CBA Success Story

Centrally Billed Accounts (CBA)

In 2006, the U.S. Navy was having difficulty implementing the CBA module within DTS, and considered abandoning this promising enhancement. CBA requires a high level of expertise to use effectively, so ICG showed the Navy how to turn this around. Our analysis identified two main challenges: 1) overcoming the technical deficiencies of the current system, and 2) enhancing the expertise of Navy administrators and improving their effectiveness.

So we provided a team of dedicated, single-source SMEs who redesigned and customized the CBA training program to focus on specific customer needs (72% of all participants rated our training as “Very Helpful”). ICG also initiated a mentoring program, and consolidated the management of Navy DTS CBAs under the Navy DTS PMO.

Our solution lowered transaction fees and is enabling the Navy’s continued migration to a more efficient system primarily using Individually Billed Accounts (IBAs), but this was a big step in the right direction:

Account delinquencies fell 75%, from $1.8 Million to $343,000.
Total transactions have doubled since the beginning of the Navy’s use of the CBA.
Helped shut down legacy travel systems and processes.