Industry Day Part 3.pdf

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IND _0060 (Completed 08/13/25) Transcript by Rev.com

Speaker 1 (00:01):

Exercise for today and then we'll call it a day. 15 minutes. I had perfectly back on time. Alright, see we already have people ready to contribute. This is awesome. Here we go. Alright, Colonel Ashton. All right, everybody, I think we have enough to kick it off here. So I want to start off again, kind of going back to what I led in with this morning. I know your time is valuable. I know that it's a huge effort to be here and it's an incredibly busy time of the year for you that is not unknown or lost to me. So I want to start this last session by thanking you for today. I know there's been a lot of discussion and some has been repetitive. I understand that it's a lot of talking in six to seven hours. It still provides a complete, fair and transparent opportunity for our industry members to provide their inputs today.

(01:04):

As I stated this morning, we let off with customers. We went to program structure, we talked about your ideas. This final hour is 100% dedicated to your remarks that you did not get to state today or how you feel the lasting comment you want to leave for the joint task force. So I asked you to consider coming up if you have not spoken all day. If you have, please consider the final inputs that you want the joint Task force to consider to include one or two quick wins that will improve our customer, our service members experience for FY 26. So I'll say that again. Please come up with your final closing comments on what the joint task force must consider and please include one or two quick wins that will allow you and allow us to improve our service members for FY 26. Once that is complete, I will wrap us up at the end of the hour after our timer goes off, and then our final will be closing comments by major General Curtis and then we'll be done for the day. I'll pause there. I yield and I appreciate everybody's inputs.

Speaker 2 (02:08):

You're up

Speaker 3 (02:10):

Lisa Bar, Paxton Companies, Washington, dc My first question is maybe there could be a consideration about doing an open season. Some TSPs may have continued on with the domestic program and let their international kind of go by the wayside because of the GHC situation. So it would be an opportunity to get chance to review the TSPs that are part of the program, maybe add some new ones.

The other thing I wanted to mention is that if you decide to go to a single source, I would highly recommend have a different group of folks who have industry knowledge running that single source option. As an example, I received calls from Home Safe to ask me how to route international shipments.

I don't know if they were checking on another TSP or they were trying to move OTO international military, but I thought it was very unusual that that would happen.

(03:31):

So it kind of led me to think that maybe the right people weren't over there. So if you're looking at something like that, I would just suggest you look at who's over there and what knowledge is over there.

And finally, if you have to make a change, you've already got an, I know this will be horribly controversial in this room. Apologize to everybody right now. And I am wearing red, so you will see me. Unfortunately you have an MOU in place with the GSA for your military, international military moves that run through the State Department. If you had to do something, you could move your international military over to GSA champ and then focus all of your attention on domestic program. Obviously you would have to add TSPs who are part of this program in that program to service all the moves. But I'm just throwing it out.

It has been a wonderful program and I think the military members have proved to be very satisfied.

Thank you.

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Speaker 4 (04:42):

Steve. Allied Van Lines, I just wanted to, from the end of the last session, the lieutenant colonel asked what could be changed in DP three or where there might be some attention. Tim mentioned a couple things, but I think there's basically three things that you could study hard. One is the distribution of shipments and that's tied into the carrier qualification process, right? Who is in your program to do the work, but shipment distribution quality. Again, ditto what Tim has said. Get transparency, get statistical accuracy in measurements of those and use other operating metrics to judge quality. And then from a price format perspective, you may consider truing yourself up to the commercial tariff. Once again, if you don't know you're losing ground to the commercial tariff, which at some time when business comes back on the commercial side, you may be challenged because the relative differences between the two tariffs are separating. You may want to take a look at that and perhaps true that up. I'm not saying that give all that money back. There's other ways and things like that, but you might want to look at getting the base tariffs back in line with what the commercial corporate buyer is accustomed to. So there's three things you could look at pretty roundly if you were to consider trying to carry on the DP

Speaker 5 (06:27):

Three. Hi everyone. Thank you again for the forum and thank you to all the terrific industry members here today. It's really a privilege to sit and listen to their expertise. My name is Sandra Clary and I'm with Enterprise Database Corporation, A-K-A-E-D-C because it tastes less time to say. And we provide the technology that currently is used by 99.9% of all of the TSPs in the room and many of the agents as well that is connecting the current DPS program to your supply chain. And then also is part of helping to most efficiently feed information into DPS and then bring your updates and your other information back. Why do you care? Because if something is importing and flowing and very elegantly transferring, that means that your supply chain, who you'd rather be out there taking great care of service members and their families aren't sitting there redundantly doing a thousand different layers of data entry.

(07:22):

Something that I know you're probably a little bit familiar with from other fronts as well. So we are here doing that. And in addition to obviously the electronic inventories you were talking about within our system to your claims question, it does connect directly to claims that are made so that you can automatically already notice that something had already been reported on and what photos and other things were taken with it. This isn't a commercial for the technology, this is saying the technology's already in place and already heavily in use and adopted. And then when the question becomes what's to the benefit of the service members, and I love the points you've got up there, trust, timeliness, accountability, and boy if I could read that modernization, thank you very much. Yes, thank you Brian.

But to those things, if I was a service member sitting out here and I do stay pretty connected with some of the spouse groups to be sure I am listening to their feedback and when they're saying, gee, I know in some of the other programs that had been pitched and tried, there were movers being stalked online because they weren't given any contact info for 'em, right?

(08:27):

And they were kind of stalking 'em online. My Google skills are strong, I can figure out how I can find you and reach you. And they were, they're very effective with that. But ultimately at the end of the day when you're talking about what are service members and their families hoping for, they want number one visibility like who's my partner? Who am I working with? The technology in place already gives you the ability if you want to be the conveyor of that info or if you want that to be integrated in. I know within our world we also integrate with other technologies and other systems. And by the way, we absolutely would love to do just a tech innovation demo with you and your team at any time that's https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=0 https://www.rev.com/ https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=282.97 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=387.49 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=442.97 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=507.68 convenient for you. Invite other people that also are mature technologies in the same market space to have a conversation to where you're not thinking of things hypothetically, but able to look at those.

(09:13):

We'd love to show you how that can forward your goals. But for the takeaways on that, I'm saying number one, I'd want to see a score grade maybe. And I think that goes back to also though making sure that the KPIs and the CSS scores are based upon realistic controllable factors that actually contribute to a positive income for your service members. I think it was Tim Lenal. I know you'd be surprised that he does voice an opinion every once in a while, and I think one of your things earlier was when they were going to change it and really score against people. Just if someone submitted a claim, didn't matter if it was valid or if it actually came through, but you were dinged for someone submitting a claim. That to me is not a fair. You're saying, yeah, we absolutely want to find a win-win a fair sort of a dynamic for people.

(09:59):

And that's a good example of where the metrics that you're measuring do need to be realistic and controllable by your supply chain. But to where if I was a service member, I'd want to know who am I working with for which parts of the business? I want to know what the specific statuses are on those just at a glance, just the same way you want to know if you're managing a program, I'd want to know maybe a score grade that tells me not just this is where they are from the metrics, but yay, I got the best in my area. This is exciting. You're asking how to incent workforces. Hey, if they do a better job, give them more business. That's a great way for things to stabilize for those people that are delivering the outcomes that you've established and then are able to give.

(10:42):

So again, not so much a commercial for EDC specifically, but just talking about the technology that's already in place. You're talking about speed to market. I'm sure September five is just looming over your heads. It's not that far away. So there's already technology in place that is connecting your supply chain.

There's already technology in place that is able to achieve probably a 75, 80 5% of even the things that you don't even know that you want to ask for yet. And we'd be happy to sit here and support those as well as any other technologies that you wanted to tie in. Thank you again for today. Thank you.

Speaker 6 (11:18):

Hello everybody. Brian Opolis with the International Association of Movers. I just want to say thank you again on behalf of IAM for this forum today. We appreciate the opportunity to engage. We appreciate the opportunity to meet you at that shared goal of making the PCS process better for the service members and their families. We want to meet you there. Our vision at IAM is to make the moving process easier for all customers. And there have been a lot of big ideas shared today and we've heard them for many years. We want to engage with you on the ideas that you think are worthwhile to pursue. Our industry is ready to engage. These people love to talk about the DOD, trust me, they love this stuff and they want to help you. Many people in this room are military veterans, spouses as we saw with previously, and so we want to make it better. So one plug I will say is we have the industry's largest conference, October 24th through the 27th is where the moving supply chain comes together. And obviously by that point you will have made your recommendations, but you will still have to share that out with industry and we would certainly welcome all of you and whoever else at DOD to come to our conference and share what the future will be at that point. Again, thank you on behalf of IAM. We look forward to your partnership and how we can make the process better in the future.

Speaker 7 (13:05):

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Kevin Apen, coastal moving in storage, ditto on having the meeting and obviously everyone here is very passionate and we all want the same thing. We want the customer to have a good experience. We don't want claims, we don't want missed rds missed pickups. It's a pain on everybody's side, especially the member. Myself, I'm a fifth generation mover. I've written letters be for GHC started before everything really went into fruition, kind of saying where we thought it was going to go started. I'm still young, but started when I was 13, sweeping in the warehouse, driving trucks, moving furniture, driving forklifts, done it all. So everybody here cares about these members and we want to help you with the system. So I guess what it comes down to is just kind of trust us is kind of where we're at and we want to help.

That's the biggest thing. Thank you.

Speaker 8 (14:09):

How you doing? I'm Rod Len with International Auto Logistics. I got a quick question for you. The draft 2026 NDA calls for the establishment of Defense personal Property Management office in OSDP and r. P and R will be responsible for all functions management and other matters of the D-P-P-M-O. Where has the decision already been made? They haven't voted the course so they can change, but it seems like that's at least one of the options is going forward. There will be a change in the leadership location.

Speaker 9 (14:47):

He was looking at me to answer the questions, so I had a heads up on that. I don't know how that's going to play out. I'm just being 100% fully transparent with you. I know that DOD is engaging with the Hill on that and I know there's a back and forth process associated with that, talked with p and r about that as well. I cannot give you an answer today and I'm not trying to hide anything. I'm just being a hundred percent straight with you. That's in the back and forth discussion right now. That's straight info as much as I can give. It's a good question, but I don't know how that's going to play out.

Speaker 10 (15:38):

Angela Bussey National Forwarding, you asked about 2026 and I think a quick win for everyone, including the customer move management agent is the date change process. Right now, currently a customer wants to change their dates. They usually go to either the move management company or the TSP or the agent. Unfortunately we have to tell them that we cannot do that for them. They have to email the gyps O and tell them about their date change. Then the gyps O has to email us and then we can start the coordination process of changing dates. If we could just cut out the middle band and work with the customer directly about changes and then we can forward that information. Maybe you want it in writing. So we forward it over to the gyps O and they have it. But it's unclear to me why the customer would have to email the gyps O is again one of those administrative burden things and the customer doesn't understand and they almost feel like we don't want to do the date change. When that's not the case, I think it would open up a lot more capacity for you guys too, and that we could work with the customer directly and field that for them.

(16:57):

The second thing I have is there is a provision in the tender of service that says that Saturday deliveries, and I'm not talking about compensation at this point, has to be between the customer TSP or GYPS OI think it's worded some gyp SSOs interpret that as all three must agree on that in order for a Saturday delivery to occur. And some interpret that as two out of three of those parties must agree. And so when we try to accommodate a Saturday delivery, some Gyps SOS might give us a letter of warning on that and some might not. And so I think clarification in that language would be huge for everyone.

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Speaker 11 (17:48):

Chuck Bailey, cornerstone Moving Storage in Woodbridge, Virginia, Fredericksburg, Virginia. First of all, I've been coming to these PPS for years and sir, I applaud you. This is one of the better ones I've ever been to and I think that's because you're set to a task and that's a good thing to have. We've talked about different things, Tim, Steve ODed, Scott have talked about different things that the current program is not broken, but it can be tweaked and made a little bit better. So my challenge is, sir, you said readiness. We want the war fighter to experience the best move possible. The rules and regulations that have been set up have caused industry, whether you're a single TSP like me or a multiple TSP to figure out what needs to be done to maximize revenue or volume or customer satisfaction or whatever you want to do.

(18:51):

Well, what that's done is I have one SC and it is managed and it's managed by, we've got multiple move managements. I have who I consider to be the best of the best and that's national. That's who I consider the best of the best. That's why I picked them. I am an agent and I am not a large agent. I'm a small agent compared to the interstate van lines and the jks and the hilder moving the storage in western DC area. But I think over the years I've built a reputation of quality and people know that if Chuck does it, Chuck's going to do it right? The problem is, so I think I'm one of the best of the best. The problem is because I only have one sc, somebody else may have multiple, which is okay, I don't think that needs to be changed right away.

(19:44):

That's something that needs to be talked about and looked about, looked at down the road. But if somebody has 15 or 12 and they divide 'em up amongst the move managers, move managers say, yeah, I got to get quality. You guys want the best of the best, but really I've got a partner and it's not Chuck.

Chuck may be better than my partner, but I need to give that job to my partner not to chuck. So I think the first thing that needs to be addressed from you guys is how do we make sure that we really are holding the people that do the work, the agents who pack and load and deliver, how do we make sure that they get who the best of the best get the work? How do we do that? Because right now people may talk about quality and using good agents, but they don't have to use the best of the best. There may be multiple, best of the best in an area, maybe four or five or six or 10 agents, but I can guarantee you that not all move managers look at that. They say, oh, send it to our partner.

(21:00):

So that's where I think you can start and say, okay, how do we fix that problem? And then we'll look at customer satisfaction and then we'll look at how to get statistically valid and let's figure all that out. The best of the best need the service a warfighter

Speaker 12 (21:23):

Hi Tim Al with National Band Lines. First I'll say you talk about safeguarding their memories. Our company's slogan has been for a long time moving your memory. That's the way we think of it. We understand that we feel the same way about our customers, whether they're civilian or military, that that's what we're doing is we're moving their military or moving their memories. Two things that I think we could do for wins for 2026 is number one, again, let's get focused more on customer satisfaction.

Right now the customer satisfaction is our score is 20% of our score. That's the same amount of the score that comes from the claim survey. And that only applies to folks that have had a claim and that have bothered to fill out a survey. And so that's like four or 5% of the population of GEDs. So it's like this little bitty part of the puzzle that's getting kind of an out weighted amount of attention in my opinion.

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(22:21):

And there's a high correlation between low survey scores and low claim surveys. So you're kind of double measuring that. I think that'd be a big help. Another one that I think could be addressed is the number of short fuse shipments that operate in this system. I think really high. I think it's about 10% on a year round basis. And when you throw those shipments out on short fuse, it's kind of a jump ball to everybody in industry. I think you're going to get better service if you can minimize those folks that are weeding around to go into the TMO or the Gyp. So to do their counseling, to get their shipments booked with the moving in, I think that'd be a great way for you probably reduce costs and also improve service.

And I want to also add one more comment too about the relationship that industry has with the different parts of DOD that we interface.

(23:14):

I think the service headquarter leads the personal property leads. We have a good relationship with those folks and I think most of those folks understand that if they have a problem on a national shipment or any of my counterparts, that they can come directly to us and we're able to take immediate action to help triage that customer and make sure they're getting good service. And the other part is we've always had a great working relationship with the military claims off. And I think that's a good example of how we can have a working relationship with the government and industry to develop processes and procedures that end up benefiting our thank you

Speaker 13 (24:03):

Ed Graves. If you could do one thing, I would ask that you strengthen the local agents. The local agents are in many cases singularly responsible for what happens at the curb. We are the last line of defense before that crew shows up at the service member's door. So the stronger your agent base is, the better the outcome at the curve. Please remind transcom that they have a tool in their toolbox to make the current program better, which is the business rule changes. If they leverage those business rule changes and interact with industry the way you have here today, everything will fall in line and work out. Wow.

Speaker 14 (25:15):

KAR Dean Van Lines. I think Ed just said MCOs and that triggered me on an improvement for the customer, which is I think a lot of the feedback that you were looking for. I'm part of iams claims committee or chair woman Sues right here to my right. And one thing that we've been encountering recently is for mold and fire claims. These are kind of the worst type of claims that a service member can have mold. A lot of time comes up in international moving because the shipments are contained in the lift vans, wooden containers, they can be when they're at the port, they can be left outside. There's a lot of mold in international but also in domestic. And the MCOs used to be the ones that were involved with remediating and addressing that issue, both the TSB and the member would know who to work with.

(26:13):

Recently, the MCOs have told us industry that they're backing out of dealing with any type of mold claims and they're putting it on transcom. And I don't know if Transcom is currently built out to face that. So this is something that's kind of hot right now service member and industry issue that you guys should be looking at because those members that will have the mold claims, well now we're kind of industry is left without a partner, so we're trying to take care of it the best way that we can. But without the MCO there, if the customer doesn't like doesn't agree or maybe thinks that things should be done differently, there isn't that unbiased adjudicator from the government to help out. So please take a look https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=0 https://www.rev.com/ https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=1341.34 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=1394.59 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=1443.29 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=1515.17 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=1573.91 at that when you can. And this will be my last of many comments today. I really appreciate having the opportunity to speak with you guys and we appreciate you guys taking our input. Thanks

Speaker 15 (27:10):

Jamie McDaniel, the side of the companies really would like to, I mean I've only been in the industry, a lot of people have been a lot longer, only about 15 years, but this has going to be very unique forum today. Really haven't had this experience previously. We've met with Transcom obviously, but it just feels different. Really want to appreciate the back and forth with you. And I do think that you've taken in a lot of information today. Obviously this group really is very passionate about what we do and really wanting to help. But one thing I would really encourage, again, a lot of information. We live this every single day. We understand some things. We're trying to get in the weeds as much as we can, but we're really not able to do too much of it. So I thoroughly encourage you to even after you make your final decision, hopefully before some, but meet with these small groups or even the associations, the claims thing. That's been a big topic here today, but really haven't gotten into how you solve some of those things. But there's a lot of little things that this industry could really help fine tune and make better for the service member. And again, I know that you're shining star, north Star, it's ours as well too. So thank you again for the form today and allowing us to do this and look forward to working with you in the future.

Speaker 16 (28:29):

Brian Morby, Carlisle Van Lines, I agree with a lot of these things. The shipment distribution, I agree with survey scores and the analysis and all that. One of the things that I've been thinking about over here as I sit that probably ought to be talked about in light of us trying to give the military member the best service possible would be one of the factors that goes into that BBS score is the rates. So 30% of that final score is based on the rates that are filed, not necessarily the quality and the work that was provided overall, but how high of a discount rate you filed. So again, if we want to focus on the military member in a lot of ways, I feel like that ought to be decoupled from that score. And that's just something I was thinking about as I sit here and it hadn't been talked about, so I thought I'd bring it up.

Thank you.

Speaker 17 (29:46):

Hi Georgia Angle. I want to keep on the claims thing for just a moment and the concept of these working groups, I myself was way back when on a claims working group, myself and another lady in our industry along with the military claims office, put together the claims and liability business rules. We developed the ad delivery and the after delivery and it was a group effort and short, we didn't end up as happy as a lark with everything, but it said this is what they wanted and we were able to have that conversation and say, okay, then maybe we can do it this way or maybe it should be this way. And I think the other part is when you were talking about the claims, Ms. Lang, about what is the customer looking at? We want to improve that process for them and maybe we need to have some kind of a seat there with it too. We were very successful as an industry and government when we did do the working groups together on specific items. It was successful. And again, it's not that industry wants to push back on what the idea might be, but we might be able to share, okay, that's a great idea, but have you thought about what that might do down the road there? So experts on both sides. So I really encourage again those working groups that we can focus on what that customer satisfaction can be.

Speaker 18 (31:29):

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General Curtis, I know why the Secretary of Defense picked you for this job. I believe you're the man for the job and to your panel and to all of you today, I just want to say thank you. I feel encouraged If nothing else today comes out of this, I go back with Resolve to be a better business owner, to run a better company and to serve our military personnel with everything that we can to give them the quality of service that they deserve. So thank you. Thank you to all of you. Appreciate it.

Speaker 19 (32:11):

Good afternoon, Bob McCabe with UniGroup We're United Band Lines and Mayflower Transit. I think your main question was what do we do in 2026 to make it a better program? And I think you've heard today that people don't want to repeat this peak season. There's a whole lot of challenges, not challenges we want to repeat. So I think it's really imperative that we shore up the current program with re-looking at fuel surcharge, looking at market rates. I know you've heard these things today. I'm recapping a little bit, but relook at the fuel surcharge, it is much different than any other fuel charge that DOD has in their program. Market rates, absolutely imperative. Survey completion, I think we've talked about surveys. I think it should be a requirement. We need to actually understand how this program's actually operating and we don't have enough data in it today to really understand that, but to do this for 2026, as you develop those options, the four options you talked about as you develop those out and look for implementation going forward. But I think it's imperative that we get 2026 squared away set up so that we're successful. Everybody knows what's going in. We talked about stability and predictability, keep the rule changes to a minimum so that we are not adding on top of where we are today, but actually shoring up what we have and making sure that we have a successful point. But thank you. Really appreciate your time. I know you talked about our time is critical and important. Yours is just isn't critical and important, so very much appreciated. Appreciate today.

Speaker 20 (33:42):

Hey, while we're waiting for the next person to go, I did want to ask, we talked a couple times today about KPIs in the tender program and basically just asking the government, well what are your KPIs for the tender program? What are your thresholds? And so what I would ask from this group is if you're going to submit, do the five page submission after this event, I'd be really curious to see based on your corporate accounts, what do those KPIs look like? What are those things that with your commercial customers, the items that are important and what are those thresholds, right? Are we talking 92%? Is that what success looks like? We just as part of market research, I think that's very important for us to be able to see from the industry. Thank you. Correct. Performance

Speaker 13 (34:47):

Speaking for a lot of the smaller agents that I know in the industry, a lot of the questions that you've been asking are forward looking to 2026 in light of what has happened over the last nine months.

There's a lot of those agents that aren't going to make it to 2026. So I want to remind the task force that with the power that the Secretary of Defense has bestowed on you, a lot of the agents need a tactical, immediate solution to what's going on right now.

Speaker 21 (35:42):

Alyssa Bennett with Cactus Consolidators. I'm going to be reading just because I wrote it down. So first thing was I'm hearing from a lot of the same people, which is great. They all make great points. I just think, and it's been said, opening up the discussion to smaller companies, there's a lot of van lines here, but I'm just a small TSP, I'm the director of operations there. I don't do a lot of volume, but I still think https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=0 https://www.rev.com/ https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=1931.86 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2022.65 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2087.36 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2142 my opinion matters. I have something to say about this. I just think opening it to everybody and making sure you're taking into consideration everybody, even the little guys. And then a couple quick wins I think, which to be honest would be probably better sooner rather than 2026. But the first one would be allowing third party services to be approved. I know that was mentioned, but our company, we file pretty competitive rates and if we're using a third, if the agent is using a third party, they need it for a motorcycle.

(36:42):

I mean, I would say 95% of the agents I use don't do their own crate for those kind of things.

Motorcycles, pool tables. If we have to use a third party, we're not making any money at that point. So we're kind of breaking even or we're, yeah, I would say we're more breaking even. So maybe allowing those to be pre-approved would be great. And then another one would be just training. I mentioned that the last time a lot of the members, and I know this has been mentioned, a lot of the members, a lot of the gyp, SSOs and even US TSPs, just education training, simpler way of getting all of that and yeah, lack of counseling. The members have, a lot of the issues they always have with us is that it seems like they're not counseled. They'll say, I can't believe my shipment's going to take 90 days to get to Spain.

And it's like, I mean we completely lay it out for them why it takes so long and then they kind of regress and they're like, oh, I'm so sorry. I was so upset. But it's that initial just like, I can't believe you guys are going to make me wait 90 days for this. And it's just, I think cutting it off at the beginning and just making that known from the beginning, counseling them, Hey, this is what your shipment's going to look like from A to Z would be great.

Speaker 22 (38:03):

Good afternoon. Michael Wilson National Forwarding. Thank you all for the time. Divided us, I think platform that divided good log. The two items that I would recommend that we look at for next year both involve stability, definitely recommend a pause back while industry can become stable, while you can further assess the implications secondary and tertiary, I'd also recommend a full reassessment of what that means. And thank you.

Speaker 23 (38:46):

Cody Hennet, US Bank. I probably talked way more than I should today, but I am really close to the program coming from just retired in January and having moved and having built relationships with folks on this side of the building and this side of the building, I would be remiss if I didn't thank all the professionals in the DOD, from the Gyp SSOs to the program offices to the J nine, to everybody that's been involved in this program. And then also the industry professionals, which now I'm a part of.

Everybody in this room wants to get to the same, everybody can cares about making the PC s relocation the better process for the service versus I would key on something that Rod said, obviously that the general answered about the possible move to OSD. I do think some of those are long-term wins that could be beneficial to the program overall.

(39:33):

And my peers from some of my friends on the DOD side of the house, but with direction from OSD down to the services vice asking and begging and pleading to be participating and helping us with program changes versus, hey, we kind of run the program now at the OSD level and those changes can be implemented at a higher level and could provide a lot of stability to the program. I think that's obviously those are bigger changes that would take a lot of time possibly looking at demand smoothing the actual PCS cycle across the entire season, or I'm sorry, the entire year versus just over the summer season. I https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=0 https://www.rev.com/ https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2202 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2283.39 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2326 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2373.43 know it's a longer term study that would take a lot of effort and time. The statistics are out there showing what size, who has families, school age, kids, all those things that kind of play into that decision.

(40:23):

But I think some of those deep research things could help us smooth things out, which would be beneficial to both sides of the table. Again, OSD, pushing out guidance to all levels in the services versus trying to get it to each of the service leads and having it go down could educate the customers. And then when you talk about that twenty four seven call center, which I think a lot of people have said has been very beneficial. Again, customers want to be able to reach out to that single point of contact, their IE, either their move manager or someone in their commercial sector, which they can call, Hey, I've got a problem. But at the same time, if those people can talk to the call center and get those questions answered, as opposed to we heard a lot of, I have to go to the gyps O, the gyps O has to come back to

me. The gyps O has to go to just streamlining the process. Again. Everyone here is after the same goal and I just appreciate all the conversation. And then like I said, I probably talked way more than I should, but I'm very passionate about this and so I look forward to seeing what we come up with because at the end of the day, who knows, my son could be in the services someday and I want him a great relocation service To Miguel for your

Speaker 24 (41:38):

Afternoon, Jason Kerns, Gridiron Forwarding, we are an international TSP. We do not do domestic moves, so we're not facing a lot of the problems that we've heard today and in most of the conversation, but understanding that we can't do what we do without the domestic part being fixed first and eventually that's going to roll over into the end national. The question about improving customer satisfaction question back and that is what are the customers unhappy about? If you dig into what their unhappiness lies, is it in the system issues? Is it in the processes of bookings, the claims process? Is it unrealistic expectations of transit time, of white glove service or is it the TSPs, the movers, the move managers? I think if we improve the self counseling, the young lady at Cactus had just mentioned it and have customers more informed on the movement process. Ruth from interstate talked about her time on base and counseling spouses, and I think if we come up with an approach to targeting spouses or your customers move managers, you can educate them on what we do so that the expectations meet the performance.

(43:01):

An idea of training materials has been presented, and I don't know if there's any coaches in the room that volunteer their time, but you have to go every year before your season starts and do the two main heads up for concussions, heat acclimation, and then depending on what sport you coach, it's tailored toward that sport. Why not come up with a five to six minute video snippet before every move is booked? Tap into these industry folks. Find out what are the pain points, where do we have the biggest misconceptions and put that material out before they book the move. It'll temper their expectations.

Well-informed customers will provide well-informed customer satisfaction responses and will help you find out where the problem truly, Speaker 25 (44:06):

Eric Parker, central Transportation systems, again, I wrote down so many notes, but I think one of the most important ones that I wanted to talk about is that this room is filled with a whole bunch of people.

Really, really care, yourselves included. And we wouldn't be here if we didn't, ourselves included. And to paint that picture a little bit, you talked about painting the canvas. We are all competitors. I have an A https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=0 https://www.rev.com/ https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2423.2 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2498.69 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2581.28 https://www.rev.com/app/transcript/Njg5YmVkMWE1MjM3MTQ1ZGZiOGYxMzdlZHl4VFctS0owZnps/o/VEMwNjEzMzE5OTY3?ts=2646.77 one Freeman, a Coleman, a Suth, a Apple miner in every one of my markets, and they're all sitting in this room and we're all collaborating with each other to help you design a program that works for all of us in all of our markets. And I can't think of another industry that does that or could do that. We depend on each other. I could call them and say, Hey, I need a bundle of four fives and they say, I need a box of tape and we have a deal and we're moving on to the next thing. Right? You can't do that anywhere else.

And we need each other. We're competitors, but we need each other the same way that we need you guys. One of the very first things you said, excuse me, general, was that we don't necessarily need you guys. And I would contest that that many of us in this room designed our operations around military business. We have focused on that. We want to serve that service member. We pride in that and we're positioned for it, right? We're in markets that are military only markets to service military servicemen.

(45:41):

I might get a bunch of coffee cups thrown at me. I don't know. I had a thought as I walked up here. You were asking about quick wins, I think very randomly and sporadically, but maybe propose a refiling of non-peak rates to help readjust us upcoming. You mentioned fiscal year 26. Is that an October one start carrying that correctly or are you talking calendar year 26th? Calendar year 26th back. But anyway, so those are my comments. Thank you for your absolutely genuine curiosity and what we do and how we do it. We care about you guys. We care about the people that you lead. We care about the people that we lead and we want to do a very, very good job for you guys the same way that we hope that you want to do a very good job for us. Thank you.

Speaker 9 (46:40):

Just to clarify, what I meant was, and if it was taken wrong, that's super important. I absolutely need you. I'm not absolutely convinced that all of you are relying upon the government. I know you have other businesses, other income streams, but we are absolutely relying upon you. Just to clarify, I hope that came across the first time, but if it didn't, I want to make sure. Thank you.

Speaker 1 (47:11):

Alright, any other industry comments? I'm not seeing any questions from the

Speaker 26 (47:19):

Panel. I just want to say thank you to all of you for bringing your comments coming up to the microphone. I'm new so I'm learning as I go. I've always been on the other end of moving myself and family through the system, so I appreciate the deep dives and the discussions today. It just helps me understand your side of the business. So I appreciate everybody for being here today, providing comments and taking time out of your busy schedule to be here with us as well. So thank you very much.

Speaker 1 (47:54):

Alright. I echo what the colonel just said. From my perspective as myself, Chris Frost, I just want to say thank you to everybody. I know it was kind of an up and down day a little bit. We stayed on time. I can't thank you guys enough as a large group, a lot of information to share and I think it went fairly well. So I appreciate your travel, I appreciate all you had to do today. My team and I will still stay around after the event if you have any questions, if you need anything from us. Otherwise, we'll turn over to Major Jones Kirch for closing comments and once he's done, we appreciate you. Thanks.

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Speaker 9 (48:29):

Okay, let's give a round of applause to Chris Frost, his team. Okay, how did I get this? Because that came

up. I said, well, I've done two other similar DOD projects. We have this thing in the army, it's called a DA six and it means called up next to do a special project. My friends all offer condolences and they say, we thought you were at the bottom of the list. But this is important. It takes a lot of energy, it takes a lot of effort, a lot of stress and heartaches for us for sure. But it's important. We have to remind ourselves of that every single, I'm not blowing smoke. When I say we talked about today, I actually, I am doing this special duty for a period of time. It's up to the secretary to decide what comes next. At some point I hope I get to go back to my regular command. SDDC. I appreciate the interaction that I had at SDDC, several of you. I certainly appreciate National Defense Association.

(50:01):

I'm going to leave you with one thing because I'm being fully transparent. I have to balance things. I am not kidding when I say I want industry, I'm going to have to train myself to not say commercial industry, say industry and to differentiate.