The Scottish Government will continue to work with the Experience Panels in the development of Scotland's new social security system. This will include further research on individual benefits in addition to cross-cutting work to assist in the development of Social Security Scotland.
The findings from this paper will be used to supplement Social Security Scotland's ongoing research into telephony and the client contact experience.
In particular, it will help us consider the way client's first contact the agency. More research will be carried out in future to consider the design and operation of the agencies telephony systems.