Social Security Experience Panels: designing the benefits case transfer process

Introduction

In February 2019, the Scottish Government carried out a survey, individual and group interviews with Experience Panel members to understand their views on the case transfer process from DWP to Social Security Scotland. We also asked Experience Panels members what Social Security Scotland can do to make the transfer from DWP as stress free as possible.

This work was part of the Scottish Government's Social Security Experience Panel programme of research. The work will inform key decisions in the design of the case transfer process.

This report details the findings and key themes that emerged from this work.