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Serco Court Escort and Custody Services provides court escorting services for HM Prisons. In order to deliver the service they must meet the exacting performance standards set by the Criminal Justice System and failure to do so can result in considerable financial penalties.

Serco decided that the business needed to improve its performance by becoming better at communication and team working and, more efficient at providing prisoner delivery and security to reduce the risk of incurring penalties. The company turned to CEL Training for help in achieving these objectives.

John Moore, Learning and Development Manager at Serco explains the training programme that was developed and delivered with CEL Training, “Following a review of the challenges we face, we decided that BIT (Business Improvement Techniques NVQ Level 2) would improve the skills of key teams and individuals and provide the required performance improvement in the business. We selected communications staff, individuals from the headquarters and two operational teams to focus on the key improvement areas.” 

John went on to explain why CEL had been chosen to deliver the training, “CEL Training had already successfully delivered training with other Serco establishments and had built up a reputation for a high level of professionalism and excellent training and support standards. Due to the critical nature of our work, we simply had to know that our training provider would be able to deliver.”

The training has produced some instant benefits. Working with learners during the training, CEL Training was able to identify a reduction in printing and paper usage of 50%. This alone will save Serco £70,000 a year and is just one example of the efficiencies that staff will be adept at identifying having completed their training.  

John was delighted with the results of the training, “What is exceptional about the workshops and the BIT processes is the enthusiasm of staff to apply themselves to assist the company in reducing waste and contributing towards improving the way that the company operates. They have also been introduced to lean management principles on the course so their knowledge and skills will have been improved.”

“As we go forward, the operational teams will be using the BIT principles on improving security awareness and timeliness to court. This should provide the stimulus for other business improvements, which is exactly what we set out to deliver through this training.”

Staff were equally enthusiastic about the training, giving it excellent reviews and citing improved confidence in their roles and a higher skill level, enabling them to achieve more for the business. In achieving their BIT qualifications, staff demonstrated an average increase in performance level of 50%.