eGov/Mil Newsletter: January 24, 2019
In this Issue:
- DoD Household Goods (HHG) Request for Information (RFI) Update
- JPPSO-NE TSP/Industry Meeting
- USTRANSCOM Spring Personal Property Forum (PPF)
- USTC Code 2 Concept of Operations (CONOPS)
- IAM in Partnership with Association Revenue Partners
- TSP Scorecard Initiative
- DoD Installation Access Regulation
- DP3 Advisory Panel Teleconference
- DP3 Tender of Service (TOS) Update
- MilMove Update
In late November, USTC published an RFI on Fed Biz Ops seeking information to determine the availability and technical capability of the business community to provide HHG Move Management Services. Interested respondents had to have their replies in by 18 December. USTC received 22 replies to the RFI from industry. They categorized 6 of the inputs as fully responsive to taking over the whole DoD HHG program.
USTC is now working on writing a Performance Work Statement (PWS) that will outline the contract requirements for outsourcing the DoD HHG program. They are inviting representatives of the Services to Scott AFB in February to help finalize the PWS draft.
USTC also stated that they intend to hold an “Industry Day” with all interested parties to discuss the parameters of the proposed contract PWS likely in the 19-20 February timeframe, near Scott AFB, IL. Further information about the Industry Day will be posted on the Fed Biz Ops website.
Further updates on this initiative can be found in the DP3 Advisory Panel update below.
Sources: USTRANSCOM; IAM
JPPSO-NE TSP/Industry Meeting
JPPSO-NE will host a TSP/Industry meeting on 9 April, 2019 at Hanscom AFB in Bedford, MA. The invitation is to all providers within the JPPSO-NE area of responsibility. See the attached memo for agenda items, times and locations. RSVPs are required by 18 March, 2019 to Kristina.firstname.lastname@example.org.
USTRANSCOM Spring Personal Property Forum (PPF)
USTRANSCOM published a Personal Property Advisory on 22 January outlining details of the Spring Personal Property Forum. The PPF is scheduled for 19-20 March at the Four Points Sheraton. Attendees must register by 15 February. The agenda and registration requirements are online.
USTC Code 2 Concept of Operations (CONOPS)
USTRANSCOM issued Advisory #19-0022 outlining their Code 2 Claims Reduction Initiative along with the new Code 2 CONOPS. The CONOPS is effective immediately and calls for PPSOs to use the criteria as outlined in the CONOPS to achieve a Code 2 usage rate of 12% for the 2019 Peak Season. Current Code 2 rate is approximately 6%. Associations and industry representatives articulated additional parameters to USTC’s original Draft CONOPS. Some of those additional parameters were accepted by USTC.
IAM in Partnership with Association Revenue Partners
IAM has signed a contract with Association Revenue Partners to sell ads on the IAM website, IAM Connected, and in our newsletters. Please welcome their calls as they try to help your company be seen by the whole membership. Contact Carl Weaver.
On 16 January, USTC announced via a Personal Property Advisory that beginning 18 January, 2019 DP3 customers will have access through DPS to view a TSP’s average customer satisfaction survey scores by market (domestic HHG, international HHG, and international UB).
Per the advisory, average scores displayed will be computed using a rolling 12-month average. It is not clear yet how often those scores will be updated.
Per conversations with USTC, the data will be provided in DPS via a query-able spreadsheet that will list TSP SCAC, company name, number of shipments delivered, number of returned CSS scores, and overall average by market.
IAM and member TSPs responded to USTC with multiple concerns over posting this data and making it viewable to service members and DoD civilians who have access to DPS. We also recommended that if scores must be posted, they be posted using a key where only USTC and PPSOs know all the TSP names, and members would have to contact the PPSO to find which TSP CSS average was associated with their shipment. USTC’s only response to this request to date is that this initiative came from the highest levels in DoD and from Congressional inputs, and is a part of senior leader calls for USTC to provide more transparency in DP3.
Source: USTRANSCOM; IAM
On January 2, 2019, DoD published DoD Manual 5200.08 Volume 3, “Physical Security Program: Access to DoD Installations.” As the title suggests, it assigns responsibilities and prescribes procedures for controlling physical access to DoD installations. It also provides standards and methods for verifying the identity of and protocols for determining the fitness of individuals entering DoD installations. This is DoD’s attempt to provide greater standardization across the Services for installation access.
Of note, the Manual requires DoD Component Heads with authority, direction or control over installations to field ePACS (electronic physical access control system) at all component installations. This will be the system all DoD installations must eventually use for installation access. ePACS is the IT system that will provide a “grant” or “deny” decision or recommendation on installation access.
In reading the manual, it appears there are still significant variations that installations can employ to control installation access, and until all installations have ePACS with IMESA (Identity Matching Engine for Security and Analysis) functionality, then methods of verifying access will continue to vary somewhat. The good news is, ePACS with IMESA is the standard that all must work towards. And once fully fielded, it should cut down on variations significantly, although I suspect not completely. Read the manual.
Source: Washington Headquarters Services; OSD
IAM participated in a tele-conference with the DP3 Advisory Panel on 22 January. The panel consisted of IAM, AMSA, USTC Personal Property staff, USTC Public Affairs, Defense Digital Services (contractor for MilMove), and leaders of various DoD Spouse Groups. As stated in previous updates on this subject, the purpose of the panel is for USTC to hear “the voice of the Spouse” in the move process.
COL Lounsbrough was asked by Spouse panel members to walk through the overall DoD move process for the benefit of the spouses on the call. A good portion of the call covered this topic. Spouses asked questions along the way.
COL Lounsbrough also covered some updates for the panel:
- Last week COL Lounsbrough visited the Senate Armed Service Committee professional staffers. They asked for an update on why things were bad last peak season, and what was being done to improve the upcoming peak season. One staffer presented correspondence the Senator’s office had received on a “nightmare move” and asked what was being done to fix it. The staffers then asked if the upcoming peak season would show improvement. COL Lounsbrough stated that he told the staffers he believed this peak season would be better than the last, but that he can’t account for social media portrayals of what is going on with the program, and that these individual accounts aren’t necessarily a reflection of what is happening in the program as a whole.
- COL Lounsbrough discussed with staffers and with the panel the work going on at the Office of Secretary of Defense (OSD) level between a cross-functional team of the Service Personnel staffs, and Service Logisticians. In an unprecedented effort the staffs that manage personnel policy for each Service, and the staffs that manage transportation and logistics, are working together on initiatives that could impact DoD permanent change of station (PCS) moves, with a focus on how to make things better in the Peak Season. Three main areas being worked are:
- Working to make sure PCS orders flow directly into MilMove from the personnel system (not something that will help in DPS or this peak season).
- Personnel staffs are focusing on how they can cut PCS orders much earlier than in the past, so the transportation community can better project where people are moving from/to, and when they need to be there.
- And the group is looking to find ways to smooth demand for the Peak Season, and within the peak of the peak season.
- COL Lounsbrough mentioned that a member of the USTC Strategic Plans, Policy and Logistics Division was put in charge of the effort to establish the USTC 24-hour call center that members can call with questions about their move.
- COL Lounsbrough described to the spouses that USTC was looking at a new contract mechanism to change the old tender based program to a contracted program. He told the panel they had received 22 responses, and of those, 6 were very credible as to how they could run the whole program. He said USTC is working the performance work statement (PWS) now that will define the contract requirements of a new program, and that USTC will invite Service representatives to USTC in early February to help finalize the PWS. He mentioned that while not official yet, it appears USTC Acquisition Division will hold an Industry Day around the 19th or 20th of February where those interested in the PWS will meet near Scott AFB to discuss the contract. You do not have to have submitted a response to the Request for Information (RFI) to attend the industry day. Specifics about the industry day will be posted soon on Fed Biz Ops. It appears by the way this contracting update was presented, that COL Lounsbrough believes this project is moving forward quickly.
- COL Lounsbrough articulated to the Panel that the new contract is the best way to get after accountability and efficiency and get those two things “back in the program”. And that right now, regardless of letters of warning or suspension, TSPs can get around those actions and not be impacted.
- USTC presented the DP3 Advisory Panel a series of claims statistics. The data is based on 5 years of data. The claims had risen slightly from ’13 to ’17. He said in 2018, 23% of shipments overall had a claim, and that international numbers are less than domestic. He stated the average claim paid is $2,642. Mold claims make up about 3% of claims.
- One of the spouses asked for data on inconvenience claims. USTC said they don’t track that data. Spouses also asked USTC to put out clearer data on inconvenience claims so they would know what a TSP was required to cover for that kind of claim. Of note, USTC stated that while they don’t currently track inconvenience claims, it will be part of the new contract as a performance measure that they will grade the contractor on.
- The spouses wanted to know what USTC was doing to get members 100% reimbursement for personally procured moves as a way to make PPMs more desirable for the member so they could entice more people to do their own moves and thus get greater satisfaction. USTC informed them that 100% reimbursement was more of a Service issue than USTC, since the Services pay the bill. But that the issue was raised to the OSD level per diem committee for them to review.
- COL Lounsbrough mentioned to the panel that another initiative just implemented was the TSP scorecard where, as of Friday night, service members could log into DPS and see the average CSS score for TSPs by market. One of the spouses mentioned her confusion during her last move over who was responsible for her shipment. The company that packed her stuff, the TSP on the bill of lading who contacted her, or the move management company who said they were coordinating her move?
Toward the end of the DP3 Advisory Panel telecon, USTC mentioned to the spouses they had sent them a copy of the new Tender of Service that is now on move.mil (move.mil/sme). We were told this is the TOS that will be in effect on 15 May for the new performance period. There is also a TOS on USTC’s DTR web page. That document is dated 15 January 2019 and is in effect now. See the updated TOS, that will be in effect on 15 May. The TOS that will come into effect in May includes changes to inconvenience claims for shipments coming out of storage-in-transit (SIT).
On 17 January, USTRANSCOM held its bi-weekly MilMove update. Jeff Clark from Defense Digital Services (DDS) provided most of the update. There are still 2 moves of the original 8 that have yet to complete. They will be picked up in January. The MilMove team "surveyed" the 6 service members who have completed their move. In terms of scheduling the move, 4 of the 6 mentioned they felt disoriented about the process and after counseling and entering their shipment information in the system, they didn't understand what the next steps were. DDS mentioned for the next moves they intend to add inputs in the system to give customers a better sense of what to expect once they enter their shipment information.
Four of the six recommended more pointers or tips along the way. DDS said they'll likely use an email to the customer before the move that has instructions and tips, etc. However, per the 6 service members, email is not their preferred method of contact. All advocated for use of texting instead of emailing. DDS mentioned that based on this feedback, they are giving higher development priority to text capability in the system as they move forward. Of the emails the members were to receive from MilMove during their move, 5 of the 6 said they never received the emails. DDS was confident the emails were sent, but is researching why the members felt they didn't get it (SPAM folder, etc).
Per DDS, participation at the PPSO level and PPO at destination was very controlled which led to some members not knowing who to contact for support at the installation when they needed help. This was more of a function of the parameters put around these first few moves than an overall problem.
DDS mentioned that TSP interaction from the customer perspective was generally positive. This being the first moves of their kind, a few service members felt like their interaction with the TSP was a little delayed, which made them nervous that maybe their shipment had slipped through the cracks, and they advocated for TSPs making contact with the member earlier in the process to ease that anxiety.
DDS met with Air Force PPA with regard to these AF moves. Per PPA, there were no show-stoppers on the PPSO side. USTRANSCOM intends to push out another 10-20 Air Force moves in February, and they are asking the Marines for participation in February for about 10 shipments as well. DDS feels their software development since the first moves will add capability for SIT shipments, improved accessorial processes, and they believe they are ready to execute invoices within the system.
With the expanded number of moves in February, DDS intends to increase the number of TSPs moving shipments. They'll work that within the same TDL rules in effect today for the TSPs who opted in when asked if they were interested in moving test shipments.
The three currently participating TSPs will likely be surveyed next week or shortly thereafter on their inputs associated with the first 8 moves. DDS believes they can scale shipments up to get to about 1,000 by May, but are sensitive to upscaling beyond that during peak season. In other words, they don't anticipate jumping from 1,000 shipments to 20,000 during peak season even if they feel the system can handle it.