Welcome to Arvato’s Swansea business update

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Arvato secures three-year extension for Department for Transport transformation

We are proud to have agreed a three-year contract extension with DfT and its executive agencies, which will see Arvato continuing to support the finance, HR, payroll and procurement capability of our clients. The deal has also seen Arvato appointed as SAP implementation partner where we will support the department to develop and transform back office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy.

The deal will see Arvato continue to provide shared services to the DfT and its executive agencies – the Driving and Vehicle Licensing Agency (DVLA), the Maritime and Coastguard Agency (MCA), the Vehicle Certification Agency (VCA) and the Driver and Vehicle Standards Agency (DVSA) – using its experienced team of professionals based at its dedicated site based in Swansea.

Under the new contract, we will transfer the centre’s two Enterprise Resource Planning (ERP) systems, Agresso and SAP, onto a new cloud hosted technology platform. Part of this transformation will enable civil servants to handle administrative processes from their own mobile devices expanding this capability beyond those using a Government supplied device.

The contract award follows Arvato becoming only the second organisation in the UK to receive a global accreditation from SAP for delivering best practice ICT services. The software vendor provides the certification to give organisations the seal of approval for implementing its ERP platform, which provides clients with assurance on high performance levels and secure service delivery.

The DfT is the ‘pathfinder’ organisation for integrating the new SAP S/4HANA finance platform, which forms a central part of the programme.

A spokesperson from the DfT said: “DfT are pleased to reach agreement with Arvato to extend the contract. It will provide the platform for DfT and Arvato to further transform the department’s shared services. Collaboration on recent successes, such as the deployment of SAP FIORI, means our partnership continues to grow and therefore we trust Arvato to help us deliver on the remainder of the Government’s Future Shared Services strategy”.

Debra Maxwell, CEO, Arvato CRM Solutions UK, said: “This is a significant milestone for our business and signifies a clear belief in the value that shared services are providing to the DfT. We’re enabling our customers to realise new cost savings and efficiency gains by redesigning their service delivery model, and we look forward to supporting the DfT and its executive agencies with their ongoing digital transformation journey.”

Our Swansea site, which employs 228 people, was acquired by Arvato in 2013 as part of a seven-year contract. It provides HR, payroll, finance and procurement services for 19,000 civil servants across the UK.

Read more about our partnership with the DFT here.

Arvato successfully retains Customer Service Excellence (CSE) standard for third year in a row

Our award-winning Shared Service Centre in Swansea, which provides standardised back office services to 19,000 civil servants, has retained the coveted Customer Service Excellence accreditation following an annual review.

The CSE standard review is an independent assessment of how an organisation interacts with its customers, providing a practical tool for driving customer-focused change within the business. It shows that the services we provide are efficient, effective, excellent, equitable and empowering – with the customer always at the heart of service provision.

In order to achieve the accreditation, our Swansea team had to demonstrate that they met the standards, evidencing the business processes against five criteria:
• Customer insight
• The culture of the organisation
• Information and access
• Delivery
• Timeliness and quality of service

The assessment highlighted an improvement in scores from last year, with the team maintaining the Compliance Plus status across a number of the criteria.

Anthony Pompa, Head of Customer Services – Swansea, Arvato CRM Solutions UK, said, “This accreditation is evidence of the dedication and professionalism of our Customer Contact & Support Services Team and also our ongoing commitment to providing excellent customer service.

“This standard, along with us recently winning the ‘Manager of the Year’ accolade and being shortlisted for ‘Support Team of the Year’ and ‘Contact Centre of the Year’ at the UK Contact Centre Forum Awards is a reflection of the continued hard work and success of our partnership with The Department for Transport and its executive agencies. I’d like to thank everyone who has helped in maintaining this standard.”

Arvato’s Finance and Accounting Team recognised at the Finance Awards Wales

Our Finance and Accounting Team, based at our Shared Services Centre in Swansea, have been named as finalists for the ‘Medium/Large Finance Team of the Year’ category at this year’s Finance Awards Wales 2019.

The team of 17 people is responsible for 46 bank accounts and 68 payroll reconciliations. In the last year, the team has processed around 6,500 master data changes, and deal with approximately 50 payment transfers to a value of £1.7 billion on a monthly basis. The team manage 100% of client master data for customers and suppliers, promptly and accurately, each month.

The team successfully operate within all their contractual arrangements, achieving a 98% control and governance rating.

Hosted by Recruit 121 Finance & Accounting, the awards celebrated the outstanding achievements of the finance profession and recognised the significant contribution made by the sector to the Welsh economy.

News of the shortlist came following an interview stage and presentation that was delivered to a panel of judges. Hodges Bank, IG Lintels and Leekes were also shortlisted for the award, which took place earlier this year at the City Hall venue in Cardiff.

Tina Gabb, Finance Manager – Swansea, Arvato CRM Solutions UK said: “I’m very proud of the team for their continuous hard work which has resulted in this recognition! Being named as a finalist demonstrates our expertise and capabilities in advancing the success of the business.”

You can find out more about the awards here.

Arvato employees help dish out thousands of free school lunches

For the second year in a row, our employees in Swansea have helped to provide thousands of free lunches to prevent youngsters in the region from going hungry over the summer holidays.

Swansea East MP, Carolyn Harris made the decision to set up the Kids Lunch Club initiative last year, after a Bonymaen-based Eastside Foodbank ran out of supplies to support hard-up families. It became evident that young people were missing out on meals during the holiday period and Carolyn was inspired to do something about this.

Arvato employees have previously donated food and raised money through activities including hot dog sales and a darts tournament. This year they have taken part in a quiz to raise funds and raised money over £140 through a prize draw, whilst also donating food on site.

Carolyn Harris collected the donations from our site in person on the 16th August thanking colleagues for their efforts.

Mathew Copp, Director of Operations Central Government, Arvato CRM Solutions UK said, “This initiative has provided us with the opportunity to give something back to the Swansea community, I’m really proud of our employees who have gone the extra mile to help so many school children in our local area.”

Proof Points

We manage approximately 100,000 finance transactions accurately every year, worth £15 billion

95% of respondents in our customer service satisfaction survey were satisfied with quality of support provided by our helpdesk

We offer digital services to our clients

We’re one of only two UK businesses to secure the global SAP application managed services (AMS) certification for high performance in platform implementation, quality management, service levels and security

Our Contact Details

  • Address: Arvato CRM Solutions UK, Phoenix One, 59-63 Farnham Road, Slough SL1 3TN
  • hone: +44 (0)844 846 0800
  • Email: CRMSE@arvato.co.uk

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