Serco delivers the UK government's Work Programme to help long-term unemployed individuals find jobs. This report summarizes Serco's impact in Year 4, highlighting that they helped over 10,000 people into jobs. It also describes new initiatives to better support those with mental health conditions based on customer feedback, including more flexible support phases and adviser training. The report concludes by recognizing individual successes, like a woman who found work at B&Q after 22 years of unemployment.

1. Impact Report Year 4
Serco’s impact
on long-term
unemployment

2. 2
Serco delivers the Work Programme on behalf of the
Department for Work and Pensions (DWP) in the West
Midlands and South Yorkshire. Working together with
a network of 25 providers from the private, public
and voluntary sectors, Serco has supported people
experiencing long-term unemployment into over 40,000
jobs since the programme went live in 2011.
Because the Work Programme is a payment-by-results
contract, Serco and our providers get paid after delivering
tangible benefits, providing excellent taxpayer value.
The Work Programme is a government initiative launched in June 2011
providing a coordinated package of support to individuals experiencing
long-term unemployment regardless of the benefits they claim.
Tina Johnson, a lone parent of two
children in her 40s from Sheffield,
had lost faith in ever securing work
again, having been unemployed
since 1992.
On joining the Work Programme with
Serco’s provider Phoenix Enterprises,
Tina appeared concerned; she felt
that her long-term unemployment,
lack of work experience and childcare
commitments would prevent her from
finding work.
Tina’s Adviser, Kerry Ward, offered
her plenty of encouragement,
supported her with interview skills,
and refreshed her CV - proving that
she had lots of transferable skills
from her last job as a nursery nurse.
A number of evaluations published by the Centre for
Economic and Social Inclusion (CESI), the Employment
Related Services Association (ERSA) and DWP
demonstrate that the Work Programme is the most
successful programme of its type which has ever been
commissioned by the UK Government, both in terms of
impact and value for money; this is against a backdrop
of a tough labour market and challenging economic
conditions across both the UK and Europe. The
programme is part-funded by the European Social Fund.
“Tina was a pleasure to work with”,
Kerry said. “She gradually became
very motivated; it was lovely to
see her grow in confidence and
recognise her potential.”
Tina said: “Kerry was really lovely,
she helped me with my CV and
boosted my confidence. Then she
put me forward for a B&Q work trial
and helped me with nerves before my
actual interview. I’d never thought of
retail as an option before!”
B&Q ideally wanted someone with
flexibility, but when they met Tina
they decided to give her a chance
and work around her childcare
commitments.
About Serco’s Work Programme
Single mother thrives at B&Q after
22 years of unemployment
We are delighted to have had another successful year delivering the
Work Programme on behalf of the Department for Work and Pensions
(DWP). Serco, together with our delivery partners, have supported people
experiencing long-term unemployment into over 10,000 jobs in Year 4 of
the programme (April 2014 - March 2015). This number extends to over
40,000 since the programme began in June 2011.
It’s important however not to lose sight of the fact that each number
represents real people with hopes, needs and dreams about a better
future. Our job is to empower them to take control of their lives and guide
them into meaningful and sustainable employment, enabling them to
support themselves and their families, and feel that pride which comes
with being able to fully contribute to our society.
December 2014 saw the addition of a new DWP contract to our business,
the English Language Requirement programme in Wales. This is a
brand new initiative supporting people with low level English language
skills improve by a level, in order to support them find work and live
independent lives. Although new, it’s already making a meaningful
difference to our learners, many of whom have already moved into further
education, training or work.
We are particularly pleased to have achieved top scores in two recent
DWP assessments: ‘Excellent’ in our Merlin Accreditation - measuring
supply chain excellence - and ‘Strong Assurance’ in the Provider
Assurance Team (PAT) review - demonstrating the robustness of our
internal controls. This is a great testament to our commitment to fair
treatment of our delivery partners and our capability to successfully
deliver DWP contracts.
I’d like to thank colleagues in Serco and our supply chains who have
made Year 4 a successful one. With plenty of hard work and dedication
they’ve enabled both customers and employers to meet their goals.
I hope you enjoy reading this Impact Report, which will give you a flavour
of our work and highlight a few examples of the people who make it all
happen and the lives we’ve helped to improve.
Aaron Henricksen, Business Director, Welfare Services
Hello and welcome to our latest
Welfare Services Impact Report
After a successful trial, Tina secured
a permanent Customer Service and
Sales Assistant role. “Tina is an asset
to the team”, her line manager Mel
Webster commented.
Kerry added: “Tina has now got a
feeling of achievement and this has
improved her quality of life. Her whole
personality has changed, she is
outgoing and confident.”
When I received my first
wage I was SO PROUD! I
thought: ‘I’ve earned that!’
Working for B&Q is just like
one big family!”
3

3. 4 5
Serco's Work Programme at a glance
'Strong Assurance'
In Provider Assurance
Team (PAT) assessment
on robustness of internal
controls
TOP
SCORE
'Excellent'
In DWP’s Merlin
assessment on supply
chain excellence
TOP
SCORE
Over 10,000 in Year 4
Over 40,000 up to Year 4
people employed in
Serco's delivery network
18 to 24-year-olds
gone into work
Over 1,700 in Year 4
Over 9,000 up to Year 4
New
jobs created
Over 800 in Year 4
Over 2,400 up to Year 4
NEETs* gone
into work
hours of support in Year 4 getting
people closer or into work
Compliance
audits
Ensuring statutory,
regulatory and contractual
compliance
65
Information
Security audits
Ensuring government
data is protected
24
Provider
networking events
On improving quality and
performance and sharing
best practice held in Year 4
20
Service
delivery
Delivered by 25
subcontracted providers
100%
New businesses created through our
self-employment support programme
2,000
New customers' lives touched by
our programme in Year 4
6,000
Over 8,000 in the
West Midlands
(Coventry, Warwickshire,
Staffordshire, The Marches)
Almost14,000 Employers recruited
our customers up to Year 4
Almost 6,000 in
South Yorkshire
(Sheffield, Rotherham,
Barnsley, Doncaster)
of our providers
are SMEs
50%
of our providers
are from the
voluntary sectors
40%
*NEETs = Young people not in education, employment or training.

4. 6 7
Following an initial survey with 500 customers, we identified ESA* customers with
mental health conditions as a group to investigate further. We teamed with Leeds
University Business School and arranged for a PhD researcher to conduct a series
of in-depth interviews. This enabled us to give a voice to our customers, get a better
understanding of their Work Programme perceptions and generate ideas in a credible
and unbiased way. Participants said:
We recognise that people experiencing long-term
unemployment - not least with mental health
conditions - have complex needs and require more
intensive support to get closer to the labour market. We
have committed to make a difference to our customers’
lives by getting to understand them better and piloting
a number of initiatives linked to their feedback.
Through our research we identified areas of improvement and used
customers’ views to inform strategy. For example:
• More flexibility around our three-phase model as it takes longer to
build trust and rapport with ESA customers and help them move
forward.
• Continuous upskilling of advisers on effective customer support, via
workshops delivered by mental health and disability specialists.
• Piloting a number of new initiatives including applied behavioural
science and psychological assessment of readiness for employment.
• Provider working group to share ideas and best practice on
supporting ESA customers.
• Providers shadow Jobcentre Plus staff and vice versa and visit each
other’s premises regularly.
• Where possible, providers actively offer customers the option to have
their sessions in private meeting rooms. Over time they encourage
more open sessions and participation in small groups to build
confidence.
Acting on customer feedback
Supporting people with mental health conditions
*ESA are customers in receipt of Employment and Support Allowance who face physical and/or mental health conditions or disabilities.
The project with ESA customers provided an excellent
opportunity for a doctoral researcher to undertake research
in addition to their PhD, to gain valuable experience of writing
a policy report, as well as the opportunity to present their
findings to Serco.
Serco have been extremely positive about collaborating with
Leeds University Business School and continue to support us,
engaging in ongoing dialogue about improving employment
services for unemployed people. It’s really encouraging for
us to hear that changes have been made to delivery as a
result of our research. This helps us in our aims of maximising
the impact of our research and bridging the gap between
academia and business. I look forward to a continuing
dialogue about improving employment services and to
working together further in the future.”
Dr Jo Ingold, Lecturer in Human Resource Management
and Public Policy, Leeds University Business School
It’s not just another scheme to get people back into work, they do genuinely
care about the people they are dealing with.”
My adviser said to me that I can pop in any day and talk to her if she is free. Or
I can just go in and use the computers to do job searches and they will come
and chat to you if they are able to. It is a very welcoming environment.”
I can actually sit down and talk to them on a one-to-one basis. You get some
sense of understanding, you know, and compassion from the people involved.
The most helpful thing is being able to talk to the provider on a personal level.”
My adviser has been listening to me. He is very good in what he does. This
had a good effect on me.”

5. 8 9
Solutions-focused interviewing
We worked with DWP to upskill advisers on challenging
perceptions and supporting customers with mental health
conditions. DWP Work Psychologists delivered practical
workshops on effective communication with customers,
focusing on positive language and supporting people
move forward. Health condition awareness sessions will
follow in Year 5. Participants said:
Serco’s ‘Excellent’ Merlin Assessment score demonstrates our supportive
approach to our provider network. Continuous training and development
is high on Serco’s agenda and this naturally extends to our supply chain.
Here are just a few examples of how we partnered with experts to
upskill providers in Year 4, primarily focusing on supporting customers
with mental health conditions.
Mental Health & Wellbeing workshops
Following positive feedback on our Health & Disability
Confidence workshop about dealing with customers
with various conditions and disabilities, Mental Health &
Wellbeing workshops took place in Year 4.
The purpose of the workshop was to enhance advisers’
awareness of mental health and wellbeing in general,
highlighting some of the most common conditions, and
dispelling some of the myths/stigmas around mental
health. Advisers explored tools and techniques to help
build relationships with this customer group more
positively and appropriately. Advisers commented they
felt more confident working with customers experiencing
mental health issues as a result of the workshops. They
also enjoyed the opportunity to network and share best
practice among providers.
ESA adviser working group
The purpose of this group is to act as a platform for
advisers from various providers to network, share
best practice and learn from each other.
Case studies are discussed on successfully
supporting ESA customers, as well as surgery
sessions – an opportunity for advisers to talk about a
case they are struggling with and ask for advice and
ideas from the group.
Guest speakers also join for instance a Jobcentre
Plus Work Psychologist presented on tools and
techniques for working with customers furthest from
the labour market and hardest to reach.
As a result of the group advisers are now comfortable
enough to call and ask for advice from peers, while
two providers got together to form a local ESA
group session, as neither had enough customers to
warrant separate groups. This support network has
also enhanced collaboration with Jobcentre Plus in
helping customers get back into work.
As a standalone ESA adviser in a small
team I welcome the chance to share my
experience and gain knowledge and
valuable information from my colleagues.
It's sometimes nice to know it's not only
me facing challenges with hard-to-reach
customers. JCP speakers etc also give us an
insight into DWP processes and how we can
all support one another to get results.”
Amanda Bishop, Community Support
Adviser, The Source Skills Academy
I was very apprehensive when I first attended
the ESA Working Group as I was unsure of
what I could gain. My apprehension was
unfounded as I have gained a great deal
from all the meetings I have attended; shared
practice, open and honest feedback and
views, and building relationships with other
providers and Performance Managers. All
contributors have supported my journey as
an ESA adviser.”
Mandy Frisby, Employment Adviser,
WISE Ability
The meetings have improved my knowledge
and boosted my confidence when working
with this customer group. I set up a joint
provider coffee morning as a result, to help
move my customers closer to the labour
market.
I thoroughly enjoy the meetings, getting to
know the other advisers and discussing
difficult scenarios with them to try and work
out a viable route way to progress. Overall,
I feel that the Working Group meetings are
an imperative asset to our job role and I look
forward to them continuing in the future.”
Rebecca Bower, Employment Support
Adviser, Phoenix Enterprises
Upskilling providers
The approach has already proven to be very
useful talking to my clients, and has yielded
positive results in just two days practice.”
I found the whole course informative. All advisors
and all staff who complete inductions with
customers should attend this course. I have
realised the most important for our customers is
to have full ownership of their job goals.”
The Solutions Focused training is very useful in
our day-to-day job. It reminds me to maintain a
positive line of questioning.”
I thought this course was the most interesting and
relevant course that I have attended. It has given
me more confidence in how to approach this
caseload.”
I’ve learnt new techniques to deal with ESA and
hard-to-place customers that I will pass on to my
colleagues.”

6. 10 11
Better off calculations
We have procured the ‘Universal Benefit and
Budgeting Calculator’ by Policy in Practice for our
providers. It’s a comprehensive, user-friendly and
efficient tool providing accurate assessment of
entitlement both in and out of work for all customers,
including Universal Credit claimants.
We hosted a series of face-to-face training and
Webinars to ensure as many advisers as possible
could effectively use the new system. Although
new it’s already proving to be a successful tool with
advisers helping to reduce customers' uncertainty
about their finances.
Drug & alcohol awareness training
Training sessions were delivered by Sheffield Health
and Social Care Services who are commissioned
by the Local Authority to deliver support to people in
Sheffield with substance misuse issues.
Advisers had the opportunity to improve their
knowledge of alcohol dependency and drugs - both
prescribed and 'illegal' as well as novel psychoactive
substances, commonly known as ‘legal highs’.
Collaboration with
Jobcentre Plus
Serco has formed partnerships with a number
of local Jobcentre Plus (JCP) centres in both
our regions to improve working relationships,
encourage a more joined-up approach and
improve ESA outcomes for both parties.
This collaboration has resulted in a
comprehensive programme of shadowing in
certain areas, with Work Programme advisers
spending time with JCP ESA advisers and vice
versa, improving engagement of hard-to-reach
customers as a result. When customers fail
to attend, JCP advisers arrange for their next
meeting to take place at the JCP’s premises
helping to re-engage with customers.
Coming from a partnership angle I think the
meetings have been extremely useful. They have
enabled me to share information about training
provision with the Work Programme providers
which has led to increased referrals and moved
customers closer to employment.
The meetings have also provided opportunity for
information sharing about various organisations
supporting customers, particularly around the
ESA agenda. This has then led to joint working in
organising new support workshops for advisers
working with ESA customers.”
Dan Cubitt, Partnership Manager,
Department for Work & Pensions
To provide intensive support to our ESA customers, we have employed an
Occupational Health Practitioner to whom we refer customers with both mental
and physical issues. These customers receive telephone support and an
action plan for the Adviser to follow. We also have a Specialist Adviser who is
allocated to health group customers.
We hold quarterly Support Agency Fairs in all centres to enable ESA
customers to access local support available in line with their needs.
We further support our customers by inviting Support Agencies to deliver
group sessions e.g. Changes, Mind, Richmond Fellowship, Arty Folks etc”
Lynn Stubbs, Performance Improvement Manager, Inspire 2
Independence
I have found my attendance at i2i to be helpful in many ways. I suffer with an
acute mental health issue and I am finding the support and strategies being
used by my adviser(s), to be beneficial to my confidence, understanding,
motivation, and co-ordination. Anxiety is a big problem for me but this
programme is aiding me to overcome some of the barriers (not all); making
things that used to appear to be big problems slowly become smaller.
Hopefully I will overcome more hurdles and this steady progression will
continue.”
Work Programme customer
When I first attended i2i I was unable to walk from the front door to the desk - I
was so paranoid I had to be assisted by a friend. I often had panic attacks the
night before, worried about leaving the flat. As time has gone on I feel better
as I know faces here, they have helped me with my anxiety. Some people think
it's just an excuse, but I've suffered from depression and anxiety and it can ruin
your life. Even though I'm not totally cured, i2i have definitely improved how I
think. A massive thank you to you all.”
Work Programme customer
Supporting ESA customers
- i2i case study

7. 12 13
In the beginning, many of the ten group members were very anxious about being with other
people. Job Coach Amanda Nunn, who runs the sessions, started working with customers
on a one-to-one basis, focusing on their feelings and gradually progressed over time to
group work on various themes. Each session starts with a “how has your week been”
round-the-table-discussion which encourages mutual support.
The group took on the project of creating an “information hub” in the small meeting room
where they meet. Each member has a particular role, and they need to research local
services and entertainment, including going out of the centre together to the local Tourist
Information Centre – a particular triumph for two agoraphobic members of the group.
Together they have created a really welcoming and vibrant space which they are proud of,
and which has improved their confidence as individuals and in working jointly as a team.
Peer support has developed over time; one group member who has very strong IT skills is
currently mentoring another, with a view to getting him ready to take part in an accredited
entry level course.
The group is also doing a “cross stitch challenge”, led by one of the members. The idea is
to give them a positive occupation they can do when they’re alone, as well as building the
confidence of the individual leading the activity.
They have been out for coffee twice as an organised group, and are now starting to
maintain those friendships independently outside the centre; a huge step forward.
The group has also been encouraged to access learndirect’s Adult Skills provision. They
started by doing Preparation for Employment as a group to help grow their confidence,
and are now taking part in more courses as individuals. In many cases, they are achieving
qualifications and discovering skills they never thought they would be capable of.
One member, a skilled wood craftsman, is starting to embark on his self-employment
journey. Two others have gone into work and are loving it; the change in them is
remarkable! Angela is one of them…
To support some of their furthest-from-work customers,
learndirect in Tamworth launched an ESA customer group.
ESA customer group case study
Lone mum secures not one but
two jobs despite ill health and
16 years of unemployment
The hard work of a cleaner may not be everyone’s ideal job, but for
Angela Riley, who has spent the last 16 years on disability benefits,
every day at work is a victory.
The 44-year-old from Leeds, now living in Tamworth, is hard of hearing
and suffers from stomach problems and arthritis in her hips and lower
back. Angela’s health challenges and long-term unemployment,
coupled with raising a daughter as a lone parent, made getting back
into work feel like a distant dream.
Amanda Nunn, Angela’s adviser saw a very nervous individual with no
confidence in her abilities when they first met. “Angela did not think
she would ever work again”, she said.
Nevertheless, Angela happily received help from learndirect who
prepared her for employment including revamping her CV and
supporting with interview skills and confidence building. Angela
found her participation in additional group sessions - where she was
encouraged to talk about her experiences - particularly beneficial, and
she helped others open up too. Angela also completed qualifications
in Customer Service and ICT which really motivated her as she had
never had any qualifications to speak of before.
Angela commented that since joining the Work Programme she
feels her confidence and self-esteem have been boosted. This
has been further enhanced through her participation in the weekly
ESA customer group sessions where she made new friends and
succeeded in making other group members feel at home.
Once confident and job-ready, Angela secured not one but two jobs!
She initially took a part-time cleaning job at CJB Cleaning which she
found hard at first, but then much easier to cope with. Soon Angela
wanted more hours and proceeded to apply for and gain an additional
job at The Beefeater Restaurant as a Cleaner. Both employers stated
Angela is doing really well and her line manager at The Beefeater -
impressed by her progress - advised Angela that she will be trained
up on restaurant and bar work in the near future.
Amanda witnessed a transformation in Angela’s persona since
she’s been back into work. She said: “Angela is a very happy, chatty
lady with a very positive outlook; she has come a long way and is
determined to keep working and supporting herself independently.
She is thrilled that she is going to be trained up in a different job role
and cannot wait for it to start.”
Angela is a very
happy, chatty lady
with a very positive
outlook; she has
come a long way
and is determined
to keep working and
supporting herself
independently."

8. 14 15
AM2PM case study
Serco has been working in partnership with large industrial recruitment agency AM2PM
in Worcestershire and Staffordshire for the last three years, to support Work Programme
customers onto practical training courses and sustainable employment.
To date 170 Serco customers secured work with companies such as the world’s largest online
retailer, the UK’s most recognised supplier of cosmetic products and one of the high street’s
most successful department stores in roles like Warehouse Operatives, Pickers, Packers and
Associates. Pre and post-employment training has been key in the successful recruitment and
development of our customers.
AM2PM have also partnered with ESF funded organisations to deliver additional work-based
learning qualifications like Warehouse and Storage Apprenticeship, NVQ in Warehouse and
Storage Level 2, Diploma in Warehouse and Storage Level 3.
Bridging the skills-employment gap
Serco works closely with employers and sets up
partnerships enabling customers to benefit from pre and
post-employment training. This enables our customers
to gain skills and experience relevant to employers’ needs
and secure sustainable jobs.
I was looking for work with Shaw Trust in Redditch. My confidence was low
and my partner was pregnant with our first child so I really needed someone to
give me a chance.
My adviser introduced me to AM2PM and said they were looking for people
to work in a warehouse. Matt from AM2PM sat down with me and helped me
through the registration. He said he could put me forward for a course that can
help me find work. He was honest and didn’t guarantee me anything.
The course was at iforce which is a huge warehouse. I completed manual
handling, health and safety and also Level 1 in warehouse and storage. I
enjoyed the course and the trainer was a good person who understood me.
After the course I had an interview for iforce. They offered me a job two days
after my interview and AM2PM gave me some boots and a high visibility vest.
My first job was as a Warehouse Associate; I was packing items which were
then sent off to stores throughout the country. Four months into my job I
was promoted to team leader. It’s great and I am earning more money.
My daughter was born in February 2015 and I can provide a better life
for my family. I am grateful for what AM2PM and Shaw Trust have done for
me. Thanks for everything”
Work Programme customer
It is important to AM2PM that we are actively assisting the members of our
local communities back into work and our relationship with Serco, and their
network of providers, was key to our success last year. It also helped us
overcome what could have been a very challenging labour market.
By designing employer-specific courses we were able to help applicants
further away from the job market become job-ready and in a position to start
work fully aware of what was expected from them.
2014 was a great success and we look forward to continuing to work with
Serco on a long and fruitful partnership.”
Matt Minton, Operations Manager, AM2PM Training Solutions Ltd
I have always felt that AM2PM are very focused on the customers and want
to place them in employment and training which is of benefit to them; their
training is especially useful for those with no work experience. They are
empathetic to customers’ requirements and are happy to work around barriers
such as child care issues, health conditions and criminal convictions. They
are flexible, friendly and I have only ever received positive feedback from
customers who have worked for them.”
Zoe Lee, Employment Adviser, Shaw Trust
AM2PM shares vacancies with Serco and visits providers monthly to
promote opportunities, support with job fairs and register customers
for employment.
Customers take employer-specific training. Interviews are
guaranteed on completion of qualifications.
Interviews are held at employer premises. Applicants are taken on
a site tour to reduce any anxiety and familiarise themselves with the
environment they could be working in.
A bespoke agreement with Serco means AM2PM support starters
with purchase of personal protective equipment or tools needed for
the job, benefiting 65 customers so far.
Employees can progress by taking work-based learning
qualifications or by developing skills through training others and
taking more responsibility. Six Serco customers have been promoted
to date and now manage their own teams.
Vacancy
Further
Training
Employment
Interview
Training

9. 16 17
Serco has teamed up with KFC to help Work Programme customers
take advantage of new vacancies with the fast food giant.
Skills Marketplace
Advisers and Managers from our provider network met
with five training organisations at a Serco-led event in
South Yorkshire, all of which had a suite of courses and
opportunities tailored to bridge the gap between skills and
employment to support our customers.
A pilot recruitment day for KFC has proved a great
success. More than a dozen unemployed people
attended the assessment day at Serco’s provider Inspire
2 Independence’s premises in Coventry. Customers from
four providers were put forward and the day concluded
with loud cheers as five candidates found out they had
been successful while others will do a work trial.
Successful candidate Dean Hughes, who has been
unemployed since January 2014, said: “I’m over the
moon. It’s like I’m going back to reality. I’ve been looking
for a customer service role for a while now, so this is
perfect. I recently did a Customer Service qualification at
i2i, so hopefully it will stand me in good stead.
“My adviser Ash has helped me a lot with my CV and he
set up this appointment for me, so I’m really chuffed. The
session was really good. I loved doing the team activities
and the way that it got everyone involved. I thought it was
lovely, and it helped that all the people were nice too.”
The Recruitment Day was run by SME, who run many
KFC franchises. They organised a series of KFC-themed
team activities aimed at helping the customers to show
their skills and abilities in a relaxed environment.
Successful candidate Jordan Gallacher, who has been
unemployed for three years, said: “I thought the event
Joint collaboration - KFC
was very enjoyable. It was much better than a formal
interview as there were a lot of opportunities for us all to
interact. I’m feeling very happy. I’m hoping I can go on to
get a role in the kitchens.”
Meanwhile Aaron Tovey was also delighted to be offered
a job after being out of work for two years. “It’s been
a difficult couple of years and I’ve really struggled with
my confidence,” he said. “But I’m feeling much more
confident today. I’m so happy and pleased to be back in
work. The i2i team have been great. They have given me
a push and plenty of guidance along the way.”
Kirsti Peters, Group HR Manager at SME added: “I
thought the day was very successful! Our usual success
ratio is about 50%, so the assessment was in line with
our expectations. It has been a pleasure working with the
team whose optimism and enthusiasm for the process
has been wonderful!”
Delegates networked with organisations like Investin Skills People, Working Links, The Source,
The Real Apprenticeship Company and HR Training to discuss pre-employment opportunities
available; from contact centres, food preparation and construction, to retail, business
administration and apprenticeships in warehousing. Previously unfunded training such as
roads & street-works, working in confined spaces, Construction Skills Certification Scheme
(CSCS) cards and working at height were also on offer. Hundreds of customers have benefited
from training showcased at the Skills Marketplace to date.
By working with partners like Serco we ensure that our wide range of courses
are brought into the communities where they can make a real difference to
people’s employment prospects. We advocate the raising of standards in the
pre-employment training arena, and are keen to work with forward-thinking
organisations who empathise with our values.
Serco have been extremely helpful and welcoming of new ideas and understand
the importance of pre-employment training courses. Serco’s Skills Marketplace
event was a massive success; we managed to establish great relationships, and
are now working closely with a number of their providers. I hope the relationship
continues to grow and I’m looking forward to the future, working with Serco”.
Jess Crerar, Business Development Manager, Investin Skills People
Working closely with Serco’s supply chain in the last year, Working Links has
been able to support almost 200 people into training. What’s more, 30% of these
customers have started work within 13 weeks of completing their training. This
partnership is helping us achieve our goal of supporting as many people as
possible towards a brighter future.”
Jamie Cottrell, Adult Skills Contracts Manager, Working Links
I’m over the moon. It’s like
I’m going back to reality. I’ve
been looking for a customer
service role for a while now,
so this is perfect."

10. Alex conquers health fears
and works on his future
Depression, unemployment and
a life-threatening condition could
demotivate anyone from moving
forward. Alex Zubanych however
bounced back in no time. With the
right training and qualifications and
his natural entrepreneurial flair he
not only secured a number of jobs but
he embarked on his self-employment
journey as well.
Alex, from Burton-on-Trent,
suffered with depression due to
ongoing health concerns resulting
from open heart surgery. Since
December 2012 he had been on
EmploymentandSupportAllowance.
His confidence, motivation and self-
esteem were low as he had been out
of work for about a year.
The 22-year-old took a
counselling course and completed
a Customer Service Apprenticeship
through his Work Programme
provider learndirect, one of Serco’s
subcontractors.Hesaidthebestthing
about the programme was “being
able to take advantage of the free
training and qualifications offered by
learndirect. Learning and succeeding
helps you realise that you are capable
of achieving anything if you put your
mind to it.”
Desperate to be useful and
earning for himself, and supporting
his mum and siblings, Alex, with help
from his advisers, Josh Golding and
Lisa Samuels, managed to secure
a number of temporary jobs in
warehousing, cleaning and pub work,
developingareputationforreliability
every time. He said: “Josh and Lisa
have helped me regain confidence
in my abilities and have always had
a door open for me to come back for
support or just to chat about how
things are going.”
Alex was unfortunately forced
to resign due to his ongoing health
problems. Throughout these
challenges however, he never left a
job without another one to go to, and
never gave up looking for the next
opportunity.
At that point Alex decided to give
self-employment a go, and received
relevant support from learndirect.
He used his entrepreneurial flair and
eye for a bargain to turn his hobby
of trading at markets to a business.
In his spare time he now buys and
resells a wide range of items - from
computer parts, games and consoles,
to DVDs and car parts - at markets
and through his own online sales
store.
In the meantime Josh put Alex
forward for a Warehouse Operative
jobwithgrowinglocalfirmCTSToner
Supplies, who were impressed by his
thorough work and professionalism.
He now considers this his main
workplace where he undertakes a
variety of roles, including a weekend
job gardening for the company
Director and feeding his Alpacas on
the surrounding farm.
Alex is in a much better place as
he has found a supportive employer
in CTS. He said: “The best thing about
beinginworkisthesenseofprideyou
get. Knowing that you put your own
bread and butter on the table is a
special feeling when you couldn’t do
that before.”
The best thing about
being in work is the
sense of pride you get.
Knowing that you put
your own bread and
butter on the table is a
special feeling when you
couldn’t do that before.”
Alex's journey was featured in the Burton Mail
19
John builds new career
after 20 years out of work
with ill health
John Twinn had been out of work since 1992. The 53-year-old from
Coventry had endured spondylitis - inflammation of the joints of
the backbone - for many years which left him reliant on incapacity
benefits and led to anxiety and depression. John also felt his age
was against him and his confidence had hit rock bottom.
On joining the Work Programme with Groundwork West Midlands
- a charity in Serco’s delivery network - his adviser Sharon Lynas
said: “John faced many barriers when he joined us, but we worked
closely to overcome these. Together we built his CV focusing
on his key attributes and selling himself. I assisted with his job-
searching and generally encouraged him to focus on what he can
do and be positive about the future. We also looked at overcoming
employers’ perceptions of the gap in his employment history.”
A customer-facing position came up with Tesco, ideal for John to
make use of his excellent people skills and clean driving licence.
Sharon helped him apply and prepare via mock interviews, and
soon John secured the full-time position of Customer Delivery
Assistant.
John said: “The help I received was second to none and I found
employment in a job I love. Sharon helped me fill in the application
form there and then. She gave me the confidence I needed for a
successful interview and I started work four days later.”
Sharon added: “John’s confidence rose by 100%. He was
overjoyed on finding work and couldn’t thank us enough for our
help; he felt it was a massive turning point in his life. His employer
is really pleased with John, who has recently been awarded
Employee of the Month”.
John has sustained in work for over two years now and his life
has been transformed ever since. He added: “I’m really grateful to
Groundwork for everything they’ve done. Since then I got married,
lost over 3 stone and my whole life has changed!”
The help I received
was second to
none and I found
employment in a
job I love.
Since then I got
married, lost over
3 stone and my
whole life has
changed!"

11. 20 21
English Language Requirement (ELR)
Serco is the sole prime contractor delivering this payment-by-results programme on behalf
of the Department for Work and Pensions through a network of local expert providers. As
part of the programme, each learner’s speaking and listening skills are assessed and their
tutor encourages and supports them to improve by one skill-level and reviews their progress
regularly. On completion of the course learners gain an accredited qualification to support
their future applications for work, further education and everyday life.
Although new, ELR is already having a real impact on improving people’s lives, many of
whom have already moved into work or further training.
ELR is a new initiative launched in December 2014 to
help people living in Wales improve their English (or
Welsh where appropriate) language skills, in order to
improve their prospects of obtaining employment and
integrating into the local community.
Learners can join ELR from
63 Jobcentres across Wales
Nationalities
35
Languages
38
Provider Training
Events
12
Delivery Sites
18
lives touched
in the first four
months
400
qualifications
achieved in the
first four months
40
hours of guided learning
Serco's ELR programme at a glance

12. 22 23
Leila and Zyiad are among the first learners
to have achieved a qualification through ELR
Leila, 33, was born in
Cardiff but moved to Libya
with her parents when she
was six years old.
As a qualified teacher, Leila Bengzi worked at a
primary school in Libya for four years. Then, all
schools were shut down due to the war. “There
were no jobs, no security, no life. I couldn’t stay
there”, Leila said.
“In September 2014, the ambassador
evacuated me, my parents and my brother
back to Cardiff, as we have British passports.
But my husband is still there. We’ve been
married for six years. They stopped issuing
passports for two years, so for now we use
Skype to keep in touch.
“I started my ELR course in January as I
struggled to communicate in English after
all those years. I really enjoyed the course,
especially the role plays as they were similar
to real life situations. My tutor Max helped me
a lot. She is just amazing. She makes you
feel relaxed and treats you like a member of
her family. I’m really grateful for the help and
encouragement I received. She helped me get
my confidence back.”
“I really enjoy it here in Wales; I just hope my
husband will come here soon. At the moment
I’m looking for jobs, but because my teaching
qualification is not recognised in the UK, I’d like
to go to University here to qualify as a teacher;
I love teaching.”
Zyiad, 47, a former tailor
from Syria, moved to
Cardiff in 2008 with his
wife and three children as
refugees, due to the war.
Zyiad Muhamed joined ELR to improve his
English language skills and increase his
chances of finding work.
Zyiad said: “I really liked the course. The kids
go to school in Wales and they help me with
my homework too. We are very happy here.”
Lucy, Zyiad’s tutor at ACT, added: “Zyiad
enjoyed building friendships with other
learners in the class. Week after week his
confidence increased and he was always
happy to contribute during lessons.
“Zyiad was the first learner in his group to
attempt the final assessment and he passed
with flying colours. He had never received
formal education in Syria and has adapted
excellently to this learning environment; he is
enjoying every step of the process.
“Zyiad hopes to continue his adult education
journey by enrolling on further courses. In
fact he has already started a new Numeracy
and English course and he’s hoping to
undertake an ICT course in the future as well,
which he believes will increase his chances
of finding work”.
My tutor Max helped me
a lot. She is just amazing.
She makes you feel
relaxed and treats you like
a member of her family.
I’m really grateful for the
help and encouragement
I received. She helped me
get my confidence back.”
Zyiad was the first learner
in his group to attempt the
final assessment and he
passed with flying colours."

13. 24 25
What our providers say...
Serco have been nothing but professional in helping us implement the ELR
programme. They have dedicated staff who are friendly, approachable and
knowledgeable. They deal with queries with minimum fuss and are always
happy to help and support our team. Overall our experience of working with
Serco has far exceeded expectations.”
Dave Williams, Operations Director, Learn About ACT
We currently deliver the ELR contract in Swansea for Serco. It has been a
pleasure working alongside them while setting up the contract and their
continued guidance and support has been invaluable for us to ensure quality
delivery and excellent results. They are highly professional, honest and
transparent in all matters, which is why they are highly thought of within the
welfare-to-work industry.”
Julie Thomas, Business Manager, TBG Learning
WEA Cymru have found it a very positive experience working with Serco on
the ELR programme. Despite dealing with a number of challenges - especially
during the busy set-up phase - we have found our partners in Serco to be
supportive, helpful and straight with us.
As the day-to-day project manager, I have had a lot of contact with Serco’s
Senior Performance Manager Ruth Bardsley, and have found her to be
incredibly helpful and always happy to help – even when I’m sure I have asked
the same question numerous times!”
Sarah O’Connell, Projects Coordinator, WEA Cymru
Aneurin Leisure delivers leisure, learning and cultural services across Blaenau
Gwent, making a positive impact on the community. We provide adult
learners access to courses and activities, to support them gain the skills and
confidence to help them move towards employment.
We have worked in partnership with Serco since 2014 to deliver ESOL classes
and support. Our relationship has been professional and above all supportive.
Serco’s excellent processes and quality assurance systems have enabled us
to focus on our delivery on their behalf.
Through our partnership with Serco, the English Language Requirement
programme has improved learners’ lives and helped them realise their
potential for a brighter future.”
Ceri Waters, Community Learning Manager, Aneurin Leisure
Learners and trainers have been celebrating after a group
of 10 all passed their English Language Requirement
(ELR) course.
TBG Learning, a third sector organisation in Serco’s ELR
delivery network, marked the success of their first cohort
with a small ceremony held at their local Jobcentre Plus
centre in Swansea, where all successful learners received
their certificates.
The programme led to one successful learner being
invited for interview by a big employer in Swansea.
Five others are now starting employment at a leading
e-commerce company, while another has gained work at
a local café.
Robert Uprichard, one of the TBG Learning’s trainers,
said: “The progress for each individual has been amazing
and the results now speak for themselves, literally.”
Jason Hamill, also a trainer, added: “The programme
duration is only 10 weeks and in our first week we
required the use of translators in order for us to simply
communicate effectively; now, 12 weeks later we are all
sat around this table having a meaningful conversation.
I couldn’t be more proud.”
One of the successful learners, said: “I enjoyed meeting
similar people, I love reading magazines, writing and
I’ve also joined a library”. The specific individual was
held in high esteem by her fellow peers who said
she kept them all on track and reiterated the need to
constantly speak English while in class.
Pam Sutton, district manager for Jobcentre Plus, added:
“It was fantastic to hear from the individuals first hand at
the event about the impact this learning has had on their
day-to-day lives. This support greatly improves people’s
prospects of finding work.”
Learners land jobs as
a result of ELR
We’re really pleased about our learners'
achievements. As the programme’s name
suggests, English Language Requirement in
simple terms is about supporting people to
improve their language skills. What people
may not realise, is that many of our learners
have experienced traumatic situations in
the past, and so through our programme I
feel they gain a lot more than a qualification,
they gain hope for a better future. They
interact with people, make new friends, have
a meaningful routine and feel valued. They
get the chance to integrate within their local
communities, continue their studies, secure
work and live independent lives.”
Aaron Henricksen, Business Director,
Serco’s Welfare Services

14. 26 27
“I am really enjoying my new job. I enjoy the routine and
I feel that I need this; it keeps me busy and my mind
occupied on something positive.”
“I’m really proud of Jamie”, Jane added. "He's ambitious
and he's planning his future cleverly. He is really focused
on building up his skills and his reputation at work. He
has given himself a target to save for a motor bike and is
working overtime for this.
“Jamie’s employer is quite impressed by his time keeping
and work ethos; he also gets on really well with his new
colleagues.”
Working together to support offenders
In order to effectively support prison leavers on the Work Programme
get back into work and reintegrate into society, Serco has taken the
initiative to collaborate with a number of prisons in the West Midlands
and South Yorkshire, Integrated Offender Management teams,
Probation and other stakeholders.
Jamie is in the driving
seat after leaving prison
When Jamie joined the Government’s Work Programme,
he never thought employers would give him a chance
given his criminal record and long-term unemployment.
Now he works at a car parts’ company and his life is back
on track.
Although Jamie from Birmingham was keen to get back
into work, after nine years of unemployment he lost hope.
A couple of bad decisions sent him straight to prison and
his world came crashing down; no employer would ever
give him a second chance...or so he thought.
A day prior to Jamie’s release from prison, Jane Buswell,
an Adviser at Shropshire County Training – one of Serco’s
Work Programme providers – made contact with him to
explain the support available through the programme.
Jane said: “Jamie seemed very keen to take advantage
of the support available through the Work Programme
and turn his life around.
“Things moved really quickly after that”, Jane added. “I
arranged for Jamie to meet John and George from our
Employer Engagement Team right after his release. A
suitable opportunity was identified and after a successful
application and interview during the same week, he
secured a full-time, permanent role as Production
Operative at a major car parts’ company and started work
the next day!
“Our Skills Support For Unemployed Team also helped
with initial travelling costs to work and funding towards
obtaining a driving licence.”
Jamie commented: “I felt nervous and anxious about my
prospects prior to being released from prison and felt
that I would just get more knock backs from employers;
I have never felt that there has been any support for me,
particularly with having a criminal record.
“My adviser and the Engagement Team at Shropshire
County Training have worked together well to give me the
support I needed and move me into work quickly. I do
not feel that I would have had this opportunity without the
Work Programme.
I am really enjoying
my new job. I
enjoy the routine
and I feel that I
need this; it keeps
me busy and my
mind occupied on
something positive."
Integrating support for offenders
We’ve teamed up with Integrated Offender Management
(IOM) teams in Redditch, Coventry and Warwickshire,
plus local police and prisons in the West Midlands in
an effort to take a more holistic approach to supporting
our prison leavers. What started as an informal chat
on the potential of working together to support prison
leavers move forward, has now progressed to a series of
meetings with our providers involved as well.
A data sharing agreement with IOM teams has been
approved which will allow us to identify people on both
of our caseloads and work together to support people
on their journey following their release. We anticipate that
this will reduce duplication of effort, enable a smoother
transition on the Work Programme and into work and
ultimately reduce reoffending.
Raising awareness via Resettlement
Marketplace
Serco’s participation in Resettlement Marketplace events
now include HMPs in Dovegate, Sudbury, Stafford and
Hewell. Serco and our providers have been engaging
with offenders through regular events at the prisons
in the last few years, where offenders meet various
agencies to hear about support available on release;
from finding work, housing and debt, to drug and
alcohol support, food banks and college courses. Serco
has the opportunity to discuss the Work Programme’s
value to offenders who may sign up to their benefits
prior to release, enabling us to support them through the
programme more efficiently.
Making a change at HMP Doncaster
Serco joined forces with HMP Doncaster to develop and
deliver a Work Programme module which forms part of
their Make a Change (MAC) course.
MAC is a modular-based learning approach the prison
uses to begin the rehabilitation process for offenders
before they are released. Its aim is to prepare them for
the outside world by giving them the tools and knowledge
needed to become good citizens and reduce reoffending.
Participants are referred to the course up to six months
prior to their anticipated release date. It is made up of a
range of topics: from housing, benefits and managing
finances, to family, healthy eating and probation.
Serco developed and delivered the content for the new
fortnightly Work Programme module. It was added in
2014 in recognition that many offenders were unaware of
the programme, the support they can expect from it and
the consequences of non-participation.
The module is now delivered in collaboration with our
Work Programme competitor in the region. The approach
of directly engaging with offenders prior to release to
engage them on the Work Programme is unique in the
sector and we are already seeing the positive results of
this activity. The initiative also assists HMP Doncaster
meet its contractual obligations of maintaining contact
with offenders after their release, which has been proven
to help with the reduction of reoffending.

15. 28
What our advisers say
We know our advisers are
passionate about helping
people turn their lives
around. Here’s why…
My job is challenging and rewarding. I
am always motivated and feel a great
sense of achievement when my personal
goals are met. Knowing I have helped
someone into work and changed their life
for the better gives me a great sense of
pride and satisfaction.”
Lyn Reed, Employment Adviser,
Beacon Employment
I’m motivated by helping people achieve
their dreams; be it learning new skills,
getting that job they’ve always wanted,
or simply being able to support their
family and make a difference in their own
home.”
Ben Dalby, Team Leader, Sarina
Russo Job Access
I value my job because I get to help
others to help themselves.
The Work Programme supports people
take control of their future.”
Tricia Foster, Business Manager,
learndirect
We have a privileged insight into
people's lives and help them with lots ofproblems others might not even knowabout – often customers trust us withthese.
Every time one of my customers getsinto work I feel pleased for them -
pleased for me! (in that order).”
Josh Golding, Job Coach, learndirect
My job offers me the chance to work with
a diverse range of people with different
and often complex needs. It’s rewarding
seeing them gain valuable knowledge
and techniques and moving into
sustainable employment.”
Jane Buswell, Employment Officer,
Shropshire Council County Training
Every time one of my customers gets
into work I feel like I’ve made an impact;
be it helping them get their first job,
helping to improve their confidence,
or simply helping them improve their
financial situation. Knowing another
person is better off is a great feeling.”
Kevin Grace, Employability Coach,
learndirect

16. 30 31
Single mum
turns life around
after a decade of
unemployment
an exam, and is now exceeding her
sales targets and earning bonuses as
a result.
“When I informed Lyn of
successfully getting the job she was
genuinely thrilled for me, this was my
proudest moment ever,” said Sarah.
Julie Wilkinson, Sarah’s manager
at Clarks, said: “Sarah has progressed
really well and through the in-store
training has grown in confidence in
the role.
“Shealwaysachieveshermonthly
sales targets and has been given
special mention in team meetings
due to her excellent performance.
“She has integrated well with
other staff and is a valued member of
the team.”
Lyn said: “Sarah has been given
extrahoursandshe’snowoffbenefits,
very happy, very slim, looking and
feeling great".
When I informed Lyn of
successfully getting the
job she was genuinely
thrilled for me, this was my
proudest moment ever.”
Sarah's journey was featured in the Worcester News
Out of work since 2002, lone
parent Sarah Challis had become
demotivated and depressed. She
now feels like a new woman after
securing a job following 11 years of
unemployment.
Having been unemployed since
2002, Sarah was demotivated about
life in general and was putting on
weight.
The 41-year-old joined the
Work Programme with Beacon
Employment, a small charity in the
Serco Welfare Services network, to
support her to overcome her barriers
and return to work.
Sarah’s adviser, Lyn Reed, said on
their first meeting it was obvious her
confidence had been knocked in the
process of trying to find employment,
and the numerous job rejections left
her with very low self-esteem and a
feeling of being judged.
Lyn said: “Sarah came ill
equipped with no CV or skills in
finding employment and her morale
was low.
“However, we discussed how we
would build on these areas and by
the second meeting got her a CV and
worked on her personal goals setting
targets for each meeting.
Sarah said: “Lyn was always in
touch with me regarding jobs that
were appropriate for me and was very
supportive and I would come out of a
meeting on a high.”
With her increased drive,
Sarah decided to join the gym
and, competing against her sister,
reported her weight loss each week to
keep her motivated.
Lyn was impressed with Sarah’s
persistence and results. She said:
“It was amazing – after a number of
weeks I could see the transformation
in not only her appearance, but in her
confidence and persona as well.”
In July 2013 Sarah managed to
secure a part-time job at Clarks in
High Street, Worcester, as a Sales
Assistant, allowing her to continue
caring for her children.
Within a few weeks, she was
awarded ‘Clarks trained fitter’ status,
after undergoing training and sitting
It was amazing – after a
number of weeks I could
see the transformation in
not only her appearance,
but in her confidence and
persona as well.”
Lyn Reed talks about life
as an Adviser
Fundamentally my role is to support customers on
a journey to securing sustainable employment by
overcoming barriers like low self-esteem and lack
of work experience.
I’ve been working with Beacon Employment
in Worcester as an Adviser since 2011. I have
successfully placed 300 customers into work, and
still keep in touch with some on a regular basis.
Having found myself on a work programme after
a successful 30-year career as an Area Manager,
Recruiter and Trainer for major retail companies,
I’ve got a good understanding of our customers’
needs.
It’s true that some people have more complex
barriers than others, from disabilities and mental
health conditions to prison sentences and
substance misuse. I do my best to coach them, to
build their confidence and lift their morale through
open and honest conversations, regular meetings
and patience. This also helps with removing the
stigma our customers feel they carry as long-term
unemployed individuals.
No two days are ever the same and every
customer is different; I find this variety really
motivating. I rise to the challenge of making a
difference to someone’s life; it is a matter of
wearing different hats for different folks (I have
many hats!).
It is immensely satisfying and it makes me proud
when I see the transformation and growth in
people and see the hurdles we have got through,
by working together. It may be something as
simple as getting them into a routine of getting
out of the house, brushing their hair or just making
a little effort to change their mind-set and having a
positive “can do” attitude.
Others just need pointing in the right direction
and the belief they can change - but they need to
WANT to make that change.
People come to me looking for a job, but I hope
they leave with more… I say to them I do not
want them sitting with me for 44 weeks, I want
them on my wall of fame! I may build them a
great CV and speculative letter that generates an
interview, but at the end of the day, THEY are the
ones that get the job.
That is my reward....job done!”
Sarah, one of Lyn’s customers, was
featured in our last Impact Report.
We’re delighted to say that the single
mother of three is still in work and
working for Clarks. Over the past two
years, she has exceeded all her targets
and been promoted to Team Leader.
Her inspirational story also made the
Worcester News.

17. 32 33
Impact on welfare-to-work sector and beyond
Serco works in partnership with stakeholders to share
best practice, improve customer service and promote the
importance of the employability sector. In 2014, Serco
teamed up with IEP, ERSA and a number of academic
institutions to support and celebrate our sector’s work, as
well as benefit from credible market research.
Supporting the sector’s professionalisation
Launched in July 2012, the Institute of Employability Professionals (IEP) is a
not-for-profit organisation, owned by its members and dedicated to raising the
standard of professionalism across the new employability profession, which is
found predominantly within the employment support sector.
Since its inception, IEP has worked closely with Serco Welfare Services to
advance the professionalisation agenda. Not only does Serco sponsor its
staff into IEP membership, which provides them with external recognition of
their expertise, but it is also one of our sector employers that provide IEP with
patronage.
Over the past three years, Serco has worked with IEP to set competency
standards for the employability profession. With Serco’s support, IEP has
been able to develop and launch a framework of qualifications that includes
the Employability Services Sector (ESS) suite aimed at front line staff and
new entrants. Serco has also sponsored the development of the new MSc in
Employability Leadership, which IEP has introduced with Coventry University
London Campus.
IEP looks forward to working with Serco in the coming year to advance the
professionalisation agenda even further, and to cement employability as one of
the UK’s most attractive career options for new entrants and a great sector to
work in for the current workforce.”
Declan Swan, Director, Institute of Employability Professionals
Celebrating the best in our sector
Serco sponsored the Lifetime Achievement Award in
the Employment Related Services Association (ERSA)
Employability Awards 2015.
The awards celebrate the exceptional people and
organisations across the employability sector supporting
people in their journey towards employment. Serco
presented the award along with Minister of State for
Employment Rt Hon Priti Patel MP.
The winner, Mick May is the Founder / CEO of social
enterprise Blue Sky, which, in the words of David
Cameron, is “the only company in the country where
you need a criminal record to work there”. Under Mick’s
leadership Blue Sky has employed over 1,000 ex-
offenders (a large prison’s worth) in less than 10 years,
creating entry level jobs by winning commercial contracts
in a range of industries.
A university challenge
Following a successful partnership with Leeds University
Business School in Year 3 looking at employers’
perceptions of the Work Programme, we focused on ESA
customers’ perceptions of the programme in Year 4 (see
pages 6-7). Findings have been shared at academic
conferences and DWP forums.
Year 4 also saw two live consultancy projects with
Birmingham City University as part of their Executive MBA
programmes which include an international exchange
element. Six students from Rollins University, Florida, USA
spent a week with us developing a proposed strategy on:
a) improving the initial assessment of customers joining
the Work Programme and b) collaboration with external
stakeholders to maximise our impact.
Aside from producing credible and unbiased research
and generating new ideas at low cost, the impact of such
collaborations extends beyond our sector. Universities
face an increased pressure to demonstrate practical
impact through their work to gain funding, whilst access
to data for research and publications can be hard to
obtain. Working with institutions with an interest in our
sector helps meet their targets, enables students to gain
valuable practical experience and helps bridge the gap
between academia and business.
A prime partnership
Year 4 saw a successful partnership with another Work
Programme prime provider to fill vacancies with three
single-price retailers in South Yorkshire. Through this
collaboration Serco fills vacancies when they arise in the
region due to new store openings or ad hoc recruitment.
Serco’s supply chain has exclusivity to fulfil their local
recruitment needs. This successful partnership has a
number of benefits:
• Over 200 unemployed people secured work with
high-growth retail businesses, including the entire
shop floor workforce of four new stores.
• Excellent opportunities for promotion of our Work
Programme due to new store openings.
• Serco’s providers have access to regular vacancies
ideal for our customers.
• Employers access a pool of motivated individuals
ready for immediate start.
• The Work Programme is established as a free and
reliable holistic solution for employers’ recruitment
needs.
My Adviser Donna from The Work Company
was brilliant and gave me 100% support.
She helped me prepare for the pre-interview
assessment and bought me new interview
clothes. With her support I was successful in
getting the Sales Assistant job with Bargain
Buys (Poundworld) in Doncaster”.
Work Programme customer
Serco’s partnership gives us a steady
stream of accessible and popular vacancies
for our customers and is a good example
of integrating efforts within the sector to
support the needs of both customers and
employers. It has enabled WISE Ability
to change the lives of over 70 customers
by helping them secure sustainable
employment in South Yorkshire, and we look
forward to helping many more in the future”.
Cheryl McKenzie, Regional Sales
Manager, WISE Ability

18. 35
Impact on our communities
Supporting local youth
Pulse Award winner Ravi Kumar presented a
Serco donation of £500 to 15-year-old Josh
Slaney at an Albion Foundation event in
Birmingham.
Josh has a severe case of cerebral palsy
but he doesn’t let his disability get in the way
of having fun. He wants to be a Powerchair
coach so he attends regular sports sessions
with The Albion Foundation, a charity working
in partnership with the West Bromwich Albion
Football Club to make a difference in the
local community.
“Josh was overwhelmed by the gesture,”
Ravi said. “He is going through a tough time
and is due to have a major operation soon.
The donation will help him realise his dream
of watching England play at Wembley."
Promoting sustainable development
The European Social Fund Mainstreaming Leader
Awards have recognised Serco's involvement in
supporting ex-offenders.
Serco had nominated award winning partner John Laing
Training (One Service) for helping ex-offenders gain
the skills they need to get into the construction industry
using environmentally friendly practices.
This initiative has made a massive impact to the
lives of Serco's programme participants, not only
equipping them with valuable skills for work and life,
but also keeping them out of trouble, providing safe
accommodation, and giving them new opportunities
and positive direction, underpinned by a strong
environmental ethos.
Pictured above: Serco and John Laing Training (One
Service) representatives receiving ESF Award
Inspiring the future
Colleagues Wendy Dodson, Performance Manager,
and Mike Buxton, Employer Relationship Manager,
volunteered to give mock interviews and career insight
talks about their jobs in primary and secondary schools
in South Yorkshire.
Wendy said: "I explained how school courses are vital in
the world of work: how we monitor performance through
the use of Maths and report both internally and externally
using English skills. I also demonstrated the potential
consequences of getting our maths wrong and the
impact this could have on a business. The students were
inquisitive and asked lots of questions, including a few
awkward ones! It was a great experience trying to make
our 'world' make sense to the future generation."
Mike added: "The talks went well and I got excellent
feedback. The children enjoyed the session and
were still talking about it days later. I found this quite
rewarding and also amusing having listened to some
of the things the kids said. I would recommend this
volunteering option to everyone.”
Tackling poverty
• Colleagues supported a tea party organised by
Orega, their serviced office provider in Birmingham,
to help raise money for Comic Relief, helping to tackle
the causes of poverty and social injustice in the world.
The team got involved by baking and purchasing
delicious cakes and snacks, helping to raise almost
£200 in just a few hours.
Gemma Pearcey, Quality Assurance Assessor,
said: “Red Nose Day is a fun way of getting serious
messages across. Donating a few pounds makes all
the difference and can help save lives.”
• During their annual conference in Nottingham
colleagues took the opportunity to support local
people struggling to get by, by donating over £300
worth of non-perishable food cupboard items to the
Meadows Foodbank, part of Hope Nottingham and
the Trussell Trust Foodbank network.
Looking after Rugby World Cup
spectators
Our Business Analyst Jess Davis is helping to make
the 2015 Rugby World Cup a great experience. Jess is
volunteering in the Spectator Services Team at Wembley
Stadium during two matches. She said: “I’ve been playing
rugby since I was little and through this opportunity I’m
gaining new skills, meeting lots of new people and giving
something back to the best game in the world! RWC
is supporting the World Food Programme, the world’s
largest humanitarian agency fighting hunger worldwide,
so it’s nice to be able to get involved in an event which
helps to make a difference.”
Pictured below: Jess with Wales' ex-rugby player Shane
Williams
Ravi Kumar, Work Programme Employer
Relationship Manager, has won a Serco Global
Pulse Award 2014 in the ‘Heart’ category. Each
year this award goes out to an exceptional
individual who has shown unequalled courage
and selflessness.
Ravi went out of his way to help rescue an
elderly couple from the hands of a gunman in
Birmingham, risking his own life and suffering
from a number of kicks and blows as well as
having his suit torn as a result. The couple
were overwhelmed with gratitude for Ravi’s
intervention and the assailant was sentence to
almost five years in prison. Ravi’s bravery and
selflessness is akin to the ethos he displays at
work, always happy to go the extra mile for the
benefit of the team.
Defending
people in need
Ravi's journey was featured in the
Express & Star (Sandwell)
Pictured: Ravi receiving his Global Serco Pulse Award from
Serco's Group CEO, Rupert Soames (right) and our Central
Government division's CEO, Kevin Craven (left).
34

19. Serco Welfare Services
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+44 (0) 0121 679 9176
w2w@serco.com
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www.twitter.com/SercoW2W
Please direct enquiries about this publication to Marianna Barillec,
Marketing Manager, Serco Welfare Services, marianna.barillec@serco.com
Publication date September 2015.
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