Commercial Cards Government Services News Inside Page 2 Citibank Commercial Cards, Government Services at the 9th Annual GSA SmartPay Training Conference Page 3 You are Invited Aboard the Pennsylvania Express Page 5 Innovators in Service Page 6 Technology Tip Page 7 Floor Plan Citibank Commercial Cards, Government Services at the 9th Annual GSA SmartPay Training Conference As the birthplace of the American Revolution, Philadelphia is the ideal locale to reflect on our industry s rich history while we look forward to what tomorrow will bring. And once again, Citibank will be on hand at this year s GSA SmartPay Training Conference to share our vision for the future of government commercial cards. As always, we are offering a wide variety of learning opportunities including lively roundtable discussions, in-depth presentations and hands-on training sessions. Of course, we also have a special evening planned that includes all the sights and sounds that make Philadelphia unique! Page 8 GSA SmartPay 2007 Schedule At-a-Glance Global Transaction Services www.citimanager.com Copyright 2007 Citibank (South Dakota), N.A. All rights reserved. Commercial Cards Government Services News is published by Citibank Commercial Cards, a business unit of Citibank (South Dakota), N.A. and is intended for use by the clients of its card issuing affiliates. This publication may not be reprinted without the express written consent of Citibank (South Dakota), N.A. Citibank (South Dakota), N.A. issues commercial cards in the U.S. Citibank Canada issues commercial cards in Canada. Citi and Arc Design, Citibank and CitiDirect are trademarks and service marks of Citigroup Inc. and its affiliates and are used and registered throughout the world.
Citibank Commercial Cards, Government Services at the 9th Annual GSA SmartPay Training Conference (continued from first page) Explore what Citibank Commercial Cards has to Offer The city of Philadelphia offers visitors a great deal to see and do, much of which will provide you with a new insight into the beginnings of our country and government. Similarly, the GSA SmartPay Training Conference gives you the opportunity to gain a deeper understanding of where our industry is headed, and Citibank has planned each of its sessions to help you make the most of what we have to offer. Citibank Welcome Center & Overview Sessions Stop by the Citibank Welcome Center in Room 104-A&B to learn more about the extensive sessions and events Citibank has planned for you this year. Here you can also get acquainted with our Client Account Services (CAS) Managers, all of whom are ready to answer any questions you might have. As in the past, representatives from the National Industries for the Blind will be on hand to keep you updated on their newest products. For your convenience, the Welcome Center is open Monday, August 20th from 1:00 p.m. to 4:00 p.m., Tuesday, August 21st from 10:45 a.m. to 5:00 p.m., Wednesday, August 22nd from 8:00 a.m. to 5:00 p.m. and Thursday, August 23rd from 8:00 a.m. to 1:00 p.m. In addition, be sure not to miss our overview sessions. Designed to help you navigate your way through the Conference, we will give you the information you need to plan your days by mapping out exactly which sessions will help you achieve your personal learning goals and take full advantage of Citibank s tools and solutions. A general overview session will be held in Room 103-A on Tuesday, August 21 from 10:15 a.m. to 11:00 a.m. Agency specific sessions for the Navy (Room 103-B&C) and Veterans Affairs (Room 105-A&B) will also be held at the same time. Citibank Technical Demonstration Center Always a favorite with Conference attendees, the Citibank Technical Demonstration Center gives you the opportunity to get one-on-one assistance, as well as attend a variety of mini-sessions and demonstrations for our most popular web-based technology solutions. For maximum convenience, the Technical Demonstration Center is held in Room 106-A and is open Monday, August 20th from 1:00 p.m. to 4:00 p.m., Tuesday, August 21st from 12:30 p.m. to 5:00 p.m., Wednesday, August 22nd from 8:00 a.m. to 5:00 p.m. and Thursday, August 23rd from 8:00 a.m. to 1:00 p.m. 2
Citibank Sessions A Snapshot We are offering three separate roundtable sessions that provide a forum for sharing best practices to fine-tune your programs and processes. A total of nineteen focused sessions have been designed to give you the detailed information you need to continue moving your card programs forward. Sixteen hands-on training sessions are available during which Citibank technology specialists will provide tips and guidance on getting the most out of our extensive web-based tools. Eight technical mini-sessions will be held covering tips on how to maximize Citibank s technology solutions. And Do Not Forget to Attend: Navigation sessions are offered at the beginning of the Conference to help you get the most out of Citibank s sessions. All Aboard the Pennsylvania Express! Join Citibank Commercial Cards, Government Services and MasterCard Worldwide for a virtual ride on Pennsylvania s railroad, with stops at all of Philadelphia s most famous firsts and yes, that includes the delectable cheesesteak! When: Tuesday, August 21st 7:00 p.m. to 10:00 p.m. Where: Pennsylvania Convention Center Great Hall Attire: Casual and festive 3
Citibank Continues the Revolution While we cannot lay claim to the cheesesteak, another Philadelphia innovation, Citibank has taken a critical role as an innovator, helping to revolutionize the government commercial cards industry over the past decade. In fact, Citibank was the first GSA SmartPay card contractor to implement a Technical Advisory Group (TAG), bringing together our technology specialists with Agency/ Organization Program Coordinators (A/OPCs) to explore new ideas and opportunities. As a result, Citibank has developed several industryleading solutions, including: Hierarchical Search Functionality 2003 Citibank Custom Reporting System (CCRS) 2004 Fiscal Year-End Processing 2005 Integrated Purchase Log 2006 But we are not stopping here! That is why this year we have added some new topics on today s most critical issues in addition to many of your favorite sessions. Citibank Presents: Alternative Card Programs New to this year s Conference, Citibank will give you and others the opportunity to explore alternatives to traditional purchase and travel card programs. This highly interactive and informative session will cover a wide range of topics from specialized vendor relationships, to managing agency purchases, to Declining Balance cards and more. Wednesday, August 22nd from 2:00 p.m. to 3:10 p.m. in Room 103-A. OMB Reporting Requirements: Using Citibank Tools Learn more about the specially designed data management tools Citibank has put in place to help you create quarterly OMB reports and other important card program metrics. In particular, this session will walk you through how to use these tools to simplify your reporting processes. Wednesday, August 22nd from 2:00 p.m. to 3:10 p.m. in Room 103-B&C. Citibank Presents: CCRS Exporting and File Management (Excel) Offered for the first time this year, this session is designed to help you learn how to manage retrieving data, as well as download data and reports more effectively. Whether you are new to tools such as Excel, or are a more experienced user, you will come away with a working knowledge of how to successfully use these tools in conjunction with the Citibank Custom Reporting System. Tuesday, August 21st from 2:00 p.m. to 3:10 p.m. in Room 103 B/C. Citibank Presents: National Industries for the Blind Each year, we invite the National Industries for the Blind (NIB) to showcase their products in our Welcome Center. This year, we are taking that one step further by adding a special session for NIB to share its latest innovations regarding JWOD initiatives. Wednesday, August 22nd from 9:30 a.m. to 10:40 a.m. in Room 103-B&C. Citibank Presents: Training for New and Advanced Users Citibank has designed special sessions tailored to new system users, as well the more experienced user. These focused sessions enable us to help all levels of system users gain a better understanding of how to maximize Citibank s technology solutions and streamline their internal processes even further. Best of all, every one of Citibank s sessions is CLP certified! For a complete overview of all the topics we will be covering this year, please check out our Schedule At-a-Glance on page eight of this newsletter. 4
Innovators in Service When William Penn named Philadelphia, he combined two Greek words philos, defined as love or friendship, and adelphos, meaning brother. His idea was to build a community where people would grow to respect, understand and appreciate one another for their similarities, as well as their differences. Within this historical context we d like to take the opportunity to highlight the customer-focused philosophy that is the foundation for Citibank s government card business. At Citibank, we understand that world-class service is all about respect and recognizing that each account deserves the same level of care and attention, whether large or small or somewhere in between. That is why long ago we developed our industryleading Client Relationship Manager model, designed specifically to help us provide consistent service to all our clients. And while we are proud of the many long-term relationships we have established with our clients due to this unique approach, we are equally proud of our own Client Relationship Managers, known at Citibank as Client Account Services (CAS) Managers who have grown with us over the years to create a dedicated seasoned team of professionals. or more dedicated Client Account Services (CAS) Manager to work with them on a day-to-day basis. This CAS Manager or a team of CAS Managers stays with your program from implementation through card distribution and continues to support you with program management over time. The end result is that the CAS Manager gains a deep understanding of the inner workings of each agency and can ultimately deliver a much higher, more personalized level of service. Among their many roles and responsibilities, Citibank s CAS Managers help to understand, resolve and prevent delinquency and card misuse, as well as provide the specialized assistance you need to make your card programs as successful as possible. Summer 2007 Special Conference Edition Help is never far away for your cardholders. We have put a team of knowledgeable Customer Service Representatives (CSRs) in place, available 24 hours a day, seven days a week to help resolve any cardholder issues while also ensuring that all government requirements are fully met. Of course, quality of service is our primary goal and, as such, we also have a Quality Assurance (QA) group that oversees the execution of our best-in-class Quality Assurance Plan across both program management and cardholder support. In addition, our CAS Managers track performance metrics to measure their own ability to resolve issues on an ongoing basis, ensuring that you get the answers you need with the utmost speed. Spotlight On: Our Client Account Managers To give you a glimpse of the level of professionalism and expertise you have access to, we would like to introduce you to just a few of the many dedicated staff members who assist our customers on a daily basis from implementation through rollout and well beyond. The Client Relationship Manager Model The basis of our client service model is really very simple to provide you with a single point of contact within Citibank Commercial Cards, Government Services. That is why at the outset of every program, each Agency/Organization Program Coordinator (A/OPC) is assigned one Beyond these critical one-on-one relationships, you will find that your CAS Manager will provide easy access to Citibank s experienced team of specialists. For instance, during implementation, coordinators will work to create solutions that maintain your processes, and our highly skilled Implementation Project Managers will work with your CAS Manager to provide you with any added support you may need. Ken Fudge has been servicing clients for over seven years and has received several awards and commendations from clients and internal partners. Ken has been with Citibank for 17 years, previously working in our Consumer Cards business supporting the recovery and dispute departments. continued 5
As a CAS Manager for nearly two years now, Kellee Glover brings over nine years of Citibank experience with her. Kellee began in Commercial Cards Operations, giving her a depth of knowledge that is invaluable to her clients. A senior-level CAS Manager, Stacey Felix serves as a mentor to her peers across a wide range of projects and program implementations. With 17 years of Citibank experience, including four years as a CAS Manager, Stacey recently won the Commercial Cards MVP Award. Eddie McKenzie has been a CAS Manager for over eight of the 12 years he has been with Citibank. He brings a wealth of knowledge from our Consumer Card, Small Business Card and Combined Bill Card Services. He recently won the Commercial Cards Most Valuable Player award during the first quarter of 2007. Melissa Landis has been a CAS Manager for nine years and offers her clients more than two decades of senior front line experience in operations, project and customer management. Also a recipient of the Commercial Cards MVP Award, Melissa has successfully built many strong, lasting relationships with her government clients. Although Delon Pleiman has only been a CAS Manager for two years, she has been with Citibank for nearly a decade and in 2006 was commended by one of her clients with their prestigious Hero s Award. Prior to joining the Commercial Cards organization, Delon worked with the Consumer Cards business supporting the collections department. Paula Gillon began her career with Citibank Commercial Cards eight years ago as a CSR. Based on her exemplary performance, Paula was quickly promoted first to Senior CSR in 2000 and then to CAS Manager in 2001. Another Commercial Cards MVP, Shadara Reed has been with Citibank for 14 years. In this time, Shadara has supported Commercial Cards both as a Senior CSR and as a CAS Manager. Technology Tip Alternates For Company Statements We are very proud of all our CAS Managers, each of whom is dedicated to providing best-in-class service to every one of their clients. Feel free to stop by our Welcome Center to say hello to them and other staff members, as well as gather valuable information on our upcoming sessions and events. And do not forget to join us at our Philadelphia s First Party, on Tuesday August 21st from 7:00 p.m. to 10:00 p.m. to celebrate the firsts that happened in the heart of historic Philadelphia. The party is open to all so let s make history together! A useful feature of our Online Statements is the ability to add an Alternate to the account, giving another user the ability to review the statement when the primary accountholder is out of the office. Specifically, these Alternates may: View Company Transactions View Memo Transactions for cardholder statements Download the Company Statement as a PDF, or to XLS or CSV spreadsheets Print specific Summary, Company or Cardholder pages Adding an Alternate is easy! 1. Click the Accounts button on the left menu 2. Click the Add Alternate link 3. Complete the Add Alternate User screen Once authorized, Alternates can self-register using the current demographic information about the account. If the Alternate is already a user, he or she simply logs in as usual and registers using the Accounts button on the left menu. New users may register using the Sign Up link on the Welcome page. 6
Technical Demonstration Center Mini-Sessions Room 106A Summer 2007 Special Conference Edition Mini-Sessions Day Time Citibank Online Statements Travel Individually-Billed Payments Tuesday, August 21 st 12:30 p.m. 1:40 p.m. A/OPC Entitlements Wednesday, August 22 nd 9:30 a.m. 10:40 a.m. CitiDirect Card Management System How to Run CitiDirect Reports Tuesday, August 21 st 3:30 p.m. 4:40 p.m. Transaction Reallocations Wednesday, August 22 nd 2:00 p.m. 3:10 p.m. Citibank Electronic Reporting System TBR Reports Wednesday, August 22 nd 12:30 p.m. 1:40 p.m. Uploading Files Thursday, August 23 rd 8:00 a.m. 9:10 a.m. Citibank Custom Reporting System Using Standard Reports and Subscriptions Tuesday, August 21 st 2:00 p.m. 3:10 p.m. Exporting Data Thursday, August 23 rd 9:30 a.m. 10:40 a.m. Lobby Level Second Floor 7
Citibank Schedule At-a-Glance Pennsylvania Conference Center, GSA SmartPay Training Conference 2007 Monday, August 20 th Time Event Location 1:00 p.m. 4:00 p.m. Citibank Welcome Center Room 104 A/B 1:00 p.m. 4:00 p.m. Citibank Technical Demonstration Center Room 106 A Tuesday, August 21 st 10:15 a.m. 11:00 a.m. Navigating the GSA SmartPay Conference for Department of Navy Room 103 B/C 10:15 a.m. 11:00 a.m. Navigating the GSA SmartPay Conference for Citibank Clients Room 103 A 10:15 a.m. 11:00 a.m. Navigating the GSA SmartPay Conference for Veterans Affairs Room 105 A/B 10:45 a.m. 5:00 p.m. Citibank Welcome Center Room 104 A/B 12:30 p.m. 5:00 p.m. Citibank Technical Demonstration Center Room 106 A 12:30 p.m. 1:40 p.m. Citibank Travel and Purchase Card Electronic Tools Overview Room 103 A 12:30 p.m. 1:40 p.m. Citibank Presents: Navy/Marine Corps. Purchase Log Session Room 103 B/C 12:30 p.m. 1:40 p.m. CitiDirect Card Management System for New Users, Hands-On Training Ballroom B 12:30 p.m. 1:40 p.m. Citibank Custom Reporting System The Basics for New Users, Hands-On Training Room 107 2:00 p.m. 3:10 p.m. Citibank Presents: Visa Card Basics Room 103 A 2:00 p.m. 3:10 p.m. CCRS Exporting and File Management (Excel) Room 103 B/C 2:00 p.m. 3:10 p.m. CitiDirect Card Management System, Hands-On Training for Purchase Log and Purchase Card Reallocation Ballroom B 2:00 p.m. 3:10 p.m. Citibank Custom Reporting System - Creating Reports for New Users, Hands-On Training Room 107 3:30 p.m. 4:40 p.m. Citibank Best Practices for Payments, Collections and Managing Delinquencies in Your Travel Card Program Room 103 A 3:30 p.m. 4:40 p.m. Citibank Support: Techniques for Establishing a Successful Audit Process Room 103 B/C 3:30 p.m. 4:40 p.m. Citibank Custom Reporting System for the Travel Card for Advanced Users, Hands-On Training Room 107 7:00 p.m. 10:00 p.m. All Aboard the Pennsylvania Firsts Express Party Great Hall Wednesday, August 22 nd 8:00 a.m. 5:00 p.m. Citibank Welcome Center Room 104 A/B 8:00 a.m. 5:00 p.m. Citibank Technical Demonstrations Center Room 106 A 8:00 a.m. 9:10 a.m. Citibank Support: A Training Guide for the New A/OPC Room 103A 8:00 a.m. 9:10 a.m. Strategic Sourcing and Data Mining Using Citibank Tools Room 103 B/C 8:00 a.m. 9:10 a.m. CitiDirect Card Management System, Hands-On Training for the Navy Ballroom B 8:00 a.m. 9:10 a.m. Citibank Custom Reporting System The Basics for New Users, Hands-On Training Room 107 9:30 a.m. 10:40 a.m. Citibank Support: A Training Guide for the Experienced A/OPC Room 103 A 9:30 a.m. 10:40 a.m. Citibank Presents: National Industries for the Blind Room 103 B/C 9:30 a.m. 10:40 a.m. Citibank Program Audit Tool for the Department of the Navy Room 105 A/B 9:30 a.m. 10:40 a.m. CitiDirect Card Management System for Experienced Users, Hands-On Training Ballroom B 9:30 a.m. 10:40 a.m. Citibank Custom Reporting System for the Purchase Card, Hands-On Training for Advanced Users Room 107 12:30 p.m. 1:40 p.m. Citibank Presents: Disputes Resolution Without Delay Room 103 A 12:30 p.m. 1:40 p.m. Citibank Presents: Information Security and Identity Theft Room 103 B/C 12:30 p.m. 1:40 p.m. CitiDirect Card Management System for New Users, Hands-On Training Ballroom B 12:30 p.m. 1:40 p.m. Citibank Custom Reporting System for the Travel Card, Hands-On Training for Advanced Users Room 107 2:00 p.m. 3:10 p.m. Citibank Presents: Alternative Card Products Room 103 A 2:00 p.m. 3:10 p.m. OMB Reporting Requirements using Citibank Tools Room 103 B/C 2:00 p.m. 3:10 p.m. Citibank Online Statements and Citibank Electronic Reporting System, Hands-On Training for All Users Ballroom B 3:30 p.m. 4:40 p.m. Citibank Travel Card Roundtable Room 103 A 3:30 p.m. 4:40 p.m. Citibank Purchase Card Roundtable Room 103 B/C 3:30 p.m. 4:40 p.m. CitiDirect Card Management System for Experienced Users, Hands-On Training Ballroom B 3:30 p.m. 4:40 p.m. Citibank Custom Reporting System Creating Reports for New Users, Hands-On Training Room 107 Thursday, August 23 rd 8:00 a.m. 1:00 p.m. Citibank Welcome Center Room 104 A/B 8:00 a.m. 1:00 p.m. Citibank Technical Demonstrations Center Room 106 A 8:00 a.m. 9:10 a.m. Citibank/Department of Defense Purchase Card Online System Session Room 103 A 8:00 a.m. 9:10 a.m. Visa Security Strategy Presentation Room 105 A/B 9:30 a.m. 10:40 a.m. Citibank Navy/Marine Corps Card Roundtable Room 103 A 9:30 a.m. 10:40 a.m. Citibank and MasterCard Presentation Room 105 A/B 9:30 a.m. 10:40 a.m. Citibank Online Statements and Citibank Electronic Reporting System, Hands-On Training for All Users Ballroom B 9:30 a.m. 10:40 a.m. Citibank Custom Reporting System for the Purchase Card, Hands-On Training for Advanced Users Room 107 12:30 p.m. 1:40 p.m. Citibank Presents: Preventing Fraud and Misuse in Your Card Program Room 103 A 8