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Outsourcing the Financial Aid Verification and C-Code Process

Outsourcing the Financial Aid Verification and C-Code Process. Agenda. Who we are What we did Why we did it Process Flow Results Questions. Who we are. What we did. What we did. Redesign FA Document Process Re-design student document submission process to make it more intuitive.

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Outsourcing the Financial Aid Verification and C-Code Process

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  1. Outsourcing the Financial Aid Verification and C-Code Process

  2. Agenda • Who we are • What we did • Why we did it • Process Flow • Results • Questions

  3. Who we are

  4. What we did

  5. What we did • Redesign FA Document Process • Re-design student document submission process to make it more intuitive. • Create paperless verification worksheet and c-code document submission process, driven by student. • Better for student • Better for College staff • Better for cycle times, errors, and student accountability • Student can submit documents online • Upload • Camera phone • Fax barcode

  6. What we did • Shared Service Center for File Review • Federal Title IV is a standardized process • Ensure consistency of processing across campus = Ensure compliance • Ensure consistent student experience • Leverage economies of scale • Reduce need for hiring, staffing, retaining and training at each College • Leverage centralized people, process and technology • Colleges retain control of special cases, escalations, etc. • Outsourced process to Global FAS

  7. Why we did it

  8. Why we did it DCCCD Collin College Application Growth 18,047 total FA applications received for 2009-10 85% increase over 2007-08 Pell Awards $17 million in Federal Pell awards paid for 2009-10 127% increase over 2008-09 Staff Staffing resources are not growing at a fast enough rate to manage application growth • Application Growth • 58,503 total FA applications received for 2009-10 • 92% increase over 2007-08 • Pell Awards • $69 million in Federal Pell awards paid for 2009-10 • 84% increase over 2008-09 • Staff • Staffing resources are not growing at a fast enough rate to manage application growth

  9. Why we did it • Regulatory Changes/Economic Factors • Percentage of applications selected for verification is increasing faster than total volume increase (approximately 55%, up from about 45% average for several years) • Increasing complexity of Pell regulations has decreased the ability to program automation • Increasing diversity between state and federal general eligibility criteria • Student Experience • 6-8 week file review backlog becoming norm - creating problems for tuition loss, student service and negative impact to College staff • Not intuitive process for students • File review paperwork is dropped off, sits in piles and has to be imaged, then manipulated and re-printed in another system • eConnect/MIL letter disconnect with File Review • MIL letters only every 30 days

  10. Process Flow

  11. Centralized File Review Student File placed back into Award process

  12. Student Log In

  13. Student Home Page

  14. Verification Worksheet

  15. Global Admin

  16. Results

  17. Results • Student Experience • Paperless • Online • First student verified on day 1 • Awards • 10,000 more students awarded in Dallas • Speed • Files reviewed in under 5 days

  18. Dallas Community College District • Global Partnership • Backlog of students • Training • Central vs. College specific • Call Center • Client Service Support

  19. Collin College • Global Partnership • IT bandwidth (SFTP, import, export) • Resources • Phone bank • Selecting ISIRs • Training • Current on Files • Client Service Support

  20. Thank you Justin Allen • Global Financial Aid Services • Account Executive • JAllen@GlobalFAS.com • 228-243-1086 Please, stop by our booth to discuss lessons learned, best practices, and how to determine if this makes sense for your institution.

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