There were 353 submissions to the Interactive Customer Evaluation system during November. Submissions in the month yielded 90 percent satisfaction rating for the entire Garrison short of the goal of 93 percent.
The goal for fiscal year 2011 for Garrison service providers is 6,300. The number of submissions is an important to understanding customer satisfaction. Some service providers still do not receive enough submissions to provide statistically accurate satisfaction ratings. The goal number of submissions is derived from historical data, and the number of employees and customers of a specific service provider. Installations of comparable size and mission are also considered in determining submission goals for service providers at Fort Leavenworth.
The goal for November was 421 submissions. The Directorate of Human Resources continues to receive the most submissions with 167 submissions in November. DHR also held a satisfaction rating of 98 percent.
With 63 submissions, the Directorate of Family and Morale, Welfare and Recreation received a satisfaction rating of 83 percent.
The Directorate of Logistics and Public Works received 38 submissions and a satisfaction rate of 69 percent.
The Directorate of Emergency Services received eight submissions with a 57 percent satisfaction rate for the month.
The Directorate of Plans, Training and Mobilization received six submissions and continue to maintain a 100 percent satisfaction rating. Various customers submitting ICE comments about DPTM services recognized many DPTM employees for their outstanding service in the Installation Base Operation Center, Multimedia/Visual Information Support Center, Crisis Operations, DA Photos and Antiterrorism/Force Protection Planning.
Many service providers do not receive regular feedback through the ICE system, including the Non-Appropriated Fund Personnel Center, Staff Judge Advocate, Equal Employment Opportunity, Public Affairs Office and the Garrison Safety Office. Customers are encouraged to use the ICE system to leave their feedback whether they receive positive or negative service.
ICE is accessible online through various Fort Leavenworth websites. Any customer can click on the ICE logo to be forwarded to the Fort Leavenworth ICE Web site. Customers may also visit https://ice.disa.mil. The ICE system is monitored daily to ensure customers requesting a response receive their response within three working days.
The CMS program at Fort Leavenworth is a three-tiered feedback system established to determine if the garrison is adequately providing the needs of those who work, play and live on the installation. For more information about Customer Management Services contact Angela Banks, Customer Service Officer at (913) 684-1750, angela.banks2@us .army.mil.