About AFM

Financial Management Division

Customer Service Plan:
Travel and Relocation Services Branch

Introduction
Identification of Customers
Description of Branch Services
Customer Service Standards
Code of Conduct
Partnership Relationship
Periodic Review and Assessment

Introduction

To provide Customer Service Standards and plans for providing access to information in order to meet and fulfill customers' needs. This defines expectations to be provided for all significant services.

Identification of Customers

The customers of TRSB for each REE agency are as follows:

ARS: Employee's of Headquarters Offices and Staffs including the Administrator and his immediate management staff; AFM Deputy and Associate Deputy Administrators and Division Directors; Area Directors, Administrative Officers and Budget and Fiscal Officers and Area Transportation Assistants and individuals outside the Government or Agency traveling for ARS.
CSREES: Administrator and immediate staff, Program Officials and Administrative Officers and individual travelers.
ERS: Administrator and immediate staff and Administrative Officers.
NASS: Administrator and immediate staff and Program Officials.

Description of Branch Services

The Travel and Relocation Services Branch is responsible for providing day to day travel support to the REE agencies including:

Formulation and implementation of travel policies and provide direction and technical guidance for all Research, Education and Economics Agencies and cooperators.
Perform analyses to all Agencies' personnel in resolving unusual and difficult travel and relocation issues.
Provide policies, procedures, technical advice, and service for foreign and domestic travel, relocation and transportation.
Provides liaison between service program offices and external offices on issues relating to travel and relocation.

Customer Service Standards

Comply with Federal, Agriculture and Department of State travel regulations in the interpretation, formulation, and implementation of travel policies and procedures within the REE community which includes the review of the Civilian Personnel Law Manual, and Comptroller General Decisions and General Services Boards of Contract Appeals.

Publish and maintain points of contact (name and telephone numbers) for each service provided.
Hold periodic meetings with customers to gather feedback on quality of services provided.
Hold monthly TRSB teleconferences to exchange information, answer travel related questions and solicit ideas pertaining to travel initiatives.
Maintain a good working relationship with the Office of the Chief Financial Officer, NFC, Government contracted relocation companies, Government contracted Travel Charge Card company, and the Government contracted Travel Management Center by attending monthly, quarterly and/or semi-annual meetings to discuss travel issues.
Respond to inquiries as soon as possible, but no later than one business day from request; providing follow-up information as it becomes known to keep the customer apprised of the status of the action.
Wherever possible, use LAN communications to exchange information or answer inquiries.
Network with other FMD branches (or AFM Divisions, as applicable) to facilitate delivery of administrative and financial management services requested by the customers.
Provide assistance and training in the operation of the NFC's electronic travel systems (TRVL/TRAV and Unified).
Provide quarterly travel workshops on preparation of travel authorizations and vouchers. This training is also available upon request.
Provide Foreign travel related services: Passport and Visa services; research, interpret and prepare all documentation for payment of foreign allowances. Liaison for ARS with the Foreign Travel Unit, FAS.
Coordinate travel for Congressional members with the Office of the Chief Financial Officer.
Assist, correct or instruct Area offices on maintenance procedures for the Foreign Travel Information System, ARIS.
Set standards of operation for common carrier ticket delivery points and operate AFM & CSREES ticket offices.

Code of Conduct

The Travel and Relocation Services Branch (TRSB) employees are committed to conducting themselves in a courteous, respectful, open and honest manner with coworkers and customers. We respect each others' opinions and work in a professional manner to achieve the goal and objectives of the Branch and Division. Cooperation and teamwork enables us to provide the most effective and efficient business processes that meet the customer's requirements and Federal and Agriculture Travel Regulations, which in turn, allows the customers to meet their objectives established in support of their mission.

Partnership Relationship

The success of the TRSB mission is dependent on a day-to-day partnering relationship with our customers where we have a free exchange of information and ideas related to service delivery processes and quality. The customer should be frank and candid in providing feedback on services provided and the conduct of TRSB staff, as well as, identifying opportunities for changes that will better serve their needs.

Periodic Review and Assessment

Feedback will be solicited at least semi-annually for the purpose of determining if service delivery is being provided in accordance with the customer service standards. Information will be requested in various formats, including the use of questionnaires and personal discussions, as applicable.