products
  • Gerard McCormack, Interim Head of Change & Partnership Delivery

    Tel: 01506 283850
    Email: gerard.mccormack@improvementservice.org.uk

    Previous Projects

    • 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.
  • Clare Sherry, Interim Programme Manager

    Tel: 01506 283809
    Email: clare.sherry@improvementservice.org.uk

    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.

    Previous Projects

    • 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.
  • Emily Petrova, Project Officer

    Tel: 01506 282165
    Email: emily.petrova@improvementservice.org.uk

    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.

    Previous Projects

    • Business Readiness – on the delivery of a large credit card platform migration, fulfilling a ‘check and challenge’ role and reporting true readiness across all workstreams to senior stakeholders
    • Recruitment, people processes, and culture - led the bespoke design and planning for the recruitment, culture and people strategy  for a new digital advice service, helping the business to understand the ways of working and the types of people and skills required to achieve their digital business vision
    • Process mapping – definition and capture of target operation model processes
  • Adam Hall, Business Analyst

    Tel: 01506 282879
    Email: adam.hall@improvementservice.org.uk

    Adam joined the Improvement Service from the oil and gas industry where he worked on offshore exploration projects. Previous roles incorporated planning and management of complex technical projects against agreed budget, schedule and quality requirements, monitoring project risks, identifying potential problems and initiating solutions. At the Improvement Service Adam works across all local authorities and with Scottish Government on the expansion of funded early learning and childcare to 1140 hours; holding workshops, providing training to up-skill staff and conducting bespoke business analysis and research to support councils in this programme.

    Skills

    • Data acquisition, analysis and modelling
    • Building business analysis capacity in local authorities
    • Service redesign and continuous improvement
    • Understanding the needs of stakeholders
  • Margaret Ho, Project Officer

    Tel: 07825 431719
    Email: margaret.ho@improvementservice.org.uk

    Margaret comes from an HR background where she has specialised in training and learning & development for 17 years. Primarily Margaret’s knowledge and experience has been within the private sector, however, recently she moved to the public sector where she managed the Organisational Development team at West Lothian Council, before joining the Improvement Service. Margaret has a proven track record of success, including creative learning & development initiatives, change management and strong collaboration.

    Skills

    • Change management champion
    • Creative varied approach to training facilitation
    • Passionate about developing people

    Previous Projects

    • Successfully integrated and led a new training organisation by collaborating with stakeholders to develop and execute an implementation plan, ensuring excellent communication throughout. This resulted in a range of achievements including an increase of 10% improvement of the training adherence metric
    • Planned and organised major training projects and delivered training to diverse groups – consistently receiving excellent feedback
    • Reduced process skill training “time to competence” by 50% through a redesign of training delivery, whilst maintaining high quality standards
  • Lisa Kennedy, Business Analyst

    Tel: 01506 283793
    Email: lisa.kennedy@improvementservice.org.uk

    Lisa joined the Improvement Service from financial services where she had been providing business and process analysis support to retail and investment banks for the last eight years.

    Working within large and complex programmes of change and on smaller scale pilots across various products and services, her experience includes process design and customer journey mapping, requirements gathering and workshop facilitation, and the design of people, recruitment and workplace culture strategy and change.

    At the Improvement Service Lisa provides business analysis support to all local authorities as they prepare to the deliver the expansion of funded early learning and childcare to 1140 hours.

    Previous Projects

    • 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.
    • 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.
    • Data acquisition, analysis and modelling
    • Building business analysis capacity in local authorities
    • Service redesign and continuous improvement
    • Understanding the needs of stakeholders
    • Change management champion
    • Creative varied approach to training facilitation
    • Passionate about developing people
    • Successfully integrated and led a new training organisation by collaborating with stakeholders to develop and execute an implementation plan, ensuring excellent communication throughout. This resulted in a range of achievements including an increase of 10% improvement of the training adherence metric
    • Planned and organised major training projects and delivered training to diverse groups – consistently receiving excellent feedback
    • Reduced process skill training “time to competence” by 50% through a redesign of training delivery, whilst maintaining high quality standards
    • Business Readiness – on the delivery of a large credit card platform migration, fulfilling a ‘check and challenge’ role and reporting true readiness across all workstreams to senior stakeholders
    • Recruitment, people processes, and culture - led the bespoke design and planning for the recruitment, culture and people strategy  for a new digital advice service, helping the business to understand the ways of working and the types of people and skills required to achieve their digital business vision
    • Process mapping  -  definition and capture of target operation model processes
Change Management Team