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Presentation to the Canadian Association of Movers

Presentation to the Canadian Association of Movers. Major Katherine Vigneau Department of National Defence Transportation Management 22 November 2004. Topics. Federal Government Move Management FEAMS (Furniture & Effects Automated Management System) Alternative to Scaling Trial

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Presentation to the Canadian Association of Movers

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  1. Presentation to the Canadian Association of Movers Major Katherine Vigneau Department of National Defence Transportation Management 22 November 2004

  2. Topics Federal Government Move Management FEAMS (Furniture & Effects Automated Management System) Alternative to Scaling Trial Value Index Results: Carrier compliance Customer satisfaction Claims satisfaction

  3. Move Management in the Federal Government

  4. CONTRACTS

  5. Domestic Moves • 12,000 - 15, 000 moves per year • Department of National Defence: 75% • Royal Canadian Mounted Police: 12% • Public Works Government Services Canada / Central Removal System: 13% • Average Shipment Weight: 9000 lbs • 3 Service Providers

  6. Peak Period 627additional moves in peak period

  7. Domestic Contract • 2 years contract + 3 times 1 year option • Started on 1 April 2001 • On 1 April 2005  3rd option year • End of contract  31 March 2006

  8. Domestic Contract • Draft RFP - 1 Nov 2005 • 4 years plus 3 one year options • Final RFP - 1 Apr 2005 • Bid evaluations – summer 2005 • Contract in place - 1 Apr 2006

  9. International Moves • 500 - 550 Moves per year • DND only • 1 Service Provider

  10. International Contract • 2 years contract + 3 times 1 year option • Started on 1 November 2001 • On 1 November 2004  2nd option year • End of contract  31 October 2006

  11. International Contract • Draft RFP - 1 May 2005 • Final RFP - 1 Nov 2005 • New contract - 1 Nov 2006

  12. Interdepartmental Committee on Household Goods Removal Services (IDC) • Established in 1968 • DND: Department of National Defence • PWGS/CRS: Public Works Government Services Canada / Central Removal System • RCMP: Royal Canadian Mounted Police

  13. IDC Mandate • To collectively contract with the moving industry for the move of household goods of federal government employees

  14. IDC Roles & Responsibilities • Sets the policies, conditions and tariff for the transportation and storage of household goods belonging to government employee • Provisions of moving services, (i.e. ordering, quality control, billing, payment and audit) done by each member department

  15. IDC Objectives • To improve and maintain the quality and the reliability of services provided by the Service Providers • To optimize management efficiencies • To ensure shipper satisfaction • To ensure cost-effective delivery of contracted services

  16. IDC Objectives (Suite) • To ensure built-in flexibility (trials) • To ensure compliance with all applicable regulations and standards • To ensure that the contracted functions are performed in a safe manner • To ensure that electronic commerce supports all functions of transportation management • To foster co-operative interaction between the government and the moving industry

  17. Furniture and Effects Automated Management System FEAMS

  18. CENTRAL REMOVAL SYSTEM (CRS) • Antiquated system • Connectivity problems • Poor management tool • User fees to PWGSC • Decommissioned in 2005?

  19. FEAMS Corporate Benefits • Possibility of early payment incentive • Improved tracking of expenditures – actual costs • Effective management tool • Bilingual

  20. FEAMS User Benefits: • User friendly, GUI • Web-based • Central payment • Time for more quality control - better QOL

  21. FEAMS V 1.1: Long Term Storage FEAMS V 2 All other F&E business processes: Domestic Cross border International FEAMS Modules

  22. FEAMS V1.1 Status: • First module (Long Term Storage) piloted successfully on five bases April 2003 • Remaining bases piloted successfully October 2003 • All LTS lots (approximately 1500) are now being processed by FEAMS

  23. FEAMS V 2 Timelines • Pilot roll-out: Jun 04 • Re-engineer/re-development: Jun – Sep 04 • Testing Sep-Nov 04 • Training Oct-Dec 04 • CRS use ends: 24 Jan 05

  24. ALTERNATIVE TO SCALING

  25. Alternative to Scaling Trial (ATS) • 1997 OAG Report • Recommendation at paragraph 21.100 • “Public Works and Government Services Canada, in consultation with the Interdepartmental Committee and the moving industry, should minimize the risk of overcharging due to weight bumping and strengthen the auditability of invoices from contractors. Consideration should be given to introducing an alternative to the existing basis for pricing moves.”

  26. ATS Objective • Increase transparency and auditability as per the OAG recommendation. • Answer QOL requirement that members have a legible inventory of goods being shipped.

  27. ATS Vision • Move of household goods becomes an automated, streamlined process from initial estimate to final invoicing. • Initial electronic estimate • Updated electronic estimate • Electronic invoicing • Automated claims processing • Auditable using SWL

  28. Alternative to Scaling • Working Group  Standard weight List (SWL) • SWL introduced in HGRS contract : 1 April 2001 • Electronic Inventory introduced 1 April 2002

  29. ATS Observations April – September 2004 • Good Points: • Inventories had improved (neater manual additions) • Some contractors doing electronic estimates

  30. ATS Observations Challenges: • Number of manual entries did not decrease • Printing updated inventories for member

  31. Working Group –Major Recommendations • Master list of exception codes • Parameters for driver inventories and schedule for improvement • Refined weights • Include non-standard boxes in SWL • Reweigh if discrepancies exist • Emphasize member responsibility

  32. ATS – The Future • Further refine SWL to be within 3% error • 100% electronic inventories • Cooperation between IDC/industry • IDC to ensure better knowledge of the process among members • Meetings with relocation specialists • Use of scaling/SWL as primary/audit

  33. Value Index Carrier Compliance Customer Satisfaction Claims Satisfaction

  34. Carrier Compliance

  35. QCI Results

  36. QCI Results

  37. Service Shortfalls

  38. Liquidated Damages Although few penalties were given, there was no improvement in L12 – clear inventory.

  39. Customer Satisfaction

  40. Customer Satisfaction Surveys • Two methods of gauging satisfaction through Government Employee Satisfaction Survey (GESS) and Claim Settlement Satisfaction Survey (CSSS) • Hard copies (at any time, although not included in statistics / reports) • Semi annual phone surveys in conjunction with Value Index calculations

  41. Overall Pre-move briefing Packing Loading Unloading Unpacking Destination assistance 3.76 3.86 3.81 3.94 4.02 4.04 3.82 3.90 3.80 4.03 4.13 4.07 3.88 3.96 3.83 3.46 3.61 3.54 3.61 3.77 3.63 GESSAverage satisfaction score (scale of 1-5):

  42. GESSBreakdown of "Yes"/"No" responses

  43. Overall Destination advice, assistance Courtesy and professionalism Timeliness of response Value of settlement 3.2 3.253.16 3.08 3.193.18 3.47 3.733.69 3.29 3.553.22 3.57 3.453.51 Average claims satisfaction score (scale of 1 to 5)

  44. Claims Survey - Breakdown of "Satisfied"/"Dissatisfied" responses

  45. Better QCI LD Courtesy Worse Packing Late deliveries Timely claims settlement Value Index - Overall

  46. QUESTIONS

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