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Service Culture Campaign

Tuesday, June 19, 2018

What is it?

The Service Culture Campaign is a sustained readiness plan and operation launched by the U.S. Army Installation Management Command in 2017. The campaign is key to developing highly effective teams capable of supporting installation senior commanders and Army readiness requirements. It is built upon the premise that excellence in customer service is a byproduct of how employees are treated, establishes an environment where employees have engaged leaders, feel valued, are loyal to the organization, and treat each other respectfully.

The Service Culture is vital to help the Army adapt to a changing environment characterized by reduced resources and instill a culture (shared value) of service excellence in the workforce in order to maintain readiness.

The campaign indoctrinates a culture of service excellence through leader and workforce engagement; on-boarding programs that welcome and integrate newly assigned Soldiers and civilians to IMCOM; employee recognition programs that effectively further Army mission, goals and values; and standardized customer service training implemented garrison-wide.

What has the Army done / is doing?

IMCOM is ensuring that the foundations of service excellence are understood and applied at all echelons of the organization emphasizing junior leaders, first-line supervisors, and front-door service providers.

IMCOM organizations are assessing and revamping existing efforts associated with service excellence, leadership, communications, on-boarding, recognition, and integrating service culture principles into strategic plans.

IMCOM’s standardized customer service training program, Operation Excellence (OPEX), has expanded to include all IMCOM employees to help the workforce understand and apply service excellence principles.

IMCOM is currently ensuring all garrisons have enough OPEX facilitators to train the workforce by providing trainer certification courses in fiscal year 2018 and beyond.

What continued efforts does the Army have planned for the future?

OPEX refresher curriculum continues to be developed to ensure that the workforce stays focused on service excellence in the long term.

In FY 2019, IMCOM will conduct a second command-wide Customer Service Culture survey. This will help to evaluate the command’s success in establishing the conditions necessary for a culture of service excellence and determine steps for long-term program sustainment.

Why is this important to the Army?

The Army is facing continued reduced resources that have an impact on the amount and level of services it can provide. The Service Culture Campaign recommits leaders to basic leadership principles and ensures that the workforce stays engaged despite challenges. This translates into a workforce that is proud of providing services that drive Army readiness.


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June 2018

National Safety Month

June 26: White House Medal of Honor Ceremony for 1st Lt. Garlin M. Conner (#MedalofHonor)

June 27: Pentagon Hall of Heroes Induction Ceremony for MOH Recipient Conner

July 2018

July 4: Independence Day

August 2018

Aug. 26: Women’s Equality Day - Visit Women in the U.S. Army

September 2018

National Preparedness Month

Sept. 11: Patriot Day

Sept. 15- Oct. 15: Hispanic Heritage Month - Visit Hispanics in the U.S. Army

Sept. 30: Gold Star Mothers Day - Visit Gold Star Survivors