Citibank Travel Card Best Practices. GSA Federal Supply Service

Transcription

1 Citibank Travel Card Best Practices GSA Federal Supply Service

2 Citibank Travel Card Best Practices Citibank Commercial Cards, Government Services Shannon Spann, Pam Enlow, Scott Arndt, August 30, 2005 The Seventh Annual GSA SmartPay Conference Copyright 2005 Citigroup Inc. All rights reserved. CITIBANK, CITIDIRECT and CITIGROUP and the Umbrella Device are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.

3 Goal and Objectives To provide an opportunity to learn how your peers have made their travel card programs more successful 3

4 Agenda Delinquency Management Internal Controls and Oversight Integration with Travel Management Systems Program Management and Reporting Discussion and Questions 4

5 Introductions Pam Enlow Travel Card Program Manager Department of Treasury 1,000 cards with $1.2 million in annual spend Eight IB hierarchies with seven A/OPCs (primary and alternate) Two CB accounts with $75,000 in annual spend Six CB hierarchies with thirteen A/OPCs (primary and alternate) Scott Arndt Travel Card Program Manager United States Coast Guard 40,000 IB cards with $75 million in annual spend 117 IB hierarchies with 215 OPCs (primary and alternate) 159 CB accounts with $25 million in annual spend 159 CB hierarchies with 261 OPCs (primary and alternate) 5

6 Delinquency Management How we approached the challenge Monitor reports and immediately address problems Educate staff on importance of prompt payment Know your cardholder demographics Senior management support Split disbursement of expense voucher proceeds 6

7 Delinquency Management (continued) Results to date Reduced delinquency rate Lower instances of card misuse Clear understanding of the travel program by cardholders and program management office Increased prompt payments 7

8 Delinquency Management (continued) Lessons learned Requires coordination and buy-in from multiple parties Set appropriate expectations backed by policy and consistent enforcement Monitoring of delinquency must be consistent Persistent execution of a policy leads to success Visibility and communication of policies are key for cardholder compliance 8

9 Internal Controls and Oversight Challenge 1: Acceptance of internal policy and procedure How we approached the challenge Organizational directives reiterating policies and procedures Consistent and timely communications Changes to the application process Review of accounts annually Creation of Q&As and documentation on Intranet site Results to date Lower rates of delinquency and misuse Eliminated unauthorized cardholders Lessons learned Clear and concise policy and procedures to ensure Understand and listen to your cardholders and clarify documentation where necessary 9

10 Internal Controls and Oversight (continued) Challenge 2: Cardholder misuse How we approached the challenge Block non-travel related merchant category codes Provide appropriate cycle spending limits and cash advance limits Involvement of human resources or labor relations Diligently review reports using the Citibank Custom Reporting System Results to date Lower occurrence of misuse Minimize possibility of bad publicity Lessons learned Need to consistently search for misuse Reduce temptation of using card inappropriately by managing limits and MCC blocking 10

11 Integration with Travel Management Systems How we approached the challenge Initial focus on end-to-end requirements and impact analysis Consider the options available within the e-travel product Results to-date Increased use of travel card and Travel Management Center for reservations Timely payments with split disbursement Roll-out phase continues Lessons learned Can not roll-out all options within e-travel product at once Planning a phased implementation and roll-out helps with success 11

12 Program Management and Reporting How we approached the challenge Use of the Citibank Custom Reporting System Use Citibank Custom Reporting System reports to reconcile more quickly Results to date Better managed program Reporting tailored to meet specific agency needs Identify improper card use and unusual spending patterns Faster turnaround for reconciliation of centrally-billed accounts Lessons learned Flexibility of custom reports assists with program management Developing custom reports may meet your needs beyond the standard reports Citibank Custom Reporting System training is needed for the robust system 12

13 Summary Citigroup travel card best practices How we approached the challenge Monitor key challenges on a consistent basis Utilize organizational directives and clear communications Manage transaction restrictions Create reports to assist with program management Results to date Lower delinquency Higher rebates Better managed programs Lessons learned Must have executive support and staff buy in Coordinated effort with a communicated plan Cardholders must be well informed Strong reporting and consistent execution of policy 13

14 Summary (continued) Citigroup travel card best practices Our goal To provide an opportunity to learn how your peers have made their travel card programs more successful Participant take-away Ideas and approaches that you can implement at your agency 14

15 Citibank Travel Card Best Practices Questions? 15

16 Reminders Thank you for attending this session! Visit the Citigroup Welcome Center Hynes Ballroom 306, on the third floor National Industries for the Blind will have a display of products Visit the Citigroup Technical Demonstration Center Hynes Ballroom 305, on the third floor Citibank hands-on training sessions Hynes Ballroom B, on the third floor Please take a moment to complete your GSA survey for this session Citigroup s party is tonight! Grand ballroom at the Marriott at 7:00 p.m. 16

17 Copyright 2005 Citigroup Inc. All rights reserved. CITIBANK, CITIDIRECT and CITIGROUP and the Umbrella Device are trademarks and service marks of Citigroup Inc. or its affiliates and are used and registered throughout the world.