Leading Communications Through Complex Organizational Change
Serco needed a coordinated communications approach to support organizational restructuring, new programs and wider business transformation across multiple divisions, sectors and operational locations.
SSE needed a coordinated communications strategy that would bring consistency across overlapping change programs and help employees understand what was changing, why it mattered and how it would affect their work.
STRATEGY
ALIGNMENT
MOBILIZATION
ENGAGEMENT
The Challenge
Serco operated across multiple sectors, divisions and locations, delivering complex and often highly visible public services. Business change needed to be communicated across a workforce of approximately 35,000 employees, while also addressing the needs of clients, partners, operational teams and other external stakeholders.
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The organization was undergoing significant change, including a move from a regional structure to a service-led operating model. Communications needed to support leadership alignment, organizational restructuring and employee transition while maintaining confidence across the business.
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Alongside enterprise-wide change, communications supported the mobilization and delivery of major operational programs. These included Fleet 30, which introduced 30 new vessels and new technology to support Royal Navy operations across Portsmouth, Plymouth and Glasgow.
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Other programs included the launch of the London Cycle Hire Scheme, where communications supported employee recruitment and onboarding, and the rapid mobilization of the Woolwich Ferry contract, which required employees to be welcomed, informed and prepared within a compressed timeframe.
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Communications also supported Serco’s response to the London 2012 Olympic Games, helping mobilize employees and encourage participation at speed following the failure of the original security provider.
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Each program required a tailored approach, but the underlying need remained consistent: clear strategy, aligned leadership, effective stakeholder communication and practical support for the people responsible for delivering the change.
Services Provided
✓ Business change and transformation communications
✓ Communications strategy and planning
✓ Organizational restructuring communications
✓ Contract and service mobilization
✓ Leadership communications
✓ Employee and stakeholder engagement
✓ Acquisition and integration communications
✓ Operational communications
✓ Issues and crisis communications
✓ Communications planning and governance
✓ Communications Champion network
✓ Multi-site and frontline communications
Key Stats
35,000+
Employees across the UK & Europe
100+
Communications Champions supporting local delivery
3
Major sectors supported: Defence, Civil Government and Transport
FTSE 100
FTSE 100
Company during the period featured
Communications Supporting Change
Testimonials
"Always highly proactive with a strong work ethic and sound judgement, Laura manages stakeholders with ease and develops - and delivers - effective, engaging, thorough and creative communication strategies for all audiences. Laura’s a natural leader as well as a great team player - and I’d hire her again in a heartbeat."
Paula Richards
Head of Internal Communications, BRE
Testimonials
"Laura and her team are motivated, driven and full of positive energy. Highly dependable and focused, and renowned for getting things done, always with passion. I have worked with Laura for over ten years, she is tenacious, a creative thinker and detailed and has supported Glow and Frankly in going from strength to strength."
Lisa Lavis
CEO & Founder, The Glow Studio & Frankly
Testimonials
"Laura is a transformational powerhouse, her all round understanding of ‘people’ and change really stood out.
She challenges the organisational norms in such a brilliant and professional way, she was great to learn from and work with."
Adam Noyce
Business Change Manager, Civil Aviation
Testimonials
"Having worked with Laura since around 2016, I can say she has been a wonderful support. During that time we went through a rebrand and Laura’s assistance was invaluable in helping meet a tight deadline to achieve all the deliverables including a new website. Apart from being professional and efficient, Laura is great fun to work with."