RANDOLPH AIR FORCE BASE, Texas –
People who distribute goods and provide services or support to customers are interested in gauging their customers' reactions.
Through the Interactive Customer Evaluation, a computerized feedback tracker, customers can quickly provide feedback on their experience.
An initiative by the 12th Mission Support Group here at Randolph seeks to generate more usage of ICE, which has been in service over five years but is thought to be underused.
"We want to let more customers know that this is the place to go for their comments and suggestions," said Shelta Reese, 12th Services Division marketing director and base administrator for the ICE Web site.
To utilize ICE online, customers can visit http://ice.disa.mil and follow the prompts. While the 12th Services Division has gotten the most hits on the system, the goal for the mission support group is to generate commentary on service provided by other areas like security forces, contracting, communications squadron and civil engineering, to name a few.
"We get far too few comments through the ICE system," said Tina Gumbs, 12th Civil Engineering Housing Program manager. "The surveys done are not valid without an adequate number of responses. We are out there ready and eager to hear comments from customers. We hope more people begin to use this system because it is both beneficial and easy."
While many offices around Randolph have their own comment cards for customers to fill out, the ICE system is seeing more usage in some areas, base officials said. It is possible to fill out comment cards on home computers or most anywhere away from base.
"The positive thing with filling out an ICE comment card on the Internet is that a person can take more time to think about what they want to say," said Master Sgt. Frank Ramirez, 12th Security Forces pass and registration technician. "The ICE feedback system is a tool for us to better our performance and a way for us to interact with our customers and find out what they are thinking."
ICE, although based in Department of Defense offices in Washington D.C., automatically generates e-mails to Randolph-based unit managers, notifying them of any submitted commentary.
"The system puts the information back into the hands of the people who need to see it - the office managers of the various shops here on Randolph that then use the commentary and suggestions to improve the way they serve," said Ms. Reese.