What s New for SmartPay2 Transitions - Navy

Transcription

1 GSA SmartPay Conference What s New for SmartPay2 Transitions - Navy Stephen Babine Citi Commercial cards, Government Services

2 The Tenth Annual GSA SmartPay Conference Towards New Horizons! Denver, Colorado July 22 nd - July 24 th, 2008

3 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

4 Agenda 1. Citi s commitment to a successful transition 2. Transition procedures 3. Your role

5 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

6 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

7 Implementation Phases Key Project Phases Kickoff a) Internal b) Navy Criteria 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 Account Opening Setup / Development Validation / Testing Training Create Statement Of Work and share with the external project team for acceptance. Collection of product/service specific documents for the committed solution. Collect and prepare account opening documents for review with Navy and submit instructions. Execute the solution within appropriate Citi front, middle and back end systems Execute test plan with mutually agreed test cases and share test results with Navy for signoff. Schedule and conduct training for use of the applicable Citi platforms. Production / Go-Live Post-Production Monitoring Schedule and implement appropriate operation, technology and customer service turnovers. Post implementation monitoring period to oversee activities until transition to Customer Service.

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

9 Project Management Communications and Reporting Tools Material Project Schedule Status Update Issues/Action Log Criteria Microsoft Project format. The overall project plan will be agreed to by both parties and the dates will be updated on a weekly basis. 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. 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.

10 Department of Navy - Status Update

11 Department of Navy Issues and Risks

12 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

13 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

14 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 site 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 , option 0 (CS), option 4 (CAS)

15

16 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

17 Total Cards Sent Total Cards Activated Total Cards Returned 15,000 15,000 Card Deployment Dashboard 12,000 7, Total Cards Sent: Percent Complete Total Cards Activated: Percent Complete 48% 80%

18 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 statement charges, minus total credits, the account has a credit balance Total $ charges on statement = $ Total $ credits on statement = $50.00 Ending Balance on statement = $ Account has a credit balance of $(50.00) APC: Contact CAS to Have the amount validated and to have a refund check Issued

19 Billing (AO Account) Reconciliation (Continued) Need to resolve any delinquencies AO: Reference their monthly invoices Total $ charges on statement = $ Total $ credits on statement =$50.00 Ending Balance on statement = $ 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

20 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)

21 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

22

23 Important To Know and Share Downstream Upon Start of the SP2 Task Order Period, Citi will facilitate the closure of any open SP CH accounts Citi 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 CCRS CHs 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 signature Very 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 card Recurring Transactions (annual subscriptions, membership fees) CHs need to identify these and ensure merchant is provided the new account number Existing CH profiles (MCCG, Cycle Limit, SPL) under SP will be reflected under the SP2 card

24 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 retained Assumes no changes to existing hierarchy structure APCs WILL RECEIVE new user IDs

25 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 Communication is vital, be sure to pass it on

26 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 26 go to View, Header and Footer to set date

27 IRS Circular 230 Disclosure: Citigroup Inc. and its affiliates do not provide tax or legal advice. Any discussion of tax matters in these materials (i) is not intended or written to be used, and cannot be used or relied upon, by you for the purpose of avoiding any tax penalties and (ii) may have been written in connection with the "promotion or marketing" of any transaction contemplated hereby ("Transaction"). Accordingly, you should seek advice based on your particular circumstances from an independent tax advisor. Any terms set forth herein are intended for discussion purposes only and are subject to the final terms as set forth in separate definitive written agreements. This presentation is not a commitment to lend, syndicate a financing, underwrite or purchase securities, or commit capital nor does it obligate us to enter into such a commitment, nor are we acting as a fiduciary to you. By accepting this presentation, subject to applicable law or regulation, you agree to keep confidential the existence of and proposed terms for any Transaction. Prior to entering into any Transaction, you should determine, without reliance upon us or our affiliates, the economic risks and merits (and independentlydetermine that you are able to assume these risks) as well as the legal, tax and accounting characterizations and consequences of any such Transaction. In this regard, by accepting this presentation, you acknowledge that (a) we are not in the business of providing (and you are not relying on us for) legal, tax or accounting advice, (b) there may be legal, tax or accounting risks associated with any Transaction, (c) you should receive (and rely on) separate and qualified legal, tax and accounting advice and (d) you should apprise senior management in your organization as to such legal, tax and accounting advice (and any risks associated with any Transaction) and our disclaimer as to these matters. By acceptance of these materials, you and we hereby agree that from the commencement of discussions with respect to any Transaction, and notwithstanding any other provision in this presentation, we hereby confirm that no participant in any Transaction shall be limited from disclosing the U.S. tax treatment or U.S. tax structure of such Transaction. We are required to obtain, verify and record certain information that identifies each entity that enters into a formal business relationship with us. We will ask for your complete name, street address, and taxpayer ID number. We may also request corporate formation documents, or other forms of identification, to verify information provided. Any prices or levels contained herein are preliminary and indicative only and do not represent bids or offers. These indications are provided solely for your information and consideration, are subject to change at any time without notice and are not intended as a solicitation with respect to the purchase or sale of any instrument. The information contained in this presentation may include results of analyses from a quantitative model which represent potential future events that may or may not be realized, and is not a complete analysis of every material fact representing any product. Any estimates included herein constitute our judgment as of the date hereof and are subject to change without any notice. We and/or our affiliates may make a market in these instruments for our customers and for our own account. Accordingly,we may have a position in any such instrument at any time. Although this material may contain publicly available information about Citi corporate bond research, fixed income strategy or economic and market analysis, Citi policy (i) prohibits employees from offering, directly or indirectly, a favorable or negative research opinion or offering to change an opinion as consideration or inducement for the receipt of business or for compensation; and (ii) prohibits analysts from being compensated for specific recommendations or views contained in research reports. So as to reduce the potential for conflicts of interest, as well as to reduce any appearance of conflicts of interest, Citi has enacted policies and procedures designed to limit communications between its investment banking and research personnel to specifically prescribed circumstances Citibank, N.A. All rights reserved. Citi and Arc Design, Citibank and CitiDirect are trademarks and service marks of Citigroup Inc. or its affiliates, used and registered throughout the world.

28