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.

1. Transforming the Student
Bursary Support Service
A collaborative approach to service
transformation: one goal

2. EFA requirements
Joe Carr
Manager
Funding Allocations & Student Support
Allocation Formula, Data & Quality

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. 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. The approach
Philip Knight
Managing Director
Funds Disbursements
Capita Central Government Services

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. Project team composition
Solution build
PMO function
Specifications
and systems
testing

8. Key elements of the solution
 Online application
 Secure web portal
 Online integration
 Rules engine
 Case management
 Fully hosted and accredited

9. ttps://www.gov.uk/care-to-learn/how-to-claim

10. ttps://www.gov.uk/care-to-learn/how-to-claim

11. Getting service user buy in
 User Focus Groups
 YouTube videos
 Integrated webchat
 Email alerts
 Access 24x7

12. What worked well
 The people
 Communication
 UI/UX design input
 Client expectations managed

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. 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