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 May 2015 2nd Quarter FY15 Customer Survey Results

2. 2 1st Quarter ICE Survey High Level Summary Business AreaJANFEBMAR2nd QtrR/Y/G RTD / LESO95%94%90%93% Transportation / Turn-in95%92%89%92% Hazardous Waste (HW)88%100%91%93% General Comment Cards95%89%84%89% RESPONSE RATES JANFEBMar1st Qtr TOTALS Business AreaSentRespSentRespSentRespSentResp RTD/LESO33681 447106 449941,232281 Transportation / Turn-in42680 52983566781,521241 Hazardous Waste (HW)538 564 711318025 General Comment Cards24302377 TOTALS:815193 1,032223 1,086 2082,933624 Overall Resp Rate24%22%19% 100%-90% 89%-70% 69%-0% Q1 92% Q1 21% SATISFACTION

3. 3 Standard ICE Questions 1st Qtr. Results REUT /LESOTRANS/TURN-INHW Disp Question Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4 Facility Appearance 4.514.554.354.414.444.15 Employee Staff/Attitude 4.664.694.544.554.704.59 Timeliness of Service 4.574.594.40 4.554.35 Hours of Service 4.424.534.344.414.624.39 Did the product or service meet your needs? 99%96%94%95%92%95% Overall Satisfied 96%93% 92%93%92% 69%-0% 89%-70% 100-90% 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)

4. 4 REUT /LESOTRANS/TURN-INHW Disp Question Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4 G3: In your latest interaction with DLA Disp Svcs – did you feel valued as a customer? 95%92%93%94%90%87% G3a: If no, please select from the drop down where we can most improve -Ease of doing Business 25%17%34%42%0% -Competency in resolving problems 13%4%9%4%40%0% -Responsiveness (timely in getting back to you) 25%50%20%29%20%33% -Consistency in stating procedures 0%4%11%8%20%67% -Nothing listed above (please provide details in comments) 37%25%26%17%20%0% Standard Question (All Business Areas) 1 st Qtr Results 69%-0% 89%-70%100-90%

5. 5 Reutilization/LESO Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey R1: Which type of Disposal Services customer are you? (276) - Reutilization (88) 31%32% - Transfer/Donation (Combined) (11) 1%4% - LESO (163) 59% - Firefighter, CFL, Other (Combined) (14) 9%5% R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (285) - Good (227) 77%80% - Fair (44) 21%15% - Poor (14) 2%5% 100%-90%89%-70%69%-0% ( x ) Represents number of respondents for that question

6. 6 Reutilization/LESO Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey R3: If you requested assistance during the screening/requisition process, did you get the help you needed? ( 235 ) 95%94% R4: Did we ship property to you or did you go to pick it up? ( 260 ) - It was shipped (79) 40%30% - Picked it up (181) 60%70% R4b: If you picked it up, was the property ready and available at your scheduled appointment? ( 174 ) 98% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

7. 7 Reutilization/LESO Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey R4a: If it was shipped – did the property meet your expectations? ( 83 ) 94%88% R4a1: If it did not meet your expectations – was it because of: ( 8 ) - Quantity was incorrect (0) 1% 0% - Unit of issue was incorrect (0) 0% - Condition of property was incorrect (4) 7% 50% - Stock number received was incorrect (1) 0% 13% - Part number received was incorrect (0) 0% - Property was not delivered by the RDD (1) 1% 13% - Other (2) 10% 25% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

8. 8 Transportation/Turn-in Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey T1. How would you rate your experience using EDOCS (Electronic Document System) for retrieving your DD1348-1s? (214) - Good (172) 79%80% - Fair (33) 14%15% - Poor (9) 7%4% T2. When was your turn-in receipt (signed 1348-1) available in the Electronic Documents (EDOCS) system? (162) - Less than or equal to ten (10) days (143) 84%88% - More than ten (10) days (19) 16% 12% T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (225) - Good (173) 79% 77% - Fair (40) 15% 18% - Poor (12) 6% 5% 100%-90%89%-70%69%-0% ( x ) Represents number of respondents for that question

9. 9 Transportation/Turn-in Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey T4. If you experienced an issue with your turn-in, was it due to … (58) - Problems with the Scheduler system (8) 16%14% - Improper or lack of paperwork (7) 16%12% - Problems with the Electronic Turn-in Document (ETID) system or ETID approvals (12) 20% 21% - Limited hours of operation at site (7) 10% 12% - Insufficient/unsatisfactory support from Disp Svcs personnel (6) 6% 10% - Problems with Receipt in Place (RIP) property (0) 1% 0% - Other (18) 30% 31% T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (91) 95%92% 100%-90%89%-70%69%-0% ( x ) Represents number of respondents for that question % of Customers who answered Yes

10. 10 Hazardous Waste Customers Question 1 st Qtr Survey 2 nd Qtr Survey 3 rd Qtr Survey 4 th Qtr Survey HW1. Are you satisfied with the disposition solutions for your unused Hazardous Material (HM)? (If no – please explain in the comments section) (15) 93%87% HW2. Are you satisfied with your Contracting Officer Representative (COR)’s management of your Hazardous Waste (HW) contract removals? (21) 91%95% 100%-90%89%-70%69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question

11. 11 58% of comments were positive 29% were negative 13% were neutral OVERALL COMMENT SYNOPSIS 35 CRM tickets generated as a result of 1 st Qtr survey comments

12. 12 COMMON THEMES Comments – mostly, the themes continue to be the same… ‒ 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) ‒ Not knowing the status of their requisitions and whether or not they would get property. (RTD/LESO) ‒ Complaints about nobody answering phones or returning calls. Some mentioned everyone on break and nobody to help them. (20 of these … 6% of total) ‒ Most consistent Theme: Employee Compliments! WE WOULD LIKE TO ADD A “CUSTOMER SERVICE EXCELLENCE” AWARD TO EMPLOYEES AS WELL AS SITES THIS YEAR **

13. 13 EAST Phillip RolfeAberdeen Marny Harrison Cape Canaveral Greg OtteyCherry Point Robert (Gerry) StricklandCherry Point William HamiltonLeJeune Christina HoonLetterkenny Todd ShumanLetterkenny Dan GerjetsJackson Thomas Hamilton (twice) Jacksonville Greg Grolemund (4 times)Jacksonville Charles WoinskiJacksonville Daniel FrazierMeade Angela SakrydMeade Chris Newlund (4 times)Meade (Ft. Dix) George Young (4 times)Norfolk Bridget Smith Norfolk Janice Seward Norfolk Tammy Hendley (5 times)Norfolk Roberta HooverSusquehanna Outstanding Personnel Employees complimented by name in survey comments: PACIFIC Joseph Mendiola Pearl Harbor Kumeo Yamasato Pearl Harbor Joseph TorresPearl Harbor Carl Workman (twice)Gimcheon Suk YiGimcheon Julie RiveraGuam Hideki FujitaSagami Toshiharu HokiSagami Toshiyuki MatsumotoSagami EUROPE/AFRICA Massimo MarrongiuAviano James NewsomeMolesworth Phil ColeMolesworth Jose MontanezGrafenwoehr Ursula LeeGrafenwoehr Sgt. MackGrafenwoehr Todd (Richard) LutterKaiserlsautern

14. 14 Outstanding Personnel (Cont.) Employees complimented by name in survey comments: WEST Leah BaileyBarstow Michelle Clay Col. Springs Thomas Haegele (twice)Col. Springs Ed Martin (3 times)Col. Springs Kevin HopeCol. Springs Mike Stevens (4 times)Col. Springs Mark FullmanCol. Springs Christopher Prado (twice)Col. Springs Toni WilliamsCol. Springs Bruce GalbreathCol. Springs David SamsCol. Springs Mike ThomasCol. Springs John PoweFairbanks Rick SteenhovenFairchild Dan FilesHill David Stickney (twice)Hill MID AMERICA William ThompsonCampbell Debra WhiteCampbell Anthony JonesCampbell Carrie FennerColumbus Justin Crouch (5 times)Great Lakes Chris Rice Hood John BrownHood Cark DakinKnox Richard WitthuhnLittle Rock Mary Rocha (3 times)San Antonio Miguel Rocha (twice)San Antonio David Craft (2 times)San Antonio Ruben Lopez-Lugo (6 times)San Antonio Carlos Santiago(3 times)San Antonio Kevin Kramer (4 times)San Antonio Karl Jacobson (3 times) San Antonio Cindy GutierrezSan Antonio Andrew LopezSan Antonio Daniel Roussel (twice)San Antonio Jett CatesScott Thomas DurginSill Edward AndersonSill MID-AMERICA (cont.) Jean CleophatSill Paul ClellandSill Charles (Neal) CoxSill Scott HumburgSparta Willie MitchellWarner Robins David SmithWarner Robins

15. 15 Outstanding Personnel (Cont.) Employees complimented by name in survey comments: WEST (cont.) Andrew SanchezLewis Margaret Jones (twice)Nellis Wendy Connet (twice)Pendleton Liberato DeguzmanPendleton Reynaldo GuerreroPendleton Ted SimsuangcoPendleton Janet Smolic Tucson John WilcoxYuma HQ BC Tammie MejiaDDC Transportation Michelle ByrdLESO Julie CassadaLESO Michael SmithLESO Travis BaughmanLESO Sheila EverestRTD Carol FixRTD CENTRAL Brooker Mansfield(3 times)Bahrain Pedro DizonKandahar

16. 16 EAST Aberdeen Bragg (twice) Cherry Point (4 times) Jacksonville (3 times) Keesler Lejeune (3 times) Letterkenny (3 times) Meade (8 times!!) Norfolk (twice) St. Juliens Susquehanna MID AMERICA Columbus (4 times) Crane Knox (4 times) Red River San Antonio (twice) Sill Sparta Warner Robins (twice) Whiteman Wright Patterson Outstanding Sites Sites complimented by name in survey comments: WEST Anchorage (twice) Barstow (twice) Colorado Springs (4 times) Fairchild Hill Holloman Lewis (twice) Pendleton (twice) San Joaquin PACIFIC Gimcheon Guam Okinawa Pearl Harbor (twice) Sagami (3 times) EUROPE/AFRICA Aviano Grafenwoehr Incirlik (twice) Kaiserslautern Molesworth (twice) Rota CENTRAL Arifjan Kandahar (3 times) HQ LESO (8 times) RTD (2 times)

17. 17 Some materials have shelf-life expiration. It would be nice to include manufacturer’s date of the material. This was my first time using the service. The customer service was great. They walked me through the process and answered all my questions. Very pleased! Myself and several coworkers were given a DRMO class. The class was well planned and very informational. The presenter was very professional and knowledgeable. The recurring problem with the program is knowing when something is awarded. There is no way of knowing until contacted by the DRMO. Clearly this area knows the importance of organization and superior customer support. Items are turned over in a moments time, updates are provided upon request and the process is so simple yet functional, you wonder what the rest of the Govt. is doing! KUDOS for a job well done! It is always a hassle turning in items into the DRMO. The staff just doesn’t care about the customers. If there were other options than DRMO we would use them. What happened to the great service we used to get? Did those folks all retire or quit? Sample Comments I turned in 6ea 60KW generators on 21 Jan 2014. It has been 14 months since these items were turned in and I still do not have signed documents. I need to get signed documents to clear them from WARCOM property book. Can anyone help us retrieve these documents?

18. 18 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