Delivering benefits from our Transformation Programme

Transcription

1 Student Loans Company Delivering benefits from our Transformation Programme Derek Ross Director, Customer Services and Operations 25 March 2015

2

3

4

5 OUR VISION Our Vision is to be valued as a digital, customer-focused centre of excellence. DIGITAL Online products and support CUSTOMER FOCUS Engaging our customers and staff in ongoing improvements and measuring satisfaction CENTRE OF EXCELLENCE New, efficient services Quick and flexible to change

6 OUR MISSION We enable our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services ASSESS Around 1.6 million applications each year PAY Accurate and timely payments REPAY Collect every pound due

7 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

8 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

9 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

10 DIGITAL New application process for 2014/15 Improved ease of use for customers applying online Reduced calls from customers asking for help 97% of applications online 57% reduction in the number of paper applications Customer satisfaction with online application process has increased by 7.5% Increased accuracy re household income verification with HMRC increased from 75% to 82% New 2015/16 online application will bring further benefits to customers

11 2014/15 Application Process Improved navigation Only one question asked at a time Questions and answers stack Help is given at point of need Journey is tailored to each student This is a massive improvement from the 2013 application model, all FAQs are easily accessible during the application and the form is very easy to fill out. Good job. Good, I like the ability to go back and alter answers. Much less daunting than I thought it would be, even on a smart phone!...

12 DIGITAL TAKE UP 97.1% 2014/15 academic year

13

14 FOCUS ON CUSTOMER Our goal is to make things simpler, clearer and faster We put our customers at the heart of the design Talking and listening to our customers and stakeholders Collaborative design develop prototypes, test with customers, refine design and test again

15 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

16 CUSTOMER SATISFACTION 82.9% 2014/15 academic year

17 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

18

19 STUDENT FINANCE IN 3 EASY STEPS Student Finance Zone on The Student Room Quick guides UCAS student

20 AND FOR PRACTITIONERS Practitioners website Practitioner presentations Practitioner factsheets

21 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

22 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

23 NEW COURSES MANAGEMENT SERVICE A single directory of higher education providers and course data Contains all course information needed by students to complete their application Enables accurate customer assessments and timely payment Designation, security & anti-fraud measures Flexibility to build other supporting provider services and implement future policy change

24 The old service what did our users think?

25 What do our users think now..

26 What are the benefits? Simpler application for our customers removal of unnecessary or confusing questions Flexibility to respond to government policy changes Reduce fraud and error by ensuring only eligible courses receive funding Higher volumes of right first time student finance assessments Reduced overhead for education providers by providing faster course entry

27 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

28 STUDENT FINANCE WALES

29

30 STUDENT FINANCE WALES SLC delivers student finance arrangements to students in Wales Assess and process student finance applications from Welsh students Provide bilingual customer services support New SFW website for guidance and applications New marketing campaign developed and delivered

31 SOUND ADVICE ON STUDENT FINANCE SFW website Main guides Quick guides

32 SUCCESSES SUCCESSFUL AY14/15 APPLICATION CYCLE WALES SERVICE DELIVERED NEW COURSES MANAGEMENT SERVICE DRIVING DOWN FRAUD NEW MARKETING CAMPAIGN ONLINE APPLICATION INCREASED CUSTOMER SATISFACTION MORE STUDENTS, MORE APPLICATIONS, FASTER SERVICE AND FEWER CALLS REPAYMENT COLLECT EVERY DUE

33 Transformation continues Customer focus improving customer experience Developing new products and services Organisational development Repayments - collect every due Driving down fraud

34

35 Student Loans Company