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An Inspector Calls: Citizen-Led Service Inspection by West Lothian Council

Learning Points

An open recruitment process was held, with the hope of engaging as wide a range of people as possible, potentially capturing people who had never chosen to participate or those who may have felt excluded in the past.  This was successfully achieved.

However, the council also directly promoted this pilot to established networks and community groups in order to encourage potential ‘expert’ customers as well.

The inspectors involved in the first two inspections are now on a register (along with the other applicants who were not selected for the pilot) and will be able to volunteer for future inspections.  The intention is that a programme/calendar of inspections will be circulated to inspectors on the register on an annual basis and they will indicate areas of interest.  The teams will be selected based on this feedback, again focusing on ensuring that it is representative, but also that there is a mix of new and experienced inspectors.

About this case study
Main Contact

Katherine McLaughlin
Quality Development Officer
Quality and Performance Team
West Lothian Council

Email: Katherine.McLaughlin@
westlothian.gov.uk

Tel:
(00 44) (0) 1506 281891

Rebecca Kelly wrote
this case study for
Governance International
on 17 June 2012

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