The Scottish Legal Complaints Commission has been shortlisted for a Scottish Public Service Award.
Its work to deliver demonstrable improvements in service using agile methodologies is one of three projects shortlisted for the Project and Programme Management Award, alongside NHS Greater Glasgow & Clyde and the Improvement Service. The winners will be announced at an event in the Scottish Parliament on Wednesday 8 December.
Neil Stevenson, Chief Executive, explained: "This work started in 2018, but we are now seeing its full impact, having halved our average complaint journey time and reduced waiting times and backlogs within our process to virtually nil. We have increased our productivity while keeping quality high. We also know this work contributed to our ability to respond well to the challenges of the past 18 months.
"Making a complaint, or being the subject of one, is stressful and difficult. These improvements have helped us to make our service as efficient, effective and accessible as possible. That makes it easier for all parties. Swifter resolution is in everyone’s best interests so we believe these improvements will also drive greater satisfaction with our service, and with the outcomes we deliver. Greater efficiency has also allowed us to support the cutting of cost to the legal profession who fund our work."
He added: "We are so proud to have been shortlisted for this award and it is testament to the hard work, commitment and engagement of our staff and board that we have been able to achieve such impressive results."