{"id":29591,"date":"2021-11-16T00:00:00","date_gmt":"2021-11-16T05:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/federal-student-aid-services\/"},"modified":"2022-11-15T10:27:33","modified_gmt":"2022-11-15T15:27:33","slug":"federal-student-aid-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/federal-student-aid-services\/","title":{"rendered":"Federal Student Aid Services"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<a class=\"wp-block-pps-gutenberg-blocks-button alignleft pps-button rectangular_without_border with-icon p-0 m-0\" target=\"_self\" href=\"https:\/\/ourpublicservice.org\/performance-measures\/customer-experience\/\" data-label=\"Back to Customer Experience Profiles\" data-color=\"#000000\" data-color-opacity=\"100\" data-bg-color=\"#ffffff\" data-bg-color-opacity=\"100\" data-graphic-position=\"before\" data-button-style=\"rectangular_without_border\" data-graphic-type=\"icon\" data-type-of-url=\"page\" data-icon=\"arrow-left\" style=\"color:#000000;border:1px solid #000000;background-color:#ffffff\" rel=\"noopener noreferrer\"><i class=\"fa fa-arrow-left before\"><\/i><span>Back to Customer Experience Profiles<\/span><\/a>\n\n\n\n<div style=\"height:5px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"executive-summary\" data-anchor-name=\"Executive Summary\"><\/div>\n\n\n\n<h2 class=\"has-large-font-size wp-block-heading\" id=\"h-office-of-federal-student-aid-department-of-education\" style=\"font-style:normal;font-weight:400\">Office of Federal Student Aid, Department of Education<\/h2>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column jump-links is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\">\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a href=\"#executive-summary\">Executive Summary<\/a><\/p>\n\n\n\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a href=\"#data-highlights\">Data Highlights<\/a><\/p>\n\n\n\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a data-type=\"internal\" data-id=\"#at-a-glance\" href=\"#at-a-glance\"><\/a><a href=\"#customer-experience-insights\">Customer Experience Insights<\/a><\/p>\n\n\n\n<p style=\"font-size:18px;font-style:normal;font-weight:500\"><a data-type=\"internal\" data-id=\"#at-a-glance\" href=\"#at-a-glance\"><\/a><a href=\"#delivering-services-equitably\">Delivering Services Equitably<\/a><\/p>\n\n\n\n<p class=\"has-pps-yellow-color has-text-color\" style=\"font-size:18px;font-style:normal;font-weight:500\"><a data-type=\"internal\" data-id=\"#leading-customer-experience-practices\" href=\"#leading-customer-experience-practices\">Leading Customer Experience Practices<\/a><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<p style=\"font-size:24px\">The past two years brought unprecedented changes to the federal student aid system, with pandemic-related policies impacting the needs customers had when interacting with Federal Student Aid.<\/p>\n\n\n\n<p style=\"font-size:18px\">Due to the coronavirus pandemic, in March 2020, Congress paused student aid payment requirements, a pause that was then extended multiple times, with a final deadline now set for Jan. 31, 2022. During this complicated time, it was vital for Federal Student Aid to ensure that customers were aware of these changing requirements so they could make decisions about how to manage their loans. To do so, FSA used targeted and personalized communications to inform different segments of its customer base about the policies and how they could be affected. As a result, in 2020 borrowers remained relatively satisfied with the experiences of applying for, receiving and repaying federal student aid, with ratings for those experiences exceeding federal averages.<\/p>\n\n\n\n<p style=\"font-size:18px\">To further improve the experience, customers would like a more unified loan process throughout the student aid life cycle, particularly when it comes to loan repayment. Customers often must keep track of multiple loan-servicing providers and websites, which can be confusing.\u202fIn response to this feedback, FSA is working with loan-serving providers to more clearly identify these websites as part of the federal student aid system.<\/p>\n\n\n\n<div style=\"border-width:1px;border-color:#676E9F;border-style:solid\" data-bg-color-opacity=\"25\" data-border-color=\"#676E9F\" data-border-thickness=\"1\" class=\"wp-block-pps-gutenberg-blocks-styled-container pps-styled-container mb-5 mt-5 p-4 rounded-0\">\n<h5 class=\"wp-block-heading\" id=\"service-overview\"><strong>Service Overview<\/strong><\/h5>\n\n\n\n<p style=\"font-size:18px\">In 2020, more than 10.8 million students who attended post-secondary institutions received grants, loans or work-study funds from FSA.<\/p>\n\n\n\n<p><strong>Primary\u202fcustomers<\/strong><\/p>\n\n\n\n<p style=\"font-size:18px\">Students and their families who need financial assistance for higher education, and borrowers who are repaying their student loans.<\/p>\n\n\n\n<p><strong>Key services related to applying for, receiving and repaying loans (all data for fiscal year 2020)\u202f<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\" style=\"font-size:18px\">\n<li>Acceptance and processing of applications for federal student aid.\n<ul class=\"wp-block-list\">\n<li><strong>17.8 million applications<\/strong> for student aid processed.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Information and answers to questions about aid programs and the application process.<\/li>\n\n\n\n<li>Tools to assist with managing and repaying student loans\u2014for example, estimating payments, helping borrowers understand repayment options and processes, and assisting borrowers struggling to repay loans\u2014 including a virtual assistant that provides 24-hour customer service.\n<ul class=\"wp-block-list\">\n<li><strong>45 million borrowers<\/strong> in fiscal year 2020.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Access to personalized student aid account information, loan balances and repayment history.\u202f<\/li>\n\n\n\n<li>Disbursement of student aid payments to colleges, universities and career and technical schools.<\/li>\n\n\n\n<li>Outreach and training for students, families, schools and communities about federal student aid programs, products and services.<\/li>\n\n\n\n<li>Assistance with resolving disputes about federal student aid with the help of a neutral ombudsperson group.\u202f<\/li>\n<\/ul>\n\n\n\n<p><strong>Service Snapshot (all data for fiscal year 2020)<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\" style=\"font-size:18px\">\n<li><strong>217 million visits<\/strong> to <a href=\"http:\/\/StudentAid.gov\">StudentAid.gov<\/a>.<\/li>\n\n\n\n<li><strong>More than 540,000 users<\/strong> of\u202fAidan, a\u202fvirtual assistant\u202fon <a href=\"http:\/\/StudentAid.gov\">StudentAid.gov<\/a>.<\/li>\n\n\n\n<li><strong>2.4 million calls<\/strong> to the Federal Student Aid Information Center.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"data-highlights\" data-anchor-name=\"Data Highlights\"><\/div>\n\n\n\n<hr class=\"wp-block-pps-gutenberg-blocks-separator pps-separator\" style=\"border:none;height:10px;background-color:#676E9F;color:#676E9F\" data-color=\"#676E9F\" data-color-opacity=\"100\" data-thickness=\"10\"\/>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-data-highlights\">Data Highlights<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/FSA-Data-1.svg\" alt=\"\" class=\"wp-image-29595\" width=\"150\"\/><\/figure><\/div>\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\"><strong>Satisfaction score for the full student aid life cycle<\/strong>.<\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/FSA-Data-2.svg\" alt=\"\" class=\"wp-image-29596\" width=\"150\"\/><\/figure><\/div><\/div><\/div>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\"><strong>Satisfaction score for applying for student aid online<\/strong>.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/FSA-Data-3.svg\" alt=\"\" class=\"wp-image-29597\" width=\"150\"\/><\/figure><\/div>\n\n\n<p class=\"has-text-align-center\" style=\"font-size:18px\"><strong>Satisfaction score for applying for student aid on a mobile phone<\/strong>.<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n\n\n\n<p style=\"font-size:18px\">ACSI&nbsp;federal services&nbsp;average for 2020: 65.1<sup>1<\/sup>&nbsp;&nbsp;<br>*All scores out of 100<\/p>\n\n\n\n<hr class=\"wp-block-pps-gutenberg-blocks-separator pps-separator\" style=\"border:none;height:10px;background-color:#676E9F;color:#676E9F\" data-color=\"#676E9F\" data-color-opacity=\"100\" data-thickness=\"10\"\/>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"customer-experience-insights\" data-anchor-name=\"Customer Experience Insights\"><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<h2 class=\"wp-block-heading\" id=\"h-customer-experience-insights\">Customer Experience Insights<\/h2>\n\n\n\n<div class=\"wp-block-columns p-0 cx-indicator-legend is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column p-0 is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/arrow-up-solid-tilde-1.svg\" alt=\"\" class=\"wp-image-29538\" width=\"30\" height=\"30\"\/><\/figure><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:45%\">\n<p class=\"has-normal-font-size\">Improvement from last year<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:5%\">\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/tilde-solid-red-1.svg\" alt=\"\" class=\"wp-image-29539\" width=\"30\" height=\"30\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:45%\">\n<p class=\"has-normal-font-size\">Room for improvement<\/p>\n<\/div>\n<\/div>\n\n\n<div class='pps-accordion-block align cx-indicator-accordion'>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>Customer satisfaction with the student aid life cycle continues to increase.<\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">From learning about and applying for student aid to repaying loans, FSA has continued to improve the experience borrowers have with student aid, with customers giving a particularly high rating to the online Free Application for Federal Student Aid.<\/p>\n<p><strong>Customer satisfaction with the student aid life cycle*<sup>2<\/sup><\/strong><br \/>\n\n<table id=\"tablepress-11\" class=\"tablepress tablepress-id-11\">\n<tbody class=\"row-striping row-hover\">\n<tr class=\"row-1\">\n\t<td class=\"column-1\">Fiscal 2017<\/td><td class=\"column-2\">69.9<\/td>\n<\/tr>\n<tr class=\"row-2\">\n\t<td class=\"column-1\">Fiscal 2018<\/td><td class=\"column-2\">70.6<\/td>\n<\/tr>\n<tr class=\"row-3\">\n\t<td class=\"column-1\">Fiscal 2019<\/td><td class=\"column-2\">70.0<\/td>\n<\/tr>\n<tr class=\"row-4\">\n\t<td class=\"column-1\">Fiscal 2020<\/td><td class=\"column-2\">73.5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<!-- #tablepress-11 from cache --><br \/>\n*<em>All scores out of 100<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Satisfaction with the student aid application process in 2020*<sup>3<\/sup><\/strong><\/p>\n<ul>\n<li>Applying for student aid online: 81<\/li>\n<li>Applying for student aid on a mobile phone: 89<\/li>\n<\/ul>\n<p>*<em>All scores out of 100<\/em><\/p>\n<p style=\"font-size:18px\">A key factor behind this increase in customer satisfaction has been FSA\u2019s enhanced capability to conduct user research, and design and manage products, such as online tools, according to FSA officials. To ensure that customer needs are central to the creation of all new products, FSA has been expanding its use of human-centered design principles and commitment to conducting ongoing customer research.<\/p>\n<p style=\"font-size:18px\">In 2020, FSA leadership established a new Product Management, Design and Delivery Directorate to expand the agency\u2019s capability to design, test and manage new products for customers. FSA hired new employees for the directorate, recognizing the agency needed staff members who had deep expertise in the field of product design and user research and who could be dedicated to the work full time. The new directorate has also formalized the processes and design standards FSA uses to build and launch new products, creating better brand consistency and cohesion across the many products its customers use. FSA officials noted that these new processes ensure products are created with customer needs in mind from the beginning, and that improvements to address issues can be rolled out more quickly.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>Personalized and targeted communications helped customers navigate the changes to student aid brought about by the pandemic.<\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">The past few years brought big changes to the federal student aid landscape, requiring FSA to use a targeted and personalized approach to communicating with and keeping customers informed. The March 2020 CARES Act allowed borrowers to pause their student aid payments without penalty.<\/p>\n<p style=\"font-size:18px\">Recognizing that all customers do not want to be communicated with in the same way, FSA strived to get the right messages to the right people at the right times, using their preferred communications channel. For example, borrowers who were behind on payments before the pause received email messages that focused on highlighting repayment plans based on income. Borrowers who were on track with their loans received messaging that focused on topics such as how to restart automatic payments or tips for paying off loans as quickly as possible.<\/p>\n<p style=\"font-size:18px\">The agency also tests messages with different audiences before sending them, making sure the messages are easy to understand and likely to get recipients to take desired actions, such as taking action to keep their loans out of default. In addition to these messages, the agency also uses social media to provide customers with timely information, such as when student aid payment requirements will resume.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>FSA is expanding its intelligent virtual assistant, Aidan, which helps people find information and complete tasks more quickly. <\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">Aidan is a virtual assistant on StudentAid.gov that uses advanced technology\u2014artificial intelligence and natural language processing\u2014to answer common questions people have about student aid and enable certain interactions. Aidan serves as an advanced search feature, helping direct people to the right information on the website, but it can do more than that. Aidan can help users who are logged into their accounts complete self-service tasks, for example, helping them make a payment or retrieve their account balance.<\/p>\n<p style=\"font-size:18px\">This feature was initially available to only a small percentage of website visitors who were logged into their student aid accounts. In 2021, FSA made the feature available to all visitors to StudentAid.gov. Aidan was also added to the agency\u2019s myStudentAid mobile app in 2021, enabling customers to use Aidan within the app in a similar way to how they can use it on StudentAid.gov.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div><span style=\"color:#00827e;\"><i class=\"fas fa-arrow-up\"><\/i><\/span> Customers continue to be frustrated by the fragmented nature of the student aid system, though FSA is making progress by consolidating services in one place.<\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">The student aid lifecycle\u2014from applying for aid to repaying loans\u2014requires users to interact with many websites and systems, some managed by FSA and others by loan servicing contractors, making it harder for people to track and manage their loans. To make things easier, FSA is bringing more student loan processes to the StudentAid.gov site. Rather than sending applicants to different websites to get the FSA ID needed to apply for aid, review tips for applying for aid, and complete the aid application, the office is making these services and information available in one place.<\/p>\n<p style=\"font-size:18px\">Beyond integrating the sites managed by FSA, the next step is to better integrate the different contractor processes and websites involved in student loan repayments, according to FSA officials. FSA is working with contractors to make these websites more consistent with the rest of the student aid system\u2014for example, adding consistent banners and designs across contractor repayment sites to clearly brand them as an official part of the federal student aid system.<\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n\t<div class='accordion-item'>\r\n\t\t<div class='accordion-item-topic'>\r\n\t\t\t<div>FSA is working to improve the process for applying for the Public Service Loan Forgiveness program. <\/div>\r\n\t\t\t<div><i class=\"fas fa-angle-down\"><\/i><\/div>\r\n\t\t<\/div>\r\n\t\t<div class='accordion-item-content'>\r\n\t\t\t<p style=\"font-size:18px\">This program provides loan forgiveness for borrowers who work for federal, state, local and tribal governments or non-profit organizations. To qualify for loan forgiveness under this program, borrowers must meet several requirements, such as having 120 qualifying payments on their loan and working for a qualified employer. These program requirements are often not well understood, leading to customer confusion about eligibility.<\/p>\n<p style=\"font-size:18px\">FSA launched an online loan forgiveness tool to help borrowers understand if they meet program requirements before they submit an application. The agency also added an employer database so borrowers can check if the employer they work for is one that may qualify them for forgiveness. Beyond improving customers\u2019 ability to determine their own eligibility, FSA is also exploring ways to proactively enroll certain qualified borrowers into the program. For example, federal employees and many military service members meet the eligibility requirements of the program, and FSA is working to determine how they can use data already collected to reach out to these customers about their eligibility for the PSLF program.<\/p>\n<p style=\"font-size:18px\">In October 2021, the agency also announced a limited waiver for the PSLF program to allow additional types of loan payments to count toward qualifying for the program. In addition, the agency plans to review the applications of borrowers previously rejected by the program to look for errors and provide an opportunity for another review under an interim reconsideration process. FSA estimates that these policy changes will bring more than 550,000 borrowers closer to loan forgiveness under the PSLF program, with 22,000 becoming immediately eligible.<sup>4<\/sup><\/p>\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div>\r\n\r\n<script>\r\n\tdocument.addEventListener('DOMContentLoaded', function() {\r\n\t\tvar accordion_items = document.querySelectorAll('.pps-accordion-block .accordion-item-topic');\r\n\t\tfor(var i = 0; i < accordion_items.length; i++) {\r\n\t\t\taccordion_items[i].addEventListener('click', function() {\r\n\t\t\t\tthis.parentNode.classList.toggle('opened');\r\n\t\t\t});\r\n\t\t}\r\n\t});\r\n<\/script>\r\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"delivering-services-equitably\" data-anchor-name=\"Delivering Services Equitably\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-full-width-column pps-full-width-column\" style=\"background-color:#EFEFEF\" data-bg-type=\"color\" data-bg-color=\"#EFEFEF\" data-bg-color-opacity=\"100\" data-bg-overlay-color-opacity=\"100\"><div class=\"pps-overlay\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<h2 class=\"wp-block-heading\" id=\"h-delivering-federal-student-aid-services-equitably\">Delivering Federal Student Aid Services Equitably<\/h2>\n\n\n\n<p style=\"font-size:18px\">Access to higher education is&nbsp;<a href=\"https:\/\/www.brookings.edu\/research\/thirteen-economic-facts-about-social-mobility-and-the-role-of-education\/\" target=\"_blank\" rel=\"noreferrer noopener\">strongly linked<\/a>&nbsp;to social mobility and quality of life. This means that&nbsp;federal student aid&nbsp;can change lives, opening opportunities that may not be possible otherwise.&nbsp;Yet,&nbsp;<a href=\"https:\/\/www.washingtonpost.com\/education\/2021\/02\/07\/fafsa-verification-black-latino-college-aid\/\" target=\"_blank\" rel=\"noreferrer noopener\">analysts have found<\/a>&nbsp;that&nbsp;students from majority Black and Latino neighborhoods have been&nbsp;systematically targeted&nbsp;for additional verification of information on their aid applications,&nbsp;which makes&nbsp;this process more complicated for these groups of customers.&nbsp;&nbsp;<\/p>\n\n\n\n<p style=\"font-size:18px\">Some of the most prominent&nbsp;equity-related efforts&nbsp;by FSA&nbsp;are reflected in the Free Application for Federal Student Aid (FAFSA\u00ae) Simplification Act, which passed&nbsp;in&nbsp;December&nbsp;2020,&nbsp;and will enact important changes to the FAFSA process.&nbsp;The&nbsp;act&nbsp;expands Pell grant accessibility to more students, including incarcerated students, and links eligibility to family size and federal poverty level. Under the new FAFSA process,&nbsp;the agency will start collecting racial data, which it plans to use&nbsp;to&nbsp;improve&nbsp;its outreach initiatives and&nbsp;make&nbsp;the application process more equitable.&nbsp;&nbsp;<\/p>\n\n\n\n<p style=\"font-size:18px\">Importantly, it is now possible to complete the aid application on a mobile device.&nbsp;This is a critical service improvement&nbsp;that&nbsp;makes&nbsp;federal financial aid more easily accessible&nbsp;to&nbsp;all who qualify, as&nbsp;a&nbsp;<a href=\"https:\/\/www.pewresearch.org\/fact-tank\/2021\/06\/22\/digital-divide-persists-even-as-americans-with-lower-incomes-make-gains-in-tech-adoption\/\" target=\"_blank\" rel=\"noreferrer noopener\">significant percentage<\/a>&nbsp;of&nbsp;people&nbsp;with lower incomes&nbsp;only use&nbsp;smartphones.&nbsp;<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-full-width-column pps-full-width-column background-image-set\" style=\"background-image:url(https:\/\/ourpublicservice.org\/wp-content\/uploads\/2021\/11\/shutterstock_577985980-scaled.jpg);background-position:center center;background-repeat:no-repeat;background-size:cover;background-attachment:fixed\" data-bg-type=\"image\" data-bg-image=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2021\/11\/shutterstock_577985980-scaled.jpg\" data-bg-color-opacity=\"100\" data-bg-overlay-color-opacity=\"100\"><div class=\"pps-overlay\">\n<div style=\"height:300px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-anchor anchor\" id=\"leading-customer-experience-practices\" data-anchor-name=\"Leading Customer Experience Practices\"><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:20%\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:80%\">\n<h2 class=\"wp-block-heading\" id=\"h-leading-customer-experience-practices\">Leading Customer Experience Practices<\/h2>\n\n\n\n<p style=\"font-size:18px\">The Partnership and Accenture developed the following list of&nbsp;practices&nbsp;to understand how agencies prioritize the customer experience, and steps they can take to improve. The list is based on research about effective customer experience practices in both government and the private&nbsp;sector,&nbsp;and&nbsp;aligns with practices in a customer experience maturity self-assessment for agencies developed by the Office of Management and Budget.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-tabbed-content pps-tabbed-content tabs-as-nav-menu cx-indicators\" data-count=\"2\"><div class=\"tab-content\">\n<div class=\"wp-block-pps-gutenberg-blocks-tab tab\" data-label=\"Organizational-Commitment\"><a class=\"tab-label\" href=\"#Organizational-Commitment\" role=\"tab\">Organizational Commitment<\/a><div class=\"tab-pane\" id=\"Organizational-Commitment\" role=\"tabpanel\">\n<p><\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"organizational-commitment\"><strong>Organizational Commitment<\/strong><\/h5>\n\n\n\n<p style=\"font-size:18px\"><em>A strong commitment and plan from agency leaders to prioritize customer experience is essential for sustained progress.<\/em><\/p>\n\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px\">The agency:<\/p>\n\n\n\n<p style=\"font-size:18px\"><strong>1. Includes&nbsp;high-quality customer experience in its strategic goals.&nbsp;&nbsp;&nbsp;<\/strong><\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n<p class=\"ml-4\" style=\"font-size:18px\"><em>The agency\u2019s strategic plan includes a goal to \u201cProvide World-Class Customer Experience to the Students, Parents and Borrowers We Serve.\u201d<\/em><\/p>\n<\/div><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px\"><strong>2. Specifies customer feedback as a key measure of the organization\u2019s performance.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Overall satisfaction throughout the student aid life cycle is a key performance measure.\u202f\u202f<\/em><\/p>\n<\/div><\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p style=\"font-size:18px\"><strong>3. Has a senior executive with the responsibility and authority to lead efforts to improve the customer experience across the organization.<\/strong><\/p>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n<p class=\"ml-4\" style=\"font-size:18px\"><em>FSA has a chief customer experience officer who reports to the deputy head of the agency.<\/em><\/p>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-tab tab\" data-label=\"Ease-of-Customer-Interactions\"><a class=\"tab-label\" href=\"#Ease-of-Customer-Interactions\" role=\"tab\">Ease of Customer Interactions<\/a><div class=\"tab-pane\" id=\"Ease of Customer Interactions\" role=\"tabpanel\">\n\n<p><\/p>\n\n\n<h5 class=\"wp-block-heading\" id=\"ease-of-customer-interactions\"><strong>Ease of Customer Interactions<\/strong><\/h5>\n\n\n<p style=\"font-size:18px\"><em>Interactions with the federal government should be easy, transparent and designed around user needs.<\/em><\/p>\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\">For the most common services provided, customers can:<\/p>\n\n\n<p style=\"font-size:18px\"><strong>1. Complete common transactions using the service delivery channel of their choice.&nbsp;&nbsp;<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Customers get status updates and complete other common transactions online, over the phone or through web chat. FSA does not have field offices.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>2. Obtain status updates through online self-service.&nbsp;<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Customers can check\u202fonline for\u202fthe status of their student aid applications.\u202f<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>3. Receive a response to feedback or answers to questions over social media.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>FSA frequently responds to direct questions from customers on Facebook and Twitter.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>4. Access online information and support in languages other than English.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#FFCD00\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#FFCD00;background-color:#FFFFFF;border-color:#FFFFFF\">Partially<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Content on StudentAid.gov is available in English and Spanish, although the website\u2019s online help center and webchat are available only in English.<\/em><\/p>\n\n<\/div><\/div>\n\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-tab tab\" data-label=\"Listening-to-Customers-and-Acting-on-Feedback\"><a class=\"tab-label\" href=\"#Listening-to-Customers-and-Acting-on-Feedback\" role=\"tab\">Listening to Customers and Acting on Feedback<\/a><div class=\"tab-pane\" id=\"Listening to Customers and Acting on Feedback\" role=\"tabpanel\">\n\n<p><\/p>\n\n\n<h5 class=\"wp-block-heading\" id=\"listening-to-customers-and-acting-on-feedback\"><strong>Listening to Customers and Acting on Feedback<\/strong><\/h5>\n\n\n<p style=\"font-size:18px\"><em>To understand and prioritize customer needs, agencies should collect, publish, analyze and act on feedback.<\/em><\/p>\n\n\n<div style=\"height:15px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\">The agency:<\/p>\n\n\n<p style=\"font-size:18px\"><strong>1. Collects meaningful customer experience data across interactions and service delivery channels and shares it with the public.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>FSA collects and publicly shares customer experience data for online FAFSA services and the myStudentAid mobile app in line with OMB guidance.\u202f<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>2. Collects and analyzes first-hand customer feedback to understand customers\u2019 experiences, based on their own words.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>FSA collects unstructured feedback from call centers, Aidan, social media and other customer-facing channels, as well as through surveys across the student aid life cycle.<\/em><\/p>\n\n<\/div><\/div>\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<p style=\"font-size:18px\"><strong>3. Aggregates and analyzes customer feedback across channels and programs, and shares feedback with relevant staff members so they can act on it.<\/strong><\/p>\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content\" data-color=\"#00CE7C\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:left\" data-size=\"btn-md\" data-alignment=\"left\" data-outline-color=\"#FFFFFF\"><a class=\"trigger btn-md\" style=\"color:#00CE7C;background-color:#FFFFFF;border-color:#FFFFFF\">Yes<\/a><div class=\"content\">\n\n<p class=\"ml-4\" style=\"font-size:18px\"><em>Customer feedback data is compiled and analyzed monthly, and then shared with FSA staff and leadership so they can act on it.<\/em><\/p>\n\n<\/div><\/div>\n\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-full-width-column pps-full-width-column border-top-1\" data-bg-type=\"color\" data-bg-color-opacity=\"100\" data-bg-overlay-color-opacity=\"100\"><div class=\"pps-overlay\">\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<a class=\"wp-block-pps-gutenberg-blocks-button aligncenter pps-button rectangular_without_border with-icon align-center btn-lg\" target=\"_self\" href=\"https:\/\/ourpublicservice.org\/cx-2021\/\" data-label=\"Back to Customer Experience Profiles\" data-color=\"#000000\" data-color-opacity=\"100\" data-bg-color=\"#ffffff\" data-bg-color-opacity=\"100\" data-graphic-position=\"before\" data-button-style=\"rectangular_without_border\" data-graphic-type=\"icon\" data-type-of-url=\"page\" data-icon=\"arrow-left\" style=\"color:#000000;border:1px solid #000000;background-color:#ffffff\" rel=\"noopener noreferrer\"><i class=\"fa fa-arrow-left before\"><\/i><span>Back to Customer Experience Profiles<\/span><\/a>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-pps-gutenberg-blocks-collapsible-content pps-collapsible-content rounded-0 border-2\" data-color=\"#676E9F\" data-bg-color=\"#FFFFFF\" data-bg-color-opacity=\"100\" style=\"text-align:center\" data-alignment=\"center\" data-outline-color=\"#676E9F\"><a class=\"trigger\" style=\"color:#676E9F;background-color:#FFFFFF;border-color:#676E9F\">Footnotes and Methodology<\/a><div class=\"content\">\n<p><strong>Footnote<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>American Customer Satisfaction Index, Benchmarks for U.S. Federal Government 2020. Retrieved from<a href=\"https:\/\/bit.ly\/3bgOw6q\" target=\"_blank\" rel=\"noreferrer noopener\"> https:\/\/bit.ly\/3bgOw6q<\/a>.<\/li>\n\n\n\n<li>Federal Student Aid Annual Report, FY 2020. Retrieved from <a href=\"https:\/\/bit.ly\/31b5uBn\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/bit.ly\/31b5uBn<\/a>.<\/li>\n\n\n\n<li>ASCI Benchmarks for U.S. Federal Government 2020.<\/li>\n\n\n\n<li>&nbsp;Washington Post, \u201cBiden administration temporarily expands student loan forgiveness program for public servants,\u201d&nbsp;October 6, 2021. Retrieved from&nbsp;<a href=\"https:\/\/wapo.st\/3iDCvfd\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/wapo.st\/3iDCvfd<\/a>.<\/li>\n<\/ol>\n\n\n\n<p><strong>Customer experience indicators methodology<\/strong><\/p>\n\n\n\n<p>The Partnership and Accenture developed the following list of practices to understand how agencies prioritize the customer experience, and steps they can take to improve. The list is based on research about effective customer experience practices in government and the private sector, and aligns with practices in a customer experience maturity self-assessment for agencies developed by the Office of Management and Budget.<\/p>\n\n\n\n<p><strong>Organizational Commitment<\/strong><\/p>\n\n\n\n<p>A strong commitment and plan from agency leaders to prioritize customer experience is essential for sustained progress.<\/p>\n\n\n\n<p>The agency:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Includes high-quality customer experience in its strategic goals.\n<ul class=\"wp-block-list\">\n<li>Criteria: a) customer experience with the agency\u2019s services is listed in the strategic plan as one of the organization\u2019s top priorities, or a supporting goal of one of the priorities b) the strategic plan provides specific actions the agency will take to improve customer experience\u202f<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Specifies customer feedback as a key measure of the organization\u2019s performance.\n<ul class=\"wp-block-list\">\n<li>Criteria: There is a performance measure included in the agency\u2019s strategic plan, annual performance report or agency priority goals that is based on feedback directly from customers.\u202f<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Has a senior executive with the responsibility and authority to lead efforts to improve the customer experience across the organization.\n<ul class=\"wp-block-list\">\n<li>Criteria: Based on a review of the agency\u2019s organizational chart and online descriptions of leadership positions, the agency has an executive who meets the following criteria: a) customer experience is that executive\u2019s primary responsibility b) the executive reports to the head of the organization or a deputy c) the executive\u2019s work spans all major service delivery channels (e.g., online services, contact centers, face-to-face services).<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p><strong>Ease of Customer Interactions<\/strong><\/p>\n\n\n\n<p><em>Interactions with the federal government should be easy, transparent and designed around user needs.<\/em><\/p>\n\n\n\n<p>For the most common services provided, customers can:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Complete common transactions using the service delivery channel of their choice.\n<ul class=\"wp-block-list\">\n<li>Criteria: Based on a review of the agency\u2019s website, customers have multiple options to complete common transactions including going online, calling, using webchat and visiting field offices or other physical locations.\u202f<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Obtain status updates through online self-service.\n<ul class=\"wp-block-list\">\n<li>Criteria: customers can get real-time updates through an online self-service channel that provides estimated timelines.<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Receive a response to feedback or answers to questions over social media.\n<ul class=\"wp-block-list\">\n<li>Criteria: Does the agency respond to questions through the direct message feature on Facebook and Twitter, or in the comment section of posts? To assess this, we examined social media posts on the service\u2019s primary account across a three-month period. \u201cNo\u201d indicates the agency never or rarely responds to comments; \u201cpartially\u201d indicates the agency responds sometimes, but not consistently; and \u201cyes\u201d indicates the agency responds to comments on a frequent and consistent basis.<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Access online information and support in languages other than English.\n<ul class=\"wp-block-list\">\n<li>Criteria: \u201cNo\u201d indicates content is available only in English and translation features are not available on the website; \u201cpartially\u201d indicates that some content or services are available in English and Spanish; \u201cyes\u201d indicates that content or services are available in English and Spanish and additional languages.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<p><strong>Listening to Customers and Acting on Feedback<\/strong><\/p>\n\n\n\n<p><em>To understand and prioritize customer needs, agencies should collect, publish, analyze and act on feedback.<\/em><\/p>\n\n\n\n<p>The agency:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Collects meaningful customer experience data across interactions and service delivery channels and shares it with the public.\n<ul class=\"wp-block-list\">\n<li>Criteria: In alignment with the Office of Management and Budget\u2019s guidance on customer experience measurement, the agency shares customer feedback with the public and that: a) represents multiple service delivery channels b) provides details into different aspects of the experience (i.e., beyond overall customer satisfaction)<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Collects and analyzes first-hand customer feedback to understand customers\u2019 experiences, based on their own words.\n<ul class=\"wp-block-list\">\n<li>Criteria: In alignment with Office of Management and Budget\u2019s guidance on customer experience measurement, in customer or user research such as interviews, focus groups, surveys and other feedback mechanisms, customers can describe their experiences in their own words, and the agency has automated analytic capabilities to identify and act on insights that emerge from customer feedback data.<br><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Aggregates and analyzes customer feedback across channels and programs, and shares feedback with relevant staff members so they can act on it.\n<ul class=\"wp-block-list\">\n<li>Criteria: Agency has an automated system to collect feedback across multiple channels and programs into a centralized location, analyze it for insights, and share those insights with relevant agency business owners or other appropriate colleagues responsible for taking action. The agency also tracks the impact of actions taken in response to customer feedback.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1024x270.png\" alt=\"\" class=\"wp-image-28065\" width=\"256\" height=\"68\" srcset=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1024x270.png 1024w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-300x79.png 300w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-768x203.png 768w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1536x405.png 1536w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-2048x540.png 2048w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1600x422.png 1600w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1920x506.png 1920w, https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/2560px-Accenture.svg-1200x316.png 1200w\" sizes=\"auto, (max-width: 256px) 100vw, 256px\" \/><\/figure><\/div>\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center has-small-font-size\"><em>This customer experience profile was produced in collaboration with&nbsp;<\/em><a href=\"https:\/\/www.accenture.com\/us-en\/industries\/afs-index?c=psv_us_accenturefedera_10490752&amp;n=psgs_brand_0119&amp;gclid=Cj0KCQjwh8jrBRDQARIsAH7BsXdzhqDvl1RTe7rFMzfpi_y2GDSDk8Ip59-G15YcQSxmB4_I0yI7XF4aAo6DEALw_wcB\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Accenture Federal Services<\/em><\/a>.<\/p>\n<\/div><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Office of Federal Student Aid, Department of Education Executive Summary Data Highlights Customer Experience Insights Delivering Services Equitably Leading Customer Experience Practices The past two years brought unprecedented changes to the federal student aid system, with pandemic-related policies impacting the needs customers had when interacting with Federal Student Aid. Due to the coronavirus pandemic, in&#8230;<\/p>\n","protected":false},"author":73,"featured_media":29594,"parent":29524,"menu_order":10,"comment_status":"open","ping_status":"open","template":"","meta":{"_acf_changed":false,"sort-date":"","content-type":"","om_disable_all_campaigns":false,"_searchwp_excluded":"","footnotes":""},"class_list":["post-29591","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Federal Student Aid Services &#8226; Partnership for Public Service<\/title>\n<meta name=\"description\" content=\"Office of Federal Student Aid, Department of Education\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/federal-student-aid-services\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Federal Student Aid Services\" \/>\n<meta property=\"og:description\" content=\"The Partnership for Public Service is a nonprofit, nonpartisan organization that strives for a more effective government for the American people.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/federal-student-aid-services\/\" \/>\n<meta property=\"og:site_name\" content=\"Partnership for Public Service\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/partnershipforpublicservice\/\" \/>\n<meta property=\"article:modified_time\" content=\"2022-11-15T15:27:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ourpublicservice.org\/wp-content\/uploads\/2022\/03\/FSA-header-2021-scaled-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"776\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@RPublicService\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/federal-student-aid-services\/\",\"url\":\"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2021\/federal-student-aid-services\/\",\"name\":\"Federal Student Aid Services &#8226; 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