Volunteer Expense Reimbursement Express State Coordinator Overview September 14 15, 2011

1. Volunteer Expense Reimbursement ExpressState Coordinator OverviewSeptember 14 & 15, 2011

2. Today’s Agenda Expense Reimbursement Express Project Overview Why Expense Reimbursement Express? What Is Expense Reimbursement Express? What are the Benefits of Using Expense Reimbursement Express? How will Expense Reimbursement Express Work? How do Volunteers Use Expense Reimbursement Express? What’s Next with Expense Reimbursement Express? FAQs/Q&A 2

3. Simplify the existing process and delete/modify the errors and unnecessary requirements that now bog down the process Building on modifications in receipt and audit rules Dramatically reduce the time from Volunteer submission to payment Develop a new electronic expense form, utilizing AARP “best practices” Provide electronic submission as option and best option to avoid delays, errors and speed payment Focus on itemized expense first, maintain current CTE Flat Rate process Utilize existing resources, reports, policies, processes and programs whenever possible Develop communication, training and expense management report plans Objectives and Direction 3

4. Why Expense Reimbursement Express? 4

5. Help Yourself – By utilizing the Expense Reimbursement Express process, you will greatly reduce the time it takes to prepare and request reimbursement. You can also receive reimbursement faster and easier than ever before. Help Others – By having our most active Volunteers use this option, we will be able to focus more resources on improving service to those who don’t or can’t yet use Expense Reimbursement Express. Help DSP – We expect this program to reduce the time required of Volunteers and Staff to speed reimbursements so that Volunteers can focus more on teaching, increasing participation and adding additional courses instead of expense requests. Help Yourself. Help Others. Help DSP. 5

6. Key Findings – How Itemized Expense is Done Today Largest impact is from/for itemized expense requests. Multiple audit processes with minimal “value add”. Overly burdensome documentation requirements drive poor process visibility , drive duration with insufficient “value add” and do not significantly contribute to risk management. Many errors and problems occur at the beginning of the process, yet error identification, resolution tends to be at the end of the process. CTE flat rate forms can be reimbursed in 1-2 weeks, Itemized forms take anywhere from 4-8+ weeks. Approximately 10K Itemized expense requests per year. Itemized expense requests are more labor intensive for DSP and cause the most problems when reimbursing volunteers. 6

7. Seasonal Expense Demands Drive “Queue” Management 7

8. Most Itemized Requests are Less Than $75 in Total Expense Reimbursement Express eliminates the need to submit receipts for non-mileage purchases under $75 8

9. Electronic Form and Reduced Receipts Requirements Will Speed Processing 9

10. Analysis of DSP Expense “users” indicates targeting of itemized expense requests (the most labor intensive process) can positively impact the entire program and process Estimate that 2500+ individual DSP Volunteers are currently submitting itemized expense requests Most submitters are at a District or above position Of these volunteers, 450 - 600 individuals are submitting multiple itemized expense requests with an average of 3 -4 per quarter 2% of Itemized Expense users account for 19% of all itemized expense $s Top 20% account for 57% of all itemized expense $s They dedicate much activity to the program and could most benefit from a streamlined approach Less than 20% of expense forms submissions have multiple expense category requests Volumes and User Analysis 10

11. What is Expense Reimbursement Express? 11

12. What Is Expense Reimbursement Express? New process that integrates technology into the current reimbursement process. Creates an electronic option for reimbursing volunteers. Simplifies the current process. Eliminates or reduces errors. Allows for faster turnarounds reimbursements to Volunteers who do a lot for the program. 12

13. Volunteers Will be Able to: Prepare, electronically submit at least 70% of Itemized expenses in minutes Receive payments in less than 21 days Receive proactive, immediate notification of payment timing estimates Reduce expense errors, miscalculations and expense delays with little or no effort Largely eliminate the need for paper copies, receipts, documentation and calls for payment status Focus on driving participation and additional courses, not expense requests Staff Will be Able to: Proactively manage and control the itemized expense reimbursement process Process and approve itemized requests in minutes Dramatically reduce paper processing within DSP and with AP Dramatically reduce resources necessary to deal with escalations, complaints Have access to real time information concerning process volume and status Proactively provide and assess expense information and trends Expense Reimbursement Express Will….. 13

14. What are the Benefits of Using Expense Reimbursement Expense? 14

15. Expense Reimbursement Express Manual - new electronic itemized form is mailed in, includes new process and new audit and receipt requirements, as well as National Office staff as approver. Processed in 30 days (saves 4 weeks!) Electronic - New electronic itemized form submitted electronically, includes new process and new audit and receipt requirements, as well as National Office staff as approver. Processed in 21 days (saves 5 weeks!) New Volunteer Expense Process Review 15

16. 16

17. How Will Expense Reimbursement Express Work? 17

18. Eliminate requirement for all receipt requirements under $75 Receipts can be scanned and emailed or the form can be filled out electronically and “hard copy” receipts attached and form, receipts physically mailed to Staff Electronic submission to AP Staff and AP will utilize existing systems electronically to manage work flow, retain information and speed processing Incomplete or missing receipts, information to be returned to volunteer for resubmission, training opportunity DSP can view/report on AP progress and backlog/processing time and communicate in “real time” from the desktop Volunteers to use dedicated email Expense Express account DSPExpenses@aarp.org Send all questions and inquires after submission to dedicated email account DSPQuestions@aarp.org New Process Recommendations and Business Rules 18

19. New Itemized Expense Audit Requirements Receipts required for volunteer non-mileage expenses over $75 Volunteers are able to submit non-zero balance hotel invoices. Do not need proof on how an expense was paid. Example: The current process required volunteers to provide a credit card statement or other confirmation beyond the purchase receipt. 19

20. Itemized expense requests to utilize electronic form and “Reimbursement Expense Express” process as preferred but not required option Manual forms (SAES) and Itemized CTE can utilize new receipt, documentation, business rules but does not qualify for “Reimbursement Expense Express” process Electronic Form to eliminate input, calculation, address, object code and sub ledger errors that lead to delays Includes “pop up” instructions, detailed instruction form Portal to be utilized to verify/correct address Expense forms and scanned receipts to be emailed directly to Staff … or mailed after being electronically completed Electronic signature of volunteer is required Staff is expense approver, with individual Staff approving by Level of Authority Form design reduces individual review requirements New Process Recommendations and Business Rules 20

21. Utilize existing and new reporting by volunteer and state to identify “outliers”, risk mitigation and communicate results Such as top users, expense $s and other requested information Metrics to be developed, communicated on QA findings, errors and “recycles” (returned expense forms) and cycle time Monthly reporting to include key drivers and usage by State such as: Top 50/100 $ Expense Vols by state by Month, YTD Top 50/100 Volume Expense Form Vols by state by Month, YTD “Variance” analysis by state Other as requested Communication and training to be delivered electronically, posted on Volunteer net with key messaging emphasis Speed to reimbursement, preferred alternative, Portal utilization, “did you use…..”, will assist processing of slower “manual” submissions User requirements enforced including email, excel/other approved software, Portal account Estimate 80%+ have email with 85%+ have broadband with compatible level of software New Process Recommendations and Business Rules 21

22. How do Volunteers use Expense Reimbursement Express? 22

23. 23 Expense Reimbursement Express Form

24. Express Electronic Submission - attach your expense form as an attachment to your email. If you’re required to submit receipts they must be scanned in as an attachment and included in the email as well. In the subject line of your email, please include: Full Name, Volunteer ID Number, State (i.e. Joe Jones, 503111111, Maryland) Send the email with any required attachments to: DSPExpenses@aarp.org You will automatically receive confirmation that we have received your email and provide you with current information and processing times. Express Manual Submission - If you cannot scan and attach receipts, you may submit by mail. However, you must still complete the form electronically (i.e. no handwritten entries), print a hard copy and attach receipts. Mail to: AARP Driver Safety Program P.O. Box 93114 Long Beach, CA 90809-3114 Post Submission Communications to the National Office - If you need to contact us after you’ve submitted your Expense Reimbursement Express Form, email us at: DSPQuestions@aarp.org How to Submit your Expense Reimbursement Form 24

32. 32 What’s Next with Expense Reimbursement Express? 

33. Audience and Messaging 33

34. “Announcement” email – 9/6 Webinar training dates Influencers (State Coordinators) 9/14 at 12 PM 9/15 at 2:30 PM Primary High Users 9/16 at 2:30 PM 9/19 at 1 PM Primary Users 9/26 at 2:30 PM 9/28 at 2 PM “Make Up” 10/12 at 2 PM 10/14 at 12 PM Communication Plan and Next Steps 34

35. Updates in Leadership Link (September-December) Updates in the Pilot Communicator (September-December) Updates in DSP News (Q4 2011 issue) Trainer/Chief Trainer Updates (Email October) Volunteer , Staff Reporting and Analysis via Email Updates to RC, SC Initial analysis and reporting - 10/15 Monthly analysis and reporting – 11/15 Afterwards, combined with placement, announcement of monthly expense reports Communication Plan and Next Steps 35

36. Questions/FAQS about Expense Reimbursement Express Next Steps 36