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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

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GSA Expo 2010

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  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

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