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21 October 2018
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Hertfordshire County Council © Geograph-Robin Hall

19 October 2017 | Herpreet Kaur Grewal

Serco has been awarded a two-year extension to its strategic partnership contract with Hertfordshire County Council.

Now the contract is set to continue to until March 2021.


The extension, which has a total estimated contract value of £48 million to Serco, follows an independent external benchmarking exercise, which concluded that the company represents “good value for money across a wide range of services”.


Since the original contract began in 2011, Serco says it has saved the council over £21 million.


It says its achievements include “delivering an innovative and high-quality social care access service working to identify and meet residents’ adult social care needs, and enabling local residents to access more council services online – from reporting highways issues such as potholes to applying for a blue badge” for disabled parking.


As part of the deal extension, Serco hopes to deliver more savings of at least £1.3m over the two additional years.


It will also bring a number of service improvements to assist the council in delivering its SMART Digital strategy, including working with the council on a large-scale transformation of adult social care to place a greater emphasis on early intervention and prevention, and enhance the council’s online customer service channels for residents, to include webchat and social media.


During the extension period, Serco will continue to handle the following services for the council.


  • • Soft FM services for 15 council sites including reception, security and cleaning.
  • • HR transaction services, payroll services and controls for council employees.
  • • Process all the council’s financial transactions.
  • • Provide IT services and deliver associated technical support and projects.
  • • Manage the customer contact centre handling a range of services for local residents.
  • • Run the children’s contact service, which arranges supervised visits.
  • • Operate the social care access service and telecare service, which enables older or disabled people to live independently in their own home.

David Williams, cabinet member for resources at Hertfordshire County Council, said the extension would bring “additional value, reduced costs and innovation from our current service provider, rather than re-procuring contracted services or bringing services back in house. Financial benefits of at least £1.342 million have been identified over the extension period”.