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Student Finance England



Disabled Student Allowance Update

Disabled Student Allowance Update
21 September 2010



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  • It's a load of complete Bull!! Enhanced services? more effective through increase in staff??
    I don't think so! I had to go through an appeals procedure to gain any finance. The idiots couldn't determine how much finance i had received up to date. I was told i would receive a decision WITHIN 28 days. I got to the 37th day still with no answers and finally got help through my university calling them to get answers. I was then told by Student Finance England that it would be 3-5 days. It is now the 7th day today and i still have received nothing. The call centre and the people working there have no information and are the brick wall you have to keep hitting your head against!
    Absolutely disgusting levels of communication within this establishment. Be careful and make sure you keep on top of them! It's the only way you receive any correspondence!
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    Student Finance England Student Finance England Presentation Transcript

    • Disabled Students’ Allowances Update Katy Barge Student Finance Consultant South West region
    • Contents • Current structure • Volumes • Processes • Overview of improvements • Online Updates & Resources • Contact Details
    • The Team Mark Cassidy - Head of Processing Services Anthony Hill DSA Manager DSA Officers DSA Assessors DSA Assessors Invoice Team DSA Team increased from 24 to 47 fully trained staff
    • SFE Application volumes FORECAST 10/11 Academic year • 5% of New students will apply for DSA • 25% of DSA students will not apply in their Total = 751,500 first year
    • DSA Application Volumes 2008/2009 2009/2010 2010/2011 3,000 25,000 35,000 DSA applications forecast 10/11 16% 14% 12% 10% % Forecast of overall 8% recieved 6% 4% 2% 0% Apr-10 May- Jun-10 Jul-10 Aug- Sep- Oct-10 Nov- Dec- Jan-11 Feb- Mar- 10 10 10 10 10 11 11 Month
    • Service Level Agreements • DSA1 = 10 working days • Needs Assessments = 10 working days • Invoices = 10-15 working days • Processing on track and within SLA’s for all areas • Turnaround times will be posted on Practitioner website - updated weekly
    • Improvements/Lessons learned DESCRIPTION PREVIOUS PROCESS NEW PROCESS BENEFIT Speed of delivery to Workflow Paper based process Scanning solution customer Initial 10 hour Individual Learning Plans Agree with recommended Speed of delivery to support required hours customer Focused DSA team SST team comprising of correctly resourced. DSA officers and Speed of delivery to Resource/structure Forecasting and resource Dependants grants customer planning methods in assessors place Separate email address for Suppliers, Access Improved customer Email inboxes One inbox for all queries Centres, Disability service Advisors and Students
    • Improvements/Lessons learned DESCRIPTION PREVIOUS PROCESS NEW PROCESS BENEFIT Speed of delivery Seek justification for Trust Needs Assessor to customer Needs Assessment reports recommendations recommendations When applying for core Declaration signed on DSA1 Speed of delivery Student declaration support, this declaration form to customer covers all Managed within existing Designated focused Improved Customer contact teams contact team customer service DSA only, P/T & P/G students - Section 5 required HEI stamp Contact HEI to obtain Speed of delivery confirmation of attendance at all times. confirmation of attendance to customer
    • http://www.practitioners.studentfinanceengland.co.uk
    • DSA Bulletin updated regularly Set of updated FAQs available
    • Regular DSA Processing updates available on corporate website http://www.slc.co.uk
    • Contact Details • Disability Practitioners at HEIs: disability_adviser@slc.co.uk • For Needs Assessment Centres: access_centre@slc.co.uk • Submission of NAR via PGP: needs_assessment_report@slc.co.uk • Practitioners Helpline: for queries relating to policy and regulations: ssin_Queries@slc.co.uk Tel: 0845 602 0583 • Invoices or invoice queries from your university now need to be sent to: invoice_team@slc.co.uk • Telephone number for the DSA Team for specific queries : 01325 215194 • There is a minicom number for students: 0845 603 1693 these calls are dealt with by the contact team in Glasgow