# Presentation: 661883

## <date/time>

## Session 33

***Common Origination and Disbursement****** ******Customer Service:***
***The New Integrated Customer Service for Pell, Direct Loans, and Campus Based***

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## Agenda

- SFA Vision
- Customer Service Solution
- Transition Approach
- Where Does Your Call Go
- Wrap Up

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## SFA VISION

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## SFA Vision

**your business process.**

***SFA Vision***

***Key Modernization Initiative:***

**Streamlines processes for :**
-  Origination
-  Disbursement
-  Funding and Reconciling
-  Commonality across
-     origination and
-     disbursement process

**Integrates Customer Service for:**
-  Pell Grants
-  Direct Loans
-  Campus-based programs

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**Notes:**
This slide is about integration of systems from an overall SFA perspective- this is why COD is here.

## Customer Service Vision 

** ****Provide customer service that anticipates customer        **
**    ****needs**
** ****Maximize self-service for Pell, Direct Loans, and **
**    ****Campus Based processing**
** ****Provide single point of service and combined support for**
**    ****origination and disbursement process**

**“****Common Origination and Disbursement Customer Service **
** ****is about more than exception processing.  It’s about **
**creating a smooth day-to-day Federal Financial Student Aid **
**delivery process to meet your customer needs.”**

***Customer Service Vision ***

***Key Customer Service Initiative:***

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## COD Benefits for SFA

- Promotes program integrity
- Fully web-enabled system available at all times (24x7)
- Supports consistent and on-going reconciliation for both Pell Grants and Direct Loans
- Supports integrated decision-making and customer service
- Improves documentation of interaction with schools

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## CUSTOMER SERVICE SOLUTION

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## The Call Center Location

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**Notes:**
Why we picked –

Can you guess our location – find history about the falls.

## Operating Basics

- Hours of Operations: 8 a.m to 8 p.m. eastern
- Toll-free Customer Service Numbers:     Current RFMS Customer Service  1-800-474-7268
-     Current DLOS Customer Service   1-800-848-0978
- New Mailing Address to come

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## Customer Service“More Than A Call Center”

**+**

**=**

- Answer

***C****ollect the information*
***A****ssume nothing*
***L****isten to the customer*
***L****og the reason of the call*

***A****nalyze the information*
***N****ote results of the analysis/research*
***S****ubstantiate the results of your research*
***W****hat is the root cause of the problem/issue*
***E****ngage other parties as necessary*
***R****espond, resolve and record the result*

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## Customer ServiceSupport Organization

**SFA Support Team**

**Division Manager**

**School Services Manager**

**Borrower Services Manager**

**Quality Assurance Team**

**Business Analyst Team**

**Training Team**

**Team 2**

**Team 3**

**Team 4**

**Reconciliation Team**

**Team 1**

**Team 2**

**Team 1**

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**Notes:**
AFSA Slide – who we are what we do – similar oraganization
Stenghts on what we have – staff – other operations
Strong history of student aid – 
Picture does not represent total employee counts
Need stats for processes

## School Services Team

**Quality Assurance Team**

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## Customer Service Teams “Who will assist you?”

**School Services**
- Primary representative for each School/Servicer
- Secondary representative and a team of representatives
- Teams assigned by like processes, i.e. software provider
- Perform outreach activities
**Early Bird Team**
-  Begin at 5 a.m. eastern
-  Identify COD production or processing issues from nightly
-       processes
-  Create plan to notify schools of processing issues
-  Respond to “after hours” voice mail box

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**Notes:**
School Services Team – early bird form night

## Customer Service Teams “Who will assist you?”

**Reconciliation Team**
- Assist with transaction balancing
- Provide funds management support
- Provide on-site support as needed
- Support GAPS & FMS exception research issues
**Quality Assurance Team**
- Internal focus
- Monitor performance & quality of team representatives
- Conduct internal audits of servicer center operations & make recommendations to management
- Evaluate customer satisfaction with COD products and services
- Process trending analysis

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**Notes:**
Althought separate from support team – intergarted in the the schools services team – recon –making assignments –

Same support as currently provided by EDS

We will create customer satisfiaction of survy

Random – frequent contact – need stats on process – percent of monitoring. 

QA – AFSA customer service pefromance – interanlly.

##  On-Line Functionality   for Full Participants

- Updates to data base via the On-Line/Web
- Ability to create award records via the On-Line/Web
- Releasing Pending/Action Records from the Web

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**Notes:**
Does not replace batch processing. – These tools to help.

## The COD View

**Same View**

**COD Data Base**

**     ****Highlights:****  **
** ****Student Centric View**
**  ****School Centric View**
**  ****Reject Record View**
**  ****Show All Errors View**
**  ****Pended Record View**

**School Web View**

**CSR Online**

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## Student Centric View

- SAMPLE

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## School Centric View

- SAMPLE

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## Reject Record View

- SAMPLE

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## Show All Errors View

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## Pended Record View

- SAMPLE

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## Outreach Services

- Call campaign for verification
- Call campaign for unsubstantiated disbursements
- Reject transaction trending
- Additional outreach activities as needed
- Call and email volume
- Identify issue by servicer/developer
- Identify issue by Pell, Direct Loan or Campus Based

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**Notes:**
Verification for Pell only – we don’t want schools to lose money if they haven’t submitted. If they don’t send the code.

How schools will be able to see all their pending ‘w’s – will need get the same information for the schools – still builiding the tools and the noticiation process and listing methodologys. Schools will be provided the same data. Will not need to depend on us – they don’t need to wait on us now view – call today – run a query for me.

Spikes & Trends 

Pull in other notes benchmarking in the conceptual design – 

Cash management different – unsubstantied bullets – follow up – changes – automatic processes – email/correspondence to schools CSR avaible to help work throught the issues.

## Reporting Tools

- Reports generated today
- New reports for student/program view
- Batch and on-line capability

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**Notes:**
Talk about the difference between batch & on line 

## Testing

**User Acceptance and School Testing**

**Winter/ Spring 2002**
**Customer service staff integral in  SFA’s User Acceptance Testing (UAT)**

**“ ****Customer Service will support User Acceptance Testing and school testing working as a liaison between the end users and systems development team.”**

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## Training Program

**“****Training will contain a strong focus on excellence in Customer Service. Training will be a performance based training method that certifies both knowledge and skill application.”**

***Individual Training Plan:***

-  Training on program knowledge
-  Training modules for COD system
-     interfaces
-  Computer based training
-  Problem solving/Root cause analysis
-  Role playing

-  OJT (On-the-Job-Training)
-  Self-paced learning packets
-  Recurrent training based on
-     needs analysis
-  Annual re-certification

- Successful 6-Week training program

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**Notes:**
Job qualifications – recuritment includes financial aid experince – actively seeking individuals with financial aid experience

## TRANSITION APPROACH

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## Virtual Customer Service Center 

- Single entry point of service
- Warm hand-offs and joint calls with RFMS, DLOS, and other support groups
- CSR “buddies”
- Information sharing between centers

**Pell**

**Direct**
**Loans**

**Campus**
**Based**

**COD**

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**Notes:**
Need defined CSR buddiies responsiblities

Not lights on – lights off 

Take advantage of the expert knowledge in the existing  - process understanding
Frequency of issues – critical bath
LOS – all process impact.

Issue tracking data base

## Transition

- Award Year
- 04-05

** ****Common **
**Record**

- COD

-   All Schools

- Award Year
- 01-02

- All Origination Disb. Records

- PELL

- DL

- RFMS

- DLOS

**Pell Customer Service Center**

**    ****Direct Loan Customer**
**    ****Service Center**

**COD Customer Service Center **
**Niagara Falls**

- Phase in Participant

- PELL

- Full Participant

**Common **
**Record**

- DL

- SFA
-  Integration
- Tool

- Award Year
- 02-03
- 03-04

- COD

**COD Customer Service Center**
**Niagara Falls**

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**Notes:**
Make note transilation coming in of no conversion in middleware, conversion actually taking place in the COD – TSYS system

## TransitionThe Virtual Call Center Solution

**Incoming Call****(Current Pell and Direct Loan Numbers)**

**Caller chooses award year he/she is calling about**

**Pell Customer Service**

**?**

**?**

**Award Year 2001-2002 and prior**

**Award Year 2002-2003**

**Loan Origination Customer Service**

**COD Customer Service****(Niagara Falls, NY)**

**Primary Rep**

**Secondary Rep**

**Team**

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## Other Transition Highlights

- November 2002 - Migrate RFMS data to COD
- December 2002 - Migrate open DLOS data to
-                                     COD
- Early 2003 - COD center services all inquiries

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## End State:Early 2003

**Incoming Call**

**Primary Rep**

**COD Customer Service****(Niagara Falls, NY)**

**Secondary Rep**

**Team**

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## WHERE DOES YOUR 
CALL GO?

**CALL GO?**

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##     Customer Service representatives use the tracking database to:

open new issues
search issues
update history
run reports
track issues
trend data		

-     Customer Service representatives use the tracking database to:
- open new issues
- search issues
- update history
- run reports
- track issues
- trend data

***Customer Service Issues ******Tracking Database***

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## WRAP UP

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## Customer Service “Where to go for answers?”

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## Where to get More   		Information

- For frequent updates on COD’s development, check:
-  *The Schools Portal:* _sfa4schools.sfa.ed.gov_
* **Information for Financial Aid Professionals *
*    **(IFAP):* _ifap.ed.gov_
*Questions regarding COD: Call the SFA Customer Service Call Center at (202)433-7327 *

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## School Portal

*** ***

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## IFAP

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## Other COD Sessions

- Pell: 02-03 Processing Changes- ***Session 29***
- Direct Loans: 02-03 Processing Changes- ***Session 32***
- What is the Common Record?- ***Session 35***
- The Big Picture- ***Session 39***
- Tools for Monitoring Pell & Direct Loan Funds- ***Session 41***
- Mini On-Line Session- ***Session M13***
- PC Lab with COD Web Prototype

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## Slide 41

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