Publication - FOI/EIR release

Disclosure Scotland: I.T. failures: type, severity, affected processing times: FOI release

Published: 25 Nov 2019
Part of:
Public sector

Information request and response under the Freedom of Information (Scotland) Act 2002

Published:
25 Nov 2019
Disclosure Scotland: I.T. failures: type, severity, affected processing times: FOI release
FOI reference: FOI/19/02419
Date received: 29 Oct 2019
Date responded: 21 Nov 2019
Information requested

1.  Any information about IT failures or IT issues at Disclosure Scotland in the last six months. Please include the type of failure/issue, the severity, how many people were affected, and how they were affected.
2.  Any information about IT failures affecting the processing/waiting times of any type of disclosure (basic, standard, enhanced, PVG)

Response

While our aim is to provide information whenever possible, in this instance the Scottish Government does not have some of the information you have requested, as we do not currently have the ability to definitively link system downtime/disruption with adverse impact on application waiting times.

The answer to your question is: 
1.  Any information about IT failures or IT issues at Disclosure Scotland in the last six months. Please include the type of failure/issue, the severity, how many people were affected, and how they were affected. 
In order to respond to your question we have set out the information in summary tables for each calendar month. These have been included at Annex 1.
2. 
Any information about IT failures affecting the processing/waiting times of any type of disclosure (basic, standard, enhanced, PVG)

The tables below identify service availability.
In summary we have met our SLAs with internal users every month with the exception of October. Digital services i.e. our customer facing service met all availability targets with the exception of the month of August. 
As mentioned above, we do not currently have the ability to definitively link system downtime/disruption with adverse impact on application waiting times.

Our system availability targets are as follows:

Digital Services (Basic Disclosure Online & Business 2 Business):

Availability 24/7 365 days per year. Target 99.5%

Agent Services: 
Availability M-F 07:00 to 19:00.
Target 99.5%

Month

Digital services availability

Agent services availability

May 19

100%

100%

June 19

100%

100%

July 19

99.95%

99.82%

Aug 19

95.52%

100%

Sept 19

100%

100%

Oct 19

100%

96.92%

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.

Contact

Please quote the FOI reference
Central Enquiry Unit
Email: ceu@gov.scot
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road
Edinburgh
EH1 3DG