DLA Director's Internal Briefing Template

DLA Director's Internal Briefing Template

DEFENSE LOGISTICS AGENCY AMERICAS AMERICAS COMBAT COMBAT LOGISTICS LOGISTICS SUPPORT SUPPORT AGENCY AGENCY 4th Quarter and FY17 Roll-up Customer Survey Results Mr. John Cain Informational Brief December 5, 2017 WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE ICE Survey 4th Quarter & FY-17 RollUp High Level Summary JUL RESPONSE RATES Business Area AUG Response Rate Goal 16% Satisfaction Goal is 90% SEP 4th Qtr TOTALS Sent Resp Sent Resp Sent Resp Sent Resp RTD/LESO 1027 227 952 168 1115 589 3094 1028 Transportation / Turn-in 868 31 877 32 846 81 2591 130 Hazardous Waste (HW) 53

15 28 18 99 35 180 60 23 0 ? 705 5865 1218 General Comment Cards TOTALS: Overall Resp Rate SATISFACTION Business Area 19 1948 23 273 1857 14% 218 2060 12% 100%-90% 34% 89%-70% 69%-0% JUL AUG SEP 4th Qtr FY-17 RTD / LESO 94% 95% 93% 94% 95% Transportation / Turn-in 79% 94% 100% 91% 92% Hazardous Waste (HW) 100% 100% 100% 100%

89% General Comment Cards 94% 100% 89% 94% 88% Q4 Satisfaction FY-17 Satisfaction 95% 94% Q4 Response FY-17 Response 21% 18% WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Standard ICE Questions 4th Quarter Results 5.00-4.00 2.74-0 3.99-2.75 Rate scale of: Excellent (5.0)/Good (4.0)/Okay (3.0) /Poor (2.0)/Awful (1.0) REUT /LESO Question Facility Appearance Employee Staff/Attitude Timeliness of Service Q1 Q2 4.46 TRANS/TURN-IN Q3 Q4 4.56 4.51 4.54 4.61 4.66 4.64 4.50 4.51 4.35 Q1 HW Disp Q2 Q3 Q4

4.59 4.61 4.40 4.37 4.65 4.73 4.79 4.46 4.56 4.53 4.49 4.47 4.47 4.46 4.47 4.49 97% 97% 96% 95% 96% 94% 96% 93% Q1 Q2 Q3 Q4 4.50 4.36 4.32 4.35 4.45 4.35 4.35 4.37 4.62 4.29 4.22 4.00 4.21 4.14 4.31 4.54 4.38 4.27 4.44 4.26 4.07 4.38 96%

97% 87% 90% 88% 88% 87% 94% 95% 94% 88% 89% 83% 85% 89% 100% Hours of Service Did the product or service meet your needs? Overall Satisfied 100-90% 89%-70% 69%-0% WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Standard Question (All Business Areas) 4th Quarter Results 100-90% 89%-70% REUT / LESO 69%-0% Question G3: In your latest interaction with DLA Disp Svcs did you feel valued as a customer? TRANS / TURN-IN HW Disp Q1 Q1 Q2 Q3 Q4 Q2 Q3 Q4 93% 94% 94% 93% 94% 93% 86 %

90% 30% 29% 22% 19% 0% 38% 20 % Q1 Q2 Q3 Q4 82% 85% 86 % 98% 25% 25% 22% 20 % 0% G3a: If no, please select from the drop down where we can most improve - Ease of doing Business - Competency in resolving problems 5% 0% 11% 6% 0% 13% 20 % 25% 0% 20% 20 % 100% - Responsiveness (timely in getting back to you) 3% 32% 32% 26% 43% 25% 40

% 25% 0% 16% 20 % 0% - Consistency in stating procedures 20% 10% 8% 9% 29% 0% 10 % 25% 0% 0% 0 % 0% - Nothing listed above (please provide details in comments) 30% 29% 27% 40% 29% 25% 10 % 0% 75% 42% 40 % 0% WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Reutilization/LESO Customers 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question Question 1st Qtr Survey

2nd Qtr Survey 3rd Qtr Survey 4th Qtr Survey R1: Which type of Disposal Services customer are you? (369) - Reutilization (89) 22% 31% 23% 24% - Transfer/Donation (Combined) (10) 2% 4% 3% 3% - LESO (213) 71% 55% 60% 58% - Firefighter, CFL, Other (Combined) (57) 4% 11% 14% 15% - Good (285) 77% 81% 78% 81% - Fair (59) 20% 16% 19% 17% - Poor (8) 3% 3% 3% 2% R2: How would you rate your experience in using the Reutilization Transfer Donation (RTD) WEB (352) WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS

PROCESS EXCELLENCE EXCELLENCE Reutilization/LESO Customers 100%-90% 89%-70% 69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question 1st Qtr Survey 2nd Qtr Survey 3rd Qtr Survey 4th Qtr Survey 100% 95% 94% 93% - It was shipped (181) 41% 39% 46% 43% - Picked it up (238) 59% 61% 54% 57% 97% 97% 96% Question R3: If you requested assistance during the screening/requisition process, did you get the help you needed? (302) R4: Did we ship property to you or did you go to pick it up? (419) R4b: If you picked it up, was the property ready and available at your scheduled appointment? (203) 94% WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Reutilization/LESO Customers 100%-90% 89%-70% 69%-0% % of Customers who answered Yes ( x ) Represents number of respondents for that question 1st Qtr Survey 2nd Qtr Survey 3rd Qtr

Survey 4th Qtr Survey 95% 95% 92% 94% - Quantity was incorrect (0) 0% 0% 0% 0% - Unit of issue was incorrect (0) 9% 0% 3% 0% - Condition of property was incorrect (6) 36% 44% 31% 38% - Stock number received was incorrect (1) 0% 11% 7% 6% - Part number received was incorrect (0) 0% 0% 0% 0% - Property was not delivered by the RDD (0) 9% 6% 0% 0% - Other (9) 45% 39% 59% 56% Question R4a: If it was shipped did the property meet your expectations? (216) R4a1: If it did not meet your expectations was it because of: (16) WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Transportation/Turn-in Customers

( x ) Represents number of respondents for that question 100%-90% 89%-70% 1st Qtr Survey 2nd Qtr Survey 3rd Qtr Survey - Good (41) 77% 75% 76% - Fair (7) 16% 20% 13% - Poor (6) 7% 5% 11% - Less than or equal to ten (10) days (26) 74% 80% 72% - More than ten (10) days (10) 26% 20% 28% - Good (43) 73% 79% 70% - Fair (9) 19% 13% 15% - Poor (9) 8% 8% 15% Question 69%-0% 4th Qtr Survey T1. How would you rate your experience using EDOCS (Electronic Document System) for retrieving your DD1348-1s? (54) T2. When was your turn-in receipt (signed 1348-1) available in the Electronic Documents (EDOCS) system? (36) T3. How would you rate your experience when requesting property pick-up/ transportation and/or turn-in services? (61) WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL

FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Transportation/Turn-in Customers 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question % of Customers who answered Yes 1st Qtr Survey 2nd Qtr Survey 3rd Qtr Survey - Problems with the Scheduler system (4) 15% 30% 17% - Improper or lack of paperwork (1) 11% 9% 4% - Problems with the Electronic Turn-in Document (ETID) system or ETID approvals (3) 25% 13% 13% - Limited hours of operation at site (1) 11% 9% 4% - Insufficient/unsatisfactory support from Disp Svcs personnel (3) 10% 9% 13% - Issues with your Receipt in Place (RIP) property (0) 1% 0% 0% - Other (11) 26% 30% 48% 95% 97% 96% Question T4. If you experienced an issue with your turn-in, was it due to (23) T5. If you agreed to have Receipt in Place (RIP) Property, did we honor the agreed upon time for property removal from your location? (25) WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT

ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE 4th Qtr Survey Hazardous Waste Customers 100%-90% 89%-70% 69%-0% ( x ) Represents number of respondents for that question % of Customers who answered Yes 1st Qtr Survey 2nd Qtr Survey 3rd Qtr Survey HW1. Are you satisfied with the disposition solutions for your unused Hazardous Material (HM)? (If no please explain in the comments section) (23) 73% 82% 91% HW2. Are you satisfied with your Contracting Officer Representative (COR)s management of your Hazardous Waste (HW) contract removals? (25) 81% 87% 84% Question 4th Qtr Survey WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Overall Comments Summary 85% of comments were Satisfied 14% were Not Satisfied 1% were Neutral Satisfied Comments 317 Neutral Comments 2 TOTAL Comments Received 371 Positive trends; Not Satisfied Comments 52 Positive employee attitudes and enthusiasm 1033 Program (LESO) positive comments Support to Real World Operations

*Negative trends; Items listed as condition code A but arent Slow or no response to request for photos or additional information Late or no-show trucks *Pareto 80/20 depiction of negative trends work in progress WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Trends from Survey Customers who requested a response Top 3 trends from the 18 Customers who requested a response; (3) Poor Customer Service (2 of 3 same incident) (2) Photo & additional detail requests (2) Help with competitively screening property Remaining were assistance requests for; Scheduler training, DSR contact information, Delivery Orders, and help understanding RTDweb status WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Outstanding Personnel (1 of 3) Employees complimented by name in survey comments: EAST Rolfe, Phillip Aberdeen Curtis, Mitchell Eglin Johnson, Barbara Eglin Williams, Jessica (3 times) Eglin Carter, Brian (twice) Jacksonville Hamilton, Thomas (3 times) Jacksonville Miller, Leonthia (twice) Juliens Creek Hernandez, Monica LeJeune Hoon, Christina (3 times) Letterkenny James, Ray Letterkenny Shuman, Todd (twice) Letterkenny Newlund, Chris Fort Dix Cropp, Regina Norfolk Hendley, Tammy Norfolk Singleton, Terry Richmond Trammel, Neil Richmond Anderson, Cynthia (4 times) Susquehanna Riley, Natasha (twice) Susquehanna Ritter, Marcus Susquehanna MID AMERICA Dykes, Pamela Benning Jones, Anthony (AJ) Campbell Biacco, Peter Columbus Bischoff, Chris Columbus Fenner, Carrie (6 times) Columbus

Swartz, Melissa Columbus Hudson, Ronald Crane Grant, Joe Gordon Agyei, Frank Hood Brown, John Hood Gaddis, Zackary Hood Gray, Marvin Hood Jackson, Joe Hood LeBlue, Debra Hood Reyna, Rene Hood Ensley, Richard Huntsville Gazaway, Geoffrey Huntsville Little, Paul (3 times) Huntsville Mangloma, Gilbert (twice) Huntsville WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Outstanding Personnel (2 of 3) Employees complimented by name in survey comments: MID AMERICA, continued Crawford, Kelli Red River Craft, David San Antonio Cates, Jett (3 times) Scott Johnson, Mack (twice) Scott Anderson, Ed (twice) Sill Cleophat, Jean (twice) Sill Willis, Wayne (twice) Sill Gordon, David Stewart Mitchell, Willie (twice) Warner Robins Johnson, Stephen Whiteman Ringo, Loren (twice) Wright Patterson WEST Wigginton, Kathy Anchorage Bailey, Leah Barstow Guzman, Luis Barstow Marler, Chris Barstow Alvarez, Frank Col. Springs Crane, Mark Col. Springs Ensley, Michael Col. Springs Haegele, Thomas (twice) Col. Springs Hope, Kevin (3 times) Col. Springs Kirby, Ryan (twice) Col. Springs McGinty, Thomas (twice) Col. Springs Plott, Jared Col. Springs Sams, Dave Col. Springs Thomas, Michael (twice) Col. Springs Washington, Jerry Col. Springs Williams, Toni Col. Springs Files, Dan (twice) Hill Grimshaw, Jared (3 times) Hill Jamison, Josh Hill Lovato, Elaine (twice) Hill

Mahmat, Judy Hill WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Outstanding Personnel (3 of 3) Employees complimented by name in survey comments: West, continued Schultz, Chris Hill Stickney, Dave (twice) Hill Fernandez, Steven Kirtland Hill, Jeremy Kirtland Castaneda, Zina Lewis Clark, Carrie (twice) Pendleton Eckenrode, Robert Pendleton Cubarrubias, Ed (twice) San Diego Harris, Daniel Tucson Vascoe, Lenore Tucson Europe and Africa Lamontagne, Amparo (3 times) Rota MSgt Mendoza, Arvie Dijibouti Central Hampton, Tremain (twice) Arifjan Sakryd, Angela Arifjan HQ Battle Creek Aguero, Jose (twice) CFL Pacific Yi, Sukcha Gimcheon Cruz, Rose Guam Rivera, Julie (3 times) Guam Yamanaka, Alan Guam Castro, Llewellyn Iwakuni Sato, Toshiyuki Misawa Rembert, Nyam Okinawa Sato, Kouichi Sagami WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Outstanding Sites (1 of 2) Sites complimented by name in survey comments: EAST Aberdeen Bragg (5 times) Cape Canaveral (twice) Cherry Point (twice) Dix (twice) Eglin (4 times) Groton Jackson Jacksonville (9 times) Keesler Lejeune (5 times) Letterkenny Meade (4 times) Norfolk (6 times) Portsmouth-Pease Richmond (4 times) St. Juliens Creek (4 times) Susquehanna (6 times)

MID AMERICA Anniston (twice) Campbell (twice) Columbus (six times) Crane Huntsville Knox (twice) Red River (3 times) Riley (twice) San Antonio Scott Sparta Sill Stewart Warner Robins (4 times) WEST Anchorage Barstow (twice) Colorado Springs (8 times) Hill (5 times) Lewis Pendleton (3 times) San Diego (twice) San Joaquin Tucson (twice) CENTRAL Kuwait (4 times) 16 WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Outstanding Sites (2 of 2) Sites complimented by name in survey comments: EUROPE/AFRICA Djibouti Grafenwoehr Kaiserslautern Rota PACIFIC Guam (3 times) Iwakuni Pearl Harbor Sagami HQ LESO (6 times) RTD (10 times) 17 WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE Sample Comments f est i b e uld b rtation o w o It ansp nsures r t e e th any s arent p m r co drive n r i e th whe m to a

s n o the fel g n i t direc ry site. a mi l i t On a pick ll the p e r were d up or oducts I h cod far belo ad shi have p e giv w th ped t he con en onlin eir con d d e did not ition co . Sever ition w d a actu ally ork and e A prod l of mis ucts sing were part s. Shipping is always a hit and miss proposition. e is d i v ro nt p a c u y o c ce y r agen this i v r u se e it or O f c e . n h h e T luabl ug ssista zens. o n e i inva k you d the a nd cit a than ram an ficers f g pro s our o give is s s g es tin call c s o pr que , 15 the s

O e M . R unt es, l R D ous co rvic , al row sh e s th a h tr ac e T sas ple IT s TID ply 's tr di ulti the of E sim MO m ith ss to DR w oce red in pr qui ure re rnit fu n. ca Th gro e tea inf up. T m at D o ext rmat hey a LA a rem ive re re ely , pro atte a gr frie fes ntiv eat s e nd ly. iona , l an d ly at sea VFA-154, current Nimitz, aboard the USS beacons in received infrared ation support of Oper from Inherent Resolve ces site Disposition Servi lack Knights Barstow. The B e are grateful for th port to our outstanding sup squadron. WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE DEFENSE LOGISTICS AGENCY AMERICAS AMERICAS COMBAT COMBAT LOGISTICS LOGISTICS SUPPORT SUPPORT AGENCY AGENCY WARFIGHTER WARFIGHTER FIRST FIRST -- PEOPLE PEOPLE & & CULTURE CULTURE -- STRATEGIC STRATEGIC ENGAGEMENT ENGAGEMENT -- FINANCIAL FINANCIAL STEWARDSHIP STEWARDSHIP -- PROCESS PROCESS EXCELLENCE EXCELLENCE

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