On a recent industry call hosted by TRANSCOM, officials predicted that roughly 25% of this year’s peak season shipments will be delivered under the new Global Household Goods Contract (GHC) and 75% under the legacy DP3 program. Given the nonstop logistical headaches, communication blackouts, and general chaos surrounding the GHC rollout, limiting its share of moves during peak season is a no-brainer.
But it does bring up a lot of questions, like: Where is that public-facing dashboard with GHC performance metrics, anyway? You know, like the one TRANSCOM has for DP3?
The DP3 public dashboard shows everything from the number of monthly moves to customer satisfaction scores to quality assurance ratings. Even though TRANSCOM continues to mischaracterize DP3 satisfaction rates, at least the true metrics are available for anyone to analyze and inspect for themselves.
So why the mystery around GHC performance measures? Why no dashboard, no public metrics, no data at all? If the GHC is supposedly making life easier for military families, cutting claims, and improving service — wouldn’t TRANSCOM be eager to show that off?
And what happened to all the media announcements about new high-quality agents signed? Are they still participating and servicing GHC shipments, or have they dropped out?
We’re left wondering: How many moves has the GHC actually completed? What’s the average satisfaction score? How are claims rates trending? Why is TRANSCOM only applying transparency to experienced movers under the legacy system, and not the new multibillion-dollar program overseen by a first-time contractor?
And the biggest question as Congress determines whether to continue to fund GHC, what’s the return on this significant investment? At least on Shark Tank, entrepreneurs have to make the case for investment by the numbers. If TRANSCOM wants continued buy-in from Congress, the industry, and most importantly, military families — shouldn’t the GHC have to do the same?
For now, it looks like a case of “rules for thee, but not for me.”
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