Tel: 01506 775583
martin.brown@improvementservice.org.uk 
As a head of the programme, leading and supporting local government in delivering customer focused strategies that will contribute to improved customer outcomes and more cost effective services for Scotland. This includes facilitating and promoting the adoption of innovation and leading practice on all aspects of Customer Relationship Management. This involves working closely with the Director of Operational Services and Scottish Government, to play a leading role in shaping the policy and strategy to rationalise the provision of customer focused services and deliver more cost effective services for Scotland that will deliver a range of benefits and savings in procurement, licensing, development, hosting, processes, adaptors and integration solutions.
Martin graduated from Heriot-Watt University, Edinburgh in 1981 with a BA ( Hons ) degree in Government & Modern History and was awarded an MBA in 2003. Prior to entering local government with Clackmannanshire Council in September 2002, Martin had 20 years' private sector experience in a number of roles with examining and professional bodies - including the world's largest accountancy body - and in educational publishing. His experience includes CRM implementations management, document-imaging systems and managing customer services functions.
In Clackmannanshire Council, he worked with the Performance and Strategy Unit of the Chief Executive's Office where he was closely involved with taking forward the Council's modernising government agenda, in best value reviews and performance management. In January 2004, Martin took up a secondment supporting delivery of the Scottish Executive's MGF Programmes before joining the Improvement Service.
