Student Finance England – Business Update

Derek Ross

Director of Operations and Customer Services

6th 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

• 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

• Technical Issues

• Solutions

• Lessons Learnt

• Management of File Queues

• Design Review

Payment Processing - Schematic

Application

Maintenance Payments

Tuition Fees Bursaries, etc

Course Data RegistrationsAttendance

Confirmations

Gov UKGov UK

Customer Portal

Customer Portal

LA PortalLA Portal

HE PortalHE Portal

ClassClass

BACSBACS

Application Processing

HEI Data

DWP (NINO)

HEI File Processing

Customer Services

ICT

Operations Services

Finance

Business Development

Marcomms

FINISH

The Customer

PeopleProcesses

Systems

Data Warehouse

Data Warehouse

Processing Activity:

Activity: 3 Cycles/Instalments per year

Outcome: Circa £11 Billion in payments

START

Payment Processing - How we protect it

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

• Data Extension

• Flexibility on Changes

• Reduced Payment Delays

• HEI Visibility