Community encouraged to evaluate customer service on post via ICE
December 11, 2009
- Comments reviewed by representatives for directorates
- Personnel can recommend changes to services
- 'Response requested' option allows customers to get feedback within 72 hours
FORT BENNING, Ga. - Have a compliment or complaint' Bernard Goss, the post's customer service officer, wants to hear from you.
"It's important to get feedback so we know what's working and what's not," said Goss, who oversees Fort Benning's Interactive Customer Evaluation, an Internet-based survey used to rate products and services. Last year, Fort Benning received 50,000 comments, more than any other post in the U.S.
Those who request a response when they submit an ICE comment are given priority, and the representative for the directorate responsible is given 72 hours to respond, Goss said. Of the 169 response requests in the last two months, 98 percent received a response within three days, he said.
Besides offering feedback and suggestions for change, the ICE survey also helps Goss measure trends and general concerns of the Fort Benning population.
"If I'm consistently receiving comments on the same topic in a short amount of time, then we can begin looking at changes," Goss said.
When Goss received a lot of positive feedback regarding technicians working in housing areas, it led the housing office to institute awards for top performers.
Another change that resulted from feedback was wireless Internet at Uchee Creek Campground, he said.
People who use Access Control Point No. 1 at South Lumpkin Road noticed a big change recently when hours were extended to allow vehicles to exit 24 hours a day. Previously, the ACPs hours had been cut back to 6 a.m. to 1 p.m. Though the change wasn't a result of ICE feedback, Goss said it shows Fort Benning officials are willing to listen and act.
"Anytime I leave post, I go that way because it's much shorter to get to my house," said Owen Ditchfield, president of the South Columbus Concerned Citizens.
Ditchfield contacted post officials about the reduced ACP hours in hopes they would change them.
"Most people who shop at gas stations and grocery stores do it on the way home," Ditchfield said. "When the gate hours (were reduced), it adversely affected the businesses along South Lumpkin Road and people who shop there so I suggested a device to allow people to exit."
Custom-made tire shredders were installed at the ACP last month, proving "Fort Benning listens when people make suggestions," Ditchfield said.
The ICE survey can be accessed at 74 locations on post or by visiting http://ice.disa.mil/index.cfm'fa=ice_main.
Teen Focus group
A teen focus group will be held in mid-January. Teens will have the opportunity to give feedback about activities on post and activities they would like to see added. Fifteen to 20 teens are needed. The session will be held on a Saturday, but no date has been set. For more information, call 706-545-5267 or e-mail Bernard Goss at Bernard.Goss@us.army.mil.