SERCO GROUP PLC
Serco's Transperth contact centre has been named as Australia's best contact centre of the year with less
than 30 full time employees at the inaugural Auscontact Association Awards.
The Centre, with fewer than 30 full time employees, is managed by Serco on behalf of Transperth, answering calls to the Transperth InfoLine and directing the public with information regarding fares, timetables, ticketing, lost property and general enquiries. Serco has provided these services for 18 years.
The Awards assess performance across a number of areas including achievement of objectives, management of work volumes, tools, Management Information Systems, Human Resources practices, communication, process improvement, physical facilities, employee engagement, customer experience, reward and recognition and costs.
Contract Director Andy Wood said the award recognised the staff commitment to its customers with the centre receiving more than 1.1 million customer inquiries a year.
"This is great recognition from our industry peers and shows that the focus on customer satisfaction, service
and dedication with our clients is working," Mr Wood said.
"We know from Transperth's externally measured customer satisfaction results, which consistently show passenger satisfaction with Serco's delivered services being in excess of 90 per cent year on year, that we are meeting the needs of our customers, and this award shows these efforts are equivalent or better than
other Centres around Australia."
Serco Global Services Australia Managing Director, Stuart Beaumont, congratulated the Transperth team. "We know that the Transperth team pride themselves on customer service and excellence, and I am pleased that the industry has recognised the quality of service in what is a very competitive area of business."
Tim Evans, Tel: +61 409 389 358
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About Serco
Serco is a FTSE 100 international service company, which combines commercial know-how with a deep public service ethos. We improve services by managing people, processes, technology and assets more effectively. Our strategic advice comes from hands-on experience. We advise policy makers, design innovative solutions,
integrate systems and - most of all - deliver front-line services that make a positive difference to customers
and communities.
Serco has been delivering mission critical public services for more than 40 years. We support governments, agencies and companies in 30 countries who seek a trusted partner with a solid track record of providing assured service excellence. Globally our 100,000 employees deliver operational, management and consulting expertise in health, technology, science, education, transport, defence, justice, immigration, aviation and business process outsourcing.
Our 7,000 people in the Asia Pacific business operate in Australia, Hong Kong and New Zealand. Our customers have the dual benefits of global scale and local autonomy. One of our strengths is that we live locally, think locally, act locally, and are supported globally.
In Western Australia Serco employs almost 1000 people in a range of industries. In 1995 Serco secured its first contract in WA and began providing transport information and ticketing on behalf of Transperth. In that time we have forged a relationship which now services more than one million calls a year. The quality of that
service is reflected in Transperth's own research where bus, train and ferry passengers have a satisfaction
rate with all of Serco's activities above 90 percent and in some cases as high as 94 per cent.
Since 1999 Serco has owned and operated Great Southern rail, including the transformation of the iconic Indian-Pacific trans-continental train that travels to and from Perth twice a week. For the second year running Great Southern Rail was awarded "Best Luxury Rail Journey" in the Luxury Travel Magazine‟s Gold List Awards in March 2011.
Serco has transformed services at Acacia Prison since 2006 and is committed to ensuring prisoners rejoin society as improved citizens. Serco also provides health, allied and non-clinical services to prisoners at Acacia Prison, the first Western Australian prison to achieve an Australian General Practitioners Accreditation Licence. This nationally recognised medical qualification has rigorous and demanding criteria for achievement.
Since 1997, Serco has provided maritime support to the Navy at HMAS Stirling, through its joint venture DMS Maritime - Australia's largest maritime services provider. We provide a variety of specialist maritime support
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services and oversee the management and operation of over 550 offshore support vessels and harbour support craft.
In 2011 Serco began a contract to deliver non-clinical services to the State's new Fiona Stanley Hospital. The
partnership draws on Serco's international health experience, and with the State government, will provide a
world-class experience for patients, for visitors and for staff. It is anticipated that once fully operational in 2014
Serco will employ about 3000 people at the facility.
The delivery of court security and custodial services for the WA Department of Corrective Services also began in 2011. Key aspects of the contract include inter-prison transfers, court security services, and the operation of court custody centres. Serco brings significant experience form the UK where it manages prisons, electronic monitoring services, and the London and South East court escorting and court service - the country's largest
and most high-profile outsourced prisoner custodial and escorting contract.
More information can be found at http://www.serco-ap.com.au/www.serco-ap.com.au
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