Customer feedback improves service, eliminates problems

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VANCE AIR FORCE BASE, Okla. --  Team Vance members can provide feedback to the base service provider, CSC Applied Technologies LLC, in a variety of ways, according to Patty Tyson, Chief Quality Assurance Evaluator for the 71st Flying Training Wing.

Feedback not only helps the contractor find problem areas, but also highlights stellar performance, Tyson said. "Lately, we've had many customers ask us how to input customer feedbacks in all service areas and not just the flight line," she said.

There are three ways to provide feedback. The first is a customer comment card available wherever the contractor provides a service. "The comment card has several questions about the service received and asks you to rate the service from one to five," said Tyson. One is poor service and five is outstanding service.

The second method of feedback is the Quality Management Information System. QMIS is a data-base server that collects the same information as the comment card.

QMIS is available on the SharePoint Vance page under the Popular Links tab. Click the QMIS link and "agree" with the policy statement provided. The QMIS Home Page will appear with a listing of topics on the left hand side of the screen.

Choose "Customer Feedbacks." The next screen will list each functional area with departments. Select the applicable department and fill out the feedback.

"Pilots are encouraged to submit feedback after each flight," said Tyson. "However, we need to hear from the rest of Team Vance as well."

The third method of providing customer feedback is by calling a contracting officer representative - formerly known as a quality assurance evaluator. CORs are government employees who monitor the service provided by the contractor, making sure the requirements of the contract are being fulfilled. And, equally important, they make sure customers aren't asking for more than the contract calls for, said Tyson.

For a list of CORs, their areas of concern and contact information, go to S:\Public\CSC FA3002-08-C-0007\CSC QAP Listing - 30 Sep 2011.

"Give as much detail as possible about the received service," said Tyson. "For instance, if you give the service provider a low score, follow up with detailed comments so the service provider and COR can investigate the issue. The contractor or a COR will contact you if you check that box and leave your name and telephone number."

All of Team Vance, military and civilian, is encouraged to give customer feedback, said Tyson. "We are very interested in your feedback. It allows the service provider to adjust programs or educate employees as required."