Civilian Pay Overview Defense Finance and Accounting Service Donna G. Cox, Director August 1, 2017 Integrity - Service - Innovation Integrity - Service - Innovation
Agenda Civilian Pay Organization Structure Our Customers, Systems, and Partners Magnitude of Operations Civilian Pay Process Remedy Updates Process/System Improvements DFAS Indy & CSR Support to Others Military Service Credit Contingency Plan Civilian Pay Helpdesk All Partners Access Network (APAN) Questions? 7/25/2017 Integrity - Service - Innovation 2
Civilian Pay Operations Director Donna Cox Deputy Director Mary Jelev Division Chief, Processing Dustin Smith Division Chief, Support Jill Snipes Division Chief, Operational Control Deatta Harris Division Chief, Systems Vacant Debts Payroll Processing for Help Desk Team Daily system operations Debt Audits >900,000 civilians: Congressional & IG Support Agile Debt Waiver & Hearing Processing Army Inquiries Development of System Garnishments Air Force Reports & Metrics Change Requests Retirements OSD Payroll Office Supports Business FERCCA-Retirement Plan Defense Agencies Certification Voucher Environment Correction Veterans Affairs Taxable YTD Balancing Modernization Initiative OPM Reporting Executive Office of Business Office Micro-Application Retirement Code Changes President Functions (Budget, DTS, development, Death Settlements Oversight and remediation of all Ebiz) maintenance, security, Thrift Savings Plan pay-impacting personnel Imaging Team (GoDocs) and Audit Readiness Missed TSP Contributions actions (i.e. Promotions, WIGIs, responsibilities TSP Error Reports FEHB, FEGLI; TSP; Foreign Emergency Disbursements Pay Entitlements) Special Pays Leave Account Maintenance Advance Pays Settlement Computation and EFT/Check Returns Processing Reconciliation of Cash Payments Pay and Leave Audits Accounting Voucher Reconciliation Aggregate and Annual Pay Military Service Credit Limits Military Service Deposit Reports Estimated Earnings Law Leave TSP Military Makeup (USERRA) 7/25/2017 Integrity - Service - Innovation 3
Our Customers, Systems, and Partners Who we serve (as of 7/17/2017) Air Force (CP1) 181,231 Defense Agencies (ZKA) 97,583 Army (OMA) 245,565 Army Overseas (ZFA) 11,486 DoD and Air Force Overseas (ZFR) 11,463 Veterans Affairs (ZPV) 389,048 Executive Office Of The President (ZKE) 1,659 Total Civilian 938,035 Civilian Pay and Support Systems Defense Civilian Pay System (DCPS) Remedy Imaging Automated Disbursing System (ADS) Partners help us perform our mission Customer support includes: HR offices Customer Service Representatives (CSRs) VA Stations Other DFAS organizations support includes: ESS provides functional guidance and metrics/ipps support Disbursing; Accounting; Debt & Claims; Systems; DCPS system support 7/25/2017 Integrity - Service - Innovation 4
Magnitude of Operations We Pay the President Civilian Pay FY 2015 (As of Sep 15) FY 2016 (As of Sep 16) Customer Base Accounts 923,166 937,352 Remedy Tickets and Imaging Items Processed 243,415 (Remedy) 86,813 (Imaging) 330,228 (Total) 238,984 (Remedy) 72,293 (Imaging) 311,277 (Total) 7/25/20171/27/2010 Integrity - Service - Innovation 5
Civilian Pay Process Output Processing Input PERSONNEL TRANSACTIONS Legislative Changes PAYROLL OFFICE CSR TRANSACTIONS ACCOUNTING TIMEKEEPER TRANSACTIONS Civilian Pay System MY PAY LES Reports Appropriation Data W-2 Pay/Leave Data Gross Pay Reconciliation Taxes 7/25/2017 Integrity - Service - Innovation MY PAY TRANSACTIONS System Change Requests OTHER (OUTPUT ONLY) Flexible Spending Account Long Term Care Insurance Treasury Offset Program 6
Remedy Update Customer Service Representatives now have the ability to update the details field and add attachments to a Remedy ticket in REF (Referred) status. This eliminates returning Remedy tickets with missing documentation or specific comments. For example, if the settlement agreement is not attached to a Settlement Inquiry Submission Remedy Ticket, the CSR can now add the attachment and input comments into the details field without the technician needing to return the ticket. The technician will receive an email notifying them that the update has been made. 7/25/2017 Integrity - Service - Innovation 7
Remedy Ticket Updates Old Ticket Titles Security Establishment Security Violations CSR 2875 New Ticket Titles Security DCPS-Establishment Security DCPS-Violations CSR Remedy 2875 HR Request for Debt Offset Request for Debt Offset More Updates Military Service Deposit - you can now directly input the dates in the Beginning and End Date fields for a Military Service Deposit Submission to support the pre-1970 dates. Necessary Documentation Pop-ups Foreign Allowances: SF-1190 Deceased: SF-1153/SF-1152 (or memo), Certified Death Certificate, Marriage Certificate/Divorce Decree (if applicable), and Birth Certificate (for child beneficiary) 7/25/2017 Integrity - Service - Innovation 8
Remedy Updates Two Reminders Prior to Auto-Close Currently: 3 days prior to closing Update: 5 days and 1 day prior to closing Ticket Title Attachment Reminders Pop-up box that provides Customer Expectation will also contain required attachments for that title Ticket cannot be submitted without an attachment Complex Ticket Title Templates Similar to the Special Pay Ticket Template MSD Submission Ticket Pilot Waiver Ticket Pilot 7/25/2017 Integrity - Service - Innovation 9
Process and System Improvements Adding W-2 Reissue Self-Service Capability W-2 reissues through the Interactive Voice Response (IVR) was implemented December 9 Results: 4,569 requests processed (March 9) W-2 reissues through askdfas on January 31 Results: 289 requests processed (March 3) Reducing Returned Mail Changed hardcopy to electronic for bad addresses Results: 13,285 W-2s Results: 13,285 1095s Returned mail Dec 15, 2015 Feb 28, 2016: 145,000 pieces of returned mail Dec 15, 2016 Feb 16, 2017: 41,000 pieces of returned mail 7/25/2017 Integrity - Service - Innovation 10
DFAS Indianapolis & CSR Support to Others Accomplishments and Goals Initiated new callback feature for our Customer Care Center September 2016 GoDocs workflow/repository system February 2017 COOP 2017 June 11th 15th 7/25/2017 Integrity - Service - Innovation 11
Military Service Credit Tips How do I know if my customer is eligible to buy back military time? Any prior active duty military member may be eligible to buy back time served. When is the best time for my customer to buy back Military Service? During the first three years of Civilian service interest does not accrue, which makes it the best time to buy back Military service. How long should I tell my customer to anticipate the request to be processed? About 30 business days. Military Service Deposits are a high volume workload that involve multiple steps for you, your customer, and DFAS. To help your customer, please have them start the process of buying back military time at least six months prior to retirement from Civilian service. How can my customer make payments to buy back military time? They can make payments directly to their payroll office by check, money order or payroll deductions, or pay.gov. Please go to our APAN website for more information and a printable flyer you can share with your customers. https://wss.apan.org/s/dfaspayroll/pages/faq.aspx 7/25/2017 Integrity - Service - Innovation 12
Contingency Plan What is a Contingency Plan? A pre-arranged plan to implement in the event something happens to prevent continuation of your agency s operations. Why Have a Contingency Plan? As payroll representatives it is our duty to ensure employees receive their payroll. Some Contingency Plan Ideas: 1. CSR and T&A personnel have designated backups 2. A neighboring site can potentially provide back-up support 3. Telework 4. Review capabilities of time and attendance system Example: 2014 Snow Storms that impacted Midwest 7/25/2017 Integrity - Service - Innovation 13
Contingency Plan DFAS can submit emergency time as a last resort How to submit emergency time? The Agency representative must contact DFAS Unit Identification Code (UIC) Geographic Location (GLO) What is emergency time? Gives all employees a full pay check Fills in missing time if partial T&A already submitted Submitted time and attendance file over writes emergency time Correct time and attendance must be submitted once operations have returned to normal 7/25/2017 Integrity - Service - Innovation 14
Civilian Pay Help Desk 1-800-729-3277 (DSN 580-7500) Option 1 1095/Affordable Care Act Option 2 DFAS-CL (Navy, Dept. of Energy, Health & Human Services, Broadcast Board of Gov., Sea Lift Command Mariner) Option 3 DFAS-IN (Army, Air Force, Dept. of Defense, Veteran Affairs) Option 2 Civilian Pay Cleveland Option 1 DCPS Reset Option 2 Special Pay/Debt Inquiry Option 3 IRS lock in letter or Ticket status Option 4 W2 Re-Issue Option 5 TSP Inquiry Option 6 Replacement Check Option 7 Retirement / MSD Inquiry Option 3 Civilian Pay Indianapolis Option 1 Veteran Affairs Option 2 Army/Air Force/Dep. of Defense 7/25/2017 Integrity - Service - Innovation 15
All Partners Access Network (APAN) Self-Service Portal Increase customer satisfaction Fulfill CSI2 Survey Requests Reduce call volume https://wss.apan.org/s/dfaspayroll/ 7/25/2017 Integrity - Service - Innovation
APAN 7/25/2017 Integrity - Service - Innovation 17
Questions 7/25/2017 Integrity - Service - Innovation 18
Back-Up BACK UP 7/25/2017 Integrity - Service - Innovation 19
Contingency Plan Ask about your agency s contingency plan Review the plan Ensure the plan covers all employees paid by your office Know the location of employees and CSRs 7/25/2017 Integrity - Service - Innovation 20
Contingency Plan Some Suggested Contingency Plan Ideas: 1. CSR and T&A personnel have designated backups 2. A neighboring site can potentially provide back-up support 3. Telework work from home 4. Review capabilities of time and attendance system Once all the contingency plans have been implemented but time still needs to be processed, then contact DFAS for support 7/25/2017 Integrity - Service - Innovation 21