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[this is a data cube dataset] A data cube dataset in folders : Economic Activity, Benefits and Tax Credits, Scottish Government

Social Security Scotland Feedback: Complaints

Feedback statistics covering complaints received by Social Security Scotland.

View as a spreadsheet
Dimensions
Dimension
Value
Benefit Type
  1. All
  2. Best Start Grant
  3. Carer's Allowance Supplement
Feedback Reason
  1. All
  2. Disagreement with a decision
  3. Dissatisfaction with Scottish Government policy
  4. Failure to provide a service
  5. Inadequate standard of service
  6. Other complaint
Measure Type
  1. Count
Reference Period
  1. 2019-03
Stage Of Complaints Process
  1. All
  2. Stage 1 - Frontline Resolution
  3. Stage 2 - Investigation
Reference Area
(showing types of area available in these data)
  1. Countries
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Entire dataset
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CSVN-Triples
About the Dataset
Contact
Publisher
Scottish Government
Creator
Scottish Government
In folders
License
Issued
12/07/2019
Modified
12/07/2019
Next update due
September 2019
Description

Feedback statistics covering complaints received by Social Security Scotland from 4 September 2018 to 31 March 2019. This relates to the administration of Carer’s Allowance Supplement (CAS), which was launched in September 2018, followed by Best Start Grant Pregnancy and Baby Payment (BSG), which was launched on 10 December 2018.

Data on complaint outcomes and compliments are also available in separate datasets.

The full publication and tables covering complaints, compliments and suggestions are available on the Scottish Government website.

Details
Confidentiality Policy

This data contains no sensitive, personal information.

Quality Management

The data used to produce the official statistics are the same as the data extracted from the case management system on a monthly basis that is used for internal reporting within Social Security Scotland. As such, the data is checked monthly for consistency with previous extracts (for example, do numbers of complaints, compliments and suggestions received increase as expected over time). Summary figures for number of complaints have been compared to equivalent summary figures produced from clerical records, 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.

• For complaints, the benefit that a complaint refers to and reason for the complaint have been checked for consistency between stage 1 and stage 2.

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.

Accuracy and Reliability

• Rounding and disclosure control

Feedback numbers have been rounded to the nearest five for disclosure control. Figures may not sum due to rounding.

• Missing, duplicate and erroneous feedback

The data comes from 100% data cut of the case management system. The case management system includes a small number of complaints where the outcome is ‘Deleted’. These are complaints that were created in error. They have not been counted in the statistics. There is also a small number of complaints with outcome ‘Withdrawn’, and these have been retained in the dataset used to produce the statistics as they have been withdrawn by the client.

• Stage 1 and Stage 2 complaints

For complaint benefit and reason, we have used the first recorded benefit or reason with a complaint. For complaint outcomes, if an application had both a stage 1 and stage 2 complaint outcome, we have counted this as two separate outcomes – a complaint that progressed from stage 1 to stage 2 will have two outcomes.

Complaints that went straight to stage 2 are included in total complaints and stage 2 complaints figures, and used to calculate the percentage of complaints reaching stage 2.

• Feedback received date and decision date

A small number of items of feedback received had a date before September 2018. These were investigated with the Client Experience team, and errors in feedback received date manually fixed.

For around 60% CAS feedback (stage 1 complaints, stage 2 complaints, compliments and suggestions), comparison to clerical records indicated that the date that feedback was received and the dates that decisions had been made were incorrect on the case management system. This may have been due to migration of feedback information onto the case management system during the first months following the launch of CAS. Where dates were identified as incorrect these have been corrected based on clerical records.

Coherence and Comparability

• Comparisons with DWP complaints statistics

The Department for Work and Pensions (DWP) has a different complaints process to Social Security Scotland, and as such, DWP complaints statistics are not directly comparable to these statistics. Further information about complaints at DWP and links to their latest statistics are available at: https://www.gov.uk/government/collections/complaints-about-the-department-for-work-and-pensions.

Accessibility and Clarity

Complaints fall under the Scottish Public Services Ombudsman (SPSO) and their complaints handling procedure. This sets out a 2 stage internal complaints process. Frontline resolution – stage 1, allows 5 working days to respond to the client’s complaint. Where a client remains unhappy with this response they can proceed to investigation – stage 2, which allows 20 working days to investigate and provide a response. If the client still remains unhappy then they can choose to take their complaint to the SPSO.

A small number of complaints went straight to investigation – stage 2. Not all complaints are suitable for frontline resolution and not all complaints will be satisfactorily resolved at that stage. Complaints handled at the investigation stage of the complaints handling procedure are typically complex or require a detailed examination. Examples of this include:

• the client/appointee refuses to take part in frontline resolution

• the issues raised are complex and require detailed investigation

• the complaint relates to serious, high-risk or high-profile issues

The majority of Stage 2 complaints were initially received at stage 1 and later progressed to stage 2. A small number of BSG complaints went straight to Stage 2, however, because of rounding this is not evident in the data.

Other complaint reasons include ‘Scottish Government failure to follow the appropriate process’ and ‘Treatment by or attitude of a member of staff’.

Relevance
Not supplied
Timeliness and Punctuality

The associated publication – Social Security Scotland feedback statistics – will be published quarterly. Datasets will be updated on statistics.gov.scot within one month of the date of the publication.

The publications are available at: https://www2.gov.scot/Topics/Statistics/Browse/Social-Welfare/SocialSecurityforScotland/

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.

URI

This is a linked data resource: it has a permanent unique uri at which both humans and machines can find it on the Internet, and which can be used an identifier in queries on our SPARQL endpoint.

http://statistics.gov.scot/data/social-security-scotland-feedback-complaints
Dimensions Linked Data

A linked data-orientated view of dimensions and values

Dimension Locked Value
Benefit Type
http://statistics.gov.scot/def/dimension/benefitType
(not locked to a value)
Feedback Reason
http://statistics.gov.scot/def/dimension/feedbackReason
(not locked to a value)
Reference Area
http://purl.org/linked-data/sdmx/2009/dimension#refArea
(not locked to a value)
Reference Period
http://purl.org/linked-data/sdmx/2009/dimension#refPeriod
(not locked to a value)
Stage Of Complaints Process
http://statistics.gov.scot/def/dimension/stageOfComplaintsProcess
(not locked to a value)
Measure Type
http://purl.org/linked-data/cube#measureType
(not locked to a value)
Graphs

Linked Data is stored in graphs. We keep dataset contents (the data) separately from the metadata, to make it easier for you to find exactly what you need.

The data in this dataset are stored in the graph: http://statistics.gov.scot/graph/social-security-scotland-feedback-complaints

The data structure definition for this data cube dataset is stored in the same graph as the data: http://statistics.gov.scot/graph/social-security-scotland-feedback-complaints

All other metadata about this dataset are stored in the graph: http://statistics.gov.scot/graph/social-security-scotland-feedback-complaints/metadata

Linked Data Resources

A breakdown by type of the 26 resources in this dataset's data graph.

Resource type Number of resources
Collection 2
Component specification 8
Data set 1
Data structure definition 1
Observation 14
All metadata
In Graph http://statistics.gov.scot/graph/social-security-scotland-feedback-complaints/metadata
Accessibility and Clarity http://statistics.gov.scot/def/statistical-quality/accessibility-and-clarity
Complaints fall under the Scottish Public Services Ombudsman (SPSO) and their complaints handling procedure. This sets out a 2 stage internal complaints process. Frontline resolution – stage 1, allows 5 working days to respond to the client’s complaint. Where a client remains unhappy with this response they can proceed to investigation – stage 2, which allows 20 working days to investigate and provide a response. If the client still remains unhappy then they can choose to take their complaint to the SPSO. A small number of complaints went straight to investigation – stage 2. Not all complaints are suitable for frontline resolution and not all complaints will be satisfactorily resolved at that stage. Complaints handled at the investigation stage of the complaints handling procedure are typically complex or require a detailed examination. Examples of this include: • the client/appointee refuses to take part in frontline resolution • the issues raised are complex and require detailed investigation • the complaint relates to serious, high-risk or high-profile issues The majority of Stage 2 complaints were initially received at stage 1 and later progressed to stage 2. A small number of BSG complaints went straight to Stage 2, however, because of rounding this is not evident in the data. Other complaint reasons include ‘Scottish Government failure to follow the appropriate process’ and ‘Treatment by or attitude of a member of staff’. xsd:string
Accuracy and Reliability http://statistics.gov.scot/def/statistical-quality/accuracy-and-reliability
• Rounding and disclosure control Feedback numbers have been rounded to the nearest five for disclosure control. Figures may not sum due to rounding. • Missing, duplicate and erroneous feedback The data comes from 100% data cut of the case management system. The case management system includes a small number of complaints where the outcome is ‘Deleted’. These are complaints that were created in error. They have not been counted in the statistics. There is also a small number of complaints with outcome ‘Withdrawn’, and these have been retained in the dataset used to produce the statistics as they have been withdrawn by the client. • Stage 1 and Stage 2 complaints For complaint benefit and reason, we have used the first recorded benefit or reason with a complaint. For complaint outcomes, if an application had both a stage 1 and stage 2 complaint outcome, we have counted this as two separate outcomes – a complaint that progressed from stage 1 to stage 2 will have two outcomes. Complaints that went straight to stage 2 are included in total complaints and stage 2 complaints figures, and used to calculate the percentage of complaints reaching stage 2. • Feedback received date and decision date A small number of items of feedback received had a date before September 2018. These were investigated with the Client Experience team, and errors in feedback received date manually fixed. For around 60% CAS feedback (stage 1 complaints, stage 2 complaints, compliments and suggestions), comparison to clerical records indicated that the date that feedback was received and the dates that decisions had been made were incorrect on the case management system. This may have been due to migration of feedback information onto the case management system during the first months following the launch of CAS. Where dates were identified as incorrect these have been corrected based on clerical records. xsd:string
Comment rdfs:comment http://www.w3.org/2000/01/rdf-schema#comment
Feedback statistics covering complaints received by Social Security Scotland. xsd:string
Comparability and Coherence http://statistics.gov.scot/def/statistical-quality/comparability-and-coherence
• Comparisons with DWP complaints statistics The Department for Work and Pensions (DWP) has a different complaints process to Social Security Scotland, and as such, DWP complaints statistics are not directly comparable to these statistics. Further information about complaints at DWP and links to their latest statistics are available at: [https://www.gov.uk/government/collections/complaints-about-the-department-for-work-and-pensions](https://www.gov.uk/government/collections/complaints-about-the-department-for-work-and-pensions). xsd:string
Confidentiality http://statistics.gov.scot/def/statistical-quality/confidentiality
This data contains no sensitive, personal information. xsd:string
Contact email http://publishmydata.com/def/dataset#contactEmail
mailto:SocialSecurityStats@gov.scot
Creator dcterms:creator http://purl.org/dc/terms/creator
Scottish Government http://statistics.gov.scot/id/organisation/scottish-government
Date Issued dcterms:issued http://purl.org/dc/terms/issued
July 12, 2019 09:01 xsd:dateTime
Date Modified dcterms:modified http://purl.org/dc/terms/modified
July 12, 2019 09:01 xsd:dateTime
Description dcterms:description http://purl.org/dc/terms/description
Feedback statistics covering complaints received by Social Security Scotland from 4 September 2018 to 31 March 2019. This relates to the administration of Carer’s Allowance Supplement (CAS), which was launched in September 2018, followed by Best Start Grant Pregnancy and Baby Payment (BSG), which was launched on 10 December 2018. Data on [complaint outcomes](http://statistics.gov.scot/data/social-security-scotland-feedback-complaint-outcomes) and [compliments](http://statistics.gov.scot/data/social-security-scotland-feedback-compliments) are also available in separate datasets. The full publication and tables covering complaints, compliments and suggestions are available on the [Scottish Government website](https://www2.gov.scot/Topics/Statistics/Browse/Social-Welfare/SocialSecurityforScotland/). xsd:string
Graph http://publishmydata.com/def/dataset#graph
http://statistics.gov.scot/graph/social-security-scotland-feedback-complaints
Has a SPARQL endpoint at void:sparqlEndpoint http://rdfs.org/ns/void#sparqlEndpoint
http://statistics.gov.scot/sparql
http://publishmydata.com/def/dataset#nextUpdateDue http://publishmydata.com/def/dataset#nextUpdateDue
September 2019 xsd:string
In folder http://publishmydata.com/def/ontology/folder/inFolder
Economic Activity, Benefits and Tax Credits http://statistics.gov.scot/def/concept/folders/themes/economic-activity-benefits-and-tax-credits
Scottish Government http://statistics.gov.scot/def/concept/folders/organisations/scottish-government
Label rdfs:label http://www.w3.org/2000/01/rdf-schema#label
Social Security Scotland Feedback: Complaints xsd:string
License dcterms:license http://purl.org/dc/terms/license
http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/
Publisher dcterms:publisher http://purl.org/dc/terms/publisher
Scottish Government http://statistics.gov.scot/id/organisation/scottish-government
Quality Management http://statistics.gov.scot/def/statistical-quality/quality-management
The data used to produce the official statistics are the same as the data extracted from the case management system on a monthly basis that is used for internal reporting within Social Security Scotland. As such, the data is checked monthly for consistency with previous extracts (for example, do numbers of complaints, compliments and suggestions received increase as expected over time). Summary figures for number of complaints have been compared to equivalent summary figures produced from clerical records, 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. • For complaints, the benefit that a complaint refers to and reason for the complaint have been checked for consistency between stage 1 and stage 2. 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. xsd:string
References dcterms:references http://purl.org/dc/terms/references
http://statistics.gov.scot/help http://statistics.gov.scot/help
Revisions http://statistics.gov.scot/def/statistical-quality/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](https://www2.gov.scot/Topics/Statistics/About/CPSonRevisionsCorrections). xsd:string
Theme dcat:theme http://www.w3.org/ns/dcat#theme
Economic Activity, Benefits and Tax Credits http://statistics.gov.scot/def/concept/folders/themes/economic-activity-benefits-and-tax-credits
Scottish Government http://statistics.gov.scot/def/concept/folders/organisations/scottish-government
Timeliness and Punctuality http://statistics.gov.scot/def/statistical-quality/timeliness-and-punctuality
The associated publication – Social Security Scotland feedback statistics – will be published quarterly. Datasets will be updated on statistics.gov.scot within one month of the date of the publication. The publications are available at: [https://www2.gov.scot/Topics/Statistics/Browse/Social-Welfare/SocialSecurityforScotland/](https://www2.gov.scot/Topics/Statistics/Browse/Social-Welfare/SocialSecurityforScotland/) xsd:string
Title dcterms:title http://purl.org/dc/terms/title
Social Security Scotland Feedback: Complaints xsd:string
Type rdf:type http://www.w3.org/1999/02/22-rdf-syntax-ns#type
Data set http://purl.org/linked-data/cube#DataSet
Dataset http://publishmydata.com/def/dataset#Dataset
http://publishmydata.com/def/dataset#LinkedDataset
In Graph http://statistics.gov.scot/graph/social-security-scotland-feedback-complaints
Structure qb:structure http://purl.org/linked-data/cube#structure
http://statistics.gov.scot/data/structure/social-security-scotland-feedback-complaints http://statistics.gov.scot/data/structure/social-security-scotland-feedback-complaints
Type rdf:type http://www.w3.org/1999/02/22-rdf-syntax-ns#type
Data set http://purl.org/linked-data/cube#DataSet
Machine-readable formats

In addition to this bookmarkable html page, this dataset metadata is also available for our robot customers in the following machine-readable formats. Please refer to the API documentation for more details.

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