Case Study: Serco doubles prison escort capacity and improves safety with Appian low-code automation

Serco - Customer Case Study

Serco Group plc is an international outsourcing company with 50,000+ employees supporting public sector clients across justice, immigration, healthcare, defence, transport and citizen services. Facing legacy, siloed systems and paper-based field workflows, Serco needed a scalable way to reduce manual data entry and errors, meet client KPIs, and gain better visibility and measurement of service quality.

Serco implemented the Appian Low-code Automation Platform to unify data, automate manual processes and provide mobile capabilities. Since 2015 they’ve built five UK applications, including a Prisoner Escorting and Custody Services (PECS) app that tracks about 15,000 prisoner movements per month in London and Southeast England—doubling the services they can deliver while improving prisoner and officer safety, welfare, and overall service delivery.

Serco