15 February 2018: The DIO, the RAF and CarillionAmey discuss infra spending and customer delivery following visit to Customer Service Centre

Air Commodore James Savage and Brigadier Iain McKend, the Defence Infrastructure Organisation (DIO) Head of the Customer Support Team (CST) discussed their vision for RAF Infrastructure spending and customer delivery as the RAF prepare for the transfer of infrastructure budgets. Our newly appointed Managing Director Tim Redfern shared how we will deliver for our RAF customers on behalf of DIO and how we can help the RAF and DIO ensure that the delegation is a success and that money is invested wisely. This follows a visit made by RAF Infrastructure Staff and members of the DIO to our Customer Service Centre in Speke.

The RAF wanted to meet with both ourselves and the DIO to help us understand their structure and vison, and to share their planning and approaches ahead of 1 April 2018 when they will be delegated responsibility for infrastructure budgets. The visit allowed wide-ranging discussions between Top Level Budget Holders (TLB) and DIO at a senior level to improve joint understanding, which will improve future collaboration and develop relationships. It was also an opportunity to prepare all parties for the significant changes that we’re anticipating for 2018.

Air Commodore James Savage discusses his vision and focus for infrastructure spending in 2018, “Visiting the CarillionAmey Customer Service Centre was a great opportunity to build close working relationships with the DIO and CarillionAmey as we head into the 2018/19 financial year and the delegation of infrastructure budgets. I am extremely grateful to the very many DIO and CarillionAmey people working hard to support our units. 

Our challenge now is to use the opportunity of delegation to make the system work more effectively so that, together, we can ensure the provision of safe and effective infrastructure for our operations and people.  This must be aided by better use of data, intelligent decision making and the empowerment of our Heads of Establishment across the RAF estate. We need to be realistic in our thinking and mindful of how we can ensure maximum value from the funds available.

Our focus will be on ensuring safety and compliance across the estate; maintaining essential services to key operational facilities and, equally importantly, to living accommodation and key welfare facilities; and delivering high-impact lifecycle replacement works that will begin to improve the overall resilience of our facilities.”

The attendees were provided with an insight into our challenges and approach to delivery of our Regional Prime Contracts, as well as an insight into our Helpdesk operations and the wider business from our Customer Service Centre in Speke, by listening in to live calls with the Customer Service team. They also had a tour of the Customer Service Centre and were given an overview of our Customer Services Strategy delivered by Lianne Owens, Head of Occupancy and Solutions.

Brigadier Iain McKend enjoyed the visit to the Customer Service Centre and found it important in developing relationships. He said, “The opportunity to visit CarillionAmey’s operation at the Matchworks in Speke provided an invaluable insight into the business’s approach to the management of the varied infrastructure challenges on the UK’s MOD Estate as well as a snapshot of the issues that face the call centre’s professional and patient staff on a daily basis.

The importance of a mutual understanding between the DIO, the Front Line Commands, other TLBs and CarillionAmey of the future infrastructure priorities was underlined and the current refinement of a Plan of Works agreed between each customer organisation and the DIO, supported by early deliverability and costing comment from CarillionAmey, offers the prospect of significantly enhanced delivery of projects and services during the coming year.”

Tim Redfern, our newly appointed Managing Director, provided his vision for our delivery on behalf of the DIO and said, “We were enormously grateful that the DIO and RAF Infra teams invested the time to visit Speke last week. It was an opportunity to have an honest exchange of views on how we can better support DIO and RAF Infrastructure. Collaboration and the early sharing of issues and risks are key as we enter a very busy period of completing the works that are already approved and scheduled in year as well delivering to DIO a costed and assured plan for additional works to be completed in the next financial year.

In the joint briefings, the CarillionAmey team presented some of the performance data that we routinely capture as part of the contract assurance process and we look forward to working with both DIO and RAF Infra to better exploit this information to support better decision making and ultimately the delivery of better outcomes. We were delighted to host the DIO and RAF Infra teams in Speke last week and hope to have the opportunity for more visits like this in the future.”