As part of the Improvement Service’s Customer First Programme, Scottish councils have been working together to develop model website navigation structure, a shared A - Z of website content, and a common Scottish Services List (derived from the Local Government Services List). A comprehensive set of around 1700 FAQs and 400 sample forms have been linked to the service list and navigation structure and these are all already being used to significantly improve service delivery at approximately half the councils in Scotland.
Renfrewshire and East Dunbartonshire Councils lead the project from April 2006 to March 2007, in partnership with the Improvement Service. Full information can be found via the Project Scotland website at www.esd.org.uk/a-zscotland or from Tessa Darley, Knowledge Management Adviser now based at the Improvement Service t: 01506 775558 tessa.darley@improvementservice.org.uk
Further information
For more information, please contact Martin Brown, CRM Programme Manager, martin.brown@improvementservice.org.uk, t: 01506-775558, m: 07789-500-280
