Global Household Goods Contract
U.S. Transportation Command (USTRANSCOM) awarded the Global Household Goods Contract (GHC), worth an estimated $6.2 billion, to HomeSafe Alliance, LLC, of Houston, Texas, on Nov. 4, 2021.
The contract provides complete door-to-door global household goods relocation transportation and warehouse services worldwide for Department of Defense (DOD) personnel, U.S. Coast Guard members, and other federal employees. The contract transition period and base period of performance are from Dec. 1, 2021, to Aug. 31, 2025, and it is a Fixed-Price with Economic Price Adjustments, Indefinite-Delivery, Indefinite-Quantity contract.
The GHC is one aspect of a broader plan to improve the relocation process for service members, civilian employees, and their families, and integrates functions currently performed by more than 900 commercial entities. The transition to a single move manager with an enduring contract is a key part of the reforms TRANSCOM is leading to deliver improvements to service members, DOD employees, and their families.
Quotes from U.S. Air Force General Jacqueline Van Ovost, Commander, U.S. Transportation Command
- “The strength of our service members starts at home. Change is required in order to keep faith with military families, and our strategy to improve the relocation process will deliver credible improvements to military families.”
- “This is an opportunity to raise the standard for our families, attract quality capacity to the program, and introduce a level of accountability absent today. Once implemented, this contract will positively impact thousands of service members, civilian employees and their families each year.”
- Gen. Van Ovost addresses service members, civilians, and their families (video).
On Nov. 4, USTRANSCOM awarded the Global Household Goods Contract. See the OSD/PA award announcement here.
On Nov. 23, U.S. Transportation Command was notified that protests were filed with the Government Accountability Office (GAO) by American Roll-On Roll-Off Carrier Group and Connected Global Solutions for the November 4, 2021, award of the global household goods contract. Start of the transition phase of the contract will be delayed until the GAO protest decisions are issued.
SCOTT AIR FORCE BASE, Ill. (Nov. 04, 2021) – U.S. Transportation Command (USTRANSCOM) awarded the Global Household Goods Contract (GHC), worth an estimated $6.2 Billion to HomeSafe Alliance, LLC, of Houston, today. “The strength of our service members starts at home,” said Air Force Gen. Jacqueline Van Ovost, commander, USTRANSCOM. “Change is required in order to keep …
Frequently asked questions
Q: Why did you choose this Prime Contractor?
A: Following the criteria outlined in our Request for Proposal, the awardee presented the overall best value to the DOD that will deliver the quality improvements we seek for service members, DOD employees, and their families. USTRANSCOM considered all offerors’ business proposals, technical capabilities, past performance, and price.
Q: What is the scope of this contract? Does this cover the whole Defense Personal Property Program?
A: The contract is focused on those tasks associated with packing and moving household goods, storage-in-transit warehouse services, and unaccompanied baggage shipments. This contract does not replace the existing programs for long-term storage or the movement of personally owned vehicles.
Q: What is the timeline for transition and implementation?
A: The transition is scheduled to begin Dec. 1, 2021. A Government Accountability Office protest would add a 100-day delay and would push transition start to mid-March. The transition period will include the HomeSafe Alliance, LLC, developing and testing interfaces with the government’s IT system, establishing customer service support capabilities, and providing necessary training on the contractor’s IT system. Following transition, we will begin an eight-month phase-in of moves and will avoid significant changes during peak PCS season. In any event, we do not expect to begin the preponderance of moves under GHC until the CY 2023 moving season.
Q: What improvements can customers expect to see?
A: The GHC is one aspect of a broader DOD reform plan to improve the relocation process for DOD employees, service members and their families. Although moving will never be an enjoyable process, the GHC is expected to deliver quality, on-time packing, shipping, and delivery of customers’ household goods. The GHC is also expected to provide modern, digital tools to improve communication between the move manager and the customer, and settle claims quickly in the event of loss, damage, or inconvenience. We are focused wholly on delivering an improved relocation experience for DOD employees, service members, and their families.
Q: How will performance of the contract be monitored?
A: A dedicated team of personal property experts and acquisition professionals at USTRANSCOM, in coordination with DOD’s existing network of more than 240 personal property offices operating around the globe, will provide contract oversight and compliance. The Contracting Office Representatives (CORs) and Quality Assurance Evaluators will monitor the contractor’s performance using the performance objectives listed in the Performance Work Statement. The CORs will prepare monthly performance assessments and provide the data to the Contracting Officer and Program Manager for continuous review. Within the contract, we will apply a combination of financial penalties and incentives to ensure the GHC single move manager provides service members, DOD employees, and their families the best moving experience.
As we have awarded the GHC, we aren’t waiting to implement the contract to enhance other aspects to the personal property program.
Planned improvements for 2022
You will see enhanced customer service, better claims process, and other improvements throughout 2022. Here are a few key efforts:
IMPROVING INVENTORIES - We are working with the moving companies to shift from paper copies of inventories and use electronic inventories to the greatest extent possible. This will provide an improved record of the household goods pack-out and the condition they were in when packed. This effort is to accelerate – offering better services to members and families when moving. Electronic inventories will be mandatory in 2023.
PICK UP DATE CHOICE - We’re refining how customers input their desired pickup dates, adding the ability for customers to pick a preferred day inside their requested 7-day pickup window.
MOVING COMPANY CONTACT - The moving company will identify points of contact and email the member/family (customer) with that information to facilitate better communication before, during and after the move, improving the overall PCS experience.
SIMPLIFYING CLAIMS - We’ve also created a standardized form to simplify filing an inconvenience claim across the DOD. Military claims offices will be able to declare a catastrophic loss of a shipment regardless of the percent of inventory lines lost, damaged, or destroyed. In the past, the threshold was 60 percent of those lines.
SECURING YOUR PROPERTY - Moving companies are already required to place seals on containers, but we’re adding a requirement that customers be notified if any seals are broken, that seals be replaced, and that these actions and communications are noted in the record.
Improvements made in 2021
BETTER COMMUNICATION - increased service provider availability by phone – added Saturday customer support requirement during peak of the relocation period; provider must return calls on same business day and wait times cannot exceed 20 minutes. Additionally, movers are required to provide customers a 24-hour notice of delivery and make two attempts to contact the customer, with each attempt at least six hours apart, before transferring the customer’s shipment to storage-in-transit.
MORE CONTROL AND CHOICE FOR CUSTOMER - more time to file a claim (was 75 days, now 180 days); simplified convenience claims processing; improved in-transit visibility; single point of contact with moving companies; and have choice to repair or receive repair costs for damages, including full replacement cost.
U.S. Transportation Command’s (USTRANSCOM) Defense Personal Property Management Office (DPMO) unveiled its new Customer Facing Dashboard on the USTRANSCOM website at www.ustranscom.mil/dp3 on Oct. 21, 2021. The online tool is designed to give moving customers access to program trends and statistics, as well as the ability to view detailed information about moving companies operating in …
SCOTT AIR FORCE BASE, Ill. (Oct. 26, 2021) – The Department of Defense recently launched a new landing page on MilitaryOneSource.mil designed to serve as a replacement for its previous information hub, Move.mil. The new page, titled “ PCS & Military Moves ,” features all the resources and assistance a moving customer might need for their entire relocation experience, …