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MTMC begins development of revamped DoD moving program

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ALEXANDRIA, VA (USTCNC) --- After nine years of tests and evaluations, the Military Traffic Management Command has begun work on a total revamping of the personal property moves of the nation's service members.

MTMC held a startup meeting June 19 that included representatives of the Department of Defenses military services and moving industry. Goal of the group is the development of a prototype moving program, with supporting milestones and estimated costs, by Aug. 30.

"We want to give service members the services they want and deserve," said Col. Patty Hunt, Deputy Chief of Staff for Passenger and Personal Property. "We are going to do this by improving the processes and adopting more commercial practices."

The Air Force officer oversees the MTMC program that performs an average of 500,000 personal property moves a year. If adopted, the program could be implemented as early as Oct. 1, 2004.

The existing program, now 30 years old, has generated many customer quality control complaints.

To develop the plan for the new program, traffic manager Dinah Locklear outlined a fast-track process that calls for completion within seven weeks. The process will involve integrating representatives of the military services, commercial industry and MTMC into seven work teams. These teams will focus on rates, payments, acquisition, claims, quality control, information systems and implementation.

"We will have to stay focused," said Locklear. "We will work as teams… and then we will report back on our progress at a meeting every Wednesday."

As team members work, said Locklear, they must keep in mind three critical areas identified in a recent U.S. Transportation Command report that reviewed MTMC's personal property program and a quartet of pilot program designed to improve it. The three areas cited in the report as needing improvement are: Acquisition process, information systems technology, and liability/claims process.

The pilot programs, including one directed by MTMC that ended in January 2001, provided many insights into potential enhancements, said Locklear. Many features in the moving program pilots are supported both by the military and the commercial industry, she said. Potential features of a new program in this category include:

• Full replacement coverage.
• Best value distribution.
• Direct claims settlement.
• Quick claims settlement.
• Direct communication between member and carrier.
• Government forms reduction.
• Customer satisfaction survey.

"We have learned a lot from our pilots," said Cullen Hutchinson, Deputy, Deputy Chief of Staff for Passenger and Personal Property. "If we use that knowledge we can leverage our progress."

Meeting participants were enthusiastic about the revamped program development.

"I'm extremely excited," said Maj. Fred Hyden, representing the U.S. Marine Corps. "We have wanted to do this for some time. There is definitely an opportunity for us to provide quality of life for our service members.

Hyden's U.S. Navy counterpart agreed.

"The meeting went well," said Cmdr. Sam Kojm, who works on transportation policy issues for the Navy Staff. "This has been a good introduction to the baseline of what the requirements are."

Representatives from a trio of moving associations attended the meeting including the American Moving & Storage Association, Household Good Freight Forwarders of America, Inc., and Military Mobility Coalition.

"There is a lot of ground to cover," said Scott Michael, Vice President Membership and Government Traffic, American Moving & Storage Association, Alexandria, Va. "I think e-mail will help expedite the process and allow people to be involved."

Michael's counterpart at the Household Goods Freight Forwarders of America, Inc., Alexandria, Va., agreed.
"Forward!" said Terry Head, President.

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