In the context of significant budget cuts and increasing scrutiny from citizens, the public sector remains focused on driving efficiencies and accountability while remaining customer-centric. To deal with the challenges, public sector bodies are redesigning services, adopting new ways of working and making smarter use of ICT.

Key themes are:

  • Collaboration:  Increasingly, the public, voluntary and private sectors are coming together to build partnerships based on best practice in technology, processes and people.
  • Tailoring services: Citizens simple access to services across multiple channels, consistent delivery and speedy resolution of issues. In response, organisations are embracing channel shift, developing greater consumer insight, training customer-facing staff and re-targeting services.
  • Increasing transparency: Open and honest communication is a hot topic and the public sector is keen to provide more information on services, finances and procurement processes, and to involve citizens in its decision making.

A company with non-profit roots

arvato’s parent company Bertelsmann has a worldwide presence in around 50 countries and employs over 100,000 people in its core businesses of media and services, with revenues of €16.4bn (FY 2013).

Just over 80 per cent of the capital shares in Bertelsmann are held by non-profit foundations and the remainder is held directly by the Mohn family. The Bertelsmann Stiftung is an independent, non-profit foundation which identifies social problem areas for which it develops and implements solutions. Its projects focus on education, economic and social affairs, health and international understanding.

A reliable partner with a public sector ethos

Based on these roots we have developed our approach for the UK public sector, which combines our ethos with more than 50 years of business process outsourcing experience, delivering results for some of the world’s most respected brands, including Microsoft, Bosch and Renault.

With the vast resources and financial stability of the global arvato and Bertelsmann organisations behind us, we have the capacity and capability to manage any size and complexity of public sector contract - as our case studies for our public private partnerships show.

Over time, we have established successful long-term partnerships with local government, secured ground-breaking shared services contracts with central government and delivered proven back office expertise to the health sector.

Client benefits

Delivering more with less

The standardisation and centralisation of back-office services, such as HR and revenues & benefits, delivers substantial cost reductions.

Access expertise through shared services

By sharing services, public sector clients benefit from process improvements and economies of scale.

Improving frontline services

By outsourcing back-office services, public sector clients can focus on delivering and improving front line services for residents.

Proof points

We support more than 580,000 citizens in the UK through our partnerships with Sefton Council, Chesterfield Borough Council and Slough Borough Council.

We currently collect over £568 million each year on behalf of our public sector clients.

Our public sector partnerships are managed from Swansea in Wales and Slough in South-East England to Sefton in North England and Glasgow in Scotland.

arvato operates the first Independent Shared Service Center (ISSC1) on behalf of the UK Government.

We employ more than 1,000 people in our public sector teams across the country.

We have a strong working partnership that delivers excellent customer service and value for our residents.

Cllr John Burrows, Leader, Chesterfield Borough Council