FOI/19/02419 · FOI · unclear
Disclosure Scotland: I.T. failures: type, severity, affected processing times: FOI release
Information requested
1. Any information about IT failures or IT issues at Disclosure Scotland in the last six months. Please include the type of failure/issue, the severity, how many people were affected, and how they were affected. 2. Any information about IT failures affecting the processing/waiting times of any type of disclosure (basic, standard, enhanced, PVG)
Response
While our aim is to provide information whenever possible, in this instance the Scottish Government does not have some of the information you have requested, as we do not currently have the ability to definitively link system downtime/disruption with adverse impact on application waiting times. The answer to your question is: 1. Any information about IT failures or IT issues at Disclosure Scotland in the last six months. Please include the type of failure/issue, the severity, how many people were affected, and how they were affected. In order to respond to your question we have set out the information in summary tables for each calendar month. These have been included at Annex 1. 2. Any information about IT failures affecting the processing/waiting times of any type of disclosure (basic, standard, enhanced, PVG) The tables below identify service availability. In summary we have met our SLAs with internal users every month with the exception of October. Digital services i.e. our customer facing service met all availability targets with the exception of the month of August. As mentioned above, we do not currently have the ability to definitively link system downtime/disruption with adverse impact on application waiting times.
Our system availability targets are as follows: Digital Services (Basic Disclosure Online & Business 2 Business): Availability 24/7 365 days per year. Target 99.5% Agent Services: Availability M-F 07:00 to 19:00. Target 99.5%
Month Digital services availability Agent services availability May 19 100% 100% June 19 100% 100% July 19 99.95% 99.82% Aug 19 95.52% 100% Sept 19 100% 100% Oct 19 100% 96.92%
About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.