SCHOFIELD BARRACKS, Hawaii -- Providing personalized customer service and responsive feedback for the garrison are top priorities.
The Plans, Analysis and Integration Office, U.S. Army Garrison-Hawaii, is committed to facilitating quality service delivery.
The office welcomed its newest team member, Roselina Stone, who will continuously gather customer input to help garrison leadership identify and resolve service issues at the installation level.
Stone will use various methods, including online systems, community surveys and public forums to respond to customers.
-SIM and Resident Advisory Panel. The garrison collects customer input through monthly Spouse Information Meetings, in both the north and south communities, and through the Island Palm Communities’ Resident Advisory Panels.
-ICE. Perhaps one of the garrison’s best-known feedback mechanisms is the Interactive Customer Evaluation, or ICE, system. ICE provides all members of the community with a reliable and convenient online method to give direct feedback to garrison service providers at any time.
In addition, ICE gives service providers a tool to help gauge their customer service levels, keep track of customer concerns and discover any systemic issues early in the process. Leaders can also use ICE to identify and reward exceptional performance.
-Town Halls. USAG-HI’s town halls, including live TV2 town halls, have provided real-time input from the customer population. These town halls often include social media outlets, like Facebook and Twitter, to make feedback more practical for customers.
-IAC and AFAP. Another venue is the Installation Action Council, which is a quarterly meeting designed to resolve garrison-level issues gathered from the community. Members include a Soldier and spouse representative from each brigade and command on island, plus representatives from constituent groups such as retirees, veterans and single Soldiers.
The IAC discusses community issues that can’t easily be resolved at the provider level. Garrison leaders then prioritize these issues for resolution. Issues beyond the garrison’s scope continue to be worked through the Army Family Action Plan process. IAC and AFAP work hand-in-hand to answer the concerns of the entire community.
-Surveys. Lastly, PAIO sends out periodic surveys to the community and tenant units to identify what is being done right and what still needs improvement in the garrison environment. Community members’ and tenant units’ participation allows for a 360-degree view of services and helps shape those services.
PAIO’s customer relations section will also conduct surveys on an as-needed basis, whenever a service provider wants a more focused view on a given service or product.
Communication is the key to success for all these methods. All service members, families, civilians and contractors need to participate in the communication process.
All issues are welcome.
USAG-HI staff will work diligently to resolve them through whichever path is most appropriate. Regardless of what process is used, results will be shared with the community.
The garrison is customer-focused and feedback-driven. Our commitment is to always provide a professional, polite and positive experience, while working together to do what is right for our customers and each other.
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