ERIC Number: ED432191
Record Type: Non-Journal
Publication Date: 1999-Jul-1
Reference Count: N/A
Reinventing Service: A Report from the Customer Service Task Force.
Office of Student Financial Assistance (ED), Washington, DC.
This report presents recommendations of a task force which examined ways to transform the Department of Education's Office of Student Financial Assistance (OSFA) into a performance-based organization designed to deliver better service at lower cost. Highlights of the more than 200 recommendations stress the need to provide service equal to the best in business, to collaborate with partners, and to organize and manage like the best in business. Following a summary chapter, individual chapters present recommendations for the following areas: (1) serving students as customers; (2) serving students through schools; (3) serving students through financial institutions; (4) empowering OSFA employees and contractors; and (5) needed policy, regulatory, and statutory changes. For each recommendation, information is provided on the current status and the needed actions. Supporting graphs and other insets document the main text. Appendices include a complete list of recommended actions, a review of the OSFA customer service task force process, and a list of acronyms. (DB)
Publication Type: Reports - Evaluative
Education Level: N/A
Authoring Institution: Office of Student Financial Assistance (ED), Washington, DC.