Operational transformation in the justice sector is something Serco is proud to deliver to our customers, stakeholders, those in our care, and their family and friends. The recent implementation of an automated outbound dialler marks a significant leap forward in streamlining inmate communications, delivering real, measurable impact across our correctional environments. 📞 Traditionally, verifying inmate phone numbers has been a labour-intensive process, requiring staff to manually place thousands of calls each month. With rising demand and resource limitations, this model was no longer sustainable. Enter the AutoDialler: a rule-based platform powered by AI that autonomously contacts nominated individuals, asks security questions, and determines approval or decline, all with minimal human intervention. Since being implemented at Clarence Correctional Centre, this innovation has: ✅ Processed over 4,200 requests in just 4.5 months ⏱ Saved 234 hours of call time 📉 Reduced duplicate requests by 23% 📈 Maintained service continuity 🔒 Improved accuracy, compliance, and transparency The system’s success has positioned Serco as the first correctional facility in Australia to pilot this technology, with plans for expansion already underway into Acacia Prison in Western Australia and Kohuora Auckland South Correctional Facility in New Zealand, and Serco-operated prisons across the UK. Beyond efficiency gains, the AutoDialler enhances inmate wellbeing by ensuring faster access to approved contacts, supporting rehabilitation and reintegration. It also empowers staff to focus on higher-value tasks, improving job satisfaction and productivity. This is more than just automation. It’s a strategic investment in smarter, scalable, and more resilient operations. As we continue to explore new technologies, we remain committed to delivering safe, secure, and effective justice services that meet the needs of all stakeholders. Serco is proud to maintain and operate Clarence Correctional Centre on behalf of Corrective Services NSW and the NSW Government. Scott Jacques Nick Rowe Andrew Head Rachel Owens Jaymes Boland-Rudder #Justice #Innovation #CSNSW #SercoAsPac #ImpactABetterFuture
What seems like a small change can have a major positive impact in a correctional setting. Great example of tech making a real difference in the justice system.
A perfect example of Serco using technology to ensure our staff can remain on the ground and not in offices - making a meaningful impact and building real connections with those we care for. Amazing work team!
Always excited to see the innovations at Clarence Correctional Centre being implemented by the Serco team to support those in our care and deliver exceptional operational outcomes. Well done Scott Jacques Troy Caldecutt Nick Rowe Rhonda Tebbutt and all involved in this innovation.
Very proud of our collaboration with Serco Justice teams helping technology to make a measurable impact with AI and Automation. Scott Jacques Nick Rowe Toby Winston Kiran Narayan Rhonda Tebbutt
Bree Hiatt Leigh Macklan Grant W. Matt RYAN Cherie Goodwin David White Jason Richardson Toby Winston #DigitalTransformation #Corrections #Automation
Awesome innovation with significant demonstrated impact from the Serco team at Clarence!
So proud of the work that you are doing Scott Jacques and team! #innovation #sercoandproud
Impressive innovation — a great example of how technology and purpose can work hand in hand to deliver real impact in the justice sector. The AutoDialler demonstrates how digital transformation can enhance efficiency, security, and wellbeing, while freeing staff to focus on higher-value, people-centered work. A proud milestone for Serco and a strong step forward in smarter correctional operations.