Specialized Talent and Expertise to Support Mission Outcomes
Serco mobilizes specialized talent and expertise to support mission outcomes on a global basis. et the standard for large-scale government programs with Serco’s Citizen Services. We deliver high-volume case management, digital transformation, and workforce development to improve efficiency and the citizen experience.
The Environment & Challenge
Serco has earned a reputation as a vital resource for government organizations that need to adapt to change rapidly. In an era of high-volume requirements and complex regulatory shifts, agencies must stand up new programs and commands while maintaining efficiency, responsiveness, and security.
As service delivery specialists, we understand the pressure to modernize healthcare, immigration, retirement benefits, and intellectual property services. Serco has become the go-to partner for high-impact digital government programs that require pulling together people, processes, and technology under very tight time frames.
Case Management Services
We deliver case management solutions designed to put citizens first while meeting the complex needs of government agencies. Our platform supports the entire case lifecycle—from intake and assessment to service delivery and closure—eliminating duplication and reducing manual processes for greater efficiency.
Facilities and Asset Management
We deliver integrated facilities solutions, advanced asset management, and expert advisory support to help clients overcome operational complexity, optimize resources, and achieve resilient, future-ready environments.
Multi-Channel Contact & Call Centers
We deliver integrated contact center platforms, advanced workforce management, and expert customer engagement strategies to help clients overcome legacy technology barriers, optimize service delivery, and build future-ready, resilient operations.
Public Security
Serco supports multiple agencies within the U.S. Department of Homeland Security in areas including disaster recovery, command and control centers, IT services, and advanced technologies. Globally, Serco is a leader in immigration and asylum-related services.
How We Help: Our Solution
Serco sets the standard of excellence for large-scale programs through a methodology that ensures vital government programs are stood up on time and on schedule.We are known for delivering the following world-class solutions:
- World-Class Process Expertise: We apply best practices from the most innovative and successful global programs.
- Rapid Scalability: Proven ability to scale from start-up to millions of flawless transactions in a matter of months.
- Unmatched Visibility: Tools that provide real-time insights into progress and performance metrics.
- Customer Experience (CX) Focus: Aligning government services with the heightened digital expectations of today’s citizens.
- Small Business Support: As an award-winning partner, we help small and disadvantaged businesses grow alongside Serco.
Performance Highlights
Our results-driven approach is evidenced by our support of high-profile services across North America:
- ✓ U.S. Patent and Trademark Office: We process over 3.4M applications with 100% timeliness and 97% classification accuracy.
- ✓ Affordable Care Act: Ensuring high availability of health insurance services for millions of citizens.
- ✓ Federal Workforce Training: Developed safety inspection training for 5,000 FAA inspectors and certified 161,000 DoD personnel in HAZMAT and munitions.
Why Serco
Through our case management and workforce development services, Serco has set the standard for high-volume programs that deliver better results for governments and the citizens they serve. By combining deep domain expertise with a mission-ready digital processes, we ensure that even the most complex goals are achieved with precision and care.