January 2015

Digital Link in Service Delivery

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Kanwar Singh

Kanwar Singh
Vice President – Operations, Serco Global Services,

The integrated solutions that our company spans across a large number of sectors and verticals, says Kanwar Singh, Vice President – Operations, Serco Global Services, in an interaction with Elets News Network (ENN)

Give us an overview of the company and its operations in India and abroad.

Serco is an international service company, which combines commercial knowhow with a deep public service ethos. For over 80 years now, we have been improving essential services around the world by managing people, processes, technology and assets more effectively. Serco Global Services (SGS) is Serco’s business process outsourcing division that brings together its contact centre, customer services, and front, middle and back-office expertise. India’s largest domestic business process outsourcing solutions provider – both in terms of size and presence in the country – SGS has 33,000 employees serving the India market across 54 locations and growing.

How does Serco connect with the Prime Minister’s Digital India vision?

The integrated solutions that SGS boasts of span across government, healthcare, education, retail, financial services, utilities, telecommunications, media and travel, transportation and hospitality sectors. Our government solutions and services are fully aligned to Prime Minister’s Digital India vision based on creating value and a positive impact in delivery of governmentto- citizen (G2C) services. These services include managing citizens’ interactions with various government agencies or supporting departmental enterprise functions. Our services span across a broad range of front, middle and back-office streams and address government-to-citizen (G2C) services challenges through an integrated focus on creating and nurturing transformational partnerships.

You also provide backend support to various Indian banks. How do you envisage your role with regard to the government’s ambitious Jan Dhan Yojna programme?

Serco already has partnerships existing for providing contact centre services to customers of various public sector banks, including the largest PSU bank in India. We are ready to leverage our existing partnerships and technology solutions to meet the ambitious requirements of Jan Dhan Yojna programme.

Which all government projects have you been associated with in the past and what has been your experience of working with the government?

Public sector business has always been a focus area for us. We have the privilege of partnering with many central and state governments departments, including PSU banks and public utilities, to implement robust ICT solutions and delivering transformational services to citizens. Our experience of working with government agencies has been extremely positive. However, a few issues pertaining to one-sided contracts loaded in favour of the government and introduction of more equitable liability/ indemnity clause provisions need to be addressed by the government to enable a more enthusiastic participation by reputed IT & ITeS firms in government projects.

How does Serco intend to enlarge its India programme?

We are very excited by the commitment and clear focus exhibited by the central government under the leadership of Prime Minister Narendra Modi towards delivery of many public services using ICT to transform the life of ordinary citizens in every part of our country. Serco is continually striving to add more value to our range of services, across a broad spectrum, to partner in our Prime Minister’s Digital India vision and provide transformational government-to-citizen (G2C) services.

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