Insights research to date has involved the collection of routine management information, and directly asking clients and staff about their experiences. The following section outlines the methods used to collect insights data during the current reporting period.
4.1. Client Insights
To capture client interactions and experiences with Social Security Scotland processes and services at point of contact, research methods have been embedded in both telephony and online channels using embedded surveys.
4.1.1. Telephony – call data and general call experience
Management information is taken from the organisation’s telephony reporting system.
An automated survey mechanism is in place to gain insights from clients about how well telephony services are being received. Clients have the option of completing the survey following any telephone interaction (e.g. from general enquiry to benefit-specific contact). The focus for this survey is experience of the call.
Full telephony experience questions and response options are detailed in Annex A.
Clients’ immediate views and feelings on the process of applying for benefits, across telephone, online and paper applications have also been gathered. Given that any survey following the application process will occur at the end of this contact, it is important that the number of questions are kept to a minimum. Two client satisfaction questions have therefore been embedded within a questionnaire which clients have the option of completing at the end of applications, as standard.
Full application experience questions and response options are detailed in Annex B.
For clients applying via paper application, the questionnaire is included in their application pack, with a freepost envelope for returning both forms. For clients applying online, a link to the questionnaire is available at the end of the application. For clients applying over the telephone, a client advisor offers to take the client through the questionnaire over the phone, or to post it out to them.
In addition, clients have the opportunity of completing the automated telephony survey (described in section 4.1.1) following their phone call, which may be beneficial if the client has (for example) additional feedback about that call specifically and/or feedback that they do not wish to disclose to the client advisor directly.
4.2. Staff Insights
Workforce statistics for Social Security Scotland are now being published as official statistics. The latest publication for the period up to end June 2019 can be found here.