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Excellence in Practice Awards 2014

THE ELITE: United States Special Operations Command

The Elite Award recognizes a local help desk team whose superior efforts result in continuous improvement and outstanding customer care.

This year’s recipient is the United States Special Operations Command (USSOCOM). USSOCOM’s 2 LDTAs
And 70 ODTAs service more than 3,000 customers spread across a diverse geographical area. The USSOCOM LDTAs adeptly manage their travel program through standardized processes and proactive travel training. In FY 2013, the team launched the “Campaign 5 – Five Day Rule” to draw awareness to the regulatory requirement to submit a travel voucher within five days of returning to work. The campaign encompassed communications, required training on filing travel vouchers, and follow--‐on
Impact studies – a strategy wholeheartedly embraced by USSOCOM’s most senior leaders.    Campaign  5  featured  several  notable  and  engaging  techniques,  such  as  interactive  training  for  all  travelers  on 
voucher requirements and short videos broadcast throughout the Command Headquarters.   The impact of Campaign 5 was  immediately  evident,  with  more  timely  payments  to  travelers  and  better  back-­‐end  travel  fund  tracking.  The USSOCOM LDTA team used FY 2013 to incorporate new, proactive strategies to assist its ODTAs and travel managers. For example, rather than each ODTA running a daily report of pending airline auto-­‐cancellations,  the team ran daily, enterprise-­‐level  reports and notified any impacted traveler’s ODTA for action.  These new strategies complimented the team’s established reputation for exceptional training, which they offer regularly to ODTAs, AOs, and travelers alike.  The USSOCOM LDTAs’ track record as a proactive, training-­‐focused team exemplifies an elite help desk.

 

  
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