Federal Student Aid (FSA) has one of the largest consumer loan portfolios in the country (over $1.3 trillion). It is critical that we provide a customer experience that is on par with world-class financial services firms and establish our organization as one of the most trusted brands in the student aid industry. The Next Generation Financial Services Environment (Next Gen FSA) will enable FSA to realize this vision by modernizing the way we connect with our customers, while streamlining our student aid systems and processes.
Service design artifacts to support
Customer Experience planning and change management.
Each agency generates operational data;
including web traffic and customer feedback.
View CX Feedback Data
Digital Analytics Data
During this quarter,
the HISP collected feedback under a PRA clearance
that does not all for public disclosure.
HISPs are required to establish the new A-11 Section 280 generic clearance
that allows for public reporting by October 1, 2020.
This HISP is collecting customer feedback under the Fast Track clearance process of the PRA and so it cannot be shared publicly at this time.