Providing excellent public services in the age of austerity
Delivering high quality front-line services has never been more challenging.
Central government budgets have faced cuts since the start of the decade and the reductions set out in the 2017 Efficiency Review will place greater pressure on service provision. Departments must cut their spending by three to six per cent by 2020 to generate annual savings of £3.5 billion at a time when demand for public services continues to grow, driven by an ageing population and economic uncertainty.
Only genuine transformation can deliver the major savings required while ensuring citizens continue to receive a high quality service.
A shared services model that achieves more for less
Sharing back-office services, such as HR, payroll, finance and procurement, across multiple departments will play a key role in addressing this challenge.
Through our shared services model, we have successfully put in place 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.
Our shared service centre in Swansea provides our partners with the choice two Enterprise Resource Planning (ERP) platforms and the support of a robust, results-driven migration plan to balance flexibility with the cost savings and efficiency gains of a standardised back-office.
Reduce back-office costs through service standardisation
Our partners have access to a fully standardised back-office shared service for HR, payroll, procurement and finance
Drive new efficiencies through self-service
We enable civil servants to self-serve their administrative tasks through a single, online portal with 24/7 access
Our shared service centre enables 22,500 civil servants to self-serve their administrative processes
Our contact centre team resolves 98.5% of all queries at the first contact, leading to an all-time high customer service rating of 98% positive
"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 the Department for Transport (DFT)