In 2020 the SLC Tender for AT Equipment and Training was launched to address many of the ongoing concerns with DSA service provision.
The forthcoming tender will provide an opportunity for DSA service providers to come together, rethink service delivery and consider how processes for students can be improved.
Some of the procedures that we have implemented have had a huge impact on student outcomes. Today we’re sharing these processes in a bid to get everyone behind enhancing the student journey.
For us it’s all about keeping each individual student at the centre of every decision and delivering services at the convenience of the student.
Our aim is to ensure that students feel as comfortable as possible and confident enough to ask questions.
The Remtek familiarisation process
An information gathering workshop on the tender in November 2020 highlighted that the process for students is long and convoluted. We now know that this can be stressful and time consuming for the student. In addition, the onus is on them to contact the nominated suppliers, to make an appointment to arrange delivery or training, which occasionally doesn’t happen.
Our familiarisation process directly addresses this concern. We have developed procedures that make the entire process less overwhelming for students which in turn encourages take up.
A student’s first point of contact after arranging delivery is often the setup engineers. Remtek’s own 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 familiarisation session.
This session captures students at the earliest possible stage and is a great way to help students become familiar with their equipment from the get-go.
To ensure that they remained engaged with the process during the pandemic we adapted our set-up service and now deploy our field engineers in two ways:
- We continue to use engineers for doorstep deliveries as they offer more than just a “drop and go”. They are able, while observing social distance protocols, to explain to the student what they are receiving, how to contact our organisation for ongoing support and advise on next steps.
- We also redeploy field engineers to provide remote/virtual setup. We felt they were the most appropriate staff to do this as they had the necessary skills and training as they provide it already in the field. So, when the engineer is providing this support and observing the “engineers checklist” they are able to imagine being in front of the student as though it was provided face to face.
Another touch point we have created to help bridge the gap between setup and training is software setup videos. These are held on the Remtek Students website and our YouTube channel.
At present our engineers are not carrying out drop off activities. They are all being utilized for familiarisations, meaning students are receiving their familiarisation session much quicker.
The entire procedure has been designed to guarantee that when students start their training sessions they are not losing out on quality training time.
Remtek field engineers are renowned across our industry. Their job is not only to setup the equipment but have the soft skills of building a rapport and trust with the student, so they genuinely engage with the equipment. What we call the “light bulb” moment when the student suddenly understands the impact of the technology they are receiving.
Why this additional support service is a vital part of the student journey
With the ongoing pandemic and the majority of university students still studying from home, it’s imperative that we all make extra efforts to ensure that each student has the support that they need.
As an industry we are all aware of the many DSA students suffering in silence and the huge percentage of students that fail to take up their full allocation of assistive technology training.
Remtek’s familiarisation process ensures less confusion for the students as there is only one point of contact. We have also found that offering training alongside the equipment setup removes any of the initial concerns that students have.
We’re encouraging all DSA businesses to consider this holistic approach and enhance each student journey.
Want to find out more?
Our promise is the delivery of an integrated and seamless business system that enables students to receive AT training and support in the smoothest possible way.
If you would like information about any of the above please get in touch with John Farrar at firstname.lastname@example.org.