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Session 50. Federal Student Aid Feedback System. Matt Sessa, Nicholas Owen, and Joyce DeMoss | 2016 U.S. Department of Education 2016 FSA Training Conference for Financial Aid Professionals. Agenda. Background Portal Features Our Findings Looking Ahead. Background. Background.
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Session 50 Federal Student Aid Feedback System Matt Sessa, Nicholas Owen, and Joyce DeMoss | 2016 U.S. Department of Education 2016 FSA Training Conference for Financial Aid Professionals
Agenda Background Portal Features Our Findings Looking Ahead
Background • Fulfills the Administration mandate in the Student Aid Bill of Rights to “create a responsive student feedback system” (February 2015) • The feedback system • makes it easy for customers to provide feedback, • gives customers clear, timely, and accurate responses that address concerns, • informs FSA’s leadership about potential customer service issues and identifies opportunities for improvement, and • improves reporting and analytical capabilities.
Background • Phase One/Field Test • Initiated April 2016 • Made adjustments based on stakeholder feedback • Development • Began October 2015 • Conducted visual design and usability testing • Integrated with StudentAid.gov • Implemented partner portal features • Enhanced customer self-service using common Q&As
Background • Phase Two • Fully launched July 2016 • Introduced live agent chat, phone intake, and additional console enhancements for users • Continued to refine knowledgebase self-service articles • Ability for borrowers to provide resolution feedback about their experience • Began process to integrate with data warehouse
Who Can Submit Feedback • Federal Aid Customers “A student, parent, borrower, third-party representative, or endorser of a student’s federal financial aid can submit feedback about their own experience or on behalf of someone else.”
Types of Feedback • 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. • Allegations of Suspicious Activity Information reported about an entity or individual that a customer thinks has violated federal laws related to federal student aid. • Positive Feedback
How to Submit Feedback • Online portal and with a live agent by telephone • Three Submission Types • With an FSA ID • Without an FSA ID (but user provides contact information) • Anonymous
Coordination with Other Agencies • Effective November 2016, all complaints received in the Federal Student Aid Feedback System are transmitted to the Federal Trade Commission (FTC) Consumer Sentinel database. • This significantly reduces the need for complainants to contact multiple agencies to have their complaint heard. • Federal Student Aid, Consumer Financial Protection Bureau (CFPB), the department of Defense (DoD) and Veterans Affairs (VA) all contribute and can transmit to the FTC Consumer Sentinel database.
Portal: Providing Feedback Access on StudentAid.gov/feedback
Portal: Providing Feedback Available in English and Spanish. Access on StudentAid.gov/feedback
Portal: Providing Feedback Available in English and Spanish. Access on StudentAid.gov/feedback New user design feature: What to Expect
Portal: Providing Feedback Optional FSA ID log in
Portal: Contact Information Quick links to common questions
Portal: Contact Information Quick links to common questions A third party can submit
Portal: Contact Information Quick links to common questions A third party can submit Military information requested (optional)
Features: Categorization Interactive progress bar
Features: Complaint Information Interactive progress bar Easy to categorize the complaint
Feedback Cases by Type 4,811 • Data as of Sept. 30, 2016
Complaints by Life Cycle Phase • Data as of Sept. 30, 2016
Complaints by Category • Data as of Sept. 30, 2016
Looking Ahead • Allow feedback about StudentAid.gov/feedback and the FSA complaints contact center • Add Servicemembers Civil Relief Act (SCRA) as a separate sub-category • Publish a preliminary data report • Publish the annual data report