Serco Behaviour and Attendance Team at Education Bradford developed Behaviour and Attendance Collaboratives (BACs) across the Bradford district to support a “community of schools” with a collegiate responsibility for meeting the needs of young people in their area. BACs set targets to reduce exclusions for all pupils with particular focus on vulnerable children. A headteacher who represents 29 secondary schools in the Bradford area described the initiative “as one of the most powerful opportunities available to schools to bring about change”. The initial targets were exceeded across the board bringing real impact to young people.

e-Borders is central to UK government on transforming border control to ensure greater security, effectiveness, and efficiency. Successful delivery by Serco of the e-Borders programme against a backdrop of changing customer requirements, tight deadlines and major shifts in global aviation and transport is a huge challenge. The e-Borders team of people from across Serco Civil Government, Solutions and Consulting has been working incredibly hard to ensure we deliver on our promises and that the programme remains on schedule. They have worked tirelessly to meet changing programme requirements and meet our customer commitments, regularly working long shifts and weekends, often at the expense of family or social life. From across Serco this has been a true team effort to deliver on our promises.

In November 2008 Emma Reddington volunteered to support the design and implementation of a grading process for the Dubai Metro. This was critical to enable the recruitment of up to 5000 people over three years. Two other colleagues had tried to create such a process without success. On arriving in Dubai Emma found that line managers and human resources were recruiting using three different grading structures which had to be addressed very quickly. She had to build credibility with line managers whilst having difficult and robust conversations. Within two weeks she completely reviewed and revamped the grading structure, not only with the support and buy-in of line managers but also proving the cost benefit analysis of this approach with the Finance Director. Whilst working in Dubai Emma managed to juggle a number of other projects ensuring each one was completed in her usual exemplary way.

Eric Pearson joined Serco in May 2000 after 35 years working in the prison service, with this extensive experience Eric was appointed Senior Investigations Officer. Things go wrong in criminal justice operations and companies are judged not by the fact the incident occurred but how they respond and prevent re-occurrence. Eric’s role is to establish the causes and in turn help prevent such incidents re-occurring. One example is the aftermath of the tragic death of Adam Rickwood, the youngest child to die in custody. Eric played a critical role in not only taking the managerial strain during the investigation but supporting the management team and colleagues directly involved through their own grief. Three years on Eric continues his support role as the legal process is still ongoing.

The team at Phoenix’s Goodyear Air Traffic Control Tower in Arizona was judged first out of 240 federal contract towers as one of the safest, most courteous and professional air traffic providers in the nation with an unprecedented 12 year record of directing more than 1.6 million error free take-offs and landings at the fourth busiest single runway airport in the United States. Additionally, Team Goodyear was honored to receive the 2007-2008 Serco-NA Air Traffic Facility of the Year and the individual Air Traffic Controller of the Year awards. Their commitment to performance excellence and customer service has brought Serco national recognition and has helped to establish Serco’s reputation as an outstanding partner with the FAA in providing contract air traffic control services.

Serco Northolt 32 Squadron Sponsored Reserves (SR) is a unique collaboration between Serco and the Royal Air Force. Serco has a highly dedicated team of 27 aircraft engineers who provide technical support to aircraft of No.32 (TR) Squadron deployed in support operations in Iraq and Afghanistan. Based in Muharraq in the Kingdom of Bahrain a team of 8 engineers maintain aircraft 24 hours a day 365 days a year. The teams outstanding resourcefulness was recently demonstrated when the undercarriage of an aircraft collapsed during landing in Basra, Iraq. Four of the team were flown from Bahrain to recover the aircraft. No hanger was available so the repairs had to be done in the middle of the fully working airbase. The team successfully achieved the task of recovering the aircraft back to Northolt despite being under constant threat of mortar fire and operational aircraft which exacerbated the heat, noise and dust.

Pichet Samarapoom joined Serco Dubai Metro from Bangkok making it his first role outside his home country. Coupled with this and a relatively modest command of English he had much to overcome. Through his determination and sheer hard work he has overcome considerable professional and personal challenges whilst showing remarkable calmness and professionalism. Pichet has taken ownership of the recruitment of staff from far east Asia and has taken personal responsibility for the welfare of his colleagues providing technical expertise through openness and good humour. Now he has moved his young family to Dubai he makes every effort to meet up with new colleagues, helping them settle comfortably in their new surroundings.

During 2008 the Project Align Team, within the NTCC programme, brought together a range of people and technical skills of the Network Services team in Stockton and the Roadside Infrastructure design and build skills at Quinton to successfully deliver a difficult and complex project. Issues encountered early in the programme were overcome through dedicated resourcefulness and commitment. In particular recognition needs to be given to the Static Network Database team, the software design and development team, the traffic engineering team, the control room team and the infrastructure team. Project Align has enhanced Serco's reputation and the NTCC within its client base showing how commitment, skill and enthusiasm can deliver outstanding results.

The provision of Surface Finish Services to the Royal Air Force (RAF) is a new contract involving the delivery of painting and finishing services at 16 sites, supporting and ensuring the availability of 15 different aircraft platforms and supporting the RAF’s vehicles and ground support equipment assets across the United Kingdom. From the outset the contract was recognised by the Divisional Executive Team as one of the most challenging and complex transitions undertaken and would require significant resource and commitment. A team was set up covering three key pillars in transition. The team was unwavering in their execution and their flexible approach ensured the multi-site programme remained on track and was completed to schedule and under budget.