News : Phase Two of Controversial Outsourcing Contract to Go Live Next Month
Nov 1, 2013 -- Phase two of a council’s deal to outsource back office functions will go live next month.
Slough Borough Council flogged off its transactional and corporate services to arvato in March last year.
Phase two will include the private company taking over existing ICT service infrastructure and delivery of customer services, which includes all face-to-face contact centre enquiries.
It will go live on December 2, and John Wybrant, arvato UK and Ireland partnership director, said: "Phase two is an opportunity to leverage our expertise to raise the standard of front-line services in Slough.
"In its first 18 months our partnership with Slough Borough Council has successfully transformed a range of transactional services - including revenues and benefits, payroll, and HR – boosted efficiency and equipped employees with new skills."
The controversial deal has been under scrutiny from councillors recently after it was revealed a maths blunder within the council turned potential savings from outsourcing the services into a bill to taxpayers.
But Roger Parkin, director of customer and community services at Slough Borough Council, insisted the deal will bring benefits to residents. He said: "Over the past 18 months arvato has shown itself to be as committed as we are to ensuring that the service to our residents continues to be delivered to excellent standards. We have a strong partnership and believe there is great potential to deliver more benefits to residents by expanding our relationship in this way."
Mr Wybrant added: "Delivering excellent customer service is fundamental to arvato’s public and private sector partnerships across the UK and globally. Phase 2 is an opportunity to leverage our expertise to raise the standard of front-line services in Slough."
Opposition councillors have called an extraordinary council meeting to demand the resignation of council leaders, in light of the financial blunder.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Running Multiple Contact Centers
The arvato services group provides international outsourcing solutions to a wide range of businesses both nationally and globally. Its clients include leading companies in the automotive, telecommunications, information technology, media, financial services, healthcare and travel industries.
Published: Monday, November 4, 2013