Case Study: Education and Skills Funding Agency achieves faster, error-free student bursary processing with Capita

We’re reducing processing times for student bursary applications from an average of 23 to 3 days

The Education and Skills Funding Agency (ESFA) needed to streamline its student bursary and support application process for vulnerable young people, after a long Care to Learn form and guidance led to nearly 50% of submissions being incomplete or inaccurate. Capita supported ESFA through its Student Bursary Support Service, helping address delays that were slowing access to vital education funding.

Capita implemented a user-tested digital application platform with a secure portal, tailored questions, online guidance, web chat, and video support. The new process eliminated incomplete and error-filled forms, cut service delivery costs by 40%, reduced processing times from 23 days to 3, and helped distribute over £2 billion in funding across more than three million applications.

Education and Skills Funding Agency

Mahmood Ahmed

Deputy Director for 16-19 Funding and Student Support