Apples and Oranges

All moving companies and contractors must make an independent business decision about whether to participate in military moves under the GHC. We want to hear from movers who have serviced GHC shipments — good, bad, or neutral. If you’d like to share your experience and help us gain better insights, please email [email protected]. 

MFA Executive Director Katie McMichael had another round of productive meetings on the Hill last week with key elected officials and staffers. Your voices matter, and elected officials value the insights of their constituents. If you’d like help by reaching out to your U.S. Congressman or Senator, email Katie.

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TRANSCOM argues that comparing the existing DP3 program to the GHC is like comparing apples to oranges — and when we break down the numbers, they appear to be right. While the current program has strict performance standards, the GHC seems to allow plenty of room for lower expectations. And when you turn that apple into an orange for comparison, the results don’t look too good. 

If TRANSCOM wants to redefine satisfaction rates, let’s put the GHC’s new equation to the test. TRANSCOM claims the 2024 satisfaction rate for the DP3 program was ~77% satisfaction in 2024, though we know this metric misrepresents the reality that ~89% of customers actually rated their experience as “satisfied” to “excellent” (as displayed in TRANSCOM’s own dashboard). 

When we apply TRANSCOM’s new satisfaction formula to the GHC’s goals for customer satisfaction, the numbers suggest GHC could scrape by with satisfaction rates in the 40s (displayed in chart below).

What does this graph mean? When TRANSCOM says the DP3 customer satisfaction rate is 77%, they’re saying that movers earn an average score of 30.8 out of the max 40 points (30.8/40 = 77%). 

When you apply the same formula to the GHC contract’s satisfaction requirements, the contractor can meet the requirements while earning less than 50% customer satisfaction rate. 

For the first year, the GHC contract goal is for 91% of customers to report being “satisfied” or better. But under the 40-point scale, “satisfied” only earns 20 points (50%), while a “poor” rating earns 0 points. If 91% of customers give a “satisfied” rating (20/40 points) and 9% rate their experience as “poor” (0/40 points), the total satisfaction score is just 45.5% (91% × 50%).

This means the GHC requirement can be met with movers earning just 18.2 out of 40 points—far below the industry’s current 30.8-point average under DP3. TRANSCOM may call that a success, but for service members, it’s a 40% drop in quality. Is this an acceptable trade-off for military families? 

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PPM Reimbursement Reduction Explained

Military families in areas where the GHC has been activated are seeing significantly lower reimbursement rates when they handle their own household moves – and there’s a reason. 

Per the GHC Performance Work Statement, 1.2.5.2.1 -“Personally Procured Moves”: 

“The contractor shall calculate the estimate of what it would cost the contractor to perform the relocation and provide the customer the incentive estimate for the PPM; this must be accomplished at the time of counseling.”

So PPM reimbursement rates are based on what it would cost the government to service the same move. In areas where the GHC has been activated, families are seeing about 40% less reimbursement than prior years. Those who say PPM rates aren’t tied to the GHC are just doing word gymnastics. 

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Military Officers Association of America Video  

The MOAA made a video explaining the issues many military families are facing under the GHC rollout. 

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Military families who have interacted with the GHC or have had issues with PPM reimbursements can share their stories, even anonymously, HERE.
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PETITION: Military Families Shortchanged on Self-Move Rates

Military families are receiving over 40% lower reimbursement for Personally Procured Moves (PPM) under the GHC. A petition rightfully asks how military families can afford PPMs with such drastically reduced rates.

Army veteran and military spouse Megan Harless’ petition highlights how lower GHC rates for moving companies have resulted in reduced compensation for servicemembers relocating to new assignments. Members shouldn’t have to pay out of their own pockets to get the move that’s best for them. As predicted, the GHC is proving to be a disservice to military families.

Anyone who supports fair reimbursement for our service members and families for their relocations can sign the petition, even anonymously. 

LEARN MORE OR SIGN THE PETITION HERE.