Travel Customer Support using Defense Travel System at Patuxent River

Situation: NAVAIR is transitioning to the mandated Defense Travel System (DTS). Compounding the implementation is the financial interface with Navy ERP and the Commercial Travel Office reservation module. The MIL Central Travel Agency (CTA) is providing help desk travel support and customer travel documents operations supporting the new DTS system.

Action: Daily, MIL reviews and supports anywhere from 800 to 1000+ travel orders/authorizations for accuracy. The team works with the customer on corrections and ensures that the travelers can complete their NAVAIR travel requirements. To support the preparation of these orders, the team provides help desk support to over 30 NAVAIR sites. We provide a three-tiered structure to handle front line user support (trouble calls, performance analysis, DTS application issues, etc.) for training, systems problems, and rejects.

Result: CTA has been meeting the challenge of the implementation of DTS. The number of travel documents requiring multiple reviews prior to travel has reduced by at least 20%. Additionally, the backlog of the three-tiered national travel help desk support has been reduced from over 800 calls to fewer than 300 calls (as of 3/08).