Making our application process more inclusive

We are committed to delivering a social security system that is inclusive and treats people with dignity fairness and respect. As part of this we are continuously developing our application forms, processes and the support we offer to increase accessibility. We do this by carrying out user research with people who have lived experience of the benefit system, people who communicate in different ways and relevant stakeholders across Scotland.

We received feedback that some of the interactive elements on our application forms were not fully accessible for some people. To improve this, we carried out work to make the form more accessible, especially for those who use assistive technology.

We previously added pictures to our Adult Disability Payment application forms. This change has been effective in clarifying information and questions. The result of this is that clients have a better understanding of what is being asked of them in the form and helps them to answer the questions.

Our clients, colleagues and stakeholders understand information and express themselves in different ways. To accommodate this, we provided different channels people can use to contact us in a way that suits them. We can make our written communications available in other languages and formats such as Braille and Easy-Read.

We also provide in-person support to people who need it when applying for our benefits at a place and time that suits them. We have specially trained advisors based in every local council area across Scotland. They support clients with appointments at home or in local community venues or by telephone or video call.

Our telephony service is a crucial communication channel for many of our clients. We want to make sure that people contacting us by phone have as few barriers as possible. This means that, if needed, people can request an interpreter and in some cases, can have someone else speak on their behalf. We also offer the option to contact us through webchat. This can help people who struggle with verbal communication or have difficulties hearing on the phone.

Our Inclusive Communication Team also continue to work daily with colleagues and stakeholders with lived experience to embed inclusive communication in all work across Social Security Scotland. Some of our key goals are outlined in our Inclusive Communication Action Plan.