MTMC TAKES SHIPPER CRITIQUE TO WEB
The U.S. Military Traffic Management Command has developed a Web-based capability for Defense Department shippers to file their comments about the agency’s transportation logistics services.
“We are building the process to hear from our customer,” said Lee Strong, coordinator of MTMC’s Distribution Analysis Center. “We will take action on what customers tell us.”
There had been no specific way for MTMC shipper to comment — by phone, e-mail or letter. Each comment received was handled on a case-by-case basis.
“There was no one looking at an issue from the customer’s point of view,” Strong said. “We want to view MTMC from the outside better.”
The customer response form is now a separate Web window on MTMC’s Web site: http://www.mtmc.army.mil. The prompt for the comment window is accessed by clicking on either specific program tabs on the home page: Freight/Cargo, Passenger or Personal Property. Then go to “What’s New” and click on “Overall MTMC Customer Satisfaction Survey.”
This will lead to a window with general MTMC comments and four subwindows: freight domestic distribution, freight global distribution, passenger program, and personal property moves.
Initially, the Web-delivered comments will come to the Distribution Analysis Center. At a future date, a “customer relationship management” will be developed at the MTMC Operations Center at Fort Eustis, Va.
Strong said comments would be rushed to appropriate MTMC offices.
Defense Department shippers have shown favorable response to the online comment-filing program.
“As long as it is not a ‘black hole’ it sounds like a good idea,” said Lisa Divine, transportation officer for the Naval Surface Warfare Center and Crane Army Ammunition Activity in Crane, Ind.
Divine added there should be some form of e-mail notification acknowledging receipt of comments. “If you do not hear back it is not beneficial. You should get some feedback at the end of it,” she said.
