USCG Pay & Personnel Center

Direct Access User Guides Retiree Self-Service E-Gov Travel System (ETS)

Travel (TVL) Branch

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Customer Service Feedback

Mailing Address:

Commanding Officer (Staff Symbol)
U.S. Coast Guard
Pay & Personnel Center
444 S. E. Quincy St.
Topeka, KS 66683-3591

Telephone

(866) 772-8724
0730-1600 (Central time) M-F

E-Mail

PPC-DG-CustomerCare@uscg.mil

Web Content Manager

Welcome to ETS

ABOUT ETS

The E-Gov Travel Service (ETS) is a governmentwide, web-based, world-class travel management service. This streamlined service continually applies commercial best practices to realize travel efficiencies and deliver a transparent, accountable, and sustainable service that yields exceptional customer satisfaction.

ETS enables the government to further consolidate travel services, platforms, and channels, improve leverage of government travel spending, reduce waste, and increase transparency for improved accountability. This directly aligns and supports the Office of Management and Budget Memo M-12-12 regarding Promoting Efficient Spending to Support Agency Operations with respect to travel.

ETS’s benefits and features include:

Optimized online travel planning enabling informed cost decisions, at the point-of-sale, by identifying the lowest available airfare that is policy compliant.
Create and manage travel authorizations, manage the approval process, submit vouchers, and receive reimbursements, all online.
Mobile capabilities allow the approval of authorizations and vouchers, receipt capture, and itinerary management.
Flexible auditing based on agency business rules, which notify the traveler and the approver when a selection is out of compliance.
System is fee based using GSA Master Contract Schedule for booking/vouchering. Cost is directly billed to the traveler and travel funds are allocated to reimburse the traveler at settlement.

ETS FAQ'S

Frequently Asked Questions PDF - May 9, 2024

ETS2 Types and Roles

Role Name	Role Description
USER TYPES E2 provides each system user with access to features and functions appropriate to a specific user type and role. All users are assigned a user type during the initial user configuration process. E2 supports the following user types:
USCG Traveler	As a federal traveler, you can create, modify, delete, route, and print travel documents for yourself, as well as for any other travelers who have given you permission to arrange their travel. Any user, regardless of user type or role, can perform traveler or designated travel arranger functions.
USCG Auditor	As a federal agency auditor, you can approve or revise a travel voucher or voucher amendment (with comments). If you are performing post-payment audits, action is limited to approval.
USCG Approver	As a federal supervisory travel approver, you can approve, revise, route, and print travel documents, including vouchers, local travel claims, advances, and amended documents, with comments and accounting functionality.
USER ROLES User roles provide users of any type with access to specific features and functions. User roles are assigned to a user of any type during the initial user configuration process. For example, a user with a user type of Approver can also have the role of Arranger. The following user roles can be assigned to a user of any type.
USCG Arranger	Travelers can designate any user within their group as someone who can arrange travel for them. If you have the user role of Arranger, however, you can arrange travel for any other user to whom you have access, without having to be designated as a travel arranger by specific travelers. Arrangers are identified as any user with an arranger access level of minor customer (or higher). The arranger access level controls the group of users for whom you can arrange travel automatically. For example, if you have an arranger access level of major customer, you can arrange travel for any user within your own workgroup and within any other workgroup associated with your major customer. (The Arranger Access level field is part of your user account settings and is managed by an E2 travel policy manager.) As an arranger, you can view a list of all users for whom you can automatically arrange travel by clicking Travel for Others in the E2 task bar.
USCG Self Registration Validator	Validators are identified as any user with a Self-Registration Validator access level of minor customer (or higher). As a validator, you validate user requests for E2 user accounts.
USCG Administrator	An administrator is an E2 user within an organizational structure who has a specific set of advanced permissions. Administrators can assist you with travel policy questions specific to your agency, as well as with other issues related to E2 features and functions. Administrators may be at SPO and unit levels. • Create, delete, and manage user accounts and user profiles • Define major and minor customer settings • Add notes to, and remove notes from, the customer hierarchy • Manage approval routing pools, routing rules, and routing templates • Manage financial systems, accounting codes, and funds • Customize informational messages and emails, and manage user bulletins

To ensure a positive experience for everyone, we kindly ask that all interactions with our technicians be conducted respectfully.

Please note our Ticket System does not reply with an assigned number.

CUSTOMER CARE INQUIRIES

PPC Call Center Technicians are prohibited from performing most inquiries.

All Active Duty and Reserve members requesting PPC assistance must submit a PPC Customer Care Ticket. Please see FAQ page for more details: CCB FAQ

Customers are directed to contact their P&A Office for any errors or questions on pay and/or personnel issues. If the P&A Office is unable to resolve it, the P&A Office is to contact the servicing SPO. If the servicing SPO is unable to resolve the issues, the SPO will contact PPC.

TRAVEL INQUIRIES

PPC Customer Care Call Technicians do not have the ability to unlock any users accounts.

Any member with travel related inquiries will need to be contact your local travel AO. If your AO is unable to resolve the inquiry, your travel AO must submit a PPC Customer Care Ticket for assistance. Please see FAQ page for more details: CCB FAQ

RETIREE/ANNUITANT INQUIRIES

PPC Call Center Technicians are prohibited from performing most inquiries.

We assist customers through getting issues identified and elevated by creating trouble-tickets for review and action that to go to the Retired Annuitant Services (RAS) branch. You may also submit an email that feeds into the trouble ticket system via PPC-DG-CustomerCare@uscg.mil. Please ensure your request contains a front and back copy of members photo ID and all required forms located at: Pay and Personnel Center (PPC), Retiree and Annuitant Services (uscg.mil). Direct Access Self Service remains the most secure and efficient means of managing your account.

The Pay and Personnel Center (PPC) is committed to protecting customer information. The PPC Call Center has experienced numerous attempts by bad actors to access retiree information. The following are a couple of instances:

Over three months, a suspicious caller (male in his 20s) attempted to access a retired Coast Guard Commander’s account by calling PPC and through email inquiries. At the time, there was no power of attorney on file. PPC challenged the individual claiming to be the retiree because of the email address not matching what was on file.
PPC received an email impersonating a retired National Oceanic and Atmospheric Administration Lieutenant Commander. The email stated that the retiree’s identification card was stolen. The email address did not match what was on file. After a brief fact-finding effort, the retiree was in Texas and did not send an email. The email originated from Bakersfield, CA.

The examples above and numerous others drove PPC’s Call Center to change procedures to mitigate fraud attempts by bad actors. PPC strongly encourages retirees to make all changes to their accounts via self-service. However, we understand there are instances where retirees cannot update their information via self-service. Strict protocols are in place to protect the retiree’s information when self-service is not an option for updating account information.

First, the Call Center will not change account information over the phone.
All retiree requests for account changes must be submitted via a customer care ticket by the retiree and include the proper form for the transaction and a photocopy of a valid government photo identification card (front and back).
While PPC makes every effort to protect accounts from fraud, it does occur. When PPC identifies potentially fraudulent activities, the Call Center contacts the Retiree and Annuitants Services (RAS) Branch.
RAS will contact the retiree and verify if the retiree contacted PPC to request an update to their account information. When a retiree confirms they did not make a request, PPC places a lock on the Direct Access account, and only PPC can make changes.
Finally, PPC adds the retiree to a “be on the lookout” list shared by the Call Center and RAS to coordinate response efforts to respond to and prevent fraudulent activity.

NEW: Retiree FastPass Now Available!

To avoid a wait time, Retirees/Annuitants can now submit a PPC Retiree FastPass ticket.