Student Finance Stakeholders Operations Group

Student Finance Stakeholders Operations Group

The Student Finance Stakeholders Operations Group contribute specialist insight, knowledge and expertise to support SLC to deliver successful student finance services.

The group do this by working closely with us to analyse and challenge the operational performance of our services, identify student issues at a local level and input to the development and design of future student and HEI services and processes, and to our customer marketing campaigns.

Membership

Chair - Academic Registrars Council

Sharon Harrison-Barker

ARC

AMOSSHE, The Student Services Organisation

Jayne Aldridge

AMOSSHE

Academic Registrars Council Admissions Practitioners Group

Catherine Schofield

ARC-APG

Income Section Manager Finance and Planning Newcastle University

Karen Carvell

BUFDG

Higher Education Liaison Officers Association

Mike Nicholson

HELOA

Higher Education Strategic Planners Association

Jackie Njoroge / Amanda Watson

HESPA

National Association for Managers of Student Services

Wayne Dewick

NAMSS

National Association of Student Money Advisers

Phil Davis / Lynne Condell

NASMA

National Union of Students

Alan Robertson

NUS

Open University (part-time)

Sarah Butterworth

OU

Student Records Officers Conference

Ray Lock

SROC

Universities and Colleges Admissions Service

Kate Howell

UCAS

Department for Education

Vipita Chauhan

DfE

Welsh Government

Meinir Collyer

WG

Student Loans Company

Derek Ross

SLC

Meeting dates

The Student Finance Stakeholders Operations Group meets monthly and holds a weekly teleconference during peak processing times from May to October.

Key agenda points from previous meetings

15 February 2017

The group were given an operational update and advised that overall the performance was good and nothing to draw attention to. An update was provided from UCAS based on the January 15 2017 deadline statistics. Partner Services gave an SLC/HEP Services update which included attendance confirmations, Service Standards and Practitioners Support.


30 November 2016

The group were given an operational update and advised all key indicators are green, also advised that nothing in the profiles suggest that there are any systematic issues. The complaints and risk reports were also discussed and no new risks have been added to the risk report since the last meeting in October 16. A comprehensive update was presented from Partner Services on SLC Engagement and Communications. The topics covered included HEP Portal training, Forthcoming Forums, March 17 Seminar. The group was also given an update on the figures for the Support Desk calls and e-mails.

20 October 2016 (Teleconference)

The group were advised that all key indicators are green and that 1.9 billion pounds was paid out on tuition fees across the 4 domiciles on Wednesday 19/10/16. For academic year 16/17 there has been no sign of any systemic issues with core processing for England and Wales. The group was also given an update on performance and quality by HSG the Student Loans Company’s outsource partner for calls.

At the meeting a presentation was given to the group on the repayments improvements work which is currently being undertaken and also a Customer Relations update given on complaints and appeals.

28 September 2016 (Teleconference)

The group were advised that last Monday 19/09/16 was the biggest term start date.

Headlines are SLC have gone through the peak of peak processing without major incident and that any problems encountered were individual rather than systematic.

Call target timescales have been met, although the last 2 Mondays contact have struggled slightly to meet these targets. Customers calling on those days had to wait a bit longer than usual.

19th October the 1st instalment of fees will be paid and the pace of returns from HEP’s is slightly ahead.

Update provided by UCAS as to current position and also advised of the launch of their new look website.

25 August 2016 

The group discussed current position for AY 16/17 processing for Student Finance England and Student Finance Wales and noted that good performance was continuing for both services.

Members received an overview of Google analytics in SLC. The overview included using the analytics with PGL and members found this very informative.

Members also received an update on planning for peak in the contact centre and that 2 outsource companies will be taking 75% of calls during this time. Also discussed improvements to the IVR which has resulted in a 32% reduction in words and customers being able to reset passwords within the IVR.

Lastly the group received a presentation from Partner Engagement with the group being updated on Postgraduate Loans and HEP Services.

28 July 2016 (Teleconference)

Members discussed the latest performance information for the Student Finance England and Student Finance Wales services. Member noted the continued strong performance and the successful launch of the Postgraduate Loans application service.

30 June 2016

The group received an update that full time deadlines had passed for new and returning students and that Student Finance England and Student Finance Wales were operating well within processing targets with no major issues.

Members were updated on call volumes continuing to be down year on year and the contact centres are performing well within call handling targets

An update was given to the group on Postgraduate Loans application service being launched on 27/06/16 and to date have received 12,470 applications.

18 May 2016

The group discussed MI information for AY 2016/17 Student Finance England (SFE) and Student Finance Wales (SFW) cycle. Members noted the continued strong performance in processing and contact for both services.

Members received an in-depth overview of contact centre performance over the last 12 months. This included information on past and future improvements which will improve the customer journey.

Members also received an update on repayments and the work being done to ensure customers understand their repayment responsibilities and that every pound of student loan debt is recovered. Members were supportive of this work and the work being done across SLC to ensure a smoother customer journey.

28 April 2016 (Teleconference)

The group discussed MI information for AY 2016/15 Student Finance England (SFE) and Student Finance Wales (SFW) cycle. Members noted the strong performance in processing and contact for both services at this early stage in the application cycle.  Members were also informed that SLC is in a strong position to deliver the final instalment of fee payments to HEPs next week, which will total approximately £2.6 Billion.

Members also discussed preparations for the launch of the part-time service, guidance on Change of Circumstances and fee arrangements for students who transfer.  

24 March 2016

The Operations Stakeholder Group met on Thursday 24th March, at BIS Offices London. Members received an update on the operational performance for the SFE and SFW services, noting the continued strong performance.

Members were advised what information is currently available to explain the repayment process. SLC recognised that this information could be stronger and are currently looking at ways to strengthen this. Stakeholders were also invited to work with SLC to develop new resources and strengthen current resources.

Members also received an update from the recent HE Student Support Seminar, planned enhancements to the process of Change of Circumstances and the launch of the HEP Course Service for Postgraduate Loans.

16 February 2016

The Operations Stakeholders Group received an update on the operational performance for the SFE and SFW services, noting the continued strong performance.

Members were provided with an update on Postgraduate Loans, UCAS full-time undergraduate application profile and statistics, migrant worker evidence process and the processing of appeals.

Members also discussed collaborative work with institutions to improve information and guidance on repayments within individual institutions. Members provided SLC with a number of suggestions to move this work forward and SLC will continue to work with the sector to improve guidance on repayments.

26 November 2015 

The group discussed unreconciled balances between SLC and Higher Education Providers (HEP) and the management of student withdrawals. Members agreed to support measures to reduce unreconciled balances and the time taken for HEP to notify SLC of student’s withdrawals. The group also agreed to work with SLC to highlight the implications for Students, HEP and SLC of delays to withdrawal notifications.

15 October 2015 (Teleconference)

The group noted the continued good performance in processing and contact for both Student Finance England (SFE) and Student Finance Wales (SFW) services. There have been a number of minor system issues affecting the performance but these have been resolved and did not advisory affect service level agreements. Members were also informed that SLC is in a strong position to deliver the first instalment of fee payments to HEPs next week, with the files currently been validated.