Leading infrastructure provider and consultancy Amey has today announced plans to publish several key performance indicators across its housing defence contracts in a drive towards greater transparency across its business.
The announcement marks the end of Customer Service Week, an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.
Amey’s decision to publish its performance data publicly represents a landmark move for the public services sector, which has undergone a series of reforms over the last two years as part of the development of the Cabinet Office’s Outsourcing Playbook – a key objective of which is to embed greater transparency across the UK’s public services.
Amey’s performance data will show that customer satisfaction has consistently improved since Amey took control of the Defence Infrastructure Organisation’s National Housing Prime contract in 2018. Under the contract, Amey maintains 51,000 military homes across the UK and performs more than 100,000 customer interactions each month, ranging from the upkeep of central heating and general maintenance, through to complex renovations and changes.
Speaking on the announcement, Amey’s Managing Director for Facilities Management, Defence and Justice, Amanda Fisher, said, “Our willingness to share performance data reflects our commitment to transparency and to reforming the way public services are delivered in the UK.
“We sit at the heart of the UK’s Armed Forces community, providing and maintaining critical infrastructure and facilities, from runways to bunkers, to supporting families nationwide. We’ve made significant progress against our improvement plan on the National Housing Prime contract so far and the data speaks for itself: in July we saw customer complaints fall to an all time low of 1.2% and we have exceeded 95% on our response rate to maintenance tasks across the entire MOD estate.
“What this shows is that we’re serious about putting our Armed Forces and their families at the heart of our services, being held accountable for our performance, and supporting the DIO build and maintain a modern defence estate that allows serving personnel to focus on their vital task of protecting the UK at home and overseas.”
Amey has worked with the MOD for over 17 years and is one of the UK’s largest defence service companies. To find out more about Amey’s defence business and to access Amey’s monthly performance data, please visit www.amey.co.uk/defence