Arvato’s Shared Service Centre wins top industry award
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. This follows a year of high performance, securing a significant contract extension and achieving industry-leading technology and customer service accreditations.
The award 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 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.