Continuous improvement and innovation

The approach to the development of the strategy and its implementation plans has been to strike the right balance between business requirements, customers’ needs and the investment/resources available to deliver.

Going forward continuous improvement, providing our existing services better, and innovation, finding new – better – ways to use technology, will be essential to ensure ICT and Digital services meet these needs and ensure the Empowered Edinburgh vision is achieved There are three key elements to this: Service Improvement, New Initiatives and Innovation.

Innovate Improve

Service improvement

Continually improve through driving performance against Service Level Agreements (SLAs), Operating Level Agreements (OLAs) and the use of Key Performance Indicators (KPIs). We will also measure and track our customer’s levels of satisfaction and perceptions of the existing services.

New initiatives

Developed through an iterative approach where each development wave of work will be devised, consulted upon before delivery, refined and then implemented. This approach of ongoing consultation and engagement with stakeholders will ensure we are moving in the correct direction.


Innovation is about addressing problems in new and original ways that better meet the needs of customers. The Technology Innovation Board supports this process in the Council by promoting an understanding on new products, process, services or technologies that are emerging in the market, particularly those developed by SMEs. The Board also promotes innovation from within the Council, providing support to staff to proactively take innovation ideas through a development journey from proof of concept, defining the benefit to be realised.

The Strategy is seeking to support the Council’s Economic Strategy by encouraging Edinburgh to be seen as a reference city, where improvement and innovation is supported, and where ICT and Digital companies can approach the Council to demonstrate or test innovative ideas, supported through in-kind contributions where these match the Council’s strategic outcomes.