Winter Heating 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.

8.1.1 DWP will deliver the scan in accordance with the associated Data Sharing Agreement, as detailed in Annex 2 of this Agreement.

8.1.2 DWP will deliver data sharing for DWP clerical cases as detailed in Annex 3 or, when there is an [Redacted], as detailed in Annex 4, for clients resident in Scotland who meet the eligibility criteria detailed in Annex 1, in accordance with the associated Data Sharing Agreement.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.3 The Winter Heating Payment bereavement process to establish Next of Kin and/or confirm eligibility criteria is detailed in Annex 5.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.4 Where a request for a Global Unique Identifier (GUID) is made, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 6.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.5 The turnaround time for responding to dedicated email enquiries relating to the processes, as detailed in Annexes 2 to 4 and 6, will be as soon as reasonably practicable and within 5 working days. For any enquiries, which are complex and are off-system the turnaround time will be 10 working days.

8.1.6 The turnaround time for responding to dedicated email enquiries relating to, the Bereavement Process, as detailed in Annex 5 will be as soon as reasonably practicable and within 1 calendar month.

8.1.7 Scottish Ministers and DWP will confirm with the other Party the [Redacted] associated with [Redacted], as detailed in Annexes 7 and 8.

SPoCs for each Party are as follows:

Social Security Scotland Inbox

[Redacted]

DWP Inbox

[Redacted]

8.1.8 The turnaround time for responding to dedicated email enquiries relating to [Redacted] will be 2 working days, as detailed in Annexes 7 and 8.

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 number of anticipated enquiries to DWP.

SPoCs for each Party are as follows:

SG Escalation SPoC

[Redacted]

DWP Escalation SPoC

[Redacted]