User:Revotfel/mockup

The Interactive Customer Evaluation (ICE) is a web-based system implemented by the United States Department of Defense Quality Management Office to improve customer service for businesses catering to the United States Military. Powered by ColdFusion, the website facilitates customer comments, suggestions, and complaints from Service members, their dependents, and Local Nationals about customer related businesses on Military installations.

Conception
ICE was not always managed by DOD-QMO. It's intial conception was a joint effort sponsored by the OSD Quality Management Office, HG USEUCOM, and the Army 6th Area Support Group. The prototype system itself was the brainchild of the Army 6th Area Support Group, who hosted it initially.

The system began to be used with public in 1998. Initially it was used for recreational organizations, such as bowling alleys. The Navy’s Bureau of Medicine and Surgery Perinatal Advisory Board was one of the first to apply it to different areas besides recreation and moral, having the system implemented in Medical facilities. From there on out it spread throughout Military installations globally as it greatly increased the ease with which customers and patients could give feedback about the services provided by various installations.

Previously, customer comments had been filled out on cards and placed in suggestion boxes provided in each installation. The ICE website gave a easy alternative for people to easily comment on any facility that was using the service at the time. With radio announcements on AFN and articles in the Stars and Stripes customers were informed the system existed and how to reach it online.

Service Provided
The ICE system can be used by any military based organization, or civilian organization that caters to a military base, such as AAFES. The manager of the facility contacts the ICE team via the website and sets up an account.

Notes and References