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Cover
Glossary
Business
Contents
Chief
Plan
Executive’s
Foreword
2021 - 2022 Introduction
Headline budget
information for
2021-22
Our priorities
for 2021-2022
Measuring
ourselves against
each priority
Key
milestones
Documents referred
to throughout
this plan
previous next
2 | Glossary
Glossary Cover
Case transfer – to move a case from Local authorities − local authorities Social Security (Scotland) Act 2018
Glossary
one organisation to another, for example, are responsible for providing a – allows the Scottish Government to
from the Department for Work and wide range of public services. They establish a new social security system
Pensions to Social Security Scotland. also promote the interests of the better targeted at Scotland and which
local community, including the has dignity, fairness and respect at Contents
Client – a person using the services
social, economic, environmental, the heart of everything we do.
of Social Security Scotland. Chief
recreational, cultural, community or
Stakeholder - a person with an Executive’s
Department for Work and Pensions general development of an area. Foreword
interest or concern in something,
– the Department for Work and
Scottish Government – the devolved especially a business.
Pensions (DWP) is responsible
government of Scotland. The
for welfare, pensions and child
government is led by the First Minister, Introduction
maintenance policy. As the UK’s
who selects the cabinet secretaries,
biggest public service department,
who attend cabinet, and the Ministers Headline budget
it manages the State Pension and
with the approval of Parliament. information for
a range of working-age, disability 2021-22
Government Ministers all sit in
and ill-health benefits for around
Parliament and are accountable to it.
20 million claimants and customers.
Scottish Government’s Social Security Our priorities
Devolved benefits – the Scotland for 2021-2022
Directorate – work with the DWP to
Act (2016) transferred new social
make sure social security powers Measuring
security powers to the Scottish
from the UK Government are safely ourselves against
Parliament, allowing the Scottish
and securely transferred, under the each priority
Ministers to develop new policies
Scotland Act 2016. They are responsible
on benefits that will help tackle
for developing the necessary policies
inequality and poverty in Scotland. Key
and legislation and establishing a
milestones
Inclusive communication – an social security agency to deliver the
approach to all communication that devolved benefits. They also work with Documents referred
means the largest number of people the DWP on the benefits that the UK to throughout
can take part, and people receive Government keep responsibility for. this plan
information and can express themselves
in ways that they find easiest.
Social Security Scotland Business Plan 2021-2022
previous next
3 | Contents
Contents Cover
Glossary
Glossary 2 Contents
Contents 3 Chief
Executive’s
Chief Executive’s foreword 4 Foreword
Introduction 6
Headline budget information for 2021-22 7 Introduction
Our Priorities for 2021-2022 9 Headline budget
information for
2021-22
Measuring ourselves against each priority 11
Key milestones 12 Our priorities
for 2021-2022
Documents we refer to in this plan and where you
can find information we publish 13 Measuring
ourselves against
each priority
Key
milestones
Documents referred
to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous next4 | Chief Executive’s Foreword
Chief Executive’s foreword Cover
Glossary
So although we recently continued our I am determined that we make every
proud association with Dundee and its effort to be an organisation that reflects
people by naming our headquarters the communities we are here to serve. Contents
‘Agnes Husband House’ after a local
At the same time, we will still be
social reformer, it will be some time Chief
protecting the wellbeing of the people
before we return to any of our buildings. Executive’s
who currently work for us while Foreword
Like most organisations, due to the
maintaining our high standards of
pandemic we are reviewing our ways
service to our clients. I was pleased
of working to develop a people and
to see that one of the main findings
David Wallace, Chief Executive
accommodation strategy that we can Introduction
of our recent all-client survey was
adapt for our people and our buildings,
This Business Plan sets out our main that 90% of those who responded
to make sure we can work safely while Headline budget
activities for the year ahead – a year of said their overall experience with information for
meeting the needs of our clients.
significant growth for our organisation. us was either very good or good. 2021-22
We will need to be both flexible and
No-one could have predicted the This feedback was particularly pleasing
resilient in 2021-2022 because we
unprecedented challenges society as it was given while staff and clients Our priorities
have another huge year of change
has faced as a result of the COVID-19 were still coping with the disruption from for 2021-2022
ahead. We will welcome many
pandemic. Over the last 12 months, COVID-19. We have worked hard with
more new colleagues and add new Measuring
we have been able to adapt our our partners in the Scottish Government
skills to our workforce, so that we ourselves against
services to make sure our benefits and elsewhere to make sure that we
are ready to deliver more complex each priority
were paid and that we were supporting are ready to manage more benefits.
benefits and transfer clients from the
efforts to suppress the virus and, As always, at the heart of what we
Department for Work and Pensions.
importantly, keeping our people safe. do is our commitment to make sure Key
We are learning from the changes Building for the future gives us people have a positive experience when milestones
we put in place due to the pandemic, opportunities to run large-scale, using our service, whether it is their
inclusive and accessible recruitment first time or they are a regular client. Documents referred
and thinking about what we need to to throughout
do to meet changing expectations campaigns to break down barriers
this plan
and needs and future challenges. to rewarding, long-term careers
for a diverse workforce.
Social Security Scotland Business Plan 2021-2022
previous next5 | Chief Executive’s Foreword
Cover
We will need the support of our
Glossary
stakeholders more than ever this year.
Their input will be vital as we will be
physically present in all 32 of Scotland’s
local authority areas to help clients Contents
access the benefits they are entitled to.
Chief
So, our Business Plan tells the story of Executive’s
what is set to be another challenging and Foreword
hugely exciting year for Social Security
Scotland. I am extremely proud of the
significant progress we have made so Introduction
far in delivering a social security system
for Scotland. But I am not complacent Headline budget
about how far we have still got to go information for
before we are fully up and running. 2021-22
This year is an important one for us,
where we put more vital foundations Our priorities
in place. I look forward to further for 2021-2022
growth and transformation for our
organisation over the next 12 months. Measuring
ourselves against
each priority
Key
milestones
David Wallace
Chief Executive Documents referred
Social Security Scotland to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous next6 | Introduction
Introduction Cover
Social Security Scotland is an executive We also benefit from being part of a
Glossary
agency of the Scottish Government wider family of Scottish Government
and is one of the responsibilities led by directorates led by our Director General
the Director General for Communities. for Communities. This joint approach
We are here to manage the Scottish helps us to make sure that when a Contents
social security system in line with benefit is being transferred from the
Chief
the principles laid down in the Social Department for Work and Pensions it is
Executive’s
Security (Scotland) Act 2018 and done so safely and securely. Foreword
reflected in Our Charter. We do not make
Our main priority this year will be to
the rules about who can be paid benefits
continue to deliver our benefits, in the
or how much money they should
right amounts at the right time, and to Introduction
get. Those are decisions for Scottish
continue to work with our colleagues
Ministers and are set out in law.
to make sure that future benefits are Headline budget
We have a major role in creating delivered safely and securely. information for
the new social security system for 2021-22
You can find out more about our
Scotland, working hand in hand with our
governance structure - the system of
colleagues in the Scottish Government’s Our priorities
rules, practices and processes that
Social Security Directorate Programme for 2021-2022
govern us - in our Corporate Plan for
who will continue to design the policies,
2020 - 2023.
processes and systems that support the Measuring
services we deliver. ourselves against
each priority
Key
milestones
Documents referred
to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous next7 | Headline budget information for 2021-22
Headline budget information for 2021-22 Cover
Budget Resource Capital Depreciation Total Glossary
£million £million £million £million
Contents
Social Security Scotland 248.0 22.0 1.4 271.4 Chief
administration Executive’s
Foreword
Benefit Expenditure 1 3,453.9 3,453.9
Introduction
Total Social Security Scotland 3,701.9 22.0 1.4 3,725.3
Headline budget
information for
2021-22
1 The budget has been set based on the latest Scottish Fiscal Commission forecasts: Scotland's Economic and Fiscal Forecasts — Our priorities
for 2021-2022
January 2021 (fiscalcommission.scot).
This does not include Young Carer Grant as this is below the commission’s threshold of materiality and Job Start Payment is not part of their Measuring
ourselves against
legislative scope.
each priority
£22 million for capital budget is to fund the fit out of our buildings along with investment in our Information Key
Technology infrastructure. milestones
£1.4 million is to cover the depreciation charges for our assets but is subject to change if more assets
transfer to us. This can be amended easily during the year. Documents referred
to throughout
this plan
Plain English Campaign’s Crystal Mark does not apply to the table and text above.
Social Security Scotland Business Plan 2021-2022
previous next8 | Headline budget information for 2021-22
Headline budget information for 2021-22 Cover
Glossary
Benefit spending Allocation of operational costs Who this will support
(not including agency agreements) People supported, by group
Contents
(thousands) 2021—2022
Chief
Executive’s
£377m £16.1 Foreword
11% 10% Around 150 Around 250
£15.2 Office costs
9%
Accommodation
Introduction
£7.4
5% Information technology
Headline budget
Around information for
2021-22
Staffing
costs
700 tth
housand
Our priorities
for 2021-2022
£3077m £125.0 Around 400
89% 76%
Measuring
ourselves against
Delivered by Social Security Scotland Children
Children
Working age State Pension age each priority
Accommodation
Delivered by the Department for Work and Pensions Figures have been rounded
Working Age
Office Costs Key
State Age Pension milestones
Information technology
Documents referred
to throughout
a this plan
Social Security Scotland Business Plan 2021-2022
previous next9 | Our priorities for 2021-2022
Our priorities for 2021-2022 Cover
In our Corporate Plan for Helping to deliver a social l Support our people and their Glossary
2020-2023, we set out security system with dignity, wellbeing through the uncertainty of
our objectives under the fairness and respect recovering from the pandemic and
following themes. l Adapt, progress and learn from the the growth of our organisation.
Contents
l Helping to deliver a social effect COVID-19 has had on our l Develop our plan for the future,
security system with dignity, organisation, while still delivering setting out how we will grow Chief
fairness and respect. our full range of live services. This as an organisation to meet Executive’s
includes providing a range of ways all of our responsibilities.
Foreword
l Supporting people in Scotland to apply for our current benefits
to access devolved benefits and handling applications as we l Develop a health and social care
that they are entitled to. recover from the pandemic. Division that will contribute expert
Introduction
l Running our service in a advice to make sure decisions about
l Build our diverse workforce disability benefits are consistent.
responsible way. while continuing to establish
Headline budget
information for
To show how this year’s priorities Dundee as our Headquarters. l Work with our colleagues in the
2021-22
will help us to achieve these Scottish Government’s Social
l Continue to ask for feedback, through Security Directorate Programme
objectives, we have listed them
our internal quality assurance to deliver Child Disability and Adult Our priorities
below under the relevant themes.
process and from stakeholders Disability Payments and prepare for for 2021-2022
and clients, on how we deliver our the introduction of future benefits.
services, then report on that feedback Measuring
to make sure that we continue to ourselves against
each priority
provide our service in line with the
commitments in Our Charter.
Key
milestones
Documents referred
to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous next10 | Our priorities for 2021-2022
Cover
Supporting people in Scotland l Maintain and develop relationships l Provide accessible buildings that Glossary
to access devolved benefits with a wide range of national and can be used flexibly to support
that they are entitled to local stakeholders, including local the various needs of our staff
l Make sure that colleagues in authorities and health and social care to work in, and clients to visit,
partnerships, so we can help more supporting our ambition to recruit Contents
the Social Security Directorate
Programme benefit from clients’ people access our service, learn and support a diverse workforce.
Chief
feedback and insights as they from best practice and prepare for Executive’s
l Improve our digital systems, introduce
design and develop the systems and the launch of other new benefits. Foreword
a new and improved intranet for
processes we need to deliver complex l Continue to raise the profile of our people and further develop our
benefits, including our telephone our organisation, building positive website and social-media presence.
and web chat service contact working relationships with Introduction
centre and electronic methods. l Help prepare to improve our service in
organisations through using new
terms of the increase in payments and Headline budget
Roll out a local face-to-face service, technology, to help us deliver the
l regular benefits by introducing new information for
in accessible buildings, that meets best service possible for our clients.
digital methods to improve how we 2021-22
clients’ current and future needs as detect and prevent fraud and errors.
we recover from the pandemic. Running our service in a
responsible way l Prepare for the handover of full Our priorities
l Build on our work to lead and responsibility for benefit processes for 2021-2022
encourage our approach to l Further develop strong internal
financial controls, rules, procedures and systems from the Social Security
inclusive communications across Directorate Programme. Benefits
Measuring
our organisation to make it as and methods, to support continued ourselves against
growth in the number of clients, will transfer in stages, when it is safe each priority
easy as possible for clients to to do so, and we have the required
access what they are entitled to. including the number of clients
transferring from the DWP and processes and resource in place and
the value of payments. when the work of the Programme is Key
complete. This will take a number milestones
l Publish key strategies, including of years.
our Digital Strategy, our People Documents referred
to throughout
Strategy, our Place Strategy and
this plan
financial reports that show that we
have the right controls in place to
spend public funds responsibly.
Social Security Scotland Business Plan 2021-2022
previous next11 | Measuring ourselves against each priority
Measuring ourselves against each priority Cover
We will report on how we measure each
Glossary
priority in our Charter Measurement
Framework report 2021-2022.
Here are some of the ways in which Contents
we will gather the evidence.
Research with our Chief
clients, our people, Executive’s
stakeholders Foreword
Introduction
Headline budget
information for
2021-22
People Survey Client Survey
Our priorities
Measuring for 2021-2022
Our Charter Measuring
2019/20 ourselves against
How Social Security Scotland and the
each priority
Scottish Government are delivering on
Our Charter commitments.
Key
milestones
Statistics, for Other evidence about
example application our performance Documents referred
processing times to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous next12 | Key milestones
Key milestones Cover
Glossary
Our annual report and
accounts published
Contents
Our Charter
Measurement Framework Chief
Executive’s
analytical report Foreword
covering 2020-2021
Child Disability
Payment full launch Introduction
Child Disability Payment Scottish Child Payment
Pilot goes live and case transfer (ages 6 to 16) Pilot Headline budget
information for
2021-22
Winter - end of financial
Summer 2021 Autumn 2021
year 2021 - 2022
Our priorities
for 2021-2022
Social Security Scotland Our Local Delivery Social Security Scotland
Measuring
Equality Strategy, Service goes live Satisfaction Survey launched ourselves against
Equality Outcomes and each priority
Mainstreaming Equality
Report published
Key
milestones
Documents referred
to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous next13 | Documents referred to throughout this plan
Cover
Documents we refer to in this plan and where
you can find information we publish Glossary
We have to carry out a range of duties, some of which we
must do by law. We also have to report on our performance, Contents
including on how we meet the expectations in Our Charter.
Chief
You can find a copy of Our Charter on our website Executive’s
Foreword
at socialsecurity.gov.scot, along with the first report
on our performance in our Charter Measurement
Framework 2019-2020.
Introduction
We already publish some information on the Scottish
Government website at gov.scot and will continue to do so Headline budget
throughout the coming year. information for
2021-22
We will also be adding more information to our website at
socialsecurity.gov.scot to make it easy for people to find
what they need to know. Our priorities
for 2021-2022
Measuring
ourselves against
each priority
Key
milestones
Documents referred
to throughout
this plan
Social Security Scotland Business Plan 2021-2022
previous nextCover
Glossary
Contents
Social Security Scotland
Chief
Second Floor Executive’s
Dundee House Foreword
50 North Lindsay Street
Dundee
DD1 1QE
Introduction
Headline budget
information for
2021-22
Our priorities
Please ask us if you would like copies of this document in audio or visual format, large print, for 2021-2022
or in a community language. If you have any questions about this document, please email
Measuring
communications@socialsecurity.gov.scot
ourselves against
This document is available on our website: socialsecurity.gov.scot each priority
Published by Social Security Scotland, June 2021.
Key
milestones
Documents referred
to throughout
Follow us: this plan
@SocSecScot
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