Where this begins: a quick snapshot of your current program

• Tell me about the last three relocations your team managed, including destination type (domestic or international) and the primary challenge your team faced for each.
• How many employee relocations does your team manage each year? Options: Under 50, 50-99, 100-249, 250-499, 500+
• Which employee types trigger relocation most often for your organization? Options: New hires, Promotions/internal moves, Mergers or acquisitions, Project-based moves, Other
• In a typical case, which services does your organization handle internally versus outsource: home sale, immigration, household goods, temporary housing, destination services? Options: Home sale - internally, Home sale - outsourced, Immigration - internally, Immigration - outsourced, Household goods - internally, Household goods - outsourced, Temporary housing - internally, Temporary housing - outsourced, Destination services - internally, Destination services - outsourced, Mix / varies by case
• Describe your current relocation policy model for your organization — capped packages, grade-based tiers, exceptions process, or ad-hoc arrangements? Options: Capped packages, Grade-based tiers, Case-by-case exceptions, Ad-hoc arrangements, Other
• Rate how predictable your relocation spend is for your organization over a 12-month cycle. Options: Very predictable, rarely over budget, Somewhat predictable with occasional overruns, Occasional significant overruns, Frequently unpredictable year to year
• If you could change one constraint in your current setup immediately, which change would produce the biggest improvement in your relocation outcomes?

Which outcomes will make leaders celebrate?

• If you had to pick one metric that would prove this program is worth the investment to your leadership, which would it be? Options: First-year retention rate, Total relocation cost per move, Time-to-start date, Number of compliance/tax/immigration incidents, Employee relocation satisfaction (NPS)
• Which of these outcomes is next most important to your organization? Options: Lower attrition within 12 months, Predictable budgets and fewer exceptions, Faster onboarding / start dates, Fewer immigration/tax compliance issues, Improved family settlement outcomes
• Who owns each of these success metrics in your organization today (HR, mobility, finance, hiring manager)? Options: HR/People team, Global mobility team, Finance/CFO office, Hiring manager/local leadership, Shared ownership
• When you say faster start dates, what is your target window from offer acceptance to employee start for your organization? Options: Under 4 weeks, 4-8 weeks, 8-12 weeks, 12+ weeks
• Where in your past moves has your organization already seen meaningful savings or retention wins? Share a brief example.
• Identify the minimum improvement in your top metric that would justify switching vendors for your program within the next quarter, for example 5% retention lift or 10% cost reduction. Options: 5%, 10%, 15%, 20%+, Unsure / need to model

Where moves most often fall apart

• Pinpoint the recurring failure during your relocations that costs your organization the most in money or time.
• List the top three operational failures your team has seen in the last 12 months (for example: home-sale delays, customs hold-ups, visa denials, housing search delays, vendor no-shows). Options: Home-sale delays, Customs or cross-border hold-ups, Visa or immigration denials/delays, Destination housing search delays, Vendor no-shows / poor performance, Other
• Explain how often vendor performance issues force your team to approve exceptions to your relocation policy. Options: Monthly, Quarterly, A few times a year, Rarely
• Describe a recent case where a move delayed an employee's start date at your company, what happened, and the downstream cost or consequence for your team.
• Give an example of a home-sale outcome that exceeded your policy tolerance and the financial consequence for your organization.
• Do you currently track root causes for move failures in a central system used by your team, or is tracking ad-hoc? Options: Yes, centralized tracking and reports, Yes, but ad-hoc post-mortems, No formal tracking, Other

Who needs to be at the table and who feels the pain

• Who in your organization can stop a relocation from proceeding if they object? Options: Finance, Legal/Compliance, Mobility team, HR executive, Local site leadership, No single blocker
• Name the internal approvers in your organization and their typical approval lead time for a relocation package (HR, finance, legal, local leadership). Options: HR/People - quick (days), Finance - moderate (1-2 weeks), Legal - moderate (1-3 weeks), Local leadership - variable, Procurement - may be required
• Share any procurement or vendor approval policies your organization requires that would affect contracting with a new relocation provider. Options: Formal procurement required, Preferred vendor list exists, Framework agreements required, No formal procurement policy, Other
• Across your stakeholders, who measures success most tightly for relocation programs in your organization and how do they express it? Options: Finance - cost per move, HR - retention and satisfaction, Mobility - compliance and execution, Hiring manager - time-to-start, Other
• Confirm whether any stakeholders in your organization have veto rights over vendor choice, and if so, who. Options: Yes - Finance, Yes - Legal, Yes - Mobility, No formal veto, Unsure
• How many named owners from your organization will be required to run a pilot and approve handoffs? Options: 1, 2-3, 4-6, 7+

Other paths you're weighing (competitive landscape)

• Should you choose to keep the incumbent or build internally, what single condition would have to be true for your organization to justify that path?
• Clarify what would need to be true about your current approach for your team to keep it rather than switch to an external partner.
• Identify who inside your organization has proposed solving relocation without an outside partner and the rationale they gave. Options: Mobility team, HR operations, Finance, Procurement, No internal proposal
• Compare the metrics your organization is using to evaluate options, such as cost per move, NPS, compliance incidents, or time-to-start. Options: Cost per move, Employee NPS, Compliance incidents, Time-to-start, Coverage by destination market, Other
• Specify the incumbent's strongest claim to keep your organization's business today (price, coverage, relationships, existing integrations, speed). Options: Lower price, Broader coverage, Established local relationships, Existing integrations with our systems, Faster execution, Other
• Should the incumbent or an internal plan match your top target metric but require a 6-month runway, would your organization accept it or prefer a faster switch? Options: Accept 6-month runway, Prefer faster change, Depends on pilot outcomes, Unsure

Gates and must-haves before we schedule moves (operational readiness)

• Pinpoint any technical, regulatory, or data gate in your organization that would stop scheduling moves today.
• Name the HRIS, payroll, ATS, or immigration systems your organization must integrate for efficient relocation operations. Options: HRIS (employee records), Payroll system, ATS/recruiting, Immigration case management, No integrations required, Other
• Outline the handoff process your team currently uses between hiring manager, mobility, and finance, including typical delays and single points of failure.
• Do you have dedicated mobility headcount and a named operations lead in your organization able to coordinate with the seller? Options: Yes, dedicated mobility team, Partial coverage across HR and ops, Single point person, No dedicated owner
• Confirm whether APIs or file exports are available for your employee data, payroll, and invoicing, and who owns those endpoints in your organization. Options: APIs available with owner, File export only, No automated feed, Unsure
• Specify any legal, tax, or immigration clearances your organization must obtain before a move begins in your primary destination markets.

If a pilot proves the numbers, what happens next?

• Assuming a short pilot meets your top metric, what internal approvals would your organization need to sign a contract within 30 days?
• On average, what purchasing or contracting timeline should your organization plan for from pilot completion to signed agreement? Options: Immediate (0-2 weeks), Short (2-6 weeks), Moderate (6-12 weeks), Longer (3+ months)
• Across your stakeholders, who must provide final signoff and who must be briefed prior to signature in your organization? Options: Finance signoff required, Legal signoff required, HR executive signoff, Procurement signoff, Hiring manager notification
• Estimate the budget owner and available budget lines your organization can tap for a pilot (for example recruitment budget, mobility budget, HR transformation funds). Options: Mobility budget, Recruitment budget, HR transformation funds, No earmarked budget, Unsure
• Explain any deal terms that would be non-starters for your organization, such as vendor liability caps, data residency, or billing structure.
• Select your organization's preferred pilot scope from these options: 5 moves in one market, 10 moves across two markets, 20 moves phased, or no pilot and go straight to contract. Options: 5 moves in one market, 10 moves across two markets, 20 moves phased, No pilot, proceed to contract
• Would your organization be willing to name a single internal sponsor who can commit to weekly check-ins during a pilot? Options: Yes - named sponsor available, Maybe - need to confirm, No - not available

• Service Experience Solution Session

• Confirm the current state and its cost
• You confirm the demonstrated scenario eliminates the handoff delays and HR rework described in Discovery.
• Provide two representative move cases including timelines, major cost outcomes, and any policy exceptions that occurred.
• Review two representative move scenarios
• You agree the modeled outcomes (start-date adherence, home-sale impact, compliance risk reduction, cost delta) are the right decision metrics.
• Share current relocation policy excerpts and any recent move post-mortems or retention data tied to relocations.
• Simulate the coordinated end-to-end workflow
• Deliver a tailored scenario workbook modeling schedule adherence, cost delta, home-sale loss, and retention impact for the provided moves within five business days of receiving the cases.
• You commit to providing representative move cases and policy excerpts so a tailored scenario workbook can be produced.
• Prepare a draft coordinated service map that assigns owners, handoffs, and SLAs for the scenarios to present at the follow-up meeting.
• Show measurable outcomes for each scenario
• Validate this maps to your needs
• Agree remaining evidence and decision criteria

• Service Experience Solution Session
• Service Experience Deck
• Solution Brief

• meeting
• slides
• document

• Manage Home Sale and Buyer Negotiation
• Administer Home-Buyout and Repurchase Programs
• Coordinate Household Goods Packing and Transport
• Handle International Customs Clearance for Household Goods
• Provide Short-Term Temporary Housing Placement
• Support Destination Home Search and Lease/Purchase Process
• Deliver Destination Orientation and Neighborhood Tours
• Support School Search and Enrollment Assistance
• Provide Spouse/Partner Career Search and Networking Support
• Manage Immigration and Work Permit Filings
• Coordinate Assignment Tax Compliance and Filings
• Deliver Move-Day Supervision and Carrier Liaison
• Arrange Settling-In Services (utilities, internet, minor repairs)
• Administer Expense Processing and Relocation Reimbursements

Manage Home Sale and Buyer Negotiation

• Do you require assistance preparing a listing agreement and a comparable market analysis (CMA) for the departing home? Options: Yes, No
• Which closing cost and buyer concession limits should the home-sale negotiator aim for (percent of sale price)? Options: 0-2%, 2-5%, 5%+, Undecided
• How many homes per year will need full listing and buyer-negotiation support? Options: 1-10, 11-50, 51-200, 200+
• When is the target contract acceptance window after listing (for example: 30 days)? Options: Within 30 days, 31-60 days, 61-90 days, Custom
• Indicate acceptance criteria for a completed home-sale engagement (for example: closed sale, final settlement statement provided, net proceeds within X% of target).

Administer Home-Buyout and Repurchase Programs

• Provide the buyout program documents or policy references we should rely on (buyout agreement template, valuation formula, repurchase terms).
• Specify any legal or mortgage payoff processes we must coordinate during a repurchase (title company involvement, lender approval letters).
• Who will authorize employee elections for buyout or repurchase and sign the election forms? Options: Employee, HR representative, Hiring manager, Other
• Are there geographic or property-type exclusions for buyout programs (co-ops, properties with outstanding liens)? Options: Yes, No
• List the financial thresholds or caps that govern buyout payments (flat amount, formula percentage, appraisal-based cap).

Coordinate Household Goods Packing and Transport

• Confirm whether you require an on-site pre-move survey and a written inventory for household goods shipments. Options: Yes, No
• Identify any restricted or high-value items that require special handling or documentation (antiques, fine art, firearms, wine collections).
• Estimate the average shipment size in household terms to plan packing resources (studio/1BR, 2BR, 3BR, 4+BR). Options: Studio-1BR, 2BR, 3BR, 4+BR / large household
• Will you require declared value coverage or full replacement value insurance for household goods shipments? Options: Declared value (employee elects), Full replacement value, Released value
• For household goods completion, provide the documentation you require (signed bill of lading, delivery photos, final inventory).

Handle International Customs Clearance for Household Goods

• Please attach or list the common destination countries so customs rules can be scoped (example: country list or regions).
• Indicate the customs documents you will provide or expect (detailed packing list inventory, passport copies, employment letter, visa).
• Define any duty or tax responsibility rules for international shipments (company pays, employee pays, case-by-case) for each destination. Options: Company pays, Employee pays, Case-by-case
• Which temporary import regimes or transfer of residence exemptions must the clearance process rely on for specific destinations?
• How will customs inspections and associated hold times impact your move scheduling (acceptable delay thresholds in days)? Options: 0-3 days, 4-10 days, 10+ days, Varies by country

Provide Short-Term Temporary Housing Placement

• What documents and verification do you require to book short-term temporary housing (proof of employment, ID, expected move-in date)?
• Select the furnishing and amenity standards required for temporary housing placements (fully furnished, kitchen equipped, Wi-Fi minimum). Options: Fully furnished, Basic furnishings, Unfurnished, Required amenities specified separately
• State the maximum nightly or monthly rate cap we should aim to stay within for temporary housing. Options: Company standard cap, Specify custom amount, No cap - case by case
• Choose the allowed locations relative to workplace or transit hubs (commute minutes or public transit access requirements). Options: Within 30 minutes commute, Within 60 minutes commute, Public transit access required, Other
• Indicate acceptance criteria for temporary housing placements (for example: occupancy-ready, signed lease/occupancy agreement, confirmed Wi-Fi and utilities).

Support Destination Home Search and Lease/Purchase Process

• Supply the preferred scope for destination home search services (virtual search, accompanied tours, lease negotiation, purchase offer support). Options: Virtual search, Accompanied tours, Lease negotiation, Purchase offer support
• Outline the expected shortlist size and comparative materials you want delivered per assignee (number of properties, pricing comparisons, commute maps).
• Provide a target timeline from search kickoff to signed lease or purchase offer for typical markets. Options: 2 weeks, 3-4 weeks, 5-8 weeks, Custom
• Give the standard vetting checks required for landlords or purchase counterparties (title search, landlord references, disclosure review).
• Note any relocation-policy constraints on purchase assistance (downpayment limits, mortgage vendor restrictions, repatriation clauses).

Deliver Destination Orientation and Neighborhood Tours

• Specify timelines for delivering destination orientation relative to arrival (before arrival, within first week, within 30 days). Options: Pre-arrival, Within first week, Within 30 days, Custom
• Do you require orientation materials in multiple languages or translated neighborhood guides? Options: Yes, No
• Which fixed content must be included in an orientation packet (school listings with enrollment contacts, nearest hospitals, grocery and public transport details)?
• How many hours of in-person orientation or tours should be included per family by default? Options: 1-3 hours, 4-8 hours, Full day (8+ hours), Custom
• Do shortlists include direct contact details for local service providers (school admissions officer phone/email, landlord agent contact)? Options: Yes, No

Support School Search and Enrollment Assistance

• Do you require support for specific school types during placement (public, private, international, bilingual)? Options: Public, Private, International, Bilingual
• Which documents should we proactively collect to support enrollment (school transcripts, immunization records, proof of address)?
• How many school options should be researched and presented to each family? Options: 1-2, 3-5, 6+
• When are school enrollment deadlines relative to employee start date that we must meet? Options: Before start date, Within 30 days of start, Within 60 days, Other
• Who will be the primary contact for school enrollment communications at your organization (HR coordinator name or role)?

Provide Spouse/Partner Career Search and Networking Support

• Provide the level of spouse/partner support required (resume coaching, job search, interview prep, networking introductions). Options: Resume coaching, Job search support, Interview preparation, Networking introductions
• Specify any success metrics you want tracked for spouse employment support (job placement within X months, interviews arranged).
• Who approves use of any outplacement or recruiting agency for spouse support and signs service agreements? Options: HR, Hiring manager, Employee, Other
• Are there restrictions on using company-branded introductions for spouse job searches? Options: Yes, No
• List any visa or work-authorization constraints that will limit spouse job placement options in key destinations.

Manage Immigration and Work Permit Filings

• Confirm whether you require immigration filings to include employer letters, job descriptions, and corporate support documents. Options: Yes, No
• Identify the typical work-permit types you expect for assignees (intra-company transfer, skilled worker, local hire permit). Options: Intra-company transfer, Skilled worker, Local hire permit, Other
• Estimate average processing timelines for work permits in your top destination countries.
• Indicate acceptance criteria for immigration filings needed to schedule an employee start date (approved work permit document, stamped visa, or electronic confirmation).
• State any biometrics, medical exam, or police clearance requirements assignees must complete prior to filing.

Coordinate Assignment Tax Compliance and Filings

• Please attach or list the tax jurisdictions where you expect assignment tax compliance support (countries or U.S. states).
• Indicate the tax services required for each jurisdiction (tax briefing, tax return preparation, tax equalization calculations). Options: Tax briefing, Tax return preparation, Tax equalization calculations, Other
• Define the payroll or reimbursement treatment for tax liabilities during assignment (company payroll gross-up, payroll withholding, employee responsibility). Options: Company gross-up, Payroll withholding, Employee responsibility, Hybrid
• Which documentation will you provide to tax advisors (prior year tax returns, payslips, assignment letters)?
• Outline the deliverables you expect after tax filing (filed returns, tax computation worksheet, employer summary).

Deliver Move-Day Supervision and Carrier Liaison

• What documents must move-day supervisors carry and present at origin and destination (signed authorizations, carrier contracts, inventory lists)?
• Select the move-day tasks the supervisor must perform by default (inventory verification, damage inspection, carrier coordination, key handover). Options: Inventory verification, Damage inspection, Carrier coordination, Key handover
• State the expected supervisor-to-move ratio when scheduling on-site supervision across multiple moves in a week. Options: 1 supervisor per move, 1 supervisor per 2-3 moves, Dedicated supervisor pool
• Detail the escalation path and contact information format you require for move-day incidents (name/role, phone, email, response SLA).
• Provide a target evidence package for move completion (signed delivery receipt, photos of damages, final inventory).

• Master Services Agreement (MSA)
• Statement of Work (SOW)
• Service Level Agreement (SLA)
• Order Form & Fee Schedule
• Billing & Payment Responsibility Agreement
• Approval Gates & Acceptance Criteria
• Change Order Agreement
• Subcontractor & Vendor Authorization
• Data Processing Agreement (DPA) — conditional
• Insurance & Risk Allocation Schedule

• Go-live Health Check (Weeks 1-4)
• First Measurement Review (Weeks 4-10)
• Acceptance Gate Review (around Day 90)
• Quarterly Operational Review
• Annual Retention and Cost Review (12-Month)

• Distribute the quarterly scorecard with metric trends, issue status, and vendor performance notes.
• Confirm the status of any incumbent vendor decommissioning or data migration to prevent dual operations.
• Publish the acceptance report showing pass/fail per criterion and the named acceptance decision or buyer confirmation.
• Create a remediation tracker for conditional items with owners, milestones, and final resolution dates.
• Execute incumbent vendor wind-down tasks or archive/migrate legacy data as documented.
• Rolling metrics and trend review
• Validate whether employee retention at 6 months and average cost per move are within tolerance or have mitigation plans.
• Resolve or prioritize the top recurring settlement issues and record remediation owners.
• Agree operational or vendor changes to improve family satisfaction and reduce cost overruns.
• Re-confirm agreed success criteria and owners
• Initiate agreed vendor performance actions or contract amendments required to meet operational goals.
• Close or escalate top settlement issues and update the remediation tracker with new dates.
• Present 12-month retention and cost variance analysis
• Determine whether the relocation program met 12-month retention and cost targets recorded in Relocation Scope.
• Agree a prioritized set of systemic improvements with owners and timelines to reduce attrition and control cost overruns.
• Establish how success of program changes will be measured in the following 12 months.
• Publish the annual report containing cohort retention analysis, cost variance breakdown, and prioritized recommendations.
• Create an implementation plan for approved program changes with owners and milestone dates.
• Define success measures and reporting cadence for tracking the impact of program changes over the next year.
• Confirm the deployment has reached operational readiness and all named owners are identified.
• Document top 3 early blockers with owners and resolution dates.
• Agree an immediate remediation plan to clear critical path items within 7 days.
• Publish the post-go-live issue log with owner and due date for each item.
• Provide updated vendor availability confirmations for all moves scheduled in the next 30 days.
• Confirm employee onboarding completion status for active moves and flag any missing items.
• Present first outcome data vs Relocation Scope targets
• Determine whether on-time start rate and family satisfaction score are on track to meet Relocation Scope targets.
• Identify root causes for any gaps and agree a targeted remediation plan with deadlines.
• Confirm readiness milestones and evidence required for the acceptance gate meeting.
• Publish a focused dashboard showing metric trends and the raw data slices used for analysis.
• Create a remediation task list with owners and resolution dates for each identified root cause.
• Update vendor SLAs or operational rules where vendor performance is identified as a root cause.
• Restate acceptance criteria and numeric targets from Relocation Scope
• Produce a documented acceptance decision for each criterion recorded in Relocation Scope.
• Capture remediation actions with owners and fixed resolution dates for any conditional criteria.
• Deployment and schedule validation
• Root-cause analysis for metric gaps
• Root-cause review of attrition and cost overruns
• Present outcome data against each criterion
• Open settlement issues and escalation summary
• Document pass/fail per criterion and capture decision
• Compile lessons learned and recommended program changes
• Agree corrective actions and owners
• Family feedback and satisfaction trends
• Early adoption and usage signals
• Agree remediation items and resolution timeline
• Open issues and blockers
• Agree implementation timeline for program-level changes
• Confirm timeline to acceptance gate
• Operational adjustments and vendor actions
• Agree immediate remediation actions
• Schedule next quarter checkpoints
• Incumbent vendor wind-down or retention confirmation