1. What works in other parts of the coal-face? Elizabeth Fraser Communities Analytical Services (Housing Statistics)

2. What are the possible problems (and solutions)? Perspectives: frontline staff, IT staff, managers Communication and feedback (internal and external) Documentation Support Fixing problems RESOURCES!

3. City of Edinburgh Council Key stages –Looking at requirements and planning –Building new training database –Testing training version with staff –Amending in light of testing –Full training and roll out Supporting documentation –User guide –List of questions –Screen layout

9. Dumfries & Galloway Council Adopted PRINCE2 project management methodology to ensure effective engagement with IT colleagues Documentation –Comprehensive user acceptance testing strategy –Hyperlinked (improved) version of SG guidance notes On-going identification of problems and feedback with operational staff