Navy members help to improve services on base

Published on Mr David Edlington (author), Unknown (photographer)

Location(s): Crib Point, Victoria

The Pop-up Kiosk at HMAS Cerberus   (photo: UNKNOWN)
The Pop-up Kiosk at HMAS Cerberus

When it comes to improving services, one size won’t fit all for every base.

This was the case at HMAS Cerberus, where customers and service providers worked together to identify the unique customer service challenges on base and find ways to improve the customer experience of information technology, human resource, security, finance and base services.

In September, Navy personnel contributed to 'Proof of Concept' workshops by bringing the voice of the customer to the process.

Ship's Warrant Officer Brendan Woodsell said he attended the workshop with some trepidation, but enjoyed the experience.

“It was actually really good because people listened to what we were saying and took it on board,” he said.

HMAS Cerberus has a large trainee and recruit population that makes it unique from other bases, often making it difficult for individuals to get to the Customer Service Centre.

Base Support Manager Linda Pollard said "the trainees and recruits were not allowed to drive on the base, so when you have only get half an hour for lunch, how are you supposed to find out what you need?”

One idea Defence is trialing at Cerberus is a ‘pop-up kiosk’ where service providers are available to trainees and recruits at different locations on base.

“So if trainees and recruits go to the pop-up kiosk and they have a question about leave or travel, they will get immediate feedback there and then, as opposed to going to customer service or going online,” Warrant Officer Woodsell said.

Les Moseley, part of the reference group implementing the ideas, said that meeting and talking to customers, was “the bread and butter of service delivery”.

In October, Defence successfully trialed the first pop-up kiosk at the Engineering Faculty on base, and will take learnings from the day to evaluate and refine the idea.

“It will be an evolving process. We can tailor it as we go along. We will have lessons learned from each of the kiosks where we can adapt our processes over time, and really hone it,” Ms Pollard said.