New system puts moving power in customers hands

  • Published
  • By Staff Sgt. Chad Padgett
  • 436th AW Public Affairs
DOVER AIR FORCE BASE, Del. --  The 436th Aerial Port Squadron Traffic Management Office has begun using a new tool that will give customers more control over their Permanent Change of Station.

The Defense Personal Property System (DPS) is an online, automated-management system for moving household goods.

"DPS is designed for people to do self counseling," said Timothy Hawley, 436th APS chief of personal property and passenger movement. "Right now we bring people in and we use DPS to process their information. Down the road we're going to set up computers where customers can come in and they can go through the process with our help. We'll help them with any common questions they might have."

The new system allows customers to file claims online, track the shipping process and to complete customer surveys on their shipping experience.

"If a customer has a claim, they'll be able to file it online which is a nice-time saving feature," said Barbara Roseborough, 436th APS transportation assistance. "The mover is under the gun to do the best job they can because the quality score for the mover is heavily based, roughly 50 percent, on the customer satisfaction survey. If a customer has a really bad experience it will make it really difficult for that shipper to get more business from the military."

The new system will allow carriers greater communication with the customers.

"The carriers are required to stay in constant contact with the customer using DPS," said Mr. Hawley. "The advantage is better awareness of where the shipment is and how long it might take to get to your new destination on a real-time basis. Before they would have to call the TMO office and then the TMO office would call the carrier to try and find the status of a shipment. This will allow a customer to just log into the Web site and see if the shipment has been delayed or is arriving ahead of schedule."

The new system will benefit not only the customers, but also the shipping companies.

"The improved invoice payment process in DPS has shortened the amount of time it will take the government to pay the shipping companies from 30 days down to just a couple of days," said Mr. Hawley. "This will speed up payments to the carrier and save the government from any kind of late payment fees."

While the new system puts more control in the hands of the customers, the TMO office will still be available to answer questions.

"In the near future our customers will arrive at our office with their DPS login and password, sit-down at a computer workstation and conduct assisted self-counseling. Then later in the evolution of DPS, most counseling will be totally self- paced and conducted at the customers office or even at their home," said Mr. Hawley. "While major changes are taking place concerning the way the Department of Defense manages personal property moves, TMO is dedicated towards providing personal assistance whenever necessary."