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Adding a change provider feature

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Summary

We introduced a 'change provider’ feature to let participants switch training providers after registering.

This reduces friction, avoids duplicate registrations, and prevents multiple providers assessing a user at the same time.

On NPQs, participants often created multiple registrations to maximise their chances of getting a funded place. This encouraged providers to accept users quickly, sometimes before assessing suitability, which led to participants being accepted by the wrong provider and DfE needing to manually revert registrations.

Why we introduced it

Users may need to change provider because:

  • they do not get a funded place
  • timings do not work
  • they reconsider their choice of provider

Without this feature, users would need to restart the process.

We wanted to:

  • avoid duplicate registrations
  • support real user behaviour
  • give providers clarity over ownership
  • ensure only the intended provider could accept the participant
  • reduce DfE staff time spent reverting applications

Key decisions

One registration

We restricted to a single registration per participant, so that:

  • users can switch provider within it
  • ownership moves between providers

This avoids duplication and keeps tracking simple.

Controlled switching

Users can only change provider before they have started the course.

If they have been accepted by their provider they must first get their registration reverted to pending before proceeding to change provider.

This prevents users switching providers when they have started the course so that there is no complications around payments to providers.

Provider visibility

We designed clear access rules:

  • new provider → full access
  • previous provider → read-only
  • all changes tracked and date stamped

This ensures continuity and auditability.

How it works

Journey

  1. User registers and selects a provider
  2. Provider receives the registration
  3. If needed, the user returns and changes provider
  4. Registration is reassigned to the new provicer
  5. Previous provider is emailed to notify them the participant is no longer registered with them
  6. New provider starts process to assess the participant

Registration status

The journey changes depending on status:

Pending or rejected

  • can change provider
  • registration is reassigned

Accepted

  • user must contact support stating they want to change provider
  • support check with the provider that the user has not started the course
  • registration is reverted to pending
  • user returns and can change provider
  • registration is reassigned

Started

  • cannot change provider
  • continues with current provider

Working with providers

We worked closely with providers:

  • shared demos via Teams
  • gathered feedback on risks and usability
  • iterated the design

Providers asked for:

  • visibility of registrations that had changed provider
  • visibility of previous providers
  • dates of when the change was made

We adapted the solution to meet these needs.

Testing with users

We tested this journey as part of beta:

  • users could complete it easily
  • the flow felt smooth
  • minor improvements identified:
    • clearer navigation
    • better access to provider links

Overall, the journey worked well.

Impact

Participants

  • can switch without reregistering
  • less frustration

Providers

  • clear ownership
  • less admin
  • better visibility

DfE

  • cleaner data
  • fewer duplicate applications
  • more efficient operations

Monitoring

We will track:

  • how often users change provider
  • support queries about changing provider
  • completion rates for the process
  • provider feedback

This helps us identify issues and iterate.

Screenshots of the process

Screenshot showing the current NPQ process for changing provider
The process used to change provider in the NPQ service.
Screenshot showing the new change provider process for NPD courses.
The new NPD process for changing provider.
Screenshot showing the submitted registration, with the new 'Register with a different provider' link.
The submitted registration, with the new ‘Register with a different provider’ link.
Screenshot showing the page shown when the registration is in 'accepted' state and they use the 'register with a different provider' link.
The page shown when the registration is in ‘accepted’ state and they use the ‘register with a different provider’ link.
Screenshot showing the first question in the change provider journey. 'Confirm you have not started the course and want to register with a different provider' with 'yes' and 'no' options. This is shown if the registration is in 'pending' or 'rejected' state.
The first question in the change provider journey checking if the user has started the course and confirming they want to change provider. This is shown if the registration is in ‘pending’ or ‘rejected’ state.
Screenshot showing the second question in the change provider journey. This asks the user to 'select a training provider' and states the one they are already registered with.
The second question in the change provider journey asking the user which provider they want to change to.
Screenshot showing the check answers screen.
The check answers screen.
Screenshot showing the submitted registration, with a confirmation banner at the top stating that they have successfully changed provider.
The updated registration, confirming they have changed provider.
Screenshot of the email the user receives after changing provider, confirming the change has been successful.
The email the user receives after changing provider.
Screenshot of the email the original provider receives after the participant has changed provider. This tells them the participant is no longer registered with them and gives key details so they can find that participant in their database.
The email the original provider receives after the user has changed provider.