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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

Student Finance England – Business Update

Derek Ross

Director of Operations and Customer Services

6th September 2013


Overview of academic year 2013 14
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


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.


Payment processing macr incident
Payment Processing – MACR Incident

  • Technical Issues

  • Solutions

  • Lessons Learnt

  • Management of File Queues

  • Design Review


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



Payment processing processing checks updates
Payment Processing – Processing Checks/Updates

  • ICT Front line Support Team

  • HE Portal/SIS Team

  • Operations Services

  • Daily Updates

  • MI Pack

  • Daily Checkpoints


Early data share for 14 15 cycle
Early Data Share – For 14/15 Cycle

  • Data Extension

  • Flexibility on Changes

  • Reduced Payment Delays

  • HEI Visibility


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