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 Vendor/Commercial 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

MOCAS Roadshows and P2P Conferences

DFAS increased customer conferences and outreach events to share information about our processes and to gain valuable feedback on how we could better serve you, our customers.

	Process Improvements

Automation Quickens Customer Service

One of the new bots automates indexing documents from the Electronic Document Access system into Electronic Document Management system. This allows documents to automatically route to the team responsible for processing the obligation, which decreases the time is take to serve our customers.

Vendor ID Bot Improves Accuracy

A new Vendor ID Bot automates the Vendor ID creation for Army Miscellaneous Payments in GFEBS. The robotics process improves the timeliness and accuracy of technicians’ inputs, resulting in quicker payments for vendors.

Data Analytics to Maximize Buying Power

A new Accounts Payable initiative aims to benefit DFAS and the Army by using data analytics to improve our commercial pay business. This is projected to reduce interest penalties and maximize the Army's buying power.

	Self Service and Tool Improvements

Vendor and Small Business Information

Find information on the WAWF/PIEE system here.

Improvements from 2022 Survey Feedback

At DFAS request, PIEE implemented a change where all attachments in Wide Area Workflow (WAWF) can now be clearly identified and a reminder is provided to foreign vendors regarding form W-14.
The default timeframe for documents visible to government officials is now not limited to the last 30 days, so there are fewer delays with acting on the submitted documents in WAWF.
Increased customer engagement through participating in and holding numerous onsite/hybrid customer visits and events to share knowledge and support customer priorities.
Developed the MOCAS Recon Unity of Effort Initiative in an effort to reduce overall cycle time for reconciliation requests. Once complete, the Unity of Effort Initiative will be deployed to other Contract Pay Directorates.
Helpful information available for vendors to include small businesses, the WAWF/PIEE system, and more here.