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.