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.
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Case studies
DocumentsDate added
Case study of East Dunbartonshire Council's review of its process for issuing replacement birth, death and marriage certificates and its plans to move the service online. The review was part of a Customer First-led national initiative to improve both access to and delivery of key council services through lower cost channels.
Case study of East Dunbartonshire Council's review of the administration of school uniform grants and free school meal applications, part of a Customer First-led scheme designed to improve both access to and delivery of key council services through lower cost channels.
Customer First Case Study on data cleansing
New case study detailing how Dumfries Galloway Council have recently completed a pilot project, integrating the National Entitlement Card into the SEEMIS Click Go school MIS application. This saves the council both time and money, and could be rolled out across Scottish authorities.
Looking at North Lanarkshire Council's use of the Gazetteer and how it is saving them both time and money, as well as improving services for their customers.
Case study outlining the approach taken by ACCESS in Glasgow.
A Customer First initiative has helped a technical team at Ninewells Hospital to open the door to better medical advice for diabetes patients throughout Scotland.
Championing a number of local government initiatives from Scotland's national Customer First programme has helped West Lothian Council make savings of up to 50% in technology procurement.
Smart card technology from Scotland's national Customer First programme is helping 380,000 Young Scots get the services and benefits they want.
A pioneering, award-winning qualification for customer-facing professionals in Scotland's councils is helping Highland Council deliver better services for less.
54% of eligible residents in Dumfries Galloway are able to access local services more quickly and easily using the National Entitlement Card, a Scotland-wide smartcard initiative from Customer First.
East Renfrewshire Council saved three months' development time, and associated costs, by customising 'off the shelf' web navigation and content tools developed for local government by Scotland's Customer First Programme.
The case study outlines the risk management challenge faced by Customer First in its handling of millions of personal data records, and explains how the programme implemented a standardised risk assessment framework and a single point of storage for risk identification, recording, management and reporting across the Customer First Programme.
Case studies demonstrating good practice in the development of Back Office Integration (BOI) links between local authority Corporate Address Gazetteers (CAGs) and assessor's property databases.
