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Enhancing Customer Experience with eRETA: Future of Reimbursable Work Authorizations

Discover the advancements in the Reimbursable Work Authorization (RWA) process with eRETA, the new customer portal launched by GSA. Since its launch in April 2011, eRETA allows users to access and manage RWAs easily, including bill viewing, current financial activity, and document tracking. With features such as streamlined support for multiple agency bureau codes, real-time updates, and the ability to submit work requests electronically, eRETA is set to revolutionize how GSA partners manage reimbursable services. Learn more about ongoing developments and future enhancements.

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Enhancing Customer Experience with eRETA: Future of Reimbursable Work Authorizations

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  1. Public Buildings Service eRETA - RWA Tools for the CustomerGeneral Services Administration Steven Sacco, Senior Program AnalystAshlee Carlson, Senior Program Analyst Office of Facilities Management & Services Programs Small Projects & Reimbursable Services DivisionMay 2012

  2. Customer Facing RWA eTools • What we will demonstrate: • www.gsa.gov/rwa: The first stop on your quest for RWA info • eRETA or “external RETA”: The new RWA Customer Portal launched in April 2011 • Bill View: View copies of RWA billing statements • What we will discuss: • BAAR and Web Presentment: the future Bill View • The Future: eRETA 2.0 – transitioning RWAs to an e-commerce world

  3. www.gsa.gov/rwa Primary RWA Homepage

  4. RWA Website • The first stop on your quest for RWA info • An easy website to remember: www.gsa.gov/rwa • Information provided includes: • Links to customer-facing tools and systems • Updated Forms and policies • Customer-facing Training • FAQs and POCs for questions

  5. eRETA External RWA Entry and Tracking Application

  6. eRETA 1.0 • Allows users access to RWAs managed by multiple agency bureau codes (ABC) with a single log-in • Search for RWAs and: • Review current financial activity of the RWA • View uploaded documents and files for the RWA • Download groups of RWA data to Excel for analysis • Replaced the antiquated “RWA Search” Website • Rolled out began in April 2011 • Available to all agencies by June 2011 • www.gsa.gov/ereta

  7. BillView Portal to access copies of RWA Bills

  8. Bill View • View copies of current and historical RWA billing statements • Go to www.gsa.gov/rwa for instructions on requesting User ID and password • Already have a User ID? • Jump to: www.finance.gsa.gov/billview/

  9. Bill View - Billing Statement (Top Portion) New Fields Revised Field Will display data from last RWA submission in GSA

  10. Bill View - Billing Statement (Middle Portion) New Field New field with breakdown of expenses incurred by category • New Field • Snapshot of billing history and current activity • Balance of RWA

  11. Bill View - Billing Statement (Bottom Portion) • Details costs incurred during billing period • Allows customer to see what they are paying for • Broken down by work site • Provides reference data for GSA use in addressing customer questions

  12. BAAR Billing and Accounts Receivable

  13. BAAR and GSA Customers • Simplified Access • PDF versions of bills (except rent bills) • Send messages, ask questions and dispute bills online • Includes Collection Information • Robust querying capabilities

  14. BAAR - Disputing a GSA Bill • Customer can dispute bills and check on the status of their disputes. • Disputes can be entered at two levels. • Dispute the entire bill • Dispute a specific detail of the bill

  15. BAAR - Conversion • Conversion to BAAR will occur in three phases. • Phase I – Rent and Fleet only • Completed - August 2011 • Phase II – RWAs, Global Supply, Schedules • Anticipated - July 2013 • Only unpaid and new bills will be converted. • Historical bills available in legacy application (eg. Rent on the Web (ROW) for RWAs; Billview for RWAs, etc)

  16. BAAR – RWA Conversion (Phase II) • Customer facing portion of BAAR is referred to as “Vendor and Customer Self-Service” or VCSS • Users with existing eRETA or Billview user IDs as of January 2013 will automatically have a VCSS user ID created • Not single-sign on, but quick links between eRETA and VCSS • www.gsa.gov/baar • View VCSS Brochure in right hand pane

  17. eRETA 2.0 The Future of RWA e-Commerce

  18. eRETA 2.0 - A look into the future • Electronically submit RWA Work Requests • Automatically routed to appropriate region for assignment of Project Manager, Estimator, RWA Analyst, etc • Track status of request, view estimates, and collaboratively update requirements documents online • Enter customer information (page 1 of RWA) to ensure data is not mis-keyed or omitted • Data interfaces automatically into RETA to ensure accuracy • Digitally sign RWA using eSignature • Real-time interface with RETA allows GSA to digitally sign and send Acceptance Letter within hours, even minutes

  19. Points of Contact Director Keith Colella Keith.Colella@gsa.gov Customer Outreach & Education Ashlee Carlson Ashlee.Carlson@gsa.gov Data Management Steven Sacco Steven.Sacco@gsa.gov Project Specific Contact your Regional RWA Manager >> See Map

  20. Reimbursable Services Regional Core Team

  21. Questions?

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