1. Customer Survey Results
2nd Quarter FY17
Customer Survey Results
Greg Dangremond
Informational Brief
June 6, 2017

2. 2nd Quarter ICE Survey High Level Summary
Response Rate Goal
16%
RESPONSE RATES
JAN
FEB
MAR
2nd Qtr TOTALS
Business Area
Sent
Resp
RTD/LESO
538
153
110 50
707
168
1355
371
Transportation / Turn-in
475 65
411 27
572 21
1458
113
Hazardous Waste (HW) 39 3 14
143 12
247 29
General Comment Cards 36 66 34
136
TOTALS:
1052
221
586 91
1422
201
3060
513
Overall Resp Rate
21%
16%
14%
Q2 17%
SATISFACTION
100%-90%
89%-70%
69%-0%
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;
Response Rates with General Cards:
Q2 = 20% (649 total responses vs. 513 divided by 3,196 vs 3,060
Satisfaction Rates for 2nd Quarter: (Above response rate goal of 16%, with or without General Comment Cards included)
General Comment Cards yellow trends top three;
Limited ETID access: example comment – “For the past 6 days or so I have had very limited/no access to the external business portal/ETID which is an absolute must to generate the ETIDs per week that I generate..”
Deleted HazWaste Profiles: example comment – “The update to the ETID system removed all the HW profiles in the system that had not been recently certified within the ETID system.”
Long wait to turn in even though I arrived early: example comment – “On the 29th March we had an appointment for turn in of equipment at 11am. We checked in around 10:30 and did not get the 4 items turned in until 12:45.”
Business Area
JAN
FEB
MAR
2nd Qtr
R/Y/G
RTD / LESO
95%
100%
91%
92%
Transportation / Turn-in
98%
88%
Hazardous Waste (HW)
86%
80%
85%
General Comment Cards
66%
84% Q2
93%
Satisfaction Goal is 90%

3. Standard ICE Questions 2nd 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
4.59
4.61
4.50
4.36
Employee Staff/Attitude
4.66
4.73
4.79
4.35
Timeliness of Service
4.51
4.49
4.47
4.00
4.21
Hours of Service
4.54
4.44
4.26
Did the product or service meet your needs?
97%
96%
88%
Overall Satisfied
94%
95%
83%
85%
HW Disp typically doesn’t have enough comments to glean trends, below are a few example comments;
“Not following contract, lack of personnel to support the contract.” (Pearl Harbor)
“COR, late arrival or no show. Not properly reviewing manifest and 1348's. Excessive time to process 1348's and pick up of delivery.” (Pearl Harbor)
69%-0%
89%-70%
100-90%

4. Standard Question (All Business Areas) 2nd 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%
85%
G3a: If no, please select from the drop down where we can most improve
Ease of doing Business
30%
29% 0%
38%
25%
20%
Competency in resolving problems 5%
13%
Responsiveness (timely in getting back to you) 3%
32%
43%
Consistency in stating procedures
10%
Nothing listed above (please provide details in comments)
75%
40%
100-90%
89%-70%
69%-0%
HW Disp yellow trends top three; (so few overall comments that these are the same as previous slide)
“Not following contract, lack of personnel to support the contract.” (Pearl Harbor)
“COR, late arrival or no show. Not properly reviewing manifest and 1348's. Excessive time to process 1348's and pick up of delivery.” (Pearl Harbor)
Example comments for Nothing listed above
REUT/LESO: “The biggest issue is what is listed on the RTD site and the lack of information on most of the items. Many do NOT have pictures and many do not have an accurate description of the item and the condition.”
TRANS/TURN-IN: “Requesting a pick up/ transportation was awful. The scheduling system took 3-4 months to schedule a truck.”
HW Disp: same as noted above.

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? (327)
- Reutilization (100)
22%
31%
- Transfer/Donation (Combined) (12) 2% 4%
- LESO (180)
71%
55%
- Firefighter, CFL, Other (Combined) (35)
11%
R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (270)
- Good (286)
77%
81%
- Fair (57)
20%
16%
- Poor (12) 3%
R2 – Experience using RTD Web (trends from Poor rating)
“Please add more photo’s”
“I have had several items show as awarded and then sometime later show as canceled.”
“The biggest issue is what is listed on the RTD site and the lack of information on most of the items.”

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? (270)
100%
95%
R4: Did we ship property to you or did you go to pick it up? (300)
- It was shipped (117)
41%
39%
- Picked it up (183)
59%
61%
R4b: If you picked it up, was the property ready and available at your scheduled appointment? (204)
97%
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? (122)
95%
R4a1: If it did not meet your expectations – was it
because of: (18)
- Quantity was incorrect (0) 0%
- Unit of issue was incorrect (1) 9%
- Condition of property was incorrect (8)
36%
44%
- Stock number received was incorrect (2)
11%
- Part number received was incorrect (0)
- Property was not delivered by the RDD (1) 6%
- Other (7)
45%
39%
Example comments from Other category;
“Please add more photo’s.”
“I have had several items show as awarded and then sometime later show as canceled.”
“The biggest issue is what is listed on the RTD site and the lack of information on most of the items.”

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? (91)
- Good (68)
77%
75%
- Fair (18)
16%
20%
- Poor (5) 7% 5%
T2. When was your turn-in receipt (signed ) available in the Electronic Documents (EDOCS) system? (66)
- Less than or equal to ten (10) days (53)
74%
80%
- More than ten (10) days (13)
26%
T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (105)
- Good (83)
73%
79%
- Fair (14)
19%
13%
- Poor (8) 8%
T1 – example comment from Poor category;
“I did a direct ship on 14 March 2017 and here it is six weeks later and the documents have still not been uploaded in eDocs.”
T3 – example comment from Poor category;
“The issue I had was the failure of the trucks to show up as scheduled.”
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 (7)
15%
30%
- Improper or lack of paperwork (2)
11% 9%
- Problems with the Electronic Turn-in Document (ETID)
system or ETID approvals (3)
25%
13%
- Limited hours of operation at site (2)
- Insufficient/unsatisfactory support from Disp Svcs
personnel (2)
10%
- Issues with your Receipt in Place (RIP) property (0) 1% 0%
- Other (7)
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? (32)
95%
97%
Green

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) (17)
73%
82%
HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (23)
81%
87%
HW Disp yellow trends; (so few overall comments that these are the same as previous slide)
“Not following contract, lack of personnel to support the contract.” (Pearl Harbor)
“COR, late arrival or no show. Not properly reviewing manifest and 1348's. Excessive time to process 1348's and pick up of delivery.” (Pearl Harbor)

11. Overall Comments Summary
Satisfied Comments 269
Neutral Comments 2
Not Satisfied Comments 60
TOTAL Comments Received 331
81% of comments were Satisfied
18% were Not Satisfied
1% were Neutral
Positive trends;
Employees recognized in a positive way by name
Staff is Helpful
Good job adding more photos
Negative trends;
Long wait for eDocs to update
Trucks do not show up on time or at all
NETOPS (Reduction at Dix – employee driven)
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 closure/resolution.
All 30 customers who marked (Response requested) have been answered and closed.

12. Trends from Survey Customers who requested a response
Top 3 trends from the 30 Customers who requested a response;
(6) Request Dix not be downsized (employee instigated)
(4) Why were our HazWaste Profile Sheets deleted
(3) Unreliable or conflicting DSR information
Remaining trends were assistance requests for;
Requisition & Shipping status, ETID, Copies of 1348’s,
How to create a want-list, Scheduler, DSR contact information,
Helicopter parts search, RTD office assistance

13. Outstanding Personnel (1 of 3)
Employees complimented by name in survey comments:
EAST
Kendrick, Dexter Bragg
Harrison, Marny Cape Canaveral
Brown, Robert (Tom) Cherry Point
Ottey, Gregory Cherry Point
Bouley, Dale Eglin
Brown, Uelivia (Libby) Eglin
Dean, Al (twice) Eglin
Miller, Neil Eglin
Mitchell, Curtis Eglin
Ramirez, Vincent Eglin
Rios-Dean, Tina Eglin
Williams, Jessica (3times) Eglin
Craft, Carl Fort Dix
Newlund, Chris (4 times) Fort Dix
Hamilton,Thomas (8 times) Jacksonville
Ellis, Earl (3 times) Keesler
EAST
Estal, Dee Keesler
Hernandez, Monica (twice) LeJeune
Huffines, Carolyn (twice) Meade
Bowland, Millicent (twice) Norfolk
Cadosio, Victorino Norfolk
Cropp, Regina Norfolk
Hendley, Tammy (4 times) Norfolk
Williams, Clifford Norfolk
Dotson, Correy Portsmouth/P
Stubbs, Rodney Portsmouth/P
Waugh, Merrill (Sonny) Portsmouth/P
Dezon, Philomena Richmond
Clarke-Wiggins, Virginia St Juliens Creek
Anderson, Cynthia (3 times) Susquehanna
Hambrook, Chad (twice) Susquehanna
Riley, Natasha (3 times) 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
Wigginton, Kathy Anchorage
Ensley, Mike (4 times) Col. Springs
Fernandez, Steven (twice) Col. Springs
Hope, Kevin (twice) Col. Springs
Plott, Jared (4 times) Col. Springs
Sams, David (twice) Col. Springs
Thomas, Michael (twice) Col. Springs
Washington, Jerry Col. Springs
Williams, Toni Col. Springs
Lovato, Elaine (twice) Hill
Hill, Jeremy Kirkland
Castaneda, Zina (twice) Lewis
Majillo, Enrico Lewis
Powers, Karen Lewis
Jones, Margaret Nellis
Quejado, Edel Pendleton
Little, Richard Red Stone
Cubarrubias, Ed San Diego
Ramiro, Charles San Diego
Barberis, Chad San Joaquin
Moody, Gilbert San Joaquin
MID AMERICA
Carr, Debbie Anniston
Badger, Joe Anniston
Joes, Anthony (AJ) Campbell
White, Debra Campbell
Caron, Lucien (twice) Columbus
Fenner, Carrie (4 times) Columbus
Harrington, Margo (twice) Columbus
Lawson, Carl (twice) Columbus
Grant, Joe Gordon
Flaningam, Noel Great Lakes
Little, Paul Huntsville
Hines, Shannon Knox
Morehead, Gary Knox
Simmons, John Polk
Larson, James Riley
Craft, David San Antonio
Anderson, Ed Sill
Allen, Michael Stewart
Berry, Leander Stewart
Mitchell, Willie (twice) Warner Robins

15. Outstanding Personnel (3 of 3)
Employees complimented by name in survey comments:
HQ BC
Everest, Sheila RTD
Fix, Carol RTD
Wilds, Dustin Workforce Development
Zink, Twyla (twice) RTD
EUROPE/AFRICA
Forbes, Sean Aviano
Nelson, Chris Aviano
Kyle, Tracy Guam
Lang, Robert Kaiserslautern
Lutter, Richard Kaiserslautern
Del Castillo, Joaquin (twice) Rota
Lamontagne, Maria (4 times)Rota
Montes, Manuel Rota
PACIFIC
Clay, Michele Misawa
CENTRAL
Hampton, Tremain Arifjan
Hicks, Anthony Arifjan
Webber, Kenneth Arifjan
Williams, Gus Arifjan
Williams, LaTanya Arifjan
SFC Holleman, Yazmin Qatar

16. Outstanding Sites (1 of 2)
Sites complimented by name in survey comments:
EAST
Aberdeen
Cherry Point
Eglin (4 times)
Dix (4 times)
Groton
Jacksonville (5 times)
Lejeune
Letterkenny (4 times)
Meade (3 times)
Norfolk (5 times)
Portsmouth/ Pease
Richmond
St. Julien’s Creek (3 times)
Susquehanna (3 times)
MID AMERICA
Anniston
Benning
Columbus (twice)
Dyess
Gordon
Hood
Knox (twice)
Polk
Red River
Riley (3 times)
San Antonio
Sparta (twice)
Warner Robins
WEST
Anchorage (twice)
Colorado Springs (5 times)
Hill
Lewis (3 times)
Pendleton
San Diego
San Joaquin HQ
LESO (10 times)
RTD (11 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
Kaiserslautern
Molesworth
Rota (twice)
Sigonella
PACIFIC
Guam (twice)
Misawa
Okinawa
Pearl Harbor
CENTRAL
Kuwait
Listing of sites complimented in surveys (as a whole or whole staff).

18. Sample Comments
It is never a simple, pleasant experience dealing with direct truck transportation
I was a little early for my appointment and the personnel at DRMO accommodated me cheerfully rather than make me wait
It was a bit tedious to figure out the website and turn – in procedure. There is a need for context help when requesting pick-up of items online
We had a lot of old gear we needed to process through the DRMO in order to prepare for an inspection. Patience, knowledge of the job and overall customer service were extremely helpful and undoubtedly were a part of the reason that we had a successful inspection
The lady at the front desk has a very bad attitude and was even told by one of the other DLA employees to stop being rude
The NSN should not have been included for the thermal site because the mount has a separate NSN. That would be like advertising a Corvette with the VIN number and then delivering the wheels.
It is great knowing we have a support staff that care about providing quality support to the field