Delivering a better DSA service for customers
David Thomson, Head of Operational Readiness and Senior Responsible Owner (SRO) for the DSA Transformation Programme
In February 2024, the Student Loans Company (SLC) introduced an improved Disabled Students’ Allowance (DSA) service model. Under the new model, students continue apply to us for DSA, and once their eligibility is confirmed by our team, one of two contracted suppliers is allocated to be responsible for the provision of needs assessment, assistive technology equipment, assistive technology training and aftercare.
This new approach has been designed to improve the student application journey, implement contractual controls, and deliver greater value for money for the student and the taxpayer. It builds upon significant student insight that illustrated that the previous process, where multiple suppliers interacted with the student at different points during the journey, was too long and complex, with no one party taking overall ownership for the support received by the student. By working with the contracted suppliers, Capita and Study Tech this provides us, on behalf of the Department for Education and Welsh Government, with contractual oversight for the quality of service being provided to students.
How do we ensure our suppliers deliver a quality service?
In 2022, SLC invited partners to bid to deliver these DSA services for customers. At the time, we highlighted our vision for the market. Following the appointment of the suppliers, we have established a dedicated supplier management team who, in collaboration with Capita and Study Tech, have developed and agreed 23 contractual Key Performance Indicators (KPIs). These KPIs are routinely monitored and subject to formal monthly review.
They cover six key categories including needs assessment provision, equipment provision, training provision, the provision of support, including repairs and replacements, complaints handling, and compliance with commercial terms. Since launching the new service at the end of February, early data shows that the time taken for customers to receive their support has reduced. And while, we are clear that there is much more to do, we are encouraged by the positive early progress.
We strive to ensure that the new service model provides the best possible experience for our customers. To help us, we have established a group of independent, third sector stakeholders, to hold us and our suppliers to account. The DSA Quality Committee* has met twice since the suppliers were appointed and its remit is to provide independent validation that Capita and Study Tech are adhering to the agreed quality standards, and that the quality standards are driving the intended outcome of an improved customer journey. Members of the group include the Thomas Pocklington Trust, Disability Rights UK, Student Minds, National Deaf Children’s Society and the British Dyslexia Association.
Customers are at the heart of our DSA reforms, and we’ll continue to listen to their insights and feedback. We survey students to get direct customer feedback on their experience of the DSA process, giving us a clear view of how customers perceive the service. We have also established a DSA Customer Panel, which meets four times per year, and our separate Student Finance Customer Panel, made up of prospective, current and former students, also includes customers in receipt of DSA.
In launching the new service, we reached an important milestone in our DSA transformation journey, however we know that there is a great deal more to do, which is why we have further improvements planned this year and next. These improvements will deliver a further improved accessible digital journey, and I am confident that by working closely with our partners and members of Quality Committee we will deliver the service we know customers in receipt of DSA deserve.
*Members of this committee do not have, either directly or via their own membership, any commercial interest or involvement in the delivery of DSA equipment and services.
Further information:
SLC confirms DSA Framework Award