With change being the only constant in a sector facing many challenges, such as continued budget cuts, evolving routes of customer engagement and the requirement to deliver improved services, public sector organisations are looking for partners that can support large-scale transformation. Our concept of partnership is to tackle challenges alongside our clients and we understand that partnerships have to evolve to address fiscal challenges as well as the emergence of new delivery models.
Our approach to public private partnerships is to develop flexible agreements that use best practice and encourage standardised ways of working while addressing each client’s specific challenges and culture. This is supported by a collaborative working relationship with our clients, one which continues to strengthen over time.
Extensive experience in delivering more with less
We support the digital transformation across our clients’ service provision, changing the way public sector organisations interact with citizens, employees and other key stakeholders. Through the promotion of shared services, we provide clients with standardised systems and processes, access to our vast expertise gained across private and public sector, and economies of scale, to drive efficiencies.
Our successful partnerships span from long-term relationships with local government and ground-breaking shared service contracts with central government, to delivering proven back-office expertise to the health sector.
The considerable resource and financial stability of the global Arvato and Bertelsmann organisations mean we have the capability and capacity to manage any size and complexity of public sector contracts.
Delivering more with less
The standardisation and centralisation of back-office services, such as Human Resources and revenues & benefits, delivers substantial cost reductions.
Access expertise through shared services
By joining one of our shared service centres, public sector clients benefit from process improvements and economies of scale.
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.
Arvato operates the first Independent Shared Service Center (ISSC1) on behalf of the UK Government.
Arvato has annual revenues of €4.4bn contributing more than a third of the Bertelsmann group annual revenues of €16.4bn (FY2013).
We have a strong working partnership that delivers excellent customer service and value for our residents.Cllr John Burrows, Leader, Chesterfield Borough Council
Public sector organisations are facing major challenges as the Government makes continual cutbacks and citizens expect improved services across an expanding number of channels. Organisations are having to fundamentally re-think how they provide and structure services, with pressure often placed on achieving efficiency in the back-office to protect front-line activities.
Budget pressures, together with limited expertise and a raft of legacy systems, make it difficult for clients to drive the transformation required to future-proof their services. Often the difficulty starts with knowing what needs to change, how and when.
Improving customer relations in the public sector are not only about the optimisation of customer services, but also about how a public sector organisation engages with citizens across all services.
The implementation of channel shift enables our clients to deliver services and engage with their citizens across a range of digital and traditional channels. By moving services online, providing self-serve functions and empowering residents to engage effectively via digital platforms, we help our clients increase customer satisfaction and generate cashable efficiencies.
Revenues and Benefits
Change is the only constant in the administration of local authority revenues and benefits, with an average of one adjustment to the UK’s benefits system per week; multiplied by some unprecedented, seismic shifts that demand new thinking and new approaches.
The Coalition Government’s welfare reforms have had a profound impact on today’s revenues and benefits office and its relationship with other citizen services, such as the arrival of a new era of local autonomy, in tandem with deep budget cuts.
We help clients adapt to change through upskilling staff and introducing new processes and technology, while coaching them to use the opportunity to review operating structures to reduce costs by generating efficiencies.
Finance and Accounting
In May 2014, the Local Government Association announced that 48% of councils are set to use reserves as a short term fix for their funding problems. What is really required is a long term approach to drive down costs in back-office functions.
Working with a private sector partner can help public sector organisations identify a number of areas for improvement including opportunities to streamline finance & accounting processes and overhaul legacy systems.
HR and Payroll
Public sector organisations require strong HR support to enable the radical change that is driven by tightening financial constraints, increased demand for flexible working arrangements as well as legislative changes.
For Arvato, HR is not just about administration; it should contribute strategically and operationally to organisational performance. By increasing efficiencies and delivering service improvements through the introduction of shared services and automated and web-based technology, we enable clients to create capacity for focus on the strategic agenda and workforce management.
Managed ICT Services
Implementing the right technologies can be a key enabler of change for public sector organisations, allowing them to deliver innovative services whilst driving down costs.
Our ICT solutions and services are business driven and therefore look at the whole organisation and its services, not just the underlying technology.
Print and Design
As part of our public-private partnership, we offer support services to our clients that help them achieve their overall objectives.
Our print & design services range from initial creative concept, design and artwork, through to print and production. We produce a range of outputs for our clients, incorporating the following:
Our logistics services enable our clients to achieve transport efficiencies and manage documents and paperwork effectively. This includes:
- Post distribution and collection
- Mail processing and dispatch
- Document digitisation
- Archiving service, transfer and storage, including monitoring statutory storage timescales
- Secure and compliant document destruction and disposal
Our logistics services benefit from our private sector expertise, where we run end-to-end supply chain solutions for global brands.
Robotic Process Automation (RPA)
Councils need to adopt innovative approaches to help them tackle the challenge of budget cuts and the increase in workload coming off the back of the welfare reforms. Shared services partnerships and digital by default are delivering much-needed, long term transformation, further changes are also needed in the back office to ensure that systems and processes are as streamlined and efficient as possible.
We help clients achieve this using Robotic Process Automation (RPA) across a range of functions, including HR, finance and accounting, revenues and benefits and customer services. We provide a blended, flexible approach, which can include an end-to-end solution of identifying, designing, building and monitoring automated processes, providing RPA-as-a-service and also a build and deploy option.
The proven technology completes core, repetitive transactional tasks with increased speed and accuracy, and works by using software that mimics human interaction and follows rule-based processes.