JBELMENDORF-RICHARDSONI34-101 — Ice Program

JBELMENDORF-RICHARDSONI34-101 governs ICE program implementation, responsibilities, and maintenance at Joint Base Elmendorf-Richardson.

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• Publication number: JBELMENDORF-RICHARDSONI34-101
• Title: ICE PROGRAM
• Date: 2023-10-17

View JBELMENDORF-RICHARDSONI34-101 on armypubs.army.mil

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It covers electronic and hard copy customer feedback, comment cards, service provider management, and customer satisfaction reporting. It requires designated managers, training, timely responses, data entry, and maintenance of ICE resources.

Applies to: It applies to ICE Service Provider Manager(s) (SPM) and all personnel assigned to and/or under the operational control of the JBER Installation Commander to include the Army and Air Force Reserve.

Topics covered

• Electronic ICE system
• Manual ICE cards
• Customer feedback
• ICE Service Provider Managers
• Customer response timelines
• ICE training

Questions and answers

What is the ICE system used for?

The ICE system is a web-based application used to collect and report customer feedback and is the preferred method for use. (paragraph 1)

Where must hard copy ICE cards be available?

Hard copy ICE cards will be made available at all service delivery points for those preferring to leave written feedback. (paragraph 1)

How many mandatory questions must hard copy ICE cards include?

Hard copy cards should mirror automated versions and must include the six mandatory questions the Department of Defense requires. (paragraph 1)

How quickly must SPMs respond to customers?

Monitor e-mails daily to ensure customer comment responses are completed within a 72-hour period (3 business days) for comments requiring responses. (paragraph 2)

When must hard copy comment card information be entered into ICE?

Ensure SPMs transcribe hard copy comment card information into the ICE System within seven business days. (paragraph 2)

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