1. Military Surface Deployment & Distribution Command Personal Property Forum 7 April 2011

2. Opening Remarks 2 Lt Col Derek Oliver Deputy Chief of Staff Personal Property Directorate

3. 3 Agenda DP3 Update –Claims –BRAC –DPS Phase III –Volume Moves / One Time Only Requirements DPS Update Peak Season Mr. Mike Williams remarks Program Efficiency Review

4. 4 Claims

5. 5 Claims Analysis Number of Claims to Shipments per BOS Branch of ServiceShipment TotalClaims SubmittedPercentage Air Force 121,16312,345 10.19% Army 164,35814,748 8.97% Coast Guard 9,8551,122 11.39% Marines 32,2212,690 8.35% Navy 69,5295,532 7.96% Grand Total 397,12636,437 9.18% Total number of claims submitted Total number of shipments delivered complete Data period is from DPS inception thru present (01 Nov 2008 – 21 Feb 2011)

6. 6 Claims Analysis Claims Satisfaction Percentages Branch of Service Average Claims Satisfaction Score Air Force74.94% Army69.03% Coast Guard69.15% Marines70.820% Navy70.89% Total Average71.20% High number of claims open due to DPS Claims Module complexity 10% Claim Satisfaction Score decrease (past 12 months) Does not include Quick Claims, Non-temp Storage, or DPM

7. 7 Claims Module Current Interface is not intuitive Way Ahead Established a Claims Working Group −Military Claims Office, Industry Claims reps, SDDC, TC-AQ −Created mock up for ‘To Be’ claims module Working quick fixes for peak season –No fee quick fixes –Disclaimer language –Relocating the “Submit” button Ensure members review Claims Video on Move.mil prior to filing

8. 8 Base Realignment and Closure (BRAC)

9. 9 Army BRAC Status Outbound Impacts PP-15-10: Fort Bragg to Eglin AFB 840 Shipments, 1 July – 30 June PP-02-11: Fort Bragg to Eglin AFB 755 Shipments, 1 July – 30 September Solicited Volume Moves Impacting BRAC Locations Outbound & Inbound Impacts PP-03-11: Fort Knox to Fort Benning 546 Shipments, 5 March – 29 June Inbound Impacts PP-01-11: Fort McCoy to Fort Knox 50 Shipments, 1 April – 31 July PP-04-11: Fort Stewart to Fort Bragg 1,500 Shipments, 15 April – 29 July Sites involved with the Army BRAC but are not Army BRAC locations (such as Eglin AFB, Fort McCoy, & Fort Stewart) have been involved throughout the process SDDC is assisting with BRAC movements by: Facilitating coordination sessions Arranging for Volume Move extensions Troubleshooting issues with stakeholders Sharing knowledge capital Remaining in constant contact with involved PPSOs Staying abreast of BRAC activities and providing guidance Forecasting key events of high volume and providing direction for successful BRAC movements

10. 10 DPS Phase III

11. 11 New shipment Markets and Code of Service to replace Direct Procurement Method (DPM) managed shipments. Phase III Business Rules Shipment Markets Domestic Small Shipments (dS2) Shipment Code of Service Intra Country Moves (iCM) –Code of Service (COS) C Non-Temporary Storage (NTS) Requires FRN

12. 12 Phase III Business Rules Business Rules timeline SDDC Finalize Draft Business Rules/Submit to TRANSCOM J5/4 Service’s O-6 level Approves Business Rules 31 Mar 201130 April 2011 TRANSCOM Finalizes Business Rules TBD

13. 13 Next Steps TRANSCOM delivers final Business Rules to JPMO SDDC, TRANSCOM, and Services develop system requirements TRANSCOM incorporate requirements into contract solicitation TRANSCOM awards contract for Phase III capability System Initiatives Begin implementation of Phase III capability in DPS by FY13 Phase III Business Rules

14. 14 Volume Moves and One-Time-Only (OTO)

15. 15 Volume Moves/OTO Numbers: ~7,000 OTO shipments per year ~ 5,000 Volume Move shipments per year Challenges with legacy programs and process –Audits-Metrics-Not web based –Revisions -Interfaces Volume Move/OTO Capabilities / Improvements –Best Value Score-Metrics/Reporting Benefits to our Services customers 15

16. 16 VM in Production May’11 Completed VM Reqs Nov’10 16 VM Testing Completed 25 Mar 11 VM Testing Started 14 Mar 11 Started VM Reqs Aug’10 OTO in Production Oct’11 Completed OTO Reqs. Apr’11 OTO Testing TBD Started OTO Reqs. Nov’10 Volume Moves One Time Only Moves Volume Moves/OTO

17. 17 Volume Moves Awarded on Best Value –vs- Low Cost Allows for use by Multiple GBLOCs (75 mile radius of origin) PPSO/SDDC set Minimum Tonnage TSP places bid and Maximum Daily Capability DPS continuity (No shipment refusals, blackouts allowed) TSP bid must be lower than their rate on file Weight –vs- Number Shipment Allocations QA Actions Taken on all Markets regardless if VM or Standard Greater Report Capability Automated emails Reduced Paperwork 17

18. 18 One-Time-Only Create a new “OTO” Market –Encourage Greater Industry Participation, Minimize negative impact to iHHG & iUB –Increased Quality Assurance Controls Utilizing DPS Software Best Value Score Functionality –Facilitate OTO Awards based on Best Value Score –Improved Customer Service, end to end visibility (PPSO, SDDC, TSP, Customer) Streamline Program Management –Improved “Pre, During, and Post Shipment Capabilities –Leverage DPS PPCIG capability to reduce errors, ensure timely movement –Automated emails, reduced paperwork Shipment Visibility –TSP Oversight (SFR, Agent(s), U.S. Flag Claims ) –Improved Statistical Data and Tracking Options 18

19. 19 Placeholder DPS Update (Col Miller)

20. 20 2011 Peak Season

21. Insufficient PPSO/Industry training on DP3 –Webinars, policy/process updates Shipment distribution –Adjusted rate filing process/schedule –No resetting of TDL Capacity –Code 2, PMSC, Blackout functionality, SIT management Expectation management of DOD customers –Counseling webinar –Moving Tips for Members Weekly telecon with industry/services Monitoring peak season shipment awards 21

22. 22 Webinars TOPICPRESENTATION DATES 400NG training7/9 Dec 10 Analytics11/13 Jan 11 Claims18/20 Jan 11 Accessorial Pamphlet25/27 Jan 11 DPS Edit Capabilities1/3 Feb 11 Storage in Transit (SIT)8/10 Feb 11 Short Fuse process15/17 Feb 11 Blackout functionality22/24 Feb 11 10 Things a TSP should know1/3 Mar 11 10 Things a PPSO should know8/10 Mar 11 DTR Part IV Overview15/17 Mar 11 Capacity22/24 Mar 11 Counseling Do’s and Don’ts29/31 Mar 11 OTO/SS TrainingTBD

23. 23 Code 2 Definition: Movement of Domestic Household Goods in a Container from origin residence in CONUS to destination residence in CONUS. Use of commercial best practice containers is authorized. Shipments must always be containerized, will never be member packed, and cannot be left unsecured or outdoors. Separate code of service in the Domestic Market Awarded by the PPSO on separate TDL Ability to black out separately from Code D Loose load or crating of Code D still TSPs option Portable Movement Storage Containers or lift vans authorized for containerization under Code 2 SDDC PAM 55-12

24. 24 DP3 Quick Reference Guide DP3 Quick Reference Guide (Old Accessorial Pamphlet) –Example book –Origin/Destination Service Charge –Shuttle Service –Crating –Third Party Services

25. 25 QA Data Points Clarifications to U.Q. coming Pullback Turn-backs Missed pickups

26. 26 Notable Suspension Trends Significant market suspension increase during 2010 Peak Season Significant channel suspension increase during May 2010 due to TSPs filing rates on Intrastate channels without authority Starting in Peak Season 2010, significant Letters of Warning increases have occurred QA Suspension/Warning

27. 27 Pullbacks Member cancelling the shipment comprises almost all pullbacks in DPS Some other reasons include: –Double Booking –TSP or agent would not service –Offer timed out –Short Fuse Error –Offered to TSP on “blackout date” –Wrong shipment type A higher number of pullbacks occur during Peak Season Frequency of pullbacks to total shipments varies from month-to-moth from 2.70% to 4.66%. Pullbacks occur at a slightly higher frequency during Peak Season

28. Turnbacks 28 Date# TurnbacksTotal Shipments% of Turnbacks 13-26 Dec2410,7660.22% 27 Dec – 9 Jan194,2270.45% 10 – 23 Jan189,4230.19% 24 Jan – 6 Feb529,0570.57% 7 – 20 Feb148,0780.17% 21 Feb – 6 Mar178,5290.20% 7 – 20 Mar227,7390.28%

29. 29 Storage Inspection Fee New Item Code 105J – Storage Inspection Fee –Industry requested discussion regarding code 105J –DPS has been updated to support this item –Inspection Fee is $3.03 CWT –On delivery from NTS, TSP receives unpacking fee –(see 400NG and IT11)

30. 30 Short Fuse Maximum 2 identified logins to accepts short fuse shipments per SCAC –Reduce stress on DPS –Level playing field

31. 31 Alaska Rates Exploring use of a Single Factor Rate between CONUS and Alaska (including intrastate) in FY 12 Similar to current international SFR Transport options remain mode neutral (ocean or ALCAN Highway) Review use of separate rate areas –US8030400, US8050500, US8101000, US8190100

32. SDDC 32 Mr. Michael Williams Deputy to the Commander Surface Deployment and Distribution Command

33. 33 Customer Satisfaction Survey (CSS)

34. 34 CSS Trend NOTE: Monthly trends are explained through calculation techniques CSS Response Rates have Increased

35. 35 Survey Revision and Restructuring Utilized Service Member comments/feedback Conducted a full-spectrum analysis with the current survey –Question relevancy –Intent –Question types and sequence –Weighting scales Formulated new and revised survey questions –Better align with the objectives of the DP3 program Possible name change Customer Satisfaction Survey instrument name – Total Move Evaluation (TME) – Customer Satisfaction Score (CSS) – Customer Satisfaction Evaluation (CSE) CSS Rewrite and Name Change

36. 36 SECTION I: ORIGIN PPSO/PPPO 1.How responsive was the Government’s origin Personal Property Office to your questions and concerns via phone and email? >Excellent – answered all emails and phone calls - (60 pts) >Good - answered emails, never replied to phone calls or vice versa - (45 pts) >Satisfactory - seldom answered or returned any emails or phone calls - (30 pts) >Poor - only answered one email or phone call - (15 pts) >Unsat - never responded back to email or phone calls - (0 pts) 2.Were you offered the opportunity to be counseled by a PPSO? >Yes (20 pts) >No (0 pts) 3.Did the Government’s origin Personal Property Office communicate the importance of obtaining ETA login and password, completion of the Customer Satisfaction Survey and procedures for filing a claim? >Excellent (20 pts) >Good (15 pts) >Satisfactory (10 pts) >Poor (5 pts) >Unsat (0 pts) CSS – Potential Revised Questions

37. 37 SECTION II: TSP 4.Would you recommend this moving company to a friend, family member or associate? >Definitely Recommend (40) >Would Recommend (30) >Might or Might Not Recommend (20) >Would Not Recomment (10) >No-Definitely Not Recommend (0) 5.How well did the Transportation Service Provider contact and communicate with you prior to the pick-up of your personal property? >Excellent (12) >Good (9) >Satisfactory (6) >Poor (3) >Unsat (0) 6.Evaluate the quality of packing services provided at origin by the packing crew (e.g., labeling, organized, packed well or carelessly): >Excellent (12 pts) >Good (9 pts) >Satisfactory (6 pts) >Poor (3 pts) >Unsat (0 pts) CSS – Potential Revised Questions

38. 38 SECTION II: TSP (continued) 7.How well did the Transportation Service Provider meet the agreed upon date and time for delivery of your personal property? >Excellent - Showed up on time (12) >Good – Only a couple hours late (9) >Satisfactory – Several hours late (6) >Poor – Extremely Late (3) >Unsat - Showed up a day or more after agreed upon time (0) 8.At the time of delivery, the Transportation Service Provider is required to give you AT LEAST four documents: Legible copy of 619-1, Bill of Lading, legible copy of Inventory, Notification of Loss and Damage at Delivery, and Notification of Loss and Damage after Delivery. How many of these documents did you receive? >All four documents (12) >Three documents (9) >Two documents (6) >Only one document (3) >None (0) 9.Did the Transportation Service Provider exhibit professionalism (courtesy, attitude, etiquette, and demeanor) while handling your personal property? >Excellent – Very professional (12) >Good – Somewhat professional (9) >Satisfactory – Could use a lot of improvement (6) >Very unprofessional (0) CSS – Potential Revised Questions

39. 39 SECTION III: DESTINATION PPSO/PPPO 10. Evaluate how satisfied you were with the destination Personal Property Office that may have assisted you in one or more of the following: Where and how to complete Customer Satisfaction Survey, communicating with the TSP regarding the status of your shipment and/or process to file a claim, etc. If you were not in contact with, or did not use the destination Personal Property Office, please answer Not Applicable. >Excellent (100 pts) >Good (75 pts) >Satisfactory (50 pts) >Poor (25 pts) >Unsat (0 pts) >N/A CSS – Potential Revised Questions

40. 40 Program Efficiency Review

41. 41 Program Review Goals Improve efficiencies Reduce complexity Standardization Incorporate best commercial processes Outdated business model

42. 42 Program Review Goals CFAC Definition Financial resource affiliations Administrative personnel Rate filing restrictions Domestic definition International definition TSP Definition One Company = One Authority Assets Equipment/Trucks Packing Crews Warehouse space

43. 43 Program Review Goals Managed Authorities Does not fit into DPS business model Creates additional layer between TSP and customer Open Season After new TSP definition/CFAC rules implemented Fall of 2012 earliest projection

44. Wrap up QUESTIONS? 44