| Question 1: How private are the comments and information in the ICE system? |
| Answer: ICE comment card submissions are intended to be anonymous; the entry of information is optional. The submitter is not required to provide any contact information unless they request a response. If the submitter does not provide a valid telephone number or email address, the manager may not be able to respond to the submitter. ICE does not purposely track or log information (e.g. name, USERID, etc.) about the individual submitter except for the information that is given as contact information or as comments on the comment card by the submitter. The submitter is not required to login or otherwise identify themselves to ICE to submit a comment card. |
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| Question 2: What are the main benefits of using the ICE system? |
| Answer: The ICE system is intended to enable the users (customers) of Department of Defense (DoD) services to contribute timely feedback (comments and/or ratings) about the product and services that they have utilized. ICE gives the customers at Fort Hood a voice that goes directly to the service providers. It also furnishes leadership with data on service delivery and quality. ICE allows managers to benchmark the performance of their service providers against other organizations. Additionally, the system can be accessed from any computer with Internet access and is available 24 hours a day, 7 days a week. |
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| Question 3: If a customer checks the "Response Requested" block is there any mechanism in place to ensure that the customer leaves contact information for the service provider? |
| Answer: The card is set up so that the system will not accept it unless there is a phone number or email in the block. |
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| Question 4: Who is the person that is in charge of ICE at USAG Grafenwoehr? |
| Answer: The ICE Site Managers have been assigned the responsibility of administering the ICE system on USAG Grafenwoehr. The team in the Plans, Analysis, and Integration Office including the Customer Service Officer holds this duty. |
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| Question 5: Who sees the comments that are put on ICE? |
| Answer: The service provider manager of the organization for which the comment was submitted and the PAIO team will view the comment cards daily. Each week an ICE report is prepared by the USAG Grafenwoehr Customer Service Officer that is sent to the Garrison Command Team for review. |
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| Question 6: If I do not leave my contact information (phone, email, etc.), how will I know my issue was resolved? |
| Answer: The PAIO team reads every comment that's posted on ICE. We are interested in the content of the comment (the underlining issue) and what actions the service providers are taking to address the issue(s). Even if contact information is not left, we still need to see how the service provider is addressing the issues brought up through the ICE system. If a customer does not leave their contact information, they cannot personally be responded to; however, resolution to issues can be publicized in the local newspaper, Command Channel, Community newsletters, DFMWR functions, town hall meetings, and community forums. |
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| Question 7: If I leave contact information, when can I expect to receive a response to my issue or concern? |
| Answer: Barring any special circumstances, a customer can expect to receive a response within 3 working days - holidays considered. In any customer service related organization, immediate feedback is the key to success. The intent of the ICE program is that it supports the USAG Grafenwoehr Leadership's goal in being a "Learning Organization". |
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