The SUSI report

Annasopra

http://usi.ie/2013/05/susi-report-confirms-minister-failed-students-in-blind-pursuit-of-savings/

http://www.google.com/url?q=http://www.irishtimes.com/news/education/promise-of-extra-staff-and-need-for-fewer-documents-to-process-student-grants-1.1398020&sa=U&ei=KkqXUfKNDOGP0AW85IHYBA&ved=0CAcQFjAA&usg=AFQjCNEXYIgQx59_OOSj8Y1j-6H1o1dvVg

The report into SUSI by accenture was published yesterday

The recommendations include:

Process

· Reduce the volume of documentation sought from applicants

· Develop an online renewal application system

· Set key calendar dates for the SUSI application process

· Further segregate applications to specialised sections

· Collect key data from applicants earlier in the process

· Improve training and scripts for the SUSI support desk

· Develop an eligibility estimator for applicants use

· Further develop operational KPI and Reporting systems

Management and Resources

· Enhanced Senior Management resources

· Increased staff resources

· Develop core staff

· Re-employment of experienced temporary staff

ICT Systems

· Develop the SUSI grants system, on an agreed phased basis, over the coming years to be a fully web-based integrated automated grant application system.

· Develop data information sharing links with Government bodies and agencies

· Continued investment in IT development and capacity

· Develop an online self service tracker system for applicants

· Continue to develop the Management Information Service capacity

Communications

· Develop a dedicated www.susi.ie website

· Enhance the communications strategy across the education stakeholders

· Improve the content of standard correspondence templates to applicants

· Develop a more targeted communications strategy for applicants from different sectors ·

Set up a Cross Departmental stakeholders advisory group

MarkyMark22

Quite interesting, do you think they may implement those recommendations for this year?

Wrexis

It says in the full report (available here) and in mango's summary that some of the recommendations are long term goals, over years. I'm sure they made improvements for this year but odds are people who started college last year will be finished with a degree before a complete overhaul is done.

MarkyMark22

Wrexis wrote: »

It says in the full report (available here) and in mango's summary that some of the recommendations are long term goals, over years. I'm sure they made improvements for this year but odds are people who started college last year will be finished with a degree before a complete overhaul is done.

An I see, this is my first year applying. I've been gathering any documents I may need already, just to start early. I know the documents needed may have changed from last year, but still good to be prepared!

Annasopra

MarkyMark22 wrote: »

Quite interesting, do you think they may implement those recommendations for this year?

Some of them maybe - some of them may take longer

pauly58

The susi report : Bovine dung of the highest order.

Annasopra

pauly58 wrote: »

The susi report : Bovine dung of the highest order.

Not really - they recognise the massive problems from last year and are trying to fix them

pauly58

Heads should have rolled over the fiasco, but of course they won't. If the management had had been halfway competent, they would have known they didn't have the number of staff, or adequately trained staff, to do the job.

When my son was refused the grant, I was told, when I rang, there was no maintenance grant for Level 8 !

Mango Salsa, you did more to help students than susi staff ever did.

Annasopra

pauly58 wrote: »

Heads should have rolled over the fiasco, but of course they won't. If the management had had been halfway competent, they would have known they didn't have the number of staff, or adequately trained staff, to do the job.

When my son was refused the grant, I was told, when I rang, there was no maintenance grant for Level 8 !

Mango Salsa, you did more to help students than susi staff ever did.

In fairness - I don't in anyway blame the staff - also I suspect this report would never have happened if people from here hadn't vociferously raised the issue with the Oireachtas cttee

GuBro

My daughter was informed last week that her grant application, which she submitted initially in August 2012, has been rejected on the grounds of 'not having furnished the requested documentation within the timeframe' etc. That is utter nonsense, as she has submitted the same over and over again. SUSI has contacted her on several occasions in the past 8 months, claiming either that the documentation was incomplete, or that they had not received it at all. In April she talked to a guy in SUSI on the phone, who said to mark the envelope for his attention this time, which she did. Yet, a week later she is told by another SUSI administrator that they had not received the documentation. She asked could she submit it again, even though the deadline had passed at this stage, and she was told 'Yes'. She submitted it again, by registered mail, but still the application was rejected. My question is: If she appeals this, and SUSI maintains that they have not received the said documentation within the timeframe, what happens then? Is there any other process to overturn this decision, as the issue at hand is SUSI’s failure to manage the process, as confirmed by the recently published report commissioned by USI? My concern is that SUSI turns down her appeal, and that’s that. I had to lend her the money for the fee, so I am very concerned and want to be absolutely sure that we take the best approach to deal with this, and any knowledgeable advice on this is very welcome from the moderator or readers of this thread.

Annasopra

GuBro wrote: »

My daughter was informed last week that her grant application, which she submitted initially in August 2012, has been rejected on the grounds of 'not having furnished the requested documentation within the timeframe' etc. That is utter nonsense, as she has submitted the same over and over again. SUSI has contacted her on several occasions in the past 8 months, claiming either that the documentation was incomplete, or that they had not received it at all. In April she talked to a guy in SUSI on the phone, who said to mark the envelope for his attention this time, which she did. Yet, a week later she is told by another SUSI administrator that they had not received the documentation. She asked could she submit it again, even though the deadline had passed at this stage, and she was told 'Yes'. She submitted it again, by registered mail, but still the application was rejected. My question is: If she appeals this, and SUSI maintains that they have not received the said documentation within the timeframe, what happens then? Is there any other process to overturn this decision, as the issue at hand is SUSI’s failure to manage the process, as confirmed by the recently published report commissioned by USI? My concern is that SUSI turns down her appeal, and that’s that. I had to lend her the money for the fee, so I am very concerned and want to be absolutely sure that we take the best approach to deal with this, and any knowledgeable advice on this is very welcome from the moderator or readers of this thread.

You should seek assistance from her student union education officer and/or welfare officer.

The problem is that VECs are not as far as I know subject to the Ombudsman. You should also contact your a local TD. If your local TD doesn't do anything email all of the Oireachtas education committee members.

GuBro

Thanks mangosalsa, this is good advice. My only concern is that any results from this will only come after the appeal time has run out, which is 30 days from 10 May. I will tell her to contact her student union education officer, but in the meantime, would you recommend to submit an appeal to SUSI, or do you think this might pose a risk to a solution in our favour, in case they turn down the appeal?

Annasopra

GuBro wrote: »

Thanks mangosalsa, this is good advice. My only concern is that any results from this will only come after the appeal time has run out, which is 30 days from 10 May. I will tell her to contact her student union education officer, but in the meantime, would you recommend to submit an appeal to SUSI, or do you think this might pose a risk to a solution in our favour, in case they turn down the appeal?

I'm not fully sure what the process for SUSI appeals is - I think if they have given an appeal deadline then you must obviously meet that deadline.

tylercheribini

I was hopin they would at least have had an online grant renewal system in place. looks like ill at least have to re enter all my online details again(even though they posess them already) if not re post all my documents!

SuSi: Reps

GuBro wrote: »

My daughter was informed last week that her grant application, which she submitted initially in August 2012, has been rejected on the grounds of 'not having furnished the requested documentation within the timeframe' etc. That is utter nonsense, as she has submitted the same over and over again. SUSI has contacted her on several occasions in the past 8 months, claiming either that the documentation was incomplete, or that they had not received it at all. In April she talked to a guy in SUSI on the phone, who said to mark the envelope for his attention this time, which she did. Yet, a week later she is told by another SUSI administrator that they had not received the documentation. She asked could she submit it again, even though the deadline had passed at this stage, and she was told 'Yes'. She submitted it again, by registered mail, but still the application was rejected. My question is: If she appeals this, and SUSI maintains that they have not received the said documentation within the timeframe, what happens then? Is there any other process to overturn this decision, as the issue at hand is SUSI’s failure to manage the process, as confirmed by the recently published report commissioned by USI? My concern is that SUSI turns down her appeal, and that’s that. I had to lend her the money for the fee, so I am very concerned and want to be absolutely sure that we take the best approach to deal with this, and any knowledgeable advice on this is very welcome from the moderator or readers of this thread.

Good Morning GuBro,

If you would like I can look into your daughter’s application and see exactly what has occurred. You will need to private mail me the following details of your daughters: W reference number, D.O.B, Address and Mother’s Maiden Name.

Also your initial appeal is through SuSi. However if the cancellation was due to documents then you will have to supply the documents with the appeal to have it re-opened.

If you receive a decision back from the appeal that you do not agree with, then there is an outside body set up to handle the appeal of the appeal.

I hope this information helps.

Kind regards,
Aoife,
SuSi HelpDesk.

Annasopra

GuBro wrote: »

My daughter was informed last week that her grant application, which she submitted initially in August 2012, has been rejected on the grounds of 'not having furnished the requested documentation within the timeframe' etc. That is utter nonsense, as she has submitted the same over and over again. SUSI has contacted her on several occasions in the past 8 months, claiming either that the documentation was incomplete, or that they had not received it at all. In April she talked to a guy in SUSI on the phone, who said to mark the envelope for his attention this time, which she did. Yet, a week later she is told by another SUSI administrator that they had not received the documentation. She asked could she submit it again, even though the deadline had passed at this stage, and she was told 'Yes'. She submitted it again, by registered mail, but still the application was rejected. My question is: If she appeals this, and SUSI maintains that they have not received the said documentation within the timeframe, what happens then? Is there any other process to overturn this decision, as the issue at hand is SUSI’s failure to manage the process, as confirmed by the recently published report commissioned by USI? My concern is that SUSI turns down her appeal, and that’s that. I had to lend her the money for the fee, so I am very concerned and want to be absolutely sure that we take the best approach to deal with this, and any knowledgeable advice on this is very welcome from the moderator or readers of this thread.

Just an update on this - it seems that SUSI is now covered by the Ombudsman from May 1st

http://www.ombudsman.gov.ie/en/About-Us/Legislation/Ombudsman-Amendment-Act-2012/Bodies-under-remit-from-May-2013/

Lamina

Do ye think the grant might actually be issued in September this year if I have my application sent in by the end of this month?

Annasopra

Good to see that SUSI has a new website and is setting key calendar dates for grants

http://www.susi.ie/