Case Study: Improvement Service achieves centralized risk management with Citicus ONE

Improvement Service - Customer Case Study

The Improvement Service, supporting 274,000 employees across 32 Scottish local authorities, needed a better way to manage risk across the Customer First Programme, which handles millions of personal data records. As complexity grew across multiple systems and organizations, the team wanted a centralized, consistent framework to identify, monitor, and compare risks while protecting sensitive public-sector information. Citicus and its web-based risk and compliance platform, Citicus ONE, were selected for a pilot to address this challenge.

Citicus implemented Citicus ONE to provide a standard risk assessment framework, centralized risk storage, and reporting tools such as heat maps, dashboards, and detailed risk maps. The solution gave the Improvement Service a single, informed view of risk across key programme areas, improved compliance management, supported mitigation planning, and strengthened risk culture. It also proved flexible enough to add new risk areas and standards, helping the organization expand risk management to the Customer Service Professional initiative.

Improvement Service

Tom McHugh

Customer First’s Programme Manager