Human Capital and
Organizational
Transformation
Solutions

Innovative approaches to enable Federal agencies to achieve their organizational and human capital goals

New Administration actions are transforming the Federal workforce, driving change and creating uncertainty across the U.S. Government. Increased demands for efficiency, productivity, and accountability have intensified the focus on the Federal workforce, requiring agencies to examine the resources needed to execute statutorily mandated functions. These new policies and mandates will continue to provide disruptive impacts to Government operations for the foreseeable future, necessitating impact analyses to agency missions and on-going assessments related to the Federal workforce.

At Serco, we thrive in times of significant change. During these periods, Serco partners with Federal agencies to strengthen their human capital programs through innovative solutions, strategic planning, and performance optimization. Understanding the importance of employees as the foundation of organizational success, Serco blends expertise and relevant tools to help drive workforce effectiveness. With a flexible and tailored approach, Serco addresses human capital management needs through four cohesive lenses – understanding What You Do, providing a focus on Why You Do It, addressing How You Do It, and implementing innovative techniques for continuous improvement (How You Excel). Our collaborative approaches empower agencies to navigate the challenges of the modern workplace while strengthening the alignment of all workforce activities with the organization’s strategic objectives.

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Our Approach

Human Capital Program Support — What You Do

Effective human capital programs are essential for achieving organizational goals by aligning human capital activities and initiatives with business strategies. These programs enhance talent acquisition and employee development and retention, ensuring employees have the skills and motivation to drive success. Strong human capital initiatives foster a positive workplace culture, improve productivity, and promote employee engagement, all of which contribute to organizational growth and competitive advantage. Through the efforts described below, Serco will assist in evaluating of your organization’s human capital programs, to include associated facilities and assets, and help develop and implement well-structured programs to optimize your workforce in the pursuit of sustained success.

Human Capital Program Evaluation

Serco uses a system of systems approach to evaluate programs, objectively assess strengths and weaknesses, and develop effective action plans to improve support to your workforce and better align human capital programs with your agency's strategic goals. This approach evaluates people, processes, and technologies, considering the culture in which changes must occur. We bring the capability to facilitate the examination of new ways of doing business to turn potential workplace disruptions into opportunities to improve services and employee opportunities.

Improve Talent Acquisition

We facilitate the attainment of a diverse and highly skilled workforce by transforming reactive functions into proactive sourcing models that comply with regulatory requirements. Our methods accelerate an organization’s ability to identify and recruit top-quality candidates today, while also addressing the emerging needs of tomorrow’s workforce.

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Workforce Development

In conjunction with workforce planning to support mission requirements, our workforce development services can provide your employees with the skills, knowledge, and abilities necessary to thrive and evolve. These services include a full suite of learning and performance solutions, to include instructional design, training through multiple media and modes of delivery including Virtual and Augmented Reality, and learning program management.

Competency Management and Assessment

Competency management can be thought of as an organizational process that identifies, develops, assesses, and optimizes the skills, abilities, and behaviors of employees within the organization. Competency models can be an important tool for recruitment and selection purposes. Serco has developed a comprehensive four-phased competency management methodology that is used as a framework to support the development of competency models and administering competency assessments to identify skills gaps. Our processes follow a multi-step, iterative job analysis methodology to identify critical competencies and target proficiency level requirements.

Human Capital Strategy & Alignment — Why You Do It

A well-defined Human Capital Strategy, aligned with organizational goals, is critical to success. By effectively managing talent and ensuring workforce capabilities and activities align with strategic objectives, organizations can enhance innovation and maximize long-term growth. Serco assists our clients in establishing effective Human Capital Strategies that align workload and workforce requirements to organizational objectives to optimize organizational performance that meets current and future business goals.

Strategic Workforce Planning

Ensuring you have the right people with the right skills to complete the required work demands a systematic approach to analyzing supply and demand, defining and documenting evolving competency requirements, and employing forecasting and predictive analytics to continuously assess and focus recruiting and retention efforts and workforce development efforts. Our team brings experience from across the Federal government leveraging innovative processes and tools to bring best of breed ideas to elevate your workforce planning activities.

Human Capital Strategic Planning

Federal agencies are required to align human capital programs to support and enable Agency strategic goals and report on progress in these areas. Serco’s Human Capital strategic planners can guide you through the process of developing measurable, achievable goals, strategies, and operating plans to support attainment of your agency’s strategic goals.

Organization & Culture — How You Do It

Establishing an effective organizational structure, culture and mindset is crucial for achieving organizational goals, as it shapes the way employees think, collaborate, and perform. A strong culture fosters alignment with the organization's mission, encourages innovation, and enhances engagement, leading to increased job satisfaction and higher productivity. Serco helps our clients pursue an optimal organizational design, assess their current culture, and transform that culture by adopting new employee mindsets and behaviors in support of a growth-oriented approach to organizational success.

Organizational Analysis and Design

Ensuring your agency is maximizing the valuable contributions of your workforce to support your mission priorities, we employ a range of specialized models and methodologies to analyze your current organizational design, work requirements, and processes to enable mission success while enhancing development opportunities for your workforce.

Cultural Alignment & Assessment

Meeting the evolving demands of the modern workforce requires understanding and, when necessary, transforming the culture of your agency to enable your employees to succeed. The best strategy is doomed to fail unless it is tailored to fit the culture of your organization. We deploy unique tools to assess, define, and if necessary, transform your organizational culture to achieve improved employee fulfillment, enhanced organizational performance, that exceeds customer expectations.

Leadership Development and Executive Coaching

Effective leadership is essential to succeed in any workplace environment. Our experienced and knowledgeable staff delivers training and professional development programs to assist current and prospective leaders in developing their leadership skills using a strengths-based approach.

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Strategic Communications

Serco conducts strategic communications planning for internal and external stakeholders to help organizations communicate clearly and effectively to varying audiences. Our deliberate communications help stakeholders understand the impact of legislation and other activities on an organization’s initiatives. Serco develops products that best support the objectives in your communications strategy, assisting with branding, designing, and drafting briefing and marketing materials to describe, explain and promote initiatives.

Continuous Improvement — How You Excel

Leveraging data analytics, driving process innovation, and fostering a culture of continuous improvement are essential to enhancing organizational performance. Using advanced data analytic techniques, established performance management tools, and a broad cadre of seasoned process improvement experts, Serco helps our clients streamline operations, provide enhanced decision-making tools, reduce costs, and improve agility in response to increasing and volatile demands. Together, these elements create a dynamic and resilient organization capable of achieving operational excellence and competitive advantage.

HR Data Analytics

Maximizing the use of data to drive decision making is a critical contributor to modernizing and evolving human capital programs as the workplace changes. Our team brings advanced technologies and data analysis subject matter expertise from across our broad portfolio of capabilities supporting a myriad of federal programs. Realizing the power of data, we leverage this expertise in new ways to enable your agency to evolve your workforce and continually attract top talent in an increasingly competitive marketplace.

HR Process Innovation

Building on Lean Six Sigma and other process improvement approaches, we analyze processes to streamline operations and apply advanced technologies like adaptive AI, machine learning and robotic process automation to reduce the burden of repetitive transactional tasks, enabling your employees to focus their efforts on more valuable, strategic tasks and allow your agency to improve overall productivity.

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Change Management

Serco has relevant expertise in both change management and change leadership. Effectively preparing for, communicating, and managing change are essential activities for organizational success. Our experts understand that Change Management (CM) is a strategic process that helps organizations and individuals within them transition from a current state to a desired future state. We also have a keen understanding of the many negative impacts on an organization resulting from poorly managed change. This includes increased turnover of personnel, reduced productivity, a decline in the quality of work, project delays, and noticeable decreases in morale.

Case Study

The Challenge

With an eye toward reducing redundancies, eliminating excessive or unnecessary costs, and maintaining competitiveness with the private sector, the Department faced the difficult tasks of developing, implementing, and assessing its people, processes, and systems to maximize the support provided by its civilian workforce to the Navy and Marine Corps. To reduce redundancies, eliminate unnecessary costs, and maintain competitiveness with the private sector, the Department developed, implemented, and assessed its people, processes, and systems to maximize the support provided by its civilian workforce to the Navy and Marine Corps.

Our Solution

This project covered the full range of human resources activities across the employee life cycle (the hire-to-retire spectrum). Specifically, Serco supported the stand-up of a Human Capital Strategy Implementation Task Force and the planning and execution of pilot projects to address critical DON civilian human resources service delivery challenges in policy, process, technology, staffing and organizational alignment. Key pilot projects focused on digital human resources, the distributed workforce, onboarding, talent acquisition, learning management, predictive analytics, and automation/artificial intelligence. Throughout the project, critical supporting activities included: (1) developing hypotheses about human resource challenges across the DON; (2) collaborating with stakeholders to define the current state; (3) assessing current data sources and metrics; (4) designing options for improvement; and (5) developing metrics to measure the effectiveness of change in functional areas.

Serco developed a guidebook for the department to improve employee onboarding (workforce capacity, recruitment and retention, work culture) and delivered recommendations for procuring a commercial-off-the-shelf (COTS) software application to support civilian recruiting efforts. We also developed recommendations for processes and tools to standardize employee position descriptions (organizational structure, workforce capacity). Several other pilots evaluated options to streamline the civilian hiring process (recruitment and retention), improve employee offboarding (workforce capacity), and improve transition planning.

Throughout our support to the DON, Serco leveraged its deep bench of functional experts for periods ranging from one week to one year, enabling the task force to rapidly respond to evolving requirements, conduct deep-dive analyses of key issues, and accommodate surges in workload. This project required a range of technical and data management skills for the various pilot projects, as well as human capital/human resource functions, all of which Serco supported from its existing workforce.

Outcomes that Matter

Serco completed over a dozen pilot projects over the course of three years and assisted in evaluating a wide range of options to improve personnel services across the DON. Serco assisted the DON in evaluating a range of process, policy, and technology changes to improve human capital and talent management services across the enterprise. As a result of Serco’s contributions, the DON pursued the adoption of a robotic process automation (RPA) system to streamline HR administration transactional work (workforce capacity). Serco’s development of a predictive analytics dashboard to forecast personnel demand and supply five years into the future (recruitment and retention) strengthened decision-making. For all initiatives recommended for wider adoption, our team developed business case analyses to assess cost and non-cost factors of implementation. We routinely reviewed and analyzed current human resource data and metrics, compiled data from various systems, and constructed data visualizations summarizing key information.

Our Customers

Department of the Navy
Department of the Navy United States Marine Corps
United Stated Navy Chief of Naval Operations
Department of Defense
Department of the Army
Postal Regulatory Commission
Export-Import Bank of the United States
International Boundary and Water Commission
Defense Logistics Agency
Federal Aviation Administration
National Institute of Allergy and Infectious Diseases
Naval Sea Systems Command
United States Army Security Assistance Command
U.S. Immigration and Customs Enforcement
American Battle Monuments Commission

To get further information about Serco's Human Capital & Organizational Transformation Solutions, email us.