Federal Student Aid

Improving Internal Communications: Best Practices

Customers are not the only group with whom we need to effectively communicate as we work to improve our quality of service. Effective communication between employees and leadership is critical to improving the customer experience. Front line employees interact with the public on a regular basis, and if employees do not have the information they

Alison Sturgeon

May 20, 2016

How FSA Revamped Their Online Presence with Mobile Moments in Mind

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

Jennifer Johnson

Dec 17, 2015

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

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

Kendrick Daniel

Aug 19, 2015

Federal Student Aid Customer Experience Journey: A Recap

Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX

Zachary Lerner

Aug 14, 2015

StudentAid.gov: Using Data to Empower Borrowers

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

Brenda Wensil

May 27, 2015

Government Services Through a Life Events Approach

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

Mary Ann Monroe

May 15, 2015

Spanish Language Mobile Apps from Gobierno.USA.gov

In mobile app development, if you aren’t making it multilingual, you miss providing anytime, anywhere information and services to important mobile-only audiences. Today, we’re highlighting five Spanish language apps from the Spanish Version of the USA.gov Federal Mobile Apps Directory.

Ashley Wichman

Jan 15, 2015

Great Customer Service in 140 Characters: #AskFAFSA Twitter Chats

As agencies strive for success in digital government, they often need to open their virtual doors and meet the public in new and evolving spaces. Federal Student Aid meets its audience in the 21st century public square at monthly #AskFAFSA sessions. During the live