Social Security Experience Panels: fraud and error – report

This report summarises the results from eight focus groups with Experience Panel members, which asked how Social Security Scotland should approach fraud and error.

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Next steps

Insights from this research are informing decisions about how Social Security Scotland should identify and treat cases of genuine error and cases of attempted fraud. They are also informing decisions about how Social Security Scotland can take each individual client's circumstances into account to avoid putting anyone into hardship.

The findings from this work have also been used to help shape how Social Security Scotland communicates with its clients about fraud. In recent testing sessions, panel members were shown sample letters for fraud investigation that were being trialled by Scottish Government researchers. Panel members felt that the language and tone being used in the sample letters was less threatening and less likely to intimidate clients.

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 work to assist in the development of Social Security Scotland.



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