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


In 2011 West Lothian Council (a local authority close to Edinburgh, with about 170,000 inhabitants) initiated citizen-led inspections as a new form of engagement that empowers local people to inspect and improve public services.  Citizen inspectors evaluate the way services are delivered and assess whether they achieve the expected outcomes. In particular, they provide feedback to the local council on how public services can be improved.   The key success of the process has been service improvements that are driven and designed by customers. 

About this case study
Main Contact

Katherine McLaughlin

Quality Development Officer

Quality and Performance Team

West Lothian Council



(00 44) (0) 1506 281891

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

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