24 th April 2013

1. Driving performance: the role of Management Information Guy Venables Christine Shaw 24th April 2013

2. What is Serco’s experience of MI systems? • Four current employment services contracts (West Midlands, South Yorkshire, East of England and South East England) • Serco have been delivering government contracts since 1929 • 50,000 Customers on Employability Provision • Approximately 30,000 transactions per day • A lead contractor of a pure integrator model – we subcontract 100% of delivery to a large network of local providers from the public, private and third sectors, many of which are SMEs • Uniform MI and Caseload management system • Intelligent Milestone and Performance Tracker (IMPACT) developed and maintained by Serco • Cloud based solution

3. Why do we need a uniform system (IMPACT) for our subcontractors? • Accurately tracks the number of jobseekers, advisors and referrals across the contract, allowing us to measure and support performance improvement • Transparent system allows for all customer journeys to be mapped • Customisable reporting functionality • A wide range of performance management capability amongst subcontractors • Important to have “one version of the truth” • Links geographically dispersed providers. IMPACT includes Serco’s ‘Toolkit’, which: • Enables document sharing; • Features online performance improvement tools; • Provides a comprehensive directory of specialist local provision; • Facilitates vacancy sharing between subcontractors. • Provide JBO and DEL with direct access

4. IMPACT – the cost • What does IMPACT cost our subcontractors? Nothing! • Serco absorbs the cost of: • Development costs at the beginning of any new employment programme • All licences required by supply-chain staff • On-going development costs • Consultation with delivery network and Serco to enhance capability • Annual maintenance costs • Data Warehouse licence costs (more about this later) • Initial training – will use a train the trainer model

5. The benefits of IMPACT • Real-time information available to all • Elimination of paper-based errors • Reduction of paperwork • Performance management available to all staff throughout supply chain • Enables a support and challenge approach to supply chain management • No unscheduled down time since launch in 2009

6. The benefits of IMPACT • Empowers provider management teams to analyse performance and support ongoing development • Front line staff are able utilise reports to improve caseload management • Continuous performance improvement: • improves caseload analysis and forecasting; • swift reallocation of flows to address over/underperformance. • Security and fraud prevention • Customised dashboard reporting available at all levels

7. Benefits of the Data Warehouse • Allows complex reports to be developed • Daily performance data produced • Ability to drill down to see exceptions • Cohort reporting can be used to measure job or referral cohort performance • Data Warehouse reports can be sent straight to subcontractors’ staff via email

8. Benefits of Serco’s approach to Continuous Improvement • Serco’s open and honest approach to supply chain management: • Facilitates learning between subcontractors, allowing them to develop faster • Maximises performance, with the support of dedicated Performance and Quality Assurance Managers • Focuses the business on improving performance in geographies that need support most • Allows granular analysis of performance to a JBO level • Development of system based on user feedback • Removes some of the “background noise” • Allows providers to focus on getting people back into work

9. Steps to Work MI • Discrepancies in performance calculations • Variations in focus and efficiency in tracking clients • Inability to share accurate individual performance information across the network • Identifying and extracting MI Information • Lack of performance awareness across teams • Data security issues