Welcome & Introduction

Objectives

• Achieve full sector understanding and awareness of the enhanced service for AY17/18

• Establish and share good practice in learner support, operational efficiency financial

management.

• Motivate commitments to the service obligations and interactions between providers and

SLC

• Generating action and implementation plans for operational readiness.

• Providing a forum for providers to give feedback on SLC services and systems.

What we do

Provider Type

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

50000

13/14 14/15 15/16 16/17

College

HE Provider

ITP

Local Authority

ALL Growth

13/14 14/15 15/16 16/17

Value £116 million £118 million £150 million £190 million

Learners 57,000 56,000 70,000 80,000

Learning

Providers 550 569 590 610

AY 2016/17 Highlights

Service Expansion

Old 24 years and over

Levels 3 and 4 No concurrent

study No repeat

level and type

New 19 years and over

Addition of Levels 5 and 6

Concurrent study allowed

More than one loan for the same level and type

Learner Numbers

Total number

applications

29.5% increase in

applications when

compared to same

reporting period in

AY 15/16

0

20000

40000

60000

80000

100000

120000

13/14 14/15 15/16

69,087

101,81 100,585

66,97

1

Demographics

81%

19%

UK

Non UK

29%

71%

Male

Female

22%

30% 28%

15%

5%

19+

24-30

31-40

41-50

50+

Age and Aim Type

0% 20% 40% 60% 80% 100%

<=23

24 - 30

31 - 40

41 - 50

50+

31%

31%

23%

16%

8%

4%

8%

12%

15%

19%

57%

52%

56%

60%

64%

6%

8%

9%

8%

9%

A/AS Level

Access to HE

Certificate

Diploma

Vocational

Learning Aim

Themes

ICT

1,170

Business,

Admin, Law

13,980

History,

Philosophy,

Theology

430

Education &

Training

9,550

Health,

Public

Services,

Care

24,810

Language,

Literature,

Culture

290

Key Enhancements

Service enhancements delivered for 2016/2017

• Evidence requirements visible to Provider

• Updated Declaration Correspondence

• CoC bulk uploads

CoC Bulk Uploads

45% 45%

10%

Other I'm not sure how to

use it

I didn't know it

existed

Why haven’t you used the bulk upload

function?

• FI Partners Account Managers continue to support delivery of Advanced Learner

Loans to Colleges, Careers Networks, Universities and Recruitment Agencies

through focused information and guidance sessions.

• Matrix reaccreditation achieved February 2017

- Assessed against 28 different criteria

- Themes include service measures, service aims, utilisation of resources,

standard of service delivery (including partner feedback) and continuous

improvement.

FI Partners

Account Managers

• Delivering an end-to-end service

• Multi-skilled team

• Confident and competent in processes and products

Partners Support

Desk

0300 100 0643 LPServices@slc.co.uk

Partner Services Support Desk

The numbers & Trends

8,157

6,623 Application status

Missing evidence

CoC queries

Application status

Missing evidence

CoC queries

Numbers & Themes

Partners

Support

Desk

Darlington

Policy & Procedures

Systems

Development

Account Managers

Partner Services Comms Team

Operations

Core services

Working Together

Provider Survey

Thinking specifically of the service since the beginning of May 2016,

please rate your satisfaction with the ease of use of the LP Portal

25%28%

51%47%

24%22%

The quality of the

guidance

Ease of accessing

the guidance

Very Good

Good

OK

Poor

Very Poor

How would you rate the Learning

Provider Portal support materials

provided on

www.lpservices.slc.co.uk?

Provider Survey

Please rate the quality of this communication on a scale of

1 to 5, where 1 is very poor and 5 is very good. How much would you agree or

disagree with the following

statements?

AY 2017/18 Challenges

Preparing for May 15 launch date

• Advanced Learner Loans 17/18 online application, for courses starting from the 1st August

2017, will be available to learners from the 15th May 2017

• Eligible Learners will be able to apply at www.gov.uk/advanced-learning-loans

• Learners need their Learning and Funding Information Letter (LAFIL) to make their application

• Learners will only be able to apply from 15th May if you have confirmed receipt of your 2017/18

loans facility to the Education and Skills Funding Agency (ESFA) by their deadline

• You must not issue LAFILs to learners until you have confirmed receipt of your 2017/18 loans

facility

• LAFIL template has been updated for this year and the ESFA have announced this in their

Update publication on the 5th April 2017

• Updated Information and Guidance resources are now available at

www.practitioners.slc.co.uk/further-education.aspx

Challenges

• Ensuring good practice in learner recruitment and retention

• Managing providers of concern

• Protecting students

• Product negative press

• Service Standard compliance

Challenges

Service Standards

Activity Right First Time Elapsed Time Notes

Unique Learning Numbers

(ULNs) 99% accuracy

Entered 6 Weeks after the start date OR 2

weeks after the application received date

where the application is received more than

4 weeks after aim start date.

In respect of approved loan

applications.

The key measure relates to enrolled

learners only.

Verification of Study

Programme & Notification of

Changes

100% accuracy for

approved applications

before attendance

confirmation

No timescale proposed It is a condition of

attendance confirmation that details* are

correct.

*Details are

• Learning Aim Reference

• Start Date

• End Date

• Fee and Loan Amounts

Initial Attendance

Confirmation 99% accuracy 6 Weeks after the learning aim start date.

Although the measure is 6 weeks,

initial attendance can be confirmed

from 2 weeks after the start date

Subsequent Attendance

Confirmations 99% accuracy

85% by due date for earliest payment.

98% return before 60 days from due date.

The measure will deem “drawdown

date” as the Thursday evening in the

week before the main monthly

payment date

Cessation (withdrawals) 99% accuracy 60% within 60 days.

remaining 40% within 90 days.

Suspension of Learning 99% accuracy 60% within 60 days.

remaining 40% within 90 days.

• Account Manager Visits

− Rachel Thorpe-Lavin (North)

− Lucy Marwood (Central)

− Clare McVeigh (South East)

− Katy Barge (South & West)

• Engagement events

• Tailored events for new providers

• Communication Bulletins

• Advisory / Stakeholder Groups

• System Enhancement communications

• Online Resources

Advanced Learner Loan

Seminars delivered to 520 delegates in four

locations New

Provider Seminars

delivered to 78 delegates

in London and Leeds

Regional Forums

delivered annually

105 Account Manager

visits in 12 months

Challenges

Data Protection

Contacting the Partners Support Desk – from 05 June

• Ensuring compliance with our Data Protection Statement for learners

- Contacting us by phone

- Caller’s full name

- UKPRN

- Caller's full email address

- Contacting us by email

- Provider name

- UKPRN

- Email sender's full name.

• Remember to have up-to-date contact information on the Portal

so that we complete the authentication process

Challenges

SLC 2020 Strategy Overview

Key Issues

• Poor health of organisation

• Summer Peak outsource Providers – driving poor quality / high levels of

re-work

• Outdated management practices – no use of LEAN

• SLC Operating model not customer / product centric

• Bespoke policy / product design

• Non digital customer experience

Three key drivers

• Organisation Health

• Digital

− Customer

− Architecture

• Repayments

SLC 2020 Strategy

Strategy -

Organisation Health

• Basic hygiene factors – pay and reward

• Improved absence management and performance

management

• Stronger SLC leadership

− DfE Governance and empowerment

− Role of the Manager

− Revised Operating Model

• Driving the right capabilities/sourcing model

• New Operational Excellence engagement model and

organisation with right first time LEAN processes

• Front line services reshaped to reflect shift from

vertical transaction based to product management

• Digitally enabled processes reduces reliance on

outsourcers to manage peak demand

Strategy – Digital

Customer • Earlier and more effective engagement on

policy to product development with DfE/DAs

• Customer insight led service redesign

leveraging product and policy simplification

• Reduce avoidable contact through digital

enablers

− On line Password reset

− E-Signatures

− Electronic correspondence

− Electronic document upload

− Online PDF statement notification

− Improved skills based IVR routing

Architecture • Strengthened cyber protection/encryption

• Digital / IT 4-Tier architecture

• Modular product framework

• Real Time Information

Strategy –

Repayments

Repayments

• Data driven analytics

• Stronger HMRC collaborations –

Improved HMRC collections and

leveraged RTI

• Mixed sourcing repayments/collections

service

• Overseas collections/repayments

service

• Repayment status exceptions/ evasion

Trace

Verify

Collect

Overall

Investment Case

Circa

£100 m

investment

over 3 years

Recurring

savings of

£49m after

Year 3

Significant

reduction in

repayments

avoidance

Digital

environment

more

scalable,

sustainable,

resilient and

secure

More

responsive

and flexible

to policy

change for

DfE and DAs Higher

productivity

from better

engaged

workforce

and sourcing

model

Improved

customer

services and

aligned

digital

offering

Contact Us:

lpservices@slc.co.uk

www.lpservices.slc.co.uk