Serco Group plc

Serco is an international support services business that operates within a public sector ethos. It employs over 48,000 people across the world, including approximately 32,000 in the UK, and reported revenues in 2006 of £2.4 billion. Its work includes running hospitals, leisure centres and prisons. It operates trains, provides support to military bases; manages air traffic services and education services. All of Serco’s 600+ UK business units are managed on a devolved basis.

Serco Group plc
Serco House
16 Bartley Wood Business Park, Bartley Way
Hook
Hampshire
RG27 9UY

01256 744100

Business Drivers

The company has employees across the spectrum from cleaners to semi-skilled; technical to professional staff and acknowledges that people are its most important resource. It realises that the attainment of its goals relies on the quality of all its employees and recognises that it must enhance the skills of all employees whatever their position or status in the company, in order to:

• improve recruitment and retention;
• become an employer of choice;
• create a larger pool of staff for succession planning;
• engender loyalty and commitment; and
• motivate and encourage its people to improve morale and confidence.

These issues are key factors in the achievement of Serco’s future growth and realisation of its long-term goals.

Implementation

In October 2004, the companywide Skills for You initiative was launched. It is a voluntary programme – leaners are encouraged to take part and benefit from the opportunity.

Implementation in such a diverse organisation has been challenging. Engaging with employees and delivery of learning is difficult because of obstacles like shift patterns and 24-hour operations. In each business a different delivery model and approach has been necessary.

Learning is delivered on-site and in company time. Learners are assessed and a personal learning plan is developed to meet the individual need. Delivery can take place in regular weekly sessions; intensive work-shops or on a drop-in basis.

A variety of methods have been used to engage learners:

• Provider Open Days (one Provider used a tug-boart to visit seaborne employees);
• A DVD has been produced that illustrates the experiences of learners and this is shown at Open Days, Employee Forums etc.
• Union Learning Representatives work with management to encourage participation
• Fun days have been arranged where employees can test their skills

Where a need is identified, essential skills courses are offered as part of the personal development plan agreed at appraisals. Courses are also offered to new employees, or potential employees who have the desired attributes but whose essential skills need improvement.

Impact

Since its inception:

• 3,080 employees have been assessed;
• 736 have been identified with need and are involved in learning;
• 493 have achieved a qualification

Evaluation of the impact on the learner is measured by distributing questionnaires on completion of a course. A selection of responses has shown:

• Improvement in reading and writing skills – 61%
• Improvement in work skills – 62%
• Improvement in computer skills – 76%
• More confident in job performance – 55%
• Improved confidence tackling new tasks – 45%
• Want to continue to learn – 73%
• Would recommend to a colleague – 100%

Line Managers also evaluate the impact and have reported:

• The standard of written reports has improved;
• The ICT element has improved confidence with email;
• Communication barriers between different working groups have been removed;
• An increase in the pool of staff for progression;
• An improvement in retention v recruitment figures;
• A notable improvement in morale, confidence and loyalty to the company.

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