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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.