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

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

3. The Physical Training (PT) Journey

4. 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

5. 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

6. 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

7. 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

8. 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%

9. QUESTIONS?