Outsourcing the Financial Aid Verification and C-Code Process

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Presentation transcript:

Outsourcing the Financial Aid Verification and C-Code Process

Agenda Who we are What we did Why we did it Process Flow Results Questions

Who we are Pam Shuttlesworth District Director for Advising and Communications 30 years Financial Aid Experience 87,000 students systemwide DataTel Student Information System Carolyn J. Jones Financial Aid/VA Technical Coordinator 16 years experience In charge of all technical issues except Loan program Computer system is Banner 8.12 Enrollment is 45,000 with 25,000 financial aid applicants Justin Allen Account Executive Assist Institutions with deployment and continuous process improvement

What we did

What we did Redesign FA Document Process Re-design student document submission process to make it more intuitive. Create paperless verification worksheet and c-code document submission process, driven by student. Better for student Better for College staff Better for cycle times, errors, and student accountability Student can submit documents online Upload Camera phone Fax barcode

What we did Shared Service Center for File Review Federal Title IV is a standardized process Ensure consistency of processing across campus = Ensure compliance Ensure consistent student experience Leverage economies of scale Reduce need for hiring, staffing, retaining and training at each College Leverage centralized people, process and technology Colleges retain control of special cases, escalations, etc. Outsourced process to Global FAS

Why we did it

Why we did it DCCCD Collin College Application Growth Pell Awards 58,503 total FA applications received for 2009-10 92% increase over 2007-08 Pell Awards $69 million in Federal Pell awards paid for 2009-10 84% increase over 2008-09 Staff Staffing resources are not growing at a fast enough rate to manage application growth Application Growth 18,047 total FA applications received for 2009-10 85% increase over 2007-08 Pell Awards $17 million in Federal Pell awards paid for 2009-10 127% increase over 2008-09 Staff Staffing resources are not growing at a fast enough rate to manage application growth

Why we did it Regulatory Changes/Economic Factors Student Experience Percentage of applications selected for verification is increasing faster than total volume increase (approximately 55%, up from about 45% average for several years) Increasing complexity of Pell regulations has decreased the ability to program automation Increasing diversity between state and federal general eligibility criteria Student Experience 6-8 week file review backlog becoming norm - creating problems for tuition loss, student service and negative impact to College staff Not intuitive process for students File review paperwork is dropped off, sits in piles and has to be imaged, then manipulated and re-printed in another system eConnect/MIL letter disconnect with File Review MIL letters only every 30 days

Process Flow

Centralized File Review ISIR Data File sent Email sent to student Student online portal -Automated -Electronic -Paperless File Review Speed/Accuracy/Compliance Review Team works with student to completion Verification Completed Student File sent back for upload Student File placed back into Award process

Student Log In

Student Home Page

Verification Worksheet

Global Admin

Results

Results Student Experience Awards Speed Paperless Online First student verified on day 1 Awards 10,000 more students awarded in Dallas Speed Files reviewed in under 5 days

Dallas Community College District Global Partnership Backlog of students Training Central vs. College specific Call Center Client Service Support

Collin College Global Partnership IT bandwidth (SFTP, import, export) Resources Phone bank Selecting ISIRs Training Current on Files Client Service Support

Thank you Justin Allen Global Financial Aid Services Account Executive JAllen@GlobalFAS.com 228-243-1086 Please, stop by our booth to discuss lessons learned, best practices, and how to determine if this makes sense for your institution.