Introducing Digital Services

Laura Heggie, Head of Digital Services explains: "Over the last three years, we have been developing our approach to the delivery of our IT services through the Future of Digital and ICT Services (FICT) project.  

"Through this project, the Road to Multi-Source Strategy (R2MS) was approved and is being implemented. The aim of this is to gradually move from a single supplier of ICT services to a multi-source model, where different suppliers provide specific services, or 'service towers' as they are known. This new model started on 1 April 2025 and we now have two suppliers: CGI and Commsworld. CGI are responsible for providing four of the five service towers and Commsworld provide the fifth, which is Network Services.

"This also means changes to the role of our team - Strategic Information, Innovation and Technology Team (SIIT). As more suppliers come on board and start to provide services to us, our role becomes more complex in making sure contractual obligations are delivered, that Services and ALEOs are supported with their requirements, and that digital transformation is delivered successfully. So, to reflect our changing role our team will now be known as Digital Services. Your contacts within the team and how you interact with them will remain the same."

What does this mean for staff across the council family?

Under the R2MS, we are investing in service improvements, including those designed to enhance the user experience and provide greater insights into service delivery and satisfaction levels.

One of the first improvements is delivery of a new feedback tool called Customer Thermometer - this allows you to have your say and make sure your experience is heard when interacting with our IT services. 

This means that when users contact the Service Desk or use Service Now to raise a request or log an issue/ incident, once the matter is concluded, you will have an opportunity to share your experience. As is the case now, you will continue to receive an automated resolution email. This email will now include a short survey, allowing you to select the icon that best represents your experience. 

Digital Services will review this feedback to identify any action required and better understand the trends and wider opportunities for service improvement. Guidance on Service Now can be found here.

What's next?

Look out for further communications on new and improved tools and services - there are further announcements planned in the coming weeks.

If you would like further information on this, or on Digital Services, you can email DigitalServicesPMO@glasgow.gov.uk