Technology and digital services underpin the work of Scotland’s public sector bodies as never before and the vital role performed by ICT departments and project teams across the country is key. Nominations in this category will demonstrate outstanding performance by an ICT department or team, from technology support to improving operational efficiency and driving innovation and change.

 

The Shortlist

Business Gateway – DigitalBoost

The DigitalBoost programme is a Scottish Government funded initiative to help Scotland's SMEs to grow by improving their skills and engagement in the world of digital media and platforms, using services and tools to get the very best out of their websites, social media and eCommerce, including Cyber Security aspects.

The services are all free and include: a unique online digital healthcheck that enables businesses to assess their levels of digital expertise and points them to a range of Business Gateway services that are tailored to their own situation; downloadable online guides covering 18 topics (and growing); online video tutorials covering 7 topics; 5 case studies of their clients; face to face workshops on 11 relevant topics (soon to be 14), backed up by a new online methodology allowing delegates to record their feedback on their workshop experience online; and up to 21 hours of 1-2-1 support from a digital expert.

 

Scottish Centre for Telehealth and Telecare – Delivery of Telehealth and Telecare at Scale

The Scottish Centre for Telehealth and Telecare (SCTT) is a small team with NHS 24 that delivers digital innovation and change across the health and care sectors. Working in collaboration with the Technology Enabled Care team within Scottish Government and a wide range of public sector partners across health, social care, housing and the third sector, the team have delivered large scale change to benefit the citizens of Scotland. Over the last 3 years, SCTT has enabled over 70,000 Scottish citizens to access technology enabled services.

The team have delivered across a wide range of programmes: Computerised Cogitative Behavioural Therapy is now available to citizen across Scotland for the treatment of anxiety and depression; the expansion of telecare services across 26 organisations; a national platform for video consulting, Attend Anywhere, has been established and is being used across 13 Health Board areas and a range of 3rd sectors providers; Home and Mobile Health Monitoring (HMHM), allowing citizens to better manage their condition using digital technologies, has been embedded into 70 care pathways in 14 partnership areas; the organisation of two 2 major conferences, input to 3 undergraduate teaching programmes, hosted 9 international study visits and presented at over 34 conferences and learning events.

 

Scottish Government – The CivTech® Programme

CivTech®’s drives daring and innovation in the public sector by pioneering a smarter approach to procurement, supporting public sector organisations to go to market with challenges rather than closed, prescriptive tenders.

The team devised the CivTech® Innovation Flow, an end-to-end project methodology - a six-stage, nine-month process, from challenge definition to delivery of a minimum viable product. As an inhouse team we have influenced policy areas of procurement, user research, citizen engagement, academic collaboration, business support, investment and export strategies and organisational development.

 

Shetland Islands Council – Service Desk Improvement

In the three years from 2014 - 2017 Shetland Islands Council ICT Services turned its customer support around, eventually scoring the highest customer satisfaction score SOCITM has ever recorded in Scotland.

Our ICT Team are now delivering excellent service across all user interfaces. From a position of very low user satisfaction where common complaints were 'I can't get through to the helpdesk', 'computers in schools are not fit for purpose', ‘I never know when someone is going to come to fix my problem’, we now have a first line response which nears 100% of users calls being answered without needing to queue, an appointment system for fixes which require a visit, self service for issue logging, service requests, and password resets, and a user base who are very satisfied with the support they receive.