Scottish Legal Complaints Commission’s Post

Transcript

Hello. My name is Neil Stevenson, the Chief��Executive of the SLCC. In a few weeks our����annual report will be coming out giving a great��overview of our performance and work across the year Knowing that's happening, I can actually��use today to instead discuss three specific���� projects that might be of interest to people. The��first is that our board has just commissioned an���� independent review of our governance. Both the public and profession have an���� interest in making sure our organisation is��well run, and I'm really proud to work for���� an organisation where even our highest tier��of leadership, our board, are applying the���� same values and standards to their own work as��they do to the rest of the business. That means���� they're open to scrutiny and they're looking to��use a review to learn from others and to consider���� ways we can improve what we do already. We've also been looking at best value the���� Scottish Government finance framework, which��applies to the SLCC, defines best value as���� something more sophisticated than simply��the cheapest way of offering a service. We need to support vulnerable users. We need��to be accessible to a diverse population,���� and we need to make sure we're sustainable��both environmentally and in other ways.�� One of our projects this year has been carrying��out a best value review, looking at our work in���� how we operate and assessing it against��the government's best value framework.���� That's something we'll be touching on more��in our annual report and will be covering���� in our budget consultation later this year.��Finally, I want to talk about customer service.�� We have a really enthusiastic internal team of��volunteers who are always trying to improve the���� service we offer to customers. This year one of their projects has been looking at how���� we gather customer service feedback. We've��always done this, but we wanted to look at���� new ways to get feedback at different stages��of our process and make sure we get insight,���� which is more easy to action so that we can��improve our service on an ongoing basis.�� If you get one of our requests, I'd really�� encourage you to fill out whether you've had a���� positive experience or more negative or a bit more��neutral about what we've done. It's really helpful���� in refining our service. So as I say, later in the��year, an opportunity to see our performance in the round, in our annual report and accounts. But today it's been lovely to share some���� specific projects and I hope those�� have been of interest. Thank you.