Customer experience and engagement Here to transform and manage the connections between citizens and government

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Customer experience and engagement

We are trusted by government to deliver and support citizen conversations across all channels with a unique blend of technology and human-centred customer interactions. Through this, we empower citizens to interact with government in a way which works for them; to access advice, support or signposting to achieve resolutions more quickly and easily. We do this with care, helping some of the most vulnerable people in society when they need us most.

connections between citizens and government managed every year

of promotions filled internally in 2022

clients across government departments, agencies and public bodies

How we can help you

Our aim

We pride ourselves on being better every day by building on our secure foundations. For the benefit of both our clients and their customers, we improve performance by continually optimising business processes to achieve better outcomes.

Our people

We ensure our colleagues are supported, highly-skilled and enabled by the right technology to anticipate, manage and address customer demand – with the ultimate aim of improving each customer’s experience.

Our specialisms

We have many years of public sector experience, and our clients recognise us for our ability to deliver complexity with care and at scale – all underpinned by the latest technology that helps customers to communicate with us how they want, when they want.

Our approach

Prevent

By building a deep understanding of your customers and their journeys, we use a data-driven approach to predict their needs, refine the process and reduce future unnecessary contact.

Automate

Using the latest technology, we make it as easy as possible for your customers to find what they need, when they need it and automate our response via their preferred channel.

Care

We are always there to care for and advise individuals with a variety of unique needs, armed with the right knowledge to give reassurance when they need it most.

Young woman working in an office environment wearing a headset

Local government services

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

Learn more

We pride ourselves on the impact we make by delivering on our promises to our clients and their customers. To achieve this, we co-design solutions that place customers at the heart of all our decisions.

Garry Robinson
Managing Director, Customer Experience and Engagement

This would not be possible without the commitment of our people who power our solutions centres, solving complex issues with care. We all share one very important aim – to ensure customers that need our support get the service they deserve, through the channel they prefer, when they need it.

Garry Robinson
Managing Director, Customer Experience and Engagement

Why Serco?

Trusted by local and national governments

Serco is an established FTSE250 business trusted by government departments to provide a range of innovative solutions to complex challenges.

Rapid delivery of services

We can rapidly deliver flexible and scalable services, allowing our clients to meet demand when they need it.

Cutting edge technology

Our commitment to ensuring our people have the right digital skills to utilise our adaptable technology means we can meet the changing needs of our clients.

Understanding public sector needs

We have a deep understanding of the unique challenges posed by the public sector, making us a clear leader in delivering services which make a difference to people’s lives and communities.

Get in touch

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

Get in touch