Job Start 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. Contact will be made between SPoCs through email inboxes as follows:

8.1.1 To confirm the award status for applicant when clerical cases are identified in DWP Data Services, as detailed in Annex 1.

8.1.2 To confirm the award status for the applicant when [Redacted] are identified in DWP Data Services, as detailed in Annex 2.

8.1.3 The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes 1 and 2, will be as soon as reasonably practical and within 3 working days. For any enquiries which are complex and are off-system the turnaround time will be 10 working days.

8.1.4 Where a request for a Global Unique Identifier (GUID) is identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 3.

SPoCs for each Party are as follows:

8.1.5 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 4 to 4(c).

SPoCs for each Party are as follows:

8.1.6 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 4 to 4(c).

8.1.7 Scottish Ministers and DWP will confirm with either Party the control measures associated with [Redacted], as detailed in Annex 5 and Annex 5(a).

SPoCs for each Party are as follows:

8.1.8 The turnaround time for responding to dedicated email enquiries relating to [Redacted] will be 2 working days, as detailed in Annex 5(a).

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.