Improved service is rooted in customer feedback

| July 4, 2014 | 0 Comments

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Russell Mathias
U.S. Army Installation Management Command
SAN ANTONIO — Installation Management Command staff at every garrison, region and the headquarters remain focused on the most efficient and effective service for all customers.
However, IMCOM depends on those who use its services to inform our staff of ideas for improvement or to provide feedback on the services received.
The best tool for this purpose is the Interactive Customer Evaluation, or ICE system.
ICE collects feedback on services provided by various organizations throughout the DOD, allowing customers to submit comments online to rate their level of satisfaction. This feedback is critical in identifying what is being done well and needs to be sustained, and what needs improvement. It also assists organizations in tracking their performance levels and determining where to focus limited resources.
Positive ICE comments are the highlight of the day. IMCOM’s goal is to exceed expectations, and its staff always appreciates hearing from customers. However, not all feedback is positive.
Negative comments about IMCOM processes or interpersonal relationships provide us the information necessary to modify them and improve. However, not all comments received provide sufficient detail for IMCOM staff to take necessary action. It’s estimated that approximately 20 percent of comments fall into this category.
When a customer chooses to leave contact information, it’s simple for the service provider manager to contact the customer and obtain the necessary information. But, when the customer chooses to remain anonymous and does not leave sufficient information to identify the issue, IMCOM staff cannot take action and the comment is rendered useless. Customers can help by providing as much specific information as possible.
A general rule of thumb is to answer the five Ws and H: Who, What, When, Where, Why and How. Providing specific information, even if a customer wishes to remain anonymous, enables IMCOM staff to better resolve customer concerns.
Please take the time to let IMCOM know how it’s doing. The number of ICE comments IMCOM receives has slowly decreased over the past year and the trend should be reversed. It takes less than a minute to fill out the standard six questions on the ICE website, and customers are always welcome to add additional information in comment spaces provided.
Be assured that all comments and information are secured and kept confidential.
To assist in navigating to the service provider, note that on every site or organization home page, there are two convenient features at the very bottom of the page. The first is a ”Show all” link that displays every service provider alphabetically for that site. The second is a ”Service Provider Summary Report” for customers to see how each service area is performing based on ICE comments received over the previous 90-day period.


Put it on ICE or the Survey
•Visit the ICE website at and choose your site by branch of service.
•Let U.S. Army Garrison-Hawaii know how it’s proceeding. Through July 16, take the survey at


(Editor’s note: Mathias works in the Plans Division Customer & Business Excellence Branch at IMCOM.)

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Category: Installation Management Command, News

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