Diagram showing elements that feed into change management
  • Change Management

    The change team at the Improvement Service helps councils and their partners to deliver transformational and operational level change. Our support offer is based on what councils have told us they need as well as research into the overall challenges facing the sector so that we can offer support on a proactive basis.


    The services and products offered by the change team are free to all local authorities across Scotland. The diagram below illustrates how we can work together to achieve the best outcomes for our communities and lists the different types of support that we currently provide. We recognise that change will look different across councils hence our range of support and tools can be tailored to suit the forms of challenges being faced locally. For examples of support that we have provided in the past you might want to have a look at our case studies.


    If you have any queries regarding the support we offer or how we could support your council please do not hesitate to get in touch at changemanagement@improvementservice.org.uk.

  • Change Management Team

    Heather AdamsHeather Adams - Business Analyst

    01506 282879




    After gaining a degree in law, Heather worked for several years in a global commercial law firm, gaining experience in project coordination and continuous improvement projects. This interest in improvement and change led Heather to join the IS in 2017 where she currently supports councils with all aspects of business analysis work.


    Heather holds a BCS International Diploma in Business Analysis and is trained in Lean methodology. In addition, Heather has working knowledge of Six Sigma.




    • Delivered regional training on customer journey mapping
    • Produced process costing and benefits realisation analysis templates tailored to councils’ needs
    • Conducted research and produced report on centralised business support.


    Paige BarclayPaige Barclay - Business Analyst

    01506 203800



    Paige joined the Improvement Service as a Project Officer in 2016, following her graduation from the University of Glasgow with a degree in Politics. During her time at the Improvement Service, she has gained experience in performance management, evaluation, and research.


    In her current role, Paige supports councils with all aspects of business analysis and is currently working towards obtaining a BCS International Diploma in Business Analysis.




    • Coordinated the collection and analysis of data from all 32 Scottish councils for the Common Advice Performance Management Framework
    • Supported the evaluation of an alternative advice service delivery model, in partnership with other public and third sector organisations, which was ‘Highly Commended’ at the Local Area Research and Intelligence Association (LARIA) 2018 Research Impact Awards


    Johanna ErikssonJohanna Eriksson - Project Officer

    01506 283793



    Johanna joined the Improvement Service in June 2017 after graduating with a BSc in psychology. With a particular interest in organisational psychology and the people side of change, she was excited by the opportunity to work across a wide range of different projects and people in the change management team.



    • Supported the end-to-end process of a service review that resulted in a comprehensive options appraisal
    • Produced a wide variety of research reports and case studies to communicate good practice and innovation across the sector


    Kelly HunkinKelly Hunkin - Senior Business Analyst

    01506 283885



    Kelly has worked in the public sector since 2003, working in various public-sector organisations and working in local government since 2005 where she had a variety of roles.


    She currently manages the Business Analyst Team within the Improvement Service supporting all 32 Scottish councils.


    Kelly is trained to Advanced Green Belt level in Lean Six Sigma and holds BCS International Diploma in Business Analysis. Previous training includes Prince2 Foundation, MSP Foundation, CMI Accreditation, Risk Management, Coaching and Mentoring Skills.



    • Working as part of the delivery team for Early Years 2020 Implementation at a national level
    • Implementation and management of a shared service desk in a council setting
    • Implementation of a self-service HR and payroll system council wide. Senior user role.
    • Project management of the Scottish Welfare Fund implementation
    • Project management of moving social work to a contact centre environment
    • Performance and workforce management


    Gerard McCormackGerard McCormack - Programme Manager

     01506 283850



    Gerard possesses a wide range of experience, in both the public and private sector. This includes liaising with a number of organisations and the management of projects in a variety of settings. Gerard’s most recent role was as Community Planning and Partnerships Manager in a Scottish council, working within a team that not only coordinated and carried out activity for the CPP but also led the council’s approach to local community capacity development and capacity building. Gerard’s previous roles included one where he supported and led a range of change projects in a number of Scottish councils and public sector organisations.




    • Led the continued improvement and development of a local council’s (as was) Single Outcome Agreement, the core element of the council’s Strategic Planning and Improvement Framework
    • Led a programme of work (with partner organisations) aimed at the effective targeting of resources to reduce inequality and involving communities in service design and delivery
    • Led a review of a Scottish council’s Development Management and Building Control function to assess its fitness for purpose in the light of the (then) new Planning Act and internal budgetary pressures
    • Led the development of a Financial Inclusion Strategy for a Scottish council aimed at delivering an efficient and effective grants programme to deliver best value and high-quality services.


    Emily PetrovaEmily Petrova - Project Officer

    01506 282165



    Emily graduated from Queen Margaret University with a degree in Business Management. She then started working in the Corporate Transformation and Organisation Development team at Perth and Kinross Council as a transformation graduate. Her role was to support the council’s transformation programme, giving Emily experience in project management and change management. In 2017 Emily joined the Improvement Service where she now supports all councils and partners to deliver the change necessary to reform the way in which public services are delivered.




    • Modernising performance reporting – helped with the review of the council’s performance management arrangements and the introduction of new technology.
    • Provided training to people on how to use the project reporting software called Verto.


    Clare SherryClare Sherry - Senior Project Manager

    01506 283809



    Clare has worked in the local government field for the last 10 years. Nine years of this was in a council setting where Clare had a variety of roles including community planning, performance management and, latterly, service improvement focusing on a variety of change projects across the council. Clare has completed a PDA in project management and has a good understanding and working knowledge of council and partnership arrangements and requirements.



    • Lead role in working with a council during its wide ranging review of its Revenues and Benefits and Customer Contact service.
    •  Project manager for complex operational change within an HR service including the introduction of an electronic document management system and online system for overtime payments.
    • Complex change project for street cleaning service which involved considerable analysis to identify ‘as is’ issues; the redesign involved numerous changes to service processes including the introduction of new technology to streamline and improve service delivery.


  • 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.

    Open the Business Analysis Framework

  • Case Studies

    East Ayrshire Council - Advanced Customer Journey Mapping

    The business analysis team delivered a one-day workshop on advanced customer journey mapping to East Ayrshire Council's Transformation Team.

    Read the case study


    Shetland Islands Council - Customer Journey Mapping and Data Workshop

    The Business Analysis team were contacted by the HR team from Shetland Islands Council who were looking to upskill staff through training to help make best use of data in their day-to-day work and to help build evidence based business cases.

    Read the case study


    South Lanarkshire Council - Revenues and Benefits Review

    South Lanarkshire Council contacted the change team in May 2017 with a request for support related to an ongoing review of their Benefits & Revenues and Customer Contact Centre. The change team supported the end to end process by collating information from our network of councils, providing research into benchmarking and innovative practice, providing customer journey mapping training and a critical friend role. The support aided the development of a comprehensive options appraisal, led by South Lanarkshire Council that will inform their improvement work.

    Read the case study


    Stirling Council - Local Outcomes Improvement Plan (LOIP)

    All Community Planning Partnerships are required to produce a Local Outcomes Improvement Plan (LOIP) outlining how they will work with communities to improve outcomes for individuals, families and communities. The change team acted as a critical friend for Stirling Council during development of its LOIP and facilitated a workshop for partners on how it would be implemented.

    Read the case study


    Technology Enabled Care - Responder Service

    In October 2017 the Scottish Government Technology Enabled Care (TEC) team invited the IS change team to input to a national event of TEC colleagues. Following that, the Scottish Government enlisted the support of the Change team to plan an event which would look at building a national business case for the Telecare Responder Service.

    Read the case study

  • Useful Documents and Resources


    Change Manager’s Networking Event – 19 June 2018

    In June the Change Management team at the Improvement Service held a Change Manager’s Networking Event in Glasgow. The event provided a great opportunity for colleagues across councils to network, participate in discussions and learn about change projects and programmes across the country as well as to participate in interactive sessions. The event included key note speeches from Katie Kelly, East Ayrshire Council, Amanda Roe, Aberdeenshire Council and Jamie Reid, East Renfrewshire Council.


    A selection of the presentations from the event is available on the Change Manager’s Network on the Knowledge Hub. In addition, there is a short Sway presentation which summarises the event.


    We are keen to keep the conversations going, watch this space for our next event coming this winter!



    Leading Transformation - The English Local Government Experience





    We hold regular webinars featuring guest speakers on a range of topics related to change management. See our most recent one below or visit our Youtube channel to see them all. If you'd like to host a webinar, get in touch.


    Change Agent Network in Falkirk Council


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