Attachment_E_Feb_27_(FINAL).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: Offeror has provided customer service to at least 3,500 schools regarding the origination, disbursement, and reporting of student loans and grants.

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.

Names of the schools that were provided the customer service, including 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. Also, add more rows to the sheet if additional pertinent information needs to be provided.

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