Date lodged: 16 May 2019
To ask the Scottish Government whether Social Security Scotland staff use telephony scripts and, if so, (a) for what reason and (b) whether it will publish these or place a copy in the Scottish Parliament Information Centre (SPICe).
Answered by: Shirley-Anne Somerville 28 May 2019
Social Security Scotland does not use telephony scripts when engaging with our clients.
Social Security Scotland client advisors undertake a rigorous induction and training programme to ensure that can deliver advice and services with dignity, fairness and respect.