Friday 1st June marked the five-year anniversary of our partnership with the Department for Transport (DfT), where our shared service centre in Swansea is providing fully standardised back-office services for 22,500 civil servants, for the first time in the department’s history. The objective for DfT and its executive agencies was to benefit from the cost savings and efficiency gains of a shared service.
Since Arvato was appointed in 2013, the centre which employs over 200 people has been focused on transforming HR, payroll, finance and procurement services for the DfT, the Driver and Vehicle Licensing Agency (DVLA), the Maritime and Coastguard Agency (MCA) and the Driver and Vehicle Standards Agency (DVSA).
There have been a number of developments since the partnership began, including introducing a robust governance structure, delivering a seamless transition for the executive agencies through a results driven plan and timeline, and developing a flexible enterprise platform focused on self-service to provide efficiencies and allow for informed decision making. Some of our other successes include:
- As a growing business we’ve increased our number of employees by 20% in five years
- We’ve received and promptly resolved 749,000 customer enquiries
- We’ve provided 1.3 million payslips to our clients and have achieved a customer satisfaction rating over 98%
- Through our charity engagement our employees have run, cycled and walked over 22,000 miles to support the Prince’s Trust.
The partnership has also received a number of awards and accreditations as recognition for its success. In 2018, it won the Customer Engagement accolade at the Welsh Contact Centre Awards, was named a finalist at the Welsh Business Awards and achieved the Customer Service Excellence and Cyber Essentials PLUS standards.
We’ve also become an active member of the local community and have introduced an apprenticeship programme to help young people kick-start their careers, sponsor the City and County of Swansea Sports Awards, are a patron of The Prince’s Trust and support local sports teams and charities through fundraising activities.
Mathew Copp, Director of Operations for Central Government, said: “Since we invested in our Swansea site we haven’t looked back. We’re proud of the benefits we’ve delivered for our clients through not only cost savings, but also through helping their employees to focus on providing excellent services to the public.”
We couldn’t have achieved all of this without combined expertise, collaboration and commitment for the partnership to succeed. Well done and thank you to everyone who has contributed to the centre’s success so far!”
For more information about our partnership with the DfT please click here