With PCS season right around the corner, cracks are emerging in the new military move system.

Many families are reporting challenges with timeliness or no-shows from movers under the Global Household Goods Contract (GHC). When they attempt to reach out through new feedback systems designed to streamline claims, they face additional headaches trying to work with the GHC contractor, HomeSafe Alliance (HSA).

The new, privatized system is in effect at 94 bases; if the past pace of roll-out continues, more installations will be added each month. U.S. Transportation Command (TRANSCOM) has not offered any insights on plans to pause expansion efforts, but the command has issued a formal notice to HSA via a compliance mechanism for situations when a contractor is not performing to standards.

Servicemembers and families seeking an alternative to the new moving system can make a Personally Procured Move (PPM), where DoD will reimburse them for their costs. However, some families have reported significant cuts to reimbursement rates since the GHC contract changeover.

[SHARE YOUR STORY: Tell MOAA About Your Recent PCS Move]

MOAA is closely following the issue and needs input from servicemembers and their families to power our advocacy work. The advertised benefits of the new, single-manager system included enhanced communication, modernized move management systems, simplification of the claims process, increased efficiency, and increased provider standards. Initial feedback shows the desired benefits aren’t being realized.

If you have used the new system, or if you have recently made a Personally Procured (do-it-yourself) Move, MOAA wants to hear about your experience. The more detail you are able to offer, the better. We are interested in hearing about:

• Your overall experience using the new system.
• The timeliness of your move.
• The customer support experience.
• If you made the move yourself, details on the reimbursement rate (and whether it covered your expenses).
• Anything else that was positive or negative about your move.
  
  

MOAA’s advocacy team will review all responses, which will be used to power our outreach efforts to help our community. You do not have to be a MOAA member to provide your information; please share the link to our feedback form (MOAA.org/YourPCS) with your network to widen our pool of respondents.

Learn more about this and other MOAA work on this and other issues affecting the quality of life for those who serve and their families at our advocacy news page.