MOVING FORWARD
RT 46 Department of Transport Fleet Management Tender
Fleet Management-Call-Flow-Guide
RT46
Background Purpose
Your readiness to the new RT46 contract is a priority
to us and this short guide will help you understand
how best to get in touch with us should you require
any assistance.
Please remember that as of the 1 of April 2014, the
new RT46 contract will be implemented with
changes to processes. As a user you must have an
understanding of the new requirements and
processes for you to benefit from the services
available to you.
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Background Purpose
As of 1 April 2014, the RT46 contract will feature process that you need to familiarize
yourself with. By now you would have received a number of artifacts and Standard
Bank’s Fleet Management material.
This material is highlighted in the blue pack and will serve as a reminder in the event
that you require assistance.
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Contents of the blue envelope/pack
The contents of the envelope sent to you include following material
Maintenance label
Fleet User Guide and a Managed Maintenance brochure
Roadside Assistance Stickers
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What you need to know….
Let’s first accept that there are a number of scenarios that are likely to occur during
the lifecycle of RT46 contract and this short guide will help you navigate through those
scenarios.
Please note there is only one number you need to know in the event you experience
or need to report:
•A declined Card Transactions;
•A need for Service and Repair Authorisations;
•A need for Roadside Assistance; and
•A Lost or damaged Card.
0860 106 249 &
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What you need to know as a Government Official/SAPS
When calling the Call Centre for assistance you will hear this voice recording , “Welcome to
Standard Bank Fleet Management. Please listen carefully and select one of the following three
options”:
•For declined Fleet Card transactions, press 1.
•For Government Fleet enquiries, press 2.
•For any other fleet management enquiries, please hold the line for a consultant.
As a government fleet customer or official you only need to select option 2.
Whilst option 1 and 3 seem to be obvious options to choose from,
selecting them will refer you to an incorrect destination. Option 1
and 3 are provisioned for pre-existing fleet customers.
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What you need to know as a Government Official/SAPS
As a government fleet customer or official/SAPS you form part of the RT46 contract
therefore when dialing into the call center please only select option 2, then all sub options
to assist your specific needs will be available to you for selection.
Remember options 1 or 3 are
applicable to existing Customers
only.
Options 2 has been specially ringfenced for you as a Government
specific Customer/SAPS.
Existing customers
This is you as a government
This means
Official/SAPS. You are part of the RT46
contract and you will therefore when
necessary dial into our call center,
Customers that have been with Standard
Bank Fleet Management prior to 1 April 2014
and are not part of the RT46 contract.
0860 106 249
Then
They will dial the call center number and will
Only Press 2
press either option 1 or 3
Not
Option 1 or 3
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What happens when you press 2?
“For Government Fleet enquiries, press 2” - Now that you have pressed option 2,
the following sub- options will be made available for you to further select the type of
support you require:
•For declined fleet card transactions, press 1
•For State Officials maintenance pre-authorisations, press 2
•For merchant maintenance authorisations, press 3
•For roadside assistance, press 4
•For general card enquiries, press 5
•For general merchant enquiries, press 6
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So to simplify further
First Dial
Then
Press 2
Select an
option for
your
query
1
For declined fleet card
2
Maintenance preauthorisations
3
Merchant maintenance
authorisations
4
Roadside assistance
5
For general card
enquiries
6
For merchant enquiries
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Options 1-6 explained
1
For declined fleet card
This is where a fleet card transaction was declined at the fuel station and the vehicle
driver must then phone and select this option to ask for the transaction to be
overridden.
Overriding any transaction will be done only if it was a valid transaction.
Once overridden, we will call the driver and ask him/her to instruct the merchant to
swipe the card again, upon which the transaction will be authorised if the exact
amount that was previously declined, is entered by the merchant.
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Options 1-6 explained
2
Maintenance preauthorisations
For maintenance transactions, State Officials (in most cases a Transport Officer) must
phone in for a pre-authorisation and select this option where they will be given a
reference number and the name and address of the merchant/dealer where the
vehicle must be taken to for the service or repair.
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Maintenance Pre-authorisation
What you need to know:
•The vehicle’s repair is controlled and authorised by Standard Bank
Fleet Management.
•Use this maintenance label as a form of identification when any
service, repair or maintenance work is under taken on the vehicle.
•Make sure that the label is affixed to the front cover of the Service
Hand Book of the Vehicle.
•Always obtain prior approval from your Fleet/Transport manager to
have the vehicle serviced or repaired.
•Inform dealership that the vehicle is on Standard Bank Fleet
Management’s Government Managed Maintenance and authorisation
is required from Standard Bank Fleet Management before any repair or
service is carried out.
•Do not present your fleet card for payment as the transaction
will be declined
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Options 1-6 explained
3
Merchant maintenance
authorisations
Once a vehicle was taken to the merchant/dealer, that merchant/dealer must phone
and select this option to obtain an authorisation from us before the work on the
vehicle will be paid for by Standard Bank.
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Options 1-6 explained
4
Roadside assistance
If a vehicle breaks down or was in an accident and cannot be driven any further, the
vehicle driver can phone and select this option where we will provide a reference
number to the driver and then pass the call on to the Automobile Association (the
AA).
The AA will obtain further information from the driver, i.e. vehicle registration number,
nature of the problem with the vehicle, and the exact location of the vehicle. The AA
will then tow the vehicle to the nearest merchant or Government Garage.
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Roadside Assistance
What you need to do:
Please ensure that you affix the sticker inside your
windscreen for ease of identification when assistance is
to be rendered.
Call the number on the sticker in the event you have:
•
Breakdown of your vehicle;
•
A flat or damaged tyre and you need assistance;
•
Run out of fuel;
•
Flat or run-down battery and need jump starting of
your vehicle; and
•
Keys locked in a vehicle.
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Options 1-6 explained
5
For general card
enquiries
This option is for any other queries by Government officials on cards. This may be
queries about their vehicle fleet in general (e.g. to report lost/stolen cards, to ask for
vehicles to be moved from one cost center to another, account queries, etc.).
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Options 1-6 explained
6
For general merchant
enquiries
This option is for merchants with any queries other than authorisations. Merchants
may for instance have payment queries, or it may be a new merchant that wants to
come onto our Merchant database.
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For any queries please call the number below
0
8
6
0
1
0
6
2
Then
Then
Select an option for your query.
4
9