Renfrewshire Council

Right for Renfrewshire 2019-20 projects

The six service designs we will now look to progress and implement over the coming months are:



Led by: Sandra Black, Chief Executive

Alasdair Morrison, Head of Regeneration

Redefining our relationships with our partners and making sure as a Council that we work closer with each other and with our partners pooling resources, ideas and energy to secure the future well-being of Renfrewshire and support economic growth.

Community Protection

Led by: Mary Crearie, Director of Communities, Housing and Planning

Oliver Reid, Head of Communities and Public Protection

Making sure services are targeted to where they can have maximum impact, working with our partners and local communities, sharing intelligence and data to deliver systems and processes that keep communities safe.

Facilities Management

Led by: Gordon McNeil, Director of Environment and Infrastructure

Diane Gillies, Head of Facilities Management

Designed around the needs and future requirements of local people, communities and staff to provide buildings and services that are leading edge.

Customer and Transactional Services

Led by: Alan Russell, Director of Finance and Resources

Rhona McGrath, Head of Business and Customer Services

Simplify service requests for employees and customers by automating and integrating common processes, enabling people to self-serve and find information easily, and designing tailored support for people with complex needs.

Developing Communities

Led by: Mary Crearie, Director of Communities, Housing and Planning

Laura McIntyre, Head of Policy and Commissioning

Working with local communities to adapt services to meet their needs, making them more accessible and building local capacity so people can take a more active role in their community.

Prevention and Early Intervention

Led by: Steven Quinn, Director of Children's Services

John Trainer, Chief Social Work Officer

Working with children, families and individuals who require support from specialist housing and social work services to make sure they receive this at the earliest opportunity, ensuring our services have a positive impact.

Due to the size and scale of the Prevention and Early Intervention service design we are continuing our work on the detailed design process, and we expect to be in a position to present our proposals to elected members at the Leadership Board in June.

What is service design?

All of the service design projects will run at a different pace, however they all follow the same design process.

The approach we are adopting involves collaboration between dedicated central Programme Management Office (PMO) resources, representatives from the service areas themselves (known as service specialists) and business partner functions (e.g. HR, Finance, ICT and Legal).

Below we explain in a little more detail, how the service design process works.


This will assess the current service and consider future demand.

It's about gathering information and insights from employees about the services we provide, to help us identify what we are doing well, and if there are opportunities to do it better.

We'll work with services to capture an accurate baseline of the current service model. Sessions will be held with front-line colleagues to help us understand the reality of service delivery, current processes and technologies.

This will help inform the new service design.


We will use the information collected to design a future service model and prepare for its implementation.

This stage is about designing new ways of working for the services we will provide in the future, and making sure they are properly resourced.

The key components of the design are:

• People        
• Processes
• Technology        
• Ways of Working
• Assets        
• Information.


This is the move to and implementation of the new service design.

Change involves turning the plans into reality by implementing and testing the changes we've identified. 

This will be carefully managed to ensure service quality standards and service delivery is not adversely impacted.