Social Security Scotland Feedback: Compliments
Feedback statistics covering compliments received by Social Security Scotland.
Data
Social Security Scotland Feedback: Compliments
Description
Feedback statistics covering compliments received by Social Security Scotland from 4 September 2018 to 30 September 2022. Figures are broken down by financial year.
Carer's Allowance Supplement was launched in September 2018, followed by Best Start Grant Pregnancy and Baby Payment (December 2018), Best Start Grant Early Learning Payment (April 2019), Best Start Grant School Age Payment (June 2019), Best Start Foods (August 2019), Funeral Support Payment (September 2019), Young Carer Grant (October 2019), Job Start Payment (August 2020), Child Winter Heating Assistance (November 2020), Scottish Child Payment (November 2020), Child Disability Payment (pilot July 2021, national November 2021) and Adult Disability Payment (pilot March 2022).
Data on the number of [complaints](
http://statistics.gov.scot/data/social-security-scotland-feedback-complaints), complaint outcomes and suggestions are also available in separate datasets.
The full publication and tables covering complaints, compliments and suggestions are available on the Scottish Government website.
Metadata
| Theme | Economic Activity, Benefits and Tax Credits |
|---|---|
| Organisation | Scottish Government |
| License | UK Open Government Licence (OGL) |
| Published | |
| Last updated | |
| Next update | 1 Jul 2023 |
| Update frequency | annual |
| Reference period | 2018 to 2023 |
| Geographic coverage | Country |
| Contact | MI@socialsecurity.gov.scot |
Data quality
Completeness
For compliments all feedback should be recorded within 5 working days.
Uniqueness
Not assessed
Consistency
The Department for Work and Pensions (DWP) has a different feedback process to Social Security Scotland, and as such, DWP compliments/suggestions statistics are not directly comparable to these statistics.
Timeliness
Datasets will be updated on statistics.gov.scot within one month of the date of the publication.
The publications are available on the Scottish Government website.
Validity
Not assessed
Accuracy
-Rounding and disclosure control
Feedback numbers have been rounded to the nearest five for disclosure control. Figures may not sum due to rounding. Percentages are based on actual figures and rounded to the nearest percent. Some percentages have been suppressed to prevent back-calculation of small numbers.
-Comparison to clerical data
Data from the case management system has been compared to clerical records. Discrepancies have been investigated with the Client Experience team, and errors in case management system data have been manually fixed to match the clerical record where necessary. Discrepancies included:
-A small number of items of feedback received had a date before September 2018, or had the date of feedback being recorded rather than date received. There were also errors in date feedback was received and decisions were made on the case management system due to migration of feedback information onto the case management system during the first months following the launch of Carer's Allowance Supplement. Dates have been amended back to the original dates received and decided with reference to the clerical records.
-Some feedback had discrepancies in channel, reason or outcome between the case management system and clerical records. Each of these cases have been investigated with the Client Experience team and corrected.
-Some feedback on the case management system is recorded as being not benefit specific. While this is true in some cases, in others this occurs where benefit information is missing. Missing benefit information has been completed with reference to clerical records.
-For the 2022/23 financial year, records that were missing from either the case management system or clerical records were investigated with the Client Experience Team. A small number of duplicate cases were also identified and checked with the Client Experience Team.
Quality management
The data used to produce the figures has been checked on a case by case basis with clerical records used for internal reporting within Social Security Scotland, and discrepancies investigated.
Additional quality assurance and cleaning has been carried out on specific variables:
-The dataset has been checked for duplicate records based on Case ID number.
-Variables have been checked for missing information.
-Feedback received dates and decisions dates have been checked to see whether they fall within expected ranges (e.g. after September 2018) and are consistent with those produced by clerical records.
-Feedback channels, reasons, benefits and outcomes have been checked for consistency with those produced by clerical records.
Once the data is aggregated for publication, the final statistics are quality assured by a different member of the statistics team. The final data tables are checked by the lead statistician.
Additional details
Revisions
Revisions and corrections to previously published statistics are dealt with in accordance with the Scottish Government Statistician Group corporate policy statement on revisions and corrections - a copy of which is available on the Scottish Government website.
Confidentiality policy
This data contains no sensitive, personal information.