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.
Customer First Programme Documents
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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.
Leaflet produced by the Improvement Service about the Customer Service Professional qualifications - a set of customer service qualifications developed by councils and specific to Scottish local government.
Leaflet produced by the Improvement Service about the National Gazetteer, a new source of land and property date for the Scottish public sector.
Leaflet produced by the Improvement Service about the National Gazetteer, a new source of land and property date for the Scottish public sector.
Leaflet produced by the Improvement Service about the National Infrastructure/Citizen's Account project, which aims to provide a national ICT infrastructure that can support joined up/shared services across Scottish local government and the wider public sector.
Leaflet produced by the Improvement Service about the National Entitlement Card Scheme - a national public sector card scheme which provides citizens with a public services smartcard which can be used to access several services.
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.
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.
This leaflet outlines the aims of the National Entitlement Card sub programme for 2005-06. If you have any queries regarding this programme, please contact us at entitlementcard@stirling.gov.uk (mailto:entitlementcard@stirling.gov.uk)
