SDDC Pamphlet 55-4 TSP Qualifications

Transcription

Militar y Surface Deployment
& Distribution Command
SDDC Pamphlet 55-4
TSP Qualifications
3 April 2013
SDDC Pamphlet 55-4





Qualification of DOD approved TSPs
Overall structure of DP3
Best Value program
Fair allocation based upon capacity/BVS
Reduce operating costs
• Administrative process
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SDDC Pamphlet 55-4





Insurance levels remain at current levels
Reviewed versus audited financials
Filing financials 150 days after fiscal year close
Financial ratios remain at current levels
Key personnel
• President and CEO/COO/CFO
• 5 years experience
 Additional markets require 5 year experience
 CFAC
• Current language remains
• Reviewing options to adjust/remove
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SDDC Pamphlet 55-4
3.0.6 Outsourcing TSP Responsibilities
DOD approved TSPs are solely responsible for
any shipment awarded to them regardless of what
shipment process they outsource. Examples of
current acceptable outsourcing practices are for
claims processing, billing/invoicing and customer
service. Outsourcing of all TSP operations is not
allowed in the DP3 program.
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SDDC Pamphlet 55-4
 Scoping
 While there is uncertainty about what scoping means to the DP3
program, it is an accepted commercial practice in the household
goods moving industry and utilized on national accounts and in
the federal government with GSA’s program. Scoping will allow
SDDC/DP3 to more effectively award shipments to TSPs that
are active, providing a quality service, and where they have
demonstrated performance i.e. commercial invoices/bills of
lading to move household good shipments under their own
authority.
 Currently, there is a two phased approach to instituting scoping.
Phase one is the upcoming open season. All new entrants will
be scoped according to their demonstrated experience and
capability to provide service to the markets/channels they are
requesting. Phase two is to requalify all current DOD approved
TSPs under the same process for new entrants.
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SDDC Pamphlet 55-4
 For example, a new entrant wants to file rates to
all 838 domestic channels, but can only provide
invoices/bills of ladings under their authority for
moves in the southeastern states. If approved,
this new entrant would only be allowed to file
rates where they have demonstrated
performance (southeastern states) and not all
838 channels. You can also apply this same
scenario to a requalification of approved TSPs.
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Shipment Distribution
Current 5/3/2/1 Formula to Award Shipments
Quartile
1
2
3
4
Distro
5
3
2
1
TSPs (25)
6
6
6
7
Awards
30
18
12
7
TSPs (50)
13
12
12
13
Awards
65
36
24
13
TSPs (80)
20
20
20
20
100
60
40
20
25
25
25
25
125
75
50
25
38
37
37
38
190
111
74
38
Awards
TSPs (100)
Awards
TSPs (150)
Awards
67
Number of shipments
Needed to cycle through
a channel each
performance period
138
220
275
413
3/2/1/1 Formula to Award Shipments
Quartile
1
2
3
4
Distro
3
2
1
1
TSPs (25)
6
6
6
7
Awards
18
12
6
7
TSPs (50)
13
12
12
13
Awards
39
24
12
13
TSPs (80)
20
20
20
20
Awards
60
40
20
20
TSPs (100)
25
25
25
25
Awards
75
50
25
25
TSPs (150)
38
37
37
38
114
74
37
38
Awards
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88
140
175
263
7
Open Season
 Finalize SDDC Pamphlet 55-4 by May 2013
 Announce Open Season in Aug 2013
 Conduct Open Season 1-31 Oct 2013
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UNCLASSIFIED
SOURCE SELECTION INFORMATION -- SEE FAR 2.101 AND 3.104
Defense Personal Property System (DPS)
Briefing Type: Informational
for
International Association
of Movers & American
Moving and Storage
Association Industry Day
on
3 April 2013
Lt Col Gina L. Prevett, Program Manager
Roland Amos, Functional Branch Chief
Lt Col Gina L. Prevett/AQ/(618)220-4526/27 Mar 13/v1.0
UNCLASSIFIED
Together, we deliver.
9
UNCLASSIFIED
Agenda
•
•
•
•
•
•
Planned Releases
Peak Season Preparation
Contract Re-Compete Update
Update on DPS PKI Waiver
DISA Network Migration
Move.mil Update
UNCLASSIFIED
10
UNCLASSIFIED
Planned Releases
Release
Functionality
Date
1.6
One Time Only/Boats/Mobile Home Moves, Rate
Filing Submission for Peak/Non Peak Line haul and
Storage in Transit discounts, Special Solicitations
9 Aug 2013
Windows
Server
Upgrades
Technical product upgrade from Windows 2003 to
Windows 2008
2nd QTR FY14
Oracle
Database
Partitioning
Database partitioning will improve performance for
database queries
4th QTR FY14
UNCLASSIFIED
11
UNCLASSIFIED
Peak Season Preparation
• Performance Baseline
• JPMO initiated performance baselining effort with DISA because of
recurring performance issues in Counseling and Shipment Management
• Received initial data capture in Dec 2012
• Useful info provided, but did not include DPS web page load times required to
baseline performance
• Previous 2012 effort provided web page load times for Counseling
• Current Support Requests with DISA to find a solution to meet
performance baseline requirements
• Will use automated tool to measure Shipment Management and Counseling
web page load times
• Expect first data captures for the Counseling module at the end of March 2013
• Expect first data captures for the Shipment Mgmt module in April 2013
• Investigating the use of a dashboard tool that would measure those modules,
in addition to other modules and Key Performance Parameters for DPS
UNCLASSIFIED
12
UNCLASSIFIED
Contract Re-Compete Update
• Acquisition Decision Memorandum signed on 9 Jan 2013
• Approval for Increment III to move into the Engineering
and Development Phase
• Request For Proposal released on 23 Jan 2013
• Proposals received 1 Mar 2013
• Contract award, 22 Jul 2013
• Contract start, 15 Aug 2013
UNCLASSIFIED
13
UNCLASSIFIED
Update on DPS PKI Waiver
• Received Defense Information System Network (DISN)/Global Information
Grid (GIG) Flag Panel Decision 24 Jan 13
• Waiver for authorized Foreign National users extended through 31 December
2013; per memo guidance:
• SDDC ETA tasked to and provided list of foreign nationals for DAA by 28 Feb 2013
• Account validation procedures under review
• Users accessing DPS in DOD Customer role are authorized userid/password
access
• This DPS role meets DODI 8520.03 data sensitivity level 1; userid/password is
authorized since an individual user is only accessing their own information
• Service members issued CAC cards are required to use them when accessing
DPS in other roles (non-DoD customer) which aggregate data
• Aggregated information constitutes data sensitivity level 3 and requires CAC card
authentication
UNCLASSIFIED
14
UNCLASSIFIED
Update on DPS PKI Waiver (Cont)
Bottom Line:
IAW 24 Jan 13 Memo and 9 Sep 11 Memo, PKI
Authentication is NOT Required for Spouses and
designated individuals authorized access on behalf
of the Service member, Retired/Separated/Active
Military Members, and civilian employees who
access DPS using the role ‘DOD Customer’
UNCLASSIFIED
15
UNCLASSIFIED
DISA Network Migration for DPS Network Traffic
• Past performance issues were linked to obsolete Bluecoat hardware
(gateways) used to route network traffic
• DPS network traffic is currently routed through three nodes in three different
locations: San Antonio, Columbus, and Ogden
• New architecture: All traffic will be routed through one node at Ogden;
obsolete Bluecoat hardware will be eliminated
• Will standardize network routing as done for other DISA-managed programs
• Migration for the Production environment planned for 12-14 Apr 2013
• Migration for Training and Test environments complete
• DPS will have an extended outage from 12 Apr 2000 CDT to 14 Apr 2400 CDT
• Risk of a longer outage will be mitigated with a roll-back plan to be implemented
by noon on 14 Apr if pre-set criteria have not been met
• All Services & interface partners will support testing that weekend
UNCLASSIFIED
16
UNCLASSIFIED
Move.mil Re-Design
•
Create web design mock-ups
•
Review website content
•
Update How-to Guides
•
DPS Smart book
UNCLASSIFIED
17
UNCLASSIFIED
Move.mil Re-Design
• Major Changes in Three Phases:
DOD Customers Home Page
PPSO Home Page
TSP Home Page
• Minor Changes:
On-going updates of new postings (i.e., links, texts, QA’s)
Elimination of out-dated material and addition of updated material
Removal of redundant verbiage and links for easy navigation
UNCLASSIFIED
18
UNCLASSIFIED
UNCLASSIFIED
19
UNCLASSIFIED
Scrolling text with DOD pertinent information…..
Before Your Move
Quick Links
First Time Users (Start Here)
Start your DPS Move
Claims\CSS
______What’s New?
_______
Customs Process for Firearms and
“You Can Make A Difference for Quality Service for Your Move” GUAM
Motorcycles
Updated 16 Jan 2013
Browser Compatibility Check/Disable
Pop-up Blocker
Updated 15 Nov 2012
Federal Holidays For 2013
It’s Your Move Pamphlets
DPS and ETA Help
Retirement and Separations
Move News Archive
Frequently Asked Questions (FAQ))
Who to contact for Move.mil Problems
UNCLASSIFIED
20
UNCLASSIFIED
UNCLASSIFIED
21
UNCLASSIFIED
Scrolling text with PPSO pertinent information…..
PPSO Contacts/Help
DPS, ETA, & Move.mil HELP
SDDC & U.S. Bank Contacts
Locator Maps
_______
System Response Center (SRC) - Userid/login, system error, or DPS application issues.
Phone:
Toll-Free (800) 462-2176 (option 5)
Commercial 618-220-SDDC
DSN 770-7332
Email: mailto:[email protected]
Submit a ticket on-line: https://www.sddc-srchelpme.com/
SRC Template
DPS Functional or Operational Questions - DPS shipment process issues.
Contact your local Transportation Office, or search the Self Service Website FAQ's, or FAQ's on each tab of this site for support.
Electronic Transportation Acquisition (ETA) Administration
DPS userid/password or email address update help: [email protected]
DPS userid/password issues, please contact the SRC or ETA administrator.
If you are a PPSO or TSP, your userID was sent to you when you registered.
Move.mil website - Content issues such as broken links, spelling errors, etc.
Email to webmaster: [email protected]
Find out what is on Move.mil
UNCLASSIFIED
22
UNCLASSIFIED
UNCLASSIFIED
23
UNCLASSIFIED
Scrolling text with TSP pertinent information…..
TSP Contacts/Help
DPS, ETA, and Move.mil HELP
SDDC/DPS Business Rules and US
Bank HELP
Locator Maps
_______
System Response Center (SRC) - Userid/login, system error, or DPS application issues.
Phone:
Toll-Free (800) 462-2176 (option 5)
Commercial 618-220-SDDC
DSN 770-7332
Email: mailto:[email protected]
Submit a ticket on-line: https://www.sddc-srchelpme.com/
SRC Template
Electronic Transportation Acquisition (ETA) Administration
DPS userid/password or email address update help: [email protected]
DPS userid/password issues, please contact the SRC or ETA administrator.
If you are a DOD Service member or a civilian logging into DPS, your ETA userID is your SSN or EIN.
If you are a PPSO or TSP, your userID was sent to you when you registered.
Move.mil website - Content issues such as broken links, spelling errors, etc.
Email to webmaster: [email protected]
Find out what is on Move.mil
UNCLASSIFIED
24
UNCLASSIFIED
Questions ?
UNCLASSIFIED
25
Phase III Update
3 April 2013
Phase III Update
• Status to Date
– 2011: NTS (Non-temporary Storage)Business Rules finalized and
published in Federal Register
– 2011: ICM (Intra-Country Moves) Business Rules finalized and
published in Federal Register
– Aug 2012: DPM (Direct Procurement Method) Business Rules draft
published in Federal Register for comments
– Oct 2012: Received comments
– Mar 2013: Responses to comments published in Federal Register
• Way Ahead
– DPM Administered by RSMOs under Tenders of Service (TOS)
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Direct Procurement Method (DPM)
 DPM IN PHASE III
• Leverage NTS Program Model
 Administered under Tenders of Service vs FAR
contracts
 Employ proven RSMO processes
• Rate Filing
• TSP Qualifications
• Quality Assurance
• Employ Best Value Score (BVS) for shipment awards
• Realize Cost Savings with Electronic Invoicing &
Payment via Third Party Payment System (TPPS)
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DPM: Way forward
SDDC/Services Deliver J5/4 Final Business Rules
J5/4 Obtain Series 0-6 Coordination, Publish final
business rules
J5/4 Deliver JPMO final Business Rules
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DPM Way Ahead
PHASE III
Service
Member/
Employee
PPSO
TPPS
DPS
TSP
TOS
RSMO
PHASE II
Service
Member/
Employee
TOPS
TSP
PPSO
FAR
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Defense Personal Property
Program (DP3)
3 April 2013
CSS Appeals Timeline
End of Data
Pull Period
Adjustments
sent to ETA
team
New
Scores
validated
loaded into
DPS
ICSS
BVS to
Data
TSPs
Mssg Out/
Appeals sent in
Collection
Research
/ Validation
New Monthly
Upload
New
Performance
Period
New TDL reviewed
CSS Validated
Score
60 Days
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BVS
Switched
on for
Awards
32
CSS Appeals
 Appeals Process
• Data collection (currently10 days condense to 5 days)
• Spreadsheet compiled/sorted
•POC Email column left blank
• Data pulled from Analytics
• Appeals Categories
•NTS
•CSS
•Dates out of range
•Conversion to member’s expense
•Reshipment
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CSS Appeals
• Appeals Research (100% reviewed)
– Shipment Management: NTS, Reshipments
– Analytics: Zero Scores, Dates, conversions
– Approved Appeals
• NTS – delivery and CSS data removed from ICSS
• CSS – Only CSS data removed from ICSS
• Data remains in DPS
– Reasons for denial
• Analytics Dates, Not “Submitted”, Not under Survey Tab, Not an
appealable reason.
• ICSS Updates
– Appeals complete, list sent to ETA support for insertion/removal from
ICSS.
• SDDC spot check
• Industry notified
• 2 business days to respond
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Customer Satisfaction Survey
• Any TSP survey in the field does not replace actual CSS in system
• Example:
• Member Completes TSP survey on site
• Member completes TSP inquiry/survey over phone
• Recommend promotion of CSS completion via direct link
• Second option is for customer to call telephone surveyor
• Telephone Surveyors
• Primary purpose is to call customers for TSP’s not Stat Valid
• Support to customers having trouble with completing CSS
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CSS Monthly Upload
• 5 -6 Business days into new month
• Analytics data pulls for all delivered and CSS for Data pull period
• Ensure previous actions accounted for
• Appeals, ICSS reinserts
• Account for all zero CSS since Oct
• New NTS for month
• Challenges
• Merging/comparing multiple spreadsheets
• Checking for accuracy
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Peak Season
Projections
• Normal rotations/volume
• Rates available for PPSO booking ~20 March
DP3 Adjustments
• Unlimited Refusals (any shipment pickup 15 May - 31 July)
 Reminder to refuse offer ASAP/No later than 4 hours
• Short Fuse days extend to 10 days from 10 June – 5 July
• 70% Rule language removed from 2013 solicitations
Concerns
• Increases in National Account/COD business
• Ft Bliss, Ft Polk, Ft Drum, Norfolk, Northern tier bases
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Handling Time
Example of data we are analyzing to make decisions
Hours of Offer Handling Time
40
30
2011 Unlimited Refusals
2012 Unlimited Refusals
Short Fuse Window
20
PPSO
10
TSP
0
5/13 5/20 5/27 6/3 6/10 6/17 6/24 7/1 7/8 7/15 7/22 7/29 8/5 8/12 5/11 5/18 5/25 6/1 6/8 6/15 6/22 6/29 7/6 7/13 7/20 7/27 8/3 8/10
2011
2012
Accepted Week Ending Date
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Peak Season
PCS Week 19-23 March
•
•
•
•
Targeted towards Service members/civilian employees
Interviews/articles with Defense Media Agency
Increase use of Social Media
Bloggers roundtable
Weekly calls beginning 2 May
• Services, Industry and JPMO
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DP3 Workload
Annual DPS Shipment Distribution
15.0%
PCS
Week
12.5%
10.0%
7.5%
5.0%
Feb
5.0%
5.4%
5.0%
5.2%
Mar
6.5%
6.9%
5.7%
5.9%
Apr
8.8%
10.2%
6.2%
5.8%
May
12.5%
12.9%
10.6%
6.3%
Jun
12.1%
11.7%
13.8%
9.3%
Jul
9.8%
9.1%
12.1%
11.9%
Aug
9.4%
8.4%
10.3%
13.3%
Sep
8.0%
7.5%
8.2%
10.5%
Oct
7.7%
7.7%
7.8%
9.5%
Nov
8.0%
7.6%
7.5%
8.2%
Dec
7.4%
7.2%
8.0%
8.3%
2012
Breakdown
Counseled
Awarded
Picked Up
Delivered
Jan
5.0%
5.3%
4.8%
5.7%
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DP3
 Minimum Performance Score
• Methodology
• Process (falling below, rising above, filing rates)
• Announcement, calculation, no appeals
 Transit times
• Periodic review and update DPS ref tables
 Bunker Surcharge must be identified on OBL for
each individual shipment
• TSP requirement
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DP3
 Filing intrastate rates where not authorized
 Claims score
•
•
•
•
Test to calculate claims score conducted
Remove claims score component of PS
BVS 70% PS (CSS) and 30% RS (rate)
Effective 2014 rate cycle
 Regulation clean up
• DTR and solicitations
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DP3
 Webinars
 Developing DP3 training program for PPSOs
 Furloughs
• Reduce manning at all PPSO/PPPO
• Possible delays in all processes
 Storage in Transit functionality
 Review Special Solicitation process
• SS become either standard or OTO depending on
channel volume
• Services identifying JPPSO responsible for back office
functions
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How can I help?
 Communicate with member
• Pre-move survey
• RDD on GBL
• Good news/bad news
 Communicate with PPSO
• Preapprovals
• Difficult customers
 Timely input of information into DPS
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Questions
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Peak Season Workload
15.0%
Annual DPS Shipment Distribution
12.5%
PCS
Week
10.0%
7.5%
5.0%
Counseled
Awarded
Picked Up
Delivered
Jan
5.2%
5.5%
5.0%
5.9%
Feb
5.2%
5.5%
5.2%
5.4%
Mar
6.7%
7.1%
5.9%
6.1%
By Market
Apr
9.0%
10.5%
6.4%
6.0%
May
12.8%
13.2%
10.9%
6.5%
Jun
12.3%
11.9%
14.1%
9.6%
Jul
10.0%
9.3%
12.4%
12.2%
Aug
9.6%
8.6%
10.5%
13.6%
Sep
8.1%
7.6%
8.3%
10.7%
By Season
Oct
7.9%
7.8%
7.9%
9.7%
Nov
8.1%
7.8%
7.5%
8.3%
Dec
5.3%
5.1%
6.0%
6.1%
By Service
15%
17%
26%
25%
36%
8%
21%
3%
64%
38%
PPM
dHHG
iHHG
47%
iUB
Peak
Non-Peak
F
A
P
M
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Navy Household Goods
Deborah McGlennon
Navy Household Goods Program Manager
03 April 2013
The NAVSUP Enterprise
47
Agenda
 Navy Household Goods Overview
 Peak Season
 Changes in the Way We Do Business
 Navy Industry Day Action Items/Results
48
Program Overview
40 Household Goods offices world wide, and over 335
employees.
Approximately 115,000 moves per year with a value in
excess of $600M dollars.
Role
Responsibilities
NAVSUP HQ
Policy
- Establish policy
- Compliance
NAVSUP Global Logistics
Support (GLS)
Operational
Oversight
- Enterprise execution
- Standardization/optimization
- Procedures
- Performance management
- Marketing/Communication
NAVSUP Fleet Logistics
Centers (FLC)
Execution
JPPSO/Regional management
PPPO Operations management
49
Household Goods
Organizational Chart
Dan Wolfert
Program Analyst
NAVSUP HQ
NAVSUP GLS
Frank Piacine
HHG Policy Director
Deb McGlennon
Program Manager
Fran Mutschler
Program Analyst
Vacant
Program Analyst
Andrea Gergen
Asst. Program Manager
eTeam
Emails & Social Media
Deloma Miley
Commuincations
Logistics Program
Analysts
Customer Training
Rick Rohr
HHG Regional Director
JPPSO Hawaii
Jeff Clawson
JPPSO Southwest
Warrent Bennet
JPPSO Southeast
Lcdr Strayer
Puget Sound
David Stone/Linda Grey
Pearl Harbor
San Diego
Jacksonville
Bremerton
Hampton Roads
Yokosuka
Sigonella
JB-Pearl Harbor-Hickam
China Lake
Pensacola
Everett
Annapolis
Sasebo
Naples
Schofield Barracks
El Centro
Key West
Whidbey Island
Patuxent River
Atsugi
Rota
MCBH
Seal Beach
Meridian
Millington
Guam
Bahrain
Camp Smith
Monterey
New Orleans
Great Lakes
Singapore
Souda Bay
USCG Sand Island
Ventura
Fort Worth
Anacostia
Diego Garcia
Fallon
Corpus Christi
Bethesda
Lemoore
Guantamano Bay
HHG Division Directors
Norfolk
Jack Hilaman
Yokosuka
Tomas Sutten
Sigonella
50
JPPSO/CPPSO Standard
Organizational Structure
FLC HHG
JPPSO/Regional Director
Management Assistant
Front Office
Supervisor
Site A
Counseling & Quality Control
Inspector/Counselor
Site C
Inspector/Counselor
Customer Operations
Supervisor
Site B
Inspector/Counselor
Site D
Inspector/Counselor
Customer Contact Center
Norfolk & San Diego Only
Customer Calls & Emails
Tier I Support, Basic questions
Call Center Representatives
Back Office
Supervisor
Storage Management
SIT/NTS Extensions/SIT Delivery Out
Expiration Notices
Transportation Assistants
Vendor Management
Pre-approvals (CWA/DPS)
Invoicing (CWA/DPS/NTS)
Quality Assurance (LOWs, LOS)
Shipment Management
Routing & Booking
Clearing Shipments &
Scheduling Deliveries
51
Peak Season 2013
 Peak Season 2012
 Manageable
 Increase in the use of Code 2s
 Navy focus for Peak Season 2013
 Increase use of Code 2’s on the East Coast
 Communications with personnel order writers
 Customer education and training to manage
expectations
 Partnering with Family Service Centers Relocation
 Reservists support
 Assistance from Global Distance Support Center
Logistics call center
52
Code 2 Criteria for 2013
 > 1000 lbs. < 5000 lbs.
 3 weeks lead time to book
 Longer transit time
 No direct deliveries
 Areas with capacity challenges
 Empowered Regional Directors
53
53
Changes in the
Way We Do Business
Current Initiatives:
 Standardization
 Joint Regionalization
 Fort Jackson, Beaufort, Albany
 Atsugi, Guam
 Electronic invoicing for non-temp storage - Complete
 Contact strategy
Near Term Projects:
 Inspection Blitz
 Witness Reweigh Program
54
Navy Contact Strategy
Phone Calls & Email
Yokosuka, JP
FLC Norfolk
• Tier 1 Phone Support
• Tier 2 Entitlement Support
• Tier 2 Audit Support
FLC Puget Sound
• Tier 1 Email Support
• Social Media
FLC San Diego
• Tier 1 Phone Support
NAVSUP Global Distance Support Center Logistics
provides
24/7/365 call coverage
55
HHG Customer Contact Center Calls
56
56
FY 13 Volume of Contacts
34,453 Support Requests
57
57
What TSPs Are Calling About?
1866 Support Requests FY13
Billing/Invoicing
5%
3rd Party Services Punitive Act. Assessorials
4%
1%
.05%
Contact Info.
2%
TSP QA
88%
Source of Data: LS-CRM /Remedy ARS Oct 2012-Feb 2013
58
Navy Tier 2 Support
FLC Yokosuka
FLC Norfolk
Navy Audit
Team &
Entitlements
Help
FLC Puget Sound
FLC Sigonella
FLC San Diego
FLC Pearl Harbor
FLC Jacksonville
Navy PPPO Storefronts
59
E-mail Contacts
SITE
SAME DAY
ISSUES*
NEED SIT NUMBER
UPDATE WEIGHT
IN DPS
JPPSOSW
[email protected]
[email protected] [email protected]
JPPSO-SE
[email protected]
FLC
NORFOLK
[email protected]
[email protected]
[email protected]
[email protected]
FLC
PUGET
JPPSO
PEARL
HARBOR
[email protected]
*Subject line must contain “Same day issue”
60
Electronic Processing Team
Emails & Social Media
 Email: [email protected]
Navy Household Goods: www.navsup.navy.mil/household
www.youtube.com/navyhhg
www.facebook.com/navyhhg
www.pinterest.com/navyhhg
www.twitter.com/navyhhg
For assistance, email: [email protected] / call: 855-HHG-MOVE (444-6683)
61
Standard Preapproval Processing
Outbound moves:
 PPSO will first ensure that a Pre-move survey has been done first and the
information has been updated in DPS.
 The PPSOs will either approve or deny requests within the three day time
frame IAW regulations. How far out the actual pickup date will not be part of
the basis of a denial.
Inbound moves:
 Uncrating requests will be processed within the three day time frame IAW
regulations, regardless of when the shipment is delivering.
 Prior to approving, PPSO will ensure that a crating charge at origin has
already been approved before they approve uncrating or if there was a labor
charge due to the customer providing the crate that there is a note
indicating that the labor was used at origin for crating purposes.
62
How TSPs Can Help with Pre-Approvals
 Details in the notes section…for example
 Shuttles: Exactly why is a shuttle needed. Low hanging wires or tree limbs, cars







blocking streets, cement island at entrance to apt building and truck can't get in.
Crating: Actual dimensions of the item to be crated, what the item is, estimated
replacement value. In some instances when requesting crating on small pieces of
marble or glass explain: Why won't a mirror carton suffice for this item.
3rd Party Service Requests: What is the item? Why do you need a 3rd party?
Piano's: More description, specific type, a baby grand, versus an upright. If
possible would like to have the Manufacture's name of the piano.
Labor charges: How many men times how many items, and what the labor is for.
Mini Storage pickups: There are very few mini storage charges that we will
approve.
Attempted Pickup/Delivery: TSP must immediately contact the PPSO if these
occur, thereby giving the PPSO a chance to contact the customer before any
charges are incurred.
TVs-Bulky: Need dimensions to ensure it is authorized. A flat screen TV is not a
bulky item.
63
Pre-Approval Matrix Possibilities
~ CRATING ~
Artwork
$500 and/or any dimension > 36"
Bowed Glass Curio
Thickness / depth > 2.5"
All (or doors only where removable)
Chandelier, Light Fixture
Any dimension > 24"
Glass Top / Shelves
Clear / Flat Glass > $500
Beveled / Tinted Glass any dimension > 36"
Thickness > .75"
Marble Top
Any dimension > 36"
Any curved, rounded, unique shape or edge design
$500 and/or any dimension > 36"
Mirror
Statuary, Sculpture, Pottery,
Porcelain
Larger than a Dish pack or > $500
Any item with excessive weight
64
64
Action Items from 2012 Navy Industry
Day Events
 Communicate status of bases (email, website, or
Facebook)
 Create an Industry option on the Household Goods
Contact Center phone menu
 Ensure communication is put out to all TSPs as to when
consolidation of the sites are happening. (SDDC and
Services)
 Share Navy brochures/marketing material with Industry
 Analyze crating costs vs. claims to support decisions on
preapproval criteria – TBD
 Train PPSOs on crating requirements and decision points
 Establish procedures for notification of witness re-weighs
65
Action Items continued
 Forecast future moves for FY13
 Clarify and Standardize criteria of suspensions.
 Manage Customer Expectations in regards to SIT and
pack-out/delivery dates.
 Especially during peak season, define & communication to
customers what RDD means, be flexible with moving dates, hours
of pack out, what is destination SIT vice Origin SIT.
 Remind customers the importance of being available
during the move process. Hours are 8-5. Customer
doesn't leave during pack-out
 Add Fleet and Family Support as a resource for contact
Centers.
66
Communications
 Industry communication
 Working with Fleet and Family Support Center (FFSC)
Relocation Services, Navy Exchange and MWR to
educate our family and service members
 Communication material:
 How Do I Start My Move Article
 2013 Navy Brochure
 Updated 1st Time Movers and Retiree/Separatee presentation and
posted to our website for easy access to family and service
members www.navsup.navy.mil/household
67
NAVSUP GLS
Household Goods Program POCs
 Deborah McGlennon – HHG Program issues
[email protected] 619-532-4229
 Andrea Gergen – HHG operational issues, social
media
 Deloma Miley – Customer education and training,
communications/marketing, Navy HHG website
 Timothy Higdon – HHG Customer Contact Center
68

SDDC Pamphlet 55-4 TSP Qualifications

Transcription

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