Service feedback provides opportunities for growth, reward

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VANCE AIR FORCE BASE, Okla. --  Vance's Quality Assurance Standardization and Evaluation program needs your help with feedback on contractor performance. "It is time again to ask for your assistance," said Patty Tyson, Chief Quality Assurance Evaluator for the 71st Flying Training Wing.

"Feedback is invaluable to the contractor," said Ms. Tyson. "They cannot grow or improve without it." Feedback is not only used to assist in realizing problem areas but to applaud stellar performance as well, she said.

There are three ways to provide feedback. The first is a customer comment card available wherever the contractor, CSC Applied Technologies LLC, provides a service. "The comment card has several questions about the service received and asks you to rate the service from 1 to 5" said Ms. Tyson. A rating of 1 is poor service and 5 is outstanding service.

The second method of feedback is the Quality Management Information System. QMIS is a database server that collects the same information as the comment card. QMIS is available at the Air Force Portal Vance page under the "Unique to Us" tab. "Flying squadrons are required to submit feedback for at least 20 percent of their flights," said Ms. Tyson. "However, we need to hear from the rest of the contract customers at Vance as well."

The third method of providing customer feedback is calling a quality assurance evaluator. They are government employees who monitor the service provided by the contractor, making sure the requirements of the contract are being fulfilled. Equally important, they make sure customers aren't asking for more than the contract calls for. For a list of QAEs, their areas of concern and contact information, go to the Vance Public Drive: S:\Public\CSC FA3002-08-C-0007\CSC QAP Listing.

"It is important to give as much detail as possible about the received service," said Ms. Tyson. For instance, if you give the service provider a low score, follow up with detailed comments so the service provider and QAE can investigate the issue.

It is important to answer every question. If you fail to answer even one question, the entire feedback will not be counted for an overall score, said Ms. Tyson. If you would like the service provider or a QAE to contact you, simply check that box and leave your name and telephone number. "We are very interested in your feedback. It allows the service provider to adjust programs or educate employees as required," Ms. Tyson said.

Each section of the contract is held to a specific score ranging between 3 and 4.25 out of 5. This score is how the contractor is evaluated, and is very important with regard to contract compliance. All of Team Vance is encouraged to give customer feedback. It provides insight on customer expectations and behavior.