HEP Portal Services Training Event. HEP Account Managers Partner Services October/November PDF Free Download

HEP Portal Services Training Event HEP Account Managers Partner Services October/November 2017

Agenda SLC and HEP Business to Business Engagement Course Management Service (CMS) Student Information Service (SIS) - Registration Confirmations - Attendance Confirmations - Change of Circumstances Bursary Administration Service Bursary Financial Reports Service Standards SIS Financial Reports

Organisational Structure Organisational Functions HEP Partners Services Student Awards Agency for Scotland & Student Finance NI Higher Education Partners Processing for England and Wales Services SFE & SFW Operations Services & HE Portal Services Student Loans Company Further Education Partners Specialist Teams DSA & Grants for Dependants Regulatory Guidance Contact Centre Student Helpline

Business Functions Pay loans and grants to students Pay tuition fees to colleges and universities Work with HM Revenue and Customs to collect loan repayments Make maintenance payments to school pupils over 16 (Northern Ireland & Wales) Work with Learning Providers to deliver Advanced Learner Loans (England) Work with HE Providers to deliver Post Graduate Loans (SFE) Administer and Pay bursaries and scholarships on behalf of universities and colleges (Bursary Administration Service)

Business Business Functions HE Services Portal - www.heiinfo.slc.co.uk Courses Management Service View student information Access details of fee payments Registration and attendance confirmations Process change of circumstances Access Bursaries Service User access via password with differing service/functionality levels

Online Resources www.heiinfo.slc.co.uk Home Page gives updates on key engagement events Four Tabs give access to Services and Guidance

Online Resources www.heiinfo.slc.co.uk Service User Guides and Quick Guides

Online Resources www.heiinfo.slc.co.uk HE Gateway User Guide with User Roles details Policy Guidance on PGL Loans and Tuition Fee Loans

Online Resources www.heiinfo.slc.co.uk News e.g. Service Launch Dates Presentations from Seminar etc

Academic Academic Year timeline Timeline Academic Year Timeline 1st Fee Payment 2nd Fee Payment 3rd Fee Payment Registration/ Combined Confirmations FT & PT Courses Submission PGL Course Submission 1st Attendance 2nd Attendance 3rd Attendance OCT/NOV JAN/FEB APR/MAY AUG/SEP SEP/OCT OCT JAN FEB MAR APR MAY FT Application Launch PT Application Launch Post Grad Application Launch Term 1 Loan/Grant Payment Term 2 Loan/Grant Payment Term 3 Loan/Grant Payment

Business to Business interaction Student Information Service (SIS) Courses Management Service (CMS) Bursary Administration Service

HE Portal Log in

HE Portal HE Home Portal Home Page Page

User Administrator Administrator User / Advisor HE Portal User Access Enables the user to set up any number of additional users with access to the various roles within the HE portal Enables the user to access the worklists and administer for each of the assigned products Read only access role that enables users to view information details

Courses Management Service (CMS)

CMS - Multi Academic Year Course collection AY18/19 course collection is scheduled to open mid November 2017 for publicly funded providers to add undergraduate courses. For PT and PGL launch dates are slightly later and willl be confirmed early next year Alternative Providers - Timescales are reliant on the outcome of DfE Annual HEP Monitoring review - Historically notifications begin to come through February/ March - SLC will add all course information to CMS on behalf of Alternative Providers - Data Capture form will be issued to ensure data collection is recorded and accurate On initial log in, please check AY18/19 tab details on Provider screen to ensure all information (fee caps etc) is correct Please ensure completion by end January 2018

CMS - Multi Academic Year Course collection All saved open courses from AY17/18 will be presented under new academic year AY18/19 tab Course totals are dynamic and will change to reflect the number of unsaved courses If a course is added for AY17/18 it will automatically appear in AY18/19 (with same SLC course code) Each course must be saved individually to ensure data integrity and the correct assessments for students

CMS - Multi Academic Year Term dates Dates for first course entered on to CMS for AY18/19 term will be entered manually The first intake month on a full time course can now be changed from the previous AY (Sept to Oct start) The system will retain term dates on all further courses and so we will ask you to group courses with the same term dates together The same logic is used for courses with multiple intakes Term date guidance is still available via the HEP Services website and should be referred to prior to completing course information or data capture forms (Alternative Providers only)

Term dates Responsibility of the HEP to ensure term dates accurately reflect teaching time Ensure that holidays are accounted for in the term dates and not included within any term (i.e. for autumn start courses this would include the Christmas & Easter holiday periods) Total number of study weeks for all three terms should not normally exceed 31 weeks Where teaching provided exceeds 31 weeks students will be entitled to long courses loan

Fee rates All course fee rates are defaulted to the provider fee cap Where a placement fee is manually entered this will be pre-populated in all further courses opened with a placement year indicated

Available course years Providers are able to select academic years on courses that are specific to either, all students, returners only or new students. Courses will default to all students

Student Information Service (SIS)

Functionality within SIS Functionality within SIS View Student Information Confirm Registration Confirm Attendance Advise us of a students change of circumstance View Financial Reports

View Student Information Opportunity to review the student data at either Approved or Approved Awaiting Signature work stage View Student Information Offers a wide range of filters to search by Student, Course or General Identify students with incorrect fees and course details, missing NINOs, bank details, outstanding online declaration Ability to create work lists on date range to avoid duplicate imports into internal institution systems Export facility to allow early import of files into your own systems

information View Student Information Student search Service

View Student information Information Course search Service

View Student Information General search

Student Record Personal information

Student Record Course information

Student information Student Record - Other information Service

Student information History Service FEES FEES

History Student - Registration information Service

Student information History - Attendance Service

Student information History Change Of Circumstances Service FEES FEES

Student information Export Service OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY FEES

Hints & Tips Use View Student Information to check for applications at the status of approved awaiting signature FEES OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY View tuition fee loans, zero assessments and student to pay records to identify further actions Ensure all course information is correct Create and administer tailored registration and attendance work lists (by date range) Export student information into HEP systems

Registration Confirmations

Confirming Registration OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Student maintenance support is triggered by the HEP submitting confirmation of registration The Registration Work list will populate 30 days before the course start date Confirm registration via import or screens within 5 days of student commencing course FEES Welsh PT registration: only where intensity of study is =/> than 50% Postgraduate registration: only if eligible course & intensity Registration releases students payments at start of term ( allow 3-5 working days from confirmation) Remember the HEP obligation to have face-toface contact with a new student

Student information Registration Work list Service On the Registration Work list... APR/MAY SEP/OCT JAN FEB APR MAY You Will See Students Entitled To Maintenance Grant Special Support Grant Maintenance Loan You Will Not See The Following European Domiciled Students Study Abroad Students Placement Students FEES Bursary or Scholarships Approved Postgraduate Loans Part-Time Northern Ireland Students who have not requested Maintenance Support

Student information Registration Part-Time Northern Ireland Service You will now confirm registration on SIS to release Part Time students course grant. OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Confirmation will be available from the first day of the month the students course starts For new students this should only be confirmed when the student has been attending for 2 weeks Part Time students can be identified within the registration work list by filtering on the mode of study filter for part time FEES

Student information Registration Work list Service OCT/NOV SEP/OCT JAN FEB APR MAY FEES

Registration Student information Work list Service OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY FEES

Create Manual Registration Student information Service You can undertake a manual registration, where a students has initially applied elsewhere, but then changed their mind. JAN/FEB APR/MAY AUG/SEP SEP/OCT OCT JAN FEB APR MAY Must have Student Support Number (SSN) Ability to add up to 50 students at a time (using green + sign) Not available to Alternative Providers or for PG students FEES

Not Registered code Student information Service OCT/NOV The Not Registered return is for those students who were rejected at admissions or never arrived that still have an active application for your institution Use N code on screen for non returners/ never attended to denote not registered This automatically removes the record from the attendance work list and creates an automated CoC (allocates random HEP user name@7pm) Able to confirm students as Not Registered from Day 1 of term, however, please allow at least FEES 4-6 weeks before submitting N code to allow students to transfer to another institution To successfully remove the record, the N code needs to be received prior to: Any Attendance Confirmation Any Bursary Approval in HEBSS

Not Registered code - Best Practice If a manual registration is submitted by an HEP this will temporarily disable the ability for another HE Provider to submit an N - Not Registered code OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Once the transfer in CoC from the second HEP has been actioned you will be able to use the N code to tidy up the Registration Work list Attendance status shows as Attendance Confirmation FEES not Required (ACNR)

Registration Hints & Tips Utilise your Registration Work list to identify approved applications requiring confirmation of registration OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Allow at least 4-6 weeks before undertaking confirmation of students not registered View Manual Registration to track progress of students transferring in to your HEP FEES

Attendance Confirmations

Confirming Attendance Student information Service OCT/NOV Tuition Fee loan payments to HE Provider are released by the HEP submitting confirmation of attendance The SIS Attendance Worklist will populate on the 1st day of each term, for Liability Points 1, 2 & 3. Attendance confirmations can be submitted via import or on-screen Confirmations should be received by close of business FEES on the Wednesday prior to the earliest payment date. Thereafter for ongoing payments, confirmation to be received by close of business the previous Friday

Student information Attendance Work list Service On the Attendance Work list... APR/MAY SEP/OCT JAN FEB APR MAY You Will See Students Entitled To Tuition Fee Loan Tuition fee grant (Welsh only) Postgraduate Northern Ireland Students You Will Not See The Following Not requested/not eligible for Tuition Fee Loan/Grant SFE/SFW Postgraduate Students Scottish Domiciled FEES

Student information Attendance Part-Time Service For Part Time students, confirmation of attendance is required once per AY to release the Tuition Fee Loan (TFL) to the HEP OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Available from the first day of the month that the students course starts Should only be confirmed after the student has been attending their course for 2 weeks Same payment instalments as full time 25%, 25%, FEES 50% and the same payment dates as full time

Student information Attendance Postgraduate - Northern Ireland Service For NI Postgraduate students, confirmation of attendance is required three times per AY for Full- Time PG students and once for Part-Time PG students (Same as Undergraduate) to release the TFL to the HEP FEES OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Work List Available from each term start date for FT & first day of the month that the students course starts for PT Should only be confirmed after the student has been attending their course for 2 weeks Same payment instalments as full time 25%, 25%, 50% and the same payment dates as full time

Student information Attendance codes Service Codes which require no further action from HEP... APR/MAY SEP/OCT JAN FEB APR MAY Payment Code Description Next Step Code A Student is in attendance course and fee information are correct, Also After reassessment - course and fee information amended correctly - Payment will be released Payment will be released FEES Code L Code D In attendance but liability disputed, HEP to resolve Not a student at this HEP or never attended Payment will be released No CoC required SLC will automatically action

Student information Attendance codes Service Codes which require HEP to raise a CoC... APR/MAY SEP/OCT JAN FEB APR MAY Payment Code Description Next Step Code C Course mismatch HEP is expected to raise a CoC Code F In attendance but HEP disagrees with fee HEP is expected to raise a CoC Code N In attendance but liability disputed, HEP will not resolve HEP is expected to raise a CoC Code X Student withdrawn HEP is expected to raise a CoC FEES Code S Student suspended Payment will now be blocked & HEP to raise a CoC

D Never Student Attended information code functionality Service D code allows HEP to indicate to SLC that a student is unknown to them or has not shown up for enrolment (never attended) OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Available for Liability Period 1 only Automatically removes the student from all other work lists No prompt within CoC work list as no requirement for HEP to undertake a CoC D An automated CoC is generated and can be viewed in View CoC section under Withdrawal/Never Attended with ability to track CoC progress FEES Student will remain on View Student Information screens with a status of Attendance Confirmation NOT Required (ACNR)

Student information Tuition Fee Payments Service Season (Academic Year Start) APR/MAY SEP/OCT JAN FEB APR MAY Payment 1 % Payment 2 % Payment 3 % AUT (Sep - Dec) 3rd Wed Oct 25% 1st Wed Feb 25% 1st Wed May 50% WIN (Jan - Mar) 1st Wed Feb 25% 1st Wed May 25% 3rd Wed Oct 50% SPR (Apr - Jun) 1st Wed May 25% 3rd Wed Oct 25% 1st Wed Feb 50% SUM (Jul - Aug) 3rd Wed July 25% 1 st Wed Feb 25% 1 st Wed May 50% FEES

Student information Attendance Home Service OCT/NOV SEP/OCT JAN FEB APR MAY FEES Displays outstanding Attendance Confirmations by AY New confirmations of attendance as well as positive confirmations of reassessments will appear on your worklist

Student information Attendance Worklist Student search Service OCT/NOV SEP/OCT JAN FEB APR MAY FEES

Student information Attendance Worklist Course search Service OCT/NOV SEP/OCT JAN FEB APR MAY FEES

Student information Attendance Hints & Tips Service Utilise your Attendance Worklist to identify approved applications requiring confirmation of attendance FEES OCT/NOV APR/MAY SEP/OCT JAN FEB APR MAY Ensure negative attendance confirmations are followed up with the appropriate CoC, via the CoC Worklist Filter on all student with late confirmation for previous Liability period, before accessing next period Worklist

Change of Circumstances (CoC)

Change of Circumstances (CoC) Assessing Authority reassess students application and revised data passed back to SIS Submit notifications when students circumstance change (course, fee, transfer, suspension/resumption, repetition and withdrawal) Automates fee changes, internal pre-liability transfers and withdrawals CoC automatically created within worklist if a non fee paying attendance code submitted, requiring action For CoCs which affect the previous liability period, some changes may require attendance re-confirmation Ability to use bulk upload to submit CoCs

Change of Circumstances (CoC) Change of Circumstances (CoC)

Submitting CoC Pre Liability The Student can: Change their course or institution Change their course fee amount Request additional funding (Tuition Fee Loan or Maintenance Loan) Change their address details Update bank details The Provider can: Transfer a student in to your institution Change the fee amount charged to the student

Submitting CoC Post Liability The Student can: Request additional funding (Tuition Fee Loan or Maintenance Loan) Change their address details Update bank details The Provider can: Transfer a student in to your institution Suspend a student Withdraw a student from the course Change the fee amount charged to the student Resume a suspended student

COC process Attendance codes Negative attendance codes will automatically create a CoC within the CoC Worklist, requiring action Payment Code Description Next Step Code C Course mismatch HEP is expected to raise a CoC Code F In attendance but HEP disagrees with fee HEP is expected to raise a CoC Code N In attendance but liability disputed, HEP will not resolve HEP is expected to raise a CoC Code X Student withdrawn HEP is expected to raise a CoC Code S Student suspended Payment will now be blocked & HEP to raise a CoC

CoC Worklist The CoC Worklist allows users to filter, view and remove records which have been flagged as requiring a CoC The Worklist is exportable allowing this to create a working document for several users PT only - Current Year Start Date Create Delete

Change of Circumstances Transfer What s it for: Transferring a student to your institution Correcting an error with a students application (i.e. incorrect year or course) Moving a student to a different courses at the same institution Impact on the Student: Funding may change if there is a difference in course length Student will receive a new entitlement letter detailing the changes to the course and any changes to funding Impact on the Provider: The updated information will be visible in SIS The Provider will need to confirm attendance to signify that they accept the change The Provider will only be entitled to fee income for the liability points the students is at their institution

Undergraduate Transfer In Check if student has already attended previous HEP Enter remaining liability available at relevant point in the AY (100%/75%/50%) Fields should match unless student is paying proportion of their fee. Do not include notes if not necessary, if pre-liability, to allow 48 hour automated processing (if meets criteria)

Undergraduate Internal Transfer Effective date should be correct as when student made change Enter remaining liability available at relevant point in the AY (75%/50%) Fields should match unless student is paying proportion of their fee.

Undergraduate Transfer for application corrections Effective date should be prior to the first day of term Fields should match unless student is paying proportion of their fee. Enter 100% liability at any point in the academic year (AY) MUST include note advising that all fees should go to the new course.

Change of Circumstances Fees What s it for: Correcting an incorrect fee amount in SIS Impact on the Student: Student will receive a new entitlement letter detailing the changes to the fees Impact on the Provider: The updated information will be visible in SIS If increasing the fees the fee loan available will be up to the amount the student requested. If the student did not select the maximum loan a student to pay amount will show is SIS

Undergraduate Change of fee Circumstances change Homepage Fields should match to allow automated processing All other details must be unaltered Do not include notes if not necessary, to allow 48 hour automated processing Enter full fee amount applicable to point in the academic year (AY)

Change of Circumstances Suspension What s it for: When a student has taken an agreed absence, with a view to return in future Impact on the Student: Further loan payments will be blocked until a resumption notification is received 60 days additional funding can be awarded when suspension is due to ill health Impact on the Provider: Full fees will show in SIS The provider will not be able to claim fees whilst the student is suspended The S code will appear in the Attendance column for the liability points the student is suspended

Undergraduate Suspension A Suspension CoC can not be future dated Date of Last Attendance entered is used by SLC to process students funding entitlement Health code will automatically extend student support by 60 days Agreed date of return is also requested but is not captured for future use Fields should match unless student is paying proportion of their fee. Enter liability due at relevant point in the AY (25%/50%/100%) or less

Change of Circumstances Resumption What s it for: When a student returns after a period of suspension within the same academic year Impact on the Student: Funding will be recalculated based on the resumption date If the student suspends and resumes within the same liability period there is no impact to funding If the student suspends in the first liability period and resumes in the second, the second loan payment will be released on the resumption date If the student suspends in the first liability period and resumes in the third, the student is not entitled to the second loan payment and the third will be released on the resumption date Impact on the Provider: Fees will be recalculated based on the resumption date If the student suspends and resumes within the same liability period there is no impact to fees If the student suspends in the first liability period and resumes in the second, the second fee payment will be released on the resumption date If the student suspends in the first liability period and resumes in the third, the provider is not entitled to the second fee payment and the third will be released on the resumption date Meaning the provider will receive 75% of the course fees

Undergraduate Resumption Resumption CoC cannot be future dated therefore the date the student is resuming study must be today s date or earlier If the Course end date is now extended beyond the original graduation date this will be updated Enter liability due at relevant point in the AY (25%/50%/100%) or less Advise of any conditions the student needs to fulfil before returning. Three options in this drop down menu Examination, Medical Certificate and Fields should match unless student is paying proportion of Other If the their student fee has a placement in the year of resumption enter the details of this in the text box provided

Change of Circumstances Withdrawals What s it for: Students who have withdrawn from their course or never attended and attendance was confirmed in error Impact on the Student: Impact on the Provider: Funding will be recalculated based on the last date of attendance SLC will seek immediate recover of any finance paid when the student wasn t in attendance Student will receive a new entitlement letter detailing the any changes to funding Fees will be recalculated based on the last date of attendance Any fees paid to the institution when the student wasn t in attendance at the relevant liability point will be clewed back on the next payment run

Undergraduate Withdrawals Date of Last Attendance entered is used by SLC to process students funding entitlement Fields should match to allow automated processing Do not include notes if not necessary, to allow automated processing Enter liability due at relevant point in the AY (25%/50%/100%) or less

Change of Circumstances Repetition What s it for: Notify SLC of a student who fails to progress to the next year of the course and is given the option to repeat Impact on the Student: Impact on the Provider: Student will receive a new entitlement letter detailing the changes to the course If they have not already used the additional years funding they will be entitled to full support for the repeat year The new course information will be visible in SIS If the student has already used their repeat year and does not have any fee entitlement zeros will show in SIS for fees

Undergraduate Repetition Revised month and year when the student will complete their full course Enter the Period of Course to be repeated Enter the date the Student is repeating study from Enter the date when the student will end their period of repeated study This should be the full 100% fee for the period of repetition Fields should match unless student is paying proportion of their fee

Change of Circumstances - Postgraduate Withdrawals: SLC to be notified immediately to prevent payments being made to the student when they are no longer in study. Any payment made after student left study treated as loan overpayment Provider Transfers: Any New Provider must transfer in student (no transfer out CoC available) Suspension & Resumption: Notification of suspension /resumptions. Note, where suspension for health reasons that you should only notify us/use effective date AFTER 60 days Course Transfers: Between eligible Postgraduate Master s courses internally

Apply Once SFE & SFW PG Master s Loans are the first products using the new Apply Once concept. Apply Once means that students only apply once regardless of how long they will study for. What happens at the start of the year following the initial application depends on what work stage the application is at the end of Year 1: If Y1 is Approved then the system will automatically create Y2 by effectively rolling over Y1 This rollover won t happen if Y1 is still Approved Awaiting Signature once the online declaration is received the system will then do the rollover and create Y2 If Y1 is Suspended this will rollover and Y2 will be created and show as suspended in SIS (When resuming - resumption CoC required Reassessment will place student on to registration work list) If Y1 is Withdrawn this will not rollover therefore no Y2 created

Apply Once Student successfully applies for loan for year 1 Registration confirmed by HEP in SIS & payment instalments made across the academic year Student completes year 1 of course SLC systems automatically create the year 2 application in SIS once year 2 course information is on CMS Student appears on Registration Work list in SIS 30 days prior to course year 2 start date as normal

Apply Once Cross Year CoC A Cross Year CoC is when a change needs to be applied across 2 AYs for example: Student successfully applies for loan for year 1 & completes the year SLC systems have automatically rolled over the application & created year 2 Turns out the student should have been transferred course in year 1 HEP should raise a CoC against Year 1 (AY16/17 ) SLC systems will transfer year 1 and year 2 automatically showing correct course Student successfully applies for loan for year 1 & application is Approved Registration confirmed by HEP in SIS & payment instalments made across the academic year Student suspends before the end of year 1 SLC systems automatically create the year 2 application in SIS once year 2 course information is on CMS Application appears in SIS as suspended. HEP Submits resumption (17/18). Student Appears on Registration Work list. Cross Year CoCs will apply to; Suspensions, Resumptions, Transfer and Withdrawals

Postgraduate Withdrawal

Postgraduate Suspension

Postgraduate Resumption

Postgraduate Provider Transfer

Postgraduate Course Transfer

Create a CoC CoC Home Create CoC Create CoC Select type CoC Home Add SSN

Change of Circumstances filter

Change of Circumstances status information

Change of Circumstances Submission report

Hints and Tips Ensure a CoC contact has been added via Maintain Contacts section of the SIS Portal Remember NOT to add unnecessary notes as this will delay the CoC processing Ensure that 80% of withdrawals are reported within 60 days of effective date FEES Ensure that 95% of withdrawals are notified to SLC within 7 days of the withdrawal decision being made Contact CoC@slc.co.uk if your task has not been actioned after 30 working days ENGAGEMENT Do NOT submit duplicate CoCs APR/MAY OCT FEB APR MAY

Bursary Administration Service

Bursary Administration Service Student data accessible through the Bursary Administration Service Ability to assess a student s entitlement to Bursaries, Scholarships and Fee Waivers using your own criteria Send correspondence to students on behalf of the Higher Education Provider regarding their awards Schedule and make payments to students or raise automatic Fee Waiver CoCs

Administration charges Subscription contract offering bursary administration service: Bursary Administration Service Core charge Additional Charge for Approved students Additional Charge for EU Means Tested assessment UK Students 0.50 1.75 N/A EU Students 0.50 1.75 7.25 Year 1 (optional service)

Access to service HE Services Portal - http://www.heinfo.slc.co.uk/ Web based No restriction on number of HEP users No additional software required Different roles have varying access levels User Administrator Advisor Assessor Approver

Management The Steering Group provides oversight of the Bursary Administration Service and acts as a forum for stakeholder liaison and management. The purpose of the group is to: Promote the rationale and benefits of the service to the higher education sector and other stakeholders Approve annual estimate of income and expenditure for the service

Rules Criteria Rules criteria Automated Award Criteria Household income Grant indicator Mode of Study (FT/PT) Tuition Fee amount Care Leaver indicator Domicile, Age, Postcode Course details Year of Study or Cohort Manual Award Criteria Student A level results Progression -schools/colleges Distance from Institution HEP application requirements Sporting/ musical achievements NCTL bursary

Bursary Service Financial Reports

Financial Reports Student Payment Report Outstanding Payment Triggers Report Pending Payment Report Funding Report Approvals Report Approvals Action Status Report

Student Payment Report Provides a financial overview of the amount - Approved - Approved and confirmed for payment - Payment in progress/paid It is each HEPs responsibility to run the Student Payment Report to ensure they have sufficient funds available prior to the SLC draw down of funds

Outstanding Payment Triggers Report This report details students who will not receive a bursary payment due to either outstanding payment trigger(s) outstanding bank details

Pending Payment Report This report can only be run once the 10 day drawdown process has begun Identifies students who will not receive their bursary payment & reasons why

Funding Report Available once the 10 day drawdown of funds has commenced Provides financial reconciliation with an itemised account of the student payment instalments & failed payments for each collection run

Approvals Report Report is available in CSV format Provides details of all students with awards awaiting review Contains all of the fields available in Student List Export plus Award Name Award Type Award Amount Approval Status

Approvals Action Status Report Report is available in CSV format Provides details of the last action undertaken i.e. approval, rejection, cancellation Contains the following information; Student Name, CRN and SSN Academic Year Award Name, type and amount Action taken (e.g. approved, cancelled) Last updated time User who carried out last action

Service Standards

Service Service Standards Defined Services require measures and standards Services must be defined, to ensure they are accurately delivered SLC and the HEP partners have a co-dependency in delivering Student Finance services to the student

Service / Process Right First Time Elapsed Time Notes SMF View Student Information SMF Components Register of Eligible Courses Public providers, nonfranchised SCITTS Franchised Provision of Applicant Data 95% by end Jan 100% by end June 100% accuracy of data passed to SIS 85% by end Jan 90% by 31st March 90% by end Feb 99% approved applicants details posted to SIS within 24 hrs of approval Public Providers decisions completed by approximately15 th Jan. SCITTs funding from LAs in March Take-up drives franchise decisions Initial measure, to be base-lined. Dependency on Processing Verification of Study Programme & Notification of Changes Confirmation of start of study (Registration Confirmations) 99% accuracy 75% of course and fee CoCs within two weeks of course start-date. (this must precede a first term Attendance Confirmation) 99.5% accuracy 80% registrations within 5 days of term start date 99% registrations/not Turned Up/ within 60 working days of term start date Initial measure, to be base-lined. Most courses have a contract cool-off of two weeks, and initial fees and courses must have been agreed by 2 weeks.

Service / Process Right First Time Elapsed Time Notes SMF View Student Information Attendance Confirmations SMF Components 99% accuracy of attendance reports 85% by due date for earliest payment 98% return before 60 days from due date Cessation (withdrawals) 99% accuracy 80% of withdrawals reported within 60 days of effective date 95% of withdrawals notified to SLC within 7 days of the withdrawal decision being made Reporting in Dec, March and June to avoid anomalous holiday influences This is not independently reported Reassessments (by SLC) 99.5% accuracy of automatic reassessments 98% accuracy of manual assessments 70% within 20 working days at peak 95% within 30 working days at peak 95% within 20 working days off-peak Peak period is Oct-Nov Fee Payments (by SLC) 99.5% calculated fee payments due are made 99% of due payments are made by payment date HEP Enquiries (by SLC) 99% accuracy identified through quality checks Calls answered within SLA The ET definition is awaiting the customer contact standard

Service Standards SMF View Student Information SMF Components Service / Process Right First Time Elapsed Time Verification of Study Programme & Notification of Changes 99 % accuracy 75% of course and fee CoCs within two weeks of course start-date. Use View Student Information to Check for applications at the status of approved awaiting signature (this must precede a first term Attendance Confirmation) View tuition fee loans, zero assessments and student to pay records to identify actions Ensure all course information is correct Ensure that you submit 75% of course and fee CoCs within two weeks of course start-date Export student information into HEP systems

Service Standards SMF Registration SMF Components Service / Process Right First Time Elapsed Time Confirmation of start of study (Registration Confirmations) 99.5% accuracy 80% registrations with 5 days of term start date. 99% registrations/not Turned Up/ within 60 working days of term start date Utilise your Registration Worklist to Identify approved applications requiring confirmation of registration Ensure 80% of all registrations are confirmed within 5 days of term start date Allow at least 4-6 weeks before undertaking confirmation of students not registered All not registered to be submitted within 60 working days of term start date View Manual Registration to track progress of students transferring in to your HEP

Service Standards SMF Attendance SMF Components Service / Process Right First Time Elapsed Time Attendance Confirmations 99% accuracy of attendance reports 85% by due date for earliest payment 98% return before 60 days from due date Utilise your Attendance Worklist to Identify approved applications requiring confirmation of attendance Ensure 85% of attendance confirmations are submitted by due date for earliest payment Ensure 98% of confirmations are returned before 60 days from due date Ensure negative attendance confirmations are followed up with the appropriate COC, via the CoC Worklist Filter on all student with late confirmation for previous Liability period, before accessing next period Worklist

Service Standards SMF Change of Circumstance SMF Components Service / Process Right First Time Elapsed Time Cessation (withdrawals) 99% accuracy 80% of withdrawals reported within 60 days of effective date 95% of withdrawals notified to SLC within 7 days of the withdrawal decision being made Ensure a CoC contact has been added via Maintain Contacts section of the SIS Portal Remember NOT to add unnecessary notes as this will delay the CoC processing Ensure that 80% of withdrawals are reported within 60 days of effective date Ensure that 95% of withdrawals are notified to SLC within 7 days of the withdrawal decision being made Be mindful of processing times, especially during peak times Contact CoC@slc.co.uk if your task has not been actioned after 30 working days Do NOT submit duplicate CoCs

Service Standards SMF Components Monitoring Monitoring of Registration and Attendance timescales Monthly reports monitoring of withdrawal timescales Monthly reports to identify positive registration where attendance is not confirmed CoC comparison Year on Year Performance Management Undertaking training Develop Action Plans Escalation

Service Standards Performanc SMF Registration Action plans to include: System/Process training and support Review of access requirements Collaborative worklist clearance Formal Account Review Sanctions can result in the: Withholding of Tuition Fee Payments Temporary or permanent suspension/withdrawal of designation Examples: Last year one Provider was de-designated 2 HEPs referred to counter fraud

SIS Financial Reports

Financial Reports SIS - Financial Reports SMF Components Blocked Payment Report Remittance Report Tuition Fee Forecast Report Tuition Fee Balance Report

Financial Reports SIS - Financial Reports SMF Components Blocked Payment report Provides main reasons for blocked maintenance payments Invalid/missing NINO Invalid/missing bank details Other Blocked deceased/suspect/mail returned Other Failed - fraud

Financial Reports SIS - Financial Reports SMF Components Tuition Fee Forecast report Enables a high level view of the tuition fees forecast for each of the liability periods in the academic year Split across the various academic quarters and the three liability periods

Financial Reports SIS - Financial Reports SMF Components Attendance Remittance Report available to view within the SIS portal the after payment has been made enables reconciliation of fees down to individual student level separate entry for each academic year and for Full time and Part time

Financial Reports SIS - Financial Reports SMF Components Tuition Fee Balance report High level overview of provider financial status Similar type of information as the forecast report but in a slightly different format

Financial Reports SIS - Financial Reconciliation SMF Components Initial Requirements supplied by user group Total Amount of Tuition Fees available for Academic Year within SIS Payment Dates for liability periods and payment amounts based on positive confirmations Number of records awaiting reassessment with a possible percentage of these with Total Confirmed for payment in SIS within Academic Year Deadline date for initial attendance confirmations (ie the Weds before first payment) and volume of records available for confirmation CoCs submitted Volume of records awaiting claw back confirmation Amount due to be clawed back Drill downs into student volumes

Contact Details Partners Support Desk 0300 100 0642 Funding Team feepayments@slc.co.uk sis@slc.co.uk Change of Circumstances coc@slc.co.uk HE Portal Services Courses Service Hep_services@slc.c o.uk Bursaries Service bursary@slc.co.uk Practitioners Team studentfinanceengland.co.uk Eligibility, Regulatory & Policy Queries SFE ssin_queries@slc.co.uk SFW sfwin_queries@slc.co.uk Or 0300 100 0618 Student Finance England: 0300 100 0607 Wales: 0300 200 4050 Or contact your Regional Funding Information Partners Account Manager HEP Services General Service Queries www.heiinfo.slc.co.uk hep_services@slc.co.uk Or contact your HEP Account Manager

HEP Portal Services Training Event. HEP Account Managers Partner Services October/November 2017