Annex D: Key Terms
| Term | Definition |
|---|---|
| Consumer duty | A requirement for public bodies to consider how their policies and services affect consumers and ensure they are treated fairly. |
| Continuous improvement (CIMP) | An ongoing programme that delivers enhancements to systems and services—such as accessibility updates to SETS - to improve performance and user experience. |
| Declaration rates | The percentage of staff who choose to provide personal diversity information (e.g. disability status, ethnicity). |
| Equality, diversity and inclusion (EDI) | An organisational approach that promotes fairness, values diversity and ensures an inclusive environment for staff and service users. |
| Employee passport | A document that explains what support a staff member needs at work. |
| Enhanced support policy | A policy that offers extra support to service users who may need additional help, whether temporarily or permanently - e.g. bereavement, illness, or translation needs. |
| Equality impact assessment (EQIA) | A process used to check whether a policy, decision or service may disadvantage people with protected characteristics. |
| Equality outcomes | Long-term goals set by a public body to improve equality for staff and service users. |
| Fairer Scotland duty | A requirement for public bodies to reduce inequalities of outcome, especially those caused by socio-economic disadvantage. |
| Gender pay gap | The percentage difference between the average hourly earnings of men and women. |
| Inclusive language | Language that avoids stereotypes or assumptions and ensures communication is fair, respectful, and accessible to all. |
| Integrated impact assessment (IIA) | A combined assessment approach covering EqIA, the Fairer Scotland Duty and the Consumer Duty. |
| Mainstreaming equality | Making equality part of everyday work, decisions, behaviours, and organisational culture. |
| Neurodiversity toolkit | Guidance designed to help staff and managers understand and support colleagues with neurodiverse conditions such as autism, ADHD, or dyslexia. |
| People strategy | The organisation’s plan for supporting, engaging, and developing its workforce. |
| People Survey | An annual UK Civil Service survey that gathers staff views on topics including inclusion, fair treatment, and engagement. |
| Protected characteristics | Personal attributes protected by the Equality Act 2010, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. |
| Public sector equality duty (PSED) | A legal duty requiring public bodies to eliminate discrimination, advance equality of opportunity and foster good relations. |
| ReciteMe toolbar | An accessibility tool on the Revenue Scotland website that lets users customise layout, text style, colours and have content read aloud in multiple languages. |
| Scottish Electronic Tax System (SETS) | The digital system used for submitting and managing tax returns for Scotland’s devolved taxes. |
| Scottish specific duties (SSDs) | Scottish regulations requiring public bodies to report on equality mainstreaming, set equality outcomes and publish progress. |
| Service users | People who interact with Revenue Scotland’s services, including taxpayers, agents, and intermediaries. |
| User-centred design (UCD) | A method of designing services based on research with real users to ensure services meet their needs. |
| User research | Surveys, interviews, testing, and other activities used to understand users’ experiences and gather evidence to improve services. |