Suggested improvements to the Scheme from cardholders and operators

• Several aspects of the application and renewal process could be improved, particularly for disabled cardholders
• Greater consistency and clarity needed on additional uses/benefits of the NEC
• Some appetite for a digital NEC option as a complementary (rather than standalone) resource. However, it is currently only possible for people to have access to the Scheme in one format.
• Calls for expanding the scope of the Scheme, to allow free travel on trains, trams and the subway for all cardholders
• Additional driver training seen as being needed
• Operators made several suggestions about reimbursement

The application and renewal process

Survey respondents were asked what could be done to improve the initial application process as well as the renewal or replacement process, with around 300 respondents providing suggestions at each question. In addition, further comments and suggestions were provided across a number of other survey questions, while focus group participants also indicated areas for improvement. The main suggestions highlighted most often across both survey and focus group respondents are outlined below:

General information provision

• Provide clearer information about what is required to apply, replace or renew the NEC (including ID and any evidence needed), as well as guidance on where and how to do this.
• Reduce application processing delays and provide better and more timely communication to applicants about the process, any issues with their application, when to expect the card, etc. (Information is available online to allow 10 days for a card to reach the recipient following an application, and both local authorities and getyournec should provide follow-up information regarding issues or reasons for failed applications).
• Conduct more extensive advertising and awareness raising about eligibility for the Scheme, and the nature and benefits of each card type.
• More information and awareness raising that a temporary seven day pass can be issued where cards are valid but have stopped working.

Changes to the online application and renewal process:

• Make the online information and application (both first and renewals) easier to find and navigate.
• Make the online application/renewal system more user friendly (this was one of the most common suggestions among survey respondents), in particular:
  • Improve the process for photos (including allowing a photo to be uploaded). While it should be noted that the upload facility for photos is already in place, survey respondents noted that this did not support picture file formats used by iPhones.
  • Allow for corrections and for documents to be uploaded and replaced.
  • Make it clear and ensure multiple pages of evidence documents can be uploaded.
  • Allow applications to be shared with health professionals for evidence and signatures to be added.

Application and renewal formats

• Provide greater consistency in the application and renewal requirements and approaches between local authority areas.
• Provide in person and telephone application/renewal options and support in all local authority areas.
• Provide more options for alternative formats, including paper forms, telephone support, large print, easy read and audio options.

Application and renewal process for disabled cardholders

• Remove expiry dates and renewals for those with lifelong conditions.
• Issue reminder letters/emails ahead of renewals, alerting cardholders to the need to renew it and providing information on how to do this.
• Make it easier to prove eligibility, for example using data sharing protocols that allow automatic checks with Social Security Scotland and ensure disabled applicants have the relevant information to understand which application method may suit them best. Local authorities currently can access Social Security Scotland’s data sharing portal, meaning details can be confirmed if an applicant provides outdated or incomplete information, however getyournec do not have access.
• Align expiry dates with disability benefit review/expiry dates, and/or reconsider the timescale for valid dates on documentation/evidence as letters from Social Security Scotland/Department for Work and Pensions, or from medical professionals, are not always received in line with current requirements or NEC renewal periods.
• Expand the range of ID documentation which is allowed - requiring driving licenses or passports was considered too limited. Currently, the following forms of photo ID are accepted: passport, driving license, pass accredited ID, E-Visa, and when these are not available NECPO have a photo referee system.
• Save basic information and evidence so it does not need to be sourced and entered at each renewal, while allowing for updates and changes to be made, as well the provision of more recent evidence regarding eligibility.
• Expand eligibility for sight impaired companion cards beyond those registered blind to support those with other sight impairments, particularly severe impairments and those with limited vision in poor light.

Coverage

Respondents made several requests across the evaluation feedback to expand the Scheme. In particular, they recommended including free travel on all trains, as well as on the Glasgow subway and Edinburgh trams. It was argued that free travel on these modes of public transport should be allowed for all cardholders, and not restricted to certain card types or local arrangements (as was currently the case). It was argued that consistent arrangements were required to provide greater equity.

A few cardholders also wanted to see the Scheme expanded in other ways. This included providing a discount/subsidy for taxis, extending the Scheme to include night buses and UK-wide bus travel, and extending eligibility for the Scheme to carers and those working in social care. A small number of survey respondents and community transport operators also called for the Scheme to include S19 services, such as door-to-door, dial-a-ride, and on demand services.

Clarity and consistency of additional uses

One key suggestion from cardholders and support organisations was to provide clearer information about any additional uses or benefits of the NEC. This included details about any discounts that are available on other public transport modes, any other locally available benefits or support, and information around the use of the NEC as official/government issued ID and what this can be used for.

There were also calls for these additional uses/benefits to be consistent across the country, so that all cardholders are able to access the same benefits and discounts, regardless of the type of card they have or where they live. It was felt this would provide clarity and equity for cardholders, and would help service providers and support services provide clear and consistent advice.

It should be noted, however, that additional uses and benefits are determined and provided by each respective local authority. Therefore, any efforts to provide consistency would require a co-ordinated approach and support from all local authorities.

NEC format

There were some cardholders (both in survey and focus group feedback) that desired an option for a digital version of the NEC, for example, one that could be held on smartphones. This was considered sensible and compatible with current technology and other ticketing systems. A few respondents felt this would be more convenient, and would provide a backup should they ever lose the physical card:

A few also suggested that a digital option, perhaps through an app or online account would be helpful. It was suggested that this could allow paperless communication; support the provision of updated information or change of circumstance; provide alerts about expiry dates/renewals; and provide a platform for applications, replacements and renewals. In all cases, however, cardholders felt that any digital version should be in addition to, rather than as a replacement of, the physical card.

One bus operator, however, noted difficulties with moving to a more digital system. They highlighted that this would require uninterrupted internet connections on buses and in their offices to facilitate this, which was not practical or possible. Transport Scotland also noted that it was currently only possible for people to have access to the Scheme in one format.

A few sight impaired cardholders also asked if a distinguishing/tactile feature could be added to the NEC. This would help to make it easily recognisable among their other cards, and could also help them to know which side of the card needed to be presented to drivers/conductors.

In addition, a small number of cardholders (across both survey and focus group feedback) suggested that it might be better if the card had more detail about someone’s disability. This could discretely alert drivers to their additional needs, to possible communication difficulties, and to know what kind of support or assistance to offer.

Eligibility criteria

A small number of survey respondents and focus group participants suggested that the age limit for the over 60 cardholders could perhaps be reconsidered. It was suggested that provision of free bus travel under the Scheme should either move in line with the state pension age (i.e. stay within five years of retirement), be the same as the state retirement age, or that it should be provided as a means tested benefit. These respondents were concerned about the overall cost of the Scheme and whether such a universal benefit was a good/appropriate use of tax payers’ money. There was a sense that the Scheme should not be used to support those in employment, or those with higher incomes:

It should be stressed, however, that this was very much a minority view and most welcomed the financial inclusivity and benefits that the Scheme afforded.

Operator reimbursement system

A few bus operators suggested changes related to reimbursement. Specifically, there were calls for the reimbursement rate to be increased, and for more long term certainty to be provided in this respect:

Two operators also felt that the reimbursement calculation should reflect more broadly the types of journeys made and range of ticket options used by commercial passengers. One suggestion was to base the reimbursement rate on the average commercial fare/average commercial journey price. Another suggestion was to separate out the long distance coach industry from local services and create different reimbursement models (as it was felt there was considerable disparity in fare structures between the two sectors).

Driver training

Across the survey feedback and different focus groups, it was suggested that additional driver training was needed to improve their awareness and understanding of eligibility for the various disabled cards. It was felt this would help avoid unnecessary questioning or challenging of cardholders, rudeness, perceptions of judgement, and the lack of patience shown by some drivers. In addition, it was suggested that more general disabilities/equalities training was also needed. Operators, however, noted that training was already provided to drivers in this respect.

Others suggested that drivers should be trained to, or have more authority to, ensure that disabled and accessible seating always remained free for those that needed it most, and to assist them to be safely seated.

One support organisation highlighted specific training for bus companies in relation to sight impairment. They noted ongoing work with operators in Glasgow and Edinburgh to improve accessibility for sight impaired passengers. This work involved Sight Loss Councils (SLCs), which is an initiative supported by Thomas Pocklington Trust (TPT), Visibility Scotland, and Sight Scotland.