Customer feedback tool available at Red Cloud
April 29, 2009
By Mandi Lovasz
How many times have you been to an installation and found a service wasn't meeting your needs, or exceeding them' How many times have you thought to yourself, 'I wish they would do this differently,' or notice they did a great job'
Now you have a chance.
The Army has created a new program, which provides a way to get your voice heard.
USAG-Red Cloud recently launched a program designed to capture customer feedback in Area I.
The Customer Management Services program is a standardized, three-tiered feedback system based on input from individuals, constituent groups, and mission commanders.
The system provides a "voice of the customer" at each tier.
At the individual level, the major component is the Interactive Customer Evaluation system. ICE allows customers to submit comments directly to service provider managers, and for those managers to reply directly to the customers.
To make a comment about a service in Area I, log onto https://ice.disa.mil/index.cfm'fa=site&site_id=281 to get started.
If you have an issue larger than a manager can fix, you have the option to attend a focus group.
Focus groups are made of constituent groups that encompass the entire Area I team. Each quarter, two to three focus groups will be conducted where constituents are welcome to provide feedback on issues most important to them. Groups are made of Soldiers, Family members, Civilian employees, Retirees/Veterans, and teens.
If you can't make it to a focus group, you are welcome to submit an issue at any time to the USAG-Red Cloud Customer Service Officer.
Issues raised at focus groups will be discussed quarterly during the issue resolution process called Community FIRST, Feedback, Issues, Resolution, Solutions, Today.
Leaders in the community will have the opportunity to resolve issues discussed at focus groups, or forward those issues to a higher level.
The final component of CMS is the Customer Services Assessment.
Senior mission commanders and constituents in the Area I community, supported by the garrison, will identify the installation services most important to the accomplishment of the unit's mission and well-being, and evaluate how well the garrison is providing each service. This will be conducted on a yearly basis. Look for the next survey during the first quarter of fiscal 20I0.
For more details about the CMS program call 732-6788 or e-mail: firstname.lastname@example.org.