NAVEX Case Studies Building a Visionary Culture

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	Building a Visionary Culture NAVEX

Building a Visionary Culture

NAVEX

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	Serco revised its governance structure, creating formal committees where ethical issues are aired and discussed
Impact #2	Better resourced divisions by recruiting individuals who had business integrity included in their roles
Impact #3	Reviewed policies and processes to ensure they aligned with the values

Impact #1

Serco revised its governance structure, creating formal committees where ethical issues are aired and discussed

Impact #2

Better resourced divisions by recruiting individuals who had business integrity included in their roles

Impact #3

Reviewed policies and processes to ensure they aligned with the values

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Overview

Building a Visionary Culture

Operational Impact