Technology and Support Fee

What is the new fee?

Effective July 1, 2025, CITI Program will introduce a new annual Technology and Support Fee for high-utilization organizational customers.

What is CITI Program’s commitment to our customers with this new fee?

CITI Program remains committed to providing industry-trusted course content at reasonable costs to all subscribers while remaining transparent with fees and giving ample notice for organizational budgeting.

Why is this fee being implemented?

We have managed to keep our base subscription price at the same rate since January 2019. However, due to economic inflation and the significant increase in online course utilization following the pandemic, our technology and support costs have risen over the past five years.

When will the fee be implemented?

The new fee will be assessed starting with July 2025 subscription renewals.

Who will be affected by this new fee?

This new fee will only apply to subscribing organizations with an average of 251 or more completion reports per site per year.

Will all customers incur the Technology and Support Fee?

No, organizations with 250 or fewer completion reports per site per year will not be subject to this new fee.

How is the annual Technology and Support Fee calculated?

The new fee is based on two factors:

• The number of sites your organization subscribes to.
• The average number of completion reports (CRs) over the one- to three-year look-back period.

What is a Completion Report (CR)?

A “completion report” (CR) is earned once a learner has completed all required module content of a course or webinar, including finishing all quizzes with a passing score and earning a completion certificate. 

What is a “Site”?

A “Site” is a facility or organization operated by or affiliated with a subscribing organization where 30 or more employees, agents, or students will complete CITI Program courses each year. 

How will the fee be assessed?

The fee will be assessed annually on a tiered basis depending on usage volume above the 251 completion reports per site per year threshold.

How do I reduce my Completion Reports (CR)?

CITI Program encourages the use of the training program for all appropriate situations. To minimize erroneous Completion Reports (CRs), we recommend the following:

• Utilizing technology services such as Single Sign-On, and/or
• Access Control to manage legitimate affiliations with your organization.
• Affiliate Management – Organization admins can remove inactive users to prevent future CRs.

Important Considerations:

• We cannot merge multiple courses to reduce CRs due to compliance concerns.

• Unaffiliating users does not remove past CRs but prevents future completions under your organization.

If we have a renewal invoice due before June 2025, does this new fee apply to this invoice?

No. This fee will begin to take effect for invoices renewing on or after July 1, 2025.

What if my organization is on a multiple-year contract with CITI Program; will this annual fee affect us?

At the time of your contract renewal, the Technology and Support Fee will be assessed if applicable.

How will we be informed about our tier and fee?

Over the next several months, we will email specific information to those organizations subject to the new Technology and Support Fee

Who do I contact for more information on what my Organization's specific usage is and what the fee will be?

At this point, we are not able to share organization-specific information. This will be communicated on a rolling basis a few months prior to the impacted renewal invoice. We appreciate your patience. Please wait to hear from us and keep your billing contacts updated.

Where can I update my organization’s billing contact?

Please use this form to update your organization's billing contacts: https://about.citiprogram.org/provide-your-organizations-billing-information/

How will this new fee be added to the invoices?

This will be a new line item on the invoice for accounts that are subject to the new fee based on usage.