Publication - Progress report
Social Security Charter measurement framework: co-design process
The process we undertook to co-develop a measurement framework that will show how well we are preforming against the Social Security Charter.
Annex C – All data sources
| Year Published: 2020 | |||
|---|---|---|---|
| Charter Section | Measure | Source | |
| A People’s Service | 1. X percentage of clients said they were treated with kindness | All clients survey | |
| 2. X percentage of clients said they felt trusted by staff | All clients survey | ||
| 3. X percentage of clients said staff listened to them | All clients survey | ||
| 4. X percentage of clients said they felt staff did all they could to make them feel comfortable | All clients survey | ||
| 5. Examples of treatment that made clients feel comfortable, kindness, trust, listening AND examples of treatment that was less so AND Social Security action taken | All client survey Research with Social Security Scotland managers |
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| 6. X percentage of clients said staff did NOT discriminate against them | All clients survey | ||
| 7. X percentage of clients who experienced discrimination said they felt able to challenge it | All clients survey | ||
| 8. X percentage of clients who felt discriminated against that did challenge that discrimination | All clients survey | ||
| 9. Examples of good practice AND examples of discrimination (if any) AND Social Security Scotland action taken | All clients survey Research with Social Security Scotland managers |
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| 10. X percentage of clients said they were kept updated | All clients survey | ||
| 11. X percentage of clients said they thought the decision was accurate from the first time | All clients survey | ||
| 12. X percentage of clients said they were paid when Social Security Scotland told them they would be paid from the first time | All clients survey | ||
| 13. X percentage of clients said they were paid the amount Social Security Scotland told them they would get from the first time | All clients survey | ||
| 15. X percentage of clients said the decision was explained so that they understood it | All clients survey | ||
| 16. X percentage of clients (who disagreed with a decision) said they felt able to challenge it | All clients survey | ||
| 17. Examples of when staff were knowledgeable, of how they explained decisions well, of clients feeling able to challenge AND examples of not understanding decisions, examples of why clients felt unable to challenge AND Social Security Scotland action taken | All clients survey | ||
| 18. X percentage of staff said their knowledge of social security in Scotland was good | Proxy source from People survey Q B 29 x percentage of staff said they get the information they need to do their job well |
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| 19. X percentage of staff said they knew about a range of advice and advocacy[i] services that were convenient for clients | Additional staff research | ||
| 20. X percentage of staff said they knew how to refer people to advice and advocacy services | Additional staff research | ||
| 21. X percentage of staff said they knew enough about the appeals process to explain it clearly to clients | Additional staff research | ||
| 22. X percentage of staff said they were confident that they could deliver a service without discrimination | Additional staff research | ||
| 23. X percentage of staff said they understand client needs | Proxy source from People survey Block 13 Q 1. x percentage of staff said they understand their customers'/service users' needs |
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| 24. Examples of knowledge (including knowledge of how not to discriminate) and training AND examples of more support needed by staff AND Social Security Scotland action taken | Additional staff research Research with Social Security Scotland managers |
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| 25. X percentage of staff said they had the tools they needed to do their job well | Two Proxy sources from People survey Q B32 x percentage of staff said they had the tools that they need to do their job effectively and B31 x percentage of staff said they had the skills they needed to do their job effectively |
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| 26. X percentage of staff said they had good support from their line manager | Two Proxy sources from People Survey Block 6 Q3 x percentage of staff said their manager created a positive atmosphere at work which supports their health and wellbeing Block 9 Q 2 x percentage of managers said they felt adequately supported to deliver their responsibilities |
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| 27. X percentage of staff said they would speak up if they saw issues in the Agency | Proxy source from People survey Q B46 x percentage of staff think it is safe to challenge the way things are done in the organisation B56 x percentage of staff said people are encouraged to speak up when they identify a serious delivery risk |
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| 28. X percentage of staff say they feel confident to deliver a service that reflects the values of a human rights based system as set out in our Charter | Additional staff research | ||
| 29. Examples of good support for staff and staff confidence AND examples of any additional staff needs, and why, those who do, lack confidence AND Social Security Scotland action taken | Additional staff research Research with Social Security Scotland managers |
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| Processes that work | 3. X percentage of clients paid correct amount from the first time | Under and over payments as recorded in Social Security Scotland management information | |
| 6. Examples of reasons for redetermination and why or why not decision was changed, examples of redetermination process from client and staff points of view | Clerical data from client experience team Additional client research Research with Social Security Scotland managers |
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| 8. Examples of reasons for appeals and why or why not upheld, examples of appeals process for positive and negative (if any) outcomes AND Social Security Scotland action taken | Clerical data from client experience team Additional client research Research with Social Security Scotland managers |
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| 9. Positive AND negative (if any) feedback from organisations who work with client groups on how they think the service is working AND Social Security Scotland action taken | Research with stakeholder organisations Research with Social Security Scotland managers |
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| 10. X percentage of clients said that application process was clear | All clients survey | ||
| 11. X percentage of Social Security Scotland documents are available on request in accessible formats | Document analysis Research with Social Security Scotland managers |
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| 12. X percentage of clients said that the application form asked only relevant questions | All clients survey | ||
| 13. X percentage of clients say staff adapted to enable them where they faced barriers to accessing services | All clients survey | ||
| 14. X percentage of clients said their application or enquiry was handled within a reasonable time frame | All clients survey | ||
| 15. X percentage of clients said their time was not wasted | All clients survey | ||
| 16. X percentage of clients that required extra support said they were referred to relevant support | All clients survey (clients who required extra support) | ||
| 17. X percentage of clients said that staff addressed the communication barriers they faced | All clients survey (clients who faced communication barriers) | ||
| 18. X percentage of clients said they had an appropriate choice in how they communicated with the agency | All clients survey | ||
| A learning system | 2. Examples of You said: We did | Research with Social Security Scotland managers | |
| 4. Examples of acknowledgment of mistakes | Research with Social Security Scotland managers | ||
| 5. Qualitative evidence on client experience of the feedback process | All clients survey Additional client research (with those who have experience of the feedback process) |
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| 6. Qualitative evidence on client experience of the complaints process | All clients survey Additional client research (with those who have experience of the complaints process) |
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| 14. Qualitative evidence on client involvement in testing processes | Experience panel research | ||
| 15. Qualitative evidence on client involvement in measuring effectiveness | Experience panel research | ||
| A better future | 1. Report of policy activities and intentions, drawn up and reviewed with feedback from stakeholders - formal advisory groups and independent organisations | Policy narrative produced by the Scottish Government | |
| 5. Evaluation programme drawing on the experience of those receiving benefits | Reports drawing on routine statistics, population surveys and commissioned work | ||
| Year Published: 2021 | |||
| A people’s service | 14. X percentage of clients said staff were knowledgeable about the social security system | All clients survey | |
| Processes that work | 19. X percentage of clients said they had an appropriate choice of how the agency communicated with them | All clients survey | |
| 20. X percentage of clients that challenge a decision who already have payments continue to receive their payments | All clients survey (clients who challenged a decision) | ||
| 21. Examples of positive AND negative (if any) experiences of accessibility (how clients were enabled) AND Social Security Scotland action taken | Additional client research with those who experience barriers | ||
| A learning system | 7. X percentage of clients said Social Security Scotland was an open organisation | All clients survey | |
| 8. X percentage of clients said Social Security Scotland was an honest organisation | All clients survey | ||
| 9. Organisations that support clients evidence on openness and honesty of Social Security Scotland | Research with stakeholder organisations | ||
| 10. Examples of openness and honesty, or otherwise (if applicable) | All clients survey Research with stakeholder organisations |
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| 11. X number of service level agreements in place with external partners | Document analysis Research with stakeholder organisations Research with Social Security Scotland managers |
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| 12. Qualitative evidence from organisations that work with clients on partnership working | Research with stakeholder organisations Research with Social Security Scotland managers |
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| 13. X percentage of staff had received training from clients | Additional staff research | ||
| A better future | 7. Evaluation of take-up activities implemented in the Benefit Take-up Strategy | Reports drawing on routine statistics, population surveys and commmissioned work | |
| Year Published: 2022 | |||
| Processes that work |
22. X percentage of social security offices pass the accessibility checklist | Checklist developed with disabled clients, EP members and stakeholders | |
| 23. X percentage of clients said it was convenient to get access to social security places and services | All clients survey | ||
| Year Published: 2023 | |||
| Processes that work | 24. X percentage of people who needed a face to face assessment for benefits for disabled people (and people with long term health conditions) said they felt the assessment was necessary because the information needed to find out if they were eligible was not otherwise accessible to Social Security Scotland | All clients survey (with those who had a face to face assessment for benefits for disabled people and people with long term health condition) | |
| 26. X percentage of people who had a face to face assessment for disabled people’s benefits said the assessment was carried out by appropriately qualified staff | All clients survey (with those who had a face to face assessment for benefits for disabled people and people with long term health condition) | ||
| 27. Case studies on all aspects of the assessment process and results of the process; Including in-depth assessment of how client wellbeing was protected and prioritised | Additional client research with those who had a face to face assessment for benefits for disabled people and people with long term health condition focussing on the protection of their wellbeing, Stakeholder organisations Research with Social Security Scotland managers |
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| A learning system | 1. Qualitative evidence on any additional support Social Security Scotland can put in place for clients | Research with Social Security Scotland managers | |
| Quarterly for all benefits as they are rolled-out | |||
| Processes that work | 1. X percentage of decisions deemed accurate from the first time | Proxy source from Social Security Scotland management information x percentage of redeterminations upheld |
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| 2. X percentage of clients paid on time from the first time | Proxy source from Social Security Scotland management information x percentage of claims were processed in 10 days or fewer |
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| 4. X of redeterminations were completed on time | Data published for Best Start Grant in Best Start Grant: high level statistics to 30 June 2019: Table 11 https://www2.gov.scot/Topics/Statistics/Browse/Social-Welfare/SocialSecurityforScotland | ||
| 7. X percentage of appeals upheld or rejected | Data published for Best Start Grant in Best Start Grant: high level statistics to 30 June 2019: Table 11 https://www2.gov.scot/Topics/Statistics/Browse/Social-Welfare/SocialSecurityforScotland | ||
| Quarterly | |||
| A learning system | 3. Staff diversity statistics | Data will be published from 10 September |
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| Annually | |||
| Processes that work | 5. Call waiting times | Data published in Social Security Scotland client and staff insights research findings for the period September 2018 to March 2019. https://www.gov.scot/publications/social-security-scotland-client-staff-insights-research-findings/ |
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| A better future | 4. Equality Budget Statement and Fairer Scotland Assessment | Produced by Scottish Government to accompany draft budget annually | |
| Ongoing | |||
| A better future | 2. Reports of experience panels, client surveys and co-production of the charter | Experience Panel Research, client insights work | |
| 3. Equality, Children’s Rights & Wellbeing, Fairer Scotland Impact Assessments for the Social Security Act and individual benefits | Produced by the Scottish Government during policy development process | ||
| 6. Estimated take-up reported under the Social Security Act. | Obligation on the Scottish Government to estimate take-up of implemented benefits with each Take-up Strategy | ||
Contact
Email: julie.guy@gov.scot
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