SDDC performance receives thumbs up from customers.

The Office of the Deputy Chief of Staff for Strategy, Plans, Policy, and Programs, G5, in the Military Surface Deployment & Distribution Command received its anticipated feedback from the Command's customers and stakeholders as a result of the 2005 Warfighter Distribution Service Survey.

Customers and stakeholders consist of customers of SDDC products and services, transportation officer customers, and vendors.

The overall feedback is that customers are more satisfied with the work of SDDC than customers of the average Federal Government agency. The standard Federal government metrics for measuring citizen satisfaction with agency goods and services is the American Customer Satisfaction Index.

The first run of the WDS was conducted in summer 2005 and the results show the great majority of the transportation officers surveyed are satisfied or very satisfied with SDDC services. However, there is room for improvement in a number of areas.

As of 2004, the aggregate score for Federal agencies is 73 percent satisfaction. In contrast, customer satisfaction with SDDC overall is 75 percent, with the current Personal Property Program at 77 percent, the Freight Domestic Distribution Program is 80 percent, the Freight Global Distribution Program is 81 percent, and the Passenger Traffic Program is 89 percent (the WDS excludes the Families First program currently under development).

In 2002, the Commanding General directed G5 to survey the Command's stakeholders' about SDDC and its services. A small team created the first Customer Satisfaction Survey and Industry Partnership Survey. These surveys were conducted from 2002 through middle 2004. Team members included Colleen Spray and Yvonne Elgnawey, Passenger & Personal Property; Tina Dossman, Acquisitions Office; Paula Mihalek, Information Management; Lee Strong, G5; and Steve Lord and Capt. Ron Dearing, Operations Center.

During 2004, the team decided that improved surveys were needed to obtain more comprehensive information about stakeholder opinions. The original surveys were cancelled and two new surveys were developed: the Warfighter Distribution Service Survey--that replaced the CSS--and the new Industry Partnership Survey.

Our customers believe that we are courteous and ready to assist them, that we provide the transportation services and solutions that they need, and that we are well trained and respond quickly. A majority of our customers believe that SDDC provides fully integrated solutions with "one stop service." However, only a minority of customers believe that it is easy to contact the right office.

The complete WDS survey questionnaire includes over 90 questions drilling down to specific offices and issues. The SDDC stakeholder survey team provides this detailed information to the respective directorates for further analysis and action.

The new Industry Partnership Survey was conducted in late summer 2005. Results will be available in fall 2005.

Both the WDS and IPS will be repeated approximately each yearl for the foreseeable future. Business process improvements developed as a result of the surveys will be implemented throughout SDDC, and feedback provided to our customers. This idea-feedback cycle will result in continuous growth in the quality of SDDC services to the warfighters, and continuous growth in our customer's view of SDDC.

Lee Strong

SDDC 05 Deployment and Distribution Division

Overall, to what extent are you satisfied of dissatisfied with the
support you receive from the Military Surface Deployment and
Distribution Command (SDDC) and its related programs?

                                           Sometimes
                                 Very      Satisfied/     Dissatisfied/
                              Satisfied/   Sometimes         Very
                              Satisfied    Dissatisfied   Dissatisfied

Passenger Traffic
Management Program               89%            11%

Freight Global
Distribution Program             81%            18%             1%

Freight Domestic
Distribution Program             80%            20%

Personal Property Traffic
Management Program               77%            18%             6%

Military Surface Deployment
and Distribution Command
(SDDC as a whole)                75%            21%             4%

Chart shows the command and program level findings in graphic format.
The results show customers and stakeholders believe that SDDC
employees are courteous, well trained, and accurate in answering
their questions.

Note: Table made from bar graph.

Q-2 To what extent do you agree or disagree with the
following statements concerning the general performance of SDDC?

                                            Sometimes
                                  Strongly  Agree,     Disagree/
                                  Agree/    Sometimes  Strongly
                                  Agree     Disagree   Disagree

SDDC employees are courteous
and ready to assist me              79%        19%        2%

SDDC provides the transportation
services and solutions I need       72%        23%        5%

SDDC employees are well trained
and answer my questions quickly     61%        34%        5%

SDDC provides fully integrated
services; I do not have to call
multiple shops for my needs         53%        34%        14%

I find it easy to contact the
right SDDC office to meet my
traffic management needs.           46%        37%        17%

Chart gives the survey findings on SDDC employees and
processes overall.

Note: Table made from bar graph.