Social Security experience panels: others speaking to Social Security Scotland for clients - main report

Next steps

Insights from this research are informing decisions about how others will be able to speak to Social Security Scotland on behalf of a client.

They are informing decisions about how Social Security Scotland collects and stores the details of representatives (including those from organisations) speaking on behalf of a client. They are also shaping decisions about what client information is then able to be shared with representatives.

The findings from this work are also being used to provide guidance for Social Security Scotland staff. This guidance will help staff to have conversations with those who call Social Security Scotland on behalf of someone else. It will also help staff to be prepared for certain scenarios that involve another person speaking to Social Security on behalf of a client. For example, specific guidance now exists for staff that covers the scenario where a client is too ill to speak to Social Security Scotland and wishes somebody else to do so on their behalf.

How to access background or source data

The data collected for this social research publication:

☐ Are available in more detail through Scottish Neighbourhood Statistics

☒ May be made available on request, subject to consideration of legal and ethical factors. Please contact socialsecurityexperience@gov.scot further information.

☐ Cannot be made available by Scottish Government for further analysis as Scottish Government is not the data controller.