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.

8.1.1 DWP will confirm the award status for the applicant when [Redacted] cases are identified 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. Contact will be made between SPoCs through e-mail inboxes as follows:

Social Security Scotland Single Inbox

[Redacted]

DWP Inboxes

[Redacted]

8.1.2 DWP will confirm the award status for the applicant when [Redacted] Cases are identified in the [Redacted], 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 [Redacted] is identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 3.

Social Security Scotland Inbox

[Redacted]

DWP Inboxes

[Redacted]

8.1.5 Scottish Ministers and DWP will confirm with either party the control measures associated with [Redacted], as detailed in Annex 4 and Annex 4(a).

8.1.6 The turnaround time for responding to dedicated email enquiries relating to [Redacted] will be 2 working days, as detailed in Annex 4(a).

Social Security Scotland Inbox

[Redacted]

DWP Single Inbox

[Redacted]

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 impact a higher number than anticipated enquiries to DWP.

SG Escalation SPoC

[Redacted]

DWP Escalation SPoC

[Redacted]