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Service Design

The services that we deliver are designed by the Social Security Programme. This is separate from our organisation and is part of the Scottish Government Social Security Directorate.

We work closely with colleagues from across Scottish Government Policy, the Social Security Programme, Chief Digital Office and Communities Analysis Division to make sure that we provide the best possible service for our clients.

Our service has been designed with the people who use it – our clients. The Scottish Government worked closely with our partners both in the public and third sectors, and also with our Experience Panel of around 2,000 citizens.

Social security policy and benefits will continue to be developed in this way to make sure that our service design reflects the needs of our clients and the wider Scottish public.

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