|
|
|
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 number of submissions received for any service provider in the ICE system is imperative to the statistical reliability of the data for not only the most commonly reported satisfaction rating but also facility appearance, employee/staff attitude, timeliness of service and hours of service. Some service providers still do not receive enough submissions to accurately report customer feedback as a population. Larger directorates and organizations receive ample submissions to adequately report.
The Directorate of Human Resources received the most submissions for the fiscal year with 2,230 submissions. DHR also held a consistent satisfaction rating of 98 percent throughout the year.
The Directorate of Family and Morale, Welfare and Recreation had an increase in submissions and satisfaction in the fiscal year with 938 submissions and 76 percent satisfaction rating.
The Directorate of Logistics and Public Works saw an increase in submissions this fiscal year with 836 submissions compared to 363 submissions in FY1 0. DOL/DPW held a satisfaction rating of 92 percent, up from 81 percent in FY 10.
With 445 submissions, the Directorate of Emergency Services had a satisfaction rating of 82 percent in FY 11.
The Directorate of Plans, Training and Mobilization had twice the submissions in FY11 compared to FY 10 with 161 submissions and 99 percent satisfaction.
The Garrison Plans, Analysis and Integration Office received 44 submissions and 100 percent satisfaction.
Those service providers that do not receive regular feedback through the ICE system include the Equal Employment Opportunity Office, the Equal Opportunity Office, the Garrison Safety Office and the Non-Appropriated Fund Personnel Office. Customers are encouraged to use the ICE system to leave feedback whether they received positive or negative service.
ICE is a major component to providing individual feedback as part of the Customer Management Services program. It provides direct feedback of services received by individuals and promotes rapid interaction between service providers and the customer.
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 website. 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 684-1750, angela.banks2@us.army.mil.
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 number of submissions received for any service provider in the ICE system is imperative to the statistical reliability of the data for not only the most commonly reported satisfaction rating but also facility appearance, employee/staff attitude, timeliness of service and hours of service. Some service providers still do not receive enough submissions to accurately report customer feedback as a population. Larger directorates and organizations receive ample submissions to adequately report.
The Directorate of Human Resources received the most submissions for the fiscal year with 2,230 submissions. DHR also held a consistent satisfaction rating of 98 percent throughout the year.
The Directorate of Family and Morale, Welfare and Recreation had an increase in submissions and satisfaction in the fiscal year with 938 submissions and 76 percent satisfaction rating.
The Directorate of Logistics and Public Works saw an increase in submissions this fiscal year with 836 submissions compared to 363 submissions in FY1 0. DOL/DPW held a satisfaction rating of 92 percent, up from 81 percent in FY 10.
With 445 submissions, the Directorate of Emergency Services had a satisfaction rating of 82 percent in FY 11.
The Directorate of Plans, Training and Mobilization had twice the submissions in FY11 compared to FY 10 with 161 submissions and 99 percent satisfaction.
The Garrison Plans, Analysis and Integration Office received 44 submissions and 100 percent satisfaction.
Those service providers that do not receive regular feedback through the ICE system include the Equal Employment Opportunity Office, the Equal Opportunity Office, the Garrison Safety Office and the Non-Appropriated Fund Personnel Office. Customers are encouraged to use the ICE system to leave feedback whether they received positive or negative service.
ICE is a major component to providing individual feedback as part of the Customer Management Services program. It provides direct feedback of services received by individuals and promotes rapid interaction between service providers and the customer.
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 website. 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 684-1750, angela.banks2@us.army.mil.
