Building a Visionary Culture
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- NAVEX Global
Tech Stack
- Not mentioned
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Brand Awareness
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Regulatory Compliance Monitoring
Services
- Data Science Services
About The Customer
Serco Group is a leading provider of public services. It operates internationally across five sectors and four geographies: Defense, Justice and Immigration, Transport, Health and Citizen Services, delivered in UK & Europe, North America, Asia Pacific and the Middle East. As a company that works with governments and public sector organizations, Serco’s reputation has always been critical to its success. The company's senior leadership always emphasized being a values-driven organization.
The Challenge
Serco Group, a leading provider of public services, faced a major crisis in 2013 when it was accused of overbilling and misreporting data on two important UK government contracts. The scandal had a significant impact on the company's reputation and share prices, leading to the dismissal of senior leadership. The company then began a process of corporate renewal, focusing on recruiting new senior leadership, improving transparency in customer relationships and commitments, enhancing governance, internal controls, oversight, monitoring and other systems, and renewing focus on culture and ethics.
The Solution
At the height of the crisis, Serco’s board of directors brought in NAVEX Global to perform a cultural assessment of the UK-based business organization. The report generated by NAVEX Global produced a clear overview of the key issues that were inherent in the organization that needed to be addressed. To fix these problems, Serco had to bring a strategic focus and a defined purpose to the task. A newly formed Corporate Renewal team rebuilt Serco’s governance structure and aligned it with the core values of Trust, Care, Innovation and Pride. With the renewed commitment from the board and new senior leadership, Serco revised its governance structure, better resourced divisions, reviewed policies and processes, developed a leadership model, added rigor to reporting mechanisms, completely rewrote the code of conduct, and moved from having a whistleblowing process to a ‘speak up’ process.
Operational Impact
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