Arvato Secures Contact Centre Contract Extension

Business process outsourcing (BPO) partner Arvato has secured a three-year multi-agency contract extension from the Department for Transport (DfT) as their SAP implementation partner, which will see it support the department to develop and transform back office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy.

The DfT is the ‘pathfinder’ organisation for integrating the new SAP S/4HANA finance platform, which forms a central part of the programme.

The deal will see Arvato continue to provide support to the DfT and its executive agencies – the Driving and Vehicle Licensing Agency (DVLA), the Maritime and Coastguard Agency (MCA), the Vehicle Certification Agency (VCA) and the Driver and Vehicle Standards Agency (DVSA) – with back office shared service transformation from its Swansea site until 2023.

Under the new contract, Arvato will transfer the centre’s two Enterprise Resource Planning (ERP) systems, Agresso and SAP, onto a new cloud hosted technology platform. Part of this transformation will enable civil servants to handle administrative processes from their own mobile devices expanding this capability beyond those using a Government supplied device.

The contract award follows Arvato becoming only the second organisation in the UK to receive a global accreditation from SAP for delivering best practice ICT services. The software vendor provides the certification to give organisations the seal of approval for implementing its ERP platform, which provides clients with assurance on high performance levels and secure service delivery.

A spokesperson from the DfT said: “DfT are pleased to reach agreement with Arvato to extend the contract. It will provide the platform for DfT and Arvato to further transform the department’s shared services. Collaboration on recent successes, such as the deployment of SAP FIORI, means our partnership continues to grow and therefore we trust Arvato to help us deliver on the remainder of the Government’s Future Shared Services strategy”.

Debra Maxwell, CEO, Arvato CRM Solutions UK, said:

“This is a significant milestone for our business and signifies a clear belief in the value that shared services are providing to the DfT.

“We’re enabling our customers to realise new cost savings and efficiency gains by redesigning their service delivery model, and we look forward to supporting the DfT and its executive agencies with their ongoing digital transformation journey.

“Our employees have shown fantastic commitment and hard work since the contract began, and we’re proud of the roots we’ve grown with the broader community in promoting it as a great place to do business.”


Additional Information

The Sandringham Park centre, which employs 228 people, was acquired by Arvato in 2013 as part of a seven-year contract. It provides HR, payroll, finance and procurement services for 19,000 civil servants across the UK.

Over the last six years, Arvato’s Swansea-based team has handled 749,000 customer enquiries from DfT employees, provided 1.3 million payslips and achieved a customer satisfaction rating of 98% per cent.

The Swansea shared services contact centre was also named a finalist in the 2019 Welsh Contact Centre Awards, following winning the ’Customer Commitment’ accolade at the 2018 Chamber Business Awards and achieving a number of industry-leading technology accreditations over the last 12 months.

Arvato is a trusted partner to the public and private sectors, employing over 1500 people across eight UK locations. Part of the Bertelsmann Group, the business has more than fifteen years’ experience in the public sector, with award-winning partnerships with central government departments and local authorities.

For additional information on Arvato CRM Solutions visit their Website