Transforming Scottish Enterprise
With funding of £450 million a year, Scottish Enterprise (SE) works in partnership with the private and public sectors to secure the long-term future of the Scottish economy, by making its industries more
SE is rated among the world's top economic development agencies, but by 2001 it had become the victim of its own success. It was set up with 13 Local Enterprise Companies (LECs) in1991, each with their own governance arrangements. After ten years of highly productive operation, the distinct differences inevitably resulted in a lack of a common approach and a significant duplication of effort between local offices and across business units.
Scottish Enterprise formally established its Business Transformation Programme in January 2001. Its purpose: to radically improve the SE Network’s interaction with customers, trading partners and the general public, and among its internal units. Significant improvements in customer service levels could be achieved by diverting resources from back office operations into customer service and project delivery activities. SE’s Business Transformation agenda set a number of ambitious targets:
- Streamlining and standardising back office processes and structures, reducing headcount by 20% (c500 staff) and saving £200 million over five years;
- Improving service delivery through more effectively sharing knowledge;
- Ensuring a consistently high quality customer experience across all access channels; and
- Maximising the impact of SE’s investment in the Scottish economy.
For further information, download our case study Transforming Scottish Enterprise. (PDF, 61KB)
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