WINNER: BEST SUPPLIER RELATIONSHIP MANAGEMENT
SERCO MIDDLE EAST
PROJECT: BEST SUPPLIER RELATIONSHIP MANAGEMENT
On average, the Middle East continues to see double-digit increases in medical costs, while the expectations of how Serco will take care of its employees’ health and wellbeing has increased. Serco had been renewing its insurance scheme every year, but it had become larger and more complex due to government regulations and practices. In 2018 the company decided to refresh its supplier relationships and form an Insurance Leadership Team involving Serco, Al Futtaim Willis, Aetna, and NGI to deal with these challenges. Its aim was to protect employees’ interests while providing cost efficiencies for all parties. The creation of the supplier partnership has brought in monthly reviews, standardised products with a clear responsibility matrix, claims dashboards and a renewal calendar. As part of the partnership approach, new insurance broker Al Futtaim Willis engaged with Serco, allowing them to work directly with insurance providers Aetna and NGI on data.