Serco Values - Innovation

Focus on working smarter to achieve more

Challenge the way things have always been done if they can see opportunities for improvement

Put themselves in the customer’s shoes to find opportunities to improve what we do

Identify and seek to address the obstacles that get in the way of doing a good job

Are open to new ideas and suggestions

Speak up when they see a better way

Actively include colleagues in what they are doing

Look for opportunities to learn new skills

Enthusiastically help others

Ask for help when necessary

Understand their customer’s requirements, monitor new trends and identify initiatives that could benefit them

Promote and drive continuous improvement by asking ‘How could we do this better?’

See mistakes and problems as an opportunity to learn and develop

Act on and address poor performance

Inspire others to say ‘no to average’ by constantly looking for better ways of doing things.

Work with customers in tailoring services to meet their expectations

Effectively resolve customer problems challenging themselves and their team to find the best solutions

Constructively challenge and develop colleagues by providing open and honest feedback

Encourage collaboration within their own team and with other teams across Serco

Build support, provide focus and give direction to deliver joint outcomes

Look for alternative ways to succeed, keeping up with the latest developments in their field

Effectively manage the transition to introduce new ways of working

Implement improvements and seek support to overcome difficulties in doing this

Set an example by always challenging existing attitudes, processes and ways of working when they see an opportunity for improvement

Listen to and consider the needs of all our customers

Focus on longer-term outcomes rather than short-sighted initiatives

Make and support decisions based on sound analysis and assessment of risks and benefits

Monitor trends and set clear objectives to implement the best approach

Ensure all teams across Serco work effectively together to deliver outstanding service to all our customers

Build networks, locally, nationally and internationally

Lead a culture of frank debate, listen to and act on good ideas wherever they come from

Enable a blameless culture, empowering and supporting their team to initiate improvements

Engage others in change by ensuring complex information is communicated in a simple and effective manner

We stick to outdated methods that have become ineffective

We concentrate on narrow operational objectives and not the bigger picture

We focus on the problems and not the solutions

We over-complicate our approach to work; create bureaucracy and cause frustration to colleagues and customers

We dismiss alternative ideas

We discourage colleagues from suggesting new ways of doing things

We don’t ask others for opinions or ideas

We undermine or damage colleagues’ self-esteem

We are unwilling to change or work in uncertainty