1 Mark Mamone Transforming Workforce Management in a Global Service

Serco Public 2 About Serco Delivering essential services to millions of people around the world 80,000+ employees Founded in 1929 FTSE 250 member Focus on five sectors: Justice & Immigration Defence Citizens Services Transport Healthcare Across four regions: Americas UK & Europe Middle East AsPac Focus on five strategic themes Winning good business Executing brilliantly Making Serco a place people are proud to work Profitable and Sustainable

Serco Public 3 Group Local & Regional Government + Europe Central Government AmericasMiddle EastAsPac Corporate Shared Services  IT  HR  Finance  Procurement  Strategy, Policy and Governance  Centres of Excellence Our structure Understand the environment and culture that you are delivering into HINTS & TIPS

Serco Public 4 #1 “Have a Vision” It is important to have a common language and a VISION helps facilitate that HINTS & TIPS

Serco Public 5 #2 “Show the big picture” It’s important to manage expectations, and show the “picture” to the puzzle, as you solve component parts of it and the roadmap HINTS & TIPS

Serco Public 6 #3 “Understand your requirements” Engage front-line staff, with the scars of experience Collect requirements but express them as “Day in the Life” scenarios (use-cases) Prioritise against both strategic objectives but critically, objectives that make a difference to the front-line user experience HINTS & TIPS

Serco Public 7 #4 “Deploy and Learn” Phase 1 Deliver in Iterations, learning as you do so and allowing the business to Mature in their understanding Cloud/Utility models allow you to manage your financial commitment Iterations allow you to realise benefit more quickly, or fail fast – both are good HINTS & TIPS

Serco Public 8 #5 “Collaborate” Phase 1 Encourage an environment of collaboration and cooperation – engineer meetings so that ALL parties contribute “Group” should facilitate, support and align – not dictate Learn from others and past experiences HINTS & TIPS Group Shared Services Divisions

Serco Public 9 #6 “Don’t forget the data” Phase 1 The Taxonomy you use, your systems of record, quality of data are all CRITICAL – You must understand, trust and know where you data is – You depend on it Provides a valuable contribution to both user-experience and realising benefit “Intelligent Business Operations” allows you to accurately measure and continually drive performance improvement HINTS & TIPS

Serco Public 10 #7 “Leaving behind a sustainable legacy” Phase 1 Leave behind a framework of components, with clear owners, bound into your business as usual processes. HINTS & TIPS

Serco Public 11 Other observations 1. Understand your security requirements, and have a solution. E.g. Sovereignty. 2. Recognise the value of frameworks, such as Enterprise Architecture and ITIL – but don’t become a slave to them 3. Communication is essential – know you audience, for example, different regions = different culture, language – and tailor your comms 4. Empower but manage your users, we use a Federated Governance model

Serco Public 12 Q&A Phase 1