Building a strong foundation to boost service delivery

Building a strong foundation to boost service delivery


The most successful businesses are those that can implement and sustain effective improvement initiatives.


It is no secret that CarillionAmey has just come out of a focused improvement plan. Over the last four months we've invested in better training for our staff and contractors, recruited more employees across all areas of the business and reviewed our existing processes to find more efficient ways of working.

This is good news for CarillionAmey and its customers, who should already be feeling the benefits. We are now meeting all and exceeding some of our required contract targets, and our intention is to build on this success and fully focus on sustaining, improving and working more closely with the Families Federations and Service families, looking at innovative ways in which we can deliver a better Defence housing service for a 21st Century Armed Forces.

John Kemp, WO2 MBE RM, is very satisfied with CarillionAmey's performance at Poole where he is based "I've always enjoyed a good relationship with the CarillionAmey team both locally and at the Helpdesk in Speke and have complete faith in those I deal with. Yes, there were problems at the beginning of the contract and performance dipped during summer last year, but KPIs are now on the up and have been for some time".

A key part of the improvement plan was to improve communication between our staff and our customers. Our 138 Accommodation Officers are enrolled on a two year training programme to increase their knowledge of the move in and move out process and to teach them how to problem solve. Part of the programme will involve AOs taking part in 'real life' scenarios so they better understand what life can be like living in Service Family Accommodation.

Yvonne Conway, the Service Community Support Officer at RAF Brize Norton is passionate about her families receiving a good service from our staff and said "The service that families receive from the local CarillionAmey team at Brize Norton has been constant throughout the improvement plan. Issues still exist such as some customers not receiving call backs when promised but on the whole, we're able to sort most issues out between us. My relationship with the local team is excellent, we meet regularly and I know I can rely on them".

Mike Malin, WO2 MHLO at Donnington, agrees that things are getting better "Overall, move in and move out has been consistently good within the West Midlands. The AOs are generally experienced, with others working hard to achieve good results. There are still instances of some engineers not attending appointments or failing to carry out a first time fix and incidents like this immediately undermine the good work, and there is plenty, being carried out by engineers."

 

Building strong foundation