As a Fort McPherson or Fort Gillem Soldier, employee, resident, military retiree or Family member, you're also a customer we serve.
Whether you're enjoying a meal on post, getting your ID card renewed, visiting the clinic or performing countless other actions, you're using our services, and I want to ensure those services are the highest quality we can offer - from the friendliness of our employees to the availability of service.
There are ways, both informal and formal, in which you can ensure your voice is heard. Informally, you can tell the individual assisting you how well he or she did. You can tell his or her supervisor, too.
While this feedback is important, there are also more formal ways to tell me and my directors what level of service you're receiving.
Customer comment card boxes are located in facilities throughout Fort McPherson and Fort Gillem. Blank cards are available on the sides of the boxes - customers can complete the cards and either place them in a slot on the top of the box or mail the cards (my address is provided on the outside of the card). Comment cards are yellow on Fort McPherson and blue on Fort Gillem.
Members of the U.S. Army Garrison Plans, Analysis and Integration Office (PAIO) collect comment cards twice a month.
Once collected, cards with negative comments are sent to the servicing unit's director with a deadline to respond to the customer within 48 hours. The director's feedback is then provided back to the PAIO staff and to me.
Cards with positive feedback are also sent to the servicing unit's director so that he or she can determine ways to recognize employees who excel. Comment cards are then kept on file in PAIO.
If you'd prefer to vocalize your comments, take advantage of the customer hotline. You, our customers, can call the hotline 24 hours a day at 404-469-5959. When you call, a recording will ask you to leave your name, a daytime telephone number and your message.
When a message is left, the PAIO staff types the information and provides it to the servicing unit's director and to me.
Directors have 48 hours to respond to the customer. Feedback can also be provided electronically using a system called ICE, which stands for Interactive Customer Evaluation. ICE is a program that allows customers worldwide to rate services provided by DoD facilities and organizations.
Customers need only Internet access to be able to use this system.
To comment on Fort McPherson and Fort Gillem services, visit http://utindpa3.okc.disa.mil/index.cfm'fa=site&site_id=448.
To see a service provider list, click on the service category that best describes the service you received.
When the service provider list displays, you can click on the service listed under "Comment Card" to receive an electronic comment card to complete. When you've finished, click the "Submit Comment Card" button.
From the service provider list, you can also get information on that service and see a report of how others have rated that service.
Directors of the services listed receive an e-mail message letting them know how they were rated and giving them the opportunity to see your comment card and respond to you directly. They can also get a sense of how well their services are supporting their customers and can make adjustments to provide better service, if warranted. Many professionals also have the ICE address to their activities listed at the bottom on their signature block on e-mail messages.
Feedback is extremely important.
While no one likes to hear bad news, I'd rather know there's a problem I can work to improve than for customers to be dissatisfied in silence.
Let's not forget that your feedback can be positive, too.
Our employees are working extremely hard under sometimes rough conditions - short staffed and with limited resources.
That the majority of these employees can still provide exceptional customer service is a testament to their professionalism.
When you receive great customer service, spread the word. While the employee will undoubtedly enjoy hearing that he or she served you well, inform his or her supervisor, too. And consider showing your satisfaction through customer comment cards, the customer hotline or ICE so formal recognition can be made.
Customer service is our number one priority ... help us ensure you receive the service you so richly deserve.
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