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Serco Institute – Middle East An international think tank – established by Serco – working to help governments develop the next generation of public service solutions for citizens.

Throughout the Middle East we work collaboratively with government, the private sector, academia, and with citizens to develop the future of public service policy, design and implementation.

Are Saudis for Saudisation?

Are Saudis for Saudisation?

A new poll shows that nearly eight in 10 Saudi respondents (79%) believe that it is important for international companies with operations in the Kingdom to reserve a specific proportion of jobs 
for Saudi nationals.

Read the research
eople think about government services and how we can measure what they feel about them

The ever-increasing number of services being delivered digitally is having a profound impact on the ways in which people think about government services and how we can measure what they feel about them

Read more in our latest report, User Experience in Government Services: The Need for a Unique Approach
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Creating a user satisfaction score fit for government services – hitting a moving target

Creating a user satisfaction score fit for government services – hitting a moving target

Read more in our latest report, User Experience in Government Services: The Need for a Unique Approach
Read the research
There is a need for a new user satisfaction measurement, designed specifically for government services.

There is a need for a new user satisfaction measurement, designed specifically for government services.

Read more in our latest report, User Experience in Government Services: The Need for a Unique Approach
Read the research
How can we design a user satisfaction metric specifically for government services?

How can we design a user satisfaction metric specifically for government services?

Read more in our latest report, User Experience in Government Services: The Need for a Unique Approach
Read the press release
KSA Government & private sector can improve services used by citizens beyond Covid-19

Press release: KSA Government & private sector can improve services used by citizens beyond Covid-19

Efficiency, quality and innovation in public services can improve if the Kingdom of Saudi Arabia continues to expand on its use of the private sector post-pandemic
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Throughout the crisis, the rapid changes in context have required equally agile policy-making and changes to service delivery by governments.

Working Together: Collaboration & Covid-19 in the Kingdom of Saudi Arabia

Using case studies of collaboration during the Covid-19 crisis, in this new report the Serco Institute explores how efficiency, quality and innovation in public services can improve if the KSA Government continues to leverage the private sector post-pandemic
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Working together: Lessons from government - private sector collaboration during the pandemic

Working together: Lessons from government - private sector collaboration during the pandemic

Using case studies of collaboration during the Covid-19 crisis, in this new report the Serco Institute explores how efficiency, quality and innovation in public services can improve if the UAE Government continues to leverage the private sector post-pandemic
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Through collaborating with the private sector to deliver public services governments can achieve

Press release: Government & private sector pandemic collaboration a model for improved services beyond health emergency

New report by Serco Institute says efficiency, quality and innovation in public services can improve if government continues to leverage private sector post-pandemic
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What is the relationship between happiness, trust and government services in the UAE?

Transformation, digitisation & happiness: Public opinion on UAE government services

What do citizens and residents think about government services in the UAE? This ground-breaking research explores what people who use them think and how they want services to evolve.
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How does the happiness of citizens relate to the quality of government services

Press Release: 90% of UAE citizens & residents are overwhelmingly happy with government services, finds new report by Serco Institute

Serco Institute’s first report focused on the Emirates finds UAE government service users happy, but wanting a more unified, personalised and digital approach.
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The ambition for service transformation is clear in Saudi Arabia

Transformation, digitisation & happiness: Public opinion on government services in Saudi Arabia

This first-of-its-kind research finds that whilst people are largely happy with the current quality of government services in Saudi Arabia, they want them to be quicker, simpler and more transparent.
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What do citizens want when it comes to government services

Press Release: New research finds KSA citizens & residents overwhelmingly happy with government services

Serco Institute’s first Middle East report finds KSA public service users are happy, but want access to be quicker, simpler and more transparent.
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Launch of the Serco Institute in the Middle East

The Serco Institute launches in the Middle East, with its first report focused on government services in Saudi Arabia.
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Who are we?

We are a team of strategic thinkers with international experience across policy, innovation and public service delivery.

Governments worldwide are facing increasing costs, demands, deficit challenges, and expectations from citizens who are in return often experiencing underwhelming user experience and inadequate public service outcomes.

In light of this, we seek to improve the efficiency of the services governments deliver; make current and future public service solutions more citizen-centric and outcome-focussed; and engage with some of the biggest societal and economic trends affecting what governments will need to deliver to their citizens in the years to come.

Work with us

We work independently and with others to create and curate innovative thinking and solutions that enable governments to improve public services.

Working collaboratively and through partnerships with government, the private sector, academia, the voluntary sector, and with citizens we develop thinking and co-create innovation that drives citizen-centred, outcome-focused, cost-effective public service solutions.

If you would like to work with us then please do get in touch via [email protected]