25_-_Responses_to_Questions_-_updated_092019.xlsx

XLSX spreadsheet 29 KB Posted Sep 20, 2019

Attached to: NextGen Enhanced Processing Solution
Solicitation number: 91003119R0005
Issued by: Department of Education Office of Federal Student Aid

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Attachment 25 - Responses to Questions - updated 9/20/19

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File	Type	Posted
20_-_Pricing_Template_updated_093019.xlsx	XLSX spreadsheet	Oct 1, 2019
91003119R0005_0008.pdf	PDF	Oct 1, 2019
91003119R00050007.pdf	PDF	Sep 24, 2019
26_-_Draft_DCC_CCP_Enablement_Guide.docx	DOCX document	Sep 20, 2019
27_-_DCC_Solution_Blueprint.pdf	PDF	Sep 20, 2019
20_-_Pricing_Template_updated_092019.xlsx	XLSX spreadsheet	Sep 20, 2019
91003119R0005_0006.pdf	PDF	Sep 20, 2019
91003119R0005_0005.pdf	PDF	Mar 26, 2019
25_-_Responses_to_Questions_-_updated_032619.xlsx	XLSX spreadsheet	Mar 26, 2019
Attachments_-_Updated_031919.zip	ZIP file	Mar 19, 2019
91003119R0005_0004.pdf	PDF	Mar 19, 2019
04_-_Attachments_to_Addl_Current_State_Tech_Constraints_-_updated_030619.zip	ZIP file	Mar 6, 2019
Attachments_Updated_030619.zip	ZIP file	Mar 6, 2019
91003119R0005_0003.pdf	PDF	Mar 6, 2019
91003119R0005_0002.pdf	PDF	Feb 19, 2019
91003119R0005_0001.pdf	PDF	Jan 25, 2019
04_-_Attachments_to_Addl_Current_State_Tech_Constraints_-_updated_12519.zip	ZIP file	Jan 25, 2019
19R0005_Attachments.zip	ZIP file	Jan 15, 2019
04_-_Attachments_to_Addl_Current_State_Tech_Constraints.zip	ZIP file	Jan 15, 2019
03_-_Attachments_to_Finance_Technical_Requirements.zip	ZIP file	Jan 15, 2019
91003119R0005.pdf	PDF	Jan 15, 2019

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Sheet2 U.S. Department of Education Office of Federal Student Aid Next Generation Financial Services Environment

Enhanced Processing Solution

Attachment 25 – Responses to Questions

Responses to questions submitted that were relevant to responding to the solicitation have been provided below. Similar questions have been combined.

Updated September 20, 2019: The responses to questions 4, 36, 41, 44 and 47 have been revised, and questions 118 through 158 have been added.
Number	Question	Response
4	Please explain the reference to 'the separately provided Command Center'. More specifically, who is expected to perform this function in the Enhanced Processing Solution?	Another vendor will provide the command center.

If the optional transitional CRM/Workflow task is exercised, the EPS vendor shall establish connections with each BPO vendor to route workflows and maintain tracking and operational reporting of all workflows by portfolio as well as individual BPO.

36	Will EPS route NSLDS reporting errors directly to the designated BPO for the customer account NSLDS reporting error to be resolved?	No, see Amendment 03. EPS will be responsible for addressing NSLDS reporting errors. If the error is related to invalid customer inforamation, or BPO processing error, the EPS vendor shall collaborate with the BPO vendor to have the account corrected. If outreach to a borrower is needed to correct an issue, the BPO vendor will be responsible for that communication.
41	Will all complaints be entered into the existing ECS portal and distributed to each separate BPO for customers assigned or will EPS and/or EPS BPO be responsible for this work?	FSA’s current approach for complaint resolution will continue to be supported. The EPS vendor will be provided access to the Feedback System (online complaints portal) and EPS-related cases will be routed directly to them. The EPS vendor will respond to cases directly within the system and will also have automated reports to review complaints from customers regarding EPS system issues.
44	How will EPS be required to distribute customer inquiries and processing that cannot be automated to separate BPOs for their assigned unique customer accounts for life of loan servicing beginning with the start of existing customer migration?	EPS will be required to provide APIs to enable the DCC vendor to distribute customer inquiries and processing that cannot be automated. If the optional transitional CRM/Workflow task is awarded, the EPS vendor shall establish connections to route the back-office workflow to the assigned BPOs.
117	If our past performance reference(s) sent their questionnaire responses to FSA (template with the submission date of March 27, 2019) prior to the new template released with Amendment 004, will those still be accepted for the 4/2 submission or do we need to ask our past performance references to resubmit their questionnaires with the new template that adjusted the submission date to FSA?	Questionnaires do not need to be resubmitted.
118	Does FSA anticipate requiring the resubmission of “18 - Past Performance Reference Questionnaire” templates previously submitted by clients of the bidders?	No. If offerors are resubmitting the same past performance experiences, there is no need to re-send questionnaires.
119	Given FSA’s request for additional detail regarding conversion plans could FSA provide more detail on the Current/Baseline over 42 million customers? Specifically:

A break-out of the customers by program type:

- Direct Loan

- Perkins

- TEACH Grants

- TPD Certifications

- PSLF Certifications

- Etc.

A break-out of the customers by status:

- In School

- In Grace

- Deferment

- Forbearance

- Current Repayment

- Delinquent (6-270 days Past Due)

- >270 Days Delinquent

- Defaulted

- Open Bankruptcy

- Other

A break-out of the customers by current servicer:

- CORNERSTONE

- DMCS

- Edfinancial

- GRANITE STATE

- Great Lakes

- MOHELA

- Navient

- NELNET

- OSLA

- PHEAA

- VSAC

- Other All of the numbers below are approximate. Borrowers by Program Type:

Direct loans: 40 million Perkins: 60,000 Pursuing PSLF: 1.1 million TEACH Grant: 75,000 TPD Applications Received since 2013: 1,138,000

Percentage of borrowers in each status:

In School: 15% Grace: 4% Deferment: 4% Forbearance: 9% Current Repayment: 38% Delinquent (6-270 days Past Due): 9% > 270 Days Delinquent: 1% Defaulted: 19%

Borrowers at Perkins: 56,360

Percentage of borrowers by current servicer:

CornerStone: 2%

PHEAA: 18%

Great Lakes: 18% Granite State: 2% HESC/EdFinancial: 4%

MOHELA: 6%

Navient: 14% Nelnet: 14%

OSLA: 2%

DMCS: 19%

120	Are there additional tasks that will require the EPS vendor to interact (using live agents) with FSA’s customers beyond the Loan Consolidation and Disbursement examples referenced in the 7/23 discussion in FSA’s office?	The vendor must execute all tasks necessary to deliver the functions necessary to meet the Government’s needs. At present, the only items that may require borrower contact are Loan Consolidation Origination & Disbursement and Unapplied Payments. There may be other functions being delivered by the EPS vendor that may require additional outreach in the future.
121	Is FSA considering making multiple EPS awards?	No.
122	Can additional information be provided in the upcoming modification regarding whether FSA intends to exercise the optional tasks, specifically Imaging/Printing/Mailing and Digital Engagement layer?	FSA is likely to exercise the Imaging/Printing/Mailing task, but is unable to determine at this time whether Digital Engagement Layer task will be exercised.
123	Please provide additional information on the tools and other technical specifications that the DCC vendor intends to provide. Is the CRM tool expected to be Salesforce Cloud?	DCC will deploy Salesforce Service Cloud as its CRM. The DCC CCP Enablement Guide includes the additional technical specifications for BPO enablement.
124	Is there an expectation that the DCC will need to have a download of account data in order to become operational?	DCC will access borrower servicing account data via APIs available from the EPS system. Implementation of DCC functionality therefore does not require a download of account data. In order to become Operational, DCC and EPS vendor will have to do a complete Intersystem test to validate integration. This includes testing of the API's to validate the EPS system can receive and process the servicing transactions from the DCC workflow, in addition, it will include testing that EPS can receive real time submissions from the website and mobile application's.
125	Please confirm that the EPS will serve as the system of record and support the DCC by providing loan level data that the DCC will deliver to the BPO vendors via DCC developed work flows as opposed to the BPO vendors directly interfacing with the EPS system platform.	Unless the Optional CRM/Workflow task is awarded, the EPS vendor will serve as the system of record and expose all account level data to DCC. BPO's will access and the DCC CRM and Workflows to perform all duties. EPS vendor will need to receive and process transactions from the DCC vendor real-time. BPO vendors will NOT access EPS directly.
126	Please clarify the expectation of how the EPS will link accounts to a BPO provider to facilitate workflows. Additionally, explain the EPS’ role in linking accounts to a BPO provider when FSA makes a decision to reallocate work from one BPO vendor to another. Will EPS be expected to maintain history of this linking?	The EPS vendor shall have a data field that captures the BPO vendor assignment for each loan, and expose this data field to DCC. The EPS vendor will need to keep an audit trail of the initial assignment and all changes to the BPO assignment shall be available on the borrower history record.
127	Can FSA provide an overall NextGen DCC implementation timeline of its components that will integrate with EPS (i.e. CRM, Workflow, Web / Mobile layer, IVR, call routing, telephony backbone etc.) and a summary of key features that will be available for each product at the time of planned EPS go-live (approx. 6 month from award milestone)? We strongly encourage alignment of the EPS implementation date along with the robust feature set built within the DCC products to minimize cost to FSA and limit the impacts to customer experience and BPOs. Using interim products provided by the EPS vendor would create an environment where different tools are used by FSAs customers/partners, cause additional training for BPO front line associates, and disrupt the overall customer experience to fill the gaps if DCC is not fully functioning.	DCC will have a digital platform, customer care platform, and marketing and communications platform in production starting in November/December of 2019. Servicing functionality is being built into these platforms in a phased approach, and the timing of that functionality is still being determined. FSA will exercise the option for the Optional Digital Engagement Layer if needed at FSA’s discretion. FSA intends to minimize customer disruption, and will work with the EPS and DCC vendors to sequence and align implementation dates.
128	Can FSA please validate that DCC is providing the core telephony system / backbone and call routing (via softphones) to BPOs upon their go-live?	As described in the DCC CCP Enablement Guide, the DCC Contact Center Telephony Infrastructure will provide a single 1-800 number and personalized IVR customer experience based on caller attributes and auto-route callers to the appropriate contact center, connecting all relevant telephony and IVR data with the CRM solution (Salesforce Service Cloud) via Salesforce CTI. Bucher and Suter softphone will be used with Salesforce CTI to connect the Contact Center Technical Backbone to the CRM solution to associate all relevant telephony and IVR data to contacts and cases, allowing for a consolidated view of omni-channel interactions.
129	Can FSA validate that the EPS vendor is only responsible for the physical printing and mailing of correspondence as required by regulations (if awarded the optional component)? All communication sent via electronic channels such as text and email may be triggered by the EPS solution, but sent via the DCC solution set.	When exercised, the expectation is that all intake, imaging, indexing, mailing and printing will be done through this vehicle for the enterprise (not just those required by regulations and not just those traditionally associated with servicing).
130	In the NextGen operating model, FSA’s oversight and management of the overall program’s compliance will be critical with multiple providers being responsible for different aspects of the holistic customer experience delivery. Consistent and clear definition of where accountability and responsibility lies for interpretation of laws, regulations, policies, and procedures will need to align and be clear to all providers in the new model. Can FSA please provide clarification on how FSA will lead compliance and regulatory oversight in the new environment? For example, in today’s current student loan servicing environment, any servicer with more than one million borrowers (Larger Participant Rule) is under supervisory examination authority of the Consumer Financial Protection Bureau (CFPB). Under the new environment, who will have the responsibility and authority to manage and respond to that supervisory authority (examinations, etc.)? Who will respond to, and be responsible for, any CFPB or state Civil Investigative Demand, regarding federal student loans?”	FSA and its contractors will continue to be jointly responsible for responses to supervisory authority in accordance with existing Federal rules, laws, regulations, agency guidelines, or applicable court mandates.
131	Can FSA provide more detailed information about the data layouts or formats that were not unique to the original servicer’s loan information and the amount of data hosted on the DMCS platform that needs to be converted as part of the EPS stand-up?	Post award discussions with EPS, FSA and DMCS will be needed to determine the data and formats to be used. The EPS vender should expect data from DMCS will need to be supplemented with data from NSLDS/EDWA and other sources as needed to convert all information that will be needed on the EPS platform.
132	Does all of the data that is housed at individual PCAs need to be converted or only the data that is hosted on the DMCS platform?	The data on each PCA will likely not be converted to EPS. FSA assumes any data from PCA's that is needed would be available on the DMCS platform or imaged documents.
133	Please provide information on the tools and software being used by the DCC (CRM, Productivity tools, IVR etc.) Can we assume Attachment Mod 4 '25 - Draft CC Enablement Guide' for 91003119R0008 is current, or is there an updated version of this document?	DCC enablement Guide v1.2 is the most current version. See Amendment 06.
134	Is the CRM expected to be deployed on a private cloud or on-premise?	The CRM is deployed to a FedRAMP certified government cloud
135	Will the DCC vendor have middleware capability for the EPS to publish change events? If yes, please provide the software that will be used.	Yes, an API gateway is being deployed. DCC related workflows can be triggered upon change events published by EPS (e.g., imaging/scanning).
136	What types of customer data will be hosted by the CRM software (i.e. Salesforce) in their data store?	Customer PII, contact and interaction history will be stored in the CRM.
137	Can you provide the solution blueprint for the DCC architecture or similar details?	Please see Attachment 27 - DCC Solution Blueprint.
138	Can you provide us information on the intended integration and data architecture for the DCC software or similar details?	API integrations will be available over the internet making use of FIPS 140-2 compliant HTTPS secure endpoints. The DCC vendor will work with the EPS vendor to finalize integration points needed for DCC digital platform, marketing and communications, and workflow needs.
139	What are the proposed security mechanisms to be utilized between the EPS and the DCC?	API integrations will be available over the internet making use of FIPS 140-2 compliant HTTPS secure endpoints. The DCC vendor will work with the EPS vendor to finalize integration points needed for DCC digital platform, marketing and communications, and workflow needs.
140	Please provide to the EPS bidders the overall DCC implementation / project plan. Confirm which DCC provided systems will be ready prior to the EPS production go-live, and thus not required from the EPS vendor as part of “Transition Digital Engagement Layer” systems. Key examples include the Agent Desktop, Core Telephony Backbone (i.e., IVR, PBX/ACD, Dialer), and Borrower Website.	DCC will have a digital platform, customer care platform, and marketing and communications platform in production starting in November/December of 2019. Servicing functionality is being built into these platforms in a phased approach, and the timing of that functionality is still being determined. The DCC digital platform will provide a website and mobile app to enable all customer facing FSA business functions, including servicing functionality such as repayment plan requests, deferment/ forbearance requests, loan consolidation, payment processing, etc. The customer care platform includes telephony capabilities such as a single 1-800 number, IVR and call routing; Salesforce for Customer Relationship Management and back office workflow enablement, and a full set of command center tools for workforce management, quality monitoring and reporting, and knowledge management. Lastly, all communications with customers will be enabled through Adobe Campaign. FSA will exercise the option for the Optional Digital Engagement Layer if needed at FSA’s discretion to minimize customer disruption.
141	Confirm the implementation dates for all DCC systems / solutions that will occur after the EPS production go-live.	The EPS vendor will be subject to the required milestone implementation dates as outlined in the solicitation. FSA will ensure that EPS and DCC milestones are sequenced and aligned.
142	Please provide which products / tools will be used by the DCC vendor that will integrate with EPS (solution), and the expected scope of use for each.	API integrations will be available over the internet making use of FIPS 140-2 compliant HTTPS secure endpoints. The DCC vendor will work with the EPS vendor to finalize integration points needed for DCC digital platform and workflow needs.
143	What data repositories (e.g., CRM single view of the customer data store, customer images) will be provided and maintained by the DCC vendor? Please describe what those are, and identify any forms of technical integration required to support these data repositories (e.g., web services, Pub/Sub, file extracts).	DCC will not serve as a data store for any customer servicing data. Customer PII, contact and interaction history will be stored in the CRM.
144	Please provide specific information around the DCC integration approach that will influence any known or future requirements of the EPS vendor.	API integrations will be available over the internet making use of FIPS 140-2 compliant HTTPS secure endpoints. The DCC vendor will work with the EPS vendor to finalize integration points needed for DCC digital platform and workflow needs.
145	Confirm the DCC vendor will map to the EPS provided APIs (in addition to similar APIs from Eligibility Processing and Origination and Disbursement vendors), including mapping, translation, and collaborating on additional data fields where required.	The DCC vendor will work with the EPS vendor to finalize integration specifications (i.e., API specifications) needed for DCC needs. Certain APIs (e.g., Make a Payment, customer lookup, etc.) have already been defined by the DCC vendor and can be made available at award.
146	Confirm which key Integration Support milestones (with dates) DCC has for the EPS vendor. For example, when will the DCC vendor require access to EPS APIs for development and production, respectively?	The EPS vendor will be subject to the required milestone implementation dates as outlined in the solicitation. As stated in the solicitation in C.3.2, the EPS solution shall “care for broad integration needs including, but not limited to, supporting or re-engineering existing APIs, building and exposing new APIs, exchanging and harmonizing business rules for workflows, providing development and test environments, and collaborating with FSA and other vendors to resolve integration issues which arise. FSA expects the EPS vendor to make EPS APIs available for development as soon as the EPS award is made.
147	Confirm if the DCC vendor is providing all “end user technology services” (e.g., desktop PCs, virtual desktops with thin clients, phone handsets) to the BPO vendors, or if the BPO vendors are supplying and supporting these.	The BPO vendors will provide these services as described in the Technology Enablement Guide.
148	In the meeting with FSA on 7/23 it was clarified that the Loan Consolidation and Disbursement customer support tasks (provided by the EPS vendor) will involve direct live interactions with FSA customers. Please confirm what systems / solutions will be provided by the DCC vendor for these tasks, versus which systems / solutions are expected to be provided by the EPS vendor.	DCC will provide the digital engagement layer for loan consolidation applications, which will integrate with EPS via APIs. The EPS vendors will receive the applications and provide all systems/solutions/staff to complete the loan consolidation through booking and assignment to the BPO. Please note, additional questions regarding consolidation may be warm transferred from the BPO vendor to EPS.
149	What is the expected volume of in-bound Fax transmissions?	FSA does not have an estimated number of in-bound fax transmissions to provide.
150	At the meeting with FSA on 7/23 attended by EPS bidders, FSA clarified its expectation regarding the EPS vendor and direct interactions with FSA customers (e.g., borrowers) for Direct Loan Consolidation support. This may require the EPS vendor to obtain/maintain student loan servicing licenses and associated servicing compliance requirements for this isolated servicing function. Not requiring the EPS vendor to be a licensed student loan servicer will provide a clear separation of duties between the EPS and BPO vendors. Will FSA consider assigning all direct borrower interaction responsibilities to one or more of the BPO vendors instead?	No.
151	We assume workflow technology will be part of both DCC and EPS solutions. For the EPS,

we assume that incoming documentation related workflow will be provided by the EPS vendor. A common UI/process workflow is used to route various types of servicing documents to be worked by the appropriate operational staff so that supporting systems can be updated as needed. An OCR capability also exists which allows document data to be automatically routed to downstream processes, bypassing the manual workflow.

Documentation related workflow includes, but is not limited to: IDRs, Forbearances, Deferments, Borrower Correspondence, Repayment Plans, Bankruptcy Dismissals, Bankruptcy Discharges, Death Certificates, Disability Claims, and Demographic changes. Is the assumption that these documentation related workflows are in the scope of the EPS

vendor correct?	Confirmed, the EPS vendor will need to make all images available to the DCC vendor for use in workflows as well as viewable via digital devices by trading partners, customers, and FSA staff. The EPS vendor will work with FSA and DCC upon award.
	152	In order to ensure better understanding, please describe typical workflows that are in the

scope of the DCC vendor and will require integration with the EPS solution

DCC will provide workflows. The level of integration will be dependent on the EPS solution. Both DCC and EPS will be responsible for ensuring the workflows are fully functional and usable by the BPO vendors. Typical workflows will include back office processing such as Repayment Applications, Deferment, Forbearance, discharge, etc. If the EPS optional transitional CRM/Workflow task is awarded, the EPS vendor shall still collaborate with other NextGen components to complete the API integrations for the Enterprise-Wide CRM/Workflow solution.

153 Regarding EPS APIs to be consumed by DCC, we assume that the EPS vendor will provide EPS APIs to the DCC vendor (and provide integration support of those APIs to

DCC as required). We assume that we will not re-create the existing EPS APIs based on a new schema or specification from the DCC vendor. New EPS APIs required by DCC will be designed in collaboration between DCC and our team. Is this assumption for EPS correct?	The API Gateway is intended to standardize FSA's API exchanges. FSA will work with all NextGen vendors to establish those standards, however the EPS vendor should be prepared to re-create some APIs.
	154	Is the requirement that the EPS vendor supply “physical desktop and phones as well as the

telephony lines” technologies for only its own buildings used in support of EPS (i.e., the customer outreach for issues with manual tasks necessary for EPS)? Or, is the requirement that the EPS vendor must supply these technologies for the buildings of all BPO vendors

contracted by FSA?	The EPS vendor will only be required to provide physical desktop, phones and telephony lines for its own buildings used in support of EPS. The EPS vendor will not be required to provide these items for BPO vendors.
	155	Can FSA confirm that the DCC vendor will provide all CRM related capabilities in
alignment with the go-live schedule for EPS?	That is FSA's plan, unless the EPS Optional transitional CRM/Workflow task is awarded.
	156	Does the DCC CRM include the agent desktop tool that will be provided to BPO vendors,
including EPS (for its required manual intervention tasks)?	Yes.
	157	Can you further define DCC CRM capabilities to help ensure we are not including redundant
capabilities in our “transitional digital engagement layer”?	CRM capabilities are separate from the transitional digital engagement layer.
	158	Will ED allow the use of electronic signatures/vendors to process necessary paperwork that is required to be signed by the borrower?	Customer consent will be provided to the government and its agents.

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