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Change Management Case Studies

East Ayrshire Council - Advanced Customer Journey Mapping

The business analysis team delivered a one-day workshop on advanced customer journey mapping to East Ayrshire Council's Transformation Team.

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Shetland Islands Council - Customer Journey Mapping and Data Workshop

The Business Analysis team were contacted by the HR team from Shetland Islands Council who were looking to upskill staff through training to help make best use of data in their day-to-day work and to help build evidence based business cases.

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South Lanarkshire Council - Revenues and Benefits Review

South Lanarkshire Council contacted the change team in May 2017 with a request for support related to an ongoing review of their Benefits & Revenues and Customer Contact Centre. The change team supported the end to end process by collating information from our network of councils, providing research into benchmarking and innovative practice, providing customer journey mapping training and a critical friend role. The support aided the development of a comprehensive options appraisal, led by South Lanarkshire Council that will inform their improvement work.

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Stirling Council - Local Outcomes Improvement Plan (LOIP)

All Community Planning Partnerships are required to produce a Local Outcomes Improvement Plan (LOIP) outlining how they will work with communities to improve outcomes for individuals, families and communities. The change team acted as a critical friend for Stirling Council during development of its LOIP and facilitated a workshop for partners on how it would be implemented.

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Technology Enabled Care - Responder Service

In October 2017 the Scottish Government Technology Enabled Care (TEC) team invited the IS change team to input to a national event of TEC colleagues. Following that, the Scottish Government enlisted the support of the Change team to plan an event which would look at building a national business case for the Telecare Responder Service.

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