Student Finance Stakeholders Operations Group

Student Finance Stakeholders Operations Group

The Stakeholder 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 HEP services and processes, and to our customer marketing campaigns.

Membership

Chair - Academic Registrars Council

Sharon Harrison-Barker

ARC

AMOSSHE, The Student Services Organisation

TBC

AMOSSHE

Admissions Practitioners Group

Sam Javed

ARC-APG

Income Section Manager Finance and Planning Newcastle University

Karen Carvell

BUFDG

Higher Education Liaison Officers Association

Robbie Pickles

HELOA

National Association of Student Money Advisers

Phil Davis / Lynne Condell

NASMA

National Union of Students

Alan Roberts

NUS

Open University (part-time)

Cathy Caves

OU

Student Records Officers Conference

Ray Lock

SROC

Universities and Colleges Admissions Service

Carys Fisher

UCAS

Department for Education

Chris Heeley

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

9 May 2018 (by teleconference)

Group members were advised that 670,000 full-time applications had been received for SFE and 35,000 for SFW to date. Prompts to apply will be sent to returning students as the application deadline approaches. Work on the part-time services is progressing as expected.

The only change to the risk report is the year-on-year decrease in repayments complaints.

Marketing will attend the next meeting to share and discuss research that is being carried out in conjunction with Customer Insight. Phase 1 of the research is now complete and work is ongoing. Social media had grown in the last couple of years with Marketing working closely with Operations and this had produced good results. The recruitment for a social media team in Darlington is now complete and a repayment channel had been switched on. Future plans are to extend this to Wales.

11 April 2018

Group members were updated on the performance of the new Electronic Signatures (E-Signatures) functionality that has been working well since launch. A new password reset process was launched on 11 April. Following the launch of the academic year 2018/19 in February, 470,000 applications have been received and systems are handing volumes well.

Marketing provided an update advising that Student Money Week had been held and daily live Facebook sessions had been well-attended. The Student Room has been revamped and students were using it widely to access UCAS information. The introduction of Instant Messenger on social media for England and Wales in December 2017 has led to an increase in student questions. More Customer Advisors will be recruited for SLC’s Glasgow and Darlington sites in response to increased demand. Feedback on how SLC’s current communications were managing student expectations is due later in April.

Group members were advised that the Postgraduate Doctoral Loan will follow the Postgraduate Master’s Loan policy and comply with DfE guidance.