Social Security Experience Panels: designing the benefits case transfer process

Case information to transfer

In interviews, we asked presented participants with the different types of information that Social Security Scotland may take over as part of a client's case transfer. We asked participants how they felt about Social Security Scotland taking over the different information types. We explained to participants that some information is essential for Social Security Scotland to take over as part of a clients case. This includes payment information, personal information (such as a client's address and contact information) and award information. All participants asked agreed that this information should be transferred as part of a clients case.

Application information

We asked participants how they felt about application information being transferred. This includes information given as part of an application including details about a client's condition, hospital details, health care professional details and care home details. Nearly all participants asked said they would be happy for Social Security Scotland to take over this information. Participants thought that transferring this information would be helpful to both the client and Social Security Scotland if it meant they would not have to fill out any more forms.

Assessment information

We asked participants how they would feel about Social Security Scotland taking over information from previous assessments. Participants' views were mixed on this. Some participants saw no problems with Social Security Scotland taking over this information and thought it would be better for Social Security Scotland to have all the information that DWP currently hold as part of a client's case. Some participants requested that Social Security Scotland staff view the contents of previous assesments with a critical eye if the information is to be transferred However, some participants thought that assessment information should not be taken over. The most common reason for this was that participants did not feel the information from their assessment was accurate or correct. Participants spoke of their previous experience of assessments with DWP and some said they would like a fresh start with Social Security Scotland.

Case management information

Participants were asked how they felt about Social Security Scotland taking over case management information as part of a case. Case management information includes all contact a client previously had with DWP. For example, calls made to the DWP, calls the DWP made to a client and letters sent to DWP.

Again, participants' views on Social Security Scotland taking over this information were mixed. Some participants wanted this to be transferred so that there was a fully comprehensive record of a client's circumstances. However, many particiapnts saw this information as irrelevant and questioned whether it would be needed. Similarly to assesment information, some participants also spoke of wanting a fresh start with Social Security Scotland and therefore didn't want this information transferred.

Information submitted for evidence

We asked participants their feelings on Social Security Scotland transferring information submitted for evidence as part of a case transfer. Information submitted for evidence includes documents that prove who you are like passports and birth certificates. It also includes evidence for applications, for example, letters from health care professionals.

The vast majority of participants said they would like Social Security Scotland to take over this information. The most common reason for saying this was that it would save a client having to re-gather and re-submit that information themselves. Participants talked about previous poor experiences with sending evidence to DWP. They explained that sending information was often expensive and on some occasions, the DWP had lost the information they submitted for evidence.