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

View: Social value is the latest frontier for public procurement and value for money

Social value is the value attributed to economic, social and environmental outcomes that tangibly contribute to the well-being, resilience and sustainability of society and the wider environment. Through policy. (Source: paconsutling via civilserviceworld.com)
18th November 2019

News: Sector bodies join forces to help smaller charities bid for public services

The NCVO, Acevo and the Lloyds Bank Foundation have established Rebalancing the Relationship to adjust the relationship between large and small charities in bidding for public services contracts. (Source: thirdsector.co.uk)
18th November 2019

News: Care robots could revolutionise UK care system and provide staff extra support

The UK moves one step closer to developing robots capable of providing support for Britons and making caring responsibilities easier, thanks to £34 million government investment announced today. (source: gov.uk)
18th November 2019