THE Tertiary Scholarship and Loans Services (TSLS) has launched three new features to their services designed to enhance student experience.
They are the Online Application System, Bond & Travel Clearance system and a 24-hour AI-powered Chatbot and they represent significant steps in TSLS’s digital transformation and commitment to improving service delivery.
“TSLS is for the student. No student, no TSLS,” TSLS chief executive officer Dr Hasmukh Lal said in his speech during the launch of the three new features in Suva yesterday.
The event was officiated by Deputy Prime Minister and Minister of Finance Professor Biman Prasad and Minister for Education Aseri Radrodro.
Dr Lal acknowledged Government’s support through increased capital expenditure funding that he said made it possible for TSLS to enhance its ICT infrastructure and develop solutions that aimed to modernise the scholarship process for students across the country.
“At the heart of these innovations is a vision to better serve the needs of Generation Z and prepare for the next generation of students, Generation Alpha, who will soon be entering the workforce,” Dr Lal said.
Online application system: Simplifying access to scholarships
Dr Lal said among the standout developments at TSLS was the launch of the newly streamlined “Online Application System”.
He said traditionally, students had to navigate multiple manual processes to apply for scholarships, which often proved to be time-consuming.
“The new system now allows students to apply for scholarships online, significantly reducing administrative burdens.
“This digital solution is designed with the user experience in mind, offering a simplified interface that students can easily navigate.
“They can complete their applications from anywhere, at any time, without the need to visit the TSLS office,” Dr Lal said.
He said the digital-first approach reduced the physical burden on students made the application process faster, more transparent and more accessible for a wider range of students, including those in remote or rural areas.
Bond and travel clearance: A one-stop solution for students
Another major milestone for TSLS was the overhaul of the “Bond & Travel Clearance” process, which had been turnedinto a one-stop service for students.
Dr Lal said students previously had to go through multiple agencies, including TSLS, Fiji Revenue and Customs Services (FRCS) and others, to obtain the necessary clearances, a process that wasoften inconvenient, inefficient, and prone to delays.
“With the new system in place, students can now obtain both bond and travel clearance directly through TSLS, making the process much more efficient.
“This collaborative effort led to a platform that cuts processing times down from five to seven days to as little as one to three days.
“In clear-cut cases, students can even receive clearance within a single day.
This initiative eliminates the back-and-forth and bureaucratic hurdles that once frustrated students,” Dr Lal said.
The TSLS portal also allows border control and immigration staff at Nadi and Nausori international airports to access real-time clearance data, ensuring that there are no delays or confusion when students are traveling abroad.
Dr Lal said the entire process was now paperless, providing a more convenient and transparent system for students and officials alike.
24-hour AI chatbot: round-the-clock support for students
The new 24-hour AI chatbot was developed entirely in-house with the help of University of the South Pacific (USP) software engineering students.
“Understanding that student life is not bound by the typical 9-to-5 work day, TSLS introduced the chatbot to assist students whenever they need help,” Dr Lal said.
“Whether it’s 2am or midday, the chatbot provides immediate, on-demand responses to a wide range of student inquiries.”
He said the chatbot can help students with a variety of tasks, including providing forms for travel and course changes, answering questions about scholarship eligibility, and guiding them through the process of applying for different services.
“This round-the-clock support ensures that students are never left without assistance, regardless of the time zone or their study schedule.”
The chatbot is designed to emulate human intelligence, responding to common student queries with accuracy.
However, in cases where the AI cannot fully address a query, the system will escalate the issue to human staff during business hours, ensuring that students always receive the most accurate and helpful guidance.
“This combination of artificial and human intelligence is key to TSLS’s strategy of balancing digital efficiency with personalised support,” Dr Lal said.
A vision for the future
The introduction of these three digital solutions marked a transformative shift for TSLS.
Under Dr Lal’s leadership and with the support of government funding, these initiatives are part of a broader strategy to modernise the scholarship process, improve service delivery, and prepare for the future needs of the student population.
Dr Lal said TSLS plans to further expand its digital capabilities and to continue to innovate and adapt to the needs of a growing and increasingly digital-savvy student body.
The government’s increased funding support had made it possible to implement these technological advancements, and this support will continue to drive TSLS’s ongoing efforts to create a more efficient, transparent and student-centric service, Dr Lal said.
“In addition to improving existing services, TSLS is also focusing on ensuring that scholarships are distributed equitably, particularly for students from remote and rural areas,” he said.
The organisation aims to better align its scholarship offerings with the needs of the Fijian workforce.
NOTE: This article was first published in the print edition of the Fiji Times dated January 10, 2025.
