IG Report Highlights Exchange’s Resiliency During COVID-19 Pandemic

For the last several months, the Exchange’s Inspector General office has been compiling lessons learned during the COVID-19 pandemic. The report has been released, and the results capture how the Exchange’s swift response protected the force, allowing Warfighters to remain ready and resilient during a worldwide crisis.

The report, which can be viewed here, was compiled after collecting information from Disaster Support Group (DSG) meetings, the COVID-19 portal, surveys and panel discussions with directorate leaders.

“The report captures lessons learned and highlights solutions to challenges that were encountered by Exchange leadership and associates alike as the pandemic transformed operations,” said IG Vice President Steve Groll. “While there are areas where we can continue to improve, the data shows that the Exchange reacted swiftly and timely, which enabled us to maintain operations while providing safe, sanitized, secure environments for associates and shoppers.”

The assessment also serves as a historical record detailing how the Exchange remained undeterred in its 125-year mission to protect the force and thrived during unprecedented times.

The report found keys to the Exchange’s success during the pandemic, which include:

• Using the DSG to coordinate, synchronize and manage response efforts.
• Quickly implementing curbside pickup and other flexible shopping options.
• Rapidly identifying alternative suppliers for essential merchandise.
• Implementing acrylic shields at points of sale, securing personal protective equipment for customer-facing and distribution center associates.

Across the organization, directorates found innovative ways to adapt to COVID-19 challenges. The Logistics Directorate identified new software that enabled real-time information sharing, which kept Exchange drivers informed of store closures and installation access requirement changes. With guidance from Public Health nurses, Loss Prevention teams provided COVID-19 prevention training to associates. IT pushed Microsoft Teams to the computers of teleworking associates, enabling virtual meetings.

“For 125 years, the Exchange has thrived in austere conditions,” Groll said. “Exchange associates met this challenge with ingenuity, resilience and steadfast commitment to the organization’s core values.”

Army LTC Faith Lee is the Chief of Inspections for the Office of the Inspector General. Reach her at leefe@aafes.com.

A report compiled by the Exchange’s Inspector General found keys to the Exchange’s success during the pandemic, which include rapidly identifying alternative suppliers for essential merchandise. 

Quickly implementing acrylic shields at points of sale and securing personal protective equipment for customer-facing and distribution center associates were key to the Exchange’s success during the pandemic.