Research commissioned by Babcock, the Devonport Naval Base
Commander (NBC(D)), and Commodore of the Devonport Flotilla
(ComDevFlot) to capture feedback from ship's staff from various
naval vessels on their views on and experience of Devonport, has
been studied and is being acted on, under a new 'Devonport
Experience' joint initiative.
The independent survey was carried out among over 100 ship's
staff from 11 different ships and submarines, to identify what is
working well, and where there is scope for improvement in the
facilities and services provided to the Fleet, from an end-user
perspective. The survey covered a whole spectrum of support, from
engineering activities to accommodation facilities, shore supply
connections to sports pitches, vessel movements to out-of-hours
support.
The initiative was implemented in recognition of the fact that
while performance against Key Performance Indicators was strong
under the WSMI contract between Babcock and the MoD at Devonport,
the experience of 'operational users' could be improved in some
areas.
A number of strengths were identified from the research,
including the quality of the engineering support provided, but some
concerns and frustrations were also expressed, which are now being
addressed to improve the support facilities for naval personnel at
Devonport. The survey was undertaken in 2009, and following
analysis of the findings some immediate changes have already been
seen in response, including new signage, bus shelters, smoking
shelters, bike racks and a mobile catering van. Other actions will
take longer to implement, but activity is underway to put these in
place. Examples include improvements to alongside connectivity
arrangements (including email services), and development of
streamlined points of contact for support services. Moves to
improve the operation and interaction between the various
organisations on site to deliver these changes, including joint
working groups, have also been implemented.
The aim is to create a Devonport Experience that will enable
crews to feel that Devonport is part of their team, home and away;
where they feel valued; are kept informed; and can get on with
their job without delays; and ultimately that, at Devonport, what
really matters to people in the Royal Navy is understood.
In a launch event on HMS Cumberland last month the six members
of the Devonport community - the Naval Base Commander, Babcock,
Commodore Devonport Flotilla, Flag Officer Sea Training,
Interserve, and Serco - signed a document, demonstrating their
commitment to the Devonport Experience initiative. Naval Base
Commander Cdre Steve Dearden and Babcock Naval Bases Managing
Director Phil Jones outlined the initiative, the findings of the
research and the steps now being taken as a result, and undertook
to keep listening.
Cdre Steve Dearden said: "We've all taken the time to really
listen to our operational users and to understand better how they
feel about the experience they get in Devonport. We've taken on
board what they've told us and have already introduced a lot of
'quick hits' making life in Devonport better. Most importantly,
we've put mechanisms in place to ensure we keep listening to our
Naval personnel, and keep responding, to ensure the 'Devonport
Experience' is really good news."
Phil Jones commented: "This month we have started a new process
of regularly capturing our performance against the identified aims,
and a team will visit at least two platforms each month to capture
views from a representative sample of the crew. The feedback will
be reviewed and acted upon. But it's also a two-way process. There
are complex customer/supplier relationships within HMNB Devonport,
and we also need crews to recognise the support teams'
responsibilities and help with aspects such as divers tagouts,
RadHaz routines and waste sorting disciplines. Overall, we want to
make the Devonport Experience as good as it can be, for all
involved."
Crew members from HMS Torbay and HMS Cornwall have been among
the first to be asked for feedback since the launch of the new
Devonport Experience initiative.