Citizen Services

From contact centres and complex case management to the administration of flagship employment and other government programmes, we are committed to delivering better government services to citizens.

Delivering better government services to citizens

Serco is relied on to deliver a wide range of government services to citizens around the globe, from the management of contact centres to the administration of flagship employment programmes, from the provision of complex case management, technology and finance services to the operation of local waste management and leisure services.

We help governments to drive cost-efficiencies and meet the rising expectation for improved public services. We do this by streamlining frontline and back-office processes and using digital technology to facilitate self-service and increase convenience. As expert service integrators, we form effective partnerships with small enterprise to manage local delivery.

Our citizen-centric approach and empowerment of our people enable us to design better services, which are personalised to individual needs and offer a better experience.

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Citizen Services in Asia Pacific

In Asia Pacific, we help federal, state and local governments provide a range of better public services to citizens for less. We do this through our world-class complex case management, contact centres, back and middle office services, our management of parks and gardens, and more. 

We help the Victorian Department of Justice and Victoria Police to improve road safety by encouraging positive change in driver behaviour through our road safety camera services. We assist passengers throughout New South Wales and Western Australia to travel on our public transport networks by answering 2.5 million calls from commuters each year. We reduce the burden of bureaucracy on government and citizens through our operation of four contact centres across Australia for a federal government revenue agency, each year handling 3.6 million calls and processing 660,000 letters and forms.

In everything we do, we address our customers’ needs through innovative design and efficient delivery of service solutions, utilising technology and efficient, agile operational models. This enables us to help governments meet the growing demands placed upon them by digital transformation, empowered citizens, growing populations, and the need to do more and deliver quality services with less.

Highlights

  • We have seven government contact centres in operation across Australia located in Western Australia, Victoria, Queensland, New South Wales, and Tasmania.
  • Each year in Australia we process 56 million citizen service interactions, 15 million telephone calls, 4.2 million forms and letters, 37 million website interactions, and 3 million road safety incident images.
  • We manage 500 hectares of Melbourne’s CBD open spaces, attracting more than 3 million visitors to Fitzroy Gardens each year. We maintain more than 4 million square metres of grasslands, turf and medium strips, and more than 300,000 square metres of floral beds.
  • Each year we log 146,000 passenger feedback comments, and process 164,000 forms on behalf of state government transport departments.
  • For one government customer, we delivered a channel shift of 10% reduction in voice calls and 15% increase in customer feedback online, resulting in significant savings.
  • We bring together experts in project, risk and operational contract management, transitioning, recruitment and training, workforce management, and digital delivery of citizen services to develop a unique, tailored solution for every situation.
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The value we bring...

Transferable Global Experience

Serco provides citizen services around the world, from the administration of flagship employment programmes, such as the Work Programme in the UK, to managing administration for government departments, Local Authorities in the UK, and Driver Examination Services in Canada. We deliver essential support services to local, state, and national governments, including complex case management, contact centres, finance, and technology services. We also manage sport and leisure facilities and operate waste and environmental services.

Public Service Ethos

Many of our people have joined us from the public sector and a public service ethos runs through our organisation. We manage our people and select new people to reinforce the values to which we aspire. We invest in training to help our people to live those values day-to-day. Not only are we committed to contract targets, we actively seek to improve the experience of citizens, to ensure greater satisfaction and to ensure confidence that public funds are being put to the most effective use. We model, measure, and manage to optimise the service, resulting in better value, better quality services for the citizens we serve.

Expert and Empowered People

We employ and empower the best digital experts who understand the citizen experience and can provide joined-up thinking to design effective government programmes and public facing services, such as contact centres and complex case management. Our teams are recruited locally and we actively seek to provide work opportunities to young people and the long-term unemployed.

Ability to Test and Innovate

As public service specialists, we are focused on constantly improving the efficiency and quality of our services. We achieve this through the transfer of best practice, the implementation of lean management practices, and the introduction of new service innovations. We use data analytics to predict demand and inform better service design. We operate multi-channel contact centres and use digital technology to enable self-service and meet the expectations of digitally empowered citizens. We also use robotic technology to cut operational costs and reduce mistakes.

Citizen-centred, Outcome Focussed

We apply a citizen-centred approach to the design of our services with the ability to think through and deliver frontline to back-office solutions that deliver better services personalised to individual needs. Good system design also simplifies processes, making it easier for citizens to access services, reducing mistakes and improving efficiency.

Trusted Partnership

We aim to be trusted partners of government, citizens, communities, and the organisations we work with. We demonstrate accountability, bring deep understanding and form close relationships. Often we integrate seamlessly into government organisations, acting as an extension of them, not just a contractor. We also form close partnerships with small business and Non-Governmental Organisations.

Scalable and Customised Solutions

Our scale provides us with the ability to repurpose and mobilise resources at short notice to meet surges in demand, whilst ensuring quality is not compromised.

Full Service Integration

As an effective integrator of services, we coordinate and partner with customers, small enterprise, and local community and voluntary organisations, to manage local delivery. We support partnership working by being fully transparent within our contracts and providing real-time performance data.

Strong Governance and Risk Management

Improved corporate standards, organisation-wide training, clear operating procedures, and disciplined management processes help ensure strong governance, risk management, operational excellence, clear accountability, and excellent performance. The Serco Management System defines rules that govern the way we operate. Almost all of our contracts include measureable KPIs by which we track and drive performance.

Contact us for further information on Serco’s Citizen Services: