Home' Defence Magazine : Issue 6 2011 Contents DEFENCE MAGAZINE
By Erinn Nash
The Chief Information Officer
Group’s (CIOG) Customer
Response and Ser vice Improve-
ment team hit a major milestone
when it processed 10,000 feedback
comments since the Directorate of
Customer Engagement launched the
customer feedback tool in 2008.
Customer feedback officer Liz
Poole logged and processed the
10,000th comment on October 27.
The Customer Response and Ser vice
Improvement team receives more
than 350 feedback comments each
month regarding infor mation and
communications technology (ICT) and
strategic reform issues, and this figure
Feedback comprises compliments,
suggestions and of course
The Assistant Director Customer
Response and Ser vice Improvement,
Charles Carey, says the team actively
engages with ser vice delivery lines and
resolver groups to assist with complaints,
as well as passing suggestions and
compliments to the relevant people.
“We appreciate the time and effort
that goes into submitting feedback and
would like to actively encourage people
to utilise the customer feedback tool to
comment on their experience, whether
positive or negative,” Mr Carey says.
“Your ideas and feedback help CIOG
to enhance ser vice delivery.
“The feedback team would like to
acknowledge great work done by the
resolver groups we work with. Without
proactive and customer-focused people
throughout the organisation, the team
would not be able to achieve the
outcomes we do for clients.”
Working to improve ser vice delivery
and the ICT user’s experience is a key
activity for everyone in the Directorate
of Customer Engagement.
By Cristy Symington
The Australian Command and Staff
College (ACSC), Defence’s mid-career
military education program, will now
be joined by the Australian National
University to provide a military studies
The partnership was launched at
Weston in Canberra on November 4
with the Minister for Defence Science
and Personnel, Warren Snowdon,
the Vice Chief of the Defence Force,
Air Marshal Mark Binskin, the Vice-
Chancellor of the ANU, Professor Ian
Young, and the Commandant of ACSC,
Commodore Richard Menhinick.
Commodore Menhinick says ACSC is
designed to focus on the operational and
strategic interface, preparing graduates
for operational command roles or
challenging staff officer roles.
“ACSC is a highly selective program
and now we have joined with ANU,
graduates can expect to be even
better regarded by our allies for their
command and staff skills, planning
ability and well developed strategic
thinking,” Commodore Menhinick says.
“The ACSC-ANU partnership
contract offers an improved educational
model with a world class university.
“Both the provision of permanent on-
campus university academics, including
a Dean of Studies on site, and the proper
alignment of educational standards
with all work counted towards the final
qualification, significantly enhances
this college to that of the world’s best
practice command and staff courses.
“Moreover, from a course member’s
perspective, the curriculum will be
structured upon a vocational and
academic military program that delivers
postgraduate qualifications through
“This is unlike the current model,
where many course members complete
their masters degree in their own time -
The Customer Response and Service Improvement team: Casey
Cadona (front), Liz Poole and Charles Carey (centre), Simon
Hiscock and Breanna Nicolson (back).
Mr Carey says the team’s focus, in
addition to processing the incoming
feedback, is to identify systemic
trends impacting on customers and
ways to promote continuous ser vice
improvement within CIOG.
The Customer Response and Ser vice
Improvement team is part of CIOG’s
Directorate of Customer Engagement.
Other teams within the Directorate
are: E-Engagement, Ser vice Delivery
Communication, Customer Education &
Training and Executive ICT Ser vices.
To submit feedback about any of
CIOG’s products or ser vices click the
‘ICT Self Service’ link on the DRN
Homepage, and click through to ‘Submit
Feedback’, in the left-hand pane. Or go
directly to the following URL: http://
Thinking of applying for ACsC?
Depending on which course, this is what you need to do:
Members of the Australian Public Service interested in attending
Australian Command and Staff College in 2013 should look for
DEFGRAMs related to the Australian Defence College Open Day
and ACSC call for nominations in May and July 2012 respectively.
Officers and Warrant Officers aspiring to attend the
Australian Command and Staff Course (Joint) should discuss
their individual circumstances with their respective career
Navy and Air Force
Officers interested in attending the Australian Command
and Staff Course (Joint) should register their interest with
respective career managers.
ACSC website: http://www.defence.gov.au/adc/centres/acsc/
Key personnel involved in bringing together the Australian Command and Staff College with the Australian
National University to provide a Masters of Military Studies for Defence.
and sometimes after the course year has
The 10-year partnership agreement
between ACSC and ANU will take
the course from part-time university
involvement to a learning model based
on the ANU’s Masters of Military
The ANU will fully integrate with
military, civilian, teaching and support staff.
Four academics and two
By Erinn Nash
The Chief Information Officer Group
(CIOG) again partnered with the
University of New SouthWales,Australian
Defence Force Academy and the Institute of
Electrical Engineers in presenting this year’s
Military Communications and Information
Systems (MilCIS) Conference.
MilCIS is an annual conference aimed at
attendees from military and government
organisations, academia, and defence
industry, who contribute to key decisions
in investments in communications and
In addition to keynote presentations,
technical presentations, panel discussions
and tutorials, MilCIS features an
exposition that provides an opportunity
for exhibitors to demonstrate new
technologies and promote their products
and services to attendees.
Held from November 8-10 at the
National Convention Centre, Canberra,
MilCIS 2011 was attended by more than
1,200 participants and showcased 51
exhibitors and 70 plenary and
Defence’s Chief Information Officer,
Greg Farr addressed conference attendees,
speaking on the Defence ICT Reform
journey and the significant progress made
by the CIOG since 2008.
Major General Michael Milford spoke
on his role as Head of ICT Operations,
the issues surrounding the provision
of network operations to Defence
domestically and, in his role as J6 in the
The Chief Technology Officer, Matt
Yannopolous, spoke on the current
state of Defence ICT architecture
and developments in the delivery of
architecture as a service.
MilCIS 2012 will be held from
November 6-8 at the National
Convention Centre, Canberra. For
further information, visit www.milcis.
com.au or contact 02 6251 0675.
administrative staff from the ANU will
be permanently on campus at the ACSC,
ensuring those undertaking the course
receive support throughout the year.
Topics of the new course
include; strategy, operational
art, expeditionary operations,
contemporary conflict operations,
joint operations, Australian strategic
policy, Defence organisation and
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