Industry as the Fourth Component

by Maj. PETE NGUYEN, PCS Joint Task Force Spokesman

SCOTT AIR FORCE BASE, Ill. – The orders came in just as summer Permanent Change of Station (PCS) season hit its peak. A young Air Force family packed their home, said goodbye to friends, and handed over their belongings to the movers. Weeks later, their shipment was still missing. The delivery date had come and gone, and they were sleeping on borrowed air mattresses in an empty house. Every phone call for answers ended in frustration. The moving company blamed the system. The system pointed back at the company.

For thousands of military families, stories like this are not rare. At the center of many of these breakdowns was the Department of Defense’s relationship with HomeSafe Alliance LLC, whose failures in performance led to widespread delays, damaged goods and a collapse in trust between service members and the household goods program. These issues didn’t just frustrate families, they put industry into a corner, forcing even well-intentioned movers to operate in a broken system. The PCS Joint Task Force is working to turn that corner into a starting line, bringing together shippers and logistics providers at Industry Day on Aug. 12, 2025, to shape improvements to the Household Goods (HHG) Relocation Program.

This event wasn’t about reading policies or dictating terms. It was about listening and recognizing that industry is more than a contractor. It’s what Maj. Gen. Lance Curtis, the PCS Joint Task Force commander, calls the “fourth component” of the HHG mission, standing alongside the military, the government program managers, and the service members themselves.

The day’s discussions underscored that industry engaged, empowered, and supported, real reform is not only possible, it’s within reach. This event wasn’t about reading policies or dictating terms. It was about listening. PCS Joint Task Force leaders invited industry to speak openly about challenges and propose real solutions to transform the HHG Relocation Program into something service members can rely on.

Maj. Gen. Curtis meant it when he told attendees, “I understand that for some, household goods might not sound like the most glamorous part of the Department of Defense… But I assure you, it is absolutely critical to the morale and readiness of our force.”

Industry professionals came prepared with solutions. They addressed four key problem statements: innovative commercial practices; workforce incentivization; issues with program structure, pricing and claims; and broader industry ideas. We documented every recommendation to help shape our report to the Secretary of Defense, due Sept. 5.

We’re opening the door for movers to succeed and for families to finally see the results they deserve.

By deliberately involving industry as a trusted partner, again, that fourth component, the task force is signaling that reforms will not be written in isolation, but built on the operational realities movers face every day.

We’re committed to a fair, consistent, and reasonable approach to reform, balancing clear standards with consequences for performance. The task force encouraged industry to share best practices in sustainable pricing, technology integration, workforce retention and surge-season management.

“We are looking for partners who understand the unique challenges faced by military families, who are committed to providing exceptional service, and who are willing to embrace new technologies and best practices,” Curtis said. “We need your expertise in logistics, supply chain management, customer service, and technology to revolutionize the way we handle household goods moves.”

Industry participants have until Aug. 18 to submit up to five pages of recommendations to transcom.scott.tcaq.mbx.pp-ghc-contract-admin@mail.mil.

"This is an opportunity to make a real difference in the lives of our service members and their families,” Curtis said. “By working together, we can transform the Household Goods Program into a model of efficiency, reliability, and customer satisfaction."

In the end, the takeaway was clear. When the DOD, program managers, service members, and fourth component stand shoulder to shoulder, service members don’t just get their memories and belongings back on time. They get peace of mind.

The Joint Task Force has already acted by launching a 24/7 PCS call center, giving service members real-time case tracking at 1-833-MIL-MOVE or PCScallcenter@mail.mil.

Reprinted by permission: PCS Joint Task Force Public Affairs