In this month's Improvement Service e-newsletter, you can find out about the imminent launch of the Continuous Improvement Toolkit, plus improvement news from Falkirk and North Lanarkshire.

ACROSS SCOTLAND

Continuous Improvement Toolkit ready to launch
A toolkit designed to provide practical support to council staff working to improve service delivery has been developed by the Improvement Service’s Customer First programme.

Falkirk Council appoints CRM specialist to improve customer experience
Council turns to technology provider Graham Technology to help achieve service delivery goals.

£400m investment for North Lanarkshire
North Lanarkshire Council has approved capital investment of almost £400m over the next five years to deliver benefits to local residents.

Customer First addresses benefits realisation woes
A series of workshops to help identify councils’ main issues and concerns in providing information against benefits from Customer First have taken place, and a set of guidance principles developed.

EVENTS

How to manage your performance and productivity - 25 April 2007, Dunblane
As local government managers, do we keep up to date with the latest thinking around performance management and improvement? Do we think the skills we have picked up along the road will serve us well in the future? Can we learn from others in dealing with actually managing performance? The workshop will provide delegates with: an overview and discussion of what councils are trying to achieve in terms of performance and productivity; case studies from organisations that have improved their performance; strategies for performance improvement at a corporate and service level.

LATEST RESOURCES

Scotland's Councillors 2003

Perspectives on Multi-Member Ward working

Realising savings from Shared Services Procurement

ABOUT THE IMPROVEMENT SERVICE The Improvement Service is devoted 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, the Convention of Scottish Local Authorities (CoSLA) and the Society of Local Authority Chief Executives (SOLACE). WANT TO APPEAR IN THIS NEWSLETTER? We are always looking for examples of good practice and innovation within Scottish local government and its partners. If you would like to see your work highlighted by the Improvement Service, please contact listen@improvementservice.org.uk