DEFENSE LOGISTICS AGENCY THE THE NATIONS NATIONS COMBAT COMBAT LOGISTICS LOGISTICS SUPPORT SUPPORT AGENCY AGENCY ICE Customer Surveys and CRM Status 2nd Quarter Mr. Mr. John John Cain, Cain, J-4 J-4 Customer Customer Support Support June June 05, 05, 2018 2018 WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY ICE Surveys 2nd Qtr Roll-Up Satisfaction Goal is 90% Response Rate Goal is 16% JAN RESPONSE RATES Business Area FEB MAR 2nd Qtr TOTALS Sent Resp Sent Resp Sent Resp Sent Resp RTD/LESO 433 121 309 166 432 44 1174 331 Transportation / Turn-in 456 25 506 52
487 63 1449 140 Hazardous Waste (HW) 63 04 65 8 35 18 163 30 27 0 60 125 2786 501 General Comment Cards TOTALS: Overall Resp Rate SATISFACTION Business Area RTD / LESO 04 952 29 150 880 16% 226 954 26% 100%-90% 13% 89%-70% JAN FEB MAR 90% 95% 95% 69%-0% 2nd Qtr 18% Q2 Satisfaction
90% 93% Turn-in / Transportation 91% 88% 90% 90% Hazardous Waste (HW) 100% 86% 72% 86% Q2 Response 18% General Comment Cards 100% 96% 85% WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 93% 2 Standard ICE Questions 2nd Quarter Results 5.00-4.00 2.74-0 3.99-2.75 Rate scale of: Excellent (5.0)/Good (4.0)/Okay (3.0) /Poor (2.0)/Awful (1.0) REUT /LESO Question Facility Appearance Employee Staff/Attitude Timeliness of Service Hours of Service Did the product or service meet your needs? Overall Satisfied Q4 Q1 Q2 Q2 4.62 4.48 4.48 4.42 4.31 4.57
4.72 4.54 4.61 4.45 4.65 4.32 4.60 4.38 4.41 4.26 4.27 4.19 4.49 4.32 4.39 4.33 9 4.53 4.27 95% 93% 92% 91% 95% 82% 96% 93% 93% 90% 96% 86% 89%-70% WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY Q3 HW Disp Q1 100-90% Q3 TRANS/TURN-IN Q4 Q1 69%-0% Q2
Q3 Q4 3 Standard ICE Questions 2nd Quarter Results REUT / LESO Question G3: In your latest interaction with DLA Disp Svcs did you feel valued as a customer? TRANS / TURN-IN HW Disp Q1 Q1 Q2 Q3 Q4 Q2 Q3 Q4 Q1 Q2 95% 91% 94% 88% 96% 82% 20% 29% 25% 40% 0% 33% Q3 Q4 G3a: If no, please select from the drop down where we can most improve - Ease of doing Business - Competency in resolving problems 13% 11% 0% 5% 0% 0%
- Responsiveness (timely in getting back to you) 53% 25% 0% 40% 0% 17% - Consistency in stating procedures 0% 14% 25% 0% 0% 0% - Nothing listed above (please provide details in comments) 13% 22% 50% 15% 0% 50% WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 4 Customer Categorization and RTD Web 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question 1st Qtr Survey 2nd Qtr Survey - Military/DOD (72) 18% 25% - Reutilization (36) 21% 13% - Transfer/Donation (Combined) (4) 3%
1% - LESO (153) 71% 52% - Firefighter, CFL, Other (Combined) (23) 64% 9% - Good (233) 82% 77% - Fair (62) 16% 20% - Poor (10) 3% 3% Question 3rd Qtr Survey 4th Qtr Survey R1: Which type of Disposal Services customer are you? (288) R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (305) WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 5 Reutilization/LESO Customers 100%-90% 89%-70% 69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question 1st Qtr Survey 2nd Qtr Survey 95% 90% - It was shipped (119) 37% 44% - Picked it up (151) 63% 56% 96%
93% Question 3rd Qtr Survey 4th Qtr Survey R3: If you requested assistance during the screening/requisition process, did you get the help you needed? (221) R4: Did we ship property to you or did you go to pick it up? (270) R4b: If you picked it up, was the property ready and available at your scheduled appointment? (167) WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 6 Reutilization/LESO Customers 100%-90% 89%-70% 69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question 1st Qtr Survey 2nd Qtr Survey 90% 90% - Quantity was incorrect (0) 6% 0% - Unit of issue was incorrect (0) 6% 0% - Condition of property was incorrect (5) 24% 21% - Stock number received was incorrect (3) 0% 13% - Part number received was incorrect (1) 0% 4% - Property was not delivered by the RDD (2) 6% 8% - Other (13) 59% 54%
Question R4a: If it was shipped did the property meet your expectations? (124) 3rd Qtr Survey 4th Qtr Survey R4a1: If it did not meet your expectations was it because of: (24) WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 7 Turn-in/Transportation Customers ( x ) Represents number of respondents for that question 100%-90% 89%-70% 1st Qtr Survey 2nd Qtr Survey - Good (80) 77% 75% - Fair (22) 17% 21% - Poor (4) 6% 4% - Less than or equal to ten (10) days (64) 77% 78% - More than ten (10) days (18) 23% 22% - Good (98) 81% 77% - Fair (15) 15% 12% - Poor (14) 4% 11% Question 3rd Qtr Survey 69%-0% 4tht Qtr Survey
T1. How would you rate your experience using EDOCS (Electronic Document System) for retrieving your DD1348-1s? (106) T2. When was your turn-in receipt (signed 1348-1) available in the Electronic Documents (EDOCS) system? (82) T3. How would you rate your experience when requesting property pick-up/transportation and/or turn-in services? (127) WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 8 Transportation/Turn-in Customers 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question % of Customers who answered Yes 1st Qtr Survey 2nd Qtr Survey - Problems with the Scheduler system (7) 21% 15% - Improper or lack of paperwork (6) 14% 13% - Problems with the Electronic Turn-in Document (ETID) system or ETID approvals (6) 11% 13% - Limited hours of operation at site (5) 7% 11% - Insufficient/unsatisfactory support from Disp Svcs personnel (4) 14% 9% - Issues with your Receipt in Place (RIP) property (2) 4% 4% - Other (16) 29% 35% 97% 84% Question 3rd Qtr Survey 4th Qtr
Survey T4. If you experienced an issue with your turn-in, was it due to (46) T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (31) WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 9 Hazardous Waste Customers 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question % of Customers who answered Yes 1st Qtr Survey 2nd Qtr Survey HW1. Are you satisfied with the disposition solutions for your unused Hazardous Material (HM)? (If no please explain in the comments section) (18) 82% 89% HW2. Are you satisfied with your Contracting Officer Representative (COR)s management of your Hazardous Waste (HW) contract removals? (20) 95% 83% Question WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 3rd Qtr Survey 4th Qtr Survey 10 Overall Comments Summary 80% of comments were Satisfied 19% were Not Satisfied 1% were Neutral Satisfied Comments 239 Neutral Comments 5 TOTAL Comments Received 304 Positive trends;
Not Satisfied Comments 60 Great Customer Service Positive employee attitudes and enthusiasm 1033 Program (LESO) positive comments Negative trends; Waiting for stamped/signed copies of the 1348s Long wait times for trucks Time it takes to wait for pick-ups or make appointments WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 11 Trends from Customers who requested a response Top 3 trends from the 12 Customers who requested a response; (3) Poor Customer Service/Communication (2) NETOPS (2) Help with locating property Remaining were assistance requests for; DSR contact information, Delivery Orders, DEMIL Instructions and Transportation/Scheduling assistance WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 12 Outstanding Personnel (1 of 3) Employees complimented by name in survey comments: NORTH-EAST Jones, Anthony Biacco, Perry Fenner, Carrie (Twice) Marshall, Eric Fortin, Mark Wickham, Edward Barnett, Carla Hoon, Christina Ray, James Shuman, Todd Huffines, Carolyn Jones, Terrence Miller, Leonthia Young, George Papciak, Nicholas Cherry, Gwendolyn Cates, Jett Roderick, Brandon Weekley, William (Bill) Anderson, Cynthia (Twice) Riley, Natasha (Twice) Rivera Frankie Campbell Columbus Columbus Columbus Groton Groton Letterkenny Letterkenny Letterkenny Letterkenny
Meade Norfolk Norfolk Norfolk Pease Richmond Scott Sparta Sparta Susquehanna Susquehanna Susquehanna SOUTH-EAST Davis, Kristie Bragg Garris, Eric (Twice) Bragg Brown, Tenille Bragg Curtis, Mitchell Bragg James Reginald Bragg Meinke, Dwight Bragg Soto, Gregorio (3 Times) Bragg Hambrick, Karla (Twice) Eglin Hambrick, Michael Eglin Anderson, Nicholas Huntsville Daniels, Dan Huntsville Banks, Steven Jacksonville Buecker, Mark Jacksonville Hamilton, Thomas (3 Times) Jacksonville Jordan, Frederick Jacksonville Wilson, Dianne Jacksonville Grant, Lucas (Twice) Lejeune Harris, Ryan Lejeune Hernandez, Monica (3 Times) Lejeune Licht, Brian Lejeune Brown, James T. (6 Times) Warner Robins WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 13 Outstanding Personnel (2 of 3) Employees complimented by name in survey comments: MID-AMERICA Hope, Kevin (Twice) Martin, Edward Sams, David (Twice) Stevens, Mike (Twice) Wilcox, John (Twice) Martinez, Jose Agyei, Frank Brown. John Jackson, Joe Campbell, Vernon Crawford, Kelli Martinez, Anthony Molina. Carmen Robledo, Zachary Johnson, Stephen Col. Springs Col. Springs Col. Springs Col. Springs Col. Springs
Corpus Christi Hood Hood Hood Offutt Red River Riley Riley San Antonio Whiteman WEST Wilds, Dustin Barstow Files, Dan Hill Grimshaw, Jared (3Times) Hill Kibler, Scott Hill Meyer, Brandon (Twice) Hill Schultz , Christopher (3Times) Hill Stickney, Dave Hill Kirby, Ryan Kirtland Arrendondo, Denisse Pendleton Coulson, Gregory Pendleton Quejado, Eddiely Pendleton Thompson, Barry Pendleton Robie, Eric Sierra Coward, Phillip Tucson WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 14 Outstanding Personnel (3 of 3 ) Employees complimented by name in survey comments: Pacific Castillo, Clifford Fejarang, Ronnie Powell, Mark Mendiola, Joseph Ikeda, Megumi Matsumoto, Toshiyuki Europe and Africa Forbes, Edward Marich, Robert Marongiu, Massimo Nelson, Christopher (Twice) Thompson, Michael (Twice) Tandu, Matondo (Twice) Cole, Frank Grafenwoehr Lee, Ursula Schmidt, Michael MSgt Mendoza, Arvie Jimenez, Reinaldos Guam Guam Guam Pearl Harbor Sagami Sagami Aviano Aviano Aviano Aviano Aviano Djibouti Central Alvarez, Francisco (Twice)
Williams, Gus (Twice) Williams, LaTanya (Twice) Headquarters Aguero, Jose Carter, Steven Fix, Carol Wood, Michael Arifjan Arifjan Arifjan CFL RTD RTD LESO Grafenwoehr Kaiserslautern Molesworth Rota WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 15 Outstanding Sites NORTH-EAST Columbus (4 Times) Letterkenny Meade (Twice) Norfolk (Twice) Scott Sparta (Twice) Susquehanna (5 Times) Tobyhanna SOUTH-EAST Anniston Bragg Campbell Eglin (3 Times) Huntsville Jacksonville Lejeune (4 Times) Warner Robins (5 Times) MID-AMERICA Colorado Springs(4 Times) Offutt Riley EUROPE/AFRICA Aviano (4 Times) Djibouti Grafenwoehr Incirlik Kaiserslautern WEST Barstow (Twice) Hill Lewis (Twice) Pendleton (Twice) San Joaquin Tucson PACIFIC Guam Misawa (Twice) Okinawa (Twice) Pearl Harbor (5 Times) HQ LESO (Twice) RTD (3 Times) Transportation (6 Times) WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 16
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t ur n, i f ppoint. applica ble, ther g o m o n in fr ems bei d e n it g tu r s e e th e n i e t b ems ut do no t i f o b a lot ervice, uest. e e s We hes of s for req c le bran availab e mad WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 17 CRM Tickets 2nd Qtr FY18 DLA Service Level Met (SLM) GOAL: 75% 95% 94% 97% 94% 94% Tickets CLOSED 91% 80% 60% 40% 20% 0% 1st 2nd 3rd COMBINED (External and Internal Customers) 4th 93% External Customers 94% Internal Customers 80% (trend)
(QTR AVG) Type & Quantity 24 39 General 64 J42 (SALES) J33 (HW/HM) J32 (PROP/WARE)2 J31 (CP/DEM) J41 (RTD/LESO/CUST) Other 11 LESO General 1 DEMIL Challenge 1 Trans 40 5 ETID 59 24 9 Esales Field 14 0 10 20 30 40 50 WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 60 70 21 WARFIGHTER WARFIGHTER FIRST FIRST FOR OFFICIAL USE ONLY 19
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