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Defense Personal Property Program (DP3) Outlook

Defense Personal Property Program (DP3) Outlook. Lt Col Todd Jensen, Chief of Personal Property Operations. 10 Apr 2018. Discussion Topics. 1. Annual Snapshot. 2. Demand vs. Quality. 3. Maintaining the Customer Focus. 4. Program Improvement Efforts. 5. Peak Season Reminders.

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Defense Personal Property Program (DP3) Outlook

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  1. Defense Personal Property Program (DP3)Outlook Lt Col Todd Jensen, Chief of Personal Property Operations 10 Apr 2018

  2. Discussion Topics 1 Annual Snapshot 2 Demand vs. Quality 3 Maintaining the Customer Focus 4 Program Improvement Efforts 5 Peak Season Reminders

  3. The Physical Training (PT) Journey

  4. DP3: Calendar Year Summary • ~4% difference in volume from 3-year average (history as a fairly good predictor of demand) • ~3.4% decrease in short fuse shipments (more customer move preparation time) • Increase in TSP lead time (Spring 17 outage notwithstanding) • Increase in Code 2 utilization year around, still work to do • Limited DPS downtime

  5. Demand Summary – Quality Implications • Moves outside of peak are significantly more positive than those inside of peak, especially ‘peak of the peak’ • Missed RDDs increase dramatically during Peak Season • Metrics need work, understanding system update limitations is a challenge • Bottom Line: on time delivery and improved damage/claims need our collective attention

  6. QA/QC Enhancement New Systems Consolidated Program & Governance Improve Pre- Move Counseling Capacity in Areas of Need System Security, Stability Peak Season Smoothing Maintaining the Customer Focus • Increase pro-active support at time of need • Emphasis on in-person interaction • Claims, post-move Assistance • User/ Spouse Friendly • Mobile Friendly • Connected to Military Services, Carriers • Move.mil re-design with entitlement tools • Create better informed customers • Added quality carriers • Capacity added in most needed areas • Would provide better service • Will consider impact to families • System & Infrastructure Improvements • Protecting SSNs The new Defense Personal Property Program will align DoD on improvements focused on the service member’s experience.

  7. Related Improvement Efforts • Biannual Personal Property Forum • Fall – look back, ‘AAR’ • Spring – look forward, prepare • Incorporate training • DP3 Simplification • Tender of Service Re-write • Prototype development • DPS Security & Stability • Standardized Training Initiative • “Warm Handoff” Culture • Increased Quality Assurance Presence • Global POV Contract Re-compete

  8. Peak Season Reminders • System Visibility & Updates • Proactive monitoring of reweigh requests • Timely status updates, including delivery and premove surveys—assumes they are completed • Stay on top of blackouts; DPS does not recognize ‘same day’ blackouts • Claims • Most significant factor in customer experience—preventing damage is key! • 15-day acknowledgements; 15 days to notify customer of receipt of claim • Notify PPSO of fraud concerns • Customer/government contact • Ensure accurate information in DPS • Encourage ‘local’ communications (base access, approvals, etc.) • Increased QA footprint • COMMUNICATE

  9. QUESTIONS?

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