★ Regular column Focus on processing
Nichola Malton talks about processing late applications and how you can help students who are worried about not getting paid on time.

Following the success of the 2015/16 main application cycle, we’re still receiving applications to process for students who have a later term start within the academic year and there’s a steady flow of changes to customer circumstances to review from students, universities and colleges. The processing cycle varies for different parts of our department in the period before the launch of the next academic cycle. For example, our Targeted Support department are busy finalising estimated childcare costs throughout academic year 2015/16 or paying student Disabled Students’ Allowances claims. We still have to ensure that payments at the next instalment dates are scheduled on time too.

Before the launch of the 2016/17 application cycle, we’re reflecting on what lessons we can learn from the last year and proactively look at improvements we can make with our staff and procedures. It’s a good time to dig into various sources of insight data and look at how we can raise positive changes and improve the customer experience. Some of our experienced staff are heavily involved in changes for 2016/17 and they’re helping shape how we evolve our approach and new regulations into our processes, working closely with our ICT and Project teams.

For our students starting or returning to study from 1 August 2016, they’ll be starting to think about applying for their finance. Once the 2016/17 application cycle launches, we encourage students to apply, this helps ensure they have peace of mind that their money is place for starting their course.

Before the launch of the 2016/17 application cycle, we’re reflecting on what lessons we can learn from the last year and proactively look at improvements we can make with our staff and procedures.

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