System helps assess 95th Mission Support, Services Squadron customer service

  • Published
  • By Airman 1st Class Julius Delos Reyes
EDWARDS AIR FORCE BASE, Calif. --  Since 2001, the 95th Mission Support and Services Squadron has been using ICE to gauge the quality of customer service. 

ICE, otherwise known as Interactive Customer Evaluation System, is a program by the Department of Defense to evaluate organizations' quality of service. 

ICE is a Web-based tool that collects feedback provided by various DoD organizations. At Edwards, the 95th Mission Support and Services Squadron is the primary organization using ICE. 

"It allows customers to tell us how well we are doing so we can serve them better or make improvements," said Jerry Riddle, 95th MSSS training manager. 

Basically, the system collects the customer service data and records a customer's satisfaction, Mr. Riddle said. 

"The customer service categories include facility appearance, employee or staff attitude, timeliness of service, hours of service and product expectations," said Laura Brake, 95th MSSS marketing assistant. 

It also evaluates the organization's program quality, equipment, employee appearance and quality of customer service, she said. ICE also gives customers an opportunity to voice their comments and give recommendations on how to improve the organizations. 

Customers should also let the 95th MSSS know about excellent service, Ms. Brake said. 

"With this, we will know the areas we need to improve," Mr. Riddle said. 

Customers can access ICE through the edwardsservices.com Web site or the different kiosks located in 95th MSSS facilities such as the High Desert Lanes, Consolidated Support Facility or Rosburg Fitness Center. 

"We take the data to the leadership for them to decide what needs to be done," Mr. Riddle said. "It gives them a solid and honest look at the organization." 

It provides leadership timely data on service quality and allows managers to gauge their performance of their service providers against other organizations, he said. The system also encourages communication across organizations by comparing best practices performance and results, thereby saving money. 

Since the merger of the 95th Services Division and 95th Mission Support Squadron, the Edwards ICE team has been refining the system. 

In the near future, all of 95th MSSS will be incorporated to the ICE system, Mr. Riddle said. 

"In the past, we have made improvements in the services we provide, helped focus on customer service training and managed areas we had trouble with," he said. "It is a great tool to help us on top of the customers' needs."