Mobilisation of Defence Infrastructure Organisation (DIO) Contract

Successful mobilisation

Enhanced customer journey

Centralisation of services

Contract deliverables achieved

The team from CI Projects have been incredible and we couldn’t have done this without them!

Mobilisation Director

Define it

In 2022, the new Defence Infrastructure Organisation (DIO) FDIS Accommodation Services and Maintenance Contracts were launched. There were 9 new Contracts, arguably the largest concurrent rollout of Facilities Services Contacts by one UK client on a country wide basis in terms of value and different suppliers. Our Client, Pinnacle Group Limited were awarded a landmark Contract to deliver National Accommodation Management Services (NAMS) on behalf of the DIO and are responsible for providing accommodation services to 49,000 Service Family Accommodation (SFA) homes. They play the lead customer-facing role in the provision of these high-quality services to Service Personnel and their families across the UK and overseas, delivering and enhancing the lived experience. With a total core contract value of £150m over the initial seven-year period, and a further three one-year extension options, this Contract is a key element of the new Future Defence Infrastructure Services Contracts, which includes Regional Accommodation Maintenance Services (RAMS).

With this service, military families now profit from a new Customer Service Centre acting as a single point of contact to streamline and resolve accommodation issues quicker.

CI Projects were commissioned to lead the mobilisation of services and technology solutions for the Customer Service Centre. Our aim was to place customers at the heart of the service as there is a ‘family behind every door’; therefore we put real focus on improving the customer journey.

Improve it

CI Projects worked with Pinnacle throughout the contract tender, mobilisation, transition and transformation process. To ensure a smooth and customer-centric mobilisation, we took the following approach:

  • Expertise deployed: Leverage of Lean Six Sigma, Change Management, and Project Management expertise for efficient transition and transformation.
  • Sustainable approach: Development of a continuous improvement culture within the CSC.
  • Dedicated team: Mobilisation of a team with specific directors for programme leadership, IT infrastructure, customer service, business analysis, and project management.
  • Focus on handover and stability: A thorough handover ensured successful contract management beyond CI Projects’ tenure.

Sustain it

Our strategic approach to mobilisation and a focus on customer-centricity empowered Pinnacle Group to deliver service with confidence. For several months after mobilisation, CI Projects continued to support the teams with transition and transformation activities to ensure effective service delivery.

More case studies in this sector

Billing Process Automation & Improvement at Equans

Achieved a 12% increase in revenue through implementing new automated processes, systems and reporting to reduce revenue leakage.

Mobilisation of a new Government Company across Prison Services

Mobilisation and Target Operating Model design for a new, multi-million pound government company overseeing prison services

PMO-as-a-Service for Equans

Set up a PMO and rationalised over 200 projects down to under 30 high priority strategic projects. Increased on-time project delivery by 88% and over £200k benefits in 6 months.