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Business Process Services

As a trusted, positive impact partner to multiple UK Councils and Central Government Departments, we provide the capabilities,​ tools and insights that transform and deliver the most efficient, outcome focused, value for money services at pace.

We transform public services by delivering complex transactions, business support functions, call centre services and case management solutions, helping every citizen who depends on them.

How we can help you

Customer service centres

We provide a highly skilled team specialising in customer service centre activities, with the knowledge and skills required to manage citizen contacts across a range of UK Council services: Adult Social Care, Children Services and Carers Services, ranging from first point of contact to completion of in-depth assessment activity. Utilising our expertise, we aim to deliver exceptional customer outcomes through our delivery of customer centric service solution designed operating models and processes.

Complex case management

As a dedicated Business to Government service provider, we specialise in delivering services to citizens across multiple complex service areas. Our knowledge of UK Council service delivery spans a wide range of areas including Children's & Adults Social Care, Parking, Highways, Legal, Environmental, Education and Housing.

Information technology management

We are committed to driving success through our dedicated teams’ capabilities. We can provide IT Service Centres, including Service Desk capability alongside seamless application development and support and reliable technical services management.

Transactional services

We can support comprehensive transactional services such as Council Tax, Business Rates and Sundry Debt collection, Housing Benefit administration, Adult Social Care payments and invoicing.

Professional services

Known as ProServ we can offer a range of services including Programme and Project Management, innovative automations, CRM and Workflow Management solutions and provision of IT Business Analysis and Architecture.

We want to transform the way in which complex transactions and case management services are delivered by solving our customer’s challenges. We use our deep understanding of the public sector and the communities they serve to codesign services and deliver efficient, outcome focused, value for money services. We strive to become a positive impact partner for our customers, focused on improving experiences and outcomes for the communities and citizens they serve.

Kevin Hales
Director, Business Process Support Services

Why Serco?

We build genuine partnerships

Through active engagement, at all levels in the business, we’ll understand your challenges and work with you to support you and provide solutions.

A safe pair of hands

We are an established global enterprise and trusted partner to multiple UK Councils, able to deliver at scale in multiple geographies.

Public service is in our DNA

With a genuine passion for improving lives we continually review, refine and reform our services to provide the best experience for citizens.

Our approach puts human experience at its heart

We are proactive by nature managing short term and projected challenges, driven by our deep knowledge of public services and human centred design.

Get in touch

If you would like to learn more about our Customer Services, please drop us a line and a member of our team will be in touch.

Get in touch

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