YONGSAN GARRISON, Republic of Korea - Garrison officials are implementing a new program designed to gather valuable feedback and improve service at Yongsan.

"Everyone who lives in the Yongsan community is our customer," said Col. Dave Hall, U.S. Army Garrison-Yongsan commander. "It's our vision to be a professional, people-focused organization, and this initiative will help to set the benchmark."

The Customer Management Services program provides an integrated approach to customer service through a three-tiered process.

• Interactive Customer Evaluation, or ICE

• Community FIRST, or "Feedback, Issue, Resolution, Solution, Today"

• Annual Customer Service Assessment

USAG-Yongsan Customer Service Officer Lia Abney attended an intense one-week CMS training course in Columbia, S.C. in preparation for program implementation this year.

"It is the 'Voice of the Customer,' with which the customer determines how well each service provider is performing and how important those services actually are," Abney said. "You're only as good as your customer says you are."

The Customer Management Services program enables Soldiers, Civilian Employees, Family Members, veterans and retirees to evaluate how well the Garrison is providing services.

The ICE program provides customers feedback from service providers on issues they are concerned about within three business days, and focuses on the needs of the individual.

The Community FIRST Quarterly Resolution process involves quarterly focus groups where issues that cannot be resolved through ICE are formally addressed. It concentrates on the needs of the community through various constituent groups (such as Soldiers, Family Members, teenagers or retirees).

"Focus groups are the perfect way to hear the voice of the customer," Abney said.

Community FIRST will gather two to three focus groups to meet quarterly so all groups can be heard throughout the year in partnership with Army Family Action Plan.

The garrison will start taking Community FIRST input from constituent groups in April. "The first Community FIRST focus group is scheduled to meet on April 15," she said. "It will focus on civilian issues." The garrison will organize Soldiers focus group May 29.

In the Annual Customer Service Assessment, customers will rate the performance, importance and priority of the services the Garrison provides.

"The annual assessment is a unique approach for Garrison Commanders to evaluate how well services are provided to the customer with a focus on Mission Commanders and constituent groups," Abney said. "The assessment provides a visual evaluation of survey results, allowing the Garrison Commander to see where every area of the Garrison stands in regard to performance and importance from the customer's point-of-view."

The three-tiered CMS program is a completely new way to approach customer service, Abney said.

"Communication is the key to its effectiveness," she said. "We're taking the initial steps to implement the program right now, but we need everyone's help."

Abney encourages community members to use the Interactive Customer Evaluation site.

"Participate in the focus groups and take the Customer Service Assessment," Abney said. "This system will make it easier than ever for your voice to be heard, and improve our community."