1. ICE Customer Surveys and CRM Status
2nd Quarter
Mr. John Cain, J-4 Customer Support
June 05, 2018
FOR OFFICIAL USE ONLY

2. ICE Surveys 2nd Qtr Roll-Up
Satisfaction Goal is 90%
Response Rate Goal is 16%
RESPONSE RATES
JAN
FEB
MAR
2nd Qtr TOTALS
Business Area
Sent
Resp
RTD/LESO
433
121
309
166
432 44
1174
331
Transportation / Turn-in
456 25
506 52
487 63
1449
140
Hazardous Waste (HW) 04 65 8 35 18
163 30
General Comment Cards 29 27 60
TOTALS:
952
150
880
226
954
125
2786
501
Overall Resp Rate
16%
26%
13%
18% Q2
Satisfaction
SATISFACTION
100%-90%
89%-70%
69%-0%
Business Area
JAN
FEB
MAR
2nd Qtr
RTD / LESO
90%
95%
93%
Turn-in / Transportation
91%
88%
Hazardous Waste (HW)
100%
86%
72%
General Comment Cards
96%
85%
90%
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.
2nd Qtr FY-18 Survey Confidence Level is 95% with a margin of error of + / - 3%
HW yellow trends
Poor customer service:
Documentation/Time lines: Q2
Response
18%
FOR OFFICIAL USE ONLY

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
4.62
4.48
4.42
4.31
4.57
Employee Staff/Attitude
4.72
4.54
4.61
4.45
4.65
4.32
Timeliness of Service
4.60
4.38
4.41
4.26
4.27
4.19
Hours of Service
4.49
4.39
4.33 9
4.53
Did the product or service meet your needs?
95%
93%
92%
91%
82%
Overall Satisfied
96%
90%
86%
HW Yellow – Sample comment:
Paperwork initiated from DLA to trucking company was not accurate. I handled multiple calls giving trucking company you address and what was in my shipment. Trucker could not fit my pallets on the truck either. Its been over one 1 month and I cannot get my dtid docs in edocs. Today I was told to all my doc #'s to a Representative. I would think you all should have the ability to see this.
69%-0%
89%-70%
100-90%
FOR OFFICIAL USE ONLY

4. Standard ICE Questions 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?
95%
91%
94%
88%
96%
82%
G3a: If no, please select from the drop down where we can most improve
Ease of doing Business
20%
29%
25%
40% 0%
33%
Competency in resolving problems
13%
11% 5%
Responsiveness (timely in getting back to you)
53%
17%
Consistency in stating procedures
14%
Nothing listed above (please provide details in comments)
22%
50%
15%
Results are for ALL Business Areas
Trans/Turn-In G3 Example Comment/s: I submitted ETIDS docs shortly after JAN Originally truck had been scheduled for March 22 and then rescheduled for February 22. Neither date is/was acceptable. I do not have storage for a full semi load of garbage in my warehouse. There is no reason a truck should not have been available within 3 week.
HW Example Comment/s: G3a Documents are not processed in the required timelines. They do not review documents from the contractor and only forward the s.
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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? (288)
- Military/DOD (72)
18%
25%
- Reutilization (36)
21%
13%
- Transfer/Donation (Combined) (4) 3% 1%
- LESO (153)
71%
52%
- Firefighter, CFL, Other (Combined) (23)
64% 9%
R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (305)
- Good (233)
82%
77%
- Fair (62)
16%
20%
- Poor (10)
R2 – Experience using RTD Web (trends from Poor rating)
“There needs to be quick notification and document dissemination once an item is awarded, as coordinating shipping/ pickup can be complicated. POC's need to be accurate in the descriptions on RTD web. Sometimes questions or picture requests take too long. This information is crucial in determining items to request..”
“I appreciate that photographs were included for the products. It would be helpful if photographs were included for all products.”
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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? (221)
95%
90%
R4: Did we ship property to you or did you go to pick it up? (270)
- It was shipped (119)
37%
44%
- Picked it up (151)
63%
56%
R4b: If you picked it up, was the property ready and available at your scheduled appointment? (167)
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? (124)
90%
R4a1: If it did not meet your expectations – was it
because of: (24)
- Quantity was incorrect (0) 6% 0%
- Unit of issue was incorrect (0)
- Condition of property was incorrect (5)
24%
21%
- Stock number received was incorrect (3)
13%
- Part number received was incorrect (1) 4%
- Property was not delivered by the RDD (2) 8%
- Other (13)
59%
54%
Example comment/s from Other category;
Some site will not return any information back when asked questions. I have had site's be very helpful and answer question while other site do not respond. I have been awarded items and site has not contacted me with details of the item or items.
Don't remember the RTD site, but I sent an to these two listed POC's, no response.
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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? (106)
- Good (80)
77%
75%
- Fair (22)
17%
21%
- Poor (4) 6% 4%
T2. When was your turn-in receipt (signed ) available in the Electronic Documents (EDOCS) system? (82)
- Less than or equal to ten (10) days (64)
78%
- More than ten (10) days (18)
23%
22%
T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (127)
- Good (98)
81%
- Fair (15)
15%
12%
- Poor (14)
11%
T1 – example comment from Poor category;
“I still have 1348's still pending in the edocs system dating back to mid ”
T3 – example comment from Poor category;
The trucks requested almost never arrive on time. I'm not talking about a few minutes late either. I mean an hour +. Sometimes coordination between multiple agencies are required to get all property together and loaded. When the truck is late, this throws a wrench in the system.
T3 – Top negative comments;
Long wait times
Trucks show up late or not at all
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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 … (46)
- Problems with the Scheduler system (7)
21%
15%
- Improper or lack of paperwork (6)
14%
13%
- Problems with the Electronic Turn-in Document (ETID)
system or ETID approvals (6)
11%
- Limited hours of operation at site (5) 7%
- Insufficient/unsatisfactory support from Disp Svcs
personnel (4) 9%
- Issues with your Receipt in Place (RIP) property (2) 4%
- Other (16)
29%
35%
T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (31)
97%
84%
Missed our Mark of 90%
Other:
Areas of improvement: Timeliness of trucks, there have been several times a company was requested however either it did not come on time, would not have any CBL paperwork, and many times did not come at all. Also, there have been times where a certain type of truck was requested (i.e. 53 foot flatbed, drop-deck, etc) and the wrong truck was received. Putting a truck request in and often times it taking up to 2 plus weeks to receive any response back or having to track down the status.
Compliments: Since I have been dealing with over the past few months, the representative I have been assigned has been a tremendous help. She has been very informative and extremely polite with assisting all of my questions and concerns; I feel she expressed a level of professionalism that has been unparalleled to others that have assisted in the past.
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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%
HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (20)
95%
83%
HW1
Subcontractor XYZ or whatever, they did not show up on time, with the correct vehicle and personnel. I am a disabled vet and had to violate medical orders and push my body to extremes in order to help the driver get all the waste onto the truck.
No HW2 Comments
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11. Overall Comments Summary
Satisfied Comments 239
Neutral Comments 5
Not Satisfied Comments 60
TOTAL Comments Received 304
80% of comments were Satisfied
19% were Not Satisfied
1% were Neutral
Positive trends;
Great Customer Service
Positive employee attitudes and enthusiasm
1033 Program (LESO) positive comments
Negative trends;
Waiting for stamped/signed copies of the 1348s
Long wait times 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; “This is a Test”.” “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 12 customers who marked (Response requested) have been answered and closed.
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12. Trends from Customers who requested a response
Top 3 trends from the 12 Customers who requested a response;
(3) Poor Customer Service/Communication
(2) NETOPS
(2) Help with locating property
Remaining were assistance requests for;
DSR contact information, Delivery Orders, DEMIL Instructions and Transportation/Scheduling assistance
FOR OFFICIAL USE ONLY

13. Outstanding Personnel (1 of 3)
Employees complimented by name in survey comments:
NORTH-EAST
Jones, Anthony Campbell
Biacco, Perry Columbus
Fenner, Carrie (Twice) Columbus
Marshall, Eric Columbus
Fortin, Mark Groton
Wickham, Edward Groton
Barnett, Carla Letterkenny
Hoon, Christina Letterkenny
Ray, James Letterkenny
Shuman, Todd Letterkenny
Huffines, Carolyn Meade
Jones, Terrence Norfolk
Miller, Leonthia Norfolk
Young, George Norfolk
Papciak, Nicholas Pease
Cherry, Gwendolyn Richmond
Cates, Jett Scott
Roderick, Brandon Sparta
Weekley, William (Bill) Sparta
Anderson, Cynthia (Twice) Susquehanna
Riley, Natasha (Twice) Susquehanna
Rivera Frankie Susquehanna
SOUTH-EAST
Davis, Kristie Bragg
Garris, Eric (Twice) Bragg
Brown, Tenille Bragg
Curtis, Mitchell Bragg
James Reginald Bragg
Meinke, Dwight Bragg
Soto, Gregorio (3 Times) Bragg
Hambrick, Karla (Twice) Eglin
Hambrick, Michael Eglin
Anderson, Nicholas Huntsville
Daniels, Dan Huntsville
Banks, Steven Jacksonville
Buecker, Mark Jacksonville
Hamilton, Thomas (3 Times) Jacksonville
Jordan, Frederick Jacksonville
Wilson, Dianne Jacksonville
Grant, Lucas (Twice) Lejeune
Harris, Ryan Lejeune
Hernandez, Monica (3 Times) Lejeune
Licht, Brian Lejeune
Brown, James T. (6 Times) 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
Hope, Kevin (Twice) Col. Springs
Martin, Edward Col. Springs
Sams, David (Twice) Col. Springs
Stevens, Mike (Twice) Col. Springs
Wilcox, John (Twice) Col. Springs
Martinez, Jose Corpus Christi
Agyei, Frank Hood
Brown. John Hood
Jackson, Joe Hood
Campbell, Vernon Offutt
Crawford, Kelli Red River
Martinez, Anthony Riley
Molina. Carmen Riley
Robledo, Zachary San Antonio
Johnson, Stephen Whiteman
WEST
Wilds, Dustin Barstow
Files, Dan Hill
Grimshaw, Jared (3Times) Hill
Kibler, Scott Hill
Meyer, Brandon (Twice) Hill
Schultz , Christopher (3Times) Hill
Stickney, Dave Hill
Kirby, Ryan Kirtland
Arrendondo, Denisse Pendleton
Coulson, Gregory Pendleton
Quejado, Eddiely Pendleton
Thompson, Barry Pendleton
Robie, Eric Sierra
Coward, Phillip Tucson
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15. Outstanding Personnel (3 of 3 )
Employees complimented by name in survey comments:
Pacific
Castillo, Clifford Guam
Fejarang, Ronnie Guam
Powell, Mark Guam
Mendiola, Joseph Pearl Harbor
Ikeda, Megumi Sagami
Matsumoto, Toshiyuki Sagami
Central
Alvarez, Francisco (Twice) Arifjan
Williams, Gus (Twice) Arifjan
Williams, LaTanya (Twice) Arifjan
Europe and Africa
Forbes, Edward Aviano
Marich, Robert Aviano
Marongiu, Massimo Aviano
Nelson, Christopher (Twice) Aviano
Thompson, Michael (Twice) Aviano
Tandu, Matondo (Twice) Djibouti
Cole, Frank Grafenwoehr
Lee, Ursula Grafenwoehr
Schmidt, Michael Kaiserslautern
MSgt Mendoza, Arvie Molesworth
Jimenez, Reinaldos Rota
Headquarters
Aguero, Jose CFL
Carter, Steven RTD
Fix, Carol RTD
Wood, Michael LESO
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16. Outstanding Sites NORTH-EAST Columbus (4 Times) Letterkenny
Meade (Twice)
Norfolk (Twice)
Scott
Sparta (Twice)
Susquehanna (5 Times)
Tobyhanna
WEST
Barstow (Twice)
Hill
Lewis (Twice)
Pendleton (Twice)
San Joaquin
Tucson
MID-AMERICA
Colorado Springs(4 Times)
Offutt
Riley
EUROPE/AFRICA
Aviano (4 Times)
Djibouti
Grafenwoehr
Incirlik
Kaiserslautern
PACIFIC
Guam
Misawa (Twice)
Okinawa (Twice)
Pearl Harbor (5 Times)
SOUTH-EAST
Anniston
Bragg
Campbell
Eglin (3 Times)
Huntsville
Jacksonville
Lejeune (4 Times)
Warner Robins (5 Times)
Listing of sites complimented in surveys (as a whole or whole staff). HQ
LESO (Twice)
RTD (3 Times)
Transportation (6 Times)
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17. Sample Comments
Online scheduling is easy and the staff work very well to make sure the pickup is on time.
To simplify some of the military jargon that non-military folks don’t understand
I just wanted to take a minute to say THANK YOU to you and your TEAM for exceptional patience, training, customer service and support.  You could have easily turned us away with a truck full of equipment but didn’t.  Because of your TEAM’s support, I ensure you our next turn, if applicable, in will not disappoint.     
Please stop sending me these survey’s. If I had anything good to say about my DRMO support, I would have a long time ago
      In less than 24hrs, Site X followed up on my general negative comment submitted in response to the DLA Survey Letter.   I was very impressed with the timeliness and sincere desire to listen to my concerns.  It became obvious to me that my negative comment in my previous survey was probably too harsh. 
We see a lot of items being turned in from other branches of service, but do not see the items being made available for request.
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18. CRM Tickets 2nd Qtr FY18 DLA Service Level Met (SLM) GOAL: 75%
Tickets CLOSED
External Customers
94%
(trend)
93%
COMBINED (External and Internal Customers)
(QTR AVG)
Internal Customers
80%
Type & Quantity
CRM Ticket POC: John Cain Phone: Updated: April 1, Data Source: EBS web and CRM web
KEY POINTS 2nd Qtr:
- Weekly (vice monthly) “Director’s Level” open ticket reports are increasing supervision & awareness.
Non-cadre members without system access are playing a role.
TOP OF CHART – Tickets CLOSED in 2nd Qtr: 291 Goal is to answer 75% of CRM tickets within tolerance
(Service Level Met (SLM) – DLA measure) 24 39 64 11 1 40 5 1 59 24 9 14
COMBINED TICKETS WORKED BY DISPOSITION SERVICES: 291
- Answered within tolerances: 273 ( 94%)
- Answered out of tolerances: 18 ( 6%) 21
EXTERNAL customer tickets worked by Disp Svcs employees: 267
- Answered within tolerances: 251 (94%) Answered out of tolerances: 16 (6%)
INTERNAL - Calls: closed in 2nd Qtr: 24
Closed by Disp Svcs (INTERNAL customer tickets … our own employees)
Answered within tolerances: 22 (91%) Answered out of tolerances: 2 (9%)

19. FOR OFFICIAL USE ONLY