In this episode of “The CX Tipping Point” Podcast, Martha Dorris spoke with Wendy Bhagat, the Director of Product Marketing and Delivery at the Department of Education’s Federal Student Aid (FSA). FSA is a High Impact Service Provider (HISP) and was the first agency to recognize the need to apply the methodologies and strategies of customer experience in 2010.  FSA has over 40 million customers, many of them are customers for over 20 years, as they become customers when entering college through the repayment of their student loans.In this episode, we discussed the importance and impact that the President’s Management Agenda and Executive Order 14058, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government,” had on meeting their vision as the trusted source for federal financial aid information. FSA has been working with other agencies to simplify the FAFSA application process and communicating with their customers by segment to ensure that students, parents and financial institutions are informed as changes occur such as student loan repayments being paused.During the COVID pandemic, over the past two years, loan repayments were paused five times.  Learn how FSA has communicated with almost 40 million customers monthly as the repayment pauses continued.  Email is one of their primary communication channels with an open rate of 50%, as well as social media, virtual events and paid media. Working with other agencies, FSA was also able to provide their customers with information on other benefits they may be interested in or eligible for such as Supplemental Nutrition Assistance Program (SNAP) or free Internet.  Wendy is a 2021 Service to the Citizen Award Winner for her work at Federal Student Aid.Thank you for listening to this episode of The CX Tipping Point Podcast! If you enjoyed it, please consider subscribing, rating, and leaving a review on your favorite podcast platform. Your support helps us reach more listeners! Stay Connected: Follow us on social media: LinkedIn: @DorrisConsultingInternational Twitter: @DorrisConsultng Facebook: @DCInternational Resources Mentioned: Citizen Services Newsletter 2024 Service to the Citizen Awards Nomination Form

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