Community FIRST Issues Update
Community First Logo
Story by: Customer Service Officer Kelly Kreis
Customer Management Services
You know ICE (Interactive Customer Evaluation), the DoD web-based customer feedback system. Did know that Customer Management Services also solicits and tracks issues through Community FIRST?
Community FIRST (Feedback, Issues, Resolutions & Solutions Today) is a process designed to identify and resolve well-being issues of the Ft Riley Army Family. While ICE supports individual concerns, Community FIRST concentrates on issues that affect a whole constituent group, such as Single Soldiers or Family members.
Community FIRST continuously gathers customer feedback while coordinating resolutions on a quarterly basis. Still in its infancy at Ft Riley, Community FIRST tracks issues that are revealed in town hall meetings, receives issues via the Community FIRST/ AFAP Issue Form (located on the CMS link on Ft Riley's homepage), and starting in January, will partner with the installation AFAP program manager to conduct quarterly focus groups. The focus groups will identify issues that cannot be fixed through ICE and affect a slice of our community. At the end of each quarter, Customer Management Services orchestrates issue resolution through the Installation Action Council/ AFAP Steering Committee (which is comprised of Garrison leaders and service providers across Ft Riley).
To give you an update of the first year Community FIRST has been implemented at Ft Riley; Community FIRST received a total of 142 issues for Fiscal year 2008. 123 of these issues have been designated as "completed "by the appropriate directorate or organization. Some examples of the results or actions are:
•Park benches at McCormick Park
•Sidewalk and crosswalk to the new PX from Forsythe neighborhood
•An alternate location to pick up self care medications (PX Pharmacy)
•Key Caller training available online
We currently have 14 "active" issues from FY 08 such as: child care in fitness centers; increasing civilian employee education; and hiring more service providers in dental clinics. We also had 5 issues deemed "unattainable" for reasons such as funding or priority. Our "active" and "unattainable" issues will be further reviewed at the annual AFAP conference as well as discussed in focus groups throughout the year.
For a complete listing of current open issues or if you would like to submit a new issue, please go our Fort Riley Customer Management Services Website by clicking on the CMS link (the vintage microphone) on Ft Riley's main homepage: http://www.riley.army.mil/. If you are interested in volunteering or participating in the focus group process, contact Colleen Bay at 239.2540 or email@example.com.