Social Security Experience Panels: communicating by phone

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


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.


Email: James.Miller@gov.Scot

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