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 Travel Pay

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

Army Temporary Duty (TDY)

Our TDY team maintains the Army TDY page, which includes specific guidance for soldiers deployed to Europe.
We refreshed our redeployment briefing slides and distributed them to the S1 network.

	Self Service and Tool Improvements

Permanent Change of Station (PCS)

For Military Members: Our SmartVoucher tool sends your PCS voucher through your local finance office for review and then on to DFAS for computation and payment. PCS travelers using SmartVoucher are receiving their payments up to 50% faster than those who submit manual claims, and it can be submitted using your personal devices such as tablets and smartphones. 
For DoD Civilians: Our Civilian PCS team posts marketing messages via social media outlets throughout the year. These posts provide time sensitive information that civilian travelers can use to create and submit their claims (i.e. HHG, RITA, etc.). Our Civilian PCS team continues to build external partnerships with Human Resources and Transportation Management Office teams to provide travelers important feedback before and/or early in their travel to smooth expectations and increase customer satisfaction throughout the process.

Other Resources

Travel Voucher Direct. Securely submit your completed voucher
myPay Text Messaging. Opt in for text messaging alerts! This feature allows automatic updates on the status of your travel submissions. Once logged into myPay, select "Personal Settings" at the top of the screen and choose Mobile Phone on the left.
SmartVoucher. Easily complete your Army military PCS/TDY vouchers or all civilian PCS and Relocation Income Tax Allowance vouchers.
Travel Pay Advice of Payment. All paid travel vouchers are available on myPay. Once logged in, select "Travel Pay Advice of Payment (AOP)" on the left.
AskDFAS. Securely ask your travel pay questions and get answers without having to wait on the phone.

Improvements from 2022 Survey Feedback

Increased communication on voucher status and availability of online resources. myPay and SmartVoucher send out voucher status updates via email. Ensure email addresses are current in both systems. Opt-in for text messages in myPay; login, go to personal settings and click on mobile phone to enter your information.

Army Permanent Change of Station (PCS)

Soldiers use the SmartVoucher system. SmartVoucher flows your PCS claim through your Finance Office for review and on to DFAS for computation and payment. PCS travelers using SmartVoucher are receiving their payments up to 50% faster than those who submit manual claims.

Civilian PCS

Our team worked to provide recurring marketing via Social media outlets. These posts will provide links to the Civilian Relocation website that coordinates with the cycle of work.

Temporary Duty (TDY)

Continuous updates are being made to the TDY page on DFAS.mil to include guidance specific to soldiers deployed to Europe, and assist with completing travel vouchers upon return from deployment. We are working with Army 230th FMSU to update redeployment briefing slides to be distributed to the S1 Community who will be trained to brief soldiers prior to submitting vouchers to DFAS for payment.