We do what we say we will do and if we make mistakes we put them right. These statements are part of how we describe our commitment to deliver our promise which is one of our governing principles.
To effectively manage this commitment we need to understand what we are doing and how we are performing.
Serco has always maintained a commitment to performance measurement in the services it provides. Our aims in monitoring contract performance are to measure our contribution in achieving agreed service objectives and to increase the quality of customer service and satisfaction. This commitment is detailed in our Operations Group Standard
For more details, view Serco's approach to performance measurement (PDF 46.2Kb) Please note this link will open in a new browser window.