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Tracy Sokolowski, J411 Nov 2013

4 th Quarter FY13/Year end Customer Survey Results. Tracy Sokolowski, J411 Nov 2013. SYNOPSIS. 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

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Tracy Sokolowski, J411 Nov 2013

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  1. 4th Quarter FY13/Year end Customer Survey Results Tracy Sokolowski, J411 Nov 2013

  2. SYNOPSIS • 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

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

  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. FY13 Averages forGeneral Questions • Six std ICE questions: Avg GREEN for year - all five business areas. Steady improvements in 3rd and 4th qtrs (both customer audiences) for most areas. Haz/LESO continued to struggle 3rd 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 4th 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.

  6. BUSINESS AREA SYNOPSIS HAZARDOUS • 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. TRANSPORTATION All showed steady improvement, with two going to GREEN in 4th Qtr.

  7. BUSINESS AREA SYNOPSIS (Cont.) TURN-IN • 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.

  8. BUSINESS AREA SYNOPSIS LESO • 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 (1st/3rd qtrs) • Went down in two of the five questions with group two (2nd/4th qtrs) • Ease of using website • If RDD not met – did you get it within 1-2 weeks (NOTE: Only two responses on this 4th 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) REUTILIZATION

  9. 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. CONCLUSIONS – NEXT STEPS • 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

  11. DETAILED SLIDES (4th Qtr Results) 11 11

  12. 4th Quarter ICE SurveyHigh Level Summary Overall Response Rate 4th Qtr. = 3% RESPONSE RATES FY13 AOP (Annual Operating Plan) Response Rate Goal is 16% 100%-90% 89%-70% 69%-0% Overall Satisfaction Rate 4th Qtr. 95% FY13 AOP Goal is 90%

  13. Standard RBI Questions4thQtr Results 89%-70% 100-90% 69%-0% =100% Not factored into calculations

  14. Standard RBI Questions (cont.)4thQtr Results 89%-70% 100-90% 69%-0% =100% Not factored into calculations =100% Not factored into calculations

  15. Standard RBI Questions (cont.)4thQtr Results 69%-0% 89%-70% 100-90% =100% Not factored into calculations =100% Not factored into calculations

  16. Standard RBI Questions (cont.)4thQtr Results 89%-70% 100-90% 69%-0%

  17. Standard ICE Questions4thQtr Results 5.00-4.00 2.74-0 3.99-2.75 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. Standard DLA Disp Svc Questions4thQtr Results 100-90% 89%-70% 69%-0%

  19. Standard DLA Disp Svc Questions (cont.)4thQtr Results 89%-70% 100-90% 69%-0%

  20. Standard DLA Disp Svc Questions (cont.)4thQtr Results 100-90% 89%-70% 69%-0%

  21. Hazardous Waste Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  22. Hazardous Waste Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  23. Transportation Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  24. Turn-In Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  25. Transportation/Turn-In Combined Questions % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question “Yes” is bad 69%-0% 89%-70% 100%-90%

  26. Transportation/Turn-In Combined Questions % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  27. LESO Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  28. Reutilization Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  29. Reutilization Customers % of Customers who answered Yes 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question

  30. Outstanding Personnel Employees complimented by name in survey comments: • EAST • Antonio Acevedo Bragg • Edith Butler Bragg • Joe Williams Bragg • Leroy Goal (Twice) Bragg • Roy Howell Bragg • Gregorio Soto Bragg • James Samuel Jackson • Lorin Glenn (Twice) Jacksonville • Paul McGrath Lejeune • Natasha Riley Meade • Chris Newlund Meade • WEST • Rick Steenhoven Fairchild • Karen Powers Lewis • John Lopez San Diego • Olivia Guzman San Joaquin • Gilbert Moody San Joaquin • John Wilcox Yuma • 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 ConcepcionLajes • Massimo Marongui Naples • Neil McCormack Molesworth • PACIFIC • Odis Parison Guam • HQ • Dan Arnold LESO • Shiela Everest RTD

  31. Outstanding Sites Sites complimented by name in survey comments: • 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)

  32. Sample Site Comments Locations complimented by name in survey comments: Support from San Joaquin is excellent. From the DSR to the warehouse personnel 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. 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 In the past, the soonest we could get an appointment at Norfolk was two months in advance. It’s much better now. Sparta staff is very helpful! The local office (Holloman AFB) is outstand and great people to work with I have worked with Ft. Drum the most and find that they are outstanding. Outstanding responsiveness and accurate information provided by DLA Guam. Thanks for your support. The personnel at Cherry Point have always been helpful and courteous. Goes beyond what I believe is required to provide excellent services. The team at DLA Disposition Services at Naples is always responsive and attentive to our command needs.

  33. Other Comments … NEG POS I have had the opportunity to work with this office for over ten years and have always received outstanding assistance and service. Using this system is so difficult, it is easier to throw the material away. NEU POS We are totally satisfied with the service provided. 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. NEU NEG The system seems to work well. But there should be a faster timeline on 1348 approvals. 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.

  34. CRM RESPONSES 45 Employee Compliments forwarded 29 Sites Compliments forwarded CUSTOMERS WHO NEED TO – ALWAYS HEAR FROM US!

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