Manuel K. H. Bolanos

Dear Student Loans Company Limited,

On a recent call with one agent of SFE, I asked over and over where the information he was stating came from, as I could not find it in the practitioner's manuals or any other source.

After asking the agent if it was an internal database, he replied it was indeed and only SLC agents had access to it.

I want to know the following:
1) Number of articles of said database
2) What type of database? (ie Salesforce or similar software)
3) What constituent countries does the database cover? (England, Wales and NI, or only one?)
4) When someone calls the SFE Student Enquiry Line, does it go to a single call centre that deals with all constituent countries? Or does said call centre only have agents for SFE? (It doesn't matter if there are different departments with different databases)
5) Who writes the material?

Yours faithfully,

Manuel Bolanos

SLC FOI Requests - Do Not Reply, Student Loans Company Limited

This is an automated response to let you know that your email has been
received by the Student Loans Company Limited ("SLC").

SLC's Freedom of Information Office is only able to deal with requests for
information under the Freedom of Information Act 2000 ("FOIA"). If your
email relates to a request for information under the FOIA, a separate
acknowledgement will be issued with a request reference.

If your email is in relation to a student finance application or account
enquiry, and you have provided sufficient details to identify your account,

your email will be passed to the relevant department. Alternatively,
please contact us using the contact details available at
https://www.slc.co.uk/contact.aspx.

If your email is not a customer enquiry then it has been passed to the
relevant department.

SLC's Freedom of Information Office is unable to advise response timescales

for other departments.

show quoted sections

FOI Requests, Student Loans Company Limited

Dear Mr Bolanos

Thank you for your email dated 01/02/2019.

Your request is being considered under the terms of the Freedom of
Information Act 2000 (“FOIA”).

Your request has been allocated reference number 29-19.

We will respond to you under the terms of the FOIA and within 20 working
days.

We will contact you further for clarification of your request if this is
considered necessary.  

Yours sincerely

Louise Chapman | Senior Legal Executive
Student Loans Company
100 Bothwell Street, Glasgow G2 7JD
e: 32080  t: 0141 306 2080

[1]www.slc.co.uk
Follow us at [2]Twitter/SLCcomms for the latest corporate news and updates

show quoted sections

References

Visible links
1. file:///tmp/www.slc.co.uk
2. file:///tmp/www.Twitter.com/SLCcomms

FOI Requests, Student Loans Company Limited

Dear Manuel Bolanos,

I refer to your recent email dated 1 February 2019 requesting the following
information under the Freedom of Information Act 2000 (“FOIA”):

“On a recent call with one agent of SFE, I asked over and over where the
information he was stating came from, as I could not find it in the
practitioner's manuals or any other source.

After asking the agent if it was an internal database, he replied it was
indeed and only SLC agents had access to it.

I want to know the following:
1) Number of articles of said database
2) What type of database? (ie Salesforce or similar software)
3) What constituent countries does the database cover? (England, Wales and
NI, or only one?)
4) When someone calls the SFE Student Enquiry Line, does it go to a single
call centre that deals with all constituent countries? Or does said call
centre only have agents for SFE? (It doesn't matter if there are different
departments with different databases)
5) Who writes the material?”

Response

I can confirm that Student Loans Company Limited (SLC) holds the
information you have requested.

Regarding Question 1 of your request, there are 860 articles in the
database.

Regarding Question 2 of your request, the database is a Cloud based
knowledge management system provided by Moxiesoft.

Regarding Question 3 of your request, the database contains information on
all products and services provided by SLC across the respective domiciles
we support. This includes England, Wales, Scotland and Northern Ireland.

Regarding Question 4 of your request, inbound calls to the main Student
Finance England (SFE) Student Enquiry line are queued virtually across the
seven sites detailed below:

Internal
- Darlington
- Glasgow

Outsource
- HGS Preston
- Teleperformance (TP) Bangor
- TP Gateshead
- TP Glasgow
- TP Newry

Please note that some sites have staff trained to handle multiple
domiciles. For example those in Glasgow can handle SFE and Student Finance
Northern Ireland (SFNI) calls and staff in TP Bangor and TP Newry can take
SFE, SFNI and Student Finance Wales (SFW) calls.

Regarding Question 5 of your request, the articles are written and
published by a centralised team within SLC, the content of which is
supported by respective subject matter experts from across the whole
business. The relevant expert person can change from a case to case basis.

Internal review process

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review.

Internal review requests should be submitted within two months of the date
of receipt of the response to your original request and should be addressed
to the Freedom of Information Office, Student Loans Company Limited, 100
Bothwell Street, Glasgow, G2 7JD or by email: [SLC request email].
Please remember to quote the reference number above in any future
communications.

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a decision.

The Information Commissioner can be contacted at:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Yours sincerely,
Lucia Spadaro

Lucia Spadaro| Legal Executive
Student Loans Company
100 Bothwell Street, Glasgow G2 7JD

www.slc.co.uk
Follow us at Twitter/SLCcomms for the latest corporate news and updates

From: Manuel Bolanos <[FOI #549334 email]>
To: FOI requests at SLC <[SLC request email]>
Date: 01/02/2019 12:42
Subject: Freedom of Information request - Regarding your internal
knowledge database

Dear Student Loans Company Limited,

On a recent call with one agent of SFE, I asked over and over where the
information he was stating came from, as I could not find it in the
practitioner's manuals or any other source.

After asking the agent if it was an internal database, he replied it was
indeed and only SLC agents had access to it.

I want to know the following:
1) Number of articles of said database
2) What type of database? (ie Salesforce or similar software)
3) What constituent countries does the database cover? (England, Wales and
NI, or only one?)
4) When someone calls the SFE Student Enquiry Line, does it go to a single
call centre that deals with all constituent countries? Or does said call
centre only have agents for SFE? (It doesn't matter if there are different
departments with different databases)
5) Who writes the material?

Yours faithfully,

Manuel Bolanos

-------------------------------------------------------------------

Please use this email address for all replies to this request:
[FOI #549334 email]

Is [SLC request email] the wrong address for Freedom of Information
requests to Student Loans Company Limited? If so, please contact us using
this form:
https://www.whatdotheyknow.com/change_re...

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
https://www.whatdotheyknow.com/help/offi...

For more detailed guidance on safely disclosing information, read the
latest advice from the ICO:
https://www.whatdotheyknow.com/help/ico-...

Please note that in some cases publication of requests and responses will
be delayed.

If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.

show quoted sections