PULSE. Your guide to the 2017 Pulse Awards. Recognising our People Celebrating our Values.

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1 PULSE Your guide to the 2017 Pulse Awards Recognising our People Celebrating our Values Nominations open: 3 rd July 2017 Nominations close: 25 th August

2 THE PULSE AWARDS 2017 Our culture is based on a set of four values Trust, Care, Innovation, Pride which define how we should all behave. We should live our values everyday. They guide how we work with colleagues, customers, suppliers, partners and the communities we serve. So we want to champion these behaviours and there is no better way to showcase them than through the Pulse Awards. The annual Pulse Awards are a celebration of our values and a chance to shine a light on those individuals and teams at every level and from every part of the company whose behaviours demonstrate what we mean by living our values. Useful dates 3RD JULY 2017 Nominations open 25TH AUGUST 2017 Closing date for entries SEPTEMBER/OCTOBER 2017 Nominations will be judged by a divisional judging panel and nominees advised DECEMBER-FEBRUARY 2018 Divisional and Global Pulse Award presentations So we are asking you to think if you know a colleague or team who through their actions have been exceptional and gone above and beyond others in living our values. If you do then please nominate them.

3 Want to nominate someone this year? Here are some guidelines to help you. Living our values In the following pages we define the Pulse Awards categories which this year reflect our values: TRUST AWARD Recognising those who have gone above and beyond to earn the trust of our customers. CARE AWARD Recognising those who have shown they care by making a positive difference to people s lives. ANYONE CAN NOMINATE ANYBODY FOR A PULSE AWARD INNOVATION AWARD Recognising those who have helped us be better than anyone else at what we do. PRIDE AWARD Recognising those who make us proud to work for Serco.

4 Recognising those who have gone above and beyond to earn the trust of our customers. Trust is built on experience. It is about delivering on our promises, being open, straightforward and honest, doing the right thing and taking personal responsibility for getting things done. Our Trust Awards recognise individuals and teams who have worked hard to understand our customers and through their actions earn their trust and respect. In short those who are trusted to deliver. Do you know an individual or team who has made it their business to stand in their customer s shoes and put the customer at the heart of what we do? whose passion for service has made a lasting difference? who has gone above and beyond to ensure we deliver on our promises? who in challenging circumstances has ensured we do the right thing? THEN NOMINATE THEM FOR A TRUST AWARD.

5 Recognising those who have shown they care by making a positive difference to people s lives. We work together to deliver high-quality public services that are important to the individuals and communities we serve and demonstrate we care. We aim to make a positive difference to people s lives and take care of each other. Our Care Awards recognise those who have gone the extra mile to make a difference to those we serve, the communities we work in or through supporting a colleague in very difficult times. In short their actions have had a positive impact on others. Do you know an individual or team who has gone above and beyond in caring for those we serve? who has actively supported and had a positive impact on the local community where they work? who has supported a colleague in very difficult times? who has continued to give exceptional and sustained level of personal commitment to a colleague or those we serve? THEN NOMINATE THEM FOR A CARE AWARD.

6 Recognising those who have brought new ways of working to Serco. Improving the way we do things and trying new ideas, big and small, is an important part of what we offer our customers. This is about finding new ways of working, embracing change and sharing our knowledge and experience so that we all benefit. Our Innovation Awards recognise those who have developed new ways of meeting customer expectations, sharing best practice or streamlining the services we offer for the benefit of our customers and Serco. Those who have thought outside the normal way we do our job and implemented new ideas. In short their actions have helped make what we do better than anyone else. Do you know an individual or team who has thought differently about how something can be done, got others on board and saw it through, transforming our working practices? Who understood the challenges facing a customer and then worked with others to develop a solution? who had the tenacity, vision and patience to overcome resistance and get others to adopt a better way of doing something? who has found new ways of delivering something and shared their knowledge and skills across their contract or division so others are inspired to learn and change? THEN NOMINATE THEM FOR AN INNOVATION AWARD.

7 Recognising those who make us proud to work for Serco. Being a great business depends on having great people. People who show exceptional energy and enthusiasm, as well as immense courage and bravery. People we are proud of. Knowing that there are colleagues around the world who are willing to step in to help someone in exceptional circumstances, often saving their lives, makes us all proud. It is for this reason we have merged the previous Heart Award category into the Pride Award category for Our Pride Awards this year recognise those who have inspired others to make a difference by providing a role model for those around them, as well as those who in exceptional circumstance have shown immense courage and bravery by helping others in an hour of need or those who have even saved lives. In short those who make us proud of what we do. Do you know an individual or team who makes you proud to work for Serco through the things they do and the way they behave? who selflessly went to the aid of someone? who helped someone out of a difficult or exceptional circumstance? who is an unsung hero and an example to others those whose dedication and achievements can be appreciated when looked at over the long-term? THEN NOMINATE THEM FOR A PRIDE AWARD.

8 How to write a nomination Think of your nomination as a news story. Answer all the question asked. For each, set out the key points in a couple of sentences in the first paragraph and then expand on that in the rest of your answer. REMEMBER TO: Keep your sentences short and to the point. Use bullet points when appropriate. Use concrete examples. The more specific and detailed you can be when sharing a particular story, the better your chances of the review committee remembering your nomination. Ensure that everything you write about is related to the category you choose. Make sure you have spelled the nominee s name correctly and listed their job title. Read the questions on the nomination form carefully and make sure you answer them as fully as possible. Read your nomination and check for spelling and grammatical errors. Ask somebody else to look it over as well.

9 GENERAL TIPS Once you have identified a colleague/team, determine which category best aligns with the nominee s qualities/ strengths. Compile a list of reasons why your nominee should be selected and bring this person/team to life: Does their work provide new ways of doing things? What was special about how success was achieved? Has it helped others to succeed and feel valued? How has this impressed the customer? What have been the benefits for the wider community? Is this an approach I d like to see the rest of Serco use? Could this motivate others to approach things, act or behave differently? Ask other people for more information to help support your nomination. This might be in the form of endorsements from the customer or from other team members. Take your time don t try and get it finished in 20 minutes. Write and rewrite until your nomination fits all criteria and is free of errors. For further information speak to your divisional Pulse coordinator. Pulse is not just about recognising WHAT individuals and teams have done, but HOW they have achieved it. Nominations can be submitted online via the Pulse website

10 THE PULSE AWARDS 2017 Recognising those who have gone above and beyond to earn the trust of our customers. Recognising those who have brought new ways of working to Serco. Recognising those who have shown they care by making a positive difference to people s lives. Recognising those who make us proud to work for Serco. Remember to submit your nominations online via the Pulse website

11 Now you know more about Pulse and the different categories, get nominating! You can nominate online between 3rd July 2017 and 25th August Contact your Pulse co-ordinator for more information. To find their details, the nomination form and further information, visit: