Residents, customers have three ways to provide feedback to post
Story by: Customer Management
Customer Management Services, CMS, is a customer feedback program whose mission is to capture the voice of the customer and integrate it into strategic planning. Through CMS, installation services are improved and local issues are resolved.
The first tier of CMS, and most popular, is Interactive Customer Evaluation. ICE is a Department of Defense system that allows customers to leave feedback on installation products and services as well as give customers the opportunity to rate the service in terms of being satisfied or not satisfied. ICE can be accessed from your home computer by clicking on the ICE logo located on the Fort Riley website at www.riley.army.mil.
Several ICE kiosks exist throughout the installation. Hard-copy comment cards at some services and an ICE link on the Fort Riley Facebook page also are avenues to leave ICE comments. Customers can request that a service provider manager respond to them, which will happen within three business days.
The second tier of CMS is Community FIRST – Feedback, Issues, Resolution, Solutions, Today. Community FIRST is a process dedicated for those issues that are beyond ICE capabilities. Where ICE focuses on the individual experience, Community FIRST focuses on issues that affect a segment of our community, such as military spouses or single Soldiers.
Community FIRST issues come from town hall meetings, focus groups, garrison employee sensing sessions, Army Family Action Plan, and Community FIRST AFAP Issue Resolution forms, which can be located by clicking on the CMS link on the Fort Riley website. Also found on the Fort Riley CMS website are open issues currently being worked, with their most recent updates. There are 66 active issues on the books, 207 completed issues and 8 unattainable issues.
The third tier of CMS is the Customer Service Assessment. This is an annual Web-based diagnostic tool that allows Fort Riley customers to share their perceptions of how our garrison services are performing and how important our services are to the organizational mission accomplishment or individual needs. Results for the 2009 CSA are available on the Fort Riley CMS website for your review.