Transcript Customer First Targeted Support Panel

Customer First Targeted
Support Panel
Meeting 24th June 2008
Eleanor Currie
Introductions
• Your organisation
• Your experience in working with Targeted
Support applicants
• What you bring to the Panel
Stakeholder Engagement Structure
What was the stakeholder analysis process ?
1.
Identification of stakeholders and their scope of interest in the new
service
–
2.
Stakeholder Profiles
Influence levels modelled
–
3.
Power/Interest matrix
Specific engagement requirements and objectives agreed
–
Engagement mind map
4.
Degree of commonality determined
5.
Engagement structure established
Validation Programme Structure
derived from analysis
C1P Programme
Board
DIUS
SLC Sub-Programme
Board
Stakeholder
Management Team
Other
Work-streams
LARCG
Stakeholder Design
Validation Panel
LA Advisory
Group
SL Employers
Group
Targeted
Support
Panel
Stakeholder
Forum
IAG Delivery
Partnership
SIG
HEI Advisory
Group
Strand Leads
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 (datasharing 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.
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.
Example :
Key Engagement Activities timetable
(2008 first quarter programme)
12/3
Collection of Student Loans
Management Board
24/1
Student Consultative Group
17/1
IAG Delivery
Partners group
6/1
Jan-08
13/1
20/1
27/2
Service Design
Validation Panel
5/2
Employers Group
27/1
24/1
LARCG
3/2
16/1
ICR Communications
31/1
Group
Stakeholder forum
The Belfry
10/2
17/2
24/2
2/3
9/3
16/3
23/3
1/4
DIUS Targeted
Support SIG
30/3
18/3
Apr-08
UCAS Admissions
5/3
Conference
31/3
HEI Practitioners
AUA Annual
Seminar
Conference
21/2
HEI Advisory Group
Issues log extract
Workstream
Issue
No.
Date
Description
Stakeholder
Origin
Actioned
to
Status
Conclusion
Service
Design
SDC1
10/02/0
7
Applicants in receipt
of benefit should be
fully informed of the
impact any SF
payments might have
on their benefits.
Arrangements for
handling this should
be agreed with the
relevant policy team
within DW
DWP
Validatio
n panel
Dave
Thomson
Complete
Advisor
training
materials &
web content
updated to
include info on
benefits
impact
Information,
Advice and
Guidance
IG5
04/10/0
7
Concern that the
move towards a
centralised system will
negatively impact DSA
students
SKILL
Validatio
n panel
Elaine
Dyer
Complete
Email to s/h
detailing
processes in
place for
dealing with
complex
cases
HEI Services
HE1
10/06/0
7
My FF dependency:
HEIs advise that in
current plans they
won't have bursaries,
scholarships and fee
data until November
each year
HEI
Advisory
Group
Susan
Maguire
Entered
into
workstrea
m issues
log
Service design
won't allow for
static text
summaries
and monthly
data refreshes
Case Study 1 (Page 1)
Enhanced Ready Reckoner / My Fact Find
Stakeholder 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
Overview of new Student
Finance Service
‘Student Finance England’
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
The Customer Journey
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 ?
Design
Manage Measure
Improve
The Customer Journey
My Information and Guidance
My Fact Find
• Personalised quotation
• Comparator based on HEI and course
• Select up to 5 courses
My
• Includes statutory and bursary support
My
My
Payment
Application
• Available through different channels
Repayment
and Offer
What could I
get ?
What will I
actually get ?
When will I
get paid ?
Design
Manage Measure
Improve
When will I
repay it ?
The Customer Journey
My Information and Guidance
My Fact Find
What could I
get ?
My
Application
and Offer
My Payment
My
Repayment
• Primarily on-line
• Simplified for new applicants
• UCAS links for registration
• UCAS
for course
What will I
When
will links
I
Whenchoices
will I
• Instant provisional assessment
actually get ?
get paid ?
repay it ?
• Track application progress
• Final course/final assessment
• On-line re-assessments
Design
Manage Measure Improve
• Simplified renewal process
The Customer Journey
My Information
• Clear payment expectations
• Customer notifications (i.e. SMS)
• Changes administered quickly
• On-line account maintenance
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 ?
Design
Manage Measure
Improve
The Customer Journey
My Information and Guidance
• Clear communicationMy
from early stage
My Fact
Findpayment
My Payment
Application
• Budget,
and repayment calculators
andoverpayment
Offer
• Proposals to reduce
• Option to repay outside tax system
• On-line repayment service
What could I
get ?
What will I
actually get ?
When will I
get paid ?
Design
Manage Measure
Improve
My
Repayment
When will I
repay it ?
The Customer Journey
My Information and Guidance
• Expanded area of responsibility
• Awareness and promotion My
• Throughout
the period of
the loan
My Fact Find
Application
• Support for parents and and
sponsors
Offer
• Special needs groups
• Local partners and central service
• Network of regional consultants
What could I
get ?
What will I
actually get ?
My
Repayment
• Continuous improvement
My Payment
• Customer engagement
• New measurement methods
• Customer satisfaction feedback
When will I
get paid ?
Design
Manage Measure
Improve
When will I
repay it ?
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
Programme Timetable
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
Programme
closedown
Enabling Projects
Where are we now…
Customer Engagement
• 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
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
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
Glasgow
Darlington
Colwyn Bay
Branding
• Customers confused over
current brands
• Tested options on both
customers and
stakeholders
• Ministerial approval to rebrand the English student
finance service for 09/10
• Neutral brand Student
Finance Services for EU
students
• Repayment brand is
under review
What happens next…
Timeline
Sep 08
FORMAL LAUNCH OF
NEW SERVICE
Sep 08
Apr 08
09/10 IAG: Raising
awareness commences
Regional Consultants
in place
Lingfield Point fit-out
completed
Jan 08
Feb 08
Jan 09
Application
cycle
for returners
commences
Jan 09
Feb 09
Higher Education
Bursary and
Scholarship System
assessment commences
Feb 09
Mar 09
May 08
On-line HE
courses system live Collection of 09/10
course data
May 08
09/10 Policy
changes announced
Mar 08
Feb 09
New contact centre
IT system goes live
Jun 08
Official opening of
Lingfield Point
Apr 08
May 08
May 09
10/11 IAG
Campaign
commences
Apr 09
09/10 ‘My Fact
Find’ goes live
Apr 09
May 09
09/10 IAG: Full promotion
commences
Oct 08
Paper application
form available
09/10 Enhanced online
calculator available
Nov 08
OFFA deadline
for 09/10 access
agreements
Dec 08
IAG reinforcement
campaign
09/10 Application cycle for new
customers starts
Jun 08
Jul 08
Jul 09
AY 09/10 change of
circumstance
notifications
via HEI portal
Jun 09
Jul 09
Aug08
Sep 08
Oct08
Nov 08
Oct 08
Dec 08
Nov09
Dec09
Dec 09
Sep 09
10/11 Application cycle
starts
10/11 ‘My Fact Find’
goes live
Aug 09
Sep09
Oct09
Questions & Answers
Student Finance System
DSA Support
Student Finance System – DSA
Support
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
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.
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
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.
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.
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.
Student Finance System – DSA
Support
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
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
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
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
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
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 DSAQAG
Student Finance System – DSA Support
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
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