Defense Transportation; The ArmyS Hunter Pilot Project to Outsource Relocation Services.
Abstract
Because of long-standing concerns and problems associated with the relocation of military personnel, the Department of the Army began a pilot project in July 1997 to test an alternative approach for providing relocation services for its personnel stationed at Hunter Army Airfield, Savannah, Georgia. The statement of managers in the conference report on the Department of Defense Appropriations Act, 1997, directed us to validate the results and savings achieved from this and any other personal property pilot program. While the conference report originally envisioned us reporting and evaluating the Army's experience under this pilot program during fiscal year 1997, the late start of the pilot in the last quarter of the fiscal year provided limited data for assessment purposes. Accordingly, we are providing an interim report. As discussed with your offices, this report provides (1) information on the data collected to date and (2) our observations on how the Army plans to evaluate the data. We are also providing information on other pilot tests that are underway or planned in the Department of Defense (DOD). 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 01, 1998
- Accession Number
- ADA349578
Entities
Organizations
- United States Government Accountability Office