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Federal Student Aid Feedback System: Enhancing Customer Experience

Learn about the Federal Student Aid Feedback System, designed to gather and address feedback from federal aid customers to improve service quality. This system allows for complaints, reporting of suspicious activity, and positive feedback and integrates with other agencies for streamlined resolution.

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Federal Student Aid Feedback System: Enhancing Customer Experience

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  1. 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

  2. Agenda Background Portal Features Our Findings Looking Ahead

  3. Background

  4. 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.

  5. 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

  6. 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

  7. 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.”

  8. 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

  9. 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

  10. 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.

  11. Portal

  12. Portal: Providing Feedback

  13. Portal: Providing Feedback Access on StudentAid.gov/feedback

  14. Portal: Providing Feedback Available in English and Spanish. Access on StudentAid.gov/feedback

  15. Portal: Providing Feedback Available in English and Spanish. Access on StudentAid.gov/feedback New user design feature: What to Expect

  16. Portal: Providing Feedback Optional FSA ID log in

  17. Portal: Contact Information

  18. Portal: Contact Information Quick links to common questions

  19. Portal: Contact Information Quick links to common questions A third party can submit

  20. Portal: Contact Information Quick links to common questions A third party can submit Military information requested (optional)

  21. Features

  22. Features: Categorization

  23. Features: Categorization Interactive progress bar

  24. Features: Complaint Information Interactive progress bar Easy to categorize the complaint

  25. Features: Suspicious Activity

  26. Features: Positive Feedback

  27. Features: Review and Submit

  28. Features: Confirmation (with FSA ID)

  29. Features: Confirmation (with FSA ID)

  30. Our Findings

  31. Feedback Cases by Type 4,811 • Data as of Sept. 30, 2016

  32. Complaints by Life Cycle Phase • Data as of Sept. 30, 2016

  33. Complaints by Category • Data as of Sept. 30, 2016

  34. Looking Ahead

  35. 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

  36. QUESTIONS?

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