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Chamber and committees

Official Report: search what was said in Parliament

The Official Report is a written record of public meetings of the Parliament and committees.  

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Dates of parliamentary sessions
  1. Session 1: 12 May 1999 to 31 March 2003
  2. Session 2: 7 May 2003 to 2 April 2007
  3. Session 3: 9 May 2007 to 22 March 2011
  4. Session 4: 11 May 2011 to 23 March 2016
  5. Session 5: 12 May 2016 to 5 May 2021
  6. Current session: 12 May 2021 to 26 June 2025
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Displaying 2045 contributions

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Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

So it would be a matter of picking up the phone and speaking to the service user or contacting Social Security Scotland to find out whether there is something else going on.

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

I sometimes think that organisations cannot win. Erica Young from Citizens Advice Scotland was an excellent witness and made some really good points. She said that

“people get an overwhelming amount of paperwork”.—[Official Report, Social Justice and Social Security Committee, 28 March 2024; c 16.]

She also said, in her written submission, that communications from the tribunals service can be “vague and sparse”. So people can be overwhelmed with information and paperwork, but the information might be sparse at some level. It must be really difficult to get the balance right, for both the tribunals service and Social Security Scotland, so that they do not overwhelm people with information but ensure that they are suitably informed. How do those organisations get that balance right?

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

I am not trying to create an issue that does not exist, and the portal sounds like an excellent idea. By definition, however, there could be lots of information in the portal and it is a matter of navigating through it. Is assistance available for that? Once you publicise the portal a bit more, how would you support clients in navigating their way through it?

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

Good morning, everyone.

Technology is a wonderful thing—it got us through Covid-19, because it allowed us to continue to operate. There is a role for online platforms in dealing with clients, applicants, people who are appealing and so on. My question is for both organisations. To what extent do you use online platforms for various activities? A lot of people do not feel comfortable online. How do you support such people to be more comfortable and relaxed? What alternatives do you offer if it becomes evident that the online approach is not appropriate?

We will not start with Gayle Devlin on this occasion. Lesley or Tim—do you want to come in?

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

That is helpful. My final question might be rhetorical, or you can write back to the committee or update us at a future date. The portal sounds great, but when people are phoning up and asking for advice, details and information, the easy reply for busy staff might in the future be to say, “It’s all in the portal—just go to the portal.” You could lose a bit of human contact. I am not trying to create a problem that is not there, but it is self-evident that “It’s all in the portal” would be a pithy thing for a busy person on the telephone in an office to say in reply. Of course, the portal should be the first port of call, but it should not be the default over human contact.

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

I have a brief question. It was positive that you confirmed that the appellant can request telephone, videoconference or in-person meetings. Do you anticipate that there will be longer waits for an appellant who requests an in-person hearing? By definition, getting folk on the telephone or on the computer will be speedier than getting them all in the same venue. I appreciate that there may be a slightly longer wait for an in-person hearing, but I would like to make sure that it is not a prolonged wait. That could marshal people into making a choice that was not really what they would have wanted, just so that the matter can be disposed of more speedily. Can you give me any reassurance on that?

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

I appreciate that and that arranging an in-person sitting will take longer. It will be important to make sure that the appellant can make an informed choice and that you monitor how long it takes to get an in-person sitting. I do not think that we should have targets for targets’ sake, but, if the system is resourced appropriately, the wait should be reasonable and not prolonged. However, I suppose that, at the moment, it is just too early to work that out.

Social Justice and Social Security Committee

Social Security Scotland

Meeting date: 25 April 2024

Bob Doris

That is reasonable. Thank you.

Net Zero, Energy and Transport Committee

Climate Change Committee’s Review of Scottish Emissions Targets and Progress Report 2023

Meeting date: 23 April 2024

Bob Doris

The cabinet secretary has spoken about a four-nations approach. We need to work together in this area. I am conscious that the committee is here to scrutinise the Scottish Government, but does the Climate Change Committee map such policy divergence, or differences in the pace or tone of policy? Is there anything that sits in one place that we can use to analyse the interaction between UK policy and Scottish policy to see what the impact has been on Scotland meeting its targets, so that, as a committee, we can get a better idea of where we are?

Net Zero, Energy and Transport Committee

Climate Change Committee’s Review of Scottish Emissions Targets and Progress Report 2023

Meeting date: 23 April 2024

Bob Doris

Before you expand on that, I point out that I agree that Scotland needs to do better. That is self-evident and undeniable, but, as I am relatively new to this committee, I want to know how we can map out stuff about how Scotland and the rest of the UK interact.