| CFDA Numbers: |
84.007 - Federal Supplemental Educational Opportunity Grants 84.032 - Federal Family Education Loans 84.033 - Federal Work-Study Program 84.037 - Loan Cancellations 84.038 - Federal Perkins Loan Program_Federal Capital Contributions 84.063 - Federal Pell Grant Program 84.069 - Leveraging Educational Assistance Partnership 84.268 - Federal Direct Student Loans |
| Goal 8: Postsecondary student aid delivery and program managment is efficient, financially sound, and responsive to customers. |
| Objective 8.1 of 3: Increase customer satisfaction. |
| Indicator 8.1.1 of 1: Increase Customer Satisfaction to a comparable private sector industry average - American Customer Satisfaction Index (ACSI) rating of 75.9 (out of a possible score of 100) - by FY 2002 | |||||||||||||||||||||||||||||||||
| Targets and Performance Data | Assessment of Progress | Sources and Data Quality | |||||||||||||||||||||||||||||||
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Status: Unable to judge
Progress: The Department is re-evaluating how it, as a whole, performs customer monitoring. Therefore separate 2002 data are not available for FSA. Explanation: 1999-2001: The ACSI uses a widely accepted methodology to obtain standardized customer satisfaction for all its participants. Over 170 private-sector corporations use ACSI. Because it is widely used across all business sectors it allows us to benchmark and compare ourselves to the best in business. The 1999 data were based on SFA's student application process. |
Additional Source Information: 1999-2001 American Customer Satisfaction Index. |
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| Objective 8.2 of 3: Decrease unit cost |
| Indicator 8.2.1 of 1: Reduce actual unit costs: By FY 2004, reduce actual unit costs from projected unit costs by 19 percent | ||||||||||||||||||||||||||||
| Targets and Performance Data | Assessment of Progress | Sources and Data Quality | ||||||||||||||||||||||||||
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Status: Unable to judge
Progress: FSA is in the process of evaluating and refining its activity-based cost model and will develop separate until cost for its major products and services. These data will be available in 2003. Explanation: 1999-2001 Data: Costs are defined as total obligations recorded in a fiscal year divided by the number of unduplicated recipients of loans and grants. Unit cost data are based on FSA Obligations and Contract Costs. |
Additional Source Information: 1999-2001 Data: The cost component comes from obligation incurred 1999 through 2001. Out-year estimates are based on budget projections. The number of unduplicated recipients comes from the Office of the Undersecretary. Frequency: Annually. Collection Period: 2003 Data Available: September 2003 Validated By: On-Site Monitoring By ED. |
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| Objective 8.3 of 3: Increasing employee satisfaction |
| Indicator 8.3.1 of 1: Increase Customer Satisfaction to a comparable private sector industry average - American Customer Satisfaction Index (ACSI) rating of 75.9 (out of a possible score of 100) - by FY 2002: Raise Gallup Workplace Management Grand Mean Score to at least 3.6 -- the private sector average -- by 2004. | |||||||||||||||||||||||||||||||||||||||||||
| Targets and Performance Data | Assessment of Progress | Sources and Data Quality | |||||||||||||||||||||||||||||||||||||||||
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Status: Unable to judge
Progress: The Department will monitor work place satisfaction issues as part of Objective 6.2 of the Strategic Plan, ''Improve the strategic management of the Department's human capital.'' Explanation: 1999-2001 Data: Source data for this indicator changed in 2001 to the Gallup Organization's Workplace Measurement Tool. The Gallup tool not only provides long-term consistency; it provides more diagnostic information to gauge employee satisfaction. Additionally, it requires that individual work groups develop action plans to address employee satisfaction issues. |
Additional Source Information: 1999-2000 Data: OPM's Employee Opinion Survey 2000-2001 Data: Gallup Workplace Management Tool (Survey). |
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