Global Household Goods FAQ's

  • Published
  • By Britianie Teston
KIRTLAND AIR FORCE BASE, N.M. --  

Note: If you are experiencing any difficulties with your move, please contact the Kirtland TMO office for assistance.

Team Kirtland TMO office contact:

  • Hours of operation: 0800-1500, M/F
  • (Closed Federal Holidays, AFGSC Family Days & every 3rd Thursday for training)
  • Contact info
    • Personal Property
    • Passenger Travel
      • Phone: 505-846-1763
      • Email: 377LRS.LGRD.PassengerTravel@us.af.mil

        KAFB will not use GHC for outbound shipments during 2025 Peak Season – GHC movements will resume Oct 1 unless otherwise stated

        Moves beyond 15 May may not be booked by JPPSO until new rates are established

 

Global Household Goods Contract (GHC) FAQ's

General Overview

  1. KAFB will not use GHC for outbound shipments during 2025 Peak Season – GHC movements will resume Oct 1 unless otherwise stated.
  2. Moves beyond 15 May may not be booked by JPPSO until new rates are established

1. Can you provide an overview of the Global Household Goods Contract (GHC) and how it changes the current moving process?
The Global Household Goods Contract (GHC) is a Department of Defense (DoD) initiative designed to streamline and standardize the Permanent Change of Station (PCS) moving process for service members and their families. Previously, the PCS process relied on multiple moving companies and varying procedures, which often led to inconsistencies in service quality. Under GHC, HomeSafe Alliance serves as the single primary move manager, creating a more predictable, efficient, and service-oriented moving experience. This centralized approach ensures greater accountability, improved customer service, and enhanced tracking capabilities for household goods shipments across all military branches and installations.

2. What are the biggest improvements service members will experience under GHC?
One of the most significant improvements under GHC is the standardization of the moving process across all military installations and branches. Regardless of location, service members will experience the same process, reducing confusion and discrepancies. Additionally, service members will have access to a dedicated move counselor who will assist them from start to finish, ensuring better communication and support. Enhanced tracking systems, digital inventory management, and a more structured scheduling system will also contribute to a smoother relocation experience.

3. What challenges do you anticipate during the transition to GHC?
As with any major system overhaul, integrating GHC into the current moving process will come with challenges. Some anticipated hurdles include adapting to new technology, training personnel on new procedures, and ensuring smooth coordination between HomeSafe Alliance, local Traffic Management Offices (TMOs), and moving companies. There may also be an adjustment period for service members as they familiarize themselves with the updated process and available resources.

Move Coordination & Process

4. How will the role of TMO change with HomeSafe Alliance as the primary move manager?
Under GHC, HomeSafe Alliance will provide its own customer support services, including a dedicated move counselor who will assist service members throughout the entire moving process. This means that while TMOs will continue to provide face-to-face support at local installations, their role will shift toward oversight, troubleshooting, and ensuring that HomeSafe Alliance meets contractual obligations. TMOs will still be available to assist service members who encounter issues that HomeSafe is unable to resolve.

5. What steps should service members take to initiate a move under GHC?
Service members should initiate their move through the self-service portal at Move.mil. This website will guide them through the process of submitting their PCS orders, scheduling their move, and selecting a move date. Once the information is entered, HomeSafe Alliance will take over the coordination and assignment of a moving company.

6. How far in advance should members start planning their move under this new system?
It is highly recommended that service members begin planning their move as soon as they receive PCS orders. Early planning allows for better scheduling flexibility and reduces the risk of delays. The earlier a move is scheduled, the greater the likelihood of securing the preferred move date.

7. Will there be any changes to the way shipments are scheduled and prioritized?
Yes. Under GHC, once PCS orders are uploaded, service members will be able to select a preferred move date using a scheduling calendar. This structured approach aims to improve reliability and reduce last-minute scheduling issues.

Customer Experience & Support

8. How does the new system ensure better communication between movers and service members?
To enhance communication, HomeSafe Alliance will assign a single move counselor to each service member from the beginning to the completion of the move. This counselor serves as the primary point of contact, providing consistent and reliable updates, answering questions, and addressing concerns throughout the entire process.

9. What kind of 24/7 support will be available to members during their move?
HomeSafe Alliance will provide round-the-clock customer support through multiple communication channels, including phone calls, text messaging, email, and live chat. This ensures that service members can get assistance whenever needed, regardless of time zone or location. Your local TMO office is also here to help. Don’t hesitate to reach out.

10. What should service members do if they experience delays or issues with their move?
If a service member encounters any delays or issues, they should first contact their assigned HomeSafe counselor for resolution. If the problem persists or the service member is unable to reach their counselor, they should escalate the issue by reaching out to their local TMO for additional support and intervention.

Technology & Tracking

11. Can you explain how the new mobile app and digital tracking system work?
The GHC mobile app, "HomeSafe Connect," allows service members to manage every aspect of their move. Through the app, they can complete pre-move surveys, track their shipments in real time, communicate with their move counselor, and even file claims if necessary. The app is designed to provide a seamless, user-friendly experience that enhances visibility and control over the moving process.

12. What information will service members be able to access through the mobile app?
Service members will have access to real-time shipment tracking, scheduling details, digital inventories, and key contact information for their move counselor and moving company. Additionally, they can receive updates on the status of their household goods and view estimated delivery timelines.

13. How will electronic inventories improve the moving process?
Electronic inventories provide a detailed, digital record of all items being moved. This improves accuracy, enhances transparency, and makes it easier for service members to file claims in case of loss or damage. Having a digital record reduces paperwork and helps both movers and service members stay organized throughout the relocation process.

Claims & Issue Resolution

14. How will the new claims process work for lost or damaged items?
Service members can file claims through the "HomeSafe Connect" platform. A notice of loss or damage must be submitted within 180 days of delivery. A full claim must be filed within nine months to receive the full replacement value of the item. Claims can still be submitted up to two years after delivery, but compensation may be based on a depreciated value rather than full replacement cost.

15. What steps should service members take if they need to file an inconvenience claim?

  • Step 1: Document the issue on the day it occurs (e.g., late delivery, damaged items).
  • Step 2: Submit an inconvenience claim through the HomeSafe platform.
  • Step 3: Conduct an inspection if required. If additional assistance is needed, the local TMO and Military Claims Office (MCO) are available for guidance.

16. How will TMO ensure that HomeSafe Alliance and its moving partners maintain high service standards?
Each TMO has a Quality Assurance (QA) representative who inspects moving companies to ensure that pack-outs and deliveries comply with contract standards. Additionally, customer satisfaction surveys and performance evaluations will help maintain accountability and service quality.

Local Considerations for Kirtland AFB

17. Are there any unique factors at Kirtland AFB that may affect the transition to GHC?
At this time, there are no specific factors unique to Kirtland AFB that would significantly impact the transition to GHC.

18. What advice do you have for Kirtland AFB members preparing for a move under this new system?
The earlier you start the process, the better. Submitting your move request as soon as you receive orders allows for greater scheduling flexibility and reduces the chances of delays.

19. How can service members provide feedback on their moving experience to help improve the process?
After completing their move, service members will receive an email with a link to complete a Customer Satisfaction Survey (CSS). This feedback helps improve the process and hold moving providers accountable.

Final Thoughts

20. Is there anything else service members should know about GHC that hasn’t been covered?
If HomeSafe Alliance is unresponsive or if service members encounter issues that they cannot resolve, they should not hesitate to contact their local TMO for assistance.

Team Kirtland TMO office contact: