Improving Student Financial Aid

For 30 years, General Dynamics Information Technology has continuously implemented numerous technological innovations to improve the quality of services provided to the student financial aid community for the U.S. Department of Education. We have re-engineered numerous business processes and introduced innovations to develop and operate critical services, allowing students and their families to apply for student grants and loans. 

We develop and operate automated systems that annually process 21 million applications and calculate eligibility for over $100 billion per year in financial support. This includes the design, development and implementation of the Free Application for Federal Student Aid (FAFSA) on the Web application. FAFSA on the Web allows students to apply for financial aid using a secure, easy-to-use site that is available 24x7x365. Dramatic improvements in end-user satisfaction and operational cost savings have resulted from this innovation, as 99% of these applications are now submitted electronically each year.

General Dynamics Information Technology also designed and operates a state-of-the-art contact center on behalf of the U.S. Department of Education. Using a sophisticated customer relationship management desktop platform, we provide around-the-clock customer assistance. Annually, we handle more than 5.5 million telephone calls, 130,000 pieces of correspondence, 800,000 email enquiries and a self-service Web-chat line.

Case studies

For the past two decades, General Dynamics Information Technology has developed and operated the front-end business integration program central to the processing of applications for federal student financial grants and loans. The Free Application for Federal Student Aid (FAFSA) on the Web application allows students to apply for financial aid online. 

We also develop applications helping schools manage the financial aid and student loan process. The Federal Student Aid Information Center, a high volume, multi-channel contact center, handles more than 10 million contacts with students, parents, and school financial aid officers annually. Our innovative self-service delivery channels approach for this program has reduced the volume of phone inquiries, improved customer experience and lowered operational costs.