ALCOAST 264/25 - JUN 2025 AY2025 HOUSEHOLD GOODS (HHG) AND MANDATORY CUSTOMER SATISFACTION SURVEY (CSS) INFORMATION

R 091500Z JUN 25   MID120001994323U
FM COMDT COGARD WASHINGTON DC
TO ALCOAST
BT
UNCLAS
ALCOAST 264/25
SSIC 4050
SUBJ: AY2025 HOUSEHOLD GOODS (HHG) AND MANDATORY CUSTOMER
SATISFACTION SURVEY (CSS) INFORMATION
A. The Joint Travel Regulations (JTR)
B. Defense Transportation Regulation (DTR) Part IV
C. Coast Guard Supplement to the Joint Travel Regulations (CGS-JTR),
COMDTINST M4600.17B
1. This ALCOAST provides information on how to ship and store
personal property incident to a permanent change of station (PCS)
move. The transportation industry's peak season runs from 15 May to
31 August. The busiest time for the Coast Guard is between 15 June
and 31 July. Personal property is defined as household goods (HHG),
unaccompanied baggage (UB), mobile homes and privately owned
vehicles (POVs).
2. Early counseling, planning, preparation, flexibility,
communication, and command support are key to executing a successful
PCS move, especially during the peak season. For questions on
planning your move contact your local Transportation Office (TO):
(Copy and Paste URL Below into Browser)

https://download.militaryonesource.mil/12038/MOS/Factsheets/CG-
TransportationOfficesContactList.pdf

3. United States Transportation Command (USTRANSCOM) has implemented
the Global Household Goods Contract (GHC), which utilizes a single
move manager to accomplish the tasks associated with customer
support, communication, packing/moving household goods, storage
in transit (SIT) warehouse services, and UB shipments.
4. After PCS orders are issued Service members will use the Defense
Personal Property System (DPS) to begin coordinating their move.
Service members can access the DPS at:
(Copy and Paste URL Below into Browser)

https://dps.move.mil/cust/standard/user/home.xhtml

All members will login to the DPS webpage which will determine if
the HHG shipment will be carried out under the GHC or processed
under DPS, the legacy PCS moving provider. After a series of
questions are answered by the PCS sort tool, the system will
determine if GHC or DPS will be used in moving each member.
PCS move dates, origin, and destination locations are the primary
factor in determining if the move will fall under GHC or DPS.
5. Members will receive a Customer Satisfaction Survey (CSS) upon
completion of each phase of their move, and each CSS must be
submitted within 7 days after an element of the move is completed,
such as counseling, origin services, destination services, and
claims. The CSS is used for the Government to capture customer
feedback on satisfaction with the Transportation Service Provider
(TSP). The comments and scores given to each TSP contribute toward
eliminating poor performing companies and retaining the best moving
companies. To improve the quality of every move, members must make
their voices heard by completing the CSS as their move progresses
and after delivery.
6. Per REF (A), members are required to use the closest designated
Vehicle Processing Center (VPC) to their current Permanent Duty
Station (PDS)for all POV drop-offs and nearest their new PDS for
pick-ups. Members can find the contact information for the
designated VPC and specific information on POV safety recalls
at:
(Copy and Paste URL Below into Browser)

https://www.pcsmypov.com/

7. Members are responsible for submission of damage claims and
should understand that all claim submissions are a multi-step
process. Incorrect claims or claims submitted beyond the prescribed
timeline may result in reduced reimbursement. To ensure proper and
timely notification to the TSP and compliance with service
requirements, specific guidance can be found at the following link:
(Copy and Paste URL Below into Browser)

https://www.uscg.mil/Resources/Legal/LSC/Household-Goods-Claims/

8. For Policy guidance or questions regarding HHG moves contact
COMDT (CG-1M12) Travel & Transportation Policy at:
SMB-COMDT-TravelTransportationPolicy@USCG.MIL
9. CAPT M. M. Roebuck, Acting Assistant Commandant for Military
Personnel (CG-1M), sends.
10. Internet release is authorized.