matt sessa, joyce demoss, and kevin suyo | dec. 2015 u.s. department of education 2015 fsa training...
TRANSCRIPT
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Matt Sessa, Joyce DeMoss, and Kevin Suyo | Dec. 2015
U.S. Department of Education
2015 FSA Training Conference for Financial Aid Professionals
Federal Student Aid Complaint System
Session 45
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Background• Fulfills the Administration Mandate in the Student Aid Bill of Rights to
“create a responsive student feedback system” (2/2015)
• The Enterprise Complaint System will:• Improve the customer experience for filing feedback• Simplify processes to respond to complaints• Improve analytical and reporting capabilities
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Who Can Submit?• Federal Aid Customers
• “An applicant, student, student aid recipient, parent/guardian, third-party representative or endorser of a student’s federal financial aid.”
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What Can Be Submitted?• Complaints
• A customer’s dissatisfaction with the federal financial aid experience associated with a Title IV policy, process, service (e.g., system, event, quality of education) or entity where an explanation or resolution is expected.
• Compliments
• Allegations of Suspicious Activity
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Relationship to Other Contact Centers
• Are you trying to answer a question?• Federal Student Aid Information Center (FSAIC: 1-800-4-FED-AID)• “I don’t understand how to create an FSAID.”• “I don’t know whether I am a dependent or independent student.”
• Are you trying to complain about your Title IV experience?• Enterprise Complaint System• “Your website is terrible.”• “Your collection agency is harassing me.”
• Are you resolving a dispute?• FSA Ombudsman• “I don’t agree with your TPD assessment.”• “My servicer tells me I still owe money, but that’s not true.”
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Information We Collect• User information• Contact information (e-mail, phone, address)• Complainant information (if different from submitter)• Military status• Complaint category (sequential drop-downs)• Complaint description (free-form text box)• Desired resolution (free-form text box)
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Student Aid Life Cycle• Applying for Aid – FAFSA
• Receiving Aid
• Repaying Aid
• Borrowers in Default
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Phases• Phase I – Spring 2016
• Online Customer Portal Available for All Life Cycle Phases• Ability to Submit, Track and Manage Complaints, Compliments, Suspicious
Activity• FSA and Servicer Responses
• Phase II – July 1st, 2016• Phone Capability Available• Chat Capability Available• Data Connections to External Systems (e.g., for data analytics)
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Portal: Providing Feedback
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Portal: Providing Feedback
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Access on StudentAid.gov
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Portal: Providing Feedback
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FSAID Log-in (optional)
Access on StudentAid.gov
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Portal: Providing Feedback
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FSAID Log-in (optional)
Access on StudentAid.gov
English/Spanish Capable
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Portal: Contact Info
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Portal: Contact Info
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Knowledge-base: quick linksto common questions
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Portal: Contact Info
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Third-party capable
Knowledge-base: quick linksto common questions
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Portal: Contact Info
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Third-party capable
Military info requested(Optional)
Knowledge-base: quick linksto common questions
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Features: Categorization
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Features: Categorization
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Interactive Progress Bar
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Features: Categorization
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Interactive Progress Bar
Simple Categorization
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Features: Complaint Info
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Features: Complaint Info
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School DataSelected fromPEPS
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Features: Complaint Info
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School DataSelected fromPEPS Customer can
describe desired resolution
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Features: Case Management
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Features: Case Management
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Filterable Data
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Features: Case Management
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Filterable DataSortable Tables
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Features: Case Management
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Features: Case Management
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Status Easily Identified
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Features: Case Management
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Status Easily Identified
Can Provide Updates or Supporting Documentation
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QUESTIONS?
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