Communication Strategy 2025-28

For our communication strategy to be effective we need to remember the key role our stakeholders play in the debt advice journey and the impact their advice has on those entering into a statutory debt relief or a debt management solution.

We will ensure our stakeholders are:

• considered from the outset of developing communications
• involved in the content design process
• kept up to date via the most appropriate communication method in a timely manner

This will be achieved by listening to our stakeholders and making improvements based on their feedback.

Our strategy will see us:

• analysing feedback and implementing change from the Customer Satisfaction Survey carried out in December 2024
• establishing new stakeholder working groups including a lived experience group
• creating content design working groups which will include external subject matter experts
• working closely with digital colleagues in Scottish Government to ensure the customer journey as a whole is complete
• delivering bespoke stakeholder training sessions and tailored events
• adopting a shared services approach alongside other agencies and departments in Scottish Government