Welcome to Navy Household Goods CPPSO Norfolk Virtual Industry Day Meeting

1. Welcome to Navy Household Goods CPPSO Norfolk Virtual Industry Day Meeting • Please dial into the phone number below: • 1-888-414-8070 (passcode: 6872350#) • Please provide your email address, company name in the chat section on the right side of the screen • Questions? • Please type your question in the chat section; we’ll make sure to respond to all questions at the appropriate time. PLEASE PUT YOUR PHONES ON MUTE AND DO NOT PUT ON HOLD.

2. Purpose and Objectives • Purpose: Improve the move for our warfighters through collaboration with our key partners. • Objectives: • Exchange information in preparation for peak moving season • Share information on the Navy Personal Property/Households Program • Obtain feedback from Transportation Service Providers, DPM Contractors, Move Managers, and Local Agents on current environmental factors

3. Meeting Rules • Please type your email address in the CHAT section • Phones to be put on mute when not speaking (please do not put on hold) • The GoToMeeting CHAT section will be used to ask questions during the presentation. The leader will read/address the questions at the appropriate time. • Open discussion period will be structured to minimize multiple people talking at the same time. • Follow-on discussions will be schedule as required. • Courteous and professional behavior is expected.

4. Agenda • Introductions • Navy Overview • Base Access • Center of Excellence • Peak Season • Quality Assurance • Customer Expectations • Industry Discussion/Feedback

5. Introductions • Naval Supply Systems Command (NAVSUP) Global Logistics Support (GLS)Team • Household Goods Program Office • JPPSO/PPSO • All Others: • Please introduce yourselves via the GoToMeeting Chat Section • Include your email address, company name, and title

6. NAVSUP GLS CORPORATE VIEWour Business Lines NAVSUP’s Face to the Fleet • Products & Services • Ammunition Supply Chain Management • Contracting • Fuel Services • Global Logistics Services • Global Logistics Planning and Coordination • Hazardous Material Management • Household Goods • Integrated Logistics Support • Material Control • Postal • Regional Transportation and ATAC Provides Global Direct Support to Afloat, Expeditionary and Ashore Units • Global Logistics For A Global Navy 6

7. Household GoodsExecutive Overview • Description / Primary functions performed • Worldwide movement of personal property/household goods for Department of Defense Joint Military Services in conjunction with USTRANSCOM and SDDC • Functions: Entitlement and relocation counseling; Inbound/outbound shipment processing; storage & delivery management; invoice processing, and quality assurance • Program Benefits: DOD personnel & families understand their PCS entitlements and receive assistance with execution of policy compliant moves owing to our network of geographically positioned SMEs

8. Navy Household Goods Program Overview Presented by: Deborah McGlennon Program Manager

9. Navy Household Goods Program Overview • 43 Household Goods offices world wide, and over 335 employees. • Approximately 185,000 moves per year with a value in excess of $650M dollars.

10. Navy Household GoodsOrganizational Chart

11. Overview of FLC Norfolk Hampton Roads VA Major Commands Navy Commands Non Navy Commands NOB Norfolk USCG Portsmouth NAS Norfolk Fort Story NAS Oceana NAB Little Creek Commands Supported by Langley Norfolk Naval Shipyard Fort Eustis Newport News Shipyard Fort Monroe Portsmouth Naval Hospital Langley AFB Dam Neck Armed Forces Staff College Item of interest Metropolitan V/S NTS Facility

12. Over the Horizon AORs Counseling and Booking • Great Lakes, IL • Annapolis, MD • Patuxent River, MD • Crain, IN (0 staff on site supported remotely) • Philadelphia, PA (0 Staff on site supported remotely) Counseling Only • Bethesda, MD BGAC is booking office • Anacostia, VA BGAC is booking office

13. Reaching out to us! The Navy HHG Call Center handles incoming queries and can assist in connecting you to back office staff when urgent issues may arise- They will also provide guidance on seeking assistance on less urgent matters. Please do not bypass the call center! 855-HHG-MOVE

14. Base Access Presented by: Deloma Miley Navy Household Goods Program Analyst

15. Base Access • Navy bases transitioning from Navy Commercial Access Control System (aka Rapid Gate) to Defense Biometric Identification System (DBIDS) beginning April 17, 2017 at Hawaii, Guam and Continental United States (CONUS) • Currently being used by Army and Air Force • New process • Personnel with Rapid Gate or TWIC: • Go to Visitor Control Center (VCC aka Pass and ID) to receive DBIDS card • Company POC will need to send a list of authorized personnel to the sponsor (Personal Property Office POC) for validation • Sponsor will send information to VCC

16. Base Access continued • New personnel • Company POC will send information to sponsor • Sponsor will validate and send to VCC • Personnel will need to provide below information to VCC • Name • Social Security Number • Company/Employer Information • Company Address / Company Phone Number(s) • Contract Number(s) • Contract Date(s) of Performance • Company-issued Employee Identification Number • Individual Digital Photo • Date of Birth • Fingerprints • Employee Home Address / Personal Phone Numbers

17. Base access continued • Line haul driver/crew or personnel who do not need continuous access to Navy base • Go to VCC with required information/documents • Sponsor still required to validate need • 30-day pass DBIDS pass can be granted • NOTE: if visiting multiple Navy bases, ensure to take DBIDS pass from first base and proper ID to streamline entry • In possession of existing DBIDS from Army or Air Force • Take DBIDS to Navy VCC so it can be encoded • COMMUNICATION with local Personal Property Office is key

18. Center of Excellence Presented by: Deloma Miley Navy Household Goods Program Analyst

19. Center of Excellence • Rated documents (per DTR Part IV, Appendix B, paragraph C.10.a.) emailed to: Navy_HHG_Docs@navy.mil • Government Bill of Lading (GBL) • Certified Weight Tickets • Inventory • DD 619, Statement of Accessorial Services Performed • Ocean Bill of Lading (OBL), if appropriate • Process • Either Center of Excellence or local office upload into the Navy electronic storage system Total Records Information Management (TRIM) • Subject line: Member last name, first name and entire GBL number • Individual rated documents per email • Account is NOT to be used for GBL corrections, pre-approvals, pre-move survey, CSS, etc • Local JPPSO will check TRIM before authorizing payment of invoice

20. ALL RATED DOCS EMAIL TRAFFIC COE Process NAVY_HHG_DOCS@NAVY.MIL COE filter emails by GBLOC Subject line: Last Name, First Name and GBL Example: Doe, John LKNQ1234567 LKNQ QENQ MLNQ BGNC JENQ CNNQ COE + FLC Offices distribute work load Documents in TRIM

21. Peak Season presented by: Andrea Gergen Assistant Program Manager

22. Peak Season • Peak Season 2016 • Challenging • What to expect for Peak Season 2017 • Shorten timelines for PCS orders…potential increase in short fused shipments • Capacity challenges • Navy Focus • Customer education, training, and communication • Encouraging members to start the process early • Webinars • Daily monitoring of queues • Promotion of Code 2 – target 10%

23. Code 2 Criteria • 7000 lbs. or less • 3 weeks lead time to book • Longer transit time • No direct deliveries • Areas with capacity challenges • Empowered Regional Directors

24. Quality Assurance presented by: Andrea Gergen Assistant Program Manager

25. Quality Assurance • Reweighs • Mandatory • Random • Inspections • CSS comments • LOW/LOS • Operational HQs monitoring sites • Day of Move Issues • 1-855-HHG-MOVE

26. Customer Expectations presented by: Andrea Gergen Assistant Program Manager

27. Setting Customer Expectations • Our Efforts • Entitlements • The move process/overseas requirements • Industry Pre-move Responsibilities • Negotiated RDD • Pre-move Surveys • Date changes • Pre-approval requirements

28. Industry Discussion

29. NAVSUP GLS Household Goods Program POCs • Deborah McGlennon – HHG Program issues deborah.mcglennon@navy.mil • Andrea Gergen – HHG operational issues andrea.gergen@navy.mil • Jay Yerkey– HHG DPS Analytics, Invoice Processing jay.yerkey@navy.mil • Deloma Miley – Customer education and training, communications/marketing, Navy HHG website deloma.miley1@navy.mil

30. Reach us Direct! Our back office departments can be reach by email directly. All our shared accounts are HHG_MA_shipment@navy.mil – shipment queries HHG_MA_Vendor@navy.mil – Billing Queries HHG_MA_QA@navy.mil – On site or remote inspector assistance and LOW/LOS queries HHG_MA_Storage@navy.mil – Storage queries (Does not include assigning SIT#s which is considered a shipment arrival) Please do not send queries to multiple accounts

31. Our Management Team Back Office Director- Linda Gray linda.gray@navy.mil Front office Director- David Stone david.a.stone@navy.mil Supervisors Alexis Wiggins -Shipment Management alexis.wiggins@navy.mil Daniel Delany- Vendor/Storage Management daniel.delany@navy.mil Jean Alvaran- Counseling/Call Center jean.alvaran@navy.mil

32. Other Items TSP/Carrier Related Questions • FedBizOpps announcement at https://www.fbo.gov/spg/ODA/USTC/USTRANSCOM/SDDC-5001-03/listing.html Slides will be available at www.navsup.navy.mil/household Website on the “Industry Tab”