Updated Procedures for Utilizing Omega World Travel


In Reply Refer To:
Mail Stop 270


                                   Memorandum

                                                                May 10, 2000
To:             All USGS Employees

From:           Susan R. Sheely, Chief      /signed/
                Travel Management Branch, OFM

Subject:        Updated Procedures for Utilizing Omega World Travel 
Services

Since the onset of the Omega contract on May 1, 2000, I have received a 
large volume of e-mail and voice mail messages from employees nationwide 
and I am unable to respond to each message individually.  I will attempt 
to answer some of the repeated questions and address the comments with 
this all employee message.  The information I have been receiving in the 
messages is important and it allows me to work with the Department and 
Omega to seek satisfactory resolutions. 

A new feedback form has been added to the Department's Office of Financial 
Management website for reporting problems or comments regarding the new 
TMC.  Your feedback is needed to make sure the contractor is fairly 
evaluated.  The web site address is as follows:

http://www.doi.gov/pfm/tmc/feedback.html

Individuals may continue providing this information to me via e-mail and I 
will consolidate and summarize the information and transmit it to the 
project leader at the Department. 

Listed below is some information that I hope will ease some of the 
frustrations being experienced by our employees and also by the Omega 
agents.  The Omega agents have been overwhelmed with telephone calls 
ranging from individuals desiring to update/create their profiles verbally 
even when they do not have a scheduled trip; people wanting to research 
future travel (months away); and of course those individuals who have 
immediate needs to make travel arrangements.  An additional contributing 
factor to the initial problems was the fact that some of the exiting 
Travel Management Centers (TMC) did not successfully and/or completely 
release/transfer unticketed reservations to Omega on April 28.  After 
following up with the TMC's, the majority of these reservations have now 
been released.

As with many new contracts, Omega has been experiencing start up problems. 
 The majority of the problems have revolved around the telephone numbers, 
unworkable recorded messages when answered, lack of returned calls, not 
following up with faxed itinerary, etc.   USGS employee are dealing with 
increased and unexpected frustrations, however, I would encourage 
individuals dealing with the Omega agents to do so in a professional 
manner and attempt to limit criticism to that which is constructive and 
objective.  Steps are being taken to resolve the problems and the DOI TMC 
task force has been working daily on the problems.  In an effort to 
relieve some of these problems and to allow the Omega Agents to service us 
better, please consider the temporary suggestions listed below:

IMMEDIATE NEED FOR RESERVATIONS:

1)  If at all possible, only call Omega offices if traveling in the near 
future -- this will allow the agents to handle those individuals who are 
traveling soon.

2) Requests for reservations can also be faxed or e-mailed to the Omega 
office designated for each geographical area (Attached is a listing of 
telephone numbers, e-mail address, fax numbers plus the actual location of 
the call center established to serve a particular geographical area). This 
method will permit agents to research the requested information before 
placing a call to the employee thus reducing the amount of time being 
spent on the telephone.

ESTABLISHING PROFILES:

1)  There is no urgency to complete profile information if an individual 
is not traveling in the immediate future.  I ask that individuals not 
overload the Omega offices if it is not necessary until we are able to 
resolve some of the problems.

2)  Profile information can be entered by using the on-line profile site 
created for DOI (https://profile.owt.net/doi).  This is a secure site, 
however, because a Bank of America (BOA) file was used to create the 
initial profile information for Omega, the site will work only for  
individuals with a BOA Card issued and activated prior to April 1, 2000.
If you cannot utilize the online site, please fax or e-mail your profile 
information to the Omega office designated for your area and the Omega  
employees will create the profile. 

24 Hour Emergency Number - 800-964-6342 - Please make sure everyone has 
this number.   This number was published incorrectly on the original 
telephone list.

Again, I am sorry for the inconveniences but want to reassure you that the 
problems are being addressed.

Attachment

Susan 

Susan R. Sheely, Chief
Travel Management Branch
U.S. Geological Survey
Voice: 703-648-7602
Fax:    703-648-4112
E-mail:  ssheely@usgs.gov