HHG Case Study
US Military Full Service Move Project
In 2001, the Department of Defense launched its Full Service Move Project (FSMP) to provide military service men and women household goods relocations on par with moves provided to worldwide commercial corporate staffs. The pilot program was the largest experiment of its type ever, and represented a significant departure from established military programs. Quality scores from transferees were utilized to determine top moving company vendor selections, and military household goods forwarders now had to consider customer service as a main ingredient in their future success. Esteemed customer satisfaction requires teams with top freight service vendors to communicate accurate transit information and insure timely delivery. GTS provided those top levels of service and satisfaction.
With a program as large and as unique as FSMP taking shape, GTS attended industry day conferences in Atlanta and Washington, DC to analyze what elements would make each military household goods forwarder successful within the program. GTS quickly saw the need for a simple, reliable, and cost effective airfreight program and flexible and responsive ocean freight services. The GTS Group devised and offered a US Flag airfreight tariff covering all program goals and fast individual service quotations for US flag ocean carriage worldwide. Additionally, because a considerable number of new program vendors had previously only performed packing and delivery services, GTS set about to quickly educate customers in the freight rating and routing process. As a result, GTS supported nearly 60 percent of all airfreight and 35 percent of all ocean freight movements under FSMP.
Greater to us than the broad success of our FSMP air and ocean programs was the fact that GTS support for our HHG customers kept these customers in the top quality tiers for transportation provider selection and contributed importantly to their ability to gain more business through the program’s life. GTS’ “follow up and follow through” and “timely and accurate information” insures that we are able to deliver on time and communicate confidently with their transferees and move managers. Families First, the successor to the FSMP program, now progresses toward launching and will be far more encompassing in scope and volume. GTS looks forward to renewing this top-notch freight program for the further success of our clientele and the quality of life of American service families.