Central government bodies face ongoing operational and commercial challenges. Most notably, as part of austerity measures in the last decade they now have very limited money to spend, and must do more with less. They also face a clear need to make use of shared services – through which different departments call on the same administrative functions to benefit from economies of scale and improved commercial models.
In this climate, many central government bodies are turning to Arvato’s innovative business process outsourcing, shared services, and digital transformation expertise as they look to streamline processes and maintain high quality services. Our shared service centre, which is accredited to the same level as government, is already providing standardised back-office services for the Department for Transport (DfT) and its family of executive agencies for the first time in the department’s history.
Tightening budgets mean organisatations have no choice but to achieve more with less resources. Many are turning to our shared services to centralise processes and use automation to standardise and speed up repetitive activity
Government departments are shifting citizen transactions and staff processes online, to modernise and cut costs. By digitialising as high a proportion as possible, there is a huge potential to optimise and automate services for efficiency.
GDPR legislation around management of information means many organisations are turning to our experience and expertise to help them ensure full compliance with data privacy and to bolster their systems’ security.
A key driver of cost-saving is optimising the processes involved in carrying out individual tasks. Arvato’s ProcessAutomate RPA solution, enables organisations to use automation to make manually-intensive tasks rapid and machine-run.
Limited resources, combined with tougher demands, means each council employee has to maximise their productivity. Automation and shared services help take away manual tasks or standardise processes to enable staff to focus on value-added activities.
Central government users supported through our shared service center
98
Per cent customer satisfaction rating achieved
Transactions managed accurately every year, worth £15bn
4
Seconds average call answering time
We partner with numerous central government organisations to transform their back-office and customer services to help them create efficiencies and prepare for the future. We are also accredited to the same level of security as Government, including ISO27001, ISO20000, Cyber Essentials Plus, HMG PGA.
We provide multichannel customer services support and technology for citizen and business enquiries. We have experience saving central government organisations money, and significantly improving efficiency and service quality.
We offer multi-channel customer services and effective digital transformation solutions which can be procured under the respective Crown Commercial Service, Digital Outcomes and Specialists, and G-Cloud frameworks – government approved marketplaces. We are also a certified provider of SAP application management services.
Our shared services model, allows back-office processes (such as HR, finance, payroll and procurement) to be standardised so that they can be provided in high volumes in a repeatable way. One centre undertakes these functions for multiple different departments.
Central government organisations count on our cloud-based enterprise resource planning to manage their key activities effectively, without the need for complex on-premise installation and with the ability to work easily across multiple council-approved locations.
Government bodies are under pressure to deliver outstanding security around their IT systems and citizens’ data. We are accredited to same level of security as Government, with ISO27001, ISO20000, Cyber Essentials Plus, HMG PGA accreditations.
Organisations are using our ProcessAutomate RPA solution to automate repetitive tasks and free staff time for more value added tasks. Meanwhile, agent augmentation helps these employees work in an optimised manner and chatbots are increasingly used to answer simple online queries.
At Arvato, we provide HR, payroll, finance and procurement business process services to help government bodies improve efficiency in each core area, while removing the need to handle extensive manual tasks.
We have an open, honest and collaborative partnership with Arvato with the clear goal of using shared services to not just deliver cost savings, but to help our employees focus on delivering excellent services to the public. Arvato’s structured, process driven framework and clear direction has played a key role in the programme’s success and we look forward to delivering greater value to our customers in the years ahead.
Spokesperson from Department for Transport
Driving transformation through automation in the public sector
Our whitepaper explores the difference RPA can make, outlining the multiple benefits that can be achieved, the services that are suitable for deployment and the best practice models for implementation. It also provides real-life examples of how automation is already working in the public sector.
Five key steps to make shared services a success
Our experts discuss our successful shared services operation with the Department for Transport and look at the five key steps organisations should consider for future programmes.
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