U.S. Army Garrison - Main Post (Grafenwoehr) / Rose Barracks (Vilseck)
Boots on the Ground - CMS Update
VOLUME 1 / EDITION 1
CUSTOMER MANAGEMENT SERVICES
FY11 APRIL- MAY
Have you been ICED today? ICE is a web - based tool that allows Customers to make suggestions to improve Services and Programs, give praise to good Customer Service and voice concerns.
Bring on the Praise Kristall Inn- Comment: It has truly been a pleasure to have stayed in the Kristall Inn. Our housekeeping service have been the most easiest to speak with. And we were 100%+ satisfied with the up keeping of our room. This is certainly our recommended place to stay! Thank you so much. ________________________________________________________________________ Auto Craft Shop - Comment: The auto craft shop on Graf is a resource that is superior to any other. They helped my son learn many skills in the last few years and now that he is in college and I am on my own they have helped me maintain my car and even lawn mower. I learned how to change the oil and they were able to sharpen the blade which saved me 80E. All that with a smile and a most helpful and generous attitude. Kurt and Rudy are absolutely the best. They are consistently positive and helpful to everyone in my experience which goes back about 4 years. ______________________________________________________________________ Passports / ID - Comment: Katrina provided exceptional professional support. She was very personable and knowledgeable, she answered all of your questions helpfully. While helping us she took a call and was equally helpful to the person calling. _______________________________________________________________________ Military Personnel Division - Comment: Mrs Demaree helped me, I had arrived at 1603hrs straight from the PX after walking here. She helped me with my problem of getting a travel message so my Family can get here. I am extremely grateful for her assistance even though she could have easily turned me away since they were closed. I am extremely grateful for the service. ________________________________________________________________________
IN THIS EDITION
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Bring on the Praise………………………………………………..………………………..........
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We Heard Your Voice/Spotlight……………………..………………………………………..
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We Heard Your Voice /GMC Tracker………..……………………………………………..
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Promoting ICE is Everyone’s Business………..…………………………………………….
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ICE Stats……………………….………………………………………………………………………….
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Bring on the Praise Passports / ID - Comment: Mr Samuel Goodman greeted me in a very courteous, polite and friendly manner. He took care of the matter I had come within a professional, timely and customer friendly way, which made my visit short, very effective. _______________________________________________________________________________ Performing Arts Center - Comment: I attended Grafenwoehr Got Talent show today and it was fabulous. Joline Powell and crew do a fabulous job of keeping our community in the arts. Arts and Entertainment is a wonderful family venue. The entertainment and the opportunities the theater offers breeds cultured individuals. Keep up the good work. Congratulations! It is a pleasure to be in a theater of Award winning thespians. ___________________________________________________________________________________ Auto Craft Shop/Main PostCYS(SAS) Rose BarracksComment: very friendly staff, very helpful Comment: Everyone from the cooks and courteous. They are all very to the cleaners etc. awesome. knowledgeable as well. _______________________________________________________________________________________ CYS-Rose Barracks-Comment: I just want to give a huge thank you to the staff of room 10. My daughter use to have separation anxiety and now when she enters the room she just runs off to join her new friends! I love it and they are amazing. I feel so lucky to have a good group of people watching my daughter! _______________________________________________________________________________________ Main Post Chapel- Comment: I would just like to thank The Chaplains, Chaplain Assistants, and everyone that helped put together the 172 marriage retreat in Garmisch this past weekend. It was such a wonderful experience and definitely provided us with some helpful tools to improve our marriage. We really enjoyed the whole experience and are very thankful that we had a chance to participate ! ____________________________________________________________________________________________________________________
Fitness Center/ Main Post -Comment-The Fitness Center did an outstanding job of hosting the AFAA training on April 29-30. It was very professional and we need to continue to offer such programs here. Thank you as we work together to support our health and wellness!!! _______________________________________________________________________________________ ACS-Main Post- Comment: WOW! I have been in Vilseck for two years and I have seen the GREAT improvements with your facility! I came in yesterday to use the computers and WOW WOW WOW. 100% best facility in the entire Vilseck and Graf post. I feel like I was WELCOMED. I LOVE LOVE LOVE your newsletter and new flyers! They get all of my friends and spouses in the FRG interested and excited. It is nice to read HELPFUL information from the newsletter and not only boring promotions. I love everything ACS is doing. Keep the great flyers and newsletters coming! We'll be hanging out at ACS more often..... I do suggest Wi-Fi..... you would have TONS of more spouses and soldiers there . ______________________________________________________________________________ 2 of 6
Grafenwoehr Military Community Issue Tracker
Listening to the Voice of the Customer (VOC) is a means by which Garrison Leadership and Service Providers capture suggestions, compliments and improvements of the Grafenwoehr Military Community (GMC). It provides feedback and assists Leadership in the alignment of Garrison strategies with the needs of the GMC. Go to the Grafenwoehr website www.grafenwoehr.army.mil , click on the “We Heard Your Voice” logo to see all the resolutions to community concerns.
In the Spotlight Community Huddle, Face Book & ICE make changes in the Community WHO: Grafenwoehr Military Community WHAT: Grand opening of the USAG Grafenwoehr Dog Park WHERE: Rose Barracks, across from little mike off of Soldiers Rd. WHEN: 1 April 2011
SIGNIFICANCE: The dog park is a fenced off area where dog owners can take their dogs and allow them to play and exercise off-leash. It is a controlled environment where dog owners take responsibility for their dog’s actions while allowing them to socialize, play and get much needed exercise. This area is specifically for the DOGS. A good dog park is geared towards dog’s needs and interests, and requires attentive owners to ensure its success.
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Grafenwoehr Military Community Issue Tracker
For a full listing of all Community Issues go to: www.grafenwoehr.army.mil
ISSUE
OWNERSHIP
ISSUE TITLE
11-056
Housing
Coverage for Housing Area Coordinators when primary is unavailable
11-057
Customs Office
Consistency of Ration cards acceptance at AAFES/DECA
11-058 10-027
Safety DoDDS, SLO
Dangerous crossing of Shiloh Ave Shuttle bus for after-school for children at predawn hours Vilseck/Netzaberg Middle School. Have to go to Vet office to Inprocess pet-files do not transfer over-no link between Army Vet offices- need sharing of files via network
11-029
VET OFFICE
11-050
DPW Housing
Smoking in Government housing Have smoking and non-smoking housing
11-054
DPW
Wanting to enforce 1+1 standards in the Barracks
STATUS Housing is notified when Soldier is not available Both versions of Ration cards are accepted at AAFES/DECA Under analysis Not funded to till traffic circle is provide completed Requires discussion and funding by MEDCOM Under review at higher levels No Army Policy inside Housing; under consideration Currently working on 6 Barracks, 3 Rose Barracks, 3 Main Post 4 of 6
ICE Comments Submitted 350 300 250 200 150 100 50 0
342 301
275
256
242
229 Total
68 13 4 - 10 Apr
9 11 - 17 Apr
102 48
15
8
18 - 24 Apr
25 - 1 May
72 13
2 -8 May
89
Satisfied
59 10
Dissatisfied
9 - 15 May
60 Day Weekly ICE Comment Submissions 400 350 300 250 200 150 100 50 0
342
275
256 102
89
68
4 -10 Apr
11 - 17 Apr
18 - 24 Apr
25 - 1 May
2 - 8 May
9 - 15 May Weekly Total
Garrison Overall Satisfaction Rating Week
Last Year Rating
This Year Rating
4 - 10 Apr
96%
89%
11 - 17 Apr
93%
96%
18 - 24 Apr
90%
86%
25 - 1 May
89%
94%
2 - 8 May
78%
85%
9 - 15 May
86%
86%
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Promoting ICE is Everyone's Business Remember to: Ask customers to go to ICE to comment on services Put the ICE link at the end of your signature block Ask customers to leave feedback/ have a Hard copy ICE box available Put a desk sign out for customers to read
Action upon Email Receipt of an ICE Comment Step 3
Step 2
Step 1 • Read comment from email • Determine if response is required • Answer- Hit Update
• Follow up on any outstanding comment • ICE Administrator sends out reminders
• Immediately answer outstanding comments • Comments that are not answered within 3 business days will show up on Late Report
Did you Know as a Service Provider Manager you Can?… Place events into ICE? Request a comment to be moved? Update Service Provider Manager? Put in a link to another webpage? Ask other Questions besides the standard DoD Comments?
Come to the bi-monthly ICE training and learn how. ICE Flow Chart Customer fills out ICE Comment
Service Provider receives Comment via E-mail or Hard Copy
Service Provider Manager Contacts Customer*
Customer Satisfied
Service Provider Manager Follows-up in ICE System
*If customer requests a response- 3Business Days
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