On ILR return day the service desk is open until 6pm.
The service desk is closed weekends, bank holidays.
Please include the following information when emailing:
nature of query/request in the email subject box
UPIN - very important
description of the query/request including error messages and screenshots
your contact information including your company details
the application being used
your website browser version
your computer operating system
Once you have sent in a query - whether by phone or by email - we will:
send an email confirming your incident number and incident topic and if required, request further information
resolve at first line where possible - if not, escalate to an appropriate technical expert
send you an email with a resolution or an answer to your query
send an email confirming that we have resolved your query
We are able to answer many issues very quickly, for example the resetting of passwords, or highlighting particular areas within our published documents for your action or information. More technical queries will take longer to answer.
Please do not log multiple repeat enquiries by email as this will increase the amount of enquiries that need to be processed and will in turn slow overall response time.
You can also write to the service desk at:
Skills Funding Agency
What the business operations team can support you with
Funding Information System (FIS) including the ILR entry tool
data collection processes and reports, including the PFR (provider funding report) Data quality reports
success rates and minimum standards/minimum levels of performance reports, including requests for learner reference mapping (L03 mapping)
national and official further education statistics, including the SFR (statistical first Release) on post-16 education and national success rate tables
provider gateway use and access requests
access to the Hub, including permissions, super users and passwords
services on the Hub including data collections, searching learning aims, and Contracts and Finance
notifications of a learner’s death or change in contact preference (contact details should be notified to individual providers)
FE Choices, including survey methodology and data outputs
Individualised Learner Record (ILR) data
national careers service course directory provider portal (please note: we do not support the public-facing website)
qualifications for post-16 education and training: provider-facing fundability and validity only
Data encryption and password protection.
All providers must encrypt and also password protect all data files including learner details when they are sending them by email to the service desk.
This includes all spreadsheet files and ILR files sent via email and which include personal information about learners such as names, postcodes and date of birth.
Following the correct security procedure means that learner information is better protected.
Your data protection responsibilities:
Protecting your learners’ personal information is a compliance requirement under the Data Protection Act.