This quarterly business update is designed for our clients and partners within our Swansea operation. It covers latest partnership developments and wider Arvato news.
Major infrastructure firm joins Department for Transport at Arvato’s Swansea shared service centre
We’ve won a new contract with the East West Railway Company to deliver back-office services from our shared service centre in Swansea.
The organisation, set up by the Department for Transport, is a non-departmental, arm’s length body created to accelerate delivery of the multi-billion pound East West Rail Project between Oxford and Cambridge. It will join the Department for Transport (DfT) and its executive agencies as a client at our Sandringham Park-based operation.
We will deliver HR, payroll, finance and procurement services for the East West Railway Company through our established shared services centre, which is already serving 22,500 civil servants across the UK. The centre employs more than 200 people, supporting the Department for Transport (DfT), the Maritime and Coastguard Agency (MCA), the Driving and Vehicle Licensing Agency (DVLA), the Vehicle Certification Agency (VCA) and the Driver and Vehicles Standards Agency (DVSA).
Mathew Copp, Operations Director, Arvato CRM Solutions UK, said: “We’re excited by the opportunity to support this strategically important project for the East West Rail Company. This new contract highlights the strong reputation we’re developing in Swansea and is testament to the expertise and commitment of our dedicated team.
“By standardising back-office processes and introducing new technology such as robotic process automation, our proven shared services platform will help their employees devote more time to restoring this key transport link.
We look forward to continuing the success we’ve achieved at Sandringham Park over the next 12 months.”
Our Swansea-based shared service centre has been recognised by software vendor SAP as a certified provider of application managed services (AMS), becoming only the second organisation in the UK to receive the certification.
The certification is a best practice seal of approval which recognises high performance in platform implementation, quality management, service levels and security.
Using the SAP-based platform to deliver shared back-office services for companies and government departments, we will join an elite club of only 300 SAP-certified businesses across the world.
Mathew Copp, Director of Operations, Arvato CRM Solutions UK, said: “This coveted accreditation recognises the best-practice work our experienced and qualified ICT teams in Swansea are delivering for our partners, and shows we’re at the forefront of helping clients get the best value from their SAP solution.
“This achievement represents a significant differentiator for the business at a time when private and public sector organisations are seeking to transform how they deliver their back-office services to provide new efficiencies, improve quality and ensure security.”
The centre, which is accredited to the same security level as a government organisation, provides a full range of SAP AMS services, from managing testing and development support, to delivering blended implementations and infrastructure hosting.
If you’d like to find out more about how our award-winning services could help you transform your service delivery, please contact David Thomas, Key Account Director, Arvato (firstname.lastname@example.org, +44 7342 083213).
Arvato celebrates a win at not one, but two industry awards!
On 2nd November, our Head of Customer Services, Anthony Pompa and our Swansea team, were recognised at the UKCCF Awards. Anthony scooped the accolade for ‘Manager of the Year’ and the team were highly commended in the ‘Support Team of the Year’ and ‘Contact Centre of the Year’ (under 100 seats) categories, which showcased organisations demonstrating exceptional levels of innovation, teamwork and employee engagement.
The team then went on to celebrate success in the ‘Customer Commitment’ category at the South Wales, Chamber of Commerce Business Awards that took place on 29th November. These awards recognise excellence in British business, with the award rewarding companies that demonstrate innovation and dedication to customer service and care.
The judges were impressed with the success of the 30-strong helpdesk, which acts as the first point of contact for 22,500 civil servants working for the Department for Transport (DfT) and its executive agencies. The team has achieved a record 97 per cent customer satisfaction rating, against a target of 85 per cent in 2017 and has also handled 120,000 enquiries last year and answered 99.9 % of all calls within five seconds.
Anthony commented: “Our recognition at these awards demonstrate the high quality of service we provide for our clients and is testament to the hard work of the whole team at Swansea over the past 12 months.
“I’m looking forward to building on this success over the next year and enhancing our services for our clients, through creating further efficiencies, sharing best practice and implementing new technologies, such as robotic process automation.”
Arvato successfully retains industry recognised security standard
Our Shared Service Centre in Swansea has once again been awarded the IS027001 international accreditation for information security management, following an independent assessment.
The team passed the complex and stringent process of auditing for the standard, which included a two-stage review for initial certification followed by six monthly surveillance audits.
The framework helps organisations manage and protect information assets so they remain safe and secure. It recognises our efforts to design and implement best practice information security processes, to protect both client and citizen data. The audit found that our team in South Wales has maintained an employee culture that values cyber security and that controls are in place that minimise the risk of cyber threats.
Neil Thomas, Head of IT, Swansea shared service centre, Arvato CRM Solutions UK, said, “I’m proud that we’ve been recertified for the IS027001 standard! It is an important way to show our clients that we provide the very best cyber security and IT services and support. This coupled with our IS020000 accreditation, shows how we’re implementing the most robust, comprehensive processes and cutting edge technologies to deliver industry recognised best practice IT service management. Congratulations to the teams!”
Our operation in Swansea also holds the Cyber Essentials and Cyber Essentials PLUS certifications, which assesses against the security controls linked with many common cyber-attacks on public sector organisations, including secure configuration, malware protection, patch management, access control, boundary firewalls and internet gateways.
Arvato employees work together to support local charities during the festive period
For the second year in a row, our employees in Swansea have donated and collected gifts throughout November and December to support the Mr. X appeal, which aims to bring joy into the lives of children in need at Christmas.
The Mr. X appeal, which is now in its 59th year, is a local initiative that focuses on buying a gift for children who are unlikely to receive presents during the festive period. The Mr. X team work alongside social services and child support agencies to identify disadvantaged children in need from Neath Port Talbot, Swansea and Carmarthenshire.
Our employees donated enough presents to give 150 children from the region a gift on Christmas Day.
The team have also supported the Community Christmas Parties, which were arranged by local MP, Carolyn Harris. This involved donating 75 boxes of chocolates for the parties put on for local pensioners.
Mathew Copp, Director of Operations Central Government, Arvato CRM Solutions UK, said: “I’m very proud that our Swansea employees have got involved and have really taken these appeals to heart. Their generous donations to both of these local causes means that pensioners and children in need in the region have been able to enjoy the Christmas celebrations more this year.”
Did you know?
Through our charity engagement our Swansea employees have raised over £16,000 for the Prince’s Trust, since the beginning of our four year partnership with them
97% of our office waste has been recycled and saved from landfill over the past twelve months
We’ve maintained a 99% payroll accuracy rate and handled over 4,600 payroll and HR transactions in the last year
Arvato CRM Solutions UK and Bertelsmann news
Arvato wins place on UK Government’s digital framework
We’ve been appointed to the UK Government’s Digital Outcomes and Specialists 3 (DOS3) framework, which will allow public sector organisations to access our expertise to deliver digital transformation across their front and back office services.
Arvato CRM identified as a “Leader” for digital customer services
We’ve been named as a leader for digital customer experience services, in a new NEAT vendor evaluation report from global industry analysts NelsonHall. The NelsonHall report evaluates global outsourcing vendors on their ability to deliver customer experience improvements, optimise costs, manage volume and scale, and generate revenues.
Arvato apprentice named regional winner at National Apprenticeship Awards
Our Recruitment Apprentice, Vikas Khan, has been named the 2018 South West ‘Intermediate Apprentice of the Year’ in the regional finals of the National Apprenticeship Awards (NAA).