Our Shared Service Centre in Swansea has won the accolade of ‘Shared Service Centre of the Year’ at the coveted 2020 Welsh Contact Centre Awards, after being shortlisted for four categories. This follows a year of high performance, securing a significant contract extension and achieving industry-leading technology and customer service accreditations.
The awards celebrate hard work, commitment and the outstanding achievements of companies and individuals across Wales in the contact centre and shared services space. The award we won recognises organisations that have developed a strong relationship with their customer and have been successful in demonstrating process excellence, technology transformation, innovative people practices and learning & development initiatives, as well as overall effectiveness and improvements of the Shared Service Centre.
The centre, which is based at Sandringham Park, provides a shared services solution for the Department for Transport (DfT) and its executive agencies. Our work has helped to transform the department’s HR, payroll, finance and procurement operations, providing fully standardised back-office services for 19,000 civil servants.
Last year, Arvato successfully secured a three-year multi-agency contract extension from the Department for Transport (DfT) as their SAP implementation partner, which has seen us continue to support the department to develop and transform back office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy. As part of this, we have completed the IT transformation project to transfer the department’s two existing ERP systems to a cloud-hosted technology platform.
We are working to deliver a challenging programme of change to DfT which will fulfil their ‘Cloud First’ strategy. This removes the obligation for an expensive hardware refresh and when coupled with our principle of sharing best-in-class business processes, technology platforms and support teams our clients are on track to achieve a multi-million pound saving over 4 years.
These achievements build on the success of the centre, which has seen the 220-strong team resolve over 90,000 customer enquiries, accurately manage 50,000 invoices worth £20 billion, achieve a customer satisfaction rating of above 94 per cent and retain the Customer Service Excellence accreditation. We have also implemented new robotic process automation solutions to give employees time back to work on more complex tasks and remove mundane transactions.
We were also shortlisted for three other categories, with Rattawan Meesuwan nominated for the ‘Apprentice of the Year’ award, our Payroll Team in the running for the ‘Support Team of the Year’ award and our Customer Contact and Service Support Team also being named finalists for the ‘Outsourced Contact Centre of the Year’.
Mathew Copp, Director of Operations – Central Government, Arvato CRM Solutions, said: “This award win recognises the fantastic results our Shared Service Centre has delivered for our central government clients over the last 12 months. It highlights the hard work and dedication of all of the teams and individuals involved, which we’re excited to build on going into 2021.”