The Joint Base Myer-Henderson Hall Plans, Analysis and Integration Office is initiating a new effort to get feedback from the joint base community through the Interactive Customer Evaluation (ICE) program.
ICE uses a brief survey that asks community members, whether they're active duty service members, family members, retirees, civilians or visitors, to rate their experiences at the joint base as well as the services they received. The survey allows users to rate broad aspects of their experience, like the base's appearance and whether they were satisfied, and more specific elements, like the organization that helped them and the kind of service they needed.
Emily Mihalik, PAIO installation specialist, said the purpose of the new push is to gather more constructive feedback and change the community's preconceived notion of what ICE is actually for.
"At the moment people are interpreting it as a complaint form," she said. "We want people to see it more as an opportunity to make the base a better place."
The hope is to increase participation in order to gather more data for quarterly reports that departments can use, according to Mihalik.
"We want to increase participation because individual departments can use that data to improve their services," she said.
PAIO currently gets about 200 comments per quarter, according to Mihalik. Her goal is to increase that number by 50 percent.
She also hopes to get customers' overall satisfaction ratings to increase. As of now, many people taking the ICE survey don't fill out the section that asks if they were satisfied with the service they received, Mihalik said.
"We want to get satisfaction ratings up," she said. "Increased participation is how we get more data. Plenty of people write glowing comments on their cards but don't tick the satisfied section."
Mihalik said PAIO is producing posters, speaking at staff meetings and holding training sessions with service providers around the joint base.
"I don't think people realize this is a direct link to the commander," she said. "It's a great way to get your voice heard."
The ICE survey is available online and on paper comment cards at the various departments around the base.
"When you're interacting with a customer and it went well, think about giving them a comment card," Mihalik said.
Ultimately, use of the ICE program directly correlates to improving the joint base for everybody, according to Mihalik.
"It's about customer service," she said. "Greeting somebody at the front gate, that's customer service…Better customer service will make JBM-HH a better place. If you look at how businesses are run, when customer service is good, everything else works better as well."
For more information or to take the ICE survey, visit JBM-HH's ICE program at http://go.usa.gov/cpeEJ or email Emily Mihalik at emily.a.mihalik.civ@mail.mil.
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