DOD has long been concerned about the quality service members receive from its nearly $3 billion annual program to transport, store, and manage the household goods and unaccompanied baggage of its personnel. Past problems include poor service from its movers, excessive incidence of loss or damage to service members' property, and high claims costs to the government. All of these problems contribute to a poor quality of service for persons using the system. DOD first proposed reengineering its personal property program 5 years ago.