Social Research
We conduct research with Social Security Scotland clients, staff and partner organisations. We do this to find what people’s experience of Social Security Scotland has been like. The research informs decisions about Social Security Scotland’s systems, processes and policies.
Client Survey
We conduct a survey of all clients who have received one or more payments. Here are all of our Client Survey publications to date:
Client Panels
The Client Panels are made up of clients who have agreed to take part in research with us. We run a programme of research with them to inform development and improvement of Social Security Scotland’s service. Here are our publications to date:
Annual Client Panels Survey 2023
Social Security Client Panels Research: Local Delivery Service
Report on Covid-19 research (on www.gov.scot website)
Covid-19 research: Summary of Findings (on www.gov.scot website)
Social Security Panels Research: Dundee and Glasgow Buildings
Social Security Panels Research: Buildings Summary
Social Security Client Panels Research: Web Chat Report
Social Security Client Panels Research: Web Chat Summary
Social Security Panels Research: Working Location of Staff Report
Social Security Panels Research: Working Location of Staff Summary
Social Security Panels Research: Opening Hours Report
Social Security Panels Research: Opening Hours Summary
Social Security Client Panels Members Feedback Survey
Some of our research projects were run jointly with the Scottish Government Experience Panels, which have now closed. More on the Experience Panels can be found on www.gov.scot on the Social Security Experience Panels page.
Panel members can find out more information at www.gov.scot on the Client Panels page.
Client Panels Newsletter
The Client Panels Newsletter provides updates about our research publications and ongoing projects. Here are all of our Client Panels newsletters to date:
Client Panels Newsletter: Issue 9 (May 2025)
Client Panels Newsletter: Issue 8 (September 2024)
Client Panels Newsletter: Issue 7 (January 2024)
Client Panels Newsletter: Issue 6 (June 2023)
Client Panels Newsletter: Issue 5 (March 2023)
Client Panels Newsletter: Issue 4 (December 2022)
Client Panels Newsletter: Issue 3 (July 2022)
Client Panels Newsletter: Issue 2 (February 2022)
Client Panels Newsletter: Issue 1 (October 2021)
Insights
When people complete application forms or call our helpline, we ask some questions about their experience.
Social Security Scotland - Insights Research Findings – April 2022 to March 2023
For previous years' Insights publications see:
Insights Research Findings – April 2021 to March 2022
Insights Research findings - April 2020 to March 2021
Social Security Scotland: insights research findings to March 2020 - gov.scot (www.gov.scot)
Charter Measurement
We fill out the Charter Measurement Framework each year. Here are the Charter Measurement Framework publications to date:
Measuring Our Charter 2023-2024
Measuring Our Charter 2022-2023
Measuring Our Charter 2021-2022
Measuring our Charter 2020-2021
Measuring Our Charter 2019-2020
The original Charter Measurement Framework for 2019-2024 containing only the list of measures can be found here: Measuring Our Charter
Our Charter is reviewed every five years. As part of the first review in 2023-24, the Charter Measurement Framework measures were also reviewed. Here is the new list of measures that will be used in the annual ‘Measuring Our Charter’ publications from 2024-2025 to 2029-2030: Charter Measurement Framework – Update for 2024-2029.
We also conduct research with Client Panel members, staff and partner organisations to gather information for the framework. Here are all of our Charter Research publications to date:
Charter Research 2021-2022 Report and Summary
Charter Research 2020-2021 Summary Report
Other Research
We also sometimes conduct research with staff, partner organisations and clients who aren’t in the Client Panels. Here are other research publications:
Corporate Plan research
Corporate Plan Summary of Findings
Fraud and Error
Social Security Scotland - Official Error in Scottish Child Payment: Pilot Review, March – May 2023
Enquiries
Please contact us at researchrequests@socialsecurity.gov.scot for further information on Social Security Scotland research.