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EDExpress and DL Tools Volumes 2020 Overall CPS/SAIG Volume The following graph shows the overall volume of calls and emails received by the CPS/SAIG Technical Support team and the TFA/AIMS Support Center.
CPS/SAIG
SERVICE
REQUEST
VOLUME
CPS/SAIG
Calls
CPS/SAIG
Emails 7,000 6,219 6,000 5,751 5,867 5,929 5,006 5,178 5,014 5,000 4,904 1,419 4,544 4,773 4,043 1,159 1,428 4,000 3,883 1,056 1,064 1,245 4,866 3,000 5,240 4,902 3,505 4,510 2,000 3,292 4,001 3,578 4,019 3,488 3,709 3,769 1,000 1,001 J
A
N
FEB
M
A
R
A
P
R
M
A
Y
J
U
N
J
U
L
A
U
G
SEP
O
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T
NOV
D
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Note: From April 1, 2020 through June 25, 2020, CPS/SAIG operated in a contingency model due to the COVID-19 pandemic and only responded to customer voicemail and email. CPS/SAIG began handling live calls again on June 26, 2020 via Amazon Connect.
Page of
SERVICE
REQUESTS
BY
TYPE
Special
Issue 2% Referral 6% TDClient 2%
TDCM
5%
TEACH
Grant 0%
CPS
Mainframe 7% Direct
Loan 5% R2T4 0%
DL
Tools 1% Pell 4% Packaging 0%
FAA
Access 5% EDconnect 31% Enrollment 21% EDExpress
Global 11% )Service Requests by Type
EDESuite Inquiries 2020 (Source—Microsoft Dynamics)
| Repair database engine |
| 268 |
| End of Entry Edit 1230 |
| 26 |
| External import/export |
| 71 |
| "The file exists" error |
| 13 |
| Invalid file name (CRAA) |
| 1 |
of
| Rebuild EDExpress Pell data |
| 46 |
EDESUITE
PARETO
ANALYSIS
100% 80% 60% 40%
20% 0% EDExpress
Global Direct
Loan Pell
DL
Tools Packaging TEACH Grant )EDESuite Pareto Analysis
CPS/SAIG Technical Support Functions and Responsibilities
| CONTENT AREA |
| DESCRIPTION |
| TYPES OF INQUIRIES |
| COMPLEXITY |
TOOLS/RESOURCES
BENEFIT OF CURRENT
ALIGNMENT
| EDESUITE SOFTWARE |
| EDExpress and DL Tools software is provided free-of- cost to postsecondary institutions to assist in processing Title IV financial aid |
CPS/SAIG provides Tier 1 & 2 support and serves as point of escalation to Tier 3 (EDESuite Development) EDESuite Support
· Installation/Setup/Updates
· Database repair/rebuild
· Import/export files
· Printing reports
· Query writing/execution
· Process ISIR data
· Process loans/grants
· Packaging/Award Letters
· Multiple Entry
· Document Tracking
COMPLEXITY
Medium to High Requires thorough understanding of software function as well as ability to support installation in Windows environment. Also requires some Microsoft Access skills to support database issues.
TOOLS/RESOURCES
· Microsoft Access knowledge
· Microsoft Knowledge Base
· General PC and Network support knowledge
· COD Online
· COD Tech Reference
· EDExpress Desk References
· Release cover letters
· Installation guides
· Packaging Technical Reference CPS/SAIG has natural internal points of escalation to EDESuite testing and development team within AEDS program of image2.png image3.png image4.png image5.png image6.png image7.png image8.png image9.png image10.png image11.png image12.png image13.png image14.png image15.png image16.png image17.png image18.png image19.png image20.png image21.png image22.png image23.png image24.png image25.png image26.png image27.png image1.png
