The recent government shutdown caused significant delays for military household goods shipments, affecting approximately 2,100 shipments during this period. According to officials from the Permanent Change of Station Joint Task Force, these delays accounted for around 20% of the total 11,000 permanent change of station shipments anticipated at that time. Importantly, the number of shipments does not directly correlate to the number of service members impacted, as each service member typically has multiple shipments associated with their relocation.
In response to these challenges, the task force was established in May by Defense Secretary Pete Hegseth to improve the process of relocating service members’ household goods. Army Maj. Gen. Lance G. Curtis, the task force commander, reported that the operations center and call center, launched this summer, actively addressed issues arising from the shutdown. “We were proactive in reaching out to service members that we thought were going to be affected by the shutdown,” Curtis stated. While the task force aimed for zero delays, Curtis acknowledged that their efforts to intervene early were beneficial.
The primary cause of the delays was linked to the furlough of civilian workers in shipping offices at the beginning of October, as explained 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’s collaboration with service branches enabled the return of these civilian workers, which played a significant role in alleviating some of the early issues encountered during the shutdown.
Curtis emphasized the importance of the task force’s call and operations centers in helping service members get their moves back on track. He noted that the team worked diligently with defense officials while adhering to the specific rules set by each service branch. “I personally wrote several notes to get involved when we became aware,” Curtis mentioned. He further highlighted the effectiveness of the call center in connecting service members with accurate information, stating, “Some were communications problems, and some were problems where we had to get involved with the services to solve it.”
Those experiencing issues with their moves, including claims and other concerns, are encouraged to reach out to the call center at 833-645-6683 or via email at [email protected]. Curtis aims to serve as a single point of contact for frustrated service members, addressing their concerns directly.
As the peak moving season concluded in September, the call center’s operating hours were adjusted to 8 a.m. to 5 p.m. CDT. Anticipating a busy moving season, the call center will resume 24/7 operations on May 7, 2026. The establishment of the task force was a direct response to growing issues with the Global Household Goods Contract, leading to the Department of Defense (DOD) canceling the $18 billion contract with HomeSafe Alliance due to performance concerns. The task force has since worked to resolve claims related to moves under this contract.
Over the past six months, the task force has engaged with military families and the moving industry to identify and address persistent concerns. For instance, Curtis has expedited the booking timeline for service members to schedule their shipments, moving it up to around April 1 instead of mid-May. This adjustment has been welcomed by industry representatives, including Dan Bradley, vice president of government and military relations for the International Association of Movers. Bradley noted, “There’s nothing but goodness for service members in moving that time frame earlier into the spring.”
The task force also plans to continue its operations center and call center, which have been well-received by service members and their families. Curtis reported that forums held with families have prompted improvements in the claims process, addressing long-standing frustrations regarding the difficulty of resolving issues related to damaged or lost household goods.
Since its inception, the call center has recorded 4,700 contacts, with the majority involving proactive outreach to service members and their spouses regarding potential issues. Curtis noted that many recipients of these calls expressed surprise and appreciation for the initiative. “We’re removing obstacles for the service members,” he stated, highlighting the task force’s unique ability to resolve problems effectively due to their established relationships with shipping offices.
The task force’s authority to continue its operations until at least August 2024 has fostered a collaborative environment with industry partners. Curtis has emphasized the need for the moving industry to build capacity in terms of trucks, packers, and loaders required for household goods transport. Bradley noted that a modernized version of the current program would bring stability to moving companies, which have faced unpredictability in recent years.
The ongoing efforts of the task force reflect a commitment to enhancing the experience of military families during relocations, ensuring that the process is as seamless as possible amid the complexities of government operations.
