Citi - Department of Defense Government Travel Card Guide

Citi

Department of Defense Government

Travel Card Guide

For Agency Program Coordinators

Citi Transaction Services

I. General Overview

This guide is intended to assist the APC with the day-to-day execution and

management of the travel card program. It delineates processes and procedures used

in the management of the Citi Department of Defense (DoD) Government Travel

Charge Card (GTCC) program.

It provides general guidelines and policies for the administration of Centrally Billed

Accounts (CBAs) and Individually Billed Accounts (IBAs) in the GTCC program. This

guide is intended to highlight basic policies and procedures for the GTCC program.

The GTCC program is designed to meet the following objectives:

 Simplify the purchase of travel and travel-related services

 Reduce paperwork and administrative costs associated with official Government

travel

 Streamline payment procedures and improve cash management practices

 Improve management controls, reporting and decision-making activities

Citi Transaction Services

II. Public Laws and Regulations Pertaining to the GTCC

DoD Financial Management Regulation,

Volume 9 Chapter 3

Regulation provides policy, program

structure and APC responsibilities.

http://www.defenselink.mil/comptroller/f

mr/

Federal Travel Regulation (FTR)

A GSA regulation which implements

statutory requirements and Executive

Branch policies for travel by federal

civilian employees and others

authorized to travel at government

expense. http://www.gsa.gov/ftr

Joint Federal Travel Regulations

(JFTR)

Regulations published by the Per Diem,

Travel and Transportation Allowance

Committee chartered under the

Department of Defense for travel

policies that apply to uniformed service

members. The regulations pertain to

per diem, travel and transportation

allowances, relocation allowances and

other allowances.

http://perdiem.hqda.pentagon.mil/perdie

m/trvlregs.html

Joint Travel Regulations (JTR)

Regulations published by the Per Diem,

Travel and Transportation Allowance

Committee chartered under the

Department of Defense for travel

policies that apply to DoD civilian

employees. The regulations pertain to

per diem, travel and transportation

allowances, relocation allowances and

other allowances.

http://perdiem.hqda.pentagon.mil/perdie

m/trvlregs.html

Public Law 105–264

The Travel and Transportation Reform

Act (TTRA) of 1998 mandates the use of

the GTCC by all U.S. Government

civilian and military personnel to pay for

official travel. Information on

exemptions can be found in the DoD

FMR Volume 9, Chapter 3 paragraph

030302.

http://www.gsa.gov/gsa/cm_attachments

/GSA_BASIC/public%20law%20105-

264%20fam9831a_R2GXCI_0Z5RDZ-

i34K-pR_R2GXCI_0Z5RDZ-i34K-pR.pdf

Public Law 107–314

Section 1008 authorizes mandatory split

disbursement for military cardholders.

http://www.dod.mil/dodgc/olc/docs/PL10

7-314.pdf

Public Law 109–115

Section 846 requires the credit

worthiness evaluation of an individual

prior to being issued a government

travel card.

http://www.access.gpo.gov/congress/leg

islation/06appro.html

Office of Management and Budget

(OMB) Circular A-123, Appendix B

Improving the Management of

Government Charge Card Programs

provides best practices and

recommendations including credit

worthiness requirements and the use of

split disbursement.

http://www.whitehouse.gov/omb/circular

s/a123/a123_appendix_b.pdf

Citi Transaction Services

III. Roles and Responsibilities

This guide addresses responsibilities for

the following:

 Defense Travel Management Office

(DTMO)

 Component Program Manager

(CPM)

 Agency Program Coordinator (APC)

 Cardholder

 Citi

 Approving Official (AO)

 Commercial Travel Office (CTO)

 Designated Billing Office (DBO)

 Transaction Dispute Office (TDO)

Defense Travel Management Office

(DTMO)

The DTMO provides oversight for

commercial travel management, travel

policy and implementation, travel card

program management, training,

functional oversight of the Defense

Travel System (DTS) and customer

support. The DTMO works with the

service CPMs and Citi on establishing

direction, setting policy and centrally

managing the travel card program. For

more information on the DTMO or to

access program FAQs, training,

newsletters, etc. visit

www.defensetravel.dod.mil.

Component Program Manager (CPM)

The Component Program Manager

(CPM) are those individuals responsible

for establishing and managing the

GTCC program for their respective

Component/Agency. Each CPM is also

responsible for establishing and

maintaining the Component's

organization structure ("hierarchy") and

notifying the DTMO and Citi of any

changes in organization structure that

affect the travel card program.

Component Program Managers also

ensure that reasonable temporary credit

limits are established and maintained;

and annual reviews are performed to

monitor credit limits and card utilization.

CPMs are also responsible for reviewing

all monthly reports and ensuring that

centrally billed accounts and unit cards

are properly approved. The components

have program specific websites with

information on the government travel

charge card:

Air Force:

https://www.my.af.mil/afknprod/afgtc

Army: http://www.asafm.army.mil

Marine Corps:

http://www.marines.mil/units/hqmc/pand

r/gtcc

Navy:

https://www.navsup.navy.mil/ccpmd

Agency Program Coordinator (APC)

APCs, working through the CPMs, are

responsible for the day-to-day

operations of the DoD travel card

program. Each APC, in conjunction with

Citi, shall maintain an up-to-date list of

all current cardholders and accounts to

include information such as account

names, account numbers, addresses

and telephone numbers. APCs also

have the responsibility of monitoring

account activity and managing

delinquencies. APCs are the liaison

between the cardholder and Citi. APCs

need to be updated on any issues

Citi Transaction Services

relating to the GTCC program. Specific

responsibilities include:

 Completing card applications with

the individual travelers (both paper

and online options)

 Completing and acquiring approval

from CPMs on Centrally Billed

Account applications

 Answering cardholder questions on

the proper use of the travel card

 Cardholder maintenance using

CCMS and customer service center

 Running reports on CCRS to monitor

accounts for delinquencies, misuse,

fraud, and accuracy of cardholder

demographics

Cardholder

Key cardholder responsibilities include:

 Paying all charges/fees and

paying in full by the due date

 Understanding the DoD’s policies

and procedures regarding the

definition of official DoD travel and

the definition of authorized

purchases as they relate to official

DoD travel

 Keeping account information, such

as name changes, addresses and

phone numbers, up to date

 Using the GTCC only for purchases

that comply with these policies

 Complying with the terms and

conditions of the Department of

Defense Travel Card Cardholder

Account Agreement*

www.citimanager.com/dodhome

 For Centrally Billed Accounts, the

DoD is responsible for payment of

charges for official travel-related

products and services

*NOTE: When the cardholder signs the

application for the GTCC they agree to

the terms and conditions in the

cardholder agreement. The application

with the cardholder agreement can be

downloaded at

www.citimanager.com/dodhome under

Resources, Individually Billed Account

Application.

Citi

Citi will provide timely delivery of all

products and services specified in the

DoD Task.

Reporting

Citi provides all required reports

specified in the DoD’s Task Order in a

format designed to enhance

management information analysis and

report utilization. This information is

provided in electronic media to

maximize timeliness for reporting and

updating databases. For more

information see the section V. Electronic

Access System (EAS) (page 11).

Training is available to help APCs

maximize the reporting tool. To register

for the training go to

www.defensetravel.dod.mil/passport.

Electronic Access Systems (EAS)

Citi provides controlled electronic

access to account statements, account

maintenance, reports and disputes

through the program management tools,

such as the CitiDirect® Card

Management System, the Citibank

Custom Reporting System, and the

online statements system. For more

Citi Transaction Services

information see the section on

Electronic Access System (EAS).

Training is available to help APCs

maximize these tools. To register for

training go to

http://www.defensetravel.dod.mil/passpo

Security

Citi meets all security requirements as

specified in the Master Contract and the

DoD Task Order. Internal security

procedures will also be utilized for this

contract, including those to properly

protect databases and information

processing system access. We will only

release information concerning account

numbers or names of Cardholders in

accordance with the terms and

conditions of the Master Contract.

Customer Service

Citi will provide the DoD and its

employees with dedicated and

responsive customer service

representatives 24 hours a day, seven

days a week, every day of the year

through the Citi Customer Service

Center. This service will enable all

program participants to obtain

information and resolve problems

associated with the GTCC program.

Cardholder Assistance

Call toll-free 1-800-200-7056. For

cardholders outside of the U.S., call

collect to 1-757-852-9076, Full service

is available 24x7 including Help Desk

support for online statements.

APC Assistance

Call toll-free 1-866-670-6462. For APCs

outside of the U.S., call collect to 1-757-

853-2467. The Client Account

Representatives (APC Support) are

available Monday through Saturday

7am-9pm EST. The Client Account

Specialists (CPM support) are available

Monday through Friday 7am-6pm.

Centrally Billed Account

Representatives are available Monday

through Friday, 7am-6pm. After hours

emergency support is available 24x7

through the Cardholder Assistance

group.

Citi personnel will assist the DoD with

account setup, account maintenance,

reporting and establishing billing,

reconciliation and dispute processes

that properly support the use of the

GTCC program.

Approving Official (AO)

When used, Approving Officials on their

travel card program, they are typically

responsible for ensuring that all

purchases made by the cardholder(s)

within his/her cognizance are

appropriate and the charges are

accurate. The AO (typically a

supervisor) may also be responsible for

signing the traveler’s voucher, indicating

approval for payment and for its content.

Commercial Travel Office (CTO)

The Commercial Travel Office (CTO) is

a travel firm authorized by, or under

contract to, the DoD to provide

reservations, ticketing and related travel

management services for official

travelers.

Designated Billing Office (DBO)

When used, DBOs are typically

responsible for processing and ensuring

payment of CBA invoices. For detailed

responsibilities, please refer to the Citi

Department of Defense Designated

Citi Transaction Services

Billing Office (DBO) Guide

www.citimanager.com/dodhome

Transaction Dispute Office (TDO)

When used, TDOs typically assist the

DoD and Citi in tracking and resolving

disputed transactions. For detailed

responsibilities, please refer to the Citi

Department of Defense Transaction

Dispute Office (TDO) Guide

www.citimanager.com/dodhome

Citi Transaction Services

IV. Core Products and Services

Types of Accounts

There are two types of GTCC accounts

available under the DoD travel card

program, Centrally Billed Accounts

(CBAs) and Individually Billed Accounts

(IBAs).

Centrally Billed Accounts (CBAs)

CBAs are established to pay for official

transportation charges (air and rail) and

for other official travel-related expenses

(e.g., hotel, rental car, conferences, etc.)

and are used by Commercial Travel

Office (CTO) managers. These

accounts are most often used by travel

service providers (the CTO managers)

as agents for the DoD to pay for air and

rail tickets issued to travelers.

Additionally, separate CBAs can be

established to issue cards to select

groups of travelers needing the flexibility

of charging directly to a DoD liability

account.

The DoD is liable for authorized charges

made to the CBA.

The DoD has three types of CBAs: (1)

Defense Travel System CBA

Reconciliation Account; (2)

Transportation CBA Account (―white

plastic account‖); and (3) Unit Travel

Charge Card Account. DTS CBA

Reconciliation Account and the

Transportation CBA Account will be

used when an individual is exempt from

mandatory use or is unable to obtain an

IBA. The DoD CBAs all have the same

first five digits. The sixth digit will be

unique to the account type.

The CBA account manager is

responsible for making

purchases/charges for travelers. Unit

Travel Charge Card Accounts are

issued to DoD Components either in the

traveler’s name or name of the

Service/Agency. Charges are made

directly by the traveler and are typically

used for group travel, such as a military

band.

All new CBAs and unit cards must be

approved by the Service/Agency CPMs.

Individually Billed Accounts (IBAs)

Citi provides IBAs with spending limits

based on the requirements of the DoD

and needs of the traveler. Liability for

charges, excluding disputed charges,

and those not made by the cardholder

when a card is reported as lost or

stolen, belongs to the individual to

whom the GTCC is issued.

Standard and Restricted: There are two

types of IBAs, Standard and Restricted.

In order to receive the Standard account

with a credit line of $7,500, the applicant

must agree to a credit worthiness

evaluation and receive a score of 660 or

higher. A Restricted account with a

credit line of $4,000 will be given to

applicants who decline the credit

worthiness evaluation on the application

or who score between 500 and 659.

Applicants agreeing to the credit

worthiness evaluation and receiving a

score under 500 will not be issued a

government travel card and are exempt

from its use. The APC and/or the

cardholder’s supervisor can always opt

to issue a restricted account to an

applicant who otherwise would receive a

standard account. All restricted

accounts are setup deactivated and

must be activated for use by the APC

prior to the cardholder traveling.

Standards accounts are mailed

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activated; however the APC can always

deactivate the account when the

cardholder is not on travel. All

accounts, both standard and restricted,

must also be receipt verified by the

cardholders by following the directions

on the sticker placed on the plastic

before the card can be used. See

Account Upgrades section (page 10) for

additional information.

The DTMO, CPMs, and all APCs have

authority to raise credit limits on a

temporary basis to meet mission

requirements. The chart on the next

page details that authority. Standard

accounts can be raised for up to 12

months and restricted accounts can be

raised for up to 6 months. After such

time, the limits will be reset to the

default limits.

Chart for Army, Navy, Air Force and Marine Corps

Standard

Accounts

Default

APC

Approval

Maximum

HL3

Approval

Maximum

CPM

Approval

Maximum

DTMO

Approval

Maximum

Credit

$7,500

$10,000

$15,000

$25,015

Maximum

Travel

$7,500

$10,000

$15,000

$25,015

Maximum

Cash

$665

$5,015

$10,015

$25,015

Maximum

Retail

$250

$500

$1,000

$2,000

Maximum

Restricted

Accounts

Default

(total)

APC

Approval

Maximum

HL3

Approval

Maximum

CPM

Approval

Maximum

DTMO

Approval

Maximum

Credit

$4,000

$7,500

$10,000

$25,015

Maximum

Travel

$4,000

$7,500

$10,000

$25,000

Maximum

Cash

$365

$2,015

$4,015

$25,015

Maximum

Retail

$100

$200

$500

$1,000

Maximum

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Chart for The Independent Agencies

Standard

Accounts

Default

APC

Approval

Maximum

HL4

Approval

Maximum

CPM

(HL3)

Approval

Maximum

DTMO

Approval

Maximum

Credit

$7,500

$10,000

$15,000

$25,015

Maximum

Travel

$7,500

$10,000

$15,000

$25,015

Maximum

Cash

$665

$5,015

$10,015

$25,015

Maximum

Retail

$250

$500

$1,000

$2,000

Maximum

Restricted

Accounts

Default

(total)

APC

Approval

Maximum

HL4

Approval

Maximum

CPM

(HL3)

Approval

Maximum

DTMO

Approval

Maximum

Credit

$4,000

$7,500

$10,000

$25,015

Maximum

Travel

$4,000

$7,500

$10,000

$25,000

Maximum

Cash

$365

$2,015

$4,015

$25,015

Maximum

Retail

$100

$200

$500

$1,000

Maximum

Plastic Type

Regular Card Design

Regular cards will be embossed, at a

minimum, with the great seal of the

United States, the words ―United States

of America‖ and ―For Official

Government Use Only.‖

Quasi-Generic Card Design

Quasi-generic cards are issued from

non-Government Citi credit card stock,

utilizing the standard account numbering

structure used for the GTCC program.

The Card will look like a regular

corporate or consumer Citi card;

however, cardholders will be entitled to

all Travel Card features and benefits

included in the GSA SmartPay

Master Contract and the DoD Task

Order. By default certain services and

agencies have directed Citi to issue

Quasi-generic cards. APCs and or

supervisors have the opportunity to

request this plastic type on the

cardholder’s application. Quasi-generic

cards will be subject to the same terms

and conditions as all GTCCs.

ATM Cash Access

The GTCC can be used for cash access

at ATMs. Cardholders may go to any

ATM displaying the CIRRUS

or Visa

Citi Transaction Services

logo as well as ATMs in all Citi branch

locations. Using the card at non-Citi

ATMs, however, may result in an access

surcharge. Each time the GTCC is used

to obtain cash the cardholder is

assessed a 2.2% transaction fee.

To locate an ATM in a particular area,

consult the Visa® Website at

www.visa.com, call 1-800-CITI-ATM or

check the Citi website

http://www.citi.com.

Account Upgrades

Restricted cardholders may request an

additional credit worthiness evaluation

to upgrade their account to a standard

card. The upgrade request may be

found on the Cardholder Change

Account form and can be accessed at

www.citimanager.com/dodhome. If the

applicant scores above 660 they will be

upgraded to the standard card. If the

applicant does not score at least a 660

they will receive a written notification of

the denial. APCs can view the account

type on Citi’s Electronic Access System.

No additional notification of the upgrade

will be sent to the APC.

Account Reinstatements

Cardholders who have a closed account

due to non-payment may apply to have

their account reinstated if they meet the

following criteria, subject to Citi

approval:

 Account balance must be paid in full

for at least 60 days prior to

reinstatement

 Applicant must sign an application

agreeing to a credit worthiness

evaluation

 Previous account must not have

charged off or had 3 or more

payments returned for non-sufficient

funds (NSF) over the life of the

account or 1 NSF payment within the

previous 12 months

 Applicant must meet minimum credit

score required for a restricted

account

 Applicant must agree to pay the

Reinstatement Fee of $29 which will

be billed upon reinstatement (the fee

will not be billed if the account is not

reinstated)

Accounts reinstated will be set up as

restricted accounts. If the account

cancels due to delinquency a second

reinstatement will not be granted. The

reinstatement application can be

accessed at

www.citimanager.com/dodhome

Mission Critical

Mission Critical Status is a status

applied to an individually billed account

when travel is being performed under

competent orders and the traveler is

performing duties that, through no fault

of their own, may prohibit the traveler

from filing a voucher for their

outstanding travel card charges. The

purpose of mission critical status is to

keep an account open for use (not

suspend, cancel, charge off), regardless

of delinquency status while under the

protection of mission critical. An APC or

CPM must enroll accounts in mission

critical; cardholders may not enroll their

own account. While in this status:

Accounts will not suspend or cancel;

accounts will not report as delinquent;

no late fees will be charged; accounts

will not begin aging until the status end

date; and monthly statements will

continue to be sent to the cardholder’s

address of record.

Citi Transaction Services

V. Electronic Access System (EAS)

Program Management Tools

CitiDirect® Card Management System

(CCMS)

Citi offers CCMS for APCs as an

electronic method to perform program

maintenance. CCMS is a secure

electronic method to perform required

updates to cardholder profiles. Online

applications can also be tracked on

CCMS. Additionally, APCs will have

access to the Citi Help Desk support, as

well as onsite training, comprehensive

online learning and self-help tools to

help manage the GTCC program. The

self-help tools including User Guides

and Quick Reference Cards can be

found within CCMS, under the

Assistance tab.

APCs can look up accounts by name or

account number. A ―%‖ can be used for

a wildcard search when searching by

name. Maintenance that can be

performed on CCMS includes: closing

accounts, credit and cash limit changes,

activating accounts, updating

demographic information and requesting

replacement cards.

CCMS can be access through the

landing page.

www.home.cards.citidirect.com (under

applications).

Citibank Custom Reporting System

(CCRS)

Citibank Custom Reporting System

facilitates the APC’s ability to analyze

trends in program spend habits. The

CCRS system provides users with the

following:

 The DoD standard report templates

can be easily accessed through one

folder in CCRS, Organization Shared

Folders, Department of Defense

Travel Shared Reports

 Pre-defined reports that can be used

as-is, or that can serve as templates

for customized reports

 Access to over 650 data elements

 Ability to schedule reports (use the

Subscription link located underneath

the report) to run at a variety of time

periods, including daily, weekly or at

month-end. You will also have the

option to enter email addresses to

notify when the report is available for

you to view.

 Ability to ―subscribe‖ to reports, so

that they are run after hours and can

be reviewed at leisure

 Access to a history list of reports run

in the past. Simply save the report

to your history list and the data will

be guaranteed 36 months back.

Card Statements and Payments

With our online statements capability,

Cardholders and APCs can securely

access all of the details of card charges

easily online and streamlined for review.

The DoD Travel Card account

statements can be viewed any time for

up to 12 cycles. Statements can also be

printed or downloaded for your records.

Unbilled transactions can be viewed and

downloaded as well. Only account

balances for individual bill/individual

liability accounts can be paid through

the online statement system.

Citi Transaction Services

Cardholders must wait until they receive

their first statement before self-enrolling

for Online Statements. It is important

that when they register they enter the

information requested exactly as it

appears on their paper statement.

Citi Transaction Services

VI. General Account Setup and Maintenance

Account Setup

Hierarchy Structure

APCs are responsible for maintaining

their hierarchy structure. The hierarchy

defines the reporting structure. The

DoD hierarchy can contain up to seven

levels. An example of a service

hierarchy is as follows:

 Level I: Department of Defense

 Level II: Military Component

(Component Program Managers)

 Level III: Major Command/CPM level

for Defense Agencies

 Level IV–VII:

Installations/Units/Agencies

Each hierarchical level is unique, and all

levels of the DoD’s hierarchy are

required on each Cardholder

application.

New Accounts

Centrally Billed Accounts (CBA)

The CBA application is available on

http://www.citimanager.com/dodhome

All CBA account and unit card

applications must be authorized by the

appropriate CPM prior to submission.

Please refer to any additional DoD

policies and procedures with regards to

CBA accounts.

The account enrollment process for

CBAs follows these basic steps with

some variance based on DoD policy:

Step 1

 Coordinate with the CTO, contracting

representative, and Citibank Client

Account Specialists to determine the

appropriate CBA characteristics (i.e.,

hierarchy structure, BIN assignment,

reporting requirements and

authorization contacts.).

 Obtain authorization for account

opening from appropriate CPM.

Step 2

 Carefully complete the new CBA

request form to ensure that the

information identifying the DoD, APC,

TDO and DBO, etc. is accurate.

 Document the characteristics

determined in Step 1.

 Submit through one of the FAX

numbers indicated on the applications.

Step 3

 Identify card requirements by account

name on the supplemental form.

 If cards are to be issued to individuals,

provide the appropriate enrollment

form with appropriate authorized

signatures.

Step 4

 Specify the CTO point of contact and

identify desired reconciliation options.

Citi will issue plastics for all CBA

transaction accounts. Depending on the

account type, these plastics will be a

―white plastic,‖ for non-POS (point-of-

sale) cards (cards that cannot be used

at the point of sale) that serve to keep

track of the account number, expiration

date, three digit CVV number etc.

Others will be standard activation POS

cards. For those POS cards, Citi will

provide standard commercial card

activation procedures. Citi will also meet

all DoD domestic and international

needs regarding card issuance and

delivery. For purposes of opening

CBAs, Citi will:

 Establish new CBAs as approved

by the CPM upon receipt of

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completed program forms via fax or

mail

 Process program forms and issue

accounts to the designated address

within three business days of receipt

of the completed program forms

 Provide standard commercial card

activation procedures

 Replace lost, stolen, broken or

otherwise unusable cards as

requested by the DoD.

Individually Billed Accounts (IBA)

Citi will issue IBA Travel Cards to

designated Government travelers upon

request. IBAs will be established based

on DoD Task Order requirements, and

may include core, customized and/or

value-added services as identified in the

Task Order.

The account enrollment process for

IBAs follows these basic steps with

some variance based on the method of

submission (fax or online) and/or DoD

policy:

Step 1

 The prospective Cardholder obtains

an account application (paper or

electronic) and Department of

Defense Travel Card Cardholder

Agreement form from the APC or at

www.citimanager.com/dodhome

Step 2

 The Cardholder completes the form to

include all required information and

submits it to their supervisor for

approval.

 The supervisor must then submit to

the APC

Step 3

 The APC completes the indicated

sections of the application and sends

either via FAX (per the numbers on

the form) or submits through the

online system.

 Note: The APC must make the

following decisions (depending on

DOD policy):

 Request a restricted account

 ATM access

 Plastic Type

 Delivery Method

 Hierarchy (for reporting purposes)

Step 4

 Citi will process the application and

the card mailer should be received

within 7-10 business days of receipt of

the application

 If expedited delivery is chosen on the

application the card mailer should be

received within 3-5 business days of

receipt of the application

Step 5

 By following the directions on the card

mailer, the cardholder must verify

receipt.

Step 6

 Note: An APC must activate before a

restricted card can be used

The APC is responsible for submitting

the application to Citi. Cards are sent

directly to the individuals designated as

the Cardholder, unless the APC

indicates otherwise. Prior to submission

of the setup forms for Cardholder

privileges to Citi, the APC should verify

that the form has been completed in its

entirety and that all information is

correct.

Emergency Card Issuance

If new cards are needed as a result of

an emergency or mobilization, i.e., a

natural disaster, Citi will accept verbal

instructions from the DTMO and/or

CPMs for emergency account setup.

Customer Service is available 24 hours

a day, seven days a week to handle

such requests. Domestic and

international processing of the

Citi Transaction Services

application will be completed within 24

hours of receipt for emergency

applications.

Card Receipt

The Cardholder must call the telephone

number or visit the website listed on the

Receipt Verification Sticker to verify

receipt of the card prior to using the card

for the first time. APC must activate

restricted cards before they can be

used.

Account Maintenance

Information Updates

The APC must ensure that all

information is kept up-to-date to

guarantee effective program

management. The APC must maintain

individual Cardholder information such

as address, phone number and email

address as well as information for

various DoD points of contact and the

hierarchy data. New APCs should be

registered for access to the EAS tools

and old APCs should have their access

removed. APCs are also responsible for

keeping their cardholder listing up to

date, i.e., pulling in new account

transfers.

Information updates are accomplished

via the CitiDirect

Card Management

System or using a Citi DoD Government

Travel Account Maintenance Form,

www.citimanager.com/dodhome. The

forms will have the FAX and mailing

address information.

Account Renewal

All GTCCs are issued with an expiration

date, usually two to three years after

issue. Prior to the expiration of the card,

Cardholder requirements should be re-

evaluated within the DoD. Individual

accounts that show no activity over a 12

to 18-month period should be reviewed

for possible cancellation due to minimal

usage, thereby saving administration

costs.

To expedite account renewal and

preclude a break in the availability of

services to the Cardholder, the following

actions should be taken:

 Notify Citi prior to the 18

day of the

month before the expiration date of

all accounts that are not to be

reissued

 Account renewal information is

supplied to the APC by the Renewal

Report and/or via the CitiDirect

Card Management System

 Renewal cards will be sent at least

20 calendar days before card

expiration but not more than 40

calendar days before the expiration

date of the existing card.

APC Termination of Accounts and

Cancellation of Cards

When a Cardholder leaves the DoD, in-

and-out processing procedures should

be followed and include a check-in and -

out process with the APC. The APC

should notify Citi immediately when a

Cardholder leaves, is terminated from

employment, or no longer requires a

GTCC. This may be submitted via the

CitiDirect

Card Management System

as a cancellation.

The APC or his/her designated

representative should thereafter retrieve

and destroy the GTCC; if employee

does not have card at termination, the

APC or his/her designated

representative should instruct the

employee to destroy the card

immediately.

Citi Transaction Services

Citi does not require that the destroyed

card be returned to Citi.

Deactivating Accounts

In the event that a Cardholder will have

an extended period of time without

transaction activity on the account, the

APC should consider deactivating the

card via the CitiDirect® Card

Management System. This may include

but is not limited to infrequent travel or

restricted accounts not on official orders.

Lost or Stolen Accounts/GTCC

Cardholders must promptly report lost or

stolen GTCC account numbers to Citi

and notify their APC. The Citi Customer

Service Center is staffed 24 hours a

day, seven days a week, every day of

the year to accept calls from APCs

and/or Cardholders reporting lost or

stolen cards. Subsequently, a

replacement GTCC with a new account

number will be sent to the Cardholder.

GTCCs reported lost or stolen are

immediately blocked from accepting

additional charges. If unauthorized

charges have occurred, they should be

disputed. Cardholders should notify

their APC also.

Cardholder Assistance

Call toll-free 1-800-200-7056. For

cardholders outside of the U.S., call

collect to 1-757-852-9076. Full service

is available 24x7 including Help Desk

support for online statements.

APC Assistance

Call toll-free 1-866-670-6462. For APCs

outside of the U.S., call collect to 1-757-

853-2467. Additional international

phone numbers may be found on

www.citimanager.com/dodhome. The

Client Account Representatives (APC

Support) are available Monday through

Saturday 7am-9pm EST. The Client

Account Specialists (CPM support) are

available Monday through Friday 7am-

6pm. Centrally Billed Account

Representatives are available Monday

through Friday, 7am-6pm. After hours

emergency support is available 24x7

through the Cardholder Assistance

group.

Statements of Account and Invoices

The Statement of Account (the bill) for

IBAs is sent to the Cardholder detailing

all posted activity for the designated

billing period. Citi will provide an

itemized Statement of Account to each

Cardholder within five business days of

the end of each billing cycle.

Citi provides the CBA invoice to the

address of record, with a roll-up listing of

transactions and total dollar amounts for

each transaction account, and a final

amount to be paid. This final total is a

roll-up of total dollar amounts for each

transacting account.

Charges made to the Travel Card in a

foreign currency will be converted and

shown in U.S. dollars. Citi will pass

along all charges assessed by the

bankcard association. The total foreign

currency transaction fee will be

displayed as a separate line item on

IBAs. For CBAs the foreign currency

transaction fee will be integrated with

the posted transaction amount.

Online statements are available through

the EAS Landing Page. See the Card

Statements and Payments section

(page 12) for more information.

Citi Transaction Services

Reconciliation Procedures

CBA Reconciliation

APCs should review and verify that all

transactions on the Statement of

Account are appropriate. This review

should be accomplished in a timely

manner to avoid incurring Prompt

Payment Act interest charges. If an item

has been returned and a credit voucher

was received, the APC should verify that

the credit is reflected on the statement.

If credits do not appear in a timely

fashion (usually within 45 days), or if

there are any other inconsistencies

within the Statement of Account, the

APC should follow the dispute process

as appropriate. It is the DoD’s

responsibility to ensure that the

resolution of all disputes is properly

tracked and reflected on the Statement

of Account.

The GTCC program also provides files

to the CTO for reconciliation. Typically,

the CTO will use this file to add data

related to each charge on the invoice.

This data includes the travel

authorization/order number, traveler’s

name and DoD-defined identification

number. The CTO should forward the

appended file to the APC, AO, and the

DBO to facilitate the DoD’s approval and

payment processes.

In addition, the CTO can identify items

on the invoice which do not match its

records. These items should not be paid

due to pending credits or potential

disputes (e.g., cancellation-related

charges, refunds, and returns). Other

unmatched items, such as missing data

or unknown charges, should follow the

dispute process detailed in the Citi

Department of Defense Transaction

Dispute Office (TDO) Guide

www.citimanager.com/dodhome. The

CTO will work within the DoD’s policies

and procedures and its contract

guidelines to help resolve unmatched

items.

IBA Reconciliation

The individual Cardholder is responsible

for reconciliation of his/her account.

Disputes

CBA

Reasons for disputing a transaction will

vary however in all cases, the first

course of action is for the Cardholder to

contact the merchant and attempt to

resolve the dispute directly. If attempts

to resolve the dispute with the merchant

and are not successful, or if attempts to

contact the supplier are not possible

(supplier is not recognized, contact

information is not available, etc.), the

following process should be initiated:

Step 1

Internal policies within

Agencies/Services may vary; however,

either the Cardholder or the DoD’s

representative on the Cardholder’s

behalf must initiate communication with

Citi. Authorized representatives shall be

designated by the DoD, and normally

include the TDO, the DBO, the APC,

and the AO. This communication is

normally done via telephone through a

toll-free number, or online via the

CitiDirect

Card Management System.

All disputes unresolved at the supplier-

Cardholder level must be submitted to

Citi within 60 days of the date of the

invoice on which the charge(s) first

appeared. After 60 days, the right to

dispute a charge may be relinquished.

Citi Transaction Services

Step 2

Citi will instruct the individual making

contact concerning next steps. The

Cardholder will normally be required to

complete either a paper or an electronic

Dispute Form

www.citimanager.com/dodhome and

send the completed form to Citi. The

Cardholder should always keep a copy

of the completed Dispute Form for

his/her reference. The Cardholder may

also be required to provide a copy of the

Dispute Form to appropriate

organizational entities within the DoD.

Step 3

Citi will suspend the disputed charge

from the outstanding balance due. Citi

will acknowledge the initiation of a

dispute to the Cardholder, confirming

that the Cardholder does not have to

pay the amount in question pending the

outcome of the dispute process. The

suspension process places the amount

in question in a special category of

transactions. Visa requires merchants

to respond to the notification of dispute

within 21–45 days of receipt.

If the merchant has not responded

within 45 days, the dispute is

automatically resolved in favor of the

Cardholder. While this process is taking

place, the Cardholder is not expected to

take any further action, unless Citi

requests additional information.

If the charge appears to be fraudulent, a

block will be placed on the account and

a new account will be opened in its

place.

Step 4

Based on the merchants’s response, the

charge will either be resolved in favor of

the Cardholder or the merchant. If the

charge is resolved in favor of the

Cardholder, the charge is removed from

the account and all related reports will

reflect the status. If the dispute is

resolved in favor of the merchant, a

letter is sent to the Cardholder

explaining the decision.

The charge will appear in the balance

due on the next Statement of Account,

along with a dispute resolution

message. The Cardholder should retain

the dispute resolution letter and attach it

to the next Statement of Account as

support documentation for the

reconciliation process.

Typically, when a charge is resolved in

favor of the merchant, the merchant has

provided evidence of compliance with

Visa association operating regulations.

In those very rare instances where

agreement cannot be reached between

the Cardholder and the supplier, or

when the charge appears to be fraud-

related, special actions are taken.

IBA

A Cardholder may choose to dispute

transactions on his/her Statement of

Account for a variety of reasons.

Disputes typically fall into the categories

of questionable charges, duplicate

billings or unauthorized charges, i.e.,

charged an extra night for a hotel room.

For all merchant issues, the

Cardholder should make every

attempt to resolve the problem

directly with the merchant. This

approach has the greatest potential

for quick and efficient resolution of

the issue.

If the issue cannot be reasonably

resolved with the merchant, or the

Citi Transaction Services

problem is an unresolved transaction or

―billing error,‖ the Cardholder should

contact the Citi Customer Service

Center by phone at 1-800-200-7056, or

call collect at 1-757-852-9076 if outside

the United States. The Cardholder will

receive immediate credit and depending

on the type of dispute, a Dispute Form

may be sent to document the dispute. If

Citi determines that a billing error did not

occur, the transaction amount will be

billed on the next Statement of Account

after the dispute investigation is

complete, and a letter will be mailed with

an explanation.

If Citi determines that a billing error did

occur, a credit will appear on the

Cardholder’s next Statement of Account.

If Citi requires further information, Citi

will contact the cardholder and/or a

representative of the DoD as

appropriate.

Citi Transaction Services

VII. Transaction Activity

Transaction Authorization

Citi provides domestic and international

transaction authorization support 24

hours a day, seven days a week, every

day of the year. Standard commercial

authorization controls will be applied to

each transaction. Transaction

authorization requests, which do not

meet the specific criteria established by

the DTMO or CPMs, will be denied.

Transaction Overrides

Citi, at the direction of the DTMO, CPMs

or APC, has the ability to authorize

certain specific transactions that may be

blocked as a result of risk mitigation or

other DoD-elected controls. The Citi

Customer Service Center will handle

these requests. This functionality will

allow some restricted requests (MCC,

dollar limit, etc.) to be approved by the

Citi authorization system. In unusual

circumstances, certain MCC blocking

patterns may preclude authorization of

acceptable purchases. The Citi

Customer Service Center can also

handle these requests and, where

appropriate, authorize the transaction.

Transaction Monitoring

Citi is very sensitive to the need for

monitoring card authorizations for

unusual usage patterns. Citi and Visa

have developed card usage monitoring

systems to ensure that Travel Card

usage is consistent with the purpose of

the GTCC program. Any exceptions

generated by these systems will be

reported in accordance with the details

outlined in the Reporting Section. If

unusual patterns are detected, the

Cardholder may be contacted.

Transaction Posting

Citi posts all settled transactions from

Visa within two business days of receipt.

Transactions received before the

established cutoff time of 1:00 PM ET

are posted to the accounts the day of

receipt. Transactions received after the

cutoff time will be posted the following

business day. Tracking controls will be

utilized for manually processed

transactions. Credit transactions will use

the same reference number assigned to

the original transaction to facilitate

matching the credit to the original

charge.

Citi Transaction Services

VIII. Authorized Card Use

The Cardholder is responsible for using

the card only for the purchase of official

DoD travel and travel-related expenses

while away from his/her official

station/duty station. Generally, the

GTCC can be used at any merchant

location, both domestic and

international, that accepts the Travel

Card to purchase the following

products/services:

 Air Travel

 Rail

 Transportation Services

 Lodging

 Automobile Rental

 Food Service Establishments

 Fuel

 ATM Access, if authorized

 Other Travel-Related Services and

Products

It is the Cardholder’s responsibility to

understand DoD policies and

regulations regarding travel

expenditures. It is not within Citi’s

purview to determine whether or not a

purchase is authorized beyond applying

authorized account limits and controls.

Charges made by the Cardholder on

IBAs are the sole responsibility of the

Cardholder. Charges made by the

Cardholder on CBAs are the sole

responsibility of the DoD.

GTCC services include ATM access for

cash advances for authorized DoD

travelers. Access parameters are

determined by the type of account a

cardholder is assigned - standard or

restricted.

Using the GTCC at non-Citi ATMs may

result in an access surcharge.

Cardholders must be sure to record the

amount of the surcharge and identify the

surcharge in your reimbursement

request, as it may be reimbursable.

There is no access surcharge when the

GTCC is used to access cash at a Citi

ATM. If the Cardholder uses an ATM for

which an access surcharge was

incurred, this amount may appear as a

second entry on the statement

immediately adjacent to the cash

withdrawal, or it may be incorporated

into the withdrawal amount

Citi Transaction Services

IX. Training

A key to a successful program is fully

understanding the program, the policies

and procedures and knowing how to

access and use the large amounts of

data available to you via Citi’s EAS

tools. Also, knowing how to utilize the

tools available to you helps to effectively

manage your program. Below are the

resources available to you for Citi’s

Electronic Access System (EAS) and

your program’s policies and procedures.

Also, please reference the Public Laws

and Regulations section of the guide.

EAS Training

Instructor Led: Citi offers full day

training courses on the EAS system.

Courses are offered at our two

permanent training locations in Norfolk,

VA and Washington, DC. For course

schedules and to enroll please visit

www.defensetravel.dod.mil/passport

Onsite Instructor Led: If you have at

least 20 APCs at your location you can

request a Citi trainer conduct onsite

training. There is no charge for this

training. The onsite training form can be

accessed by visiting

www.citimanager.com/dodhome

Computer Based Training (CBT): Citi

offers CBT on the EAS. APCs can

access the CBT via

www.defensetravel.dod.mil/passport

Webinars: For a course listing of the

webinar sessions on the EAS provided

by Citi please visit

www.defensetravel.dod.mil/passport

Card Program Policy Training

The DTMO offers GTCC program policy

training for both APCs and cardholders.

To access the training, FAQS, and more

visit the DTMO website at

www.defensetravel.dod.mil

Your service/agency may also offer

policy training. For more information

visit their websites at:

Air Force:

https://www.my.af.mil/afknprod/afgtc

Army: http://www.asafm.army.mil

Marine Corps:

http://www.marines.mil/units/hqmc/pand

r/gtcc

Navy:

https://www.navsup.navy.mil/ccpmd

GSA also offers computer based

training on the travel program (not DoD)

specific available at

www.gsa.gov/aopctraveltraining

Citi Transaction Services

X. Preventive Actions and Risk Management—APC Controls

APCs focus on managing delinquency

and controlling misuse and abuse is

mandatory as set forth in OMB Circular

A-123, Appendix B. The following tools

are available to assist APCs with

internal controls and manage

delinquency, misuse and abuse.

Credit Worthiness

Per Public Law 109–115, government

agencies must assess the credit

worthiness of all new GTCC applicants

prior to issuing a card. Credit

worthiness is viewed as an important

internal control to measure the financial

responsibility of cardholders.

Credit Limit Increase

Credit limit threshold are established by

DTMO. CPMs and APCs Hierarchy

Level 3–7 may temporarily increase

limits for credit, cash and retail to meet

mission requirements, subject to

approval.

Merchant Category Code (MCC)

Restrictions

A key tool in preventing misuse and

abuse on the travel card is Merchant

Category Code (MCC) restrictions. A

MCC is a four digit number assigned to

a business by one of the card

associations, VISA or MasterCard, when

the business starts accepting cards as a

form of payment. Your component

CPMs will determine which MCCs are

allowed or blocked.

Activate and Deactivate

When cardholders are not on travel you

have the ability within Citi’s EAS to

deactivate the traveler’s card. CCMS

allows you to enter an activate end date

to deactivate the account. The system

also allows you to set future activation

dates to coincide with travel orders.

All new restricted accounts may need to

be activated before they can be used.

IBA Late Fees

The first late fee is charged at two

cycles plus fifteen days past due (day

75), and then each cycle thereafter as

long as there is a past due balance.

Suspension, Cancellation and Charge

Off

GTCCs are suspended 61 after the

closing date of the invoice days past

due and cancelled at 126 days of the

invoice. If a balance reaches 210 days

past due it could be charged off and the

cardholder may be reported to the credit

bureau.

Salary Offset

DoD has implemented salary offset

under Public Law 105-264. Citi mails a

due process letter to the cardholder at

90 days past due advising that payment

must be made within 30 days or a

Reduced Payment Plan (RPP) must be

entered into or the balance plus fees will

be submitted for salary offset. Section

2(d) of the public law allows an agency

to collect monies from an employee’s

disposable pay for any undisputed

delinquent amount owed.

The associated fees with accounts

entered in salary offset are an $80

enrollment fee and three late fees

totaling $87. If an account is reviewed

for salary offset but not enrolled, an $85

fee is assessed.

For cardholders who pay in full after the

salary offset process has been initiated

Citi will send a stop file to DFAS on a

weekly basis. In the event of an

Citi Transaction Services

overpayment, the cardholder may

request a return of the credit balance on

the account. Payments must post to the

account before they can be returned to

the cardholder. The cardholder must

call customer service to request an

immediate refund.

Reduced Payment Plans (RPP)

Reduced Payment Plans are offered to

cardholders as an alternative to being

entered into Salary Offset. RPPs are

only offered prior to an account being

enrolled in Salary Offset. The

cardholder must enter into a written

agreement with Citi and must agree to

make scheduled payments against the

delinquent balance.

The first plan offered would be a fee-

free opportunity to split the balance into

two payments. If more than * to pay a

$45 set up fee and a $10 monthly

maintenance fee. The number and

amount of payments will be negotiated

with the cardholder.

Split Disbursement

Split disbursement for all DoD

cardholders is a mandatory requirement

used to reduce the risk of delinquency.

Cardholders are responsible for

ensuring that the total outstanding

charges are designated for split

disbursement. To assist cardholders in

fulfilling their repayment responsibility, a

portion or all reimbursement of GTCC

charges will be sent directly to Citi.

Travel vouchers filed for reimbursement

using DTS will automatically split

disburse the airline, hotel, and rental car

expenses between Citi and the

cardholder.

CCMS and CCRS—Use the Electronic

Access System and the Reporting

Tool

The reporting tool will assist you in

identifying your delinquent accounts,

those who could potentially be misusing

the card and accounts that should be

closed because the traveler is no longer

employed or no longer in need of a

government travel card. To enroll for

training on CCMS and CCRS go to

www.defensetravel.dod.mil/passport

Citi Transaction Services

XI. Contacting Citi

Cardholder Assistance

Call toll-free 1-800-200-7056. For

cardholders outside of the U.S., call

collect to 1-757-852-9076. Full service

is available 24x7 including Help Desk

support for online statements.

APC Assistance

Call toll-free 1-866-670-6462. For APCs

outside of the U.S., call collect to 1-757-

853-2467. Additional international

phone numbers may be found on

www.citimanager.com/dodhome. The

Client Account Representatives (APC

Support) are available Monday through

Saturday 7am-9pm EST. The Client

Account Specialists (CPM support) are

available Monday through Friday 7am-

6pm. Centrally Billed Account

Representative are available Monday

through Friday, 7am-6pm. After hours

emergency support is available 24x7

through the Cardholder Assistance

group.

Single Sign On to Citi’s EAS

Applications

https://home.cards.citidirect.com

If you have any comments, feedback or

corrections please contact us via email

[email protected]