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

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 e-mail 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.

Social Security Scotland

Inbox

[Redacted]

DWP Inboxes

[Redacted]

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

Social Security Scotland Inbox

[Redacted]

DWP Inboxes

[Redacted]

8.1.3 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.

Social Security Scotland Inbox

[Redacted]

DWP Inboxes

[Redacted]

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

Social Security Scotland Single Inbox

[Redacted]

DWP Single Inbox

[Redacted]

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 5 to 5(b).

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

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

8.1.7 The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes 1 to 3, 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.

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

8.1.9 The turnaround time for responding to dedicated email enquiries relating to appointees will be as soon as reasonably practical and within 5 working days, as detailed in Annexes 5 to 5(b).

8.1.10 DWP will respond to Social Security Scotland within 24 hours for any [Redacted] and will be dealt with by Social Security Scotland dedicated officers.

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

8.1.12 [Redacted] Further details are set out in the associated Data Sharing Agreement, as detailed in Annex 6.

Social Security Scotland Inbox

[Redacted]

DWP 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 customer.

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.

SG Escalation SPoC

[Redacted]

DWP Escalation SPoC

[Redacted]