MCRD/ERR PARRIS ISLAND, S.C. -- With the simple click of a button, anyone with access to the Internet can rate more than 100 services provided aboard the Depot.
From All Points Travel to Youth Sports, this "electronic suggestion box" is intended to improve the quality of life for all active duty, reserve and retired military, DoD civilians, their families, as well as visitors aboard the Depot.
The Interactive Customer Evaluation System, or ICE, which was implemented in June 2003, is an invaluable tool that is not being used as frequently as it should, according to Linda Pierce, management analyst for the Plans, Programs and Assessment Department.
"It would be great if more people were using it," said Pierce, who added that there must be at least 25 comments submitted for each particular service in order to guage how well that service is doing.
"Also, these comments have to be within a 90-day window," she added. "If they have a comment only once or twice a year, then it's really hard to guage the status of how well that service is operating."
Many services currently remain "unrated" due to the lack of comment cards submitted from Depot patrons through ICE.
One of the reasons ICE has so few comment submissions is due to the fact that some people do not even know it exists.
"I've only seen two people ever use it," said Petty Officer 3rd Class Michael Newman, leading petty officer for permanent party sick call, of the ICE system that was set up at the Branch Medical Clinic a month ago. "I don't think half the people know it's there."
ICE, which can be found at http://Ice.disa.mil/, was created to improve the morale and welfare for the "customers" aboard the Depot through an online evaluation system that rates the 113 services aboard the Depot, according to Depot Order 5232.1.
Once connected, customers can give complaints, compliments and suggestions for improving that particular service, and all the comment cards received remain completely confidential, said Pierce.
"It's ok to be anonymous, but if you feel the issue you're providing a comment card on is serious enough and you really want to discuss it with someone, please provide your phone number and your name," said Pierce. "It's kept confidential. Only those service providers have access to that particular area."
Although ICE may be used as a forum for relaying both positive and negative comments, Pierce also said that not every problem can be fixed right away, and patrons must understand that certain policies cannot be changed.
"The customer might not have the whole picture of why things are the way they are, and sometimes it might be a good idea to call the service's manager if they want to get an idea of what's going on," recommended Pierce. "There could be a policy as to why it's that way, or there could be restraints in manpower or budget."
Aside from providing feedback, users can also obtain additional information about services aboard any another military installation. Master Sgt. N. Jarosz, quality control chief for 6th MCD, discovered this while using ICE for the first time while waiting for an appointment at BMC.
"I think it's cool," he said while surfing the Web site. "You can make recommendations or enter an idea no one ever thought of. It's 1,000 minds vice one. Plus, even if you're not computer savvy, you can use it to get information and phone numbers, so when you go to another base, you're not lost."
According to Pierce, there are ICE systems currently set up at BMC and the Transition Assistance Office, and hopes to set up more systems in the Visitor Center within the next few months.
"The ICE system is there to help make us better," she said. "To serve the customer better and to make everything more user-friendly."