Customer Advisory Panel
11 February 2026
10:00 – 12:00
Held via MS Teams and LCR meeting room, GRH
Attendees:
Jane Milne Director of Customer Service Operations and Archives
Cat Kearney Head of Customer Service Delivery
Simon Johnston Digital Records Service Manager
James Lighten Policy Officer
Pauline Monchy Senior Communications and Marketing Manager
Beatrice Bryant Head of Estates Portfolio
Christopher McCrum Statistician
Sam Harrison Business Support Manager
Rachel Mcleish Business Support Officer
Panel Members
Emily Redman
Linda Riddell
Emma Maxwell
Andy Mitchell
Kenneth A M Nisbet
Ken Simpson
Lewis Smith
Mike Andrews
Rachel Forrest
Apologies:
Sheena Maguire Head of NRS Customer Communication and Marketing
Gary Lawrie
Laura Baird
Allison Catalano
Jamie Smith
Kirsty Ross-Oliver
1. Welcome and Introductions
Welcome from Jane Milne (chair)
Apologies were noted as above.
2. Terms of Reference (ToR)
2.1 Discussions were had around the Terms of Reference within the group
2.2 Points were raised regarding some confusion on certain areas of the ToR, Jane confirmed these would be clarified.
In discussion the following actions were noted;
Action CAP – 005 : Terms of Reference to be updated and recirculated to panel members to agree via correspondence.
Action CAP – 006 : Add personas to agenda for next meeting – BMU
3. Survey Results
3.1 Conor Bennett from the Institute of Customer Service provided a presentation on the customer service survey, some of the key points from the survey were:
- NRS achieved a UKCSI score of 86.3, significantly above the Public Services and UK all‑sector average
- NRS outperforms many other public‑sector organisations including HMRC, DWP, DVLA, and NHS services
- NRS scored strongly across key UKCSI dimensions:
- Experience
- Emotional Connection
- Customer Ethos
- Ethics
- Complaint handling has improved but remains a relatively lower scoring area versus other dimensions
- NRS had lower levels of problems and complaints than both UKCSI and public sector
- NRS achieved higher satisfaction across all channels compared with sector benchmarks
3.2 Jane thanked Conor for attending the CAP meeting and encouraged anyone that had questions in regards to the survey to get in touch.
3.3 Discussions were had around surveys which use organisations who can be compared on a like for like basis, Jane advised that NRS has a range of other surveys which are regularly conducted including a specific archive sector survey on search rooms and this can be shared with panel members once completed.
In discussion the following actions were noted;
Action CAP – 007: Will share yearly results from archive services survey once these are received. – Cat/BMU
3.3 Another point raised was around customers who don’t use our services and how that feedback could be captured and also the need to focus on customers who attend physical services.
In discussion the following actions were noted;
Action CAP – 008: Share Conor’s slides with panel members after meeting. - BMU
4. NRS Branding Update
Pauline Monchy presented an update on the current branding research which NRS is undertaking, some of the key points shared were;
- NRS Brand has not been reviewed since 2011
- The current piece of work on Shaping NRS Future has opened discussions on the branding and visual identity for the organisation and how the NRS brand sits among the other brands
- A strong brand was more likely to encourage increased engagement with NRS which was more likely to lead to an increase in income
- Scotland’s People brand has been reviewed and refreshed in 2024, and Scotland’s Census and Register of Tartans have review works planned in 2026/27
- Business priority: looking at the NRS brand as a whole, and understand the brand hierarchy within NRS.
- The NRS brand needs to align with the new service orientated operating model. This was to ensure the transition to a customer-centric way of working can only be supported by a strong, recognisable and trusted identity/brand by our customers.
- Contract was awarded to Progressive - a Market Research Society (MRS) Company Partner. Established in 1985, Progressive has been at the forefront of market and social research in Scotland for more than three decades
- A series of eight focus group discussions with members of the public across Scotland
- Data processing and reporting with recommendations throughout Marc.
- The project would be fully completed by the end of March
In discussion the following actions were noted;
Action CAP – 009: Share more about branding and also digital archiving research / tartan that has been done recently – Sheena/BMU
5. Statistics and Census Update
Chris McCrum presented an update on Statistics and Census, some of the key points shared were;
- Various key publications over the last few months included
- Subnational population projections
- Key cause of death publications
- Population estimations
- On the 17th June 2025 plans were announced for Scotland’s Census 2031, topic consultation was also announced the same day which ran until November 2025
- Entered the analysis phase with a focus on user needs and published consultation criteria, including reviewing how users applied 2022 Census statistics to understand the real-world impact of the data
- Planned to publish consultation analysis and responses by spring 2026
- Working closely with ONS and NISRA to ensure improvements for the next census update
- Committed to ongoing stakeholder updates through the Scotland’s Census monthly newsletter and website
- Confirmed plans for a full Census Rehearsal in 2029
6. Estates Update
6.1 Beatrice Bryant presented an update on Estates, some of the key points shared were;
- Team of 15 staff across Edinburgh sites, providing support in all four buildings
- Specialisms include: building projects, sustainability, physical security, facilities management, and support services
- New Fire Safety Manager starting March 2026
- 24/7/365 days a year on‑call rota for incidents or emergencies
- Manages Hard/Soft FM, Physical Security contracts, and Professional Services Framework
- Ongoing statutory programmes: fixed wire testing, PAT testing, water risk, asbestos management, fire risk assessments, stone inspections, insurance inspections
- Compliance remains a major operational focus
- SG access security infrastructure upgrade completed at TTH, NRH and WRH (working with SG to agree plan for GRH)
- Ongoing Estates 5-Year Plan (prioritised, evidence-based PPM activities to support budget commissioning and task delivery)
- Recently completed major projects include : GRH Adam Dome and WRH External Fabric Repairs
- Projects under way: NRH Roof Overhaul Programme (Due to complete Spring 2026)
- Priorities for 2026/2027 were as follows;
- Robertson Wing Lift Replacement
- GRH external platform lift replacement
- TTH entrance improvements including entrance doors/screen replacement and reconfiguration of WC’s at ground floor
- NRH Dundas Suite staff area completion
- TTH Archive treatment room completion
- TTH Archive environmental project completion
- NRH lift replacement
- GRH lift replacement
In discussion the following actions were noted;
Action CAP – 010: To share early plans for historical search room desk for any input and feedback - Cat/BMU
6.2 Discussions were had regarding space for customers to use as a breakout space when in the building for research. Beatrice confirmed that NRS are currently working with an external space planner to consider how all spaces are used across NRS buildings for staff, customers and record storage.
7. Gaelic Language Plan
7.1 James Lighten presented an update on the Gaelic Language Plan, some of the key points shared were;
- The plan was voluntary but aligns with Scotland’s National Gaelic Language Plan and statutory obligations under the Gaelic Language (Scotland) Act 2005 and Scottish Languages Act 2025
- Gaelic was recognised as an official language of Scotland
- Although not required to produce a statutory plan, NRS chose to do so to support national language goals
- NRS agreed in March 2025 to create a voluntary plan and formed a Gaelic Language Plan Assurance Group
- Customer and staff surveys were conducted in 2025 to assess:
- Internal Gaelic skills, training needs, and current usage
- Public demand for Gaelic services
- These survey results concluded that there was a high internal interest in learning the language
- Next steps include consideration of: Increase visibility of Gaelic in NRS’s identity and branding, welcome Gaelic correspondence and provide selected Gaelic content, expand Gaelic resources on Scotland’s People and archival services and provide training awareness materials and Integrate Gaelic into induction and recruitment principles
- The language plan would be shared with the Executive Management Board for approval before the plan can be put into action
In discussion the following actions were noted;
Action CAP – 011: to send revised Gaelic Language plan to panel members – James Lighten/BMU
8. Answer Pre Submitted Questions
These have been sent to panel members to read.
9. AOB/Close
9.1 Discussions were had around agenda and how long each meeting should be due to tight timeframe to go through everything.
In discussion the following actions were noted;
Action CAP- 012: Review agenda and meeting timings – BMU/Jane
9.2 Jane thanked everyone for their time and would be looking forward to seeing everyone as a group at the next scheduled meeting on 10 June 2026.
9.3. A query was raised regarding the potential removal of half-day bookings in the Scotland’s People Search Room. Formal communications will be made public this month, but in the interest of transparency we also wanted to share with our CAP members.
We are unable to continue offering half-day bookings under the current legal regulations. We know this service has been popular, so we are reviewing the legal regulations with a view to reintroducing a half-day option in future.
In the meantime, we want to make sure our services remain as accessible as possible. We are pleased to be able to offer a limited number of free two hour search
sessions to personal research, with full-day bookings remaining available at £15.
- A limited number of free two hour sessions will be available every second Thursday, from 1400 – 1600 dates TBC & will be listed online
- Sessions are not bookable, and are available to walk-in customers
- One free session is available per customer, per calendar month
- Free sessions are only available for personal research, not commercial use.
