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Department of Education  Education seal

Improve Borrowers’ Access to Quality Customer Service

Goal Leader:

Photo Placeholder John Kane, Acting Deputy Chief Operating Officer, Federal Student Aid (FSA)

Deputy Goal Leader: Diane Jones, Principal Deputy Under Secretary, Delegated the Duties of Under Secretary and Assistant Secretary for Postsecondary Education (OPE)


Goal Statement: By September 30, 2019, Federal Student Aid will improve customers’ access to and availability of quality customer service by decreasing the overall average speed of answer to 60 seconds or less, decreasing abandoned rates to three percent or less and requiring all non-default federal student loan servicers to expand and standardize call center hours.

Goal Action Plans & Progress Updates