Interactive Customer Evaluation

Response to Customer Comments Regarding ROM:

We have received several comments regarding the restriction-of-movement (ROM) procedures in family housing, temporary lodging, and around base.

We have recently published guidance as a note on the NAS Sigonella Facebook page and further information is available at https://www.c6f.navy. mil/COVID-19/

We remind everyone that these are lawful standing orders based on higher DoD orders in conjunction with national and international regulations. Violations of these orders may result in disciplinary action under the UCMJ and/or administrative action for those not subject to the UCMJ. As always, one of our priorities is safety, so please continue to abide by all COVID-related requirements.

Customer Comments Regarding Gym Limitations for Dependents and Civilian:

I’ve seen that group fitness classes are being reimplemented at the Nas 1 gym and I’m questioning why a group setting class comes before active duty spouses and dependents being allowed back daily? As of now we can only go to use the gym facilities every other day depending on our last name. I would have thought that allowing people to resume everyday attendance where they can still distance would come before a allowing people to group up in a class. Thanks for your time in this matter.

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Is it possible to allow patrons to use the NAS 1 gym every day regardless of last name? Every time I have gone, there are less than 7-8 people at most. Perhaps allowing a first come, first serve approach or opening up the space to everyone during late morning/early afternoon when it is less busy?

Response:

Thank you for taking the time to express your concerns about limitations on fitness facilities. We are happy to announce that the NAS I Fitness Center and the NAS II Fitness Center are now open to all eligible patrons regardless of name/last day, with a reservation. This change, along with the group exercise classes, will provide dependents and civilians more opportunities to work out during the week. If you have any additional questions or concerns, please feel free to contact our Fitness Director, Elizabeth Leonard, at 624- 0504 or at Elizabeth.leonard@ eu.navy.mil

Response to Customer Comments Regarding Early Pool Closures:

We have received comments regarding lifeguards closing the pools earlier than the posted hours. Thank you for reaching out about your concern of our aquatics center. Our pools have designated closing times, and there would have been no reason to close the pool earlier. I’m sorry you had that experience. We will make sure the lifeguards are given clear directions that customers are allowed inside the facility until the closing time. If you have any other concerns, please reach out to Elizabeth Leonard, Fitness Director at DSN 624-0504.

Customer Comment Regarding MVRO:

When people are PCSing, purchasing vehicles, selling them, trying to renew road tax and get everything needed to abide by the law when operating vehicles it makes it harder to understand why they have shorter hours when we need them most. You are required to call to schedule an appt because walk ins are not allowed but they NEVER answer the phone. Then I get an appointment and they schedule me before lunch and as soon as I get there they continue to take lunch orders and insist that I MUST WAIT because its almost lunch when they scheduled me for that time. Why do we get emails to update insurance and pay road tax but they are never available and with a 0800-1300 they get a lunch when I am trying to set aside time to get things done. UNACCEPTABLE and very unprofessional but I assure you if for any reason they are unable to see me, they will still cut my gas card and email me about not following up faster than you can imagine.

Response from Jenna Towers, MVRO Director:

Thanks for taking the time to provide your comments concerning your recent experience at the MVRO. Your feedback is extremely important to the Command in letting us know where we can improve delivery of services to youthe Customer.

While the COVID pandemic has unfortunately reduced MVRO’s office hours, it has not limited our customer service responsiveness. Walk in services are currently being provided Monday- Friday 0800-1300. Please refer to the most current NASSIG All Hands Messages in your email for the most up to date information or any future changes to our operating hours or services.

At this time we are in the process of implementing an automated prompt system designed to answer general questions regarding the services the MVRO provides as well as a voicemail system, which ideally will alleviate any future unresponsiveness issues. In the meantime, we greatly apologize for missing your call and its undue inconvenience.

As always, if you are not able to reach us by DSN, inquiries are encouraged to be sent via email to nassigmvro@ eu.navy.mil where it will be met with a response.

With respect to your comment surrounding your lunchtime appointment- you are correct. Your appointment should have begun at its scheduled time. Please keep in mind, however, that not all employees provide the same services and that our appointments are scheduled at specific intervals to allow adequate time for transactions to be accomplished. Without specifics on your initially scheduled slot and incurred wait time, it is difficult for me address.

We will, however, try to mitigate this through employee training to ensure that you have as smooth an experience as possible when you visit the MVRO.

Finally, in any case where a less than professional interaction with a member of the staff occurs, it should be immediately brought to the Supervisors attention or to the attention of the Security Officer so it can be addressed.

Customer Comments Regarding Hours of Fitness Facilities:

We have received numerous comments about the hours of fitness facilities here at NAS Sigonella and we thank you for reaching out about your concerns. Regarding the fitness center hours, we understand that the current hours of operation are more limited than in the past, but low staffing levels and increased COVID-19-related cleaning requirements have restricted our schedule. Fortunately, we will be onboarding additional staff members during the next few weeks and we are happy to inform you that, barring any additional changes or restrictions, the fitness center hours of operation will be expanding in the near future.

Regarding the pool hours, with weekend recreational swim coming to an end on September 7, the number of lap swim lanes will increase, providing more opportunities for active duty service members to utilize that service. For the winter season, which began on September 1, the lap swim hours will be as follows:

NAS I: Monday through Friday from 1100-1300 and 1500-1800.

NAS II: Monday through Friday from 1100-1300, Monday/ Wednesday/Friday from 0530-0830, and Friday from 1500-1800.

These hours are identical to last year’s. As it stands, we only have enough lifeguards to accommodate morning lap swim at one pool facility, and we chose NAS 2 for morning lap swim to accommodate the large population of service members that work and reside there. If you work early at NAS 1 and cannot make it to NAS 2 for morning swim, we encourage you to utilize the NAS 1 lunch swim hours (1100-1300) or afternoon/evening lap swim hours (1500-1800).

We understand that our hours may not meet everyone’s needs. If your situation does not allow you to use the gyms or pools, we encourage you to download the NOFFS app which will provide an array of workouts that can be done outside of a fitness center to achieve the same effective results. If you have any other concerns, please reach out to Elizabeth Leonard, Fitness Director at DSN 624-0504.

Customer Comment Regarding The Signature:

I have been onboard now for about 8 months and I was told that the Signature used to be in print format instead of online. Being an older woman I enjoy reading paper instead of a computer screen. Can we readdress this and go back to printing the Signature? I can also use the paper to start my BBQ grill which is a plus after I read it!

Response from PAO:

Thank you for your question. As has been previously discussed, there are several benefits to the switch to an all-digital format: we have reduced our environmental impact, we are able to provide higher quality coverage, and we have improved our online experience. For example, on the Issuu publishing platform, our readers are able to zoom in to enlarge text as well as access mobileoptimized articles on their phones.

If you prefer to read The Signature on paper or start your BBQ, we recommend printing the PDF at https://www.cnic.navy.mil/regions/ cnreurafcent/installations/nas_ sigonella/news/The_Signature.html or buying a propane grill :).