Publication - Research and analysis

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.

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

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