arvato a trusted global business outsourcing partner to the private and public sectors

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1 arvato a trusted global business outsourcing partner to the private and public sectors arvato UK & Ireland - Public Sector The Hall Lairgate Beverley East Yorkshire HU17 8HL Tel: +44 (0)

2 arvato has been a trusted business outsourcing partner for more than 50 years We have long-term partnerships with some of the world s most respected companies and pioneering public sector organisations who have benefited from our outsourcing expertise and our track record of delivering on our promises. We combine our expertise in business process outsourcing (BPO), finance services, contact centre services, loyalty and customer retention, supply chain solutions, and public sector and citizen services to deliver innovative, individual solutions that help our clients to achieve their objectives. In the UK and Ireland, arvato employs over 3,000 people across more than 10 locations. Internationally, arvato employs over 60,000 people in over 270 subsidiaries across 35 countries worldwide, with annual revenues of approximately 5.1bn. UK & Ireland Locations With locations across the UK and Ireland, we are well placed to provide a responsive outsourcing solution to our clients. Our advanced facilities are designed and developed to improve service quality and accessibility, and the working environment. arvato UK & Ireland - Client Highlights Our global BPO relationship with Microsoft covers four major lines of business that generate over 90% of the client s global revenues. We streamlined Renault s demonstrator booking processes, saving in excess of 1.7million a year and increasing bookings by 12%. Service Centres (blue) Beverley (Public Sector) Chesterfield (Public Sector) Dublin (Private Sector) Liverpool (Private Sector) Sefton (Public Sector) Slough (Public/Private Sector) Twickenham (Private Sector) Willerby (Private Sector) Distribution Centres (green) Birmingham High Wycombe Milton Keynes Headquarters (red) London / Hammersmith UNIVERSAL MUSIC UK For Universal Music, we improved the speed and accuracy of order compilation by over 15%, and increased the volume of products processed by goods inward by 30%. arvato s supply chain solution provided 10% cost savings for Toshiba over the course of 12 months. Chesterfield BOROUGH COUNCIL Our 10-year relationship with Chesterfield Borough Council is designed to save the council 4 million over the lifetime of the partnership. We improved collection rates for Gumtree by more than 200% year on year. Heritage arvato s parent group Bertelsmann, the world s most international media company, is a financially robust and independently owned company with revenues of 15.8bn. This brings additional global resources, strength and stability to arvato s outsourcing partnerships. Bertelsmann is predominantly owned by non-profit foundations, including the Bertelsmann Stiftung, which promotes understanding and develops solutions for education, economic, social, health and international issues. The Bertelsmann Essentials, our corporate values, help set arvato apart and include: partnership, entrepreneurship, creativity and citizenship. We operate as an extension of our clients organisation, respecting their needs and culture, and developing a collaborative, flexible, long-term approach to partnership. 1 2

3 Partnership Our client partnerships are based on mutual trust and respect, and collaboration. We maintain an open and honest dialogue, involving and engaging our partners at all levels. We believe in sharing the risks and rewards, and investing in people, infrastructure and facilities for the future. This long-term thinking cultivates enduring relationships that deliver sustainable business results for our clients. Public Sector The UK public sector is a long-term strategic focus for arvato. Today, arvato has nearly 500 UK-based public sector clients, including local government, central government and education organisations, and supports more than 700,000 citizens across the UK. arvato s approach focuses on devising a tailored solution specifically designed for each client. This flexibility is transferred into a collaborative working relationship that continually evolves to address new financial challenges, as well as innovative delivery models. A signature arvato culture is developed of private sector efficiency combined with a genuine public sector ethos that puts the interests of our public sector clients and their citizens at the centre of all we do. arvato works across local and central government and understands the unique challenges that each sector faces. Entrepreneurship Our people are given the freedom and responsibility to act in the best interest of our clients. This enables us to respond rapidly to new opportunities and challenges; to take decisions at a local level; and to seek out continual improvements that drive performance. This entrepreneurial ethos helps promote a passion and enthusiasm among our people for our work and our clients business. Central Government The fundamental reforms of public services, aimed at delivering savings, involve step changes, such as greater working across departments, sharing resources and pooling buying power to secure economies of scale. arvato has experience of working for central government, for example Credit Solutions, an arvato company, was recently awarded a 4-year contract with the Department for Work and Pensions. We are also able to leverage our business expertise, gained from working with highly regarded global businesses for more than 50 years, to transfer proven private sector knowhow to central government. In the arena of effectively sharing services, streamlining the processes of complex operations, and delivering significant cost efficiencies, arvato is a true world leader. Creativity arvato fosters and promotes a spirit of creativity and innovation. Our people are actively encouraged to propose new ideas that will not only meet, but exceed our clients expectations. We bring together best practice, based on our global experience, with a deep understanding of our clients business to create new approaches and ways of working that give our clients a real competitive edge. Citizenship Good citizenship is deeply rooted in our corporate culture with the ambition of creating a better, fairer society. We set the highest ethical standards for our company and our clients. We are also aware of our broader obligations towards treating our employees with care and respect, getting closely involved in our local communities and protecting the environment. Local Government arvato has entered into a number of long-term strategic public-private partnerships to deliver a range of customer services, revenues and benefits services, strategic and transactional HR services, financial management and ICT services. We have raised service performance and resilience, and introduced innovations to enable process efficiencies and cashable savings. In total, more than 1,100 public sector employees have TUPE transferred to arvato. In doing so, we have implemented successful transformation and change strategies that have retained the knowledge, expertise and loyalty of staff. During the transitional phase and throughout the life of the contract, we have met agreed key performance indicators, while improving service quality and access for local citizens. Education arvato runs effective working partnerships with many education organisations, including universities, secondary and primary schools. We have developed successful ICT solutions that have helped improve administration and the curriculum within institutions. We have also provided customised payroll and HR services, which have delivered accurate and efficient processes and procedures. We deliver payroll and HR services to over 300 schools, colleges and universities. We are consistently rated as excellent in all inspections and categories. 3 4

4 Scope of Customer Service Revenues Benefits ICT Financial Management Payroll HR Customer Service Network Contact Centres One Stop Shops Citizenlinks Enquiry Points Cashiering Channel Shift Strategies Self Serve/On Line New Media Channels Council Tax and Business Rates billing Collection & Recovery Rent Processing & Collections Corporate Billing Income Control System Support Training Housing and Council Tax Benefits Assessments and Payments Benefit Take-up Benefit Fraud Investigation Document Scanning and Indexing IT Infrastructure IT Service Desk IT Applications, Systems Development IT Training Business Applications Support Consultancy ICT Procurement Accounts Payable Processing of: external supplier invoices and credit notes Council, school and other staff expenses and allowances Statutory returns (eg CIS) Accounts Receivable Financial Reporting and Controls Finance and Procurement Procurement Calculation and payment of: wages salaries pensions p60 s statutory returns Expenses and mileage claims for Councils, private companies schools and Academies All HR (policies, recruitment, training) for both scoped and arvato staff Strategic HR Managed Information Professional HR CRB Checks Sickness Monitoring Changes to terms and conditions Statutory Returns Data Collection Policy Development Organisational & Workforce Development Transformation & Change Project Management BPR Consultancy Training Training Accredited training E-learning programmes Management development Induction programmes Occupational Health Health advice to managers and employees Certificated lean six sigma courses Print & Design Print, finishing and design services Copy centre CD/DVD production Digital photography Braille and large format printing Reprographics Delivered to Schools Payroll CRB Administration Expenses Occupational Health IT Collection & Billing Census Administration HR QMS/EMS Charter Mark 5 6

5 PARTNERSHIP PROFILE: CHESTERFIELD BOROUGH COUNCIL PARTNERS SINCE 2010 PARTNERSHIP PROFILE: EAST RIDING OF YORKSHIRE COUNCIL PARTNERS SINCE 2005 Accelerating evolution, achieving success In 2010, Chesterfield Borough Council became one of the first district councils to outsource services by agreeing a 10-year partnership with arvato worth 40m, described as truly pioneering at district council level. being delivered by the partnership include a range of financial, customer, information and property services. In addition to delivering 4m savings over the course of the partnership, arvato has committed to invest 1.7m in technology and infrastructure to transform services. As part of the successful TUPE transfer of 170 Council employees, arvato and the Council focused on building an early understanding of the culture of the partnership. The partnership has already garnered many national awards, including winning Best Public Sector Outsourcing Project of the Year at the National Outsourcing Association Awards in November 2011, where the judges were impressed by arvato s transparent approach to service delivery. The partnership was also highly commended in the Partnership in Professional category in the inaugural 2011 LGC Business Partnership Awards; was shortlisted for the Public-Private Partnership award at the 2012 LGC Annual Awards and was recently shortlisted for the National Government Opportunities (GO) Awards which celebrate excellence in public procurement in the category of Best Service Award - Medium and Large Businesses. Number one performer East Riding of Yorkshire Council, one of the largest unitary authorities in England, is home to more than 337,000 residents across 930 square miles. On behalf of the Council, arvato has been successfully delivering customer service, revenues and benefits, occupational health, training, payroll, creditor payments, print and design and ICT services since As part of a seamless transition of services, over 500 staff transferred to arvato on their existing terms with no redundancies or redeployments. From the start, the partnership has focused on exceeding its performance targets, and achieving high levels of customer satisfaction. The partnership s performance places the Council as one of the top unitary authorities, collecting in excess of 150m per annum in Council Tax. arvato is also supporting the Council s ambition to remain a top 10% performing council in England. Together, arvato and the Council have won numerous public sector accolades for Best Public-Private Partnership and the Audit Commission has described it as exemplary. 7 8

6 PARTNERSHIP PROFILE: SEFTON METROPOLITAN BOROUGH COUNCIL PARTNERS SINCE 2008 PARTNERSHIP PROFILE: SLOUGH BOROUGH COUNCIL PARTNERS SINCE 2012 Transforming services, lives and the economy In 2008, arvato agreed a 10-year contract worth 170m with Sefton Metropolitan Borough Council in Merseyside to deliver a wide range of customer service, finance and information services. The objectives of the Council included transforming services, increasing performance while reducing costs, improving public perception of the Council, and regenerating the borough. To support delivery of the services, over 450 public sector staff were TUPE transferred to arvato on their current terms and conditions. During the lifetime of the partnership, arvato will be delivering over 20m in cost savings, with an immediate 10% reduction in costs from day one, achieving top quartile service performance within five years and delivering all services from Sefton. The partnership has invested over 4m in new IT Infrastructure and facilities for Sefton including designing and developing a new data centre, equipping a modern new building and creating an innovative new business facility for meetings and training. Going for growth, sharing services In April 2012, arvato embarked on a 10-year public-private partnership with Slough Borough Council to provide revenues and benefits, payroll, finance, HR and logistics services. Under the contract, arvato will be delivering 26.5m in savings and investing 3.8m in transforming infrastructure, technology and services. arvato will also help develop a Thames Valley Transactional Service Centre as a shared services hub to support delivery of Council services, and to offer transactional solutions to other public and private sector organisations. This will bring in significant new investment to the local economy, and generate additional employment and career development opportunities for the people of Slough. arvato has also guaranteed the creation of 100 apprentice positions, who will be trained to NVQ Level 2 in contact centres. Councillor Rob Anderson, Leader of Slough Borough Council said, The council is committed to protecting front line services, looking for innovative ways to save money and drive efficiencies. Our collaboration with arvato represents an innovative approach that will safeguard local jobs, maintain high service levels, and secure new investment into the local economy, as well as providing our staff with a fantastic opportunity to develop their careers. 9 10