To ask the Secretary of State for Scotland, what steps he is taking to improve his Department's response times to correspondence from members of the public.
20 October 2021
The Government recognises the importance of responding to members of the public in an effective and timely manner, and the Cabinet Office published an updated Guide to Handling Correspondence for government departments and agencies in July 2021.
The guidance reasserts the standards for handling correspondence, including a 20 working day deadline for departments to respond to members of the public, criteria outlining when a response to a member of the public is required, and when a piece of correspondence from a member of the public should be transferred to another department. Following publication of the updated guidance, all departments have been reminded that they must follow the processes outlined in the guidance. The Office for the Secretary of State for Scotland’s correspondence response times are regularly monitored and internal processes have been improved to ensure members of the public are responded to in a timely manner.