FSA Feedback System Collection Instruments

Appendix_C_-_FDMS_Taxonomy_v1.xlsx

Case Type

Category

Applying for Student Aid (FAFSA)

Subcategory

Anticipated Routing Owner
& Existing Category Owner

Completing the FAFSA

CustExp - FSAIC

Category + Subcategory

TechOffice - FSA ID

Category + Subcategory

CustExp - CPS

Category + Subcategory

CustExp - CPS

Category + Subcategory

CustExp - CPS

Category + Subcategory

CustExp - FSAIC

Category + Subcategory

CustExp - CPS
TechOffice - FSA ID

Category + Subcategory
Category + Subcategory

CustExp - CPS

Category + Subcategory

CustExp - CPS

Category + Subcategory

CustExp - Ombudsman

Category + Subcategory

Bus Ops - Escalated Issues

Category + Subcategory

Allegations of Incorrect
Credit Reporting

CustExp - Ombudsman

Category + Subcategory

Default Notation after
Rehabilitation

CustExp - Ombudsman

Category + Subcategory

Creating or Resetting
an FSA ID
Dependency Status
Drug Related
Offense(s)
Expected Family
Contribution (EFC)
FAFSA Customer
Experience
FAFSA Verification
FSA ID Log-in Issue
IRS Data Retrieval
Tool (DRT)
Valid Social Security
Number
Adverse Reporting by
Current Servicer

Adverse Reporting
by Previous Servicer

How is Category Owner
determined?

Additional
Required Case
Fields
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Primary Servicer

Primary Servicer
Associated Entity

Credit Reporting
Associated Entity
Associated Entity
N/A
Adverse Credit and/or
Documenting
Extenuating
Circumstances (PLUS)

BusOps - Grant & Loan
Program

Category + Subcategory

Eligibility

BusOps - Grant & Loan
Program

Category + Subcategory

FSEOG, Work-Study,
and/or Perkins (Pay
Out) Process

BusOps - Grant & Loan
Program

Category + Subcategory

Grant Disbursement
(Pay Out) Process (Pell,
TEACH, Iraq and
Afghanistan Service
Grant)

BusOps - Grant & Loan
Program

Category + Subcategory

Loan Disbursement
(Pay Out) Process
StudentLoans.gov
Counseling
StudentLoans.gov
Documentation

BusOps - Grant & Loan
Program

Category + Subcategory

COD Contractor

Category + Subcategory

COD Contractor

Category + Subcategory

Direct Loan Eligibility

BusOps - PSLF

Category + Subcategory

Employment
Certification Form

BusOps - PSLF

Category + Subcategory

PSLF Applications

BusOps - PSLF

Category + Subcategory

Primary School

Primary School

Disbursing Student Financial Aid

Public Service Loan Forgiveness (PSLF)
Program

Qualifying
Employment or
BusOps - PSLF
Employer
Qualifying Monthly
BusOps - PSLF
Payments
Qualifying Repayment
BusOps - PSLF
Plan
Borrower Defense to
Federal Loan Servicer/CustExp
Repayment Loan
- Ombudsman
Forgiveness

Category + Subcategory
Category + Subcategory
Category + Subcategory

Primary School

Primary School
N/A
N/A
Primary Servicer
Primary Servicer
Primary Servicer
Primary Servicer
Primary Servicer
Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Loan Accuracy

Federal Loan Servicer/CustExp Category + Subcategory +
- CustExp - Ombudsman
Servicer

Primary Servicer

Loan Capitalized
Interest

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Loan Consolidation

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Loan Delinquency or
CustExp - Ombudsman
Category + Subcategory
Default
Loan Discharge,
Federal Loan Servicer/CustExp Category + Subcategory +
Cancellation, or
- Ombudsman
Servicer
Forgiveness

Primary Servicer

Loan Fees

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Loan Forbearance or
Deferment

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Loan Interest Rates

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Loan Payment Amount

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Loan Repayment Plan

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer

Primary Servicer

Primary Servicer

Repaying Student Financial Aid

National Student Loan
Data System
(NSLDS®) database
SCRA Interest Rates
TEACH Grant
Third-Party Debt Relief
Total and Permanent
Disability (TPD)
Discharge

Repaying Student Financial Aid - In Default

Complaint/
Research/General
Inquiry

Bus Ops - NSLDS

Category + Subcategory

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer
Federal Loan Servicer
(FedLoan Servicing)

Category + Subcategory

Federal Loan Servicer/CustExp Category + Subcategory +
- Ombudsman
Servicer
Federal Loan Servicer (Nelnet) Category + Subcategory

Collection Fees

CustExp - Ombudsman

Category + Subcategory

Collection Practices

CustExp - Ombudsman

Category + Subcategory

Treasury Offset
Program (TOP)

DMCS Contractor

Category + Subcategory

Wage Garnishment

CustExp - Ombudsman

Category + Subcategory

Accreditation

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Delays Receiving Aid

Program Compliance

Category + Subcategory

Distance Education

Program Compliance

Category + Subcategory

Financial Allegations
(Tuition and Fee
Charges)

Program Compliance

Category + Subcategory

Administrative
Capability
Borrower Choice
(FFEL only)
Change in Degree Plan/
Requirements

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Primary Servicer

Primary Servicer
Primary Servicer
Primary Servicer

Primary Servicer
Collection Agency
Collection Agency
Collection Agency
Collection Agency
Primary School
Primary School
Primary School
Primary School
Primary School
Primary School
Primary School

Appendix_C_-_FDMS_Taxonomy_v1.xlsx

Case Type

Category

School

Subcategory

Anticipated Routing Owner
& Existing Category Owner

FSEOG, Work-Study,
and/or Perkins (Pay
Out) Process

Program Compliance

Category + Subcategory

Grades

Program Compliance

Category + Subcategory

Grant Disbursement
(Pay Out) Process (Pell,
TEACH, Iraq and
Afghanistan Service
Grant)

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Third-Party Debt Relief

Program Compliance

Category + Subcategory

School Closure

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Program Compliance

Category + Subcategory

Aggregate Loan Limit

Program Compliance

Category + Subcategory

Citizenship/ Eligible
Non-Citizen

Program Compliance

Category + Subcategory

Conflicting Information

Program Compliance

Category + Subcategory

Cost of Attendance
(COA)/ Financial Need

Program Compliance

Category + Subcategory

Dependency Status

Program Compliance

Category + Subcategory

Eligible & Ineligible
Programs of Study

Program Compliance

Category + Subcategory

Expected Family
Contribution (EFC)

Program Compliance

Category + Subcategory

FAFSA Verification

Program Compliance

Category + Subcategory

Ineligible for Federal
Aid due to Customer's
Repayment Status In
Default

Program Compliance

Category + Subcategory

Pell Grant Lifetime
Eligibility Used (LEU)

Program Compliance

Category + Subcategory

Professional Judgement

Program Compliance

Category + Subcategory

Satisfactory Academic
Progress (SAP)

Program Compliance

Category + Subcategory

Selective Service
Registration

Program Compliance

Category + Subcategory

Unusual Enrollment
History (UEH)

Program Compliance

Category + Subcategory

Valid Social Security
Number

Program Compliance

Category + Subcategory

Grant Repayment Due
to Withdrawal or
Overpayment
Lender Inducements
(FFEL only)
Loan Disbursement
(Pay Out) Process
Loan Repayment Due
to Withdrawal or
Overpayment
Military and Veteran
Benefits
Misrepresentation
PLUS Disbursement
(Pay Out) Process
Postgraduate Job
Opportunities

School Owes Me
Money (Credit Balance
Refund)
School Participation in
Federal Student Aid
Programs
School Quality of
Education
School Recruiting
and/or Marketing
Practices
TEACH Grant
Eligibility
Transfer Credits to
New School
Academic
Qualifications (High
School Diploma or
GED)

Student Eligibility

Confusing Web
Navigation
Dissatisfied with Level
of Support

Owner of Entity
Owner of Entity

How is Category Owner
determined?

Primary School
Primary School

Primary School

Primary School
Primary Servicer
Primary School
Primary School
Primary School
Primary Servicer
Primary School
Primary School
Primary School
Primary School
Primary School
Primary School
Primary School

Primary School
Primary School
Primary School
Primary School
Primary School

Primary School

Primary School

Primary School

Primary School

Primary School

Primary School

Primary School

Primary School

Primary School

Primary School
Collection Agency

Primary School

Primary School

Primary School

Primary School

Primary School

Primary School

Category + Subcategory +
Associated Entity
Category + Subcategory +
Associated Entity

Incorrect or Incomplete
Information

Owner of Entity

Category + Subcategory +
Associated Entity

Site Error Message

Owner of Entity

Category + Subcategory +
Associated Entity

Unclear or Insufficient
Directions

Owner of Entity

Category + Subcategory +
Associated Entity

Unprofessional
Behavior

Owner of Entity

Website Outage

Owner of Entity

Allegation of Identity Theft

N/A

CustExp - Ombudsman

Category

Allegation of Misuse of ED Resources

N/A

Program Compliance

Category

Allegation of Misuse of FSA ID

N/A

TechOffice - FSA ID

Category

Allegation of Misuse of FSA Intellectual
Property or Claim of an ED Affiliation

N/A

Program Compliance

Category

Allegation of Whistleblower

N/A

Program Compliance

Category

My Collection Agency

N/A

Collection Agency

Category + Collection Agency

My Customer Service Experience

N/A

Owner of Entity

Category + Associated Entity

My School

N/A

Program Compliance

My Servicer

N/A

U.S. Department of Education Web Site,
Application, or Service

N/A

U.S. Department of Education Customer
Support

Additional
Required Case
Fields

Associated Entity

Category + Subcategory +
Associated Entity
Category + Subcategory +
Associated Entity
Primary Servicer

Suspicious
Activity

Positive Feedback

N/A
Primary Servicer

Primary Servicer

Primary School

Associated Entity
Primary School

Category

Federal Loan Servicer/CustExp
Category + Servicer
- Ombudsman
Owner of Entity

Collection Agency

Category + Associated Entity

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Primary Servicer

Associated Entity