Case Study:
Customer Experience

Challenge

The U.S. Army Fort Riley, Kansas Personnel Property Shipping Office (PPSO) manages household goods movement services for approximately 30,000 soldiers and their families, covering Permanent Change of Station (PCS), Expiration Term of Service (ETS), and Personnel Procured Movement (PPM).

Initially, PPSO lacked a comprehensive tracking system to manage each stage of household goods movement. The Army’s decision to regionalize back-office functions under the Joint Personnel Property Shipping Office (JPPSO) at Joint Base Lewis-McChord added to the complexity, creating two main challenges: inadequate Government Furnished Facilities (GFF) for the operation and unclear role delineation between PPSO and the newly established JPPSO functions.

Solution

Aretum supports front office aspects of these moves, including planning, monitoring, and finalizing, as well as coordinating with the finance installation office to ensure proper compensation for out-of-pocket costs.

Optimized Facility Layout: Aretum’s Transportation Manager reorganized the facility layout to improve service efficiency. A dedicated greeting area on the lower level manages appointments and service needs, while private meeting spaces were established on the upper level for customer consultations. New automation tools and signage further streamlined operations, enhancing both service and privacy without additional government costs.

Implemented Tracking and Quality Control System: To support the transition to JPPSO and ensure consistent service, Aretum developed the Personal Property Movement (PPM) Dashboard. This tool centralizes all customer interactions, from appointment scheduling to movement completion, consolidating PPM, PCS, and ETS movement details. The system tracks appointments, walk-ins, and over 300 weekly calls, providing real-time updates for customers. An on-site quality control process was also introduced to review all documentation, preventing overpayments by ensuring thorough checks before finance submission.

Outcome

Enhanced Customer Service: The optimized facility layout has improved customer flow and provided greater privacy, accommodating approximately 100 weekly customers with efficient streamlined service.

Centralized Tracking and Improved Transparency: The PPM Dashboard allows customers to access comprehensive movement information in one place, reducing confusion and enhancing communication across each step of their move.

Increased Efficiency and Customer Satisfaction: Quality control processes implemented through the dashboard have reduced errors and improved accuracy in finance submissions, reflected by a 50% increase in positive ICE (Interactive Customer Evaluation) comments from customers.