Question reference: S6W-19872
- Asked by: Paul O'Kane, MSP for West Scotland, Scottish Labour
- Date lodged: 10 July 2023
-
Current status: Answered by Shirley-Anne Somerville on 28 July 2023
Question
To ask the Scottish Government what additional support measures have been implemented to address the reported significant telephone waiting times for people trying to contact Social Security Scotland.
Answer
Social Security Scotland listens to feedback from clients and continually evaluates call handling processes and systems.
The agency has made changes to the way in which they handle calls, including better real-time monitoring of call volumes to enable more efficient queue management and a simplified options menu that makes it easier for clients to connect with the correct agent to support or deal with their enquiry more quickly.