| Basic Services Offered |
|
For over ten years, Metrica has been responsible
for move management and coordination of freight forwarding of Household
Goods (HHGs) and personal effects for government employees relocating
to countries in Eastern Europe, the Former Soviet Union and other
locations worldwide. Metrica employs only those transportation/shipping
companies that are GSA Centralized HHG Traffic Management Program
(CHAMPS) contract holders and that are highly experienced in providing
door-to-door (portal-to-portal) shipping and delivery services to
project countries. These companies are experts in traditional ocean
and air transport operations and have longstanding relationships
with Metrica.
|
| |
| When asked to select a carrier for the ordering
agency, Metrica uses cost comparison. Utilizing the Interagency Traffic
Management System (ITMS) – GSA's Web/CD-ROM-based HHG rate and
routing system – Metrica solicits a minimum of three price quotations
from participants listed on the GSA CHAMPS program's published list
of participating carriers approved for international movements. Each
of these approved carriers has filed published rates for the traffic
lanes for which it provides service. |
| |
|
Services arranged by Metrica Inc. include, but are not limited
to:
|
- Discussion of shipping process with employee (shipper)
- Identification and procurement of and origin
agent/carrier
- Provision of pre-pack survey of HHGs to be
shipped
- Provision of pre-pack weight estimates
- Scheduling and management of pack-out, including
professional wrapping, packing, weighing and crating
- Issuance of necessary bills of lading
- Forwarding of HHGs to port of exit and monitored
shipment to port of entry
- Timely updates of shipment status
- Coordination of customs clearance for HHGs
- Pickup from port of entry, arrangement of
delivery and unpacking of HHGs; 24-hour advance delivery notification
provided to employee
- Supervision of carrier evaluation process
- Expedited coordination of any insurance claims
- Prepayment audits
|
| |
| Shipment Booking |
Metrica ships HHGs and personal effects as directed
by the ordering agency. Shipping procedures generally adhere to the
following outline:
|
- Metrica receives an order for the relocation
of a government employee's HHGs and personal effects
- Metrica issues order to subcontractor for
CHAMPS move
- Where published rates are not available,
the approved CHAMPS carrier may provide a "One Time Only" (OTO)
rate in accordance with CHAMPS program policy
- Metrica evaluates rate quotations and determines
the best value for award
- Metrica notifies the ordering agency of the
carrier that has been selected to perform the move
- The approved CHAMPS carrier contacts the
employee to arrange for a pre-pack survey and packing dates
- Metrica monitors all aspects of the moving
process via a pre-approved format for status reporting
|
| To prepare shipping documents, Metrica uses an automated
system that was installed and is maintained by the Express Mail Service.
This system greatly expands the quantity of mail that can be processed
in a given amount of time and increases the accuracy of form preparation.
Metrica can also determine the status of any shipment in just minutes
by utilizing an electronic connection to the carrier's computer tracking
system. |
| |
| Storage in Transit |
| When authorized in writing by the ordering agency,
Metrica can organize temporary storage – following CHAMPS rules
and procedures – as required, for employee HHGs. Only storage
facilities operated by carriers or independent contractors with whom
Metrica has worked in the past will be used when storage is necessary.
Once made aware that temporary storage is required, Metrica makes
every effort to ensure that the company storing the goods will allow
for easy retrieval by the employee. For storage exceeding 180 days,
Metrica determines the condition of the employee's property in the
event a claim needs to be filed, and to protect the employee's rights
to the property. |
| |
| Carrier Evaluation |
| Metrica requires carriers to use the GSA Form 3080,
Household Goods Evaluation Report, to ensure that the employee and
the ordering agency are satisfied with the services rendered. Metrica
also maintains a quality assurance plan to ensure efficient evaluation
of subcontractors based on cost and service performance. Results are
used to determine future bookings with favorable carriers. |
| |
| Service Performance Audit, Prepayment Audit, and Standards
|
|
Metrica maintains steady communication with its service providers,
requiring any additions or exceptions to an order to be reported
to the Program Manager immediately upon identification. Therefore,
significant changes to orders must be evaluated and approved prior
to being acted upon.
|
| |
| Compliance with the Prompt Payment Act is required
for other Federal Government contracts Metrica holds, and this requirement
supports the standard that Metrica already has in place for billing
and payment performance. The Company establishes target dates for
the timely completion and submission of all billing. Maintaining quality
support from service providers demands continuous monitoring of performance
and careful reviews of invoicing documents. In the rare instance that
a problem arises, Metrica provides rapid response assessment and correction
through its Program Manager. |
| |
| Customer Service |
| Customer service is the foundation of each successful
move. Metrica employs measures to ensure a timely and appropriate
response to issues that invariably arise during a move. Metrica closely
monitors each step and will act if intervention becomes necessary.
|
| |
| Additional Services |
| Employee Pre-Move Counseling |
| Metrica offers pre-move counseling with employees to
discuss practices affecting their moves. Counseling includes information
on the services available to the employee and well as charges the
employee might be responsible for paying. Weight limitations are clearly
stated and provided to each employee in writing. Metrica works closely
with the ordering agency to provide a customized relocation package
designed to meet the requirements of every employee's situation. |
| |
| Preparation of Shipment/Invoicing Documentation |
| Metrica is experienced in handling shipment documents.
Document copies are kept on file at Metrica and are available to the
ordering office and employee as required. One consolidated bill is
provided to the ordering agency as specified. |
| |
| On-Site Quality Control Service |
| At the request of the ordering agency, Metrica will
provide an on-site inspection at the origin/destination residence
at time of pickup/delivery. Metrica staff will assist the employee
with review of the inventory documents and completion of the receiving
documents. |
| |
| Quality Assurance Plan |
| Metrica has considerable experience in managing contracts
through the use of Quality Assurance plans for performance monitoring.
When requested by the ordering agency, Metrica will provide a Quality
Assurance plan customized to meet the requirements of each particular
order. |
| |
| Claims Preparation, Filing, and Settlement Assistance
|
| Metrica has significant experience with the preparation
of claims, filing of claims, and settlement offers. Claims are processed
in a timely fashion by a competent and experienced staff. |
