Customer Relations Management Team

One voice can make a difference. We've got four ways for it to be heard: the Interactive Customer Evaluation (ICE) system, Installation Action Council, Ask the Garrison Commander, Customer Assessments, Garrison's Good Ideas and more.

The Interactive Customer Evaluation (ICE) system is a web-based tool that collects feedback on services provided by various organizations throughout the Department of Defense (DoD). The ICE system allows customers to submit online comment cards to rate the service providers they have encountered at military installations and related facilities around the world. It is designed to improve customer service by allowing managers to monitor the satisfaction levels of services provided through reports and customer comments. ICE provides the following benefits:

• Allows DoD customers to quickly and easily provide feedback to service provider managers
• Gives leadership timely data on service quality
• Allows managers to benchmark the performance of their service providers against other DoD organizations.
• Encourages communication across organizations by comparing best practices to increase performance results.
• Saves money

The Department of Defense Quality Management Office (DoD QMO) provides the ICE system and is responsible for high-level system administration and maintenance. Organizations using ICE are responsible for maintaining their own service providers.

Every comment submitted from the ICE webpage is immediately sent to a service provider. The goal is to respond within 72 working hours; the mission is to provide exceptional customer service.

To visit Hawaii's ICE site, click here.

Falling in step with the Army Family Action Plan (AFAP), the Installation Action Council is made up of Soldier, family member, and civilian representatives that discuss garrison-level community issues to determine if resolution can be achieved. If resolution of an issue requires higher command resources or support, council members can decide to move the issue forward through the AFAP process. Meetings are held quarterly.

Click here to fill out an Issue Form.

Download the latest IAC meeting document for new or current issues, or for closed issues. This document is current as of March 22, 2012. Click here to review the minutes. If you need copies from previous meetings, contact PAIO.

Please wait while you're redirected.

U.S. Army Garrison-Hawaii and its service providers are always interested in what you have to say. Find the way that works for you!

• Army Family Action Plan (AFAP): For information or to submit an issue, call ACS at 808-655-0705. Visit the website here.

  The AFAP conference is Oct. 29-Nov. 2, 2012. Help identify, assess and prioritize issues for your community. Become an AFAP delegate today. Child care will be provided. Call 808-655-0705 or email heather.m.miles4.civ@mail.mil for more information.

• Community Town Halls: Town halls are held quarterly. Town halls can be held in person, online via Facebook or broadcast on TV2. View the garrison's calendar for an up-to-date schedule or call 808-655-0497.

• Community Relations Office, Directorate of Emergency Services: Call 808-655-5170 for the North Communities or 808-438-8727 for South Communities or visit Facebook. Submit crime tips online at www.MilitaryCrimeTips.com.

• Customer Assessments: Annual assessments will be sent out to the community and tenant units to identify what's being done right and what needs improvement. CMS will also conduct surveys on an "as-needed" basis whenever a particular service provider wants a more focused view on a given service or product.

  USAG-HI Unaccompanied Housing Resident Survey: The First Sergeants Barracks Program 2020 is a partnership between garrison and brigade-level units to achieve efficient and quality property management in housing for unaccommpanied Soldiers. This survey provides essential customer feedback to identify and communicate issues and inefficiencies in Soldier barracks. All barracks residents are encouraged to submit this survey within 30 days of occupancy.

• Directorate of Public Works Customer Service: To put in a new service order or get status of an existing service order, call the Service Order desk at 808-656-1275 or through customer walk-ins at 947 Wright Ave, Wheeler Army Airfield, Bldg. 104, 1st floor. Service order hours of operation will be weekdays, 6 a.m.-5 p.m.

  Emergency after-hours operations are weekdays from 5-6 p.m., to include weekends and holidays.

• Garrison's Good Ideas: The best ideas for improving the way we do business in the garrison come from our employees. Share your Good Ideas online, or fill out the form and email it to usaghi.gip.contact@us.army.mil, or mail it to Good Ideas Program Team, 110 Glennan Road, Bldg 690, Stop 301, Schofield Barracks, HI, 96857.

• Island Palm Communities: Call the North region at 808-275-3710 or the South region at 808-275-3810. Visit the website here.

• Social Media: Interact with the garrison on Facebook and Twitter.

Contact the Customer Relations Management Team by phone at 808-655-9033 or email at usaghi.cms@us.army.mil.