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The Executive has published the latest edition of the Promoting Excellence in Scotland guide which details examples...
The Executive has published the latest edition of the Promoting Excellence in Scotland guide which details examples of best practice with the aim of driving up standards in the delivery of user-focused public services.

These include

Aberdeenshire Council Personnel Support Team

Ability Centre Support Services, West Lothian

Dumfries and Galloway Constabulary

Edinburgh International Conference Centre

West Fife Community Drugs Team

Turning Point Initiative, Glasgow

Renfrewshire Council

Comhairle nan Eilan Siar housing department

At the 2004 Quality Network conference in Glasgow, public services minister Andy Kerr said:

'The modernising public sector the Scottish Executive wants to see is one designed from the viewpoint of the customer - better public services, which get it right first time and deliver efficiently and efficiently for the customer. Ways of working more effectively with a focus on the needs of the customer, however, can - and will - enhance and develop the role of staff and increase job satisfaction.

'The Scottish Executive promotes use of quality tools and schemes to help deliver service improvements for customers. This guide provides a clear description of the key quality tools and schemes available to the public sector and also demonstrated how they link together.'

The Quality Network brings together people from across the public, voluntary and private sectors with the common aim of improving public services.

'Promoting Excellence in Scotland' outlines a wide variety of quality schemes and tools, such as Charter Mark, the EFQM Excellence Model, Investors in People, Six Sigma and Kaizen Blitz which can help organisations improve all aspects of their services and deliver continuous improvement.


Aberdeenshire identified errors in personnel records and put in place measures to address this problem.

Mr Kerr said : 'Five weeks after the full roll out across the entire council, the 47 per cent error rate had been reduced to nine per cent and the 85 per cent error rate had shrunk to 13 per cent. Additionally the number of complaints from users about the forms has dropped to zero. An overwhelming number of users, when surveyed, had only praise for the new system.'


Ability Centre Support Services in West Lothian provides support and assistance to individuals to work towards their personal goals and help them take part in a range of activities.

Mr Kerr said: 'The Ability Centre was opened in 2001 to provide new forms of social work services for adults with a physical disability. Following the successful Charter Mark bid, a continuous improvement customer care group was established to drive standards up even further.'


Dumfries and Galloway Constabulary is included primarily for its handling of the foot and mouth crisis. Using quality standards and tools, the police demonstrated that their response had been well measured and appropriate.

Mr Kerr said: 'By continual review during the outbreak, the Force was able to closely monitor the effect that the outbreak was having. Crime levels, detection rates, public satisfaction and staff sickness had, for the most part, been unaffected or showed positive trends. In addition, there had been little change in the number of complaints, whilst letters of appreciation had soared against the numbers received the previous year.'


The EICC was established using public funds and has generated more than£125m in economic benefit for Edinburgh since 1995.

Mr Kerr said: 'The EICC was the first conference centre in the world to achieve ISO9001 and the first to be accredited with Investors in Peop le. The company has won the Quality Scotland Award on two occasions and was recognised by its industry in 2000, when it was accredited by Hospitality Assured Meetings.'


West Fife Community Drugs Team was established in 1986 as a result of a community initiative to tackle the effects of drugs at individual, family and community levels.

Mr Kerr said: 'The organisation has evolved through increased funding and staffing and the tremendous energy and commitment from all involved. The agency continually reviews the patterns and trends of drug use and the service is aligned to take account of these needs.'


Turning Point has provided services in Scotland since 1993 when it was invited to create a new form of day services for individuals with severe and enduring mental health problems.

Mr Kerr said: 'Turning Point Scotland is not committed to any one model of support or treatment for people, believing that a person-centred approach is likely to be most effective. This means that services differ and are designed around individual service users. They live up to their claim that they make services fit people and not the other way round.'


Renfrewshire Council has worked with staff and customers to improve standards, which led to a successful application for Charter Mark status.

And Kersland School - a special school providing primary and secondary education for pupils with severe learning difficulties in Paisley - is also praised. It has been recognised as a well-run school for several years and has worked with the community in achieving a range of awards recognising pupils' achievements at school, local and national level.


Comhairle Nan Eilean Siar Housing Department employed a wide-ranging portfolio of techniques to drive continuous improvement into the organisation.

Mr Kerr said: 'Comhairle Nan Eilean Siar Housing Department has extensively employed the principles and practices of Best Value in the areas of performance management and planning audit. By learning from the experiences of other local authorities who are considering stock transfer, the department has managed change well.'

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