Defense Transportation: Reengineering the DOD Personal Property Program
Abstract
DOD has long been concerned about the quality of its nearly billion and half dollar annual program to transport, store, and manage the household goods and unaccompanied baggage of its servicemembers and employees with permanent change of station and other type orders. Some of the concerns related to poor service from its movers, excessive incidence of loss or damage to service members' property, and high claims costs to the government. All these problems contributed to a poor quality of service for persons using the system. Consequently, DOD proposed reengineering the personal property program as a quality-of-life initiative. Its primary goals were to substantially improve and put on par with corporate customer standards, the quality its military personnel and their families received from DOD's contracted movers; simplify the total process--from arranging the moves to settling the claims; and base the program on business processes characteristic of world-class customers and suppliers.
Document Details
- Document Type
- Technical Report
- Publication Date
- Nov 01, 1996
- Accession Number
- AD1174091
Entities
People
- David R. Warren
Organizations
- United States Government Accountability Office