GENERAL SERVICES ADMINISTRATION CENTRALIZED HOUSEHOLD GOODS TRAFFIC MANAGEMENT PROGRAM

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GENERAL SERVICES ADMINISTRATIONCENTRALIZED
HOUSEHOLD GOODS TRAFFIC MANAGEMENT PROGRAM

• C H A M P

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How to Increase Scope of Operations

• Change in business culture
• 5 year anniversary of approval into the CHAMP
  program
  
• CSI score over 105 (International carriers did
  not have this option until 2002.

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GSA HEARD YOU!January 2002

• GSA Opened one-time only window for
  international carriers to increase their scope
  
• 21 Carriers Applied
• 151 Countries added carriers with new or
  additional authority
  
• In excess of 110,000 Service area pairs were
  added
  

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GSA FORM 3080Household Goods Carrier Evaluation
Report

• Relocating Employees Response
• Quality of packing
• Delivery of items with damage
• Courtesy of workers
• Delivery within timeframe
• Communication of services
• Responsive in resolving problems
• Overall quality of service

• RTO Response
• Courteous help for tracing
• Informed of changes in move
• Flexibility
• Overall quality of service

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CUSTOMER SATISFACTION INDEXCSI

• Between 95.00 - 105.00 Average quality
  performance
  
• Above 105.00 Better than average quality
  performance
  
• Below 95.00 Below average quality performance

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CSI CALCULATIONS

• Scores for each element are totaled and divided
  by the number of 3080s received to create an
  average score for each element
  

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CSI CALCULATIONS

• Each average score is then taken against an 18
  point weight scale, which results in weighted
  averages for each element
  
• Employee responses 1-6 have a weighted average of
  1
  
• Employee response number 7, Overall
  Satisfaction has a weighted average of 8
  
• RTO responses 1-3 have a weighted average of
  .5RTO response number 4, Overall Satisfaction
  has a weighted average of 2.5

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CSI CALCULATIONS
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CSI CALCULATIONS

• A program average is created by completing the
  same process for all GSA Forms 3080 received
  
• Each carriers raw score is divided by the
  program average and multiplied by 100 to
  establish the CSICarrier raw score 78.4375
  Program average 79.760178.4375/79.7601100
  98.3418 Carrier CSI 98.34

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Contacts in KC

• Robyn Bennett Team Leader
• Kim Chancellor HHGs
• Brian Kellhofer HHGs
• Carey Deforest Freight
• Vernon Short Misc.
• Email addresses
• first name.last name_at_gsa.gov
• WEB Addresses
• www.moveit.gsa.gov
• www.kc.gsa.gov/fsstt

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Ed HodgesDirectorProperty Traffic
Management DivisionKansas City,
MOed.hodges_at_gsa.gov816-823-3646
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MAHALOthank you