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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.
For all unsatisfied comments or suggestions a counteractive action is initiated. The directorate or office that owns the service is responsible for developing a corrective action and follow up with the customer to explain what actions have been taken to improve the situation. Sometimes corrective courses of action are captured as a best practices and shared with other installations throughout Installation Management Command or developed as an action plan that is used to improve overall service performance at Fort Leavenworth.
ICE is used throughout the Army. The more than 320 Army installations and agencies worldwide received more than 712,000 ICE submissions in Fiscal Year 2011.
But ICE is not just for Fort Leavenworth or the Army. The program reaches across Department of Defense to the Navy, Air Force, Marine Corps, National Guard and other agencies. It facilitates feedback for installation service providers worldwide from Selfridge Air National Guard Base near Detroit, to Al Dhafra Air Base in the United Arab Emirates.
At Fort Leavenworth, the Army and Air Force Exchange Service, U.S. Army Medical Department Activity, Dental Activity, Defense Military Pay Office and Network Enterprise Center are among the major service providers that participate in ICE.
ICE is not for comments about mission agencies and is not a site for internal unit and command and control issues. Those issues and comments should be addressed through the chain of command.
ICE empowers customers to be the eyes and the ears of the Garrison commander when it comes to customer service. Both positive and negative comments help efforts to provide the best services to Soldiers, family members, retirees and civilians.
To comment about a service received somewhere on post, go online to www.garrison.leavenworth.army.mil and click the blue ICE logo to get started. ICE can be reached from any computer with an Internet connection.
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 can 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 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.
For all unsatisfied comments or suggestions a counteractive action is initiated. The directorate or office that owns the service is responsible for developing a corrective action and follow up with the customer to explain what actions have been taken to improve the situation. Sometimes corrective courses of action are captured as a best practices and shared with other installations throughout Installation Management Command or developed as an action plan that is used to improve overall service performance at Fort Leavenworth.
ICE is used throughout the Army. The more than 320 Army installations and agencies worldwide received more than 712,000 ICE submissions in Fiscal Year 2011.
But ICE is not just for Fort Leavenworth or the Army. The program reaches across Department of Defense to the Navy, Air Force, Marine Corps, National Guard and other agencies. It facilitates feedback for installation service providers worldwide from Selfridge Air National Guard Base near Detroit, to Al Dhafra Air Base in the United Arab Emirates.
At Fort Leavenworth, the Army and Air Force Exchange Service, U.S. Army Medical Department Activity, Dental Activity, Defense Military Pay Office and Network Enterprise Center are among the major service providers that participate in ICE.
ICE is not for comments about mission agencies and is not a site for internal unit and command and control issues. Those issues and comments should be addressed through the chain of command.
ICE empowers customers to be the eyes and the ears of the Garrison commander when it comes to customer service. Both positive and negative comments help efforts to provide the best services to Soldiers, family members, retirees and civilians.
To comment about a service received somewhere on post, go online to www.garrison.leavenworth.army.mil and click the blue ICE logo to get started. ICE can be reached from any computer with an Internet connection.
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 can 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.
