Service impact

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Service impact

Delivering positive social outcomes through our operations.

Our customers rely on us to meet the needs of the diverse communities we operate in, enhancing lives and strengthening society. Some of these communities are local, while others are shaped by specific social challenges. We provide people-focused services that respond to unique needs, improve the experience of service users, and maximise positive outcomes.

Prisoner rehabilitation

In the Justice business, we help governments and those we care for achieve their best outcomes with our extensive experience, use of innovative technology, specialist partnerships and a rehabilitative approach to offender management. Highlights include:

Supported over 5,000 prisoners via 63 in-house psychologists to positively change their behaviour through evidence-based interventions tailored to each prisoner’s needs. We also trained prison staff in psychological techniques so that they contributed to efforts to reduce the risk of reoffending.
Recorded a drop of 50% in reoffending rates among prisoners who completed Therapeutic Community treatment at HMP Dovegate.
Provided holistic rehabilitation support in collaboration with Key4Life for prisoners at HMP Fosse Way and HMP Thameside.

Female from Key4Life programme talking to young male inmates in grounds of Fosse Way prison with horse grazing in background

We also continued to partner with employability organisations to help prisoners develop employment skills and secure work after release. Through our partnership with Combat 2 Coffee, prisoners take part in certified barista training, and a partnership with the National Association of Air Duct Specialists UK is helping prisoners develop facilities management skills.

Find out more on our dedicated Rehabilitation page.

Employability support

We deliver government employability programmes and our colleagues are passionate about supporting people to upskill and find their way to sustainable employment. Highlights include:

Continued delivery of the Restart Scheme on behalf of the UK Department of Work and Pensions, tackling barriers to employment and supporting individuals to find secure work in their local area. Find out more: Citizen Services

Serco male colleague leaning over two females sat at desk in Restart office

Introduced Serco Pathways – our dedicated programme co-produced with people with lived experience of the criminal justice system – supporting individuals facing barriers, including those with criminal records, military veterans and families, to source and sustain meaningful employment opportunities. Serco Pathways supports people with criminal records in partnership with Offploy CIC.
Continued delivery of EmployNext in Ontario, Canada, an employment services programme supporting job seekers. In 2025, of the people our colleagues at EmployNext supported, 37% were persons with disabilities and 7% were Indigenous persons.

Veteran and indigenous communities

We are proud to support veteran communities through employment, partnership and sponsorship, recognising the value of their service and the challenges that they can face. Highlights include:

Provided colleagues with transition support, professional development, mentoring and networking opportunities in North America and Asia Pacific through our SercoVets network.
Secured the gold award as a military friendly employer and spouse employer in the US.

Partnered with the Department of War’s SkillBridge programme to provide opportunities for transitioning US service members to gain civilian work experience through industry training, apprenticeships or internships during the last 180 days of service.
Were ranked third in the Great British Employers of Veterans programme, and first in our sector.
Were recognised as a Veteran Employer of Choice and a gold member of the Defence Reserves Supportive Employer programme In Australia.

Navy Officer sat at the wheel of bridge in simulator

Sponsored the Soldiers, Sailors and Airmen Association of New Zealand (SSAANZ) which provides advocacy, support and community connection for current and former members of the New Zealand Defence Force.

We are committed to supporting Indigenous reconciliation movements in Australia and Canada, helping governments to address inequality and build stronger relationships with all community members. In 2025, we submitted an updated Reconciliation Action Plan to Reconciliation Australia. Its ‘Stretch’ status indicates “a very strong approach towards advancing reconciliation internally and within the organisation’s sphere of influence”.

Young boy in a classroom wearing headphones and looking at a laptop

Social value in our UK operations

In line with the UK Government’s social value model, we use the Social Value Portal and the National Themes and Outcomes Measures (TOMs) system to monitor, measure and report our impact in the UK, delivering £44m in 2025.

Find out more