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Transforming the Student
Bursary Support Service
A collaborative approach to service
transformation: one goal
EFA requirements
Joe Carr
Manager
Funding Allocations & Student Support
Allocation Formula, Data & Quality
The Student Bursary Support Service
 Supports vulnerable & disadvantaged 16-19 year
olds in education
 Care to Learn: Un...
The Student Bursary Support Service
 Care to Learn largest element and problematic in
terms of accurate data collation
 ...
The approach
Philip Knight
Managing Director
Funds Disbursements
Capita Central Government Services
The challenges
 Timescales
 Project scope
 100% channel shift necessary
 Service transition and service user buy-in
 ...
Project team composition
Solution build
PMO function
Specifications
and systems
testing
Key elements of the solution
 Online application
 Secure web portal
 Online integration
 Rules engine
 Case managemen...
ttps://www.gov.uk/care-to-learn/how-to-claim
ttps://www.gov.uk/care-to-learn/how-to-claim
Getting service user buy in
 User Focus Groups
 YouTube videos
 Integrated webchat
 Email alerts
 Access 24x7
What worked well
 The people
 Communication
 UI/UX design input
 Client expectations managed
Lessons Learnt
 Operational and technical IT staff gained a deep
understanding of solution from outset, however:
 Bridgi...
Joe Carr
Manager
Funding Allocations & Student Support
Allocation Formula, Data & Quality
Tel: 01325 340472
Joe.CARR@educa...
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Transforming the Student Bursary Support Service | Joe Carr and Philip Knight | March 2016

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Presentation on 'Transforming the Student Bursary Support Service - A collective approach to service transformation: one goal' by Joe Carr, Education Funding Agency, and Philip Knight, Capita, at the Local Digital Futures - Working as One: Platforms & Sharing event held on 4 March 2016 in London.

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Transforming the Student Bursary Support Service | Joe Carr and Philip Knight | March 2016

  1. 1. Transforming the Student Bursary Support Service A collaborative approach to service transformation: one goal
  2. 2. EFA requirements Joe Carr Manager Funding Allocations & Student Support Allocation Formula, Data & Quality
  3. 3. The Student Bursary Support Service  Supports vulnerable & disadvantaged 16-19 year olds in education  Care to Learn: Under 20’s childcare fees (£30m pa)  Vulnerable Bursaries: 16-19 year olds (£27m pa)  Professional and Career Development Loans: 18+, administration for Skills Funding Agency (SFA)  Process applications/claims, operate helpdesk and process payments
  4. 4. The Student Bursary Support Service  Care to Learn largest element and problematic in terms of accurate data collation  Lengthy paper based process, multiple contributors  Significant time spent concluding applications  Monthly attendance monitoring requirements  Sought innovation, fresh approaches to service delivery as well as cost reduction
  5. 5. The approach Philip Knight Managing Director Funds Disbursements Capita Central Government Services
  6. 6. The challenges  Timescales  Project scope  100% channel shift necessary  Service transition and service user buy-in  Automation and integration  Reduce potential fraud  Security
  7. 7. Project team composition Solution build PMO function Specifications and systems testing
  8. 8. Key elements of the solution  Online application  Secure web portal  Online integration  Rules engine  Case management  Fully hosted and accredited
  9. 9. ttps://www.gov.uk/care-to-learn/how-to-claim
  10. 10. ttps://www.gov.uk/care-to-learn/how-to-claim
  11. 11. Getting service user buy in  User Focus Groups  YouTube videos  Integrated webchat  Email alerts  Access 24x7
  12. 12. What worked well  The people  Communication  UI/UX design input  Client expectations managed
  13. 13. Lessons Learnt  Operational and technical IT staff gained a deep understanding of solution from outset, however:  Bridging gap  Time needed to refine system and for UAT  Allow for the unexpected!  Management Information:  Rethinking of MI in relation to new world required
  14. 14. Joe Carr Manager Funding Allocations & Student Support Allocation Formula, Data & Quality Tel: 01325 340472 Joe.CARR@education.gsi.gov.uk Philip Knight Managing Director Funds Disbursements Capita Central Government Services Mobile: 07765 897519 Philip.Knight@Capita.co.uk

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