Publication - Research and analysis

Social Security Experience Panels: communicating by phone

Published: 24 Apr 2019
Directorate:
Social Security Directorate
Part of:
Research
ISBN:
9781787817531

This report considers client’s views on contacting Social Security Scotland by phone.

17 page PDF

323.6 kB

17 page PDF

323.6 kB

Contents
Social Security Experience Panels: communicating by phone
Introduction

17 page PDF

323.6 kB

Introduction

In July and August 2018, the Scottish Government carried out a survey and focus groups with Experience Panel members to understand why they would want to contact Social Security Scotland (the agency) by phone, their views on waiting times and automatic messages, and how we could make calling the agency easier for them.

We also asked Experience Panel members if they would ever want to apply for benefits using a paper application form.

161 Experience Panel members took part in this survey. The survey took place before phone lines for the agency had been opened.


Contact

Email: James.Miller@gov.Scot