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Best Practices for Managing Account Holders
- Train account holders on the proper use of the travel accounts. Use ethics training as another source for instruction.
- Develop a traveler hotline to respond to account holder questions.
- Develop and maintain a travel-specific website for your agency.
- Publish answers to frequently asked questions related to travel on your agency website.
- Create an informational newsletter.
- Send periodic reminders to account holders on agency travel policies and procedures.
- Hold orientation sessions with new account holders.
- Provide account holder training on how to fill out a proper travel claim/voucher.
- Remind account holders who are on extended travel to submit interim travel claims/vouchers to ensure timely receipt of reimbursement.
- Notify account holders that their obligation to pay their respective bank by the billing due date is not contingent upon receipt of a travel reimbursement from the agency/organization.
- Contact account holders who appear on the Pre-Suspension/ Pre-Cancellation Report by phone, email, and/ or correspondence. Advise account holders that immediate action must be taken.
- Use a statement insert/statement message provided by the bank to convey information to account holders.
- Provide the GSA SmartPay card-sized brochure, Helpful Hints for Travel Card Use.
- Send an annual letter from your agency director reminding account holders of their responsibilities.
- Provide a travel training video for account holders.
Best Practices for Program Coordinators (A/OPCs)
- Use online tools provided by the banks, GSA, and your agency.
- Email updates to A/OPCs at all levels on program changes.
- Review reports regularly and track trends in delinquency rates and charge offs/ write offs.
- Use exception reports to detect misuse of the travel account or unusual spending patterns.
- Use ad hoc reporting tools provided by your bank to customize and/ or develop your own agency reports.
- Eliminate manual calculations by developing ad hoc reports that can be generated as needed.
- Ensure that account holder information is properly secured and confidentially maintained in accordance with the security and privacy regulations of your agency, as well as with the Privacy Act.
- Create a monthly newsletter/ memorandum to reinforce agency travel account holder policies for misuse and/or account delinquency.
- Develop and implement an agency-established penalty guide with your agency’s human resources office outlining appropriate disciplinary action for undisputed delinquencies and non-official use of the travel account by employees.
- Perform an annual review of all accounts to determine whether each account meets the criteria for continued participation in the Federal Government travel program.