BUMED Success Story

Scope:

Large command had many delinquent CBA accounts within DTS. They wanted to not only reduce the delinquency rate but redesign the reconciliation process so that DTS CBAs could be more proactively managed.

Action:

Immersion performed an analysis of CBA use and transactions across the command and evaluated the level of competency administrators needed to maintain CBA operations within desired state. From this data, Immersion recommended increased use of Individually Billed Accounts (IBA) and then helped BUMED redesign and streamline regional centric CBA operations. This resulted in a consolidation and reduction of the number of CBA accounts from 23 to 7. Each region then designated a DTS CBA subject matter expert (SME) to proactively manage the accounts and provide the desired subject matter expertise and knowledge of regional operating environments. Immersion provided one on one advanced CBA training to each regional SME, targeting resolution of the top 10 CBA issues facing each region.

Results:

Mandating the use of IBA throughout BUMED reduced the number of transactions involving CBA accounts. This recommendation in addition to building a more efficient and effective DTS CBA process within BUMED has significantly reduced delinquencies. Training for regional SMEs has also played a role in improving travel performance. SME turnover is always a consideration when dealing with a complex system, but Immersion has laid the groundwork necessary for CBA to be very successful at BUMED in the near future.

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