Class melts confusion over ICE

Story and photo by Christine June
USAG Kaiserslautern

The Interactive Customer Evaluation, better known as ICE, has been a way to provide customer feedback of military community services for about seven years, and yet, questions still persists, said Emma Vinson, the U.S. Army Garrison Kaiserslautern’s customer service officer.

Questions from service providers on “how to do this or that” prompted Ms. Vinson to initiate ICE Account Manager Training classes. Her first class was March 25 at the garrison library on Kleber Kaserne. She said she wants to hold the classes the last Wednesday of the month in different garrison locations.

Ms. Vinson said response to this first class was overwhelming. She expect three to six students and got 12.

“I’m trying to revitalize ICE by teaching people how to use it,” said Ms. Vinson, who is the also the ICE site administrator for the garrison.

ICE, the Department of Defense Web-based customer feedback system, is now a part of the Installation Management Command’s new Customer Management Services that Ms. Vinson manages for the garrison.

“This process is a way for IMCOM to get Army services to where they can be depended on and be predictable throughout the Army,” Ms. Vinson said. “So as families go from installation to installation, the quality of services is something they can rely on.”

As a part of this program, Ms. Vinson’s new job is to find out from customers which Kaiserslautern garrison services fit IMCOM’s goal of valuable and dependable and which ones need improvement.

One of the tools used to determine the value of services is ICE.

ICE is a conversation between the individual and the customer-service provider; customers can log in complaints or compliments about a particular service and will receive a response on the issue, Ms. Vinson said.

In the classes, Ms. Vinson teaches managers how to access their accounts, generate the satisfaction rating reports and change report settings to reflect specific time periods. She also teaches them how to customize their ICE comment cards by adding questions directly related to their services, a list of frequently asked questions or links to Web sites offering more information.

“I teach them how to make their comment cards more customer friendly, which, hopefully, will be one of the tools they use to help to improve their services,” Ms. Vinson said.

Tom Estes and Dana Morris, from the Pirmasens Community Mailroom on Husterhöh Kaserne, said they attended the class to improve their services.

“ICE gives you a feel of what the community thinks of your service,” Ms. Morris said.
The garrison’s Child, Youth and School Service’s registered nurse, 119-Online Enterprise Service Desk and the 7th U.S. Army Joint Multinational Training Command’s Training Support Center-Kaiserslautern were only some of the groups that attended the meeting. And more than half of the students who attended set up ICE accounts for the first time.

Because the demand was so high, Ms. Vinson said she will now require students to sign up for future classes. This way, she can either make sure they have an existing account and if they don’t, she can set it up before class.

The next class is 9 a.m. April 29 at the garrison library, Bldg. 3810 on Landstuhl Regional Medical Center. To register for the class, call Ms. Vinson at 493-4241 or 06313-406-4241.