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Serco Values - Innovation

We aspire to be better than anyone else at what we do.

We continuously improve our ways of working, and try new ideas, big and small. We share our knowledge and experience and embrace change, knowing that if we don’t provide innovation and value for money to our customers, our competitors will.

Innvovation and the behaviours we live by:

Our people

  • 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

  • Share knowledge and experience with others and contribute to an inclusive environment
  • Enthusiastically help others

  • Ask for help when necessary

Those managing people

  • 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

Our Leaders

  • 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

Innovation is not demonstrated when…

  • 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