Publications

This report presents findings from research carried out with Social Security Scotland clients, staff and partners in 2024. The research was designed to provide data for a range of measures in the 2023-24 Charter Measurement Framework. Alongside the Client Survey, it forms a key source of data on people’s experiences of Social Security Scotland. A summary version of the report is also available.

Our Charter is reviewed every five years. In 2023 it was reviewed for the first time. As part of the process to review the Charter, researchers and officials also revised the Charter Measurement Framework. This measures update is the new version of the framework. The research report outlines the findings underpinning the changes.

This report presents findings from the Annual Client Panels Survey 2023. The research was designed to gather insights from clients about aspects of their experience which (usually) happen after they receive a decision from Social Security Scotland, such as the experience of receiving recurring payments and reporting a change of circumstances.

This report presents findings from a survey carried out in 2023 about Social Security Scotland’s Local Delivery service. The survey includes questions on the full journey clients experience when using the service, from booking an appointment, having the appointment through to follow up afterwards.

Audit and Assurance Committee - 20 August 2024