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DoD GTCC Program Update: State of the Program, Recent Policy Changes, and SP3 Transition Observations

This training forum will cover the current state of the DoD GTCC Program, recent policy and program changes, and observations on the SP3 transition. Topics include spend breakdown, rebate comparison, Citibank call center statistics, and more.

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DoD GTCC Program Update: State of the Program, Recent Policy Changes, and SP3 Transition Observations

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  1. DoD GTCC Program Update Alec CloydGSA SmartPay Training ForumJuly 16-18, 2019

  2. Agenda • State of the Program • Recent Policy/Program Changes • SP3 Transition Observations • Questions & Answers

  3. State of the Program • Most recent key metrics / size of the program • Spend breakdown by merchant category groups • Rebate comparison (FY18Q2 to FY19Q2) • Citibank call center statistics

  4. Spend Breakdown by Merchant Category (Q2 FY18 – Q2 FY19)

  5. Gross Rebate Comparison (Q2 FY18 – Q2 FY19) While year over year spend increased by 12%...Year over year rebates increased by 135% Yeah!!

  6. Citi Call Center Statistics: Volume and Speed to Answer (hold times) • FY 2017 vs FY 2018 growth in call volume = 304,106 or 19% (equates to 19 FTEs) • 2019 YTD trending 30% higher than 2018; 52% higher than 2017 • 2018 Trend Drivers: • Q4 2017 & Q1 2018 departed from historical DoD call patterns • Volumes significantly higher than normal Jun-Aug during period promoting address change updates in prep for SP3 • Began to stabilize after announcing change in SP3 strategy in Sep. • Nov-present – SP3 launch of new GSA clients has reduced capacity to leverage broader CS team to support DoD call peaks

  7. Citi Call Center Statistics: Top Cardholder Call Reasons • Increase in Hold Times – Key Drivers: • Consistent increase in total calls • Reduction in backup support capacity driven by SP3 transition volumes • Mitigation Initiatives: • Onboarding additional service personnel: March – June • Customer Service • APC Support • Help Desk • New technology: • Virtual Agent (‘bot’) • Will increase self-service capacity • Will increase live agent capacity • Will provide more robust call data • Phase II rollout underway • Top Call Reasons • Items highlighted in yellow are available online and/or through the current IVR or Mobile app • Mitigation Opportunity: • Partner to increase cardholder adoption of self service options to include mobile app.

  8. SP3 Policy/Program Changes • Lower ATM/Cash withdrawal default limit ($365/$665 to $250) • Drive more spend (and related data) to the card; improve cardholder physical security; support ‘cashless’ environment • Average FY17 withdrawal amount was only ~$129 • Restricted Account Management – effective 1 June 2019 • No longer require deactivation when not in a travel status • 50%+ accounts are restricted vs. ~2% of accounts delinquent • Declined rates 10%+ related to “account not active” • Additional tools available to identify potential misuse

  9. SP3 Policy/Program Changes (continued) • Credit Limit Increased (APC thresholds) – effective 1 June 2019 • Level 3 APCs (level 4 for IAs) now have ability/capability to improve increases up to $25K (up from $20K) • Creditworthiness Evaluations – effective October 2019 • If applicant declines credit score check by Citibank, they must provide an alternate creditworthiness assessment • Required by OMB Circular A-123, Appendix B • DD Form 2883 will serve as alternate assessment • If applicant is unsure of ability to qualify, recommend they obtain free credit score before applying • Account upgrade option

  10. SP3 Transition Observations • Credit Balance Refunds • IBA • FY19 through May Citi issued 305K for $192M • APC reporting and cardholder action • CBA • As of April, DoD had $9.8M; more than we actually owed! • Ensure quarterly review and clean-up / processing • CBA account clean-up / closure (CBA CORP ID Report) • Rebate processing…or lack thereof (notably in IAs) • Payment via ACH/EFT mandated under SP3

  11. Questions? Q & A

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