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Financial Aid Help Center


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Summary: 

This is a three month project to improve the Financial Aid experience for all customers. The ASU Help Center will answer all phone calls 24/7 from each campus. The Help Center will have to increase staffing which will be a dedicated team that will include a lead that will be the direct contact to ASU. Use of Google chat with a financial aid expert will be implemented. Video podcasting on financial aid issues including FASFA will be developed.

Start Date: 
September 14, 2009
Go Live: 
October 22, 2009
End Date: 
November 30, 2009
Current Milestone: 
September 30, 2009
Stage: 
New - Approved
People
Sponsor/Champion: 
Adrian Sannier, Vice President and University Technology Officer
Lead Customer: 
Susan Sedik-Barker, Dir Client Servics-Std Fin Aid
Project Manager: 
Mary Covington
Contact for more information: 
mary.covington@asu.edu
Associate VP University Technology: 
Sarah Hughes
University Technology Director: 
Mary Covington
More Info
Source: 
Internal
Department: 
UTO
Priority: 
High
Scope: 

See attachment

Take 100% of phone calls for Financial Aid from all campuses and the Scholarship office. Qwest must work with Perceptis to allow the phone calls to by-pass the ASU trunk due to the volume of calls. Quote has started through the purchasing triangle on October 20, 2009.

All Milestones and Schedule: 

August 14, 2009 - start taking overflow calls from DPC, Poly, West, and Tempe
October 1, 2009 - start taking 100% of all calls from DPC, Poly, West, and the Scholarship office
October 22, 2009 - start taking 100$ of all calls from the Tempe campus

Long term solution bypassing the ASU telephone trunk - November 2, 2009

Deliverables: 

PO has been delivered to QWEST on October 19, work on making the long term solution should move forward.

Risk & Threats: 

Quote for long term solution not going through purchasing fast enough to make deadlines.
Volume too high and phone lines drop when going through ASU trunk.

AttachmentSize
ASU Financial Aid Addendum082709.doc47 KB
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