DFAS Columbus Customer Care Center Defense Finance and Accounting Service
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1 DFAS Columbus Customer Care Center Defense Finance and Accounting Service Small Business Symposium Melissa Crawford May 16, 2017 Integrity - Service - Innovation
2 Agenda Mission Statement Organizational Structure Columbus Care Center Phone Tree Site Contact Info Order of Escalation Customer Care Org Structure Resolving Inquiries AskDFAS Open Houses Site Visits Informational Pages 2
3 Mission Statement To respond to customer inquiries and requests courteously and professionally, while providing a customer experience that offers consistent and accurate information in a timely manner. 3
4 DFAS Columbus Customer Care Center Small Business Queue Columbus Care Center MOCAS OPTION 1 Codes HQ0337 HQ0338 HQ0339 Defense Agencies OPTION 2 Codes SL4701 HQ0131 HQ0104 HQ0252 HQ0492 HQ0690 HQ0748 HQ0751 HQ0790 ARMY OPTION 3 Codes HQ0303 HQ0304 Air Force OPTION 4 Codes F03000 F67100 F87700 F78900 Marine Corps OPTION 5 Codes M67443 WAWF Technical Assistance OPTION 6 Outreach OPTION 7 General Queue General Queue General Queue General Queue General Queue Small Business Contract OPTION 1 Small Business Contract OPTION 1 Small Business Contract OPTION 1 DFAS-CO Hours of Operation: Daily 7:30 a.m. 4:30 p.m. (EST) 4
5 Other DFAS Sites Customer Care DFAS-Indianapolis: Hours of Operation: Daily 7:30 a.m. 4:30 p.m. (CST) Travel: PCS & TDY (Option 1) Vendor Pay (Option 2) 5
6 Other DFAS Sites Customer Care DFAS-Cleveland: Hours of Operation: Daily 8:00 a.m.- 5:00 p.m. (EST) Vendor Pay (Pay DoDAACs starting with N ) Option 1 Pay Status Option 2 Verify Payment Received Option 3 WAWF Invoice Status Military/Retired & Annuitant Pay 6
7 Other DFAS Sites Customer Care DFAS-Rome: Hours of Operation: Daily 7:30 a.m. 5:00 p.m. (Travel Pay) or 8:00 5:00 p.m. (Vendor Pay & mypay) Vendor Pay Travel Pay mypay , option 5 7
8 Customer Care Center First POC: Customer Service Representative (CSR) Receive & provide status for customer inquiries (Calls, , Fax) Research & resolve payment related issues myinvoice & WAWF/iRAPT assistance Participate in customer visits/conferences Order of Escalation Allow 5 Days CSR Allow 3 Days Team Lead Allow 2 Days Team Supervisor Allow 2 Days Branch Chief **If Urgent: Please Elevate Sooner** Allow 2 Days Deputy Director Director 8
9 DFAS-CO Customer Care Organizational Structure Melissa Crawford, Director Customer Care Center Quality Assurance Branch Michelle Cunningham Deputy Director Devona Mathis Branch Chief MOCAS Section A Laura Keinath MOCAS Section B Carol Wilson Marine Corps / WAWF / Defense Agencies Richard Sprout Air Force and Army Keith May MOCAS Section A-Lead Bobbi Medina MOCAS Section B-Lead Michelle Wilson Marine Corps /WAWF Lead Diana Harper Defense Agencies Lead Richard Peck Air Force and Army Lead Kathy Sexton 9
10 Resolving Inquiries Know your DFAS payment office Found on the face page of your contract, on the right hand side, in the block entitled Payment will be made by Check myinvoice: Contact your Customer Care team , choose the option for the appropriate payment office Provide payment inquiry information, including the contract number 10
11 AskDFAS AskDFAS Currently active for all Pay Office DoDAACs To access: Weblink DFAS/custMain.action?mid= 5300 Via DFAS website AskDFAS icon Select: Columbus Customer Care Center 11
12 Open Houses PURPOSE Provide private sector contractors/vendors an opportunity to obtain knowledge of our day-to-day operations and obtain information of our ongoing customer service initiatives. Presentation Topics: Accounts Payable Acquisition Accounts Payable Defense Agencies & Marine Corps Account Receivable (Contract & Vendor Pay) Contract Pay (MOCAS): Entitlement, Contract Input & Reconciliation DFAS Columbus Customer Care Center & AskDFAS website Electronic Remittance myinvoice WAWF Workshop 12
13 Site Visits Required Information Written request 10 working days advance notice 45 days for foreign nationals Names of personnel visiting Purpose of visit 2-4 alternative visit dates Special needs information Submitting Requests Click: Contractors & Vendors tab Click: Events Click: Site Visits AskDFAS Direct Submission View FAQs under the Site Visit Request Category Click: Submit a Ticket Call , Option 7 13
14 Informational Pages Pages 16-21: Information about the DFAS-CO Customer Care Center Page 22: Important Web Sites 14
15 Contract Pay (MOCAS) North, South, West DoDAAC HQ0337 (North) North Invoice Fax HQ0338 (South) South Invoice Fax HQ0339 (West) West Invoice Fax /10/2017 Integrity - Service - Innovation 15
16 DA/CAPS-W/FABS/FUELS/Marine Corps DoDAAC HQ0104; HQ0492; SL4701 Invoice Fax HQ0131 CAPS Invoice Fax M67443 Invoice Fax /10/2017 Integrity - Service - Innovation 16
17 Air Force & Army Acquisition DoDAAC HQ0304 St. Louis Invoice Fax HQ0303 Rock Island Invoice Fax F03000 DY Invoice Fax F67100 LI Invoice Fax F78900 USAFE Fax F87700 DEAMS Fax /10/2017 Integrity - Service - Innovation 17
18 Important Websites System for Award Management (SAM formerly CCR) Abbreviations and Acronyms Interactive Customer Evaluation (ICE) Survey (Accounts Payable Customer Support Office) DFAS Customer Service Numbers DCMA 18
19 Questions? 5/10/2017
DFAS Columbus Customer Care Center Defense Finance and Accounting Service
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Small Business Symposium Customer Care Center Defense Finance and Accounting Service
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