Stakeholder Feedback

There are three main focal points of data collection that provide feedback and two-way dialogue to the District from a stakeholder perspective. All can be anonymous responses; However, with the ICE system, stakeholders (customers) have the opportunity to request responses by either email, telephone conversation, in person meeting, or a combination of the three.

1. Interactive Customer Evaluation (ICE) - Serviced by the USA Department of Defense. Stakeholders have the open opportunity to contact school officials with concerns and or praises. ICE is largely used as a method of anonymous praise and/or complaints for/against/about teachers, coaches, admin, schools, transportation, food services etc… Some comments are serious in nature with true concerns which need to be addressed. Many are based on opinion and target management. Many ICE comments have legitimate concerns where the customer leaves contact information. It is Pacific East policy to have all ICE resolved within a five day period as long as the situation can be solved in that amount of time. Over a five-year period approximately 3,500 comments were submitted. Thirty-two percent of the time the customer was satisfied, 75% of the comments were anonymous, and only 16% of ICE customer's requested a response. These are internal documents for DoDEA and are not released to the public.

2. DoDEA Customer Satisfaction Survey - Was conducted by DoDEA HeadQuarters during the 2020-21 school year. Generally the survey is conducted every three years, but the results are only available for the current survey. For the Pacific East 13,200 students, parents, and teachers were invited to respond. The Pacific East had a 22% response rate. The following chart and graph indicates how the different groups responded to a question about giving their school a grade. The graph also indicates how the Pacific East compares to DoDEA as a whole . This document is an internal document for DoDEA and is not released to the public.

3. Fall 2021 Internal Review Visits (IRV) Parent, Faculty, and Student Feedback - In order to increase stakeholder participation during the Internal Review Visit held in the Fall of 2021 anonymous surveys replaced “in- person” interviews for the parents and faculty data collection process - 1,547 parents participated and 475 faculty. The student interviews were conducted in person with approximately 20 students per school representing 378 students. Concerning the question of giving the school a grade: 64% of Parents and 66% of the faculty gave their schools an “A” or “B” grade. Although the value is lower than the DoDEA HeadQuarters Customer Satisfaction Survey; The numbers for the two surveys are relatively close. All responses can be seen in the Internal Review Visit Power BI report on the teacher and parent input tabs.

The Pacific East has positively impacted the 20 schools, the District Office, and all support facilities as evidence by:

• • Restructuring how ICE comments are handled. We have enacted an immediate alert/response mechanism where the building administrators are immediately notified. All ICE comments are addressed within a five day time period. A system is in place to follow-up with responsible parties if the items are not addressed appropriately within that time period. Customers with actionable items, where responses are requested, are addressed quickly 100% of the time precipitating a more satisfied customer. Breakdowns in the operation of the district are addressed quickly as a result of this emphasis.

  • Reviewing the Customer Satisfaction survey. (This was only published late 2021 and has not been reviewed in depth.)

  • The number of parents and teachers providing feedback during the Internal Reviews has drastically increased allowing for better insight into the school culture and operations. The graph below is an indication of the increase in parent and faculty input. More stakeholder input has numerous benefits; Two of which are:

1. More satisfied stakeholders due to increased two-way communication and,

2. Recognizing where the system is not providing adequate services due to stakeholder input allowing for corrections where necessary and possible.

Pacific East IRV Data