tailoring our funding information engagement · dsa ccg1 ccg2 part time pgl insert slide...
TRANSCRIPT
Tailoring our Funding Information
Engagement
Ben Rutter and Kevin McMullan
Funding Information Partners Account Managers
Insert slide header Session Content
This session will identify why and when ‘customers’ contact us, the importance of partnership
working and how relationships can be enhanced to improve the student finance journey for
our ‘customers’, focusing on;
• Academic Year 2018/19 Headline Messages
• Information and Guidance - Timeline for Action
• Call Reasons and Drivers
• What Might Engagement Look Like?
• Online Resources and Information
Student Finance England (SFE) is part of the wider Student Loans Company, responsible for
providing financial support on behalf of the UK government to students from England entering
higher education in the UK:
• Depending on their circumstances, course and where they live/study, students may be
able to apply for and access a range of financial support from SFE
• Generally, each academic year sees amendments to student finance policies, ranging
from changes to support levels and student eligibility rules to the introduction of new
products
• With this in mind it is vital that students, their parents/sponsors and the practitioners they
refer to get the most accurate information possible when they need it
Insert slide header Introduction
Rates, polices, regulation changes and new products coming into scope for academic year
2018/19 alone will include;
SFE Undergraduate:
• Tuition Fee rate frozen at academic year 2017/18 levels for AY 2018/19
• Inflation linked taper increases to Maintenance and Supplementary Support levels
• Raising the ICR Plan 2 loan repayment threshold to £25,000 from April 2018
• Introduction of Part-Time Maintenance Loans
• Dental Therapy and Dental Hygiene courses at designated HE Providers integrated into
the Healthcare Funding Reform (SFE Loans rather than NHS/Healthcare Bursary)
Insert slide header Academic Year 2018/19 Policy Headlines
The revised package of Maintenance Support available in academic year 2018/19 for 2016
cohort full-time SFE higher education students:
• The maximum levels for Maintenance (Living Cost) Loans for academic year 2018/19
will increase in line with inflation (3.2%)
Maximum levels of Maintenance (Living Cost) Loan have increased to;
Max Rate Student Category
£11,354 Students not eligible for benefits or aged over 60
£12,382 Students eligible for benefits but not aged over 60
£3,680 Students aged over 60
Insert slide header Academic Year 2018/19 Policy Headlines
2016 cohort full-time SFE students, not eligible for benefits or aged over 60
Full Year Student Maximum
Loan
Non-Income
Assessed
Income
Assessed
Parental Home £7,324 £3,224 £4,100
Elsewhere £8,700 £4,054 £4,646
London £11,354 £5,654 £5,700
Overseas £9,963 £4,816 £5,147
Insert slide header Academic Year 2018/19 Policy Headlines
Household Income Home
(£58,215)
Elsewhere (62,215)
London (£69,860)
£25,000 & under £7,324 £8,700 £11,354
£30,000 £6,707 £8,076 £10,719
£35,000 £6,090 £7,452 £10,084
£40,000 £5,473 £6,828 £9,449
£50,000 £4,238 £5,579 £8,178
£60,000 £3,224 £4,331 £6,907
£65,000 £3,224 £4,054 £6,272
£70,000 £3,224 £4,054 £5,654
Insert slide header Academic Year 2018/19 Policy Headlines
2016 cohort full-time SFE students, not eligible for benefits or aged over 60
Rates, polices, regulation changes and new products coming into scope for academic year
2018/19 alone will include;
SFE Postgraduate:
• Inflation linked taper increases to Postgraduate Masters Loan rates (Up to £10,609)
• Introduction of Postgraduate Doctoral Loans of up to £25,000 for eligible Doctoral courses
• Standard SFE undergraduate support available for new students undertaking designated
postgraduate healthcare courses (Full-time Masters and Postgraduate Diplomas)
• ICR Plan 3 loan repayment threshold being maintained at £21,000 and the impact on any
concurrent repayments for postgraduate students with other loan types
Insert slide header Academic Year 2018/19 Policy Headlines
Rates, polices, regulation changes and new products coming into scope for academic year
2018/19 alone will include;
Changes to Student Finance Wales regulations:
• Implementation of the Diamond Review full-time student funding recommendations
• Amendments to the Welsh Postgraduate Masters Loan policy (Increased to £13,000
plus additional HEFCW support via HEPs for postgraduate students in Wales)
• Introduction of Maintenance Loans and Grant for new part-time undergraduate students
(NMT minimum level of Grant determined by study intensity of study and based on
the £1,000 minimum available to full-time SFW students)
• Introduction of Postgraduate Doctoral Loans of up to £25,000 for eligible Doctoral courses
Insert slide header Academic Year 2018/19 Policy Headlines
New (Post Diamond) Maintenance Grant and Loan support for full-time SFW students
Income Living with parents
Living away from home,
outside of London
Living away from home,
studying in London
Grant Loan Total Grant Loan Total Grant Loan Total
£18,370 £6,885 £765
£7,650
£8,100 £900
£9,000
£10,124 £1,126
£11,250
£20,000 £6,651 £999 £7,817 £1,183 £9,760 £1,490
£25,000 £5,930 £1,720 £6,947 £2,053 £8,643 £2,607
£30,000 £5,209 £2,441 £6,078 £2,922 £7,526 £3,724
£35,000 £4,488 £3,162 £5,208 £3,792 £6,408 £4,842
£40,000 £3,767 £3,883 £4,339 £4,661 £5,291 £5,959
£50,000 £2,326 £5,324 £2,600 £6,400 £3,056 £8,194
£59,200 £1,000 £6,650 £1,000 £8,000 £1,000 £10,250
Insert slide header Academic Year 2018/19 Policy Headlines
Information and Guidance
Timeline for Action
As part of the annual application cycle and during each academic year there are standard key
dates and deadlines students need to adhere to in order to ensure prompt on-time payments:
In the following slides we will identify the main trigger points during a year linked to application
submission and provision of evidence, which are largely driven by;
• DfE policy and student support regulations sign off
• Launch of the various products, application cycles and evidence requests in a manner to
best allow the smoothest possible assess, pay and repay journey for our ‘customers’
• Requirements to undertake annual audit exercises to show care of the public purse and
tackle potential fraud
• Influence ‘customer’ behaviour in line with academic year requirements
Insert slide header Information and Guidance - Timeline for Action
REPAY
NEW UG LAUNCH
CONT‘ STUDENT
AUTO ROLL OVER
NEW UG
DEADLINE
CONT’ UG
DEADLINE
PG LAUNCH (TBC)
PT LAUNCH (TBC)
SFA/SC EVIDENCE
(CONTINUING)
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Insert slide header SFE Service Application Launch and Deadlines
REPAY
PAY APPLY ASSESS
APPLY PAY
NEW UG LAUNCH
CONT’ STUDENT
AUTO ROLL OVER
NEW UG
DEADLINE
SFA/SC EVIDENCE
(CONTINUING)
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
MW T2
CCG 1
MW T1
CCG 3
MW T3
CCG 2
CONT’ UG
DEADLINE
Insert slide header SFE Evidence Request and Submission Points
REPAY REPAY CYI
EVIDENCE
PT LAUNCH (TBC)
PG LAUNCH (TBC)
ASSESS
Call Reasons and Drivers
All of the identified key dates (and individual circumstances) may result in calls being made
to our various advice lines:
How many ‘customer’ calls do SFE receive in a year?
With an average call length being?
Q. How many of these calls could potentially be avoided with enhanced, targeted information
and guidance interventions or improved resource awareness and signposting?
5+ Million 3+ Million 4+ Million
8m 10s 10m 45s 6m 23s
5+ Million
10m 45s
Insert slide header Calls, Calls, Calls.!
Do the trigger points highlighted in the timeline slides align with when ‘customers’
contact us for advice and support?
This section will look at the main reasons behind ‘customer’ calls (call drivers) and
the time of year the calls are received, specifically for;
• Applications for SFE ‘Products’
• EU Students and Migrant Workers
• Disabled Students Allowances (DSA)
• ICR (Income Contingent) Loan Repayments
We will also make reference to the various resources, campaigns and other
activities SFE deliver relating to these call drivers
Insert slide header Call Reasons and Drivers
0
5,000
10,000
15,000
20,000
25,000
30,000
Num
be
r o
f C
alls
Advanced Learner Loa
CCG
DSA CSC
EU Loans
MIGRANT_WORKER
Post Graduate Loans
SFE Part Time
SFE Still to Apply
ICR Advice
ICR Customer
ICR Overseas
Insert slide header Primary Call Drivers (AY 2017/18)
Call Reasons and Drivers
Segment Analysis
0
5000
10000
15000
20000
25000
Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
Monthly Volumes
DSA
CCG1
CCG2
Part Time
PGL
Insert slide header Actual Application Volumes (AY 2017/18)
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
45,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
Call
Vo
lum
es
Advanced Learner Loa
Post Graduate Loans
UG Loans (pre-application)
UG Loans (post-application)
Insert slide header Application Enquiry Calls (AY 2017/18)
0
5,000
10,000
15,000
20,000
25,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
PGL Calls
PGL Applications
Insert slide header PGL Applications and Calls (AY 2017/18)
0
5,000
10,000
15,000
20,000
25,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
Ca
ll V
olu
me
s
EU Calls
Migrant Worker Calls
EU/MW Applications
Insert slide header EU Student and Migrant Workers (AY 2017/18)
0
2,000
4,000
6,000
8,000
10,000
12,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
DSA Calls
DSA Application
Insert slide header DSA Applications and Calls (AY 2017/18)
Each year SFE deliver a range of timely resources, campaigns and materials to ‘enhance
our customer experience’ and communicate policy, eligibility and entitlement information:
A few examples for AY 18/19, based on the call reasons highlighted include;
• Student Money Week and other targeted campaigns
• Joint campaigns with UCAS and The Student Room
• PTML Webinars and accompanying FAQ Document
• Migrant Worker Journey Pack and Employment Status Form
Q. Are students as informed about student finance and what it means
to them as they should be before entering higher education?
Insert slide header SFE Resources and Campaigns
0
5000
10000
15000
20000
25000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18
Ca
ll V
olu
me
s
ICR Advice
ICR Customer
ICR Overseas
Insert slide header ICR Loan Repayment Enquiries (AY 2017/18)
Resources, and materials aimed at providing both new students and those nearing graduation
and ‘entering repayment’ with the vital facts and stats they need:
• Repayment Exit Pack - For students leaving higher education
• Interactive Repayment Guide – Found on slc.co.uk
• Factsheets and Videos
• Terms and Conditions Guide
• Dedicated SLC Repayment Website
Q. Does your institution do anything to raise awareness of, or communicate
the essential messages regarding loan repayment to your students?
Insert slide header Repayment Resources and Campaigns
Not Just ‘Customer’ Calls
What are the top reasons practitioners call our Partners Support Desk advisers?
• SFE (819) and Postgraduate Loans (102) were the largest contributors to calls received
Rank Call Reason Calls
1 Entitlement
Fee Support 239
2 General Eligibility 130
3 General Residency 87
4 Eligibility
Living Cost Support 79
5 Residency Categories 70
Rank Call Reason Calls
6 Course Eligibility 49
7 DSA 36
8 Student Specific
Enquiries 34
9 Compelling Personal
Reasons (CPR) 22
10 Income Assessment 20
Insert slide header Partners Support Desk Calls (October – January)
What Might Engagement
Look Like?
Working with partners across England and Wales, the team is responsible for establishing
and managing the relationships with staff from across the HE, Postgrad and FE sectors:
• Our headline service offer is to communicate key student finance messages on policies,
procedures and repayment via bespoke training sessions and timely remote updates
• As standard, we also work with colleagues across SLC to help resolve long standing or
complex issues surrounding policy, eligibility, processes or assessments
• However, our engagement is not limited to basic ‘chalk and talk’ update presentations
• We can use our access to data from across SLC to deliver tailored sessions based on
partner requirements and the student profile at specific institutions
Insert slide header The FI Partners Account Managers Team
As well as continuing with our existing extensive service offer, we will proactively contact and
engage with institutions within our regions that require information relevant to them based on;
• Future policy announcements from DfE
• Corporate SLC messages around service launch and deadline dates
• Processing exercises undertaken by SLC
• Increased call volumes at various points in the AY
• Student application trend analysis
This may not necessarily include an additional visit to an institution and could be included as
part of our standard annual engagements as required
Insert slide header Enhancing our Service Offer
Enhanced, proactive engagement practice could involve…
• Promotion of Government consultations and outcomes direct to HEPs affected, in addition
to general awareness to all partners as part of our termly, targeted FI Team Bulletin
• Promotion of our resources specifically tailored to specific audiences or subjects
• Timely email correspondence with key date reminders including service launches and
related evidence requirements or deadlines
• Telephone based ‘Keep In Touch’ meetings
• Direct engagement with HEP staff on specific topics and aspects of SFE support common
within their institutions
Insert slide header Enhancing our Service Offer
Our MI Data can highlight HEPs with high numbers of students in specific categories:
EU/Migrant Worker
Applications
Coventry – 3,104
Westminster – 1,688
UCL – 1,649
Manchester – 1,596
Middlesex – 1,591
King’s – 1,470
Part-Time Student
Applications
OU – 77,870
Birkbeck – 2,523
South Wales – 1,615
Arden – 1,432
Staffordshire – 1,337
Teesside – 1,136
Childcare Grant
Applications
Anglia Ruskin - 842
GSM London - 778
Wolverhampton - 637
UEL – 573
London Met – 496
UCLAN – 460
Insert slide header A Snapshot of MI Data Examples
0 1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000
MANCHESTER MET UNIVERSITY
SHEFFIELD HALLAM UNIVERSITY
COVENTRY UNIVERSITY
UNIVERSITY OF LEEDS
UWE
LEEDS BECKETT UNIVERSITY
USW
CARDIFF UNIVERSITY
DE MONTFORT UNIVERSITY
UNIVERSITY OF PORTSMOUTH
LIVERPOOL UNIVERSITY
Final Year Students
Final Year
Insert slide header Final Year Student Numbers Example
By enhancing the way we work together we can..
• Ensure student access to accurate, informed responses from HEP advice staff as a result
of FI Partners Account Manager engagement
• Help our partners to be able to provide a ‘one stop shop’ resolution for student enquiries
and be aware of most appropriate escalation channel if absolutely necessary
• Keep our partners up to date with relevant policy information, SLC service updates and
resource availability
• Ultimately raise the levels of accurate ‘right first time’ applications, reduce the need for
‘customer’ calls and reduce ‘avoidable contacts’ through better information and guidance
provision
Insert slide header Enhancing Partnerships
Of course a strong partnership is a two-way street so both the FI Partners Account Managers
Team and our HEP partners will need to contribute to it’s success:
Our Next Steps will include;
• Contacting HEPs if there is a spike or drop in applications compared to historic trends
• Refine and review our engagement timeline to maintain/enhance our service offer
Your Next Steps could include;
• Make sure FI Partners Account Managers have appropriate contacts on our database
• To be proactive in contacting FI Partners Account Managers if any new trends become
apparent which would benefit from input or targeted support from the team
Insert slide header Enhancing Partnerships
Online Resources and Information
Insert slide header For Practitioners - www.practitioners.slc.co.uk
Insert slide header Repayment - www.studentloanrepayment.co.uk
www.twitter.com/SF_England
www.facebook.com/SFEngland
www.ucas.com/sfe
www.thestudentroom.co.uk/studentfinance
www.youtube.com/SFEFILM
Insert slide header SFE Social Media and Student Information
Insert slide header SFW Social Media and Practitioner Information
www.twitter.com/SF_Wales
www.facebook.com/SFWales
www.studentfinancewales.co.uk/practitioners
www.youtube.com/SFWFILM
Ben Rutter
Funding Information Partners Account Manager
07554 458871
Kevin McMullan
Funding Information Partners Account Manager
07917 554295