Can technology and data really hold the key to improving the efficiency and capacity of prisons and, in turn, create safer spaces for prisoner rehabilitation? The short answer is yes, but the key lies with the standardisation of this approach so that data can be usefully analysed and employed.
As the operator of five adult prisons nationwide, Serco has worked closely with the Ministry of Justice (MoJ to implement a purpose-built CAFM system that delivers on the UK government’s specific needs, and takes into account the complexities of operating in a custodial environment. This system is designed to work as a seamless extension to the MoJ, and is considerate of its established terminology, maintenance schedules and auditing structures.
Garth Chivell, Head of Asset Management at Serco
We are already seeing a significant impact from integrating this standardised CAFM approach across our sites, with a first-time fix ratio now upwards of 96% across our prisons. But the benefits go further still. With faster and more efficient repairs and maintenance, we are able to reduce the length of time a cell or service is out of action or, in the best case, avoid it all together – maximising capacity at a point when it is under pressure UK-wide.
So, what does this look like in practical terms?
Data-led insights and efficiencies
Our purpose-built system allows us to monitor and control every element of the built asset – from cell temperature to broken lights – while simultaneously gathering data that enables us to identify trends and potential efficiencies.
The approach starts small with a self-service portal, which all onsite employees have access to, allowing them to accurately report faults. Tablets are used to collate related tasks so that facilities managers can assign engineers with the right skillset. The tablets, used by engineers on every job, automatically connect to strategically positioned wi-fi access points and synchronise all task data, including travel time and materials used. By creating such a high level of data availability and integrity, our facilities management (FM) operators have much clearer visibility of any potential backlogs within their prison and can more easily identify the skills needed to resolve them.
The data also allows us to better understand trends relating to downtime – for example, engineers having to stop work when a prisoner is moved, scheduling tasks accordingly. And it’s paying dividends. In January 2025, for example, engineers at HMP Dovegate successfully completed 833 tasks – a marked increase in typical monthly averages as a result of improved CAFM portal usage.
Thinking ahead – prevention, not cure
While we structure planned maintenance in line with MoJ schedules, the data gleaned from our system can also be used to better understand the most common causes of unplanned maintenance and seek to prevent them altogether. Through our preference for a single over multi-instance approach to CAFM we are able to produce comprehensive, site-specific data which affords us a better understanding of the most common causes of unplanned maintenance and enables us to prevent them altogether.
Efficient reactive task completion through CAFM ensuring maximum cell availability
At HMP Fosse Way, for example, we were able to use the available data to detect that the high number of blocked sinks was due to disposable cutlery being inserted into drains. By identifying and acting on this point, we have been able to reduce the number of sink blockages and thereby increase the availability of cells – real proof that resolving micro issues can have a significant impact on macro-level efficiencies. And thanks to the standardisation of our systems, we can identify these not just at individual sites but across our prison estate, allowing us to adapt and evolve the way we operate.
The goal is always to maintain the highest possible level of clean, usable and decent cells at any given time – and CAFM has a key role to play here, too. Each cell is certified based on compliance with minimum requirements such as lighting, heating and running water. In half of the instances when a cell is taken out of service, it’s because it falls short of this certification and needs either planned or reactive maintenance. CAFM ensures that the need for maintenance is flagged early, and that work takes place in a timely manner, reducing the time that cells are out of action.
The insights we capture from CAFM also allow us to identify where certain factors within the prison environment negatively impact prisoner behaviour or wellbeing and respond accordingly. This might be as simple as adjusting the temperature of cell blocks by a few degrees, but it can make a real difference to the number of incidents, helping the prison environment run smoothly.
Looking to the future
Above all, Serco’s approach to the use of smart technology is aimed at driving efficiencies in the way prisons are run, ensuring they are safe and compliant, and achieve decency standards. This, in turn, reduces maintenance issues and increases cell availability.
Standardising CAFM across our facilities continues to deliver significant benefits, but we won’t stop there. With this infrastructure in place we have the ability to upscale significantly, as well as introduce new and innovative FM approaches.
From a customer point of view, we’re able to provide the MoJ and Home Office with access to a portal that provides live dashboards displaying the latest performance data. As our systems are scaled up, the depth of the data available will only increase. We’ve made significant strides in reducing the strain on prison capacity and creating an environment conducive to rehabilitation, with this approach ready to be rolled out to further public sector assets.
In terms of what’s next for technology, we’re already testing how techniques, including remote maintenance, robotic partners, and intelligent and drone surveillance can improve our offering into the future, creating a safer and more efficient space for rehabilitation.
Learn more about Serco's wider facilities management approach by visiting its website.