SCHOFIELD BARRACKS, Hawaii -- Customer service is everyone’s business, and it is one of U.S. Army Garrison-Hawaii’s core values " one abided by on a daily basis.
Customer service is more than performing a service for customers or even doing business with a smile.
Customer service is about putting hearts behind “pono” actions, that is, it’s being polite, professional and positive.
To ensure USAG-HI’s services are meeting the customer’s needs, the command is always looking for ways to better serve. One way Soldiers, families and civilians can help ensure this happens is to partner with USAG-HI by using the Interactive Customer Evaluation, or ICE, program.
ICE is a web-based application, designed to direct immediate customer feedback to USAG-HI service provider managers. ICE integrates customer feedback for all service providers, allowing the garrison to apply, sustain, report and improve services on this installation.
USAG-HI uses the ICE application for all service providers, managers, directorates and organizations associated with providing customer service to the garrison and the surrounding military community.
The ICE system collects and reports customer feedback, which helps USAG-HI determine its customer satisfaction levels for services provided by garrison facilities. Also, ICE obtains suggestions for improvement of services and identifies issues that affect customer service.
ICE also enables USAG-HI to facilitate relationships within its customer base. It allows customers the opportunity to submit online comment cards and provides managers the ability to collect customer satisfaction data in a timely manner and in a standardized format.
The ICE system is a convenient and efficient means to express opinions and receive feedback on program and service improvements, and it is available from any computer that has Internet access.
The ICE Program is also an effective tool for recognizing those agencies or individuals who have provided noteworthy customer service, which may result in personal recognition by Col. Douglas Mulbury, commander, USAG-HI.
Personal comments are important, and garrison values all input. While it is optional to leave a name, phone number or email address when using the ICE program, giving contact information is highly encouraged, so everyone can be personally contacted with an update about a submission.
USAG-HI encourages Soldiers, families and civilians to help determine what the garrison is doing well and in which areas it needs to improve upon.
For more information on customer service within USAG-Hawaii, email roselina.stone@us.army.mil or call (808) 655-9033.
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