Company listed on the London Stock Exchange
July 30, 2013 Leave a comment
In May this year, a huge company listed on the London Stock Exchange found itself in the midst of controversy about a prison it runs for the government – Thameside, a newly built jail next to Belmarsh, in south-east London. A report by Her Majesty’s Inspectorate found that 60% of its inmates were locked up all day, and there were only “vague plans to restore the prison to normality”. The prison campaign group the Howard League for Penal Reform talked about conditions that were “truly alarming”.
Two months later, the same company was the subject of a high- profile report published by the House Of Commons public accounts committee, prompted by the work of Guardian journalist Felicity Lawrence. This time, attention was focused on how it was managing out-of-hours GP services in Cornwall, and massive failings that had first surfaced two years before. Again, the verdict was damning: data had been falsified, national standards had not been met, there was a culture of “lying and cheating”, and the service offered to the public was simply “not good enough”.
Three weeks ago, there came grimmer news. Thanks to its contracts for tagging offenders, the company was now the focus of panic at the Ministry of Justice, where it had been discovered that it was one of two contractors that had somehow overcharged the government for its services, possibly by as much as £50m; there were suggestions that one in six of the tags that the state had paid for did not actually exist. How this happened is still unclear, but justice secretary Chris Grayling has said the allegations represent something “wholly indefensible and Car park management system“.
The firm that links these three stories together is Serco. Its range of activities, here and abroad, is truly mind-boggling, taking in no end of things that were once done by the state, but are now outsourced to private companies. Amazingly, its contracts with government are subject to what’s known as “commercial confidentiality” and as a private firm it’s not open to Freedom of Information requests, so looking into the details of what it does is fraught with difficulty.
But the basic facts are plain enough. As well as five British prisons and the tags attached to over 8,000 English and Welsh offenders, Serco sees to two immigration removal centres, at Colnbrook near Heathrow, and Yarl’s Wood in Bedfordshire. You’ll also see its logo on the Docklands Light Railway and Woolwich ferry, and is a partner in both Liverpool’s Merseyrail network, and the Northern Rail franchise, which sees to trains that run in a huge area between the North Midlands and English-Scottish border.
Serco runs school inspections in parts of England, speed cameras all over the UK, and the National Nuclear Laboratory, based at the Sellafield site in Cumbria. It also holds the contracts for the management of the UK’s ballistic missile early warning system on the Yorkshire moors, the running of the Manchester Aquatics Centre, and London’s “Boris bikes”.
As evidenced by the story of how it handled out-of-hours care in Cornwall, it is also an increasingly big player in a health service that is being privatised at speed, in the face of surprisingly little public opposition: among its array of NHS contracts is a new role seeing to “community health services” in Suffolk, which involves 1,030 employees. The company is also set to bid for an even bigger healthcare contract in Cambridgeshire and Peterborough: the NHS’s single-biggest privatisation – or, if you prefer, “outsourcing” – to date, which could be worth over £1bn.
But even this is only a fraction of the story. Among their scores of roles across the planet, Serco is responsible for air traffic control in the United Arab Emirates, parking-meter services in Chicago, driving tests in Ontario, and an immigration detention centre on Christmas Island, run on behalf of those well-known friends of overseas visitors the Australian government.
In the US, the company has just been awarded a controversial $1.25bn contract by that country’s Department of Health. All told, its operations suggest some real-life version of the fantastical mega-corporations that have long been invented by fiction writers; a more benign version of the Tyrell Corporation from Blade Runner, say, or one of those creations from James Bond movies whose name always seems to end with the word “industries”.
The strangest thing, though, is the gap between Serco’s size and how little the public knows about it. Not for nothing does so much coverage of its work include the sentence “the biggest company you’ve never heard of”.
I first heard Serco’s name about eight years ago, when I was just starting to understand the amazing growth of what are now called “public service companies”. Once I started looking, their logos were everywhere, suggesting a shadow state that has since grown ever-bigger. Their names seemed anonymously stylised, in keeping with the sense that they seemed both omnipresent, and barely known: Interserve, Sodexo, Capita, the Compass Group.
Serco is among the biggest of parking system. At the last count, its annual pre-tax profits were up 27%, at £302m. In 2012 alone, its British workforce grew by 10,000, to 53,000 people (tellingly, as many as 90% of them are said to be former civil servant employees). In terms of employees, that makes it more than twice as large as the BBC, and around 20% bigger than Philip Green’s Arcadia group. A very significant player, in other words, and one that has come a long way since its foundation 1929, when it was a branch of the American RCA corporation called RCA Services Ltd, involved in the then booming UK cinema industry. It was renamed Serco in 1987, after a management buy-out, and floated on the stock exchange the following year. In the 25 subsequent years, during which the UK has grown ever-fouder of outsourcing and privatisation, Serco has grown at an amazing rate.
In 2010, Hyman was given a CBE for services to business and charity; he is also an enthusiastic fan of motor racing and an evangelical Christian. Four years ago, he was asked about his company’s very low profile, and he said this: “We had a dilemma – what do we do with the Serco name. We are proud of it. We thought we needed billboards at airports and places like that, to be seen with Tiger Woods on. But we worked out very quickly that is not what we are meant to do. We are meant to be known by the 5,000 not the five billion. The people who serve the people need to choose who supplies the service. We are delighted when the public knows who we are, but really, we need to be known by the people who make decisions.”
When Serco made its bid to run NHS community-health services in Suffolk – district nursing, physiotherapy, OT, end-of-life palliative care, wheelchair services – it reckoned it could do it for £140m over three years – £16m less than the existing NHS “provider” had managed, which would eventually allow for their standard profit margin of around 6% a year. When it started to become clear that Serco was the frontrunner, there was some opposition, but perhaps not nearly enough. “Suffolk isn’t the most politically active part of the country,” says one local insider. “And the staff were very lackadaisical. It was: ‘NHS Suffolk wouldn’t made a bad decision.’ So it was hard to get a campaign going.”
Serco was officially awarded the contract in October 2012, which meant that hundreds of staff would leave the NHS, and become company employees. Within weeks, the company proposed a huge reorganisation, which involved getting rid of one in six jobs. This has since come down to one in seven, two thirds of which will apparently go via natural wastage. In terms of their pay and conditions, the hundreds of people who have been transferred from the NHS to Serco are protected by provisions laid down by the last government, but it is already becoming clear that many new staff are on inferior contracts: as one local source puts it, “they’ve got less annual leave, less sick pay … it’s significantly worse.”
Meanwhile, other people are reportedly quitting their jobs, and the service given to patients is said to be getting worse. “In my team alone, we’re 50% down on staffing hours compared with last year,” says one former NHS worker, who provides home-care to patients who are largely elderly. Thanks to poor morale, she says that the team in which she works has lost around a third of its staff, and she is also having to see to administrative tasks that were previously carried out by someone else: in addition, she claims, support for a new IT regime is “farcical”.