Garrison ICE program provides feedback

Lori Egan, Fort Benning Public Affairs

FORT BENNING, Ga. – During the April 14 Garrison Facebook town hall, Garrison Commander Col. Matthew Scalia referenced the ICE program as a way to communicate with garrison agencies.

The Interactive Customer Evaluation program, commonly referred to as ICE, allows customers to rate the service they get from post agencies, said Terry Stringfellow, the Garrison program manager.

“It’s a great way to let the command know what’s working and what needs improvement,” Stringfellow said.

All Installation Management Command agencies on Fort Benning allow for this feedback, Stringfellow said. The website is https://ice.disa.mil, select Fort Benning and then choose the appropriate service.

“We average about 30,000 comments per calendar year,” Stringfellow said. “We get a lot of positive feedback regarding housing maintenance. From January to March, they’ve had a 98 percent satisfaction rate.”

ICE is a great tool to measure customer satisfaction, Stringfellow explained. Comments come to him and he sends them to the appropriate service provider for action.

“Not everyone wants a response, but those who do should receive it within a 72-hour window of time,” he said. “ICE comments have impacted major change across the enterprise, from changing service hours, to who can do what and where, to the way services are provided.”

With the COVID-19 pandemic, IMCOM headquarters made the decision not to make a COVID-19 specific comment to make sure the focus of ICE remained on garrison activities, Stringfellow said.

During the garrison town hall, a resident asked if off-post grocery stores could delivery to homes on post because of Health Protection Condition Charlie and the Trusted Traveler Program being suspended.

The colonel advised the resident to use ICE program so garrison can track the issue.

Which is just what Stringfellow wants.

“Please communicate with us, we love hearing recommendations from our community,” Stringfellow said. “Feedback is a gift and we can only get better with your input.”