We’ve been named as a supplier on Crown Commercial Service’s (CCS) four-year Contact Centre and Business Services (RM6181) framework, which will allow public sector organisations to access our expertise in supporting citizens and unlocking back-office efficiencies through our technology-led solutions.
We’re one of just three suppliers to be named on both Lot 1 and Lot 2. This new framework replaces the existing Contact Centre Services (RM3815) – through which we have been a successful supplier since 2017— and greatly expands its scope with the addition of a business services element.
This will enable us to market our depth of expertise in contact centres and digital customer service delivery to public sector bodies, offering organisations our support in managing, streamlining and transforming core services, including HR, payroll, procurement, finance and accounting, while utilising technologies such as artificial intelligence and automation.
David Morton, Sales & Solutions Director, Arvato CRM Solutions, said: “As a business, we have over fifteen years of experience in helping the public sector transform their front- and back-office processes to do more for less.
“This new framework gives us an opportunity to continue leveraging our experience to help organisations – from central government departments to local authorities – meet their challenges head-on, using technology to unlock cost and time savings, futureproof their operations and improve the quality of services for citizens and civil servants alike.”
Arvato is an established provider of customer experience and business process services to the UK’s public sector, with clients including Radioactive Waste Management, Education and Skills Funding Agency (ESFA) and Neath Port Talbot Council.
In 2013, we partnered with a Central Government department to successfully transition its family of executive agencies into a shared service centre, providing fully standardised back-office services for the first time in the department’s history. We extended this for a further three years in 2019, to help develop and transform it’s back-office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy.
Most recently, we partnered with the Education and Skills Funding Agency (ESFA) to create a digital-first Customer Experience Centre in Newcastle. Under the contract, we will provide inbound and outbound customer engagement services across a range of platforms to manage campaigns for the ESFA, promote its services and benefits, and provide information and technical support to learners, employers and education providers.
CCS supports the public sector to achieve maximum commercial value when procuring common goods and services. In 2020/21 CCS helped the public sector to achieve commercial benefits equal to £2.04bn – supporting world-class public services that offer best value for taxpayers.