Child Winter Heating Assistance: 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 [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 Child Disability Payment 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 deliver data sharing for DWP clerical cases of residents in Scotland in receipt of Disability Living Allowance. When there is an automated failure process, is detailed at Annex B(1).

Social Security Scotland Inbox

[REDACTED]

DWP Single Inbox

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8.1.4 Scottish Ministers and DWP will confirm with either party the control measuresassociated with [REDACTED] cases [REDACTED], as detailed in Annex C to Annex C(1).

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

Social Security Scotland Inbox

[REDACTED]

DWP Single Inbox

[REDACTED]

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 [REDACTED] 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 for anticipated enquiries to DWP.

SG Escalation SPoC

[REDACTED]

DWP Escalation SPoC

[REDACTED]