ICE, Service First tools for improvement
January 16, 2009
Even if you haven't been paying attention, you can't help but notice the ICE posters, kiosks and boxes around Fort Polk. ICE is an Interactive Customer Evaluation tool that allows you to share feedback with frontline managers who can resolve your customer service issues. ICE is a web-based comment card system where Soldiers, Family members, retirees, civilians or veterans can submit feedback from any Internet-connected computer. Feedback can be submitted anonymously, but if you want a response to your comment, you must provide your contact information and indicate "response requested" by checking the appropriate box. Your comments are sent directly to the service provider and if you request a response, you will receive one within three working days.
The ICE system has been around for years, but with the implementation of the customer management services program, as well as the Service First initiative, the brainchild of Brig. Gen. James Yarbrough, commander, Joint Readiness Training Center and Fort Polk, ICE has been given a new breath of life.
An increased number of ICE comments have been submitted the past six months. In 2008, there were 2,206 ICE comments submitted, however, just in the first quarter of 2009, 1,007 comments have been submitted for review.
Congratulations are in order for the Directorate of Logistics and the Directorate of Human Resources for receiving a 92 percent satisfaction rating for the first quarter 2009 and to the Civilian Personnel Advisory Center for achieving 90 percent.
Yarbrough reviews customer comments and manager responses. If he is not 100 percent satisfied that the customer received excellent customer service, he will go back to the manager until it is right.
Some changes on Fort Polk have occurred due to ICE comments:
Aca,!Ac In July, a customer wanted to know why active-duty Soldiers had to pay a $3 launch fee at the Toledo Bend Recreation Site. By early August, active-duty Soldiers could launch boats for free.
Aca,!Ac In July, an anonymous customer suggested that Family Morale, Welfare and Recreation post the menus of Fort Polk eateries on the JRTC and Fort Polk web site. Now Fort Polk's two main eateries, Mulligan's and the Strike Zone, have their menus posted on the site.
Aca,!Ac In September, a redeploying Soldier asked why JRTC rotational personnel took priority over Soldiers returning from 15 months in Iraq at the lodging facilities on post. Yarbrough agreed this policy needed to change, and now redeploying Fort Polk Soldiers have priority.
Aca,!Ac In October, a mother took her children to a show at Fort Polk's Showboat Theatre and was frustrated that there were no diaper changing stations in the restrooms. Diaper changing stations have now been installed.
The ICE feedback system is in place to improve Fort Polk's customer service and ensure a better quality of life for everyone who lives, works or trains on Fort Polk.
If you have questions concerning the ICE program or would like to know of other ways to give your feedback, send an e-mail to the Fort Polk Customer Service Officer, Charlotte Mixon, at firstname.lastname@example.org or call 531-7334.