Social Security Experience Panels: agency opening hours

Introduction

The Scottish Government will become responsible for 11 of the benefits currently delivered by the Department for Work and Pensions. As part of the work to prepare for this change, the Scottish Government have set up the Social Security Experience Panels. The Experience Panels are made up of over 2,400 people across Scotland who have recent experience of claiming at least one of the benefits that will be devolved to Scotland.

The Scottish Government is working with Experience Panel members to design a new social security system that works for the people of Scotland.

To deliver the benefits devolved to Scotland, the Scottish Government have established Social Security Scotland (the agency) - a new agency responsible for administering Scotland's new social security system. As part of the creation of this new agency, we will be working with Experience Panel members to ensure the agency understands their needs.

To inform our decisions on agency opening hours and contact methods, we have worked with Experience Panel members to learn what their expectations are for opening hours, when and how they contact and the agency and the reasons behind their views.