Child 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 Scottish Ministers will notify DWP of CDP application details where a DWP DLAc interest is held in the [Redacted] as detailed in Annex A to T.

8.1.2 Where a case is transferred from DWP to Scottish Ministers, the process as detailed in Annex K will apply. Where there are [Redacted] to this process, Annexes L to T will apply.

8.1.3 Scottish Ministers and DWP will provide each other with relevant information where a case is being transferred and the case includes a Motability agreement, as detailed in Annexes O to R.

8.1.4 Scottish Ministers will provide DWP with [Redacted] containing details of all CDP cases that are in receipt of the benefit on any day during the qualifying week for Christmas Bonus, as detailed in the [Redacted] Data Sharing Agreement', as referenced, in Section 4 (Derivation) of this Agreement.

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

8.1.6 Scottish Ministers will confirm with DWP when a [Redacted] case has been identified when a Scottish resident moves to England/Wales as detailed in Annex V. [Redacted], as detailed in Annex W.

8.1.7 Where there is a requirement to confirm [Redacted] associated with [Redacted] cases, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annexes X(1) and X(2).

8.1.8 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 Y(1) to Y(4).

8.1.9 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.

8.1.10 The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes A to T 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.

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

8.1.12 The turnaround time for responding to dedicated email enquiries relating to [Redacted], will be as soon as reasonably practical and within 10 to 15 working days as detailed in Annex U(1) to U(3).

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

8.1.14 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.

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

8.1.16 Scottish Ministers will provide updates to, and retrieve data from, a number of DWP [Redacted] which will enable Scottish Ministers to assess eligibility. Further details are set out in the '[Redacted] Data Sharing Agreement' and '[Redacted] MOU' as referenced, in Section 4 (Derivation) of this Agreement.

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.