Joint Base San Antonio, Texas —
Customers who use services provided on Joint Base San
Antonio, 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. This lets 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
Want to make sure JBSA leadership hears your voice loud and
clear? Here are some tips for making the most of your ICE comments:
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 JBSA 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
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 service
providers are at the mercy of others to fix problems with their facilities.
Maybe a service provider 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
By giving your contact information and requesting a
follow-up, you are telling management this is something important to you.
If you’re commenting on an issue you need help with,
receiving follow-up ensures you get 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
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.