2012 Fort Drum Customer Service Assessment-LEADERSHIP

Fort Drum is conducting a Customer Service Assessment which is utilized to capture and evaluate customer perceptions of services. We need your help to tell us: 1) How well are we doing in providing you the programs and services that you use on Fort Drum? 2) How important are the services to you as a member of the installation community? Your participation in the assessment is a key component in assisting leadership in determining the way ahead to improve and continue programs and services. The Customer Service Assessment will take you less than 15 minutes to complete. If at any point during the survey you need to save your responses and resume at a later time, please press the Save button at the bottom of your screen. You will be provided with a unique URL (link) that you must use to re-access your survey. We greatly appreciate your time and candid responses. Expressing your views can make a difference here at Fort Drum.

DEMOGRAPHICS Are you active duty military? Yes No What command are you assigned to? 1 BCT 2 BCT 3 BCT 10 CAB 10 SBDE MEDDAC (To include WTU) DENTAC 20 ASOS HHBn USAG HHC Other (please specify) ________________________________________________ How long have you been located at or near Fort Drum? Less than 6 months Between 6 months and 12 months 1-2 years 2-3 years 3-4 years 4-5 years More than 5 years Please click on the position/title that most accurately describes your status/relationship with the military. This will direct you to the appropriate assessment: Field Grade Officer (MAJ/04 and above) ; CPT/03 who is/has held Company Command; CW3-CW5 Company Grade Officer (W01-CW2; 2LT/01-1LT/02; and CPT/03 who has not held Company Command) Senior Noncommissioned Officer 1SG and SGM/CSM Senior Noncommissioned Officer- SFC or MSG (if you have already filled a position as a 1SG then please select the above option) Junior Noncommissioned Officer- SGT to SSG Junior Enlisted- PVT to SPC/CPL None of the Above

Please provide your ratings and comments based on how the service affects the accomplishment of your mission from a "leader's perspective". Please avoid "personal" issues unless they are relevant to your unit mission. Results will be used to determine the importance and performance of services that support your mission. It is critical that we capture your leader assessments so that we may improve your mission support.

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Family Readiness Programs Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Family Readiness Support Assistant (FRSA) Program Family Readiness Group (FRG) IMPORTANCE Very Poor Family Readiness Support Assistant (FRSA) Program Family Readiness Group (FRG) COMMENTS Family Readiness Support Assistant (FRSA) Program Family Readiness Group (FRG) Poor Ok Good Excellent No Experience or Not Applicable Poor Ok Good Excellent No Experience or Not Applicable

Directorate of Human Resources- DHR Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Post-Transition Services (Separation, Retirement) Individual Personnel Actions and Military Personnel Services to Students/Trainees Pre-Transition Services (eg. ACAP, SBP, Transition Assistance) Personnel Processing Services (e.g., Records, Awards, NCO/Officer Promotions, Reassignments) Deployment Cycle Services Casualty Operations Personnel Services - DEERS/ID/CAC Personnel Services (e.g., In/Out Processing) Personal Mail Services in Unit Official Mail Distribution Employee Assistance Program (EAP) Risk Reduction Program (RRP) Substance Abuse Prevention and Education (Military Personnel) Civilian Biochemical Services (Civilian Drug Test Screening) Military Bio-chemical Testing Services (Military Drug Test Screening) Education Testing (GRE, GMAT, ACT, etc. through Education Center) Post-Secondary Programs and Classes (Education Center) Education Counseling (Education Center) Civilian Workforce Development IMPORTANCE 1 Not Important 2 Not as Important 3 Important 4 More Important 5 Very Important No Experience or Not Applicable Poor Ok Good Excellent No Experience or Not Applicable

Post-Transition Services (Separation, Retirement) Individual Personnel Actions and Military Personnel Services to

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Students/Trainees Pre-Transition Services (eg. ACAP, SBP, Transition Assistance) Personnel Processing Services (e.g., Records, Awards, NCO/Officer Promotions, Reassignments) Deployment Cycle Services Casualty Operations Personnel Services - DEERS/ID/CAC Personnel Services (e.g., In/Out Processing) Personal Mail Services in Unit Official Mail Distribution Employee Assistance Program (EAP) Risk Reduction Program (RRP) Substance Abuse Prevention and Education (Military Personnel) Civilian Biochemical Services (Civilian Drug Test Screening) Military Bio-chemical Testing Services (Military Drug Test Screening) Education Testing (GRE, GMAT, ACT, etc. through Education Center) Post-Secondary Programs and Classes (Education Center) Education Counseling (Education Center) Civilian Workforce Development COMMENTS Post-Transition Services (Separation, Retirement) Individual Personnel Actions and Military Personnel Services to Students/Trainees Pre-Transition Services (eg. ACAP, SBP, Transition Assistance) Personnel Processing Services (e.g., Records, Awards, NCO/Officer Promotions, Reassignments) Deployment Cycle Services Casualty Operations Personnel Services - DEERS/ID/CAC Personnel Services (e.g., In/Out Processing) Personal Mail Services in Unit Official Mail Distribution Employee Assistance Program (EAP) Risk Reduction Program (RRP) Substance Abuse Prevention and Education (Military Personnel) Civilian Biochemical Services (Civilian Drug Test Screening) Military Bio-chemical Testing Services (Military Drug Test Screening) Education Testing (GRE, GMAT, ACT, etc. through Education Center) Post-Secondary Programs and Classes (Education Center) Education Counseling (Education Center) Civilian Workforce Development

Directorate of Morale, Welfare and Recreation - DMWR Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Volunteer Programs to include AFAP, AFTB & Volunteer Coordinator (ACS) Support for Wounded and Fallen Soldiers (SFAC & SOS) Transition Support Services (ACS Financial, AER, Family Member Employment Assistance, and Relocation Readiness) Personal & Family Life Readiness (EFMP/FAP/Sexual Assault Program/Victim Advocate) Mobilization & Deployment Support (ACS Mob/Dep) Community Information Services (ACS CIS) Military Family Life Consultants (MFLC) Child Care Centers Poor Ok Good Excellent No Experience or Not Applicable

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Youth and School Aged Services Programs Physical Fitness Facilities Intramural Sports/Outdoor Facility Maintenance Leisure Ticketing Services Arts and Crafts Program Automotive Skills Program (POV Auto Repair/Maintenance) Outdoor Recreation Program Community/Recreation Programs Library/Information Services Clubs, Food Beverage and Entertainment Programs Bowling Army Lodging Management Better Opportunities for Single Soldiers (BOSS) IMPORTANCE 1 Not Important

2 Not as Important

4 More Important

5 Very Important

No Experience or Not Applicable

3 Important

Volunteer Programs to include AFAP, AFTB & Volunteer Coordinator (ACS) Support for Wounded and Fallen Soldiers (SFAC & SOS) Transition Support Services (ACS Financial, AER, Family Member Employment Assistance, and Relocation Readiness) Personal & Family Life Readiness (EFMP/FAP/Sexual Assault Program/Victim Advocate) Mobilization & Deployment Support (ACS Mob/Dep) Community Information Services (ACS CIS) Military Family Life Consultants (MFLC) Child Care Centers Youth and School Aged Services Programs Physical Fitness Facilities Intramural Sports/Outdoor Facility Maintenance Leisure Ticketing Services Arts and Crafts Program Automotive Skills Program (POV Auto Repair/Maintenance) Outdoor Recreation Program Community/Recreation Programs Library/Information Services Clubs, Food Beverage and Entertainment Programs Bowling Army Lodging Management Better Opportunities for Single Soldiers (BOSS)

COMMENTS Volunteer Programs to include AFAP, AFTB & Volunteer Coordinator (ACS) Support for Wounded and Fallen Soldiers (SFAC & SOS) Transition Support Services (ACS Financial, AER, Family Member Employment Assistance, and Relocation Readiness) Personal & Family Life Readiness (EFMP/FAP/Sexual Assault Program/Victim Advocate) Mobilization & Deployment Support (ACS Mob/Dep) Community Information Services (ACS CIS) Military Family Life Consultants (MFLC) Child Care Centers Youth and School Aged Services Programs Physical Fitness Facilities Intramural Sports/Outdoor Facility Maintenance Leisure Ticketing Services Arts and Crafts Program Automotive Skills Program (POV Auto Repair/Maintenance) Outdoor Recreation Program Community/Recreation Programs Library/Information Services Clubs, Food Beverage and Entertainment Programs Bowling Army Lodging Management

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Better Opportunities for Single Soldiers (BOSS)

Directorate of Plans, Training, and Mobilization - DPTMS Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Security Education, Training and Awareness (SETA) Personnel Security Anti-Terrorism Battle Command Training Center Command & Control/IOC/Emergency Operations Mobilization & Deployment Planning and Opns Airfield Operations Training Land Sustainment Range Operations Training Support Services Visual Information Processes IMPORTANCE 1 Not Important 2 Not as Important 3 Important 4 More Important 5 Very Important No Experience or Not Applicable Poor Ok Good Excellent No Experience or Not Applicable

Security Education, Training and Awareness (SETA) Personnel Security Anti-Terrorism Battle Command Training Center Command & Control/IOC/Emergency Operations Mobilization & Deployment Planning and Opns Airfield Operations Training Land Sustainment Range Operations Training Support Services Visual Information Processes COMMENTS Security Education, Training and Awareness (SETA) Personnel Security Anti-Terrorism Battle Command Training Center Command & Control/IOC/Emergency Operations Mobilization & Deployment Planning and Opns Airfield Operations Training Land Sustainment Range Operations Training Support Services Visual Information Processes

Directorate of Logistics - DOL Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Ammunition Supply Services Retail Stock and Storage Support Poor Ok Good Excellent No Experience or Not Applicable

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Central Issue Facility (CIF) & OCIE (Organizational Clothing and Individual Equipment) Asset Management (Property Book, Installation Property, Operational Loads, etc.) Material Maintenance Support (General Equip., Weapons, Combat Vehicle, etc.) Personnel Movements and Travel Services (ITO) Non-Tactical Vehicles (manage & provide general use) Cargo Movement Services Personal Property Moves Logistical Deployment/Redeployment Support Dining Facility Services (Attendants, Equipment, Facility Only) Laundry Services (OCIE items & Linens) IMPORTANCE 1 Not Important

2 Not as Important

4 More Important

5 Very Important

No Experience or Not Applicable

3 Important

Ammunition Supply Services Retail Stock and Storage Support Central Issue Facility (CIF) & OCIE (Organizational Clothing and Individual Equipment) Asset Management (Property Book, Installation Property, Operational Loads, etc.) Material Maintenance Support (General Equip., Weapons, Combat Vehicle, etc.) Personnel Movements and Travel Services (ITO) Non-Tactical Vehicles (manage & provide general use) Cargo Movement Services Personal Property Moves Logistical Deployment/Redeployment Support Dining Facility Services (Attendants, Equipment, Facility Only) Laundry Services (OCIE items & Linens) COMMENTS Ammunition Supply Services Retail Stock and Storage Support Central Issue Facility (CIF) & OCIE (Organizational Clothing and Individual Equipment) Asset Management (Property Book, Installation Property, Operational Loads, etc.) Material Maintenance Support (General Equip., Weapons, Combat Vehicle, etc.) Personnel Movements and Travel Services (ITO) Non-Tactical Vehicles (manage & provide general use) Cargo Movement Services Personal Property Moves Logistical Deployment/Redeployment Support Dining Facility Services (Attendants, Equipment, Facility Only) Laundry Services (OCIE items & Linens)

Directorate of Public Works - DPW Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Unaccompanied Personnel Housing (UPH- Barracks). Management of Government Owned & Leased Housing Privatized Housing Mgmt for Residential Communities Initiative (RCI) Service Order and Maintenance for Privatized Housing Mgmt for Residential Communities Initiative (RCI) Provide Housing Services (Off-Post Housing) Service Order and Preventive Maintenance (Non housing areas) Indoor Pest Control (Non housing areas) Poor Ok Good Excellent No Experience or Not Applicable

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Outdoor Pest Control (Non housing areas) Refuse Removal Services (Non housing areas) Snow, Ice, and Sand Removal (Non housing areas) Roads and Grounds (Non housing areas) Electrical Services (Non housing areas) Facilities Engineering Services Custodial Services Provide Water for Mission Uses Conservation Services (Cultural & Natural Resources Stewardship, Endangered Species Act) IMPORTANCE 1 Not Important

Unaccompanied Personnel Housing (UPH- Barracks). Management of Government Owned & Leased Housing Privatized Housing Mgmt for Residential Communities Initiative (RCI) Service Order and Maintenance for Privatized Housing Mgmt for Residential Communities Initiative (RCI) Provide Housing Services (Off-Post Housing) Service Order and Preventive Maintenance (Non housing areas) Indoor Pest Control (Non housing areas) Outdoor Pest Control (Non housing areas) Refuse Removal Services (Non housing areas) Snow, Ice, and Sand Removal (Non housing areas) Roads and Grounds (Non housing areas) Electrical Services (Non housing areas) Facilities Engineering Services Custodial Services Provide Water for Mission Uses Conservation Services (Cultural & Natural Resources Stewardship, Endangered Species Act) COMMENTS Unaccompanied Personnel Housing (UPH- Barracks). Management of Government Owned & Leased Housing Privatized Housing Mgmt for Residential Communities Initiative (RCI) Service Order and Maintenance for Privatized Housing Mgmt for Residential Communities Initiative (RCI) Provide Housing Services (Off-Post Housing) Service Order and Preventive Maintenance (Non housing areas) Indoor Pest Control (Non housing areas) Outdoor Pest Control (Non housing areas) Refuse Removal Services (Non housing areas) Snow, Ice, and Sand Removal (Non housing areas) Roads and Grounds (Non housing areas) Electrical Services (Non housing areas) Facilities Engineering Services Custodial Services Provide Water for Mission Uses Unaccompanied Personnel Housing (UPH- Barracks). Management of Government Owned & Leased Housing Privatized Housing Mgmt for Residential Communities Initiative (RCI) Conservation Services (Cultural & Natural Resources Stewardship, Endangered Species Act)

2 Not as Important

3 Important

4 More Important

5 Very Important

No Experience or Not Applicable

Directorate of Emergency Services - DES Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Poor Ok Good Excellent No Experience or Not Applicable

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Fire & Emergency Services Programs Law Enforcement (LE) Operations Physical Security Program (incl Installation Access) IMPORTANCE 1 Not Important

2 Not as Important

4 More Important

5 Very Important

No Experience or Not Applicable

3 Important

Fire & Emergency Services Programs Law Enforcement (LE) Operations Physical Security Program (incl Installation Access) COMMENTS Fire & Emergency Services Programs Law Enforcement (LE) Operations Physical Security Program (incl Installation Access)

Special Staff - Legal Services Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Administrative and Civil Law Criminal Law & Discipline Tax Assistance Legal Assistance (except Tax Assistance) Claims Services IMPORTANCE 1 Not Important 2 Not as Important 3 Important 4 More Important 5 Very Important No Experience or Not Applicable Poor Ok Good Excellent No Experience or Not Applicable

Administrative and Civil Law Criminal Law & Discipline Tax Assistance Legal Assistance (except Tax Assistance) Claims Services COMMENTS Administrative and Civil Law Criminal Law & Discipline Tax Assistance Legal Assistance (except Tax Assistance) Claims Services

Special Staff - Religious Services Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Very Poor Religious Services (Overall) Family Support Programs (Alpha, AWANA, PWOC, MCCW, Youth Activities, PMOC, Spiritual Development Workshops) Add comments for specific program(s) addressed Religious Services PO Valley Chapel (Contemporary Worship Service, Islamic Prayer Room) Add comments for specific service addressed Religious Services Riva Ridge Chapel (Liturgical Service, Jewish Service) Add comments for specific service addressed Religious Services Main Post Chapel (Protestant Service - 0915) Poor Ok Good Excellent No Experience or Not Applicable

2012 Fort Drum Customer Service Assessment- LEADERSHIP

Religious Services Main Post Chapel (Catholic Services - 1700 & 1100) Religious Services Main Post Chapel (Gospel Services - 1230) Religious Education Classes Main Post Chapel Religious Services Division / MSE Level Religious Services Brigade Level Religious Services Battalion Level IMPORTANCE 1 Not Important

2 Not as Important

4 More Important

5 Very Important

No Experience or Not Applicable

3 Important

Religious Services (Overall) Family Support Programs (Alpha, AWANA, PWOC, MCCW, Youth Activities, PMOC, Spiritual Development Workshops) Add comments for specific program(s) addressed Religious Services PO Valley Chapel (Contemporary Worship Service, Islamic Prayer Room) Add comments for specific service addressed Religious Services Riva Ridge Chapel (Liturgical Service, Jewish Service) Add comments for specific service addressed Religious Services Main Post Chapel (Protestant Service - 0915) Religious Services Main Post Chapel (Catholic Services - 1700 & 1100) Religious Services Main Post Chapel (Gospel Services - 1230) Religious Education Classes Main Post Chapel Religious Services Division / MSE Level Religious Services Brigade Level Religious Services Battalion Level COMMENTS Religious Services (Overall) Family Support Programs (Alpha, AWANA, PWOC, MCCW, Youth Activities, PMOC, Spiritual Development Workshops) Add comments for specific program(s) addressed Religious Services PO Valley Chapel (Contemporary Worship Service, Islamic Prayer Room) Add comments for specific service addressed Religious Services Riva Ridge Chapel (Liturgical Service, Jewish Service) Add comments for specific service addressed Religious Services Main Post Chapel (Protestant Service - 0915) Religious Services Main Post Chapel (Catholic Services - 1700 & 1100) Religious Services Main Post Chapel (Gospel Services - 1230) Religious Education Classes Main Post Chapel Religious Services Division / MSE Level Religious Services Brigade Level Religious Services Battalion Level

Special Staff - Public Affairs Office PAO Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Public Affairs Services Post Newspaper, Social Media, Event Publicity, Information Campaigns, Installation Website) IMPORTANCE 1 Not Important 2 Not as Important 3 Important 4 More Important 5 Very Important No Experience or Not Applicable Very Poor Poor Ok Good Excellent No Experience or Not Applicable

Public Affairs Services Post Newspaper, Social Media, Event Publicity, Information Campaigns, Installation Website)

2012 Fort Drum Customer Service Assessment- LEADERSHIP

COMMENTS Public Affairs Services Post Newspaper, Social Media, Event Publicity, Information Campaigns, Installation Website) Special Staff - Safety Office Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE Safety, Training & Education IMPORTANCE 1 Not Important 2 Not as Important 3 Important 4 More Important 5 Very Important No Experience or Not Applicable Very Poor Poor Ok Good Excellent No Experience or Not Applicable

Safety, Training & Education COMMENTS Safety, Training & Education

Special Staff - Equal Employment Opportunity EEO Please rate the PERFORMANCE of each service using a 5-point scale from Excellent to Very Poor. Please rate the IMPORTANCE of each service on a 5-point scale where 5 = Very Important and 1 = Not Important. Please provide any constructive feedback you have on any of the services below in the Comments section. PERFORMANCE EEO Services IMPORTANCE 1 Not Important 2 Not as Important 3 Important 4 More Important 5 Very Important No Experience or Not Applicable Very Poor Poor Ok Good Excellent No Experience or Not Applicable

EEO Services COMMENTS EEO Services

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2012 Fort Drum Customer Service Assessment- LEADERSHIP

COMMUNICATION Do you believe your garrison does an effective job of communicating to you the services/programs that are available? Not Effective at all Somewhat Effective Effective Very Effective Most Effective Select up to three of the most effective methods to communicate information to you about available services/programs: Fort Drum Website Fort Drum Mountaineer Briefings (Newcomer's Orientation, Community Updates, etc.) Fort Drum Information Town Hall/Public Forum Email (Newsletters, Community Updates, Phantom Distribution, etc.) Flyers/Handouts at Service Locations Paper Signs/Posters at Service Locations Electronic Signs (Marquees) at Service Locations Social Networking Site (Facebook, Twitter, Flickr etc) Text Messages If available, would you be willing to sign up to receive text messages from services you receive on Fort Drum notifying you of events, programs or alerts? Yes No What is an acceptable time span for you to receive information prior to an event so that you can plan and participate? 6 weeks 4 weeks 1 week 3 days 24 hours Less than 24 hours What features are most important to you when you receive program and event information via email? Very Important Timeliness: Clean/Concise:
(i.e. No FWDs email treats, no scrolling to reach content)

Marginally Important

Not Important

Applicability: Visually Interesting:

(i.e. text as well as graphics and images)

Please return your completed survey to your FRSA. Thank you for your participation.

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