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“This significant cloud migration programme is one of the largest of its kind ever undertaken in the UK public sector"

David Morris

SSCL CEO

SSCL and Cintra lead major UK Government transformation to Oracle Cloud

SSCL, a leader in business-critical support services for the UK public sector, successfully led the movement of some of the largest Government departments onto the Oracle Cloud infrastructure (OCI).

Cintra, the enterprise cloud architecture specialists, were key partners working alongside SSCL and Oracle to ensure the success of this complex transformation, unprecedented in size and scale and successfully delivered despite the challenges presented by the global pandemic.

It was a large-scale, mission-critical change programme and a significant undertaking for Government clients. However it successfully unlocks even greater savings for Government, improved performance, greater flexibility and the ability to innovate more effectively across large parts of the UK public sector.

One of the largest migrations of its kind

David Morris, SSCL CEO, said: “This significant cloud migration programme is one of the largest of its kind ever undertaken in the UK public sector. Given its nature and complexity, we needed a partner with a proven track record, and this is one of the reasons we were delighted to work with Cintra.

“There are many benefits for our public sector customers – greater scope to transform and innovate and, with the launch of the SSCL Intelligent Ecosystem, we can now offer more individualised services while delivering exceptional performance across the board.”

Mark Thompson, Director of Platforms and Services at Government Business Services, said: “The Single Operating Platform is used by SSCL to deliver pay, HR, finance and procurement services to over 200,000 civil servants. The successful migration by SSCL and partners to Oracle Cloud Infrastructure plays an important part in our Shared Services Strategy to upgrade back office systems and modernise services to civil servants. Efficient, cost effective back office services, help free up civil servants to deliver for the public.”

Brendan McNamee, CEO at Cintra, added: “This cloud transformation is incredibly important  for the UK public sector, given that it will benefit so many parts of government. We now look forward to working with SSCL to support the new cloud foundations and helping to unlock the significant value this new platform will offer.”

“While the last year has been challenging, every business, across the public and private sectors, has been looking hard at how they adapt and innovate,” said Richard Petley, senior vice president, Oracle UK. “Digital technologies are key in allowing companies to do just this. SSCL’s move to using OCI will not only allow it to benefit from improved performance, but also enable it to help the wider public sector unlock new ways of working to ultimately deliver better value to the UK taxpayer.”

1.3.21

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“I am delighted to welcome IMA as a new client – this is a great start to 2021"

David Morris

SSCL CEO

Independent Monitoring Authority joins as new client

2021 kicked off to a great start for SSCL as the company welcomed the Independent Monitoring Authority (IMA) as a new client.  The IMA was set up to monitor the UK’s implementation and application of the agreements it has made with the European Union as part of the Withdrawal Bill, to guarantee the rights of their citizens living in the UK and Gibraltar.

IMA became fully operational on 1 January 2021 although SSCL had already been providing business processing support since August last year.  SSCL’s support has been on designing, building and migrating on to technology platforms, whilst adopting business process support in Human Resource, Resourcing, Payroll, Learning and Development, Finance and Accounting. SSCL will continue to work in partnership with IMA to support future business change and evolution.

David Morris, SSCL CEO, said: “I am delighted to welcome IMA as a new client – this is a great start to 2021 and testament to all the hard work in the background and during last year.”

1.3.21

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“Shared services is constantly evolving, and clients’ expectations, business challenges and the technology we use is changing faster than ever"

Matt Hurley

SSCL Director of Service Strategy and Innovation

SSCL unveils its Intelligent Ecosystem

SSCL’s latest innovative technology will help customers unlock the door to a new level of customer experience when using SSCL services.  SSCL currently provides business support services to around 550,000 public sector employees from Government, Police and Defence.

SSCL’s Intelligent Ecosystem creates a much faster user journey for our customers -more accessible services and a first class user experience. Described as a ‘gateway’, users will access SSCL’s Intelligent Ecosystem through its award winning myHub portal.  From there customers can access any application in relation to their pay, HR, finance, procurement – managing their work tasks in one place, at any time and from any location.

Matt Hurley, SSCL Director of Service Strategy and Innovation, said: “Shared services is constantly evolving, and clients’ expectations, business challenges and the technology we use is changing faster than ever. We need solutions that have longevity and our platform solution, cloud-based Intelligent Ecosystem offers just that.”

1.3.21

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SSCL maintains strong record of supporting the community in 2020

As a values-led organisation, SSCL has a strong sense of community.  At each office we have an active Employee Engagement Network who galvanise their teams to come together to support team fundraising and volunteering for a wide range of local and national charities. Here are some of the community activities SSCL took part in in 2020.

We’re proud to support the Care of Police Survivors (COPS) charity which supports the families of police officers and staff who have lost their lives whilst on duty.  It offers a range of services – from hosting local, national and on-line events to helping families build friendships and support, providing specialist counselling support through Winston’s Wish and RedArc.

In SSCL we provide a range of critical business support services for the Metropolitan Police and our teams are passionate about raising funds for COPS.  In 2020 David Parsons, Managing Director for SSCL Police & Resourcing Services, and a number of his colleagues set themselves a challenge to take part in the virtual Police Unity Tour, which had over 200 cyclists. David and team raised an amazing £6,070 for the COPS charity.

But that’s not all SSCL has raised in 2020.  Despite the global pandemic, our 2,500 employees ran, cycled, dressed-down, dressed up, held raffles, quizzes and other innovative schemes to continue to raise money for charities during the lockdown restrictions. We have also supported the local community through volunteering initiatives helping at foodbanks and supporting our neighbours who have been isolated through lockdown.

1.3.21

In total, we raised around £20,000 for local and national charities including Save the Children UK, Move the Masses, Macmillan, The British Legion, MIND, Samaritans, Down Syndrome, Children in Need, Refuge, the Trussell Trust and many more.

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“I’m immensely proud of our Knowledge and Insight Management team for winning this award."

Matt Hurley

Director of Strategy and Innovation

UK National Contact Centre awards Gold win for SSCL support team

Shared Services Connected Limited (SSCL) has won the prestigious Gold award at this year’s UK National Contact Centre Awards, recognising its outstanding support to its internal operational teams, contact centre and clients

SSCL’s Knowledge and Insight Management team was announced as winner in the Contact Centre Support Team of the Year – Colleague category, demonstrating the huge impact the team has had on SSCL’s organisation wide operational performance.

Going up against some giants in the category including Tesco Bank and Direct Line, the team was acknowledged for its innovative solution, its single customer experience interface that has reduced calls into the contact centre by as much as 90% in some areas and increased self-service by 500%!

SSCL’s myHub portal offers instant information, live webchat and chatbots providing real time help, advice and guidance serving 17 central Government bodies and up to 300,000 potential users, answering queries across HR, IT, Recruitment, Finance and Accounting services.

The implementation of myHub has seen an improved customer efforts score to 83%, improved NPS by 15 points in 2019 and first contact resolution improved by 7.6% to 92%.

Additionally, it has improved customer experience by providing accurate, timely knowledge to end-users and reduced reliance on voice and email channels for query resolution.

SSCL’s focus on enhanced Customer Experience plays a big role in its newly launched innovation strategy – to develop innovative digital solutions tailored to CX.  The strategy Shared Services your way is a move away from standardised Shared Services, says Clive Shepherd, head of SSCL Customer Experience.

Speaking about the team’s win and the positive impact myHub has had on SSCL’s customers, Matt Hurley, Director of Strategy and Innovation said: “I’m immensely proud of our Knowledge and Insight Management team for winning this award. It’s great that all of their hard work, that has had such a positive impact on the SSCL contact centre performance, has been recognised in this way.

“They have worked in a truly collaboratively manner, both with the SSCL contact centre operational teams and with our end users. Their drive, commitment and passion for their work has ensures the benefits of all of their great work, is felt by all of our customers.

“The recent upgrade to our award winning self-service platform – myHub, has been really well received. It’s a key solution that we’ll continue to develop and is fundamental to our goal of providing personalised user experiences.”

SSCL’s myHubv2 offers clients even more solutions to customer experience.

2.10.20

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“This is a project of vital national importance, and we look forward to playing our part supporting the UK back into work.”

David Parsons

Managing Director at SSCL Police and Resourcing Services

SSCL’s recruiting expertise supports DWP's ambitious new Work Coach scheme

Shared Services Connected Ltd (SSCL) has been engaged by the Department of Work and Pensions (DWP) to recruit 9,000 new Jobcentre Work Coaches as part of its ambitious plan to get the UK back to work.

In response to the COVID-19 pandemic Mims Davies, Minister for Employment at DWP, announced on 10 September a range of measures to boost employment. As a result SSCL has been tasked with sourcing 9,000 new Jobcentre Work Coaches by March 2021.

The first recruitment wave will see more than 3,000 staff in place by Christmas with starters taking up posts in Jobcentres next month. These roles will directly support employment programmes such as the £2 billion Kickstart Scheme.

SSCL, a leader in critical business support services for the largest Government departments, the Ministry of Defence and Police, is expert in high-volume, rapid pace recruitment. It will run the end-to-end process from advertising for candidates to onboarding new recruits.

As unemployment is expected to rise over the coming months, the new Jobcentre Work Coaches will play a vital role helping people find new jobs and developing new skills in the current labour market.

In just one week SSCL has received over 15,000 applications and is now testing, shortlisting and vetting candidates. Within 2 weeks of go live, we have already progressed candidates through the recruitment process and into pre-employment checking.

David Parsons, Managing Director at SSCL Police and Resourcing Services said: “This is clearly a significant undertaking for the UK Government, and we are delighted to put our expertise in recruitment on this scale to good use.

“We have already hit the ground running and in spite of the challenging conditions caused by the ongoing pandemic, we are confident of finding the best Work Coaches all over the country.

“This is a project of vital national importance, and we look forward to playing our part supporting the UK back into work.”

29.9.20

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SSCL revolutionises the contact centre journey

New Service+ solution will help improve customer journey for government clients

Shared Services Connected Limited (SSCL) announced the launch of a new workforce tool, Service+ powered by Pega Customer Service™, which will enhance the experience of government employees by creating a streamlined process to track, manage and resolve workplace queries.

The new tool, designed in collaboration with SSCL’s frontline contact centre agents, will deliver an improved customer journey to government employees across a number of large government departments and organisations, with a central platform to manage their queries.

Through Service+, SSCL agents have full visibility of the entire lifecycle of a query, enabling them to resolve cases much faster and with more accuracy. They will also be able to tailor the customer experience to specific government functions and roles. At the same time government employees will be able to use Service+ to track their query, giving them greater visibility of the process.

Service+ is currently live for HR & payroll, finance, recruitment and contact centre queries.  Later this year it will roll out more widely enabling its use for all salary and order to cash customer queries.

Matt Hurley, Director of Service Strategy and Innovation at SSCL, said: “We know it can be frustrating for employees to be passed between different contacts to resolve their queries, especially since information can get lost between departments. By implementing a more consistent and standardised approach to all inbound queries through Service+, we’re providing contact centre agents with a clearer picture of each individual’s circumstances – irrespective of the department processing it. Not only will this help streamline internal processes for agents, but it will improve the experience for government employees.”

Kieran Tarrant, Vice President, Sales – UK & Ireland, at Pegasystems, added: “Customer expectations are rapidly evolving and creating new business challenges as a result. We collaborated with SSCL to help successfully deliver Service+ and are excited to already see positive results from the integration, such as better measurement of KPIs and root causes of initial contact, as well as helping enable a consistent / standardised approach to inbound queries.”

13.9.21

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SSCL Publishes Commitment to Achieving Net Zero Emissions by 2028

SSCL adopts the UN Climate Neutral Now definition of Net Zero as “the state where a balance between anthropogenic greenhouse gas (GHG) emissions and removals is achieved”.  It will reach Net Zero defined in this way by taking the following actions:

  1. Measuring all of its GHG emissions
  2. Reducing its GHG emissions at source as far as possible; and
  3. Offsetting its remaining emissions through projects that remove carbon from the atmosphere in the long term.

The Net Zero Carbon Reduction Plan (CRP) lays out SSCL’s approach and annual progress towards its objective of achieving Net Zero emissions by 2028.

 

Baseline and Current Emissions Footprint

SSCL’s total absolute emissions (Scope 1, 2 and 3) declined by 5%, from 14,874 tCO2e (in the baseline year, 2017) to 14,195 tCO2e (in the reporting year, 2020).

The PDF version of SSCL’s Net Zero CRP provides a full breakdown of its emissions.

 

Emissions Reduction Targets

SSCL will implement a phased approach, through intermediate targets, to achieving Net Zero emissions by the end of 2028.   The Net Zero CRP document gives the milestone dates.

To support its progress to Net Zero, SSCL has adopted the following emissions carbon reduction targets, against a 2017 baseline:

  • 24% reduction in Scope 1+2 emissions per full-time employee by the end of 2020; and
  • 20% reduction in Business Travel emissions per full-time employee by the end of 2020.

We project that SSCL’s absolute GHG emissions will decrease to 11,837 tCO2e by 2025 (a reduction of 20%) and to zero by 2028 (a reduction of 100%).

 

Science-Based Targets

The Science-Based Targets (SBTs) that Sopra Steria Group has set apply to SSCL. The following SBTs are aligned to the 1.5 degree pathway and approved by the Science Based Targets Initiative (SBTi):

  • 42% reduction in Scope 1+2 (market-based emissions) by end of 2025. This is our 10-year SBT for all our Scope 1 and 2 emissions. Sopra Steria expects to achieve this target by procuring more renewable energy and through emissions reduction activities;
  • 85% reduction in Scope 1+2 (market-based emissions) by end of 2040. This is our 25-year SBT for all our Scope 1 and 2 emissions. Sopra Steria expects to achieve this target by procuring more renewable energy and through emissions reduction activities;
  • Ensure that the Group’s suppliers that account for at least 70% of its supply chain emissions control their GHG emissions by 2025; and
  • Ensure that 90% of the Group’s suppliers that account for at least 70% of its supply chain emissions have set GHG emissions reduction targets by 2025.

SBTs do not include carbon offsets.

The SBTi is currently developing a new standard for ‘Near Term’ (5 to 10 years) and ‘Long Term’ (to 2050) Net Zero, to be released in late 2021. Sopra Steria Group is one of the companies road-testing this standard.

We project that with carbon removal offsets, our GHG emissions will decrease to zero by 2028, a reduction of 100%.

Carbon Reduction Projects

SSCL maintains and continually improves its environmental management system, which is externally certified to the ISO 14001:2015 standard.

SSCL has completed or implemented the following environmental management measures and projects since the 2015 baseline year.

  • Renewable Electricity: By 2019 SSCL had raised to 100% the proportion of electricity consumed in the UK from renewable sources, reducing Scope 2 emissions to zero on a market basis.

 

  • Energy Efficiency: Measures include the replacement of fluorescent tubes with LED lighting; upgrade to more energy efficient electrical appliances; and extending the application of a shadow internal carbon price to office emissions. These measures have contributed to a 29% reduction in energy intensity (per full-time employee) in 2020 compared with the previous year.

 

  • Business Travel and Internal Carbon Price: SSCL applies an internal shadow carbon price to business travel. This facilitated a year-on-year reduction of 10% in business travel emissions per employee in Q1 of 2020 (pre-pandemic) against Q1 in 2019.

 

  • Waste Management: 100% of waste from collections managed directly by SSCL is diverted away from landfill. Over 137,000 items of single-use plastic food and drinks packaging eliminated from on-site canteens each year.

 

  • Sustainable Purchasing: To reduce the environmental impact of printing, SSCL goes beyond double-sided and “pull” printing to using “closed loop” paper made from recycled fibre. Closed loop paper requires no deforestation and uses less resources to manufacture than paper from virgin fibre: 83% less water; 72% less energy and 53% lower CO2

 

  • Carbon Offset Initiatives: Since 2017 SSCL has offset unavoided emissions from offices, business travel and data centres to become certified carbon neutral. In 2020 it migrated its offsets for offices to a new partner accredited by the United Nations Climate Neutral Now programme. This partner invests in projects that remove the primary GHG carbon dioxide from the atmosphere, particularly afforestation projects in Uruguay that create new land for trees, and that do not simply replace trees in deforested areas.  As a result, SSCL became Net Zero for office emissions while remaining carbon neutral for business travel.

 

Future Initiatives

SSCL will continue to extend its use of carbon removal offsets to all relevant sources of emissions, so that 100% of all emissions are Net Zero by 2028:

  • 2022: All operations under direct control
  • 2025: Certain indirect operations (e. waste, indirect fuel & energy, employee commuting and downstream leased assets) added
  • 2028: Indirect operations related to the supply chain (purchased goods and services) added.

The Carbon Reduction Plan for Net Zero 2028, incorporating the UN Climate Neutral Now initiative, is a key component of our wider Environmental Sustainability programme. This programme integrates our ISO14001 certified Environment System, efficient resource consumption, renewable energy, circular economy, sustainable supply chain and support for our clients with solutions and services in their transition to a Net Zero economy.

Our planned future initiatives will see investment in the installation of electric vehicle charging points and extending the upgrades to more energy efficient LED lighting.

During 2022, Sopra Steria Group and SSCL plans to embrace the new SBTi standard (to be released in late 2021) for ‘Near Term’ and ‘Long Term’ Net Zero Targets in addition to continuing with the UN Climate Neutral Now Net Zero Initiative.

Board Approval

Shared Services Connected Ltd’s Board of Directors has approved this Net Zero Carbon Reduction Plan for the Financial Year ending on 31st December 2020.

Read our plan here

30.9.21

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SSCL Highly Commended at the Business Culture Awards 2021

SSCL were highly commended at the Business Culture Awards 2021 for Best Wellbeing Initiative for Business Culture.

The wellbeing of our people is a priority for us so we are delighted to have been recognised for the work we have done to ensure we are looking after our colleagues.

The awards celebrate forward-thinking companies who have truly demonstrated their dedication to creating exceptional Business Culture. The ‘Best Wellbeing Initiative for Business Culture Category’ award recognises organisations that have advanced employee wellbeing, increasing engagement and strengthening business culture as a result, particularly during the pandemic.

We are so proud to be seen as a company that exemplifies this – this commendation is for all our people who are SSCL!

In attendance at the award ceremony last night Clare Peach, our SSCL HR Director commented: “It was wonderful for SSCL to be shortlisted for a Business Culture Award in the Wellbeing Initiative category so to receive Highly Commended is a great achievement. This award is to all of us who have supported our people during the pandemic. And to receive the fourth award in just two weeks is just amazing for SSCL. Well done to all.”

Read more here about how we look after our people.

5.10.21

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SSCL Win at CIPP Annual Excellence Awards 2021

SSCL has been recognised by the Chartered Institute of Payroll Professionals Annual Excellence Awards 2021 for the Best Coronavirus (Covid-19) Crisis Response.

Up against 16 other organisations, SSCL was named a winner with judges giving a glowing report on how SSCL managed numerous payrolls for our clients whilst supporting our people through the pandemic, referencing how quickly we moved colleagues to home working, whilst making sure we swiftly implemented daily risk logs with our clients keeping communications at the forefront of our response.

SSCL responded rapidly to the COVID crisis, prioritising the health and safety of colleagues, redeveloping our wellbeing strategy and quickly adapting our ways of working to ensure all employees could access support in a safe way.

The company’s resilience and determination to think differently enabled us to move almost 2,500 employees (approx 94%) to a home working model, including Contact Centre services within two weeks, a task which would have previously taken months or years to achieve but maintaining priority services ensuring our clients and their employees were paid on time.

​​​​​​​Kenny Morris, Managing Director for SSCL Government said in response: “Receiving this award is a fantastic achievement and a credit to everyone involved in supporting our clients and our employees through the COVID pandemic.”

7.10.21

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SSCL Wins Bronze at UK National Contact Centre Awards 2021

SSCL has been recognised as one of the best contact centres in the UK, winning bronze at the UK National Contact Centre Awards 2021.

This award celebrates our ‘customer first’ dedication that our teams display with passion on a daily basis when supporting our public sector from civil servants, police and military.

Our contact centres are at the heart of our organisation and last year alone our agents t centre handled over 2 million calls, we responded to over 183,000 emails, facilitated in over 69,000 live chats and completed over 70,000 service requests.

We increased our end users by 30,000 people between 2020 and 2021 amidst Coronavirus and even through the pandemic when we shifted our contact centres to home working we still maintained a service ensuring we focussed on our customers.

Innovation has also played a key role deploying a number of technical enhancements to evolve our clients’ contact centre journeys.

Our focus on omni-channel support has brought new features giving our customers multiple options to get any queries resolved. Our latest service SSCL Service+ powered by Pega will give end users even faster query resolution and accuracy by linking them and our departments together. Continuous improvement has also played a role in equipping contact centre employees to develop their skills.

Marco Ndrecaj, Director of SSCL Government Contact Centre Services, said: “This award fills me with pride and joy, especially when I see first-hand the Customer First behaviours that our exceptional teams display with passion on a daily basis. Through our people, our innovative mindset and best in class technology, we will continue to strive and aim for the top spot in the 2022 awards.”

27.9.21