About us

Our mission is to help enable governments to develop the next generation of public service solutions for citizens through research and innovation in service design.

 

Governments worldwide are facing increasing costs, demands, deficit challenges, and expectations from citizens who are in return often experiencing higher taxation, underwhelming user experience and inadequate public service outcomes.

In light of this, we seek to: 

  • Improve the efficiency of the services governments deliver on behalf of taxpayers
  • Make current and future public service solutions more citizen-centric and outcome-focussed
  • Engage with some of the biggest societal and economic trends affecting what governments will need to deliver to their citizens in the years to come

We do this through working independently and through working with others to create and crowd-source innovative thinking and solutions that enable governments to improve public services.

We work to deliver:

  • Research 
  • Innovation in service design
  • Entirely new approaches to service delivery

Director’s note

 

Kate Steadman, Director, Serco Institute

 

We are a think tank originally established by Serco in 2002 to explore and develop thinking on mechanisms for delivering public services, and in particular around the benefits of contestability and competition; in 2012 the Institute became dormant.  However, at a time when there has never been a greater need for public services which deliver high quality and resilience to service users, and which represent value-for-money for taxpayers, we have decided to relaunch and re-vivify the Institute.

While we will of course look at what the private sector can bring to public service provision and we believe in the merits of diversity of provision, our thinking horizon is a much broader one and we look to examine how public services can be improved as a whole.

We seek to garner insight from experts from all sectors and from across the globe to help develop ideas which will underpin the next generation of public service solutions for citizens.

The more perspectives we gather, from academics, technologists, start-ups, outsourcers, procurers, policy makers, or charities, the more likely we are to capture insight that allows for the design and delivery of public services that make society work better. 

 

View our previous research.

News & Views

Blog: Fighting Pollution with Innovation

91% of the world’s population live in places where air quality exceeds WHO guideline limits. Perhaps unsurprisingly, the most polluted places in the world are the major cities, where poor urban planning has led to urban sprawl and over-reliance on private rather than public transport. So where can governments and city-planners turn to solve these problems? All over the world they are already looking to private sector organisations to enhance public services, notably through various smart-city initiatives.
10th July 2019

Story: How Norway Turns Criminals into Good Neighbours

In the early 1990s, the ethos of the Norwegian Correctional Service underwent a rigorous series of reforms to focus less on "revenge" and much more on rehabilitation. (source: bbc.co.uk/news)
10th July 2019

News: Canada’s first open roads autonomous shuttle begins operations in Montreal

The city and Transdev Canada worked together on several test projects, including one within Montreal’s Olympic Park and Stadium, prior to the start of this service. The current project, which operates using two EasyMile EZ10 autonomous shuttles, will serve for planning purposes and help determine the technology’s potential for sustainable public transit in Montreal. (masstransitmag.com)
3rd July 2019