Scottish Child 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 email inboxes as follows:

8.1.1 To confirm the award status for applicant when clerical cases are identified in the [REDACTED], as detailed in Annex A.

Social Security Scotland

Single Inbox

[REDACTED]

DWP Inboxes

[REDACTED]

8.1.2 To confirm the award status for the applicant when [REDACTED] cases are identified in the [REDACTED], as detailed in Annex B.

Social Security Scotland Single Inbox

[REDACTED]

DWP Inboxes

[REDACTED]

8.1.3 Scottish Ministers and DWP will confirm with either party [REDACTED] cases [REDACTED], as detailed in Annex C and Annex C(1).

Social Security Scotland Single Inbox

[REDACTED]

DWP Single Inbox

[REDACTED]

8.1.4 Details of the specific data being shared can be found in the [REDACTED] Data Sharing Agreement (DSA), in Section 4 (Derivation) of this Agreement.

8.1.5 The turnaround time for responding to dedicated email enquiries relating to clerical and [REDACTED] cases will be 3 working days. For any enquiries, which are complex and are off-system the turnaround time will be 10 working days, as detailed in Annexes A to B.

8.1.6 The turnaround time for responding to dedicated email enquiries relating to [REDACTED] will be 2 working days, as detailed in Annex C.

8.1.7 The agent-to-agent email service will be available from 8.00am to 6.00pm Monday to Friday excluding Bank Holidays.

8.1.8 DWP will supply to Scottish Ministers a monthly data & analytics data file containing all Scottish Universal Credit Full Service cases that have a child under six years old, which will enable Scottish Ministers to assess eligibility. Scottish residents will be invited to claim SCP through the existing invitation letter to Best Start Grant (BSG). Further details are set out in the [REDACTED] Data Sharing Agreement (DSA) and the BSG Service Level Agreement, as referenced in Section 4 (Derivation) of this Agreement.

8.1.9 DWP will supply to Scottish Ministers a monthly spreadsheet containing details of all Scottish Pension Credit Child Addition Cases, which will enable Scottish Ministers to assess eligibility. Scottish Ministers will be able to check eligibility and make a decision regarding the claim for SCP. Further details are set out in the [REDACTED] Data Sharing Agreement (DSA), as referenced in Section 4 (Derivation) of this Agreement and detailed in Annex H.

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 exception cases where 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.

SG Escalation SPoC

[REDACTED]

DWP Escalation SPoC

[REDACTED]