Troop Talk
The Interactive Customer Evaluation provides an avenue
for customers to evaluate service providers through the internet. Comments
covering a three month period from Sept.18 through Dec. 18 were received
through ICE regarding eight different providers from one to 14 respondents
in each category.
A 100 percent satisfaction rate was received from a respondent about
services from the Casualty Assistance Office. The CAO also received
an average rating in all categories of excellent; in facility appearance,
attitude of staff members, timeliness of service and hours of service,
and; with meeting the needs of the customer again rated at 100 percent.
The CAO provides an extremely important and valuable service to family
members and they are to be congratulated for their hard work. Another
area which received 100 percent ratings in all categories was the Military
Transition Service Providers, which means our Soldiers and families
leaving the service are being taken care of by the MTS personnel.
The Fort Bliss commissary received comments from five respondents, with
a 40 percent satisfaction rate with a good to OK in all categories and
a 60 percent rating of meeting customers needs. Promotions Services
received an overall 67 percent satisfaction rate with 3 respondents,
and in all categories comments ranged from good to excellent; with a
100 percent rating of meeting customers needs, which is a real plus
for this section.
Reassignments received a 50 percent overall rating from 3 respondents
with overall ratings in the good category and a 100 percent rating of
meeting customers needs.
The ID Card Section received comments from fourteen respondents and
even though their overall rating was below 50 percent, it can be attributed
to the mandated need for common access cards for all military and civilian
employees, and the heavy workload required for getting Soldiers ready
to deploy. Waiting time seemed to be the one area which most were dissatisfied
with, but with new CAC capabilities being set up in the CRC/SRP areas
then waiting time should decrease. Despite these obstacles, the section
did receive a 75 percent rating for meeting customers needs which considering
their workload is a real win for the section.
The Welcome Center ratings indicate there are some areas to be reviewed
and improved, as most incoming new personnel arrive here first and receive
their first impression of the installation. Staff members were gives
an, OK, and timeliness of service, a good, but again an overall grade
of satisfaction of services to meet customer’s needs in the 80
percentile. Another area which did not receive an overall rating but
received category ratings of good, poor and OK was the Directorate of
Information Management. This is another area where mandated changes
from Department of Defense and other agencies regarding security and
other issues on computer networks have resulted in an overwhelming workload
of new changes. Plus, DOIM is also creating a new network of telephone,
LAN and secure networks to support the ongoing expansion of the installation
at both Biggs Army Airfield and U.S. Army Combined Arms Support Command.
As we welcome the New Year, 2007, we face many challenges, but with
the “Team Bliss” attitude, I am confident we will meet our
goals as an installation in the midst of overwhelming change, while
providing Soldiers and their families with the best services possible.
I am committed to that endeavor, and as the slogan “Army Strong”
suggests, I know all of you will work with me to ensure total success
in all we are asked to accomplish in the year ahead.
Maj. Gen. Robert P. Lennox
Fort Bliss Commanding General
Brig. Gen. Robert
P. Lennox
Fort Bliss Commanding General