Transcript Vendor and Customer Self- Service (VCSS)

Introduction:
This VCSS training session has been developed to provide :
I.
II.
III.
I.
A quick overview of VCSS
A walk through of the main VCSS features
Solutions to the common issues/errors reported by Customers
Overview:
VCSS was implemented by GSA in August 2011 to replace WebBill. It is a web-based application that
allows customers to:
a.
b.
c.
d.
e.
View billing and payment information;
View correspondence information;
Link to external websites;
Export billing data to CSV;
Manage their own accounts, review account history and submit new correspondences to GSA.
II. A screen shot of the VCSS Home page
System Requirements needed to use VCSS
Contact information in case you need further assistance
Help Section has training guides (both in word , Power point or videos), FAQs,
updated instructions on how to download as CSV, or how to use VCSS with IE 9.
III. Common Issues/Errors reported by Customers & the
applicable Solutions
•
•
The issues identified in the next slides are not covered under the “Frequently Asked Questions” in
the Help Section on the VCSS website.
These issues/errors have been categorized as follows:
–
–
–
–
User Access
BOAC Registration
Viewing & Printing Bills
Account Management
User Access Issues:
1.
Why do I receive an error when trying to
log in, stating:
a.
b.
2.
Log in attempt failed. Please try again.
Unexpected error occurred. Please
contact your System Administrator.
Why does the system hour-glass and
freeze after I have logged in?
Solutions
a. Make sure you are using your valid VCSS user id and
password -- not Webbill credentials to log into VCSS.
Your user id is usually your firstnamelastname all in
lower case. After a few failed attempts, your account
will be locked in VCSS and you’ll need to contact OCFO
helpdesk at 1-866-450-6588 to reset your password.
b. The settings within your local browser may be
preventing you from navigating VCSS. Contact your IT
department to ensure that your computer is
compatible with the VCSS requirements. (See VCSS
homepage for system requirements)
2. Same as above (b).
BOAC Registration Issues:
Why do I receive an error while trying to register my
BOAC stating:
a.
Company Name already registered?
b.
BOAC should be alphanumeric?
Solutions
a. A company may have more than one BOAC registered
under the same name, click “continue” to complete
the registration. However, if the error persists, check
to confirm that you are registering the BOAC with the
valid name as registered with GSA. If you are unsure,
contact your GSA Representative for the correct
information.
b. The BOAC number is incorrectly entered, check to
confirm you are entering the correct BOAC number, if
error persists, contact your GSA representative.
Viewing & Printing Bills
Issues:
1.
Why can’t I view any records for my BOAC –
search query does not return any results?
Solutions
1.
•
•
2.
Why is it that when I select a statement #
and click “View as PDF” or “View as CSV”, it
takes me back to the same screen?
2.
If it is a Military BOAC, please add “F” at the end of
the BOAC.
You may not be authorized to access this BOAC,
please refer to the VCSS home page to request
access to the BOAC using the “Access Request”
option. If the BOAC is not yet registered with VCSS,
please register it and get access using the “Register
Company or Account” option.
If you already requested access and were granted
access, contact the OCFO help desk at 1-866-4506588.
You have a security pop up blocker preventing you
from downloading the file in CSV or PDF.
To disable the pop-up blocker, do as follows:
•
Click in the highlighted message in yellow that states: In order to
protect your security, Internet Explorer blocked this site from
downloading files to your computer. Click here for options…
•
Select “Download file”
•
Click “Retry”
–
After approx. 1 minute, the file download window will
appear if you selected to view file as PDF.
–
If you opted to view file as CSV, after clicking “retry” you
will be taken back to the search results page, click “View
as CSV” again to download file.
Viewing & Printing Bills
Issues:
3.
Solutions
3. BOAC was registered in VCSS after the bills had been
generated and therefore the PDFs were not stored in
VCSS but can be manually transferred upon request.
However, these bills can be vieiwed as CSV. Call the
OCFO help desk at: 1-866-450-6588 to have the PDFs
transferred.
Why do I receive an error stating: No
Statement Available, when I select a
statement number and click on “View as
PDF”?
Note: Bills (PDFs) relating to August 2011 and prior
cannot be transferred to VCSS, instead, they can be found in
webbill.
4.
Why does the PDF statement contain so
many BOACs (prints the whole agency bill)
yet I specifically requested one BOAC?
4. This happens with all IPAC bills when downloaded as
PDF. IPAC bills were set up to generate at ALC level
and not BOAC level.
To narrow down the search to the requested BOAC, do
as follows:
•
•
•
•
Go to “Edit” on the PDF download file
Select “Find”
Enter the specific BOAC number
Click “Search” to go the specific pages associated with
the requested BOAC
Viewing & Printing Bills
Issues:
Solutions
5.
5.
When viewing as CSV, why doesn’t the file
return all the account details or columns?
This may be due to:
–
–
•
To view file as CSV with all details/columns:
i.
ii.
iii.
•
Downloading the CSV file from the “View and Print
Statement” option or,
Not having access to certain BOACs associated with a
statement number
From the “Statement” drop down menu option, select
“View Details”
Enter the appropriate parameters and click “Search”
When the search query returns the records, click on
“View as CSV”.
If you don’t retrieve all the details, check to confirm
that you have access to the BOACs associated with
the missing details.
Account Management Issues:
Solutions
1.
How do I update the Account Administrator
for my BOAC?
1.
Go to the VCSS homepage and click on the “Manage
Account” hyperlink. Complete the form as requested.
– If the current Account Administrator left the
company/Agency, send an email to
[email protected] stating so.
2.
How do I update the Account information
associated with my BOAC such as company
address?
2.
Log into VCSS and on the Account Menu strip, click on
the “Correspondence” Tab then select “Create an
account correspondence” option. Complete as
requested and submit to GSA.
3.
How do I update my User account
information such as password?
3.
Log into VCSS and click “Preferences” on the top
right hand corner, then select “User information” and
complete as requested and click “Save”.
4.
How do I reset my password if I have
forgotten it?
4.
If you set your security questions, use the “Forgot my
password” link to reset your password otherwise call
the OCFO Help desk at 1-866-450-6588
Questions