Customer First Targeted Support Panel

1. Customer First Targeted Support Panel Meeting 24th June 2008 Eleanor Currie

2. Introductions • Your organisation • Your experience in working with Targeted Support applicants • What you bring to the Panel

3. Stakeholder Engagement Structure

4. Identification of stakeholders and their scope of interest in the new service • Stakeholder Profiles • 2. Influence levels modelled • Power/Interest matrix • 3. Specific engagement requirements and objectives agreed • Engagement mind map • Degree of commonality determined • 5. Engagement structure established What was the stakeholder analysis process ?

5. C1P Programme Board DIUS SLC Sub-Programme Board Other Work-streams Stakeholder Management Team LARCG Stakeholder Design Validation Panel Stakeholder Forum LA Advisory Group IAG Delivery Partnership SIG SL Employers Group HEI Advisory Group Targeted Support Panel Strand Leads Validation Programme Structure derived from analysis

6. Stakeholder Groups (1) • Service Design Validation panel • bi-monthly meetings, formal validation of overall service design. • Attendees identified from analysis: NASMA, NUS, UCAS, DWP, HMRC (data-sharing delivery partners), ARC, LA rep, UNIAID, Skill, 2 HEI reps, AoC, DIUS (targeted support team), AMOSSHE • For 09/10 will also encompass validation of Targeted Support design • HEI (Services) Advisory Group • Bi-monthly meetings, evidence of cascade, formal validation. • Attendees: AMOSSHE, ARC, AUA, BUFDG, NASMA, NUS, UUK, DIUS, UCAS, min 7 • independent HEIs • Validation of HEI Services. Review and comment on Central Unit and student services. • IAG Delivery Partnership SIG • Validation of IAG. Joint development of best delivery vehicles, timing and distribution channels for partner organisations. • Attendees: Connexions, Learndirect, DCSF (Youth Services IAG team), DIUS (Adult Learning Services), HELOA, HMRC, LSC, NASMA, NUS.

7. Stakeholder Groups (2) • LA Advisory group (process assurance) team. • Created from LARCG contact list. • Validation of applications and assessments. Review and comment on IAG. • Targeted support SIG (starts June 2008) • Attendance organisations identified. • Validation of Targeted Support services • Employers Group • sub-group of HMRC’s Employer Consultation forum. • Stakeholder Forum • Information events for all stakeholders • (first Forum held in Jan 08, second November 08). • ICR Communications Group • SLC press team, SLC ICR team, HMRC press team, DIUS press office, DIUS ICR Policy team, Wales/Scotland and Northern Ireland press invited.

8. Example :Key Engagement Activities timetable(2008 first quarter programme)

9. Issues log extract

10. Case Study 1 (Page 1)Enhanced Ready Reckoner / My Fact FindStakeholder initiated changes to design DWP – Impact of SFS payments on benefits will be explained in IAG and ERR/MFF web content NASMA – pre-population of budget planner will have clear explanation of assumptions SKILL – specific question to identify Targeted Support eligibility will be designed at early point on ERR and MFF with clear explanation of disability AMOSSHE – SSG will be properly explained and handled within design HEI - questions will be very clearly worded to ensure issues like gross or net income are clear NASMA - Clear site content on PT employment will be included UNIAID - Case studies will be used particularly for repayment and the budget calculator

11. Overview of new Student Finance Service ‘Student Finance England’

12. Background • End to End Review of Student Finance in England • Ministerial announcement to create a customer focused, centralised service managed by a transformed SLC • Agreed Blueprint with DIUS for the new service • Approach to phased delivery over a 3 year period • Design phase informed by extensive customer engagement • Validation of design by stakeholders and delivery partners

13. My Information and Guidance My Fact Find My Application and Offer My Payment My Repayment What could I get ? What will I actually get ? When will I get paid ? When will I repay it ? Manage Measure Improve Design Design The Customer Journey

14. My Information and Guidance • Personalised quotation • Comparator based on HEI and course • Select up to 5 courses • Includes statutory and bursary support • Available through different channels My Fact Find My Fact Find My Application and Offer My Payment My Repayment What could I get ? What could I get ? What will I actually get ? When will I get paid ? When will I repay it ? Manage Measure Improve Design Design The Customer Journey

15. My Information and Guidance My Fact Find My Application and Offer My Application and Offer My Payment My Repayment What could I get ? What will I actually get ? What will I actually get ? When will I get paid ? When will I repay it ? Manage Measure Improve Design Design The Customer Journey • Primarily on-line • Simplified for new applicants • UCAS links for registration • UCAS links for course choices • Instant provisional assessment • Track application progress • Final course/final assessment • On-line re-assessments • Simplified renewal process

16. My Information and Guidance My Fact Find My Application and Offer My Payment My Repayment What could I get ? What will I actually get ? When will I get paid ? When will I repay it ? Manage Measure Improve Design Design The Customer Journey • Clear payment expectations • Customer notifications (i.e. SMS) • Changes administered quickly • On-line account maintenance My Payment When will I get paid ?

17. My Information and Guidance My Fact Find My Application and Offer My Payment My Repayment My Repayment • Clear communication from early stage • Budget, payment and repayment calculators • Proposals to reduce overpayment • Option to repay outside tax system • On-line repayment service What could I get ? What will I actually get ? When will I get paid ? When will I repay it ? When will I repay it ? Manage Measure Improve Design Design The Customer Journey

18. My Information and Guidance My Information and Guidance My Fact Find My Application and Offer My Payment My Repayment What could I get ? What will I actually get ? When will I get paid ? When will I repay it ? Manage Measure Improve Manage Measure Improve Design Design The Customer Journey • Expanded area of responsibility • Awareness and promotion • Throughout the period of the loan • Support for parents and sponsors • Special needs groups • Local partners and central service • Network of regional consultants • Continuous improvement • Customer engagement • New measurement methods • Customer satisfaction feedback

19. Annual Cycle Changes Now 9/10 Regulations Laid/In Force Jan/Feb July before Information & Guidance Dec/Jan April before HEI Course Collection Jan/Feb May before My Fact Find n/a Sept Application & Offer March start Sept Start Payment No change No change Returning Students Feb Jan onwards Repayment Information At Graduation At Application

20. 09/10 10/11 11/12 Centralisation for new English applicants Full My Fact Find service LAs in England withdraw Central Processing Unit at Darlington Simplified new application process Centralisation of all new and returners Alignment with UCAS timetable (Sept) Services available on multiple channels Complete remaining transition tasks Enhancements to on-line services Fast track renewals for returning students Programmeclosedown Programme Timetable Enabling Projects

21. Where are we now…

22. Focus groups Customer needs and wants identifed Informed the initial design Validated with 1800 customers Special research for Targeted Support customers Joint customer research with HMRC on repayment My Fact Find prototyped with customers Stakeholder groups to validate design output Embed as a standard way of working Customer Engagement

23. Central Processing Unit • Assessment and processing of all new applications for English domiciled applicants • Customer contact centre dealing with • Information, advice and guidance • Applications and assessments • Targeted Support applicants • Location – Lingfield Point, Darlington • Staff – 550+ • Re-location of our existing Darlington operational unit and EU loans processing

24. Glasgow Darlington Colwyn Bay Single Virtual Contact Centre • Link 3 locations drawing upon skills and experience • Blending customer channel of choice • Phone • Email • Internet/Webchat • Paper • Managed through a new technical solution

25. Branding • Customers confused over current brands • Tested options on both customers and stakeholders • Ministerial approval to re-brand the English student finance service for 09/10 • Neutral brand Student Finance Services for EU students • Repayment brand is under review

26. What happens next…

27. Sep 08 FORMAL LAUNCH OF NEW SERVICE Sep 08 Jun 08 Apr 08 09 / 10 IAG : Full promotion Official opening of Oct 08 09 / 10 IAG : Raising commences Lingfield Point Paper application May 08 awareness commences form available On - line HE 09 / 10 Enhanced online Collection of 09 / 10 Regional Consultants courses system live Nov 08 calculator available course data in place OFFA deadline May 08 09 / 10 Application cycle for new for 09 / 10 access Lingfield Point fit - out 09 / 10 Policy customers starts agreements completed changes announced Dec 08 IAG reinforcement campaign Dec 08 Jul 08 Aug 08 Sep 08 Oct 08 Nov 08 Oct 08 Jan 08 Feb 08 Mar 08 Apr 08 May 08 Jun 08 Jan 09 Feb 09 May 09 Sep 09 Application Higher Education 10 / 11 IAG Jul 09 10 / 11 Application cycle cycle Bursary and Campaign AY 09 / 10 change of starts for returners Scholarship System commences circumstance commences assessment commences notifications 10 / 11 ‘My Fact Find’ Apr 09 Feb 09 via HEI portal goes live 09 / 10 ‘My Fact New contact centre Find’ goes live IT system goes live Dec 09 Jul 09 Aug 09 Sep 09 Oct 09 Nov 09 Dec 09 Feb 09 Mar 09 Apr 09 May 09 Jun 09 Jan 09 Timeline

28. Questions & Answers

29. Student Finance SystemDSA Support

30. Scope for AY 2009/10 • For new students only • With scope to recommend changes to the needs assessment centres, • DSA equipment suppliers and non medical helpers via DSA-QAG • Limited scope to change policy Student Finance System – DSA Support

31. Customer Engagement and Validation • SLC has undertaken extensive review with disabled students. This includes • students attending focus groups • interviews with individual students • opinion survey research with a student panel. • Students have been involved in reviewing and early designs of the • online system changes • SLC intends to involve DSA students in the testing phase • There is already an awareness that dyslexic students may not • consider themselves as disabled. Student Finance System – DSA Support

32. Vulnerable Groups Research • Research was undertaken among three vulnerable groups to recommend: • The timing, type and amount of assistance that each group needs before, during and after application for student finance • How the application process could be simplified for each group • The three key groups were identified as: • Students claiming Disabled Students Allowance • Students in lower income families (under £37.5k household income pa) with parents who have difficulties understanding written English • Students claiming Childcare Grant

33. Research findings summary • DSAs students need more support and help with application itself, sorting out evidence and resolving problems. • Despite needing more support, they appear to be suffering from far more difficulties in getting their entitlements than other students. • In contrast, CCGs have fewer problems with their applications but need more pre-application information. • Despite putting more effort into researching their finance options because it is so critical to their family situation, CCGs still struggle with knowing how much they might be entitled to. • SNESPs are reasonably well informed because they are more likely to have been helped by their school or college. They struggle with explaining to their parents why they need to provide financial information and what information is required.

34. DSAs’ applications – Research Recommendations • The guiding principle should be to make it as streamlined as possible • Ideally they would apply for DSA at the same time as other finance but they need to be persuaded that Student Finance can handle this efficiently. • The system also needs to allow for the many who will apply at different times of the year. • The option for face-to-face contact is necessary but most would be happy if Student Finance simply provided sympathetic, knowledgeable, patient telephone support to help with their online applications.

35. DSAs’ applications – Research Recommendations • If the application was simpler, if it was clearer what was required, or if less exacting evidence was required, the demand for face-to-face support would be a lot lower. • A named contact should be offered as soon as a problem arises. • For telephone support, partially deaf students prefer a female voice with no accent (deep voices and broad accents are more difficult to hear). • Partially sighted students need the form to be optimised for accessibility software (eg. Zoom Text) or to have a large font version. • Have a quick process for authorising carers or friends to speak with Student Finance on the student’s behalf.

36. Suppliers Database • SLC is developing a database of DSA suppliers, and non-medical • helpers, keeping information on suppliers and their bank accounts • (estimated delivery June 09) • Suppliers can invoice for goods and services and have these • settled direct to suppliers bank accounts without data re-entry • SLC will be able to monitor expenditure by supplier , bundle remittance notifications and payments (phase 2) • Satisfy VFM and fraud requirements through greater visibility • SLC staff will be able to use the database to handle telephone and • email enquiries from the suppliers. Student Finance System – DSA Support

37. Needs Assessments Quotations • In order to encourage efficiency and competitive quotes, Needs Assessments • centres will be required to obtain 3 quotes for equipment, no min threshold • Unique items can be paid on one quote, discretion and common sense approach • Required to achieve VFM and compliance with public sector procurement rules • Standard layout of Quotes will make comparison easier • Only 1 quote is needed for non-medical helpers • The costs of completing Needs Assessments and Reports will • continue to be deducted from the DSA general allowance. Student Finance System – DSA Support

38. DSA & ELQs • SLC is assuming DSA is excluded from the ELQ exemption, as is • HEFCE, but a final policy confirmation is still outstanding • The CPU, and LA staff, are aware that these students can still • provide household income and consent to share for the bursary • system, as institutions may use bursary funds to minimise ELQ • impact on the imposition of higher course fees. Student Finance System – DSA Support

39. Electronic Applications • For AY 09/10 on-line applications are not available • Research confirms on-line applications are the preferred method of applications, 10/11 developing online • DSA students can complete a paper or download a word version of the application form • Applicants will be directed to this option when completing the on-line application for maintenance and fees support. Student Finance System – DSA Support

40. Paper Application Changes • Forms • - All students will be asked to complete a PN1 or PR1 first, and then to complete a DSA1, which will be slimmed down so that questions on the PN1 are not re-asked on the DSA1. • Scanning and Imaging forms and correspondence • Enabling a Scanned Image to be linked to a customer for advisors • - Ensuring an image of outbound correspondence is viewable by the customer • This is available in .pdf format – other formats for screen readers are being • investigated Student Finance System – DSA Support

41. Needs Assessments Management • SLC’s preference is to use the list of DSA-QAG approved equipment suppliers who offer a ‘one stop shop’ service • in line with policy specifications • however specialist suppliers may be required and used. • Students can insist on being assessed by a non-accredited centre. • However SLC will strongly recommend students don’t do this, as SLC is not able to assure themselves of the quality of advice or any after sales services. • DIUS Review Report recommends accreditation requirements and standard tests • SLC will rely on DSA-QAG’s list of accredited Needs Assessment Centres • SLC will recommend changes required at Needs Assessment Centres to DSA- • QAG Student Finance System – DSA Support

42. Central Processing & Support Teams • CPU will continue to be responsible for assessing eligibility based on the disability evidence supplied. • specialist support unit for DSA enquiries • named contacts for individual students where required. • CPU has staff with 3 years of experience through the “pilot LA transfers”. • Also using experience from NASMA secondee and LAs • The Targeted Support Unit staff will be specially trained not just in DSA, but also in how to generally assist disabled students. • CLASS and other organisations contacted through DSA-QAG will provide specialist training to staff within the Unit Student Finance System – DSA Support

43. SLC Implementation Plans • Advisors can co-browse on-line applications and help students with queries in completing their applications. • Students can request call-backs when lines are busy • SLC are recruiting a Diversity Manager who will be responsible for • - liaising with stakeholder organisations • - providing specialist knowledge in service provision for those with special needs Student Finance System – DSA Support