Graphic representing the Annual Customer Satisfactions survey and that DFAS is listening for feedback. It includes a photo of the DFAS seal on the left side and a photo of a Customer Service Representative on the right. In the middle are seven silhouettes representing our customers: Military, Retirees, Civilians, Small Business Partners, Travelers, Accountants and Security Cooperation Accounting.

Actions Taken in Accounting Services

These are improvements based on YOUR feedback during our Annual Customer Satisfaction Survey. We're still listening to what other things we can do to improve our collective customer experience.
Improvements From 2023 Feedback
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Customer Outreach

Project Clears $204M

Since October 2023, Accounts Payable teams identified all expired year funding within the Integrated Accounts Payable System to support the initiative to retire legacy systems. We worked with our Air Force and Transportation Command customers to reconcile these balances and cleared over 13,000 transactions totaling over $208M.

Focused Monthly Meetings

We refreshed our monthly meetings to allow more individualized time with each major command to assist in problem resolution and training opportunities with base level personnel.

Miscellaneous Pay Project

Partnering with Air Force customers, we fine tuned the Miscellaneous Pay project to help address overaged and aging transactions. Clearing this inventory, reduced delayed payments and interest penalties.

Real-Time Collaboration

DFAS actively used real-time collaboration tools in Microsoft Teams, such as document sharing, desktop sharing, and instant messaging. This allowed people to solve problems while working together.

Customer Workshops in Japan

DFAS provides information and collaboration opportunities to our Air Force, Army, and Navy customers in Japan through regular workshops.

Email List

The Non-Integrated DSSN Reporting Team created a distribution email to improve communication with customers.

Collaboration in Germany

DFAS works with the German Foreign Forces Payroll Office and all customers in Europe to find ways to reduce errors.
 
 

Process Improvements

SharePoint Site List

Developed a list of supervisors and leads across DFAS Rome operations. Log into SharePoint to find contact information and drop box information used to received specific requests and/or questions.
 
 

Self Service and Tool Improvements

Customer Requests

DFAS started migrating to a new web-based application for monitoring customer requests, which merged four different applications into one and provides customized reports along with real time ticket status to improve the customer experience. The seamless transition will continue throughout the rest of the year.

Online MOCAS Form

DFAS implemented an online form to submit and process MOCAS Recon. The streamlined process reduces the overall cycle time.

Improvements from 2022 Survey Feedback

Customer Outreach

  • We identified and participated in numerous onsite/hybrid training and business diagnostic events to enhance our employee knowledge and understanding across Accounting Operations. These trainings included targeted team training, business diagnostics and improvement events.

Process Improvements

  • Support, reduce total, and prevent inflow of Journal Voucher balances in alignment with our customers’ financial reporting goals and in pursuit of downgrading Fund Balance with Treasury (FBwT) and Financial Reporting Material Weaknesses.
  • Acquisition and Cross-Service Agreements (ACSA) – Implemented recurring meetings with U.S. Army Financial Management Command (USAFMCOM), Commands, and partner nations to improve communication and collaboration on outstanding balances and to improve processes.
  • By consolidating Defense Enterprise Accounting and Management System (DEAMS)/Legacy data on one form we updated Yearend Database Transfer (DBT) process to assist our customers with record validation at Yearend.
  • In early 2023 the Advana TPPS-T Reconciliation Tool went live with the intent to standardize and automate the reconciliation of the monthly US Bank Call for Funds (CFF) for DFAS-owned New Settlement Accounts using Qlik software. On a daily basis, the tool compares DFAS made payments to the monthly US Bank Call for Funds and generates an invoice status based off of the data. The tool standardizes and automates the TPPS-T account reconciliation process and provides the DFAS and Service/Agency end users the ability to access invoice and payment statuses on a daily basis.

Security Cooperation Accounting (SCA)

  • SCA led and participated in over 25 walkthroughs/discussions with various customer’s Independent Public Auditors over the last year.
  • To date, the SAA Reconciliation Initiative has documented the existence of over 200 possible Title 22 reconciliations to clearly identify the scope of SAA work across various Feeder and General Ledger Systems. Allowing us to prioritize those materially relevant systems for reconciliation builds, which will increase financial statement integrity and prove completeness of T22 feeder transactions posting to the General Ledger.
  • The Accounting Team partnered with DSCA, Combatant Commands, and Regional Center to tackle UMDs, achieving a 34% reduction rate in UMDs. This is the first time UMDs have been under 10K since October of 2018.
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Accounting		 Click on icon to see improvements we made to Audit Support.
Audit		 Click on icon to see improvements we made to Accounting Services.
Civilian
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Retired		 Click on icon to see improvements we made to Accounting Services.
Travel		 Click on icon to see improvements we made to Accounting Services.

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Page last updated July 29, 2024