Case Study
Federal Student Aid USDS
As a prime contractor on the Federal Student Aid (FSA) Unified Servicing and Data Solutions (USDS) program, CRI provides a loan servicing solution that supports federal student loan borrowers with an excellent customer experience (CX), maintains a high level of performance, and supports FSA’s focus on impactful objectives like reducing delinquency and default. As the only non-incumbent to be awarded one of the five prime contracts for USDS, CRI has successfully implemented our solution and scaled to support millions of borrowers with consistently high-quality services.
At a glance
Department of Education | Federal Student Aid | USDS
Agency
U.S. Department of Education / Federal Student Aid
CRI Role
Prime contractor
Service Area
Loan servicing: back-office, contact center, and secure IT
Focus
Secure, scalable student loan servicing
Prime
Contractor on FSA USDS
2.8M+
Borrowers supported within 18 months of go-live
$52B+
In federal student loans supported
FSA
Performance goals supported for borrower service quality
Federal Student Aid Case Study
See how CRI provides secure, scalable loan servicing for Federal Student Aid.
CRI has successfully implemented our solution and scaled to support millions of borrowers with consistently high-quality services.
Challenge
Secure, Scalable Student Loan Servicing Modernization
FSA requires secure borrower account management, data migration, and coordinated IT and customer service support to enhance operational efficiency and improve the borrower experience. FSA designed USDS as a loan servicing solution to provide student loan borrowers an enhanced customer experience and hold servicers accountable to a high level of performance.
CRI Solution
On-Time Implementation of Secure, Borrower-Centered Servicing
We successfully implemented the loan servicing platform and contact center infrastructure in compliance with the FSA Lifecycle Management Methodology (LMM) and met the targeted Go-Live date. Through our modernized platform we are cost-effectively delivering high-quality back-office operations, contact centers, website and self-service platforms, and robust cybersecurity to safeguard data and ensure compliance, enhancing efficiency and borrower experience.
Outcome
Proven Scale, Performance, and Borrower Support
Supporting millions of borrowers, we currently deliver back-office operations, contact centers, website and self-service platforms, and robust cybersecurity to safeguard data and ensure compliance, enhancing efficiency and borrower experience. Our solution provides clear workflows with defined timelines, leverages technology for automated notifications and updates, monitors key performance Service Level Agreements (SLAs) for service delivery, and maintains adequate staffing levels to handle peak volumes effectively.
2.8M+
Borrowers supported within 18 months after go-live
$52B+
In federal student loans supported
Operational Impact
Four metrics of success.
CRI’s USDS solution brings together back-office operations, contact centers, website and self-service platforms, and robust cybersecurity to support federal student loan borrowers at scale.
- Prime contractor: the only non-incumbent awarded one of five USDS prime contracts
- Scaled to support over 2.8M borrowers in 18 months after go-live
- Supporting over $52B in loans
- Supported FSA performance goals for borrower service quality
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