How Pearson TQ uses Aptem to overcome digital accessibility barriers  

To ensure no learner is left behind, Pearson TQ leverages Aptem as a flexible, accessible digital learning platform – enabling every apprentice to access tailored training, regardless of location, schedule, or individual accessibility needs. 

Pearson TQ, a division of Pearson, delivers high-quality workforce training and apprenticeships to major UK employers, including the NHS and defence sector. Their 400+ apprentices represent a wide range of roles and learning needs. For example, NHS staff often work irregular shifts and are rarely desk-based, making traditional, fixed-time desktop learning unworkable. Other clients require fully online programmes, with no site visits or travel allowed. Some learners face specific digital accessibility challenges. 

Given these diverse requirements, Pearson TQ relies on Aptem’s adaptable digital platform. This ensures every apprentice – regardless of work pattern, location, or individual needs, has equitable access to all learning materials and activities. This approach aligns with Ofsted’s ‘no learner left behind’ mantra, supporting success for every apprentice. 

Beyond Software: How Aptem’s Platinum Service Delivers Long‑Term Value, Insight and Continuous Improvement

In the apprenticeship and vocational training sector, success is rarely driven by technology alone. Providers operate in a constantly shifting environment shaped by regulatory change, funding pressures, workforce turnover, inspection frameworks and evolving learner needs. Even the most capable platform will fall short if organisations lack the time, confidence or expertise to adapt their systems as these pressures change. 

Recognising this reality, Aptem developed a range of service packages to complement its software – enabling customers to choose the level of support that best matches their delivery model, pace of change and internal capacity. 

At the highest level sits the Platinum Service Package: a high‑touch, strategic partnership designed to help providers maximise value from Aptem throughout their tenancy. 

This article explores what the Platinum service looks like in practice, how it differs from traditional support models, and the tangible value it delivers for providers focused on quality, growth and continuous improvement. 

The Platinum advantage: A strategic partnership model 

Unlike reactive support models that focus primarily on issue resolution, the Platinum service is built around proactive optimisation.

Customers on Platinum benefit from: 

• A named Customer Success Manager (CSM) 

• Monthly, quarterly and annual service reviews 

• An annual tenant audit led by expert Implementation Consultants 

• Two days of bespoke training each year 

• Unlimited support access 

• Exclusive insight, reporting and development opportunities 

The aim is simple but powerful: to ensure Aptem is not just implemented, but continually aligned to organisational goals, regulatory requirements and best practice. 

Annual tenant audit: Turning insight into action 

At the heart of the Platinum service is the annual tenant audit – a structured, expert‑led review of how a provider is using Aptem across the full learner journey. 

Facilitated by a named CSM and an Implementation Consultant, the audit assesses: 

• Current system configuration 

• Adoption of existing and newly released features 

• Alignment between delivery processes and platform capability 

• Opportunities to improve efficiency, compliance and learner outcomes 

Rather than a generic checklist exercise, the audit is tailored to each organisation’s context and priorities. 

Following the review, customers receive: 

• A clear executive summary 

• Practical recommendations 

• A prioritised action plan 

• Targeted training or consultancy where required 

As Lee Hughes, Head of Apprenticeships at Learning Curve Group, explains: 

“By upgrading to the Platinum service package, we benefit from tailored support and strategic insight to enhance delivery and learner outcomes. The annual tenant audit and bespoke training ensure our teams are regularly upskilled and aligned with system updates and best practice.” 

Enhanced training and support: Building internal capability 

Many Platinum customers identify training needs during tenant audits or service reviews. To address this, the Platinum package includes two full days of bespoke training each year, tailored to organisational priorities. 

This training can be used to: 

• Onboard new staff quickly and consistently 

• Embed recommendations from audits 

• Explore under‑utilised features 

• Prepare for funding audits or inspections 

• Support adoption of new functionality, including AI‑driven tools 

Normally costing £4,000 if purchased separately, this training is a core driver of Platinum value. 

Real‑world impact 

• Triage Central Limited used Platinum training to fully integrate onboarding into Aptem, reducing manual data entry and freeing staff to focus on learner engagement. 

• Pareto uses its annual training allocation to upskill new starters and deepen usage of less familiar features. 

• Barnsley College aligned training delivery with tenant audit recommendations to ensure consistency across teams and improved productivity. 

Unlimited support access further reinforces this capability‑building approach, ensuring teams can confidently use Aptem as needs evolve. 

Regular service reviews: Staying aligned as priorities change 

Platinum customers benefit from a structured cadence of service reviews: 

• Monthly Service Reviews for operational alignment 

• Quarterly Reviews for performance reflection and optimisation 

• Annual Business Reviews for strategic planning 

These reviews allow providers to: 

• Track progress against agreed goals 

• Review product adoption and usage data 

• Identify untapped functionality 

• Stay informed about upcoming features and roadmap developments 

• Flag participation in trials, forums and events 

Importantly, these touchpoints enable the CSM to develop a deep understanding of each organisation’s context – creating continuity and trust. 

As Christian Smith, Director of Apprenticeships at Barnsley College, notes: 

“Our first monthly review meeting was highly positive. Our CSM guided us through our current usage, provided clear insights into what’s working, and recommended areas for improvement. We now have clarity on how to use our Platinum training allocation effectively.” 

Exclusive access, insight and development opportunities 

Platinum customers also gain access to a range of exclusive benefits designed to support continuous improvement and innovation. 

These include: 

Support ticket dashboards 
Providing visibility over ticket volumes, themes and submission patterns – helping organisations identify internal training needs and process improvements. 

System usage reports 
Detailed reporting through Pendo offers insight into: 

• Most‑used features 

• Common user pathways 

• Virtual assistant queries 

• Checkpoint engagement data 

This data supports evidence‑based decision‑making and targeted optimisation. 

aSpire customer conference 
Platinum customers receive a complimentary ticket to Aptem’s in‑person aSpire conference, featuring: 

• Practical training sessions 

• Industry expert insights 

• Product development workshops 

• Peer best‑practice sharing 

Customer forums

Exclusive invitations to in‑person forums give Platinum customers a voice in Aptem’s product development journey and early exposure to emerging innovations. 

Supporting innovation and future readiness 

Platinum customers are often among the first to participate in early adopter programmes – particularly around new technologies such as AI‑driven functionality. 

This ensures organisations: 

• Stay ahead of sector change 

• Adopt new features safely and confidently 

• Influence product direction based on real delivery needs 

As providers face increasing pressure to demonstrate return on investment, learner outcomes and compliance confidence, this forward‑looking support becomes a critical differentiator. 

Is Platinum right for every provider? 

The Platinum service is best suited to organisations that: 

• Deliver complex or large‑scale apprenticeship provision 

• Value data‑driven decision‑making 

• Are undergoing growth, restructuring or regulatory change 

• Foster a culture of continuous improvement 

• Want to demonstrate clear ROI from their technology investment 

For these providers, Platinum is not an added cost – but a mechanism for unlocking the full value of their Aptem investment. 

Conclusion: Value delivered over the long term 

The Aptem Platinum Service Experience reframes what customer support can be. 

By combining expert insight, structured reviews, bespoke training and exclusive access to innovation, Platinum enables providers to move beyond system maintenance toward continuous optimisation. 

In a sector where change is constant and expectations are high, the Platinum service provides the confidence, clarity and partnership needed to deliver high‑quality outcomes – not just today, but throughout the life of an organisation’s Aptem tenancy. 

Launching a Trailblazing Community Safety Apprenticeship: How Resolve ASB Used Aptem to Build a Programme with Purpose 

For more than 25 years, Resolve ASB has operated as a Centre of Excellence in community safety and anti-social behaviour (ASB), supporting local authorities, housing providers, police forces and community-sector organisations across England. Its work is driven by a clear and deeply rooted mission: to prevent harm, reduce anti-social behaviour and make communities safer places to live. 

That mission took on new urgency when Resolve ASB helped lead the development of the UK’s first Community Safety Officer Level 4 apprenticeship standard – a trailblazing programme designed to professionalise and raise standards across the sector. 

But creating a new apprenticeship standard is only the beginning. As a first-time apprenticeship provider, Resolve ASB faced the challenge of launching a complex, regulated programme from scratch – while ensuring quality, compliance and scalability from day one. 

This article explores how Resolve ASB partnered with Aptem to successfully launch its Community Safety apprenticeship, widen participation, and lay the foundations for future growth. 

The context: From CPD excellence to apprenticeship delivery 

Resolve ASB is a membership organisation with a national footprint. Its patron, Dr Baroness Helen Newlove – former Victims’ Commissioner for England and Wales – brings lived experience and public leadership to an organisation rooted in preventing tragedy at community level. 

Training has long been central to Resolve ASB’s work. The organisation delivers CPD-accredited programmes and consultancy services, and five years ago expanded its offer through the acquisition of a BTEC Community Safety provision. 

However, members increasingly expressed frustration at the lack of an accredited apprenticeship route into community safety roles. 

As Jacky Ellison, Head of Learning and Development, explains: 

“Our members were frustrated that they couldn’t offer apprenticeships in Community Safety because there wasn’t an accredited programme. So we supported a trailblazer group to create the first apprenticeship standard in our sector.” 

In 2021, the ASB Community Safety Officer Level 4 standard was approved, alongside Resolve ASB’s application to the Register of Apprenticeship Training Providers (RoATP). Resolve ASB became – and remains – the only provider in the UK able to deliver this standard. 

The challenge: Launching an apprenticeship as a new provider 

Delivering apprenticeships is complex even for experienced providers. For Resolve ASB, the pressure was amplified by the fact that apprenticeships were entirely new to the organisation. 

Key challenges included: 

• Establishing compliant processes from the ground up 

• Designing a two-year learning plan aligned to a brand-new standard 

• Selecting a system that could support a small internal team 

• Delivering flexible, blended learning to a national cohort 

• Ensuring reporting and management information met regulatory expectations 

As Anne Gronan, Project and Partnerships Lead, notes: 

“Delivering an apprenticeship programme – especially a new standard – is challenging for the most experienced providers. When you’re new to apprenticeships and setting everything up for the first time, the pressure is much higher.” 

Resolve ASB knew that technology alone would not be enough. They needed both a robust system and an experienced partner to guide them through implementation and early delivery. 

Why Aptem: Flexibility, compliance and partnership 

When procuring an apprenticeship management system, Resolve ASB undertook in-depth research, supported by an external consultant. Their requirements were clear. 

They needed: 

• An end-to-end system covering onboarding to completion 

• The ability to customise and adapt learning plans as programmes evolved 

• In-built, easy-to-digest reporting for compliance and quality assurance 

• Dashboards suitable for board-level oversight 

• A professional learner experience that reflected the organisation’s brand 

Aptem stood out for its balance of flexibility and structure. Embedded Power BI dashboards focusing on Quality, Ofsted, Compliance and Funding were described as “indispensable” for governance and assurance. 

Equally important was confidence in Aptem’s experience delivering complex public-sector programmes, including policing-related apprenticeships. 

As Jacky explains: 

“In the end we selected the system we felt could support a small team, do a lot of the admin heavy lifting for us through process automation, and deliver an excellent user experience for our learners and their employers.” 

Implementation: Taking time to get it right 

Implementation began in mid-January 2022 and was completed over three months. Resolve ASB deliberately chose not to rush the process. 

With apprenticeships new to the organisation – and staff absences due to Covid still impacting capacity – the team focused on careful preparation and sustainable design. 

Training sessions were recorded to ensure continuity, and close collaboration with Aptem’s Implementation Consultant helped translate requirements into practical system configuration. 

One key recommendation was to build the first three months of the programme into Aptem before launch, giving learners early visibility of what lay ahead. 

This approach aligned perfectly with Resolve ASB’s delivery philosophy. Aptem’s flexibility allowed the team to: 

• Provide clear structure without over-prescribing content 

• Adapt modules as learner needs emerged 

• Accommodate different working patterns, experience levels and availability 

• Deliver a blended model combining online learning with monthly classroom sessions 

Widening participation through flexible delivery 

Resolve ASB’s learner cohorts include professionals working across local authorities, housing associations, police forces and community support organisations. 

The programme is delivered nationally, with learners from Bolton to Bradford enrolled in early cohorts. Most delivery takes place online through Aptem, supported by assignments, assessments, discussion groups and targeted face-to-face teaching. 

The intuitive user interface has been a critical enabler of this model, making it easier to deliver high-quality learning at scale while maintaining flexibility. 

As Jacky notes: 

“Aptem’s user interface is really intuitive and easy to use. This enables us to widen participation and deliver the programme in a flexible way.” 

A standout onboarding experience 

One area where Resolve ASB has seen particular benefit is onboarding. 

Aptem allows the organisation to brand onboarding journeys, control messaging and tailor content – all while meeting strict compliance requirements. 

Access to early data, including learner demographics, geographical spread, prior experience and qualifications, enables Resolve ASB to individualise learner journeys from the outset. 

This early personalisation: 

• Improves learner experience 

• Supports engagement and retention 

• Increases the likelihood of successful completion 

Looking ahead: Apprenticeships and beyond 

Demand for the Community Safety apprenticeship has grown rapidly, even with a deliberately soft-marketing launch focused on quality over volume. 

Resolve ASB selected Aptem with long-term growth firmly in mind. The organisation plans to: 

• Scale apprenticeship delivery to meet national demand 

• Use Aptem to deliver BTEC and CPD programmes 

• Support learners undertaking multiple programmes with a consistent experience 

As Jacky summarises: 

“When we procured Aptem we were looking for a system that could grow with us, supporting high-demand programmes and a small internal team. The expert partnership was really important.” 

Advice for new apprenticeship providers 

Reflecting on their journey, Resolve ASB highlights several key lessons for organisations entering apprenticeships: 

• Do not underestimate the time required to design a two-year learning plan 

• Be clear upfront about who needs to be involved in implementation and training 

• Invest in experienced apprenticeship expertise early 

• Prioritise reporting and compliance visibility from day one 

Having access to real-time dashboards and structured management information has helped Resolve ASB maintain quality assurance while focusing on learner impact. 

Conclusion: Technology in service of social impact 

For Resolve ASB, Aptem has enabled more than compliant apprenticeship delivery. It has provided the infrastructure needed to translate a powerful social mission into a sustainable, scalable training programme. 

By combining flexible learning design, strong governance and an expert implementation partnership, Resolve ASB has successfully launched a first-of-its-kind apprenticeship that is already widening participation and strengthening community safety practice across the UK. 

Shaping the Future of Apprenticeship Support: Inside the Aptem Enhance Virtual Assistant Beta Trial

Across the apprenticeship sector, providers face a shared and persistent challenge: balancing high-quality learner support with increasing workloads for tutors and skills coaches. As apprenticeship standards become more complex and learner numbers grow, tutors are spending significant amounts of time answering routine, repetitive questions – often outside scheduled learner meetings. 

For learners, this can result in delays, fragmented understanding, and reduced momentum. For tutors, it creates administrative drag that limits the time available for higher‑value coaching and personalised support. 

Through extensive conversations with customers, Aptem identified a clear opportunity: learners needed faster, easier access to accurate information relating to their apprenticeship standards, while tutors needed a way to reduce repetitive queries without compromising quality or compliance. 

The result was the Aptem Enhance Virtual Assistant – an AI‑powered feature embedded directly within the Aptem Apprentice platform. To ensure the tool was accurate, usable, and genuinely valuable in real‑world settings, Aptem launched a structured beta trial in July 2024. 

This article explores the goals, findings and outcomes of that beta trial, and how customer feedback directly shaped the future of AI‑driven learner support within Aptem. 

The problem: repetition, delays and disengagement 

Before the beta trial, Aptem conducted research with tutors across its customer base. The findings were striking: 

• Over 80% of tutors reported spending between one hour and one full working day each week answering repetitive learner questions related to apprenticeship standards 

• Learners often waited for responses, impacting engagement and confidence 

• Tutors felt their expertise was being diluted by routine queries that could be handled more efficiently 

These challenges were not limited to any one provider or sector. They reflected a systemic issue in apprenticeship delivery – one that demanded a scalable, learner‑centred solution. 

When asked how valuable a virtual assistant for learners would be, 88% of tutors said they believed it would be valuable or very valuable. 

Introducing Aptem Enhance Virtual Assistant 

The Aptem Enhance Virtual Assistant was designed as part of Aptem Enhance, a suite of AI‑driven features focused on improving learner engagement, tutor efficiency and programme outcomes. 

Rather than acting as a generic chatbot, the virtual assistant is: 

• Embedded directly within Aptem Apprentice 

• Context‑aware and aligned to the learner’s specific apprenticeship standard 

• Designed to surface accurate, AI‑generated responses to frequently asked questions 

• Fully auditable, with oversight for providers 

Learners can use the assistant to: 

• Clarify Knowledge, Skills and Behaviours (KSBs) 

• Reinforce understanding of key concepts 

• Check how and when to log Off‑the‑Job training hours 

• Ask questions at the moment they arise – not days later 

For tutors and providers, the goal was clear: reduce administrative burden while empowering learners to take greater ownership of their learning.

The beta trial: Testing in real delivery environments 

Aptem launched the beta trial of the virtual assistant in July 2024, providing early access to a select group of customers: 

• BMS Progress 

• Hawk Training 

• Pareto 

The scale of the trial was significant: 

• 1,790 learners participated 

• 99 apprenticeship programmes were included 

Participants worked closely with the Aptem product team, providing structured feedback to help validate accuracy, usability and impact before general release. 

While each provider had its own objectives, five shared goals emerged: 

1. Save time and increase efficiency 
2. Reduce tutor and skills coach workload 
3. Increase learner engagement 
4. Improve compliance 
5. Support quality assurance processes 

Findings from the trial: Benefits for learners 

Empowering self‑service learning 
Learners consistently reported that the virtual assistant helped them check their understanding independently, without needing to contact their tutor for basic queries. 

At Hawk Training, most learners returned to use the assistant again within a week of first use – a strong indicator of perceived value and usability. 

Fast, accurate responses 
Pareto highlighted the importance of speed. Responses were typically delivered in under five seconds, helping learners maintain momentum and make informed decisions about how to progress their learning. 

This immediacy reduced frustration and supported more continuous engagement. 

Support beyond working hours 
For learners working shifts or studying outside traditional office hours, the assistant proved particularly valuable. It provided access to guidance when tutors were unavailable – removing delays that could otherwise stall progress. 

One learner described the experience as “having a personal skills coach available 24/7.” 

Building confidence with AI 
Providers also noted an unexpected benefit: learners gained confidence using AI in a professional, structured environment – an increasingly relevant workplace skill. 

Findings from the trial: Benefits for tutors and providers 

Efficiency gains and workload reduction 
BMS Progress used the trial to target a specific pain point: frequent five‑minute phone calls covering the same types of questions. 

The virtual assistant successfully absorbed many of these routine interactions, allowing coaches to focus on higher‑value tasks. Over time, this is expected to result in a measurable reduction in tutor workload. 

Improved quality of support 
At Pareto, reducing basic back‑and‑forth communication meant tutors could dedicate more time to complex learner needs. The result was a higher quality of personalised support – not less human interaction, but better use of it. 

Audit trails and academic integrity 
A critical differentiator was oversight. Providers could view transcripts of learner interactions with the assistant, creating an audit trail that: 

• Reduced the risk of plagiarism 

• Ensured appropriate use of AI 

• Offered transparency that external tools like Google or ChatGPT cannot provide 

This reassured providers that AI could be adopted responsibly within regulated apprenticeship environments. 

Increased engagement and platform adoption 

For Hawk Training, the assistant formed part of a broader strategy to drive engagement as learners migrated to Aptem Apprentice. Learners reported feeling more confident using the platform, increasing overall adoption and familiarity. 

What learners actually asked: Virtual assistant in practice 

During the trial, learners engaged in 3,197 conversations with the virtual assistant. Analysis of usage revealed four main categories of questions: 

• Key concepts: explanations of theories, legislation and professional practices 

• Clarification and guidance: help with portfolio or interview preparation 

• Off‑the‑Job training: how, when and what to log 

• Topic research: deeper exploration of subject‑specific questions 

Examples included: 

• “What is a goal statement?” 

• “Does this activity count towards Off‑the‑Job hours?” 

• “Can you explain attachment theory?” 

• “What is the Sale of Goods Act 1979?” 

This demonstrated that learners were using the assistant not just for quick answers, but as a meaningful learning support tool. 

Tutor and learner feedback 
Feedback from across the trial was overwhelmingly positive.

Transforming Apprenticeship Management at Scale: How the University of Portsmouth Reimagined Oversight with Aptem

When the University of Portsmouth launched its apprenticeship provision in 2017, the ambition was clear but the scale was modest. Six apprentices in a single faculty marked the starting point of a journey that would, over the next five years, expand rapidly across the institution. By 2022, apprenticeship delivery had grown to more than 800 learners across all five faculties, supported by a relatively small central team and a wide network of work-based tutors. 

This growth brought success – but also strain. Systems originally designed for traditional higher education struggled to keep pace with the distinct regulatory, operational and reporting demands of apprenticeships. Processes multiplied, spreadsheets proliferated, and answering even basic questions about learner status or compliance became time-consuming and error-prone. 

The University of Portsmouth recognised that to sustain quality, remain compliant, and continue to grow, it needed a purpose-built apprenticeship management platform. The introduction of Aptem marked a turning point – not simply as a technology change, but as a catalyst for rethinking and redesigning apprenticeship delivery from end to end. 

This article explores how Aptem enabled the University of Portsmouth to regain control, improve confidence in compliance, and deliver a more coherent experience for apprentices, tutors and employers alike. 

The challenge: Managing apprenticeships without a dedicated system 

Prior to adopting Aptem, apprenticeship management at the University of Portsmouth relied on a patchwork of systems and manual processes. While these tools worked reasonably well for traditional students, they were not designed to handle the nuances of apprenticeship delivery. 

Key challenges included: 

Fragmented data and manual reporting 

Core data, including the Individual Learner Record (ILR), was extracted from SITS through a laborious process that involved days of back-and-forth emails to resolve errors. Forecasting Qualification Achievement Rates (QAR) was entirely manual, making it both time-consuming and unreliable. 

Tracking Off-the-Job (OTJ) training hours – a critical compliance requirement – was handled through Moodle, which lacked the structure and validation needed for apprenticeships. Signed reviews, evidence and audit trails were scattered across spreadsheets, shared drives and email inboxes. 

As Claire Middleton, Degree Apprenticeships Manager, explains: 

“We had ended up with multiple systems and countless spreadsheets. It was a nightmare to manage. With the complex requirements of apprenticeships, we’d added layer upon layer of bureaucracy – and it could take days to answer a simple question like how many live learners we had.” 

Limited visibility and delayed insight 

Because data lived in so many places, the team struggled to answer key operational and compliance questions in real time: 

• When was an apprentice’s last review? 

• What issues were raised, and who signed them off? 

• Which learners were approaching their planned end dates? 

Often, answers could only be compiled after official data publications, limiting the University’s ability to act proactively. 

Pressure on staff and tutors 

Work-based tutors felt the impact too. Tracking learner progress, identifying gaps in Knowledge, Skills and Behaviours (KSBs), and preparing evidence for employers or inspections required significant manual effort. Faculty staff also found it difficult to manage changes of circumstance, such as breaks in learning or changes of employer, within existing systems. 

The cumulative effect was growing operational risk at a time when apprenticeship numbers – and scrutiny – were increasing. 

Selecting Aptem: A purpose-built solution for higher education apprenticeships 

Recognising the need for change, the University of Portsmouth undertook a formal and detailed market review. Clear criteria were established, and each platform was rigorously assessed against the realities of delivering degree apprenticeships within a higher education context. 

What set Aptem apart was not just functionality, but fit. 

During the evaluation process, the Aptem team worked through the University’s requirements in detail, demonstrating a deep understanding of both apprenticeships and the HE sector. This sector-specific expertise proved decisive. 

The University team also spoke with other higher education institutions already using Aptem, including Middlesex University. The overwhelmingly positive feedback from peers gave further confidence that Aptem was a proven and reliable choice. 

As Claire Middleton recalls, Aptem was selected “with flying colours”. 

Implementation: A collaborative and carefully paced transition 

Implementation began in June 2022 and was deliberately approached as a partnership rather than a simple system rollout. 

Key milestones included: 

• June 2022: Implementation commenced 

• September 2022: Learner onboarding began within Aptem 

• October 2022: Full ILR import completed 

Rather than rushing, the University worked closely with its Aptem Implementation Consultant to review and redesign processes that had evolved organically over several years. 

Matthew Cullis, Customer Service Level 3 Apprentice at Marston’s, and Alice Probert, Hospitality Supervisor Level 3 Apprentice at Marston’s explain how the combination of a supportive coach and supportive technology – Aptem, enabled them to achieve.  

Starting from the learner’s reality 

The learner experience highlighted in the case study reflects a common challenge: balancing learning with work, personal responsibilities, and existing commitments. For many learners, returning to structured learning can feel daunting, particularly if previous experiences of education were not positive. 

Aptem addresses this by providing a learning environment that is accessible, supportive, and built around individual needs. From the outset, learners are able to engage with content in a way that fits around their lives, rather than having to adapt their lives around learning. 

Matthew spoke to the logical nature of how everything was broken down module by module into bite-sized chunks and was easy to digest and follow. Off-the-job-training hours were very simple to log with reasons and notes. 

As the skills landscape continues to evolve, tutors play an increasingly important role in helping learners navigate change, build confidence, and sustain progress over time.

Hadyn Jeffery, Learning Coach in Hospitality at Lifetime Training, shares his experience as a coach using Aptem.   

The changing role of the tutor 

Tutors today are expected to do far more than deliver content. They support learners with diverse backgrounds, varying levels of confidence, and competing personal and professional commitments. At the same time, they are required to evidence progress, maintain quality, and adapt provision to changing employer and learner needs. 

The case study demonstrates how Aptem supports tutors in this expanded role by providing a single, integrated platform that brings together learning delivery, assessment, progress tracking, and communication. 

Haydn describes Aptem’s role as being really key to the learner’s experience of their apprenticeship. The ability to log in at any point, complete what needs completing, and continue progressing is key.  

Enabling personalised learning journeys 

A key benefit highlighted is the ability to tailor learning to individual needs. Aptem enables tutors to use diagnostics, assessments, and modular content to build learning journeys that reflect each learner’s starting point and goals. This flexibility allows tutors to adjust pace and focus, ensuring learners are neither overwhelmed nor under-challenged. 

If the learner needs extra resources to stretch them to a higher outcome, Aptem supports this. Or if the employer wants bespoke materials added, Aptem is flexible enough to enable this.  

For tutors, this means they can spend less time navigating systems and more time supporting learners in a way that feels meaningful and relevant. 

Improving visibility and learner engagement 

There is a lot of data surrounding effective delivery of apprenticeships. “Aptem is brilliant at giving us the data that we need to progress our learners” said Haydn.  

The platform gives tutors clear visibility of learner activity and progress. Dashboards and status indicators make it easier to identify learners who may need additional support, intervene early, and celebrate progress where things are going well. 

This visibility also supports more productive reviews and one-to-one conversations. Rather than relying on sporadic updates, tutors can base discussions on real-time evidence, helping learners understand their progress and next steps. 

Aptem also supports the need to document and evidence learner support. 

Supporting flexible and remote delivery 

The case study also reflects the growing importance of flexible delivery. Aptem enables tutors to manage learning remotely, supporting online sessions, independent learning, and blended approaches. This flexibility is particularly valuable for learners balancing work, family, and training. 

For tutors, it removes many logistical barriers and allows them to maintain consistent contact and support, regardless of location. 

Reducing administrative burden 

Another recurring theme is efficiency. By bringing learning delivery, evidence capture, and tracking into a single system, Aptem reduces duplication and manual processes. Tutors are able to record interactions, monitor outcomes, and manage reviews more efficiently, freeing up time to focus on learner support rather than administration. 

This streamlined approach also helps maintain consistency and quality across delivery. 

However there is still more scope for technology here. Haydn referenced at least a day each week being taken up by apprenticeship admin tasks, reinforcing the need for the recently developed Aptem Enhance features that remove the burden of this administration and give back teaching time to coaches.   

A platform that works for tutors and learners 

The case study shows that Aptem is not just a learner-facing solution, but a powerful tool for tutors. By combining flexibility, visibility, and efficiency, it supports tutors to deliver high-quality learning experiences that adapt to individual needs and changing demands. 

In an environment where tutors are under increasing pressure, having technology that genuinely supports delivery can make a meaningful difference—to tutors, learners, and outcomes alike. 

As employers across the UK and beyond face accelerating skills shortages, rising workforce churn, and increasing pressure to demonstrate return on investment from training, the focus is shifting from short-term interventions to long-term, sustainable skills development. 

In this video Paul Fellows, Learning and Development Partner for Apprenticeships at Marston’s, a Lifetime employer customer, describes the impact Aptem has had on his team and his learners. 

The video explores a number of themes  

The importance of data and a system: 

Marston’s makes a lot of data led decisions, and for apprenticeships, what’s happening in the landscape is crucial to the learning and development team. Having a system that gives this overview is critical to the team. Paul uses the Aptem dashboards daily to understand how all apprentices using Aptem are performing, then drills deeper to see where there are potential areas of success and concern.  

Scaling apprenticeship delivery: How Steve Willis Training Centres transformed growth, quality and experience with Aptem

Founded in 2000, Steve Willis Training Centres specialises in gas, plumbing and electrical training. The organisation began delivering apprenticeships as a subcontractor in 2004, before joining the Register of Apprenticeship Training Providers (RoATP) as a main provider in 2017. That shift marked the beginning of a period of significant growth – and the point at which existing systems began to show their limits  

Rapid growth brings new challenges 

Since becoming a main provider in 2017, Steve Willis Training has expanded substantially. Directly funded learner numbers grew from around 50 to nearly 500 by 2022, representing almost a tenfold increase in five years.  

At the same time, the organisation achieved a strong quality benchmark, receiving a “Good” Ofsted rating with Outstanding areas, including behaviours and attitudes.  

However, this success came at a cost. The organisation was relying on a combination of manual processes, spreadsheets, internal drives and paper-based portfolios to manage apprenticeship delivery. What had once been workable became increasingly “vast and cumbersome” as learner numbers scaled, according to David King, consultant and Aptem Project Lead for Steve Willis Training.  

Paper portfolios needed printing, filing and storing. Learner tracking relied on disconnected systems. Tutors and administrators were spending significant time managing documents rather than supporting learners. As growth continued, it became clear that the model was neither efficient nor scalable. 

A fragmented onboarding experience 

One of the most pressing challenges was onboarding. Prior to implementing a delivery system, onboarding and ILR processes were largely managed via email, creating a poor experience for learners at a critical point in their journey. The admin team spent large amounts of time chasing learners, collating information and managing paperwork – often during the stage when learner attrition is highest.  

Employers also felt disengaged. An internal employer survey revealed that many did not have easy access to information about apprentice progress, limiting their ability to support learners effectively.  

Meanwhile, tracking learner progress across tutor, management and senior leadership levels required a monthly cycle of manual analysis, which was both time-consuming and reactive. 

Overcoming cultural resistance to change 

Despite recognising these challenges, there was initial inertia around adopting new technology. As David King explained, many staff were engineers by background and naturally comfortable with paper-based processes. Introducing a new system into such an environment required a careful, people-led approach to change management.  

Rather than focusing solely on technology, the organisation framed the change around organisational benefits – reducing admin burden, improving learner experience and enabling future growth. This emphasis on people, rather than systems alone, became a defining feature of the project. 

Defining clear objectives and KPIs 

Before selecting a system, Steve Willis Training undertook a full market review, grading potential platforms against organisational objectives using Bronze, Silver and Gold criteria. The requirement was clear: an end-to-end apprenticeship delivery system capable of managing the entire learner journey from enrolment to EPA, with flexibility to adapt programmes over time.  

The organisation also defined measurable KPIs for the first 12 months, including: 

• Reduced costs associated with paper-based processes 

• Reduced admin time spent onboarding and chasing learners 

• Reduced attrition at onboarding 

• Increased employer engagement 

• Improved learner retention through early identification of risk 

• Evidence of continuous programme optimisation  

This structured approach ensured the system selection was grounded in long-term strategy, not short-term convenience. 

Why Aptem was chosen 

Following system demonstrations, Aptem was shortlisted and selected at the end of 2021. While not the cheapest option, Aptem was chosen for its flexibility, customisability and ability to grow with the organisation. As David King noted, an “out of the box” solution would not have met their ambitions, whereas Aptem aligned closely with their KPIs and future direction.  

A phased and methodical implementation 

Implementation began in January 2022, using a carefully phased migration strategy. Learners in Year 3 remained on the existing system, while those entering Year 1 and Year 2 were migrated onto Aptem. The full migration was planned over 18 months, reducing risk and disruption.  

By May 2022, new learners were onboarding through Aptem and ready to start their programmes. A critical success factor was the involvement of the Admin Team Leader, who immersed herself in the system and took ownership of how onboarding should work in practice. Working closely with Aptem’s Implementation Consultant, the team customised onboarding steps to match real operational needs. 

Redesigning onboarding for engagement 

Previously reliant on phone calls and face-to-face meetings, onboarding was redesigned into a three-stage digital process: 

1. Eligibility review 
2. Interview conducted through Aptem 
3. Full application  

Even in the early stages of adoption, this approach led to higher learner and employer engagement, with positive feedback and reduced chasing by the admin team. Crucially, staff were freed up to focus on activities that directly reduced attrition and improved experience.  

Embedding change across the organisation 

Change management was treated as an ongoing process rather than a one-off event. Regular internal sessions focused on why changes were being made, what had been achieved, and what was coming next. Nearly everyone across the organisation attended at least one session, supporting engagement and confidence in using the system. 

A “train the trainer” approach ensured internal capability, with Aptem’s Implementation Consultant supporting the project team throughout. According to Aptem’s consultant, the implementation was smooth due to the organisation’s methodical planning, strong leadership support and early scoping of requirements. 

Real-time visibility and data-driven delivery 

Beyond onboarding, Aptem transformed how learner progress was tracked and shared. Where paper files and individual tutor records once dominated, all learning plans and progress data are now held centrally and accessible to those who need it – including employers.  

The introduction of embedded Power BI dashboards provides real-time insight into learner status, enabling earlier intervention and more informed decision-making at every level of the organisation. 

Tangible value beyond implementation 

While still on a journey, Steve Willis Training is already seeing financial and efficiency gains, alongside strong internal positivity about the system. The organisation views Aptem not as a static tool, but as a platform that can continue to evolve alongside programmes and market needs.  

Lessons for other apprenticeship providers 

The case study concludes with practical advice for organisations considering an apprenticeship delivery system: 

• Define short- and long-term objectives upfront 

• Be clear about programme design and delivery models 

• Ensure teams use consistent language 

• Invest in internal ownership and stakeholder involvement 

• Empower teams by demonstrating how the system supports their roles  

A foundation for sustainable growth 

The experience of Steve Willis Training Centres shows that scaling apprenticeship delivery is not simply about handling higher volumes. It requires systems that support quality, visibility and engagement, alongside a thoughtful approach to change. 

By implementing Aptem, the organisation has laid a digital foundation that supports growth, improves learner and employer experience, and enables data-driven decision-making – ensuring apprenticeships remain both scalable and sustainable in a rapidly changing skills landscape.