Information

Social Security Charter: measurement framework

The Charter measurement framework document and a short user guide describing how the framework was made and how it will be used.

This document is part of a collection


A learning system

To what extent Social Security Scotland a learning organisation?

Social Security Scotland uses feedback to improve performance

  • Qualitative evidence on any additional support Social Security Scotland can put in place for clients
  • Examples of You said: We did
  • Staff diversity statistics
  • Examples of acknowledgment of mistakes
  • Qualitative evidence on client experience of the feedback process
  • Qualitative evidence on client experience of the complaints process

Clients and organisations that work with them see Social Security Scotland as a trustworthy organisation

  • X percentage of clients said Social Security Scotland was an open organisation
  • X percentage of clients said Social Security Scotland was an honest organisation
  • Organisations that support clients evidence on openness and honesty of Social Security Scotland
  • Examples of openness and honesty or otherwise (if applicable)

Social Security Scotland works well with other organisations

  • X number of service level agreements in place with external partners
  • Qualitative evidence from organisations that work with clients on partnership working

How is Social Security Scotland involving clients

Clients are involved in all areas of Social Security Scotland

  • X percentage of training packages delivered to staff are informed by clients
  • Qualitative evidence on client involvement in testing processes
  • Qualitative evidence on client involvement in measuring effectiveness

Contact

Email: julie.guy@gov.scot

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