Fleet Management-Call-Flow-Guide

1. MOVING FORWARD RT 46 Department of Transport Fleet Management Tender Fleet Management-Call-Flow-Guide

2. RT46 Background Purpose Your readiness to the new RT46 contract is a priority to us and this short guide will help you understand how best to get in touch with us should you require any assistance. Please remember that as of the 1 of April 2014, the new RT46 contract will be implemented with changes to processes. As a user you must have an understanding of the new requirements and processes for you to benefit from the services available to you.

3. Background Purpose RT46 As of 1 April 2014, the RT46 contract will feature process that you need to familiarize yourself with. By now you would have received a number of artifacts and Standard Bank’s Fleet Management material. This material is highlighted in the blue pack and will serve as a reminder in the event that you require assistance.

4. Contents of the blue envelope/pack RT46 The contents of the envelope sent to you include following material Fleet User Guide and a Managed Maintenance brochure Maintenance label Roadside Assistance Stickers

5. What you need to know…. RT46 Let’s first accept that there are a number of scenarios that are likely to occur during the lifecycle of RT46 contract and this short guide will help you navigate through those scenarios. Please note there is only one number you need to know in the event you experience or need to report: • A declined Card Transactions; • A need for Service and Repair Authorisations; • A need for Roadside Assistance; and • A Lost or damaged Card. 0860 106 249 & press 2

6. What you need to know as a Government Official/SAPS RT46 When calling the Call Centre for assistance you will hear this voice recording , “Welcome to Standard Bank Fleet Management. Please listen carefully and select one of the following three options”: • For declined Fleet Card transactions, press 1. • For Government Fleet enquiries, press 2. • For any other fleet management enquiries, please hold the line for a consultant. As a government fleet customer or official you only need to select option 2. Whilst option 1 and 3 seem to be obvious options to choose from, selecting them will refer you to an incorrect destination. Option 1 and 3 are provisioned for pre-existing fleet customers.

7. What you need to know as a Government Official/SAPS RT46 As a government fleet customer or official/SAPS you form part of the RT46 contract therefore when dialing into the call center please only select option 2, then all sub options to assist your specific needs will be available to you for selection. Options 2 has been specially ring-fenced for you as a Government specific Customer/SAPS. Remember options 1 or 3 are applicable to existing Customers only. Existing customers This means Customers that have been with Standard Bank Fleet Management prior to 1 April 2014 and are not part of the RT46 contract. They will dial the call center number and will press either option 1 or 3 This is you as a government Official/SAPS. You are part of the RT46 contract and you will therefore when necessary dial into our call center, 0860 106 249 Then Only Press 2 Not Option 1 or 3

8. What happens when you press 2? RT46 “For Government Fleet enquiries, press 2” - Now that you have pressed option 2, the following sub- options will be made available for you to further select the type of support you require: • For declined fleet card transactions, press 1 • For State Officials maintenance pre-authorisations, press 2 • For merchant maintenance authorisations, press 3 • For roadside assistance, press 4 • For general card enquiries, press 5 • For general merchant enquiries, press 6

9. So to simplify further RT46 First Dial 1 For declined fleet card Then Press 2 2 Maintenance pre-authorisations Select an option for your query Merchant maintenance authorisations 3 4 Roadside assistance 5 For general card enquiries For merchant enquiries 6

10. Options 1-6 explained RT46 1 This is where a fleet card transaction was declined at the fuel station and the vehicle driver must then phone and select this option to ask for the transaction to be overridden. Overriding any transaction will be done only if it was a valid transaction. Once overridden, we will call the driver and ask him/her to instruct the merchant to swipe the card again, upon which the transaction will be authorised if the exact amount that was previously declined, is entered by the merchant. For declined fleet card

11. Options 1-6 explained RT46 2 Maintenance pre-authorisations For maintenance transactions, State Officials (in most cases a Transport Officer) must phone in for a pre-authorisation and select this option where they will be given a reference number and the name and address of the merchant/dealer where the vehicle must be taken to for the service or repair.

12. Maintenance Pre-authorisation RT46 What you need to know: • The vehicle’s repair is controlled and authorised by Standard Bank Fleet Management. • Use this maintenance label as a form of identification when any service, repair or maintenance work is under taken on the vehicle. • Make sure that the label is affixed to the front cover of the Service Hand Book of the Vehicle. • Always obtain prior approval from your Fleet/Transport manager to have the vehicle serviced or repaired. • Inform dealership that the vehicle is on Standard Bank Fleet Management’s Government Managed Maintenance and authorisation is required from Standard Bank Fleet Management before any repair or service is carried out. • Do not present your fleet card for payment as the transaction will be declined Press 2

13. Options 1-6 explained RT46 3 Merchant maintenance authorisations Once a vehicle was taken to the merchant/dealer, that merchant/dealer must phone and select this option to obtain an authorisation from us before the work on the vehicle will be paid for by Standard Bank.

14. Options 1-6 explained RT46 4 If a vehicle breaks down or was in an accident and cannot be driven any further, the vehicle driver can phone and select this option where we will provide a reference number to the driver and then pass the call on to the Automobile Association (the AA). The AA will obtain further information from the driver, i.e. vehicle registration number, nature of the problem with the vehicle, and the exact location of the vehicle. The AA will then tow the vehicle to the nearest merchant or Government Garage. Roadside assistance

15. Roadside Assistance RT46 • What you need to do: • Please ensure that you affix the sticker inside your windscreen for ease of identification when assistance is to be rendered. • Call the number on the sticker in the event you have: • Breakdown of your vehicle; • A flat or damaged tyre and you need assistance; • Run out of fuel; • Flat or run-down battery and need jump starting of your vehicle; and • Keys locked in a vehicle.

16. Options 1-6 explained RT46 5 For general card enquiries This option is for any other queries by Government officials on cards. This may be queries about their vehicle fleet in general (e.g. to report lost/stolen cards, to ask for vehicles to be moved from one cost center to another, account queries, etc.).

17. Options 1-6 explained RT 46 6 For general merchant enquiries This option is for merchants with any queries other than authorisations. Merchants may for instance have payment queries, or it may be a new merchant that wants to come onto our Merchant database.

18. For any queries please call the number below RT 46 0 8 6 0 1 0 6 2 4 9 Then Press 2 Then Select an option for your query.