HE Seminar. Director of Operations and Customer Services

Transcription

1 HE Seminar Derek Ross Director of Operations and Customer Services 20th March 2013

2 Overview of Academic Year 2012/13 Over 1.1 million applications received All core operational targets achieved Over 91% of calls answered Over 99% of on time applications paid before start of their course Over 40,000 DSA Applications Launch of part time fee loans

3 Overview of Academic Year 2012/13 Introduction of new attendance confirmation processes Increased fee levels Knowledge management tool rolled out Introduction of new style online application for part time Step Change in customer satisfaction

4 2013/14 Current Position Launched later than AY12/13 Forecast same level of applications as last year Around 28% (280,000) of applications already in 78% (218,500) of these are already processed No early concerns

5 2013/14 Challenges Ahead Introduction of 24+ fee loans Part time returners Lack of clarity around forecasted volumes for part time Welsh modernisation

6 SLC Strategic Priorities Transforming SLC Sustaining our Business & systems Delivering change Serving our customers Managing our people Managing g public money

7 SLC Transformation Programme: How will it be delivered? Transformation Programme Core Systems Replacement Digital Delivery Business Improvements Organisation Design

8 What is Digital Delivery? A programme of work to deliver a new customer experience Aligned with government strategy Digital by default online self-service service the main channel Assisted digital help customers to help themselves Begin by replacing the online applications & self service Move on to look at: Mobile access (e.g. application tracker) Excluded groups (e.g. DSA & EU) Repayment services UCAS integration, removal of signatures

9 What is the goal of the new solution? Improve customer satisfaction while simultaneously decreasing the number of incorrect/incomplete online applications and minimising the level of assistance required throughout h the process

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12 DIGITAL BY DEFAULT Key aspects from Martha Lane Fox Letter to Francis Maude Martha Lane Fox Recommendation Make Directgov (GOV.UK) the government front end for all departments' transactional online services to citizens and businesses focus on improving service quality for citizens and delivering significant cost savings from service simplification and a shift to digital only services Digital Delivery Commitment All new application services being released through GOV.UK website and meeting design requirements Through our customer focussed design (User Experience Testing) we are simplifying the digital service and expect to save 1.77m per annum in avoidable calls opening up of Application Programme Interfaces (APls) to third parties. We are currently looking at improving our integration (through APIs) with both UCAS and HMRC the time is now to use the Internet to shift the lead in the design of services from the policy and legal teams to the end users. We are challenging policy where possible to simplify the customer journey this is balanced however by the returns the Exchequer may make from some policy that isn t necessarily user friendly. A new central commissioning team should take responsibility for the overall user experience on the government web estate We have had our screen designs reviewed by Government Digital Services and by virtue of being the first large complex transactional system are providing insight to the GDS team on design outcomes develop a single shared, more agile, suite of web services. We have adopted an Agile methodology within Digital Delivery (now embedded) and are rolling the practices out across other delivery teams

13 USERS VOICE It was awful, none of the options work properly. I've had to submit it anyway because of the deadline tomorrow. Every option I have tried to do doesn't work properly. why do they want to know household income? Why do they want to know if you're going to be living at home or not living at home? Does that mean they will help towards the cost of living away? I don't know do you get that help? Because the button that allows me to change which course I wanted to apply to in some form of sick practical joke was grayed out. I couldn't make any changes. I'm, like, really baffled. It makes me feel a bit stupid. I don't know, it's not worded very well.

14 WHAT MEASURES DIGITAL DELIVERY SUCCESS? User Voice Goal: Improve customer satisfaction Feedback from User Experience Testing Online satisfaction surveys Tracking number of complaints raised against application Insight from analytics running on the systems Cost of contact Goal: Minimize level of assistance required throughout the process Decrease in volume of calls by call reason per application Tracking of associated financial impact Processing Goal: Decrease the number of incorrect or incomplete online apps Review volumes of chaser letters Measure incorrect applications and evidence sent

15 USER EXPERIENCE TESTING Example of how our design has improved through UXT June August October

16 HOW DID WE DO? Improve customer satisfaction while simultaneously decreasing the number of incorrect/incomplete online applications and minimising the level of assistance throughout the process Applications build on old system 61.4% of users dissatisfied with application Applications build on new system 82% of users satisfied with application 3.6 calls per application 2.5 calls per application Happier customers Lower support costs This is just the beginning...

17 80% OF USERS SURVEYED AGREED 11% 120% DID NOT AGREE 100% 80% 83% 82% 80% 80% 77% 60% 40% 20% 0% 7% 14% 12% 10% 12% Site is Got what they Likely to Satisfied with Have excellent trustworthy needed recommend application opinion

18 83% OF USERS SURVEYED GAVE A POSTIVIVE RATING 120% 10% GAVE A NEGATIVE RATING 100% 84% 80% 82% 85% 80% 60% 40% 20% 0% 10% 7% 13% 11% Information Layout Ease of use Overall

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