Also the technical reference emphasized changes but there are some schools whose basic system is set up incorrectly. The technical reference needs to be improved to cover a broader spectrum. LC receives questions about the Web consolidation application, reduced interest rate deadline, and processing timelines. LC has become smarter in their processing. But borrowers still want to talk to real people.
Frontline employees respond to the vast majority of calls for all contractors.
The PIC correspondence group has technical writers and subject matter experts on the team. There is no escalation. They call ED for help when a guarantee agency or lender does not respond. They also work closely with ED on politically sensitive letters. But much of this service is really out of scope and they always have a question about how far to go with the customer.