The Future of Social Security in Scotland: views from within the system

After a little delay,  PCS, the  Public and Commercial Services Union, has published our report on the views of DWP officers administering social security in Scotland.  The report is based on group interviews and questionnaires done earlier this year with 228 DWP officers.   This is not the first report ever to ask social security officers what they think, but it’s a rare event.  The officers generally showed an acute and detailed understanding of current problems in the benefit system, and expressed their frustration that they were not being permitted to set things right when they could.  They complained about constant micro-management, with inadequate staffing levels, poor training and failing  IT systems.  Many of them wanted to be able to provide a more personal service, following people’s cases through from start to finish.

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