1. 1 DEFENSE LOGISTICS AGENCY AMERICA’S COMBAT LOGISTICS SUPPORT AGENCY DEFENSE LOGISTICS AGENCY AMERICA’S COMBAT LOGISTICS SUPPORT AGENCY WARFIGHTER SUPPORT ENHANCEMENT STEWARDSHIP EXCELLENCE WORKFORCE DEVELOPMENT Tracy Sokolowski, J411 Nov 2013 4 th Quarter FY13/Year end Customer Survey Results

2. 2 Last survey results for FY13 Satisfaction rate was at or above 90% goal throughout the year Overall trend was steady improvement throughout the year across all business areas RBI responses gradually got better as access issues were resolved and systems fixes got implemented Response rate declined throughout year SYNOPSIS

3. 3 RBI REVIEW Looking across the entire FY13 (all 4 qtrs): 35 possible responses to RBI questions ‒With our 1 st and 3 rd quarter audience, 26 of the answers improved (74%) ‒With our 2 nd and 4 th quarter audience, 29 of the answers improved (83%) DEMONSTRATES THAT, AS EXPECTED, RBI CONCERNS DECREASED THROUGHOUT OUR DEPLOYMENT YEAR

4. 4 COMMON THEMES Comments - themes were consistent throughout FY13: By FAR - #1 customer concern: not knowing the status of their requisitions and whether or not they would get property. (RTD/LESO) ‒NOTE: RTD (Audit Readiness approved) SCR to fix this problem has been submitted! Systems access problems/lengthy log-in processes still mentioned but these comments declined throughout year as customers grew accustomed to new procedures. ‒NOTE: LESO customers still seem to be struggling on this front more than other customers Continued frequent comments on the need for photos and better descriptions. (RTD/LESO) Long wait for turn-in appointments mentioned consistently all four quarters. (TRANS/TURN-IN) MOST CONSISTENT THEME: EMPLOYEE COMPLIMENTS!!

5. 5 Six std ICE questions: Avg GREEN for year - all five business areas. Steady improvements in 3 rd and 4 th qtrs (both customer audiences) for most areas. Haz/LESO continued to struggle 3 rd qtr, but greatly improved by year end. –Facility, Staff Attitude, Timeliness, Hours of Business, Meeting Needs, Satisfied or not Website and Responsiveness: Most business areas improved here, going from YELLOW to GREEN, or RED to YELLOW. –Reut did take a dip in 4 th quarter on responsiveness. Consistency and Competency: Steady improvement across the board all quarters – all business areas. Feeling Valued/Ease of Doing Business/Addressing Concerns: –Hazardous customers in particular showed decreases on ease of doing business and answering concerns with both customer groups, but very small customer pool (less than 25 respondents – not considered statistically viable) –Trans/Turn-in both went into the Green with audiences second time around on the “feeling valued” question. Believe this is largely due to patient and excellent customer service by warehousing personnel at the field level. FY13 Averages for General Questions

6. 6 16 possible responses (4 questions / 4 quarters) –Overall avg for year: YELLOW (69% of the time) Went up with both audiences on using our services for ALL needs, and retrieving info from website Went from YELLOW to GREEN on COR assistance with both groups Stayed steady on getting help when needing assistance (YELLOW) ASSESSMENT: Biggest issue for Hazardous survey is getting a larger customer pool to make results more statistically viable 40 possible responses (10 questions / 4 quarters). –Overall avg for year: YELLOW (53% of the time) Stayed RED all year on the 1-5 day notification. Bad metric. Lots of variables prove it to be non-viable. Time for truck arrival meeting rqmts. Getting CBL w/in 48 hrs. Getting issues corrected ASSESSMENT: Overall results respectable, improved throughout year. BUSINESS AREA SYNOPSIS TRANSPORTATION HAZARDOUS All showed steady improvement, with two going to GREEN in 4 th Qtr.

7. 7 28 possible responses (7 questions / 4 quarters) –Overall avg for year: GREEN (54%) Stayed YELLOW all year on meeting appointment dates Went from YELLOW to GREEN with both customer groups on answering concerns if they needed assistance ASSESSMENT: Steady improvement all year, ending overall predominantly GREEN. Trans/Turn-in Combined questions –ETID Solid all year – mostly GREEN. –RIP GREEN last three qtrs. –EDOCs went negative, ending year in RED. BUSINESS AREA SYNOPSIS (Cont.) TURN-IN

8. 8 Only 12 possible responses (3 questions / 4 quarters) –Overall avg for year: RED (92% of the time) Ease of enrollment did go from RED to YELLOW last quarter Website questions both stayed RED all year ASSESSMENT: Struggled all year to please LESO customers. Big problems adjusting to new login procedures and new RTD Website. Didn’t like not knowing if they were going to get property or not. 20 possible responses (5 questions / 4 quarters) –Overall avg for year: YELLOW (60% of the time) Went up in all questions with the first customer group (1 st /3 rd qtrs) Went down in two of the five questions with group two (2 nd /4 th qtrs) –Ease of using website –If RDD not met – did you get it within 1-2 weeks (NOTE: Only two responses on this 4 th qtr though) ASSESSMENT: Mostly showed improvement throughout year but never able to get GREEN due to slow progress on problems with RTD Website (much like with LESO customers) BUSINESS AREA SYNOPSIS REUTILIZATION LESO

9. 9 CATEGORYEAST MID AMERICA WESTEUROPEPACIFICHQTOTAL Employee Compliments 85675434178 265 (204 in FY12) Site Compliments 86705033135 257 (100 in FY12) COMPLIMENTS AND CRM CUSTOMERS ARE BEING HEARD! 268 CRM tickets created as a result of surveys this year (compared to 194 in FY12) ‒Represents personal responses to 268 customers to resolve their issues

10. 10 FY13 CONCLUSIONS –All things considered with the RBI roll-out this year – results are positive –Overall satisfaction remained very high (over 90%), and significant jump in number of employee and site compliments –Steady increases almost across the board on all questions and in all business areas –Response rate is an issue NEXT STEPS - FY14 (TMT for review/approval in Nov) –Going from five to three business area surveys: RTD/LESO will be combined Transportation/Turn-in will be combined Hazardous will remain on its own –New streamlined set of questions – limit of 16 maximum –Surveying monthly (vs. quarterly) ONLY those who used our services previous month … goal is to get more “real time” responses CONCLUSIONS – NEXT STEPS

11. 11 DEFENSE LOGISTICS AGENCY AMERICA’S COMBAT LOGISTICS SUPPORT AGENCY DEFENSE LOGISTICS AGENCY AMERICA’S COMBAT LOGISTICS SUPPORT AGENCY WARFIGHTER SUPPORT ENHANCEMENT STEWARDSHIP EXCELLENCE WORKFORCE DEVELOPMENT 11 DETAILED SLIDES (4 th Qtr Results)

12. 12 Business Area 1 st Qtr % Satisfied 2 nd Qtr % Satisfied 3 rd Qtr % Satisfied 4 th Qtr % Satisfied R/Y/G Hazardous Waste Disposal (21)85%90%86%100% Transportation (51)87%86%97%95% Turn-in (217)93% 94%95% Law Enforcement Support Office (LESO) (107)90% 83%96% Reutilization (56)84% 93%90% 4 th Quarter ICE Survey High Level Summary Business Area Possible RespondentsResponses Hazardous Waste Disposal25721 Transportation1,69151 Turn-in9,304217 Law Enforcement Support Office (LESO)4,900107 Reutilization94456 TOTALS:17,096452 100%-90% 89%-70% 69%-0% RESPONSE RATES

13. 13 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey RBI1. How would you rate our communicating info about our new systems 85%/93% (14 of 15) 76%/86% (37 of 43) 77%/81% (145 of 178) 50%/58% (51 of 88) 70%/77% (37 of 48) --Very good35%/20% (3) 34%/35% (15) 36%/39% (70) 10%/22 %(19) 28%/35 %(17) --Good50%/73 %(11) 42%/51% (22) 41%/42% (75) 40%/36% (32) 42%/42% (20) --Fair5%/0% (0) 19%/9 % (4) 15%/13% (24) 27%/26% (23) 23%/6% (3) --Poor10%/7% (1) 4%/2% (1) 6%/3% (5) 12%/14% (12) 4%/6% (3) --Very poor0%/0% (0) 2%/2% (1) 2%/2% (4) 10%/2% (2) 4%/10% (5) RBI2. How would you rate your experience in gaining access to the new systems 77%/50% (2 of 4) 48%/82% (26 of 32) 69%/77% (119 of 156) 26%/42% (33 of 80) 56%/74% (35 of 47) --Very good44%/25% (1) 24%/19% (6) 24%/26% (40) 2%/13% (10) 23%/32% (15) --Good33%/25% (1) 37%/63% (20) 45%/51% (79) 24%/29% (23) 33%/42% (20) --Fair11%/25% (1) 24%/9% (3) 19%/16% (25) 24%/33 (26) 23%/11% (5) --Poor11%/25% (1) 2%/6% (2) 6%/3% (4) 17%/11% (9) 12%/6% (3) --Very poor 0%/0% (0) 13%/3% (1)5 %/5% (8) 34%/15% (12) 9%/9% (4) --Have not used it yet55%/67%22%/29%19%/15%11%/18%10%/6% Standard RBI Questions 4 th Qtr Results 69%-0%89%-70%100-90% =100% Not factored into calculations

14. 14 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey RBI3. How would you rate your experience in using the new RTD WEB 80%/80% (4 of 5) 63%/82% (22 of 27) 70%/77% (110 of 142) 33%/44% (35 of 79) 65%/64% (33 of 51) --Very good60%/20% (1) 24%/30% (8) 24%/23% (33) 3%/14% (11) 18%/35% (18) --Good20%/60% (3) 39%/52% (14) 46%/54% (77) 30 %/30% (24) 47%/29% (15) --Fair 0%/20% (1) 21%/15% (4) 20%/14% (20) 29%/28% (22) 15%/18% (9) --Poor 0%/0% (0) 3%/0% (0) 4%/4% (6) 14%/16% (13) 7%/12% (6) --Very poor 20%/0% (0) 13%/4% (1) 6%/4% (6) 23%/11% (9) 13%/6% (3) --Have not used it yet71%/62%31%/40%28%/22%20%/19%13%/7% RBI4. How would you rate your experience in using the new ETID 77%/80% (4 of 5) 60%/92% (26 of 28) 80%/81% (116 of 142) 39%/56% (9 of 16) 77%/73% (22 of 30) --Very good33%/20% (1) 26%/21% (6) 31%/39% (56) 0%/25% (4) 31%/33% (10) --Good44%/60% (3) 34%/71% (20) 49%/42%(60)39%/31% (5) 46%/40% (12) --Fair22%/20% (1) 23%/4% (1) 15%/11% (16)22 %/31% (5) 12%/10% (3) --Poor 0%/0% (0) 3%/4% (1) 2%/4% (5) 11%/13% (2) 4%/13% (4) --Very poor0%/0% (0) 14%/0% (0) 3%/4% (5) 28%/0% (0) 8%/3% (1) --Have not used it yet55%/64%34%/38%25%/25%80%/78%48%/33% Standard RBI Questions (cont.) 4 th Qtr Results 69%-0%89%-70%100-90% =100% Not factored into calculations =100% Not factored into calculations

15. 15 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey RBI5. How would you rate your experience using EDOCS for retrieving your DD1348-1s 50%/66% (2 of 3) 59%/89% (24 of 27) 77%/81% (95 of 118) 50%/74% (11 of 15) 64%/76% (19 of 25) --Very good25%/33% (1) 25%/33% (9) 32%/35% (41) 0%/27% (4) 32%/44% (11) --Good25%/33% (1) 34%/56% (15) 45%/46% (54) 50%/47% (7) 32%/32% (8) --Fair25%/0% (0) 22%/7% (2) 16%/12% (14) 25%/13% (2) 21%/12% (3) --Poor25%/33% (1) 6%/0% (0) 4%/3% (4) 0%/0% (0) 7%/4% (1) --Very poor 0%/0% (0) 13%/4% (1) 3%/4% (5) 25%/13% (2) 7%/8% (2) --Have not used it yet56%/80%41%/36%34%/34%86%/80%46%/43% RBI6. How would you rate your experience in using the new Scheduler system to schedule trucks 75%/100% (1 of 1) 67%/69% (22 of 32) 74%/71% (81 of 115) 57%/100% (5 of 5) 58%/75% (12 of 16) --Very good50%/100% (1) 16%/25% (8) 33%/29% (33) 0%/40% (2) 37%/50% (8) --Good25%/0% (0) 51%/44% (14) 41%/42% (48) 57%/60% (3) 21%/25% (4) --Fair0%/0% (0) 24%/19% (6) 17%/23% (27) 29%/0% (0) 26%/6% (1) --Poor 25%/0% (0) 3%/9% (3) 4%/2% (2) 0%/0% (0) 5%/6% (1) --Very poor0%/0% (0) 5%/3% (1) 5%/4% (5) 14%/0% (0) 11%/13% (2) --Have not used it yet71%/92%36%/27%34%/35%91%/80%59%/56% Standard RBI Questions (cont.) 4 th Qtr Results 69%-0%89%-70%100-90% =100% Not factored into calculations =100% Not factored into calculations

16. 16 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey RBI7. How has the overall svc from your local site been since deployment of RBI 93%/94% (14 of 15) 82%/92% (36 of 39) 90%/88% (145 of 164) 69%/77% (46 of 60) 72%/86% (38 of 44) --Better than before 14%/7% (1) 24%/23% (9) 36%/38% (63) 27%/32% (19) 33%/43% (19) --Same as before 79%/87% (13) 58%/69% (27) 54%/50% (82) 42%/45% (27) 39%/43% (19) --A little worse 7%/7% (1) 12%/3% (1) 4%/8% (13) 15%/17% (10) 15%/2% (1) --Much worse0%/0% (0) 6%/5% (2) 4%/3% (5) 14%/5% (3) 13%/9% (4) --Worse but getting better0%/0% (0) 1%/1% (1) 1%/2% (1) 0%/2% (1) Standard RBI Questions (cont.) 4 th Qtr Results 69%-0% 89%-70%100-90%

17. 17 HW Disp (21)TRANS (51)TURN-IN (217)LESO (107)REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey Facility Appearance4.07/4.504.10/4.144.09/4.164.14/4.234.29/4.24 Employee Staff/Attitude4.30/4.654.26/4.404.29/4.354.30/4.394.53/4.44 Timeliness of Service4.39/4.654.10/3.914.12/4.213.97/4.084.28/4.33 Hours of Service4.26/4.474.02/4.134.09/4.163.97/3.974.23/4.37 Did the product or service meet your needs? 100%/94%95%/93%95%/96%93%/92%100%/89% Overall Satisfied90%/100%86%/95%93%/95%90%/96%84%/90% Standard ICE Questions 4 th Qtr Results 5.00-4.00 3.99-2.75 2.74-0 Please rate these areas on a scale of: Excellent (5.0)/Good (4.0)/Okay (3.0) /Poor (2.0)/Awful (1.0) 100-90% 89%-70% 69%-0%

18. 18 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey G5. Which DLA Disposition Services personnel are you rating today --HQ Battle Creek5%/5% (1) 15%/10% (4) 2%/1% (1) 12%/15% (9) 17%/14% (6) --Field location86%/80% (16) 61%/71% (29) 85%/94% ( 139) 43%/58% (34) 61%/52% (22) --Both10%/15% (3) 24%/20% (8) 13%/5% (8) 45%/27% (16) 22%/33% (14) G6. Information on website helpful 86%/89% (9) 84%/94% (36) 89%/92% (165) 69%/79% (77) 74%/77% (47) G7. Responsive to messages left 87%/95% (18 of 19) 68%/76% (34 of 45) 75%/76% (131 of 172) 69%/77% (64 of 83) 72%/69% (31 of 45) --Within 4 hours57%/32% (6) 23%/29% (13) 27%/28% (49) 19%/23% (19) 28%/18% (8) --Within 1 day30%/63% (12) 45%/47% (21) 48%/48% (82) 50%/54% (45) 44%/51% ( 23) --Within 1 week13%/5% (1) 22%/20% (9) 18%/20% (34) 23%/16% (13) 15%/24% ( 11) --More than 1 week0%/0% (0) 8%/4% (2) 7%/2% (4) 5%/7% (6) 11%/0% (0) --Never0%/0% (0) 2%/0% (0) 1%/2% (3) 2%/0% (0) 2%/7% (3) Standard DLA Disp Svc Questions 4 th Qtr Results 69%-0% 89%-70% 100-90%

19. 19 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey G8. Consistency when stating Disposition Services Procedures 83%/95% (19) 87%/98% (46) 91%/93% (169) 84%/91% (76) 86%/85% (41) G8a. Who was the inconsistency between --Employees at two field sites25%/0% (0) 0%/0% (0) 9%/18% (3) 13%/33% (3) 13%/0% (0) --Two or more employees at one site0%/0% (0) 33%/35% (6) 0%/0% (0) 13%/0% (0) --HQ personnel and field site25%/100% (1) 22%/0% (0) 21%/24% (4) 25%/11% (1) 38%/50% (2) --Other0%/0% (0) 44%/0% (0) 18%/12% (2) 19%/22% (2) 13%/50% (2) --All of the above50%/0% (0) 33%/ 100%(2) 18%/12% (2) 44%/33% (3) 25%/0% (0) G9. Competency in resolving problems 87%/90% (18 of 20) 72%/87% (40 of 46) 81%/83% (146 of 176) 56%/76% (65 of 85) 67%/72% (33 of 46) --Very Good58%/55% (11) 38%/46% (21) 39%/45% (79) 16%/34% (29) 26%/52% (24) --Good29%/35% (7) 34%/41% (19) 42%/38% (67) 40%/42% (36) 41%/20% (9) --Fair8%/0% (0) 20%/11% (5) 13%/13% (22) 27%/16% (14) 22%/15% (7) --Poor4%/10% (2) 2%/2% (1) 4%/3% (5) 11%/4% (3) 7%/11% (5) --Very Poor0%/0% (0) 7%/0% (0) 2%/2% (3) 6%/4% (3) 4%/2% (1) Standard DLA Disp Svc Questions (cont.) 4 th Qtr Results 69%-0% 89%-70%100-90%

20. 20 HW DISP (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56) Question 2 nd /4 th Qtr Survey 2 nd /4 th Qtr Survey G10. How easy is it to do business with DLA Disp Svcs 92%/84% (16 of 19) 80%/83% (40 of 48) 81%/83% (148 of 179) 56%/73% (64 of 87) 80%/72% (34 of 47) --Very easy54%/68% (13) 47%/52% (25) 53%/56% (100) 18%/39% (34) 40%/49% (23) --Somewhat easy38%/16% (3) 33%/31% (15) 28%/27% (48) 38%/34% (30) 40%/23% (11) --Neutral0%/16% (3) 7%/13% (6) 13%/11% (20) 23%/18% (16) 4%/13% (6) --Not easy at all8%/0% (0) 13%/4% (2) 6%/6% (11) 22%/8% (7) 17%/15% (7) G11. Does DLA Disp Svcs make you feel valued as a customer 91%/86% (21) 87%/91% (45) 89%/90% (172) 72%/89% (73) 78%/89% (44) G12. If you answered a previous survey, were your concerns fully addressed 86%/50% (2) 87%/73% (11) 80%/91% (43) 64%/65% (20) 67%/73% (15) Standard DLA Disp Svc Questions (cont.) 4 th Qtr Results 69%-0% 89%-70% 100-90%

21. 21 Hazardous Waste Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey HW1. In the past six months, has your activity recycled or disposed of ALL of your HM/HW through DLA Disp Svcs (20) 67%80%82%85% HW1a. What was the reason for not using us (3) --Cost (2) 67%20%60%67% --Convenience(0) 0%40%0% --Timeliness(0) 8%20% 0% --Other (please explain in the comments section at end of survey) (1) 25%20% 33% HW2. In the last six months, have you retrieved hazardous waste information from the Disposition Services web based reporting system (16) 19%43%37%38% HW2a. If you answered yes, how would you rate your experience in retrieving this information (7) 67%56%71%86% --Good (6) 67%56%71%86% --Fair (0) 17%22%29%0% --Poor (1) 17%22%0%14% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

22. 22 Hazardous Waste Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey HW3. Does your COR offer assistance for completing turn-in documentation needed to order services under your waste disposal contract (18) 89%90%82%100% HW4. Were questions pertaining to HW disposal services resolved to your satisfaction (19) 88%89%84%89% --All of the time (12) 46%78%47%63% --Most of the time (5) 42%11%37%26% --Some of the time (2) 12%11% --Never (0) 0% 5%0% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

23. 23 Transportation Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey TR1: On average, how long is it from when you submit your transportation request to when you receive notification of your pick up date (39) 37%44%34%54% --0-5 days (21) 37%44%34%54% --6-10 days (8) 30%29%28%21% --11-15 days (2) 16%13%26%5% --More than 15 days (8) 17%15%11%21% TR2: Does the average time from submitting a transportation request to truck arrival meet your requirements (59) 79%83% 84% TR3: Did you receive your CBL 24-48 hours prior to the truck arriving for pick up (59) 87%88%95% TR4: If you experienced an issue with shipping, was it corrected by the Transportation Scheduling office to your satisfaction (30) 87% 81%83%100% --All of the time (18) 50% 58%60%75% --Most of the time (7) 37% 23% 25% --Some of the time (5) 9% 12%17%0% --Never (0) 4% 8%0% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

24. 24 Turn-In Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey TI1: Does the avg time from requesting an appointment for turn-in at your Disp Svcs site to the actual turn-in date meet your requirements (180) 83%80%84%86% TI2: Have you turned in property at a Disp Svcs site and been sent back or called back later to come get the property due to problems (180) 21%18%24%17% TI2a: What was the reason given (23) --Improper or lack of paperwork (8) 49%55%49%35% --Truck was considered unsafe to unload (0) 3%4%3%0% --Radiation was detected (0) 3%0%1%0% --Hours of operation issues (2) 4%5%4%9% --Other (13) 41%36%43%57% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

25. 25 Transportation/Turn-In Combined Questions Question 1 st Qtr Survey Trans/ Turn-in 2 nd Qtr Survey Trans/ Turn-in 3 rd Qtr Survey Trans/ Turn-in 4 th Qtr Survey Trans/ Turn-in T&T1: If using the Electronic Turn-In Document (ETID) system did you find it valuable (23 Trans/132 Turn-in = 155) 143Y 95%/91% 92% 93%/95% 95% 96%/93% 94% 96%/92% 92% T&T2: If you’ve been using ETID, have you been receiving your ETID approvals in time to meet your internal requirements (22 Trans/130 Turn-in = 152) 139Y 80%/89% 88% 88%/92% 92% 85%/91% 90% 86%/92% 91% T&T3: If you agreed to have Receipt in Place (RIP) property, did we honor the agreed upon time for property removal from your location (19 Trans/52 Turn-in = 71) 66Y 83%/91% 89% 91%/93% 92% 92%/91% 92% 89%/94% 93% T&T3a: If no to the previous question, was the amount of additional time you kept property > 20 days (5 Trans/20 Turn-in = 25) 25/Y19 76%/73% 74% 67%/67% 67% 71%/65% 66% 80%/75% 76% T&T4: When was your turn-in receipt (signed 1348) available in the Electronic Documents (EDOCS) system (25 Trans/95 Turn-in = 120) 120/Y78= 65% 61%/87% 83% 68%/86% 97% 75%/85% 83% 76%/79% 65% --1-12 days (19 Trans/75 Turn-in = 94) 94/73Y = 78% 61%/87%68%/86%75%/85%76%/79% --More than 12 days (6 Trans/20 Turn-in = 26) 26/5Y=19% 39%/13%32%/14%25%/15%24%/21% 100%-90% 89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question “Yes” is bad 69%-0% 89%-70%100%-90%

26. 26 Question 1 st Qtr Survey Trans/ Turn-in 2 nd Qtr Survey Trans/ Turn-in 3 rd Qtr Survey Trans/ Turn-in 4 th Qtr Survey Trans/ Turn-in T&T5: How important is it to be able to retrieve your EDOCs copies of the DD1348-1A vs using the unsigned one as your official record (26 Trans/123 Turn-in = 149) 84%/81% 82% 83%/81% 99% 84%/83% 84% 69%/82% 80% --Very important (12 Trans/83 Turn-in = 95)64%/61%75%/59%67%/62%46%/67% --Somewhat important (6Trans/18 Turn-in = 24) 95+24 = 119 119/149=80% 20%/20%8%/22%17%/21%23%/15% --Neutral (5 Trans/11 Turn-in = 16)8%/14% 13%/11%19%/9% --Not that important (1 Trans/9 Turn-in = 10)6%/4%5%/4%4%/5%4%/7% --Don’t care at all (2 Trans/2 Turn-in = 4)1%/1%5%/1% 0%/1% 8%/2% T&T6: If you required assistance from Disp Svcs on your property turn- in, did you get the help you needed (31 Trans/137 Turn-in = 168) 85%/89% 88% 86%/89% 89% 94%/91% 92% 96%/90% 91% --All of the time (24 Trans/93 Turn-in = 117)54%/62%62%/68%60%/68%77%/68% --Most of the time (6 Trans/30 Turn-in = 36) 117+36 = 153 153/168=91% 31%/27%24%/21%34%/23%19%/22% --Some of the time (1 Trans/12 Turn-in = 13)14%/9%9%/10%5%/8%3%/9% --Never (0 Trans/2 Turn-in = 2)1%/2%4%/1%0%/1% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question Transportation/Turn-In Combined Questions

27. 27 LESO Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey L1: Did you find it easy to enroll as a participant in the Law Enforcement Support Office (LESO – also known as the 1033) program (93) 65%57% 75% L2: Do you find it easy to search for property on the RTD website (86) 57%50%60%65% L3: Does the LESO website provide you with adequate information and tools for your 1033 program (84) 60%48%47%58% L4: What can LESO do better to increase your agency’s capabilities and readiness (78) --More photos (26) 24%20%29%33% --Better property descriptions (7) 5%3%6%9% --All of the above (32) 54%60%51%41% --Nothing more (6) 9%4%6%8% --Other, please explain in the comments section (7) 8%13%8%9% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

28. 28 Reutilization Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey R1: Do you find it easy to screen and requisition property on our website (46) 55%72%76%67% R2: Were you able to obtain the property you required (44) 66%74%75%80% R3: If you required assistance during the screening/requisition process, did you get the help you needed (33) 74%52%76%72% --All of the time (16) 41%38%49%48% --Most of the time (8) 33%14%27%24% --Some of the time (7) 20%32%20%21% --Never (2) 7%16%4%6% R4: Was the property delivered by the Required Delivery Date (RDD)(26) 82%87%85%88% R4a: If “no” to the previous question, was the property delivered within (2) 45%33%13%0% --1-2 weeks of RDD (0) 45%33%13%0% --3-4 weeks of RDD (1) 18%17%50% --More than 4 weeks of RDD (1) 36%50%38%50% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

29. 29 Reutilization Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey R5: What can we do better to increase your agency’s capabilities and readiness (29) --More Photos (11) 18%40%32%38% --Better property descriptions (1) 12%5%11%3% --All of the above (11) 42%33%34%38% --Nothing more (2) 9%10%15%7% --Other, please explain in the comments section (4) 19%13%9%14% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

30. 30 EAST Antonio AcevedoBragg Edith ButlerBragg Joe WilliamsBragg Leroy Goal (Twice)Bragg Roy HowellBragg Gregorio SotoBragg James Samuel Jackson Lorin Glenn (Twice) Jacksonville Paul McGrathLejeune Natasha RileyMeade Chris NewlundMeade WEST Rick SteenhovenFairchild Karen PowersLewis John LopezSan Diego Olivia GuzmanSan Joaquin Gilbert MoodySan Joaquin John WilcoxYuma MID AMERICA Justin Funk Columbus Eric Marshall Columbus Chris Rice Hood Audrey Florek Knox Ed Anderson (Twice) Sill Tom Durgin Sill Jim Snow Sill Scott Humburg(Twice) Sparta Brandon Roderick Sparta Ronald Hill Warner Robins EUROPE/AFRICA Robert Lang (Twice) Kaiserslautern Ulrike Stutzkeitz (Twice) Kaiserslautern Lisa Concepcion Lajes Massimo Marongui Naples Neil McCormack Molesworth PACIFIC Odis Parison Guam HQ Dan Arnold LESO Shiela Everest RTD Outstanding Personnel Employees complimented by name in survey comments:

31. 31 EAST Bragg Cherry Point Drum Jackson Lejeune (Twice) Letterkenny Meade Mechanicsburg Norfolk WEST Holloman San Joaquin MID AMERICA Sill (Twice) Sparta Stewart EUROPE/AFRICA Incirlik Kaiserslautern (3 Times) Naples Schweinfurt PACIFIC Guam (5 Times) HQ LESO (Twice) Outstanding Sites Sites complimented by name in survey comments:

32. 32 Sample Site Comments Locations complimented by name in survey comments: Support from San Joaquin is excellent. From the DSR to the warehouse personnel The team at DLA Disposition Services at Naples is always responsive and attentive to our command needs. Outstanding responsiveness and accurate information provided by DLA Guam. Thanks for your support. Sparta staff is very helpful! The personnel at Cherry Point have always been helpful and courteous. Goes beyond what I believe is required to provide excellent services. At Fort Bragg, I have noticed an improvement turn-in experience in the recent months. Less wait time, greater assistance and good moral among the employees I would like to thank DLA Disposition at Incirlik for providing excellent service We have been to Ft. McCoy several times to pick up equipment. The service there is great, they are always eager to provide assistance and very polite. The local office (Holloman AFB) is outstand and great people to work with In the past, the soonest we could get an appointment at Norfolk was two months in advance. It’s much better now. I have worked with Ft. Drum the most and find that they are outstanding.

33. 33 Other Comments … POS NEU NEG NEU NEG We are totally satisfied with the service provided. Using this system is so difficult, it is easier to throw the material away. I have had the opportunity to work with this office for over ten years and have always received outstanding assistance and service. Not enough personnel to process the volume of ETIDS. Need to be consistent between sites. ETIDS can be used at many sites but not all. Getting the signed and stamped ETIDS is very important because they are required before assets can be cleared from our property database. Speeding this process up would greatly enhance our business process. The system seems to work well. But there should be a faster timeline on 1348 approvals.

34. 34 CRM RESPONSES CUSTOMERS WHO NEED TO – ALWAYS HEAR FROM US! OFFICE/REGION RESPONSIBLE NUMBER OF TICKETS REQUIRED NUMBER OF TICKETS CREATED Mid-America32 East11 Europe10 LESO99 Turn-in22 Reut85 Trans11 Environmental31 TOTAL TICKETS MADE2821 Tickets still to be created7