tom.mchugh@improvementservice.org.uk
Tom is responsible for ensuring reporting progress against Customer First programmes/projects within corporate performance reporting arrangements for Shared Services operations. He also works alongside all Scottish councils to implement a Benefits Management and Reporting Framework for monitoring the progress and benefits realisation of the Customer First Programme. Tom is also responsible for the overall Service Delivery Management arrangements for all Customer First Programmes including Service Level Agreements and Operational Level Agreements with Improvement Service partner organisations and third party service suppliers. Since 2006, Tom has also been a panel judge for the annual COSLA Excellence Awards.
Tom has spent most of his career working with Glasgow City Council. His roles and responsibilities have covered Financial and Budgetary Control, Business Planning, Performance Management and Quality Management. From 1993 to 1996, he worked under the Compulsory Competitive Tendering regime, monitoring and reporting on performance of council awarded contracts in excess of £38 million. In 1997, Tom contributed to the Council's approach in developing Best Value and was a member of several key-working groups.
In 2001 Tom was part of Financial Services - ICT Strategy Team responsible for developing a framework on the Councils' progress for delivering electronic government. This involved implementing a model for collation and dissemination of information for all appropriate e-government projects, reporting to Elected Members, Council Officials and publication of progress on the Council's Internet.
In late 2002, Tom was seconded to the Scottish Government's Public Service Reform and Efficiency Division, where he was responsible for developing in partnership with all 32 Local Authorities, a national reporting framework for Electronic Service Delivery. This also included implementation of a web-enabled reporting tool and publication of national progress reports including over 100 cited cases of good e-government practice.
Tom completed an MBA in 2000.
