Best Start Grant: Service Level Agreement
Updated 8 July 2024
Applies to England and Scotland
© Crown copyright 2024
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| Key personnel | Name | Role |
|---|---|---|
| Author | [Redacted] | [Redacted] |
| Owner | David Wallace | Chief Executive, Social Security Scotland |
| Owner | Helga Swidenbank | DWP Director of Disability Services, Decision Making and Working Age |
| Owner | Vikki Knight | DWP Director for Fraud and Error Policy |
| Owner | Margarita Morrison | DWP Area Director for Scotland |
| Owner | Martin Brown | DWP Director for Retirement Services |
1. Parties
1.1 This Service Level Agreement (hereafter referred to as ‘this Agreement’) is entered into between the Secretary of State for Work and Pensions of Caxton House, Tothill Street, London, SW1H 9NA and the Scottish Ministers of, St Andrew’s House, Regent Road, Edinburgh EH1 3DG acting in some instances through Social Security Scotland.
1.2 References to the Scottish Government (SG), the Scottish Ministers or Social Security Scotland will, as appropriate, be read as also including reference to each of the other entities.
1.3 References to Secretary of State for Work and Pensions shall be read as including reference to the Department for Work and Pensions (DWP), as appropriate, and vice versa.
2. Scope and principles
2.1 This Agreement sets out the provisions of the relationship between Scottish Ministers and DWP in relation to the Best Start Grant (BSG) and ‘the Services’ DWP will provide to support this. The Services are described in Annexes 1 to 16 and relate to:
- BSG Pregnancy and Baby Payment (PBP) – from 10 December 2018
- BSG Early Learning Payment (ELP) – from 29 April 2019
- BSG School Payment (SP) – from 3 June 2019
- Best Start Food (BSF) – from 12 August 2019
2.2 Under the associated Data Sharing Agreement, DWP will provide data to enable Social Security Scotland to award Best Start Grant to residents in Scotland who meet the qualifying conditions as detailed in Annexes 1 to 5.
2.3 DWP will deal with customer enquiries relating to Best Start Grant by signposting customers to Social Security Scotland.
2.4 DWP and Scottish Ministers shall work in partnership to ensure that the Services are delivered in accordance with the terms of this Agreement.
2.5 The partnership will seek continuous improvement in delivery standards including sharing lessons from delivery of the Services insofar as relevant.
2.6 Each party will act transparently and will work in a practical way in regards to reaching mutual agreement on any issues that may arise.
3. Duration
3.1 The Initial Agreement commenced in December 2018 on the date on which DWP first delivered the Services as outlined at Para 2.1 and Para 2.2. This Agreement replaces the Initial Agreement. It shall commence on the date this Agreement is signed. Subject to termination by either party, it shall remain in force for an indefinite period. This Agreement is subject to review by each party on or before the date twelve (12) months after the signing of this agreement or when deemed appropriate by each party.
3.2 This Agreement may be varied by mutual written agreement of each party at any time during its term. Variations to this Agreement will be agreed by each party and no work will be undertaken until principles for funding the work are agreed.
3.3 For the avoidance of doubt, any variations agreed between the parties must be put forward in writing and shall form an amendment to this Agreement.
3.4 In the event of DWP or Scottish Ministers choosing to terminate this Agreement, DWP and Scottish Ministers shall prepare and agree an appropriate exit plan for the termination of the Services which will seek to ensure no impact on the delivery of BSG.
3.5 Each party will provide twelve (12) months’ notice of termination in writing.
4. Derivation
4.1 This Agreement forms an annex to the ‘Memorandum of Understanding (MoU) between Scottish Ministers (SM) and Secretary of State for Work and Pensions (SSWP) on joint working arrangements covering the implementation of devolved provisions in the Scotland Act 2016 relating to Social Security and Employment Support Services in Scotland’, and is to be read in conjunction with the following documents, and any subsequent arrangements which are agreed and support this Agreement, insofar as they are not replaced or terminated in the future:
| Document | Version/Date |
|---|---|
| Concordat between the Department for Work and Pensions and the Scottish Governement | March 2020 |
| Memorandum of Understanding and Supplementary Agreements on Devolution between the United Kingdom Government, the Scottish Ministers, the Welsh Ministers, and the Northern Ireland Executive Committee (MoU on Devolution) | October 2013 |
| Memorandum of Understanding (MoU) between Scottish Ministers (SM) and Secretary of State for Work and Pensions (SSWP) on joint working arrangements covering the implementation of devolved provisions in the Scotland Act 2016 relating to Social Security and Employment Support Services in Scotland, (‘SM/SSWP ‘Single MoU’) and the following Annexes: [Redacted] [Redacted] [Redacted] |
January 2023 |
| Memorandum of Understanding Between The Secretary of State for Work and Pensions and The Scottish Ministers acting through the Scottish Government and on behalf of Social Security Scotland in relation to benefit accounting and reconciliation services provided to the Scottish Ministers | March 2020 |
| The agreement between the Scottish Government and the United Kingdom Government on the Scottish Government’s fiscal framework | August 2023 |
| Scottish Devolution A Framework for Audit and Accountability | March 2019 |
| Scottish Devolution: Financial Arrangements for Formal Agreements between Department for Work and Pensions and Scottish Ministers | October 2023 |
| Initial Service Level Agreement between Department for Work and Pensions and the Scottish Ministers in respect of Best Start Grant V1.0 (the ‘Initial Agreement’) | December 2018 |
| DWP and SG Joint Communications Framework | December 2023 |
| [Redacted] | [Redacted] |
| Financial Services Category Memorandum of Understanding Between Department for Work and Pensions and Scottish Ministers | March 2023 |
5. Revision to this agreement
5.1 DWP agrees to inform Scottish Ministers as soon as reasonably practicable in advance of any potential changes that may impact on or require changes to the Services.
5.2 Each party would need to agree whether a revision to this Agreement is required subject to Paragraph 3.2 and 3.3 above.
5.3 Any mutually agreed minor changes or amendments to this Agreement will be dealt with through normal means of communications, by the single point of contacts (SPoCs).
SPoCs for each party are as follows:
| SG SPoC | DWP SPoC |
|---|---|
| [Redacted] | [Redacted] |
5.4 Where more significant change is required, the SPoCs will apply the appropriate Business as Usual (BAU) change control processes. Where the change is agreed, it will be incorporated into this Agreement as an amendment following any review as detailed in 3.2 and 3.3 above.
6. Disputes
6.1 Each party to this Agreement will notify the other of any issues, concerns or complaints regarding any matter covered by this Agreement. Wherever possible, these difficulties will be resolved by the process of consultation set out in the ‘SM/SSWP Single MoU’, as referenced in Section 4 (Derivation) of this Agreement. In the event of a formal escalation of an issue, the process for dispute resolution is outlined in Section 6 of the ‘SM/SSWP Single MoU’.
7. Roles and responsibilities
7.1 Scottish Ministers will, as set out in this Agreement:
7.1.1 Be responsible for payment to DWP for ‘the Services’ in accordance with Paragraph 15 (Financial Arrangements).
7.1.2 Inform DWP as soon as reasonably practicable if they become aware of any deficiency in the quality of the Services delivered under this Agreement and seek to agree steps to resolve such issues.
7.1.3 Work in partnership with DWP in respect of any potential changes to the delivery of BSG as these may impact on the Services.
7.1.4 Be responsible for the effective identification and management of risks arising from the delivery of the Services.
7.2 For the avoidance of doubt, each party acknowledges that Scottish Ministers shall at all times retain the responsibility for BSG and its delivery.
7.3 DWP will, as set out in this Agreement:
7.3.1 Deliver the Services in accordance with the terms of this Agreement.
7.3.2 Work in partnership with Scottish Ministers in respect of any potential impacts and changes that may affect or require changes to the Services.
7.3.3 Inform Scottish Ministers as soon as reasonably practicable if they become aware of any deficiency in the quality of the Services delivered under this Agreement and take steps to resolve such issues.
7.3.4 Be responsible for the effective identification and management of risks arising from the delivery of the Services.
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 deal with customer enquiries relating to BSG Pregnancy and Baby Payment, by signposting customers to Social Security Scotland as detailed in Annexes 1 to 3.
8.1.2 DWP and Social Security Scotland Agent to Agent enquires will follow the process as detailed in Annex 2. Contact will be made through secure email inbox.
8.1.3 Social Security Scotland will contact DWP for BSG Pregnancy and Baby Payment enquiries detailed in Annex 4. Contact will be made through secure email Inbox, to:
8.1.3.1 Confirm if the interest relates to a Sure Start Maternity Grant (SSMG) claim or award and the status of the award when Social Fund interest is identified in [Redacted], detailed in Annex 4.
8.1.3.2 Confirm the award status when clerical cases are identified in the [Redacted], detailed in Annex 5.
Inboxes for each party are as follows:
| Social Security Scotland Inbox | DWP Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.4 Share appointee information when there is a potential impact on a shared client as detailed in Annexes 6 to 9.
Inboxes for each party are as follows:
| Social Security Scotland Inbox | DWP Single Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.5 The turnaround time for responding to secure email enquiries relating to the processes, as detailed in Annexes 1 to 10, will be as soon as reasonably practical and within 5 working days. For any enquiries, which are complex and are off-system the turnaround time will be 10 working days.
8.1.6 The agent-to-agent email service will be available from 8.00 am to 6.00 pm Monday to Friday excluding Public and Privilege Holidays.
8.1.7 Misdirected post (including clerical claims) received in error will be returned to sender within 24 hours or as soon as reasonably practicable.
8.1.8 Where a request for a Global Unique Identifier (GUID) is identified, Scottish Ministers and DWP will follow the process to provide each other with relevant information, as detailed in Annex 10.
Inboxes for each party are as follows:
| Social Security Scotland Inbox | DWP Inboxes |
|---|---|
| [Redacted] | [Redacted] |
8.1.9 Scottish Ministers and DWP will confirm with either party the control measures associated with [Redacted], as detailed in Annex 11 and Annex 12.
Inboxes for each party are as follows:
| Social Security Scotland Inbox | DWP Single Inbox |
|---|---|
| [Redacted] | [Redacted] |
8.1.10 The turnaround time for responding to dedicated email enquiries relating to [Redacted] will be 2 working days, as detailed in Annexes 11 and 12
8.1.11 [Redacted].
| Social Security Scotland Inbox | DWP Inbox |
|---|---|
| [Redacted] | [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 cases when the normal Service Delivery Standards would have an unacceptable impact on the client.
8.2.3 When Social Security Scotland business continuity plans are invoked which would impact a higher number than anticipated enquiries to DWP.
SPoCs for each party are as follows:
| SG Escalation SPoC | DWP Escalation SPoC |
|---|---|
| [Redacted] | [Redacted] |
8.3 DWP will supply to Scottish Ministers a monthly data and analytics data file containing all Scottish Universal Credit Live Service cases that have a child under 6 years old, which will enable Scottish Ministers to assess eligibility and invite claims by Scottish residents to BSG. Further details are set out in the associated Data Sharing Agreement.
9. Fraud
9.1 Fraud processes are being developed in a test and learn environment and are under continuous review by DWP and Social Security Scotland. Each party should refer to their operational guidance for current processes.
9.2 The agreed method to transfer data will be as detailed in the associated Data Sharing Agreement. There will be no transfer of referrals that cannot be conducted by email.
9.3 As soon as each party identifies a fraud interest affecting the other party, all necessary information shall be sent over as soon as reasonably practicable.
9.4 DWP Referrals will be in the form of Word documents which will be transferred by email:
| DWP transfer to Social Security Scotland |
|---|
| [Redacted] |
9.5 Social Security Scotland will provide an intelligence report to DWP which will be transferred by email:
| Security Security Scotland transfer to DWP |
|---|
| [Redacted] |
10. Management review
10.1 Each party will act transparently and work in a practical way in the spirit of co-operation, trust, respect and confidentiality in regards to any issues that may arise. In general, the working arrangements covered by this Agreement should be reviewed at least every twelve (12) months during the period this Agreement is in place. This may involve meetings between each party at a working level.
11. Evaluation
11.1 Each party agrees that no personal data will be shared for the purposes of evaluation.
11.2 Scottish Ministers will be wholly responsible for the evaluation of BSG. Each party will work together to ensure the agreed service standards are delivered.
12. Complaints
12.1 Each party will follow their defined BAU Customer/Client complaints procedures.
13. Service design and delivery
13.1 It is understood by each party that the design of the Services will evolve. Each party agrees to inform the other as soon as reasonably practicable of any changes with its own legislation relating to BSG that may impact on or require changes to the delivery of BSG or the Services.
13.2 Scottish Ministers will deliver BSG while seeking continuous improvement in delivery as part of BAU processes. Each party will work to ensure cost-effective delivery; subject to the overarching financial arrangements as referenced in Section 4 (Derivation) of this Agreement, as described in the ‘Scottish Devolution: Financial Arrangements for Formal Agreements between Department for Work and Pensions and Scottish Ministers’.
14. Communications
14.1 Communications in relation to BSG will be as in the agreed document ‘DWP and SG Joint Communications Framework’ as referenced in Section 4 (Derivation) of this Agreement.
15. Financial arrangements
15.1 DWP will recharge Scottish Ministers agreed costs associated with the delivery of the Services. The agreed financial arrangements and costs are contained in the ‘Scottish Devolution: Financial Arrangements for Formal Agreements between Department for Work and Pensions and Scottish Ministers’ as referenced in Section 4 (Derivation) of this Agreement.
16. Audit arrangements
16.1 DWP and Scottish Ministers will abide by the principles of audit and accountability as set out in the document ‘Scottish Devolution: A Framework for Audit and Accountability’ as referenced in Section 4 (Derivation) of this Agreement.
16.2 DWP and Scottish Ministers remain subject to their overall existing accountabilities to, respectively, the UK and Scottish Parliaments, and their associated audit bodies.
16.3 DWP and Scottish Ministers will abide by the principles in ‘The Agreement between the Scottish Government and the United Kingdom Government on the Scottish Government’s fiscal framework’ as referenced in Section 4 (Derivation) of this Agreement: Paragraph 39 which states that ‘All costs incurred by the UK Government where the Scottish Government is expected to meet the cost will be subject to audit.’
17. Data processing
17.1 Further details of the data controller, and roles and responsibilities of Scottish Ministers and DWP in relation to the sharing of personal data, are set out in the associated Data Sharing Agreement.
18. Freedom of information requests, parliamentary questions, ministerial correspondence and ‘treat official’ correspondence
18.1 Each party is to follow existing processes and obligations for requests to that party, and having regard to the ‘MoU on Devolution’ as well as the ‘Concordat between the Department for Work and Pensions and the Scottish Government’ as referenced in Section 4 (Derivation) of this Agreement.
18.2 Each party will assist and cooperate with each other where appropriate to enable each to meet its obligations.
18.3 This Agreement does not supersede any legal obligations under the Freedom of Information Act 2000 (FoIA) and the Freedom of Information (Scotland) Act 2002 (FoI(S)A).
| SG FOI(S)A contact | DWP FOI Contact |
|---|---|
| FoI@gov.scot | freedom-of-information-request@dwp.gov.uk |
19. Data subject requests
19.1 When either party agrees a right of access request from a data subject requesting copies of data by the other party, they will, for any relevant information they hold as an independent data controller and in line with Article 15 of the UK GDPR and ICO’s UK GDPR guidance on the right of access:
-
confirm that they are processing any such personal data
-
provide a copy of the personal data held, and provide other supplementary information as appropriate
19.2 In addition, if it appears the data subject is requesting information held by the other Party, they will also at the same time return the request to the sender with details of the correct address (of the other Party) as soon as reasonably practicable and within regulatory deadlines. The request itself must not be forwarded.
19.3 Details on how to make an access request to DWP can be found in the DWP Information Charter - The DWP Personal Information Charter can be found at this link - DWP Personal Information Charter
19.4 Details on how to make an access request to Scottish Ministers can be found in the Social Security Scotland Privacy Notice. The Social Security Scotland Privacy Notice can be found at this link - Social Security Scotland Privacy Notice
19.5 Details of the specific data being shared can be found in the associated Data Sharing Agreement.
Address details for each party are as follows:
| Social Security Scotland Data Protection Team | DWP Right of Access Request |
|---|---|
| Data Protection Officer, PO Box 10298, Dundee, DD1 9FS dataprotectionofficer@socialsecurity.gov.scot | Right of Access Gateway Team, Post Handling Site A, Wolverhampton, WV98 2EF [Redacted] |
20. Business continuity
20.1 If DWP or Social Security Scotland business continuity plans are invoked which affect the Services, the party invoking their business continuity plan will advise the other party of the issue, impact and resulting action as soon as reasonably practicable. Individual continuity plans are in place in DWP and Social Security Scotland and communication points of contact are in place in respective business continuity teams.
21. Technical capabilities
21.1 Each party will, as soon as reasonably practicable, inform the other party of any proposed changes to its IT environment that would impact on the delivery of BSG. Each party will thereafter cooperate with the other to minimise the impact of such changes will have on delivery of BSG [Redacted] ’.
22. Signatories
Signed:
Print name: David Wallace
Date: 18 April 2024
A duly authorised officer for and on behalf of the Scottish Ministers
Signed:
Print name: Helga Swidenbank
Date: 22 April 2024
A duly authorised officer for and on behalf of the Secretary of State for Work and Pensions
Signed:
Print name: Vikki Knight
Date: 17 April 2024
A duly authorised officer for and on behalf of the Secretary of State for Work and Pensions
Signed:
Print name: Margarita Morrison
Date: 23 April 2024
A duly authorised officer for and on behalf of the Secretary of State for the Department for Work and Pensions
Signed:
Print name: Martin Brown
Date: 24 April 2024
A duly authorised officer for and on behalf of the Secretary of State for the Department for Work and Pensions
Annexes
Annex 1 - SSMG Customer Journey [Redacted]
Annex 2 - SSMG Customer Journey [Redacted]
Annex 3 - SSMG Customer Journey [Redacted]
Annex 4 - SSMG Customer Journey [Redacted]
Annex 5 - SSMG Customer Journey [Redacted]
Annex 6 - New Appointees [Redacted]
Annex 7 - New Appointees [Redacted]
Annex 8 - Existing Appointees [Redacted]
Annex 9 - Existing Appointees [Redacted]
Annex 10 - Global Unique Identifier [Redacted]
Annex 11 - [Redacted]
Annex 12 - [Redacted]
Annex 13 - SSMG Customer Journey [Redacted]
Annex 14 - SSMG Customer Journey [Redacted]
Annex 15 - Change of Circumstances [Redacted]
Annex 16 - Pension Credit Child Addition Process [Redacted]
Annex 17- Glossary of Terms
The Glossary 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 have the meanings set out below.
| Commencement Date of Best Start Grant | The date in December 2018 on which delivery of Best Start Grant Services commenced |
|---|---|
| BAU | Business As Usual |
| BSG | Best Start Grant |
| [Redacted] | [Redacted] |
| [Redacted] | [Redacted] |
| DPA 2018 | Data Protection Act 2018 |
| DWP | Department for Work and Pensions |
| FOI(A) | Freedom of Information Act 2000 |
| FOI(S)A | Freedom of Information (Scotland) Act 2002 |
| GDPR | General Data Protection Regulations |
| MoU | Memorandum of Understanding |
| Resident in Scotland | Ordinarily resident in Scotland or either in the EEA or Switzerland with a genuine and sufficient link to Scotland. |
| Public and Privilege holiday | All public and privilege dates in England and Scotland including regional specific dates in Social Security Scotland Agency. |
| 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 |
| [Redacted] | [Redacted] |
| SG | Scottish Government |
| SM/SSWP Single MoU | Memorandum of Understanding between Scottish Ministers and the Secretary of State for Work and Pensions dated January 2023 as amended. |
| SLA | Service Level Agreement |
| SM | Scottish Ministers |
| [Redacted] | [Redacted] |
| SPoC | Single Point of Contact |
| SSMG | Sure Start Maternity Grant |
| [Redacted] | [Redacted] |