The award recognises efficiency work which has seen dramatic improvements in performance including average complaint journey times almost halved, some adjudication moving onto an online app, and improved customer service in dealing with issues such as premature complaints.

This was all achieved by the SLCC fully deploying an agile project management approach across its operations. The SLCC’s submission also highlighted how adopting this approach has engaged staff across the business in being leaders of change, aided the SLCC’s Covid-19 response, and supported a reduction in fees for those who fund its services.

The SLCC’s work was shortlisted alongside NHS Greater Glasgow and Clyde’s implementation of the Hospital Electronic Prescribing and Medicines Administration system and the Improvement Service’s role in delivering the Early Learning and Childcare Expansion to 1140 hours.

Neil Stevenson, chief executive of the SLCC, said: “I’d like to thank all staff for their incredible work to deliver these results. Change is tough, and we all probably had moments of frustration, but we were determined to prove we are an efficient, agile, and fair regulatory organisation focussed on those who use our services.

“We want to deliver value to the sector and users of legal services, and this work has aided that. Our Board also played a key role, empowering management and increasing risk appetite for change. Finally I’d thank our colleagues in the Scottish government justice team and our minister, Ash Regan, for their support on our journey.”