Serco sweeps Auscontact State Excellence Awards, demonstrating operational leadership and innovation that puts user experience first

The Auscontact Excellence Awards feature annually as the most prestigious event for Australia’s contact centre industry. The Awards celebrate best-in-class performance across Customer Service, Contact Centre operations, Customer Experience, and Employee Experience.

Serco is proud to share that our people and contact centres have been recognised with four 2025 State Award wins and three Finalist rankings.

Serco Disability Services Contract Team

One team, four accolades, and a single clear mission – to provide inclusive, useful, customer-centric service to callers. Our Disability Services contract team’s Madelyn Renshaw took home Team Leader of the Year at the Victorian Auscontact State Awards, and colleague Tanya Hayes was recognised as Finalist for Centre Manager of the Year.

For Serco’s unwavering focus on customer experience and the employee experience driving it, our Disability Services team were thrilled to also be named State Winners for Customer Experience Initiative of the Year – Leadership Transformation (Kristie Holliday), and Employee Experience Initiative of the Year – Mental Health and Wellbeing (Jeff Cullen).

Serco Victoria Police Contract Team

Serco’s team operating Victoria’s Police Assistance Line and Online Reporting services were also recognised at the Victorian Auscontact State Awards with dual honours. For her inspiring commitment to operational safety and continuous improvement, Amy Elste was named Finalist for Operational Support Professional of the Year, and together, our VicPol team achieved Finalist ranking for Contact Centre of the Year.

Having recently extended our partnership with VicPol, Serco is proud to have delivered a major Online Reporting platform upgrade for community members reporting non-emergency crimes, with incredible results already rolling in. These Awards recognise both customer-facing and internal investments Serco’s been co-creating with VicPol, delivering even more safety, efficiency and user experience benefits for our staff and all Victorians.

Serco Fiona Stanley Hospital (FSH) Contract Team

Serco proudly operates the FSH Helpdesk for WA’s South Metropolitan Health Service (SMHS), which responds to internal emergency calls and other information requests from across the Hospital. This year, our Helpdesk team has scored the Auscontact Western Australia Excellence Award: Employee Experience Initiative of the Year – Culture, Engagement and Inclusion!

This Award reflects Serco’s commitment to ensuring our people – the very heart of our mission to impact a better future for customers and communities – are connected, heard and empowered to deliver exceptional outcomes every day. In the healthcare space, our FSH team ensures critical patient information and support is managed with efficiency, confidentiality and genuine care, supported by inclusive partnerships, structural design enhancements and performance recognition.