The Child Development Center receives about 100 Interactive Customer Evaluation submissions each year and has an average satisfaction of 82 percent. In recent months, the CDC has seen an increase in satisfaction ratings. The comments received from customers show how pleased parents are with services received at the facility.

There were 292 submissions to the Interactive Customer Evaluation system in December. Submissions yielded an 85 percent satisfaction rating for the entire Garrison, short of the goal of 93 percent.
The goal for fiscal year 2012 for Garrison service providers is 6,300 ICE submissions. The number of submissions is an important key in understanding customer satisfaction. Some service providers still do not receive enough submissions to provide statistically accurate satisfaction ratings.

Since opening in the summer of 2011, the Auto Craft Center has sought feedback from customers through the Interactive Customer Evaluation system.
The service provider has received 16 submissions since June and holds a satisfaction rating of 100 percent.
 In every submission, customers ranked employee attitude 5.0 on a Likert scale with 1 being awful and 5 being excellent. Also ranked high were questions related to timeliness of service and facility appearance with rankings of 4.94 and 4.88 respectively.

At a Garrison All Hands meeting in 2009 an employee requested that the Garrison commander explore alternatives for funding so that the Fort Leavenworth Stables could be renovated. The employee said the facility had deteriorated to the point it was becoming an eyesore.
The issue was added to the Community FIRST (Feedback, Issues, Resolutions, Solutions, Today) log, a structured process for obtaining, vetting, prioritizing and resolving installation-level issues that cannot be addressed because of their complexity through the Interactive Customer Evaluation system.

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.

Brunner Skeet and Trap Range continually seeks feedback from customers through the Interactive Customer Evaluation system, but it has received few submissions over the past year. The activity has not received enough submissions to provide a statistically relevant consensus on feedback.
Among the few submissions received, one commented, “This place was awesome, not bad prices.”

The Casualty Assistance Office continually seeks feedback from customers on the training CAO provides throughout the year.
CAO accounts for just less than a quarter of the submissions received through the Interactive Customer Evaluation system about the Directorate of Human Resources. DHR receives more ICE submissions than any other Fort Leavenworth Garrison organization. In the previous 12 months, CAO has received 602 submissions and has a 100 percent satisfaction rating.

The Customer Management Services program includes continuous management of customer feedback reports and summaries that are provided to Garrison senior leaders for review and trend analysis. The Garrison commander and command sergeant major read every comment and initiate dialogue to improve or revise programs and services based on customer feedback.
The ICE program is a powerful tool, designed to allow the customer to have their voice be heard about services provided by U.S. Army Garrison Fort Leavenworth. It is a powerful tool because the customer, receiving any of the services, can comment with a complaint or praise on how well services are performed and receive feedback within three working days.

The Garrison continues to see an increase in Interactive Customer Evaluation submissions from year to year. Fiscal Year 2011 yielded 5,277 submissions and a satisfaction rating of 89 percent. In FY 10, there were nearly twice the submissions than FY09 with 4,251 submissions and 87 percent satisfaction. There were 2,336 submissions in FY 09 and 86 percent satisfaction. In FY 08, the first year the ICE system was implemented at Fort Leavenworth, there were only 437 submissions and 81 percent satisfaction.
Out of those FY 11 submissions, 504 customers requested a response. All submissions received a response; however, only 78 percent received a response within the promised three working days.

The Interactive Customer Evaluation system obtains more feedback than any other feedback mechanism available on the installation, however, not all feedback on issues can be rectified through the system.
Feedback about issues that are beyond the scope of ICE often comes from mayors’ meetings, employee roundtables, Garrison all-hands beifings and personal e-mails. ICE submissions that appear systemic in nature are also added to the Community FIRST system.   
Community FIRST (Feedback, Issues, Resolutions, Solutions, Today) is a structured process for obtaining, vetting, prioritizing and resolving installation-level issues that cannot be addressed through the ICE system because of their complexity. Issues can be added or removed at any time as the responsible organization works to resolve the issue. 

Bicyclists and drivers have been voicing concerns through the Interactive Customer Evaluation system about riding bicycles on sidewalks along Grant Avenue. It has been a long-standing policy for bicyclists to ride on the sidewalks along Grant Avenue.
The reasons for the policy are many, stated Chief of Police Aaron Henderson.
“More than 18,000 vehicles travel on Grant Avenue each day,” Henderson said. “This road is the main thoroughfare for the installation and does not have the required shoulder space to allow safe passage for bicyclists in traffic.”

More than 20 installation village majors, four senior spouses and 26 Fort Leavenworth and Leavenworth organizations convened Sept. 21 for the monthly Community Leaders Information Forum and mayors meeting.
The monthly forum was established to provide a means to disseminiate information about events and services in the coming months. Informational briefs are provided during the 60- to 90-minute forum. After the CLIF, mayors assemble to share issues from their neighborhoods with the Garrison commander and installation representatives. The mayors also use this opportunity to share ideas with other mayors.

The Household Hazardous Waste office has recently seen a boost in feedback through the Interactive Customer Evaluation system and holds an impressive satisfaction rating. In the previous 12 months, the service provider has received 234 submissions and has a 100 percent satisfaction rating.
One patron commented, “I am so very grateful to have this facility. I am an environ nut. The help is always there and ready. Don’t EVER get rid of this place.”

There were more than 525 submissions to the Interactive Customer Evaluation system for Garrison service providers in August. Submissions last month yielded 83 percent satisfaction rating for the entire Garrison, short of the Garrison goal of 93 percent.
The goal for fiscal year 2011 for Garrison service providers is 7,500 ICE submissions. That goal may not be reached but an increase in submissions over fiscal year 2010 is expected. The number of submissions is an important key in 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.

Customer submissions into the Interactive Customer Evaluation for the Family Child Care program prompted the need for clarification.
Parent Central is the first stop parents should make in their search for an FCC provider. Parent Central, located in the Resiliency Center at 600 Thomas Ave., refers parents of homes that meet their specific child care needs.

Since June 2011, the Civilian Personnel Advisory Center has seen an increase in positive submissions to the Interactive Customer Evaluation for the services the center provides. In that time period, all but two customers indicated they were satisfied.  
One satisfied customer commented, “Recently I went to a CPAC employee to discuss retirement options. She was extremely knowledgeable and answered all my questions. It’s very helpful to have someone local to talk to that knows the subject matter as well as she does. Well done!”

The Interactive Customer Evaluation system is a major component to providing individual feedback to installation services in Fort Leavenworth’s quest to be the best hometown in the Army. It provides direct feedback about services received by customers and promotes rapid interaction between service provider managers and customers. The system is meant to create a dialogue between the customers and managers.
ICE has standard questions for every service provider that are designed to provide insight to the services and products provided to customers. The standard questions rate the facility’s appearance, employee/staff attitude, timeliness and hours of service in a five-point scale from excellent to awful. Another standard question asks if the product or service meets the needs of the customer.

The Interactive Customer Evaluation system is a web-based set of tools for collecting customer feedback from authorized users via online comment cards. The ICE system enables Department of Defense organizations to collect comments about the products and services that they offer, so that those services and products may be improved upon to meet customer expectations. The main purpose of the ICE system is to determine customer satisfaction. It allows the exchange of concerns, statements, and recommendations between the individual customer and the service provider manager.
Who is on ICE? There are 304 Army, 124 Navy, 138 Air Force and 45 Marine Corps installations and communities currently utilizing the ICE system. There are 45 other agencies and organizations and 50 National Guard sites also available in the system.

Employee forums have become a popular venue for the Garrison commander to speak to Garrison Department of Defense civilian employees. The Garrison commander uses this opportunity to discuss hot topics, dispel rumors, and answer employee questions and concerns. Each monthly forum is broken down by the grades of employees.   
The most recent forum was with 13 General Schedule employees, grades GS-3 to GS-8. The recent survey for Voluntary Early Retirement Authority and Voluntary Separation Incentive Payment options were among the topics discussed with the Garrison commander.

In the month of July, it is anticipated there will be more than 380 submissions to the Interactive Customer Evaluation system for Garrison service providers. The goal number of submission in July was 692 submissions. In July 2010, 312 submissions were received. Submissions for the month are likely to yield a 93 percent satisfaction rating for the entire Garrison, on target with the Garrison goal.