ICE supports customer service
management at Fort McCoy
|Customer feedback is a critical element in helping Fort
McCoy provide the best-possible customer service. The Interactive
Customer Evaluation (ICE) System, the Department of Defense’s standard
customer feedback mechanism used by all Army organizations, provides an
easy way for customers to provide feedback to service providers. Fort
McCoy adopted the ICE program in 2002 and continues to use the system as
one facet of its balanced approach to customer management.
ICE results are important to garrison leadership for identifying
process-improvement opportunities as well as for recognizing service
areas that are exceeding customer expectations. ICE comments provide
valuable information, which managers review and use to correct problems
identified by their customers.
Many times customers who have a service complaint will offer a solution,
which can be evaluated by leadership and implemented to improve a
Often customers will include their phone numbers, e-mail addresses, or
other contact information along with their comments, making it easy for
the service provider to follow-up and garner even more details for
resolving problems and improving service.
An important area in customer relationship building is to follow-up when
customers leave contact information; it costs the organization nothing
and has the potential for magnifying its positive effect by engaging the
customer in the garrison’s service delivery improvement efforts.
Installation Management Command (IMCOM), U.S. Army Garrison, Fort
McCoy’s higher headquarters, scrutinizes ICE results to determine the
level of service provided at each IMCOM garrison.
Laura La Marche, Fort McCoy ICE Site Manager in the Plans, Analysis, and
Integration Office said customer management includes both hard and soft
data, which is analyzed and used in continuous process improvement.
Hard data includes information that is fact-driven and measurable, such
as number of repeat customers, new customer information, lost customer
data, and customer retention.
Soft data, which ICE provides, includes opinion information gathered
through surveys, comment cards, focus groups, and one-on-one contact
with customers to determine their viewpoints on specific services.
Both types of data are important in a balanced customer-management
system, but neither is more important than the other when determining
customer management strategies, La Marche said.
Fort McCoy’s work force has been recognized for doing everything
possible to meet customer needs. ICE and other customer feedback
mechanisms will help maintain high levels of customer satisfaction
despite anticipated resource reductions.
Customers wishing to provide service feedback through the Fort McCoy ICE
site can do so online, and in some cases on-site. Online comments can be
submitted through the Fort McCoy Corporate Network and the Fort McCoy
public website. The ICE website is available from any computer with
Internet access at:
Personnel with questions about the Fort McCoy ICE site can call the
Plans, Analysis and Integration Office at 608-388-8443 and ask for ICE
The Plans, Analysis and Integration Office is offering garrison-assigned
ICE Service Provider Managers (SPMs) training to develop their skills in
using the ICE system to its fullest potential.
The one-hour training will be provided on a cyclical basis to keep SPM
skills current with system requirements.
Anyone assigned SPM responsibilities at Fort McCoy can contact La Marche
at 608-388-2062 to pre-register for a scheduled session.
(Submitted by Plans, Analysis and Integration Office.)