27_-_DCC_Solution_Blueprint.pdf
PDF 132 KB Posted
- Attached to
- NextGen Enhanced Processing Solution
- Solicitation number
- 91003119R0005
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Attachment 27 - DCC Solution Blueprint
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Other files
| File | Type | Posted |
|---|---|---|
| 20_-_Pricing_Template_updated_093019.xlsx | XLSX spreadsheet | |
| 91003119R0005_0008.pdf | ||
| 91003119R00050007.pdf | ||
| 26_-_Draft_DCC_CCP_Enablement_Guide.docx | DOCX document | |
| 25_-_Responses_to_Questions_-_updated_092019.xlsx | XLSX spreadsheet | |
| 20_-_Pricing_Template_updated_092019.xlsx | XLSX spreadsheet | |
| 91003119R0005_0006.pdf | ||
| 91003119R0005_0005.pdf | ||
| 25_-_Responses_to_Questions_-_updated_032619.xlsx | XLSX spreadsheet | |
| Attachments_-_Updated_031919.zip | ZIP file | |
| 91003119R0005_0004.pdf | ||
| 04_-_Attachments_to_Addl_Current_State_Tech_Constraints_-_updated_030619.zip | ZIP file | |
| Attachments_Updated_030619.zip | ZIP file | |
| 91003119R0005_0003.pdf | ||
| 91003119R0005_0002.pdf | ||
| 91003119R0005_0001.pdf | ||
| 04_-_Attachments_to_Addl_Current_State_Tech_Constraints_-_updated_12519.zip | ZIP file | |
| 19R0005_Attachments.zip | ZIP file | |
| 04_-_Attachments_to_Addl_Current_State_Tech_Constraints.zip | ZIP file | |
| 03_-_Attachments_to_Finance_Technical_Requirements.zip | ZIP file | |
| 91003119R0005.pdf |
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Text version
DIGITAL & CUSTOMER CARE SOLUTION
NEXTGEN DCC SOLUTION OVERVIEW:
The solution includes digital, customer care, and marketing platforms to deliver FSA’s vision to streamline and enhance customer interactions across the FSA lifecycle
Customer Care Platform Flexible, market leading software platform enabling a personalized connected experience across all customer engagement channels with centralized enterprise oversight and training
Web TextVideoChat AgentPhone Paper EmailMobile Social
Origination & Disbursement
Data Analytics Application EligibilityDisability DischargeDebt ManagementEnhanced Servicing
Enterprise Integration/ API Gateway
CUSTOMER
CHANNELS
PLATFORMS
BACKEND
SYSTEMS
Ombudsman & Feedback
FSAIC
Borrower Discharge
TIVAS
Other Servicers
Student Loans Support
DRG
PCAs
CONTACT CENTER
PROVIDERS
Digital Platform/ Integration Comprehensive, innovative cloud-based Digital Platform, informed by the Design Services to provide FSA customers a single front-door for all web and mobile interactions
Marketing & Communications Platform Targeted and personalized communications platform, creating a single, unified brand across all FSA outreach channels
DIGITAL PLATFORM CUSTOMER CARE PLATFORM
Business Rules
Blog Management
Customer Care Integration
Styling
Content Management System
Contact Center Backbone
CRM
Workflow Management
Co m m an d Ce nt er
In fr as tr uc tu re a nd D ev Se cO ps
Virtual Assistant
Future-State Servicing
DCC (A/B)
Business Process Operations (E/F)
Enhanced Process Solution (D) Optimal Processing Solution (C) EDMAPS (G)
MARKETING PLATFORM
Communication Strategy
Omni-Channel Communications Ops Marketing Tool Support
Design Services Customer-focused user research, visioning session to inform journey mapping and Target-State Blueprint., Information Architecture and Continuous Improvement through Innovation.
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