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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 most generalized and the best determinant of whether a service provider is doing well is the question that asks if the customer was satisfied with their experience. Overall customer satisfaction is utilized most often when determining reporting on service providers in the ICE system. The satisfaction question is designed to rate the customer’s total experience but is optional. When combined, all of the Fort Leavenworth Garrison service providers average 89-93 percent satisfaction throughout the year.
The ICE system is monitored daily to ensure customers requesting a response receive their response within three working days. About 10 percent of customer submissions request a response. The response may not always answer the customers’ question or resolve a concern because sometimes the solution takes longer than three working days.
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. Customer may also visit https://ice.disa.mil then search Fort Leavenworth.
ICE kiosks have been deployed to facilitate customer feedback in 19 locations on the installation. Customers may access the ICE system from these computers at any time. ICE kiosks can be found at the Garrison Headquarters, the 12th Brick Grille, Gruber Fitness Center, Harney Sports Complex, Trails West Golf Course, Strike Zone Bowling Center, Adjutant General Office, Housing (Dodge Hall), Transportation Office, Lewis and Clark Center near the food court, Combined Arms Research Library, dining facility, Army Education Center, Vehicle and Weapon Registration, Frontier Chapel and the Frontier Conference Center. The Resiliency Center has three kiosks — near the Army Substance Abuse Program office, near Information Referral, and near the Housing Services Office on the third floor.
The ICE system provides a voice for the customer and to determine if the Garrison is adequately providing for the needs of those who work, play and live on the installation. For more information, contact Angela Banks, program and management analyst in the Plans, Analysis and Integration Office, at 684-1750 or e-mail angela.banks2@us.army.mil.
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 most generalized and the best determinant of whether a service provider is doing well is the question that asks if the customer was satisfied with their experience. Overall customer satisfaction is utilized most often when determining reporting on service providers in the ICE system. The satisfaction question is designed to rate the customer’s total experience but is optional. When combined, all of the Fort Leavenworth Garrison service providers average 89-93 percent satisfaction throughout the year.
The ICE system is monitored daily to ensure customers requesting a response receive their response within three working days. About 10 percent of customer submissions request a response. The response may not always answer the customers’ question or resolve a concern because sometimes the solution takes longer than three working days.
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. Customer may also visit https://ice.disa.mil then search Fort Leavenworth.
ICE kiosks have been deployed to facilitate customer feedback in 19 locations on the installation. Customers may access the ICE system from these computers at any time. ICE kiosks can be found at the Garrison Headquarters, the 12th Brick Grille, Gruber Fitness Center, Harney Sports Complex, Trails West Golf Course, Strike Zone Bowling Center, Adjutant General Office, Housing (Dodge Hall), Transportation Office, Lewis and Clark Center near the food court, Combined Arms Research Library, dining facility, Army Education Center, Vehicle and Weapon Registration, Frontier Chapel and the Frontier Conference Center. The Resiliency Center has three kiosks — near the Army Substance Abuse Program office, near Information Referral, and near the Housing Services Office on the third floor.
The ICE system provides a voice for the customer and to determine if the Garrison is adequately providing for the needs of those who work, play and live on the installation. For more information, contact Angela Banks, program and management analyst in the Plans, Analysis and Integration Office, at 684-1750 or e-mail angela.banks2@us.army.mil.
