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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

Email: Katherine.McLaughlin@

(00 44) (0) 1506 281891

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

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