Social Security Experience Panels: agency buildings
This report details the key themes from research into social security client expectations on agency buildings, facilities and privacy.
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Paper applications
Finally, we asked survey respondents if they would ever want to apply for a benefit using a paper application form.
Over four in ten said they would always apply by paper (44 per cent) and just under a third said they would apply by paper sometimes (32 per cent). A quarter of respondents (25 per cent) said they would never want to apply by paper.
Table 19: Respondent preferences on applying by paper (n=143)
| Preference | % |
|---|---|
| Would always by paper | 44 |
| Would sometimes apply by paper | 32 |
| Would never apply by paper | 25 |
| Total | 101 |
A chi-square test of association revealed that age[20] and desire to apply using a paper based form were significantly associated[21].
Just under a third of respondents under the age of 60 (32 per cent) said they would never want to apply with a paper form, however less than one in ten respondents aged over 60 said this (9 per cent).
The cross-tabulation of the data[22] as presented in Table 20 gives a broad indication of the the direction of association of age and desire to communicate through paper-based means, with the desire weakest amongst respondents aged between 25-44, and increasing with age.
Table 20: Cross-tabulation of age and desire to use paper-based applications
| % within age group | ||
|---|---|---|
| Age range | Wants to use paper-based applications | Does not want to use paper-based applications |
| 25 – 44 | 53 | 47 |
| 45 – 59 | 72 | 28 |
| 60 - 79 | 91 | 9 |
Contact
Email: James.Miller@gov.Scot
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