Dep. of Education FSA DMCS Re-Compete - MRAS

The U.S. Department of Education's Office of Federal Student Aid (FSA) is seeking a contractor to operate and maintain the Debt Management and Collection System (DMCS). The DMCS is responsible for managing defaulted student loans and grant overpayment debts, which currently consist of approximately 7 million debtors worth $145 billion. The contractor will be responsible for operating and maintaining the DMCS, as well as a telephony system and website for debtors to access their accounts. They will also conduct software development to modify and enhance the DMCS software, manage file exchanges with external partners, operate an intake and facility for mail and loan assignment packages, provide a help desk, manage user access privileges, provide fulfillment capabilities for mailing standardized system notices, perform suspense research and resolution, operate the DMCS Command Center, monitor legal and regulatory changes, and provide compliance support.

The contract will have a base period of 24 months with eight one-year options. The place of performance for the contract services will be determined by the DMCS contractor in meeting contract performance objectives. The DMCS technology platform is a customized version of C&R Debt Manager™ hosted in AWS. FSA is moving towards a unified cloud platform that provides common services to all application systems. The contractor will need to align their proposed solutions and services with this vision.

The historical volumes for the DMCS portfolio include approximately 7 million debtors with processing volumes such as outbound calls (approximately 4 million), inbound calls (approximately 2 million), written inquiries (approximately 1 million), discharge determinations (approximately 100,000), refunds (approximately 500,000), consumer dispute verifications (approximately 100,000), and more.

Overall, this opportunity presents a comprehensive scope of work for a contractor to operate and maintain the DMCS system and provide various support services related to debt management and collection activities.