Serco – Delivering a Global Approach to Workforce Management

Posted by Rachael Pullen on February 21, 2017

Serco Global Workforce Management

Serco specialises in the delivery of essential public services, with over 50,000 people working in defence, transport, justice, immigration, healthcare and other citizen services across Europe, North America, Asia, Pacific and the Middle East.  Serco has hundreds of individual service contracts, each with different priorities, workforce requirements and service levels that create immense complexity in managing its workforce.  However, leaders within the business were aware that they risked falling behind the competition if they failed to make workforce management a strategic capability, acknowledging the central role of people in a service organisation, and therefore launched a global workforce management programme (WFM) to increase standardisation, improve responsiveness and reduce the costs associated with service failure. Leadent was asked to support the programme in its start-up phase.

Working in partnership with Serco we:

  • Helped to expedite the technology selection process
  • Ensured that the technology blueprint met the needs of both IT and Business teams
  • Provided detailed, compelling evidence of the benefits of investing in a Global WFM programme
  • Gained funding approval for the implementation of the selected solution(s)
  • Gained knowledge and internal expertise to move the programme into an implementation phase

“Workforce Management is a complex topic, and one that directly impacts our customers and our service, its therefore incredibly important to get it right. Leadent were able to provide the expertise and practice experience we needed to navigate this complex subject and arrive at a solution and approach that has validity globally, and ultimately was supported by our senior executive. They were a pleasure to work with and I’d have no hesitation in recommending them.” – Mark Mamone (Group CTO & CIO for UK&E LRG)

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Rachael Pullen

Creative yet methodical in her approach, Rachael is passionate about providing an exceptional business support function to Leadent and our clients. Rachael has responsibility for all administrative tasks, and she thrives on the knowledge that it all ‘just works’.