Social Security Scotland – client and staff insights: research findings

1. Introduction

An insights research programme is being established in Social Security Scotland. The results from this programme will be used to continuously improve services.

While the research programme is designed over the course of the next year, some work has already begun, with staff being in place for Carer Allowance Supplement and Best Start Grant, and these benefits going live. 

To date, this has involved the collection of both routine monitoring and experience information. This is the second publication from the research programme, which reports on findings for the period September 2018 to March 2019. A previous publication can be found here.