Serco Limited

Further education and skills inspection report

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Overall effectiveness Good

The quality of education Good Behaviour and attitudes Good Personal development Good Leadership and management Good Adult learning programmes Good Apprenticeships Good Overall effectiveness at previous inspection Requires improvement

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Information about this provider

Serco Limited is an independent learning provider that trains adults and apprentices around the country.

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Information about this provider

Serco Limited offers adult learning Skills Bootcamps at level 3 in digital cloud, digital data management and digital marketing. At the time of the inspection, there were 117 adult learners on these courses. Serco Limited works with education providers across the country to offer apprenticeship provision to 165 adult apprentices. Of these, 146 were on the level 4 school business professional, 65 on the level 6 chartered management apprenticeship, which is validated by University of Gloucestershire, and 17 on the level 7 senior leadership apprenticeship.

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Information about this provider

Serco Limited works with one subcontractor, the University of Gloucestershire, that currently offers the level 7 senior leadership apprenticeship. 11 to 14 June 2024

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What is it like to be a learner with this provider?

Apprentices and learners enjoy their learning. They recognise the skills they develop will support them in their future ambitions. Apprentices benefit from discussions with those working in similar situations. They are respectful of each other’s views and share their experiences and strategies for overcoming workplace challenges. Apprentices enjoy their learning and make positive and supportive relationships with their peers. Consequently, most learners and apprentices are enthusiastic, engage well with their learning and attend lessons well.

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What is it like to be a learner with this provider?

Learners and apprentices develop the knowledge, skills and behaviours they require for the workplace. They learn to collaborate effectively, challenge the work of others professionally and know how to clearly communicate and present information . Learners studying digital marketing learn how to use their understanding of buyers’ business needs to create relevant content and create marketing strategies. Many apprentices and learners achieve well, move into employment or gain a promotion.

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What is it like to be a learner with this provider?

Learners and apprentices develop and deepen their understanding of British values, equality and inclusion well. Learners and apprentices develop an awareness of current affairs such as the Windrush’s 75th anniversary and events to celebrate Pride month. Learners and apprentices understand the importance of professional behaviours and become more responsible over time. Learners studying digital marketing explore the consequences of a data breach and rightly identify their responsibility to report any breach to the Information Commissioner’s Office.

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What is it like to be a learner with this provider?

Apprentices and learners quickly grow in character due to the learning they receive. They have become confident in their jobs, such as being able to motivate their own staff by changing the way they resolve issues and requesting staff to undertake aspects of their work. Consequently, most apprentices make good progress and become self-assured and competent in their roles.

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What is it like to be a learner with this provider?

Apprentices and learners feel safe and know how to report concerns should they arise. They are confident in the culture of safeguarding and that staff will resolve any issues effectively. Learners are taught how to stay safe online and to develop an awareness of associated risks such as gaming and gambling electronically.

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better?

The newly appointed leadership team are highly ambitious for their learners and apprentices to gain employment and promotion, which most do. Leaders are keenly focused on improving the quality of education and outcomes for their learners and apprentices. Leaders and managers have recently improved the support apprentices receive. Apprentices make positive progress. Over the last year, leaders have supported a significant number of apprentices who were past the planned end date to achieve their qualifications. Leaders use sensible intervention plans to support those who remain in learning, and many are now ready to sit their final assessment. 11 to 14 June 2024

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Leaders have not made sure that partners at the University of Gloucestershire are suitably aware of their roles and responsibilities within the apprenticeships. This results in some aspects of the degree award processes preventing apprentices from progressing quickly. Consequently, apprentices are frustrated at the delay this causes to their studies. The newly formed leadership team are improving the relationship with the university to resolve this issue and to ensure that staff at the university understand the expectations of the level 6 and level 7 apprenticeship programmes.

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Leaders and managers have high ambitions for all learners, including those who are disadvantaged. Leaders make sure support is in place for those with learning difficulties or disabilities. For example, tutors provide additional individual support sessions, adapt resources and provide additional time for exams or submission of assignments. Leaders provide specialist technology to aid those with barriers to learning such as hearing impairment. Leaders assess learner’s needs and commit to providing learners with the support they need to achieve in line with their peers.

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Leaders have ordered learning thoughtfully so that learning builds on what learners already know to develop the fundamental knowledge they need. Learners learn about marketing principles, the lifecycle of a customer and data protection before learning about relationship marketing, understanding analytics and protecting data across different platforms. Tutors build learning expertly so that learners can relate new learning to previous and deepen their knowledge over time.

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Learners and apprentices benefit from knowledgeable coaches and tutors who create interesting sessions for them. Tutors use a range of teaching approaches to bring teaching to life. Apprentices value the opportunity to network with peers at workshops. Apprentices and learners value the support they receive from staff and peers.

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Tutors use effective strategies to help learners relate to and reflect on their learning. As part of the digital marketing Skills Bootcamp, learners benefit from completing reflective journals each week to reinforce what they have learned. Tutors use current news events to help learners understand data analytics and explain how data is used in polling to predict the outcomes of general elections. Consequently, learners and apprentices remember more over time.

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Not all apprentices benefit from helpful feedback. Apprentices studying on the levels 6 and 7 apprenticeships receive clear feedback on what they are doing well and what they need to do to enhance their work. However, tutors’ feedback on the level 4 apprenticeship is limited, and these apprentices do not know how to improve.

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Apprentices use their learning to help them to become better in their roles successfully. Apprentices in schools develop a greater awareness of school finances. Apprentices now have a strategic view of how development plans inform school budgets and workforce planning and impact strategies such as information technology and infrastructure. This has aided their decision-making and developed their confidence to challenge, question and interrogate decisions as a result. 11 to 14 June 2024

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Most learners and apprentices benefit from valuable advice and insight into future career opportunities. The senior leader apprentices discuss career progression pathways with coaches during their reviews and make use of career services at the University of Gloucestershire. Learners enjoy sector talks from industry specialists. They receive support to analyse job descriptions, improve their CV and prepare for interviews from progression coaches during and post their learning. Consequently, most learners and apprentices are well informed and supported to reach their next steps.

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Staff effectively support most apprentices with their career aspirations and to achieve high grades. Tutors work closely with most apprentices to prepare them well for their end assessment. Consequently, many apprentices achieve high grades. Apprentices continue in their employment on completion of their training, with many taking on additional responsibilities or gaining a promotion.

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Leaders have not made sure employers of those studying the level 4 apprenticeship routinely attend their progress reviews and that these apprentices get the time they require to complete their apprenticeship learning within their working hours. Consequently, not all employers are aware of how best to support their employees in the workplace.

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Leaders effectively quality assure the apprenticeship and adult provision. Leaders and managers are aware of the strengths and weaknesses of the curriculum and use this to inform targeted professional development for staff. Leaders are making positive progress against their identified areas for improvement.

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Leaders benefit from highly supportive governance. Leaders have introduced effective arrangements to access support and challenge from others within the wider Serco group. They have a structure in place to extend the group to external partners, but it is too early to see the impact of these plans. Governors value the wide range of information they now receive and are aware of the challenges and how best to support improvements. Governors highly value the impact of the new leadership team.

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Safeguarding

The arrangements for safeguarding are effective.

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What does the provider need to do to improve?

 Make sure that all expectations with educational partners are clear and best meet apprentices’ needs.  Make sure all apprentices get the time they require to complete their off-the-job training.  Make sure all apprentices benefit from feedback that helps them improve their work. 11 to 14 June 2024

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Provider details

Address Serco Group Plc Serco House 16 Bartley Wood Business Park Bartley Way Hook Hampshire RG27 9UY

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Provider details

Provider type Independent learning provider

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Provider details

Date of previous inspection 1 to 4 March 2022

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Provider details

Main subcontractors University of Gloucestershire 11 to 14 June 2024

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Information about this inspection

The inspection team was assisted by the head of continuous improvement, as nominee. Inspectors took account of the provider’s most recent self-assessment report and development plans, and the previous inspection report. The inspection was carried out using the further education and skills inspection handbook and took into account all relevant provision at the provider. Inspectors collected a wide range of evidence to inform judgements, including visiting learning sessions, scrutinising learners’ work, seeking the views of learners, staff and other stakeholders, and examining the provider’s documentation and records.

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Inspection team

Richard Kirkham, lead inspector His Majesty’s Inspector Jo-Ann Henderson His Majesty’s Inspector Sam Hanmer Ofsted Inspector Kay Hedges Ofsted Inspector Mark Hillman His Majesty’s Inspector Alun Maddocks Ofsted Inspector 11 to 14 June 2024

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regulates and inspects to achieve excellence in the care of children and young people, and in education and skills for learners of all ages. It regulates and inspects childcare and children’s social care, and inspects the Children and Family Court Advisory and Support Service (Cafcass), schools, colleges, initial teacher training, further education and skills, adult and community learning, and education and training in prisons and other secure establishments. It assesses council children’s services, and inspects services for children looked after, safeguarding and child protection.

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T: 0300 123 1231 Textphone: 0161 618 8524 E: enquiries@ofsted.gov.uk W: www.gov.uk/ofsted

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