An Inspector Calls: Citizen-Led Service Inspection by West Lothian CouncilCost and Savings The cost of the process to the council is largely officers’ time – both those participating in the review and those supporting the team – with a small expenditure on course materials, again developed internally at minimal cost. The process was developed and officer support provided using existing resources; with one officer experienced in customer engagement activity (tenant participation) and a quality and performance officer practised in quality frameworks and external inspection. Beyond the training, the role of the two officers was limited and the main function was to act as a conduit for access to the council’s services, staff and systems. It is too early to tell if the approach has resulted in a reduced need for internal audit, but Audit Scotland has asedk for information about the project as part of the Council’s annual risk assessment. With minimal costs, the process represents value for money. Not only does it free up staff time from leading review activity, but it is building capacity in the community, equipping customers with detailed knowledge and experience of the council, representing a valuable resource. The council now has a small team of fully trained, experienced lay inspectors that could be used for other consultation and process review activities.
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About this case study
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Katherine McLaughlin Email: Katherine.McLaughlin@ Tel: Rebecca Kelly wrote
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