As a leading provider of technology-enabled services to governments and public sector organisations, Serco is focused on delivering efficient, modern experiences for employees, customers, and citizens. To maximise the value of its ServiceNow investment and accelerate digital transformation, the organisation sought to streamline operations, strengthen internal capabilities, and modernise legacy processes.

With ServiceNow Impact, Serco has accelerated platform upgrades by 50%, created a central employee hub for automation and service requests, and expanded its in-house expertise through training and certification programmes. By adopting new capabilities and empowering citizen developers, Serco is improving service delivery, increasing efficiency, and enabling teams to innovate faster across the organisation.