Best Practices for Managing Account Holders

  • Train account holders on the proper use of the fleet account. Use ethics training as another source for instruction.
  • Develop a fleet hotline to respond to account holder questions.
  • Develop and maintain a fleet-specific website for your agency.
  • Publish answers to frequently asked questions related to fleet on your agency website.
  • Create an informational newsletter.
  • Send periodic reminders on agency fleet policies and procedures.
  • Hold orientation sessions with new account holders.
  • Provide the GSA SmartPay card-sized brochure, Helpful Hints for Fleet Card Use, to account holders.
  • Send an annual letter from your agency director reminding account holders of their responsibilities.
  • Provide a fleet training video for account holders.
  • Inform account holders to use the GSA fleet account for fuel and maintenance purchases under $100 for the assigned GSA vehicle ONLY.  For maintenance purchases over $100, follow maintenance guidelines.
  • Make sure account holders report lost or stolen accounts and any suspicious activity immediately.
  • Teach account holders to be diligent with their vehicle:
    • If the vehicle is under manufacturer warranty use roadside assistance programs; 
    • For preventative maintenance follow GSA instructions rather than vendor recommendations; and
    • If account holders have concerns about maintenance locations, please inform them to let you know.

Best Practices for Program Coordinators

  • Use online tools provided by the banks, GSA, and your agency.
  • E-mail updates to A/OPCs at all levels on program changes.
  • Review reports regularly and track trends in delinquency rates and charge offs/ write offs.
  • Use exception reports to detect misuse of the fleet account or unusual spending patterns.
  • Use ad hoc reporting tools provided by your bank to customize and/or develop your own agency reports.
  • Eliminate manual calculations by developing ad hoc reports that can be generated as needed.
  • Ensure that account information is properly secured and confidentially maintained in accordance with the security and privacy regulations of your agency, as well as with the Privacy Act.
  • Create a monthly newsletter/ memorandum to reinforce agency fleet account holder policies for misuse.
  • Perform an annual review of all issued accounts to determine whether each account meets the criteria for continued participation in the Federal Government fleet program.