The team on our Regional Prime Scotland & Northern Ireland contract have achieved 100% for customer satisfaction for the first time since mobilisation of the contract. The volume of complaints from customers are also low in the region. We have achieved this together with our stakeholders and the Defence Infrastructure Organisation (DIO) and successfully delivered above budget for additional services in the last year.
Our staff, DIO and supply chain have been working hard together, using our business values, to improve on delivering a better service for our customers. They are evolving with the contract, focussing on having the right skillset in the right place at the right time. The team have taken ownership of issues and dealt with complaints quickly and efficiently to get the best outcome for our customers.
Through staff roadshows, supply chain forums and joint business communications, we have seen an improvement in all of our stakeholders’ understanding of the contract, in regards to what is in scope and what requires additional funding, as well as what can be achieved quickly. We have also been able to identify the areas where there are additional challenges to overcome and, as a result of this increased awareness, we find ourselves in a much better place.
Tim Redfern, our Managing Director, said, “The improvements that are constantly being made, as well as building trust and respect within the relationships already forged and supported by joint forums such as the ICMM meetings, are bringing the stakeholders and communities closer together. This can only help us all to continue to achieve our common goals. The region have achieved 100% customer satisfaction but the hard work to continue with this service level starts again each and every day.”
Andy Gallagher, DIO Total Facilities Management (TFM) Performance and Compliance Manager, said, “Providing an excellent service for our customer is at the heart of what we do and this excellent score recognises the hard work and collaboration that exists between DIO and CarillionAmey staff in Scotland & Northern Ireland. This is an achievement we should all be proud of in Scotland & Northern Ireland.”