Service level agreement between the Secretary of State for Work and Pensions and Scottish Ministers in respect of Child Winter Heating Assistance

8. Service delivery standards

8.1 DWP will deliver the Services in accordance with the Service Delivery Standards set out below.

8.1.1 DWP will deliver the scan in accordance with the [REDACTED] Data

Sharing Agreement as referenced in Section 4 (Derivation) of this

Agreement, and as detailed in Annex A of this Agreement.

8.1.2 DWP will deliver data sharing for DWP clerical cases of residents in

Scotland in receipt of Disability Living Allowance for Children in

accordance with the [REDACTED] Data Sharing Agreement as

referenced in Section 4 (Derivation) of this Agreement, and as detailed

in Annex B of this Agreement"

8.1.3 DWP will confirm the [REDACTED] associated with [REDACTED], as

detailed in Annex C.

8.1.4 The turnaround time for responding to dedicated email enquiries relating

to [REDACTED] will be 2 working days, as detailed in Annex C.

Social Security Scotland Inbox
[REDACTED]

DWP Inbox
[REDACTED]

8.2 Escalation of any concerns or issues with the operational service will be between SPoCs at Team Management Level between Social Security Scotland and DWP Operational Teams in appropriate cases including, but not limited to, where:

8.2.1 Service Delivery Standards have not been met, e.g. timescale for the agreed delivery of scan.