Federal Student Aid

FY 2008 Annual Performance Plan - OMB

Objectives

TARGET COMPLETION DATE

and Technology Solution Initiatives

FY 2008 PROJECT NUMBER

6 - Ongoing Operational Initiatives

1- Federal Student Aid Systems

5 - Improve Products
Capital Management
FSA PRIORITY

2 - Improve Program

4 - Improve Human
START DATE

3 - Reduce Cost

and Services
Integration

Integrity
ACTION ITEMS RESP AREA RESP PERS BUSINESS NEED SUCCESS MEASURES

TIER 1 - ANNUAL ACTIVITIES

12.1 Provide high quality information,
research and informal problem
resolution services to student aid
recipients and other participants in
student aid programs.
COO - Wiley The office’s statutory mandate is to attempt
Ombud informal resolution of student aid complaints,
provide public outreach, evaluate activities and
effectiveness, and compile and analyze data on
borrower complaints and make appropriate
recommendations.
-Conduct weekly surveys of customer 10/1/07 9/30/08 X X X X
satisfaction with research and general
assistance cases, maintaining an average score
of 4.0 on a scale of 1 – 5, with 5 being the
highest score.
-Distribute information to Federal Student Aid
offices and industry partners about
ombudsman functions, availability and level of
activity on no less than a quarterly basis.
-Increase outreach initiatives and activities to
internal/external partners by 10% to build
collaborative relationships (e.g. Participate
fully in the emerging Student Loan
Ombudsman Caucus

1
11/27/07