At the front end of delivery. If the regulations and procedures are written in a certain way, say, allowing them to hold money longer, then they will. At the back end of delivery. Students are having problems with the way their payments are recorded.
People are happy with the efforts that have been made to simplify federal student aid forms.
Electronic links and web sites sponsored by ED are good, but probably used only by middle and upper class borrowers. It would serve as a great training tool and would provide excellent customer service to borrowers. It might take a whole new staff or organization to serve the role of Ombudsmen. This person should not report to the COO to assure an independent voice. The discharge certification loans - eliminate the backlog.