The document discusses transforming the Student Bursary Support Service through a collaborative approach between the service and Capita. The service currently processes applications and payments for vulnerable students, but the process is lengthy and paper-based. Capita helped develop an online portal with automated application processing, case management, and payment processing to streamline the service and reduce costs. The project faced challenges with timelines, integration, and user adoption, but was successful through stakeholder communication and user-centered design. Lessons included allowing time for refinement and rethinking management information for the new system.