1. ICE Customer Surveys and CRM Status
1st Quarter
Mr. John Cain, J-4 Customer Support
March 06, 2017
FOR OFFICIAL USE ONLY

2. ICE Surveys 1st Qtr Roll-Up
Satisfaction Goal is 90%
Response Rate Goal is 16%
RESPONSE RATES
OCT
NOV
DEC
1st Qtr TOTALS
Business Area
Sent
Resp
RTD/LESO
852
156
745 40
435 69
2032
265
Transportation / Turn-in
171 30
175 43
185 11
531 84
Hazardous Waste (HW) 85 9 89 10 70 4
244 23
General Comment Cards 36
TOTALS:
1108
195
1009 93
690
2807
372
Overall Resp Rate
18% 9%
12%
13% Q1
Satisfaction
SATISFACTION
100%-90%
89%-70%
69%-0%
Business Area
OCT
NOV
DEC
1st Qtr
RTD / LESO
96%
98%
97%
Turn-in / Transportation
100%
55%
84%
Hazardous Waste (HW)
90%
General Comment Cards
78%
87%
86%
74%
93%
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.
1st Qtr FY-18 Survey Confidence Level is 95% with a margin of error of + / - 5%
General Comment Cards yellow trends top three
Poor customer service:
Request for more photos:
Long wait to turn in even though I had an appointment: Q1
Response
13%
FOR OFFICIAL USE ONLY

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
4.62
4.48
4.31
Employee Staff/Attitude
4.72
4.61
4.65
Timeliness of Service
4.60
4.41
4.27
Hours of Service
4.49
4.39
4.53
Did the product or service meet your needs?
95%
92%
Overall Satisfied
96%
93%
ALL Green
69%-0%
89%-70%
100-90%
FOR OFFICIAL USE ONLY

4. Standard ICE Questions 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?
95%
94%
96%
G3a: If no, please select from the drop down where we can most improve
Ease of doing Business
20%
25% 0%
Competency in resolving problems
13%
Responsiveness (timely in getting back to you)
53%
Consistency in stating procedures
Nothing listed above (please provide details in comments)
50%
Results are for ALL Business Areas
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? (369)
- Military/DOD (43)
18%
- Reutilization (21)
21%
- Transfer/Donation (Combined) (6) 3%
- LESO (152)
71%
- Firefighter, CFL, Other (Combined) (57)
64%
R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (352)
- Good (209)
82%
- Fair (40)
16%
- Poor (7)
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.”
FOR OFFICIAL USE ONLY

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? (194)
95%
R4: Did we ship property to you or did you go to pick it up? (225)
- It was shipped (83)
37%
- Picked it up (142)
63%
R4b: If you picked it up, was the property ready and available at your scheduled appointment? (149)
96%
Green/Green
FOR OFFICIAL USE ONLY

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? (89)
90%
R4a1: If it did not meet your expectations – was it
because of: (16)
- Quantity was incorrect (1) 6%
- Unit of issue was incorrect (1)
- Condition of property was incorrect (4)
24%
- Stock number received was incorrect (0) 0%
- Part number received was incorrect (0)
- Property was not delivered by the RDD (1)
- Other (10)
59%
Example comments from Other category;
“I sometimes get conflicting procedures between the DRMO representative and DLA representative”
“Not sure when or why the new rules came into place. Nothing like feeling like a non trusted individual when you have to be escorted everywhere and felt like a caged animal with the new fencing the DLA has. Not sure why the actions of a few LESO's has caused this protocol.....But now its becoming a hassle.”
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? (81)
- Good (62)
77%
- Fair (14)
17%
- Poor (5) 6%
T2. When was your turn-in receipt (signed ) available in the Electronic Documents (EDOCS) system? (60)
- Less than or equal to ten (10) days (46)
- More than ten (10) days (14)
23%
T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (85)
- Good (69)
81%
- Fair (13)
15%
- Poor (3) 4%
T1 – example comment from Poor category;
“I have 1348's still pending in the edocs system dating back to mid ”
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 negative comments;
Scheduling system is unreliable
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 … (28)
- Problems with the Scheduler system (6)
21%
- Improper or lack of paperwork (4)
14%
- Problems with the Electronic Turn-in Document (ETID)
system or ETID approvals (3)
11%
- Limited hours of operation at site (2) 7%
- Insufficient/unsatisfactory support from Disp Svcs
personnel (4)
- Issues with your Receipt in Place (RIP) property (1) 4%
- Other (8)
29%
T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (30)
97%
Green
Other
“It would be helpful if the brokers/dispatch could ensure that all their driver's had the proper credentials. A lot of drivers are being turned away due to this technically..”
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) (11)
82%
HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (20)
95%
HW1
No Negative Comments
FOR OFFICIAL USE ONLY

11. Overall Comments Summary
Satisfied Comments 219
Neutral Comments 2
Not Satisfied Comments 40
TOTAL Comments Received 261
84% of comments were Satisfied
15% were Not Satisfied
1% were Neutral
Positive trends;
Positive employee attitudes and enthusiasm
1033 Program (LESO) positive comments
Great Customer Service
Negative trends;
Items listed as condition code A but aren’t
Having to learn NEW Processes
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 10 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 10 Customers who requested a response;
(2) Poor Customer Service/Communication
(2) Photo & additional detail requests
(2) Help with locating property
Remaining were assistance requests for;
DSR contact information, Delivery Orders, and help understanding NEW Processes
FOR OFFICIAL USE ONLY

13. Outstanding Personnel (1 of 2)
Employees complimented by name in survey comments:
SOUTHEAST
Carr, Debbie Anniston
Jones, Anthony Campbell
Ramirez, Vince (Twice) Eglin
Davis, Kristie Jackson
Mitchell, Willie Warner Robins
Taylor, James Warner Robins
Brown J.("Tyler") (10 Times) Warner Robins
Rodgers, Penelope Warner Robins
NORTHEAST
Biacco, Peter Columbus
Fenner, Carrie Columbus
Hudson, Ron Crane
Fortin, Mark Groton
Wickham, Edward Groton
Hoon, Christina Letterkenny
Shuman, Todd Letterkenny
Papciak, Nicholas Pease
Tate, Christina Richmond
Roderick, Brandon Sparta
Anderson, Cynthia (Twice) Susquehanna
Riley, Natasha (Twice) Susquehanna
MID AMERICA
Larson, James Riley
Kramer, Kevin San Antonio
Roussel, Daniel San Antonio
Johnson, Stephen Whiteman
Fullman, Mark Col. Springs
McGinty, Thomas Col. Springs
Sams, David (3 Times) Col. Springs
Listing of employees complimented in surveys by customers.
FOR OFFICIAL USE ONLY

14. Outstanding Personnel (2 of 2)
Employees complimented by name in survey comments:
Pacific
Emerick, Carolyn Fairbanks
Powe, John (Twice) Fairbanks
Rollo, James Fairbanks
Cruz, Rose Guam
Sato, Toshiyuki Misawa
Rembert, Nyam Okinawa
Sato, Kouichi Sagami
WEST
Dewolf, Jared Hill
Grimshaw, Jared Hill
Niensiri, Padet Hill
Schultz , Christopher Hill
Snow, Steven Hill
Streeper, David Hill
Compton, Shawn Lewis
Ebner, Adam Lewis
Mueller , Bernie Lewis
Robb, Shirley Lewis
Robie, Eric (9Times) Sierra
Coward, Phil Tucson
Europe and Africa
Marongiu, Massimo (3 Times) Aviano
Gallo, Aaron Grafenwoehr
Central
Alvarez, Francisco (Twice) Arifjan
Williams, Gus (4 Times) Arifjan
Williams, LaTanya Arifjan
FOR OFFICIAL USE ONLY

15. Outstanding Sites NORTHEAST Aberdeen Letterkenny Julien's Creek Meade
Norfolk (Twice)
Richmond
Scott
Sparta (4 Times)
Susquehanna (3 Times)
MID AMERICA
Colorado Springs(7 Times)
Corpus Christi
Hood
Riley
Warner Robins
Whiteman
Wright Patterson
WEST
Barstow
Hill ( Twice)
Lewis (4 Times)
Sierra (9 Times)
Tucson
PACIFIC
Fairbanks (Twice)2
Gimcheon
Okinawa
Sagami
EUROPE/AFRICA
Djibouti
Incirlik
Kaiserslautern (Twice)
Rota
SOUTHEAST
Campbell (3 Times)
Columbus (4 Times)
Jacksonville (4 Times)
Lejeune HQ
CFL
LESO (6 Times)
RTD (3 Times)
Transportation (Scheduling)
CENTRAL
Arifjan (5 Times)
Qatar
Listing of sites complimented in surveys (as a whole or whole staff).
FOR OFFICIAL USE ONLY

16. Sample Comments
I sometimes get conflicting procedures between the DRMO representative
Coming from PAFB, and ret. Army, you guys made Army look good!
Pictures and as much information about items is “most helpful!”
One of the quickest transactions I've ever completed through the LESO program.
You have lost your resident knowledge. the past five months your organization has lost its customer service and all the knowledge that years of experience had brought with it.
From start to finish, this DLA site was very helpful and responded to my and questions. We had issues with UPS with caused some mix up on our side and the site worked around every issue.
FOR OFFICIAL USE ONLY

17. CRM Tickets 1st Qtr FY18 DLA Service Level Met (SLM) GOAL: 75%
Tickets CLOSED
External Customers
94%
(trend)
95%
COMBINED (External and Internal Customers)
(QTR AVG)
Internal Customers
97%
Type & Quantity
CRM Ticket POC: John Cain Phone: Updated: March 1, Data Source: EBS web and CRM web
KEY POINTS 1st 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 1st Qtr: 359 Goal is to answer 75% of CRM tickets within tolerance
(Service Level Met (SLM) – DLA measure) 36 47 73 11 3 57 2 73 31 5
COMBINED TICKETS WORKED BY DISPOSITION SERVICES: 359
- Answered within tolerances: 341 ( 95%)
- Answered out of tolerances: 18 ( 5%) 21
EXTERNAL customer tickets worked by Disp Svcs employees: 250
- Answered within tolerances: 235 (94%) Answered out of tolerances: 15 (6%)
INTERNAL - Calls: closed in 1st Qtr: 109
Closed by Disp Svcs (INTERNAL customer tickets … our own employees)
Answered within tolerances: 106 (97%) Answered out of tolerances: 3 (3%)

18. FOR OFFICIAL USE ONLY