Commentary

January 24, 2014

Help IMCOM improve, tell us about Fort Huachuca, services

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Russell Matthias
U.S. Army Installation Management Command ICE Site Administration

A U.S. Army Installation Management Command employee demonstrates the use of the Interactive Customer Evaluation system to coworkers. Through ICE, customers can rate products, services and leave suggestions for IMCOM leaders.

SAN ANTONIO — As a customer, have you ever felt the need to have your voice heard — whether to recognize great service, point out a concern or make a recommendation? Customers now have the opportunity to share their thoughts and help U.S. Army Installation Management Command, or IMCOM, provide world-class customer service.

Customer feedback is a critical element to ensuring that IMCOM provides the highest quality programs, services and facilities to service members, Families and Civilian employees — in keeping with their service and sacrifice.

The Interactive Customer Evaluation, or ICE, system is IMCOM’s primary means of receiving feedback directly from its customers. In fact, IMCOM receives nearly a half million customer comments each year. ICE empowers customers to make a difference in how IMCOM delivers products and services, by offering recommendations and bringing up issues. Customer comments also help the command to prioritize and refocus installation services and support to meet changing requirements.

Between August 2012 and July 2013, nearly 393,000 customers rated their satisfaction with IMCOM products and services at 93 percent overall. There’s still room for improvement and with all IMCOM service provider managers engaged, your comments will be seen and heard.

All IMCOM service providers are required to review and follow-up on every comment regardless of whether the customer asks for a response or not. Though it’s not required, we highly encourage customers to provide their contact information when submitting a comment card through ICE, so we can provide immediate feedback.

Every organization strives for 100 percent customer satisfaction and continual feedback helps identify and work on those areas that need improvement.

ICE is available to every customer who uses IMCOM services — Soldiers, Sailors, Airmen, Marines, Coast Guardsmen, active duty, Guard, and Reserve, their Families, as well as veterans, retirees and Civilian employees. By sharing honest feedback, together we can work to improve service delivery and achieve IMCOM’s goal of providing world class customer service.

Visit www.ice.disa.mil and let your voice be heard.

Those with IMCOM customer-service related questions, comments, or concerns should contact Alexandra Smith, Fort Huachuca ICE program manager, 533.9263, or contact the IMCOM headquarters customer service excellence team at 1.210.466-0284, 1.210. 466.0279, or 1.210.466.0255.




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