Public Management at Serco Company Assignment 2022

Running head: PUBLIC MANAGEMENT AT SERCO COMPANY
PUBLIC MANAGEMENT AT SERCO COMPANY
Name of the Student
Name of the university
Author note

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PUBLIC MANAGEMENT AT SERCO COMPANY
Introduction
Serco Group is a public limited company that provides public services and is
headquartered in Hook, Hampshire. This company operates in six different sectors that
include Health, Defence, Citizen Services, Transport, Justice and Immigration. The company
has been listed on the London Stock Exchange and is also a constituent of FTSE 250 Index.
The majority of the company’s turnover is generated from its operations in the U.K. region
but it also carries out its operations in Continental Europe, North America, the Middle East
and the Asia Pacific (Escape, 2020). The company operates intelligent transport networks, is
indulged in delivering patient centric support services, handles sensitive immigration, ensures
that the military installations are done readily thus cutting off the high costs of government
administration making it easier for the citizens to get an access to these important services. In
this paper, the leadership of the management at Serco will be discussed along with the
effectiveness of various new technological applications that has been adopted by the firm to
connect well with the citizens.
Leadership traits
One of the most important pillars of leadership is good communication and the
company makes every effort to enhance communication within its organization (Girma,
2016). This can be said as in the year 2017, women at the Serco Americas network came up
with a learning program named “Find your Voice” specifically designed for empowering the
employees as well as to build dialogue around communication as well as influence. This
program is carried out by an external communication skills specialist who shares practical
skills as well as communication strategies combining these with various real-life techniques
(Escape, 2020). Leadership skills of the company management can be well understood from
the fact that the company is committed to consistent dialogue with the institutional as well as

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PUBLIC MANAGEMENT AT SERCO COMPANY
the private shareholders and frequent programs are run so that the institutional investors
along with the analysts can meet up very often (Koohang, Paliszkiewicz & Goluchowski,
2017). Trust, care, innovation and pride are embedded in the company’s culture and values
and everyone including the employees and the leaders are expected to respect the
organization’s culture. Serco has been recognized as one of the leaders in reporting related to
climate change. It is the leadership skills of the management that the company works with
diverse workforce. The LGBT community has been encouraged to be a part of the company
and they are treated as other employees. Due to its good hand at leadership, the company has
been able to expand its businesses. The role and responsibilities are well divided amongst the
members of Board thus it can be said the company is flourishing as due to its excellent
leadership and the open-mindedness of the leaders.
New technologies for enhancing communication as well as delivery services
The company has come up with various ICT as well as digital transformation
capability that include:
a. Enterprise architecture services
b. End user computing services
c. Service integration and associated management
The key highlights are:
1. 25 digitized services
2. The staffs at Serco receive tasks as well as request for new services in real time through the
medium of a secure mobile device.

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PUBLIC MANAGEMENT AT SERCO COMPANY
3. Every month approximately 80,000 service requests are managed through the integrated
maintenance as well as the facilities management systems (Sayles, 2017).
4. The company makes use of automated guided vehicles that are used in such areas where
there is no presence of public so that manual handling activities can be reduced thus
improvising efficiency (Cascio & Montealegre, 2016).
5. The equipments are tagged with real time location systems for ensuring efficient lifecycle
management, theft reduction as well as cost allocation per department.
Thus, it can be said that the company has adopted various technologies to be able to cater to
the needs of its customers in a better way (Escape, 2020). The digitalization of the services
has helped the firm in providing better service its customers and getting so many
acknowledgements.
Conclusion
Thus from this discussion it can be understood that leadership plays an important role
in bringing in improvisations in a business and that every organization can scale up by
ensuring the its top management have proper leadership skills because this is one of the
important things that helps an organization to grow. The adoption of new technologies and
advancing with the world is also another important factor and as Serco has brought in
digitalization in its operations it has embraced the new technology well. This adoption can be
said to as one of the reasons behind the company’s accelerating success.

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PUBLIC MANAGEMENT AT SERCO COMPANY
References
Cascio, W. F., & Montealegre, R. (2016). How technology is changing work and
organizations. Annual Review of Organizational Psychology and Organizational
Behavior, 3, 349-375.
Escape, T. (2020). Serco Group Plc - a leading provider of public services. Retrieved 30
March 2020, from https://www.serco.com/
Girma, S. (2016). The relationship between leadership style, job satisfaction and culture of
the organization. International Journal of Applied Research, 2(4), 35-45.
Koohang, A., Paliszkiewicz, J., & Goluchowski, J. (2017). The impact of leadership on trust,
knowledge management, and organizational performance. Industrial Management &
Data Systems.
Sayles, L. R. (2017). Managing large systems: organizations for the future. Routledge.