Fafsa

How FSA Revamped Their Online Presence with Mobile Moments in Mind

Dec 17, 2015 |

Let the mic drop! Mobile moments are created with the expectation that an app can stun the crowd. Do not let your audience down; they may never come back. Federal Student Aid (FSA), in an effort to provide better customer service, decided to build a mobile-responsive website. Kaegy Pabulos, a Borrower Experience Specialist and project Read »

USCIS Twitter Office Hours

Nov 6, 2015 |

On September 1, U.S. Citizenship and Immigration Services (USCIS) hosted our first Twitter Office Hours, a Twitter chat for USCIS customers. The purpose of this pilot event was to offer our customers a different way to engage with us. We aimed to leverage Twitter to answer questions on our agency’s programs and policies and to Read »

FSA: Using a Data-Driven Marketing Campaign to Inform Your Audience

Aug 19, 2015 |

For millions of Americans, federal student loans have made it possible to get a college education. For many, moving forward after college can become an overwhelming challenge. In 2014, the Department of Education had 41 million borrowers and a loan Read »

StudentAid.gov: Using Data to Empower Borrowers

May 27, 2015 |

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first Read »

Government Services Through a Life Events Approach

May 15, 2015 |

The federal government is increasingly focused on designing and delivering citizen-centered services with enhanced experiences that deliver value to customers. These ideals are established in the Presidential Management Agenda Customer Service Cross-Agency Priority Goal, the Digital Government Strategy, and various open government activities. Designing services to be responsive to be life events that drive public Read »

Department of Education goes responsive (again) with FSA’s new Financial Aid Toolkit

Feb 26, 2014

Money for college? It’s never too early — or too late, for that matter — to start schooling oneself in the possibilities of federal financial aid. Following in the footsteps of their StudentAid.gov website, the digital team at Ed.gov’s Federal Student Aid (FSA) closed out 2013 with the launch of FinancialAidToolkit.ed.gov, a “sister” site featuring Read »

Innovation Means More, Better, Cost Effective Digital Training

Jan 28, 2014 |

A recent FedTech Magazine article asked, Read »

Best Week Ever in #SocialGov: 2

Sep 30, 2013 |

(This is the second installment of an ongoing series charting the programs, events and people that make the emerging field of social media and data in government From where I sit, I think we just had a great week in #socialgov. From a sold-out international forum that demonstrated how we can use free tools to Read »

StudentAid.gov’s 1st Year: What We’ve Learned and Where We’re Going

Sep 13, 2013 |

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid. Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. In my last post, Read »

StudentAid.gov: Improving the College Financing Experience

Sep 6, 2013 |

Guest post by Brenda Wensil, Chief Customer Experience Officer for Federal Student Aid (FSA). Established in late 2010, FSA’s Customer Experience Office is responsible for identifying, measuring and reporting customer expectations and satisfaction with the financial aid services and products offered at Federal Student Aid. The launch of StudentAid.gov in July 2012, Read »