SERVICE DELIVERY STANDARDS. 7.1 The Service Provider shall provide the Service in accordance with its obligations under this Agreement and with all the skill, care and diligence to be expected of a competent provider of services of this type.
7.2 The Service Provider shall ensure that sufficient numbers of people of appropriate ability, skill, knowledge, training or experience, are available so as to properly provide and to supervise the proper provision of the Service and to meet the assessed needs of Service Users, as detailed in the Service User’s Integrated Care and Support Plan, where this has been supplied as part of the referral process.
SERVICE DELIVERY STANDARDS. Each Letter Agreement will set out service delivery standards that the GRCA is required to meet.
SERVICE DELIVERY STANDARDS. 5.1 For the duration of any Engagement, Delivery Partner agrees to faithfully and diligently devote best efforts, skills and abilities to the performance of contracted Delivery Services in a professional manner that is at least consistent with industry standards, including but not limited to the following:
i. Delivery Partner agrees to be located within a reasonable distance of delivery restaurants and outlets in its Market.
ii. Delivery Partner agrees to pick up each order at the restaurant or outlet in a timely manner. Delivery Partner agrees to comply with all reasonable identification or other requirements imposed by restaurants.
iii. Delivery Partner agrees to deliver orders to customers in a timely manner. Delivery Partner agrees to follow reasonable delivery instructions provided by customers.
iv. Delivery Partner agrees to promptly notify Mealeo of any restaurant or customer issues, including without limitation any omissions or mistakes in any food order or in any delivery address provided.
v. Delivery Partner agrees to use Email, SMS Text, or mobile Phone to communicate order status with restaurants and / or customers, including acceptance of order or delivery offer, arrival at restaurant or outlet, receipt of food and completion of delivery. Delivery Partner acknowledges that Mealeo may be updated periodically and the type and timing of communications may change. If there are technical issues with Delivery Partner’s Email, SMS Text, or mobile phone, Delivery Partner is responsible for promptly notifying Mealeo, and Mealeo may prohibit Delivery Partner from performing contracted Delivery Services until the Driver tools are functional.
vi. Delivery Partner agrees that contracted Delivery Services will be performed in a safe manner and in compliance with all applicable traffic laws, regulations and guidelines.
5.2 Unless otherwise agreed to between Mealeo and Delivery Partner or as otherwise required by law, Mealeo is not obligated to pay Delivery Partner any Service Fees or other payments associated with orders not completed in material compliance with this Agreement. Delivery Partner will not circumvent or attempt to circumvent the conditions or requirements of this Agreement.
5.3 Subject to compliance with this Agreement (including the service level commitments set forth in this Section 5), Delivery Partner will be solely responsible for determining how to perform the contracted Delivery Services, including but not limited to whether to utilize S...
SERVICE DELIVERY STANDARDS. 8.1 The Services will be delivered in accordance with the Service Delivery Standards set out below;
8.1.1 MoD and Social Security Scotland Agent to Agent enquires will be dealt with through a dedicated telephone line as detailed in Annex 1. All incoming and outgoing calls will be recorded by Social Security Scotland. All incoming calls will be recorded by MoD.
8.1.2 A list of agents will be provided to MoD. MoD will check the name on the list and request an email to be sent to a dedicated email centralised in-box [REDACTED] to confirm identity.
8.1.3 The Maintenance of Social Security Scotland Nominated Contacts List will be as follows:
8.1.3.1 Social Security Scotland will create and maintain the list and update MoD accordingly via SPoCs. It will detail client advisers, team managers, and performance managers who have relevant permissions to contact MoD.
8.1.3.2 The list will be reviewed monthly for new joiners, leavers, change of job roles and updated and shared with MoD on the first day of every calendar month.
8.1.4 The agent to agent service will be available from 08:00 – 17:00 Monday to Friday excluding Bank Holidays.
8.1.5 Where the Social Security Scotland Agent cannot verify the required information by use of CIS then SG will contact MoD via the dedicated telephone line to:
8.1.5.1 Confirm the benefit status of the Cared for Person and confirm Cared for Person is entitled to Armed Forces Independent Payment (AFIP) or War Disablement Pension. See Annex 1.
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, see Annex H.
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 Customer Information System (CIS), see Annex C.
8.1.3.2 Confirm if the interest relates to a Funeral Expenses Payment (FEP) claim or award and the status of the award when Social Fund Interest is identified in CIS to avoid duplicate payments, see Annex B.
SERVICE DELIVERY STANDARDS. 8.1 The Services will be delivered in accordance with The Service Delivery Standards set out below:
8.1.1 Social Security Scotland will contact DWP via secure, dedicated email inboxes to -
8.1.1.1 Confirm the award status for applicant when clerical cases are identified in the [REDACTED], see Annex A.
8.1.1.2 Confirm the award status for the applicant when Exceptions cases are identified in the [REDACTED] see Annex B.
8.1.1.3 Confirm the control measures associated with [REDACTED] cases, see
SERVICE DELIVERY STANDARDS. 8.1 The Services will be delivered in accordance with the Service Delivery Standards set out below;
8.1.1 Social Security Scotland will contact DWP via the secure dedicated email inboxes below:
8.1.2 Details of the specific data being shared can be found in the Generic Aspects Data Sharing Agreement.
SERVICE DELIVERY STANDARDS. 8.1 The Services will be delivered in accordance with the Service Delivery Standards set out below;
SERVICE DELIVERY STANDARDS. 9.1 DWP will deliver the Services in accordance with the Service Delivery Standards set out below.
9.2 Any identified handoffs between Social Security Scotland and DWP Carer’s Allowance Unit are operated via email through a secure centralised inbox. The turnaround time for responding to email and handoffs is 3 working days.
9.3 The emails within the secure centralised inbox will be checked regularly in accordance with DWP BAU processes.
9.4 Escalation of any concerns or issues with the operational services will be between SPoCs at Team Management Level between Social Security Scotland and DWP operational teams in appropriate cases including, but not limited to, where:
9.4.1 Service Delivery Standards have not been met, e.g. timescale for response is not met within 3 working days.
9.4.2 Exceptional cases where the normal Service Delivery Standards would have an unacceptable impact on the customer. These exceptions are contained and detailed within the [REDACTED] Data Sharing Agreement as referenced in Section 4 (Derivation) of this Agreement.
SERVICE DELIVERY STANDARDS a) Service delivery and workload information summaries are reported on a quarterly basis to the NBMCA Members including five-year actuals. The summary includes a brief description of the program, and captures unusual increases, trends, or routine workloads.
b) The percentage of target timelines that were achieved for all planning type of applications will be monitored and reported quarterly to the NBMCA Members.
