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FSA Siebel

ROH currently supports the U. S. Department of Education, Office of Federal Student Aid (FSA) Ombudsman Case Tracking System. The Office of FSA was established as a result of a need to create a performance-based organization to administer student financial assistance for the U.S. Department of Education. A review of the current Performance Plan documents the importance of efficient and effective operations. The plan's number one objective is customer satisfaction. In addition to improving customer access to the direct loan programs through use of expansive web sites, FSA has made a strong commitment to collect feedback and implement changes to improve service. The core of the feedback mechanism is the Ombudsman's Case Tracking System.

The Ombudsman's Case Tracking System was implemented to improve the efficiency of call handling and e-mail workflow. Using the Siebel Customer Relationship Management (CRM) software application automates the display of current customer loan status. The CRM software is coupled to an Oracle Database to store and manage data. This combination ensures that detailed information about each customer call is recorded for future retrieval. This Siebel Enterprise system supports 70 users 12-hours-a-day, 5 days a week. ROH Siebel-certified professionals provide system maintenance, Siebel software upgrades, and help desk support. We perform application development and implementation to meet user needs. Not only is ROH responsible for providing documentation for all new work performed, we also update existing system documentation; provide application security and analysis; and make recommendations for system upgrades.

With ROH's assistance, FSA has increased the overall efficiency of their call handling and e-mail workflow department. We are resolving more cases in less time. Now, more of the FSA budget can be set aside for providing student loans, resulting in increased customer satisfaction thus helping FSA meet its ultimate goal.