Social Security Charter Review: research findings

10. Phase one findings: Client Panels survey

This section sets out the findings from the survey completed by over 850 Client Panel members. Respondents were asked to select answers to a series of questions and also had the opportunity to leave comments about the purpose and content of the Charter. Findings have been brought together under three themes: awareness, purpose, and format. A summary of the findings and how they were used in the second phase of research is described in section 12.

10.1 Awareness of the Charter

Survey respondents were asked if they had ever heard of the Charter (Table 8.1).

Table 8.1: Had you ever heard of Our Charter? (n=858)

• No - 51% of respondents
• Yes - 33%
• Unsure - 16%

Just over half (51 per cent) said that hadn’t heard of the Charter. A third (33 per cent) said they had and around a fifth (16 per cent) were unsure. Respondents who said they had heard of the Charter were asked how they had become aware of it (Table 8.2).

Almost half (49 per cent) of respondents who had heard of the Charter said they received a leaflet with their award decision letter. Over a third (37 per cent) saw information about the Charter online. One in ten (10 per cent) had seen information about the Charter on social media. Those who became aware in another way mentioned other communication with Social Security Scotland, knowledge from their workplace, or participation in research.

Table 8.2: How did you become aware of Our Charter?* (n=283)

• I received a leaflet with my award decision letter - 49% of respondents
• I saw information about Our Charter online - 37%
• I saw information about Our Charter on social media - 10%
• I heard about Our Charter from a friend or family member - 8%
• I heard about Our Charter from a Social Security Scotland staff member - 7%
• I heard about Our Charter from a support organisation (for example a Welfare Rights Officer or from Citizens Advice Scotland) - 3%
• I saw Our Charter advertised in a building where I was meeting with a member of Social Security Scotland staff - 1%
• Another way - 7%

*Respondents could select multiple answers

Survey respondents who said they had heard of the Charter were asked how confident they felt that they would know how to raise an issue with Social Security Scotland or the Scottish Government if they felt their rights under the Charter were not being met (Table 8.3).

Table 8.3: How confident do you feel that you would know how to raise an issue if you did not feel that your rights were being met? (n=276)

• Very confident - 42% of respondents
• Confident - 36%
• Neutral - 14%
• Not very confident - 6%
• Not at all confident - 2%

Over three quarters (78 per cent) felt very confident or confident they would know how to raise an issue if they felt their rights weren’t being met. Less than one in ten (8 per cent) did not feel confident.

10.2 Communicating the Charter

Survey respondents were asked which options would be the most and least useful way to share information about the Charter (Table 8.4).

Table 8.4: The most useful way to share information about the Charter with clients (n=821)

• All clients are given a full version of Our Charter - 35% of respondents
• All clients are given a visual summary with images Our Charter - 29%
• All clients are given a written summary of Our Charter - 23%
• Our Charter is discussed with clients during phone calls, meetings or consultations, with copies available on request - 13%

Just over half (52 per cent) thought the most useful way was to give all clients a summary of Our Charter, either a visual summary with images (29 per cent) or a written summary (23 per cent). Around a third (35 per cent) thought a full version of Our Charter was the most useful for clients. Slightly more than one in ten (13 per cent) thought the most useful way to share information was to discuss Our Charter with clients during phone calls, meetings or consultations.

Respondents said which way they thought was most appropriate to give clients a copy of the Charter (Table 8.5). Over half (56 per cent) of respondents felt that the most appropriate way to give clients a copy of Our Charter was with every decision letter. Around a quarter (24 per cent) felt it was most appropriate to provide the Charter only when requested. A fifth (20 per cent) said a copy of Our Charter should be given out with every correspondence from Social Security Scotland.

Table 8.5: Which of the following do you feel would be the most appropriate way to give clients a copy of Our Charter? (n=850)

• A copy of Our Charter is given out with every decision letter - 56% of respondents
• A copy of Our Charter is given out when requested but not included in letters to clients as standard - 24%
• A copy of Our Charter is given out with every correspondence from Social Security Scotland - 20%

Survey respondents were asked where Social Security Scotland should tell people about Our Charter (Table 8.6).

Table 8.6: Where should Social Security Scotland tell people about Our Charter?* (n=840)

• On the Social Security Scotland website - 85% of respondents
• On the mygov.scot website - 74%
• Through other organisations that support people (such as Citizens Advice Scotland, Money Advice Scotland, or Local Authority Welfare Rights advice services) - 73%
• At Social Security Scotland buildings - 54%
• Through social media - 50%
• Another way - 6%

*Respondents could select multiple answers

The majority (85 per cent) said information about the Charter should be on the Social Security Scotland website. Around three quarters said on the mygov.scot website (74 per cent) and through organisations that support people (73 per cent). Over half (54 per cent) said information about the Charter should be available at Social Security Scotland buildings. A few respondents mentioned other ways to tell people about the Charter such as: advertising via newspapers, radio and TV, at community locations such as libraries and supermarkets, and from Social Security Scotland over the phone and through the post.

Some participants left comments about how and when the Charter is shared with clients. Ideas included sending a copy to clients and having information on the agency’s website. Ideas about length included providing clients with a short summary version with a longer more detailed version available for those who wish to read it.

“Should be accessible to anyone who wants to information without having to request it or wait for a decision letter. Should be sent to everyone, or a website.” Client survey respondent

“People generally don’t like reading pages of legal jargon. So keep it factual, brief and share a link to the full Charter.” Client survey respondent

10.3 Purpose of the Charter

Survey respondents were asked their thoughts on what the Social Security Charter should do (Table 8.7).

Table 8.7: What do you think the Social Security Charter should do?* (n=858)

• Let clients know what they can expect from the Scottish social security system - 90% of respondents
• Build trust between clients and Social Security Scotland - 72%
• Set out how the service should be delivered - 66%
• Encourage clients to provide feedback on their experiences - 65%
• Set a culture in Social Security Scotland that puts clients at the centre - 63%
• Push Social Security Scotland / Scottish Government to live up to its values - 60%
• Let staff know how they should treat clients - 56%
• Hold Social Security Scotland to account - 51%

*Respondents could select multiple answers

Participants were given a list of eight purposes and asked to say which they thought the Charter should do. Each of the options received support from at least half of respondents. There was strong support for the Charter to let clients know what they can expect from the Scottish social security system (90 per cent) and how the service should be delivered (66 per cent).

Purposes related to culture also received support from respondents. Almost three quarters (72 per cent) said the Charter should built trust between clients and Social Security Scotland. Around two thirds (63 per cent) said the Charter should set a culture in Social Security Scotland that puts clients at the centre.

More than half of respondents said the Charter should push Social Security Scotland and the Scottish Government to live up to its values (60 per cent) and hold Social Security Scotland to account (51 per cent).

Respondents said how important different aspects of the Charter were to them (Table 8.8).

Table 8.8: Important aspects of the Charter (n=838-857)

• Our Charter accurately reflects how Social Security Scotland works
  • Very important/ mportant - 97%
  • Not so important - 1%
  • No strong view - 2%
• Clients know how to challenge Social Security Scotland / Scottish Government if they do not think their rights described in Our Charter are being met
  • Very important/ mportant - 96%
  • Not so important - 0%
  • No strong view - 4%
• Clients are aware of Our Charter
  • Very important/ mportant - 94%
  • Not so important - 1%
  • No strong view - 5%

Almost all respondents said it was important that the Charter reflects how Social Security Scotland works (97 per cent). Almost all also said it was important that clients are aware (94 per cent) of the Charter and know what to do if their rights aren’t met (96 per cent).

Respondents ranked a list of seven themes in order of importance for the Charter to cover in the future (Table 8.9).

Table 8.9: Which theme is the most important going forward? (n=807-850)

1. How you are treated and supported as a client

2. What staff are like, including their knowledge and expected behavior

3. How new parts of the system are designed

4. How we learn and improve our services

5. What the process looks like from application through to payment

6. What happens when you disagree with us

7. How we set an example and influence others (for example, challenging stigma)

Scores were assigned to each response to produce a ranking. Respondents said the most important theme for the Charter to cover was how clients are treated and supported. Second, respondents said it was important that the Charter sets out what staff are like. How new parts of the social security system are designed and how learning is used to improve services were ranked in the middle of the list. Ranked as the least important was how the Scottish Government and Social Security Scotland influence others for example, by challenging stigma.

In comments left by respondents, some left feedback about their experience with Social Security Scotland. Some said they felt their experience did not align with the commitments set out in the Charter. Timescales and the importance of updates were recurring themes in the comments. A few respondents said they had experienced long waits to receive an outcome on their application or to speak to Social Security Scotland over the phone. Respondents said the Charter should give clients information on how long they should expect to wait for decisions. Respondents also said updates on the progress of their application were important, including updates if there were delays and when to get in touch with Social Security Scotland.

“It’s all very well sending out the Charter but it does not match what I've experienced with the new Adult Disability Payment. Staff need more training and time processing applications is far too long as well as getting through on the phone. Don't feel valued, more humiliation and frustration.” Client survey respondent

“Providing clients with regular updates, starting with an email/letter/text that confirms receipt of application and it is also important to provide clients with a timeframe on how long it could take to process applications, in particular it is important to inform clients of any delays that might be incurred due to the number of applications that are currently being processed. Be open and transparent as possible.” Client survey respondent

“[Include a] timeline as this ‘we will get back to you’ reply is annoying. There should be a ‘if you no heard from us in so many weeks please phone us’.” Client survey respondent

Another theme among the comments was accountability, meaning how Social Security Scotland and the Scottish Government are performing against the commitments in the Charter. Respondents said the Charter should include information about how the commitments are being met and some said it should also provide information for clients to provide feedback.

“…how it will be monitored, measured and reported against performance.

How do you ensure its not another paper / tick box exercise.” Client survey respondent

“I don't think that the parts about what to do if you are dissatisfied are clear enough, there should be an easy to use route to discuss problems and have them resolved.” Client survey respondent

Another important theme was about culture and the role of the Charter in setting out that clients should be treated with dignity, fairness and respect.

“That everyone has value and everyone should be treated equally and with respect and dignity at all times.” Client survey respondent

“To view clients with compassion and empathy most especially the most vulnerable.” Client survey respondent

10.4 Format of the Charter

Survey respondents were asked what was most important in terms of the level of detail in the Charter and the length of the Charter document (Table 8.10).

Table 8.10: Views on the length of the Charter (n=846)

• The full version of Our Charter is thorough / detailed, even if that makes it longer, with a short summary available - 38% of respondents
• Finding something in the middle - 32%
• The full version of Our Charter is short / concise - 30%

Responses were fairly evenly split. Slightly more than a third (38 per cent) of respondents said that it was important that the full version of the Our Charter was detailed, even if this meant a longer document. Around a third said that finding something in the middle (32 per cent) was important. Just slightly less said it was most important that the full version of Our Charter is short (30 per cent).

Survey respondents were asked what type of documents they would be likely to read if they wanted to know about Our Charter (Table 8.11).

Table 8.11: In practice, what type of documents would you be likely to read if you wanted to know about Our Charter?* (n=829)

• A visual summary (a document which uses images as well as writing to give information) - 57% of respondents
• Up to 5 pages of writing - 48%
• One page of writing - 41%
• Documents in alternative formats (e.g. large print, Braille, alternative languages) - 33%
• 5-10 pages of writing - 13%
• 10-15 pages of writing - 4%
• 15-20 pages of writing - 4%

*Respondents could choose multiple answers

Over half (57 per cent) said they would likely read a visual summary and just under half (48 per cent) said they would be likely to read a document of up to 5 pages of writing. Respondents were less likely to read longer documents; around one in ten (13 per cent) said they would read 5-10 pages of writing and only 4% said they would read a document longer than 10 pages.

In their comments, respondents mentioned several important aspects of the format of the Charter. Respondents said it was important the Charter was written in plain English to ensure it was easy to read and understand. Some respondents said visual elements such as images and icons could help clients engage with the content of the Charter.

“Clear and concise. Clear and simple language used to ensure everyone understands content.” Client survey respondent

“The Charter should be easy to read, I find with visuals to look at people tend to retain the information more. Be honest and concise.” Client survey respondent

A few comments highlighted that the language used in the Charter should be specific and avoid vague, unclear statements.

“The language in the Charter should be as specific as possible, with zero room for multiple interpretations and vagueness.” Client survey respondent

“If it can't summarise the rights and responsibilities of both citizen and government and provide a simple, supported framework to challenge and uphold its aims, then it won't be very valuable…if it's bland and full of vague verbiage, maybe think again.” Client survey respondent

Comments also included suggestions for further explanation of terms used in the Charter and links to information about other forms of support for clients.

“A glossary.” Client survey respondent

“Links to the other sources of help and advice that are mentioned in the Charter should be clearer.” Client survey respondent