ISBN 0 7559 4867 X
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Contents
Ministerial Foreword
1. Introduction and Executive Summary
2. MGF2 Progress Summary
2.1 MGF2 Approach and Key Investment Areas
2.2 The Citizen Account and Customer Relationship Management ( CA/ CRM)
2.2.1 Focus For MGF2
2.2.2 Confirming The Investment
2.2.3 Taking On The CRM Model
2.2.4 Change Management
2.2.5 Common Approach To Business Process Re-engineering
2.2.6 Integrating Back Office Systems
2.3 Smart Cards
2.3.1 Focus For MGF2
2.3.2 Smart Card Achievements
2.4 Dialogue Youth ( DY)
2.4.1 Focus For MGF2
2.4.2 Achieving The Infrastructure
2.4.3 Achievements In Education
2.4.4 Achieving Better Health
2.4.5 DY Crime Initiatives
2.4.6 DY and Jobs
2.4.7 Engaging and Empowering Young People
2.4.8 DY and New Technology
2.4.9 DY and Community Planning
2.5 Definitive National Address for Scotland ( DNAS)
2.5.1 Context For MGF2
2.5.2 Corporate Address Gazetteers
2.5.3 Assessors Portal
2.5.4 Online Planning
2.6 Scottish Exchange of Educational Data (ScotXed)
2.6.1 Focus For MGF2
2.6.2 ScotXed Achievements
2.7 eCare
2.7.1 Focus For MGF2
2.7.2 Single Shared Assessment ( SSA)
2.7.3 Children's Services
2.7.4 Learning Disability
2.7.5 Technical Standards in eCare
2.7.6 Data Standards in eCare
2.7.7 Organisational Development in eCare
2.7.8 Consent and Confidentiality
2.8 Infrastructure and Future-Proofing
2.8.1 Why Do We Need An Infrastructure?
2.8.2 The Justification Process
2.8.3 Choosing a Unique Citizen Reference Number ( UCRN)
2.8.4 National Infrastructure Business Case
3. CA/ CRM - Highlighting the Benefits
3.1 What is CRM?
3.2 Contact Centres - Many Approaches, One Result
3.3 The Contact Centre Challenge
3.4 City of Edinburgh Contact Centre Celebrates Its Birthday
3.5 Minister Opens East Dunbartonshire Contact Centre
3.6 Renfrewshire Council - Building On The CRM Model
3.7 A Common Approach To Change Management
3.8 The Business Process Re-engineering Challenge
3.9 The Challenge of Back Office Integration
3.10 East Ayrshire Council - A Back Office Integration Approach
3.11 Measuring Success and Improvement - The Value/Failure Approach
4. Smart Cards - Highlighting the Benefits
4.1 What Is A Smart Card?
4.2 Aberdeen Accord Card Scheme
4.3 Dundee Disabled Taxi Scheme
4.4 Innovation For University Students
5. Dialogue Youth - Highlighting the Benefits
5.1 What is Dialogue Youth?
5.2 A Multi-Application Card in Practice
5.3 Dialogue Youth - Achieving The Infrastructure
5.4 Dialogue Youth and Education
5.5 Dialogue Youth and Health
5.6 Dialogue Youth and Transport
5.7 Dialogue Youth and Crime
5.8 Dialogue Youth and Jobs
5.9 Dialogue Youth - Supporting Community Planning
5.10 Dialogue Youth - Engaging and Empowering Young People
5.11 Dialogue Youth and New Technology
6. DNAS - Highlighting the Benefits
6.1 What is a Gazetteer?
6.2 A Gazetteer in Practice
6.3 Assessors Portal - Delivering Practical Benefits
6.4 A Model For Online Planning
6.5 Developing and Sharing Practitioner Experience
7. ScotXed - Highlighting the Benefits
7.1 Statistics in Practice
7.2 Pupil Census in Glasgow City Council
8. eCare - Highlighting the Benefits
8.1 Benefiting From A Single Shared Assessment
Annex A: MGF 2 Funding Allocation 2002-2004
Annex B: Modernising Government Fund Contacts
Annex C