FORT NOVOSEL, Ala.-- The Interactive Customer Evaluation (ICE) system is a web-based platform provided by the Department of Defense, enabling customers to share feedback on services available at Fort Novosel. This system plays a crucial role in driving continuous improvements in service quality.
Who Uses ICE?
While not every service provider at Fort Novosel utilizes the ICE system, the majority of garrison service providers are represented. This makes it a key tool for gathering feedback across various services.
Purpose of the ICE System
ICE allows customers to provide instant feedback on several aspects, including facility appearance, staff attitudes, service timeliness, operating hours, and overall satisfaction with the service. Customers can also use ICE to commend exceptional service, suggest areas for improvement, and highlight where services may not have met expectations.
What ICE is Not For
It is important to note that ICE is not intended for internal employment grievances, business solicitations, rumor spreading, public announcements, spam distribution, threatening communications, reporting a crime, or SHARP complaints. Army has official websites and procedures in place that you can utilize to submit other types of complaints (i.e. https://www.dodig.mil/, https://www.safehelpline.org/ , https://www.cid.army.mil/ , Commander’s Open Door policy, etc.). Comments not pertaining to services rendered are considered a misuse of ICE and will be deleted.
How to Provide Actionable Feedback
For feedback to be effective, it should be actionable. This means providing specific details like who was involved, what happened, when and where it occurred, and offering clear suggestions for improvement. By following these guidelines, customers can offer comprehensive feedback that can significantly impact service enhancements at Fort Novosel.
The Importance of Contact Information
Including contact information when submitting feedback is vital for actionable comments. While ICE allows for anonymous feedback, leaving your contact details enables managers to reach out for further clarification, fostering effective two-way communication. If anonymity is a concern, consider using a personal email address or phone number for any necessary follow-up.
Requesting a Response
Customers have the option to request a response from management through the ICE system. This ensures that any issues needing attention receive the necessary follow-up. To request a response, customers should check the appropriate box in the ICE form. Fort Novosel Garrison guarantees that if a response is requested and contact information is provided, customers will be contacted within three business days.
Importance of Satisfaction Ratings
Answering the satisfaction questions on the ICE form helps feed accurate data into the Army’s customer service tracking systems. Honest feedback is essential for Army leaders to identify areas where additional resources are needed.
How to Submit an ICE Comment
Submitting an ICE comment is straightforward and can be done anytime from any internet-connected device. Customers can access the ICE link at https://ice.disa.mil, scan a QR code posted around the base, or use an ICE drop box. Comments left in the drop boxes are collected and entered into the ICE system as written.
Selecting the Correct Service Provider
One challenge in leaving feedback is selecting the correct service provider. Start by entering "Fort Novosel" in the search box at https://ice.disa.mil. Once on the Fort Novosel installation portal, use the search bar to find the relevant service provider. If the correct provider isn’t listed, select the "General Site Comment" link, and the Fort Novosel Garrison Plans, Analysis, and Integration Office (PAIO) will redirect the comment to the appropriate manager.
Contact Information
For any questions, comments, or concerns about the ICE system at Fort Novosel, contact PAIO at (334) 255-0853 or provide feedback directly through the ICE system at https://ice.disa.mil/index.cfm?fa=card&sp=110282&s=72&dep=*DoD
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