Installation Status Report

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Installation Status Report (Services)

ISR Website:

Background:

The ISR was developed in 1994 to assess installation conditions and performance against Army-wide standards. Data is used to develop an annual three-part report: Infrastructure, Environment, and Services.
MWR programs measured in ISR SERVICES are:
- Army Community Service (Service #10)
- Child and Youth Services (Service #11)
- Sports, Recreation, and Libraries (Service #12)
- Business Programs (Service #13)
- Army Lodging (Service #51)
The Performance Measures (PM) used for these services, along with the agent responsible for entering the data into the ISR Services, are summarized below:

PM #	Program	Performance Measure (PM) Description	Data Responsibility
		Army Community Service
10-01	ACS	QACS Fully Executed – Measured at Installation	FMWRC Topload (from BSA)
10-02	ACS	ACS Center Accreditation	FMWRC Topload (from BSA)
10-03	ACS	Web-based management report completed	FMWRC Topload (from BSA)
10-04	ACS	Referrer Survey	FMWRC Topload (from BSA)
10-05	ACS	Staffing	FMWRC Topload (from BSA)
		Child & Youth Services
11-01	CYS	Child Development Services (CDS) Program DoD certification	FMWRC Topload (from BSA)
11-02	CYS	School Age Services (SAS) Program DoD certification	FMWRC Topload (from BSA)
11-03	CYS	Youth Program certification	FMWRC Topload (from BSA)
11-04	CYS	Child Development Center Program accreditation	FMWRC Topload (from BSA)
11-05	CYS	School Age Services Program accreditation	FMWRC Topload (from BSA)
11-06	CYS	School Liaison Officer (SLO) under the CYS structure	FMWRC Topload (from BSA)
11-07	CYS	Percentage of installation Youth Participation end-state capability met.	FMWRC Topload (from BSA)
11-08	CYS	Percentage of installation Child Care Space end-state capability met	FMWRC Topload (from BSA)
		Sports, Recreation, and Libraries
12-01	SRL	Average score on Sports & Fitness Customer Survey (5 point scale)	FMWRC Topload (from LNS)
12-02	SRL	Average score on Recreation Customer Survey (5 point scale)	FMWRC Topload (from LNS)
12-03	SRL	Average score on Library Customer Survey (5 point scale)	FMWRC Topload (from LNS)
12-04	SRL	Installation-level Army Sports and Fitness Mission Box Score Average	FMWRC Topload (from BSA)
12-05	SRL	Installation-level Army Recreation Mission Box Score Average	FMWRC Topload (from BSA)
12-06	SRL	Installation-level Army Library Mission Box Score Average	FMWRC Topload (from BSA)
12-07	SRL	Percentage of eligible personnel participating in Sports & Fitness programs	Garrison
12-08	SRL	Percentage of eligible personnel participating in Library programs	Garrison
12-09	SRL	Percentage of eligible personnel participating in Auto Skills programs	Garrison
12-10	SRL	Percentage of eligible personnel participating in Arts and Crafts programs	Garrison
12-11	SRL	Percentage of eligible personnel participating in Outdoor Recreation programs	Garrison
12-12	SRL	Percentage of eligible personnel participating in Recreation Center programs	Garrison
12-13	SRL	Percentage of eligible personnel participating in Entertainment programs	Garrison
12-14	SRL	Ggarrison use of RecTrac! ‘Pass Management’ to document participants	Garrison
		Business Programs
13-01	BP	Garrison budgeted/actual NIBD for Food, Beverage, and Entertainment operations	FMWRC Topload
13-02	BP	Garrison budgeted/actual NIBD for golf operations	FMWRC Topload
13-03	BP	Garrison budgeted/actual NIBD for bowling operations	FMWRC Topload
		Army Lodging
51-01	AL	Average score on Army Lodging Comment Cards (5-point scale)	Garrison
51-02	AL	Army Lodging Occupancy Rate	FMWRC Topload

ISR uses a "C" rating system similar to the Unit Status Report. Performance measures, with a focus on primary cost drivers (inputs) and some type of quality measure (outcomes). FMWR Baseline Standards has adopted the "C" rating system, as well.

The ACSIM hosts an After Action Review (AAR) every year to analyze the ISR process and improve it for the next year.

Discussion of Significant ISR/MWR Issues:

Customer Satisfaction.

When ACSIM first developed the ISR, FMWR proponents were directed to measure program "quality." Customer satisfaction was chosen as the best quality indicator available, and FMWRC developed a survey to gather data on an annual basis. A centralized approach to survey distribution did not work, however. Proponents next developed separate surveys for each program in QDPC (fitness, recreation and libraries), intending to have installations administer the surveys locally. At the 2001 ISR AAR, MACOM representatives eliminated these surveys as being too burdensome on strained installation resources. The AAR discussed alternatives and adopted the triennial Leisure Needs Survey (LNS) to gather installation customer satisfaction data.

Installations do NOT have to conduct customer satisfaction surveys to satisfy any ISR-Services requirement. In addition, FMWR Baseline Standards do NOT require installations to generate customer satisfaction data. The LNS will be used for both assessment tools.

Installations are encouraged to use program-specific survey instruments for recreation, fitness, and library programs to capture patron information that will allow them to improve their programs, but this is strictly voluntary. FMWRC-developed surveys are found below.

If your installation is interested in exploring an alternative (additional) delivery system for gathering customer satisfaction information, consider the Interactive Customer Evaluation (ICE) model managed by DoD.
RecTrac!

ACSIM also tasked FMWRC to develop an additional outcome measure for community recreation programs. The Recreation Steering Group focused on community needs and adopted a performance metric to capture what percentage of the population the program serves on an annual basis. Installations were capable of gathering this data, but data integrity from one installation to another was a problem, as installations did not use a common methodology to gather data. The MWR Board of Directors had already mandated a common set of MWR Management Information Systems (MIS) in 1994 to remedy out-of-date technologies and interface incompatibilities. The RecTrac! module of MIS is field-tested and proven capable of collecting patronage data required by ISR.

Guide to Conducting MWR Surveys.pdf

A guide to assist installations in conducting the MWR surveys. This guide should be included in any field distribution of the survey instruments.

Fitness and Sports 2000.pdf

Survey instrument for ISR3 service a12-01.

Recreation Center 2000.pdf

Arts and Crafts 2000.pdf

Automotive Skills 2000.pdf

ODR 2000.pdf

Entertainment 2000.pdf

Survey instruments for ISR3 service a12-02. The score for this assessment will be an aggregate of scores from 5 individual program surveys: Recreation Centers, Arts and Crafts, Automotive Skills, Outdoor Recreation, and Entertainment.

Library 2000.pdf

Survey instrument for ISR3 service a12-03.

Lodging 2000.pdf

For information only, the survey instrument for ISR3 service a51-01. This survey was designed as a comment card, and has been distributed directly to installations by CFSC-AL; the attached copy is for reference purposes only. Data from the LNS should not be used to complete this field, as the typical patron of an Army lodging facility is not a resident of that installation and is not likely to receive and complete an LNS instrument. This input field should either be disabled or installations should self-assess "Not Applicable." Data derived from using this instrument throughout 2001 will be available to populate this field in the 2002 ISR Services.

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