The Challenge
In late 2023, Serco’s Occupational Health and Safety (OH&S) team began working closely with their insurer, Arch, to identify areas for improvement in their risk management strategy. The existing process relied on annual MVR reviews and driver self-reporting, an approach that, despite the diligent efforts of Project Control Specialist Kathy Reeves, often left critical incidents undetected for months.
Beyond monitoring gaps, Serco’s safety program was weighed down by spreadsheets, physical filing cabinets, and a training platform that was manual, burdensome, and limited in scope. The team lacked a consolidated view of driver risk and had no integrated way to connect risk identification to intervention. At the recommendation of both a former colleague and their insurer, Serco turned to SambaSafety for a more scalable solution.
The Solution
Serco implemented the full SambaSafety Risk Cloud to expedite risk identification and response time across their business.
MVR Monitoring to Ensure Driver Eligibility
SambaSafety’s continuous MVR monitoring replaced annual manual reviews with automated alerts for license changes and MVR activity, closing the gap in visibility between scheduled pulls and ensuring drivers remain qualified and safe.
Telematics Monitoring for a More Complete Picture of Risk
Serco also integrated Geotab’s telematics data into the platform, creating a more holistic, near-real-time view of driver risk. With both MVR and telematics insights in one place, and a risk score that factors in all available data, their team confidently enters monthly reviews equipped to evaluate driver performance and address safety issues effectively. They also have data-backed proof to justify training assignments and exonerate drivers when not at fault.
Field-Level Access for Greater Program Adoption
By giving individual program managers direct access to monitor their drivers, Reeves increased adoption of the program and accelerated risk response. Field-level supervisors can now quickly spot risk within their teams and act on alerts from MVR and telematics monitoring.
Online Driver Training for Faster, More Effective Interventions
Serco replaced a manual, burdensome training platform with SambaSafety’s Online Driver Training, establishing a structured, data-driven approach to coaching that includes:
- Onboarding Training: All new hires complete five required courses within their first 30 days, reinforcing safety expectations from day one. Courses can be assigned in minutes.
- Ongoing Refresher Training: Targeted courses are intelligently assigned based on monitoring alerts, enabling proactive coaching beyond onboarding.
- Built-In Tracking and Accountability: Reeves closely tracks which trainings are assigned and why, ensuring a consistent, programmatic approach and enforcing 100% completion. Failure to complete assigned training results in driver suspensions, a policy that initially faced resistance but is now widely adopted.
As Kathy Reeves noted: "I like that we have a wide selection of training to choose from, and the course assignment process is not cumbersome like our old system was." McCaffray added: "The one thing that really struck me about the training is the quality and detail. It puts you in the driver’s seat of the type of vehicle you’re operating, which we’ve never had before. It’s interactive, engaging, and keeps your attention."
The Results
Faster, Standardized Action
Serco’s OH&S team established a monthly Road Risk Review Committee to assess high-risk drivers and enforce consistent action, including training, suspension, or other measures. SambaSafety’s standardization of MVR and risk scores across states empowers simplified, consistent decisions. As McCaffray explained: “Five points in Michigan might be something very different than five points in California. Leveling this out with SambaSafety allows us to easily apply and maintain our basic scoring and action tables across the business.”
Administrative Time Savings
Automated activity alerts, standardized risk scoring, and streamlined training administration give Serco access to critical driver data, making safety enforcement far more efficient. Reeves, previously managing manual paperwork and administrative burdens, now runs a streamlined, completely paperless program.
Lower Risk Scores and Claims Costs
By reinforcing safe driving behaviors and standardizing interventions, Serco has dramatically reduced the number of high-risk drivers. Today, the majority of drivers maintain lower risk scores, enabling the team to shift from reactive measures to proactive safety improvements. The improvement in their overall risk profile has resulted in fewer claims and lower deductible payouts to their insurer, Arch.
What’s Next
As Serco’s fleet grows, they will continue working closely with SambaSafety and investing in new capabilities to strengthen their safety program and reduce driving risk.
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