Analyzing the Historical Complaints Regarding Household Goods and The Department Of Defense’s Remedy

Abstract

The frequent permanent change of station (PCS) that military members undergo every few years requires the movement of the members’ household goods. The Government Accountability Office, among other government entities, researched the movement of household goods and determined it needs more oversight by the Department of Defense (DOD). In response, the DOD approved a new contract to ensure better oversight of household goods for military members, which is in effect in 2024. This thesis systematically analyzed comments in the services’ trade publications to investigate if the current contract is likely to address customers’ concerns. The results show Gaps 1 and 2 are the most prevalent customer service gaps with moving goods in the PCS process. I recommend the DOD monitor the communication within the new system by utilizing customer feedback and monitor the upgraded technology behind the new claims process.