Immigration

Treating people in our care with dignity and respect in a safe and secure environment.

Protecting borders and managing controlled immigration

Serco is a world leading provider of border control and immigration services. Our capabilities span the immigration cycle, from surveillance and border control to the processing of asylum applications, from the management of detention centres to the provision of welfare support in the community.
 
We help governments meet the challenge of managing immigration by applying intelligence, strengthening border controls, sensitively managing people, working in close partnership with not-for-profit organisations to deliver housing and welfare support, and delivering efficiencies through the system that reduce cost and enable the swift repatriation or successful integration of migrants into society.

Driven by a strong public sector ethos, all of our immigration specialists are trained in and committed to ensuring the wellbeing, safety, compassion, and respect for the people entrusted to our care.

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Immigration Services in Asia Pacific

Serco is a leading provider of immigration services in Asia Pacific. Our services include the management of detention centres, transporting and escorting people locally, domestically and internationally, and the provision of support services for people while their immigration status is being resolved with government immigration departments.

We contribute to the Government’s commitment to national security, with a demonstrated ability to be flexible and responsive to meet the needs of a dynamic onshore detention network with increasing operational complexity, while ensuring those in our care are treated with dignity and respect.

Highlights

  • In Asia Pacific, we have delivered immigration services since 2009, working with the Australian Department of Immigration and Border Protection (DIBP) as the national onshore immigration detention service provider.
  • Over the term of our contracts, we rapidly adapted our operations to meet the needs of a network experiencing unprecedented growth. Within a 24 month period, the network expanded from five facilities to more than 22 sites across Australia. In contrast, in 2015 the average number of detainees across the immigration detention network reduced by 68%, while the demographics of detainees changed significantly, resulting in an increasing proportion of higher risk detainees, and those with special needs.
  • More than 8 million program activities have been delivered across our sites, including cultural cooking and sporting activities, and more than 20 million nutritious meals have been served, catering to the individual needs of those in our care.
  • We currently employ more than 2,000 specially trained staff, who speak more than 25 languages to deliver a safe, secure service and treat those in our care with dignity and respect. Last year we delivered 8,000 training activities across 22 courses to employees.
  • In 2016, we introduced a new online detainee management solution for the Australian Border Force to automate real-time information on all aspects of services to people in our care, Serco Care Manager.
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The value we bring...

Transferable Global Experience

Serco has the broadest base of immigration expertise across the world. This means we can transfer best practice across geographies, as well as tap into technology solutions and capabilities from our other operating sectors. We have an international Justice & Immigration Centre of Excellence dedicated to maximising the benefits of this.

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 and select our people to reinforce the values to which we aspire. We invest in training to help them live those values day-to-day. All of our people are trained, motivated, and empowered to make a positive difference beyond meeting the basic requirements of the contract. We work closely with the communities we serve and employ local staff.

Expert and Empowered People

The scale of our combined immigration operations means we are able to attract the best specialists in the sector. We empower our people to deliver, and train them to bring compassion and respect to the people entrusted to our care.

Ability to Test and Innovate

We bring innovation to the management of our services and leverage technology across every aspect of our operations, from surveillance to data analytics.

Citizen-centred, Outcome Focussed

Serco is committed to treating the people in our care with dignity and respect in a safe and secure environment. Our staff work hard to ensure the wellbeing of people in administrative detention, responding to their cultural, religious, and individual needs.

Trusted Partnership

We operate as an integrated part of the overall border protection and immigration system. We work in partnership with government agencies, and voluntary and community organisations to provide welfare support and facilitate the successful integration of migrants into society.

Scalable and Customised Solutions

Our global spread, deep expertise, dynamic culture, and flexible operating model allows us to rapidly scale-up and deliver critical services to a high quality standard. We design, customise and flex services according to customer need. 

Full Service Integration

We provide seamless, integrated immigration services including facilities management, security, transport and escort, welfare and engagement, business services, and garrison services such as catering, cleaning, stores management, and environmental management.

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 which govern the way we operate. Almost all our contracts include measureable KPIs by which we track and drive performance.

Contact us for further information on Serco’s Immigration services: