We recently hosted the Army Regional Infrastructure Cells (RICs) at our Customer Service Centre in Speke with the Defence Infrastructure Organisation (DIO) to engage with the Army Top Level Budgetholders (TLB) and prepare all parties for the significant changes in delivery anticipated in 2018.
This event was also held to identify areas for more effective collaboration between ourselves, the Army and DIO and how we can assist the Army RICs during the transition of the transfer of infrastructure budgets in April. It provided a great opportunity for the RICs to further build on our important working relationship and see the way we work.
Heading up the visit for the Army was the Assistant Chief of Staff Infrastructure, Regional Command, Colonel Andy Szabo, joining us for the visit from the DIO were Jason Day, Regional Manager Regional Prime Central and from the DIO Core Team, Sara Smith and Chelsea Grummett. After an introduction and overview of the business from Managing Director, Tim Redfern, Colonel Andy Szabo described the new RIC structures and made clear the Army’s intent to make sure that collaborative working is embedded in their culture.
Stuart Jones, our Customer Services Director, then delivered a presentation providing an insight into our challenges and approach to delivery of the Regional Prime contracts as well as experiencing our Helpdesk operations with Will McMaster, Head of Helpdesk Services, and Lianne Owens, Head of Occupancy and Solutions, giving insight into current processes and emerging initiatives to improve service to the customer.
This was followed by a tour of the Customer Service Centre and the chance to listen in to live calls. With the extreme weather conditions impacting heating and electrical systems across the country, the teams were dealing with a significantly heavy call load so this was also an opportunity to see the Customer Service Centre at its busiest.
Jerry Moloney, Operations Director also provided insight into the effective use of data to inform investment decisions and how the DIO, our business and the Army TLBs can work effectively together. Feedback from the Army on the visit was very positive and we look forward to the new era of establishing effective and efficient working processes with the DIO and the TLBs.
Colonel Andy Szabo, Assistant Chief of Staff Infrastructure Army Regional Command, said, “The Army team were really impressed with how the Helpdesk operates, and probably more so with the passion that Stuart and his management team work to develop their teams. It is impressive to see such a focus on development when the margins are so slight.”
Tim Redfern, our Managing Director, said, “It was hugely enlightening to get a clear view on how the Regional Infrastructure Cells (RICs) will interface with DIO, Heads of Establishment and us in terms of the long term planning and support of infrastructure and we look forward to working alongside DIO to support this new organisation. One reason to host the visit in Speke was to enable to RIC teams to experience at first hand the operation and pace of activity in the Customer Service Centre. They took the opportunity to speak with many of our team and listened in on a number of calls, whilst they were fielding exceptional call volumes.
Their impressions following those sessions were universally positive around the passion and dedication shown by our team on the calls and the technical nature of the roles in terms of managing multiple calls, interfacing with engineers and service providers on the ground to try and give real time updates on jobs. There is significant change coming up in the Infrastructure organisations from April (both DIO and within the separate services) and this type of visit firmly sets the appreciation of the complex and challenging environment in which we operate.”