Department of Education

STUDENT AID ADMINISTRATION

Fiscal Year 2019 Budget Request

CONTENTS

Page

Appropriations Language ........................................................................................................Y-1

Amounts Available for Obligation ............................................................................................Y-2

Obligations by Object Classification ........................................................................................Y-3

Summary of Changes .............................................................................................................Y-4

Authorizing Legislation............................................................................................................Y-6

Appropriations History.............................................................................................................Y-7

Significant Items in FY 2018 Appropriations Reports...............................................................Y-9

Summary of Request ............................................................................................................Y-13

Activity

Student Aid Administration ...........................................................................................Y-14

Organization Chart................................................................................................................Y-46
STUDENT AID ADMINISTRATION

Y-1

Ap propriation s Langu ag e

NOTES

A full-year 2018 appropriation for this account was not enacted at the time the fiscal year 2019 Budget was 

prepared; therefore, the Budget assumes this account is operating under the Continuing Appropriations Act, 2018 

(Division D of P.L. 115–56, as amended). The amounts included for 2018 reflect the annualized level provided by the 

continuing resolution. 

No appropriations language is included for this account. All programs in this account for fiscal year 2019 are 

authorized under the expired Higher Education Act of 1965, as amended; when new authoring legislation is enacted, 

appropriations language for these programs will be proposed.

.
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Amounts Available for Obligation

(dollars in thousands)

Appropriation and Adjustments 2017

2018

Annualized CR 2019

Discretionary appropriation:

Discretionar y – Appropriation ......................................... $1,576,854 $1,576,854 $1,772,000

Discretionar y - Across-the-board reduction 

(P.L. 115-56) .................................... 0 -10,708 0

Subtotal, appropriation ..................... 1,576,854 1,566,146 1,772,000

Unobligated balance, start of year................ 2,430 2,814 0

Recovery of prior-year obligations................. 10,738 0 0

Unobligated balance expiring....................... -212 0 0

Unobligated balance transfer to Ready to 

Learn (P.L.115-31)....................................... -2,000

Unobligated balance, end of year................. -2,814 0 0

Subtotal, adjusted discretionary 

appropriation .................................... 1,584,996 1,568,960 1,772,000
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Obligations by Object Classification

(dollars in thousands)

Object Class # Object Class 2017

2018

Annualized

CR 2019

Change 

from 2018

to 2019

11.10 Full-time permanent $165,462 $170,906 $168,282 $-2,624

11.31 Full-time temporary 1,246 0 0 0

11.32 Part-time 1,160 0 0 0

11.33 Consultants 2 0 0 0

11.51 Overtime 96 76 105 29

11.52 Awards 2,212 2,938 2,202 -736

11.80 Other Compensation 97 0 0 0

Subtotal, Personnel Comp. 170,275 173,920 170,589 -3,331

12.00 Benefits

 

53,239 54,646 54,220 -426

13.10 Benefits for Former Personnel 0 

 

174 78 -96

Subtotal, Per. Comp & Ben. 223,514 228,740 224,887 -3,853

21.00 Travel 1,667 1,950 2,747 797

22.00 Transportation of things 39 0 0 0

23.10 Rental payments to GSA 19,919 20,514 19,527 -987

23.31 Communications 19 0 0 0

23.32 Postage/fees 0 22 22 0

Subtotal, 23 19,938 20,536 19,549 -987

24.00 Printing and reproduction 587 121 680 559

25.10 Advisory and assistance services 1,630 386 4,380 3,994

25.21 Other services 922,900 975,593 1,072,772 97,179

25.22 Training/Tuition/Contracts 951 2,070 2,155 85

25.30 Goods/Services from Gov’t 43,799 38,249 59,620 21,371

25.40 Operations/Maint of Facilities 120 0 0 0

25.71 Operations/Maint of Equipment 11 15 15 0

25.72 IT Services/Contracts 369,379 300,938 384,557 83,619

Subtotal, 25 1,338,790 1,317,251 1,523,499 206,248

26.00 Supplies 174 270 465 195

31.10 IT Equipment/Software 246 92 173 81

31.30 Other Equipment 0 0 0 0

Subtotal, 31 246 92 173 81

32.00 Building Alterations 28 0 0 0

43.10 Prompt payment interest 13 0 0 0

Total, Obligations 1,584,996 1,568,960 1,772,000 203,040
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Summary of Changes

(dollars in thousands)

2018 ................................................................................................ $1,566,146

2019 ................................................................................................. 1,772,000

Net change................................................................ +205,854

Increases:

2018

Annualized CR

Change from 

Annualized CR

Program:

Increase in loan servicing activities due to 

increase in loan volume; shifts of existing 

borrowers from in-school to more 

expensive, in-repayment, statuses; and 

transitioning to the Next Generation 

Processing and Servicing Environment. $993,662 +$76,338

Increase in core operations including 

application processing, origination and 

disbursement functions, and IT system 

hosting. 211,068 +53,472

Increase in contracted IT services for IT 

security. 28,575 +29,520

Increase in other student aid activities. 17,680 +24,592

Increase in Goods/Services from 

Government, mainly for the IRS Data 

Retrieval tool. 38,249 +21,371

Increase in advisory and assistance 

services. 386 +3,994

Increase in travel. 1,950 +797

 Increase in printing. 121 +559

 Increase in supplies. 270 +195

 Increase in training. 2,070 +85

 Increase in technology equipment/software. 92 +81

 Increase in overtime. 76 +29

Subtotal, increases +211,033
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Summary of Changes—Continued

(dollars in thousands)

Decreases:

2018

Annualized CR

Change from

Annualized CR

Built-in:

Decrease in PC&B expenditures due to a 

reduction of 23 FTE. $225,552 -$3,360

Decrease in rent to GSA. 20,514 -987

Program:

Decrease in employee awards. 2,938 -736

Decrease in benefits for former personnel. 174 -96

Subtotal, decreases -5,179

Net change +205,854
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Y-6

Authorizing Legislation

(dollars in thousands)

Activity

2018

Authorized

2018

Annualized CR

2019

Authorized

2019

Request

Student aid administration (Higher Education Act 

of 1965, I-D and IV-D, section 458; Public 

Health Service Act, VII-A) 01 $1,566,146 To be determined2 $1,772,000

Total appropriation 1,566,146 1,772,000

Portion of request not authorized 1,772,000

1 The program was authorized in 2018 through appropriation language. 2 The GEPA extension expired September 30, 2015; reauthorizing legislation is sought for fiscal year 2019.
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Appropriations History

(dollars in thousands)

Year

Budget 

Estimate 

to Congress 

House 

Allowance Foot

note

Senate 

Allowance Foot

note AppropriationFootnote

2010 $870,402 $870,402 $870,4021 $870,402

Rescission (P.L. 111-226) 0 0 0 -82,000

2011 1,170,231 994,6002 1,048,0781 992,0123

2012 1,095,418 992,0124 1,045,3634 1,043,387

2013 1,126,363 1,043,3875 1,126,3635 978,9246

2014 1,050,0917 N/A8 1,044,3012 1,166,0009

2015 1,446,92410 N/A11 1,446,924 12 1,396,924

2016 1,581,85410 1,446,92413 1,361,70013 1,551,854

2017 1,631,99014 1,551,85415 1,546,85415 1,576,85415

 1 The levels for the Senate allowance reflect Committee action only. 2 The levels for the House allowance reflect the House-passed full-year continuing resolution. 3 The level for appropriation reflects the Department of Defense and Full-Year Continuing Appropriations 

Act, 2011 (P.L. 112-10). 4 The level for the House allowance reflects an introduced bill; the level for the Senate allowance reflects 

Senate Committee action only.

5 The levels for the House and Senate allowance reflect action on the regular annual 2013 appropriation 

bill, which proceeded in the 112th Congress only through the House Subcommittee and the Senate 

Committee.

6 Total transfer $9,888 thousand to Program Administration, Office for Civil Rights and Office of Inspector 

General.

7 Excludes $2,807 thousand proposed for transfer from Department of Health and Human Services to 

Department of Education for the Health Education Assistance Loan program.

8 The House allowance is shown as N/A because there was no Subcommittee action.

9 Excludes $996 thousand transferred from Department of Health and Human Services to Department of 

Education for the Health Education Assistance Loan program. 

10 The Bipartisan Budget Act of 2013 eliminated mandatory funding for the Not-for-Profit (NFP) servicing 

costs, which were previously not reflected in this table. Starting in fiscal year 2015, the estimate reflects 

total cost to service loans, discretionary funding and what was previously considered mandatory funding.

11 The House allowance is shown as N/A because there was no Subcommittee action.

12 The level for the Senate allowance reflects Senate Subcommittee action only. 13 The levels for House and Senate allowances reflect action on the annual 2016 appropriations bill, 

which proceeded in the 114th Congress only through the House Committee and Senate Committee. 14 The Bipartisan Budget Act of 2013 eliminated mandatory funding for the Not-for-Profit (NFP) servicing 

costs, which were previously not reflected in this table. Starting in fiscal year 2015, the estimate reflects 

total cost to service loans, discretionary funding and what was previously considered mandatory funding.

15 The levels for the House and Senate allowances reflect Committee action on the regular annual 2017 

appropriations bill; the Appropriation reflects the Consolidated Appropriations Act, 2017.
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Year

Budget 

Estimate 

to Congress 

House 

Allowance Foot

note

Senate 

Allowance Foot

note AppropriationFootnote

2018 $1,697,7111 $1,697,7111 $1,576,8541 $1,566,1461

2019 1,772,000

 1 The levels for the House reflect floor action on an Omnibus appropriation bill; Senate allowances reflect 

Committee action on the regular annual 2018 appropriations bill; the Appropriation reflects the annualized 

Continuing Resolution level.
STUDENT AID ADMINISTRATION

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Significant Items in FY 2018 Appropriations Reports

SAA Obligation Plan Discretionary Funds

Senate The Committee directs the Department to continue to provide quarterly reports 

detailing its obligation plan by quarter for student aid administrative activities 

broken out by servicer and activity. 

Response The Department will continue to provide the requested quarterly reports on 

administrative obligations.

Benefits for Servicemembers and Veterans

Senate The Committee directs the Secretary of Education to enter into a 

Memorandum of Understanding with the Secretaries of Defense and Veterans 

Affairs to automate the application of loan benefits to eligible servicemembers 

and veterans using information in existing Federal databases in a timely 

manner so that servicemembers and veterans can receive the benefits due 

under law. The Committee further directs the Secretary of Education to brief 

the Committees on Appropriations of the House of Representatives and the 

Senate, Senate Committee on Health, Education, Labor, and Pensions, and 

the House Committee on Education and the Workforce on the plan for 

implementing this automation process within 90 days of enactment of this act. 

Response

The Department shares your commitment to ensuring that eligible 

servicemembers and veterans receive the benefits due under law and is 

working with the Departments of Defense and Veterans Affairs on a number of 

initiatives to streamline the process for identifying current or former 

servicemembers. While some efforts have resulted in formal data-sharing 

agreements, it is not clear that a memorandum of understanding is needed to 

facilitate the exchange of data. The Department will brief the Committees on

Appropriations as requested.

Cohort Default Rates

Senate The Committee is concerned that some public institutions of higher education 

operating in economically distressed communities have faced challenges in 

meeting statutory requirements to manage and prevent student loan defaults 

because of community-wide factors where the institution operates. The 

Committee strongly encourages the Secretary to use any authority available, 

including under section 435(a)(2)(iii) of the HEA, to provide flexibility in 

applying section 435(a) to institutions of higher education in severely 

distressed communities in the United States, including institutions operating in 

counties ranking in the bottom 5 percent of all counties in the Distressed 
STUDENT AID ADMINISTRATION

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Designation and County Economic Status Classification System of the 

Appalachian Regional Commission, or based on other commonly used indices 

or measures. The Committee directs the Secretary to report to the 

Committees on Appropriations of the House of the Representatives and the 

Senate, the Senate Committee on Health, Education, Labor and Pensions, 

and the House Committee on Education and the Workforce on any additional 

statutory authority the Secretary may need to provide flexibility to such 

institutions.

Response The Department will look into additional statutory authority and will report to 

the Committees as requested.

Loan Counseling

Senate The Committee directs the Department within 180 days of enactment to issue 

guidance to clarify how colleges and universities can allow state-based 

organizations to participate in advising students on campus without violating 

Preferred Lender List rules. Pursuant to statutory restrictions, such guidance 

should not permit institutions of higher education or State-based organizations 

to directly market or advertise State-based education loan programs to 

students.

Response The Department believes that it currently lacks the authority to comply with 

this directive absent a change in law. 

Student Loan Discharges

Senate The Committee recognizes that there is ongoing disruption to and burden on 

the lives of students from the closure of and misconduct by Corinthian 

Colleges, Inc. (CCi). Former students who enrolled in many programs of 

study at more than 100 CCi campuses were provided with highly misleading 

job placement rate information. At least 45,000 former CCi students have 

pending applications with the Department for a discharge and refund of their 

fraudulently issued federal loan debt and the Committee believes that many 

more students have not applied. The Committee directs the Secretary to 

process applications as expeditiously as possible, and ensure students are 

aware of their potential eligibility for relief by identifying and contacting 

borrowers who may qualify to assert a defense to repayment utilizing the 

program-level enrollment information provided.

Response The Department shares your concern about processing Corinthian Colleges, 

Inc. (CCi) Borrower Defense (BD) claims as expeditiously as possible. With 

the conclusion of the Inspector General management review that was 

performed to ensure that there were processes and procedures in place to 
STUDENT AID ADMINISTRATION

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successfully adjudicate BD claims, the Department has resumed the 

processing of CCi claims and has already reduced the backlog of pending CCi 

claims. The Department has previously reached out to borrowers who may be 

eligible for relief through mail, email, and social media notifications. The 

Department is also aware that State Attorneys General and other third-parties 

have contacted borrowers who attended a CCi campus to inform them that 

they may be eligible for borrower defense relief and with instructions on how 

to submit an application. 

Borrower Defense Claims Reporting

Senate The Committee directs the Department to report on a quarterly basis to the 

Committees on Appropriations of the House of Representative and the 

Senate, the Senate Committee on Health, Education, Labor, and Pensions, 

and the House Committee on Education and the Workforce, on receipt and 

processing by the Department of borrower defense claims made pursuant to 

section 455(h) of the HEA. This should include information on the total 

number of pending borrower defense claims, total dollar amount of relief, and 

the total dollar amount of relief, and total number of denied claims, including 

disaggregated by State. The report shall also include specific actions taken 

and planned to process this workload in a timely manner.

Response The Department will provide the requested report on borrower defense claims. 

Student Loan Servicing: New Servicing Environment

Senate During the collaborative information gathering and stakeholder engagement 

effort related to the new servicing environment that was announced on 

August 1, 2017, the Department is directed to engage with the Committees on 

Appropriations of the House of Representatives and the Senate, the Senate 

Committee on Health, Education, Labor, and Pensions, and the House 

Committee on Education and the Workforce to gather input from Congress on 

the design of this environment. 

Response The Department has engaged with Congressional members and Committees 

and will continue to collaborate with the Committees on the new servicing 

environment. 

Student Loan Servicing: Loan Consolidation

Senate The Committee reiterates the directive included in bill language in the 

Consolidated Appropriations Act, 2017, and included in this bill, requiring the 

Department to allow borrowers, when consolidating student loans to select 

from any of the existing servicers to service their new consolidated loan. 
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Response The Department is pleased to notify the Committee that at the end of 

December 2017 all borrowers have the ability to choose any existing servicer 

when consolidating their student loans. 

Student Loan Servicing: Common Policies and Procedures Manual

Senate The Committee reiterates the directive included last year and again directs the 

Department to issue a common policies and procedures manual, including 

voluntary best practices, to help improve the consistency of servicing for 

student loan borrowers. The manual should include best practices related to 

how borrowers should be counseled about repayment options and benefits. 

The Department should utilize expertise and resources from its servicers in 

developing this manual which can also serve as the guide for servicing 

standards in the future servicing environment. 

Response The Department appreciates the Committee’s interest and is pursuing an 

acquisition approach for Federal student loan servicing that it believes best 

balances high-quality service for borrowers and value for taxpayers. 

Information on this procurement is available on the Federal Business 

Opportunities website at: 

https://www.fbo.gov/index?s=opportunity&mode=form&id=4ad285d54ca5520b

541283995c7e39d6&tab=core&_cview=0

One of the key goals of this procurement is to ensure that Federal student 

loan borrowers receive consistent high-quality service throughout the student 

aid lifecycle. 
Y-13

Y-13

Click here for accessible version

SUMMAR

Y OF REQUEST

DEPARTMENT OF EDUCATION FISCAL YEAR 2019 PRESIDENT'S BUDGET 

(in thousands of dollars)

Amount Percent

Student Aid Administration (HEA I-D and IV-D, section 458)

 1. Salaries and expenses D 716,253 632,484 762,000 129,516 20.48%

 2. Servicing activities D 860,601 933,662 1,010,000 76,338 8.18%

Total 1,576,854 1,566,146 1,772,000 205,854 13.14%

NOTES: D = discretionary program; M = mandatory program

Detail may not add to totals due to rounding. 

2019 President's Budget 

Category Compared to 2018 Annualized CR 

Code

2017 

Appropriation 

2018 

Annualized CR

2019 

President's 

Budget
STUDENT AID ADMINISTRATION

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Activit y

STUDENT AID ADMINISTRATION

(Higher Education Act of 1965, I-D and IV-D, section 458; Public Health Service Act, VII-A)

(dollars in thousands)

FY 2019 Authorization: To be determined1

Budget Authority:

Categories 2018

Annualized CR 2019 Request

Change from

Annualized CR 

Personnel Comp. & Ben. Costs $228,740 $224,887 -$3,853

Non-Personnel Costs,

excluding Loan Servicing Costs 403,744 537,113 +133,369

Subtotal, Salaries and 

Expenses

632,484 762,000 +129,516

Loan Servicing Costs 933,6622 1,010,0003 +76,338

Total, Student Aid 

Administration 1,566,146 1,772,000 +205,854

FTE 1,517 1,494 -23

 1

The GEPA extension expired September 30, 2015; reauthorizing legislation is sought for fiscal year 

2019. 2 Includes servicing costs of $803,960 thousand for loan servicer contracts, $89,027 thousand for Debt 

Management Collection System (DMCS) servicing costs, $36,063 thousand for loan servicer development 

costs, $1,905 thousand for Department-held Perkins Loans servicing, $1,810 thousand for Health 

Education Assistance Loan (HEAL) program administration costs, $500 thousand for loan servicer 

lockbox services, and $397 thousand for customer service survey. 3 Includes $856,190 thousand for loan servicer contracts, $95,072 thousand for DMCS servicing costs, 

$50,000 thousand for Next Generation Processing and Servicing costs, $2,280 thousand for Departmentheld Perkins Loans servicing, $4,000 thousand for loan servicer development, $1,560 thousand for HEAL 

program administration costs, $500 thousand for loan servicer lockbox services, and $398 thousand for a 

customer satisfaction survey.
STUDENT AID ADMINISTRATION

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PROGRAM DESCRIPTION

Student Aid Administration (SAA) provides funds to administer the Federal student financial 

assistance programs authorized under Title IV of the Higher Education Act (HEA) of 1965, as 

amended.

The Title IV programs, which provide funds to help students and families pay for the cost of 

postsecondary education, are the Nation’s largest source of financial aid for postsecondary 

students. The account provides funding to administer the student aid lifecycle, including: 

educating students and families about the process for obtaining Federal aid and repaying 

student loans; processing approximately 19.7 million student financial aid applications; 

disbursing nearly $151 billion in Direct Loans and $30 billion in Pell grants; administering a loan 

portfolio of nearly $1.4 trillion; and protecting students and taxpayers by ensuring that Federal 

resources are used appropriately.

The Higher Education Amendments of 1998 established Federal Student Aid (FSA) as the 

Federal Government’s first performance-based organization to improve service for students, 

parents, schools, and other program participants; to reduce student aid administration costs; to 

increase the accountability of the officials responsible for administering program operations; and 

to integrate the student aid processing and delivery systems.

The Offices of Postsecondary Education (OPE), the Under Secretary, and FSA oversee and 

administer the Federal student financial assistance programs. OPE formulates policy for these 

student financial assistance programs and administers other Federal postsecondary education 

programs. In addition, other Department offices—Office of the Chief Financial Officer; Office of 

the Chief Information Officer; Office of the General Counsel; Office of Management; and Office 

of Planning, Evaluation, and Policy Development—contribute to the policy formulation, 

administration and oversight of the student aid programs.

The Federal Pell Grant Program is the foundation of a low-or moderate-income student’s 

financial aid package. The program provides financial assistance to students attending 

postsecondary education programs disbursing, approximately $29.0 billion to 7.2 million low-and 

middle-income undergraduate students during the 2017–2018 award year, with an average 

award of $4,050. The maximum Pell Grant award has grown from $5,550 for the 2010–2011 

award year to $5,920 for the 2018–2019 award year.

The William D. Ford Federal Direct Loan (DL) Program drives a significant portion of FSA’s 

workload. The DL program lends funds directly to students and their families through 

participating schools. In fiscal year 2019, the Department will originate $99 billion in new Direct 

Loans, excluding Consolidation Loans. See the Student Loans Overview and Student Aid 

Overview for details on Student Loan programs in the fiscal year 2019 request. The Federal

Family Education Loan (FFEL) Program is similar to the DL Program except private lenders 

provided those funds, which are insured by loan guaranty agencies and then reinsured by the 

Government. 

SAFRA (Student Aid and Fiscal Responsibility Act), Title II, Part A of the Health Care Education 

Reconciliation Act, 2010, ended the FFEL program’s authority to originate new Federal student 
STUDENT AID ADMINISTRATION

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loans. Since July 1, 2010, the Department has originated and serviced all new Federal student 

loans through the DL program. FSA continues to administer the FFEL program, while lenders 

and guaranty agencies continue to service and collect some outstanding loans in the FFEL 

portfolio. FSA services the government-held FFEL program loans and DL program loans 

through the use of private contractors. 

Funding levels for the past 5 fiscal years were:

Fiscal Year (dollars in thousands)

footnote

2014............................................................................... $1,166,000

2015................................................................................. 1,396,924

2016................................................................................. 1,551,854

2017................................................................................. 1,576,854

2018................................................................................. 1,566,146

FY 2019 BUDGET REQUEST

The Administration requests $1.8 billion in the Student Aid Administration (SAA) account to 

administer the Federal student aid programs, which is $205.9 million, or 13 percent, above the 

fiscal year 2018 Annualized Continuing Resolution level. A full-year 2018 appropriation was not 

enacted at the time of the fiscal year 2019 request was prepared; therefore, the Budget

assumes the Department is operating under the Continuing Appropriations Act, 2018 (Division D 

of P.L. 115-56, as amended). The amounts included for fiscal year 2018 reflect the annualized 

level provided by the continuing resolution. The requested funds are necessary to manage and 

service the student loan portfolio, including: anticipated increases in loan volume; maintaining 

operations for student aid application processing, origination and disbursement functions, and 

student aid information technology (IT) system hosting; supporting the IRS Data Retrieval Tool; 

and enhancing security across applications.

Highlights of the fiscal year 2019 request include: 

1) Loan servicing activities total $1.0 billion, an increase of $76.3 million over the fiscal 

year 2018 Annualized CR level. These increased costs are directly tied to expected 

increases in loan volume and shifts of existing borrowers from in-school to more expensive 

in-repayment statuses, in addition to costs associated with transitioning to the Next 

Generation Processing and Servicing Environment. More detail is provided on Y-18–20.

2) Maintaining continual operations for student aid application processing, origination 

and disbursement functions, and IT system hosting total $264.5 million, an increase of 

$53.5 million over the fiscal year 2018 Annualized CR level. These costs are necessary 

for maintaining core operations of the student aid life cycle. More detail is provided on 

Y-20–22. 

3) Federal Student Aid IT security totals $45.6 million, an increase of $28.2 million over the

fiscal year 2018 Annualized CR. The net increased costs are crucial to protecting 
STUDENT AID ADMINISTRATION

Y-17

borrowers’ personal information and to enhance cybersecurity initiatives to protect against 

security breaches. More detail is provided on Y-24-27.

4) Federal Student Aid Interagency Agreements total $32.8 million, an increase of $20.8 

million over the fiscal year 2018 Annualized CR level. The net increased costs, $17.8 

million, are critical to the operations and maintenance of the IRS Data Retrieval Tool and 

IRS customer notices and customer service. More detail is provided on Y-23.

Fiscal Year 2019 Budget Costs by Category

SAA groups investments by category. The chart on Y-18 provides the funding level for each 

budget cost category and the percentage share of the fiscal year 2019 Budget request. Eightyfive percent of the proposed SAA budget supports fiscal year 2019 Federal Student Aid 

operational activities and personnel compensation and benefits. Federal Student Aid’s major 

operational activities include: effectively servicing the growing student loan portfolio and 

operations for student aid application processing, origination and disbursement functions, and IT 

system hosting. The budget request includes $224.9 million to cover the Personnel 

Compensation and Benefits (PC&B) costs of 1,494 Full-Time Equivalent (FTE) Employment; 

1,365 FTE in Federal Student Aid and 129 FTE in the non-Federal Student Aid offices, as 

shown on page Y-28. The fiscal year 2019 request is a net total decrease of 23 FTE below the 

fiscal year 2018 Annualized CR level. 

Other core student aid systems (e.g., National Student Loan Data System and FSA’s 

accounting system), matching agreements (e.g., IRS Data Retrieval), and IT security initiatives,

including FSA’s increased cybersecurity efforts, account for 6 percent of the request. The 

remaining 9 percent includes overhead for central support (e.g., rent, background 

investigations), central information technology (e.g., the Department’s EDCAPS financial 

systems) and the “Other” category that includes Web site interfaces, contract specialist support, 

and other activities to carry out FSA’s mission.
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The following sections highlight the budget categories specific investments for fiscal year 2019.

Fiscal Year 2019 Federal Student Aid Budget Priorities: $1,274.5 million

Effectively servicing the student loan portfolio: FY 2019 request of $1,010.0 million is an

increase of $76.3 million over the fiscal year 2018 Annualized CR level

The fiscal year 2019 requests $1,010.0 million for loan servicing costs ($906.2 million for 

operations and maintenance for loan servicers and Next Generation Processing and Servicing 

transition costs; $98.9 million for Debt Management Collection System (DMCS) servicing costs, 

Department-held Perkins Loan Servicing, and Health Education Assistance Loan (HEAL) 

program administration costs; $4.0 million for system development costs; $500,000 for lockbox 

services; and $398,000 for customer service satisfaction surveys). The servicing costs are 

driven in part based on the overall loan volume, the combination of repayment statuses in the 

loan portfolio, and the timing of loan delivery. 

Currently, the Department contracts with nine servicers to provide borrower services for the 

Federal Direct Loan and TEACH Grant programs, as well as for federally held loans originated 

under the Federal Family Education Loan program. Two additional servicers provide services 

for the Perkins Loan program and default management. All servicers are funded entirely with 

discretionary budget authority. In addition, the costs necessary to service the HEAL program 

are included in the total servicing request for fiscal year 2019. 

2019 Priorities 

(including servicing 

loans and continuing 

operations for core 

FSA systems), 

$1,274.5, 72%

Personnel 

Compensation & 

Benefits, $224.9, 13%

Other Core Student 

Aid Systems, $65.2, 

4%

IT Security Initiatives, 

$45.6, 2%

Overhead , $110.7, 

6%

Other, $51.1, 3%

FY 2019 Costs by Category and as Percent of Request 

 (dollars in millions)
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Servicing cost estimates are very sensitive to changes in the total number of borrowers being 

serviced and the distribution of accounts across loan statuses. Loan servicers are currently 

paid a unit cost per borrower account that they service. Unit costs are structured to incentivize 

servicers to keep borrower accounts in repayment current. Servicers are compensated more for 

accounts that are actively repaying. Conversely, servicers are paid less for accounts that are 

not actively repaying (in-school, deferment, and forbearance status) and incrementally paid 

even less as accounts shift further into non-payment, i.e., delinquency status. As the total 

number of borrower accounts being serviced increases and as more borrowers move into active 

repayment (current status), servicing costs will increase accordingly. FSA closely analyzes 

performance and costs of the servicing contractors to ensure that its estimates are as accurate 

as possible and to evaluate whether its servicing contracts are appropriately incentivizing 

servicers to keep borrowers in good standing. 

New Federal Student Aid Processing & Servicing Environment

The Department is pursuing a new approach to Federal Student Aid processing and servicing 

that will allow a more innovative approach to the delivery of services and information to its 

customers. This new approach will meet customer expectations, improve how customers 

consume services and utilize different technology and media platforms, and further enhance 

borrower protections. The approach will also require the separation of database housing, 

system processing, and customer account servicing so that cost efficiencies can be achieved 

and current state-of-the-art technologies can be deployed and evolve in the future. To address 

future loan servicing needs, FSA conducted market research on how world-class financial 

services organizations design and operationalize their customer service engagement practices, 

as well as web and mobile, middleware, data processing, analytics, storage, and hosting 

capabilities. Through this market research, FSA is refining its strategy to implement the Next 

Generation Processing and Servicing Environment. 

Based on this research and conversations with a broad range of internal and external experts in 

student loan finance, the Department has developed a plan for a Next Generation Financial 

Services Environment that will leverage best-in-business technology to improve customer 

experience and outcomes and drive savings for taxpayers by reducing FSA administrative 

costs.

The key to this transformation will be a comprehensive, FSA-branded customer engagement 

layer that will create an environment through which the Department’s customers will receive 

clear, consistent information and readily accessible self-service options at every stage of the 

student aid lifecycle. FSA will emphasize a mobile-first, mobile-complete strategy 

complemented by web, phone, chat, and in-person capabilities.

This engagement layer will foster a life-long relationship with customers, from before they apply 

for aid as high school students through when they plan for their children and grandchildren’s 

education. It will transform FSA into a trusted source of information and greatly simplify the 

process of helping customers choose the best options to help them manage their student 

debt. In addition, the creation of standardized systems, processes, and procedures—combined 

with the inclusion of clear performance expectations tied where possible to explicit contractual 
STUDENT AID ADMINISTRATION

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incentives and disincentives—is expected to simplify oversight of vendor performance and 

better ensure compliance with consumer protection and customer service standards.

At the same time, FSA will leverage the latest in middleware, processing, data storage and 

security to create a more efficient, cost-effective technical infrastructure. While Federal student 

loans are uniquely complex, the Department believes that leveraging modern commercial

engagement and technical capabilities is likely to reduce FSA’s operating costs once the 

solution is fully implemented. 

The Department plans to have elements of the new environment in place prior to the expiration 

of the current servicing contracts in 2019. 

Maintaining continued operations for IT system hosting and student aid application 

processing, origination, and disbursement functions: FY 2019 request of $264.5 million, 

an increase of $53.5 million over the fiscal year 2018 Annualized CR level.

The budget request includes $264.5 million for information technology (IT) system infrastructure 

and student aid application processing, origination, and disbursement functions, an increase of 

$53.5 million over the fiscal year 2018 Annualized CR level. Included in this request are key 

FSA operational costs:

• Title IV Origination and Disbursement System (TIVODS) ($120.7 million);

• Application and Eligibility Determination System (AEDS) and Customer Contact Center

($67.6 million) including operations and maintenance of the development and processing of 

FAFSA ($28.3 million), customer contact center operations with FSA Feedback System 

($37.7 million), and recompete efforts ($1.6 million); and

• IT system costs ($76.2 million) including the operation and maintenance of the Next 

Generation Data Center, software licenses, and the technical architecture and system 

support for FSA applications.

Title IV Origination and Disbursement System (TIVODS): FY 2019 request of $120.7 million is 

an increase of $17.3 million over the fiscal year 2018 Annualized CR level.

Federal Student Aid will originate and disburse over $181 billion in Pell Grants (HEA, Title IV, 

Part A, Subpart 1) and Direct Loans (HEA, Title IV, Part D) including loan consolidations in fiscal 

year 2019. TIVODS is responsible for originating and disbursing this aid to approximately 6,000 

schools and millions of student recipients of federal student aid. The system also supports 

interfaces to other systems to verify borrower eligibility as well as provide federal student aid, 

loan consolidation, borrower counseling, financial reporting, and program oversight. 

In fiscal year 2018, the functionality of the eCampus-Based (eCB) system, which automates the 

administration of the Federal Perkins Loan and Federal Work Study Programs, will also be 

integrated into TIVODS. This additional functionality will determine institutional funding needs 

and allocation levels based on data from the Fiscal Operations Report and Application to 
STUDENT AID ADMINISTRATION

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Participate; collect funding data to inform subsequent reallocations; maintain cumulative Perkins 

Loan funding histories; calculate institutional cohort default rates; update the list of qualifying 

schools that TEACH recipients and others looking for certain loan forgiveness benefits need to 

teach at in order to maintain eligibility; and identify delinquent or defaulted Perkins Loan 

borrowers. 

Application and Eligibility Determination System (AEDS) and Customer Contact Center: 

$67.6 million; including operations and maintenance ($28.3 million), customer contact center 

operations with FSA Feedback System ($37.7 million), and reengineering efforts ($1.6 million) is

an increase of $19.3 million over the fiscal year 2018 Annualized CR level.

AEDS operations and maintenance (O&M) provides funding for daily operations of systems and 

services related to FAFSA filing (online and paper), application processing, determination of aid 

eligibility, and development of the upcoming annual application. In addition to these contracted 

services, AEDS O&M provides funds for increased hardware and software support during 

FAFSA peak processing months.

In addition, the FSA Customer Contact Center ensures that customers, both student applicants 

and schools, have accessible, accurate, timely, and professional responses to their inquiries via 

their preferred method of communication. Funding also supports call center operational support 

for the Ombudsman’s Group including call intake, casework, and customer response services 

for new and existing contacts to the Federal Student Aid Ombudsman Group. 

The fiscal year 2019 budget request will support operations and maintenance costs for the FSA 

Feedback and Ombudsman System, which registers feedback and complaints by public users. 

After the complaint is registered, the complaint is then sent to the Ombudsman for the 

Ombudsman to reach out to the submitter for resolution. Lastly, funding will also support the 

recompete efforts for the eligibility and determination system of AEDS, which will include contact 

award and transition costs. 

Next Generation Data Center (NGDC): FY 2019 request of $50.2 million is an increase of 

$13.2 million over the fiscal year 2018 Annualized CR level.

The NGDC is a single computing environment for data and transaction processing, network 

communication services, infrastructure, and tools required to deliver financial aid. 

The NGDC will host 61 system applications and has a security posture that incorporates best 

practices utilizing a hybrid cloud solution. The fiscal year 2019 request will support the operation 

and maintenance of the NGDC and funding will also be utilized to provide the NGDC’s 

telecommunication foundation for FSA systems and call centers. 

Enterprise Software Licenses: FY 2019 request of $20 million is an increase of $2.0 million over 

the fiscal year 2018 Annualized CR level.

Enterprise Software Licenses supports maintenance renewal agreements for all FSA and 

NGDC supported software. This program consolidates similar software licenses with different 
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renewal dates under one agreement and reduces licensing duplication for FSA. Centralizing 

procurements and renewals of software licenses promotes cost savings through quantity 

discounts and reduction of contracts used for maintenance renewals.

Enterprise Architecture & Engineering (EAE): FY 2019 request of $6.0 million is an increase of 

$1.7 million over the fiscal year 2018 Annualized CR level.

EAE provides a full range of technical architecture and engineering functions that provide FSA 

with the necessary services and support needed to plan, maintain, and develop its enterprise 

architecture. Engineering services include Enterprise IT Architecture (EITA) middleware 

architecture services and Enterprise Performance Testing (EPT) services. Architecture services 

include Enterprise Architecture (EA) and Technical Architecture Services (TAS).

EITA provides critical technology platform and technical support services, including integrated 

technical architecture and middleware architecture. EITA provides product support services, 

including root cause analysis and resolution of middleware-related production issues for FSA's 

mission-critical applications. Middleware services reduce security vulnerabilities within the FSA 

system architecture. EPT provides performance testing analysis services that ensure FSA's 

applications are configured appropriately. It also makes sure that sufficient capacity is deployed 

during production for each mission critical application within the NGDC. Enterprise Architecture 

(EA) provides FSA stakeholders - senior managers, application leads, investment decision 

makers, with essential IT architecture information and tools, for use in evaluation and acquisition 

of new solutions. TAS provides IT engineering expertise to ensure technical solutions meet 

FSA's technical requirements, and represent industry best practices and implements FSA IT 

engineering processes that evaluate and improve design standards.

Other Core Student Aid Administration Systems: $65.2 million

National Student Loan Data System (NSLDS): $17.3 million

NSLDS maintains detailed administrative data on the provision of Title IV aid, such as the 

number of loans and grants made, and provides for the electronic exchange of data between 

program participants and the system. NSLDS collects and stores data from borrowers, schools, 

lenders, and guaranty agencies and integrates data on student aid applicants and recipients. 

The Department uses this comprehensive data to effectively administer the student loan and 

grant programs by preventing fraud and abuse through pre-screening and post-screening for 

Title IV aid eligibility, calculating statutory guaranty agency payments, and calculating higher 

education accountability measures. NSLDS data is integrated into the Enterprise Data 

Warehouse and Analytics project, which improves the Department’s portfolio management, 

policy analysis, and budget formulation capabilities. As part of FSA’s overarching strategy to 

maintain modern systems, the fiscal year 2019 request supports the operations and 

maintenance of the system and enhancements. The fiscal year 2019 request of $17.3 million is 

an increase of $4.6 million over the fiscal year 2018 Annualized CR level. 
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Financial Management System (FMS): $8.8 million

FMS consolidates and manages all financial transactions from FSA's feeder systems. FMS 

facilitates reconciliation and internal program management and reporting. The system tracks 

and manages payment processing for Federal Direct Loan originations and Pell Grant awards, 

and it processes refunds to borrowers for overpaid loans and payments to lenders and guaranty 

agencies. It also performs validations and reasonability checks to minimize erroneous 

payments. The fiscal year 2019 request supports the operations and maintenance of the 

system. The fiscal year 2019 request of $8.8 million is the same as the fiscal year 2018 

Annualized CR level.

Federal Student Aid Administration Interagency Agreements: $32.8 million

The Department enters into agreements with other Government agencies for the purpose of 

verifying Federal student aid eligibility and accessibility and providing services to simplify the aid 

process. Currently the Department has agreements with Department of Treasury, Internal 

Revenue Service, Social Security Administration, Department of Homeland Security, Health 

Resources and Services Administration, Government Printing Office, and Department of 

Commerce. 

The fiscal year 2019 request of $32.8 million is an increase of $20.8 million over the fiscal year 

2018 Annualized CR level. A net increase, $17.8 million, over the fiscal year 2018 Annualized 

CR is due to the recent agreement between FSA and IRS. FSA and IRS collaborate on a data 

retrieval tool, publicly known as the IRS Data Retrieval Tool or DRT, which retrieves specific tax 

return information for authenticated users of ED’s online FAFSA form (fafsa.gov) and the 

Income Driven Repayment plans (IDR) online applications. The tool provides users a 

convenient option to securely transfer encrypted tax return information to the online FAFSA form 

and or IDR applications. Information is shared with FSA, based on user authentication and 

consent via the online FAFSA form and IDR applications, and is specifically used for 

determining student eligibility for federal student aid and loan repayment options. Via a 

Memorandum of Understanding (MOU), FSA pays IRS for operations and management of the 

data retrieval tool for FAFSA and IDR applications, as well as for required IRS notices issued to 

users who successfully authenticate in the data retrieval tool and IRS customer service related 

to those notices. Costs for this tool are largely driven by the IRS notices and customer service 

(rather than the operations and management). It is estimated that FAFSA usage will account for 

approximately 60 percent of the required notices, and IDR applications usage will account for 

40 percent. FSA is committed to working with IRS to explore and implement alternate, more 

cost-effective ways of fulfilling the IRS notice requirements while maintaining consistency with 

NIST standards. The Budget also proposes to streamline the Department of Education’s ability 

to verify applicants’ income data which could reduce these notification costs among other 

improved cost efficiencies. 

Participation Management (PM): $3.7 million

Participation Management is FSA's central system for managing partner organization enrollment 

in FSA data exchange services. Virtually all schools, third-party servicers, guaranty agencies, 

Federal loan servicers, FSA External Partners, State Agencies, and other organizations must 
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use PM to enroll in services provided by FSA systems such as NSLDS, TIVODS, FMS, SAIG, 

AIMS, CPS, FAA Access, TPD and DMCS. Without PM, enrollment in FSA data services would 

be severely impaired as FSA's process for managing that access would become fragmented. 

The fiscal year 2019 request supports ongoing operations, maintenance, and customer support 

to manage collecting and integrating service enrollment information, and sharing that 

information in a timely manner across FSA systems. The fiscal year 2019 request of 

$3.7 million is an increase of $1.6 million over the fiscal year 2018 Annualized CR level.

OIG Fraud Referral: $1.0 million

The OIG Fraud Referral process streamlines FSA's receipt process to determine if fraudulent 

activities occurred and whether there was an appropriate resolution. This effort is fully 

responsive to OIG requests for coordination on these referrals.

In fiscal year 2019, funds will continue to provide annual contract support to maintain 

sustainable operations and will continue to advance data-driven analysis, outreach, and 

coordination of enhancements to FSA's control framework. The fiscal year 2019 request of 

$1.0 million is an increase of $618,000 over the fiscal year 2018 Annualized CR level.

EDExpress (EDE): $1.6 million 

Funding for this project is for the continued operation and maintenance of the EDE Suite 

(EDExpress and DL Tools) software tool provided by FSA to schools.

EDE Suite is a "school product" software suite provided to schools at no cost for their use in 

originating, disbursing, and packaging direct loans and grants for students. EDE Suite 

significantly eases the school's process of interacting with TIVODS to submit awards by 

automating most of the tasks involved in building the XML Common Record file that TIVODS 

requires for origination and disbursement of student aid. 

The EDE Suite also provides valuable reconciliation functionality to participating Title IV 

schools, allowing them to compare their internal organizational award databases against the 

TIVODS database for direct loan and grant awards, and identify discrepancies that require 

further attention. Without FSA's continued support for this product, schools would be forced to 

seek technical support from private market software products at additional cost, develop their

own products, or be unable to participate in Title IV programs due to their inability to submit 

records to TIVODS. The fiscal year 2019 request will support operations and maintenance of 

the system and contract recompete costs for the system. The fiscal year 2019 request of 

$1.6 million is an increase of $700,000 over the fiscal year 2018 Annualized CR level.

IT Security Initiatives: $45.6 million

FSA takes seriously the ongoing security threats to operations and the real risks of 

compromising borrowers’ personal information. In addition to verifying that security 
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requirements are being met in individual system and service contracts, FSA has specific 

initiatives to mitigate security risks.

Cybersecurity (CS) initiatives: $26.5 million

Cybersecurity (CS) initiatives mitigate current critical, high, and moderate vulnerabilities that 

affect FSA on an enterprise-wide scale. Instead of a single point solution or application-specific 

problems, CS initiatives fund remediation activities and enterprise solutions as indicated by 

industry best practices, DHS, and OIG audit findings. CS initiatives include implementing 

foundational security technologies that augment or add new capabilities to protect business 

functions such as loan servicing and delivery of grants and loans to students and institutes of 

higher education. These broad initiatives include reducing the types and numbers of insecure 

Internet connections from student to FSA systems, thus protecting the privacy and integrity of 

student financial and personal information.

FSA will continue to maintain the cyber security capabilities and services focused on the data 

centers and third party hosting providers. In addition to the efforts on identifying, preventing, 

detecting, protecting, and reacting services, the investment will focus on data protection and 

management across all systems using the capabilities delivered during fiscal years 2017 and 

2018. Additionally, in fiscal year 2019, corrective actions will be taken to address gaps in 

services and capabilities identified in fiscal year 2018; a key focus will be the systematic 

detection of fraud and insider threat activities. 

The fiscal year 2019 request of $26.5 million is an increase of $24.0 million over the fiscal year

2018 Annualized CR level. The increase in fiscal year 2019 will allow for both the continued 

monitoring of internal systems and the expansion of cybersecurity capabilities into existing 

vulnerability gaps, specifically external partner networks, systems, and end-user schools. This 

expansion constitutes a significant upgrade to the oversight capabilities of FSA IT security. This 

level of security technology allows for real-time identification and prevention of common hackers 

as well as detection and protection against more sophisticated state sponsored attackers and 

new zero-day attacks. 

Enterprise Identity Management System (EIMS): $7.3 million

Enterprise Identity Management Service (EIMS) enables authentication of FSA system users 

and provides access to FSA systems. EIMS is an umbrella initiative focused on improving the 

overall security posture of FSA systems, making identity management, permission and access 

management more efficient and secure for FSA systems, the 80,000 privileged users (ED, FSA 

and partners) and 76 million non-privileged users (students/borrowers). EIMS supports efforts 

to improve system security and meet dynamic changes to the Federal IT Security 

Requirements. Without EIMS, users (both privileged and non-privileged) would not be able to 

access systems securely. 

The EIMS initiative includes Person Authentication Service (PAS), Access and Identity 

Management System (AIMS), and Two-Factor Authentication (TFA). EIMS meets the FSA's 

business and technical requirements through these three main projects.
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Person Authentication Service (PAS): $5.2 million

PAS provides a secure identity and access management system for non-privileged users, who 

have access to only their own PII (i.e., parents, borrowers). PAS centralizes access, identity 

management functions, and permissions for non-privileged users and also provides a secure 

system that is integrated with the FSA security architecture. The fiscal year 2019 request 

supports ongoing operations and maintenance and development work for OIG monitoring and 

analyses, digital services changes, risk based authentication, security changes, and 

remediation. The fiscal year 2019 request of $5.2 million is the same as the fiscal year 2018 

Annualized CR level.

Access and Identity Management System (AIMS): $1.4 million

AIMS provides the FSA enterprise with enhanced sign-on capability and access control for web 

applications to privileged users, who have access to PII. AIMS allows for simplified logon and 

an integrated horizontal sign-on to multiple FSA applications, thereby, enforcing standardized 

security requirements such as identity, password complexity, and multi-factor authentication. 

Currently, there are 25 major and minor applications behind AIMS serving a population of 

approximately 80,000 users including FSA employees, postsecondary schools’ financial aid 

administrators, and call center staff. The fiscal year 2019 request supports ongoing operations 

and maintenance and development work for security changes and simplification of architecture.

The fiscal year 2019 request of $1.4 million is an increase of $222,000 over the fiscal year 2018 

Annualized CR level.

Two-Factor Authentication (TFA): $740,000

Homeland Security Presidential Directive 12 requires agencies to control access to their 

systems and data through the use of two-factor authentication (TFA). To meet this requirement, 

the Department of Education has implemented the TFA security protocol through which all 

authorized privileged users are required to use TFA to access Federal Student Aid systems via 

the Internet. TFA protects FSA systems that service a population of approximately 

80,000 users including FSA employees, postsecondary schools’ financial aid administrators, 

and call center staff. The fiscal year 2019 request supports ongoing operations and 

maintenance. The fiscal year 2019 request is an increase of $67,000 over the fiscal year 2018 

Annualized CR level.

System Security Authorizations (SSA): $7.9 million

SSA provides the basic security critical to ensure all FSA applications and general support 

systems are secured from malicious exploits and threats. Security authorizations and annual 

testing are mandated by the Federal Information Security Management Act and must be 

performed before new systems are launched or system upgrades are implemented. Continuous 

testing must be completed to maintain system security authorization. In addition, an official 

re-authorization is required every 3 years for 61 FSA systems.

The fiscal year 2019 request will continue to support ongoing operations and external support to 

protect FSA’s infrastructure and applications to ward off new threats and continue to defend 
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against previous known threats. The fiscal year 2019 request of $7.9 million is an increase of 

$2.2 million over the fiscal year 2018 Annualized CR level. 

Security Operations Center: $3.9 million

The Security Operations Center provides independent monitoring and analysis needed to 

protect the NGDC infrastructure, systems, and data from vulnerabilities. The Security Operation 

Center will automate the security sensors on approximately 1,500 servers housed at the NGDC 

and communicate real-time information regarding suspicious events. The real-time information 

enables FSA to react timely to suspicious activity and make timely reports to DHS.

In fiscal year 2019, FSA will continue to link external systems into the Security Operation Center 

to obtain a comprehensive evaluation of threats to FSA networks and data. The fiscal year 

2019 request of $3.9 million is an increase of $1.7 million over the fiscal year 2018 Annualized 

CR level.

Other: $51.1 million

The "Other" category includes projects aimed at supporting FSA's mission and projects 

administered by FSA. Costs in the "Other" category include conference management, 

compliance activities, Web site interfaces, human capital support, contract specialist support, 

travel, training, and other administrative expenses for Federal Student Aid. Additional projects 

in this category also support FSA's efforts to increase awareness of the availability of financial 

aid through targeted customer outreach and information dissemination; information sharing 

through enterprise business collaboration; the integrated student experience, which supports 

StudentAid.gov; and the Enterprise Data Warehouse Analytics (EDW&A). 

The EDW&A project is notable, because it centralizes FSA lifecycle data. EDW&A allows the 

Department to access timely, accurate, consistent, and repeatable data for improved analytics, 

insights, budgeting, and reporting; and allows FSA to responsibly expand data available for 

research without compromising the administration of the Federal student aid programs. In 

particular, EDW&A data are central to the Department’s efforts to improve the cost estimation of 

the federal student loan programs. The system is a critical tool that will allow the Department to 

respond to recommendations on how to improve the IDR plan modeling from Congressional 

staff, the Government Accountability Office, the Office of the Inspector General, and external 

policymakers. EDW&A offers the opportunity for significant return on investment via data-driven 

insights to improve program management, retire redundant systems, and alleviate strain 

currently placed on NSLDS and other operational systems. In fiscal year 2019, FSA plans to 

develop and expand dashboards and products including the Annual Risk Assessment; and 

conduct research on modeling efforts to further inform the management of the Title IV programs 

as well as identify potential cost savings. FSA also plans to expand and modernize the FSA 

Data Center and continue to augment EDW&A with new data sets as necessary to facilitate 

these efforts. The fiscal year 2019 request supports continual operations and maintenance and

development work. The fiscal year 2019 request of $7.4 million is an increase of $7.4 million 

over the 2018 Annualized CR level.
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Non-Federal Student Aid Support Activities

The SAA account supports activities in addition to the funds directly allocated to Federal 

Student Aid to manage student aid programs. The fiscal year 2019 request for non-Federal 

Student Aid activities is $133.7 million, $110.7 million in Overhead and $23.0 million in nonFederal Student Aid personnel compensation and benefits, a decrease of $6.1 million below the 

fiscal year 2018 Annualized CR level of $139.8 million. This request supports departmental 

support activities, such as central computer services and financial management systems 

operations, rent, legal and policy expertise, and other overhead. 

Rent payments to the General Services Administration for FSA-occupied space will total 

$19.5 million for fiscal year 2019, a decrease of $1.0 million below the fiscal year 2018

Annualized CR level.

Combined funding for central computer services and telecommunications will total $36.9 million 

in fiscal year 2019, a decrease of $849,000 below the fiscal year 2018 Annualized CR level. 

The Departmentwide financial management systems, which is supported by this account is 

$17.4 million a decrease of $4.1 million below the fiscal year 2018 Annualized CR level.

Other non-pay central support services including background investigations will total 

$27.1 million in fiscal year 2019, a decrease of $577,000, below $27.7 million in fiscal year 2018 

Annualized CR level.

Non-Federal Student Aid Full-Time Equivalent (FTE) Employment

The Department requests for SAA in fiscal year 2019 a total of 1,494 FTE, a decrease of 23 

FTE below the fiscal year 2018 Annualized CR level. In addition to 1,365 FSA full-time staff, the 

fiscal year 2019 request also provides $23.0 million for the salaries and benefits of 129 FTE 

outside FSA who perform student-aid related activities and are located in the Office of the Chief 

Financial Officer; Office of the Chief Information Officer; Office of the General Counsel; Office of 

Management; Office of Postsecondary Education; Office of Planning, Evaluation, and Policy 

Development, and the Office of the Under Secretary.

Student Loan Modeling Investment

One key investment managed by the Office of Planning, Evaluation, and Policy Development is 

the Student Loan Modeling investment. The fiscal year 2019 request is $2.2 million, a $636,000 

increase over the fiscal year 2018 Annualized CR level. The Student Loan Modeling investment 

provides support for developing cost estimates and budgetary impacts of student loan policies 

affecting the $1.4 trillion current portfolio. Given the magnitude of the portfolio, cost estimates of 

the student loan programs are vitally important. The Department of Education’s financial 

reporting, informed policy making, and effective monitoring of government borrowing by 

Treasury all rely on accurate cost estimates. This investment is critical for the projection of 

future cost estimates and will support 1) continued development of the microsimulation model, 

2) credit and modeling analysis, and 3) validation support for credit models.
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Microsimulation Model Development

In order to more accurately estimate student loan costs, to provide more detailed analysis of 

program effects, and better inform student loan policy, one of the major goals of this investment 

is to develop and implement a borrower-based microsimulation model. This model will consist 

of multiple components, most significantly the Servicer Emulator (which will process borrower 

and loan events to calculate cash flows) and the Event Generator (which will simulate borrower 

and loan events). Full development of this model is expected to be highly complex and rely on 

a combination of Department, interagency, and vendor support. 

• Servicer Emulator: The Department currently has an interagency agreement with the 

Department of Treasury to develop a borrower-based (i.e., microsimulation) cash flow 

model—the Servicer Emulator. The fiscal year 2019 request of $538,000, an increase of 

$12,000 over the fiscal year 2018 Annualized CR level, will be utilized to continue to 

fund this agreement. During fiscal year 2018, the focus is on continual testing of the 

Servicer Emulator, processing borrower and loan events in parallel with the inputs of the 

current cash flow model. Differences between the current model and the Servicer 

Emulator will be reconciled, explained, and validated. Functionality will also be added to 

address rehabilitated loans. In fiscal year 2019, the focus will be to finalize testing, with 

a goal of operationalizing the Servicer Emulator for the fiscal year 2020 President’s 

Budget cycle.

Credit and Modeling Analysis

The Department has engaged contractor support to address various credit, modeling, and 

documentation needs, as well as continued support of the current cash flow model. For 

example, during fiscal year 2018, vendor support will be used to analyze the budgetary effects 

of income recertification in Direct Student Loans, which addresses a GAO recommendation. In 

fiscal year 2019, a major focus will be on development of the Event Generator, which will 

provide a comprehensive model for simulating borrower and loan events. Initial development 

planning for the event generator will begin in fiscal year 2018. In both fiscal years 2018 and 

2019, vendor support will also be provided to maintain the current cash flow model as well as 

assist in preparation and support of the Agency Financial Report. The fiscal year 2019 request 

for these activities is $850,000, an increase of $600,000 over the fiscal year 2018 Annualized 

CR level.

Validation Support for Credit Models

Independent model validation was included as a key recommendation in the Independent 

Auditor’s Report on the Department’s 2016 Agency Financial Report. A robust validation 

program is also central to identifying and mitigating model risk. The fiscal year 2019 request, 

$848,000, is an increase of $24,000 over the fiscal year 2018 Annualized CR level. This 

request will help validate the Department’s credit models.
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System Application Matrix

The two system matrixes, shown in the charts below, illustrate the interdependencies between 

the major student aid system applications for the core business functions and the end user. The 

first chart shows each system application, its projected costs for fiscal years 2018 and 2019, 

and core business functions supported by each system application. The second chart shows 

the interdependencies between all system applications and the four end users: schools, 

students, financial partners, and the Department of Education.

System Applications and Core Business Functions Interdependencies

System Application

2018

Annualized 

CR Cost 

(dollars in 

millions) footnote

2019

Request

Cost 

(dollars in 

millions) footnote

Student Aid 

Application 

Processing

Origination 

and 

Disbursement

Student 

Loan 

Servicing

Loan Servicing $933.7 $1,010.0 No X X

Title IV Origination and 

Disbursement System 103.4 120.7 X X X

Application and Eligibility 

Determination System; FSA 

Customer Contact Center; and

Feedback and Ombudsman 

System and Call Center 48.3 67.61 X X No

Next Generation Data Center 37.01 50.2 X X X

Enterprise Software Licenses 18.0 20.0 X X X

National Student Loan Data 

System 12.7 17.31 X X X

Financial Management System 8.8 8.8 No X

Total Discretionary Costs 1,161.9 1,294.6 No No No

 1 Amount includes reengineering and recompete efforts.
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Systems Applications and End Users

System Application School Student

Financial 

Partners 

Department 

of Education

Loan Servicing X X X X

Title IV Origination and Disbursement 

System X X No X

Application and Eligibility 

Determination System X X No X

Next Generation Data Center No No No X

Enterprise Software Licenses No No xo X

National Student Loan Data System X X X X

Financial Management System No X X

Note: Financial Partners include lenders and guaranty agencies.
STUDENT AID ADMINISTRATION

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Major SAA Contracts

The following tables provide a list of Student Aid Administration contracts in fiscal years 2018

and 2019:

Contracts: Loan Servicing

Description: Servicing and consolidation of direct student loans, Perkins 

loans, TEACH grants, servicing FFEL loans, and defaulted 

loans

FY 18 Annualized CR Level: $ 933.7 million

FY 19 Request: $ 1,010.0 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

PHEAA Harrisburg, PA*

Chester, PA

Mechanicsburg, PA

Pittsburgh, PA

State College, PA

Great Lakes Education Loan Services 

Inc.

Madison, WI*

Eagan, MN

Aberdeen, SD

Plano, TX

Boscobel, WI

Eau Claire, WI

Stevens, Point, WI

Rocky Hill, CT

Nelnet Servicing LLC Lincoln, NE*

Aurora, CO

Highlands Ranch, CO

Omaha, NE

Houston, TX

Boise, ID

Navient Wilmington, DE*

Reston, VA

Fishers, IN

Muncie, IN

Newark, DE

Wilkes-Barre, PA

Missouri Higher Education Loan 

Authority

Chesterfield, MO*

Columbia, MO

Washington, DC

HESC/EdFinancial Knoxville, TN*

North Charleston, SC

Mansfield, OH
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Vendor Vendor Locations

Mechanicsburg, PA

Rose Hill, KS

Cornerstone Salt Lake City, UT*

New Hampshire Higher Education 

Corporation (Granite State)

Concord, NH*

Oklahoma Student Loan Authority Oklahoma City, OK*

Maximus Federal Services, Inc. Reston, VA*

Frederick, MD

Educational Computer Systems Warrendale, PA*

Coraopolis, PA

Pittsburg, PA

Contract: Title IV Origination and Disbursement System (TIVODS)

Description: Disbursement of Pell Grants and Direct Loans

FY 18 Annualized CR Level: $ 103.4 million

FY 19 Request: $ 120.7 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

Accenture LLP Arlington, VA* 

Columbus, GA 

Monticello, KY

Niagara Falls, NY 

Piscataway, NJ

San Antonio, TX

Washington, DC
STUDENT AID ADMINISTRATION

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Contracts: Application and Eligibility Determination System (AEDS); 

FSA Customer Contact Center; and the FSA Feedback 

and Ombudsman System

Description: Integration of application processing, aid awareness, and 

eligibility determination; call center services; and FSA 

Feedback and Ombudsman System operations

FY 18 Annualized CR Level: $ 48.3 million

FY 19 Request: $ 67.6 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

General Dynamics One Source Fairfax, VA*

Coralville, IA

Lawrence, KS

Washington, DC

Montgomery, AL

Herndon, VA

Broomfield, CO

Rockville, MD

Hattiesburg, MS

Westminster, CO

Senture London, KY*

Monticello, KY

Enterprise Services, LLC Montgomery, AL

El Paso, TX

London, KY

Monticello, KY

Hattiesburg, MS
STUDENT AID ADMINISTRATION

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Contract: Next Generation Data Center

Description: Data center for student financial aid systems

FY 18 Annualized CR Level: $ 37.0 million

FY 19 Request: $ 50.2 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

DXC Enterprise Services Herndon, VA*

Plano, TX

Boise, ID

Clarksville, VA

Colorado Springs, CO

Washington, DC

Contract: Enterprise Software Licensing

Description: Maintenance for software licenses for Financial 

Management System and database operations

FY 18 Annualized CR Level: $ 18.0 million

FY 19 Request: $ 20.0 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

Various Various
STUDENT AID ADMINISTRATION

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Contract: National Student Loan Data System

Description: Loan-level database to verify student eligibility, calculate 

institutional default rates, pay guaranty agency fees, track 

enrollment for loan servicing, and support credit reform 

accounting

FY 18 Annualized CR Level: $ 12.7 million

FY 19 Request: $ 17.3 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

Briefcase Systems Development, Inc. Arlington, VA*

Coralville, IA

Venice, FL

Lawrence, KS

Contract: Financial Management System

Description: Accounting system for transactions

FY 18 Annualized CR Level: $ 8.8 million

FY 19 Request: $ 8.8 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

Avineon, Inc. McLean, VA*

Washington, DC

Contract: System Security Authorization

Description: Basic security for all FSA applications and general support 

systems

FY 18 Annualized CR Level: $ 5.7 million

FY 19 Request: $ 7.9 million

Vendors: *denotes vendor headquarters for loan servicers

Vendor Vendor Locations

Blue Canopy Reston, VA
STUDENT AID ADMINISTRATION

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PROGRAM PERFORMANCE INFORMATION

Performance Measures

This section presents selected program performance information, including, for example, GPRA 

goals, objectives, measures, and performance targets and data; and an assessment of the 

progress made toward achieving program results. At the beginning of fiscal year 2016, Federal 

Student Aid (FSA) released its current strategic plan, Federal Student Aid: Strategic Plan, Fiscal 

Years 2015–19 which described the organization’s current goals and objectives. FSA’s 

performance indicators were updated this year to account for improvements in data collection 

and analysis that allowed for more accurate and better-aligned metrics. 

Strategic Goal A: Improve quality of service for customers across the entire student aid 

life cycle.

Measure: Percent of first-time FAFSA filers among high school seniors.

Year Target Actual

2014 58.8%–60.8% 60.1%

2015 59.1–61.1 60.5

2016 59.5–61.5 57.557.

2017 56.5–58.5 60.2.600.D

2018 66.4–68.4

2019 TBD

Note: The methodology for calculating this metric is changing in fiscal year 2018 to account for the fact that many 

high school seniors are 19 years of age. The previous methodology was undercounting high school seniors, since it 

was based on an age of 18 years.

Additional information: FSA met its target for this metric with a result of 60.2 percent.

FSA provides a weekly update of total FAFSAs filed for every high school in the United States 

with five or more FAFSAs completed. Schools use these data to increase their FAFSA 

completion rates. Combined with awareness and outreach efforts, the result is an increase in 

the number of high school seniors who file a FAFSA. 

The denominator is the number of graduating high school seniors according to the most recent 

projection by National Center for Education Statistics. The numerator is based on the number 

of applications for first-time filers during the first nine months of the application cycle that are, as 

of September 30 of the first year of the application cycle, complete (not rejected). First-time 

filers are defined as incoming freshmen, with or without previous college attendance; age 18 or 

less as of June 30 of the first year of the application cycle; reporting high school diploma 

attainment; and attended a high school in the 50 states and Washington D.C.
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Measure: Persistence among first-time filing aid recipients.

Year Target Actual

2014 77.5–79.5% 79.6%

2015 78.6–80.6 79.5

2016 78.5–80.5 79.7

2017 78.7–80.7 82.6

2018 81.6–83.6

2019 TBD

Additional information: FSA met its target for this metric with a result of 82.6 percent. Moving 

the FAFSA start date back three months (from January 1st to October 1st) provided more time for 

federal student aid recipients to file a renewal FAFSA. The increased time—provided by the 

expanded FAFSA calendar—resulted in more first-time filers returning to file a FAFSA for their 

next school year.

Measure: Customer visits to StudentAid.gov.

Year Target Actual

2014 > =30.7 million 32.7 million

2015 > =32.7 43.3 

2016 > =43.4 47.2 

2017 > =43.3 4 44.3.3

2018 > =43.3

2019 TBD

Additional information: FSA continued to exceed its target for this metric again in fiscal year

2017 with a result of 44.3 million customer visits. FSA’s performance on this metric is a 

testament to the success of its effort to consolidate disparate sites and systems into a single, 

integrated student experience. Since its launch in 2012, StudentAid.gov has evolved into FSA’s 

primary information interface for federal student aid tools, resources, and services.
STUDENT AID ADMINISTRATION

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Measure: Social media channel subscribership.

Year Target Actual

2014 >= 296,000 subscribers 368,042

2015 >=368,000 454,066

2016 >= 454,000 528,251

2017 >= 500,000 584,241

2018 >= 590,000

2019 TBD

Additional information: FSA exceeded its target with more than 584,000 subscribers. FSA 

greatly exceeded its target on this metric for the fourth year in a row, with subscribers to FSA’s 

Facebook, Twitter, and YouTube social media channels. Fiscal year 2017 results indicate an 

11 percent increase compared to fiscal year 2016. 

In today’s information age, digital media techniques are becoming increasingly critical for

effective customer engagement. Within the past several years, FSA has aggressively leveraged 

social media tools to drive awareness, uncover insights, engage and interact with students and 

borrowers, and drive traffic to FSA’s websites. This metric helps track FSA’s progress in this 

domain.

Measure: Customer service level of American Customer Satisfaction Index for entire aid 

lifecycle (1–100 Scale).

Year Target Actual

2014 Prior to revised metric

2015 Prior to revised metric

2016 Prior to revised metric

2017 69.4–71.4 69.9

2018 68.9–70.9

2019 TBD

Additional information: FSA meet its target for this metric with a result of 69.9. Due to 

budgetary constraints during fiscal year 2017, FSA discontinued the in-school survey and 

reduced the frequency of the borrower survey from four times per year to two times per year. 

To adjust for these limitations, FSA modified weightings for each component of this metric. 

Shifts in weighting and other calculation changes resulted in fiscal year 2017 scores that are 

fundamentally different from those derived from previous years. As a proxy for comparison 

purposes, FSA calculated alternative fiscal year 2016 results adjusted to more closely reflect the 

changes in the methodology impacting this metric in fiscal year 2017. For comparative 

purposes, only FSA’s simulated result for fiscal year 2016 using the adjusted weightings equals 

70.0. 
STUDENT AID ADMINISTRATION

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Strategic Goal B: Proactively manage the student aid portfolio to mitigate risk.

Measure: Improper Payment Rate.

Year Target Actual

2014 Prior to revised metric

2015 1.65% 2.38%

2016 N/A 4.85

2017 4.85 4.97

2018 4.97

2019 TBD

Additional information: FSA did not meet its target for this metric with a blended improper 

rate for the Direct Loan and Pell Grant programs of 4.97 percent. The Improper Payment Rate 

metric is a single ‘blended’ rate that divides aggregated estimated improper payments for all 

programs identified as risk-susceptible for that year by aggregated estimated program outlays. 

In fiscal year 2015 and fiscal year 2016, FSA identified the Pell Grant and Direct loan programs 

as risk-susceptible. FSA convened a working group in 2016 with OIG and OMB participating in 

an advisory capacity to identify, evaluate, and implement improvements to the baseline 

estimation methodology to address improper payment risks not previously incorporated. 

The underlying improper payment estimates were calculated using an alternative methodology. 

The increase in the improper payment estimates falls within the margin of error associated with 

these estimates. Although FSA strives for zero improper payments, there continue to be 

improper payments. In designing controls, FSA must strike the right balance between providing 

timely and accurate payments to grant recipients and students, while at the same time ensuring 

that controls are not too costly and burdensome to students and schools. Additionally, FSA 

must rely on controls established by intermediaries, such as schools, who make payments to 

students on behalf of FSA. In 2017, over 96 percent of the estimated improper payments were 

a result of administrative or process errors made by other parties. FSA continues to assess 

risks associated with improper payments and establish effective internal controls designed to 

prevent, detect, reduce, and recover improper payments. The Budget also proposes to 

streamline the Department’s ability to verify student aid applicants’ income data, which would 

reduce improper payments deriving from misreported income on the FAFSA. 

Other information: 

The FY 2015 improper payment target and actual rates reported in the table above reflect the 

corrected improper payment rates for FY 2015 as determined by the FY 2015 IPERA 

Compliance Audit Report published by the Office of Inspector General (OIG) May 10, 2016. 

The corrected improper payment rates are prepared in accordance with the alternative sampling 

and estimation methodology approved by OMB as of October 20, 2015. The rate reported in 

FSA’s FY 2015 Annual Report was 1.44 percent.

At the time fiscal year 2016 targets were set, it was known that the estimation methodology 

would change to address improper payment risks not previously incorporated, but not the 

impact. Accordingly, no target was set for this measure for fiscal year 2016.
STUDENT AID ADMINISTRATION

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During fiscal year 2017, FSA made several updates to its OMB-approved alternative estimation 

methodology with the intent of mitigating known limitations of the methodology, specifically the 

relative imprecision and inherent volatility when compared to statistically valid methodologies. 

For example, schools and student samples were grouped into two rather than three strata. 

Despite these improvements, the estimates remain imprecise and volatile. The potential exists 

for a single school or student-level improper payment finding, particularly at lower-risk schools, 

to significantly influence the improper payment estimates. FSA continues to coordinate with 

OMB to identify other opportunities to revise the methodology to address the imprecision and 

volatility of the estimates. 

Measure: Percent of borrowers >90 days delinquent.

Year Target Actual

2014 Prior to revised metric

2015 10.4% 9.8%

2016 9.9 8.8

2017 7.4 8.33

2018 8.18

2019 TBD

Additional information: FSA did not meet its target with a result of 8.3 percent. During the 

prolonged continuing resolution, the Department discontinued an incentive program under which 

loan servicers received quarterly payments for improved performance in reducing 

delinquencies. This change affected FSA’s ability to meet its fiscal year 2017 loan delinquency 

rate target. 

The borrower delinquency rate is defined as the average number of borrowers each year who 

are 91–270 days delinquent in the year ending June 30, divided by the average number of 

borrowers in repayment for the year (does not include in-school or in-grace loan statuses).

Strategic Goal C: Improve operational efficiency and flexibility.

Measure: Aid Delivery Cost per Application.

Year Target Actual

2014 $11.94 $11.43

2015 12.28 10.73

2016 13.11 11.53

2017 11.46 10.68

2018 12.16

2019 TBD

Additional information: FSA met its target for this metric with a result of $10.68. One of the 

drivers for FSA’s success in meeting this metric was because FSA ID call center costs 

associated with the online FAFSA were $8 million less than forecasted. Though the target 

assumed the call center would primarily support calls related to the online FAFSA, analysis of 

the actual call center utilized (based on FSA ID successful registrations and authentications 
STUDENT AID ADMINISTRATION

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revealed significant support for other IT investments, such as StudentLoans.gov and the 

National Student Loan Data System (NSLDS)). 

Data for this measure is derived from FSA’s Activity Based Costing model, which is updated on 

a quarterly basis, and reconciled to FSA’s Statement of Net Cost, ensuring all costs assigned to 

FSA are included in the cost model. The FAFSA volumes are derived from the Central 

Processing System, FSA’s system for processing student aid applications. 

Measure: Outstanding Direct Loan Portfolio in Current Repayment Status.

Year Target Actual

2014 Prior to revised metric

2015 Prior to revised metric

2016 85.3% 85.4%

2017 84.9%–85.9 85.7

2018 85.0%–86.0

2019 TBD

Additional information: FSA met its target for this metric with a result of 85.7 percent.

FSA has taken a number of steps over the past few years to create incentives for federal loan 

servicers to help borrowers understand their repayment options and other benefits in order to 

successfully manage their student loan debt more effectively. It has conducted outreach to 

borrowers to increase awareness of income-based repayment plans. FSA believes the results 

related to this metric reflect the success of these efforts. 

This metric is calculated using the Direct Loan Portfolio by Delinquency Status Report published 

on the FSA Data Center using data provided by NSLDS. It is the outstanding principal and 

interest balance of “current” Direct Loans in the active repayment status divided by the total 

principal and interest balance of Direct Loans in active repayment status at the non-default 

servicers. The metric result is computed as a four-quarter moving average as of September 30 

of the current fiscal year. This allows FSA to account for changes relating to seasonality and 

indirect factors that could be false indicators of change. 
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Strategic Goal D: Foster trust and collaboration among stakeholders.

Measure: Ease of Doing Business with FSA (1–100 Scale).

Year Target Actual

2014 73.0–75.0 77.0

2015 75.9–77.9 75.8

2016 74.3–77.3 72.3.

2017 71.3–73.3 73.4.4

2018 71.9–74.9

2019 TBD

Additional information: FSA met its target for this metric with a result of 73.4. Funding 

impacted FSA’s ability to conduct this survey as frequently as in fiscal year 2017. In past years, 

the survey was conducted biannually, in the fall and spring, and the scores were averaged for a 

single performance metric score. In fiscal year 2017, the survey was only administered once,

during the summer.

Measure: Percentage of contract dollars competed by FSA.

Year Target Actual

2014 85.3–87.3% 88.7%

2015 87.7–89.7 90.3

2016 89.3–91.3 92.9

2017 89.3–91.3 95 95.2

2018 89.3–91.3

2019 TBD

Additional information: FSA exceeded this metric with a final score of 95.2 percent. FSA 

exceeding the target for this performance metric in fiscal year 2017 is the result of FSA’s 

commitment to competitively award a high percentage of contract dollars each year, driving 

value for taxpayers through a competitive acquisition process.
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Measure: Collection Rate (non-default and default).

Year Target Actual

2014 $45.65 $35.90

2015 36.56 51.58

2016 51.79 53.07

2017 51.68 59.69

2018 59.24

2019 TBD

Additional information: FSA met its target for this metric with a result of $59.69. FSA 

exceeded the target for this metric in fiscal year 2017, because collections from servicing and 

default were 11.9 percent higher than forecasted. In addition, loan servicing costs were 

primarily lower than the forecast due to a delay of $15.7 million in contract re-compete costs, 

while debt collection costs were considerably lower than forecasted due to level spending on the 

default collection management system operations and maintenance instead of an anticipated

9.2 percent increase. 

Collections are defined as the total amount of principal collected on both current and defaulted 

debt during the 12-month period ending June 30th of each year. Costs include the total direct 

costs calculated for loan servicing plus debt collections for the same period using FSA’s Activity 

Based Costing process. The cost data are derived from FSA’s Activity-Based Costing model 

(Default Collections and Loan Servicing) and Private Collection Agency spending. A program 

from the general ledger captured the amount of collections and repayment.

Strategic Goal E: Strengthen Federal Student Aid’s performance culture and become 

one of the best places to work in the Federal Government.

Measure: FSA Employee Engagement Index (Subset of Questions from Governmentwide 

Employee Viewpoint Survey)—Percentage of positive responses to survey.

Year Target Actual

2014 >=64.2% 67.7%

2015 66.7–68.7 67.9

2016 66.9–68.9 67.4

2017 65.4–69.4 69.7

2018 67.7–72.7

2019 TBD

Additional information: FSA met its target with a result of 69.7 percent. In fiscal year 2017, 

FSA’s employee engagement team coordinated with business units to deliver meaningful 

programs (under the FSA First Class initiative) designed to (1) increase employees’ awareness 

of FSA’s mission and priorities, (2) help employees map their own work to the organization’s 

mission, and (3) increase employees knowledge about other areas within FSA outside of their 

own business unit. Implementing strategic initiatives directly led to an increase in the positive 

responses associated with the Employee Engagement Index (EEI) questions. The fiscal year 

2017 result is the highest percentage of positive responses for the Employee Engagement 

Index (EEI-15 question subset) within the Federal Employment Viewpoint Survey (FEVS) that 
STUDENT AID ADMINISTRATION

Y-45

FSA has ever received. Fourteen out of the 15 questions within the EEI increased in positive 

response, increasing the total index score by 2.3 percentage points since 2016. Similarly, FSA 

had 47 questions (inclusive of the EEI) within the FEVS increase in their percentage of positive 

responses between fiscal year 2016 and fiscal year 2017. 
STUDENT AID ADMINISTRATION

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Organization Chart