Welcome to the Client Panels Newsletter

In this eighth edition of our newsletter, we will be sharing some information about Client Panel members, providing information about our recent projects and reports, as well as updating on ongoing research. Thank you for your continued involvement and to everyone who has taken part in our research projects this year.

Our Client Panel members

• Information about who is on the Client Panel

Recent projects

• New letter design research
• SMS (text messaging) pilot

Recent reports

• Review (and Summary) of Charter Research findings

Outcomes from previous research

• Processing times messages testing
• Icons
• Benefits web pages
• Reasons for late applications

Ongoing research

• Satisfaction survey
• Staff and partner organisations survey

Information about our client panel members

As of 14 May, we had 12,247 members on our Client Panel. Below is a summary of some information about the Client Panel. (Please note that percentages will not add up to precisely 100% where we do not have complete information available).

In addition:

• <1% describe their gender identity in another way, 1% of members prefer not to say
• 1% self-identify as Transgender
• 60% are White British, 10% are Minority ethnic, and 8% are White Other
• 85% are heterosexual, 7% are gay/lesbian/bisexual, 6% prefer not to say, and <1% identify in another way
• 57% of members have a physical or mental health condition
• 6% of members have UK refugee status
• 6% of members have been in care

Recent projects

New letter design research

In March, the research team did a project with Client Panel members to gather their feedback on a new design of our letters. This new design has been created to reduce the number of pages we send out to clients as well as making information clearer and easier to understand. A standardised back page design has also been created which directs clients to how to contact us, and to web pages where they can find information on key parts of our service, such as reporting a change of circumstances or finding help with applications or payments.

As part of this research, we also sent a short survey to Client Panel members about their views on changes to elements of our letters, including the removal of a named person in the signature. The insights from this helped to support the findings from the research interviews.

The research took place with clients from Adult Disability Payment, Scottish Child Payment, Best Start Foods and Best Start Grant. The insights from this research have gone back to our Content Design team who will work on the next phase of redesigning our letters and improving the communications Social Security Scotland sends to clients.

SMS pilot

From February to April the research team continued its work around informing clients by SMS (text message) when Social Security Scotland would be calling them about their application. We tested different timeframes for when an incoming call would be expected. We also tested SMS messages informing clients of a missed phone call from Social Security Scotland.

Interviews took place with Adult Disability Payment client panel members, young adults, and staff. The insights showed that receiving an SMS at least one hour in advance of receiving a call gave clients time to prepare for the call. Insights also showed that shorter messages, with key information such as the telephone number, timeframe, and a recognisable sender name helped clients trust the SMS. As a result of this research, further changes to the SMS messages have been made and are currently being tested with more Adult Disability Payment clients.

The next phase will involve developing the SMS messages further to be used by more benefits. This work will improve clients’ experience of receiving a phone call from Social Security Scotland.

Recent reports

Our Charter review

In our last newsletter, we included information about research with the Client Panels to review Our Charter. A report setting out the findings from the research has now been published. Thank you to everyone who took part in the research.

You can read the report online here: https://www.gov.scot/publications/reviewing-charter-research-findings/

You can read a summary of the findings online here: https://www.gov.scot/publications/social-security-charter-research-findings-charter-review/

The aim of the research was to propose updates to the Charter, based on feedback and input from the panel members, Social Security Scotland staff and partner organisations who all took part in the review process. Overall, people who took part in the research said the Charter continued to reflect important values and priorities.

Findings showed that a key strength was how the Charter sets out clients’ rights and holds the Scottish Government and Social Security Scotland to account. However, some concerns were raised about how the Charter is delivered. There was some feedback that clients’ experiences didn’t always “match up”.

Proposed updates to the Charter include:

• A revised structure, to group together commitments related to similar themes and to break up commitments into new sub-sections to make it clearer how they will be delivered.
• Updated language to reflect words and phrases used by Social Security Scotland.
• The introduction of a small number of new commitments, particularly relating to what clients can expect when making an application.
• Updates to the wording of original commitments to provide more information about things like communication and support for clients.

The revised Charter was approved by the Scottish Parliament on Wednesday 26 June 2024.

Outcomes from previous research

Processing times messages testing

We previously interviewed Client Panel members to test some revised messages about disability application processing times. Insight from the research found that clients want messages that use clear and simple language. This information has now been used to revise the processing times messages that are sent to clients.

Icons

Previous research looked at the use of icons that could be recognised by clients. Based on user feedback changes were made to some of the icons. The final icons can now be found on communication materials and are part of an icon library that is used across Social Security Scotland.

Benefits web pages

We did research with Client Panel members about the online information Social Security Scotland provides on benefits. Through interviews, we asked clients’ views about this information. The research was used to restructure the main benefits web page. Performance analytics data show people using the website can now navigate more easily around the site.

Reasons for late applications

A survey was previously sent out to some panel members exploring the reasons for late benefit applications. The findings helped to inform the policy development process for the Social Security (Amendment) (Scotland) Bill. The Bill will make the Scottish social security system more efficient and effective.

Ongoing research

Annual Client Panel Survey 2023

1,182 client panel members took part in our first Annual Client Panel Survey during November/December 2023. The survey asked client panel members about several aspects of their experience with Social Security Scotland in the last 12 months. For example, the survey included questions about receiving recurring payments, contact with Social Security Scotland staff, and telling Social Security Scotland about a change in circumstances. The aim of the research is to identify aspects of client experience where things are working well or could be improved.

We are analysing the responses to the Annual Client Panel Survey 2023 and the findings will be published in a research report alongside Social Security Scotland's 2023-24 annual report and accounts.

Satisfaction Survey

We are also currently looking at clients’ comments in the Social Security Scotland Satisfaction Survey to understand their experience with Social Security Scotland over the past year. This will be published alongside Social Security Scotland's 2023-24 annual report and accounts.

Staff and Partner Organisations Survey

Lastly, we are looking at the results of surveys of Social Security Scotland staff and partner organisations. The results will be part of this year’s report on the  Charter Measurement Framework and will be published alongside Social Security Scotland's 2023-24 annual report and accounts. The Charter Measurement Framework is how we show whether Social Security Scotland is delivering on the commitments of Our Charter.

Contact us

If you want to leave the Client Panels

You can leave the Client Panels at any time. If you no longer want to take part, let us know by using details below in the contact us section.

Feedback and Suggestions

You can send us feedback and suggestions for this newsletter by using the contact details below.

Contact us

We’ll contact you using the details you’ve given us. If you prefer we contact you in another way, let us know and we’ll update our records. To do this or to let us know of any other relevant research related information, contact us:

• Online using our contact form www.mygov.scot/client-panels/contact-client-panel
• By freephone: 0800 029 4974
• You can ask for phone line language interpretation by calling 0800 029 4974. If you’re a British Sign Language (BSL) user, you can contact us by going to contactscotland-bsl.org. If you’re a text phone user, you can call us using the 18001 prefix.
• or by post: Insights Research, PO Box 10303, Dundee, DD1 9FY

If you have questions about your benefits

The Client Panels team do not have access to your case information and can’t give advice. You can contact a Social Security Scotland Client Advisor by:

• web chat: chat.socialsecurity.gov.scot/
• phone for free on 0800 182 222
• if you’re a British Sign Language user, you can use the contactSCOTLAND app to contact Social Security Scotland by video relay
• or post: Social Security Scotland, General Enquiries, PO Box 10301, Dundee, DD1 9FY