Toolkit section 5: Delivery of key processes

How good is the delivery of key processes?

Self-evaluation area 5.1: Delivering services

Explainer

Evaluating the impact and effectiveness of service delivery is at the heart of any strategic self-evaluation

Service standards reports

KPI reporting

Audit Scotland performance audits

Internal audit reports

Policy and procedure documents such as procurement, governance and digital transformation

Stakeholder feedback

Process improvement case studies

Change management evaluations

Reviews by external consultants

Peer reviews involving staff from other councils

Results and impact of any relevant internal self-evaluation or improvement activity e.g. PSIF and Peer Collaborative Improvement

Reflective questions

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