Funeral Support Payment: service level agreement between the Secretary of State for Work and Pensions and Scottish Ministers
Service level agreement between the Secretary of State for Work and Pensions and Scottish Ministers in Respect of Funeral Support Payment.
Annexes
Annex A - Funeral Expense Payment Process – Telephone Enquiry (DWP to Social Security Scotland Agency) [Redacted]
Annex B - Funeral Expense Payment Process – Telephone Enquiry (Social Security Scotland Agency to DWP) [Redacted]
Annex C - FEP and FSP Customer Journey – Telephone Enquiry (Social Security Scotland Agency to DWP) Qualifying Benefit is clerically maintained [Redacted]
Annex D - Bereavement Service Process – Report a Death [Redacted]
Annex E - Bereavement Service Process – Telephony Handover [Redacted]
Annex F - Bereavement Service Customer Journey [Redacted]
Annex G - Bereavement Service Process – Textphone / Next Generation Text [Redacted]
Annex H(1) - Process for a new Appointee – DWPto SG [Redacted]
Annex H(2) - Process for a new Appointee – SG to DWP [Redacted]
Annex H(3) - Process for a notification of a change of Appointee – DWP to SG [Redacted]
Annex H(4) - Process for a notification of a change of Appointee – SG to DWP [Redacted]
Annex I(1) - [Redacted]
Annex I(2) - [Redacted]
Annex J - Key Processes for Fraud Referral [Redacted]
Annex K - Referral received by Social Security Scotland [Redacted]
Annex L(1) - Part 1: [Redacted]
Annex L(2) - Part 2: [Redacted]
Annex L(3) - Part 3: [Redacted]
Annex M - Key Process [Redacted]
Annex N - Glossary of Terms
Annex defines various words, abbreviations and phrases which have specific meanings in the context of this Agreement. Unless otherwise provided or the context otherwise requires, the following expressions shall have the meanings set out below.
| BAU |
Business As Usual |
|---|---|
| [Redacted] |
[Redacted] |
| [Redacted] |
[Redacted] |
| [Redacted] |
[Redacted] |
| Client Advisors |
Generic term which also refers to Case Managers |
| [Redacted] |
[Redacted] |
| CoC |
Change of Circumstances |
| DPA |
Data Processing Agreement |
| DSA |
Data Sharing Agreement |
| DWP |
Department for Work and Pensions |
| [Redacted] |
[Redacted] |
| FEP |
Funeral Expense Payment |
| FOI |
Freedom of Information |
| FOI(s)A |
Freedom of Information (Scotland) Act |
| [Redacted] |
[Redacted] |
| [Redacted] |
[Redacted] |
| FSP |
Funeral Support Payment (also known as Funeral Expense Assistance) |
| GDPR |
General Data Protection Regulation |
| MOU |
Memorandum of Understanding |
| NAO |
National Audit Office |
| RAR |
Right of Access Request also known as Data Subject Request or Subject Access Request |
| Service Delivery Standards |
The service delivery standards to be met by DWP for the delivery of the Services as set out at Para 8. |
| Services |
Has the meaning set out in Para 2 |
| SG |
Scottish Government |
| SLA |
Service Level Agreement |
| SM |
Scottish Ministers |
| SM/DWP Single MOU |
The Memorandum of Understanding between Scottish Ministers and The Department for Work and Pensions |
| SPM |
Social Programme Management System |
| SPoC |
Single Point of Contact |
| [Redacted] |
[Redacted] |
| Warm Handover |
Refers to cases where agents do a telephone handover rather than just signposting claimants. |
Contact
There is a problem
Thanks for your feedback