Best Start Grant applications - system performance and stability issues: FOI release

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

Information requested

You asked for: Details of system performance and stability issues that impacted delivery and necessitated invocation of a number of contingencies and workarounds while processing Best Start Grant applications up to 28 February 2019.


The system performance and stability issues were within expected parameters for a launch of this nature and did not have an impact on delivery of the benefit.

Contingencies and workarounds are in place to ensure delivery is not impacted and were used in two instances.

At the launch of Best Start Grant, the operating platform experienced periods of intermittent functionality. This led to client information being gathered manually for the first few days and did not impact on the time taken to process their claim.

There were also some issues with intermittent access to data held in the BabyBox system. This required some staff to contact the BabyBox team directly to verify the appropriate information. This issue was resolved through improvements to that system in the first few weeks after launch. This did not impact on delivery of the benefit.

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Please quote the FOI reference
Central Enquiry Unit
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road

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