Social Security Charter: measurement framework

Processes that work

Do processes work?

Processes work well

• X percentage of decisions deemed accurate from the first time/ x percentage of redeterminations upheld
• X percentage of clients paid on time from the first time/ x percentage of applications processed within x days
• X percentage of clients paid correct amount from the first time
• X of redeterminations were completed on time
• Call waiting times
• Examples of reasons for redetermination and why or why not decision was changed, examples of redetermination process from client and staff points of view
• X percentage of appeals upheld or rejected
• 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
• Positive and negative (if any) feedback from organisations who work with client groups on how they think the service is working 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

How accessible are services and places?

Services are accessible

• X percentage of clients said that application process was clear
• X percentage of Social Security Scotland documents are available on request in accessible formats
• X percentage of clients said that the application form asked only relevant questions
• X percentage of clients say staff adapted to enable them where they faced barriers to accessing services
• X percentage of clients said their application or enquiry was handled within a reasonable time frame
• X percentage of clients said their time was not wasted
• X percentage of clients that required extra support said they were referred to relevant support
• X percentage of clients said that staff addressed the communication barriers they faced
• X percentage of clients said they had an appropriate choice in how they communicated with the agency
• X percentage of clients said they had an appropriate choice of how the agency communicated with them
• X percentage of clients that challenge a decision who already have payments continue to receive their payments
• Examples of positive and negative (if any) experiences of accessibility (how clients were enabled) and Social Security Scotland action taken

Places are accessible and convenient

• X percentage of social security offices pass the accessibility checklist (Checklist to be agreed by disabled people with lived experience)
• X percentage of clients said it was convenient to get access to social security places and services

How is the face to face assessment process for benefits for disabled people (and people with health conditions) working for clients?

The face to face assessment process for benefits for disabled people (and people with health conditions) minimises stress for clients

• 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
• 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
• 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