The original SLC Tender for AT equipment and training was officially abandoned in July, with the plan to restructure and release a new tender.
An information gathering workshop last month revealed that the new aim of the project is to; improve the customer journey for the provision of DSA services, including procuring contracts with suppliers of DSA services.
Remtek’s initial submission was developed on the premise of an integrated and seamless business system that would enable students to receive the AT, training and support in the smoothest and most convenient way.
The global pandemic has made that integrated and seamless business system more important now than ever. We have spent the last 6 months developing processes and procedures that address many of concerns raised in the customer research and ensure a better support system for the student.
CONCERN ONE
CONCERN: The process for the student is long and convoluted, which can be stressful, time consuming and overwhelming. In addition, the onus is on the student to contact the NAC, to make an appointment to arrange delivery or training.
OUR SOLUTION: Remtek make the process as seamless as possible so as not to overwhelm students.
We have developed a seamless, one-stop-shop approach for students, which encourages take up. Our unique 5 step orientation process is one of a kind and ensures the student has support and guidance from the beginning.
We are the only provider to use our own, professionally trained engineers. These dedicated engineers are put through a vigorous training programme to enable them to support each student in the most effective way. They deliver an efficient setup followed by an introductory familiarization session.
In March we moved to virtual setups and virtual bookings to support students throughout the pandemic, guaranteeing that our approach would not be compromised when a face-to-face visit could not be carried out.
For us it is all about the ‘light bulb’ moment, when it all comes together for a student and they are confidently engaging with their software and equipment.
CONCERN TWO
CONCERN: An ongoing concern is that different suppliers are providing different services, for example the training provider is often different from the equipment provider. This can result in further confusion for the student and different points of contact.
OUR SOLUTION: Many of the ATSPs offer training as well as equipment. Remtek have a team of in-house trainers that are also put through an intensive training programme. Being able to offer the training alongside the equipment setup means that our holistic approach can be delivered to the student throughout their journey. An added benefit is that there is only one point of contact and therefore less confusion for the student.
All team members are trained on the Remtek ethos. This is reflected in the values we see our employees harnessing every day.
Every team member feels personally involved in ensuring that the student has the tools to use their equipment and/or software comfortably and confidently.
Our orientation process and service delivery’s success are proven by the number of 5-star reviews that we have received.
Where we aren’t chosen for both equipment and training, we partner with industry leading service providers. These strategic partnerships were developed to support consistent service delivery for the student.
CONCERN THREE
CONCERN: There is an issue of quality assurance and trust with the closure of DSA-QAG. How can service quality be monitored?
OUR SOLUTION: For Remtek, feedback has always been an integral part of the entire process as it allows us to adjust and improve our services. After every setup and training session, our engineers and trainers request feedback, which is submitted via our own website, which means all providers can access the information and make improvements to their own service delivery if relevant. The feedback submission allows for an anonymous selection if a student does not want to be known.
We are continuously developing our services and encourage all feedback, both positive and negative to be submitted.
CONCERN FOUR
CONCERN: There is a lack of understanding about what different suppliers do
SOLUTION: Remtek creates and promotes fortnightly content pieces, which are developed with the support of staff and students. We share best practice information with student feedback that enables readers to keep up to date with industry news.
Moving Forward
We are promoting best practice and partnership working. Our orientation process and continuously developing procedures are highly rated.
We would be keen to see a working group that joins the ATSPs with SLC and DfE. Working collaboratively, we could expand the Remtek orientation process to enable positive dialog in support of the introduction of a central quoting system.
