for Users

Online Self Registration and Resetting Online Registration

Effective use of Passwords, Verification Information and Multifactor Authentication

Proper Stewardship of My Online Community (managing and removing APCs Entitlements)


(Facilitator Name)

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Department o

DefenseDoD Travel)

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Survey

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Department o

DefenseDoD Travel

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Please take the course survey online by visiting:

www.gsasmartpayconference.org/survey

or by using the link sent to you via email from Feedback Systems.

Surveys can be taken through any mobile device.

http://www.gsasmartpayconference.org/survey

efficiency, renewable energy & mitigation

In January 2007, Citi released a Climate Change Position Statement, the first US financial institution to do so. As a sustainability leader in the financial sector, Citi has taken concrete steps to address this important

issue of climate change by: (a) targeting $50 billion over 10 years to address global climate change: includes significant increases in investment and financing of alternative energy, clean technology, and other carbon-

emission reduction activities; (b) committing to reduce GHG emissions of all Citi owned and leased properties around the world by 10% by 2011; (c) purchasing more than 52,000 MWh of green (carbon neutral) power

for our operations in 2006; (d) creating Sustainable Development Investments (SDI) that makes private equity investments in renewable energy and clean technologies; (e) providing lending and investing services to

clients for renewable energy development and projects; (f) producing equity research related to climate issues that helps to inform investors on risks and opportunities associated with the issue; and (g) engaging with

a broad range of stakeholders on the issue of climate change to help advance understanding and solutions.

Citi works with its clients in greenhouse gas intensive industries to evaluate emerging risks from climate change and, where appropriate, to mitigate those risks.

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Department of Defense All Hands Session - Citibank · Department of Defense All Hands Session ......

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Transcript of Department of Defense All Hands Session - Citibank · Department of Defense All Hands Session ......