04 Guiding change, together: How Kohuora’s Tuakana-Teina Programme is transforming lives
05 Culture, connection and care: Supporting Pasifika communities at Clarence and beyond
06 TU KOTAHI: “We stand as one” - Prisoners reconnect with their heritage at Acacia Prison
07 Soldiers, Sailors & Airmen's Association of New Zealand - Community Investment
11 Delivering houses to First Nations communities across NSW
14 Police freed up to spend more time on the frontline as Victoria Police and Serco extend partnership
15 Serco delivers Online Reporting Platform uplift for Victoria Police, helping return even more hours for frontline policing
16 Exciting new ICT internship program at Fiona Stanley Hospital
18 Year of groundbreaking firsts for the RSV Nuyina
20 Technology innovations across the justice sector
On the cover
Clarence Correctional Centre Rehabilitation and Reintegration Team Leader Debs Evile (centre) and the Wiser Pasifika Communities team.
22 Delivering cross-border Facilities Management for the Australian Defence Force: a Serco Story
23 Surge and Flex: Serco MELABS Delivers for Defence at Short Notice
24 Serco plays critical role in Talisman Sabre 2025
26 Healing Through Colour & Creativity
Adelaide Remand Centre
28 Serco celebrates 30-year anniversary serving Melbourne Parks and Gardens: A Facilities Management story
30 Bridging the gap: University students in correctional settings
31 Serco celebrates 25 years delivering medical and dental logistics support to ADF
08 Serco’s Aboriginal Support Model and the Tactical Elders Program at Acacia Prison
12 Leading maintenance engineering on the RSV Nuyina: Sam's story
13 Charting a course based on strengths and interests, not demographics.
17 Jason Richardson, Serco’s Chief Digital Officer – AsPac, named in the Top 50 CIOs in Australia.
32 Serco's innovations in the justice sector support International Day of Zero Waste 2025
34 Fiona Stanley Hospital becomes first Western Australia hospital to achieve NABERS sustainability rating
As 2025 draws to a close, I want to take a moment to reflect on the incredible achievements across Serco Asia Pacific this year. It’s been a year defined by innovation, resilience and impact – and I’m proud of the role our people have played in delivering essential services to our customers, partners and communities across the region.
In Defence, our teams have strengthened their position as a trusted solutions partner. We deliver agile and innovative support services to the Royal Australian and New Zealand Navies, the Australian and New Zealand Defence Forces, and the Australian Antarctic Division. In 2025 this included landmark marine science voyages to the Denman Glacier and Heard Island by the RSV Nuyina. We also supported Talisman Sabre 2025 and joined forces with the Soldiers, Sailors & Airmen's Association of New Zealand to continue building and growing veteran support across the region. Our Justice teams throughout 2025 continued to lead and innovate across the corrections industry. From intuitive fleet technology to pioneering secure messaging, we’ve shown how corrections can be a platform for harnessing technology to support rehabilitation outcomes.
At Fiona Stanley Hospital in Perth our teams are delivering excellent integrated facilities management services and workforce management solutions for the Western Australian Government. Our Facilities Management team this year achieved a major milestone by securing Western Australia’s first NABERS sustainability rating for a hospital – a nationally recognised benchmark for environmental performance.
This year has seen a strengthening of our cultural leadership through pioneering First Nations and Pasifika programs. What began as modest ideas championed by our frontline staff have evolved into internationally recognised, awardwinning initiatives, and I’m proud to share these achievements by our teams.
This year, Serco has delivered four major milestones across Defence, Justice, and Community Services. We are proud to have partnered with the City of Melbourne to maintain their parks and gardens for more than 30 years. We have supported the Australian Defence Force by providing 25 years of medical and dental logistics support. In addition, we have proudly operated Kohuora Auckland South Correctional Facility in New Zealand for 10 years and Clarence Correctional Centre in NSW for five years. These achievements reflect the values we live by – trust, care, innovation and pride. As we look ahead to 2026, I’m energised by the opportunities before us and confident in our ability to continue making a positive impact.
Thank you to all our people, partners and communities who have joined us throughout 2025 on this journey.
Andrew Head Chief Executive Officer, Asia Pacific
Guiding change, together: How Kohuora’s Tuakana-Teina Programme is transforming lives
At Kohuora Auckland South Corrections Facility, a small team of dedicated Serco staff have created an innovative pilot programme called The TuakanaTeina Rangatahi Mentorship Programme. This initiative is changing and challenging the way young men in custody experience rehabilitation and reintegration by working hand in hand with prisoners to focus on cultural integrity.
In 2024, the New Zealand Office of the Inspectorate highlighted a critical gap in support for youth prisoners across New Zealand. At Kohuora, the team identified that for the young men in their care, many were unable to progress to self-care units due to no structured programme to support this transition which is an essential step in their reintegration journey.
To address this barrier and build something meaningful, the team co-designed a programme to empower young men through a three-month residential mentorship inspired by the Māori concept of older siblings guiding younger ones. The objective was to create a supportive environment where younger prisoners could be guided by positive role models to develop skills, build relationships, and prepare for reintegration.
The Tuakana-Teina Rangatahi Programme pairs rangatahi (youth) with Tuakana (mentors) or older tāne (men) who have completed intensive rehabilitation and demonstrated sustained progress. Together, they live in a dedicated self-care house, supported by a structured routine of daily workshops and shared responsibilities.
The model, which is built on culture and community, is guided by three core principles:
• Manaakitanga – care and respect for others
• Whakawhanaungatanga – building authentic relationships
• Rangatiratanga – leadership and self-determination
Over the course of the programme, workshops are delivered by a multidisciplinary team of staff from across the facility including cultural and whānau teams, health professionals, educators, psychologists and programme facilitators. Many staff volunteer their time to deliver the programme, driven by a shared belief that cultural connection is the power for change.
This collaborative approach reflects the New Zealand Government’s goal to promote reintegration through a justice system focused on rehabilitation and community support. By putting people-centric programmes first that are built on real world experience, the Serco team at Kohuora is focused on creating lasting change through Tuakana-Teina.
The transformative impact of this programme has seen:
• youth gain role models and build authentic, pro-social relationships addressing a long-standing gap in their development;
• mentors become empowered to lead, reinforcing their own rehabilitation and sense of purpose; and
• staff experience deeper engagement from the men in their care as a direct result of their work.
The programme has also demonstrated the power of utilising internal strengths and cross-functional collaboration within the facility.
At its core, Tuakana-Teina is about more than rehabilitation. It’s about restoring dignity, building trust and creating space for growth. It’s about showing that change is possible when we lead with care, and when we work together.
As the whakataukī reminds us:
“Mā te tuakana te teina e tōtika, mā te teina te tuakana e tōtika.”
From the older sibling the younger learns the right way to do things; from the younger sibling the older learns to be tolerant.
Place Justice
Culture, connection and care: Supporting Pasifika communities at Clarence and beyond
At Clarence Correctional Centre, rehabilitation is more than a process, it’s a shared journey. Through culturally responsive initiatives like the Malu Aiga Program pilot, Serco staff such as Rehabilitation and Reintegration Team Leader Debs Evile are using shared heritage to help Pasifika inmates reconnect with their identity, rebuild family relationships, and prepare for reintegration with purpose and pride.
Malu Aiga: Healing Through Culture and Family
Rooted in the Samoan proverb “A Malu I Fale, E Malu I Fafo”, meaning, peace and protection within yourself and your home that follows you wherever you go. The Malu Aiga Program offers a transformative experience for Pasifika inmates. Over nine weeks the program was piloted, participants explore themes of identity, remorse, restoration and family through culturally grounded workshops and faith-based reflection.
The program which was designed by Debs a respected Samoan woman who has also lived and worked in New Zealand aims to strengthen the va — the sacred relational space between people — by reconnecting inmates with their heritage and values. Topics in the program include self-forgiveness and reconciliation, culminating in a fa'aleleiga ceremony where families are invited to witness and participate in the healing process.
This approach directly addresses the core causes of cultural disconnection among Pasifika inmates, including fractured family relationships, disconnection from culture, and emotional wellbeing. By involving families and community in rehabilitation, Malu Aiga builds support networks that extend beyond the prison walls, reducing the risk of reoffending and promoting long-term stability.
Simone’s cultural reconnection journey through Malu Aiga
Simone* entered custody young and disconnected from his Tongan heritage. Raised in Australia by a Tongan father and Australian mother, he spoke only English and felt no cultural ties. While at the Centre, he joined Malu Aiga. Initially hesitant, Simone slowly embraced the program dedicating himself to learning the Tongan language, leading prayers, and reconnected with his roots. At the program’s showcase, Simone delivered a heartfelt bilingual speech, moving his father to tears. Simone’s father, who had long mourned the cultural disconnect between himself and his son felt this moment healed family bonds and hopes that his son's journey would inspire other inmates.
The program which had its roots in the Serco operated Kohuora Auckland South Corrections Facility has allowed Debs and her team to grow their support Pasifika people in custody.
“When we launched the program at the Centre, the change in participants could be seen immediately.” said Debs.
"And I am very proud that the success of the pilot has seen the Malu Aiga now approved by the Corrective Services NSW to run at Clarence Correctional Centre as an officially recognised program.”
Culturally specific programs such as the Malu Aiga Program reflect Serco’s commitment to putting people first and highlights the vital role of Pasifika staff, whose personal dedication and cultural insight have made these initiatives not only possible, but deeply impactful.
*Not his real name
Place Justice
TU KOTAHI: “We stand as one” - Prisoners reconnect with their heritage at Acacia Prison
In partnership with the Western Australian Government, Serco is proud to operate Acacia Prison and support the Department of Justice Corrective Service’s mission to foster rehabilitation, reduce reoffending and enhance community safety.
In line with this commitment, Serco’s Reintegration team has worked alongside the Pākehā, Māori and Pacific Islander men at Acacia Prison to develop the Tu Kotahi Program.
Tu Kotahi, means “we stand as one,” and is a culturally grounded, prisoner-led initiative to encourage Pacific Islander, Pākehā and Māori men to reconnect with their heritage, strengthen their identity and build the foundations for a better future.
The Reintegration team at Acacia Prison works to identify and address the reintegration needs of prisoners early in their incarceration journey. They provide meaningful opportunities for the men to improve their wellbeing and reduce the risk of recidivism. The team provides financial and accommodation assistance, connection to throughcare services and family engagement.
Following the introduction of an Aboriginal Support Model in 2023, Acacia’s team wanted to provide a culturally responsive program for Māori and Pacific Islander men.
On Waitangi Day, Acting Reintegration Services Manager and proud Samoan man, James Tomkins told the men to envision a future beyond incarceration, one rooted in pride, purpose and cultural strength. From that moment, the Tu Kotahi journey began.
Working with the men, the Reintegration team codesigned a program that was immersive and deeply affirming. The team established the Tu Kotahi Kaiako Komiti including respected Māori leaders within
Acacia and developed a governance framework to guide the program’s design and delivery. The committee received feedback from Perth-based Māori leaders to define the program’s cultural integrity and relevance.
Tu Kotahi is a nine-week program of four modules:
• Whanaungatanga (Relationships): Kinship, connection, and community.
• Rangatiratanga (Leadership): Ownership, accountability and mentoring.
• Manaakitanga (Respect): Respect for self, others, culture and environment.
• Hauora (Health): Physical, emotional, psychological and spiritual wellbeing.
Participants have reported improvements in identity, behaviour, communication and pro-social traits such as integrity and initiative.
More importantly, they expressed a renewed commitment to rejoining their communities as stronger, culturally grounded men. The men are performing hakas at cultural events and speaking with pride about their traditions.
The program is being conducted on lands of the Wadjuk Noongar people with the support of key personnel from local Aboriginal Community Controlled Organisations.
The team at Acacia hopes Tu Kotahi continues to reinforce the importance of culture in the men’s rehabilitation journey.
Soldiers, Sailors & Airmen's Association of New Zealand - Community Investment
Strengthening bonds across the Tasman: Serco partners with SSAANZ
Serco is proud to announce its support for the Soldiers, Sailors & Airmen’s Association of New Zealand (SSAANZ), a community-led organisation dedicated to fostering camaraderie and wellbeing among serving and ex-service members of the New Zealand Defence Force (NZDF). Through outdoor pursuits, adventurous activities, and sporting endeavours, SSAANZ creates opportunities for veterans and their whānau to reconnect, build skills, and enhance mental health.
Founded and staffed by ex-service personnel, SSAANZ honours the unique bond shared by those who serve. Their mission is simple yet powerful: to strengthen connections and provide lasting support for current and former members of the NZDF. Monthly events held nationwide focus on three key pillars: physical and mental wellbeing, community, and skills.
David Benfell, National Coordinator for SSAANZ, is a former NZ Army and British Army elite paratrooper who, after leaving the Defence Force, struggled to integrate into civilian life — experiencing isolation and mental health challenges. These personal experiences inspired him to create a space built by veterans, for veterans. David shared how this partnership with Serco will make a meaningful difference for those who have served and their whānau.
“SSAANZ is about creating a space where service members and veterans can reconnect, share experiences, and support each other. These activities aren’t just about adventure — they’re about wellbeing, community, and hope,” said David.
“Serco will act as the prime sponsor for all SSAANZ events over the next 12 months supporting those who have served and their families. We are proud to be partnering with Serco who employ more than 9,000 people including more than 700 reservists and veterans across Australia and New Zealand.”
Rewi Thompson, Serco Contract Manager New Zealand Training Services, has been instrumental in progressing the partnership and sponsorship and believes that David’s own experiences have significantly shaped his passion to support veterans, current and ex-service
personnel, and their whānau particularly those facing physical or mental health challenges.
“I remember our first meeting with SSAANZ when I asked David what his ‘why’ was, it was immediately evident that he embodies and embraces the Māori concept of manaakitanga* with aroha (love) and determination,” said Rewi.
“His small team of volunteers across Aotearoa are just like him, and Serco is proud to be supporting them in the vital work they are doing across New Zealand for the wider veteran community.”
Serco also acknowledges the efforts of Amanda Hoskings, Training Systems Specialist, and Warrant Officer Kramer Pierce, RNZN, whose support was pivotal in making this partnership a reality.
Together, we are helping SSAANZ deliver on its mission to strengthen bonds and improve lives.
Serco is proud to lead the way in supporting initiatives for veterans by building a community that values their experiences, contributions and unique perspectives. As a trusted partner to the NZDF and an awarding winning employer of veterans, we take immense pride in creating a workplace where veterans can thrive.
*Māori concept that involves showing respect, generosity, and care for others through hospitality, compassion, and support
Serco’s Aboriginal Support Model and the Tactical Elders Program at Acacia Prison
The Serco team at Acacia Prison is dedicated to supporting Aboriginal prisoners in Western Australia (WA) by helping ensure their cultural safety while in custody. This commitment is exemplified through Serco’s Aboriginal Support Model and the Tactical Elders Program, which provide culturally significant support and guidance within Acacia Prison and has been recently expanded to support other prisons in WA.
John Harrison, Superintendent at Acacia Prison, said Serco's Aboriginal Support Model leverages community links to navigate culturally significant events, co-design programs and support the management of incidents.
“This model focuses on the cultural safety of both staff and prisoners and has been developed with the guidance and support of Elders and the community,” said
Mr Harrison.
“The Tactical Elders Program, facilitated by respected WA Elders with experience working within prisons, has been run at Acacia Prison since 2023. With substantial cultural influence and knowledge, and formal mental healthcare and trauma qualifications, the Tactical Elders support prisoners and staff through programs that aim to embed a sense of cultural identity and connection for all Aboriginal prisoners.”
Serco’s team of Tactical Elders bring more than 100 years of collective experience, and the positive impact they are creating is getting noticed. Tactical Elder, Aunty Rosalie Kickett, has recently been recognised by the National Indigenous Australians Agency as the winner of the 2025 NAIDOC Female Elder Award.
Brooke Dillon, Serco’s Indigenous Cultural Advisor at Acacia Prison and driver of the Aboriginal Support Model, said the model supports both prisoners and staff with cultural safety and healing.
“Our Elders are supported to work in Aboriginal ways and they work alongside the operational and rehabilitation staff and teach them best practice when working with Aboriginal people. When the men are connected to their communities, it instils a sense of pride and purpose,” said Ms Dillion.
Since 2023, more than 200 Aboriginal men at Acacia Prison have graduated from the 12 Step Corroboree program, which was designed by Aboriginal men at the prison in consultation with the Tactical Elders under Serco's Aboriginal Support Model.
“For most graduates, 12 Step Corroboree is the first program they have completed in custody, once they know they can get through our program, a lot of them will go on to complete programs that address their criminogenic needs,” said Ms Dillion.
As part of the ongoing collaboration between Elders, community, and prisoners, Serco has recently commenced a research partnership with Edith Cowan University, Aboriginal Males Health Centre Strong Spirit Strong Families Strong Culture Inc, the University of Sydney, the University of Melbourne, and Curtin, led by Dr. (Aunty) Jocelyn Jones, to gather data to co-design culturally safe men's anti-violence programs.
Nyoongar woman Dr. (Aunty) Jocelyn Jones is not only a part of the Tactical Elders Program but is also an Associate Professor from Maladjiny Research Centre, Kurongkurl Katitjin, Edith Cowan University, WA. Dr Jones’ project is designed, owned, and led by Aboriginal and Torres Strait Islander scholars in partnership with Young Aboriginal men with lived experience in custody and in the community, Elders and Aboriginal Community Controlled Organisations.
The aim of the project is to gather research to support the creation of services and programs addressing family, domestic and sexual violence among young Aboriginal men that will address their behaviours through trauma informed practice.
Dr Jones believes Serco’s partnership in this project is vital to ensuring the cultural safety and wellbeing of Aboriginal male prisoners.
Serco’s commitment to creating a culturally safe environment is essential for rehabilitation and longterm reintegration into the community,” said Dr Jones.
“The model, endorsed by respected Elders, provides a strong cultural foundation for those in custody. Importantly, the work aligns with principles of self-determination, enabling Aboriginal people to have greater control over their lives and futures — an essential foundation for meaningful rehabilitation.”
Serco is proud to maintain and operate Acacia Prison for the Department of Justice of Western Australia. Implementing an Aboriginal Prisoner Strategy is an important requirement and aligns with the Department’s strategic direction.
Aunty Rosalie Kickett
Female Elder of the Year
Congratulations to Aunty Rosalie May Kickett for her recognition as Female Elder of the Year at the 2025 NAIDOC Week Awards!
Aunty Rosalie is an integral part of Serco’s support for the men in our care at Acacia Prison, working alongside Acacia’s Indigenous Cultural Advisor Brooke Dillon, Superintendent John Harrison and the rest of our passionate Acacia team. Aunty Rosalie has dedicated her life to supporting the physical, mental, emotional and spiritual connection of Aboriginal people across Australia, and we are proud of her well-deserved recognition at this year’s National NAIDOC Awards.
As Acacia Prison’s primary Tactical Response Aunty, Rosalie helps empower the men in Serco’s care with a sense of self-pride, cultural connection and cultural safety. Her nomination for this significant award by the men in our care is a strong testament to the ongoing impact of her presence and leadership.
Aunty Rosalie’s work at Acacia Prison goes from running wellbeing initiatives to being an advocate for the First Nations community’s voices and needs; it is about providing wrap-around support and working with the men who want to change their lives.
“It’s an honour...you never ever expect it,” Aunty Rosalie said.
Johnny Garlett NAIDOC Perth Community Person of the Year
We’re incredibly proud to celebrate Johnny Garlett, recognised as the 2025 NAIDOC Community Person of the Year in Perth.
Johnny’s unwavering dedication to supporting the more than 650 Aboriginal men at Acacia Prison is nothing short of inspiring. As the Cultural Focus Unit Coordinator, Johnny leads with cultural integrity, compassion, and a deep commitment to systemic change. His work helps ensures that the Aboriginal men in our care are treated not only with dignity and respect, but also cultural safety - especially during times of grief and loss.
Through his leadership, Johnny has helped embed cultural identity at the heart of rehabilitation and healing. He champions Sorry Business, kinship, ceremony, and connection to country, creating a space where culture is both respected and prioritised. To support his work at Acacia Prison, Johnny is also a qualified prison officer, ensuring the men in our care and community feel culturally safe during Sorry Business and times of need.
Beyond his day-to-day role, Johnny delivers intensive cultural awareness training across the facility, helping to build understanding and awareness throughout the entire team.
We thank Johnny for his passion and leadership. This recognition is a well-deserved acknowledgement of how, as an incredible young leader, Johnny helps us powerfully and respectfully.
It’s about walking alongside... the men who say...‘it starts with me, it starts with us’, to rebuild their lives.”
A big thank you to the National NAIDOC Secretariat and the National Indigenous Australians Agency for a beautiful award ceremony, the Hon Malarndirri McCarthy and Hon Paul Papalia CSC MLA Minister for Western Australia Corrections for recognising the National NAIDOC Award winners.
Place Pioneering partnership
Delivering houses to First Nations communities across NSW
The first two modular homes built by inmates at Clarence Correctional Centre (CLA) recently departed the site and have been installed at Wellington and Narrabri in regional NSW for First Nations community members. This milestone marks a significant achievement in Serco’s partnership with the Aboriginal Housing Office (AHO), and Corrective Services NSW (CSNSW) providing much-needed housing for these communities.
Following the departure of the first two homes, the Serco team will commence the construction of another two homes for AHO and CSNSW which will be 2-bedroom models that are earmarked to support additional regional communities.
This project has provided valuable employment opportunities for inmates, with 15 currently employed in the modular housing team. Since the project's inception, inmates have completed several courses, including Certificate II in civil construction, and Certificate II in construction and white cards for working at heights, confined spaces, and forklift.
The program aims to boost the job prospects for inmates when they are released and provides postrelease support to gain and maintain jobs. It also addresses a serious housing shortage in remote areas, where a lack of qualified tradespeople has contributed to overcrowding for many First Nations families.
Inmates are involved in every aspect of building the houses, including set outs, erection of frame and trusses, internal and external linings, insulation, flooring, tiling, drywall, cornice, and setting, installation of doors and door jambs, painting, cabinetry installation, and gaining basic knowledge of electrical and plumbing components.
The NSW Minister of Corrections, the Hon. Anoulack Chanthivong, Gary McCahon, Commissioner of Corrective Services CSNSW and Member for Clarence Richie Williamson MP took the opportunity visit the centre and see this partnership in action meeting with staff and inmates involved in the program.
This program not only provides essential housing for the community but also empowers inmates with valuable skills and experience, fostering a sense of accomplishment and hope for their future.
Leading maintenance engineering on the RSV Nuyina: Sam's story
Australian university students are encouraged to undertake internships to explore what’s out there. For some, that can take on quite a literal meaning – leading to navigating unchartered territory in distant parts of the world. This was the case for now 30-year-old Samuel Glazebrook, who jumped at the opportunity of an engineering internship offered by Serco for students to experience working onboard Australia’s world-class Antarctic icebreaker, the RSV Nuyina.
Following the internship, Sam joined Serco as an undergraduate engineer in 2019. Quickly establishing himself as a rising star, by mid2024, he’d been promoted three times, taking on the role of Marine Maintenance Engineer based in Hobart, Tasmania. Recently, Sam celebrated another career milestone – taking on the role of Engineering Manager.
“My father’s a professional fisherman, and a boatbuilder as well, so I’ve always grown up with a connection to the sea,” Sam said.
Today, Sam has a hands-on role ensuring Australia is playing an essential part in scientific research and conservation. He and his team administer a complex, critical maintenance schedule for the RSV Nuyina, with both reactive and proactive maintenance tasks that ensure the vessel isn’t just always ready for action, but as safe and optimised as possible as a versatile icebreaker serving the evolving needs of scientific researchers.
From integrating new science equipment to promptly addressing change requests made by crew and customer, Sam now manages all changes to the vessel. From design right through to implementation and updating the vessel’s configuration to reflect transformations, the role is dynamic and exciting.
“One of the highlights was integrating an array of science equipment so the Nuyina could make its 9-week dedicated marine science voyage to the Denman Glacier earlier this year,” Sam shared.
“To achieve full readiness for the trip, ensuring everything came through to its finished state in time, planning started a year or two before. Currently, we’re taking the upgrades we made for that voyage even further by integrating changes above and below deck. Big projects I’m working on are underwater sensors upgrades, a radar install, and a cargo hold heating system.
“People don’t realise it, but a vessel like the Nuyina is being maintained by our teams 24/7, even during voyages. To be able to achieve that in the harshest conditions in Antarctica is a testament to the responsiveness of our crew and having the right people and equipment in the right place, at the right time.”
Charting a course based on strengths and interests, not demographics.
Spotlighting Project Marine Engineer Rachel Allen’s journey for International Day for Women in Maritime.
On a frosty, crisp morning, a golden sunrise is breaking over the Antarctic horizon, and the ice rind around the bright paintwork of the RSV Nuyina glitters in the early light. Rugged up for the cold start, smile brighter than the sun, is Rachel Allen, pausing for a photo from the gangway as she boards the ship for a day of work.
A chilly morning is very familiar to Rachel, who works full-time in project engineering for the RSV Nuyina. Starting with Serco as a graduate three years ago, Rachel quickly affirmed her passion for a role bridging two fields where female representation has historically been limited – engineering and maritime.
Having worked to help prepare the Nuyina for its recently completed dedicated science research voyage with the Australian Antarctic Program to the Denman Glacier, Rachel reflected this year on what her role and Women in Maritime Day mean to her.
“Every job I do for the Nuyina is focused on improving the capability for science and resupply operations in Antarctica and the Southern Ocean, so I feel a real connection to my work and the impact it has on the world,” Rachel said.
“It’s great to see more women taking paths like mine and it’s my hope that every individual feels empowered to follow the path they find most fulfilling. Today is a chance to recognise, support and celebrate the growing number of women deciding to become professionals in a field historically and presently male-dominated.”
The International Day for Women in Maritime’s 2025 theme is: An Ocean of Opportunities for Women. For Rachel, the career she has launched at Serco – and the diversity of her work and training – is a powerful example of the opportunities that await those who choose to pursue their skillsets and passions.
“I think of my own pathway as a reflection of my interests and strengths, and I value Serco’s support in obtaining relevant training to my role,” Rachel said.
“Forging your own path often means not letting the majority demographic of people on similar journeys to you deter you from what you find interesting and fulfilling, even though this can be challenging.
“I was drawn to my role because I care deeply about the planet’s health and so much of that rests on the research being undertaken in the Southern Ocean at the moment. I see innovation as a tool I can use to support the world of work I’m passionate about, and I really enjoy finding creative ways to solve novel problems.”
Looking to the year ahead, Rachel plans to complete several significant projects on the Nuyina, from upgrading systems and reconfiguring spaces to designing creative solutions that ensure the vessel’s capabilities continuously improve, offering the cutting edge of research and resupply support, all while maintaining safe, efficient operations.
As she prepares for another busy 12 months doing work she loves and diving into new opportunities, Rachel continues to be inspired by the women she works with and alongside.
“There’s a significant number of amazing women in our office and incredible ladies in the crew onboard. I look up to all of them,” Rachel said.
“In short, there’s no shortage of people to be inspired by.”
As Rachel says, today is a day to highlight and acknowledge the women all around the world who are charting their own courses in the maritime sector. We hope Rachel’s story inspires you, as it does all of us at Serco.
Place Community Services
Police freed up to spend more time on the frontline as Victoria Police and Serco extend partnership
Serco is delighted to have extended our partnership with Victoria Police (VicPol), which will ensure more than 100,000 hours are freed up for frontline policing each year, contributing to the Victorian Government's commitment to keeping the community safe.
Serco will continue to operate the Victorian Police Assistance Line (PAL) and Online Reporting (OLR) service, which are essential community resources that allow community members to report nonemergency crimes and obtain helpful advice and information. These services play a critical role in enhancing community safety and enabling more efficient police procedures, including freeing up valuable hours for frontline policing.
Serco's focus on digital innovation and customer service makes it easier and simpler for community members to report crime.
David Reynolds, Serco’s General Manager Community, said the contract extension reflects the quality of our service and the commitment of our teams to providing outstanding support to the Victorian community.
“Our partnership with Victoria Police through the PAL and OLR has significantly impacted frontline policing, freeing up more than 105,000 hours in 2024 alone, and enabling police officers to focus more on urgent and complex issues, enhancing overall public safety,” said Mr Reynolds.
As the key point of contact for non-emergency outreach to Victoria’s local police stations, Serco is proud to have managed 740,000 community contacts across the PAL and OLR in the past 12 months, and more than 3.5 million calls from Victorian community members through the PAL since Serco began contract operations in 2019.
“The service has proven to be an integral resource for the community by offering a vital link between the public and the police, ensuring that non-urgent crimes and concerns are addressed efficiently and effectively,” Mr Reynolds said.
"We are committed to continuing our work with the Police Assistance Line and Online Reporting, providing a service that keeps our communities safe.”
With the announcement of our contract extension, including Victoria Police exercising an option to extend by an additional year, Serco looks forward to continuing our partnership with VicPol to deliver value, efficiency and innovation to Victoria’s police force and community. Most importantly, Serco looks forward to continuing to play a key role in helping keep people safe.
Place Community Services
Serco delivers Online Reporting Platform uplift for Victoria Police, helping return even more hours for frontline policing
Leveraging our extensive contact centre expertise, as well as our digital advisory and delivery capabilities, Serco has been operating the Police Assistance Line (PAL) and Online Reporting (OLR) services for Victoria Police since 2019.
Since then, we’re proud to have already returned more than 600,000 frontline policing hours, and we continue partnering with Victoria Police to support the Victorian community by reducing time spent reporting crime. As a result of our OLR service delivery, police officers are freed up to spend more time on the beat and responding to emergencies, while individuals making reports benefit from the convenience of digital reporting for nonemergency situations.
In June 2025, we rolled out a new OLR platform uplift that takes user experience to the next level. New benefits for platform users include:
• An elevated and simplified step-by-step user reporting experience, including the ability to save your report and return later;
• The additional reporting category options of Burglary and Theft of Motor Vehicle, the availability of which we anticipate will save even more hours of frontline policing time; and
• Continued partnership between Serco and Victoria Police to ensure the best service for the community, creating procedural ease, efficiency and consistency for the handling of nonemergency crime reporting.
Paul Clark, Serco’s Victoria Police Contract Manager, said: “We continue to work in a collaborative partnership with Victoria Police delivering first class innovative and cost-effective community policing services to Victorians. We expect to see even more significant frontline hour savings from this project.”
Serco is thrilled to be able to add even greater value to Victorian police officers and the broader community with an enhanced, simplified user experience and the introduction of further reporting options. It’s yet another way we’re working to Impact a Better Future.
Exciting new ICT internship program at Fiona Stanley Hospital
Serco's Fiona Stanley Hospital (FSH) team has launched an exciting initiative in collaboration with Murdoch University, Perth: the "Information and Communication Technology (ICT) Internship Program." This innovative program aims to provide practical, hands-on experience to budding ICT professionals while addressing key skill gaps within the industry.
The program is already off to a great start, with an intern currently working on the topic, "Develop an Efficient Test Automation Methodology," under the expert guidance of Dr. Nitin Khosla, PhD AI and Information Technology Service Management Test Team Lead. This project highlights the program’s focus on advancing cutting-edge solutions within our ICT landscape.
In a significant acknowledgment of its potential, the Innovation and Project Growth Team has recognised the ICT Internship Program as part of the "AsPac Innovation Idea" at the national level. This has elevated the program to a pilot project status under the broader ICT initiatives within the region.
Internship programs like this are crucial in addressing skill shortages in areas such as IT operations, Helpdesk, and IT services. By fostering partnerships with academic institutions and offering real-world learning opportunities, Serco is paving the way for a more robust and skilled workforce to meet future demands.
Dr Nitin Khosla, Serco FSH-Test Team Lead and Prof David Parry, Dean - School of IT, Murdoch University.
Jason Richardson, Serco’s Chief Digital Officer – AsPac, named in the Top 50 CIOs in Australia.
This Award recognises Jason’s service and impact across a number of pillars: driving innovation, navigating rapid change, building a great culture, and positively influencing leadership teams to ensure the best decisions are made. Jason’s impact is tangible at Serco in his team, at the executive level and across the broader business, and we are delighted to congratulate Jason on this incredibly well-deserved recognition.
This year’s CIO50 ranking is also a testament to Jason’s work driving partnerships that elevate our agility, promote innovation and enhance the quality of our service delivery across the business.
The Award assesses transformation outcomes, which for Serco, includes the delivery of:
1. Cloud technology without compromising security postures;
2. A product-driven model that fosters cross-company collaboration;
3. A hybrid delivery model that emphasises career opportunities for staff;
4. Embedded automation with deployments of AI innovation;
5. An optimised cost of technology footprint;
6. Staff engagement scores in the Technology Team showing a strong increase; and
7. Staff retention in the Technology Team showing a positive upward trend.
For Serco, our focus on tech-enabled innovation is part of our DNA, from the leadership level right through to our frontline teams.
Serco is proud of Jason’s leadership, which promotes a culture of exploring new ideas. We’re also very proud of the strategic approach his team brings to the table, enabling our people across Serco’s contracts to impact a better future via our tech strategy, investments and decision-making every day. Ultimately, in every way that Serco’s technology enables our organisation to be more agile, resilient and secure, we’re delivering even stronger outcomes for our people, partners and communities around the globe.
A big thank you to the CIO50 organisers and judges for this recognition.
Proud to be recognised as one of the Top 50 CIOs in Australia.
Year of groundbreaking firsts for the RSV Nuyina
Dedicated Denman Glacier science voyage, Heard Island and McDonald Islands environmental campaign achieved.
In 2025, after delivering critical resupply to Davis and Mawson in January, the RSV Nuyina ended the 2024/2025 Antarctic season in June, having successfully completed its first 9-week dedicated marine science voyage to the Denman Glacier, one of the most remote places on Earth. Just a few months later, the Nuyina departed Hobart on another ambitious voyage: enabling the Australian Antarctic Program’s first major environmental campaign to the Heard Island and McDonald Islands (HIMI) in 20 years.
Place Defence
The Denman Glacier (March – May 2025)
Carrying 85 Australian Antarctic Program expeditioners and 45 crew, the Nuyina’s third 2024/25 season voyage saw the Serco crew successfully facilitating research while navigating through harsh environmental conditions, including winds at times reaching 63 knots (116 km/hour), thick ice and frequent periods of very low visibility.
The Australian Antarctic Program had previously been unable to access Antarctica’s Denman Glacier – which is of prime scientific interest as one of the largest, least-studied glaciers, with the potential to raise sea levels by 1.5m if it melts entirely – because of the Glacier’s extreme geographical remoteness and logistical challenges. With the Nuyina’s unique combined capabilities as an icebreaker and research vessel, and Serco’s skilled crew, these challenges were overcome.
“This science voyage of the Nuyina was a very ambitious programme of operations, however everyone really put in the effort to learn…leading to ultimately a very safe and successful voyage,” said Serco’s Master Paul Clarke.
Consistently prioritising crew and expeditioner safety, the team adapted to 12-hour shifts, organising 24/7 availability of all technical skillsets. This included highly trained staff such as experienced ice navigators and dynamic positioning operators. The Serco catering team worked seamlessly to ensure meals were available every two hours, delivering over 30,000 meals during the voyage.
HIMI Campaign (September – November 2025)
Serco has proudly enabled the Australian Antarctic Division (AAD) to make its first dedicated environmental management campaign to HIMI in more than two decades, delivering the RSV Nuyina mission-ready to facilitate critical scientific work.
HIMI is an Australian external territory, comprised of World Heritage-listed remote islands in the Southern Ocean. The region teems with globally significant ecology and geoheritage values, being one of the most intact subAntarctic ecosystems left on Earth.
To ensure the AAD could safely venture as far as needed and achieve as many campaign objectives as feasible during the voyage, Serco’s onshore support teams and the ship’s crew have worked collaboratively with the AAD to deliver complex vessel upgrades and logistical planning with efficiency. This includes meticulous safety measures and biosecurity planning.
Serving as a floating scientific laboratory and accommodation for expeditioners, the Nuyina’s diverse, world-class capabilities were on full display during the voyage, from enabling threatened species population assessments on the islands, through to detailed examinations of live marine creatures in the vessel’s unique wet well. This is all while Serco manages the 500 systems on the vessel, which span 50,000 configurable items with 12,000 planned maintenance tasks assigned.
Technology innovations across the justice sector
At Serco, we’re proud to be leading the way in transforming correctional services through innovation that puts people first. Across our justice operations in Australia and New Zealand, we’re deploying cutting-edge technologies that enhance safety, improve communication, and support rehabilitation — creating better outcomes for those in our care, their families, and our dedicated teams.
Innovation in Corrections: Serco leading the way across Australia
This year Clarence Correctional Centre became the first facility in Australia to launch a secure, AI-powered messaging platform, making it easier for inmates to connect with their loved ones.
Developed in collaboration with our partner Parlai and Netcard, this platform is more than just a messaging application. It’s a bridge to rehabilitation and reintegration. Connection is a powerful tool and by enabling secure, real-time communication with family and friends, we’re helping inmates maintain meaningful relationships that support their journey beyond incarceration.
The system is designed with integrity and safety at its core:
• AI analyses every message, allowing context-aware moderation.
• Key words are monitored in real time, supporting intelligence teams in identifying risks and mapping relationships.
As well as empowering inmates to stay connected in a safe, structured way, this technology is a powerful step forward in our commitment to safer communities and better outcomes. Already, the platform has provided critical insights to prevent potential contraband introductions, demonstrating the secure messaging technology’s value not only in connection, but also in operational intelligence.
From a business capability perspective this innovation has proven itself able to lighten the administrative load within the centre and is aligned with existing Offender Telephone System protocols.
Since launch, more than 4,000 subscriptions have been activated, with an average of 7,000 messages sent daily, showing how this initiative has greatly enhanced connections between inmates and their loved ones since its activation, fostering improved mental wellbeing.
A huge thank you to our teams and partners who made this possible.
This initiative not only showcases a milestone in correctional technology but also reflects a broader commitment to human-first, secure, and rehabilitation-focused justice solutions.
"As part of our commitment to rehabilitation and digital innovation, this technology solution promotes personal accountability by empowering inmates to maintain strong family and community ties.
The introduction of Secure Messaging supports established research that maintaining strong family and community ties significantly improves inmates' mental wellbeing, supports positive behaviour within correctional facilities, and enhances reintegration prospects upon release.
Stronger communication links are proven to reduce feelings of isolation, which in turn contributes to reduced incidents of violence, self-harm, and negative behaviours within correctional centres.”
Nick Rowe, General Manager Justice Operations Australia and New Zealand Justice Technology Lead
Driving innovation through partnership: Serco and Hermes
For Hermes Fleet Solutions, working with Serco is more than a contract - it’s a shared pursuit of a safer, more efficient fleet combined with increased staff empowerment for increased safety and accountability.
"Beyond the metrics, what sets this collaboration apart is our strategic alignment: Serco’s commitment to safety, efficiency and service excellence is matched by our focus on actionable insights."
Nicholas Grieg, Hermes
Hermes telematics drives true fleet optimisation for Serco. Deployed across both the Serco-operated Clarence Correctional Centre and our Melbourne Parks and Gardens contract, Hermes’ Teletrip telematics and analytics platform delivers monthly custom reporting that goes beyond compliance and cost. From identifying under and overutilisation to flagging any emerging maintenance risks, and helping drivers optimise their behaviour, our data is used to inform real-world actions and achieve measurable results.
Hermes’ system, which includes a driver fatigue monitoring system, has proven invaluable in supporting road safety within our contracts.
When fatigue is detected, the system promptly alerts the driver through an in-vehicle alarm, while fleet managers receive real-time notifications via the dashboard, email, and automated text messages. This enables immediate action, such as encouraging drivers to take a break, helping to ensure the highest standards of safety on the road.
An overview of the enhanced security and logistics features our people are already benefitting from:
• Real-time vehicle tracking
• Route validation
• Alerts for unauthorised use (critical in a highsecurity environment)
• Boosted operational efficiency through optimised logistics, fuel monitoring, and proactive maintenance scheduling
• Detailed GPS logs (offering a clear audit trail to support investigations and ensure compliance if an incident does occur)
At Serco, we’re proud that our partnerships, like this collaboration with Hermes, drive local and global impact.
Beyond elevating our service delivery in our Australian contracts, this partnership is setting a benchmark across Serco’s global operations. By embedding innovative smart technology into our operations, we’re building safer, more efficient, and even more accountable systems for governments and communities worldwide.
“This partnership, and the outcomes achieved, reflects our shared commitment to innovation, accountability, and service delivery at scale.
We’re proud to support Serco, a partner that values transparency, embraces innovation, and delivers services with integrity.”
Nicholas Grieg, Hermes
“At Serco, we take pride in providing essential services that have a genuine impact on communities across Australia and beyond. Our collaboration with Hermes demonstrates how advanced technology can enhance operational excellence, safety, and accountability in a range of settings, —from the lush landscapes of Melbourne Parks and Gardens to the secure environment of Clarence Correctional Centre.”
Nick Rowe, General Manager Justice Operations
Australia and New Zealand Justice Technology Lead
Serco is proud to maintain and operate Clarence Correctional Centre on behalf of NSW Corrections and the NSW Government, and many of the City of Melbourne's beautiful parks, gardens and sporting fields.
Place Defence
Delivering cross-border Facilities Management for the Australian Defence Force: a Serco
Story
How do you overcome regional talent shortages to deliver complex logistical support in a highly regulated sector across more than 20 service lines – all while partnering across borders?
The Australian Defence Force (ADF) asked Serco, and we delivered. Enter our cross-border Middle East Logistics and Base Support Services (MELABS)
– a hybrid service model delivered in partnership by Serco Asia Pacific and Serco Middle East.
As a holistic solution created for the ADF that can scale with surge demands, Serco’s MELABS contract was first awarded in 2011, then renewed in 2018 and again in 2023. Serco supports the ADF in the Middle East across base operations and logistics support services, with examples including:
• Fire and rescue;
• Catering;
• Infrastructure utilities management and facilities maintenance; and
• Reception, accommodation management, laundry, cleaning, retail and gym.
Proudly sharing a relationship of trust, transparency and innovative thinking with the ADF, over the course of the contract, Serco has achieved impressive milestones through a continued focus on quality, safety and understanding of the customer’s needs and requirements. Achieving 3,000,000 hours of safe work and zero lost time injuries, the appreciation letters and positive feedback consistently received by MELABS show that Serco’s services are regarded as one of the best catering facilities in the Middle East Region by many ADF and Coalition Force members.
For Serco's MELABS team, delivering on contractual obligations is simply not enough – they are committed to going above and beyond when the need arises. A standout example is when the ADF took part in the largest humanitarian airlift operation in recent history. Titled Operation Neo, this project involved deploying aircraft and personnel to evacuate Australian nationals and approved foreign nationals from Kabul International Airport.
Serco not only developed temporary accommodation space for evacuees, but went further, from delivering accommodation blocks to supplying beds, linen, cleaning activity, meals and maintenance in preparation for the arrival of evacuees. At their peak, evacuees numbered over 3,000.
In support of Operation Neo, our facilities management team was proud to deliver well over the standard surge requirement required by our contract on significantly less than the specified notice. This monumental effort could only be achieved due to the incredible talent and strength of our people, and a truly collaborative partnership with the Commonwealth ADF team.
Surge and Flex: Serco MELABS Delivers for Defence at Short Notice
As a long-standing Australian Defence Force (ADF) industry partner, Serco is proud to have been recognised by Wing Commander Phil Randerson, Commander – Air Task Unit of the Australian Defence Force, in a Letter of Appreciation to the MELABS team for outstanding flexibility and rapid delivery of capability uplift.
In particular, Wing Commander Randerson thanked Serco’s teams for assisting the Air Task Unit during recent operations. Supporting the Australian Government’s consular response to the Middle East conflict, these operations were a dynamic ADF project that involved missions where responses to operational requests and amendments were required with minimal notice.
The MELABS team delivered with speed and precision, from reconfiguring and expanding ADF accommodation to host large numbers of surge personnel quickly, to delivering vehicles across multiple classes with short notice.
“I wish to extend my thanks to the Serco ground handling and catering teams for their support to the Air Task Unit (ATU),” Wing Commander Randerson said, describing Serco’s flexibility and commitment to supporting our Defence personnel in the Middle East with whatever is required to get the job done. “Short notice requests…were always met with a warm demeanour and a can-do attitude, with the team consistently being punctual and diligent in enabling mission success.”
Sharing that his entire team felt “sincere and immense gratitude” for the support and flexibility Serco provides, Wing Commander Randerson expressed that both the ground handling and catering teams, “should feel justifiably proud of their contribution to supporting ADF missions and know that their professionalism, flexibility and hard work contributed to the successful completion of several missions conducted recently.”
The following Serco staff were all given special mentions for their support and being a delight to work with: Hospitality Manager Thiagarajan AsaiThambi (Thambi), Support Services Assistant Lead Valentino Ferrao, and Fuel & Waste Team Leader Sagarkumar Patel.
Serco’s leadership team and MELABS are proud of this exceptional recognition of the hard work, passion and skill that our people bring to their roles every day. As a strategic partner to Defence, we are built on bringing together the right people, the right technology and the right partners to create innovative solutions and make a positive impact, addressing some of the most urgent and complex challenges facing our world today. The innovative solution that is the tailored cross-border MELABS team we brought together for the ADF in the Middle East is an example of this commitment, and we warmly thank Wing Commander Randerson, the ATU and the Australian Defence Force for their support and appreciation.
These recent operations are not the first time that the MELABS team have worked hard to rapidly respond to changing priorities and needs – and they are unlikely to be the last.
Place Defence
Place Defence
Serco plays critical role in Talisman Sabre 2025
Again in 2025, Serco was proud to be supporting the Australian Defence Force (ADF) in undertaking Exercise Talisman Sabre across Australian waters during July and August.
As the largest bilateral combined training activity between the ADF and United States military, Serco has been actively involved in Talisman Sabre for more than 15 years. This year the exercise saw over 40,000 military personnel take part from 19 nations, including the United States, Canada, the United Kingdom, New Zealand, and other partner nations across the Pacific and Asia.
Serco’s role in this major exercise draws on capability from our Defence Marine Support Services (DMSS) contract, including the design and construction of missile practice targets, fuelling for visiting naval vessels, towing and berthing of participating craft, facilitating international personnel transfers, laying of practise mines on the seabed and supporting the Royal Australian Navy’s Autonomous Warrior program in the Jervis Bay and Eastern Australian Exercise Areas.
This year Serco’s medical teams stationed in ADF bases across the Northern Territory and Northern Queensland also played a critical role in supporting the health and wellbeing of participating military personnel. Our Medical Officers and Nurses on the ground provided health care services throughout the event.
In 2023, Serco supported the inshore maritime operations component of Talisman Sabre, by conducting harbour services, which this year has been expanded to include the construction, transfer and installation of three maritime target platforms. These targets are to support live fire exercises being conducted by the United States Army, Navy and Royal Canadian Navy in the waters of the Northern Australia Exercise Area.
The three targets were an exciting challenge for Serco engineers, with each one requiring very specific modifications to align to the needs of each live fire exercise. These modifications were based on the Mk3 target.
Serco Managing Director, Defence – Peter Behrendt –shared how proud he is of the work being done by Serco’s engineers, general purpose hands, masters and site managers stationed at HMAS Coonawarra, Kuttabul, and Creswell, who have been integral in helping the RAN prepare for Talisman Sabre 2025.
“This year is the 11th and largest iteration of the exercise, and our staff are vital in supporting the smooth running of the event. Over the 45 days more than 40 Serco personnel were actively involved across sea and land,” said Mr Behrendt.
“Since April this year the team has been working alongside the Joint Fires and Live Fire Exercise Planner from the Department of Defence to bring the vision of the Royal Canadian Navy and both the United States Army and Navy to life. The construction of these complex targets shows a deep understanding of the needs of our customers, and we were very honoured to play an active part in the making this exercise a success.”
"This year’s exercise highlights the critical role Serco played in enabling complex joint operations. From towage and berthing support to logistics coordination, our contribution reflects the strength of our relationship with the Australian Defence Force, as well as the Defence Forces of other participating nations, and our commitment to operational excellence."
Supporting Talisman Sabre 2025 is yet another example of how Serco stands as a trusted and capable partner to Defence. Our involvement across multiple domains showcases not only our technical expertise but also the enduring reliability we bring to Australia’s national security efforts.
Serco supports design, build and transfer of targets for Talisman Sabre 2025
Serco has supported the delivery and placement of three custom-made targets for the United States Navy, United States Army and Royal Canadian Navy as part of the biennial Exercise Talisman Sabre.
The targets, designed and built by Serco’s Defence Marine Support Services (DMSS) contract engineers at HMAS Creswell, were used in live fire exercises to showcase the capability of the visiting vessels from America and Canada.
Serco’s engineers designed and constructed these targets based on the Mk3 target, which included:
• full alloy mesh deck with 3000x3000 work area
• 900x900 frame for the mounting of antennas, boosters and aerials
• 900x900 radar reflector and 4 x corner reflectors.
The targets which can load bear around 544 kg each contained complex structures to simulate and mimic a large defence vessel at sea. They were designed with a bridal and were towed by Serco crews into position to support these live fire exercises.
Serco have worked alongside the Department of Defence to support their requests and we were very proud of the team’s ability to rapidly deliver the target builds to support the critical live fire exercises, said DMSS Contract Manager Chris Doolin.
“Designing, building and transporting these targets, whilst remaining agile to support customer needs is something we have taken great pride in. Our engineers intimately understand the needs of vessels participating in the live-fire exercises and we worked closely with our customers to collaborate on the final build.”
“The distance alone to get these targets to site is more than 4,100 km by road and is a credit to the Serco crew who seamlessly made this happen.”
Serco delivers healthcare services to ADF personnel throughout Talisman Sabre 2025
In partnership with Bupa, Serco has been proud to support Talisman Sabre 2025 through the delivery of health care services to ADF personnel and other participating nations. Over the last six years, Serco and Bupa have together played a critical role in delivering healthcare to the Australian Defence community. Our shared commitment has enabled us to support the physical and mental wellbeing of ADF members during times of conflict, crisis, national emergencies and on an ongoing day-to-day basis.
Healing Through Colour & Creativity Adelaide
Remand Centre
Health Centre Upgrade
When Serco commenced operation of the Adelaide Remand Centre in August 2019, the health facility was noticeably dull and uninviting — a stark contrast to the therapeutic environment needed to support healing and recovery. The physical space did not reflect the quality of care Serco aspired to provide.
Drawing on previous experience in settings where chromotherapy (healing through colour) had been explored, a member of the leadership team championed the idea of transforming the centre’s environment through colour. This concept aligned with Serco’s commitment to innovation and evidence-based practice.
The colours selected for the upgrade were chosen with purpose and cultural sensitivity, ensuring they supported the centre’s diverse patient cohort. Each clinic door was painted a different colour, carefully matched to the specific function of the clinic it represented, with therapeutic principles guiding the design. This thoughtful approach marked the beginning of a broader effort to reimagine the health centre as a space of safety, dignity, and healing.
Emphasising the Aboriginal Connection
Background
A patient shared with our Aboriginal Liaison Officer (ALO) that he felt isolated and disconnected after several days in the ward cell. With approximately 30% of our prisoner cohort identifying as Aboriginal — and many experiencing complex health needs — this highlighted a critical need for cultural connection and representation within the health centre environment.
The Initiative
In response, the health team partnered with the ALO to incorporate Aboriginal artwork into the health centre, beginning with the nurses’ station. A culturally respected Aboriginal prisoner, renowned for his artistic work, was engaged to design and paint the mural.
Cultural Integrity
Ensuring cultural authenticity and significance was central to the project, the artist — a proud Bundjalung man from Northern NSW who has lived most of his adult life on Kaurna land — used colours and designs that reflected both his ancestry and lived experience. The result is a visual representation of connection to land, a core element of Aboriginal identity and healing.
It’s more than art — it’s a bridge between culture, place, and healing.
The artist of the three panels,Thomas Readett,VisualArtist,of the Ngarrindjeri peoples has represented the three cultural staples of dance and music,maintaining country and native flora and fauna.The country in the background is the Coorong, land of the Ngarrindjeri people. "I really wanted to give the viewers an experience of culture, as this will aid the individual’s mental health and experience of the space."
Impact of Representation
The artwork serves not only as a striking focal point but as a symbol of respect, inclusion, and cultural safety. It reflects Serco’s commitment to ensuring that all patients feel valued, seen, and connected during their healthcare journey. We have observed that culturally meaningful representation throughout the centre including within health, fosters a stronger sense of connection and trust among Aboriginal prisoners. This has led to an increased engagement with health services and is reflected in a measurable reduction in the number of refused health consultations within this group.
Chromotherapy & Art in Our Health Centre
What is Chromotherapy?
Chromotherapy uses colours to promote well-being:
ColourTherapeutic Effect
BlueCalms the mind, reduces tension, supports those with anxiety and pain
OrangeEncourages social connection and optimism, can also increase appetite
GreenBalances emotions, promotes harmony
YellowUplifts mood, boosts energy
PinkSupports mental clarity and inner peace
Why it matters?
Colour and art do more than decorate a space—they promote: Reduction of stress and anxiety Support for mental health and emotional healing
Improved focus and calm during treatment
Encouragement of selfexpression and dignity
Cultural Space Mural
in partnership with
Social Impact Fund Initiatives
POSITION is a BCorp Certified Company. This means POSITION has made a formal commitment to ensure a percentage of every order placed goes toward a dedicated Social Impact Fund. This fund is utilised to support projects that directly help the community we live in.
$102K
Serco Spend
FY2025 with POSITION
6 x individuals facing homelessness received funding from the Direct Giving Program. $1,000 per recipient.
‘We are Mobilise’ was created to journey alongside those experiencing homelessness and explore how we can best make a tangible impact in the lives of those in need.
Position are the inaugural partner to the Mobilise Kickstarter direct giving program. This partnership is a monthly direct debit from Position that goes directly to those facing street homelessness.
$12,000 in kind fundraising merchandise directed to Westerman Jilya Institute.
The Westerman Jilya Institute for Indigenous Mental Health is an Aboriginal Community Controlled not for profit organisation. It aims to support improved access to mental health services that are both clinically and culturally appropriate, and which can provide measurable outcomes for high risk communities.
20 x Rough Sleeper backpacks totalling $3,000 were supplied to The Hutt St Centre.
Rough Sleeper’s mission is a re-imagination of how garments are made, but also how we operate as a society. The brand experiments with peer to peer impact whereby each purchase connects profit to geolocated social impact for street homelessness.
Rough Sleeper seeks to operate a commercially viable business, but one that does not do further harm to our planet or the people on it.
Serco celebrates 30-year anniversary serving Melbourne Parks and Gardens: A Facilities Management story
Since June 1995, Serco has been maintaining scenic public grounds for the City of Melbourne through our Melbourne Parks and Gardens (MPG) contract. With unwavering attention to detail, our Facilities Management team of 60 full-time staff ensures 35,000 assets are maintained, 10,000 garden beds and 10,000 turf sites are kept healthy, trimmed and thriving, and over 250 rubbish bins are emptied daily. These are just a few of the tasks that go into ensuring the Victorian community can enjoy 290,000m² of dedicated public spaces for work, sport and recreation across Kensington, Carlton North, North and West Melbourne, Docklands, Parkville, Royal Park, Fisherman’s Bend and Princes Park.
Highlights from the past 30 years include:
• Meticulous operational and quality control and delivery on KPIs, with every blade of grass across the region being mowed every 14 days, made possible by high quality mowing equipment sourced from local businesses;
This milestone is also particularly special for our team, with three members - Ian Harvey, Ross Maltby and Phillip Vanree – celebrating 30 years with Serco and MPG since being hired when Serco was first awarded the contract in the 1990s.
This year, we’re proud to look back on key moments and achievements that have defined this collaborative relationship.
Across the 30-year partnership with the City of Melbourne, Serco has supported our MPG stakeholders through:
• The Millennium Drought: severely dry conditions that occurred between 1997 and 2009;
• The Commonwealth Games in Melbourne in 2000, bringing increased foot traffic and logistics;
• Keeping staff and the public safe during the COVID-19 pandemic;
• Facility complexity and growth, with our MPG facilities management covering a high volume of tasks, such as 43,800 BBQ and 11,680 toilet cleanings annually; and
• Changes in operating processes, requirements and technologies during three decades of community service, spanning approximately five contract renewals and extensions.
• The ability to help nurture Victoria’s incredible biodiversity across our team of turf, horticulture, water and infrastructure specialists, including controlling invasive species and working with the City of Melbourne to introduce 15 hectares of improved landscape through planting and maintenance of indigenous and local species; and
• The recent introduction of our 100% electric sweeper to Serco’s fleet, reflecting a strong ongoing commitment to reducing emissions and minimising environmental impact.
In recognition of their incredible 30 years of exceptional service delivery and our people’s dedication across the partnership, the City of Melbourne and Serco AsPac leadership joined our MPG team in Melbourne in June to celebrate and individually recognise Ian, Ross and Phillip for their service. It was a great event, and truly energising to have everyone on location to share and reflect on the many successes achieved together.
For our people, despite the passing of time, one thing remains unchanged – delivering operational excellence is an ongoing priority. It’s something we are able to achieve every day because – for the Serco team – it’s not just about emptying bins, maintaining 30 sports fields and 15,000 sprinkler heads, or ensuring 13 cricket pitches are green and grassy. It’s about caring for our community and offering locals and guests the best experience possible when they visit an MPG site.
Here’s to the next 30 years – and many more.
Place Education outcomes
Bridging the gap: University students in correctional settings
In 2021, Edith Cowan University (ECU) partnered with Serco to influence the future of healthcare within the justice sector. To deepen ECU students’ understanding of the complexities of prison healthcare and challenge any preconceived notions about correctional nursing, Serco facilitated student placements at Acacia Prison. This initiative provided invaluable hands-on experience for student nurses while also enhancing the prison’s healthcare environment.
Initial placements commenced with six students in 2023, with each student completing a 160-hour practicum over four weeks. During this time, students rotated through departments, including Primary Care, Mental Health, Chronic Disease, and Alcohol and Other Drugs. These placements also provided opportunities to collaborate with doctors, nurse practitioners, allied health professionals, and pharmacists, gaining a comprehensive understanding of the correctional healthcare environment.
Since the program commencement in 2023, 21 students have completed placements at Acacia Prison, with two returning to join the Serco team permanently.
Serco Justice Health Services Director Rhian Czech said the team at Acacia have been overwhelmed by the enthusiasm and eagerness of the students to learn.
“The passion of the students to be involved in all aspects of the program and learn about prisoner healthcare has been infectious, giving the health services team the opportunity to reflect on their practices and share their extensive knowledge,” said Ms Czech.
“One of the most rewarding outcomes of this partnership has been the opportunity to offer ongoing employment to one of the students as a pharmacy assistant. This has not only benefited the student but also enriched the team at Acacia with fresh talent and new ideas.”
At the end of each placement, feedback is collected from the students to help improve the program and enhance their correctional experience. The feedback has been overwhelmingly positive, with many students expressing how the placement broadened their perspectives and deepened their understanding of correctional nursing.
Thank you so much for including me as part of the team from Day One and providing me with the best experience, teaching and exposure to date.
Student participant.
Serco is currently supporting two students at Acacia Prison, however, has committed to seven rotations supporting a total of 14 students in 2025. After more than two successful years running the program, this partnership stands as a testament to the power of collaboration and the positive impact it can have on both students and the healthcare system. Following the success of the program at Acacia Prison, the initiative has recently been adopted by the Western Australian Department of Justice operated prisons across the state.
Driven by a commitment to expand this model across other justice contracts, the Serco Health Services Team initiated discussions with Flinders University to establish a similar program at the Adelaide Remand Centre (ARC). Student placements are now underway, offering third year nursing students a specialty program. Participants complete an eight-week clinical placement at the centre, gaining hands-on experience in managing nursing care within an acute healthcare setting. Initial feedback on the program being extremely positive.
This correctional setting has provided valuable learning opportunities, despite being unfamiliar territory. The nursing staff were excited to meet with us on our first day, and their enthusiasm and willingness to teach have greatly enhanced my experience.
Student participant.
Throughout 2025 Serco will be supporting 20 nursing students across its correctional health centres, providing a comprehensive learning experience to help them achieve their career goals.
Serco celebrates 25 years delivering medical and dental logistics support to ADF
The Australian Defence Force (ADF) has trusted Serco to provide dedicated medical and dental equipment support, with specialist medical kitting and management of maintenance services for 25 years.
Currently operating alongside the ADF in NSW, Serco provides medical and dental equipment and logistical support for all ADF operations as well as peace-time training exercises and activities, and ADF Medical Centres across Australia.
From warehousing contingency stocks of pharmaceuticals and medical and dental consumables, to constructing more than 5,000 medical kits per year, and maintaining more than 100,000 items of medical and dental equipment, Serco plays an important role in supporting the ADF and Australia’s defence operational capability.
Serco Defence Managing Director, Peter Behrendt said this milestone represents the strong relationship Serco has built with Defence as a trusted Industry Partner.
"As we celebrate 25 years of service, we take immense pride in the role our dedicated and skilled team have played in delivering critical healthcare
logistical and operational support for ADF operations, training exercises and within Garrison Medical Centres," Mr Behrendt said.
“Our team includes two members who, in 2025, will both reach 25 years of giving service within this team. Through such commitment, we've ensured that those in uniform are equipped to defend our nation and protect its interests.”
Reaching this milestone reflects the dedication and resilience of our team, who have consistently provided exceptional service to enable the ADF to effectively carry out its mission to the highest possible standard."
Place Contract anniversary
Planet Justice
Serco's innovations in the justice sector support International Day of Zero Waste 2025
In celebration of the International Day of Zero Waste 2025, Serco was proud to highlight its innovative efforts in the justice sector, particularly at Acacia Prison and Clarence Correctional Centre. This year's theme, "Towards zero waste in fashion and textiles," aligns perfectly with Serco's ongoing initiatives to promote sustainability and reduce waste.
At Acacia Prison, the industry team have been at the forefront of zero waste efforts. Prisoners employed in this area have been creatively repurposing small excess scraps to make beds for dogs and cats in need. They are also using timber offcuts and old pallets destined for disposal to construct possum houses equipped with their own possum pouches, made from scrap fabrics, to keep rescue animals warm and safe.
In the textile and leather workshops, offcuts and materials have been saved from landfill and creatively repurposed to make bags to support those impacted by homelessness and help restore dignity as they traverse this difficult time in their lives. The bags which have been designed by prisoners, all who have experienced homelessness or know someone who has, are designed only from waste material available within the prison. Vinyl and workwear fabric are used for the body of the bag with straps, zips, and buckles coming from leftover materials from other production lines. Recently the team have started incorporating repurposed gym mats, making the bags even more durable and waterproof. The bag features hidden pockets for cash or personal documents, along with side holders that can fit two large 2-litre water bottles, and at the bottom there's a detachable swag with a built-in pillow for added comfort.
These efforts have resulted in significant contributions to various community organisations:
• RSPCA WA: 49 animal beds to ensure animals have comfort while waiting for adoption.
• Native Animal Rescue: 17 possum boxes, 50 possum pouches, and a mural to help rehabilitate and shelter wildlife.
• Epic Dog Program: 11 large dog beds for dogs in training and care.
• Youth Cattle Handling Camp: 10 cat beds and 10 dog beds to support animals at the camp.
• Shire of Mundaring: 24 homeless backpacks, providing essential supplies to those experiencing homelessness.
At Clarence Correctional Centre (CLA), an innovative initiative led to the cleaning and repair of old, damaged prisoner clothing, allowing it to be reissued. This proactive solution has significantly reduced the need for new clothing purchases, resulting in items not being sent to landfill and being given a new lease of life.
The initiative was extended to staff uniforms, where second-hand items in good condition are inspected, dry cleaned, and offered to staff as extra uniforms.
Since its inception in late 2024, Serco have received 179 requests for second-hand staff uniforms. This has resulted in over 250 clothing items being re-issued, items that would have otherwise ended up in landfill.
This initiative also has the potential to reduce the need for staff to order large quantities of new uniforms, saving on excess textile manufacturing and the CLA team are now working with Serco’s uniform partners to explore recycling options for items that cannot be re-issued.
All linen, bedding and mattresses within the centre are also repaired where possible or recycled to create new items. Sheets and bedding are remade into pillowcases, pillowcases are cut down to become cleaning cloths and mattresses are made into pillows. Not only teaching prisoners new skills and the importance of reusing items, this initiative and forward thinking means very little at the centre is ever thrown away therefore avoiding contributing to unnecessary landfill.
Serco's commitment to zero waste and sustainability not only supports the environment but also provides valuable skills and opportunities for prisoners, contributing to their rehabilitation and reintegration into society.
Fiona Stanley Hospital becomes first Western Australia hospital to achieve NABERS sustainability rating
Proudly led by Serco’s Facilities Management team
Serco is delighted to share that Western Australia’s (WA) Fiona Stanley Hospital (FSH) has become the first hospital in the state to achieve a NABERS rating, reflecting how efficiently FSH buildings use energy and water, manage waste, and maintain indoor environmental quality.
Based on real operational data and independently verified results, NABERS ratings are a nationally recognised benchmark for the environmental performance of our built environment, and the Serco Facilities Management (FM) team is proud to have coordinated and delivered a successful certification process. With this rating, FSH now sets an aspirational new standard for hospitals across the state.
Serco’s General Manager of Infrastructure and Equipment – Estates Services, Tom Rutherford, reflected on the recognition, saying, “Securing the first NABERS rating for a hospital in Western Australia sets a new benchmark for our sector. It’s a testament to our team’s leadership, expertise, and commitment to sustainability and operational excellence. We’re proud to deliver this milestone and to be setting the standard for environmental performance.”
Planet Justice
Continuing the Journey
For FSH and our Serco FM team supporting WA’s second-largest hospital, this is more than a certification. It’s a reflection of what’s possible when service providers have a true strategic partnership of co-creation with the organisations they support. FSH’s NABERS rating is a shared success that demonstrates how innovation, collaboration, and purpose can come together to drive leadership in environmental performance and real action on sustainability.
Serco’s FM experts are continuing to work closely with the South Metropolitan Health Service (SMHS) to keep improving the FSH facility’s environmental performance, with initiatives such as:
• Optimising building systems to reduce energy and water consumption;
• Monitoring performance data to identify opportunities for even greater efficiency; and
• Engaging staff and other stakeholders to support positive behavioural change at scale.
At Serco, we bring together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex
challenges facing the modern world. Ensuring healthcare providers are able to effectively manage their sustainability performance and get the most out of their buildings is an objective we are proud to support, demonstrating strong leadership in healthcare efficiency and optimisation, both in Australia and globally.
We’re committed to excellence in service delivery, sharing learnings and driving meaningful outcomes in complex environments where every aspect of impact matters. If you’re wondering what a partnership with us could look like for your facilities management goals…
