CUSTOMER INTERFACE

Andy Topham

Operations Manager

July 2013

Agenda

• Introduction

• Andy Topham – Operations Manager

• Online Application

• Information, Advice and Guidance

• Application Process

• Customer Contact

Applying for a 24+ Advanced Learning Loan

From April 2013, learners can register and apply online at:

https://www.gov.uk/advanced-learning-loans/how-to-claim

Applying for a 24+ Advanced Learning Loan - cont

Video of the online application

• Learner/user testing vital part of delivery

• How SLC are monitoring and acting on

learner behaviour now that the application

is live

Available to view at:

http://www.lpservices.slc.co.uk/news-

and-upcoming-events/seminars.aspx

Applying for a 24+ Advanced Learning Loan - cont

Downloadable versions of the application and accompanying notes are

available at: https://www.gov.uk/advanced-learning-loans/how-to-claim

Applying for a 24+ Advanced Learning Loan

Key message: Learners should be encouraged to apply online - it’s quick and easy.

Hear from SLC within two weeks.

Information, advice and guidance

24+ Advanced Learning Loans Programme have engaged the help

of a Marketing Agency, Kindred, to produce additional resources.

All resources can be found at:

www.practitioners.slc.co.uk/further-education/resources

This site is intended as a ‘one stop shop’ for materials.

Number of enhancements went live 14 June.

Information, advice and guidance

Information, advice and guidance

Information, advice and guidance

Currently available….

• Fact sheets, Frequently Asked Questions, Key messages

• Quick guides

• Communications guidance

• Posters

• Storyboards

• Apps - eligibility and repayment

• Animated films

• Links to external sites

Information, advice and guidance

Underway…

• Assessing effectiveness of resources available to date and

identifying gaps

– Online survey inviting feedback part of this work

– Desk audit

• Creating additional resources, including:

– Practitioner and learner journey checklists

– Actual learner case studies (written and film versions)

– Image library for colleges and training organisations to

use

– Explanatory diagrams – RPI, A levels

– Powerpoint template for use when talking to learners

• Communicating with employers including ‘What employers

need to know leaflet’

Information, advice and guidance

Key messages:

•Keep revisiting the SLC practitioners’ site as existing resources are updated and new resources are made available.

•Let others in your organisation know about the resources available.

•Give feedback via the online survey.

Application Process

• Learning and Funding Information Letter

• Request for information or evidence

• Automated reminders

• Eligible or Ineligible confirmation

Customer Contact

• Specialist team created

• Knowledge Management

• Knowledgebase

• Customer Insight Monitoring

Useful Contacts

• Customer Website

• www.gov.uk/advanced-learning-loans

• Practitioner Resource website

• www.practitioners.slc.co.uk/further-education/resources

• Online Application demo

• http://www.lpservices.slc.co.uk/news-and-upcoming-

events/seminars.aspx

• Call Centre

• 24+ Phone number 0845 24 020 24