We’re proud to announce that ArvatoConnect, in partnership with the Department for Education (DfE), has been Highly Commended in the Best BPO Partnership category at the CCA Excellence Awards 2025.
This commendation is particularly special to us because it came through a nomination from our client, the DfE. Being put forward by the very organisation we work so closely with is one of the highest honours we could receive. It reflects not just the service outcomes we deliver every day, but also the strength of the relationship, trust, and collaboration we’ve built together over the past few years.
A partnership built on shared goals
Our partnership with the DfE began in 2021 when we were selected to transform their existing National Contact Centre into a future-ready Customer Engagement Centre (CEC). The vision was clear: to create a more consistent, flexible, and digitally enabled service that would better meet the needs of citizens, employers, training providers, and education organisations across England.
Since then, our teams have worked hand in hand to deliver against that ambition, not just meeting, but consistently exceeding service level agreements, introducing innovation, and embracing change. Over the last 18 months alone, we’ve jointly delivered six new service lines, successfully transitioned to the DfE’s own omnichannel platform, and flexed quickly to support urgent Government initiatives, such as the response to the RAAC school closures in 2023.
None of this would have been possible without a truly collaborative approach. From day one, we embedded a strong governance framework that has enabled seamless communication, rapid decision-making, and continuous improvement. Whether it’s through daily operational huddles, strategic relationship councils, or regular innovation sessions, we ensure that we’re not just working for the DfE – we’re working with them, as one team.
Driving innovation and delivering results
Innovation and agility have been key to the success of this partnership. Working alongside the DfE, we’ve introduced practical improvements that have delivered real impact, such as:
- Operational agility: Creating a rapid response team capable of pivoting quickly to new service requirements.
- Service quality improvements: Streamlining customer journeys to improve first-contact resolution and significantly reduce the need for follow-ups.
- Technology transformation: Supporting the major shift from platform to platform – a complex nine-month programme that was delivered collaboratively and successfully.
Our performance management approach, underpinned by ISO-accredited frameworks, ensures we keep moving forward. We don’t just measure performance; we act on it, driving continuous improvements based on feedback, customer insights, and frontline ideas.
A recognition of what we stand for
Our mission is to deliver smart, innovative, and socially conscious solutions that create positive outcomes for our clients, their customers, and wider society. The success of our partnership with the DfE is a shining example of that mission in action.
Being Highly Commended at the CCA Excellence Awards 2025 is a proud moment for everyone involved – from the operational teams on the ground to our strategic leaders behind the scenes. It reflects the passion, commitment, and expertise that go into every interaction, every innovation, and every improvement we make.
Most importantly, it reinforces the importance of true partnership. This achievement isn’t just ours; it belongs to both ArvatoConnect and the Department for Education, and to the shared vision we continue to bring to life every day.
We’re incredibly proud to have been Highly Commended alongside the Department for Education at the CCA Excellence Awards 2025. This recognition is a testament to the strength of our partnership, the commitment of our teams, and the shared passion we have for delivering outstanding service. It means even more to us because it was the DfE who nominated us – a real reflection of the trust, collaboration, and positive outcomes we’ve built together over the last three years.
Greg Jones, Director of Operations, ArvatoConnect
A huge thank you to our incredible teams at ArvatoConnect and to our colleagues at the DfE for your trust, collaboration, and shared commitment to making a difference. We’re excited for what the future holds and look forward to building on this success in the years ahead.
You can see the full list of winners here.
