New cyber café set up to ease moves

  • Published
  • By Gail Rust and Russell DePietro
  • Joint Personal Property Shipping Office-Det. 2
HANSCOM AIR FORCE BASE, Mass. --  The Defense Personal Property System (DPS) is now offering customers expanded support during moves through self counseling. To ease the transformation to self counseling, the Personal Property Processing Office (PPPO) teams have begun establishing cyber cafés and one is now open at Hanscom in Building 1217.

Self counseling guides the customer through the personal property data entry process, verifying the data as they enter it. Self counseling determines the customer's entitlements based upon the type of orders issued for the relocation, such as rank, branch of service, type of orders and special circumstances, if applicable. Self counseling support also provides access to a collection of online resources discussing entitlements and other topics that apply to a move.

At the cyber cafes, PPPO counselors will be on hand, prescreening customers prior to self counseling. Prescreening will permit only eligible customers to utilize the program. Counselors will also guide customers in establishing their DPS user name and password.

There are many benefits associated with the cyber cafes.

By utilizing the cyber café, multiple customers can input their shipment requests simultaneously. Counselors also will be at arm's reach to assist with just-in-time questions and proctor the customer in the data entry and self counseling.

The long term vision for self counseling calls for customers to do it at a site of their choosing.

The Defense Personal Property System provides direct and empowered communications between the service member and the Transportation Service Provider (TSP). DPS is available 24 hours a day, 365 days a year from any location with internet access. For those that are on the move and may not have Internet access, DPS Interactive Voice Response (IVR) system provides access to shipment information when transitioning to a new home.

Should they choose to self counsel outside the PPPO area, customers are required to provide hard copies of their shipment documents to the responsible designated PPPO.

Self counseling and the cyber cafes are part of a new program to help make moves easier. The Defense Personal Property Program (DP3) is a new Department of Defense program designed to improve quality of life for service members, civilian employees and their families by making their personal property move as smooth as possible.

DP3 features include full replacement value (FRV) protection, online shipment tracking, empowered communication with TSP and a streamlined claims process.

To continue improving the program, feedback is sought through the use of the Customer Satisfaction Survey (CSS), the cornerstone of DP3. Success will only be accomplished if there is constant feedback on the program.

The CSS is a short, 12-question, web-based survey that allows the service member or 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.

Transportation Service Providers are selected based on their Best Value Score (BVS). The CSS accounts for a significant portion of the BVS. Filed rates and claims processing also determine a TSP's BVS. Service members will receive an email to complete the survey seven calendar days after final delivery of a shipment. Follow up or reminder emails will be sent 14 and 21 calendar days after delivery. The completed survey will remain a part of the TSP Best Value Score for 12 months.

Evaluations are critical to the program. The survey can be easily completed through DPS by selecting the Customer Satisfaction Survey tab.

Another key to success for the program is to keep updated email address and contact information within DPS. The program is highly dependent upon current accurate contact information.

Customers are encouraged to visit www.move.mil and select the DoD customer tab to receive additional just-in-time move information.

Contact the Hanscom Personal Property Processing Office at 781-377-5330 or 781-377-7491 for additional information.