New Service Launch

1
New Service Launch
2
Background

• 2005 Review of student funding for HE in England
• Ministerial decision of 3rd July 2006
• Full responsibility and accountability given to a
  transformed Student Loans Company
• Gradual transfer of work from Local Authorities
  to be complete by March 2011
• New strategy for provision of Information, Advice
  Guidance (IAG)
• Move towards Online and assistive technology

3
Objectives of the New Service

• Customer driven, Personalised
• Widely available, easily accessible IAG
• Flexible
• No gaps
• Partner advice to students
• Primarily Online but not exclusively
• Centralised student advice telephony/e-mail
  service
• Regional delivery partnerships
• Links to other organisations

4
Student Finance Consultants

• Recruited from Local Authorities, Connexions,
  Aimhigher, HEIs, HELOA and NASMA to capture
  existing experience
• Regionally based to meet the challenge of
  enabling the delivery of Information, Advice and
  Guidance (IAG) locally
• Regions aligned to LAs clearer partner links to
  Local Authority services (which now includes the
  Connexions service)
• Close working relationships with partner
  organisations and local delivery agents
• Full training programme and external accreditation

5
IAG Delivery Partners

• Independent SFAs
• Lifelong Learning Networks
• Local Authorities
• NASMA
• nextstep
• UCAS

• Aimhigher
• College progression advisors
• Connexions
• HELOA
• Heads of Sixth Forms
• Independent Schools

6
Partner Support

• Memoranda of Understanding
• Annual Regional Seminars
• IAG literature
• Practitioners Information Packs
• Practitioners Website
• Standard presentations
• Local working
• Knowledge sharing
• Coaching and Training

7
2009 Entrants Key Developments
8
2009 Key Developments

• Centralised Service for all new full time and
  part time English-domiciled customers
• New Customer Service Centre in Darlington
• One-Stop Shop
• More Convenient Opening Hours
• Primarily (but not exclusively) an Online Service
  

9
2009 Key Developments (continued)

• Links with the UCAS Application Process
• Enhanced Student Finance Calculator
• Introduction of Prior Tax Year for all customers
• Improvements to paper application online
  service
• Simplified Evidence Requirements
• Targeted Support Improvements

10
UCAS Links

• Link between UCAS and Student Finance application
• Integration at registration and application
• Application also available without UCAS
  application

11
Enhanced Student Finance Calculator
Static Illustration
12
Prior Tax Year

• Allows earlier application
• Evidence of household income already held by
  sponsors
• P60s for tax year ended 5th April 2008
• Applies to all students
• Current Income Assessment

13
Paper Enhancements

• Paper applications also processed centrally
• Improvements to formatting, layout language
• Sections clearly defined colour coded
• Supplementary Grants and how to apply for them
  are clearly highlighted
• Despite improvements it is still not as
  personalised as an Online application

14
New Look Forms
NEW LOOK FORMS Outside
15
New Look Forms
NEW LOOK FORMS Inside
16
Targeted Support Improvements

• Disabled Students Allowance (DSA) application
  process simplified
• Childcare Grant (CCG) application process
  reviewed and improved

17

• Online
• Application Overview

18
New Brand, New Website

• Student Finance Direct replaced with single
  Goodbye page advising customers of change and
  link to new destination

19
Online Application Overview

• Login via www.direct.gov.uk/studentfinance
• Register student and/or sponsor details online
• Art ID will now be know as the Customer Reference
  Number (CRN)

20
Online Application Overview (Continued)

• Submit application and evidence
• Identity checking (data share with IPS)
• Financial details (prior year tax)
• Non-means tested support where financial details
  
• remain outstanding at course start

21
Online Application Overview (Continued)

• Change of Circumstances
• Online self-service
• E-mail or telephone Contact Centre
• Change of Circumstances form

22
New Service Launch
23
Service Launch

• 9th February 2009
• Revised regulations now in force
• Guidance chapters to be uploaded to Practitioner
  website
• Staggered notification of launch to students who
  have registered their details (approx 70,000)

24
Maintenance Loan Rates 2009/10
The amount of maintenance loan is reduced by
0.50p for every 1 of maintenance grant to which
the student is entitled to.
25
Maintenance Grant 2009/10
For income between 25,001 and 34,000, the
maintenance grant is reduced by 1 for every
complete 5 by which the income exceeds 25,000.
For income between 34,001 and 50,020, the
maintenance grant is reduced by a further 1 for
every complete 15.17 by which the income exceeds
34,000.
26
Future Developments
27
Future Developments

• Reduce or eliminate paper evidence requirement
• Further integration with UCAS
• Communication channel of choice for customer
• Simplified renewals process
• Improved change of circumstance handling

28
Resources Support
29
IAG Support Available

• Customer support
• Student Finance England website phone line
• Intuitive online application with web chat
  facility
• Enhanced student finance calculator
• Practitioner support
• Practitioner website
• Practitioner helpline
• Practical materials to download
• Practitioner Pack updated each year

30
IAG Support Available

• Practitioners Pack includes
• User Guide
• Quick Start Guide
• Workbooks
• CD-Rom
• Core Presentations (Grants, Loans and
  Bursaries)
• Presentation Modules (Eligibility, Applications
  etc)

31
Contact Details

• For Students and Sponsors
• Website www.direct.gov.uk/studentfinance
• Contact Webchat or Contact through website
• Phone [phone]
• For Practitioners
• Website www.practitioners.studentfinanceengland.c
  o.uk
• E-mail sfconsultants_at_slc.co.uk /
  ssin_queries_at_slc.co.uk
• Phone [phone]

32

• Thank you for attending
• Any Questions?