Defence Magazine

Changes to the RtP Network

The structure of the RtP Network is changing to reflect its growth over the last two years. With so many members across Australia it's a real challenge for the Canberra-based coordinator to meet all the participants personally, but the size of the Network shouldn't deter participants from building vital face-to-face relationships with other Network members.

From May 2005, the Network will appoint a number of volunteer Regional Leaders who will be responsible for coordinating RtP Network activities in their area. Regional leaders will be selected on the basis of their demonstrated leadership and communication skills, as well as their commitment to the RtP philosophy. It is anticipated that the appointment of regional leaders will reinvigorate the Network and allow it to serve its members more effectively. This promises to be an exciting development for the RtP Network as it matures into an established forum to reflect on ideas for improving the way Defence achieves results.

When you walk into Lavarack's Customer Service Centre (CSC), you could be forgiven for thinking you were in a QANTAS Club - there's a cappuccino maker and TV in one corner, and a comfortable lounge across the other side of the room. Best of all, the staff immediately make it clear that they're there to help you.

Last year, Lavarack Barracks in Townsville was chosen to be one of thirteen Defence sites to trial CSIG's new Customer Service Centres (formerly Shopfronts). The CSCs are designed to make it easier for people to access CSIG products and services in a customer-focused environment.

CSIG is out to demonstrate that customer service principles don't just apply to our relationships with external clients. The better our relationships with our colleagues, the better the outcome for everybody - especially in an emergency, when people's capabilities are stretched to the limit.

Jeanette Denmead is the Client Service Manager for Lavarack Barracks and is an active participant in the Results through People (RtP) Network in Townsville. "Supporting and maintaining the Network is important in this region due to the changing environment. To be effective and productive, we need to build relationships with our customers and each other more than ever before," Jeanette said.

The Results through People philosophy is all about creating productive working relationships that allow us to achieve the best possible outcomes.

The Townsville Results through People group recently invited Alex Gerrick, Director National Logistics in CSIG, to speak to them. Mr Gerrick stressed the importance of developing and maintaining productive relationships with industry to ensure that they are willing to assist Defence during times of operational emergencies.

"I believe relationship mapping is a key tool for building successful relationships with industry. It is imperative that, before we meet with key stakeholders, we understand their business and how it runs. It really is about achieving Results through People", he said.

Alex's presentation was well received by members of the Townsville RtP Network and clearly related to a key part of their core business. With Lavarack trialing the new Defence Customer Service Centres, customer relationships are at the forefront of everyone's mind.

Putting you in touch with people across Defence who face similar challenges or who are having similar experiences to you or your work area is one of the ways in which the RtP Network can help you and your colleagues. Look out for the RtP team in your area and don't forget you are more than welcome to join us.

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Changes to the RtP Network