Serco Values - Trust

Do what they say they will, try their best and see things through

Consistently provide the highest standards of customer service

Have a can-do, will-do attitude

Are open and honest

Communicate truthfully, clearly and concisely

Aim to always do the right thing and never compromise our values

Think through the consequences of their decisions

Speak out when they see something wrong

Understand who our customers are, listen to them and act upon their feedback

Challenge assumptions in an appropriate way

Acknowledge when they make mistakes and take responsibility for correcting them.

Make sure that we deliver on the promises we make to our customers and to each other

Resolve issues fairly, quickly and professionally

Clearly communicate our actions and decisions to customers

Seek others’ opinions and encourage people to challenge

Summarise complex information to make it understandable

Live by Serco’s values, lead by example and reflect them in the decisions they make

Have the important conversations to achieve the right outcomes

Only ask people to do something they would do themselves

Empower others by giving them responsibility and holding them to account

Create a no-blame culture by focusing on solutions not problems

Listen to customer complaints and resolve them effectively and in a timely way

Inspire and lead colleagues to anticipate and respond to our customers’ needs

Stand by difficult decisions and openly acknowledge errors

Anticipate the pressures where we might struggle to deliver and take action to avoid problems

Create a culture of openness, trust and transparency

Lead and encourage open communication across Serco

Ensure our objectives are clearly aligned to Serco’s purpose and goals

Lead by example, and role model Serco’s values, inspiring colleagues and customers

Ensure decisions made are informed, reflect our values and standards and take account of their potential impact

Hold people to account, but ensure they are treated fairly and consistently without fear of reprisal

Engage customers and colleagues and consult with appropriate groups when formulating strategies

Evaluate resources, options and consequences in my decision making and communicate the decision openly

We make promises that we cannot keep

We rush to provide solutions before listening to others’ needs and opinions

We fail to keep customers and colleagues informed

We are not straightforward and transparent

We allow disrespectful or discriminatory behaviour

We knowingly use Serco’s resources for personal gain

We break our Code of Conduct or the law

We falsify or misrepresent information

We ignore and don’t speak up when we see something wrong

We choose to ignore adverse criticism

We blame others for mistakes we have made or things we have missed

We shift our responsibilities to others