Mobilisation of Defence Infrastructure Organisation National Accommodation Management Services  

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 places customers at the heart of the service as there is a ‘family behind every door’; therefore we placed real focus on improving the customer journey.

CI Projects worked side-by-side with Pinnacle throughout the contract tender, mobilisation, transition and transformation process.

At first, CI Projects were engaged to support the Contract tender process. Our expertise in Lean Six Sigma, Change Management and Project Management were utilised to help shape the transition and transformation phases of the Contract post mobilisation, and to develop a sustainable approach to maintaining a continuous improvement culture. We helped to write aspects of the bid to articulate the design of a sustainable transformation model.

Upon Contract award, we quickly mobilised a team of experts to lead and support the mobilisation process. This included a Mobilisation Programme Director, responsible for overall leadership of the mobilisation, working closely with the Contract Director, and ensuring successful mobilisation of all services with a high degree of customer-focus and financial detail. We also appointed a IT Mobilisation Director responsible for ensuring deployment of brand-new, state-of-the-art technological solutions for the Customer Service Centre; and a Customer Service Director responsible for stakeholder management and relationship building. A Senior Business Analyst and a Project Manager from our team also supported this significant programme due to the vastly complex tasks needed to be delivered in a short space of time.

Following Contract ‘Go-Live’, our Mobilisation team supported the transition period and conducted a thorough handover, ensuring that the Contract deliverables were successfully managed and deliverable beyond our tenure.

Once the Contract was stabilised, our team supported various transformation activities including improvements to processes and systems and implementation of new systems.

Working in partnership with Pinnacle, we have collectively focused on enhancing the lived experience by maximising customer choice and introducing innovative technology and digitisation, by focusing on the customer journey. The improvement journey is still underway with an objective of providing an improved living and working environment for Service Families on behalf of the DIO.