Carer's Allowance Supplement: Service Level Agreement between The Secretary of State For Work and Pensions and Scottish Ministers

9. Service Delivery Standards

9.1 DWP will deliver the Services in accordance with the Service Delivery Standards set out below.

9.2 DWP will deliver the scan in accordance with the [Redacted] Data Sharing Agreement, as referenced in Section 4 (Derivation) of this Agreement, and as detailed in Annex 1 of this Agreement.

9.3 Any identified between Social Security Scotland and DWP [Redacted] are operated via email through a secure centralised inbox, as referenced in the [Redacted] Data Sharing Agreement, using the CAS [Redacted] referral form. [Redacted] The turnaround time for responding to email [Redacted] is 3 working days.

9.4 The emails within the secure centralised inbox will be checked regularly in accordance with DWP BAU processes.

SG Inbox

[Redacted]

DWP Inbox

[Redacted]

9.4 Escalation of any concerns or issues with the operational services will be between

SPoCs at Team Management Level between Social Security Scotland and DWP operational teams in appropriate cases including, but not limited to, where:

9.5.1 Service Delivery Standards have not been met, e.g. timescale for response is not met within 3 working days.

9.5.2 [Redacted] where the normal Service Delivery Standards would have an unacceptable impact on the customer. These [Redacted] are contained and detailed within the '[Redacted] Data Sharing Agreement' as referenced in Section 4 (Derivation) of this Agreement.