What’s New for SmartPay2 Transitions - Navy

Stephen Babine

Citi® Commercial cards, Government Services

GSA SmartPay Conference

Denver, Colorado

July 22nd - July 24th, 2008

The Tenth Annual GSA SmartPay® ConferenceTowards New Horizons!

Goals and Objectives

Help you understand the big picture

Identify actions you and your personnel should be taking

Provide best practices for performing these actions

Agenda

1. Citi’s commitment to a successful transition

2. Transition procedures

3. Your role

Citi’s Commitment to Department of Navy

Dedicated implementation team

Committed senior management

Mutual agreement on milestones and project success factors

Ongoing communication– Project team meetings– Checkpoint calls– Monthly onsite review

Citi’s Commitment to Department of Navy (Continued)

Ongoing communication (Continued)– Will use EAS Message Board to post notices for CHs, AOs & APCs– Will Use Customer Service, CAS, and Fraud Early Warning Dept. to

contact personnel Individually, as needed– Citi® will work with DON CCPMD to post messages on the Transition

Section of their website

Implementation Phases

Key Project Phases Criteria

Kickoff a) Internal

b) Navy

Review of the committed solution with internal team, agree on project governance model. Project review with the broader Citi and Navy team and confirm the overall project scope. Review and adjust project scope based on feedback gathered from the initial kick off call.

Documentation / Requirements Create “Statement Of Work” and share with the external project team for acceptance. Collection of product/service specific documents for the committed solution.

Account Opening Collect and prepare account opening documents for review with Navy and submit instructions.

Setup / Development Execute the solution within appropriate Citi front, middle and back end systems

Validation / Testing Execute test plan with mutually agreed test cases and share test results with Navy for signoff.

Training Schedule and conduct training for use of the applicable Citi platforms.

Production / Go-Live Schedule and implement appropriate operation, technology and customer service turnovers.

Post-Production Monitoring Post implementation monitoring period to oversee activities until transition to Customer Service.

Dedicated Team

The Implementation Project Manager is the primary point of contact, leading the transition and program implementation

Navy Program Manager, Steve Babine as well as Lead Navy CAS, Dina Haynes, will be working closely with the PM and the DON CCPMD

Our senior management team will play a key role in ensuring Navy’s transition progresses in a timely manner

Navy has a dedicated team of implementation professionals to ensure their transition is managed in a non-disruptive, timely manner

Project Management Communications and Reporting Tools

Material Criteria

Project Schedule Microsoft Project format. The overall project plan will be agreed to by both parties and the dates will be updated on a weekly basis.

Status Update Microsoft Excel format. This update will give a snapshot of the overall project. Highlights include milestone dates, project health, issues and most critical action

items requiring attention.

Issues/Action Log Microsoft Excel format. This will be shared with Department of Navy on a weekly basis. Shows all outstanding action items and issues, along with comments.

Department of Navy - Status Update

Department of Navy – Issues and Risks

Your Role as APC

Ensure information for personnel under your purview is current

Determine where you want cards shipped (AO/APC)

Ensure all billing accounts are reconciled

Ensure all inactive accounts are closed

Monitor status of card deployment

Communicate all transition related milestones downstream

Ensure Data for Personnel Under Your Purview is Current

Verify individuals, their role, and contact information is accurate using the ‘Manage Contacts’ feature of CCMS

Validate the Level 6 (AO) structure for your Activity

Verify individual contact information for each Level 6 (AO) is accurate using the Manage Contacts and the Modify Account features

Verify contact information for your cardholders is correct, using the Modify Accounts feature

How Do You Update Information

Primary Means: Via Citi® EAS– Use of the Manage Contacts section to update AO & APC Data– Use of Card Management to update CH information

DON CCPMD posted detailed reference material on their web sitehttps://www.navsup.navy.mil/ccpmd/purchase_card/smartpay2

Secondary Means: Via Fax (reference specific number on form) – Use of Program Forms located on DON CCPMD web site

Additional Means: Via Call to Customer Service/CAS– 800 790 7206, option 0 (CS), option 4 (CAS)

Card Shipping

Regardless of final process worked out with DON CCPMD, here are some safe assumptions:– Cards will be shipped well in advance of SP2 start date– Cards will be inactive and will require activation by CH– Even upon CH activation (if ahead of SP2 start date), cards will not

work until Citi® ‘flips the switch’– To ensure express mailing and card tracking, use physical addresses

for AOs and CHs

80%

Total Cards Activated: Percent CompleteTotal Cards Sent: Percent Complete

Total Cards Sent Total Cards Activated Total Cards Returned

100

15,000

12,000

7,200

48%

Card Deployment Dashboard

15,000

Billing (AO Account) Reconciliation

Need to Resolve Any Credit Balances– Best Way to Identify is to review the AO Statement

If the statement ending balance is less than the total statementcharges, minus total credits, the account has a credit balance

Total $ charges on statement = $200.00Total $ credits on statement = $50.00Ending Balance on statement = $100.00 Account has a credit balance of $(50.00)

– APC: Contact CAS to Have the amount validated and to have a refund check Issued

Billing (AO Account) Reconciliation (Continued)

Need to resolve any delinquencies– AO: Reference their monthly invoices

Total $ charges on statement = $200.00Total $ credits on statement =$50.00Ending Balance on statement = $200.00 Account has a delinquency of $50.00

– Use CAS to confirm/ validate findings– AO/APC: Once identified, the resolution (manual certification vs.

electronic) will be based on the situation and should be in accordance with DON CCPMD policy

Billing (AO Account) Reconciliation (Continued)

Reinforce with approving officials that a quick review of their statement upon receipt will serve to quickly catch and prevent lingering out of balance conditions

Please refer to detailed procedures housed on the DON CCPMD web site

Why is Reconciliation so Important:– The General Services Administration (GSA) SP Master Contract

requires all account balances to be reconciled to 0 and all transaction disputes settled no later than 180 calendar days after the end of SP (29 November 2008)

Close Inactive Accounts

Use CCRS (Inactive Accounts Report) to identify those without activity – DON CCPMD defines inactivity as less than 3 charges within the prior

180 days– Use CCMS (CitiDirect®) to Close These CH Accounts– Submit a Program Form or Call CAS to Close an AO Account – Ensure CHs are properly disposing of cards & checks

In accordance with NAVSUPINST 4200.99

Important To Know and Share DownstreamUpon Start of the SP2 Task Order Period, Citi® will facilitate the closure of any open SP CH accountsCiti® will be placing an identifier on CH account profiles to differentiate between those that are SP specific & SP2 specific – Identifier will be a queriable attribute within CCRSCHs must be vigilant to stay on top of any items they place in dispute– Have 60 days from the statement date the charge appeared on to place

into dispute– Need to expect request for follow-up information and possible need for

signatureVery important we have up to date CH address to ensure they receive any follow-up requests

Cards for SP2 will look different than those issued under SP– This should aide CHs in ensuring they destroy the correct cardRecurring Transactions (annual subscriptions, membership fees)– CHs need to identify these and ensure merchant is provided the new

account numberExisting CH profiles (MCCG, Cycle Limit, SPL) under SP will be reflected under the SP2 card

Important To Know and Share Downstream

EAS Related– CHs WILL RECEIVE new user IDs

ID is based upon a portion of the account number– AOs WILL RECEIVE new user IDs

Assumes that existing AO accounts are retainedAssumes no changes to existing hierarchy structure

– APCs WILL RECEIVE new user IDs

Summary

Citi® is fully engaged and focused on a smooth & orderly transition

If Data needs to be updated, use our EAS and the other resources at your disposal

Reconciling of AO accounts is a CRITICAL task that AOs MUST do every cycle

Advise CHs & AOs to retain account records data for SP Accounts IAW NAVSUPINST 4200.99

Communication is vital, be sure to pass it on

26 go to View, Header and Footer to set date

Reminders

Visit the Citi® Welcome Center– Exhibit area entrance, Sheraton Denver– Conference slide show – come see yourself shine

Visit the Citi® One-on-One Mini-Sessions– Governor’s Square Room 11

Please take a moment to complete your GSA survey for this session

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