RELOCATION PROGRAM UPDATE

CAF RP (RELOCATION PROGRAM) SERVICE DELIVERY – IMPROVEMENTS APS

UNCLASSIFIED

1. 1. BASED ON CAF MEMBERS’ AND THEIR FAMILIES’ FEEDBACK ABOUT THE BGRS RELOCATION SERVICES, THE CMP TEAM HAS IMPLEMENTED SERVICE DELIVERY AMENDMENTS TO IMPROVE THE RELOCATION EXPERIENCE
   2. THE MAJOR CONTRACT AMENDMENTS FOR APS 2019 ARE AS FOLLOW:
      1. INDIVIDUAL PLANNING SESSIONS WILL BE SCHEDULED WITH THE MEMBER. THE FIRST SESSION WILL TAKE PLACE WITHIN 5 BUSINESS DAYS OF REGISTRATION. THE BGRS AGENT WILL OUTLINE THE FUNDAMENTALS ON PROCESSES, WEBSITE NAVIGATION AND ADDRESS THE MEMBER S QUESTIONS AND CONCERNS. FOLLOW-ON SESSIONS ARE AVAILABLE AND CAN COVER HOUSE HUNTING TRIPS (HHT), TRANSPORT TO NEW LOCATION, CLAIM FINALIZATION OR OTHER SPECIFIC TOPICS AS REQUIRED/REQUESTED. TIMING IS SCHEDULED BY THE MEMBER. GENERAL INQUIRES MAY BE MADE DURING WORKDAYS FROM 0800-2000HRS EASTERN
      2. THIRD-PARTY SERVICE PROVIDER (TPSP) PAYMENTS. BGRS WILL NOW BE RESPONSIBLE TO PAY PARTICIPATING TPSP LIKE HOME INSPECTION, LEGAL FEES, APPRAISAL, REAL ESTATE COMMISSION AND RENTAL SEARCH ASSISTANCE FEE. THIS WILL REDUCE MEMBERS’ WORKLOAD AS NO ADVANCES OR CLAIMS ARE REQUIRED. MEMBERS MAY ALSO CHOOSE TO USE NON-PARTICIPATING TPSP (NOT LISTED IN THE DIRECTORY). IN THOSE CASES, THE MEMBER WILL HAVE TO REQUEST AN ADVANCE IF NECESSARY, PAY THE TPSP, AND CLAIM THE REIMBURSEMENT. THE MEMBER WILL ALSO BE RESPONSIBLE FOR ANY NON-APPROVED FEES
      3. THE PAYMENT CARD HAS BEEN ELIMINATED. ALL FUNDS DUE TO THE MEMBER WILL BE RECEIVED THROUGH ELECTRONIC FUND TRANSFER
      4. THE SERVICES ARE NOW AVAILABLE THROUGH THE BGRS WEBSITE AND THE MOBILE APP
   3. TO HELP FACILITATE A SMOOTH RELOCATION FOR MEMBERS AND THEIR FAMILIES, MEMBERS WILL BE GIVEN TIME DURING THEIR WORK DAY TO ORGANIZE THEIR MOVES. SPECIFICALLY, FOLLOWING REGISTRATION WITH BGRS, THE CHAIN OF COMMAND IS TO PROVIDE EACH POSTED MEMBER A HALF DAY TO CONDUCT THEIR FIRST CALL WITH THEIR BGRS AGENT AND TO FAMILIARIZE THEMSELVES WITH THE ONLINE SERVICE. IF THERE IS STILL AN ISSUE UNDERSTANDING THE PROCESS, MEMBERS CAN CALL THEIR AGENT FOR CLARIFICATION. IN ADDITION, MEMBERS WILL BE GIVEN RELOCATION ADMINISTRATIVE TIME AS REQUIRED. THIS WILL BE CONDUCTED IN 1-2 HOUR BLOCKS, IN COORDINATION WITH THE MEMBER’S CHAIN OF COMMAND. FOR NEW MEMBERS WHO HAVE JUST COME OFF THE BTL THE CHAIN OF COMMAND IS TO ENSURE THEY HAVE ACCESS TO COMPUTERS
   4. MEMBERS WILL HAVE FURTHER DETAILS ON THE PROCESS IN THEIR POSTING MESSAGES, INCLUDING HOW TO ACCESS THE BGRS WEBSITE AND WHO TO CONTACT IN CASE OF ISSUES WITH THE SITE. MEMBERS CAN EXPECT THEIR CLAIMS TO BE SETTLED WITHIN 15 BUSINESS DAYS OF BGRS RECEIVING THE REQUIRED INFORMATION
   5. TO ENSURE THE PROCESS AND THE CHANGES ARE VERY CLEAR TO MEMBERS, WING AND BASE REPRESENTATIVES WILL MEET FOR A THOROUGH EXPLANATION ON 27 MARCH, IN OTTAWA
   6. IN CASE OF DIFFICULTIES, MEMBERS WILL BE ABLE TO CONSULT BGRS, THE CFIRP COORDINATOR OR DIRECTOR RELOCATION BUSINESS MANAGEMENT. THIS INFORMATION AND SPECIFIC DIRECTION FOR USING THE BGRS SERVICE HAVE BEEN INCLUDED IN EACH MEMBER S POSTING MESSAGE
   7. MEMBER S SATISFACTION WILL CONTINUE TO BE MEASURED VIA AN ANNUAL SURVEY RELEASED AFTER THE APS AND CAF WILL CONTINUE TO MONITOR FEEDBACK FOR FUTURE RELOCATION EXPERIENCE IMPROVEMENTS
   8. COMMENTS AND CONCERNS CAN BE ADDRESSED TO DRBM POSITIONAL MAILBOX AT: DRBM2(UNDERSCORE)CFIRP-DGAR2(UNDERSCORE)DPRFC AT FORCES.GC.CA

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