1. Customer Survey Results
1st Quarter FY17
Customer Survey Results
Greg Dangremond
Informational Brief
February 23, 2017

2. 1st Quarter ICE Survey High Level Summary
Response Rate Goal
16%
RESPONSE RATES
OCT
NOV
DEC
1st Qtr TOTALS
Business Area
Sent
Resp
RTD/LESO
451 94
482
106
485 81
1418
281
Transportation / Turn-in
306 42
432 26 86 21
824 89
Hazardous Waste (HW) 32 7 52 12 4
116 23
General Comment Cards 30 34 46
110
TOTALS:
789
143
966
144
603
2358
393
Overall Resp Rate
18%
15%
Q1 17%
SATISFACTION
100%-90%
89%-70%
69%-0% Q1
94%
Note: Our quarterly surveys solicit responses from three specific targeted Business Areas. General Comment cards are unsolicited random surveys therefor we do not include the unsolicited General Comment cards in our solicited / targeted survey response rate. If requested General Comment card data below;
Q1 Response Rates with General Comment Cards = 20% (503 total responses vs. 393 divided by 2,468 vs 2,358)
Q1 Satisfaction Rates with General Comment Cards = 91%
Hazardous Waste Comment Cards yellow trends top three;
Long wait times for turn-in or pick-up: example comment – “DLADS failed to process a removal request for a rolloff of hazardous waste which was allowed to exceed the 90-day regulatory time limit.”
Not responsive: example comment – “Most of the employees in the Ft. Meade Environmental Office are good and try very hard to provided good customer service. The biggest let down is headquarters in Battle Creek.”
Communication: example comment – “COR’s are not the generators of the waste, they should not be directing the installations/generator’s to change waste description.”
General Comment Cards yellow trends top three;
ETID: example comment – “ETID is down again, 3rd time this week.”
Scheduler/Making appointments: example comment – “I selected 10:00 on the DLA website because it was open only to arrive the next day and be told I wasn’t on the list.”
Limited turn-in times: example comment – “There needs to be a provision in the contract for weekend and holiday support.”
Business Area
OCT
NOV
DEC
1st Qtr
R/Y/G
RTD / LESO
94%
97%
96%
Transportation / Turn-in
92%
100%
95%
Hazardous Waste (HW)
57%
83%
General Comment Cards
91%
85%
89%
88%
Satisfaction Goal is 90%

3. Standard ICE Questions 1st Quarter Results
2.74-0
Rate scale of: Excellent (5.0)/Good (4.0)/Okay (3.0) /Poor (2.0)/Awful (1.0)
REUT /LESO
TRANS/TURN-IN
HW Disp
Question Q1 Q2 Q3 Q4
Facility Appearance
4.46
4.59
4.50
Employee Staff/Attitude
4.61
4.73
4.35
Timeliness of Service
4.49
4.00
Hours of Service
4.44
Did the product or service meet your needs?
97%
96%
88%
Overall Satisfied
95%
83%
HW Disp yellow trends top three; (so few overall comments that these are the same as previous slide)
Hazardous Waste Comment Cards yellow trends top three;
Long wait times for turn-in or pick-up: example comment – “DLADS failed to process a removal request for a rolloff of hazardous waste which was allowed to exceed the 90-day regulatory time limit.”
Not responsive: example comment – “Most of the employees in the Ft. Meade Environmental Office are good and try very hard to provided good customer service. The biggest let down is headquarters in Battle Creek.”
Communication: example comment – “COR’s are not the generators of the waste, they should not be directing the installations/generator’s to change waste description.”
69%-0%
89%-70%
100-90%

4. Standard Question (All Business Areas) 1st Quarter Results
REUT /LESO
TRANS/TURN-IN
HW Disp
Question Q1 Q2 Q3 Q4
G3: In your latest interaction with DLA Disp Svcs – did you feel valued as a customer?
93%
94%
82%
G3a: If no, please select from the drop down where we can most improve
Ease of doing Business
30% 0%
25%
Competency in resolving problems 5%
Responsiveness (timely in getting back to you) 3%
43%
Consistency in stating procedures
20%
29%
Nothing listed above (please provide details in comments)
75%
100-90%
89%-70%
69%-0%
HW Disp yellow trends top three; (so few overall comments that these are the same as previous slide)
Hazardous Waste Comment Cards yellow trends top three;
Long wait times for turn-in or pick-up: example comment – “DLADS failed to process a removal request for a rolloff of hazardous waste which was allowed to exceed the 90-day regulatory time limit.”
Not responsive: example comment – “Most of the employees in the Ft. Meade Environmental Office are good and try very hard to provided good customer service. The biggest let down is headquarters in Battle Creek.”
Communication: example comment – “COR’s are not the generators of the waste, they should not be directing the installations/generator’s to change waste description.”
All categories for (Nothing listed above)
One comment: “GenComm does not accurately take a 1348 and transfer data to DLA’s system. Task Orders are always incorrect with multiple errors. Staff do not communicate in a timely manner and installation are not notified about pickups, changes to pickups, or possible scheduling conflicts.”

5. Reutilization/LESO Customers
100%-90%
89%-70%
69%-0%
( x ) Represents number of respondents for that question
Question
1st Qtr Survey
2nd Qtr Survey
3rd Qtr Survey
4th Qtr Survey
R1: Which type of Disposal Services customer are you? (258)
- Reutilization (58)
22%
- Transfer/Donation (Combined) (6) 2%
- LESO (182)
71%
- Firefighter, CFL, Other (Combined) (10) 4%
R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (270)
- Good (208)
77%
- Fair (55)
20%
- Poor (7) 3%
R2 – Experience using RTD Web (Poor)
“It is difficult to log in to and then the whole process of obtaining and shopping for items is difficult jumping from one login page to the other.”

6. Reutilization/LESO Customers
100%-90%
89%-70%
69%-0%
% of Customers who answered Yes
( x ) Represents number of respondents for that question
Question
1st Qtr Survey
2nd Qtr Survey
3rd Qtr Survey
4th Qtr Survey
R3: If you requested assistance during the screening/requisition process, did you get the help you needed? (234)
100%
R4: Did we ship property to you or did you go to pick it up? (251)
- It was shipped (112)
41%
- Picked it up (154)
59%
R4b: If you picked it up, was the property ready and available at your scheduled appointment? (177)
97%
Green

7. Reutilization/LESO Customers
100%-90%
89%-70%
69%-0%
% of Customers who answered Yes
( x ) Represents number of respondents for that question
Question
1st Qtr Survey
2nd Qtr Survey
3rd Qtr Survey
4th Qtr Survey
R4a: If it was shipped – did the property meet your expectations? (119)
95%
R4a1: If it did not meet your expectations – was it
because of: (11)
- Quantity was incorrect (0) 0%
- Unit of issue was incorrect (1) 9%
- Condition of property was incorrect (4)
36%
- Stock number received was incorrect (0)
- Part number received was incorrect (0)
- Property was not delivered by the RDD (1)
- Other (5)
45%
Top three Other;
No customer comments were provided for “Other.”

8. Transportation/Turn-in Customers
( x ) Represents number of respondents for that question
100%-90%
89%-70%
69%-0%
Question
1st Qtr Survey
2nd Qtr Survey
3rd Qtr Survey
4th Qtr Survey
T1. How would you rate your experience using EDOCS (Electronic Document System) for retrieving your DD1348-1s? (70)
- Good (54)
77%
- Fair (11)
16%
- Poor (5) 7%
T2. When was your turn-in receipt (signed ) available in the Electronic Documents (EDOCS) system? (46)
- Less than or equal to ten (10) days (34)
74%
- More than ten (10) days (12)
26%
T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (84)
- Good (61)
73%
- Fair (16)
19%
- Poor (7) 8%
T1 – Poor comments;
No comments for T1 Poor category.
T3 – Poor comments;
“DRMO personnel in San Diego, CA are not providing signed A for equipment picked up from station.”

9. Transportation/Turn-in Customers % of Customers who answered Yes
100%-90%
89%-70%
69%-0%
( x ) Represents number of respondents for that question
Question
1st Qtr Survey
2nd Qtr Survey
3rd Qtr Survey
4th Qtr Survey
T4. If you experienced an issue with your turn-in, was it due to … (19)
- Problems with the Scheduler system (4)
15%
- Improper or lack of paperwork (4)
11%
- Problems with the Electronic Turn-in Document (ETID)
system or ETID approvals (1)
25%
- Limited hours of operation at site (2)
- Insufficient/unsatisfactory support from Disp Svcs
personnel (1)
10%
- Issues with your Receipt in Place (RIP) property (0) 1%
- Other (5)
26%
T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (51)
95%
T4 – Example “Other” comments;
“I wish we can submit any turn-ins (serviceable or unserviceable) to one place and not have to ship it.”

10. Hazardous Waste Customers % of Customers who answered Yes
100%-90%
89%-70%
69%-0%
( x ) Represents number of respondents for that question
Question
1st Qtr Survey
2nd Qtr Survey
3rd Qtr Survey
4th Qtr Survey
HW1. Are you satisfied with the disposition solutions for your unused Hazardous Material (HM)? (If no – please explain in the comments section) (11)
73%
HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (16)
81%
Only 1 customer comment for HW1 & HW2;
“GenComm does not accurately take a 1348 and transfer data to DLA's system. Task Orders are always incorrect with multiple errors (for example, of the 116 DTIDs, there were 20+ major errors of DTID information, like missing EPA waste codes, incorrect container information, wrong CLINs, wrong weights, containers being deleted or missing completely, and incorrect quantities). Staff do not communicate in a timely manner and installations are not notified about pickups, changes to pickups, or possible scheduling conflicts. DLA double-booked task order pickups for our location with no input from us. DLA booked an important contract meeting for our location with no input from the installation stakeholders, even though key players would not be present that day and gave no options for rescheduling. We also have many issues with DLA hazardous material shipments, but the inbound hazmats come from various depots and is something I cannot track from my position. Hazmats arrive with no SDS, improper paperwork, and expired. Global Harmonization compliance is almost impossible due to DLA. DLA Property has also made it almost impossible to turn in scrap metal or other items that are required for turn-in. The wait list is months long just for standard equipment turn-ins. Items they used to take without issue is now being turned away with no option for shops to legally turn in the property any other way.”

11. Overall Comments Synopsis
Positive Comments 218
Neutral Comments 19
Negative Comments 38
TOTAL Comments Received 275
79% of comments were positive
14% were negative
7% were neutral
All positive and negative comments get forwarded to the supervisor/chief of the person or site mentioned in the comment.
All customers who mark “response requested” get a response in the form of a CRM ticket and are tracked to resolution/closure.
All 32 customers who marked “Response requested” have been answered.
32 CRM tickets generated as a result of 1st Qtr survey comments

12. Top Three Comment Trends
Positive
By-name employee recognition
Employees willingness to correct discrepancies on-the-spot vice refusing property
Employees providing quality training
Negative
Request more photos, more accurate description of property
Long wait for eDocs to update
RTD-web not intuitive / user friendly
** On the “Not knowing the status of requisitions” …
There is an RFC to fix this. The RFC is BOF-C This is the RFC sponsored by Mr. Cannon. Has moved into the working Que!

13. Outstanding Personnel (1 of 3)
Employees complimented by name in survey comments:
EAST
Ottey, Gregory Cheery Point
Streath, Richard Cherry Point
Baker, Darrell Eglin
Major, Elaine Eglin
Mohr, Elaine Eglin
Williams, Jessica Eglin
Craft, Carl Fort Dix
Newlund, Chris Fort Dix
Delong, Robert Fort Drum
Hamilton, Thomas (3 times) Jacksonville
Dixon, Jeff Lejeune
Payton, Jessica Lejeune
Huffines, Carolyn Meade
Rivera, Frankie Meade
Hendley, Tammy Norfolk
Barnett, Carla Letterkenny
Hoon, Christina Letterkenny
James, Raymond Letterkenny
Shuman, Todd Letterkenny
Anderson, Cynthia (3 times) Susquehanna
Heisey, Ron Susquehanna
EAST CONTINUED
Hoover, Roberta Susquehanna
Riley, Natasha (3 Times) Susquehanna
Rivera, Joseph Susquehanna
- Listing of employees complimented in surveys by customers.
Broken out by region/site.

14. Outstanding Personnel (2 of 3)
Employees complimented by name in survey comments:
WEST
Biacco, Steve Barstow
Cooper, Daniel Barstow
Camacho, Chris Barstow
Alvarez, Francisco (2 times) Col. Springs
Ensley, Mike (3 times) Col. Springs
Martin, Edward Col. Springs
Plott, Jared Col. Springs
Sams, D.B Col. Springs
Stevens Michael Col. Springs
Thomas, Bernabe Col. Springs
Washington, Jerry Col. Springs
Wilcox, John Col. Springs
Severson, Kevin Hill
Dale, Terry Holloman
Castaneda, Zina Lewis
Deleon, Mark Lewis
WEST CONTINUED
Benintende, Chris (3 times) Pendleton
Clark, Carrie Pendleton
Escoto, Jorge (2 times) Pendleton
Guerroero, Reynaldo Pendleton
Quejado, Edel (4 times) Pendleton
Zepeda, Jose (3 times) Pendleton
Lopez, John San Diego
Gillon, Jamaal Tucson
Rehkoph, Don Vandenburg

15. Outstanding Personnel (3 of 3)
Employees complimented by name in survey comments:
Mid America
Badger, Joseph Anniston CDC
Harris, Eric Anniston
Downey, Joseph Campbell
Jones, Anthony Campbell
White, Debra Campbell
Fenner, Carrie (2 times) Columbus
Hudson, Ronald Crane
Grant, Joseph Gordon
Hines, Shannon Knox
Robinson, Harold Little Rock
Witthuhn, Richard Little Rock
Campbell, Vernon Offutt
Crawford, Kelli Red River
Bailey, Matt Riley
Willis, Wayne Sill
Ringo, Loren Wright Patterson
EUROPE/AFRICA
Massimo, Marongiu(3 times) Aviano
Nelson, Chris Aviano
Vagelli, Giancarlo Aviano
Lee, Ursulla Grafenwoehr
Steinbrunne, Peter Grafenwoehr
Sweeney, Clint Grafenwoehr
Tschua, Steve Grafenwoehr
Bohn, Richard Kaiserslautern
Wagner, Linda Kaiserslautern
PACIFIC
Rivera, Julia Guam
Mendiola, Joseph Pearl Harbor
Shirai, John Pearl Harbor
Yamasato, Kumeo Pearl Harbor
CENTRAL
Cameron, Tony Arifjan
Hamton, Tremain Arifjan
Webber, Kenneth Arifjan
Williams, LaTanya (2 times) Arifjan
HQ BC
Wood, Michael LESO
Aguero, Jose RTD
Radig, Cassandra RTD

16. Outstanding Sites (1 of 2)
Sites complimented by name in survey comments:
EAST
Bragg
Cherry Point (2 times)
Eglin (4 times)
Dix
Jacksonville (3 times)
Lejeune (2 times)
Letterkenny (4 times)
Meade
Norfolk (4 times)
Portsmouth/ Pease
Susquehanna (3 times)
MID AMERICA
Anniston
Columbus (3 times)
Corpus Christi
Crane
Gordon
Knox
Polk
Red River
Riley (3 times)
San Antonio
Sill (2 times)
Warner Robins (2 times
Whiteman
WEST
Colorado Springs (2 times)
Fairbanks
Hill
Lewis (4 times)
San Diego
San Joaquin
Tucson HQ
LESO (17 times)
RTD (12 times)
Listing of sites complimented in surveys (as a whole or whole staff).

17. Outstanding Sites (2 of 2)
Sites complimented by name in survey comments:
EUROPE/AFRICA
Aviano
Grafenwoehr
Kaiserslautern (2 times)
Rota (2 times)
PACIFIC
Guam
Iwakuni
CENTRAL
Arifjan (2 times)
Listing of sites complimented in surveys (as a whole or whole staff).

18. Sample Comments
Exceptional service was provided by the DLA Services personnel. The staff was informative and helpful when questions arose about process and forms. Thank you!
The man who helped me is a little grumpy.
Not upbeat at all. Did not get his name.
The only recommendation I would offer is to have more pictures of the product that is listed with somewhat of a detailed description telling the condition and year of the product.
Need more time for pickups. 14 days including weekends and holidays is not enough time. Getting a timely response from the staff would be helpful not 3 to 5 days later.
Thank you very much for this program. Without these services this equipment wouldn't be affordable to our agency.
I have been using the DLA sites very regularly for the past few months and have had outstanding customer service.
The DLA web site indicated that a time for turn-in was open and when I arrived I was told it was Not. “THIS IS NOT TAKING CARE OF THE WARFIGHTER!”
Example Voice Of the Customer (VOC) feedback.
Significantly increased our combat effectiveness, supply stock level, and ease at which our soldiers were able to accomplish their mission.