CSS PWS 2026.08.31.pdf

PERFORMANCE WORK STATEMENT (PWS)

Department of War (DoW) Personal Property Activity (PPA)

Customer Satisfaction Survey (CSS) Tool

TRANSCOM26R016

31 August 2026

1. Description of Services

1.1 Purpose

The United States Transportation Command’s Defense Personal Property Management Office (DPMO) has a requirement to obtain customer feedback for all shipments under the Department of Defense (DoW) Personal Property Program (DP3). DP3 manages personal property household goods (HHG) shipments and unaccompanied baggage (UB) shipments worldwide for Armed Forces Personnel (collectively referred to herein as “respondents”). This program consists of approximately 400,000 shipments annually which are booked using various government IT systems, to include but not limited to, the Defense Personal Property System (DPS) and Milmove. Additionally, annually there are approximately 30,000 shipments moved into Non-Temporary Storage (NTS), 30,000 moved out of NTS, 50,000 in NTS, and 68,000 privately-owned vehicles (POV) shipped and/or stored under the Government Privately-Owned Vehicles Contract (GPC). All shipment types are included in the overall DP3 program. The largest concentration of these moves (40%) occurs between 15 May and 31 August, referred to as Peak Season. This Requirements Document details the platform and associated services required in order for the Defense Personal Property Management Office (DPMO) to obtain the survey feedback required to manage this program.

1.2 Scope

The contractor shall provide a survey platform and associated professional/technical services to empower the DPMO to survey respondents throughout all actions under the DP3 umbrella. CSSs will be sent to respondents whose shipments were processed under DP3 from entitlement counseling through shipment pickup, storage, delivery, and the filing of a claim (if applicable). Surveys will be solicited using mobile capable means (i.e., text, email, mobile friendly URL, mobile app, etc.) and will be sent at various points in the move process with varying questions throughout the process. Appendix 1 includes the initial survey questions which will be sent but is subject to change as the program matures. Surveys will be triggered by DP3 authorized systems via an Application Programming Interface (API) and the results shall be sent into the designated Government Data Warehouse, Advana via the same API. Survey reminders are subsequently sent to customers who do not respond to their initial survey invitation. Survey reminders are outlined in Appendix 1, and are subject to change upon the government’s request.

1.3 Requirement/Description of Services

1.3.1 Task Area 1: Survey and Data Collection Platform

Shall provide 5 platform user licenses that meet the following requirements:

• Shall be operated from a commercial cloud computing environment that is, at minimum, IL 2 certified and is capable of becoming IL-4 certified.

• Shall scale at the Enterprise-Level to provide availability and performance for survey distribution of approximately 1,100,000 surveys and concurrent collection for approximately 40% or 440,000 survey responses (See Appendix 2 Projected Totals) surveys in any given year

• Shall send unique survey links to each customer.

• Shall create surveys that are accessible on mobile devices and Personal Computers (PCs)

• Shall allow the display of different questions or answer choices to survey respondents taking the survey with a mobile device

• Shall allow the survey designer to create custom themes and survey templates

• Shall handle complex Boolean logic for survey requirements

• Shall follow the existing Customer Satisfaction Survey Common Data Model requirements (Appendix 3).

• Shall produce metadata behind demographic information of the survey response such as whether the customer completed a survey by an SMS/text link or an email link. Alternative survey link will be disabled once customer completes the survey.

• Shall have the ability to cancel or disable survey link for customers that have already received a survey link

• Shall automate survey triggering based on a customer’s response to a question

• Shall have the ability to aggregate surveys sent to same customer but not yet completed, so that customer can respond to all surveys from within the latest reminder.

• Shall support confidential surveys and use unique survey links. Survey results will be linked to customers via their survey code

• Shall display information on the date and number of surveys received, emails/texts sent to customers, emails/texts failed, emails/texts bounced, surveys started, and surveys completed.

• Shall allow questions and survey send times to be customized or inserted based on geographic location, time zone, device type, or other criteria

• Shall provide a way for survey designers to display messages to survey respondents when survey respondents access the survey

• Shall allow the survey designer to change/customize the survey question and response options. This can include 5-point Likert scale, Yes or No answer, Free Text Fields, etc.

• Shall provide ability to recognize a unique identifier associated to a particular shipment, and connect several different surveys to the same move and customer

• Shall have the ability to determine survey send dates using internal logic based on complex variables (e.g., previous survey responses, a number of days from receipt of a trigger file, a number of days from a date contained in a trigger file)

• Shall have the ability to determine survey send timestamp and survey complete timestamp for all surveys.

• Shall have the ability to send survey notifications to survey respondents following rules based on time zones provided in survey trigger file. (i.e., sent between 0800 – 1800 in the stated time zone)

• Shall have the ability to properly address survey respondents following rules based on rank provided in the survey trigger file.

• Shall, upon award, have the ability to transmit survey response data to government IT systems or

Government Data Warehouse (War Data Platform, formerly Advana) via API or direct connection.

• Shall, upon award, have the ability to receive survey trigger data via API or direct connection to

Government IT systems or Government Data Warehouse (WDP).

• Shall, when the government is ready, have the ability to transition the connection to a future personal property operational system that will trigger surveys, receive survey responses, address changes to survey data before sending results to WDP/Advana.

1.3.1.1 The contractor shall submit to the DPMO a disaster recovery and continuing operations plan not later than (NLT) 15 calendar days after contract award. The plan shall be submitted in a Microsoft Word or Adobe PDF format.

1.3.1.2 The platform shall have no less than 98% availability for the API, DPMO, and respondents. The Contractor shall submit a report at the end of each month detailing the previous month’s availability. Report should include:

System Availability (SA), Total System Available Minutes (TSAM), Unscheduled Downtime Minutes (UDM), Total Monthly Minutes (TMM), Scheduled Maintenance Minutes (SMM). System Availability shall be calculated as follows: SA = (TSAM - UDM) / TSAM, TSAM = TMM - SMM

1.3.1.3 The contractor shall notify the Government 2 days prior to any scheduled maintenance. Scheduled Maintenance downtime is excluded from the Platform Availability performance metric.

1.3.1.4 Additional Survey Features

• Track timestamp and number of survey triggers received from the government

• Track timestamp and number of surveys sent to customer

• Track number who opened, viewed, and completed each survey

• Metadata information

• Robust text analytics

• Complex survey branching and skip logic

1.3.2 Task Area 2: Professional/Technical Services to Support Survey Platform

1.3.2.1 The contractor shall provide the expertise and time to assist the -DPMO with the following actions:

• Contractor shall configure platform to display questions as provided and required by the DPMO

• Contractor shall configure the platform to send surveys based on trigger information provided (using excel initially and an API connection with Government Systems.

• Contractor shall configure platform to remind respondents on DPMO’s determined cadence

• Contractor shall establish API connections with various Government systems (includes all configuration, coding, etc. to the provided platform)

• Contractor shall collaborate with DPMO staff to integrate systems.

• Contractor shall provide training and support to DPMO teams during the initial setup phase and throughout the life of the contract for changes and updates.

• Contractor shall provide technical assistance on all Government Business Days, 0800-1700 CST to troubleshoot platform malfunctions and/or data transmission issues

• Contractor shall provide training sessions to the DPMO to assist with survey implementation and platform set up. Training times and dates will be mutually agreed upon. In addition, throughout the contract, online tutorials, webinars and/or virtual training follow-up shall be available.

Note: Follow on training will include access to technical support (e.g., email and meeting support as needed) until DPMO can manage survey process internally.

2.0 Deliverable/deliverable schedules:

2.1 Deliverables Table

PWS

Para

Deliverable Title Deliverable Description Delivery Schedule

4.2.3. Manual Survey

Completion Data Transmission

Contractor must send survey completion data via DoW SAFE every 12hrs OR a solution will be provided within the survey platform where DPMO staff can extract needed data.

As necessary, due to API Failure

7.3. Cyber

Incident Reporting

The Contractor is required to notify DPMO as soon as practicable, but NLT 72 hours after discovering a reportable cyber-incident

As necessary

1.3.1.2. Availability Report The Contractor shall provide previous months platform availability

10 days after the conclusion of the previous month

3.0 Service Delivery Summary (SDS):

The SDS represents the most important contract objective that, when met, will ensure contract performance is satisfactory. Although not all PWS requirements are listed in the SDS, the contractor is expected to fully comply with all requirements in the PWS.

PWS

Para

Performance Objective Performance Threshold

1.3.1. The survey platform shall be available to

DPMO to trigger surveys, to respondents to accomplish surveys, and to transmit data accurately via the API.

98% of the time per month

1.3.2.1. The contractor shall respond to TCJ9 requests

for configuration within 1 government business day.

98% of the time per month

7.2. Cyber-Incident Reporting is submitted

within 72 hours of the incident.

No more than one late cyber-incident report or unreported cyber-incident in a twelve (12) month period.

4. General Information

4.1 Period of Performance

Period Period of Performance Base Period 29 September 2027 – 28 September 2028

Option Period 1 29 September 2028 – 28 September 2024

Option Period 2 29 September 2029 – 28 September 2025

Option Period 3 29 September 2030 – 28 September 2026

Option Period 4 29 September 2031 – 28 September 2032

4.2 General Requirements

4.2.1 The contractor shall possess and maintain Federal Risk and Authorization Management Program (FedRAMP) certification in accordance with The Office of Management and Budget (OPM), Security Authorization of Information Systems in Cloud Computing Environments (FedRAMP) Policy Memo dated 8 December 2011.

4.2.2 The contractor shall identify helpdesk/customer service contact information that shall be available to respond to USTRANSCOM requests for assistance.

4.2.3 The Contractor shall establish, maintain, and administer an integrated data management system for collection, control, publishing, and delivery of all program documents. The data management system shall include but not be limited to the following types of documents: Contract Data Requirements List (CDRLs), White Papers, Status Reports and Task Order Proposals. The Contractor shall provide the DPMO with electronic access to this data, including access to printable reports. If the API connection fails, the Contractor must send survey completion files via DoW SAFE every 12hrs OR a solution will be provided within the survey platform where DPMO staff can extract needed data.

4.2.4. Contractor shall have data downloads, in various forms (including but not limited to csv, text, or MS Excel format) available to DPMO. They will also have capability to export survey results in a variety of formats including SAS, SPSS, MS Suite, Portable Document Format (PDF), comma-separated values (CSV), tab-separated value (TSV), Google Drive, user-submitted files, etc.

4.3. Technical Refresh. To ensure new design enhancements and technological updates or advances, the contractor shall offer, under this DO, platform components available to the contractor's commercial customers. Furthermore, the contractor shall make available any commercially available updates to the platform provided under this DO. If such updates are available to other customers without charge, then they shall also be made available to the DPMO without additional charge. Vendor commercial product offerings shall include “state of the art” technology, i.e., the most current proven level of development available in each product category.

5. Record Management

5.1. All physical records, files, documents, and work papers, provided and/or generated by the /DPMO and/or generated for the DPMO in performance of this PWS, maintained by the Contractor which are to be transferred or released to the DPMO or successor Contractor, shall become and remain DPMO property and shall be maintained and disposed of In Accordance With (IAW) Air Force Manual (AFMAN) 33-363, Management of Records; Air Force Instruction (AFI) 33-364, Records Disposition – Procedures and Responsibilities; the Federal Acquisition Regulation, and/or the Defense Federal Acquisition Regulation Supplement, as applicable. Nothing in this section alters the rights of the DPMO or the Contractor with respect to patents, data rights, copyrights, or any other intellectual property or proprietary information as set forth in any other part of this PWS or the NetOps and Infrastructure Solutions contract of which this PWS is a part (including all clauses that are or shall be included or incorporated by reference into that contract).

5.2. Data Rights. The Government has exclusive rights to any and all survey data, metadata, transactional volumes and timestamps, results, and reports created by the contractor, as well as any data analytics generated from the survey data. The Government reserves the right to share this information with any third party and further contract for other data analytics. The Contractor shall not have any ownership interest or rights in the data it produces and must turnover all data at the Government's request. Furthermore, the Contractor shall not assert any claim of ownership against the Government on the reports it produces on the Government's behalf. Once any such report is in the Government's possession, the Government may reproduce the data, the report, and any data analytics in any manner that fulfills a government purpose.

6. Cybersecurity

6.1 Operationally Critical Support. The services designated under this contract are “operationally critical support” as defined in DFARS 252.204-7012.

6.2 Cybersecurity Incident Reporting.

6.2.1 In addition to the DFARS 252.204-7012 reporting requirements for unclassified systems and DoW Manual (DoWM) 5220.22, National Industrial Security Program Operating Manual (NISPOM) for classified systems, reportable cyber-incidents include, but are not limited to, the following:

6.2.1.1 Unauthorized data exfiltration, manipulation or disclosure of any DoW information resident on or transiting the contractor's (or its subcontractors') unclassified or classified information systems or networks.

6.2.1.2 Unauthorized access to the contractor’s (or its subcontractors’) unclassified or classified information system(s) or networks(s) on which DoW information is resident or transiting.

6.2.1.3 Cyber-incidents as listed in the MITRE ATT&CK Framework available at https://attack.mitre.org/, incorporated herein by reference, which affect network or information systems where DoW information is resident or transiting.

6.2.1.4 Notifications by a federal, state, or local law enforcement agency or cyber-center (i.e., National Cyber Investigative Joint Task Force (NCIJTF), National Cybersecurity & Communications Integration Center (NCCIC)) of being a victim of a successful or unsuccessful cyber-event, anomaly, incident, insider threat, breach, intrusion, or exfiltration.

6.2.2 If the cyber-incident affects a classified system, vulnerabilities associated with the incident will be classified per the current version of USTRANSCOM Instruction 31-02, Security Classification Guide.

6.3 Cybersecurity Incident Reporting Timelines.

https://attack.mitre.org/

In addition to providing the notification required by DFARS 252.204-7012, the contractor is required to notify USTRANSCOM as soon as practicable, but NLT 72 hours after discovering a reportable cyber-incident. The reporting timeline begins when the incident is discovered or reported to the company, its employees, contractors, or cybersecurity firm responsible for providing cybersecurity and response for the company. The contractor shall contact the USTRANSCOM Cyber Operations Center (CyOC) via phone at 618-220-4222. If the contractor does not immediately reach the CyOC via phone, the contractor shall send an email notification to transcom.scott.tcj6.mbx.cyoc@mail.mil.

6.4 Mandatory Reporting Data.

6.4.1 The contractor shall work with the USTRANSCOM CyOC through resolution of the incident. Within 72 hours of becoming aware of a reportable cyber-incident, the contractor shall provide an initial notification of the incident, even if some details are not yet available, which includes, but is not limited to, the following information:

(a) Company Name

(b) Who will be the POC with contact information

(c) Contracting Officer POC (name, telephone, email)

(d) Overall Assessment –Description of incident, data at risk, mitigations applied

(e) Indicators of compromise

(f) Vector of attack (if known)

(g) Estimated time of attack (if known)

6.4.2 The contractor shall provide a follow-on cyber-incident report to the USTRANSCOM CyOC, which includes, but is not limited to, the following information:

(a) Contractor unique Commercial and Government Entity (CAGE) code

(b) Contract numbers affected

(c) Facility CAGE code where the incident occurred if different than the prime contractor location

(d) POC if different than the POC recorded in the System for Award Management (name, address, position, telephone, email)

(e) Contracting Officer POC (name, telephone, email)

(f) Contract clearance level

(g) Name of subcontractor and CAGE (if applicable) code if incident occurred on a subcontractor network

(h) DoW programs, platforms, systems, or information involved

(i) Location(s) of compromise

(j) Date incident discovered

(k) Type of compromise (e.g., unauthorized access, inadvertent release, other)

(l) Description of technical information compromised

(m) Any additional information relevant to the information compromise

6.5 Incident Reporting Coordination

6.5.1 In the event of a cyber-incident, USTRANSCOM may conduct a review of network or information systems, including cloud-based systems/servers, where DoW information is resident on or transiting to assist the contractor in mailto:transcom.scott.tcj6.mbx.cyoc@mail.mil evaluating the extent of the incident and to share information in an effort to minimize the impact to both parties.

Date and time of on-site visits will be mutually agreed upon by USTRANSCOM and the contractor in advance.

6.5.2 The contractor agrees to allow follow-on actions by the Government (e.g., USTRANSCOM, Federal Bureau of Investigation, Department of Homeland Security, DC3, etc.) to further characterize and evaluate the suspect activity.

The contractor acknowledges that damage assessments might be necessary to ascertain an incident methodology and identify systems compromised as a result of the incident. Once an incident is identified, the contractor agrees to take all reasonable and appropriate steps to preserve any and all evidence, information, data, logs, electronic files and similar type information (reference NIST Special Publication 800-61: Computer Security Incident Handling Guide, (current version)) related to the incident for subsequent forensic analysis so that an accurate and complete damage assessment can be accomplished by the Government.

6.5.3 The contractor is not required to maintain an organic forensic capability, but must ensure data is preserved (e.g., remove an affected system, while still powered on, from the network) and all actions documented until forensic analysis can be performed by the Government or, if the Government is unable to conduct the forensic analysis, a mutually agreed upon third party (e.g., Federally Funded Research and Development Center commercial security contractor, etc.). Any follow-on actions shall be coordinated with the contractor via the CO.

6.5.4 The contractor agrees to indemnify and hold the government harmless for following any recommendations to remedy or mitigate the cyber-incident following the actions under 6.5.1 and 6.5.2.

6.6 Confidentiality and Non-Attribution Statement.

The Government may use and disclose reported information as authorized by law and will only provide attribution information on a need-to-know basis to authorized persons for cybersecurity and related purposes (e.g., in support of forensic analysis, incident response, compromise or damage assessments, law enforcement, counterintelligence, threat reporting, and trend analysis). The Government may share threat information with other USTRANSCOM industry partners without attributing or identifying the affected contractor.

6.7 Subcontracts.

6.7.1 The contractor shall include the above cybersecurity language in paragraphs 6.1 through 6.7 in subcontracts, or similar contractual instruments, including subcontracts for commercial items, without alteration, except to identify the parties.

6.7.2 The contractor shall require subcontractors to report cyber-incidents defined in paragraph 6.2.1 to the prime contractor when DoW’s information resides on the subcontractor’s system(s) or network(s).

7. Transition and Phase-In/Phase-Out.

7.1. Phase-In. The Government intends to begin triggering surveys using this platform as soon as possible. The Contractor shall have the platform configured for use in accordance with the requirements in this PWS and have the API established within 30 days of contract award.

7.2. Phase-Out (Optional)

7.2.1 Phase-Out Procedures. Not less than 90 days before contract expiration, the Contractor shall coordinate the following phase-out procedures with the Contracting Officer Representative (COR) and Contracting Officer.

7.2.2. Communications. The incumbent Contractor shall conduct weekly phase-out calls with the successor Contractor and the Government for the duration of the scheduled phase-out period or until the Contracting Officer provides alternate direction. The Contractor shall appoint a primary and secondary point of contact to address phase-out questions and issues. The Contractor shall notify the Contracting Officer within one (1) government business day of discovering any issues that would impact the phase-out schedule/plan.

7.2.3. Information Systems. The Contractor shall ensure IT systems remain operational and accessible to the Government until all surveys are complete and responses have been received IAW the timelines for responses as configured at the time.

7.2.4. Files. The Contractor shall transfer all files (electronic and/or paper) to a successor Contractor as mutually agreed upon between both parties and the Contracting Officer. The Contractor shall provide electronic data files to a successor Contractor for incorporation into a follow-on system. The Contractor shall transfer all paper and electronic files for the past 10 years to the successor Contractor for incorporation into their database no later than contract commencement.

Appendix 1

HOUSEHOLD GOODS SURVEYS

Counseling Survey

Text Message Language

The DoW values your opinion. Please provide feedback on your counseling experience.

${1://SurveyURL}

Reply STOP to opt out

Email Language

Hello ${e://Field/rank} ${m://LastName}, We need your feedback about the counseling from your move. Your insights will directly shape a better experience for service members in the future.

You'll see a few similar quick surveys at other points in your move (unless this was a PPM, then you're all done!).

Thank you for taking a few minutes to make a big difference.

Take the Survey ${l://SurveyURL}&src=${e://Field/src}

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any requests to forward it to a government representative. Your survey link will expire in 120 days.

Sincerely, The Department of War

${l://OptOutLink?d=Opt-out}

The Department of War appreciates your feedback regarding your counseling experience.

1. Which option best describes your counseling method?

2. Please rate the responsiveness and professionalism of the counseling office.

https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

3. How satisfied were you with the information received through counseling?

4. Please tell us more about your counseling experience.

We thank you for your time spent taking this survey.

Your response has been recorded.

Origin Survey

The DoW values your opinion. Please provide feedback on your origin experience.

${1://SurveyURL}

We need your feedback about the origin process from your move. Your insights will directly shape a better experience for service members in the future.

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

The Department of War appreciates you taking a few minutes to complete this survey regarding your pickup experience for your shipment moving under.

Click on the arrow below to proceed.

1. Please rate the quality of the packing and preparation of your items.

2. Please rate the professionalism and courtesy of the moving crew at origin.

3. Please rate the timeliness of your moving services at pickup.

4. Please rate your government quality assurance support at pick up.

5. Tell us more about your pick up experience.

6. Are you willing to be contacted about your experience?

Destination Survey

The DoW values your opinion. Please provide feedback on your destination experience.

${1://SurveyURL}

We need your feedback about the destination process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any

The Department of War appreciates you taking a few minutes to complete this survey regarding your delivery

1. Please rate the professionalism and courtesy of the moving crew at delivery.

2. Please rate the timeliness of your moving services at delivery.

3. Please rate your overall satisfaction for all phases of your move.

4. Please rate your government quality assurance support at delivery.

5. Please rate how well counseling prepared you for your move.

https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

6. Tell us more about your delivery experience.

7. Are you willing to be contacted about your experience?

Claims Survey

The DoW values your opinion. Please provide feedback on your HHG claims experience.

${1://SurveyURL}

We need your feedback about the claim process from your move. Your insights will directly shape a better https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any

The Department of War appreciates you taking a few minutes to complete this survey regarding your claims

1. Rate your mover’s responsiveness in resolving your claim.

2. Rate your overall satisfaction with the claims settlement offered by the mover.

3. Tell us more about your claims experience.

4. Are you willing to be contacted about your experience?

MCO Survey

The DoW values your opinion. Please provide feedback on your MCO experience.

We need your feedback about the MCO process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any

The Department of War appreciates you taking a few minutes to complete this survey regarding your Military Claims Office experience for your shipment moving under.

1. Did you interact with the MCO during your claims process?

2. Rate the Military Claims Office's responsiveness in resolving your claim.

3. Rate your overall satisfaction with the Military Claims Office process.

4. Rate the professionalism of the Military Claims Office.

5. Tell us more about your Military Claims Office experience.

https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

6. Are you willing to be contacted about your experience?

PERSONALLY OWNED VEHICLE SURVEYS

Turn In Survey

Text Message Language

The DoW values your opinion. Please provide feedback on your turn-in experience.

${1://SurveyURL}

We need your feedback about the POV turn-in process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

The Department of War appreciates you taking a few minutes to complete this survey regarding your turn-in experience for your Privately Owned Vehicle (POV).

1. Were you treated in a professional manner by the Vehicle Processing Center (VPC) staff at turn-in?

2. Rate your experience scheduling a turn-in appointment.

3. Were you able to complete the turn-in process within one hour of your scheduled appointment time?

4. Were you turned away from your initial visit? Select all that are applicable.

5. Rate your overall satisfaction with the turn-in process.

6. Tell us more about your turn-in experience.

Pick Up Survey

The DoW values your opinion. Please provide feedback on your pick-up experience.

${1://SurveyURL}

We need your feedback about the POV pick-up process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

The Department of War appreciates you taking a few minutes to complete this survey regarding your pick-up

1. Were you treated in a professional manner by the Vehicle Processing Center (VPC) staff at pick-up?

2. Rate your experience scheduling a pick-up appointment.

3. Were you able to complete pick-up process within one hour of your scheduled appointment time?

4. Rate your overall satisfaction with the condition of your POV at pick-up.

5. Rate your overall satisfaction with the pick-up process.

6. Tell us more about your pick-up experience.

POV Claims Survey

The DoW values your opinion. Please provide feedback on your POV claims experience.

We need your feedback about the POV claims process from your move. Your insights will directly shape a better

Please do not forward this email/text to anyone else, this link is your private invitation to take the survey. Report any

The Department of War appreciates you taking a few minutes to complete this survey regarding your claims

1. Rate your overall satisfaction with the contractor's responsiveness to your claim.

2. Did you settle your claim on-site at pick-up?

3. Rate your overall satisfaction with the POV settlement process.

4. Tell us more about your POV claims experience.

5. Are you willing to be contacted about your experience?

https://dod365-my.sharepoint-mil.us/personal/samantha_c_scarr_civ_mail_mil/Documents/Microsoft%20Teams%20Chat%20Files/$%7bl:/SurveyURL%7d&src=$%7be:/Field/src%7d

Appendix 2

PROJECTED DP3 CSS TOTALS