Serco is a B2G (business-to-government) outsourcer. It wins multi-year public-service contracts, mobilises/transition runs them, operates & improves services using common processes and tech, and rebids to extend—across Defence, Justice & Immigration, Transport, Health/FM and Citizen Services in UK&E, North America, APAC and the Middle East. 2024 revenue c.£4.8bn with a 5.7% underlying margin; pipeline at a decade high. “Discover, design and deliver” is the stated operating approach.
Speculative Application Set; covers logical business process
| Entity / Process | Role in the model | Typical examples at Serco | Key data / KPIs |
|---|---|---|---|
| Government customer (department/agency) | Buyer and sponsor of outcomes | UK MoJ (prisons), Home Office (immigration), MOD (defence), US DoD, airports/transport authorities | Contract value, service outcomes, satisfaction, social value metrics. (Serco) |
| Opportunity & capture (pre-contract) | Pipeline build, bid/no-bid, proposal | Defence training, base services, assessments, transport ops | Pipeline (£), win rate, book-to-bill, rebid retention (>90% cited historically). (Serco, MarketScreener) |
| Contract & commercial | Defines scope, KPIs, incentives/penalties | Fixed-price/availability/KPI-linked service contracts | SLAs, KPIs, abatements/bonuses, change control. (Serco) |
| Mobilisation / transition | Stand-up people, assets, systems, data | New prison mobilisation; FM site transitions; contact centre stand-ups | Mobilisation plan, readiness gates, day-1 compliance. (Serco) |
| Service delivery (operate & improve) | Day-to-day operations across sectors | Prison ops, immigration housing/detention, defence base services, health assessments, ferries/rail | Safety (LTIFR/MIFR), availability, punctuality, case throughput, first-time fix, cost to serve. (MarketScreener) |
| Asset & facilities management | Maintain estates and plant (CAFM-led) | FM across justice/immigration estates, military housing, airports | Asset registry, PPM compliance, response times, energy use, lifecycle planning. (Serco references CAFM+BMS+BIM.) (Serco) |
| Workforce & rostering | Recruit, vet, schedule large workforces | Custodial officers, engineers, assessors, call-handlers | Clearance status, rota adherence, overtime, training, attrition. (Serco) |
| Case / citizen management | Manage cases and outcomes in citizen services | Health assessments, employment services, immigration support | Case volumes, processing time, outcomes/appeals, satisfaction. (Serco) |
| Performance & reporting | Evidence delivery and drive improvement | KPI dashboards to client and exec | KPI pass rate, trends, audit findings, lessons learned. (Serco) |
| Rebid / extension / close | Sustain or exit contracts | Rebid prisons/FM, extend defence task orders | Rebid retention, exit compliance, knowledge transfer. (Serco) |
| Governance & risk | Assure safety, ethics, finance, compliance | Group H&S, financial controls, information security | Incident rates, controls testing, audit status. (MarketScreener) |
| Domain | Application / Platform | What it’s used for | Notes / Source |
|---|---|---|---|
| Enterprise service management | ServiceNow | Platform for IT/enterprise workflows; can be used to showcases implementation and builds solutions on it | Customer story & Serco NA news highlight ServiceNow rollout/usage. (ServiceNow, Serco) |
| Finance close & controls | Trintech Cadency | Financial close, reconciliation, and risk automation | Serco case study. (Trintech) |
| ERP / Finance | SAP (global finance transformation) | Consolidated global finance processes (replacing legacy finance systems) | Consulting case study on Serco’s SAP finance transformation. (SystemsAccountants) |
| Expense management | SAP Concur | Travel & expense management | Serco Concur case study. (concur.com) |
| CAFM + integrations | CAFM platform (not named) + BMS + BIM + SAP Finance + Power BI | Asset registers, PPM, reactive maintenance, spares automation, dashboards | Serco UK FM article details CAFM integrated with SAP and Power BI, plus BMS/BIM. (Serco) |
| Analytics / BI | Microsoft Power BI | Performance dashboards and trend analysis | Referenced in Serco FM digital transformation page. (Serco) |
| Workforce management | nimbus Cloud (Workforce Mgmt.) | Rostering & workforce optimisation (global contract extension) | Press announcement of multi-year extension. (itwire.com) |
| Talent acquisition | iCIMS | North America job application & recruiting portal | Serco’s careers site runs on iCIMS. (careers-sercous.icims.com) |
| Employee portal | MySerco | Employee access/portal (intranet entry) | Linked from Serco investor/results pages. (Serco) |
| Digital Asset Management | Asset Bank | Brand/digital asset management for global comms | Case study naming Serco. (assetbank.co.uk) |