Funeral Support 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 Agents and Social Security Scotland Client Advisors will accurately signpost callers to the correct organisation as appropriate, as detailed in Annex G.

8.1.2 DWP Agents and Social Security Scotland Client Advisors enquiries will be dealt with through a dedicated telephone line. All incoming and outgoing calls will be recorded by Social Security Scotland.

8.1.3 Social Security Scotland will contact DWP via the dedicated telephone line to:-

8.1.3.1 Confirm the award status for applicant and partner when clerical cases are identified in the [Redacted],as detailed in Annex C.

8.1.3.2 Confirm if the benefit interest relates to a FSP claim or award and the status of the award when Social Fund Interest is identified in [Redacted] to avoid duplicate payments, as detailed in Annex B.

8.1.4 DWP will contact Social Security Scotland via the dedicated telephone line to:-

8.1.4.1Confirm if the interest relates to a FSP claim, as detailed in Annex A.

8.1.4.2 Confirm the award and status of the award when Social Fund Interest is identified in [Redacted] to avoid duplicate payments, as detailed in Annex A.

8.1.5 Where a new appointee or a change to appointee is identified, Scottish Ministers and DWP will follow the processes to provide each other with relevant information, as detailed in Annexes (H1) to H(4).

8.1.6 The turnaround time for responding to dedicated email enquiries relating to appointees will be as soon as reasonably practical and within 5 working days, as detailed in Annexes H(1) to H(4)

8.1.7 Scottish Ministers and DWP will confirm with either party the control measures associated with [Redacted] as detailed in Annexes I(1) and I(2).

The turnaround time for responding to dedicated email enquiries relating to [Redacted] Control Measures will be 2 working days, as detailed in Annexes I(1) and I(2).

8.1.8 DWP will respond to Social Security Scotland within 24 hours for any [Redacted] cases and will be dealt with by Social Security Scotland dedicated officers.

8.1.9 DWP will undertake a warm handover from DWP Bereavement Service Agent to Social Security Scotland Client Advisor via a dedicated telephone number if the caller is a Scottish Resident and wants help with Funeral Support Payment, as detailed in Annexes D to G.

8.1.10 When it is not possible to undertake a warm handover the DWP Bereavement Service Agent will forward caller details to Social Security Scotland via secure email using the subject header, [Redacted] DWP Bereavement Service Agent will advise the caller to expect a call back within 3 hours or if after 18:00 the 3 - hour turnaround time would be 10:00 the following working day. In advance of the handover, the caller will be informed that they can contact Social Security Scotland on 0800 1882 222 or can claim FSP online at mygov.scot, as detailed in Annex E.

8.1.11 The agent-to-agent service and the Bereavement Service will be available from 08:00 to 18.00 Monday to Friday excluding public and privilege holidays.

8.1.12 All misdirected post (including clerical claims) received in error will be forwarded to an agreed address within 24 hours or as soon as reasonably practicable.

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 There are cases, when the normal Service Delivery Standards would have an unacceptable impact on the customer.

8.2.3 Social Security Scotland business continuity plans are invoked which would impact on a higher number than anticipated enquries to DWP.