GSA Expo 2010

DoD Travel Programs

Customer Assistance Tools and Services

Mr. Joe Ward and Ms. Margaret HebertGSA ExpoMay 2010

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)Department of Defense

DoD Travel Programs - Customer Assistance Tools and ServicesMr. Joe Ward and Ms. Margaret Hebert

GSA Expo

June 2010

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)3

Agenda

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

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Customer Support Services

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Communication Efforts

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Travel Assistance Center

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

TAC Operations

• Analysts are trained to ensure most current and complete travel information is provided

– General Team

– Finance Team

– CTO Team

– Technical Team

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

TAC Teams

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Resources

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Resources

• Providing a comprehensive set of resources for Services and Agencies to conduct Defense Travel training

– E-learning– Instructor tools– Reference materials

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Resources: E-Learning

• Web-based training–Anytime, anywhere modules–Explore and learn opportunities–Assessment and certificate at end

of 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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Resources: Reference Materials

• Manuals

• Quick Guides

• Information Papers

• Knowledge Center with Frequently

Asked Questions

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)18

Travel Explorer

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

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

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Accessing TraX

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)21

Registration

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)22

Registration (continued)

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)23

TraX Home

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Creating and Browsing Tickets

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Creating a Ticket

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Knowledge Center - Search

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Search Results

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Knowledge Center - Browse

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Browse Results

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Center - Recommended

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Center – Register

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Center - Scheduled Courses

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Training Center - Completed Courses

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Trip Tools - Air

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)35

Trip Tools - Maps

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Trip Tools - Calculator

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Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)37

Trip Tools – Location Report

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)38

Travel Links

Defense Travel Management Office

Office of the Under Secretary of Defense (Personnel and Readiness)

Visit

www.defensetravel.dod.mil

for more information

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