tracy sokolowski, j411 nov 2013

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DEFENSE LOGISTICS AGENCYAMERICA’S COMBAT LOGISTICS SUPPORT AGENCY

WARFIGHTER SUPPORT ENHANCEMENT STEWARDSHIP EXCELLENCE WORKFORCE DEVELOPMENT

Tracy Sokolowski, J411Nov 2013

4th Quarter FY13/Year end Customer Survey Results

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• Last survey results for FY13

• Satisfaction rate was at or above 90% goal throughout the year

• Overall trend was steady improvement throughout the year across all business areas

• RBI responses gradually got better as access issues were resolved and systems fixes got implemented

• Response rate declined throughout year

SYNOPSIS

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RBI REVIEW• Looking across the entire FY13 (all 4 qtrs):• 35 possible responses to RBI questions

‒ With our 1st and 3rd quarter audience, 26 of the answers improved (74%)

‒ With our 2nd and 4th quarter audience, 29 of the answers improved (83%)

DEMONSTRATES THAT, AS EXPECTED, RBI CONCERNS DECREASED THROUGHOUT OUR

DEPLOYMENT YEAR

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COMMON THEMES• Comments - themes were consistent throughout FY13:

• By FAR - #1 customer concern: not knowing the status of their requisitions and whether or not they would get property. (RTD/LESO)‒ NOTE: RTD (Audit Readiness approved) SCR to fix this problem has been

submitted!

• Systems access problems/lengthy log-in processes still mentioned but these comments declined throughout year as customers grew accustomed to new procedures.‒ NOTE: LESO customers still seem to be struggling on this front more than other

customers

• Continued frequent comments on the need for photos and better descriptions. (RTD/LESO)

• Long wait for turn-in appointments mentioned consistently all four quarters. (TRANS/TURN-IN)

MOST CONSISTENT THEME: EMPLOYEE COMPLIMENTS!!

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• Six std ICE questions: Avg GREEN for year - all five business areas. Steady improvements in 3rd and 4th qtrs (both customer audiences) for most areas. Haz/LESO continued to struggle 3rd qtr, but greatly improved by year end.– Facility, Staff Attitude, Timeliness, Hours of Business, Meeting Needs,

Satisfied or not

• Website and Responsiveness: Most business areas improved here, going from YELLOW to GREEN , or RED to YELLOW . – Reut did take a dip in 4th quarter on responsiveness.

• Consistency and Competency: Steady improvement across the board all quarters – all business areas.

• Feeling Valued/Ease of Doing Business/Addressing Concerns:– Hazardous customers in particular showed decreases on ease of doing business

and answering concerns with both customer groups, but very small customer pool (less than 25 respondents – not considered statistically viable)

– Trans/Turn-in both went into the Green with audiences second time around on the “feeling valued” question. Believe this is largely due to patient and excellent customer service by warehousing personnel at the field level.

FY13 Averages forGeneral Questions

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• 16 possible responses (4 questions / 4 quarters)– Overall avg for year: YELLOW (69% of the time)

• Went up with both audiences on using our services for ALL needs, and retrieving info from website

• Went from YELLOW to GREEN on COR assistance with both groups• Stayed steady on getting help when needing assistance (YELLOW)

ASSESSMENT: Biggest issue for Hazardous survey is getting a larger customer pool to make results more statistically viable

• 40 possible responses (10 questions / 4 quarters).– Overall avg for year: YELLOW (53% of the time)

• Stayed RED all year on the 1-5 day notification. Bad metric. Lots of variables prove it to be non-viable.

• Time for truck arrival meeting rqmts.• Getting CBL w/in 48 hrs.• Getting issues corrected

ASSESSMENT: Overall results respectable, improved throughout year.

BUSINESS AREA SYNOPSIS

TRANSPORTATION

HAZARDOUS

All showed steady improvement, with two going to GREEN in 4th Qtr.

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• 28 possible responses (7 questions / 4 quarters)– Overall avg for year: GREEN (54%)

• Stayed YELLOW all year on meeting appointment dates• Went from YELLOW to GREEN with both customer groups on answering

concerns if they needed assistance

ASSESSMENT: Steady improvement all year, ending overall predominantly GREEN.

• Trans/Turn-in Combined questions– ETID Solid all year – mostly GREEN.

– RIP GREEN last three qtrs.– EDOCs went negative, ending year in RED.

BUSINESS AREA SYNOPSIS (Cont.)

TURN-IN

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• Only 12 possible responses (3 questions / 4 quarters)– Overall avg for year: RED (92% of the time)

• Ease of enrollment did go from RED to YELLOW last quarter• Website questions both stayed RED all year

ASSESSMENT: Struggled all year to please LESO customers. Big problems adjusting to new login procedures and new RTD Website. Didn’t like not knowing if they were going

to get property or not.

• 20 possible responses (5 questions / 4 quarters)– Overall avg for year: YELLOW (60% of the time)

• Went up in all questions with the first customer group (1st/3rd qtrs)• Went down in two of the five questions with group two (2nd/4th qtrs)

– Ease of using website– If RDD not met – did you get it within 1-2 weeks (NOTE: Only two responses on

this 4th qtr though)

ASSESSMENT: Mostly showed improvement throughout year but never able to get GREEN due to slow progress on problems with RTD Website (much like with LESO customers)

BUSINESS AREA SYNOPSIS

REUTILIZATION

LESO

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CATEGORY EAST MID AMERICA WEST EUROPE PACIFIC HQ TOTAL

Employee Compliments 85 67 54 34 17 8 265

(204 in FY12)

Site Compliments 86 70 50 33 13 5 257

(100 in FY12)

COMPLIMENTS AND CRM

CUSTOMERS ARE BEING HEARD!268 CRM tickets created as a result of surveys this year (compared to 194 in FY12) ‒ Represents personal responses to 268 customers to resolve their issues

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• FY13 CONCLUSIONS– All things considered with the RBI roll-out this year – results are positive

– Overall satisfaction remained very high (over 90%), and significant jump in number of employee and site compliments

– Steady increases almost across the board on all questions and in all business areas

– Response rate is an issue

• NEXT STEPS - FY14 (TMT for review/approval in Nov)– Going from five to three business area surveys:

• RTD/LESO will be combined• Transportation/Turn-in will be combined• Hazardous will remain on its own

– New streamlined set of questions – limit of 16 maximum

– Surveying monthly (vs. quarterly) ONLY those who used our services previous month … goal is to get more “real time” responses

CONCLUSIONS – NEXT STEPS

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DEFENSE LOGISTICS AGENCYAMERICA’S COMBAT LOGISTICS SUPPORT AGENCY

WARFIGHTER SUPPORT ENHANCEMENT STEWARDSHIP EXCELLENCE WORKFORCE DEVELOPMENT 11 11

DETAILED SLIDES(4th Qtr Results)

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Business Area 1st Qtr % Satisfied

2nd Qtr% Satisfied

3rd Qtr % Satisfied

4th Qtr % Satisfied R/Y/G

Hazardous Waste Disposal (21) 85% 90% 86% 100%

Transportation (51) 87% 86% 97% 95%

Turn-in (217) 93% 93% 94% 95%Law Enforcement Support Office (LESO) (107) 90% 90% 83% 96%

Reutilization (56) 84% 84% 93% 90%

4th Quarter ICE SurveyHigh Level Summary

Business AreaPossible

Respondents Responses

Hazardous Waste Disposal 257 21

Transportation 1,691 51

Turn-in 9,304 217Law Enforcement Support Office (LESO) 4,900 107

Reutilization 944 56

TOTALS: 17,096 452

100%-90% 89%-70% 69%-0%

FY13 AOP Goal is 90%

Overall Satisfaction Rate

4th Qtr.95%

RESPONSE RATESOverall Response

Rate 4th Qtr. =

3%

FY13 AOP (Annual Operating Plan) Response Rate Goal is 16%

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HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)

Question 2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

RBI1. How would you rate our communicating info about our new systems

85%/93% (14 of 15)

76%/86% (37 of 43)

77%/81% (145 of 178)

50%/58% (51 of 88)

70%/77% (37 of 48)

--Very good 35%/20% (3) 34%/35% (15) 36%/39% (70) 10%/22%(19) 28%/35%(17)

--Good 50%/73%(11) 42%/51%(22) 41%/42% (75) 40%/36%(32) 42%/42%(20)

--Fair 5%/0%(0) 19%/9% (4) 15%/13%(24) 27%/26%(23) 23%/6%(3)

--Poor 10%/7%(1) 4%/2%(1) 6%/3%(5) 12%/14%(12) 4%/6%(3)

--Very poor 0%/0%(0) 2%/2%(1) 2%/2%(4) 10%/2%(2) 4%/10%(5)

RBI2. How would you rate your experience in gaining access to the new systems

77%/50% (2 of 4)

48%/82% (26 of 32)

69%/77% (119 of 156)

26%/42% (33 of 80)

56%/74% (35 of 47)

--Very good 44%/25%(1) 24%/19%(6) 24%/26%(40) 2%/13%(10) 23%/32%(15)

--Good 33%/25%(1) 37%/63%(20) 45%/51%(79) 24%/29%(23) 33%/42%(20)

--Fair 11%/25%(1) 24%/9%(3) 19%/16%(25) 24%/33(26) 23%/11%(5)

--Poor 11%/25%(1) 2%/6%(2) 6%/3%(4) 17%/11%(9) 12%/6%(3)

--Very poor 0%/0%(0) 13%/3%(1) 5%/5%(8) 34%/15%(12) 9%/9%(4)

--Have not used it yet 55%/67% 22%/29% 19%/15% 11%/18% 10%/6%

Standard RBI Questions4th Qtr Results

69%-0%89%-70%100-90%

=100%

Not factored into

calculations

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HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)


2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

RBI3. How would you rate your experience in using the new RTD WEB

80%/80% (4 of 5)

63%/82% (22 of 27)

70%/77% (110 of 142)

33%/44% (35 of 79)

65%/64% (33 of 51)

--Very good 60%/20%(1) 24%/30%(8) 24%/23%(33) 3%/14%(11) 18%/35%(18)

--Good 20%/60%(3) 39%/52%(14) 46%/54%(77) 30%/30%(24) 47%/29%(15)

--Fair 0%/20%(1) 21%/15%(4) 20%/14%(20) 29%/28%(22) 15%/18%(9)

--Poor 0%/0%(0) 3%/0%(0) 4%/4%(6) 14%/16%(13) 7%/12%(6)

--Very poor 20%/0%(0) 13%/4%(1) 6%/4%(6) 23%/11%(9) 13%/6%(3)


RBI4. How would you rate your experience in using the new ETID

77%/80% (4 of 5)

60%/92% (26 of 28)

80%/81% (116 of 142)

39%/56% (9 of 16)

77%/73% (22 of 30)

--Very good 33%/20%(1) 26%/21%(6) 31%/39%(56) 0%/25%(4) 31%/33%(10)

--Good 44%/60%(3) 34%/71%(20) 49%/42%(60) 39%/31%(5) 46%/40%(12)

--Fair 22%/20%(1) 23%/4%(1) 15%/11%(16) 22%/31%(5) 12%/10%(3)

--Poor 0%/0%(0) 3%/4%(1) 2%/4%(5) 11%/13%(2) 4%/13%(4)

--Very poor 0%/0%(0) 14%/0%(0) 3%/4%(5) 28%/0%(0) 8%/3%(1)


Standard RBI Questions (cont.)4th Qtr Results

69%-0%89%-70%100-90%

=100%

Not factored into

calculations

=100%

Not factored into

calculations

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HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)


2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

RBI5. How would you rate your experience using EDOCS for retrieving your DD1348-1s

50%/66% (2 of 3)

59%/89% (24 of 27)

77%/81% (95 of 118)

50%/74% (11 of 15)

64%/76% (19 of 25)

--Very good 25%/33%(1) 25%/33%(9) 32%/35%(41) 0%/27%(4) 32%/44%(11)

--Good 25%/33%(1) 34%/56%(15) 45%/46%(54) 50%/47%(7) 32%/32%(8)

--Fair 25%/0%(0) 22%/7%(2) 16%/12%(14) 25%/13%(2) 21%/12%(3)

--Poor 25%/33%(1) 6%/0%(0) 4%/3%(4) 0%/0%(0) 7%/4%(1)

--Very poor 0%/0%(0) 13%/4%(1) 3%/4%(5) 25%/13%(2) 7%/8%(2)


RBI6. How would you rate your experience in using the new Scheduler system to schedule trucks

75%/100% (1 of 1)

67%/69% (22 of 32)

74%/71% (81 of 115)

57%/100% (5 of 5)

58%/75% (12 of 16)

--Very good 50%/100%(1) 16%/25%(8) 33%/29%(33) 0%/40%(2) 37%/50%(8)

--Good 25%/0%(0) 51%/44%(14) 41%/42%(48) 57%/60%(3) 21%/25%(4)

--Fair 0%/0%(0) 24%/19%(6) 17%/23%(27) 29%/0%(0) 26%/6%(1)

--Poor 25%/0%(0) 3%/9%(3) 4%/2%(2) 0%/0%(0) 5%/6%(1)

--Very poor 0%/0%(0) 5%/3%(1) 5%/4%(5) 14%/0%(0) 11%/13%(2)



69%-0%89%-70%100-90%

=100%

Not factored into

calculations

=100%

Not factored into

calculations

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HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)


2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

RBI7. How has the overall svc from your local site been since deployment of RBI

93%/94% (14 of 15)

82%/92% (36 of 39)

90%/88% (145 of 164)

69%/77% (46 of 60)

72%/86% (38 of 44)

--Better than before 14%/7%(1) 24%/23%(9) 36%/38%(63) 27%/32%(19) 33%/43%(19)

--Same as before 79%/87%(13) 58%/69%(27) 54%/50%(82) 42%/45%(27) 39%/43%(19)

--A little worse 7%/7%(1) 12%/3%(1) 4%/8%(13) 15%/17%(10) 15%/2%(1)

--Much worse 0%/0%(0) 6%/5%(2) 4%/3%(5) 14%/5%(3) 13%/9%(4)

--Worse but getting better 0%/0%(0) 0%/0%(0) 1%/1%(1) 1%/2%(1) 0%/2%(1)


69%-0%

89%-70%100-90%

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HW Disp (21) TRANS (51) TURN-IN (217) LESO (107) REUT (56)


2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

Facility Appearance 4.07/4.50 4.10/4.14 4.09/4.16 4.14/4.23 4.29/4.24

Employee Staff/Attitude 4.30/4.65 4.26/4.40 4.29/4.35 4.30/4.39 4.53/4.44

Timeliness of Service 4.39/4.65 4.10/3.91 4.12/4.21 3.97/4.08 4.28/4.33

Hours of Service 4.26/4.47 4.02/4.13 4.09/4.16 3.97/3.97 4.23/4.37

Did the product or service meet your needs?

100%/94% 95%/93% 95%/96% 93%/92% 100%/89%

Overall Satisfied 90%/100% 86%/95% 93%/95% 90%/96% 84%/90%

Standard ICE Questions4th Qtr Results

5.00-4.00 3.99-2.75 2.74-0Please rate these areas on a scale of: Excellent (5.0)/Good (4.0)/Okay (3.0) /Poor (2.0)/Awful (1.0)

100-90% 89%-70%

69%-0%

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HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)


2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

G5. Which DLA Disposition Services personnel are you rating today

--HQ Battle Creek 5%/5% (1) 15%/10% (4) 2%/1% (1) 12%/15% (9) 17%/14% (6)

--Field location 86%/80% (16) 61%/71% (29) 85%/94% (139) 43%/58% (34) 61%/52%(22)

--Both 10%/15% (3) 24%/20% (8) 13%/5% (8) 45%/27% (16) 22%/33% (14)

G6. Information on website helpful 86%/89% (9)

84%/94% (36)

89%/92% (165)

69%/79% (77)

74%/77% (47)

G7. Responsive to messages left 87%/95% (18 of 19)

68%/76% (34 of 45)

75%/76% (131 of 172)

69%/77% (64 of 83)

72%/69% (31 of 45)

--Within 4 hours 57%/32% (6) 23%/29% (13) 27%/28% (49) 19%/23% (19) 28%/18% (8)

--Within 1 day 30%/63% (12) 45%/47% (21) 48%/48% (82) 50%/54% (45) 44%/51% (23)

--Within 1 week 13%/5% (1) 22%/20% (9) 18%/20% (34) 23%/16% (13) 15%/24% (11)

--More than 1 week 0%/0% (0) 8%/4% (2) 7%/2% (4) 5%/7% (6) 11%/0% (0)

--Never 0%/0% (0) 2%/0% (0) 1%/2% (3) 2%/0% (0) 2%/7% (3)

Standard DLA Disp Svc Questions4th Qtr Results

69%-0%89%-70%100-90%

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HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)


2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th Qtr Survey

2nd /4th QtrSurvey

G8. Consistency when stating Disposition Services Procedures

83%/95%(19)

87%/98%(46)

91%/93% (169)

84%/91%(76)

86%/85%(41)

G8a. Who was the inconsistency between

--Employees at two field sites 25%/0% (0) 0%/0% (0) 9%/18% (3) 13%/33% (3) 13%/0% (0)

--Two or more employees at one site 0%/0% (0) 0%/0% (0) 33%/35% (6) 0%/0% (0) 13%/0% (0)

--HQ personnel and field site 25%/100%(1) 22%/0% (0) 21%/24% (4) 25%/11% (1) 38%/50% (2)

--Other 0%/0% (0) 44%/0% (0) 18%/12% (2) 19%/22% (2) 13%/50% (2)

--All of the above 50%/0% (0) 33%/100%(2) 18%/12% (2) 44%/33% (3) 25%/0% (0)

G9. Competency in resolving problems 87%/90%(18 of 20)

72%/87%(40 of 46)

81%/83%(146 of 176)

56%/76%(65 of 85)

67%/72%(33 of 46)

--Very Good 58%/55% (11) 38%/46% (21) 39%/45% (79) 16%/34% (29) 26%/52% (24)

--Good 29%/35% (7) 34%/41% (19) 42%/38% (67) 40%/42% (36) 41%/20% (9)

--Fair 8%/0% (0) 20%/11% (5) 13%/13% (22) 27%/16% (14) 22%/15% (7)

--Poor 4%/10% (2) 2%/2% (1) 4%/3% (5) 11%/4% (3) 7%/11% (5)

--Very Poor 0%/0% (0) 7%/0% (0) 2%/2% (3) 6%/4% (3) 4%/2% (1)

Standard DLA Disp Svc Questions (cont.)4th Qtr Results

69%-0%89%-70%100-90%

20

HW DISP (21)

TRANS (51)

TURN-IN (217)

LESO (107)

REUT (56)


2nd /4th Qtr Survey

2nd /4thQtr Survey

2nd /4thQtr Survey

2nd /4th QtrSurvey

G10. How easy is it to do business with DLA Disp Svcs

92%/84%(16 of 19)

80%/83%(40 of 48)

81%/83%(148 of 179)

56%/73%(64 of 87)

80%/72%(34 of 47)

--Very easy 54%/68%(13)

47%/52%(25)

53%/56%(100)

18%/39%(34)

40%/49%(23)

--Somewhat easy 38%/16%(3)

33%/31%(15)

28%/27%(48)

38%/34%(30)

40%/23%(11)

--Neutral 0%/16%(3)

7%/13%(6)

13%/11%(20)

23%/18%(16)

4%/13%(6)

--Not easy at all 8%/0%(0)

13%/4%(2)

6%/6%(11)

22%/8%(7)

17%/15%(7)

G11. Does DLA Disp Svcs make you feel valued as a customer

91%/86%(21)

87%/91%(45)

89%/90%(172)

72%/89%(73)

78%/89%(44)

G12. If you answered a previous survey, were your concerns fully addressed

86%/50%(2)

87%/73%(11)

80%/91%(43)

64%/65%(20)

67%/73%(15)

Standard DLA Disp Svc Questions (cont.)4th Qtr Results

69%-0%

89%-70%100-90%

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Hazardous Waste Customers

Question 1st Qtr Survey

2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

HW1. In the past six months, has your activity recycled or disposed of ALL of your HM/HW through DLA Disp Svcs (20) 67% 80% 82% 85%

HW1a. What was the reason for not using us (3)

--Cost (2) 67% 20% 60% 67%--Convenience(0) 0% 40% 0% 0%--Timeliness(0) 8% 20% 20% 0%--Other (please explain in the comments section at end of survey) (1) 25% 20% 20% 33%

HW2. In the last six months, have you retrieved hazardous waste information from the Disposition Services web based reporting system (16) 19% 43% 37% 38%

HW2a. If you answered yes, how would you rate your experience in retrieving this information (7) 67% 56% 71% 86%

--Good (6) 67% 56% 71% 86%--Fair (0) 17% 22% 29% 0%--Poor (1) 17% 22% 0% 14%

100%-90% 89%-70% 69%-0%% of Customers who

answered Yes( x ) Represents number of respondents for that question

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Hazardous Waste Customers


2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

HW3. Does your COR offer assistance for completing turn-in documentation needed to order services under your waste disposal contract (18) 89% 90% 82% 100%

HW4. Were questions pertaining to HW disposal services resolved to your satisfaction (19) 88% 89% 84% 89%

--All of the time (12) 46% 78% 47% 63%--Most of the time (5) 42% 11% 37% 26%--Some of the time (2) 12% 11% 11% 11%

--Never (0) 0% 0% 5% 0%

100%-90% 89%-70% 69%-0% % of Customers who answered Yes

( x ) Represents number of respondents for that question

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Transportation Customers


2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

TR1: On average, how long is it from when you submit your transportation request to when you receive notification of your pick up date (39) 37% 44% 34% 54%

--0-5 days (21) 37% 44% 34% 54%

--6-10 days (8) 30% 29% 28% 21%--11-15 days (2) 16% 13% 26% 5%--More than 15 days (8) 17% 15% 11% 21%TR2: Does the average time from submitting a transportation request to truck arrival meet your requirements (59) 79% 83% 83% 84%

TR3: Did you receive your CBL 24-48 hours prior to the truck arriving for pick up (59) 87% 88% 95% 95%

TR4: If you experienced an issue with shipping, was it corrected by the Transportation Scheduling office to your satisfaction (30) 87% 81% 83% 100%

--All of the time (18) 50% 58% 60% 75%--Most of the time (7) 37% 23% 23% 25%--Some of the time (5) 9% 12% 17% 0%--Never (0) 4% 8% 0% 0%

100%-90% 89%-70% 69%-0%% of Customers who


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Turn-In Customers


2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

TI1: Does the avg time from requesting an appointment for turn-in at your Disp Svcs site to the actual turn-in date meet your requirements (180) 83% 80% 84% 86%

TI2: Have you turned in property at a Disp Svcs site and been sent back or called back later to come get the property due to problems (180) 21% 18% 24% 17%

TI2a: What was the reason given (23)

--Improper or lack of paperwork (8) 49% 55% 49% 35%

--Truck was considered unsafe to unload (0) 3% 4% 3% 0%

--Radiation was detected (0) 3% 0% 1% 0%

--Hours of operation issues (2) 4% 5% 4% 9%

--Other (13) 41% 36% 43% 57%



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Transportation/Turn-In Combined Questions

Question1st Qtr SurveyTrans/Turn-in

2nd Qtr SurveyTrans/ Turn-in

3rd Qtr SurveyTrans/Turn-in

4th Qtr SurveyTrans/Turn-in

T&T1: If using the Electronic Turn-In Document (ETID) system did you find it valuable (23 Trans/132 Turn-in = 155) 143Y

95%/91%92%

93%/95%95%

96%/93%94%

96%/92%92%

T&T2: If you’ve been using ETID, have you been receiving your ETID approvals in time to meet your internal requirements (22 Trans/130 Turn-in = 152) 139Y

80%/89%88%

88%/92%92%

85%/91%90%

86%/92%91%

T&T3: If you agreed to have Receipt in Place (RIP) property, did we honor the agreed upon time for property removal from your location (19 Trans/52 Turn-in = 71) 66Y

83%/91%89%

91%/93%92%

92%/91%92%

89%/94%93%

T&T3a: If no to the previous question, was the amount of additional time you kept property > 20 days (5 Trans/20 Turn-in = 25) 25/Y19

76%/73%74%

67%/67%67%

71%/65%66%

80%/75%76%

T&T4: When was your turn-in receipt (signed 1348) available in the Electronic Documents (EDOCS) system (25 Trans/95 Turn-in = 120) 120/Y78= 65%

61%/87%83%

68%/86%97%

75%/85% 83%

76%/79%65%

--1-12 days (19 Trans/75 Turn-in = 94) 94/73Y = 78% 61%/87% 68%/86% 75%/85% 76%/79%

--More than 12 days (6 Trans/20 Turn-in = 26) 26/5Y=19% 39%/13% 32%/14% 25%/15% 24%/21%

100%-90% 89%-70% 69%-0% % of Customers who answered Yes( x ) Represents number of respondents for that question

“Yes” is bad69%-0% 89%-70% 100%-90%

26

Question1st Qtr SurveyTrans/Turn-in

2nd Qtr SurveyTrans/ Turn-in

3rd Qtr SurveyTrans/Turn-in

4th Qtr SurveyTrans/Turn-in

T&T5: How important is it to be able to retrieve your EDOCs copies of the DD1348-1A vs using the unsigned one as your official record (26 Trans/123 Turn-in = 149)

84%/81%82%

83%/81%99%

84%/83%84%

69%/82%80%

--Very important (12 Trans/83 Turn-in = 95) 64%/61% 75%/59% 67%/62% 46%/67%--Somewhat important (6Trans/18 Turn-in = 24) 95+24 = 119 119/149=80% 20%/20% 8%/22% 17%/21% 23%/15%

--Neutral (5 Trans/11 Turn-in = 16) 8%/14% 8%/14% 13%/11% 19%/9%

--Not that important (1 Trans/9 Turn-in = 10) 6%/4% 5%/4% 4%/5% 4%/7%

--Don’t care at all (2 Trans/2 Turn-in = 4) 1%/1% 5%/1% 0%/1% 8%/2%

T&T6: If you required assistance from Disp Svcs on your property turn-in, did you get the help you needed (31 Trans/137 Turn-in = 168)

85%/89%88%

86%/89%89%

94%/91% 92%

96%/90%91%

--All of the time (24 Trans/93 Turn-in = 117) 54%/62% 62%/68% 60%/68% 77%/68%

--Most of the time (6 Trans/30 Turn-in = 36) 117+36 = 153 153/168=91% 31%/27% 24%/21% 34%/23% 19%/22%

--Some of the time (1 Trans/12 Turn-in = 13) 14%/9% 9%/10% 5%/8% 3%/9%

--Never (0 Trans/2 Turn-in = 2) 1%/2% 4%/1% 0%/1% 0%/1%

100%-90% 89%-70% 69%-0%% of Customers who


Transportation/Turn-In Combined Questions

27

LESO Customers


2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

L1: Did you find it easy to enroll as a participant in the Law Enforcement Support Office (LESO – also known as the 1033) program (93) 65% 57% 57% 75%

L2: Do you find it easy to search for property on the RTD website (86) 57% 50% 60% 65%L3: Does the LESO website provide you with adequate information and tools for your 1033 program (84) 60% 48% 47% 58%

L4: What can LESO do better to increase your agency’s capabilities and readiness (78)--More photos (26) 24% 20% 29% 33%--Better property descriptions (7) 5% 3% 6% 9%

--All of the above (32) 54% 60% 51% 41%

--Nothing more (6) 9% 4% 6% 8%--Other, please explain in the comments section (7) 8% 13% 8% 9%



28

Reutilization Customers


2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

R1: Do you find it easy to screen and requisition property on our website (46) 55% 72% 76% 67%

R2: Were you able to obtain the property you required (44) 66% 74% 75% 80%R3: If you required assistance during the screening/requisition process, did you get the help you needed (33) 74% 52% 76% 72%

--All of the time (16) 41% 38% 49% 48%--Most of the time (8) 33% 14% 27% 24%--Some of the time (7) 20% 32% 20% 21%--Never (2) 7% 16% 4% 6%R4: Was the property delivered by the Required Delivery Date (RDD)(26) 82% 87% 85% 88%

R4a: If “no” to the previous question, was the property delivered within (2) 45% 33% 13% 0%

--1-2 weeks of RDD (0) 45% 33% 13% 0%--3-4 weeks of RDD (1) 18% 17% 50% 50%--More than 4 weeks of RDD (1) 36% 50% 38% 50%

100%-90% 89%-70% 69%-0%% of Customers who


29

Reutilization Customers


2nd Qtr Survey

3rd Qtr Survey

4th Qtr Survey

R5: What can we do better to increase your agency’s capabilities and readiness (29)

--More Photos (11) 18% 40% 32% 38%--Better property descriptions (1) 12% 5% 11% 3%--All of the above (11) 42% 33% 34% 38%--Nothing more (2) 9% 10% 15% 7%--Other, please explain in the comments section (4) 19% 13% 9% 14%



30

EAST• Antonio Acevedo Bragg• Edith Butler Bragg• Joe Williams Bragg• Leroy Goal (Twice) Bragg• Roy Howell Bragg• Gregorio Soto Bragg• James Samuel Jackson• Lorin Glenn (Twice) Jacksonville• Paul McGrath Lejeune• Natasha Riley Meade• Chris Newlund Meade

WEST• Rick Steenhoven Fairchild• Karen Powers Lewis• John Lopez San Diego• Olivia Guzman San Joaquin• Gilbert Moody San Joaquin• John Wilcox Yuma

MID AMERICA• Justin Funk Columbus• Eric Marshall Columbus• Chris Rice Hood• Audrey Florek Knox• Ed Anderson (Twice) Sill• Tom Durgin Sill• Jim Snow Sill• Scott Humburg(Twice) Sparta• Brandon Roderick Sparta• Ronald Hill Warner Robins EUROPE/AFRICA• Robert Lang (Twice) Kaiserslautern• Ulrike Stutzkeitz (Twice) Kaiserslautern• Lisa Concepcion Lajes• Massimo Marongui Naples• Neil McCormack Molesworth

PACIFIC• Odis Parison Guam

HQ• Dan Arnold LESO• Shiela Everest RTD

Outstanding PersonnelEmployees complimented by name in survey comments:

31

EAST• Bragg • Cherry Point• Drum• Jackson• Lejeune (Twice)• Letterkenny• Meade• Mechanicsburg• Norfolk

WEST• Holloman• San Joaquin

MID AMERICA• Sill (Twice)• Sparta• Stewart

EUROPE/AFRICA• Incirlik• Kaiserslautern (3 Times)• Naples• Schweinfurt

PACIFIC• Guam (5 Times)

HQ• LESO (Twice)

Outstanding SitesSites complimented by name in survey comments:

32

Sample Site CommentsLocations complimented by name in survey comments:

Support from San Joaquin is excellent. From the DSR to the

warehouse personnel

The team at DLA Disposition Services at Naples is always responsive and attentive to our command needs.

Outstanding responsiveness and

accurate information provided by

DLA Guam. Thanks for your support.

Sparta staff is very

helpful!

The personnel at Cherry Point have always been helpful and courteous. Goes beyond what I believe is required to provide excellent services.

At Fort Bragg, I have noticed an improvement turn-in experience in the recent months. Less wait time, greater assistance and good moral among the employees

I would like to thank DLA Disposition at Incirlik for providing excellent service

We have been to Ft. McCoy several times to pick up equipment. The service there is great, they are always eager to provide assistance and very polite.

The local office

(Holloman AFB) is

outstand and great

people to work with

In the past, the soonest we could get an appointment at Norfolk was two months in advance. It’s much better now.

I have worked with Ft.

Drum the most and find

that they are outstanding.

33

Other Comments …POS

POSNEU

NEG

NEU NEG

We are totally satisfied with the service provided.

Using this system is so difficult, it is easier to throw the material away.

I have had the opportunity to work

with this office for over ten years and

have always received outstanding

assistance and service.

Not enough personnel to process the volume of ETIDS.

Need to be consistent between sites. ETIDS can be

used at many sites but not all.

Getting the signed and stamped ETIDS is very important because they are required before assets can be cleared from our property database. Speeding this process up would greatly enhance our business process.

The system seems to work well. But there should be a faster timeline on 1348 approvals.

34

CRM RESPONSES

CUSTOMERS WHO NEED TO – ALWAYS HEAR FROM US!

OFFICE/REGION RESPONSIBLE

NUMBER OF TICKETS

REQUIRED

NUMBER OF TICKETS CREATED

Mid-America 3 2

East 1 1

Europe 1 0

LESO 9 9

Turn-in 2 2

Reut 8 5

Trans 1 1

Environmental 3 1

TOTAL TICKETS MADE 28 21

Tickets still to be created 7

45 Employee

Compliments

forwarded

29 Sites

Compliments

forwarded

tracy sokolowski, j411 nov 2013

Documents

customer audiences

business areas rbi responses

year synopsis

deployment year

rbi questions

customer groups

customer concern

possible responses