Question reference: S6W-26934
- Date lodged: 19 April 2024
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Current status: Answered by Shirley-Anne Somerville on 2 May 2024
Question
To ask the Scottish Government for what reason Social Security Scotland staff reportedly do not work to timelines or key performance indicators, and what its position is on whether key performance indicators would help to improve the organisation’s efficiency.
Answer
Social Security Scotland is focused on making the right decision first time, whilst aiming to process all applications as quickly as possible.
Our Charter sets out a range of standards for our performance and each year we publish the Charter Measurement Framework to share how we are delivering against our Charter commitments. As part of this research, we invite feedback from our clients and stakeholders on our performance, through our annual client survey.
In addition, we have committed to processing Funeral Support Payment applications within 10 working days of receipt of a completed applications and to process Special Rules for Terminal Illness disability payment applications within seven working days.
All colleagues have agreed work objectives which are reviewed as part of our performance management process and are further supported to perform effectively through learning and development programmes. We also use system data and internal management information to promote continuous improvement.
We have for example taken extensive action to drive down processing times and have seen significant improvements. Latest published figures show that average processing times for Adult Disability Payment have fallen by almost 40%.