Next Gen Digital and Customer Care (DCC)
Investment ID: 018-000000200
Overview
Program Title
Next Gen Digital and Customer Care (DCC)
Description
The scope of the Next Gen Digital and Customer Care (DCC) investment includes: Customer Journey (service design), Implementation, and Continuous Improvement; Digital Platform; Customer Relationship Management (CRM); Contact Center Technical Backbone; Command Center; Digital Marketing; Customer Outreach and Communications; Workflow Management; and other enabling technologies and services for enterprise integration. Next Gen DCC is an integral part of the Next Generation vision as FSA migrates away from paper-driven, manual processes to electronic, streamlined and automated solutions. It will provide workflow tools and solutions for all other components of FSA Next Gen, and will provide a command center, technical backbone, and training for the Business Process Operations (BPO) vendors.
Type of Program
Major IT Investments
Multi-Agency Category
Not Applicable
Associated Websites
StudentAid.gov
Investment Detail
The Next Gen DCC investment has the following goals:
- Provide a world-class customer experience throughout the student financial aid lifecycle.
- Improve its operational flexibility by creating an environment that can efficiently and effectively integrate new and existing capabilities and features, continuously improve and innovate, and adjust to stay in compliance with changing Federal rules, regulations, and law
- Drive greater operational efficiency; reduce complexity; improve the and innovate, and adjust to stay in compliance with changing Federal rules, regulations, and law
- Drive greater operational efficiency; reduce complexity; improve the stability, resiliency, enterprise risk management, and cybersecurity of its systems; and ensure effective and efficient use of taxpayer dollars
- Improved customer outcomes (e.g., increased customer satisfaction scores)
Outcomes
The Next Gen DCC investment will measure its success in how well the contract meets the goals of Next Gen, including the improvement of customer outcomes.
Benefits Realization Strategy
To assist in tracking progress toward Next Gen goals, the Next Gen DCC investment's project management team is proactively managing and collecting data to ensure that appropriate performance metrics are regularly monitored. The following are key outcomes that will be monitored on a quarterly basis:
- Goal - World Class Customer Experience - Outcomes - Customer Satisfaction; Digital Enablement; and Complaint Volume
- Goal - Operational Flexibility - Outcome - Automated Testing
- Goal - Operational Efficiency - Outcomes - Paper Handling and Processing; and Agent-Assisted Contact Center Interactions
- Goal - Improvements in Customer Outcomes - Outcomes - Auto Debit Enrollment; Application Completion Times; and Application Rejection Rates
FSA intends to accomplish these goals by deploying a new technical and operational architecture that will provide an efficient and effective customer (i.e., student, parent, borrower) and partner (e.g., schools) experience across the entire life cycle of student financing, including both enterprise-wide solutions and solutions specifically for student financing processing and servicing.
- Provide a world-class customer experience throughout the student financial aid lifecycle.
- Improve its operational flexibility by creating an environment that can efficiently and effectively integrate new and existing capabilities and features, continuously improve and innovate, and adjust to stay in compliance with changing Federal rules, regulations, and law
- Drive greater operational efficiency; reduce complexity; improve the and innovate, and adjust to stay in compliance with changing Federal rules, regulations, and law
- Drive greater operational efficiency; reduce complexity; improve the stability, resiliency, enterprise risk management, and cybersecurity of its systems; and ensure effective and efficient use of taxpayer dollars
- Improved customer outcomes (e.g., increased customer satisfaction scores)
Outcomes
The Next Gen DCC investment will measure its success in how well the contract meets the goals of Next Gen, including the improvement of customer outcomes.
Benefits Realization Strategy
To assist in tracking progress toward Next Gen goals, the Next Gen DCC investment's project management team is proactively managing and collecting data to ensure that appropriate performance metrics are regularly monitored. The following are key outcomes that will be monitored on a quarterly basis:
- Goal - World Class Customer Experience - Outcomes - Customer Satisfaction; Digital Enablement; and Complaint Volume
- Goal - Operational Flexibility - Outcome - Automated Testing
- Goal - Operational Efficiency - Outcomes - Paper Handling and Processing; and Agent-Assisted Contact Center Interactions
- Goal - Improvements in Customer Outcomes - Outcomes - Auto Debit Enrollment; Application Completion Times; and Application Rejection Rates
FSA intends to accomplish these goals by deploying a new technical and operational architecture that will provide an efficient and effective customer (i.e., student, parent, borrower) and partner (e.g., schools) experience across the entire life cycle of student financing, including both enterprise-wide solutions and solutions specifically for student financing processing and servicing.