SAAS Annual Report and Accounts 2013-2014 - page 11

Complaints and appeals
We publish our complaints and appeals procedure on our website
Our Management
Board regularly considered reports on complaints and appeals to identify whether there were patterns or
trends that would require a change to our working practices. During 2013-14 we received 111 complaints
and 486 appeals, of which 95% and 93%, respectively, were answered within our target of 10 working days.
Freedom of information
Our publication scheme is available on our website as required under the Freedom of Information
(Scotland) Act 2002. During the period April 2013 to March 2014 we received 22 requests for information
under the Act. We responded to 82% of these cases within the statutory period of 20 working days.
Human resources
During the period 1 April 2013 to 31 March 2014, we appointed 37 permanent staff. Of these appointments
20 were female and 17 were male; none of the appointees declared a disability and 1 was from an ethnic
minority. In addition, 3 Modern Apprentices were appointed of which 1 was female and 2 were male.
As at 31 March 2014, 216 permanent employees and 29 temporary staff were employed by SAAS. Currently
34 employees work part-time, with varied working patterns of 3 to 5 days, covering a minimum of 17 hours
per week. In addition, 1 member of staff works annualised hours and 5 work a full-time compressed week.
Breakdown of staff by gender as at 31 March 2014
Senior Civil Service
Senior Management
During the year a total of 2,011 business days were lost due to sickness absence, an average of 10.8 days
per employee. This was a slight increase from 10.6 days in the previous year.
We will complete our move to Saughton House in time for the 2015-16 session as part of the wider
Scottish Government’s plan to maximise occupation and efficiency from the Scottish Government estate.
Personal data related incidents
One minor data issue during the year resulting in around 100 customers of the Part-Time Fee Grant
scheme having personal, but non-sensitive, information of another customer printed on the reverse of
their award letters. Mitigation and remedial action has been implemented to avoid a recurrence.
Principal risks and uncertainties
The cyclical nature of our business and our reliance on IT systems coupled with the need for more robust
management information as a basis for process improvement work have all created challenges for the
Agency over the last year. We have operated from South Gyle Business Park for 20 years but will be
relocating to Saughton House, a Scottish Government owned building, during 2014-15. Our project team
will ensure that service delivery is maintained during the relocation period.
Risk and control
We maintain a risk register which identifies the key risks to the Agency, the actions required to mitigate
these risks and the impact should these risks become issues. We also have a business continuity plan. Both
the risk register and the business continuity plan are reviewed and updated by the Management Board
and Audit Committee. We also keep our IT and procedural systems of control under continuous review
and amend and improve when necessary.
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