Defense Transportation: The Army's Hunter Pilot Project to Outsource Relocation Services
Abstract
DOD has long been concerned about the quality of service it provides military personnel and their families when they relocate. DOD reported that in 1996 it paid roughly $2.8 billion to move 800,000 families. Despite the fact that it moves more household effects than any U.S. corporation, DOD has found that its system has provided military personnel some of the worst service in the Nation. DOD has reported that 25 percent of its moves have resulted in damage claims, compared to 10 percent of the moves undertaken for the private sector. Further, best-in-class movers have had customer satisfaction rates of 75 percent, compared with 23 percent for DOD personnel moves.
Document Details
- Document Type
- Technical Report
- Publication Date
- Jun 10, 1998
- Accession Number
- AD1173571
Entities
People
- David R. Warren
Organizations
- United States Government Accountability Office