• The Business Analysis Service

    The Business Analysis Service at the Improvement Service works alongside local councils to help them improve the quality and efficiency of public services


    In the current economic climate, with increased budgetary pressures and an ageing population, local councils are now having to do ‘more for less’ with the delivery of public services. In order to do so, councils have been engaging in business change programmes that aim to improve the quality and efficiency of public services, using new digital technologies where possible.


    However, business change projects can be incredibly laborious and complex, with councils often lacking the necessary resources and skills critical to success.


    The Business Analysis Service can offer consultation, advice and practical support to all Scottish councils. Our fully accredited business analysts have a wealth of experience in business change and can offer support from the initial investigation phase right up until the implementation phase of a business change project.


    Our business analysts can provide support to local councils undertaking any form of business change, providing support in a range of areas including strategy analysis, business case development, service redesign, business process mapping and requirements engineering, among others.


    For more information about how we can help please get in touch.

  • The Business Analysis Framework

    Business analysis work can be very varied. Depending on the nature of the project the business analyst may need to deploy several techniques and analyse a number of different stakeholder views.  Sometimes the project may be to investigate a problematic part of the organisation and produce outline recommendations for ways forward, other projects may require the business analyst to analyse and document specific business or system requirements.


    The Business Analysis Framework will help you learn more about the various tools and techniques used throughout the change lifecycle.


    You can access the Business Analysis Framework on our desktop site. Due to the complexity of the framework diagram, it is not suitable for viewing on a mobile phone.

    Open the Business Analysis Framework

  • Meet the Team

    Kelly Hunkin

    Senior Business Analyst


    Kelly has worked within the public sector since 2003, working in Scottish Water, NHS, SEPA and Fife Council.


    The latter is where she gained most experience, having worked in Fife Council for 11 years in a multitude of roles involving performance management, project management, continuous improvement and change management.


    Kelly has experience of working with a range of improvement models/tools and analysis. She has worked alongside council frontline services, corporate processes and their partners.


    Kelly currently works for the Improvement Service as a Senior Business Analyst.



    Heather Adams

    Graduate Business Analyst


    Heather graduated from the University of Glasgow with a LLB degree and post graduate diploma in legal practice. She worked for two and a half years in the private sector for a large commercial law firm, gaining experience in project coordination, process improvement and change management.


    Heather moved to the Improvement Service in 2017 to further her skills as a business analyst and is currently working on business analysis professional qualifications.


Kelly Hunkin

Senior Business Analyst

Tel: 01506 283885


Heather Adams

Business Analyst

Tel: 01506 282879


Email the Business Analysis team

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