1. USTRANSCOM DP3 Advisory Committee
TOGETHER, WE DELIVER.
USTRANSCOM DP3 Advisory Committee
Jan 2019

2. Program Overview DRAFT Annual Figures & Approximations
How are shipments awarded?
Based on a ranking system that relies heavily on service member feedback
Best Value Score
430,000 Shipments
$2.1 Billion
(Household Goods = $1.97 Billion
Privately-Owned Vehicles = $160 Million)
65,000 Privately-Owned Vehicles Shipped, Stored
825 Transportation Service Providers (TSP)
(Increased quality movers by 9% in CY2017)
Peak Season: 15 May – 31 August
“Peak of the Peak”: 15 June – 2nd week of July
Customer Satisfaction* at 91%, with a goal of 95%
*Customers providing a satisfactory rating or better on the customer satisfaction survey

3. Customer Satisfaction Survey Results
DRAFT
Question
Survey Questions 4
Evaluate the services performed at origin such as the quality of packing, labeling, and organizing 5
Evaluate services provided at origin such as care, courtesy, and attitude of the loading crew 6
Evaluate how satisfied you were with the timeliness of the pickup of your personal property by the TSP 7
Evaluate services provided at destination such as the care, courtesy, attitude of the crew, unloading, and unpacking 8
Evaluate how satisfied you were with the timeliness of the delivery of your personal property by the TSP
The lowest scoring Question 4 indicates customer dissatisfaction with origin agent responsibilities. This includes the packing and preparation of the shipment.

4. Areas of Focus from the CSS Results
DRAFT
Free text comments with a survey score less than 70 were analyzed. Most often customers mention the above words in a negative connotation.
Overall, most people are satisfied with their move. Focus was placed on the scores below 70 to determine the root cause of these low scores.
~ 109,600 Annual Survey Responses

5. Breakdown of Claim Type
DRAFT
Breakdown of Damage

6. What Items are Damaged? – Top 10
DRAFT
Large or bulky furniture/appliances account for a majority of the top claimed items

7. Claim Rates
DRAFT

8. Breakdown of Claim Value
DRAFT
* Actual settled claimed value may be lower than the service member claimed amount
Note: $50,000 is currently the limit of liability under the Full Replacement Value (FRV) guidelines in the DP3 claims & liability business rules

9. (Assuming Average Claim Filing Day)
Surveys & Claim Filing
DRAFT
TSP Response
Required
(Assuming Average Claim Filing Day)
… 365
Day of Delivery