Attachment_E_FBO.xlsx

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EVALUATION MATRIX (ATTACHMENT E) - SOLICITATION ED-FSA-14-R-0013

GO/NO-GO FACTOR - RELATIONSHIP MANAGEMENT WITH SCHOOLS THAT ARE INVOLVED WITH TITLE IV STUDENT AID PROGRAMS

Evidence of experience in providing customer service to at least 2,000 schools regarding the origination, disbursement, and reporting of student loans and/or grants at any point in a single year since January 1, 2005

Title and number of the contract/project (i.e., a legally binding agreement)

Description of the contract/project

Name, address, phone number, and email address of the client

Period of performance on the contract/project

Details on the type of call center operation that was established to provide the customer service. For example, was the call center operation subcontracted out or handled internally? How were the inquiries handled? Were they handled through email, mail, chat, phone, social media (e.g., Facebook), mobile application, and/or other means of communication?

Volume of the inquiries handled. Please also provide statistical information on how many of the inquiries were handled through email, mail, chat, phone, social media (e.g., Facebook), mobile application, and/or other means of communication.

Number of schools that were provided the customer service. Also, please provide the names of the schools, and the state and country they are/were in.

Provide proof of working on the contract/project (such as pertinent contract/project terms and conditions, deliverables, records, and/or reports) as an attachment to this sheet. The proof must be independently verifiable.

Create a separate sheet for each contract/project. If more space is needed to provide the evidence requested above, you may add more rows to the sheet, or attach additional pages. If additional pages are attached, please ensure they are properly linked, correlated, and marked. Refer to the Format Requirements section of the solicitation for further instructions.

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