One company Countless possibilities Advise | Design | Integrate | Deliver Serco in Confidence 24 th April 2013 Driving performance: the role of Management Information Guy Venables Christine Shaw

Serco in Confidence 1 What is Serco’s experience of MI systems? Four current employment services contracts (West Midlands, South Yorkshire, East of England and South East England) Serco have been delivering government contracts since ,000 Customers on Employability Provision Approximately 30,000 transactions per day A lead contractor of a pure integrator model – we subcontract 100% of delivery to a large network of local providers from the public, private and third sectors, many of which are SMEs Uniform MI and Caseload management system Intelligent Milestone and Performance Tracker (IMPACT) developed and maintained by Serco Cloud based solution

Serco in Confidence Why do we need a uniform system (IMPACT) for our subcontractors? Accurately tracks the number of jobseekers, advisors and referrals across the contract, allowing us to measure and support performance improvement Transparent system allows for all customer journeys to be mapped Customisable reporting functionality A wide range of performance management capability amongst subcontractors Important to have “one version of the truth” Links geographically dispersed providers. IMPACT includes Serco’s ‘Toolkit’, which: Enables document sharing; Features online performance improvement tools; Provides a comprehensive directory of specialist local provision; Facilitates vacancy sharing between subcontractors. Provide JBO and DEL with direct access 2

Serco in Confidence IMPACT – the cost What does IMPACT cost our subcontractors? Nothing! Serco absorbs the cost of: Development costs at the beginning of any new employment programme All licences required by supply-chain staff On-going development costs Consultation with delivery network and Serco to enhance capability Annual maintenance costs Data Warehouse licence costs (more about this later) Initial training – will use a train the trainer model 3

Serco in Confidence The benefits of IMPACT Real-time information available to all Elimination of paper-based errors Reduction of paperwork Performance management available to all staff throughout supply chain Enables a support and challenge approach to supply chain management No unscheduled down time since launch in

Serco in Confidence The benefits of IMPACT Empowers provider management teams to analyse performance and support ongoing development Front line staff are able utilise reports to improve caseload management Continuous performance improvement: improves caseload analysis and forecasting; swift reallocation of flows to address over/underperformance. Security and fraud prevention Customised dashboard reporting available at all levels 5

Serco in Confidence Benefits of the Data Warehouse Allows complex reports to be developed Daily performance data produced Ability to drill down to see exceptions Cohort reporting can be used to measure job or referral cohort performance Data Warehouse reports can be sent straight to subcontractors’ staff via 6

Serco in Confidence Benefits of Serco’s approach to Continuous Improvement Serco’s open and honest approach to supply chain management: Facilitates learning between subcontractors, allowing them to develop faster Maximises performance, with the support of dedicated Performance and Quality Assurance Managers Focuses the business on improving performance in geographies that need support most Allows granular analysis of performance to a JBO level Development of system based on user feedback Removes some of the “background noise” Allows providers to focus on getting people back into work 7

Serco in Confidence Steps to Work MI Discrepancies in performance calculations Variations in focus and efficiency in tracking clients Inability to share accurate individual performance information across the network Identifying and extracting MI Information Lack of performance awareness across teams Data security issues 8