Case Study: Serco Group achieves a renewed ethical culture and restored trust with NAVEX Global

Serco Group - Customer Case Study

Serco Group, a global provider of public services across defense, transport, health and citizen services, faced a headline-making crisis in 2013 when accusations of overbilling and misreporting on UK government contracts led to plunging share prices and the dismissal of senior leaders. The scandal exposed deeper cultural and governance weaknesses—short-term financial pressure, unrealistic targets, a win‑at‑all‑costs mentality and distrust between headquarters and operating divisions—prompting a corporate renewal focused on new leadership, transparency, stronger controls and a renewed emphasis on values and ethics.

Serco engaged NAVEX Global to assess culture and then rebuilt governance through a Corporate Renewal team that rewrote the code of conduct, introduced a “speak up” process, strengthened reporting and resourced divisions to prioritize integrity. A follow‑up assessment found most issues addressed and measurable cultural change: 91% of managers and 85% of staff agreed Serco is committed to ethical business conduct, signaling that ethics are now embedded in the organization.

Serco Group

Robert Smith

Director, Business Compliance & Ethics