Persistent cost pressures and the need to open up new digital channels means that local government organisations are having to fundamentally rethink how they provide services to citizens.
To address efficiency challenges and protect strategic operations, organisations are having to reduce expenditure while improving public-facing services and back office operations, such as HR, ICT and Revenues and Benefits.
Local authorities are increasingly looking to private partnerships and shared services as key strategies to achieving this. Together with cost savings and service improvements attained by standardised systems and processes and access to expertise and economies of scale, organisations can benefit from a range of benefits including innovation, investment, risk sharing and regeneration, as well as new service delivery models.
Councils must also embrace changing citizen behaviours and how they deliver services. Increasing emphasis is required in delivering services across multiple channels, providing citizens with face-to-face service and the facility to self-serve.
Delivering on promises
Arvato has entered into long-term, strategic public-private partnerships with a number of innovative councils to deliver Customer Services, Revenues and Benefits Services, HR and ICT services.
We have successfully TUPE transferred more than 1000 employees over the last few years and established our signature culture of private sector efficiency combined with a public sector ethos.
Each partnership is designed around the local authority’s needs, while bringing in expertise gained from working across all our private and public sector clients. We run transformation and continuous improvement programmes that help our clients modernise the way they deliver their services.
We actively encourage local authorities to share services and best practise. An OJEU notice in place as part of our public-private partnership agreement with Chesterfield Borough Council enables named neighbouring authorities to streamline the future commissioning process when sharing with or procuring services from the Chesterfield partnership.
Providing innovative solutions
We seek to tackle the challenges councils face by delivering meaningful change through innovation.
Through Robotics Process Automation (RPA), we can deliver significant efficiency savings across a number of back-office processes, enabling local authorities to reduce their costs and free-up staff to focus on more strategic, business-critical work. We support our clients’ ‘digital by default’ agenda through online contact options and social media channels that offer citizens the fast, online customer service they’ve become accustomed to from private sector brands. With digital channels becoming the default, our cyber security and resilience solutions ensure councils keep their sensitive information safe.
Delivering more with less
The standardisation and centralisation of back-office services, such as HR and revenues & benefits, delivers substantial cost reductions.
Improving frontline services
By outsourcing back-office services, public sector clients can focus on delivering and improving front line services for residents.
We have trained the majority of our employees in our Chesterfield, Slough and Swansea partnerships in Six Sigma techniques to engage actively in improvement projects.
Our Sefton, Chesterfield and Congleton public service partnerships work within the Cabinet Office's Customer Service Excellence standard.
Our local authority teams deal with around 800k calls and nearly 200k face-to-face contacts per annum.
The cultural fit between the Council and arvato was underpinned by a feeling of mutual interest. We had a strong sense of being an important component in arvato’s portfolio and that arvato would invest with us in creating a best-practice model for district councils.Huw Bowen, Chief Executive, Chesterfield Borough Council