NEW RESEARCH: Serco rebuilding trust with UK Government - lessons for suppliers

2014 is destined to be a pivotal year for Serco as it attempts to rebuild trust with UK Central Government (see here and work back). Serco's response has been a corporate renewal programme and senior management changes, which are now showing signs of progress (see Serco beats Agilisys and Lincolnshire).

Serco’s troubles offer some important lessons for other big outsourcing suppliers to UK Government like Capita, Atos, HP, Capgemini, IBM and CSC as they too face similar challenges, driven by increasing pricing pressure, expectations to bear greater risk, and growing demand for contractual innovation and service investments.

Government is now demanding greater transparency and accountability from its outsourcing suppliers. This means important changes need to be put in place to ensure procedures are fit for purpose and suppliers meet the right criteria to engage.

Subscribers to TechMarketView's BusinessProcessViews research stream can read the analysis and implications for Serco and other suppliers here.

Posted by John O'Brien at '12:33' - Tagged: centralgovernment   bpo   bps