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I think that I would like you to focus on the applications and the forms, Mr Barraclough. [Laughter.]

That was perhaps stating the obvious, but I wanted to get it on the record.

Do you have any comments on this line of questioning, Gayle?

Can a user go to that portal and ask, “Can someone give me a call? I’m a bit confused.”

I suppose that I meant both. I am particularly interested in the hearings process, but I understand that there is more general activity online that does not involve a video platform, but involves going back and forth by email and the like. Perhaps it is about both, Mr Barraclough—

If you have online communication with service users but they do not get back to you—if they are part way through giving information but just drop off the radar a little—what do you do?

There is clearly not an issue currently, so I am sorry for pushing on something that might not be an issue, but what does “follow up” mean? If such circumstances arose, what would that look like?

So it would be a matter of picking up the phone and speaking to the service user or contacting Social Security Scotland to find out whether there is something else going on.

I sometimes think that organisations cannot win. Erica Young from Citizens Advice Scotland was an excellent witness and made some really good points. She said that

“people get an overwhelming amount of paperwork”.—[Official Report, Social Justice and Social Security Committee, 28 March 2024; c 16.]

She also said, in her written submission, that communications from the tribunals service can be “vague and sparse”. So people can be overwhelmed with information and paperwork, but the information might be sparse at some level. It must be really difficult to get the balance right, for both the tribunals service and Social Security Scotland, so that they do not overwhelm people with information but ensure that they are suitably informed. How do those organisations get that balance right?

I am not trying to create an issue that does not exist, and the portal sounds like an excellent idea. By definition, however, there could be lots of information in the portal and it is a matter of navigating through it. Is assistance available for that? Once you publicise the portal a bit more, how would you support clients in navigating their way through it?

Good morning, everyone.

Technology is a wonderful thing—it got us through Covid-19, because it allowed us to continue to operate. There is a role for online platforms in dealing with clients, applicants, people who are appealing and so on. My question is for both organisations. To what extent do you use online platforms for various activities? A lot of people do not feel comfortable online. How do you support such people to be more comfortable and relaxed? What alternatives do you offer if it becomes evident that the online approach is not appropriate?

We will not start with Gayle Devlin on this occasion. Lesley or Tim—do you want to come in?