JOINT PERSONAL PROPERTY SHIPPING OFFICE YOKOSUKA

Transcription

1 PERSONAL PROPERTY JOINT PERSONAL PROPERTY SHIPPING OFFICE YOKOSUKA 2018 JAPAN HHG CARRIER INDUSTRY DAY 4 Apr 2018 Ready. The Resourceful. NAVSUP Enterprise Responsive!

2 AGENDA 2 Welcoming Comments Navy HHG Enterprise Update JPPSO Regional Information Shipment Data (CY 2017 vs. CY 2018) 2018 Peak Season Tips Management Reminders Items of Interest Q & A Session

3 WELCOMING COMMENTS 3 Theme: Working Together to IMPROVE THE MOVE Process Attendance Introduction JPPSO Japan Team NAVSUP HQ Team TSP Representatives

4 NAVY HHG ENTERPRISE UPDATE 4 NAVSUP Global Logistics Support (GLS) gone 1 Apr 2018 FLCY JPPSO - Japan becomes Echelon Level 3 directly under NAVSUP HQ at Mechanicsburg PA New ( DoD Official Moving Portal DPS Updates Effects of DPS Rollout New DPS Prototype to roll out in June 2018 KKFA/LKNQ to start with 2,000 shipments Creating Account without going to ETA

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11 11 JPPSO REGIONALIZATION Singapore PPPO will fall under JPPSO-Japan effective 1 Apr More Asian countries to regionalize under JPPSO-Japan Laos Thailand Bangladesh Brunei Cambodia Nepal China Hong Kong Papua New Guinea JPPSO JAPAN REGIONAL INFORMATION India Indonesia Malaysia Mongolia Myanmar Philippines East Timor Sri Lanka Vietnam JPPSO-Pearl Harbor will relinquish back office & vendor pay functions to JPPSO-Japan in 2018

12 YEARLY STATISTICS ,002 shipments Outbound 16,544 Inbound 9, ,964 shipments Outbound 13,168 Inbound 7, ,645 shipments Outbound 7,315 Inbound 4,330

13 CY 2017 WORKLOAD OUTBOUND 13 Remote 1% OUTBOUND = 16,544 QKAS 6% QENQ 23% CY 2016 = 13,302 2,172 QIMS 38% QENL 11% 1,008 1,025 1,235 1,359 1,832 1,531 1,533 QFAC 4% 1,119 1,176 QEML 9% QENF 8% 1,196 1,358 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

14 CY 2017 WORKLOAD INBOUND 14 INBOUND = 9,458 JA96 41% JA01 35% CY 2016 = 7,798 1,245 JA02 24% JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

15 2018 PEAK SEASON WORKLOAD 15 PROJECTIONS: Normal summer peak season moves No projected Home Port Changes No projected unit moves No projected volume moves

16 2018 PEAK SEASON TIPS 16 Read USTRANSCOM PPTY DIV (TCJ4-H) Advisory # , dated 9 Mar 2018, Subject: 2018 DP3 Peak Season Message for Movements of DoD Personal Property Shipments (9 pages).

17 PEAK SEASON TIPS (Cont.) PEAK SEASON TOOLS: TSP Blackouts KEY tool for TSPs to identify capacity limitations. DP3 allows TSPs to negotiate pack/pickup dates with customers. Shipment REFUSALs are NOT allowed in DP3 (Timedout shipments are considered refusals). TURN-BACKS may result in immediate 30-day suspension. Short Fuse (SF) Window Changes SF shipments are those with requested PU dates within five (5) GBDs USTRANSCOM will monitor and may expand SF window if needed.

18 PEAK SEASON TIPS (cont.) UPDATING Shipment Status in DPS: Pack/Pickup dates, RDD changes agreed between TSP and customer TSPs are required to ARRIVE shipment in DPS and must enter First Available Delivery Date. INCONVENIENCE CLAIMS: Between TSPs & customers Prepare to assist customers with inconvenience claims Provide eligibility requirements and appeal procedures

19 19 DPS CLAIMS: 2018 PEAK SEASON TIPS (cont.) Customer to work directly with TSP to resolve claim using DPS Videos/Slides guidance in & Customer must notify TSP within 75 days of delivery Customer must submit claim within 9 months of delivery date to qualify for FRV NEW Claims Liability Rule: TSPs must acknowledge receipt of claims in 15 days After 9 months, within 2 years with MCO at depreciated value

20 PEAK SEASON TIPS (cont.) CUSTOMER SUPPORT: PPPOs and PPSOs encourage to use a warm hand-off approach Exhaust all local options prior to engaging outside resources Contact outside organization (i.e. TSP, MCO, Service HQ, etc.) prior to having customer engage on their own Warm hand-off approach allows outside organizations to handle the issue, instead of passing appropriate contact information to members. Avoid customer cold calls ; enable warm hand-off between customer service functions

21 MANAGEMENT REMINDERS 21 SHIPMENT MANAGEMENT QUALITY ASSURANCE (QA) MANAGEMENT VENDOR PAY MANAGEMENT

22 SHIPMENT MANAGEMENT 22 MANAGE BLACKOUT DATES: DPS is the system of record -- not EasyDPS TSPs and their local agents must communicate blackout dates and consider time zone differences DPS will award a shipment if TSP is open on any of the pack/pickup spread dates (e.g. pack/pickup is T/W/Th/Fri and TSP is not blacked out for Wed) Do not manage blackout dates by initiating pick up date changes with the customer. TSP agrees to the pickup date at time of acceptance.

23 SHIPMENT MANAGEMENT (cont.) 23 UPDATE DPS INFORMATION: Enter local agent information Status changes (Ex: Intransit to Arrived ) Enter split shipment information Enter correct weights Enter Scheduled/Actual delivery dates Use shipment remarks section

24 SHIPMENT MANAGEMENT (cont.) 24 GBL & GBL CORRECTION NOTICES: Minimize SF1200, GBL Corrections Print SF1203, GBL, closer to the pick up date. This is to accommodate date changes and requests for SF1200, GBL Corrections. SUPPORTING DOCUMENTS: Supporting documentation uploaded in DPS MUST be legible & accurate.

25 SHIPMENT MANAGEMENT (Cont.) 25 Update DPS Intransit Status Information: Examples of TSPs updates

26 QA MANAGEMENT 26 PRE-MOVE SURVEY (Ref: TOS Para C.1.b) TSPs agree to perform pre-move survey on ALL shipments; in residence survey on all international shipments estimated at 3,200 pounds that are within a 50-mile radius of the servicing facility. MUST be completed and updated in DPS with pre-move survey data (est weight, agreed pack/pickup dates, and RDD) ASAP but NLT 3 business days prior to the pickup date. PRE-MOVE SURVEYOR: Discuss any issues or concerns (e.g. dirty house) Recommend to annotate pre-survey worksheet if customer has young children. Normally customers will not allow crews to stay late. Provide realistic expectations; Don t over promise the customer!!! Annotate Special Item(s) to be crated Keep customer informed of delays/changes

27 QA MANAGEMENT (cont.) 27 PRE-APPROVALS IN DPS (Ref: International Tender IT-17) Submit Pre-Approvals PRIOR to the move date to allow timely review Approved at the PPPO Level Provide details in the Pre-Approval notes section: Shuttle Services: Exactly why is a shuttle needed (e.g. low hanging wires or tree limbs, narrow roadway) Special Crating: Provide actual dimensions of the item to be crated, what s unusual about the item that requires it to be special crated 3rd Party Service Requests: What is the item? Why is a 3rd party required? Attempted Pickup/Delivery: TSP must immediately contact the PPSO if these occur, thereby giving the PPSO a chance to contact the customer before any charges are incurred. Labor charges: What is the labor for? Provide estimates: number of men, time, and cost.

28 QA MANAGEMENT (Cont.) 28 COMMON TOS VIOLATIONS: TSPs Not Identifying Local Agents in DPS Missed RDDs Improper inventory preparation Failure to unpack/re-assemble

29 QA MANAGEMENT (Cont.) 29 MILITARY CLAIMS POCs: Navy DSN: , Comm: TOLL FREE: Online: Marine Corps DSN: , Comm: Online: Comm Fax:

30 QA MANAGEMENT (Cont.) 30 MILITARY CLAIMS POCs: Army for OCONUS Claims DSN: /2631/2632 Comm: /2631/ Coast Guard Comm: Air Force DSN: , Comm: Fax DSN: ; Comm:

31 VENDOR PAY MANAGEMENT 31 DPS INVOICING DELAYS Common Causes: No Ocean Bill of Lading (OBL): Needed to verify Fuel Surcharges Required shipment documentation not received prior to submitting invoice DPS status not updated No response to DPS invoicing messages Motorcycle Crates: charges are based on actual dimension of motorcycle plus 5 inches Special Crates: No rounding up of total cubic measurement

32 VENDOR PAY MANAGEMENT (Cont.) 32 DPM INVOICING: Continue to use manual invoice processing for this FY TPPS SYNCADA will be the automated system in the near future Projected rollout for OCONUS in Jul 2018

33 ITEMS OF INTEREST 33 JTR, APPENDIX B TENDER OF SERVICE (TOS) Rewrite in the near future ONE-TIME-ONLY RATE SHIPMENTSF TO PHILIPPINES Willing TSPs are becoming less & less CUSTOMER SATISFACTION SURVEY (CSS) Performance report in DPS to rate TSPs Looking at changing name to TSP SCORECARD US FLAG CARRIER WAIVER Waiver process causing to miss RDDs

34 OPEN DISCUSSIONS 34 YOUR TURN to COMMUNICATE!!!

35 TAKE-AWAYS 35 Theme: Working Together to IMPROVE THE MOVE Process COMMUNICATION: Effective Communication to ensure full understanding by all parties Customers JPPSO/PPSO/PPPO TSPs/local Agents COMPETENT: Continually Improve Competency Level JTR, DTR, DPS & Advisories Definitions & Tender of Service International Tenders & Services Regulations CUSTOMER SERVICE: Maintain Focus on Excellent Customer-Service and be Professional at All Times Personal Accountability PPPO JPPSO Local Agents Customers TSPs

36 QUESTIONS? 36