By Col. Douglas S. Mulbury, Commander, U.S. Army Garrison-HawaiiJuly 26, 2010
(Editor's Note: The "Ask the Commander" program is designed as a communication tool to allow Soldiers, civilians and family members to get concerns addressed and questions answered by the garrison commander. All submitted questions go directly to the garrison commander; directorates and support staff research queries and provide responses to the commander.)
ICE program geared at improving customer service satisfaction
During the last several months, U.S. Army Garrison-Hawaii has recommitted itself to the customer relationship, striving to provide the best service and support we can to our military community, in the most professional, positive and polite way that we can.
While our attitude and approach is part of our commitment, we know that we can only provide the best service if we're meeting the needs of our customers.
Without our customers' input, we are what has been described as a "self-licking ice cream cone." That is, we can't say we're doing well just because we think we're doing well. Our customers have to tell us.
While different methods are available for our customers to provide input, USAG-HI is renewing its emphasis on one of the easiest, most direct methods for customer feedback: the Interactive Customer Evaluation program. ICE is a Web-based program designed to allow an individual to comment about a specific garrison service area.
Every comment submitted through ICE is automatically and immediately e-mailed to the manager of the service area. Our goal is to respond to every comment, in which customer contact information is provided, within three business days.
In the past, we've missed our mark, but we've improved considerably, following-up on almost 100 percent of the comments submitted.
We receive a broad range of comments from our customers. In June alone, our customers told us their concerns about security spikes that were installed at our installation access points, the quality of food at our local clubs, the amount of time it takes to receive service support, about illegal parking, as well as a myriad of other issues.
We welcome all comments from our customers, as we're unable to correct a problem if we don't know it exists. Also, your feedback gives us an opportunity to help educate our community on a process or even a misperception.
We also receive positive comments about our staff or support services to our military community, especially during periods of deployment.
In fact, most of the comments we receive through ICE are positive. In June, 81 percent of customers who commented on our service were satisfied, with only 18 percent dissatisfied. We're working hard to improve - 81 percent is good, but we're striving for excellence!
Not all customer concerns can be resolved quickly through ICE. Those issues that require additional resources or analysis will be forwarded to the Installation Action Council, a community forum that discusses installation-level issues that are of interest to the local military community.
Still, ICE is the most immediate way a customer has to let us know how we're doing. Individual comments help us to correct a specific situation, and all comments, taken collectively, help us to identify common themes or trends in our services.
In the coming months, look for a new ICE marketing campaign to roll out reminding you, our customers, that your input is truly valuable to us. Our slogan will be, "Tell us what you think. Say it on ICE."
Our commitment is to listen.
To submit an "Ask the Commander" question, send an e-mail to AskTheCommander.email@example.com.
For more information, call Ophelia Isreal (808-655-9033) at Customer Management Services, or call Aiko Brum (808-656-3155) or Jack Wiers (808-656-3489) at U.S. Army Garrison-Hawaii Public Affairs.