In this month's Improvement Service e-Newsletter, there's news of the launch of Scotland Excel, a procurement 'centre of expertise' for Scottish local government plus a number of developments within the Improvement Service including improved support for online communities and the start of phase two of the Public Service Improvement Framework.

NEWS

Procurement 'centre of expertise' for Scottish local government launched
Scotland Excel, created to improve the effectiveness and efficiency of procurement across local government in Scotland, has been launched with the backing of 24 councils.

Efficiency statements guidance note issued
The Framework and Guidance Notes for the 2007-08 Efficiency Statements have been issued by COSLA to Local Authority Chief Executives and Directors of Finance.

Customer service qualifications ready to launch
A range of Customer Service Professional Qualifications for Scottish local government staff have been developed by the Customer First programme.

Customer satisfaction and local government workshops
Councils called to share their experiences of measuring customer satisfaction and to find out more about the IS/Scottish Consumer Council project on a standard approach to measurement.

PSIF Phase Two launched
The second phase of the Public Service Improvement Framework (PSIF) has been launched at an event on 19 March in Glasgow attended by over 150 delegates.

Diagnostic Pathway Programme Update
First milestone achieved and what's planned for April.

National CRM Project Update
Two new councils join National project.

Improved support for Communities of Practice
The Improvement Service has partnered with the Improvement and Development Agency (IDeA) to offer an improved collaboration platform for people working in Scottish Councils and their partners.

EVENTS

National CRM Project Lagan Capgemini Partner Launch Event - 9 May 2008, Edinburgh
The National Customer Relationship Management (CRM) Programme exists to intensify collaboration levels around CRM across Scottish local government to help deliver demonstrable improvements in customer and organisation outcomes. One of a number of aspects the Programme has been taking forward is a Partnership involving The Improvement Service, Lagan, West Lothian Council and a National CRM Project Steering Group. Building on its strong presence in the Scottish local government market, Lagan has formalised a partnership with Capgemini to offer additional consulting and technical services to Scottish Local Authorities and others. This event will share progress since the launch of the national Framework Agreement; introducing Capgemini; detail the additional services available under the auspices of the Framework Agreement; and share early lessons learned based on feedback from the customer, the supplier and the national coordinator.

Scotland 08 - Reforming Public Services - 21 May 2008, Edinburgh
One year into the term of the new administration, Scotland 08 is ideally timed to make a first assessment of the priorities of the Government and consider how they will take forward their key strategic objectives.
The conference will provide a forum for discussion and the sharing of ideas and best practice that will enable participants to gain practical insight into how to meet the challenges ahead to deliver world class public services and contribute to the sustainable economic development of Scotland.

LATEST PUBLICATIONS & RESOURCES

Knowledge Management: Connecting people with people and people with information (Improvement Service)

Practical KM tools - speed dating, maturity model, social network mapping (Knowledgeable Ltd)

Property Asset Management in Scotland's Councils: Moving Forward (Improvement Service)

Routes and Barriers to Citizen Governance (Joseph Rowntree Foundation)

CRM Partnership Working Review Report April 08 (Improvement Service)

Efficient Government Workshop presentations (Improvement Service)

***REMINDER***

A range of management resources and tools designed to improve the performance of managers and staff is being made available to Scottish local government by the Improvement Service. The content has been developed by goodpractice.net and is regularly updated and refreshed. "Stepping Stones to Improvement" contains sets of information and tools on 15 management topics including change management, communication, leadership and performance management. To access it, visit our Toolkits section or go straight to http://member.goodpractice.net/is-management-toolkit/Login.gp You will need to go through a simple registration process in order to access the toolkit.

ABOUT THE IMPROVEMENT SERVICE The Improvement Service is committed to improving the efficiency, quality and accountability of public services in Scotland through learning, sharing knowledge and delivering improvement solutions. It is a partnership between the Scottish Executive, COSLA and SOLACE. WANT TO APPEAR IN THIS NEWSLETTER? The Improvement Service is always looking for examples of good practice and innovation within Scottish local government. If you would like your work to be highlighted by the Improvement Service, please email listen@improvementservice.org.uk