1 / 39

GSA Expo 2010

GSA Expo 2010. DoD Travel Programs Customer Assistance Tools and Services. Mr. Joe Ward and Ms. Margaret Hebert GSA Expo May 2010. DoD Travel Programs - Customer Assistance Tools and Services. Mr. Joe Ward and Ms. Margaret Hebert. GSA Expo June 2010. Agenda. DTMO Overview

niyati
Download Presentation

GSA Expo 2010

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


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

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

  3. Agenda • DTMO Overview • Customer Support Services • Travel Assistance Center • Training Resources • Travel Explorer

  4. 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

  5. Customer Support Services

  6. 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

  7. 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

  8. Communication Efforts • DTMO and DTS websites • Customer Service Notices (CSNs) • Travel Explorer (TraX) • DTMO Dispatch • Governance Boards • Handshake meetings • DTA Seminars • TAC Outreach Calls

  9. Travel Assistance Center

  10. 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

  11. TAC Operations • Analysts are trained to ensure most current and complete travel information is provided • General Team • Finance Team • CTO Team • Technical Team

  12. TAC Teams

  13. Training Resources

  14. Training Resources • Providing a comprehensive set of resources for Services and Agencies to conduct Defense Travel training • E-learning • Instructor tools • Reference materials 14

  15. Training Resources: E-Learning • Web-based training • Anytime, anywhere modules • Explore and learn opportunities • Assessment and certificate at endof 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

  16. 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

  17. Training Resources: Reference Materials • Manuals • Quick Guides • Information Papers • Knowledge Center with Frequently Asked Questions 17

  18. Travel Explorer

  19. 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

  20. Accessing TraX

  21. Registration

  22. Registration (continued)

  23. TraX Home

  24. Creating and Browsing Tickets

  25. Creating a Ticket

  26. Knowledge Center - Search

  27. Search Results

  28. Knowledge Center - Browse

  29. Browse Results

  30. Training Center - Recommended

  31. Training Center – Register

  32. Training Center - Scheduled Courses

  33. Training Center - Completed Courses

  34. Trip Tools - Air

  35. Trip Tools - Maps

  36. Trip Tools - Calculator

  37. Trip Tools – Location Report

  38. Travel Links

  39. Visit www.defensetravel.dod.mil for more information

More Related