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Student Finance England – Business Update

Student Finance England – Business Update. Derek Ross. Director of Operations and Customer Services. 6 th September 2013. Overview of Academic Year 2013/14. Over 1.012m applications received (90% of full year total) Ahead of forecast and all core operational targets achieved

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Student Finance England – Business Update

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  1. Student Finance England – Business Update Derek Ross Director of Operations and Customer Services 6th September 2013

  2. Overview of Academic Year 2013/14 • Over 1.012m applications received (90% of full year total) • Ahead of forecast and all core operational targets achieved • 48.5k part time applications received • 34.3k 24+ applications received • Over 90.5% of calls answered (target 90%) * All figures to 3rd September

  3. Payment Processing - Student and HEI • SOME KEY MESSAGES: • Although there has been reference to the ‘MACR incident’ from September / October 2012 on a number of occasions, we must remember that in AY 12/13 there were significant changes associated with Attendance Confirmation process. • Allowing for the incident itself, we did successfully process payments for all Instalments, with a value of:- • Close engagement continues between SLC and HEI partners. • Building on the experience from the launch of the new multiple confirmation of registration/ attendance process of last year, we appreciate the importance of clearer and concise communication, with a shared commitment to delivery of a successful payment cycle. • We have to get the payment processes right for both students and HEIs. We are dependent on the smooth operation of SLC and external systems. Monitoring and communication is key.

  4. Payment Processing – MACR Incident • Technical Issues • Solutions • Lessons Learnt • Management of File Queues • Design Review

  5. Payment Processing - Schematic Attendance Confirmations START Application Course Data Registrations Systems Processing Activity: Activity: 3 Cycles/Instalments per year Outcome: Circa £11 Billion in payments Gov UK Customer Portal Processes LA Portal People Application Processing Data Warehouse Operations Services DWP (NINO) HE Portal ICT HEI Data Class Business Development BACS Finance HEI File Processing Customer Services Marcomms Maintenance Payments Tuition Fees Bursaries, etc The Customer FINISH

  6. Payment Processing - How we protect it

  7. Payment Processing – Processing Checks/Updates • ICT Front line Support Team • HE Portal/SIS Team • Operations Services • Daily Updates • MI Pack • Daily Checkpoints

  8. Early Data Share – For 14/15 Cycle • Data Extension • Flexibility on Changes • Reduced Payment Delays • HEI Visibility

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