GSA Expo 2010 DoD Travel Programs Customer Assistance Tools and Services Mr. Joe Ward and Ms. Margaret Hebert GSA Expo May 2010

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Department of Defense DoD Travel Programs - Customer Assistance Tools and Services Mr. Joe Ward and Ms. Margaret Hebert GSA Expo June 2010

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 3 Agenda DTMO Overview Customer Support Services Travel Assistance Center Training Resources Travel Explorer

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) DTMO Overview Established in 2006 to provide a single focal point for commercial travel within DoD Commercial Travel Management Travel Policy and Implementation Customer Support and Training DoD Travel Card Program Management Functional Oversight of the Defense Travel System (DTS) Allowance and Entitlement Program Management 4

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Customer Support Services 5

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 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 the multi-channel customer support requirements Integrate customer support across support channels Provide proactive problem identification and resolution Conference outreach 6

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Customer Satisfaction Program Enhance the customer satisfaction program –Quick Compass Survey –Interactive Customer Evaluations (ICE) –Ticket Management System (TMS) Survey Extend to include the entire DTMO suite of services Collect and measure customer satisfaction across the Travel Enterprise Respond to key findings 7

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Communication Efforts DTMO and DTS websites Customer Service Notices (CSNs) Travel Explorer (TraX) DTMO Dispatch Governance Boards Handshake meetings DTA Seminars TAC Outreach Calls 8

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Travel Assistance Center 9

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 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 found under TraX Announcements 10

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) TAC Operations Analysts are trained to ensure most current and complete travel information is provided –General Team –Finance Team –CTO Team –Technical Team 11

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 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 Finance Team Centrally Billed Accounts (CBA) Debt Management Monitor (DMM) Accounting rejects DTS partner systems 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 Technical Team Review and escalate potential system problems Verify system performance daily Address issues and tickets related to DTS: Login issues, Outages, Performance, Functionality 12

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Resources 13

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Resources Providing a comprehensive set of resources for Services and Agencies to conduct Defense Travel training –E-learning –Instructor tools –Reference materials 14

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Resources: E-Learning Web-based training –Anytime, anywhere modules –Explore and learn opportunities –Assessment and certificate at end of course Demonstrations –Narrated walk-thrus 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 15

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 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 16

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Resources: Reference Materials Manuals Quick Guides Information Papers Knowledge Center with Frequently Asked Questions 17

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness)18 Travel Explorer

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Travel Explorer Overview Users of any role can: Open and monitor progress of TAC Tickets Access helpful links, user guides, and FAQ’s Register and access training –Demos –Web Based –Distance Learning –Instructor-Led Use Trip Tools –Trip Calculator –Maps –Location Reports 19

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Accessing TraX 20

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 21 Registration

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 22 Registration (continued)

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 23 TraX Home

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Creating and Browsing Tickets 24

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Creating a Ticket 25

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Knowledge Center - Search 26

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Search Results 27

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Knowledge Center - Browse 28

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Browse Results 29

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Center - Recommended 30

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Center – Register 31

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Center - Scheduled Courses 32

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Training Center - Completed Courses 33

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Trip Tools - Air 34

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 35 Trip Tools - Maps

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Trip Tools - Calculator 36

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 37 Trip Tools – Location Report

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) 38 Travel Links

Defense Travel Management Office Office of the Under Secretary of Defense (Personnel and Readiness) Visit for more information 39