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NEWS | Dec. 23, 2013

Timely ICE feedback helps improve worldwide customer service

By Alex Salinas Joint Base San Antonio-Randolph Public Affairs

At Joint Base San Antonio, people have the opportunity to voice their experiences with services ranging from dining and lodging to security and transportation with the Interactive Customer Evaluation website, better known as ICE.

The digital suggestion box allows Department of Defense customers worldwide to post suggestions via electronic comment cards to rate products and services provided by DOD offices and facilities worldwide.

"Customer service is even more important as we move forward in this tight fiscal environment," Shelta Reese, JBSA marketing director, said. "Customers are the cornerstone to many activities, so we need to ensure we provide the level of service that will keep them coming back."

To give feedback on ICE, customers must visit http://ice.disa.mil/, select the correct military branch and location, and then click on a service category. From there, they choose a service provider on an alphabetized list and rate them on qualities such as timeliness of service from "excellent" to "awful." They also have the option to leave comments and recommendations up to 4,000 characters long.

"Most comment cards have less than 10 questions," Reese said. "Leaving personal contact information is not required unless customers would like a response. If customers ask for a follow-up response, service providers will do so within three business days."

Customer comments are always taken into consideration, Reese said, as managers strive to improve their operations.

According to JBSA's ICE webpage, "our vision is to be 'our customers' first choice.'"

If a specific service cannot be found, submit comments using the "Site Suggestion, Questions, Comments" link located at the bottom of the page. Remember to checkmark "Response Requested" and provide contact information for a manager to follow up on comments.

To access JBSA's ICE site, visithttp://ice.disa.mil/index.cfm?fa=site&site_id=1024&dep=DoD.