1. Short set-up period: we designed and implemented a robust end-to-end process for administering the grants in less than 3 months. We worked closely with Barclaycard (who supplied the pre-loaded credit cards) to limit fraud and ensure that grants were issued promptly and employed a sales and support team with experience in the education space. 
2. Demand generation: we had to generate a great deal of interest in a limited amount of time. The primary audience were hard to reach and due to confidentiality and statutory restrictions we were not able to communicate via schools. Alongside an extensive media programme, we worked closely with a wide range of stakeholder organisations including housing associations, local authorities and community groups to ensure we got the message out there. To ensure fair allocation of grants we used government figures to tailor activity tot he response from each region.
3. Handling the response: call centre employees did not work to a defined script so they had more flexibility to engage with hard to reach audiences. Initial eligibility checks were carried out over the phone so friendliness was key to securing trust.
4. Processing applications: clear guidance notes were sent out with the application forms which took no longer than 15 minutes to complete. Completed forms were then scanned and assessed, and applicants knew within 3 weeks if they were successful.
5. Family goes online: successful applicants were sent a pre-loaded BarclayCard along with a list of approved suppliers from which they could purchase their Home Access package.

Shakeel Parvez said "It's cool because I can do my homework on it."

The Result

Over 258,000 eligible families received the grant and now have access to the internet. In addition, thousands of tailor-made Home Access packages with specifically adapted equipment have been awarded to children with severe disabilities or special educational needs.