Customer Managment Services

What is Customer Management Services?

Customer Management Services (CMS) is a process designed to provide the Garrison Commander with integrated feedback from an individual, constituent, and Mission Commander’s perspective. This process is used to improve the services provided to Soldiers, Retirees, Veterans, Family Members and Civilians that live, work and train on the installation.
The ultimate outcome is to improve performance, readiness, recruiting, retention and work-life balance.
The Customer Management Services program provides an integrated approach to customer service through a three-tiered feedback process.

• Interactive Customer Evaluation, or ICE
• Community FIRST, or "Feedback, Issue, Resolution, Solution, Today"
• Annual Customer Service Assessment

Community FIRST (Feedback, Issues, Resolution, Solution, Today) is a quarterly issues resolution process designed to provide continuous feedback to the USAG Yongsan community on issues that cannot be resolved by ICE.

Community FIRST also conducts focus groups by constituents (Soldiers, Family Members, Retirees, Veterans, Teens, and Civilian Employees).

Issues will be forwarded on a quarterly basis to the responsible directorate or organization for resolution. If still not resolved, issues will be submitted to the Garrison Commander for approval to forward beyond USAG Yongsan through the AFAP process.

If you would like to submit an issue or recommendation, Click Here. Issues will be electronically submitted to the Customer Management Services office.

ISSUES STATUS:

Active Issues, Click Here
Completed Issues, Click here.
Unattainable Issues, Click here.

Corporate/Constituent Assessments

The Corporate/Constituent Assessment provides the USAG Yongsan Mission Commander and leaders with the capability of rating garrison services from a Mission Commander and Staff perspective. The assessment identifies specific deficiencies & potential resource allocation/shortfalls.

The assessment allows Soldiers, Retirees, Veterans, and Family Members & Civilian Employees to rate services provided by USAG Yongsan from a personal use perspective.

See our latest 2009 Customer Service Assessment USAG Yongsan Executive Report now.