Scotland's Migration Service: early insights evaluation

5. EQ2: To what extent is SMS achieving its intended outcomes?

This chapter assesses early evidence in relation to EQ2 – to what extent SMS is achieving its intended outcomes. It also considers the following sub-questions:

• To what extent are different groups of migrants experiencing and being impacted by the service in different ways?
• Is there evidence to suggest that SMS makes it easier for migrants to move to Scotland and settle into their communities?
• Do the services provided help employers use the immigration system more effectively and efficiently? Does the service assist employers in meeting their skills and labour needs?
• To what extent do experiences of the service vary according to the type of employer using the service?

The data limitations set out in chapter 3 mean it is not possible to fully answer the above questions, and not possible to consider long-term impact given the full service had not yet been operational for longer than a year at the time of evaluation. However, this chapter is able to provide preliminary evidence on the extent to which the service has provided advice and support which meets migrants’ needs.

Analysis presented in this chapter draws from appointment records, key performance indicators, web analytics data, as well as quantitative accounts of migrant and employer experiences. These sources have been described in more detail in Chapter 3 of this report. As previously noted, the data on service engagement presented in SMS’ quarterly data publications may differ to the data presented in this early insights evaluation due to changes in available data.

Delivery of one-to-one advice appointments for migrants

Analysis from appointments records examining the characteristics of migrants attending CAS appointments is summarised in Table 2. Missing data, in particular for the age, sex and ethnicity of appointment attendees, made it difficult to assess the diversity of the user population and in turn how experiences of the service may have differed across different types of service user.

As shown in Table 2, at the time of their appointment, the majority (79%) of migrant users were considered ‘post-movers’ (i.e. currently living in Scotland), and over two-thirds of appointments were with users aged between 25 and 44. Appointments were booked by individuals with a wide range of nationalities, representing 92 countries, with a particularly high number of individuals whose nationality was Nigerian (20%), Indian (13%) or American (13%).

Table 3. Characteristics of 753 migrants attending CAS advice appointments

Appointment attendees’ experiences of SMS

Key Performance Indicators

Using the small number (n= 24) of user feedback surveys completed by migrants directly after attending appointments, monthly KPI scores were calculated for the service from January 2025 onwards, with KPIs typically based on 2-3 user feedback surveys per month. ^[41] Given this small size (representing around 3% of users), the following findings are limited in both in reliability and meaningfulness and should be considered with caution. In particular, it should be noted that the small number of user feedback surveys submitted each month meant that KPI scores were susceptible to being significantly skewed by one particularly positive or negative user feedback form. Conclusions based on the following data cannot be generalised to the wider user base.

The average monthly scores for KPIs are presented in Table 3 and details of how KPIs were calculated is provided in Annex B.

The monitoring and evaluation strategy for the service specified that the service would be considered to operate as intended if each KPI was associated with a monthly score of 80% of greater. As shown in Table 3, only one KPI (% of users who found it easy to understand the advice provided) exceeded this benchmark, though two others (users of the digital platform who found it easy to understand the content provided, and users of the digital platform who reported finding the digital platform easy to navigate) were close to meeting this target.

Qualitative accounts of migrants’ experiences of SMS

Initial engagement with SMS and booking appointments

While the majority of appointment attendees booked their appointments through SMS migrant platform, around 20% of migrants arrived at appointments having previously walked into a CAS bureau, or by contacting CAS through a central email address or phone number. Evidence from the qualitative research indicated that some migrants who approached CAS in this way for migration advice experienced significant delays in speaking to an adviser. For example, one individual interviewed commented that:

“[The] service in general…wasn’t what I expected... At the beginning, the longevity of the waiting list, 8 working weeks to get an answer – not easy. Especially people who need an answer in a few days…by the time [CAS] got back to me I’d already spoken to solicitor”

These waiting times were not associated with accessing the service through the online SMS appointment booking page. As such, it may be beneficial to consider how migrants who approach CAS in person or via a central CAS email address or phone number for migration advice could be supported more quickly, as some users prefer face-to-face contact. This is particularly important as ‘walk-in’ users are likely to be more vulnerable or have more complex needs than SMS users who access the service through the online booking tool.

Quality of advice and support

A number of migrant users provided positive responses to open text questions in user feedback surveys, indicating that CAS advisers were knowledgeable, patient, and provided clear advice. One respondent who had booked an appointment to discuss their options after their study visa expired noted:

“Got very useful resources to help explore my visa options upon completion of my Master's”

Another respondent who was considering moving to Scotland, noted how the ease of use and helpfulness of the service was representative of their broader experiences of planning a move to Scotland:

“I am very used to the efficiency and ease of doing pretty much anything in Scotland and I was not surprised by how simple and helpful this process was for me.”

Two respondents mentioned that they were still waiting for follow-up information that an adviser was meant to provide post-appointment, and that this information was needed to consider their future options or to progress with a visa application.

A small number of those who were interviewed or filled out open-text questions in user feedback surveys indicated that they would have benefited from signposting towards other organisations (e.g. embassies) which could provide them with other surveys of support.

Impact on migrants’ ability to move to Scotland and settle into communities

Qualitative analysis found that advisers had been able to successfully support migrants with different needs, including those who were interested in relocating to Scotland, individuals looking to extend their visa, and those looking to change their current visa. In completing a feedback form on their experiences three months after their appointment, one service user wrote:

“[The adviser] I spoke to was very knowledgeable and that made all the difference, because I felt confident in making the switch from my current visa to my new one.”

There was also some evidence of service users who reported being able to act immediately on advice and applied to extend a family member’s the same day they received a follow-up email. For example, one service user commented:

“The service was amazing, and I felt really comfortable with the process of changing my Visa after the advice I received.”

Beyond this, the evaluation also found evidence of potential of broader personal impact of the service on users’ wellbeing. One service user commented that they hoped their appointment would alleviate the stress their family was experiencing in extending a visa:

“We were experiencing difficulties with extending my mother’s [visa]. Our hope was to find clear guidance and support to resolve the situation and make the process less stressful.”

Similarly, two service users commented that beyond finding the advice they received useful, they also felt that it had had an impact on their mental health and wellbeing, while another indicated they found the advice provided reassuring:

“Leave to remain is a big deal. I've been here 10 years and my life is here, so I want to make sure I get everything right. It's rather stressful and the process isn't always clear. I'm definitely less stressed and more confident now.”

“I was having quite bad panic attacks prior to my appointment. This had disrupted my daily life. Although my problem was not resolved, the appointment was helpful in speaking to a professional”

“I always get very concerned if I would be doing the right process, with the right documents. Talking to someone that knows the process inside out is incredibly helpful and reassuring.”

In a small number of cases, users did not report having positive experiences with the service. For example, one individual commented in a feedback form:

“The adviser was not informed and didn’t have much knowledge on the immigration services. [The adviser] had limited knowledge and mostly gave wrong information on the subject matter. Advisers need to broaden their knowledge and do personal research to be able to give the accurate and useful information needed at all times.”

In some cases, less positive experiences of the service were tied to external factors which neither CAS advisers nor the Scottish Government could control. For example, one user expressed frustration at the support they requested on securing a visa for their dependent, and felt disappointed that advisers could not help, due to current UK-wide visa restrictions:

“I had hard feelings because I’m reaching out to the government – through SMS – if I reach out to Scottish Government, surely they can help me and hear my issue? I had high hopes – SMS being linked to Scottish Government made me think they would do something.”

This quote is illustrative of one of the external factors constraining the success of the service noted in chapter 2, as immigration legislation is reserved to the UK Government. This finding may be indicative of a lack of awareness among some users of what powers are within the Scottish Government’s legal gift. Relatedly, some migrants indicated that while appointments had been helpful, it had not made it easier to move to or settle in Scotland:

“I was already aware, that it would not be very easy to settle in Scotland. The appointment confirmed that.”

Similarly, interviews with most of the migrants who had recently arrived in Scotland indicated that after their appointments they continued to have concerns linked to financial challenges, high salary thresholds for visa sponsorship and the costs associated with the immigration health surcharge (IHS)^[42].

Despite these barriers, most interview participants expressed a strong desire to stay in Scotland long term and some participants noted that their engagement with SMS had reinforced their decision to move to or settle in Scotland. Participants cited the kindness of people in Scotland, their positive experiences with local services, and the opportunities for their families as their main motivators for wanting to stay. One participant commented:

“Scotland has been a fresh start for me, one which I do not take for granted and am actively working towards contributing to the society to attempt to resettle here.”

While there were only limited details available on the specific next steps which migrants had taken after receiving support, notably, each of the five migrants who provided feedback 3-6 months after attending SMS appointments indicated that the service had helped them relocate to Scotland or settle into their community after relocating. While this is a small number of users, this is early evidence that that SMS has contributed to its longer-term outcomes of supporting migrants to move to Scotland and settle into communities.

Across those providing feedback, awareness that SMS was a Scottish Government service varied among users, though interview participants who were aware of this believed it added credibility to the service. One participant noted that the Scottish Government delivering such a service made them feel supported in their decision to settle in Scotland.

Summary

Across the evidence reviewed, there is preliminary evidence to suggest that overall, migrants had a positive experience of the service and found it to meet their needs. Furthermore, this early insights evaluation has found evidence that the service has supported at least five migrants to move to or settle in Scotland. Given the limited sample size of this evaluation, the true figure of migrants supported to move to or settle in Scotland may be much larger. It is also notable that the service itself was considered to have reinforced migrants’ positive feelings towards Scotland, with one participant in particular noting the fact it was a Scottish Government service made them feel supported in their decision settle in Scotland.

Delivery of One-to-One Advice Appointments for Employers and Investors

Table 4 presents an overview of the location, industry/sector and size of organisations who attended appointments with Seraphus. While one-to-one appointments with employers are primarily intended to support employers based in Scotland, and investor appointments are intended to support investors from abroad, as shown in Table 4, analysis indicated that the service held appointments with a small number of employers from outside of Scotland, and a small number of investors from within Scotland. These may be cases where investors had representatives in Scotland who attended appointments on their behalf, or where appointments were attended by representatives for employers primarily based outside of the UK, but which were already operating in Scotland.

In total, 146 one-to-one appointments were delivered to 82 employers and 29 investors between April 2024 and August 2025, with several employers and investors having multiple appointments. 44% of employers were based in Glasgow and Edinburgh, with 48% distributed across a wide range of locations in Scotland, and 7 employers based outside of Scotland. Analysis indicated that a greater number of appointments were held with small employers (with < 20 employees), than medium or large employers.

Table 5. Characteristics of Employers (n = 82) and Investors (n = 29) attending Seraphus advice appointments

*Represents countries from which 1 employer or investor attended an appointment with the service;

** Self-reported industries categories included in Seraphus records have been grouped here in line with ONS industry classifications 16a, with more detail on the sub-industries linked to these classifications available here;

*** includes individuals working in IT and telecommunications;

**** includes individuals working in law, accounting and research and development.

Appointment attendees’ experiences of SMS

Key Performance Indicators

Table 5 shows the average monthly KPI performance scores, which captured the extent to which employers and investors considered the service to be accessible and have met their needs. These KPIs are based on a 37 user feedback surveys from employers and investors. ⁴ While these feedback surveys were completed by around a quarter of employers and investors who had a one-to-one appointment with the service, some caution should still be taken in extrapolating findings and conclusions reported here to the wider user base. From the evidence available, KPI performance has so far been stronger for employers and investors compared to migrants.

Evidence in Table 5 indicates that employers who attended appointments with Seraphus felt that their needs were met, with only 2 out of 37 respondents indicating that the service was unable to meet their needs. Monthly KPI scores also indicate that overall, service users found it easy to navigate SMS’ online platform, to understand the content on the platform and to understand the advice provided in appointments. The lowest monthly score for a KPI was in March 2025, when only 50% of 10 users completing a user feedback survey found the information provided in their appointments easy to understand.

As with migrant KPIs, the monitoring and evaluation strategy for SMS specified that the service would be considered to operate as intended, if KPIs met a monthly benchmark of 80%. Table 5 shows that, on average, the employer and investor aspect of the service is meeting this benchmark.

Qualitative accounts of employer and investor experiences of SMS

Further evidence on employers’ and investors’ experiences of SMS was provided through responses to open text questions in user feedback surveys. More in-depth feedback was provided by two employers, who were interviewed to capture their perceptions of the service and the impact it had on their ability to use the immigration system to meet their needs.

Both employers interviewed represented NHS health boards in Scotland and had heard about the service through the NHS Centre for Workforce Supply which advertised both the webinar and appointment service to NHS boards across Scotland. Both also attended webinars before booking an appointment with Seraphus to discuss the complexities of their cases. Initially, these employers contacted Scotland’s Migration Service for advice on how to identify relevant occupation codes for visa applications, the salary thresholds linked to the Skilled Worker Visa, and support on navigating the Sponsorship Management System.

Findings from both user feedback surveys and interviews are summarised thematically below.

Quality of advice and support

Responses to open text questions in user feedback surveys were highly complimentary of the service, with a number of employers describing the advice they received as ‘informative’, ‘clear and concise’ and ‘reassuring’. Furthermore, this feedback was consistent across users with different needs, including those looking to learn more about sponsorship licenses or starting a new business in Scotland. Two employers responding to user feedback surveys commented:

“Their advice was clear and very helpful. It is so difficult to get advice on this and it made such a difference talking to someone who gave proper advice rather than trying find things out from websites”

“[the adviser was] knowledgeable, helpful, and patient. All of my questions were answered, and then some.”

Prior to attending a one-to-one appointment, one of the employers interviewed had attended a webinar on the Sponsor Management System, and indicated that while they had experience engaging with the system, they had learned a lot from the session. This individual also indicated that they found it easy to find the information they needed on SMS’ employer and investor platform.

Impact of support on employers

One respondent to the user feedback survey specifically praised the advisor they spoke to, indicating that the service had met their needs. This user wanted to learn more about supporting an employee switch to a different type of visa and commented:

“The service and advice provided by [the adviser] was perfect. [The adviser] took the time to understand our query, explain the Home Office guidance and enhance my knowledge to support with similar situations if encountered within our organisation.”

There was also evidence to suggest that the appointments helped employers feel more confident in recruiting internationally and complying with both sponsorship requirements and immigration law. More specifically, one employer responding to the user feedback form commented that:

“The appointment allowed me to ask specific questions that provided better understanding of aspects of the process. This was really helpful when submitting the skilled worker application.”

While both employers who were interviewed described having a positive experience with the service, this was not necessarily associated with positive outcomes. For example, one indicated that they were ultimately unable to recruit as intended, which they attributed to difficulties securing housing in a rural area for a prospective employee. However, both interviewed employers indicated that the support they received would be used to inform similar situations and scenarios in the future, and one had incorporated the advice provided into internal resources linked to international recruitment. One of the employers interviewed indicated that the only other way to have acquired this support was through paid legal advice, which was not an option in their situation, and mentioned that they planned to share the advice they received with others in the same industry.

From all of the feedback reviewed, one of the most significant outcomes was described by an inward investor who attended a one-to-one appointment:

“The consultation brought clarity to my plans and I registered a business in Scotland less than a month after the consultation, and the business is very promising. I will soon be reaching out again for consultation towards a sponsorship licence.”

This experience demonstrates positive early evidence of SMS supporting investment into Scotland. As is discussed in chapter 6, this is a potential high-value source of additional economic activity.

Overall, evidence from both interviews and user feedback surveys suggest that SMS has been successful in providing high quality and valuable support to employers, with the small number of employers included in the analysis for this evaluation describing broadly positive experiences.

Summary

There is early evidence to suggest overall positive experiences for both migrant and employer/investor groups, with needs being met. As of August 2025, the service had delivered 804 one-to-one appointments to 753 migrants, with CAS providing advice on a range of topics linked to visas, immigration, and reception needs. The service has also reached a significant number of employers and investors in Scotland and abroad in the same period. 82 employers and 29 investors attended 146 appointments with Seraphus and over 300 employers have attended a SMS webinar.

Qualitative evidence suggests that the service has helped at least a small number of both migrant and employer and investor users to navigate complex problems linked to the immigration system. This has included providing advice that has helped some migrants apply for or extend visas. Overall, both user groups had positive experiences of the service and its advisers, and there were at least five examples of the service supporting migrants to move to or settle in Scotland. The service itself was noted to support migrants’ positive feelings towards Scotland, with one participant in particular noting the fact it was a Scottish Government service made them feel supported in their decision settle in Scotland.

Qualitative evidence also illustrated how SMS was reported by migrant users to positively impact their wellbeing and mental health. Early qualitative evidence also indicates that the service helped at least two employers recruit and retain international talent, and one investor to register a business in Scotland.

There were also examples of less positive experiences, including occasions were migrant users felt CAS advisers were not knowledgeable enough, or situations where external factors such as UK Government immigration legislation affected the success of the service in meeting users’ needs.

It has not been possible to fully investigate the experiences of users and what impact the service has had. This is largely due to the limited data available. As discussed throughout this section, as evidence linked to the impact of the service is based on data and feedback from a small number of users, caution should be taken in extrapolating findings described here to the broader user base. The service has also not been operational long enough to assess its contribution to its longer-term outcomes in relation to relocation and settlement of migrants in Scotland. A follow-up evaluation is recommended to establish whether the findings of this evaluation are representative of SMS users as a whole as well as to investigate the longer-term impact of the service.