JPPSO passes along summer moving tips

  • Published
  • Joint Personal Property Shipping Office Northeast, Det. 2
HANSCOM AIR FORCE BASE, Mass. --  With the busy summer moving season soon arriving, Joint Personal Property Shipping Office Northeast, Det. 2, would like to pass on some key moving tips to the community.

The Defense Personal Property Program, or DP3, is a Department of Defense program designed to improve quality of life for servicemembers, civilian employees and their families through improved household goods moves.

The Defense Personal Property System provides direct and empowered communications between the servicemember and the Transportation Service Provider. DPS is available 24 hours a day, seven days a week and 365 days a year from any location with internet access.

For those that don't have Internet access, after completing the initial move requirements, the DPS Interactive Voice Response system will provide the user with access to their shipment information as they transition to their new home.

A DPS account must be established to process and manage the shipment, request delivery, file a claim and complete the customer satisfaction survey. Users may go to the DoD customer tab on www.move.mil to create an account.

Not all personal property shipments can be moved in this new system. Personnel should contact their local transportation office to see if they qualify.

All personnel moving during the summer months should be aware of the high volume of moves during the peak moving months of June, July and August.

Movers should plan to be flexible when selecting a pickup date. Never schedule a pickup on the closing date of the residence, on the last day of residency in an apartment, the day of termination of a lease or the day a cleaning crew is to start cleaning the residence. Scheduling the pickup on these days leaves no room to adjust for unforeseen problems.

Additionally, it's a good idea to leave the telephone and other utilities connected until all property has been picked up. Limited capability during peak season means that not everyone can move on the last day of the month. The moving industry has suggested that, when possible, schedule a two-day pickup date which provides some flexibility in the event something goes wrong.

The TSP is required to perform a pre-move survey at least five days prior to the requested pickup date. In most cases, the actual pack, pickup and delivery dates will be negotiated directly between the member and TSP during the pre-move survey. Expect one pack day for every 4,000 pounds of estimated weight.

A good move depends largely on how much the member gets involved and how well prepared they are when the movers arrive. Log onto www.move.mil and read the valuable information under the "Preparing for Your Move" section.

Upon shipment delivery, the servicemember and the TSP will record any loss or damage on a "Notification of Loss/Damage at Delivery" form. Loss or damage discovered after delivery shall be listed on the "Notification of Loss/Damage after Delivery" form or entered into DPS by the member.

All loss or damage must be declared and filed within 75 days of delivery, by hardcopy or in DPS. Neither the TSP, nor the government will pay for items not identified on the loss or damage report within 75 days.

To have the claim paid on the basis of Full Replacement Value, personnel must file directly with the TSP within nine months of delivery. A claim can be filed by logging into DPS and selecting the "claims" tab.

For FRV, the TSP is required to replace any item that is lost or destroyed with a new item, or pay the cost of a new item of the same kind and quality, without deducting for depreciation. The TSP is not required to replace items which can be repaired for less than the FRV of the item. Repair will be to the extent necessary to restore the item to its condition when it was received by the TSP. An item is considered destroyed if it cannot be repaired or if the cost of repair would exceed the cost of a new item.

Within five days of delivery, the TSP may provide a "Quick Claim" settlement if total claim is less than $500. Within 75 days of delivery the servicemember must file notice of loss or damage form or complete the action in DPS. If opting to file with the military claims office, it must be filed within 70 days of delivery. Within nine months of delivery, the servicemember may file the claim directly with the TSP for FRV protection. No later than two years after delivery, but after nine months, personnel may claim with the TSP or the military claims office for other than a FRV settlement.

The 12-question customer satisfaction survey is the cornerstone of the Defense Personal Property program. The CSS is a web-based survey that allows the servicemember, or their spouse, to rate the service and performance provided by the TSP. The goal of the survey is to help improve the overall move experience and ensure that only quality moving companies are used to move personal property.

TSPs are selected based on their Best Value Score. The CSS accounts for a significant portion of the BVS. Filed rates and claims processing also determine a TSP's BVS. Personnel will receive a reminder email to complete the survey seven calendar days after final delivery of a shipment. The evaluation by completing the survey is critical to the program. The survey can be easily completed through DPS by selecting the "Customer Satisfaction Survey (CSS)" tab. It is extremely important to keep the email address and contact information contained within DPS up-to-date.

It is also important to note that anyone who has property stored by the government is responsible for keeping their contact information current at all times. Servicemembers should advise their counselor if they have property in storage.

Those who have any further questions should contact the Personal Property Processing Office in Building 1217 via phone at 781-225-6399 or 781-225-6398 or contact the Customer Service Department, JPPSO-Northeast, at 800-235-7776, 781-377-7627 or DSN 478-7627.