Our Service Innovation and Improvement category recognises partnerships, departments, or teams who have successfully changed their processes and/or developed a new approach to an existing problem. This change will have led to tangible service improvement and a positive impact on the target audience, whether internal or external. Winners have demonstrated sound approaches and techniques in the way that the need for the initiative was identified, planned, implemented and monitored. A strong focus on partnership working has been achieved, as has value for money. The projects have also demonstrated real, quantifiable results in the way that services have been delivered in relation to the expressed needs and wishes of the users . Winning projects have also been pioneering, and are delivering lasting improvement, with strong potential for replication in other public services.
Fife Council – Integrated Services Delivery Model – a modern approach to customer service
Fife has over 70 face to face customer access points, made up of 21 Local Offices and over 50 Libraries. For a number of years customers have been able to access a broad range of services via our network of Local Offices. The aim of this project was to expand that offering to include Library services. Traditionally, for Council services such as housing enquiries, benefits and welfare advice, concessionary travel, debt management advice, registration services etc, customers visit a Local Office. For Library services such as book issues, IT taster sessions, reading sessions, use of public access pcís etc, they visit a library. These are all in different locations, usually operating different opening hours and served by different staff. This project was about delivering all of these services in a joined-up, integrated approach. We achieved this in 3 locations across Fife:
- Inverkeithing Civic Centre
- Methil Library & Local Office
- Leven Library & Local Office
We are delivering excellence not just to our customers but also to the organisation, staff working generically delivering the full range of services in the same location delivers efficiencies and maximises our resources. In our Methil/Leven area savings of almost £160K per year have been realised due to the rationalisation of buildings as part of this project. Customers are greeted by Customer Service Advisors in new, modern, customer friendly buildings designed to meet their needs. We are open extended hours, including mid-week late nights and Saturday mornings, so our customers can access us more easily, rather than traditional Monday to Friday 9am to 5pm.
Download the full application: Fife Council – Integrated Services Delivery Model
Fife Council- Lean Green Plan
The Contaminated Land Resource Sharing Group (RsG) is an officer created and led group that not only shares machinery, equipment, officer time and expertise between three local authorities, but does this with no money changing hands under a basic barter agreement. It is governed by a voluntary Memorandum of Understanding. This is done largely in place of employing consultancies and sub-contractors and has saved each of the participating councils up to 70% in costs whilst reducing the time taken to investigate contaminated land. We aim to reduce uncertainty, stress and worry for our residents and subsequently promote positive health and environmental outcomes
Download the full application: Fife Council- Lean Green Plan
Renfrewshire Council – Catering for the next generation
Over the past 24 months a comprehensive review has been undertaken of the School Catering Service with objectives of realising business efficiencies and modernise the service through innovation, to increase the number of pupils enjoying healthy, nutritious school meals. The review was implemented in three phases, phase 1 & 2 to derive business efficiencies and phase 3, service innovation and modernisation in both primary and secondary schools through pilot of alternative service delivery models. Through innovation the catering service has achieved all initial aims and objectives by providing a service which has increased both paid and free meal uptake, increased income generation, realised efficiencies and provides a modern catering service that meets with pupil and parent requirements and aspirations
Download the full application: Renfrewshire Council – Catering for the next generation
South Lanarkshire Council- Lindsay House
Lindsay House was a physical disability day centre based in East Kilbride offering a day centre service for adults aged 16 to 65. The service previously operated as a building based service for 45 individuals, operating 9am – 4pm, Monday to Friday. Since October 2012, the service has delivered an integrated community model of support where service users have been supported by the staff team to access resources in their local community. The changes to the service have helped develop alternative models of day care support that are focused on personalised approaches and outcomes. This model of support has enabled individuals to engage more fully in their local community and has proven to be much more personalised and flexible, meeting service usersí individual support needs. The new model also offers greater flexibility in when, how and where the service is delivered, facilitating evening and weekend support as determined by the service usersí choices.
Download the full application: South Lanarkshire Council- Lindsay House
East Renfrewshire Council – Challenge 25
The Challenge 25 diligence project was designed to reduce the availability and attraction of alcohol and tobacco to under 18ís in East Renfrewshire. This project employs a unique holistic and trade friendly approach by delivering education and enforcement. The project has resulted in the lowest test purchasing rates in the country. The project employs innovative cost effective diligence test purchasing methods.
The project has been a measured success and has resulted in positive feedback from the local community who have assisted in developing the project further. The project has also been recognised by East Renfrewshire Education Department.
After highlighting our success with the project several local authorities and Police divisions have adopted our good practice. East Renfrewshire Area Commander Campbell Crawford states ìWe are fully behind this innovative and comprehensive approach to reducing the availability of alcohol and tobacco in our community. I consider that it has led to a significant reduction in the availability of those harmful products within East Renfrewshire and the associated anti-social behaviour.
Download the full application: East Renfrewshire Council – Challenge 25
East Renfrewshire Council – Using Technology to Improve Our Local Environment
We undertook a project to improve street cleanliness in ERC using new supervision techniques and tracking technologies to monitor the street sweeping service as a whole and identified areas where positive changes could be made.
The public perception of street cleaning in East Renfrewshire was a major concern with the Council sitting bottom of the league table in the National Scottish Household Survey and 22nd out of 32 authorities on the Street Cleaning Index (an auditable measure of where a Council sits in relation to its statutory requirements through the Environmental Protection Act). This performance data, when compared with other authorities, highlighted the need for improvement from the service. The aim of the project was to not only improve the service outputs but also to improve the public perception of street cleanliness in ERC.
After 6 months of running this project we have altered routes and service priorities, seen complaints and service requests reduced by over 20%, improved our Street Cleaning Index score and managed to increase the amount of actual sweeping time for all our employees. The information gathered during this project will also allow us to position street bins more effectively and efficiently and further improve the efficiency of our service
Download the full application: East Renfrewshire Council – Using Technology to Improve Our Local Environment
Clackmannanshire Council – Contaminated Land – Resource Sharing Group (RsG)
The Contaminated Land Resource Sharing Group (RsG) is an officer created and led group that not only shares machinery, equipment, officer time and expertise between three local authorities, but does this with no money changing hands under a basic barter agreement. It is governed by a voluntary Memorandum of Understanding. This is done largely in place of employing consultancies and sub-contractors and has saved each of the participating councils up to 70% in costs whilst reducing the time taken to investigate contaminated land. We aim to reduce uncertainty, stress and worry for our residents and subsequently promote positive health and environmental outcomes.
Download the full application: Contaminated Land Resource Sharing