Global customer services provider Arvato has won a new contract with the East West Railway Company to deliver back-office services from its shared service centre in Swansea.
The organisation, set up by the Department for Transport, is a non-departmental, arm’s length body created to accelerate delivery of the multi-billion pound East West Rail Project between Oxford and Cambridge. It will join the Department for Transport (DfT) and its executive agencies as a client of the Sandringham Park-based operation.
Arvato will deliver HR, payroll, finance and procurement services for the East West Railway Company through its established shared services centre, which is already serving 22,500 civil servants across the UK.
Arvato employs more than 200 people at the centre, which supports the Department for Transport (DfT), the Maritime and Coastguard Agency (MCA), the Driving and Vehicle Licensing Agency (DVLA), the Vehicle Certification Agency (VCA) and the Driver and Vehicles Standards Agency (DVSA). The team has resolved 749,000 customer enquiries, provided 1.3 million payslips and achieved a customer satisfaction rating above 98 per over the last five years.
The new agreement will see Arvato support the East West Railway Company until the end of the financial year.
Mathew Copp, Operations Director, CRM Solutions, Arvato UK & Ireland, said: “We’re excited by the opportunity to support this strategically important project for the East West Rail Company. This new contract highlights the strong reputation we’re developing in Swansea and is testament to the expertise and commitment of our dedicated team.
“By standardising back-office processes and introducing new technology such as robotic process automation, our proven shared services platform will help their employees devote more time to restoring this key transport link.
“We look forward to continuing the success we’ve achieved at Sandringham Park over the next 12 months.”
The centre’s achievements were recognised by the Welsh Contact Centre Awards in March, with Arvato winning the Customer Engagement accolade. The business was also named a finalist at this year’s Welsh Business Awards.
The Swansea site and services are accredited to the same level of security as any central government department, with certifications including IS027001, Cyber Essentials Plus, Information Assurance for Small and Medium Enterprises (IASME) and as a Supplier of Cyber Security Services to the government.
Arvato is one of the world’s leading business outsourcing companies with over 50 years’ experience and employing more than 68,000 people, across almost 40 countries. The business has more than fifteen years’ experience in the public sector, delivering award-winning partnerships with central government departments and local authorities, which include Slough and Chesterfield Borough Councils.