21st century digital services
        for parliamentarians

                      Paul Cannon
       Information Assistant...
Principles of the Scottish Parliament
Key corporate principles:
 Power sharing between the people, parliament
  and the e...
Enquiry team

   Confidential enquiry service
   Parliamentary and MSP information
   FOI and Data protection
   Enqui...
Information Management team

   Modern information management
   Collection, inc. Dewar collection
   Document supply
...
E-services team

   Manage and edit intranet/website
   Electronic resources
   Training and guidance
   Current aware...
Research team

 Varied backgrounds
 Subject skills
   Economy, Finance Local Government
   Health and Social Affairs
 ...
Individual inquiries
                               Logged enquiries

2000                                                ...
Who asks?

   11,500 enquiries to SPICe 2006-07

   Other
   Public/                 MSP
                           13%
  ...
How do they ask?

        Letter
         0%

                     Personal
                       28%


Email
43%




   ...
How do MSPs ask?

          Letter
           0%


Email               Personal
 39%                  41%




        Tele...
How do local office staff ask?

           Letter   Personal
            0%         6%




   Email
    49%               ...
Challenges

 Unreasonable expectations
 Turnover in MSP staff
 Training and inductions
 Information currency
 Limited...
Trying to improve

 Customer focus, simplified
  message
 Marketing
 Open evening
 Members’ needs
 Local office needs...
Fact sheets and Research Briefings




http://www.scottish.parliament.uk/business/research/index.htm
Research Briefings




http://www.scottish.parliament.uk/business/research/date/index.htm
Bill Tracker




http://www.scottish.parliament.uk/business/bills/billsInProgress/currentbillstracker.htm
Committee Business Tracker




http://www.scottish.parliament.uk/business/committees/committeetracker.htm
Enquiries and Research Briefings
            Database
Enquiries and Research Briefings
            Database
Material for Debates
SPICe Insight
SPICe Insight
SPICe Insight
SPICe Insight
Podcasts




http://www.scottish.parliament.uk/vli/Podcasts/index.htm
Text service




http://www.scottish.parliament.uk/vli/publicInfo/textservice.htm
Constituency Maps and
                   Postcode Finder




http://www.scottish.parliament.uk/msp/membersPages/MSPAddress...
www.scottish.parliament.uk
spice@scottish.parliament.uk
0131 348 5300
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Scottish Parliament Information Centre (SPICe) tools and resources used in teh e-environment (by Paul Cannon)

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This presentation was a contribution to the ELISA Open Forum 2009. The theme of the Forum was "Libraries & Learning in the e-Environment". The presentation described the way that this information services uses the e-environment to give the best service possible to its clients operating in the ever changing political world.

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Scottish Parliament Information Centre (SPICe) tools and resources used in teh e-environment (by Paul Cannon)

  1. 1. 21st century digital services for parliamentarians Paul Cannon Information Assistant, SPICe 11 June 2009
  2. 2. Principles of the Scottish Parliament Key corporate principles:  Power sharing between the people, parliament and the executive  Accountable to the people of Scotland  Accessible, open, responsive and participative  Promote equal opportunities
  3. 3. Enquiry team  Confidential enquiry service  Parliamentary and MSP information  FOI and Data protection  Enquiries database
  4. 4. Information Management team  Modern information management  Collection, inc. Dewar collection  Document supply  Records management  Indexing and cataloguing  Book leasing
  5. 5. E-services team  Manage and edit intranet/website  Electronic resources  Training and guidance  Current awareness services  Web development project and innovation
  6. 6. Research team  Varied backgrounds  Subject skills  Economy, Finance Local Government  Health and Social Affairs  Justice  Parliament, Europe and Constitution  Planning, Rural Affairs, Environment and Transport
  7. 7. Individual inquiries Logged enquiries 2000 1751 1444 1424 1500 1281 992 999 1011 986 1000 773 859 500 0 6 7 8 2 3 4 0 1 5 9 /0 /0 /0 /0 /0 /0 /0 /0 /0 /0 01 02 03 04 05 06 07 99 00 08 19 20 20 20 20 20 20 20 20 20
  8. 8. Who asks? 11,500 enquiries to SPICe 2006-07 Other Public/ MSP 13% 12% Holyrood Staff MSP Staff SP 29% 36% Local office MSP Staff 10%
  9. 9. How do they ask? Letter 0% Personal 28% Email 43% Telephone 29%
  10. 10. How do MSPs ask? Letter 0% Email Personal 39% 41% Telephone 20%
  11. 11. How do local office staff ask? Letter Personal 0% 6% Email 49% Telephone 45%
  12. 12. Challenges  Unreasonable expectations  Turnover in MSP staff  Training and inductions  Information currency  Limited awareness of services and products  Not proactive enough  Technology  Consistent responses
  13. 13. Trying to improve  Customer focus, simplified message  Marketing  Open evening  Members’ needs  Local office needs  Training  New and improved online services
  14. 14. Fact sheets and Research Briefings http://www.scottish.parliament.uk/business/research/index.htm
  15. 15. Research Briefings http://www.scottish.parliament.uk/business/research/date/index.htm
  16. 16. Bill Tracker http://www.scottish.parliament.uk/business/bills/billsInProgress/currentbillstracker.htm
  17. 17. Committee Business Tracker http://www.scottish.parliament.uk/business/committees/committeetracker.htm
  18. 18. Enquiries and Research Briefings Database
  19. 19. Enquiries and Research Briefings Database
  20. 20. Material for Debates
  21. 21. SPICe Insight
  22. 22. SPICe Insight
  23. 23. SPICe Insight
  24. 24. SPICe Insight
  25. 25. Podcasts http://www.scottish.parliament.uk/vli/Podcasts/index.htm
  26. 26. Text service http://www.scottish.parliament.uk/vli/publicInfo/textservice.htm
  27. 27. Constituency Maps and Postcode Finder http://www.scottish.parliament.uk/msp/membersPages/MSPAddressPostcodeFinder.htm
  28. 28. www.scottish.parliament.uk spice@scottish.parliament.uk 0131 348 5300

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