Public Sector and Citizen Services
Transforming services through technology, experience and people
With change being the only constant in a sector facing many challenges, public sector organisations are looking for partners that can deliver the transformation needed to protect services and deliver new efficiencies.
Our approach to partnership is to tackle challenges alongside our clients across local and central government, using our technology, experience and people to develop customised solutions that are driven by the outcomes of operational reviews.
We support digital transformation across our clients’ service provision, changing the way they interact with citizens, employees and other key stakeholders. Through our industry-leading shared services solutions, we provide clients with standardised systems and processes, access to our vast expertise gained across private and public sector and economies of scale.
The considerable scale and strength of the global Arvato and Bertelsmann organisations means we have the capability and capacity to manage any size and complexity of public sector contract.
Introducing self-service kiosks delivered a significant boost to annual revenue collections for a local government partner
Robotic Process Automation (RPA)
Automating back-office processes can drive major efficiencies that free-up employees to add more value to the public services they deliver.
Our ProcessAutomate RPA solution helps pressured decision makers, who have to manage complex welfare reforms with less budget and fewer staff, to put resources where they are really needed. By combining our extensive expertise in public sector service transformation with our knowledge of automation technology, Arvato’s ProcessAutomate streamlines and automates your mundane, repetitive back-office tasks, so that your employees can spend more time helping citizens.
To help our clients tackle growing citizen demand and financial challenges, we use technology and our extensive experience of service transformation to fundamentally re-think how they structure and provide back-office services.
Our approach is highly flexible to meet your specific needs and fit with your culture, with the aim of introducing best practice, standardisation and change programmes to help achieve both your efficiency and customer-satisfaction targets.
Shared services is a common approach to standardise back-office processes (such as HR, finance, payroll and procurement) of multiple different departments or agencies, so that they can be provided in a repeatable way and in high volumes by a dedicated team (the shared service centre). The process usually involves migrating numerous different entities onto a common IT system and operating platform.
This increases efficiency and has the potential to reduce costs. It can also free up time and allow departments to focus on their core areas and therefore deliver a better service for citizens.
Improving customer relations in the public sector not only means optimising service delivery, but also engaging with citizens in the right way across each service.
By implementing channel shift, we help our clients deliver public-facing functions and engage with their citizens seamlessly across a range of digital and traditional channels. We provide self-serve facilities to empower residents to engage effectively via digital platforms and combine this our expertise in robotic process automation (RPA), chatbots and artificial intelligence (AI) to speed up service response times and to enable employees to devote more time to complex customer enquiries.
Revenues and Benefits
The UK’s benefits system is in constant flux. Add to this periodic seismic shifts that demand new thinking and approaches and you have a particularly challenging area of administration.
We help our clients adapt to change by introducing new technology and ways of working, while coaching them to review operating structures to reduce costs.
Finance and Accounting
With a large proportion of councils drawing on cash reserves as a short-term fix to their funding shortfalls, there is a clear need for long-term solutions that will restructure how services are delivered.
Working with an outsourcing partner can help government 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 and legislative changes.
For us, 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, web-based technology, we enable clients to create capacity to focus on the strategic agenda and workforce management.
Managed ICT Services
Implementing the right technologies, from Robotic Process Automation (RPA) to cognitive IT systems and chatbots, can be a key enabler of change for public sector organisations, allowing them to innovate and improve front-line services at the same time as driving down costs.
Our ICT solutions are business-driven and always look at the whole organisation and its services, not just the underlying technology. We are focused on keeping data secure and ensuring regulatory compliance, helping our partners develop the cyber defensive capabilities they require.
Cyber Security and Resilience
Cyber attacks are evermore commonplace and pose a growing threat for the public sector as an increasing number of services become digitised.
The challenge is to put the right cyber security architecture and data protection processes in place to keep online services secure and avoid the substantial fines from regulations.
Our team of highly skilled specialists provide quality and pragmatic solutions for our central and local government partners to develop their cyber defensive capability and ensure they are GDPR ready and compliant with new regulations, such as the PSI and PSB.
Print and Design
In each of our partnerships, we deliver support services to help our clients in achieving their overall objectives and this includes print and design services.
Our design and print expertise, strong creative approach and exceptional service standards mean we deliver excellent results on projects of all sizes, from short-run stationery, to full colour brochures and leaflets, reports and accounts.
Drawing on our expertise in providing end-to-end supply chain solutions for global brands, our logistics service enables our government partners to achieve new transport efficiencies and manage documents and paperwork effectively.
Our service 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