MTMC Commander: Changes needed now in personal property moves
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ATLANTA - The nation's military service members can benefit now from changes to the existing personal property move program.
"We can not wait," said Maj. Gen. Kenneth L. Privratsky, commander, Military Traffic Management Command.
Privratsky made the comment April 5 to an audience of 1,700 at the MTMC 2000 Training Symposium.
His support for immediate changes came in response to a suggestion from an industry trade association.
"I fully agree," said Privratsky.
MTMC currently manages an average of 640,000 personal property moves yearly for the Department of Defense - the single largest customer of the American moving industry.
The positive exchange of industry-military comments sweeps away several years of strained relations between the military and the moving associations.
The immediate suggestion came from Scott Michael, assistant to the president of the American Moving and Storage Association, of Alexandria, Va.
"A lot of people are frustrated with the pilots (re-engineering efforts)," said Michael, speaking at a personal property working session April 4.
"One way to go is to change the current program."
Michael said the 3,400-member organization supports immediate changes in three broad areas - quality, streamlining and commercial practices.
Quality: Changes in all areas of the current moving program are feasible, said Michael. Direct contact with the customer and a 1-800 toll-free number should be added.
"The current quality program should be thrown out and we should adopt a customer survey similar to what is used in the (MTMC) pilot," said Michael. "Quality carriers are the ones who should get the government business."
Streamlining: A review of rates and process would provide streamlining opportunities and simplify the moving program, said Michael.
Commercial practices: The program should move to commercial pricing, said Michael.
"There should be commercial claims settlement," said Michael. "This would provide direct settlements with moving companies with full-value replacement."
The program should eliminate all "paper companies," he said, a reference to moving companies who spawn facsimiles in name only to obtain more military business.
"These companies grew up simply to serve the military."
The original offer to make changes came Jan. 11 from Joseph Harrison, president, American Moving and Storage Association, of Alexandria, Va. The association president suggested to Privratsky that the "current program can be improved significantly."
Privratsky's positive response drew immediate praise from Terry Head, president, Household Good Freight Forwarders of America, Inc., of Alexandria, Va.
"I'm glad to hear it," said Head, who represents 1,600 mostly overseas movers that handle 90 percent of overseas service member relocations.
"We need to do a partnership and implement changes to the current program.
"There are obvious lessons learned."
Such measures as a 1-800 toll-free phone number and direct contact with the carrier are easy fixes, he said
"We can really work together - more than ever," said Head.
He suggested the formation of a small focus group with representatives of MTMC, Department of Defense, U.S. Transportation Command and the associations.
As an immediate goal, Head said the focus group could identify areas were immediate changes are possible and where customer service for the service member can be enhanced.
Problems with MTMC's current program revolve around poor customer-mover communications, high damage claims and lack of in-transit visibility.
A MTMC Pilot aimed at improving the program began in early 1999, delayed by four years of moving industry opposition. The program, now in its second year, moves approximately half of all service members going to selected areas from military installations in North Carolina, South Carolina and Florida.
Due to the long delays - other pilots were initiated. The Army's Deputy Chief of Staff for Logistics initiated a personal property pilot at Hunter Army Airfield, Ga. A second pilot is in operation by the U.S. Navy.
Currently, the Department of Defense is developing the Full-Service Moving Project with a number of initiatives including service member relocation assistance. (FROM MILITARY TRAFFIC MANAGEMENT COMMAND PUBLIC AFFAIRS).
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