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Defense Personal Property System

===== Special Message =====

For business reasons, DPS will not be used in the Counseling and Shipment Management of Personal Property moves at this time.

 

Personal Property Transportation Offices are encouraged to continue their review and update of PPCIG in DPS to assure readiness.

 

Transportation Service Providers are encouraged to continue their review and update of the Qualification module of DPS to assure readiness.

 

DPS Training will continue as coordinated during this time.

 

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DPS USERS PLEASE NOTE You cannot move shipments in DPS at this time. If you have obtained an ETA Log-in you may enter the system and explore some of the features, but the applications cannot process information.

What is DPS?

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As a centralized, integrated system, DPS will support Families First as the one-stop source for managing personal property moves. For the first time, SDDC will have oversight of claims and Transportation Service Provider (TSP) information in one convenient location. In addition, DPS will provide the convenience of 24/7 access to personal property shipment information and a conduit for a direct relationship between DOD members and TSPs throughout the entire moving process.

 

Some highlights of DPS include the ability of DoD members to use DPS to settle claims directly online with their TSP. Claims protection includes Full Replacement Value of lost items and/or items damaged beyond repair, direct communications and claims settlement between the member and the TSP. DPS will be the focal point for all members of the personal property community, including DoD Customers, TSPs, Personal Property Shipping Offices (PPSO), the Military Services and others who participate in the personal property moving process.

 

The system will provide enhancements for TSPs including improved payment processing through the US Bank PowerTrack system, online rate filing, reduction of government-unique forms and the ability to accept shipments online. TSPs will also receive notifications of important information throughout the shipment management process. PPSOs will benefit from more efficient and streamlined processes and a better system to manage their workflow and respond to customers’ needs. The enhanced capabilities of the system will also result in reduced paper handling for PPSOs.

 

To access DPS, users must obtain an Electronic Transportation Acquisition (ETA) login ID and password. Complete ETA registration and login instructions can be found at: http://www.sddc.army.mil/EXTRACONTENT/JAY/Q1.doc. TSPs, their agents and their representatives operating in DPS must obtain a Dun and Bradstreet (DUNS) number before registering in ETA. To obtain a DUNS number, visit the Dun and Bradstreet website at www.dnb.com.

 

Once in the system, users will have access to various functions and training based on their defined user roles. DPS training for all DPS users is available through the Learning Management System (LMS).  For more information and updates on the DPS training and implementation schedule, please continue to visit this website.

DPS Overview

The overall focus for DPS is on serving the DoD Customer - the military and civilian personnel moved by DoD. At the same time, DPS has been designed to improve the move process for all within the personal property community.

Below are a few of the key improvements DPS brings to the personal property community:

Convenience

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Online claims settlement

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Self-counseling 24/7

Speedier, More Efficient Processes

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Payment processing through PowerTrack

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Centralized, integrated data in one system

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Improved traffic distribution among TSPs

Improved Quality of Experience

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DoD Customer impact on selection of TSPs (through Surveys)

Improved Information Flow

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Direct interaction between DoD Customers and TSPs

Frequently Asked Questions (FAQ)

To educate DOD Customers, Transportation Service Providers (TSP), Transportation Officers and Government Users about Families First, SDDC publishes user-submitted FAQs.
Any and all information submitted will be considered non-proprietary and may be released to the public. This site is for educational and informational purposes only. The Government reserves the right to respond or withhold response as appropriate

  1. Customer Satisfaction Survey (CSS) TOP
    1. What is the Customer Satisfaction Survey Score (CSSS)?
    2. What are the Survey Objectives?
    3. How can surveys be completed?
  2. General Interim Customer Satisfaction Survey (ICSS) TOP
    1. What is ICSS? How does is fit in to the DOD Personal Property shipment processes?
    2. What shipments are included in ICSS?
    3. What is the Defense Personal Property System (DPS)?
    4. Is participation in ICSS optional?
    5. Is ICSS permanent? I�ve heard something about CSS?
  3. Transportation Service Provider (TSP) Users- Access to Survey Data TOP
    1. As TSP user, how do I access my ICSS data?
    2. Are there more detailed instructions available for creating and ETA account?
    3. It has been one business day and I have not received any emails from the ETA administrator. I have submitted the correct information. What should I do?
    4. I submitted my information to the ETA administrator. Then I went to the ETA website to access my reports but I was denied access. What happened?
    5. I have created and ETA account. Are there instructions for accessing and creating the ICSS reports?
    6. I am an ETA user who is authorized to access multiple SCACs - Do I have to log in and log out for each SCAC?
    7. I am an ETA user who is authorized to access multiple SCACs � Can I view data for all my SCACs at once?
  4. Use of Survey Data TOP
    1. Can I contact the customer regarding their Interim Customer Satisfaction Survey (ICSS) score?
    2. Is there a process for appealing ICSS scores?
    3. I believe the customer skipped a question and I received a poor score as a result. What should I do?
    4. I still need more information. Where should I go?
  5. PPSO/PPPO Users TOP
    1. As a PPSO user, how do I access my Interim Customer Satisfaction Survey (ICSS) data?
    2. I am not participating in Phase I � PowerTrack/CWA rollout? Am I still required to participate in ICSS?
    3. Are there more detailed instructions available for creating and ETA account?
    4. I have created and ETA account. Are there instructions for accessing and creating the ICSS reports?
  6. Service Headquarter Users TOP
    1. As a Service HQ user, how do I access my Interim Customer Satisfaction Survey (ICSS) data?
    2. Some of the PPSOs run by my Service are not participating in the Phase I � PowerTrack/CWA rollout. Are they still required to participate in ICSS?
  7. Full Replacement Value TOP
    1. What is Full Replacement Value and why is it important to Service Members?
    2. What are the TSP�s liability limits for Loss or Damage with Full Replacement Value?
    3. What is the history of Full Replacement Value?
    4. Will FRV present an additional cost to DOD Members?
    5. How does a DOD Member receive FRV? Is there a change from the current program?
    6. When will Full Replacement Value protection be available to DOD Members?
    7. What type of information must a Member include on his or her claim?
    8. What happens if the TSP denies the Customer�s claim? Who can advocate for a Service Member when difficulties arise with a claim?
    9. How can a Service Member or DOD Civilian find more detail about FRV?
    10. How quickly does the system recognize a trend in poor customer satisfaction responses?
    11. What is full replacement value (FRV) liability?
    12. How does full replacement value protection apply to a shipment that includes boats personal watercraft, ultra light aircraft, pianos, organs, firearms, objects of art, all-terrain vehicles, and snowmobiles?
    13. How does full replacement value protection apply to a shipment that includes motor vehicles (automobiles, vans, pickup trucks, motorcycles or sport utility vehicles)?
    14. Can a service member reject a payment or item offered by the TSP to settle a claim?
    15. What is the Transportation Service Providers (TSP) liability on full replacement value claims for items that are damaged but not destroyed?
    16. What is the TSPs liability on full replacement value claims for items that are destroyed?
    17. How long does the Transportation Provider have to settle loss and damage claims?
  8. Quality Assurance TOP
    1. What will be measured in the Families First Quality Assurance program?
  9. Rates TOP
    1. Has the 400NG been finalized? Can we obtain a copy of the printed tariff document outlining the rules? Can we obtain a printed document of the rates? Can we purchase the electronic rating engine that can be installed on our billing PC's or a network server?
    2. Will there be a high season and low season Channel Control and Projected Tonnage file be on the FTP site as the current Practice for International Rates? If so will the file format be the same. How will tonnage be distributed? Currently, for class 2 rates, the low setter gets a percentage and the M/T carriers and the low setter share in the remainder.
    3. We believe that filing scheduled for Domestic and International should be at least two weeks apart since the same people process rate-filing data for both carriers and ADP companies.
  10. Shipment Management TOP
    1. How will the property already in NTS be released? Are we going have to input member data into counseling?
    2. How are you going to notify TSPs when a shipment is booked with them? Will you be using the ABC email system developed by the AF JPPSOs?
  11. Best Scoring Value TOP
    1. Is there going to be a way that TSPs will know what their ranking is nationwide?
    2. Will the number of shipment offers that are made to TSP's in the 4 different quality bands be tracked at the state level or a nationwide number of shipments?
  12. TSP Qualifications - General TOP
    1. What are the Hardware and Software Requirements for DPS?
    2. Why am I experiencing problems when using Internet Explorer 7.0?
    3. Why am I experiencing problems when using MS Excel 2003?
  13. TSP Qualifications - TSP Users TOP
    1. Why am I getting an error saying that a field is required but that field is not applicable to my company?
    2. Why are my CIP/COR forms staying in the 'Submitted' state?
    3. Why am I getting the error, "Does Not Match a Valid DOT System Number", after updating the ETOSSS with "N/A" under the FF Number and Broker Number and entring a State Permit Number upon submittal?
    4. Why didn't my insurance form get transmitted to SDDC?
    5. Why aren't I recieving Email Notifications from DPS?
    6. Why won't SDDC cross reference the old SCAC with the new SCAC?
  14. TSP Qualifications - SDDC Users TOP
    1. How do I make Address Labels in DPS?

A. Customer Satisfaction Survey (CSS)

TOP
  1. What is the Customer Satisfaction Survey Score (CSSS)?

    The Customer Satisfaction Survey (CSS) is the primary source of data that will be used in determining the performance portion of each TSP's Best Value Score. Each customer moving under the DOD program will be counseled on the importance of completing the CSS on the web upon delivery of each shipment moved.


  2. What are the Survey Objectives?

    • Obtain customer input on TSP performance.
    • Use the most economical method of obtaining customer input to lessen the budget impact on the Services while maintaining statistically valid results.
    • DOD targets all customers moving shipments to complete the survey.

  3. How can surveys be completed?

    A web-based survey will be the primary method in which customers provide feedback on each of their shipments. Customers will be counseled at origin on the importance of completing a customer survey for each shipment moved. All customers will be counseled on various locations where computers can be used to complete the web-survey in the event they do not have ready access to a computer (such as base library, local PPPO/PPSO, cell phone with web-access, etc.) Customers will be provided the customer survey website, and asked to complete a survey for each shipment within 7 calendar days of delivery to residence. Customers will be provided secure access to complete a survey on each shipment delivered. Each shipment in DPS must be flagged to indicate the completed delivery of the shipment to residence. DPS will be programmed to allow the TSP, PPSO, or the Customer to input this flag to indicate that shipment has completed delivery. Once the shipment is flagged as delivered in DPS, DPS will automatically send a survey notification to the customer, including a encrypted link to the survey.

    The survey will contain validation messages to ensure customers have reviewed their responses, understands TSP's survey score (based on their responses), and notifies the customer that they will not be able to change their survey responses once the survey is submitted.

    The second method used to encourage customer survey completion is an email reminder. Any customer that has a shipment flagged as "delivered" in DPS that does not have a survey completed within 7 calendar days, will be emailed a reminder. DPS will use the email addresses obtained during counseling at origin, or the most recent email address provided by the customer (i.e., while in transit or at destination). For military customers, if no other email address is provided, DPS will use their permanent email account established by their parent Service as applicable. The email to the customer will contain an encrypted URL, which will take them directly to their web-survey. The customer will be reminded of the importance of completing the survey and asked to take a few minutes to complete the survey for the shipment indicated. DPS will automatically indicate the shipment on which the survey is to be completed by identifying shipment unique indicators. These indicators include but are not limited to: the shipment origin/destination, date of pack/pickup/delivery, TSP name, weight and type of shipment. Additional email reminders will be sent on the 14th and 21st calendar day after shipment delivery if the customer has not completed the web survey.

    The third method that will be used to obtain customer feedback is a telephonic survey. A third party will conduct telephonic surveys when a statistically valid sample has not been achieved via the web or by email. DPS will be programmed to ensure that each TSP has a statistically valid sample of surveys by shipment category. Every TSP that does not have a valid sample of surveys in any shipment category 30 days prior to the end of any performance period; DPS will generate a list of customers for the 3rd party to contact that have not completed a survey on their delivered shipment for those applicable TSPs. The list will include customers that do not have an email account listed in DPS, and customers that have not responded via the web or email. The list will also indicate the customers that have been emailed a request to complete the web survey, but have not done so. The 3rd party will attempt to contact each of these customers and complete the surveys on the web by asking the questions and entering the customers' responses.


B. General Interim Customer Satisfaction Survey (ICSS)

TOP
  1. What is ICSS? How does is fit in to the DOD Personal Property shipment processes?

    The Interim Customer Satisfaction Survey (ICSS) is a short survey that measures the customer�s satisfaction of their move. The customer completes an ICSS after a shipment has been delivered. It is part of the Surface Deployment and Distribution Command�s (SDDC) �Families First� program that will significantly change the way the DOD purchases personal property movement services. The program embraces �Best Value� based on a defined ratio of Transportation Service Provider (TSP) performance and cost, rather than the old method of strictly using the currently available lowest cost provider. Results from the ICSS are incorporated in to a TSP�s Best Value Score (BVS).

    For more information on Families First, please see the SDDC Families First section of the SDDC website (www.sddc.army.mil) at path: Personal Property > Programs > Families First.


  2. What shipments are included in ICSS?

    All shipments are currently being surveyed in the DOD personal property program. However, ONLY Domestic Household Goods (dHHG), International Household Goods (iHHG), International Unaccompanied Baggage (iUB), One-Time-Only (OTO), and Special Solicitation shipment surveys will be used in the calculation of performance scores by market for use in Defense Personal Property System (DPS). NTS shipment scores will NOT be used in calculating TSP performance scores for the start of DPS.


  3. What is the Defense Personal Property System (DPS)?

    DPS is the new Department of Defense Personal Property system that will replace the outdated Transportation Operational Personal Property Standard System (TOPS), which is currently being used.


  4. Is participation in ICSS optional?

    ICSS is an integral part of Families First. Participation in required by all stakeholders � TSPs, Services, and PPSOs/PPPO.


  5. Is ICSS permanent? I�ve heard something about CSS?

    ICSS is the interim survey that is used to collect the preliminary BVS data. SDDC began collecting ICSS information in June 2004. While the Families First program is not scheduled to start until October 2005, TSP performance data is required in advance to facilitate the program start. After the program start, SDDC will migrate to a Customer Satisfaction Survey (CSS).


C. Transportation Service Provider (TSP) Users- Access to Survey Data

TOP
  1. As TSP user, how do I access my ICSS data?

    A representative at the level of vice president or above from you company must send SDDC an email with the names of the personnel approved for access to the ICSS data. This email should also include: Company SCAC, company name, user name, user email, user phone number, and the SCACS that the users wish to access.
    Once you have sent the email, please allow 24 hours for processing. Please do not try to register on Electronic Transportation Acquisition (ETA) before the 24 hour time period is up. If you try to register before your access list has been processed, you will receive an ACCESS DENIED email notice. After 24 hours the user will be able to register on ETA.

    After the user receives the email, he or she can register on the ETA website (https://eta.sddc.army.mil) to access their ICSS data. For TSPs with multiple SCACs, each user must register for each SCAC that they request access. For example, if you have seven SCACs and you want three people to have access to those seven SCACs, each individual user must register seven times using a different SCAC each time.

    Currently, ICSS does not allow for the multi-SCAC functionality like that in PPQWEB. That functionality is being considered for future application.


  2. Are there more detailed instructions available for creating and ETA account?

    Yes. Instructions for creating an ETA account are available at the SDDC Website (http://www.sddc.army.mil/) at path: Personal Property > Programs > Families First > �ETA Instructions to Access ICSS Reports�.


  3. It has been one business day and I have not received any emails from the ETA administrator. I have submitted the correct information. What should I do?

    After submitting the information to the ETA administrator, you must wait until you receive the emails from the ETA administrator containing the user ID and password. This normally takes one to two business days (24-48 hours), but during peak request periods can take up to 5 days.

    Another possible solution might be to check the SPAM/virus setting on your email program. The email from the ETA administrator might have been rejected by your system.

    If you have not received an email from the ETA administrator after 5 days, please send an email to icss@eta.sddc.army.mil describing the situation. Please include your SCAC(s), company name, authorized user(s), and email(s) for authorized user(s).


  4. I submitted my information to the ETA administrator. Then I went to the ETA website to access my reports but I was denied access. What happened?

    After submitting the information to the ETA administrator, you must wait until you receive the emails from the ETA administrator containing the user ID and password. This normally takes one to two business days (24-48 hours), but during peak request periods can take up to 5 days.

    If you have not received an email from the ETA administrator after 5 days, please send an email to icss@eta.sddc.army.mil describing the situation. Please include your SCAC(s), company name, authorized user(s), and email(s) for authorized user(s).


  5. I have created and ETA account. Are there instructions for accessing and creating the ICSS reports?

    Yes. First the user must log on to the ICSS section of the ETA website (https://eta.sddc.army.mil). After the user logs on there is a welcome screen with a hyperlink to ETA report instructions.


  6. I am an ETA user who is authorized to access multiple SCACs - Do I have to log in and log out for each SCAC?

    Yes. At this time multiple SCAC functionality is limited. The ETA user is required to log in for each SCAC.


  7. I am an ETA user who is authorized to access multiple SCACs � Can I view data for all my SCACs at once?

    No. At this time there is limited multiple SCAC functionality.


D. Use of Survey Data

TOP
  1. Can I contact the customer regarding their Interim Customer Satisfaction Survey (ICSS) score?

    A TSP can only contact a customer regarding an ICSS score if the customer selects that option in ICSS. If the customer does not select this option, a TSP CANNOT contact the customer. There is a flag in the report data indicating whether the customer authorized the TSP to contact them.


  2. Is there a process for appealing ICSS scores?

    ICSS scores are final. If you believe there is an electronic transmission error, please send documentation of the error, along with GBL, SCAC, shipment type, and shipment delivery date to the SDDC ICSS administrator (icss@eta.sddc.army.mil).


  3. I believe the customer skipped a question and I received a poor score as a result. What should I do?

    The customer must answer all questions in order to submit the survey. The survey instrument has validation checks that will NOT allow the survey to be submitted unless ALL questions contain a response. Before the customer submits the questions, he/she is presented with a page summarizing the survey score. The customer can elect to submit the score or go back to the survey and revise any of the questions.


  4. I still need more information. Where should I go?

    Please email specific questions to the ICSS Administrator at icss@eta.sddc.army.mil.


E. PPSO/PPPO Users

TOP
  1. As a PPSO user, how do I access my Interim Customer Satisfaction Survey (ICSS) data?

    In order to access ICSS Reports, all users must have a valid account with the SDDC Electronic Transportation Acquisition (ETA) system. Each Service Headquarters will provide SDDC a list of users who will be allowed access to ICSS Reports. Users that do not have an ETA account will be provided an ETA User ID and instructions on how to obtain an ETA password. Users that have an existing ETA account will be notified that access rights have been granted to ICSS Reports. Those users not on the list provided by their Service Headquarters, wishing to have access to ICSS Reports, need to work through their Service Headquarters to get authorization for access.


  2. I am not participating in Phase I � PowerTrack/CWA rollout? Am I still required to participate in ICSS?

    Yes. ALL PPSOs and PPPOs, REGARDLESS of whether or not they are participating in Phase I � CWA/PowerTrack rollout, should be participating in the ICSS. All PPSOs/PPPOs should ensure that they are capturing accurate and complete service member destination contact information. This information needs to be captured in the TOPS customer �Contact� screen, and not the �Basic� screen. All PPSOs/PPPOs should advise customers to complete the ICSS. For a more detailed description of the PPSO/PPPO ICSS responsibilities please see the �PPPO/PPSO Interim Customer Satisfaction Survey Instructions� available in a hyperlink after the user logs in to ETA (https://eta.sddc.army.mil).


  3. Are there more detailed instructions available for creating and ETA account?

    Yes. Instructions for creating an ETA account are available at the SDDC Website (http://www.sddc.army.mil/) at path: Personal Property > Programs > Families First > �ETA Instructions to Access ICSS Reports�.


  4. I have created and ETA account. Are there instructions for accessing and creating the ICSS reports?

    Yes. First the user must log on to the ICSS section of the ETA website (https://eta.sddc.army.mil). After the user logs on there is a welcome screen with a hyperlink to ETA report instructions.


F. Service Headquarter Users

TOP
  1. As a Service HQ user, how do I access my Interim Customer Satisfaction Survey (ICSS) data?

    In order to access ICSS Reports, all users must have a valid account with the SDDC Electronic Transportation Acquisition (ETA) system. Each Service Headquarters will provide SDDC a list of users who will be allowed access to ICSS Reports. Users that do not have an ETA account will be provided an ETA User ID and instructions on how to obtain an ETA password. Users that have an existing ETA account will be notified that access rights have been granted to ICSS Reports. Those users not on the list provided by their Service Headquarters, wishing to have access to ICSS Reports, need to work through their Service Headquarters to get authorization for access.


  2. Some of the PPSOs run by my Service are not participating in the Phase I � PowerTrack/CWA rollout. Are they still required to participate in ICSS?

    Yes. ALL Services, REGARDLESS of whether or not they are participating in Phase I � CWA/PowerTrack rollout, should be participating in the ICSS. For a more detailed description of the PPSO/PPPO ICSS responsibilities please see the �PPPO/PPSO Interim Customer Satisfaction Survey Instructions� available in a hyperlink after the user logs in to ETA (https://eta.sddc.army.mil).


G. Full Replacement Value

TOP
  1. What is Full Replacement Value and why is it important to Service Members?

    Full Replacement Value (FRV) is an important new benefit to Service Members and DOD Civilians who have to move or store their personal property as part of a DODsponsored move. In the past, if a Transportation Service Provider (TSP) lost or destroyed something during a move, the Service Member would only be paid the depreciated value of the item, regardless of whether they filed their claim with a Military Claims Office (MCO) or directly with the TSP. In other words, say a Member has a 5-year-old television damaged beyond repair; the TSP was only liable to pay the value of a 5-yearold television. While the Member could buy a used item, most people prefer to replace common household items, furniture, clothes, and so on, with new items. Often that meant that the Service Member had to pay money out of pocket to replace the item. With FRV, if a Member files a claim directly with the TSP within nine months of delivery, the TSP must repair damaged items and replace lost or destroyed items with a like item of the same quality. In the situation described above, under FRV the Service Member would be eligible to receive a new television from the TSP similar to the one that was destroyed.


  2. What are the TSP�s liability limits for Loss or Damage with Full Replacement Value?

    Under the FRV program, the TSP can be liable for up to $5,000 per shipment or $4.00 times the net weight of the shipment (gross weight for unaccompanied baggage) up to $50,000, which ever is greater. In other words, the shipment weight does not actually factor in until the shipment is over the $5,000 threshold [i.e. 1,250 pounds x $4.00]. A 100 pound shipment is still protected up to $5,000. Before FRV the TSP was only liable for $1.25 a pound with no minimum or maximum limit, so the TSP would only be liable for $625 on a 500-pound unaccompanied baggage shipment. The low liability limit was not usually a problem for Members, because the MCO would pay the member the full depreciated value of what was lost, destroyed, or damaged, and then recover up to the $1.25 limit from the TSP. But now that Service Members will be filing most of their claims directly with the TSPs, the FRV limits ensure that Members will receive full compensation on losses from lower weight shipments.


  3. What is the history of Full Replacement Value?

    Congress enacted the Full Replacement Value Act of 2003 on November 26, 2003 and amended it with the Defense Authorizations Act for FY 2007. The original law allowed the Government to include FRV in contracts with Transportation Service Providers (TSP) for household goods. The amendment made it mandatory that the DOD include FRV coverage in all contracts for shipment of household goods not later than March 1st of 2008. The cost of FRV is included in contracts with movers.


  4. Will FRV present an additional cost to DOD Members?

    Service Members and civilians will not face any additional charge for this coverage.


  5. How does a DOD Member receive FRV? Is there a change from the current program?

    The benefit is already in place. The Service Member doesn�t have to apply or ask for it, the only new part is how he or she files the claim. To receive FRV, the DOD Member files his or her claim directly with the TSP that makes the final delivery. The Member must file the claim within nine months of delivery. In the past, most Members filed their claims through the Military Claims Office (MCO), but that is no longer the case under FRV. What does not change is that the Member must complete the DD1840 or 1840R Forms to report loss and damage he or she finds at or after delivery. The member MUST submit these forms to the TSP within 75 days. That means that the forms must be postmarked within 75 days. If a Service Member still chooses to submit the form through his or her local MCO, the Member may; but he or she must bring it to the claims office within 70 days, so that the MCO has time to dispatch it to the TSP in his or her behalf. The TSP then has the right to come out and inspect the damage.

    If the Member misses the nine month filing deadline he or she will not be eligible for FRV, but will still be eligible for depreciated value, as in the current Military claims program, for up to two years from delivery. After 2 years, except in specific circumstances, the Member is not entitled to any payment from either the TSP or the Military claims office. Meeting these deadlines and filing the claim is in the Members� hands.


  6. When will Full Replacement Value protection be available to DOD Members?

    It depends on the origin and destination of the shipments. The dates are different because of the different contracts and rate schedules the DOD has with TSPs. Also the dates refer to the date that the TSP picks up a Member�s shipment. If the Member�s origin or destination is outside the continental US, shipments picked up on or after October 1st 2007 are eligible for FRV. If the origin and destination are both inside the US, shipments picked up on or after November 1st are eligible. Non-Temporary Storage, Local Move and Direct Procurement shipments are eligible on March 1st 2008.


  7. What type of information must a Member include on his or her claim?

    The notice provided on the DD Form 1840 and 1840R is not a claim. A claim must identify the property owner or DOD Member. The Member should include any facts he or she can provide to identify the shipment. The claim must list each item for which the Member is seeking payment, state whether it is missing or damaged, and specify the extent of any damage. The claim must also demand a specific amount of money. However, if the Member files the claim directly with the TSP within nine months of delivery, he or she does not have to obtain repair or replacement estimates and submit them as part of the claim. If the basic information about the items is provided, then it is the responsibility of the TSP to get the repair estimates and determine the cost of a new replacement item.


  8. What happens if the TSP denies the Customer�s claim? Who can advocate for a Service Member when difficulties arise with a claim?

    If the TSP denies the Customer�s claim, or it makes an offer on the claim that the Member doesn�t accept, or the TSP does not respond to the claim within 30 days, the Customer would then transfer the claim to the Military Claims Office (MCO). Once the MCO gets the claim, the MCO generally will pay de preciated value to the Member and then go after the TSP for the rest of the claim. Once the MCO recovers the full claim, he or she will send the Member the difference between the depreciated value that he has already paid and the full replacement value. Each branch of Service has a MCO that serves as an advocate for the Service Member. SDDC also serves as an advocate for the Member and ensures that the TSPs follow regulations and guidelines.


  9. How can a Service Member or DOD Civilian find more detail about FRV?

    The best place to start is the Surface Deployment and Distribution Command (SDDC) website at www.sddc.army.mil. The website includes detailed business rules, a press release, as well as printable flyers and posters. The site has information for Service Members, TSPs, Transportation Officers and Claims Officers. The SDDC home page features a banner link that takes the user directly to the section with FRV information. Also, even though Members no longer file claims through the MCO, the Member�s Claims Office or Transportation Office can provide advice and details on the program. Each Service Branch website will have information about FRV as well.


  10. How quickly does the system recognize a trend in poor customer satisfaction responses?

    SDDC maintains a program called the Total Quality Assurance Program to monitor quality control over TSP performance. Each installation Transportation Office maintains a TSP performance file for each TSP qualified to serve the installation. SDDC HQ may disqualify a TSP on its own, or on a TO�s recommendation for a single issue. If there is a recurring problem, SDDC may disqualify the TSP from participation in the Personal Property program for as long as two years. The TO can issue a Letter of warning, issue a Regular Suspension, issue an Immediate Suspension or recommend the TSP�s disqualification to SDDC. A Letter of Suspension notifies the TSP that they have to improve service in 30 days or face suspension. The TSP earns a Regular Suspension when it repeatedly violates any provision of the Tender of Service or other rules and regulations three or more times during a 180 day period. An Immediate Suspension is imposed when the TSP�s performance on a single shipment is such that the continued participation in the program is unacceptable.


  11. What is full replacement value (FRV) liability?

    If the service member files a claim directly with the transportation provider within nine (9) months of delivery, then the transportation provider is liable for the full replacement value (FRV) of any lost or destroyed items.


  12. How does full replacement value protection apply to a shipment that includes boats personal watercraft, ultra light aircraft, pianos, organs, firearms, objects of art, all-terrain vehicles, and snowmobiles?

    Boats, personal watercraft, ultra light aircraft, pianos, organs, firearms, objects of art, all-terrain vehicles, and snowmobiles, the transportation provider may replace the item with a comparable used item or pay the un-depreciated replacement cost, because these are large, expensive items that are not part of the typical shipment and have an active, widespread secondary market.


  13. How does full replacement value protection apply to a shipment that includes motor vehicles (automobiles, vans, pickup trucks, motorcycles or sport utility vehicles)?

    When full replacement value protection applies to a shipment that includes one or more motor vehicles (automobiles, vans, pickup trucks, motorcycles or sport utility vehicles), the TSPs maximum liability for the vehicles shall be the value stated in the current issue of the National Automobile Dealers Association (N.A.D.A.) Official Used Car Guide (the Guide) for such vehicle(s), adjusted for mileage and other factors considered in the guide. However, if either the service member or the TSP has obtained an appraisal of the vehicle from a qualified appraiser, settlement will be based on the appraised value rather than the book value.


  14. Can a service member reject a payment or item offered by the TSP to settle a claim?

    The service member may reject a payment or item offered by the TSP to settle a claim. If a service member files a claim with the TSP within nine months of delivery, but fails to settle the claim directly with the TSP, the service member/consignee can file a claim with a military claims service. In those cases, if the military claims service pays the service member, it will pay the repair or depreciated replacement cost, whichever is less, and then may assert a recovery claim against the TSP for the repair or un-depreciated replacement costs (i.e. full replacement value). In those cases, the transportation provider will not have the option of replacing the item, but must pay the un-depreciated replacement cost for a new item to the military claims service.


  15. What is the Transportation Service Providers (TSP) liability on full replacement value claims for items that are damaged but not destroyed?

    For items that are damaged but not destroyed, the TSP will, either repair the items to the extent necessary to restore them to their condition when received by the TSP or pay the claimant for the cost of such repairs.


  16. What is the TSPs liability on full replacement value claims for items that are destroyed?

    For most items that are destroyed (i.e. the repair cost exceeds replacement cost) or lost, the TSP will, at its option, either replace the lost or destroyed item with a new item, or pay the un-depreciated replacement cost of a new item. New items should, to the greatest extent possible, be from the same manufacturer and should be the same make and model as the item that was lost or destroyed. If the TSP cannot find a new item that is the same as the item that was lost or destroyed, it may replace the item with one of comparable qualities and features. However, for lost or destroyed items that are parts of sets, such as a silver service, crystal glasses, or china, the TSP may replace the lost item with a like item that matches the rest of the set. Likewise, some items, such as collectable figures (e.g. Hummel and Lladro), collectable plates, collectable dolls, baseball cards, antiques, comic books, coin and stamp collections, and objects of art, cannot be properly replaced with new items because their value is based, in part, on the fact that they are no longer made and are no longer available for purchase as new items. For those items, the TSP may replace the lost or destroyed item with the same or comparable item or pay the replacement cost of the item.


  17. How long does the Transportation Provider have to settle loss and damage claims?

    On loss and damage claims, the transportation provider shall pay, deny, or make a written offer within 60 days of receipt of a complete, substantiated claim.


H. Quality Assurance

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  1. What will be measured in the Families First Quality Assurance program?

    While the specifics of the Families First Quality Assurance (QA) Program have not been determined, the program will identify performance standards for objective measures, gather data related to those measures, and track Transportation Provider performance against standards. SDDC anticipates that the QA Program will include incentives for rewarding strong Transportation Provider performance as well as penalties for poor performance.


I. Rates

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  1. Has the 400NG been finalized? Can we obtain a copy of the printed tariff document outlining the rules? Can we obtain a printed document of the rates? Can we purchase the electronic rating engine that can be installed on our billing PC's or a network server?

    400NG was finalized in October 2004. The latest Revision 2 was released by SDDC as part of Families First business rules on April 22 and can be found on SDDC's website. Rates are not published in the tariff. SDDC and AMSA are both in the process of developing the new 400NG-rating engine. AMSA will be making their rating engine available to TSPs after the rating engine has been developed.


  2. Will there be a high season and low season Channel Control and Projected Tonnage file be on the FTP site as the current Practice for International Rates? If so will the file format be the same. How will tonnage be distributed? Currently, for class 2 rates, the low setter gets a percentage and the M/T carriers and the low setter share in the remainder.

    No there will not be a file on an FTP site. The new rate filing business rules have been published on the www.sddc.army.mil website. For the International program there will be an opportunity for TSPs to file rates for Peak and Non Peak at the same time. Class 2 rates and Me Too rates will not apply in the new program. All of the details are addressed in the business rules pertaining to rate filing, TSP qualification; Shipment Management, International Tender and the 400NG domestic tariff documents on SDDC's web site listed under Families first phase II section.


  3. We believe that filing scheduled for Domestic and International should be at least two weeks apart since the same people process rate-filing data for both carriers and ADP companies.

    SDDC has published the Domestic and International rate filing business rule document and the timelines for the Families First program on www.sddc.army.mil



J. Shipment Management

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  1. How will the property already in NTS be released? Are we going have to input member data into counseling?

    All counseling will take place in DPS, even counseling required on NTS releases. The customer can complete an application for release in Self-Counseling, which will be forwarded to the applicable Outbound PPSO for release or the customer can have the PPPO/PPSO complete the application in DPS for them. Data elements from the application will be forwarded from DPS to TOPS automatically. The PPSO will have to access TOPS and retrieve the shipment request (REMSTAT) and complete the release from NTS in TOPS. The PPSO after processing the release from NTS in TOPS will have to update the customer pickup information in DPS so the shipment can be routed and booked with the TSP. This process will continue until the complete implementation of Phase II of DPS. In Phase III, when NTS is implemented, the customer and/or PPPO/PPSO will have direct access to the NTS shipment data in DPS and the counseling and NTS release portion will be handled in DPS.


  2. How are you going to notify TSPs when a shipment is booked with them? Will you be using the ABC email system developed by the AF JPPSOs?

    All shipment offers will be made in DPS and each TSP is required to access DPS to retrieve their shipment offers that have been assigned to them. However, based upon the information that came out of the walk through with the TSPs, DPS will send an email to the TSP in addition to sending notification to the TSPs work queue in DPS.


K. Best Scoring Value

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  1. Is there going to be a way that TSPs will know what their ranking is nationwide?

    TSP Best Value Score (BVS) ranking is not nationwide. Each TSP will have a Performance Score by market (e.g., domestic: dHHG and International: iHHG and iUB) and they will a BVS score on every channel in each market. DPS will provide reports or reporting capability to TSPs indicating their BVS ranking relative to other TSPs at the channel level.


  2. Will the number of shipment offers that are made to TSP's in the 4 different quality bands be tracked at the state level or a nationwide number of shipments?

    Shipment awards are tracked in each market (dHHG, iHHG and iUB) at the channel level. There is a Traffic Distribution List (TDL) for each channel and Quality Bands for each TDL.


L. TSP Qualifications - General

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  1. What are the Hardware and Software Requirements for DPS?

    Hardware:
    • 256MB RAM or more
    • Color Monitor capable of 1024x768 resolution with High Color (SVGA)
    • Keyboard and mouse
    • Speakers/Headphones (for LMS)
    Software:
    • Microsoft Windows 2000/XP
    • Internet Explorer 6.0
    • Windows Media Player 7.1 or higher (for LMS)
    • Adobe Acrobat Reader 6.0 (for Forms)
    • Excel 97 or higher (for Rate Filing)
    • If you have Office 2000 you will need to download SP2
    • Microsoft Word

  2. Why am I experiencing problems when using Internet Explorer 7.0?

    A certificate must be downloaded in order for Internet Explorer 7.0 to work properly. The patch is available on the bottom of the ETA home page, DOD PKI Root Certificate. The link is: https://support.eta.sddc.army.mil/dodpki/pki_selection.asp


  3. Why am I experiencing problems when using MS Excel 2003?

    Install Service Pack 2 to enable the macros needed to run BidLinx Excel file.


M. TSP Qualifications - TSP Users

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  1. Why am I getting an error saying that a field is required but that field is not applicable to my company?

    For required fields that are not applicable to your company, you must enter "N/A" into those fields.


  2. Why are my CIP/COR forms staying in the 'Submitted' state?

    All approved TSPs CIP and COR forms will be set to 'Re-Certify' prior to the start of the first round of rate filing. Therefore, All TSPs will need to resubmit the forms for approval by SDDC prior to the rate filing. If your forms are in the submitted status for more than 2 hours, please contact the DPS Help Desk to resolve the issue.


  3. Why am I getting the error, "Does Not Match a Valid DOT System Number", after updating the ETOSSS with "N/A" under the FF Number and Broker Number and entring a State Permit Number upon submittal?

    SDDC will manually update TSPs reference data to reflect DOT SAFER requirements 'key indicators'. See screen shot below. Please contact your DPS Help Desk to resolve the issue.


  4. Why didn't my insurance form get transmitted to SDDC?

    If the TSP's updated or newly completed insurance form is rejected by SDDC, you can take the following actions:
    The TSP can take a screen shot of the insurance form or print it out and fax it to the SDDC representative. The SDDC representative will in turn approve the insurance form and reply accordingly. Once a form has been rejected, the form needs to be edited by the user and then the status of the form changes to 'In Progress', which will then allow the agent to submit it. You may also contact the DPS Help Desk to help resolve the issue.


  5. Why aren't I recieving Email Notifications from DPS?

    Please add and/or verify your email address in DPS under the Email Manager Section on the Qualifications Forms tab. Or, if email notification outside of DPS is not received, place call between the two parties to verify information status (e.g., Accountant and President, or Insurance Representative and President.).


  6. Why won't SDDC cross reference the old SCAC with the new SCAC?

    The new SCAC has to be manually entered into DPS and the TSP will have to submit a new ETOSSS for approval by SDDC. Contact the DPS Help Desk for further assistance.


N. TSP Qualifications - SDDC Users

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  1. How do I make Address Labels in DPS?

    TSP mailing labels will be generated using the Microsoft Word Mail Merge function. A file containng TSPs will be exported from DPS and used to generate the mailing. Please refer to the Microsoft Word product documentation for more detailed information on using mail merge. NOTE: Please ensure to disable your pop-up blocker or press the "CTRL" key to bypass pop-up blocker during the following steps:

    1. Navigate to the Submitted Forms view in the Qualifications Forms screen.
    2. Query the TSP list applet for the TSPs that you want to print the mailing labels.
    3. Export the TSPs to a file by clicking the 'Create Label' button.
    4. Select 'All' columns to export and select 'Comma Separated Text File' as the output format and click the 'Next' button to continue.
    5. Click on the 'Save' button to save the export file.

    The file generated by DPS will be used by Microsoft Word to generate the mailing labels. The following instructions are a guide for using MS Word's Mail Merge. Please note that different versions of MS Word may have slightly different instructions.

    1. Launch MS Word.
    2. Select Mail Merge from the Tools, Letters and Mailings menu.
    3. Select 'Labels as the document type and click on the 'Next Starting Document' hyperlink.
    4. Click on the 'Label Options' hyperlink to select the mailing label.
    5. Click on the 'Next: Selct Recipient' hyperlink to continue.
    6. After you have selected the correct label, click the 'OK' button.
    7. Click on the 'Browse' hyperlink to select the DPS export file. Select the file and click the 'Open' button.
    8. Preview the Recipients and click the 'OK' button to continue.
    9. The next step provides the opportunity to select which recipients to generate the mailing labels. Click on the 'OK' button to continue.
    10. Click on the Next: Arrange your Labels hyperlink to continue.
    11. Arrange the merge field on the label.
    12. Ensure that the 'Mail Merge' toolbar is enabled.
    13. Click on 'Insert Merge Fields' toolbar icon.
    14. Place the cursor on the label and select the merge field to be placed on the label. Click the 'Insert' button. Arrange and place the fields according to your requirements.
    15. Click on the 'Propagate Labels' toolbar item. This will copy the merge fields to the other labels.
    16. Click on the 'Merge to New Document' toolbar item to continue.
    17. Select which records to merge and click 'OK'.
    18. A new Word document will be created consisting of the mailing labels.