IMPACT VOLUME 4 / FEBRUARY 2024
Contents PEOPLE
04 Serco CEO Andrew Head: A vision for purpose-driven business 05 Colleague awards highlight how we can impact a better future 06 A grassroots initiative for healing and empowerment 07 Leading with humility 08 Beyond the bars: a father's story
6 PLANET
24 From table to compost 25 Futuristic treatment for historical site
09 Enhancing detainee engagement and wellbeing outcomes
GOVERNANCE
10 Paving the way for inclusive support of veterans
26 Building mutually beneficial partnerships
12 Fostering mental wellness in the workplace
27 Middle East Logistics and Base Services contract renewal testament to strong partnership
PLACE
13 Volunteer firey pulling for the community 14 Prisoners and staff team up to break records at Australia's longest-running floral festival 16 Clarence helps revitalise country town 17 Humane corrections takes centre stage with Pūwhakamua's success story 18 Serco ships in for the Indo Pacific International Maritime Exposition 19 Serco sponsors future stars 20 Saving a life at the edge of the world – the RSV Nuyina Antarctic rescue mission 22 A real lifesaver 23 Help for the homeless
28 Streamlining certification program provides greater confidence in service delivery and performance. 29 Pathways to better First Nations outcomes 30 Revolutionising subcontractor management at FSH GLOBAL SPOTLIGHT
31 Prince of Wales Hospital contract renewed for three years
On the cover Grafton Jacaranda Festival Photographer Adam Hourigan who captured a long lunch organised by the inmates of Clarence Correctional Centre during the festival.
Place Pulse Care Award
Saving a life at the edge of the world – the RSV Nuyina Antarctic rescue mission. Nuyina with master Gerry
I am thrilled to present the first edition of Impact for 2024, just a few months into my journey as CEO of Serco AsPac. I am inspired by the talent and passion of our team members doing important work for our clients and communities. This edition of Impact is particularly significant as we highlight our people in the annual Pulse Awards. We celebrate the remarkable commitment and impact our colleagues make to each other, our customers, and the communities we serve. Moreover, this issue showcases how we create a better future for the communities where we work. The range of our work, from saving lives in Antarctica to helping a local community keep traditions alive at the Grafton Jacaranda Festival, is truly remarkable. It's amazing what can be achieved when like-minded individuals come together for the greater good. As we embark on a new year, I am proud to be part of an organisation that strives to "impact a better future." Once again, I express my gratitude to all the hardworking individuals and teams at Serco.
Andrew Head
Chief Executive Officer, Asia Pacific
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People New ASPAC CEO
Serco CEO Andrew Head: A vision for purpose-driven business Andrew Head, the new CEO of Serco Asia Pacific, is a leader with a passion for a purpose-driven work environment. With over 20 years of experience in transportation, he is now focused on leveraging Serco's strengths to make a positive impact on the communities we serve. In a recent interview, Andrew shared his insights on leadership, Serco's strengths, and his vision for the future.
Passionate about purpose Andrew sees the essential element of successful leadership as linking every team member to a common purpose, a quality he believes successful organisations usually possess. He stressed the importance of forming a team that aligns on both goals and purpose, underscoring the connection to a shared objective. According to Andrew, achieving alignment in these aspects ensures not only success but also an enjoyable and fulfilling experience. “For me it's important to have a good team around me and a team that's aligned around what we're trying to do and how we connect to purpose,” Andrew said.
Serco's strengths Believing that Serco's greatest strength is its people and their passion for the work they do, Andrew emphasised the significance of having each other’s back, collaborative decision-making, and commitment. “Every single person I've met is really passionate about what they do, and they tend to connect with something that's greater than themselves,” Andrew said. He also underscored Serco's unique position at the intersection of the private sector and government, enabling the company to make a positive contribution to our communities.
A vision for the future Andrew is acutely aware of the complex challenges facing our world and how they will impact Serco's business. He believes that the world is changing, creating a lot of externalities that will require Serco's skills and expertise to respond. Andrew also believes that the geopolitical environment is becoming more challenging, however, he sees this as an opportunity for Serco to undertake exciting work and make a positive impact on the world. “That will result in the Defence forces building up their capability and trying to increase the deterrence of conflict,” Andrew said. “I believe with things like AUKUS that's going to create very interesting opportunities and exciting work for people at Serco to undertake.”
Leadership style Honesty, integrity, humility, and accountability define Andrew’s leadership style – values he has lived by throughout his career, proving to have served him well. “They're the four words that were discussed around the dinner table when I was growing up, and they're the values that I live by,” he said. With a passion for driving Serco’s purpose as a partner to government, Andrew is excited for what the future holds.
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Impact - Volume 4 / December 2023
People Pulse Awards
Colleague awards highlight how we can impact a better future Serco's unique culture is built on strong values, such as Trust, Care, Innovation, and Pride. The Pulse Awards aim to celebrate these values and recognise those who have gone above and beyond in demonstrating them. In 2023 we were thrilled to receive more than 250 nominations across the following categories: • Trust Award: Recognising individuals and teams who have worked hard to understand our customers and, through their actions, earn their trust and respect. • Care Award: Recognising those who have gone the extra mile to make a difference to the customers we serve, the communities we work in, or through supporting a colleague in very difficult times. • Innovation Award: Recognising those who have developed new ways of meeting customer expectations, sharing best practice, refining our capabilities or streamlining the services we offer for the benefit of our customers and Serco. Those who have thought outside the normal way we do our job and implemented new ideas.
• Pride Award: Recognising those who have inspired others to make a difference by providing a role model for those around them, as well as those who – in exceptional circumstances – have shown immense courage and bravery by helping others in an hour of need, or those who have even saved lives.
In the coming editions we will highlight some of the exceptional people and teams who are recipients of these prestigious awards.
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People Acacia Cultural Centre
A grassroots initiative for healing and empowerment The team at Acacia Prison in Western Australia (WA) has opened a ground-breaking unit that is set to change the lives of Aboriginal men in custody. The Acacia Cultural Centre has been designed and implemented by the men themselves, for the men and the community. The unit aims to foster pride, belonging, and a positive, resilient, and cohesive community. The timing of the opening of the unit was significant as it coincided with the Kambarang season, where an abundance of colours and flowers explode all around us. The yellows of the Acacias continue to abound, and the Balgas or grass trees start to flower, especially if they have been burnt in the past. It is a time of growth, healing, and flourishing, and the unit provides men with the tools to do just that.
The programs offered within the unit have been created by multiple Aboriginal advisory groups in and outside the prison, and they will be facilitated by Aboriginal men and women from the community. The men accommodated in the unit have been empowered with the tools to shape their future, create, and lead initiatives that will positively impact their people. The unit is a grassroots initiative, where yarns will be held around a fire pit, cooking will be done together, and the old fellas are taking responsibility for the younger mob. In times of grief, dedicated sleepover rooms are available, and the men can stay with an Uncle who can remind them of the resilience they have inherited from their older generations. Weekly language classes, dance, cultural mapping, and music are just some of the opportunities provided to the men in the unit, giving them a chance to give back to the community through art, message sticks, and kylies (the indigenous term for boomerang).
This Centre is a first for WA prisons, and it represents Serco’s belief in self-determination for Aboriginal people. The Acacia Cultural Centre is a powerful initiative that empowers men to heal, learn, and connect with their community, culture, and land. 6
Impact - Volume 4 / December 2023
Images courtesy of Joshua Green
People Pulse Care Award
Leading with humility Rubin Alfaro is an exceptional Regional Manager who leads the Mobile Road Safety Camera Metro Central service delivery region. His primary responsibility is to ensure the safety and well-being of his team members - Mobile Road Safety Camera Operators (MRSCO) - who are responsible for setting up and operating road safety cameras as rostered by VicPol.
Despite the challenging and often dangerous nature of their work, Rubin has demonstrated great care and concern for his team members impacted by incidents while delivering these sessions. Rubin leads, motivates, mentors and develops the region's processes and systems to ensure his team's safety and well-being, that contractual and organisational expectations are met, and excellent working relationships with internal and external clients are maintained. He has demonstrated great care and concern for his team members' safety, providing immediate in-person support, proactively referring them to Serco’s Employee Assistance Program (EAP) and other supports, and developing return-to-work plans.
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People Pulse Innovation Award
Beyond the bars: a father's story Incarceration is a challenging experience, not only for the person behind bars but also for their loved ones at home. Children whose parents are in prison face a unique set of struggles, and until recently, there were no stories written from the perspective of an incarcerated father to help them through those difficulties. That's why Serco, in partnership with SHINE for Kids and Green Fox Studio, has brought to life a book called The Sun Still Shines, initiated and written by incarcerated fathers at Clarence Correctional Centre (CLA). The book is a resource designed to assist children in navigating separation from their parents through incarceration. Since 2020, more than 595 books have been used to support the children of prisoners through SHINE for Kids StoryTime Programs, but none of them were written by a father who is in custody.
Cherie Goodwin and Bree Hiatt from Clarence Correctional Centre
The Sun Still Shines fills that gap, offering comfort, love, and support to the children of incarcerated fathers. Green Fox Studio was the perfect choice to design and illustrate the book. Through their innovative Jump Start Program, the studio has trained 200+ incarcerated adults, 144 incarcerated young people, and 23 women in the community who have been in contact with the criminal justice system or are from migrant, asylum seeker and refugee backgrounds. The creative agency has also donated over 170 design hours to social enterprises and charities, and to startup businesses built by rehabilitated offenders. Illustrator Katie Fox poured her heart and soul into the project, having been affected by parental incarceration herself. Her work throughout the book shows a deep understanding of what it means to work with people in custody, and how projects like The Sun Still Shines create a positive impact for those in our care and the broader community. The project also had the support of leading social worker and 2023 AASW Social Worker of the Year recipient, Mary Jo McVeigh OAM, who offered her professional guidance and contribution to the book's structure. The Sun Still Shines has the potential to reach more than 40,000 people in custody in Australia, making a real difference to all children and families affected by the criminal justice system. It's not just a beautiful piece of art but also a powerful tool to help children navigate the complexities of their situation and find comfort in the love and support of their incarcerated fathers.
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People Pulse Innovation Award
Enhancing detainee engagement and wellbeing outcomes Serco is a leading provider of immigration services and has operated Australia’s onshore immigration detention centre network on behalf of the Department of Home Affairs since 2009. Over this time, we have demonstrated our ability to be flexible and responsive to meet the needs of a dynamic onshore detention network with increasing operational complexity. Our role in this sensitive area is to deliver specific elements of government policies in the most effective, efficient, and humane manner; working within established policy frameworks and complex regulatory requirements; bound by the operational and ethical standards we set for ourselves; underpinned by an ethos of care, decency, dignity, and respect. Our commitment to the rights and welfare of detainees in our care has remained unchanged since 2009. In each facility we manage, our dedicated welfare teams deliver a wide range of engagement and education programs, and welfare services tailored to individual needs and circumstances. Our teams work with several hundred volunteer and community groups and are supported by a nationwide team of integrated care professionals equipped with a range of specialisations, including human rights, community services, trauma-informed response practice and therapeutic crisis intervention as well as human-centred care. Our years of experience and insight have been helping us drive further service improvement for the benefit of all stakeholders. Acknowledging the importance of dedicated support for detainee mental health and wellbeing, we identified the need for an enhanced welfare model that is better suited to an increasingly complex detainee cohort.
• Developing our extensive portfolio of engagement activities into a comprehensive national program for detainee education, training, recreation and other meaningful engagement opportunities seven days per week; • building and enhancing our multi-dimensional capability for supporting detainees with complex needs, considering all factors affecting detainee wellbeing, focusing on meaningful engagement, skills building and positive relationships from arrival; • engaging tertiary qualified Behavioural Support specialists onsite to provide support to detainees experiencing distress and/or exhibiting behaviours of concern; • improving collaboration with detention healthcare providers and other key stakeholders to facilitate a holistic care approach; and • the introduction of Case Management Services delivered by tertiary qualified Case Workers to enhance individualised welfare support and connection with stakeholders and other support services. Serco’s dedication to transforming the lives of people in immigration detention through this enhanced welfare model has resulted in a new benchmark for innovative practice. This new model showcases the potential of human-centred and evidence-based approaches to create lasting and meaningful impact in the realm of detainee wellbeing and case management in immigration detention.
Engaging the Department of Home Affairs by hosting a series of co-design sessions, we developed a series of enhancements to programs and activities, welfare services, carer services, and complex case management that builds on the foundations we have already laid across the Australia’s detention network over the past 14 years. Through this process, several improvements to the welfare model were agreed, which were designed to enhance detainee mental health and wellbeing outcomes. These included: serco.com/aspac
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People Pulse Pride Award
Paving the way for inclusive support of veterans Serco is committed to creating a supportive environment for veterans, reservists, and Defence family members in Australia. We understand the experience and values these employees bring to our teams and business. As a result, we have developed a range of initiatives and programs to actively hire, develop, and retain veterans, Reservists, and Defence family members. One of the key initiatives established in 2022 was the Veteran, Reservist, and Families Advisory Committee (VRFAC). This committee is committed to actively engaging with the veteran community, developing policy and systems to support this community, and driving improvement initiatives across the business. The committee has representation by all three services of the ADF and all parts of the AsPac division, providing a diverse group of individuals committed to striving for the best proposition for Serco capabilities, our customers and our colleagues.
Overall, the VRFAC has made considerable progress in creating a more inclusive and supportive workplace for veterans, reservists, and Defence family members. Serco now proudly employs more than 600 veterans and 200 reservists across Australia, accounting for around 4.8% of our workforce. And in the future, Serco, guided by the VRFAC and the Talent Team, plan to recruit even more veterans, reservists and Defence family members.
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Serco and Soldier On Australia renew Platinum Pledge partnership In 2018, Serco entered a partnership with Soldier On, an organisation dedicated to helping veterans and their families. This six year partnership has been a mutually beneficial agreement that has helped secure the future of Australian veterans. Now, we are thrilled to announce that this partnership has been renewed for another year. The Platinum Pledge partnership between Serco and Soldier On is a testament to the commitment of both organisations to support veterans and their families. Serco Defence Managing Director, Clint Thomas, a veteran and retired Rear Admiral, signed the pledge on behalf of Serco alongside Soldier On CEO Amy Cooper. Serco's commitment to hiring, developing, and retaining veterans, reservists, and Defence family members is a key component of this partnership. As an employer, Serco understands the experience and values that these individuals bring to their teams and the business. In March 2022 we established the SercoVets Landing page on our intranet site, designed the distinctive new logo, developed a peer-based veterans’ mentoring program, and enabled changes to recruitment systems that will ensure future candidates who are veterans are given preferential treatment via a guaranteed job interview.
We are dedicated to actively hiring, developing, and retaining veterans, reservists, and Defence family members," said Mr. Thomas. "This is a commitment that we take seriously, and we are proud to partner with Soldier On Australia to support those who have served our country."
Legacy torch relay Throughout the last 12 months 1,500 torchbearers have travelled over 50,000 km through 100 locations in the Legacy Centenary Torch Relay. As a sponsor of the event, which was run to provide funding to continue the services of Legacy into the next 100 years, two Serco team members were proud to be torchbearers at various locations across the country - Julie Carroll, Serco Chief Human Resources Officer, and Joseph Lee, Trade Instructor at CLA, who served in the Royal Australian Navy. Serco also hosted an afternoon tea in Grafton NSW, which was attended by more than 80 people, including the CEO of Legacy and the local Mayor. Legacy has helped bereaved and injured veterans’ families since 1923 and is aiming to raise over $10 million to support a new generation of veterans' families.
The renewal of the partnership clearly signals how Serco plans to impact a better future for veterans. “We are working actively to directly attract transitioning ADF members and veterans to our business. We know the vast knowledge and skills that veterans possess, we know their exceptional work ethic and sense of duty, we know their resilience and flexibility, we know that they are almost always exceptional employees, and we know that they can quickly assimilate and become effective members of the Serco team. We know we have opportunities in many job types all around Australia. We want them to join us and like us, said Chair of the VRFAC, Andy Maclean (Colonel ARES).
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People R U OK
Fostering mental wellness in the workplace In the bustling corridors of our workplace, where emails fly and meetings abound, it's easy to overlook the struggles that our colleagues might be facing behind their smiles. Mental health is an essential aspect of well-being, and fostering a supportive environment is crucial for everyone's overall happiness and productivity. That's why, this year, our Melbourne Immigration team proudly celebrated R U OK? Day - a day dedicated to promoting conversations around mental health and checking in on one another. R U OK? Day, observed on Thursday, 14 September 2023, is not just another date on the calendar. It’s a reminder that a simple question, "Are you okay?", can make a significant difference in someone’s life. At Serco, we recognise the importance of creating a workplace where everyone feels comfortable talking about their mental health. The day kicked off with a company-wide morning tea, providing an opportunity for employees to gather, share stories, and discuss the importance of mental well-being. During this time, we heard inspiring stories from colleagues who have overcome mental health challenges, fostering a sense of empathy and understanding within the team. These narratives reinforced the idea that it's okay not to be okay, and seeking help is a sign of strength.
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Additionally, mental health resources and helpline numbers were shared, ensuring that everyone had access to support beyond the workplace.
One of the highlights of this year’s R U OK? Day was the "Buddy System" initiative, where employees were encouraged to pair up and check in on each other regularly. This program, aimed at creating a strong support network within the office, emphasised the significance of genuine connections and understanding among colleagues. Encouraging an ongoing dialogue about mental health is key to maintaining a supportive workplace environment. Our team aim to keep the spirit of R U OK? Day alive throughout the year, checking in on colleagues, listening without judgment, and fostering a workplace where everyone feels valued and supported. Together, they are creating a positive impact, one conversation at a time.
Place Volunteering
Volunteer firey pulling for the community Across Serco, our colleagues deliver essential public services on behalf of governments and are committed to creating a positive impact through the work they do. Many also extend that commitment beyond the workplace by volunteering their own time to provide vital support for their local communities. We are proud to employ many emergency services volunteers who attend all types of serious incidents such as fires, floods, and road accidents, but also pull together to support the community in other ways. Serco’s Acting Transport and Escort Operations Manager, Khalid Ayoubi, from our Immigration team in Melbourne, is a dedicated member of the Plenty Brigade of the Victorian Country Fire Authority (CFA) and has been volunteering at local community events to raise awareness of fire safety. Khalid recently donned his firefighter’s turnout gear to participate in the annual Diamond Creek Festival CFA Tug-Of-War Contest, competing with his brigade colleagues against the neighbouring District 14 station at Diamond Creek.
This annual community support event showcases the important work of the CFA across outer metropolitan and regional communities and provides an opportunity to reinforce the fire safety message in these high bushfire risk areas.
Supported by his family and Serco colleagues, Khalid showed why the Plenty CFA Brigade is one of the best in their region, winning the contest hands down and keeping the trophy for an eighth year straight. Serco Transport and Escort Manager – South, Tegan Edwards said “Khalid is a critical member of our team and is always there to support those around him. He goes above and beyond in his work life and in what he does for his local community! Well done!” The work of Khalid and our other Serco colleagues through volunteering demonstrates their commitment to our values and truly does create a positive impact.
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Place Clarence Correctional Centre
Prisoners and staff team up to break records at Australia's longest-running floral festival Embedded in Grafton’s DNA is the annual Jacaranda Festival, a non-for-profit community festival that has been running for 89 years and relies on the support of local businesses and volunteers to continue. Grafton, which is in the Clarence Valley in Northern New South Wales (NSW), is home to many of the more than 490 employees that work at CLA that we operate. At Serco, we recognise the importance of making a positive and lasting impact in the communities we serve. In 2023, our team at CLA extended their commitment to support this 10-day festival, finding innovative ways to positively contribute to the event’s success. As a major sponsor of the festival, the prisoners and our team from CLA volunteered their time to join the Purple Army, a grassroots initiative established to help ensure the festival runs smoothly. Our team wore specially designed shirts, created in collaboration with Green Fox Studio and a First Nations inmate, to distinguish themselves as part of the 'Purple Army'. With over 1,300 hours of contribution on the ground, our team worked alongside the committee and community to make this event a success.
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Contributing more than $100,000 in in-kind community support this year has allowed our team to give back to the community by taking on labourintensive and time-consuming tasks. Without our support, these jobs would have taken small volunteer groups weeks to complete. Cherie Goodwin, CLA Manager Inmate Services said both the Serco team and prisoners were excited by the prospect of being involved in the festival.
Collaborating with local communities where we work and serve, to ensure our impact is both positive and supportive is something we focus on at the centre”, said Ms Goodwin. “This partnership and sponsorship was not only valuable to the Clarence Valley community but also important to the prisoners as they transition out of custody.” Prisoners from the centre worked tirelessly in the community over nine days setting up and packing down throughout the festival, shouldering responsibilities that would typically fall on committee members or exhausted volunteers. Inside the centre, another group of prisoners worked under the guidance of a Trade Instructor to transform two old, unsafe floats into stunning works of art for the festival's Royal Party and Junior Royal Party, who act as ambassadors for Grafton throughout the festival. Throughout the festival, more than 40 Serco volunteers took over operations at the Jacaranda Headquarters, which served as the main hub for visitors and locals in need of information and official merchandise. Their efforts resulted in a collection of almost $55,000 in funds, which will be used to expand the festival in 2024. The festival also highlighted a total of 31 official events and 16 community events, including the highly anticipated Crowning Ceremony, which featured Auslan Interpreters supplied by Serco to accommodate the hearing-impaired community members and visitors. Mark Blackadder, Grafton Jacaranda Festival Manger said he could not be prouder of the partnership with Serco. “It is an honour to witness the incredibly hard work of prisoners and staff, instrumental in delivering the biggest and best Grafton Jacaranda Festival in history,” Mr Blackadder said. “Community are talking about the strength of the partnership with the team out in the community working hard.”
The impact of our team’s involvement in the Jacaranda Festival goes beyond just the event itself. Their support and commitment to the local community has left a lasting impression on both festivalgoers and the prisoners involved. By providing opportunities for rehabilitation and giving back to the community, Serco is changing perceptions and helping to break down barriers.
The success of this year's festival is a testament to the power of collaboration and the positive impact that can be achieved when different groups come together for a common cause. Early data has indicated that 2023 has broken the record to become the largest festival ever celebrated, injecting more than $4.4 million into the local economy and attracting 45,000 people. Michael Strickland, Managing Director for Serco Justice & Immigration said he is incredibly proud of the CLA team and their ongoing efforts to embed themselves into the local community. “The team’s dedication to making a lasting and genuine impact is a true reflection of Serco's commitment to the communities in which we operate,” Mr Strickland said.
Place Pulse Trust Award
Clarence helps revitalise country town CLA and Clarence Valley Council partnered up in 2022 for a community engagement project, which was funded by a $495,000 grant from the Department of Planning and Environment. The project was part of the NSW government's Streets as Shared Spaces Program and aimed to improve the main street of Grafton and bring visitors to the area after the devastating bushfires and floods in the Clarence Valley. The project was a collaborative effort between the council, state government, local businesses, not-for-profits, and the community, and it provided an opportunity to test new ideas and develop plans together. The Serco team, made up of key stakeholders from CLA, played an essential role in the project. They explored ways to be involved and started conversations with the council to support their planning, development, and production of the
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project. Four main areas were identified for Serco's involvement, including the design and production of planter boxes, installation of planter boxes, art design and creation, and community engagement and promotion. Prisoners from the centre worked alongside council crews to install the planter boxes and painted artworks in the main street. The project had abundant social benefits, including bringing the community together, providing more space for enjoying time in town, supporting local businesses, inspiring locals and visitors to see Prince Street and Grafton in a new light, encouraging locals to get involved in activities in Grafton, and supporting local artists and storytellers. Serco's partnership with Clarence Valley Council on the Rediscover Grafton project was a success, and the project has promoted further collaboration opportunities for the future.
Place Kohuora Auckland South Corrections Facility
Humane corrections takes centre stage with Pūwhakamua's success story The International Corrections & Prisons Association (ICPA) Annual Conference 2023, hosted by the Belgian Prison Service, was an event that brought together experts from all over the world to discuss the latest developments, challenges, and opportunities in the field of corrections. The theme of the conference, "Humane Corrections: What More Can We Do", reflected the need for a compassionate and humanised approach to corrections.
Moreover, Serco's contribution to the conference also included the showcasing of their cutting-edge technologies and solutions for community-based corrections, mental health and healthcare, education and vocational training, and much more. Attendees had the opportunity to learn about the best practices of Serco and how they are working towards a more humane and compassionate approach to corrections.
One of the highlights of the conference was the presentation by Simon Charnock, Serco Justice and Immigration Business Development Director, and Tremain Gray, Kohuora Auckland South Corrections Facility Wing Supervisor. They discussed Pūwhakamua, a tikanga Māori rehabilitation and reintegration service provider that has had a significant impact on reducing methamphetamine offending and improving the health, wellbeing, and quality of life for individuals who have been incarcerated. The success of Pūwhakamua has been attributed to its emphasis on tikanga Māori principles, which prioritise relationships, respect, and responsibility. Serco played a crucial role in the ICPA Annual Conference 2023 by providing innovative solutions and insights into the field of corrections. As a leading provider of public services, Serco has a wealth of knowledge and experience in the field of corrections, which was shared with the attendees of the conference. Serco's experts participated in plenary sessions, workshops, and discussions, providing valuable insights into the latest trends and innovations in the field of corrections.
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Place Maritime
Serco ships in for the Indo Pacific International Maritime Exposition The Indo Pacific International Maritime Exposition is the event of the year for maritime and naval defence experts and enthusiasts worldwide. This year, Serco was among the 700 exhibitors who attended the event. Our signature red stand stood out in the sea of blue and white, attracting visitors' attention and admiration. This year the stand featured two of our most crucial maritime projects, the No Mariner Required Ship (NOMARS) X-Ship and the Almirante Saldanha. The NOMARS X-Ship 'Defiant' is a cutting-edge uncrewed surface vessel designed to remove human crew from the platform. The vessel is being constructed in the United States for Defense Advanced Research Projects Agency (DARPA) and aims to demonstrate how autonomous systems and alternative powertrains can deliver unsurpassed reliability for military operations.
With the keel laying now complete, the Almirante Saldanha is set to be commissioned in the second half of 2025. Our participation in the Indo Pacific International Maritime Exposition was a resounding success. The event provided a unique opportunity to highlight its innovative maritime projects to a diverse audience of industry, government, academia, and technology leaders. Serco's presence at the event underscores our commitment to delivering rugged and reliable vessels of strategic importance.
The Almirante Saldanha is a Serco-designed Antarctic support ship for the Brazilian Navy's Navio de Apoio Antártico (NApANT) program. The ship is based on the CSIRO's Serco design RV Investigator and represents the state-of-the-art in mid-sized multipurpose icebreakers.
NOMARS X-Ship
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Place First Nations Sponsorship
Serco sponsors future stars Serco proudly sponsored the Newcastle All Blacks U/17 team in the annual Koori Knockout, supporting Aboriginal youth to achieve their sporting aspirations. The Knockout, established in 1970, was the largest Rugby League Knockout competition in the world and the largest sporting event involving Aboriginal people in Australia, attracting over 40,000 Aboriginal and non-Aboriginal spectators. The event was held on the NSW Central Coast on Darkinjung Country over 29 September – 2 October and was broadcast on SBS' NITV. Serco's sponsorship provided uniforms and training gear, supporting Aboriginal youth to participate. The team comprised of six young men from the Clarence Valley and Coffs Coast regions, near the Sercooperated CLA. Andrew Bartha, Serco’s National Manager Indigenous Affairs & Connection, said that our sponsorship gave young players the honour of representing their community on a major stage.
Players from the Serco-sponsored team included: Diesel - Wiradjuri from Braidwood Lennox - Wiradjuri/Kamilaroi from Tamworth/Dubbo Marley - Aniwan from Armidale Steven Mc - Kamilaroi from Moree Tallis - Walwain from Gulargambone Steven M - Aniwan from Armidale Toby - Gumbaynggirr from Coffs
According to Mr Bartha, the Koori Knockout is the biggest event on the Indigenous calendar each year, with around 150 teams competing in the men's, women's, and junior tournaments. Events like this are vitally important for social interaction and well-being for communities, particularly young people. Many competitors and spectators had a rare chance to reconnect with their Mob. Colleagues, including Andrew Bartha and Kirsty Jennings, along with CLA’s Aboriginal Cultural Spiritual Advisors, Shayne Skinner and Andrew Jeffrey, represented Serco across the weekend. A cross-functional project team ran a communications campaign to promote our involvement. Among the thousands of keen spectators were National Rugby League (NRL) scouts, looking for the stars of the future.
Kaleb - Wiradjuri/Ngiyampaa from Tamworth Brandon B - Murrawarri from Brewarrina Nigel - Murrawarri from Brewarrina Samuel - Darkinjung from the Central Coast Adin - Darkinjung from the Central Coast Josh - Wiradjuri from Wellington Luke - Ngarigo/Yuin from Cooma but born on Gumbaynggirr Country
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Place Pulse Care Award
Saving a life at the edge of the world – the RSV Nuyina Antarctic rescue mission We are proud to have designed, built and now operate Australia's new Antarctic research and supply vessel, the RSV Nuyina. Based out of Hobart, Tasmania – home to the Australian Antarctic Program – the Nuyina is operated by the Serco Antarctic Supply Research Vessel (ASRV) Team on behalf of the Australian Antarctic Division (AAD) of the Australian Government. In September 2023, the ship was undertaking systems commissioning off the Tasmanian Coast. These voyages were intended to be the last before the Nuyina launched on its first full Antarctic season (October 2023 to February 2024).
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Impact - Volume 4 / December 2023
All plans had to change immediately when the AAD launched an urgent 'medical evacuation' (medevac) operation to recover an expeditioner needing medical attention from Casey Station, Antarctica – more than 2000 miles away. Our colleagues, the ASRV team, supported the emergency rescue mission.
Such a rescue had never been undertaken so close to the Antarctic winter. Expected sea ice conditions were a major concern. Our team immediately set about pivoting from their existing schedule to the new mission. All logistical, crewing and regulatory compliance arrangements were swiftly overhauled and future impacts accounted for; advanced technology systems enabled rapid route and risk planning; extensive training drills commenced, continuing on the journey south – not just to complete the mission but also to care for the expeditioner; and throughout, our colleagues, the Master and Chief Mate, monitored and managed the ship's progress through the Antarctic winter conditions around the clock. Delivered at minimal notice in challenging conditions, the mission was a success. One of the most advanced vessels of its kind, the Nuyina is a scientific research platform, 'icebreaker' and resupply ship, all in one. From the Nuyina, scientists can contribute a wealth of new climate and biodiversity knowledge to the world. The AAD refers to the Nuyina as 'the main lifeline' to Australia’s Antarctic and sub-Antarctic research stations. We are immensely proud of our ASRV colleagues for all that they do to deliver that service, whether they are providing unprecedented and extended access to the Southern Ocean and Antarctica or saving a life at the edge of the world.
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Place Pulse Pride Heart Award
A real lifesaver Meet Shamus Gillen, a man who is dedicated to making a difference in his community. Shamus is a Mobile Road Safety Camera Operator (MRSCO), responsible for setting up and operating road safety cameras as rostered by VicPol. However, his passion for helping others extends beyond his job. He has been a member of his local CFA for 17 years, even taking part in firefighting during the Black Saturday bushfires.
But it was a chance encounter off-duty that really demonstrated Shamus' commitment to helping others. While on his way to Fort Knox, Ringwood, Shamus came across a car accident with a female driver who was not breathing. Thanks to his extensive first aid training from St John and his years of experience as a CFA volunteer, Shamus knew exactly what to do. He sprang into action, joined by a compassionate nurse who happened to be there. Together, they performed lifesaving CPR until paramedics arrived and took over. Thanks to Shamus and the nurse's quick thinking and unwavering efforts, the patient, Kim, made a full recovery. Her family and friends praised Shamus for being in the right place at the right time. Shamus is truly a lifesaver, and his dedication to helping others in his community is an inspiration to us all.
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Place Assisted Returns
Help for the homeless Serco’s Assisted Returns program, Homeward, provides help to people looking to return voluntarily to their country of origin. As part of this program, eligible individuals are assigned a personal caseworker. Two of these caseworkers Hakeem Abdullah and Dalibor Dimovski were invited by Liverpool/Fairfield City Council to attend and participate in the ‘Service Expo – Homelessness week’ event in August. The event was held on the grounds of Liverpool Unity Church, and provided the opportunity for the caseworkers to raise awareness on the services that Homeward can provide to those in need of assistance. The event saw over 30 community organisations, including Homeward, come together to assist those in need, working towards a more inclusive and compassionate society.
Attending Homelessness Week provides a crucial opportunity to raise awareness about the plight of the homeless community and emphasise the importance of offering support. This annual event sheds light on the challenges faced by individuals without stable housing, aiming to inspire positive change and social action. By participating, individuals and communities can learn about the diverse factors contributing to homelessness, from economic disparities to mental health issues. It serves as a reminder that everyone deserves a safe and secure place to live, and knowledge of the services that are vastly available. Our Homeward caseworkers received a vast interest in the Assisted Returns program with many organisations expressing the desire to build a collaborative relationship with Homeward to assist and help the community.
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Planet Fiona Stanley Hospital
From table to compost Serco are continually looking at ways to reduce our waste as part of our goal to divert 90 percent of waste from landfill for Serco controlled sites by 2030. Our Waste Management Team at Fiona Stanley Hospital (FSH) who have improved the management the organic waste left over from patient catering. Historically, food waste at FSH was disposed of with the general waste, which ends up in landfill, rots and produces methane — a greenhouse gas even more potent than carbon dioxide. Recognising this as an opportunity to reduce the hospital’s impact on the environment, our team set out to find an alternate solution. Our team worked with the South Metropolitan Health Service (SMHS) to create a dedicated food organics recycling stream at FSH, diverting tonnes of food waste from landfill, and reducing carbon emissions. Now, after a meal service, food is separated by the catering staff into either organic bins or general waste. Any food items, whether in packaging or on its own, can go into the organics bin. The bins are then stored in the waste management unit, with sub-contractor collections taking place every weekday. These are then taken to a composting facility for further processing.
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Impact - Volume 4 / December 2023
This initiative has highlighted the shear amount of food that goes to waste. Since the program was introduced in March 2023, the team have collected just over 60,000kg of organic waste that would have otherwise been disposed of. This is close to 50% of kitchen waste now being diverted from landfill. As a result, changes are being made in the catering department with regards to what is put on a patient’s tray, and what can be stored in the pantries on a ward level and given out on request. The non-perishable items from patient trays are donated to OzHarvest who in turn give the food to local schools and those in need. The scheme was recognised as a finalist for Project of the Year, in the 2023 Institute of Hospitality in Healthcare (IHHC) Excellence Awards. In 2024 we are expanding the scheme to include other areas within the hospital including hospitality vendors.
Planet Melbourne Parks and Gardens
Futuristic treatment for historical site Serco’s Melbourne Parks and Gardens team manages numerous heritage listed sites across the City of Melbourne’s open spaces. One of the most challenging buildings to maintain is the Conservatory, located in Fitzroy Gardens. This heritage listed building, which was built in 1930, relies on natural ventilation to regulate its temperature. As a result, the Conservatory is prone to overheating during the summer months, which can damage the spectacular floral displays inside and create discomfort for visitors and workers. To address this issue, our team has implemented a range of solutions, including closing the building up, continual watering, and a process called 'whitewashing.' Whitewashing involves applying a product made of slacked lime and chalk to the glass roof to reflect solar energy away from the building and diffuse the light. Historically, the whitewashing process was completed by multiple team members, either using ladders and rollers or an articulated boom lift with a spray canister. Both options were time-consuming, labour-intensive, and posed significant health and safety risks. However, this year, the team found a more innovative approach. Working with Infrastructure Supervisor, Arjun Mathavakumar, they attached a spraying system to a drone to apply the whitewashing solution to the glass roof from the ground. This solution eliminated the safety risks associated with traditional methods and drastically reduced the time taken to complete the task.
It is inspiring to see the team using innovative technology to keep the plants healthy and happy for all visitors. They have demonstrated that thinking creatively can lead to safer and more efficient solutions to complex problems.
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Governance Indigenous Procurement
Building mutually beneficial partnerships Serco recently participated in the Northern Territory Indigenous Business Network - Aboriginal Economic Development Forum held in Darwin. This event was attended by more than 600 people and was aimed at promoting Indigenous business development. Serco was a proud sponsor and partner of the forum, demonstrating its ongoing commitment to meaningful Indigenous engagement in their supply chain.
Anthony Ward, Serco Bid Director shared his expertise and experience during a panel discussion on Defence opportunities, and focussed on how Serco is working towards building mutually beneficial relationships with Indigenous businesses. He highlighted the importance of understanding the cultural differences and unique challenges faced by Indigenous businesses, and how Serco is actively working towards closing the gap. The Northern Territory Indigenous Business Network - Aboriginal Economic Development Forum was an excellent platform to highlight our commitment to Indigenous engagement. By actively participating and supporting such events, we hope to set an example for other corporations to follow.
Our efforts towards building a more inclusive and diverse supply chain will undoubtedly have a positive impact on the communities we operate in. 26
Impact - Volume 4 / December 2023
Governance MELABS
Middle East Logistics and Base Services contract renewal testament to strong partnership Serco is proud to have won a new generation contract with the Australian Defence Force (ADF) to continue providing logistics and full base services in the Middle East. Having initially secured this contract in 2011, we look forward to building on our strong partnership with the ADF through the delivery of a comprehensive range of services, including logistical, hospitality, estate operations and facilities maintenance, transportation, and asset hire services. Clint Thomas AM, CSC, Serco Defence Managing Director, said the contract win is a testament to Serco’s commitment to delivering sustained highquality, value for money services, further reinforcing our strong partnership with the ADF. “We are thrilled to continue our long history of supporting the men and women of the ADF to deliver operational capability and security of Australia’s national interests,” Mr Thomas said.
Our team has demonstrated many times over the past 12 years, the value and direct impact a trusted industry partnership between Serco and the ADF in the Middle East Region can deliver to meet critical operational activity in support of Australia’s national interests.”
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Governance ISO Certification
Streamlining certification program provides greater confidence in service delivery and performance. In today's global economy, it is essential for businesses to maintain high standards in quality, occupational health and safety, and environmental management. International Organisation for Standardisation (ISO) management system standards provide a framework for organisations to achieve these goals. As a large organisation delivering a range of diverse government services across the Asia Pacific region, Serco’s certification process was historically complex, with separate certification providers and duplicated effort. Recognising the need to standardise and certify these management systems, we embarked on a project to streamline and simplify our ISO certification program. Serco’s Asia Pacific Assurance and various business unit teams collaborated to design and align processes. Working together the teams delivered training to uplift capability in systems and standards and implemented a standardised Quality Management System (QMS) for the region. Over a period of three years, the team progressively consolidated all contracts and business units, ensuring continued certification was maintained.
Serco now has one set of ISO 9001 Quality, ISO 45001 Occupational Health and Safety, and ISO 14001 Environment certified management systems and certificates and one single certification provider, LRQA.
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ISO management system standards provide a framework for organisations to achieve their objectives in critical areas of operational management and performance. The successful streamlining and simplification of this ISO certification program provides our customers and regulators further confidence in our service delivery and performance.
Governance First Nations
Pathways to better First Nations outcomes Serco is proud to strengthen our commitment to advancing reconciliation and outcomes for Aboriginal and Torres Strait Islander colleagues and communities. Over the past six months, we have taken significant steps towards this goal, including the appointment of Andrew Bartha as National Manager, Indigenous Affairs & Connection, who has built relationships across Serco and supported the understanding of First Nations culture and ways of working. We have also established the First Nations colleague community network – Kanyini, chaired by David Smith, Health Services Manager at CLA. The network provides a platform for First Nations colleagues to connect, share their experiences, and offer consultation on matters of interest to Indigenous colleagues. To further support cultural understanding, Serco has introduced Sorry Business Leave, available to First Nations colleagues from 1 October 2023. This program supports compassionate leave respecting the context and cultural practices of First Nations Communities. We have recently developed an Indigenous Employment & Engagement Strategy, which lays out our aims in support of First Nations colleagues’
experience and advancing reconciliation and understanding of culture. In addition, we are proud to have commissioned an exclusive artwork – Future Dreaming - that will now form the foundation of Serco’s Indigenous visual identity.
Reconciliation Australia has commended Serco for our First Nations commitment and achievements, endorsing our progress to a ‘Stretch’ Reconciliation Action Plan (RAP). We will now move into a period of developing action plans, with the new RAP set for launch in 2024. We are proud of our progress and all that we have achieved together in support of First Nations colleagues and communities. We remain committed to progressing understanding and outcomes that support Serco as a place for all of us to thrive.
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Governance Pulse Trust Award
Revolutionising subcontractor management at FSH As a facilities management provider for FSH in Perth, Serco faces a daunting task with over 300 subcontractors attending the site weekly to perform a variety of tasks. Each of these subcontractors is required to complete an induction, obtain relevant permits prior to their visit, and sign in when they arrive on site. The paper-based and labour-intensive approach to Serco's permitting process required manual emails and physical presence, making it challenging for subcontractors who had to fill in forms each visit. The COVID pandemic made matters worse, increasing paperwork, induction procedures, and proof of vaccination requirements, putting further strain on the permitting office and subcontractors. Our FSH team needed a solution that would offer safer ways of managing subcontractors and work with real-time data and web browser access. The cloud-based Rapid Global permitting solution checked all the boxes, providing a full audit trail on all insurances, licenses, and permits, and allowing subcontractors to view their permits on their device or at a self-service kiosk when on-site. The solution also allowed subcontractors full autonomy to onboard their company and personnel, process their inductions, and apply for Authority to Work and High-Risk permits online. Rapid Global's geofencing
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Impact - Volume 4 / December 2023
feature ensured that subcontractors could only sign permits when they were physically on site, enhancing security measures to prevent unauthorised site access and unsafe work practices.
Following the successful implementation of Rapid Global, FSH had a fully digitised permitting process and a significantly enhanced subcontractor management system. The system has captured 221 subcontractor companies compliant in the system, 697 subcontractor workers compliant in the system, 971 company documents verified in the system, including insurances, licenses, and safe work method statements, and 3,393 permits processed through the system as of June 30, 2023. The application of a cloud-based system has also had a positive environmental impact, with a large reduction in paper usage and storage requirements across the hospital.
Global Spotlight Hong Kong
Prince of Wales Hospital contract renewed for three years Serco has been granted a three-year contract renewal to provide domestic and transportation services to the Prince of Wales Hospital in Hong Kong. This new contract is a testament to the strong relationship that Serco has established with the New Territories East Cluster Hospital Authority, as well as their confidence in the more than 500 hardworking and committed Serco team members who provide high-quality services on the ground. The services provided by Serco cover daily cleaning, patient transport, meal delivery, waste management and movement of sterile medical supplies. These are essential services that contribute to the efficient operation of such a large facility. Serco has been delivering cleaning and transportation services at the Prince of Wales Hospital since 2012, and the new contract further solidifies our position as a trusted service provider in Hong Kong.
Michael Belshaw, Managing Director Finance & Commercial - Hong Kong, added that this is the largest hospital service contract in Hong Kong, providing over 500 personnel to the 1,600-bed hospital. "This contract has been secured through our operational excellence and responsiveness to our customer needs. This is in no doubt due to the people working at the Prince of Wales Hospital,” Belshaw said. “I am phenomenally proud of this team, led by contract manager Ben Poon, who are dedicated to serving the community and the residents of Hong Kong every day.”
With more than 30 years of experience managing, operating, and maintaining large public facilities in Hong Kong, we have a rich history of providing services in the region. We are proud to continue this relationship and contribute to a better future for the city," said Mark Irwin, Serco Group Chief Executive.
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People
Place
Planet
We measure impact through equitable, meaningful, and safe employment.
We measure impact through the quality of the public services we deliver and the community investment that we make.
We measure impact through reducing carbon emissions in line with the Science Based Targets Initiative.
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To learn more about any of the stories in this edition of Impact, contact us via media@serco-ap.com 32
This4magazine has 2023 been printed using sustainable materials, by a First Nations supply partner. Impact - Volume / December