This quarterly business update is designed for our clients and partners within our Swansea operation. It covers latest partnership developments and wider Arvato news.
Arvato successfully implements major SAP upgrade and a raft of Agresso updates for its clients
We’ve been very busy implementing a large scale and complex upgrade to the SAP platform used by DVSA, DVLA, VCA and DfTc. The project was completed in April within an agreed six month delivery schedule. It has taken the SAP databases to the latest supported version including performance updates, and applied recent legislative changes to the processes. In addition to these important benefits, this project has prepared the ground for any future move to the cutting-edge SAP portal Fiori or a migration to the cloud.
It’s been a particularly complex project for our technical experts to design and implement, before our
business process teams worked with DfT customers to test and create effective user journeys.
We completed the technical delivery on time, with all clients successfully testing and confirming that we’ve achieved all quality targets. As a result, we managed to keep disruption to the service to a minimum, and we’re pleased to report that our clients’ customers were able to use the updated service one day earlier than planned.
Neil Thomas, Head of IT at Arvato, said “This upgrade project was significant in scope and scale and positions Arvato and its clients for the future. It’s a joint success with our clients and we really appreciate their commitment and effort to make it work through the planning, testing and go-live stages.”
New functionality and improvements for the Maritime and Coastguard Agency
April has also seen the delivery of a suite of projects to the Agresso platform for our clients at the Maritime and Coastguard Agency (MCA). We’ve implemented changes including legislative patching, technology upgrades and a client sponsored change request.
Despite the complexity of the changes, only 13 technical defects were identified during the test phase, all of which were of a lower severity and were wholly resolved ahead of go live. This significant achievement is once again a testament to the effective partnership between MCA and Arvato.
Mathew Copp, Operations Director Central Government, CRM Solutions UK & Ireland at Arvato, said: “We’re really proud of the success of both projects, which benefited from our tried and tested approach of high levels of control, effective governance and great participation from our clients.”
Arvato’s shared service centre in Swansea scoops national customer service award
The 30-strong helpdesk, which acts as the first point of contact for 22,500 civil servants working across the UK for the Department for Transport (DfT) and its executive agencies, achieved a 98 per cent customer satisfaction score against a target of 85 per cent in 2017. The team handled 120,000 enquiries last year and reduced average call waiting times to less than five seconds.
The awards, which took place at the Wales Millennium Centre in Cardiff on Friday, 9th March, recognise the achievements of organisations across the Welsh contact centre and shared services industry. The Customer Engagement category rewards the delivery of exceptional levels of customer service.
Mathew Copp, Operations Director Central Government, CRM Solutions UK & Ireland at Arvato, said: “Our Swansea centre is providing a fully standardised, back-office service for the DfT and its executive agencies for the first time in the department’s history and this award is testament to the hard work and commitment of our customer service team.
“Our goal is to help civil servants devote more time to meeting the needs of people up and down the country, and working their feedback into a new ’10 steps to excellence’ programme has helped us enhance the services we provide. We look forward to delivering further improvements in the years ahead.”
Our customer service team in Swansea has also been confirmed a finalist at the Welsh Business Awards in the Commitment to Customer Service category. The awards, which were held at City Hall, Cardiff on Thursday 8th March, are supported by the South Wales Chamber of Commerce and aim to recognise the very best from businesses across Wales.
Pushing the tempo with new ‘Pulse Development’ methodology
We’ve recently agreed with our clients a fundamental change to how we manage changes to our shared service and the technology landscape in Swansea in order to boost business flexibility for the DfT and its executive agencies, and improve services for their customers more quickly.
Since 2013, we had been responding to our clients’ needs for changes to their service and technology via a quarterly release strategy – an effective and proven method which followed a classic waterfall approach to IT development.
However, DfT and Arvato agreed that a more flexible and higher paced approach would better suit us all going forward – and the answer to this challenge is the Pulse Development methodology. The term ‘pulse’ means our development teams can alter the frequency of new releases according to demand from our clients, like the pulse in your body increasing with exercise and slowing down when there is less going on.
Pulse Development is flexible, achieves pace but ensures full business control; it has already proven to be effective during a client-supported trial delivery of a range of business critical projects for DVSA.
Neil Thomas, Head of IT at Arvato, said “This updated approach is an excellent example of Arvato combining the skills of our IT development professionals with our experience of supporting DfT to achieve an improvement which will be felt at both a business and individual customer level.”
If you’d like to find out more about our Pulse Development technology, or share best practices with our IT development professionals, please contact Neil Thomas at email@example.com
Arvato wins place on UK Government Contact Centres Framework
Overseen by the Crown Commercial Service (CCS), the Contact Centre Services (RM3815) framework has been established to help public sector bodies maximise opportunities for innovation, channel strategy, self-service and optimisation in customer services.
Arvato is one of nine key UK suppliers to be appointed to Lot 2 (“Contact Centres”) of the framework, designed to provide government bodies access to key suppliers within the industry to maximise the potential and commercial value of Contact Centre requirements. The appointment enables us to market our expertise in web-based, email and telephone customer services to central government departments, their arm’s length bodies and agencies, non-departmental public bodies, NHS organisations and local authorities.
Debra Maxwell, CEO, CRM Solutions UK & Ireland, Arvato, said: “This framework represents an excellent growth opportunity for our customer services business. The strength of our experience in transforming UK public services as organisations embrace channel shift and new digital technologies, together with our expertise in providing market-leading customer services, puts us in a strong position to win new projects. It demonstrates the UK government’s trust in Arvato as a key supplier beyond back-office services.”
Crown Commercial Service (CCS) is an Executive Agency of the Cabinet Office, supporting the public sector to achieve maximum commercial value when procuring common goods and services.
If you’d like to find out more about how our award-winning customer services could help you provide a better experience to your customers, please contact David Thomas, Key Account Director, Arvato (firstname.lastname@example.org, +44 7342 083213). To find out more about the CCS framework, please click here.
Arvato supports Swansea Council’s Sports Awards for fourth consecutive year
Arvato sponsored the ‘Inspiring Young Person of the Year’ category at this year’s City and County of Swansea Sports Awards.
This is the fourth year that we’ve supported the awards, which acknowledge outstanding contributions to sport made in the local area and the dedication, determination and hard work required to become a great sportsperson.
Mathew Copp, Director of Operations Central Government, CRM Solutions, Arvato UK & Ireland said “The Swansea Sports Awards are a brilliant showcase of the area’s vibrant sporting community, recognising volunteers, coaches, teams and sportspersons alike.”
“The key to the success across our public sector partnerships lies in collaborative working and making a real difference to our local communities and their citizens, and so we’re proud to be sponsoring the awards once again. Massive congratulations to Kimberley Mpukusa for winning ‘Inspiring Young Person of the Year’!”
Arvato also supports several local sports teams through funding and is recognised as a top 100 UK apprentice employer. We’re also a patron of The Prince’s Trust and help change young people’s lives through volunteering, mentoring and fundraising activities such as the RNLI Mumbles Raft Race and the Swansea Half Marathon.
Did you know?
4 secondsThe average speed of answering calls to the Arvato service desk was 4 seconds in March 2018.
Approved employer status
Arvato Swansea has achieved approved employer status from ACCA (The Association of Chartered Certified Accountants) which is a global body for professional accountants. Four of our ICT colleagues are also newly certified Unit 4 Business World software developers.
World recordArvato’s employees in Swansea are participating in a world record attempt by donating old spectacles to create the longest ever line of eye glasses. The target is to support 36,000 people in developing countries who have poor vision.
Arvato UK & Ireland and Bertelsmann news
Arvato named as one of the world’s best outsourcing partners
We’ve been named in the ‘Leader’ category of the 2018 Global Outsourcing 100 list by IAOP – the International Association of Outsourcing Professionals – for the second year in a row.
Bertelsmann joins forces with Google and Udacity to fund 15,000 Data Science Scholarships
Our parent company Bertelsmann continues to advocate for the training of IT talent. The international media, services and education company is now inviting interested parties to apply for its “Udacity Data Science Scholarship Program,” in which the company will fund 15,000 three-month Udacity online courses in descriptive statistics.
Arvato employees raise over £30k to support The Prince’s Trust and other local charities in 2017
Through our fundraising, volunteering and support for The Prince’s Trust, Arvato employees have directly impacted and inspired 73 young people in the UK.