Graeme Sutherland, Scotland Excel
Positive engagement
Scotland Excel’s ethos of engaging positively with stakeholders has played a key
part in our success. Our reputation for leading and facilitating collaboration has
been built on listening to our customers and ensuring that we deliver solutions
based on consensus rather than compromise. As our business grows, we will
ensure that meeting the needs of all our customers remains our priority.
We will continue to ensure that the local
government procurement community are fully
supported in their role and can access the
resources they need. We will review our stakeholder
engagement activities to reflect our expanding
reach, and involve communities and service
users where this can have a positive impact on
procurement solutions. Where appropriate, we will
act as the voice of our stakeholders and ensure that
their views are considered at a national level.
We will continue our endeavours to ensure that
Scotland Excel provides a positive working
environment which promotes innovation, fosters
collaboration and encourages development. The
implementation of our Organisational Development
strategy, a new talent management programme
and an agile working policy will ensure that all
of our people have the opportunity for personal
and professional development in a flexible and
productive workplace.
Progress to date
Scotland Excel constantly strives to improve
customer experience. In our 2017 customer
satisfaction survey, 82% of procurement
stakeholders and 81% of senior stakeholders who
responded to our questionnaire rated their overall
satisfaction as ‘good’ or ‘very good’. A detailed
analysis demonstrated that satisfaction with our
services and delivery had increased across almost
every area of our work.
38 | Shared Vision, Shared Success. Our Corporate Strategy 2018–2023
This was the result of improvements made in
response to the findings of our previous survey
which included increasing the number of social
care and construction contracts, streamlining
the contract delivery process and refreshing our
account management services. We also developed
and launched a new website to provide easy access
to more detailed contract information in response
to customer feedback.
In 2015, we embarked on a project to map our
relationships with local authority stakeholders