The question that should always be asked, “How can the communication of those rules and regulations to the traveler while ensuring him/her that the travel staff is here to assist?” All levels in the process are here to make the travelers travel experience one that will be pleasing and enjoyable.  Being professional in our communication with the traveler helps improve communication. Think before you speak, make eye contact and use your body to get your point across. Actively listen, listen to what your customer is saying.

• L, let others speak.
• I, intend to “hear” what they are saying.
• S, speak when it is your turn.
• T, talk with them, not at them.
• E, enthusiastically respond when appropriate.
• N, never speak when someone else is talking.

If you are only thinking of your answer or which rule you are going to reply with, you might miss something important. If you don’t understand what the other person is saying, ask questions. Repeat what you heard, ask for clarification. Do not make assumptions.

By: G. W. McCurtis

Travel agents working on government travel accounts receive customized training on policies and procedures for official travel.  They also have experience with the GDS system and have access to the Federal Travel Regulations.

The most common way of booking reservations through an ETS system is by creating an authorization, selecting reservations, adding expenses, and then electronically signing the document.  Once the document is signed, it is automatically transferred to the TMC/CTO.  These electronic files are called “queues” and transfer information from the ETS to the TMC/CTO and vice-versa.  These queues contain the Passenger Name Record (PNR) along with other information needed for booking.  Once the reservations are booked and the travel authorization is approved, the TMC/CTO tickets the reservations 2-3 days before departure.  Once the reservations are ticketed, the TMC/CTO charges a nominal transaction fee.  This process is referred to as a “self-service” transaction.  Another method of booking reservations is referred to as “non self-service”.  A non self-service transaction is when the traveler requires the assistance of a travel agent.  This type of reservation is usually complex and most of the time involves foreign travel.  A non self-service fee is usually more that a self-service fee because it requires manual intervention.

By: Chanda Garrett

The contents of this message are mine personally and do not reflect any position of the Government or my agency.  Use of this equipment is consistent with the agency’s policy governing limited personal use.

The Government Travel Professional’s responsibility is to clearly communicate with the agency and its peers of any new updates, transitions, policies, and procedures.  Special attention is placed when a new system is implemented.  In addition, the Government Travel Professional keeps daily communication through phone or e-mail with TMC/CTO.  Communication is transferred in various means in which keeps the government organized while keeping their employees informed.

The government ensures all stakeholders are informed of a new system/s. They cover all aspects when a new system will be taking place this is accomplished through the successful communication factors they’ve instituted.  In addition, all stake holders are informed in different communication methods.  E-mails, meetings, and newsletters, are some of the few communication factors composing the communication plan.

Traditional communication throughout the travel authorization to payment process is a standard in the government agency.   Communication occurs through phone or e-mail, this is also a standard communication of the set up payment communication progress.

Many challenges are faced with ETS, the traveler undergoes the process of authorization payment and it can at times be inconvenient as in the middle of the progress things can run less smoothly from all ends.

The government has established a concrete communications program. In which the agencies, organizations, and those under the umbrella of the Government Travel Professional receive.   The communication methods the government uses to annunciate its latest news, programs, systems, etc;  demonstrates its concern for the employees to obtain the most effective communication.

by Ana Ferrara

It is our policy that all travelers use an available CTO for all official transportation requirements.    While online ticketing may initially appear to be less expensive and a way to save taxpayer dollars, these fares are usually not refundable, and the travelers may be charged substantial fees to make changes should the traveler’s mission needs change.   DLA recently reported that they have gleaned monetary savings through use of DTS.   If a traveler needs to change a City Pairs airfare, they typically do not have to pay for an entire new ticket fare.  The standard CTO fee would be charged each time a change is made, but in most cases, the traveler does not incur other ticketing costs.  In contrast, travelers going through a commercial vendor could pay a change fee of $100 to $150, plus the price of a new ticket.   The traveler themselves might be responsible for these charges, should the Approving Official decide not to reimburse transportation purchases that do not follow agency regulations.

In conclusion, using these online sites would not support policy or, in most cases, save taxpayer money.  Due to contracts that have been negotiated for travel services, CTO tickets are at the most economical route, consistent with travel regulations and government policies that satisfy mission requirements.

Reference: DLA gleans monetary savings through use of Defense Travel System (9/28/2011 by Jonathan Stack)

K. Barnoski, 2012.    Disclaimer: The contents of this message are mine personally and do not reflect any position of the Government or my agency.

Most of the Central Travel Office (CTO)’s have provided good customer service, the challenge has been getting the same standard for all CTO’s. Some of the anomalies that existed were the variances across a broad spectrum.  Problem area of customer service included: the number of times the phone would ring before it was answered; how long a caller would be on hold; how long after a agent said they would call back until the traveler actually received the call back, and how many agents per number of travelers, or volume of business that had to be attached to each CTO.

The General Services Administration 599-2, Travel Agent Services/Travel Management Center Services Statement of Work does not specifically address customer service issues.  Consequently, the service member who experiences poor customer service is the one that suffers.

This year the Defense Travel Management Office (DTMO) has selected eight vendors for World Wide CTO contracts, and seven task orders have been issued to date. The task orders do address customer service concerns.

By: G. W. McCurtis

My first experience booking travel on Amtrak for a traveler was appalling.  Amtrak schedules are shown within the reservations module of the Defense Travel System (DTS). The traveler attempted to select the desired train reservations. To our dismay the travel was not able to select any reservation. I had them go on the Amtrak website and pick out some reason.  I later discovered that you must also make a comment in the rail reservation screen of the reservation module to inform the Commercial Travel Office (CTO) of the Amtrak reservation.  If you apply this function, the traveler is subject to an additional fee depending on your CTO contract.  We checked virtually there three days prior to travel and no e-ticket.  I thought may be the CTO office was busy. It probably was my fault since I waited until the day before travel to call to inquire with the CTO. I was informed Amtrak reservations are not issued electronically.  In fact, Amtrak is still utilizing paper tickets.  Since Amtrak only issues paper tickets, the traveler is responsible for making arrangements with the CTO for delivery of tickets. By this time, it was too late to have the federal expressed or pick them up at the CTO office.  The traveler opted to just go to Amtrak and purchase the ticket using their individually billed account.  In the end this was the best solution to the problem. We amended the authorization to show the rail tickets were personally procured.

My second experience happened a few months thereafter. The traveler had asked me about using the rail. I informed the traveler of the last incident and if he was going to use the rail to let me know.  Of course, he came to me at the last minute telling me about his TDY trip. At this point, I’m thinking of my first experience and hoping nothing will go wrong. After jumping through many hoops, I was pleased to say that this turned out to be successful. I was able to communicate with the CTO to have the tickets federally expressed to the traveler. I was kind of nervous since the traveler was not in the local area. I followed up to ensure the traveler had received his paper tickets and no changes were required.

Most recently, I had a refresher course in as the DTS Administrator, we never once discussed about the Amtrak.  My office was using the DTS two years before a traveler asked me about taking the Amtrak. I was told you could just make reservations through DTS and there should not be a problem. Since this time, try to educate my new travelers on Amtrak by presenting quarterly briefing on travel policy. One of the things I incorporated was travelers must inform me 10 business days prior to travel if using the Amtrak. This has worked out terrific for me. It gives me ample of time to actually make the arrangements through the CTO. My goal is to have the tickets delivered in at timely fashion. I understand the train saves the government money, but sometimes it’s just easier to catch the plane.

In my opinion, the Defense Travel Management Office should educate the travel managers more.  This means beefing up the training courses for travel managers and re-writing their material. The process of book Amtrak reservation should not be complex, but in fact simple.  I’m sure that I’m not the only one who has a story like this. There are probably other travel managers who will experience the same scenario. I was kind of surprised to find out Amtrak can still issue paper tickets. They do not have to follow International Air Transportation Association rules. With all the technology in the world, you would think someone would find a way to get rid of Amtrak paper tickets.

By: Stacey Clark

Today Car rentals are all run by Corporations and private enterprises (they used to be owned by Auto manufactures). This $16 billion industry offers its services to the Government through formal agreements. The Car Rental Program for the government is now a day’s run by the Defense Travel Management Office (DTMO). The government business is valued at $300 million with over 2.25 million cars at 5000 locations. The car rental agreement between the (DTMO) and the car rental companies offers a very competitive service to the government using various car sizes and benefits like: free CDW, Unlimited Mileage, Reduced driver age to 18 for official travel (with no underage driver fee), online bookings on DTS,ETS, Quality control and Car Upgrade from some vendors.

Car rental companies must maintain insurance coverage which protects the government personnel and those personnel are advised to contact the car rentals immediately in case of damage or loss. Should there be a dispute DTMO will review the case and provide an official ruling.  Most of the car rentals for the government personnel should be paid the government credit cards or CBA.

The government requires from these companies to provide usage reports to DTMO to include information like: Rental locations, Number of cars rented, size/class of cars rented, miles per rental, days per rental & total charges.

ELECTRONIC TRAVEL SYSTEMS:

The Dept. of Defense decided in 1998 to utilize the new development in technology and develop a new Defense Travel System (DTS) which was contracted to BDM (later acquired by Northrop Grumman). The idea is to provide end-to-end travel system that includes: authorization, travel reservations, ticketing, hotel and car booking, per diem calculations & voucher processing in compliance with rules and regulation of the Govt. all done electronically. The DTS is designed to accommodate 3.5 million travelers.

On the other hand, in 2002, GSA initiated electronic travel system for civilian use for the same purpose to create and end-to-end travel services. This project evolved into what we call now E-GOVT Travel Services or ETS. Federal Travelers are required by law to use TMS; otherwise they will be responsible for any cost associated with not using the system.

Chapter 301 from the FTR describes the minimum capabilities of the system which basically include the availability of Travel Management Center (TMC) or Commercial Ticket Office (CTO) to perform: Bookings, lodging and car rentals. In addition to basic management reporting system  providing for example number of bookings by type of service (carrier, lodging & car rental) and compliance with policy and reasons for non compliance , statistics on origin/destinations, number of lodging nights and where & locations of car rentals used. The last thing is possibility of reconciliation of charges on CBA and refund tracking and processing.

GSA awarded 3 companies to develop the travel systems:

• Carlson wagonlit Government Travel E-2 Solutions.
• EDS’s FedTraveler
• Northrop Grumman Mission System’s GovTrip.

With the contracting aspect complete federal agencies were free to select one of the above ETS systems through an order against the contract by December 2004.While the DTS was re-awarded to Northrop Grumman in the summer of 2007. The later was a management fee contract rather than the transaction fees contract of the ETS.

It is worth mentioning that both systems are capable of providing the same facilities. They have extensive capability to handle: complex travel arrangements, policy compliance and exceptions, variations to per diem, direct communications to CTO/TMC, pre-trip audits and any other amendment or adjustment.

The DTS was approved for worldwide use in 2003. Currently the DTMO is tasked with implementing DTS at over 12000 sites around the world.  There are almost a million plus users registered to use the system. Hundreds of trainers are being prepared for the task to train people across the military services.

The DTS pricing/payment structure is based on a management service fee to Northrop Grumman for the development and maintenance of the system at the direction of the DTS PMO. The DTMO has functional oversight of the system. The CTO DTS imposes a fee for ticketing and an assist fee for full travel services. These transaction fees are part of the travel cost along with others like ticket fare, taxes etc.

It is worth mentioning that ETS vendors store information n on every transaction made through the system. Since statistics are a way to enhance services/ contracts and help in quality control. ETS can report on City pair program usage, airline commissions’ revenue, unused tickets, premium class travel, hotel and car rentals and many other kinds of reports.

These systems can develop many reports in various forms for the use of the government.

By Metri Altwal