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Customer Relations Management Team

Customers have a voice. We make sure it's heard.

  • About
  • ICE
  • Ask the GC!
  • Other Ways To Be Heard
  • Contact Us

The Interactive Customer Evaluation (ICE) system is a web-based tool that collects feedback on services provided by various organizations throughout the Department of Defense (DoD). The ICE system allows customers to submit online comment cards to rate the service providers they have encountered at military installations and related facilities around the world. It is designed to improve customer service by allowing managers to monitor the satisfaction levels of services provided through reports and customer comments. ICE provides the following benefits:

  • Allows DoD customers to quickly and easily provide feedback to service provider managers
  • Gives leadership timely data on service quality
  • Allows managers to benchmark the performance of their service providers against other DoD organizations.
  • Encourages communication across organizations by comparing best practices to increase performance results.
  • Saves money

The Department of Defense Quality Management Office (DoD QMO) provides the ICE system and is responsible for high-level system administration and maintenance. Organizations using ICE are responsible for maintaining their own service providers.

Every comment submitted from the ICE webpage is immediately sent to a service provider. The goal is to respond within 72 working hours; the mission is to provide exceptional customer service.

To visit Hawaii's ICE site, click here.

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U.S. Army Garrison-Hawaii and its service providers are always interested in what you have to say. Find the way that works for you!

Annual assessments will be sent out to the community and tenant units to identify what's being done right and what needs improvement. CMS will also conduct surveys on an "as-needed" basis whenever a particular service provider wants a more focused view on a given service or product.

  • Army Family Action Plan (AFAP): Visit the website for more information, including how to submit an Issue Submission Form, by Oct. 30, 2014. The 2014 conference will be held Nov. 17-19. The teen conference will be held Nov. 15. Call 808-655-4358 with any questions.

    An AFAP issue is any problem or concern you have regarding the quality of life within the Army. An issue can be one that will affect only the U.S. Army Garrison Hawaii community or one that will be effective Army-wide. It must contribute positively to the Army goal of readiness and retention and must be something that can be judged as attainable. Delegates comprising of Soldiers (both single and married), DA civilians, retirees, family members and surviving spouses will review every issue and prioritize the ones that they believe would make the greatest impact in improving the quality of life in the Total Army Force.

    AFAP issues have resulted in 128 Legislative changes, 184 Department of Defense or Army policy/regulatory changes, and improved 210 programs or services/funding.

  • Directorate of Emergency Services Community Relations Office: Call 808-655-5170 for the North Communities or 808-438-8727 for South Communities, or visit Facebook. Submit crime tips online at

  • Directorate of Public Works Customer Service: To put in a new service order or get status of an existing service order, call the Service Order desk at 808-656-1275 or through customer walk-ins at 947 Wright Ave, Wheeler Army Airfield, Bldg. 104, 1st floor. Service order hours of operation will be weekdays, 6 a.m.-5 p.m. Emergency after-hours operations are weekdays from 5-6 p.m., to include weekends and holidays.

  • Island Palm Communities: Call the North region at 808-275-3710 or the South region at 808-275-3810. Visit the website.

  • Mystery Customer Program: Soldiers, family members, retirees, civilians and others who live and work on Army Hawaii installations have the opportunity to give honest feedback on the services they receive at USAG-HI facilities. To become a “mystery customer,” call 808-656-0880/0881 or via email.

  • Social Media: Interact with the garrison on Facebook and Twitter.

  • Town Halls: Town halls are held quarterly via Facebook. View the garrison's calendar for an up-to-date schedule or call 808-656-3155.

  • Unaccompanied Housing Resident Survey: The First Sergeants Barracks Program 2020 is a partnership between garrison and brigade-level units to achieve efficient and quality property management in housing for unaccommpanied Soldiers. This survey provides essential customer feedback to identify and communicate issues and inefficiencies in Soldier barracks. All barracks residents are encouraged to submit this survey within 30 days of occupancy.

Contact the Customer Relations Management Team by phone at 656-0880 or 656-0881 or email at


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