Meeting of the Parliament 10 November 2015
I thank the cabinet secretary for early sight of his statement.
This is a report full of management speak that nonetheless reveals a system in chaos, summed up by one of the key findings—namely that the current C3 performance framework lacks detail on quality of service, cost and outcomes. That deficiency has resulted in a huge disconnect between what is happening in practice and what should be happening in theory, through—it should be stressed—absolutely no fault of the call handlers themselves.
The report is peppered with overly optimistic, unjustifiable comments about improvements already made. My question therefore is this: given that we have heard all these assurances uttered by the cabinet secretary before and restated today, what possible confidence can the general public have that call handling in Scotland is fit for purpose to ensure that history is not repeated?