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ICE gives Services customers strong voice

PATRICK AIR FORCE BASE, Fla. -- The goal of the 45th Services Division is to provide top notch programs and entertainment for the families of the 45th Space Wing, mission partners and retirees. One of the most important tools managers use to evaluate the success of their programming is customer feedback.

By logging on to, customers can submit online comment cards to rate the activities offered by the Services Division ranging from golfing and bowling to youth activities.

"It is now faster and easier than ever before for customers to provide feedback on base facilities and events," said Chuck Nolan, 45th Services Division Marketing director. "All you need is the internet and you can access ICE - Interactive Customer Evaluation system - anytime, anyplace."

ICE is a Web-based tool that collects feedback through online comments thereby providing instant feedback to facility managers about their products and services. Through ICE, facility managers receive the input necessary to plan and implement the best possible programming. The system allows customers to quickly and easily provide feedback to managers, gives leadership timely data on service quality, allows managers to benchmark their performance and compare best practices against others.

Customers can enjoy anonymity when filling out the comment card and freely and honestly convey their thoughts and reactions to the service they received.

"When someone makes an ICE comment on one of my programs, I receive an e-mail informing me that someone has left a message," said Nancy Wilberg, skills manager. "I then log into ICE and am able to retrieve the comment. Most people don't leave a name and contact number, but if they do, I call them and thank them even though no action may be required. I just want to let them know I am listening."

"ICE is a win/win tool for us and the customer," says Mr. Nolan. "We see where we excel and where we need improvement and the customer is satisfied that we are responding to their comments."

In just five easy steps, the customer can help Services to better serve:
-Log onto from any computer with Internet service;
-Click on "Air Force CINUS;'"
-Click on "Patrick Air Force Base;"
-From here, simply click on any service provider link to access the customer comment card and submit a comment; and
-One more mouse click and your comment, suggestion, compliment or concern is on its way directly to the appropriate manager for action.

Your contact information, if provided, is only used to respond to your request for information. For those who do not provide any contact information, your identity remains unknown. However, all comments are reviewed and only the manager of the facility on which you commented receives your remark.

"Most comments are positive," says Teresa Andrews, Youth Programs director. "But every comment is reviewed and taken into consideration. ICE comments afford me the opportunity to address any issues or concerns and help us decide if we need to change what and how we do things."

For those who do not have Internet access, the Patrick Base Library has ICE marked as a favorite on their high-speed computers. For more information, call Mr. Nolan at 494-8063.