MARINE CORPS LOGISTICS BASE BARSTOW, Calif. -- As predicted, MCLB Barstow has gone into the ICE age.
MCLB Barstow now has a system in place that allows its customers quick access to the various base organizations providing service and support, and allows managers an avenue to see how well they are meeting the mission.
The Interactive Customer Evaluation system, commonly referred to as “ICE,” is a Web-based system that allows customers to quickly complete an electronic comment card and send it to the manager of the service they recenty utilized, said Anthony “Iceman” Rose, ICE system administrator in the MCLB Barstow Business Performance Office.
The comment card consists of a series of questions and answers customers select with their computer mouse to inform service providers how well their services were rendered.
The program started in Europe as a method to solve customer satisfaction issues, said Rose.
Because of its success, ICE has evolved into a Department of Defense-wide initiative that continues to gain new sites on a constant basis.
There are many advantages to the program for both customers and managers.
One advantage, said Rose, is customers are able to directly communicate with service providers. If they want to make specific comments on the service or have an idea to make the service better, they may add the comments or ideas to the comment card. Submissions can be either anonymous or include names if customers wish to request and receive a response from the service manager, said Rose.
The system can be accessed 24 hours a day, seven days a week, and since it is a DOD-wide system, customers can even rate the services received from other installations.
ICE also provides information such as phone numbers, hours of operation, and allows people to check for special events that may be taking place at the service provider’s location.
Another strong advantage is managers can get a “real-time” look at what their patrons think about their services.
The time spent consolidating, coordinating, and averaging numbers on survey forms is gone, Rose said.
Reports generated by the system allow tracking of the quality of service, comparison of services against similar entities throughout DOD, and lets service providers see how changes incorporated affect customer’s quality perceptions.
The system is very easy to use.
All that is required is a computer with Web access and a small amount of time. Go to http://ice.disa.mil and click on “Marine Corps CONUS,” then click on MCLB Barstow and find your service provider from the different categories listed. An ICE link can be found on both the base intranet and the base Web site via clicking on the ICE icon. The following service providers are currently in the system:
- Fleet Support Division Retail: Bldg. 401
- Fleet Support Division Wholesale: Bldg. 406
-PMO Operations Bldg 176
-PMO Criminal Investigations Division Bldg 236
-Physical Security Section Bldg 236
-Fire and Emergency Services Bldg 236
- Fire Chief Bldg. 236
-Fire Department Admin Bldg 236
-Operations (Fire Department) Bldg 18
-Fire Prevention Bldg 18/437/236
-Training (Fire Department) Bldg 236
-Environmental Division Whse 3
-Installation Division B l d g 322
-Housing Branch B l d g 362
-Budget Office Bldg 15
-Civilian Pay Unit Bldg 15
-Resource Evaluation & Analysis Office Bldg 15
-Information Systems Helpdesk Bldg 170
-Public Affairs Office Bldg 15
-Wire Communications Bldg 15A
-Wireless Communications Bldg. 374.
-Official Communications Bldg 290
-Wireless Communications Bldg 374
-Human Resources (Civilian) Bldg 236
-Base Safety Office Bldg 236
-Administration and Support Department Bldg 15
-Civilian Management Support Division Bldg 15
-Civilian Pay Bldg. 15
-Manpower Management and Assignments Division Bldg 15
-Adjutant Divison Bldg 15
-Military Personnel Division Bldg 15
-Pass and Identification Section Bldg T117
-Training Audiovisual Support Center Bldg 204
-MCCS Human Resources Division Bldg 319
-MCCS Semper Fit Division Bldg 44
-Business Performance Office Bldg 15
- TAD, PCS, Gov’t Charge Card and Military Pay Bldg 15