Example Track 1

Digital Transformation and Customer Engagement at Federal Student Aid

May 25, 2021

9:25 AM - 9:50 AM

Wendy Bhagat

Director, Product Marketing & Delivery Group

Federal Student Aid, U.S. Department of Education

Jessica Barrett Simpson

Program Manager, Digital and Customer Care, Office of Federal Student Aid

U.S. Department of Education

The Department of Education’s Office of Federal Student Aid serves over 40 million students and borrowers. FSA has undertaken a digital transformation effort over the past few years that
has consolidated multiple websites, phone numbers, and communications into a single set of flexible platforms. New teams have been set up to focus on user experience design and product management, and new tools launched to enable self-service such as a virtual assistant. When the pandemic hit and student loans were paused, FSA was able to utilize these technical capabilities to respond quickly and engage with customers.