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Customers who live, work or do business on U.S. Army Garrison Kaiserslautern’s installations will have an opportunity to provide detailed feedback about the garrison’s services.
The annual Installation Management Command Customer Service Assessments is a new tool that falls under Customer Management Services. This is a new program for collecting customer feedback and using the data to evaluate and improve delivery of installation programs and services.
Most Army installations, including the garrison, will see the multi-page, Web-based assessment for the first time when it opens Monday to Oct. 31.
The assessment is divided into two main categories, corporate and constituent, which are accessed from the same Web link that will be published on the garrison Web site at www.kaiserslautern.army.mil, and can be accessed from any Internet-ready computer. When a customer begins the survey, they will be asked to provide demographic data that will automatically direct them to the appropriate corporate or constituent assessment. In that way, family members or retirees, for example, will not be asked to rate services like the Central Issue Facility or the Ammunition Supply Point – two services used by Soldiers and their commanders.
Within the survey, customers will be asked to rate service performance on a scale of 1 (very poor) to 5 (excellent), and importance, also on a scale of 1 to 5. Any ratings of 1 or 2 need an explanation describing any issues or concerns.
Data provided by unit commanders, command sergeants major, first sergeants, senior civilians and senior staff will be captured in the corporate portion. There, they will rate the performance of the services and the importance of the service in relation to the accomplishment of their unit’s missions.
The more customers in each category who take the 20 to 30 minutes to complete the assessment, the more accurate and substantial the data collected. This will provide a baseline for future annual assessments.
This information will be returned by IMCOM to the garrison in December. This information will be used to identify and document best practices in areas and develop plans for improvement in others.
For more information about the Customer Service Assessments, call Customer Service Officer Emma Vinson at 493-4241 or 06313-406-4241 or e-mail emma.vinson@us.army.mil.
(Article courtesy of Serco, Incorporated.)
