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Citizen Services

Through our case management and workforce development services, we have set the standard for large-scale, high-volume programs that deliver 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 government departments and contact centers to the administration of flagship employment and health programs, from the provision of complex case management and finance services to the operation of local waste management and leisure services.

We help governments to drive cost-efficiencies and meet rising expectations 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 enterprises to manage local delivery.

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

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Citizen Services in North America

Serco has set the standard of excellence for large-scale, high-volume programs that deliver vital citizen services in areas including healthcare, immigration, retirement benefits, and intellectual property.

As service delivery specialists, we work to make government services more efficient, responsive, and customer friendly. We understand the often complex regulatory and security requirements of executing government programs. We are known for standing up programs quickly, assembling and training highly qualified teams, and delivering to well-defined service level metrics.

Serco has become the go-to partner for high-impact digital government service programs that require pulling together people, processes, and technology under very tight time frames. Our methodology ensures that vital government programs are stood up on time, and on schedule, and then build continuous improvement into ongoing operations.

Serco offers:

  • World-class process expertise that enables Serco to apply best practices from the most innovative and successful programs.
  • Proven ability to scale from start-up to millions of flawless transactions in a matter of months.
  • Unmatched program visibility with tools that provide our customers with real-time insights into progress and performance metrics.
  • Focus on the customer experience that aligns government services with heightened expectations of citizens to achieve excellent and convenient customer service.
  • Small business support as an award-winning partner that has helped small and disadvantaged businesses to learn and grow with Serco.


  • We support many of the most high profile services to citizens in North America, including the availability of health insurance under the Affordable Care Act and continuous improvement in processing patent applications for the U.S. Patent and Trade Office.

  • We pioneer technology-led process and service improvements within case management, for example, we process over 3,400,000 patent applications with 100% timeliness, increase classification accuracy to over 97% and improve routing accuracy by over 38%, handling a 300% increase in applications in the last 20 years for the US Patent and Trademark Office.

  • We have successfully trained millions of learners, including developing critical safety inspection training for 5,000 Federal Aviation Administration inspectors, and supporting Explosives Safety, HAZMAT and Munitions certification training for over 161,000 Department of Defense personnel.

  • Since 1986 we have provided full training lifecycle support for Immigration and Customs Enforcement (ICE), training more than 400,000 DHS students in all areas, including 71 days of performance-based training for Special Agents working at Homeland Security Investigations, as well as a 17-week curriculum for new officers in Enforcement and Removal Operations (ERO).

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The value we bring...

Transferable Global Experience

Serco provides citizen services around the world, from the administration of flagship employment and health programs, such as the Work Program in the UK, to managing government departments, running administration services for the Australian Tax Office, and Driver Examination Services in Canada. We deliver essential support services to local and national governments, including complex case management, contact centers, finance, and information technology services. We also manage sport and leisure facilities and operate waste and environmental services on behalf of local authorities.

Public Service Ethos

Many of our people have joined us from the public sector and a public service ethos runs through our organization. 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. 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 optimize 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 programs and public facing services, such as contact centers 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 institution 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 centers and use digital technology to enable self-service and meet the expectations of the new generation of digitally empowered citizens. We also use robotic technology to cut operational costs and reduce mistakes.

Citizen-centered, Outcome Focussed

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

Trusted Partnership

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

Scalable and Customized Solutions

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

Full Service Integration

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

Strong Governance & Risk Management

Improved corporate standards, organization-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 and behave. 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: