Our Policies

The Serco Management System (SMS) is the Group's management framework which describes how we do business.

It defines the rules which govern the way we operate, deliver our strategy and the way we behave.

At the heart of the SMS are 12 Group policy areas (made up of 15 policy statements) and 23 Group standards that define the minimum, mandatory standards expected of all employees, enabling us to assure good governance and behave consistently across our business.  It is global in application, and all divisional and local management systems are incorporated into it.

The SMS is applied in the context of our Values and endorsed by the plc Board.

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By operating within the SMS, we make sure we:

  • have clear levels of accountability and governance
  • embed our values and expected behaviours in everything we do
  • operate consistently in order to driving efficiency
  • support and build our reputation
  • ensure that we operate with honesty and integrity

Policy Framework

Our policy framework comprises four levels of documentation:

Level 1: Policy

A statement of intent, signed by the Group Chief Executive and approved by the Serco Group plc Board, which defines our commitment in the policy area and applies across the Group.

Level 2: Standard

This sets out the minimum we must do to fulfil a policy commitment, it details the processes and controls that must be in place and who is responsible for doing it.  A Group Standard applies across the Group

Level 3: Standard Operating Procedure (SOP)

A standard operating procedure (SOP) provides additional in regard to the steps we must follow to address a particular aspect of a Group Standard.  Each SOP  is clearly defined as applying either Group-wide or to a country, division, business unit or contract.

Level 4: Supporting documents and forms

These are documents, forms and other materials referenced in our policies, standards, processes and SOPs.

We have a clear and robust governance process to authorise our policies and standards, and any regional or market enhancements to them.

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Detailed below are our Policy Statements:

Our Policies

These documents are also available in Arabic, Brazilian Portuguese, Chinese, Dutch, Flemish, French, German, Italian, Polish and Spanish.  If you wish to receive policy documents in any of these languages, please contact generalenquiries@serco.com.