The recent government shutdown led to significant delays in military household goods shipments, impacting approximately 2,100 moves funded for late September. This figure accounts for about 20% of the total 11,000 permanent change of station shipments during that period, according to officials from the Permanent Change of Station Joint Task Force. Each service member typically has multiple shipments associated with their move, meaning the actual number of affected service personnel is higher.
In response to these challenges, the task force, established in May by Defense Secretary Pete Hegseth, has implemented measures to streamline the moving process for service members. Army Maj. Gen. Lance G. Curtis, the task force commander, noted that the operations center and call center set up this summer were instrumental in addressing the issues caused by the shutdown. He remarked, “We were proactive in reaching out to service members that we thought were going to be affected by the shutdown,” adding, “I think that helped us.”
The delays largely stemmed from the furlough of civilian workers in shipping offices at the start of October, as stated by Marine Corps Lt. Col. John Naughton, the task force’s liaison officer in the Office of the Undersecretary of Defense for Acquisition and Sustainment. The task force collaborated with various service branches to reinstate these civilian workers, alleviating some of the initial problems encountered during the shutdown.
To improve communication and resolve issues efficiently, the task force’s call center has been a vital resource. Curtis emphasized the importance of providing accurate information to service members, stating, “That’s one of the powers of the call center. We are able to connect people who may be feeling like they’re not getting accurate information, with the authoritative source for that information.” He encouraged service members facing difficulties during their moves to reach out to the call center at 833-645-6683 or via email at [email protected].
As the peak moving season concluded in September, the call center adjusted its hours to operate from 08:00 to 17:00 CDT. It is set to resume 24/7 operations on May 7, 2026, in anticipation of the upcoming peak season. Hegseth’s directive to establish the task force was in response to growing issues linked to the Global Household Goods Contract, which was ultimately canceled in June due to performance problems with HomeSafe Alliance, the contractor involved.
In the six months since its inception, the task force has engaged with military families and industry professionals to enhance the moving process. They have revised the booking timeline for shipments to allow service members to arrange their moves earlier, now by around April 1 instead of mid-May. This adjustment aims to reduce anxiety among troops who may have received their orders long before booking their shipments. Dan Bradley, vice president of government and military relations for the International Association of Movers, remarked, “There’s nothing but goodness for service members in moving that time frame earlier into the spring.”
The task force is committed to maintaining the operations and call centers, which have received positive feedback from service members and their families. Curtis highlighted that forums held with military families have led to improvements in the claims process, responding to long-standing complaints about the difficulty in resolving issues related to damaged or lost household goods.
Since the call center launched in August, it has recorded 4,700 contacts, with a significant portion involving proactive outreach to service members and their spouses. Curtis noted that these unexpected communications often yield positive reactions, stating, “A lot of times they’re surprised in a good way, and we’re removing obstacles for the service members.” The task force’s ability to analyze shipment data has enabled them to anticipate potential challenges effectively.
Industry stakeholders have welcomed the decision to continue operations under the current system for at least three years, allowing for a more stable environment for moving companies. Curtis has emphasized the importance of collaboration with the industry to build the necessary capacity for transporting household goods.
Overall, the task force’s efforts have been crucial in navigating the complexities of military relocations during the recent shutdown, and its long-term initiatives aim to enhance the moving experience for service members and their families. With continued authority granted by Hegseth, the task force will focus on refining the process until at least August 2024, ensuring that military personnel receive the support they need during relocations.
