**GAO-07-671**                      Published: May 31, 2007. Publicly Released: May 31, 2007.                  

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## Highlights

The Department of Defense (DOD) has been working to improve its personal property program since the mid-1990s to fix long-standing problems, such as excessive loss or damage to servicemembers' property and poor quality of service from moving companies. DOD plans to replace its current program with Families First, a program that promises to offer servicemembers an improved claims process and quality of service. GAO was mandated to (1) assess the steps DOD has taken to achieve the goals and benefits of the Families First program; (2) evaluate the growth in costs of the program, including the costs for a new information management system, since GAO's last assessment in 2003; and (3) assess the extent to which DOD faces management challenges--such as staffing--in implementing Families First. To address these objectives, GAO analyzed DOD's program, funding and staffing data, and interviewed personal property officials and stakeholders.

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## Topics

Government Operations

Cost analysisDefense cost controlFamiliesHousehold goodsLegacy systemsMilitary personnelPersonal propertyProgram evaluationProgram managementSoftwareStrategic planningTransportation costs