By Robyn Mack
USAG Stuttgart Public Affairs
In fiscal year 2015, U.S. Army Garrison Stuttgart community members submitted more than 6,400 Interactive Customer Evaluation (ICE) forms to share accolades and suggestions to service managers.
The web-based customer feedback system, founded in 1998 at the U.S. European Command here, is used across the Department of Defense to enhance the communication of customer wants and needs to the service provider.
“[ICE submissions] recognize people that do good things and highlight areas that can be considered for improvement,” said William Crane, USAG Stuttgart’s Plans, Analysis, and Integration Office chief.
According to Crane, whose office manages the ICE process for USAG Stuttgart, using the system is the best way to make sure good and bad experiences are brought to the command’s attention. In addition, all ICE comments and service responses are reviewed by the USAG Stuttgart Commander, Col. Glenn K. Dickenson.
“Last year Stuttgart achieved an 89 percent satisfaction rating,” said Rosalinda Davis, the ICE program manager. The satisfaction rating is calculated using ratings from the questionnaire and the service provider’s turnaround time on responses. If comments aren’t addressed within 3 business days, Davis reminds managers that a response action is needed so that USAG Stuttgart achieves 100 percent acknowledgement.
Crane and Davis reminded customers, if they want to receive a direct response to their comment card, they must include their valid contact information.
“The quickest way for a customer to start the process is by using the electronic comment card,” said Crane. Paper comment cards can take up to two weeks for processing.
People can share details of their experiences by logging on to www.stuttgart.army.mil and selecting the “ICE” logo. A list of all service providers is available there. If customers aren’t sure which service category is correct, Crane suggests putting in a “General Site Comment” which his staff later reassigns to the correct service provider.
Davis said the system is easy to understand and use, and allows people to comment on services at any of the five USAG Stuttgart installations – Panzer Kaserne, Patch Barracks, Kelley Barracks, Robinson Barracks and Stuttgart Army Air Field.
Through the community’s use of the ICE system, USAG Stuttgart has made service enhancements including online appointment systems for the vehicle registration, vehicle processing and the passport office; as well as justifying gate hours for the Panzer Kaserne back gate during school days to ease traffic congestion.
People in need of emergency response or assistance should not use ICE, contact the Military Police Help Desk at 0711-680-5262, or for emergency housing issues, call 0711-7228-6200.