eGov/Mil Newsletter: March 11, 2019
In this Issue:
- 2019 DOD Peak Season Efforts Critical to Industry for 2020 and Beyond
- IAM Meeting with Megan Harless and Tarah Nypaver – The Voice of the Spouse
- DOD Household Goods (HHG) Outsourcing Industry Day Q&A and Key Take-aways
- USTRANSCOM Commander Discusses HHG Outsourcing Efforts with HASC and SASC
- Air Force Secretary Heather Wilson Resigns
Industry must take note of the critical nature in which a quality customer experience this peak season will impact their business for the foreseeable future. While that might sound like nothing new, the stakes are even higher.
In the rate filing message for 2019, USTRANSCOM made it known they are considering raising the minimum performance score (MPS) for 2020 to 59.5 for all markets. That equates to a Customer Satisfaction Score average of 85. Your efforts now, and certainly during the peak season when so many shipments are moved, will be critical to ensuring you have the performance scores needed to stay in the program.
How you manage your customers’ moving experience, and how well you effectively and proactively communicate with them during all aspects of their move will potentially have long term impacts for your business and possibly for industry as a whole. A perceived poor peak season by customers will provide DOD even more ammunition to move to a single source service provider in the future.
Through engagement in USTRANSCOM’s DP3 Advisory Panel which focuses on “the voice of the spouse” IAM had the opportunity to meet with two of the Advisory Panel spouse members in Virginia this week as they toured Interstate Van Lines to give the spouses (Megan Harless and Tarah Nypaver) a first-time look at a DOD-qualified Moving and Storage company.
Interstate representatives did an outstanding job touring the spouses and answering their questions on operations and processes associated with DOD moves. Both members appeared impressed and very appreciative of both the tour and the time that the professionals at Interstate spent with them to answer their questions.
IAM then had an additional opportunity to spend a few hours with both ladies and discuss how the industry operates, the impact of peak season, and address their questions and concerns with a wide variety of topics to include outsourcing the program, industry training, effective communication between the member and move coordinators, the impact of social media, and a number of other subjects. We were grateful both spouses agreed to meet with Interstate and IAM, and appreciate their interest in learning about the industry, its challenges, and how we can move forward to improve the moving experience for Service members and their families.
DOD Household Goods (HHG) Outsourcing Industry Day Q&A and Key Take-aways
USTRANSCOM’s Acquisition Directorate posted a summary of questions and key take-aways from the 18 February Industry Day held outside of Scott AFB. These inputs are posted on the Federal Business Opportunities (FBO) website.
The Industry Day covered topics associated with the DOD’s efforts to outsource all HHGs movements to a sole source provider.
Source: USTRANSCOM Acquisitions
USTRANSCOM Announces Second Industry Day for HHG Outsourcing
USTRANSCOM Acquisitions announced a second Industry Day to discuss the Global Household Goods Contract (GHC) following the Personal Property Forum the afternoon of 20 March at the Four Points Sheraton, where the PPF is being held. They will also conduct one-on-one sessions from 8 am to 5 pm on 21 March for those interested.
Source: USTRANSCOM Acquisitions
IAM/AMSA Joint Pre-PPF Industry Meeting (18 March)
IAM and AMSA will hold a pre-PPF meeting for Industry at the Four Points Sheraton on 18 March, from approximately 4:30pm to 7:00 pm, or as long as needed.
USTRANSCOM Commander Discusses HHG Outsourcing Efforts with HASC and SASC
GEN Stephen Lyons, USTRANSCOM Commander, provided Senate and House Armed Services Committees with the USTRANSCOM Posture Statement on the 5th and 7th of March. The Posture Statement provides lawmakers with the state of operations and key efforts at USTRANSCOM. GEN Lyons was asked by numerous Senators and Representatives about his efforts to outsource all household goods to a sole source contractor. The SASC version of his testimony is online.
The specific DP3 highlights are found at the approximate following times in the video:
14:15; 20:10; 24:00; 49:00; 1:26:25; 1:31:50; 1:55:20.
Air Force Secretary Heather Wilson Resigns
Air Force Secretary Heather Wilson announced her resignation on Friday. Wilson said she will be leaving in May to become president of the University of Texas at El Paso. Wilson became President Donald Trump's first service secretary after being confirmed by the Senate in May 2017. See full story at: