Following our recent collaborative working event with the Navy Infrastructure Team and Navy Front Line Commands both the Defence Infrastructure Organisation (DIO) and our senior management were delighted to accept invites for site tours of The Royal Citadel in Plymouth.
The Royal Citadel was built in the 1600’s and occupies a commanding position over Plymouth Sound at the end of Plymouth Hoe. The establishment is now home to the 29 Commando Regiment Royal Artillery and is a fully operational establishment, within the confines of a historically important site.
During the visit our Customer Service Director, Stuart Jones, and Stakeholder Manager, Laura Sinnott, were given a full tour by the Commanding Officer Lt Col Mark Dornan, and shown some of the infrastructure challenges currently facing the Regiment. It is hoped that with increased collaboration between the DIO, ourselves, the Front Line Commands and Infrastructure Teams we will see further improvements in the way we can jointly deliver infrastructure maintenance and improvement projects across the naval estate.
During the visit Stuart was able to spend time with the Quartermaster and Building Custodian for the site, to explain how our procedures work in line with our contract. There was also time to meet with soldiers living in Service Family Accommodation to explain how our housing contract works and how we’re making it easier to contact our Customer Service team on digital channels. It was also a good opportunity to gather feedback on how we can further enhance customer experience.
At the end of the visit Laura and Stuart were honoured to receive the Commander’s Coin and a book about the history of the Commando Gunners for their support in facilitating recent collaborative working events and subsequent site visits.
Commanding Officer Lt Col Mark Dornan commented ‘This visit to the Royal Citadel by CarillionAmey was both hugely informative and reassuring in equal measure. As always, communication is fundamental to understanding, and this visit provided us with a much clearer picture of the role of CarillionAmey and also what we can expect from the current contract. It also provided a great opportunity for our soldiers to give unfiltered feedback on the frustrations of the contract and some thoughts on how, with small tweaks, its delivery could be significantly improved. I am extremely grateful to both Stuart and Laura for supporting this visit and for taking such an active interest in the Regiment.’
Stuart Jones, Customer Service Director, said “With the up and coming delegation of infrastructure budgets across our Regional Prime contracts, which further empowers Front Line Commands, we have a great opportunity to improve collaborative working in order to better align our efforts with our customer’s requirements. Working closely with the DIO, together we are becoming more customer-centric in our approach. I’m very grateful to Lt Col Dornan, and his team, for giving us a real insight into operations and how the work we do can be a critical factor in enabling the Regiment’s success. It’s a real privilege to hold this responsibility and we’re grateful for the opportunity to improve lines of communication. As ever there are lessons to be learned about improving current delivery, as well as valuable insights into how future delivery models might improve things for our soldiers.’