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. Contact will be made between SPoCs through secure e-mail inboxes as follows:

8.1.1 [Redacted] Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex A.

8.1.2 [Redacted] a Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex B.

8.1.3 [Redacted] Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex C(1) and C(2).

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 Annexes D(1) and D(2).

8.1.5 [Redacted] Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex E.

8.1.6 [Redacted] Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex F.

8.1.7 [REDACTED]

8.1.8 Where a Disability Living Allowance Working Age case instigates [Redacted] Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annexes G(1) to G(11).

8.1.9 [Redacted] Scottish Ministers will follow the process at Annex H.

8.1.10 Where DWP receive a [Redacted] from a client resident in Scotland or a client in receipt of an ADP award, Scottish Ministers and DWP will follow the process as detailed in Annex I.

8.1.11 Where Scottish Ministers receive an [Redacted] and there is a PIP open claim, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex J.

8.1.12 Where a [Redacted] case is reported to the ADP or DWP team during case transfer, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex K.

8.1.13 Where [Redacted] case is reported and the DWP case transfer [Redacted], Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex L.

8.1.14 Where Armed Forces Independence Payment (AFIP) cases are identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annexes M(1) and M(2).

8.1.15 Where [Redacted] cases are identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annexes N(1) to N(3).

8.1.16 Scottish Ministers and DWP will confirm with either party the [Redacted] cases, as detailed in Annexes O(1) and O(2).

8.1.17 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 P(1) to P(4).

8.1.18 [Redacted]

8.1.19 Details of the specific data being shared can be found in the [Redacted] Data Sharing Agreement as referenced in Section 4 (Derivation) of this Agreement.

8.1.20 The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes A to G(11), will be as soon as reasonably practical and within 5 working days. For any enquiries, which are complex and are off-system the turnaround time will be 10 working days.

8.1.21 The turnaround time for responding to dedicated email enquiries relating to [Redacted] cases will be 1 working day, as detailed in Annexes J to L. For any enquiries, which are complex and are off-system the turnaround time will be 10 working days.

8.1.22 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 M(1) and M(2). 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 [Redacted] will be as soon as reasonably practical and within 15 working days as detailed in Annexes N(1) to N(3).

8.1.24 The turnaround time for responding to dedicated email enquiries relating to [Redacted] will be 2 working days, as detailed in Annexes O(1) and O(2).

8.1.25 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 P(1) to P(4). For enquiries that relate to [Redacted] claims, the turnaround time will be 48 hours.

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

8.1.27 [Redacted].Further details are set out in the [Redacted] Data sharing Agreement and [Redacted] 'Memorandum of Understanding' as referenced, in Section 4 (Derivation) of this Agreement.

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

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 impact a higher number than anticipated enquiries to DWP.