Adult Disability Payment: Service Level Agreement between The Secretary of State for Work and Pensions and Scottish Ministers

8. Service Delivery Standards

8.1 The Services will be delivered in accordance with the Service Delivery

Standards set out below.

8.1.1 Where a clerical PIP claim has been received by DWP from a client resident in Scotland, DWP will follow the process to provide the relevant information, as detailed in Annex 1.

SPoC as follows:

Social Security Scotland Inbox

[Redacted]

8.1.2 Where a client has been awarded ADP and moves to England or Wales, Scottish Ministers and DWP will follow the process to provide each other with the relevant information, as detailed in Annex 2.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inboxes

[Redacted]

8.1.3 Where a Linking Award has been identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 3 to 3(b).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.4 Where Industrial Injuries Disablement Benefit and Constant

Attendance Allowance (IIDB CAA) cases are identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 4 and 4(a).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.5 Where Scottish Ministers identify an issue with a Global Unique Identifier (GUID), Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 5.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.6 Where a client resident in Scotland and under state pension age incorrectly sends an Attendance Allowance (AA) claim to DWP, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 6.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.7 Where Scottish Ministers require DWP to provide case transfer paper forms and evidence to support case transfer, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 7.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.8 Where DWP require Scottish Ministers to confirm an AA interest/award, Scottish Ministers and DWP will follow the process to provide each other with relevant information as detailed in Annex 8.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.9 Where Scottish Ministers and DWP need to provide each other with relevant case transfer information relating to DLA WA cases, they will follow the process as detailed in Annexe 9 to 9(g).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.10 Where Scottish Ministers require DWP to confirm whether DLA WA is currently awarded prior to ADP being awarded, Scottish Ministers and DWP will follow the process at Annex 10.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.11 When a Special Rules Terminally Ill (SRTI) case, change in needs is reported to DWP, they will follow the process to provide Scottish Ministers with relevant information, as detailed in Annex 11.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.12 Where a PIP claimant is residing abroad and Genuine Sufficient Link (GSL) to Scotland is a consideration or any other case transfer scenario not already covered, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 12.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.13 Where a terminal illness change in needs case is reported to Scottish Ministers and DWP is unable to transfer the case, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 13.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.14 Where Scottish Ministers receive an inbound Benefits AssesSMent for Special Rules in Scotland (BASRiS) form and there is an open PIP claim, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 13.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.15 Where Social Security Scotland identifies Armed Forces Independence Payment (AFIP) cases, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annexes 14 and 14(a).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.16 Where Electronic Exchange of Social Security Information (EESSI)cases are identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annexes 15 to 15(b).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.17 Scottish Ministers and DWP will confirm with the other Party the [Redacted], as detailed in Annexes 16 and 16(a).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.18 Where a new appointee or a change to appointee is identified, Scottish Ministers and DWP will follow the processes to provide each other with relevant information, as detailed in Annexes 17 to 17(c).

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.19 [Redacted]

8.1.20 Where a case is identified as being problematic for both Parties during the agreed case transfer process, which is impacting the client, both Parties will work together to resolve by following the process as detailed in Annex 18.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.21 Details of the specific data being shared can be found in the associated Data Sharing Agreement.

8.1.22 The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes 1 to 12, will be as soon as reasonably practicable and within 5 working days. For any enquiries, which are complex and are off system the turnaround time will be 10 working days.

8.1.23 The turnaround time for responding to dedicated email enquiries relating to SRTI cases will be 1 working day, as detailed in Annexes 13 and 13a. For any enquiries, which are complex and are off system the turnaround time will be 10 working days.

8.1.24 The turnaround time for responding to dedicated email enquiries relating to Armed Forces Independence Payment cases will be 2 working days, as detailed in Annexes 14 and 14(a). For any enquiries, which are complex and are off system the turnaround time will be 10 working days.

8.1.25 The turnaround time for responding to dedicated email enquiries relating to [Redacted], will be as soon as reasonably practicable and within 15 working days as detailed in Annexes 15 to 15(b).

8.1.26 The turnaround time for responding to dedicated email enquiries relating to [Redacted] will be 2 working days, as detailed in Annexes 16 and 16(a).

8.1.27 The turnaround time for responding to dedicated email enquiries relating to appointees will be as soon as reasonably practicable and within 5 working days, as detailed in Annexes 17 to 17(c). For enquiries that relate to SRTI claims, the turnaround time will be 48 hours.

8.1.28 The turnaround time for responding to dedicated email enquires relating to known system issues are:

Priority	Timescale	Scenarios
High	Within 24hrs	Preventing payment to a client, SRTI, Scottish Ministers or Parliamentary enquiry
Medium	Within 72 hrs	Case queries which don't prevent payment but have a negative impact on client journey
Low	Within 5 days	General Process issues

As detailed in Annex 18.

8.1.29 The agent-to-agent email service will be available from 8.00 am to 6.00 pm Monday to Friday excluding public and privilege holidays.

8.1.30 Scottish Ministers will provide updates to, and retrieve data from, a number of DWP data services which will enable Scottish Ministers to assess eligibility for ADP. Further details are set out in the associated Data Sharing Agreement.

8.2 Escalation will be between SPoCs at team management level, between Social Security Scotland and DWP operational teams in appropriate cases including, but not limited to:

8.2.1 Where Service Delivery Standards have not been met.

8.2.2 Where there are cases when the normal Service Delivery Standards would have an unacceptable impact on the client.

8.2.3 When Social Security Scotland business continuity plans are invoked which would result in a higher than anticipated number of enquiries to DWP.

SPoCs for each Party are as follows:

SG Escalation SPoC

[Redacted]

DWP Escalation SPoC

[Redacted]