Photo By Ana Henderson | The Interactive Customer Evaluation (ICE) program can be accessed from the Yuma...... read more read more
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One of the best ways to make a change is to speak up. Although sometimes speaking up can feel awkward if the topic is not positive. Or perhaps the experience is positive and you want to make sure it’s heard up the chain of command. This is where the Interactive Customer Evaluation (ICE) program can be a valuable tool.
The ICE program can be accessed from the Yuma Proving Ground (YPG) Sharepoint site and the Morale, Welfare and Recreation website and is intended to provide feedback to service providers at military installations and related facilities around the world.
“Filling out an ICE comment is a fast and easy way to provide welcomed feedback to service providers that will help them improve and provide better services to the YPG community,” remarks ICE Manager, Benjamin Rix.
Once a comment is submitted it gives the organization a starting point for improvement, “Every comment submitted is delivered to the Service Manager who can directly address any issues or concerns a customer raises. The comment is also visible to upper-level management to ensure appropriate measures are taken to correct and improve, or maintain and praise as necessary.”
Between March 2019 and March 2020 the YPG community submitted 173 ICE comments and during that same time frame YPG had nearly 80% satisfaction rating. While most think of ICE as an anonymous way to air their grievance, and it is, the tool is also a way to submit praise.
“Numerous positive comments have been submitted that recognized employees in the Cactus Café, ROC Garden Cafe, Military Personnel/CAC/ ID Cards, Visitor Control Center, NEC Help Desk and our Law Enforcement Services,” said ICE Manger, Lorra Greene adding, “The best comment recognizing someone through an ICE submission was for a Soldier assigned to YPG who performed the Heimlich maneuver on a lady choking during a function at the Yuma Civic Center. “
Customers can simply use the tool to make suggestions, examples of this are customers using the system to request different equipment in the Fitness Center and different menu items to choose from in their favorite eating establishments; those changes were accomplished.
When submitting an ICE comment one of the most important steps to remember is to identify the organization correctly. They can be found by using the search function or from the menu. Being accurate with this step is important, “A negative comment was given to ‘Official Mail and Distributions Center’ when the customer was really complaining about service from the Post Office, a service not under the ICE Program. In this case, the comment could not be transferred to the appropriate service under ICE and the negative comment affected the rating of the Official Mail and Distributions Center Service Provider,” explained Rix.
If you are unsure of which organization to select Greene says, “They can always submit it in the ‘General Site Comment’ or ‘Missing Service Provider’ selections and the ICE Managers will forward it to the correct Service Manager within the ICE system.”
Whether you are submitting your comment anonymously or including your name, all customers are encouraged to provide feedback.
| Date Taken: | 05.11.2020 |
| Date Posted: | 05.12.2020 15:07 |
| Story ID: | 369730 |
| Location: | YUMA PROVING GROUND, AZ, US |
| Web Views: | 126 |
| Downloads: | 0 |
This work, ICE system allows community to provide feedback on services, by Ana Henderson, identified by DVIDS, must comply with the restrictions shown on https://www.dvidshub.net/about/copyright.
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