David Thomson, Head of Operational Readiness and Senior Responsible Owner (SRO) for the DSA Transformation Programme.
Earlier this year, we set out to improve the service offered to Disabled Students' Allowance (DSA) students. The initial introduction of the new service model was the first step in delivering improvements that will benefit students in receipt of DSA.
The reforms * were the result of a ministerial decision to put contractual arrangements in place for the provision of needs assessment, assistive technology and assistive technology training. The new model is designed to improve the DSA application journey, improve the overall customer experience as well delivering better value for money for the student and the taxpayer through the introduction of contractual controls.
Students continue to 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 was developed based upon significant customer insight, that illustrated that the previous process, which involved the student interacting with multiple suppliers, was too complex. A simpler service model was required and by working with our appointed suppliers, Capita and Study Tech , SLC now, for the first time, has full visibility of the end-to-end customer journey, allowing us to monitor all elements of the service, and make adaptations to improve service delivery. While the service is still in its infancy, we are pleased with early positive feedback from students, and we continue to work to improve customer journey times.
This month, reforms will take place to the Maintenance and Support Charge, as a new repair and replacement process is introduced. This new approach will mean that students' equipment will be repaired, or replaced, on a case-by-case basis and replaces the previous system where course-long insurance and warranty payments were deducted from the student's DSA and paid to suppliers in advance. For new students applying for DSA, an annual service charge will be applied to their DSA2 entitlement letter and replaces the Maintenance and Support charge, which is currently deducted from students' DSA entitlement. This is to cover costs incurred by the assistive technology supplier, such as follow up enquiries and support, and will not be paid if customers leave their course early.
These new services will deliver better value for money for students and the taxpayer and will be deducted directly from the student's DSA entitlement. Importantly, these will be clearly itemised when their package of support is confirmed.
Customer, sector feedback and insight will always be critical as we work towards providing the best possible experience for customers. Indeed, there has been a huge amount of engagement and interaction with both groups, both prior to launch and continues during the implementation of the reforms, and we really appreciate that input in helping to shape the service now and in the future.
We continue to work with our DSA Quality Committee, Disabled Students' Stakeholder Group and DSA Customer Panel to provide updates on the new service and discuss future improvements. We have established a new monthly DSA Operations Group for practitioners to provide feedback and insights on the DSA customer journey; highlight emerging or potential issues, creating an important feedback loop between practitioners and SLC.
And looking ahead to 2025, we will be focussed on transforming our systems and the application experience for students applying for DSA, as we continue our journey to provide an excellent customer experience.
*The reforms were launched in February 2024, under the previous Conservative government.
