GHC_Process_Map.pdf
PDF 46 KB Posted
- Attached to
- Household Goods (HHG) Relocation Services Federal contract opportunity
- Solicitation number
- HTC711-19-R-R004
About this file
This Request for Information pertains to household goods relocation services for the Department of Defense United States Transportation Command. The RFI seeks market research to identify small business and new entrant capabilities for meeting HHG relocation requirements. It requests capability information to facilitate decision-making but does not constitute a request for proposal or commitment to purchase. All submissions will become government property and will not be returned. The RFI notes USTRANSCOM will not be responsible for any costs incurred by respondents.
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Text version
SE
RV
IC
ES
SE
RV
IC
E
ME
MB
ER
MO
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MA
NA
GE
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TR
AN
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Orders Integration Platform
Send orders
PRE-MOVE
Once orders are received, the service member coordinates for counseling with the Move Manager; the Move Manager firms the requirements and schedules the move.
Receive orders
Packing & inventory
Loading & inventory
Centralized DoD Oversight of Contractor Performance
Delivery & inventory
Complete Customer
Satisfaction Survey (CSS) If claim filed
If no claim filed
Respond to claim with offer
Accept offer or transfer to MCO
Adjudicate with Move Manager
CSS module generates survey
PHYSICAL MOVE
The Move Manager and the service member coordinate to pack, load, deliver, and inventory goods. During this process, the Services may perform quality assurance (QA) inspection, and success is measured through timeliness of pickup and delivery of HHG.
POST-MOVE
Upon delivery of goods, the service member may file a claim for any damaged goods. If a claim is filed, negotiation is required between the service member, the Services, and the Move Manager.
EDI module creates invoice
Create and send invoice to government
Review invoice and pay Move
Manager
If re jec te dRetrieve storage
If requesting storage
Key Performance Indicator
Process Step
Process Step, if Applicable (Decision Required) Information Flow from Module or Database
• Program oversight
• Contracts
• Contract Office
Representative Support
• Maintain DTR
STAGE
SETTING
CSS: Customer Satisfaction Survey DTMO: Defense Travel Management Office DTR: Defense Travel Regulations EDI: Electronic Data Interchange JTR: Joint Travel Regulations MCO: Military Claims Office
Module or Database
KEYGLOSSARY
Defense Personal Property Household Goods Relocation Process – To-be Process
Receive orders
Schedule Counseling
Conduct counseling
Firm order requirements/ book move
On-Time Pickup
On-Time Delivery
Overall Customer Satisfaction
Claim Settlement & Quick Claim Settlement
• Single POC responsible for assisting customer from counseling to claims resolution
• Centrally planning capacity to ensure quality moving and storage is aligned to DoD demand
Services-Centered QA Inspection
USTRANSCOM Data Capture
• Manage the personnel assignment process
• Improve Orders Lead Time
• OT&E QA Personnel
• Standardize Service
Guidance & Processes
• Understand personal entitlements
• Be familiar with Service-specific guidance
• Maintain awareness on moving process (Move.mil)
• Establish entitlements
• Develop JTR
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File details come from the government source that posted it. Updated .