Defense Personal Property Program announces Customer Facing Dashboard

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 the program. Customers can use the dashboard to check the timeliness of deliveries, review satisfaction scores, assess a moving company’s performance trends, and much more.

For several years, military families have called for increased transparency and accountability in the Defense Personal Property Program. While the Department of Defense has published metrics in various formats and locations in the past, this webpage presents expanded information in a simple, easily accessible manner. The dashboard, which is open to the public, will be updated monthly with the most current metrics available for a number of different program elements.

“Today, consumers have tools at their fingertips to research almost every service or product available,” said Air Force Col. Joel Safranek, DPMO Director. “They can see the busiest time to visit a restaurant or read reviews from other customers about a local business. We believe our moving customers deserve similar transparency and information about the companies that ship their personal belongings during a permanent change of station, and we are committed to making this information available for public consumption.”

The dashboard metrics offer a high-level overview of program performance, as well as the ability to view select performance metrics of individual moving companies or Transportation Service Providers (TSP) operating in the program. The information is split onto two webpages and features the following data:

Program overview metrics:

• Total number of household goods and unaccompanied baggage shipments per week for the current year compared to previous years.
• Volume of movement/shipment type per service branch.
• Percent of on-time deliveries for household goods and unaccompanied baggage shipments per month for the current year compared to the previous three-year average.
• Total number of Customer Satisfaction Surveys submitted for the current year and overall satisfaction ratings for the program’s moving companies.

Moving company metrics:

• Total number of domestic household goods, international household goods and unaccompanied baggage shipments delivered during the current year.
• Total number of Letters of Warning and/or Letters of Suspension issued during the current year.
• Percent of customers who were satisfied with the TSP.
• Percent of customers who filed a loss or damage claim.
• Average amount of money paid per loss or damage claim.
• Percent of on-time deliveries per month for the current year compared to the overall program data for both the current and previous three-year average.

Moving customers are encouraged to review the dashboard early in their move timeline, specifically during the planning phase. This is because the metrics might help inform decisions about when to move, how to prepare, or the need to pursue additional assistance. For instance, customers may use the information to see if they are moving during a traditionally busy timeframe, estimate the probability of an on-time delivery, and assess the quality of the TSP assigned to their shipment. Moving customers are also directed to call their local Transportation Office with any questions about the data and how it might impact their specific move.