1. Customer Survey Results
3rd Quarter FY17
Customer Survey Results
Greg Dangremond
Informational Brief
August 16, 2017

2. 3rd Quarter ICE Survey High Level Summary
Response Rate Goal
16%
RESPONSE RATES
APR
MAY
JUN
3rd Qtr TOTALS
Business Area
Sent
Resp
RTD/LESO
397
130
862
212
1105
2364
554
Transportation / Turn-in
684 32
431 18
454 25
1569 75
Hazardous Waste (HW) 91 24 69 10 74 9
234 43
General Comment Cards 27 34 85
TOTALS:
1172
186
1362
240
1633
246
4167
672
Overall Resp Rate
16%
18%
15%
Q3 16%
SATISFACTION
100%-90%
89%-70%
69%-0%
Note: Our monthly (briefed quarterly) surveys solicit responses from three specific targeted Business Areas; RTD/LESO, Transportation/Turn-in, and HW.
General Comment cards are unsolicited random customer initiated 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;
Response Rates with General Cards:
Q3 = 18% (757 total responses vs. 672 divided by 4252 vs 4167
Satisfaction Rates for 3rd Quarter: (Above response rate goal of 16%, with or without General Comment Cards included)
General Comment Cards yellow trends top three;
Poor customer service: (data point footnote; 1 instance resulted in 4 submittals) “I was at DLA on Ft. Lewis today (05JUL2017) at a 1300 apt to turn in our Unit's LMTV. The 2 men that processed my paperwork in the trailer were professional. But, working with Mr. Eric Hawthorn who came to receive our LMTV was a negative experience. Mr. Hawthorn was extremely unprofessional throughout the apt.”
Request for more photos: example comment – “When trying to get descriptions and photographs of items we have been awarded, I have either had no response to s and calls, or have been blown off when I have follow up questions.”
Long wait to turn in even though I had an appointment: example comment – “Today I had a 0800 appointment for RTD pickup. After arriving on time I was there waiting over an hour for what should have been a 5 minute pickup.”
Business Area
APR
MAY
JUN
3rd Qtr
R/Y/G
RTD / LESO
93%
96%
98%
Transportation / Turn-in
84%
89%
90%
88%
Hazardous Waste (HW)
83%
100%
General Comment Cards
70%
86% Q3
94%
Satisfaction Goal is 90%

3. Standard ICE Questions 3rd 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
4.56
4.51
4.59
4.61
4.40
4.50
4.36
4.32
Employee Staff/Attitude
4.66
4.64
4.73
4.79
4.35
4.37
Timeliness of Service
4.49
4.47
4.29
4.00
4.21
4.14
Hours of Service
4.54
4.38
4.44
4.26
4.07
Did the product or service meet your needs?
97%
96%
87%
88%
Overall Satisfied
94%
95%
83%
85%
89%
TRANS/TURN-IN Yellow Trends;
“Once scheduled the truck takes too long to show up, two to three weeks.”
“You send carriers to pick up stuff without sufficient notice to us, I'm going to start turning them away.”
HW Disp Yellow Trends; (typically doesn’t have enough comments to glean trends, below are a few example comments)
“Staffing problems cut staff from 5 CORs to 2, very inexperienced, no one training the CORs to attain higher levels.”
“Failure to process waste removal requests in a timely manner.”
69%-0%
89%-70%
100-90%

4. Standard Question (All Business Areas) 3rd 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%
86%
82%
85%
G3a: If no, please select from the drop down where we can most improve
Ease of doing Business
30%
29%
22% 0%
38%
20%
25%
Competency in resolving problems 5%
11%
13%
Responsiveness (timely in getting back to you) 3%
32%
43%
40%
16%
Consistency in stating procedures
10% 8%
Nothing listed above (please provide details in comments)
27%
75%
42%
100-90%
89%-70%
69%-0%
TRANS/TURN-IN yellow trends;
“Once scheduled the truck takes too long to show up, two to three weeks.”
“You send carriers to pick up stuff without sufficient notice to us, I'm going to start turning them away.”
HW Disp yellow trends; (so few overall comments that these are the same as previous slide)
“Staffing problems cut staff from 5 CORs to 2, very inexperienced, no one training the CORs to attain higher levels.”
“Failure to process waste removal requests in a timely manner.”
HW Disp example comments from 40% Nothing listed above;
“Contract SP D-0007 for the Bavaria HQ Services, the new contract starts 1 June Normally the post award conference is before the contract starts.”
“Staffing problems cut from 5 CROs to 2. Very inexperienced.”

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? (466)
- Reutilization (109)
22%
31%
23%
- Transfer/Donation (Combined) (12) 2% 4% 3%
- LESO (279)
71%
55%
60%
- Firefighter, CFL, Other (Combined) (66)
11%
14%
R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (516)
- Good (405)
77%
81%
78%
- Fair (96)
20%
16%
19%
- Poor (15)
R2 – Experience using RTD Web (trends from Poor rating)
“The service provided was excellent but the website needs to be updated in two main ways; the security certificate is not active so it appears as a non-secure website and it needs to be updated for the way it looks.”
“I appreciate that photographs were included for the products. It would be helpful if photographs were included for all products.”
“Requesting photos is always a shot in the dark, some sites are very responsive and others are not.”

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? (403)
100%
95%
94%
R4: Did we ship property to you or did you go to pick it up? (450)
- It was shipped (207)
41%
39%
46%
- Picked it up (243)
59%
61%
54%
R4b: If you picked it up, was the property ready and available at your scheduled appointment? (277)
97%
96%
Green / 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? (224)
95%
92%
R4a1: If it did not meet your expectations – was it
because of: (29)
- Quantity was incorrect (0) 0%
- Unit of issue was incorrect (1) 9% 3%
- Condition of property was incorrect (9)
36%
44%
31%
- Stock number received was incorrect (2)
11% 7%
- Part number received was incorrect (0)
- Property was not delivered by the RDD (0) 6%
- Other (17)
45%
39%
59%
Example comments from Other category;
“The use of our preferred transportation carrier (Fedx) was refused by Columbus.”
“Every time I look to obtain items listed it’s already gone, I don’t know how to get ahead of the others.”
“This work center is a joke, they now have to walk you around this huge receiving center.”

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? (54)
- Good (41)
77%
75%
76%
- Fair (7)
16%
20%
13%
- Poor (6) 7% 5%
11%
T2. When was your turn-in receipt (signed ) available in the Electronic Documents (EDOCS) system? (36)
- Less than or equal to ten (10) days (26)
74%
80%
72%
- More than ten (10) days (10)
26%
28%
T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (61)
- Good (43)
73%
79%
70%
- Fair (9)
19%
15%
- Poor (9) 8%
T1 – example comment from Poor category;
“Recommend the driver sign the s instead of waiting to be processed in EDOCS.”
T3 – example comment from Poor category;
“It would be best if the transportation company ensures their drivers aren’t felons when directing them to a military site.”
T3 – Top three negative comments;
Scheduling system is unreliable
Trucks show up late or not at all
Wrong conveyance type show up and can’t load items

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 … (23)
- Problems with the Scheduler system (4)
15%
30%
17%
- Improper or lack of paperwork (1)
11% 9% 4%
- Problems with the Electronic Turn-in Document (ETID)
system or ETID approvals (3)
25%
13%
- Limited hours of operation at site (1)
- Insufficient/unsatisfactory support from Disp Svcs
personnel (3)
10%
- Issues with your Receipt in Place (RIP) property (0) 1% 0%
- Other (11)
26%
48%
T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (25)
95%
97%
96%
Green
Other
“My biggest complaint is the no-show trucks.”

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) (23)
73%
82%
91%
HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (25)
81%
87%
84%
HW2;
“Lack of support and response in hazardous waste characterization, disposition, and disposal.”

11. Overall Comments Summary
Satisfied Comments 317
Neutral Comments 2
Not Satisfied Comments 52
TOTAL Comments Received 371
85% of comments were Satisfied
14% were Not Satisfied
1% were Neutral
Positive trends;
Positive employee attitudes and enthusiasm
1033 Program (LESO) positive comments
Support to Real World Operations
*Negative trends;
Items listed as condition code A but aren’t
Slow or no response to request for photos or additional information
Late or no-show trucks
*Pareto 80/20 depiction of negative trends work in progress
All positive and negative comments get forwarded upon receipt to the DSD/Supervisor/AM/ or Chief of the person or site mentioned in the comment for commendatory or corrective action.
Neutral comments; “I have never had any hazardous materials.” “No issues.”
All customers who mark “response requested” get a response in the form of a CRM ticket and are tracked to closure/resolution.
All 18 customers who marked (Response requested) have been answered and closed.

12. Trends from Survey Customers who requested a response
Top 3 trends from the 18 Customers who requested a response;
(3) Poor Customer Service (2 of 3 same incident)
(2) Photo & additional detail requests
(2) Help with competitively screening property
Remaining were assistance requests for;
Scheduler training, DSR contact information, Delivery
Orders, and help understanding RTDweb status

13. Outstanding Personnel (1 of 3)
Employees complimented by name in survey comments:
EAST
Rolfe, Phillip Aberdeen
Curtis, Mitchell Eglin
Johnson, Barbara Eglin
Williams, Jessica (3 times) Eglin
Carter, Brian (twice) Jacksonville
Hamilton, Thomas (3 times) Jacksonville
Miller, Leonthia (twice) Julien’s Creek
Hernandez, Monica LeJeune
Hoon, Christina (3 times) Letterkenny
James, Ray Letterkenny
Shuman, Todd (twice) Letterkenny
Newlund, Chris Fort Dix
Cropp, Regina Norfolk
Hendley, Tammy Norfolk
Singleton, Terry Richmond
Trammel, Neil Richmond
Anderson, Cynthia (4 times) Susquehanna
Riley, Natasha (twice) Susquehanna
Ritter, Marcus Susquehanna
MID AMERICA
Dykes, Pamela Benning
Jones, Anthony (AJ) Campbell
Biacco, Peter Columbus
Bischoff, Chris Columbus
Fenner, Carrie (6 times) Columbus
Swartz, Melissa Columbus
Hudson, Ronald Crane
Grant, Joe Gordon
Agyei, Frank Hood
Brown, John Hood
Gaddis, Zackary Hood
Gray, Marvin Hood
Jackson, Joe Hood
LeBlue, Debra Hood
Reyna, Rene Hood
Ensley, Richard Huntsville
Gazaway, Geoffrey Huntsville
Little, Paul (3 times) Huntsville
Mangloma, Gilbert (twice) Huntsville
- Listing of employees complimented in surveys by customers.

14. Outstanding Personnel (2 of 3)
Employees complimented by name in survey comments:
MID AMERICA, continued
Crawford, Kelli Red River
Craft, David San Antonio
Cates, Jett (3 times) Scott
Johnson, Mack (twice) Scott
Anderson, Ed (twice) Sill
Cleophat, Jean (twice) Sill
Willis, Wayne (twice) Sill
Gordon, David Stewart
Mitchell, Willie (twice) Warner Robins
Johnson, Stephen Whiteman
Ringo, Loren (twice) Wright Patterson
WEST
Wigginton, Kathy Anchorage
Bailey, Leah Barstow
Guzman, Luis Barstow
Marler, Chris Barstow
Alvarez, Frank Col. Springs
Crane, Mark Col. Springs
Ensley, Michael Col. Springs
Haegele, Thomas (twice) Col. Springs
Hope, Kevin (3 times) Col. Springs
Kirby, Ryan (twice) Col. Springs
McGinty, Thomas (twice) Col. Springs
Plott, Jared Col. Springs
Sams, Dave Col. Springs
Thomas, Michael (twice) Col. Springs
Washington, Jerry Col. Springs
Williams, Toni Col. Springs
Files, Dan (twice) Hill
Grimshaw, Jared (3 times) Hill
Jamison, Josh Hill
Lovato, Elaine (twice) Hill
Mahmat, Judy Hill

15. Outstanding Personnel (3 of 3)
Employees complimented by name in survey comments:
West, continued
Schultz, Chris Hill
Stickney, Dave (twice) Hill
Fernandez, Steven Kirtland
Hill, Jeremy Kirtland
Castaneda, Zina Lewis
Clark, Carrie (twice) Pendleton
Eckenrode, Robert Pendleton
Cubarrubias, Ed (twice) San Diego
Harris, Daniel Tucson
Vascoe, Lenore Tucson
Europe and Africa
Lamontagne, Amparo (3 times) Rota
MSgt Mendoza, Arvie Dijibouti
Central
Hampton, Tremain (twice) Arifjan
Sakryd, Angela Arifjan
HQ Battle Creek
Aguero, Jose (twice) CFL
Pacific
Yi, Sukcha Gimcheon
Cruz, Rose Guam
Rivera, Julie (3 times) Guam
Yamanaka, Alan Guam
Castro, Llewellyn Iwakuni
Sato, Toshiyuki Misawa
Rembert, Nyam Okinawa
Sato, Kouichi Sagami

16. Outstanding Sites (1 of 2)
Sites complimented by name in survey comments:
EAST
Aberdeen
Bragg (5 times)
Cape Canaveral (twice)
Cherry Point (twice)
Dix (twice)
Eglin (4 times)
Groton
Jackson
Jacksonville (9 times)
Keesler
Lejeune (5 times)
Letterkenny
Meade (4 times)
Norfolk (6 times)
Portsmouth-Pease
Richmond (4 times)
St. Julien’s Creek (4 times)
Susquehanna (6 times)
MID AMERICA
Anniston (twice)
Campbell (twice)
Columbus (six times)
Crane
Huntsville
Knox (twice)
Red River (3 times)
Riley (twice)
San Antonio
Scott
Sparta
Sill
Stewart
Warner Robins (4 times)
WEST
Anchorage
Barstow (twice)
Colorado Springs (8 times)
Hill (5 times)
Lewis
Pendleton (3 times)
San Diego (twice)
San Joaquin
Tucson (twice)
CENTRAL
Kuwait (4 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
Djibouti
Grafenwoehr
Kaiserslautern
Rota
PACIFIC
Guam (3 times)
Iwakuni
Pearl Harbor
Sagami HQ
LESO (6 times)
RTD (10 times)
Listing of sites complimented in surveys (as a whole or whole staff).

18. Sample Comments
“It would be best if the transportation company ensures their drivers aren’t felons when directing them to a military site.”
“On all the products I have picked up or had shipped were far below their condition code given online. Several of the condition code A products did not work and were actually missing parts.
“The team at DLA are a great group. They are attentive, informative, professional and extremely friendly.”
VFA-154, currently at sea aboard the USS Nimitz, received infrared beacons in support of Operation Inherent Resolve from Disposition Services site Barstow. “The Black Knights are grateful for the outstanding support to our squadron.”
“The DRMO process is disastrous. Requesting multiple accounts, 15 calls with the IT services, the process of ETIDs, all required to simply throw furniture in DRMO's trash can.”
“Shipping is always a hit and
miss proposition.”
“The service you provide is invaluable. Our agency can’t thank you enough for this program and the assistance it gives our officers and citizens.”