Library
Our library contains documents held on the Improvement Service site together with links to documents held externally. A list of websites which also hold publications and information useful to those working in local government is available in our Information Sources section.
Users of the IS site are invited to submit documents that they think will be of value to other site users. Please note that you must be a registered user of the Improvement Service website and logged in if you wish to submit a new document. Documents submitted will not appear on the site immediately but will be subject to approval by our editorial team.
If you need any guidance or help please read our 'How to use this site' document.
Programme Documents
DocumentsDate added
Programme report for 2009 / 10.
This is the terms of reference for the IS sub board group
This is the current list of IS sub group board members
Evaluation of the Cost Architecture Model pilot at two Scottish councils, which used Activity Based Costing to help develop a better understanding of how much it costs to provide a service. The report looks at the ease of use of the cost calculator and accompanying user guides and support materials, the effectiveness of external co-ordination and support mechanisms, and the usefulness and effectiveness of the Cost Architecture Model itself in identifying waste and inefficiency and informing/driving service improvements.
Until now, service improvements that require changes to operating systems across any Customer First programme have been managed informally between programme managers and suppliers. The purpose of this document is to articulate the present informal change management approach that is being operated, and translate this into a formal change management process. This process will allow change requests to be formally raised by key stakeholders in the Scottish Government, local government, partner organisations and third party organisations, and also from other sources including service monitoring, problem management, system application changes and third party change requests.
Customer First Benefits Management - Follow on meeting.
This third report measures information available online and transactional activities in line with the e-Europe 4-stage ESD framework.
A funding package of £34.55m from the third round of the MGF has been put in place for the 'Customer First' programme. However, the real value of the programme is significantly
more, with local authorities providing further funding through their own modernisation (business change) and efficiency programmes. A Benefits Realisation process will support the delivery of the (MGF3) Customer First Programme by providing an agreed framework, and set of outcome measures, that will allow Councils to measure progress, and the programmes sponsors, and various management boards to monitor the deliverables, from the Programme.
For more information please see the ESD Report for 2005.
This third report measures information available online and transactional activities in line with the e-Europe 4-stage ESD framework.
A funding package of £34.55m from the third round of the MGF has been put in place for the 'Customer First' programme. However, the real value of the programme is significantly
more, with local authorities providing further funding through their own modernisation (business change) and efficiency programmes. A Benefits Realisation process will support the delivery of the (MGF3) Customer First Programme by providing an agreed framework, and set of outcome measures, that will allow Councils to measure progress, and the programmes sponsors, and various management boards to monitor the deliverables, from the Programme.
For more information please see the ESD Report for 2005.
An overview of the Customer First programme, which aims to improve local customer services. The document outlines the objectives and strategy of Customer First, its key outputs, benefits to the citizen from Customer First, partnership working, standards and funding.
The Customer First business plan for 2005-2006 outlines its plans and targets for its key programme areas - National Infrastructure, Citizen Account, Entitlement Card, DNA-Scotland, CRM/CA, and benefits realisation - plus it relationship with the Improvement Service.
This document outlines the aims of the Customer First programme between 2005-08, and provides an overview of the four sub-programmes namely: National Infrastructure, CRM/CA (Customer Relationship Management / Citizen Account), National Entitlement Card Scheme and DNA-Scotland (Definitive National Addressing for Scotland). If you would like more detail on these sub-programmes they have their own dedicated information leaflet, detailing the aims for 2005-06. These can be found in this same area on the website.
