Business Relationships

We aim to build long-term and mutually beneficial relationships with all those with whom we have a business relationship - our customers, our strategic and joint venture partners and our suppliers.

Business Relationships

We aim to build long-term and mutually beneficial relationships with all those with whom we have a business relationship - our customers, our strategic and joint venture partners and our suppliers.

 

Customers

Our ability to develop long-term relationships with our customers is a central part of our business model.

Day-to-day responsibility for meeting our customers' needs lies with our contract directors. Our approach to working with our customers is set out in our values, which aim to empower our contract directors and ensure that we deliver high quality service.

We maintain relationships at all levels with our customers, so they are aware of how we can help them and we can anticipate their changing needs and identify opportunities at an early stage. These relationships lie with our divisional and Group leaders.

Our reputation with our existing customers is also vital in winning new work. Many factors influence our reputation, including:

  • the quality of our service
  • our values and public-service ethos
  • our capacity to innovate, and
  • our engagement with our employees and other stakeholders, such as local communities.

We believe that our high rebid and new bid win rates demonstrate the strength of our reputation with new and existing customers.

Partners

Joint Venture Partners

Serco has a number of joint ventures with commercial partners and customers.

We have a joint venture with Merseyrail, the UK's most punctual train operator.

AWE Management Limited, our highly successful joint venture with Lockheed Martin and Jacobs Engineering Group inc., manages the UK's atomic Weapons Establishment.

In Australia, we deliver garrison support services in partnership with Sodexo to the Australian Defence Force through Serco Sodexo Defence Services Pty Limited.

We also have successful joint ventures with customers. We created GSTS Pathology (now Viapath) with Guy's and St Thomas' NHS Foundation Trust, to transform its pathology services. In 2010, King's College Hospital NHS Foundation Trust also became a partner in the joint venture. ACCESS is our joint venture with Glasgow City Council, designed to streamline and maximise the use of the Council's property and ICT assets.

Strategic Partners

We often deliver services as part of a consortium, either as prime contractor or as a subcontractor. This allows us to bring together companies with the skills to meet the precise requirements of a bid.

Our values and the open and honest way in which we work also make us an attractive partner for voluntary-sector organisations who often lack the scale and experience to access major government programmes.  Examples include, our model for providing welfare-to-work services in the UK, which utilises a network of commercial and voluntary-sector partners, and our contract to run Belmarsh West prison in alliance with voluntary-sector partners Turning Point and Catch 22.

Procurement and Supply Chain (including Supplier Code of Conduct)

Our approach to procurement at Serco has four main strands:

  • to make the most of the benefits of competitive supplier selection;
  • to optimise the efficiency and effectiveness of our processes and resources;
  • to drive sustainability throughout our supply chain;
  • and to develop positive relationships with our suppliers.

We have a dedicated Procurement and Supply Chain team which is responsible for putting this approach into practice. As part of this, they continue to enhance our systems and processes for choosing and managing our suppliers. This helps us to maximise the value of our supplier relationships, makes it quicker and cheaper for us to transact with them, and assists with understanding and monitoring areas such as environmental impact before our people make a decision to buy.

Our approach takes regulatory, statutory, ethical and sustainable factors into consideration when making decisions on the purchase of goods and the commissioning of services. Our purchasing decisions should where practicable consider whole life cost and the associated risks and implications for society and the environment.

The relationship between Serco and its suppliers is an important component to achieving high performance in our business.  In selecting suppliers, Serco works hard to choose reputable business partners who are committed to ethical standards and business practices compatible with those of Serco. Our Serco Supplier Code of Conduct, which supplements our Serco Code of Conduct, applies to all suppliers of Serco, including all of the Serco Suppliers' facilities. It formalises Serco's practices and makes clear that, recognising differences in cultures and legal requirements, we expect that wherever our suppliers are located, producing products for us or delivering services for us, that they are produced and/or provided in a manner compatible with the high standards that contribute to the reputation of Serco.

Our approach to sustainable ethical procurement is included in our Procurement and Supply Chain Group Standard. It sets out the detailed requirements and minimum expectations of our policy of sustainable and ethical procurement. Specifically, it addresses the expectation that our staff and suppliers have a natural respect for our ethical standards in the context of their own particular culture and that relationships with our suppliers are based on the principle of fair and honest dealings at all times.

The current Serco terms and conditions for the purchase of goods and/or services from suppliers are:

These terms and conditions will be periodically reviewed and updated.

Suppliers

As part of Serco's commitment to sustainable procurement, we are continually looking to improve the way that we work with our suppliers.

The full Supplier pack is available to download here: Serco Supplier Pack

eInvoicing

We have introduced an eInvoicing system which means that you can submit your invoices to us electronically. Paperless invoicing has significant benefits for you including

  • Reducing the time it takes to get your invoices to us
  • Providing immediate confirmation that your invoice has been submitted for processing
  • Enabling you to see the status of your submitted invoices on-line
  • Reducing your carbon footprint by removing paper from the process

Additional Information for Suppliers

Supplier Travel Policy

View Supplier Travel Policy - contractors

Payment queries

Contact Serco's Shared Service Centre Accounts Payable Helpdesk via +44(0)845 337 3166 or Email: accountspayable.helpdesk@serco.com.  Please note, that in the majority of cases, invoices are only paid when a valid purchase order number is supplied with the invoice.

Standard payment terms

Payment Terms are negotiated on individual agreements. Where no agreement is in place we will use our Standard Purchase Order Payment Terms.

Serco's standard Purchase Order payment terms are 30 days from the date the invoice is received by our Shared Service Centre. Download the full payment terms and conditions here

Becoming a supplier to Serco

If you are interested in working with Serco, please send your details to procurement@serco.com. Your details will be made available to the Procurement & Supply Chain team for future reference.