Customers
who use services provided on Joint Base San Antonio installations, such as the bowling
alleys, the ID card facilities, the child development facilities and many
others, have been submitting complaints, compliments and suggestions for
improvement via the Interactive Customer Evaluation, or ICE, system to let
managers and leaders know what is working well throughout JBSA and should be continued,
as well as what services provided on the installations could use improvement.
If
you haven’t submitted an ICE comment yet, you are missing your chance to be the
voice of major change for JBSA.
Submitting
an ICE comment is quick, easy, and can be done at any time from any computer or
device with internet access at http://ice.disa.mil.
Want
to make sure JBSA leadership hears your voice loud and clear? Here’s some tips
for making the most of your ICE comments:
Comment often
Try to comment
on each and every service you use throughout JBSA. Whether you receive service
at the gate, a childcare facility, the bowling alley or one of the numerous
other services on a JBSA installation, we want to hear about your experience.
Managers
and leaders depend on constant feedback to continually improve services and best
meet their customers’ needs. Since ICE comments take little time to submit, you
can make a list of services you have used on the installation and submit them
once a week, or submit them as you visit the service.
Don’t just complain
… compliment!
Submit ICE
comments when you receive great service, not just when you have a complaint. Doing
this helps managers know what is working well and should be continued. It also
helps managers and leaders give those employees who are providing great service
the recognition they deserve.
Give the benefit of
the doubt when commenting about employees and service
Everyone has a
bad day now and then. Sometimes services are at the mercy of others to fix
problems with their facilities. Maybe a service is short staffed due to
circumstances out of their control. However, if you visit the same service
numerous times and encounter the same issue repeatedly, it is probably time to
submit an ICE comment.
Always give your
name and contact info and request follow-up if you would like an update
There will
probably be some situations when you won’t feel like giving your name, but rest
assured that when you submit contact information, it is – per Department of
Defense ICE Policy – not to be used for retaliation.
By
giving your contact information and requesting a follow-up, you are telling
management that this is something that is important to you.
If you’re commenting on an issue you need help with, receiving
follow-up ensures you receive the help you need.
For example, if you submit an ICE comment regarding a problem with
a travel voucher, but don’t leave contact information, management can’t look
into your situation further or provide you a response or update concerning your
situation.
If you are complaining about something less life changing – such
as an area of grass you believe needs to be mowed or overflowing trash bins –
you give the message to the reader that this is something you really want to see
fixed.
If you don’t say
something, others might not either and the problem will likely never be fixed
If everyone
depends on someone else to speak up, managers and leaders may never become
aware of an issue. Managers should know what their employees are doing and what
kind of service their organization is providing, but since they can’t be
everywhere all the time, they rely on your help to know if something needs
improvement.
By
using these simple tips when submitting your ICE comment card, you can provide
thorough feedback which can be critical in making changes in services provided
to everyone at JBSA.
You
can be the voice of change. For questions or more information about ICE, call
221-2543.