civilian pay overview - apan csr conference briefings...civilian pay overview donna g. cox, director...

Defense Finance and Accounting Service

Integrity - Service - Innovation

Civilian Pay Overview

Donna G. Cox, Director April 11, 2017

Integrity - Service - Innovation

Agenda

Civilian Pay Organization Structure Our Customers, Systems, and Partners Magnitude of Operations Concept of Operations DFAS Indy & CSR Support to Others Process/System Improvements Remedy Updates Military Service Credit Contingency Plan Civilian Pay Helpdesk All Partners Access Network (APAN) Questions?

4/7/2017 Integrity - Service - Innovation 2

Civilian Pay Operations

Director Donna Cox

Deputy Director Mary Jelev

Dustin Smith Division Chief,

Processing

Jill Snipes Division Chief,

Support

Deatta Harris Division Chief,

Operational Control


Payroll Processing for >900,000 civilians: Army Air Force OSD Defense Agencies Veterans Affairs Executive Office of President

Oversight and remediation of all pay-impacting personnel actions (i.e. Promotions, WIGIs, FEHB, FEGLI; TSP; Foreign Pay Entitlements)

Leave Account Maintenance Settlement Computation and Processing Pay and Leave Audits Aggregate and Annual Pay Limits Reports

Help Desk Team Congressional & IG Inquiries Reports & Metrics Payroll Office Certification Voucher Taxable YTD Balancing Business Office Functions (Budget,

DTS, Ebiz) Imaging Team (EDM) Systems Support

Debts Debt Audits Debt Waiver & Hearing Processing Garnishments

Retirements FERCCA-Retirement Plan Correction OPM Reporting Retirement Code Changes Death Settlements

Thrift Savings Plan Missed TSP Contributions TSP Error Reports

Emergency Disbursements Special Pays Advance Pays EFT/Check Returns Reconciliation of Cash Payments Accounting Voucher Reconciliation

Military Service Credit Military Service Deposit Estimated Earnings Law Leave TSP Military Makeup (USERRA)

Our Customers, Systems, and Partners


Who we serve (as of 3/18/2017)

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

Air Force (CP1) 181,872 Defense Agencies (ZKA) 98,093 Army (OMA) 244,463 Army Overseas (ZFA) 11,319 DoD and Air Force Overseas (ZFR) 11,959 Veterans Affairs (ZPV) 388,457 Executive Office Of The President (ZKE) 1,626 Total Civilian 937,789

Integrity - Service - Innovation 5

Magnitude of Operations

4/7/20171/27/2010

Civilian Pay FY 2016

(As of Sep 15) FY 2017

(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)

We Pay the President

Civilian Pay System

Civilian Pay Process

6

TIMEKEEPER TRANSACTIONS

CSR TRANSACTIONS

PERSONNEL TRANSACTIONS

Out

put

Proc

essi

ng

Inpu

t MY PAY

TRANSACTIONS

Legislative Changes System Change Requests

• Appropriation Data

• Gross Pay Reconciliation

• Reports

• Pay/Leave Data

• LES

• W-2

• Taxes

• Flexible Spending Account

• Long Term Care Insurance

• Treasury Offset Program

PAYROLL OFFICE

OTHER (OUTPUT ONLY) MY PAY ACCOUNTING

4/7/2017 Integrity - Service - Innovation

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


DFAS Indianapolis & CSR Support to Others

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

Remedy Ticket Updates


Old Ticket Titles

Security Establishment Security Violations CSR 2875 HR Request for Debt Offset

New Ticket Titles

Security DCPS-Establishment Security DCPS-Violations CSR Remedy 2875 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)

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



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.

Example: 2014 Snow Storms that impacted Midwest

11 4/7/2017 Integrity - Service - Innovation

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

Contingency Plan

12

DFAS can submit emergency time as a last resort

How to submit emergency time?

The Agency representative, Maria Petrone, 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


Civilian Pay Help Desk


1-800-729-3277 (DSN 580-7500)

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/Dept. of Defense

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)

All Partners Access Network (APAN)

Self-Service Portal

Increase customer satisfaction

Fulfill Customer Service Survey Requests

Reduce call volume

https://wss.apan.org/s/DFASPayroll/


https://wss.apan.org/s/DFASPayroll/

APAN


16

Questions


Back-Up


BACK UP

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• 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

Contingency Plan


19

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

Contingency Plan


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