Department of Interior (DOI)

The questions below were completed by the agency and provide an overview of their permanent change of station (PCS) services.  To learn more about the business and technology side of their PCS services, please see the additional links at the bottom of the page. 

Question:   Describe your RRC and discuss how it improves the PCS experience for Federal travelers and relocation managers.

The Interior Business Center (IBC) RRC currently provides relocation coordination and voucher processing for four Department of Interior (DOI) agencies and seven non DOI agencies. There is a distinct advantage in using an RRC dedicated solely to relocation in that this degree of specialization allows for the best possible communication with federal travelers and relocation managers.

The IBC RRC stays current on all Federal Travel Regulations (FTR), Civilian Board of Contract Appeals (CBCA) decisions as they relate to relocation, and agency specific policy changes. The IBC RRC team has the depth of knowledge and experienced to provide assistance in all aspects of relocation.

Question:  In general terms, discuss the range of services offered to customer agencies by your RRC.  What do you consider unique, that makes your organization stand out from the others?  What does your solution do best?

The IBC customers have the option of selecting from an array of services to fit their organization’s needs.  The IBC is unique because it is able to provide as much or as little PCS support as an agency requires.  Our offerings range from basic voucher and invoice auditing ensuring compliance with the FTR, CBCA decisions, and agency policies up to, and including, full service relocation coordinating.  This would include distribution of agency handbooks, forms and questionnaires, counseling of transferring employees, preparation of travel authorizations and amendments, arranging for shipment of household goods, obligation of funds, preparation of vouchers, de-obligation of funds, and consultation in revision of agency relocation handbooks.  This would also include calculation of WTA, processing of RITA vouchers, and reporting of taxable/non-taxable income to the IBC Payroll Department for accurate W-2 processing.  The IBC is also unique since we currently offer three different financial systems in which we process relocation payments.  This allows an agency to specify the system which will produce the most seamless transition.

Question:  List any partners and/or agencies that assist you in providing your RRC services.

Relocation Management Worldwide (shipment of household goods),  IBC Payroll Services

Question: Briefly describe how you monitor/measure the performance of your RRC.

The IBC RRC monitors performance by Client Performance Metrics reports which are generated and issued to client agencies on a quarterly basis.  These reports incorporate the Service Level Agreement (SLA) between IBC and the client agency.  The NBC tracks every PCS document to ensure compliance with our SLA.  A minimum acceptable rate of 98% is maintained for all agencies.  Processing times can be customized to suit an agency's needs within the SLA. 

Question:  In implementing your RRC, how do you verify that the Federal Travel Regulation (41 CFR Chapters 300 through 304) is followed?

All dis-allowances and suspensions on vouchers, as well as bills of collection issued for third-party invoices, are thoroughly explained on a Notice of Action citing the applicable FTR reference.  All technicians in the PCS group use the same standardized text.  Any revisions or changes to the FTR are immediately incorporated into the standardized text.  This text also incorporates relevant CBCA decisions for scenarios which are not specifically addressed by the FTR.

Question:  Do you consider your RRC services an end-to-end solution?

Response:  Yes

Last Reviewed 2015-06-16