Accessible Vehicles Scheme: disability benefits evaluation

Conclusions and Recommendations

This chapter begins with a consideration of the delivery of the policy commitments, then summarises progress towards the short-, medium- and long-term outcomes described in the logic model. These are summarised in terms of what is working well and what are the challenges. It concludes with recommendations which have been identified from looking across the challenges described in the progress towards the short-, medium- and long-term outcomes.

Consideration of delivery of policy commitments

There are a number of policy commitments for the AVE Scheme which represent the improvements to the AVE Scheme from the original Motability Scheme that would be expected to be seen as the policy becomes established.

Highlights of progress toward outcomes

Short-term outcomes

What's working well?

• There is evidence that awareness of the AVE Scheme is increasing, with take up of the Scheme amongst new ADP and CDP applicants increasing over time.
• Members who transferred from a previous lease had a smooth transition.
• Members and non-members (who were aware of the Scheme) had a positive view of the Scheme, feeling it is good value for money and offers a good range of choice.
• There is evidence that the Scheme is meeting the mobility needs of members.
• Members felt they were treated with dignity, fairness, and respect in interactions with Social Security Scotland and dealers and providers.
• Providers felt the application process was efficient and received good support.

What are the challenges?

• There is a lack of awareness amongst eligible non-members, both of the Scheme itself but also of the change to the AVE Scheme.
• For non-members who were aware, there was some evidence of misunderstandings of the Scheme, for example: that it only provided cars; was only for older people or those with physical disabilities; that people who accessed the Scheme automatically gave up their entire CDP or ADP assistance, not just the mobility component, to pay for the vehicle or equipment; that the Scheme only provided adapted vehicles; and that the vehicle could only be used by the disabled person.
• For members, there was evidence of a perceived lack of choice of vehicles, especially with larger or wheelchair-accessible vehicles.
• Some members had had negative experiences with dealers, with some reporting that they seemed disinterested, or demonstrated a poor understanding of disabilities or health conditions.
• Some members highlighted the length of time they waited to receive their vehicle after placing an order. As mentioned in the commissioned research report (Annex A), while supply chain delays are an issue across the global motor industry that Social Security Scotland and Motability have no control over, they can still affect people's experiences of the Scheme.

• Providers felt that the accreditation process could be improved by offering more information, helping them plan for capacity, and simplifying terminology.

Medium-term outcomes

What's working well?

• There was evidence that the AVE Scheme was enhancing independence for disabled people and making it easier for them to complete journeys.
• There was also evidence that members felt that the Scheme was giving them a sense of freedom, and some suggestions that it was helping to improve wellbeing, through a reduction in stress but also enabling members to access opportunities that would otherwise be difficult such as hobbies and interests.
• There was some evidence for the Scheme enabling people to access or continue to access employment or education.
• Members generally trusted the Scheme, and there was evidence that they felt that the aims of the Scheme itself were embedded in principles of dignity, fairness, and respect.
• Generally, members had had positive dealings with dealers and providers.

What are the challenges?

• A small number of members identified some issues around servicing and customer care, such as accessing a dealer - specifically in rural areas – and tyre replacements.
• There was some concern from members about the implications of changing benefit entitlement on their ability to access the Scheme.
• Providers also had concerns about changing entitlement, for example being left with specialised equipment if a member's condition changed such that it was no longer suitable or the member ceased to be entitled to a qualifying benefit.

Long-term outcomes

What's working well?

• There is evidence of members' positive experiences with Social Security Scotland, and with the dealers and providers involved in the Scheme, which could contribute towards trust in public services.
• There is some evidence that suggests the AVE Scheme may be helping to bridge the mobility gap, such as an increase in take up of the Scheme, combined with members reporting improved mobility.

What are the challenges?

• More data is needed to evidence progress towards long-term outcomes.

• Trust in Social Security Scotland will take time to develop and will be impacted by a variety of interactions.

Recommendations and observations

The aim of this policy evaluation was to understand whether clients' and providers' experiences of the AVE Scheme are in line with policy commitments; to understand progress towards the short-, medium-, and long-term outcomes of the AVE Scheme; and to understand how the Scheme can be improved for clients and providers in order to ensure that the policy commitments are being implemented as intended.

The recommendations are around the policy commitments, and therefore for consideration by Scottish Government and Social Security Scotland. The observations are around the AVE Scheme in practice.

The recommendations and observations have been identified from looking across the challenges described in the progress towards the short-, medium- and long- term outcomes. They also align with those identified in the commissioned research, building on these with evidence from other sources.

Recommendations

1. Consider ways in which to increase the awareness of the Scheme for eligible non-members, including reviewing the communications that go out with the CDP and ADP award letters.

2. Consider ways in which to increase the knowledge around the Scheme for eligible non-members, particularly around eligibility, affordability, financial assistance, and the full range of equipment and package of services available.

3. Explore the possibility of further research focused on the types of vehicles and equipment that members or potential members would value, and compare this with what is available in the Scheme.

4. Consider ways to encourage more providers to apply for the Scheme and continue to work with potential providers to improve understanding of the accreditation process, especially around information provided, helping them plan for capacity, and simplifying terminology.

5. Strengthen evaluation of policy commitments, continue to consider the measurement and monitoring of long-term policy outcomes, especially around take-up, to ensure barriers are being addressed.

Observations

1. A small number of members identified some issues around servicing and customer care and the length of time they waited to receive their vehicle after placing an order. While supply chain delays are an issue across the global motor industry that Social Security Scotland and Motability have no control over, they can still affect people's experiences of the Scheme.

2. Some members had had negative experiences with dealers, with some reporting that they seemed disinterested, or demonstrated a poor understanding of disabilities or health conditions.

How to access background or source data

The data collected for this social research publication may be made available on request, subject to consideration of legal and ethical factors. Please contact socialresearch@gov.scot for further information.