17-1. Program Metrics
a. A/OPCs have a number of reporting tools that enable them to manage their purchase program effectively through the bank’s EAS. Most electronic reports are updated within two to three days after a transaction. However, some reports are only updated at the end of the billing cycle. A/OPCs will have access through the EAS to monitor account holder transactions at any time. By searching by account holder name or account number, A/OPCs can track account holder transactions (e.g., transactions, payments, disputes), as well as view account holder monthly statements. A/OPCs may also contact the bank’s customer service at any time to request information on a specific account.
b. Program metrics will be implemented in each contracting office to provide the SCO, A/OPCs, and key Army officials with an assessment of the risk environment and feedback as to whether card programs are satisfying overall strategic goals. All A/OPCs will utilize the reports identified in Table 17-1 and 17-2 to review performance metrics and any systemic deficiencies requiring corrective action(s).
c. A/OPCs should maximize utilization of reports available on the GPC Business IT systems web sites such as the IOD and AXOL. The reports can assist with conducting periodic and annual surveillance inspections along with overall GPC Program management. Many reports are available through the servicing bank’s EAS, IOD, and PIEE system to assist A/OPCs in the management and oversight of the GPC program. In addition to reviewing these reports, A/OPCs at all levels should perform and maintain certain metrics to assess the performance of their program. These metrics include, but are not limited to, the following:
Table 17-1: GPC Metrics
| # | GPC Metric Description | GPC Metric |
|---|---|---|
| 1 | Monthly Delinquency Percentage - zero tolerance - any percentage of receivables over 180 days past due. | < 0.75% - of its total receivables over 60 days past due. |
| 2 | Span of Control - Level 4 A/OPC to Accounts (re-evaluated biennially) | 1:250 accounts |
| 3 | Span of Control - Billing Official to Cardholder Accounts | 1:7 accounts |
| 4 | Span of Control – Maximum number of cards per CH | 3 |
| 5 | Annual Assessment Checklist – Level 4 A/OPC | 100% Annually |
| 6 | PMR - Level 3 A/OPC reviews all Level 4 A/OPCs | 100% Every 3 Years |
| 7 | PMR - Level 2 A/OPC reviews all Level 3 A/OPCs | 100% Every 3 Years |
| 8 | Convenience Check Reviews | Annually |
| 9 | Training | Prior to Issuance of GPC or prior to assuming duties |
| 10 | CH review of Account Statement Monthly | 3 business days from cycle end date (19th ) |
| 11 | BO Certification of Billing Statements Monthly | 5 business days from cycle end date (19th ) |
| 12 | Level 4 review of all BO and CH credit limits | Annually |
| 13 | Level 4 review of the ongoing need for all GPCs | Annually |
| 14 | Retention of BO financial records | 6 years |
| 15 | Separation of Duties | BO, CH, RM, APO, A/OPC must be separate individuals |
| 16 | Dispute Transaction with the Servicing Bank | CH has 90 days from the date the transaction posted to the account |
| 17 | IOD Data Mining | Table 11-1, 11-2, 11-3 |
| 18 | Upload transaction supporting documentation in the bank’s EAS | 100% each transaction |
| 20 | Independent Receipt and Acceptance | 100% each transaction |
| 21 | Rebates – percentage per spend volume on micro purchases | 1.8% |
| 22 | Suspend purchasing under accounts with open data mining cases or incomplete monthly reviews | NLT 55 days after the billing cycle end date (19th) |
| 23 | A/OPCs may suspend BO Accounts with open DM cases | 30 days after billing cycle end date (19th) |