1. ICE Customer Surveys and CRM Status
3rd Quarter
Mr. John Cain, J-4 Customer Support
August 28, 2018
FOR OFFICIAL USE ONLY

2. ICE Surveys 3rd Qtr Roll-Up
Satisfaction Goal is 90%
Response Rate Goal is 16%
RESPONSE RATES
APR
MAY
JUN
3rd Qtr TOTALS
Business Area
Sent
Resp
RTD/LESO
712
298
649
118
636 79
1997
495
Transportation / Turn-in
506 99
487 30
531 45
1524
174
Hazardous Waste (HW) 65 19 53 9 23 6
141 34
General Comment Cards 29 27
TOTALS:
1283
416
1189
157
1190
130
3662
703
Overall Resp Rate
32%
13%
11%
19% Q3
Satisfaction
SATISFACTION
100%-90%
89%-70%
69%-0%
Business Area
APR
MAY
JUN
2nd Qtr
RTD / LESO
94%
90%
97%
Turn-in / Transportation
82%
91%
78%
84%
Hazardous Waste (HW)
69%
29%
100%
66%
General Comment Cards
92%
81%
84%
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 response rate calculations because it would artificially increase our Response Rate and Confidence Level, however, we do include the General Comment Cards in our Customer Satisfaction metric.
3rd Qtr FY-18 Survey Confidence Level is 95% with a margin of error of + / - 3%
Turn-In/Trans Yellow Trends
Long Wait Times
No Shows
HW Red trends
1348/Documentation/Time lines:… Q3
Response
19%
FOR OFFICIAL USE ONLY

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
4.62
4.48
4.55
4.42
4.50
4.31
4.57
4.60
Employee Staff/Attitude
4.72
4.54
4.68
4.61
4.45
4.51
4.65
4.32
4.13
Timeliness of Service
4.38
4.49
4.41
4.26
4.19
4.27
3.93
Hours of Service
4.39
4.33 9
4.53
4.15
Did the product or service meet your needs?
95%
93%
92%
91%
82%
Overall Satisfied
96%
90%
86%
72%
Turn-In/Trans Yellow – Sample Comments
“Can't even comment on how inadequate the truck line was that you hired to pick up my equipment”
“My truck never showed up too get my pallets. I contacted you guys all day and couldn't get an answer”
HW Yellow – Sample comment:
“Processing of documents by DRMO takes too long.”
“Taking too long to process DD1348 and establish delivery orders especially one COR. Oldest document is not being processed first.”
69%-0%
89%-70%
100-90%
FOR OFFICIAL USE ONLY

4. Standard ICE Questions 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?
95%
91%
90%
94%
88%
84%
96%
82%
74%
G3a: If no, please select from the drop down where we can most improve
Ease of doing Business
20%
29%
25%
40%
28% 0%
33%
Competency in resolving problems
13%
11% 4% 5%
22%
50%
Responsiveness (timely in getting back to you)
53%
17%
Consistency in stating procedures
14% 8%
Nothing listed above (please provide details in comments)
15%
Results are for ALL Business Areas
Trans/Turn-In Example Comment/s: ”Fix DLA Disposition Services website. Needs more available dates and times for turn-ins, nest available is September 17, 2018.”
“Your transporters repeatedly arrive 4-6 hours late. We can't be ready if you're ALWAYS late.”
HW Example Comment/s: “DRMO CORs not knowledgeable on the regulatory changes that come up and the generators has to educate them”.
FOR OFFICIAL USE ONLY

5. Customer Categorization and RTD Web
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? (206)
- Military/DOD (51)
18%
25%
- Reutilization (25)
21%
13%
12%
- Transfer/Donation (Combined) (4) 3% 1%
- LESO (109)
71%
52%
53%
- Firefighter, CFL, Other (Combined) (17)
64% 9%
R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (222)
- Good (180)
82%
77%
81%
- Fair (33)
16%
20%
15%
- Poor (9) 4%
R2 – Experience using RTD Web (trends from Poor rating)
“The DLA website is not very user-friendly. I had to request assistance on numerous occasions.”
“It has taken me a long time understand how to use the RTD website. One of the major constrains of the website is the lack of pictures for items listed..”
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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? (158)
95%
90%
94%
R4: Did we ship property to you or did you go to pick it up? (191)
- It was shipped (71)
37%
44%
- Picked it up (120)
63%
56%
R4b: If you picked it up, was the property ready and available at your scheduled appointment? (124)
96%
93%
Green/Green
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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? (74)
90%
86%
R4a1: If it did not meet your expectations – was it
because of: (15)
- Quantity was incorrect (0) 6% 0%
- Unit of issue was incorrect (1) 7%
- Condition of property was incorrect (6)
24%
21%
40%
- Stock number received was incorrect (3)
13%
20%
- Part number received was incorrect (0) 4%
- Property was not delivered by the RDD (1) 8%
- Other (4)
59%
54%
27%
Example comment/s from Other category;
I have had issues with RTD requests recently that are given a “rejected- warehouse denial” status, after showing on hand If possible, could there be additional reasoning/notes added into the RTD site that gives the reason the items are shown in inventory but not releasable to the customer
Items were shipped from United States to overseas. Items took 4-6 months to be delivered. Quantity was incorrect.
FOR OFFICIAL USE ONLY

8. Turn-in/Transportation 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
4tht Qtr Survey
T1. How would you rate your experience using EDOCS (Electronic Document System) for retrieving your DD1348-1s? (68)
- Good (50)
77%
75%
74%
- Fair (11)
17%
21%
16%
- Poor (7) 6% 4%
10%
T2. When was your turn-in receipt (signed ) available in the Electronic Documents (EDOCS) system? (52)
- Less than or equal to ten (10) days (34)
78%
65%
- More than ten (10) days (18)
23%
22%
35%
T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (83)
- Good (60)
81%
72%
- Fair (14)
15%
12%
- Poor (9)
11%
T1 – example comment from Poor category;
“eDocs upload times are extremely slow, usually over a month..”
“I have been trying for months to get onto eDocs. I have repeatedly ed customer service with solutions that have not worked.”
T3 – example comment from Poor category;
“Items took 4 months to be delivered. Covers/boxes were broken.
T3 – Top negative comments;
Long wait times
Trucks show up late or not at all
FOR OFFICIAL USE ONLY

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 … (27)
- Problems with the Scheduler system (3)
21%
15%
11%
- Improper or lack of paperwork (0)
14%
13% 0%
- Problems with the Electronic Turn-in Document (ETID)
system or ETID approvals (5)
19%
- Limited hours of operation at site (4) 7%
- Insufficient/unsatisfactory support from Disp Svcs
personnel (4) 9%
- Issues with your Receipt in Place (RIP) property (1) 4%
- Other (10)
29%
35%
37%
T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (23)
97%
84%
91%
Green
Other:
The online site for scheduling returns has never worked
We have just been having trouble with carrier pick-up time and status. On two occasions, rescheduling pick-up was needed because the designated carrier failed to arrive .
FOR OFFICIAL USE ONLY

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) (18)
82%
89%
78%
HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (20)
95%
83%
71%
HW1 Comments
Ttaking too long to process DD1348 and establish delivery orders especially one COR. Oldest document is not being processed first. DRMO does not review documents prior to sending to generator (manifest, LDRs, MSDS). Inexperienced
HW2 Comments
CORs who are not being mentored or trained correctly. The service did meet our need but not in the required timelines established by DRMO and the contract.
DRMO CORs is not knowledgeable on the regulatory changes that come up and the generators has to educate them.
FOR OFFICIAL USE ONLY

11. Overall Comments Summary
Satisfied Comments 187
Neutral Comments 11
Not Satisfied Comments 55
TOTAL Comments Received 253
74% of comments were Satisfied
22% were Not Satisfied
4% were Neutral
Positive trends;
Great Customer Service
Positive employee attitudes and enthusiasm
1033 Program (LESO) positive comments
Negative trends;
Waiting Time for stamped/signed copies of the 1348s
Long wait times/No Show for trucks
Time it takes to wait for pick-ups or make appointments
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 Not Yet Used Your Service.” “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 32 customers who marked (Response requested) have been answered and closed.
FOR OFFICIAL USE ONLY

12. Trends from Customers who requested a response
Top 3 trends from the 32 Customers who requested a response;
(11) Transportation/Scheduling assistance
(8) NETOPS
(5) Help with locating property
Remaining were assistance requests for;
HW Shipping, Zip Code Mapping, EDOCs, and Delivery Orders,
FOR OFFICIAL USE ONLY

13. Outstanding Personnel (1 of 3)
Employees complimented by name in survey comments:
NORTH-EAST
Rolfe, Phil Aberdeen
Temple, Lorraine Aberdeen
Biacco, Perry Columbus
Dornbirer, Tom Columbus
Fenner, Carrie (3 Times) Columbus
Marshall, Eric Columbus
Dutton, Michael Meade
Dutton, Sarah Meade
Huffines, Carolyn Meade
Williams, Keith Meade
Cropp, Regina Norfolk
Foose, Nuria Norfolk
Jones, Terrence Norfolk
Madsen, Gary Norfolk
Young, George Norfolk
Papciak, Nicholas Pease
Stubbs, Rodney Pease
Cherry, Gwendolyn Richmond
Singleton, Terry (3 Times) Richmond
Tate, Christina Richmond
Wilson, Theresa Richmond
Cates, Jett Scott
NORTH-EAST (Cont)
Anderson, Cynthia (3 Times) Susquehanna
Coronacion, Serverino Susquehanna
Fortin, Mark Susquehanna
Fox, Tanya Susquehanna
Hahn, Lynn Susquehanna
Hambrook, Chad Susquehanna
Riley, Natasha (3 Times) Susquehanna
Rivera Frankie Susquehanna
SOUTH-EAST
Harrison, Marny (Twice) Cape Canaveral
Castille, Richard Eglin
Dean, Al (4 Times) Eglin
Hall, Richard « Brock » Eglin
Johnson, Barbra (Twice) Eglin
Daniels, Dan (5 Times) Huntsville
Davis, Kristie Jacksonville
Gordon, David Jacksonville
Hamilton, Thomas (Twice) Jacksonville
Kane, Tracy Jacksonville
Wilson, Dianne Jacksonville
Hineline, Cynthia (Twice) Lejeune
Brown, Anthony Warner Robins
Listing of employees complimented in surveys by customers.
FOR OFFICIAL USE ONLY

14. Outstanding Personnel (2 of 3)
Employees complimented by name in survey comments:
MID-AMERICA
Comito, Christopher (3 Times) Bliss
McGinty, Thomas Bliss
Cervi, Joseph Col. Springs
Fullman, Mark (Twice) Col. Springs
Hope, Kevin (Twice) Col. Springs
Ortega, Shontovia (Twice) Col. Springs
Sams, D.B. (Twice) Col. Springs
Stevens, Mike Col. Springs
Wilcox, John (Twice) Col. Springs
Williams, Toni (4 Times) Col. Springs
Molina. Carmen (Twice) Riley
Martinez, Jose San Antonio
Burnett, Michael Sill
Chappell, Donna Sill
Clelland, Paul Sill
Cleophat, Jean (Twice) Sill
Turner, David Sill
Willis, Wayne Sill
WEST
Buswell, Heath Barstow
Cooper, Daniel Barstow
Kashalla, Nuhu (Twice) Barstow
Wilds, Dustin (Twice) Barstow
Grimshaw, Jared (Twice) Hill
Schultz , Christopher Hill
Stickney, Dave Hill
Coulson, Gregory (Twice) Pendleton
Escoto, Jorge Pendleton
Gonzalvo, Ruel Pendleton
Thompson, Barry Pendleton
Guzman, Luis San Diego
Chapman, Zachary Tucson
Daker, Rosezanna Tucson
Enriquez, Jesse (Twice) Tucson
McCombs, James Tucson
Smolic, Janet (5 Times) Tucson
FOR OFFICIAL USE ONLY

15. Outstanding Personnel (3 of 3 )
Employees complimented by name in survey comments:
Europe and Africa
Echtinaw, Brian (3 Times) Djibouti
Tandu, Matondo (Twice) Djibouti
Dobrick, Eric Kaiserslautern
Harris, Daniel Kaiserslautern
Herb, Steven Kaiserslautern
MSgt Mendoza, Arvie (Twice) Molesworth
Pacific
Durocher, Brandon Anchorage
Evans, Ramon Anchorage
Wigginton, Kathy Anchorage
Cruz, Rose Guam
Rivera, Julie Guam
Smith, Shawn (3 Times) Iwakuni
Rembert, Nyam Okinawa
Bontog, Melchor Pearl Harbor
Castaneda, Abel (5 Times) Pearl Harbor
Delagente, Gilbert Pearl Harbor
Espanto, Lucrecio Pearl Harbor
Mendiola, Joseph (3 Times) Pearl Harbor
Matsumoto, Toshiyuki Sagami
Central
Alvarez, Francisco Arifjan
Williams, Gus (Twice) Arifjan
Williams, LaTanya Arifjan
Headquarters
Cain, John Customer Relations
Ganka, Jennifer Customer Relations
Fix, Carol RTD
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16. Outstanding Sites MID-AMERICA Colorado Springs(3 Times) Corpus Christi
Hood
Red River (Twice)
Riley (Twice)
San Antonio
Sill
NORTH-EAST
Columbus (Twice)
Crane
Letterkenny
Meade (Twice)
Norfolk
Portsmouth Pease
Richmond (3 Times)
Susquehanna (5 Times)
Wright Patterson
EUROPE/AFRICA
Djibouti ( Twice)
Grafenwoehr (3 Times)
Incirlik (Twice)
Kaiserslautern
WEST
Fairchild
Hill (5 Times)
San Joaquin
Tucson (5 Times)
SOUTH-EAST
Anniston
Bragg (Twice)
Cherry Point
Eglin (7 Times)
Jacksonville (5 Times)
Lejeune (Twice)
Warner Robins HQ
RTD
PACIFIC
Anchorage
Guam
Iwakuni (3 Times)
Okinawa
Pearl Harbor (3 Times)
Listing of sites complimented in surveys (as a whole or whole staff).
FOR OFFICIAL USE ONLY

17. Sample Comments
Recommend time off awards and cash awards to those folks - they make it happen every day!
I have left messages. I have ed several departments. There is no help.
DLA reps have been extremely helpful to our organizations. The unit has been without a Supply Tech for over a year.
In our first experience it took 4 or more weeks to receive transportation and this is definitely a real hinder to our overall operation due to limited storage space.
EXCELLENT CUSTOMER SERVICE AND VERY KNOWLEDGEABLE STAFF. THANK YOU VERY MUCH FOR ALL YOUR HELP!
Loss of field office in Newington, NH creating a local negative impact .Current process to ship DRMO material from our location in Bath, Maine is completely unacceptable.
FOR OFFICIAL USE ONLY

18. CRM Tickets 3rd Qtr FY18 DLA Service Level Met (SLM) GOAL: 75%
Tickets CLOSED
External Customers
88%
(trend)
89%
COMBINED (External and Internal Customers)
(QTR AVG)
Internal Customers
91%
Type & Quantity
CRM Ticket POC: John Cain Phone: Updated: July 1, Data Source: EBS web and CRM web
KEY POINTS 3nd Qtr:
TOP OF CHART – Tickets CLOSED in 3rd Qtr: 225
Goal is to answer 75% of CRM tickets within tolerance (Service Level Met (SLM) – DLA measure) 32 28 47 3 1 17 5 3
COMBINED TICKETS WORKED BY DISPOSITION SERVICES:
- Answered within tolerance: ( 89%)
- Answered out of tolerances: ( 11%) 44 26 5 14
EXTERNAL Tickets::
- Answered within tolerances: (88%) Answered out of tolerances: (12%)
INTERNAL Tickets
- Answered within tolerances: (91%) Answered out of tolerances: (9%) 21

19. FOR OFFICIAL USE ONLY