Defense Personal Property Program (DP3) Outlook Lt Col Todd Jensen, Chief of Personal Property Operations 10 Apr 2018

1 2 3 4 5 Discussion Topics Annual Snapshot Demand vs. Quality Maintaining the Customer Focus 4 Program Improvement Efforts 5 Peak Season Reminders

The Physical Training (PT) Journey

DP3: Calendar Year Summary ~4% difference in volume from 3-year average (history as a fairly good predictor of demand) ~3.4% decrease in short fuse shipments (more customer move preparation time) Increase in TSP lead time (Spring 17 outage notwithstanding) Increase in Code 2 utilization year around, still work to do Limited DPS downtime

Demand Summary – Quality Implications Moves outside of peak are significantly more positive than those inside of peak, especially ‘peak of the peak’ Missed RDDs increase dramatically during Peak Season Metrics need work, understanding system update limitations is a challenge Bottom Line: on time delivery and improved damage/claims need our collective attention

Maintaining the Customer Focus Consolidated Program & Governance System Security, Stability Capacity in Areas of Need Improve Pre- Move Counseling New Systems Peak Season Smoothing QA/QC Enhancement System & Infrastructure Improvements Protecting SSNs User/ Spouse Friendly Mobile Friendly Connected to Military Services, Carriers Would provide better service Will consider impact to families Added quality carriers Capacity added in most needed areas Move.mil re-design with entitlement tools Create better informed customers Increase pro-active support at time of need Emphasis on in-person interaction Claims, post-move Assistance Collaborating with the Moving Industry G & I Exploring Options to Address Peak Season Volumes G & I Redesigning Move.Mil Website G Current DPS System Improvements G DPS Prototype G USTRANSCOM Program Consolidation G New Program Governance Structure G & I Improving Pre-Move Counseling/ Counselor Training G QA/QC Enhancement by expanding capabilities on move day G Adding Capacity where needed G & I The new Defense Personal Property Program will align DoD on improvements focused on the service member’s experience. Authorized Use Only

Related Improvement Efforts Biannual Personal Property Forum Fall – look back, ‘AAR’ Spring – look forward, prepare Incorporate training DP3 Simplification Tender of Service Re-write Prototype development DPS Security & Stability Standardized Training Initiative “Warm Handoff” Culture Increased Quality Assurance Presence Global POV Contract Re-compete

Peak Season Reminders COMMUNICATE System Visibility & Updates Claims Proactive monitoring of reweigh requests Timely status updates, including delivery and premove surveys—assumes they are completed Stay on top of blackouts; DPS does not recognize ‘same day’ blackouts Claims Most significant factor in customer experience—preventing damage is key! 15-day acknowledgements; 15 days to notify customer of receipt of claim Notify PPSO of fraud concerns Customer/government contact Ensure accurate information in DPS Encourage ‘local’ communications (base access, approvals, etc.) Increased QA footprint COMMUNICATE Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 75% 65% 84% 64% 63% 46%

QUESTIONS?