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

Innovation: How Scotland is moving to sustainable public transport

In light of the global climate emergency, it is confirmed that the Scottish Government, including Transport Scotland, would look across a whole range of responsibilities to make sure that we continue with the policies that are underway to reduce emissions and, where necessary, take additional actions. (Source: https://www.intelligenttransport.com/transport-articles/85955/scotland-moving-sustainable-public-transport/)
16th August 2019

News: Smart Cities Initiatives around the World Are Improving Citizens' Lives

Examples of smart management include monitoring and managing: traffic and transportation systems, power and water supply networks, waste management systems, information systems, schools, libraries, and hospitals. (Source: https://interestingengineering.com/smart-cities-initiatives-around-the-world-are-improving-citizens-lives)
16th August 2019

New thinking: Bryden Wood touts ‘prison of the future’ design

It said the design, which removes bars from cell windows by the use of tougher glass and which adopts a Scandinavian approach to rehabilitation and institutionalisation, represented “the biggest redesign of prisons since the Victorian era”. (Source: https://www.bdonline.co.uk/news/bryden-wood-touts-prison-of-the-future-design/5101118.article)
16th August 2019