1845-0141 FDMS Taxonomy 05.16.22

Case Type

Customer Category

Customer Subcategory

Additional Question

Case Routing

Release

My FAFSA® Form

- Have you reached out to the Federal Student Aid Information Center at 1-800-4-FED-AID (1-800-4333243) regarding this issue? (Field Type = Picklist)
- - Please select your school. (Field Type = Lookup)
- Please select your branch or campus. (Field Type = Picklist, dependent on selection in "Please select
your school." question)
- Have you contacted your school regarding this issue? (Field Type = Picklist)
- Please describe your experience filling out the FAFSA® form. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

My FSA ID

- Have you reached out to the Federal Student Aid Information Center at 1-800-4-FED-AID (1-800-4333243) regarding this issue? (Field Type = Picklist)
- Please describe your feedback regarding the FSA ID. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

- What is the name of the customer contact center you interacted with? (Field Type = Picklist)
- Please describe your customer service experience. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

- Which website were you on? (Field Type = Picklist)
- Please describe your website or online experience. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

- Have you reached out to the Federal Student Aid Information Center at 1-800-4-FED-AID (1-800-4333243) regarding this issue? (Field Type = Picklist)
- Please describe your experience filling out the FAFSA® form. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

Applying for Aid (FAFSA® Form) or My FSA
ID
Dealing with a Customer Service Center

Website or Online Experience
N/A
None of These Topics Apply to Me

- Please select your school. (Field Type = Lookup)
- Please select your branch or campus. (Field Type = Picklist, dependent on selection in "Please select
your school." question)
- Have you contacted your school regarding this issue? (Field Type = Picklist)
- Have you reached out to the U.S. Department of Education or your guaranty agency regarding this
issue? (Field Type = Picklist)
- Please describe the issue you have with your school. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake
Understanding FSA BPO
Intake
Understanding FSA BPO
Intake
Understanding FSA BPO
Intake
Understanding FSA BPO
Intake
Understanding FSA BPO
Intake

- Which website were you on? (Field Type = Picklist)
- Please describe your website or online experience. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

Understanding FSA BPO
Intake

5.6

- Which website were you on? (Field Type = Picklist)
- Please describe your website or online experience. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

Understanding FSA BPO
Intake

5.6

My School

- Please select your school. (Field Type = Lookup)
- Please select your branch or campus. (Field Type = Picklist, dependent on selection in "Please select
your school." question)
- Please describe the positive feedback you have for your school below. (Field Type = Text)

Understanding FSA BPO
Intake

5.6

My Servicer

- What is the name of your servicer? (Field Type = Picklist)
- Please describe the positive feedback you have for your servicer below. (Field Type = Text)

Understanding FSA BPO
Intake

5.6

- What is the name of your collection agency? (Field Type = Picklist)
- Please describe the positive feedback you have for your collection agency below. (Field Type = Text)

Understanding FSA BPO
Intake

5.6

- What is the name of the customer contact center you would like to compliment? (Field Type = Picklist)
- Please describe the positive feedback you have for the contact center below. (Field Type = Text)

Understanding FSA BPO
Intake

5.6

- Please describe the positive feedback you have for the website, application, or service below. (Field
Type = Text)

Understanding FSA BPO
Intake

5.6

- Please describe the positive feedback you have below. (Field Type = Text)

Understanding FSA BPO
Intake

5.6

Dispute/Complaint

My Aid Eligibility
Getting My Money
My Military and Veterans Benefits
Quality of Education at My School
Receiving My Aid

My School Closed
None of These Topics Apply to Me
Website or Online Experience

Dealing with a Customer Service Center

Details About My Loan or Grant Account

Trouble Repaying My Loans or Grants

Discharging, Cancelling, or Forgiving My
Loans

Are your loans in
default? (Yes/No)

My Military and Veterans Benefits
None of These Topics Apply to Me

Repaying My Aid
Dealing with My Servicer

Dealing with My Collection Agency

N/A

Website or Online Experience

Positive Feedback

Additional Questions (Customer Story)

My Collection Agency

My Customer Service Experience
U.S. Department of Education Website,
Application, or Service
None of These Topics Apply to Me

N/A

N/A

- What is the name of the customer contact center you interacted with? (Field Type = Picklist)
- Please describe your customer service experience. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)
If Yes
- What is the name of your collection agency? (Field Type = Picklist)
- Have you contacted your collection agency regarding this issue? (Field Type = Picklist)
- Have you reached out to the U.S. Department of Education or your guaranty agency regarding this
issue? (Field Type = Picklist)
- Have you worked with another entity, such as a student loan debt relief company or also known as a
third-party debt relief company, regarding this issue?
- Please describe the issue you have repaying your loans or grants. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)
_______________________________________________________________________________________
____________________
If No
- What is the name of your servicer? (Field Type = Picklist)
- Have you contacted your servicer regarding this issue? (Field Type = Picklist)
- Have you reached out to the U.S. Department of Education or your guaranty agency regarding this
issue? (Field Type = Picklist)
- Have you worked with another entity, such as a student loan debt relief company or also known as a
- What is the name of your servicer? (Field Type = Picklist)
- Have you contacted your servicer regarding this issue? (Field Type = Picklist)
- Have you reached out to the U.S. Department of Education or your guaranty agency regarding this
issue? (Field Type = Picklist)
- Have you worked with another entity, such as a student loan debt relief company or also known as a
third-party debt relief company, regarding this issue?
- Please describe the issue you have repaying your loans or grants (Field Type = Text)
- What is the name of your collection agency? (Field Type = Picklist)
- Have you contacted your collection agency regarding this issue? (Field Type = Picklist)
- Have you reached out to the U.S. Department of Education or your guaranty agency regarding this
issue? (Field Type = Picklist)
- Have you worked with another entity, such as a student loan debt relief company or also known as a
third-party debt relief company, regarding this issue?
- Please describe the issue you have repaying your loans or grants. (Field Type = Text)
- What do you think would be a fair outcome to your issue? (Field Type = Text)

5.6
5.6
5.6
5.6
5.6
5.6

1845-0141 FDMS Taxonomy 05.16.22
Case Type

Category

Applying for Student Aid (FAFSA)

Subcategory
Completing the
FAFSA
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

Category Owner
CustExp - FSAIC
TechOffice - FSA ID
CustExp - CPS
CustExp - CPS
CustExp - CPS
CustExp - FSAIC
CustExp - CPS
TechOffice - FSA ID
CustExp - CPS
CustExp - CPS

Disbursing Student Financial Aid

Public Service Loan Forgiveness (PSLF)
Program

TechOffice - FSA ID
CustExp - CPS
CustExp - CPS
CustExp - CPS
CustExp - FSAIC
CustExp - CPS
TechOffice - FSA ID
CustExp - CPS
CustExp - CPS

Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory

CustExp - Ombudsman

Category + Subcategory

Bus Ops - Escalated Issues

Bus Ops - Escalated
Issues

Category + Subcategory

CustExp - Ombudsman

CustExp - Ombudsman

Category + Subcategory

CustExp - Ombudsman

CustExp - Ombudsman

Category + Subcategory

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

Primary Servicer
Associated Entity

Associated Entity
Associated Entity
N/A

BusOps - Grant & Loan
Category + Subcategory
Program

Eligibility

BusOps - Grant & Loan
Program

BusOps - Grant & Loan
Category + Subcategory
Program

Primary School

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

BusOps - Grant & Loan
Program

BusOps - Grant & Loan
Category + Subcategory
Program

Primary School

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

BusOps - Grant & Loan
Program

BusOps - Grant & Loan
Category + Subcategory
Program

Primary School

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

BusOps - Grant & Loan
Program

BusOps - Grant & Loan
Category + Subcategory
Program

Primary School

Direct Loan Eligibility

BusOps - PSLF

Employment
Certification Form

BusOps - PSLF

PSLF Applications

BusOps - PSLF

Qualifying
Employment or
Employer
Qualifying Monthly
Payments
Qualifying Repayment
Plan
Borrower Defense to
Repayment Loan
Forgiveness

Loan Consolidation
Loan Delinquency or
Default
Loan Discharge,
Cancellation, or
Forgiveness
Loan Fees
Loan Forbearance or
Deferment
Loan Interest Rates
Loan Payment Amount
Loan Repayment Plan
National Student Loan
Data System
(NSLDS®) database
SCRA Interest Rates
TEACH Grant
Third-Party Debt
Relief

COD Contractor

COD Contractor

Category + Subcategory

COD Contractor

COD Contractor

Category + Subcategory

DCC Queue

COD Contractor

Category + Subcategory

BusOps - PSLF
BusOps - PSLF
BusOps - PSLF
Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp - CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman
CustExp - Ombudsman

ECS FedLoan Servicing
Queue
ECS FedLoan Servicing
Queue
ECS FedLoan Servicing
Queue
ECS FedLoan Servicing
Queue
ECS FedLoan Servicing
Queue
ECS FedLoan Servicing
Queue
Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1
CustExp - Ombudsman

Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman
Federal Loan
Servicer/CustExp Ombudsman

Federal Loan
Servicer/Tier 1

Bus Ops - NSLDS

Bus Ops - NSLDS

Federal Loan
Servicer/CustExp Ombudsman
Federal Loan Servicer
(FedLoan Servicing)
Federal Loan
Servicer/CustExp Ombudsman

Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1
Federal Loan
Servicer/Tier 1

Federal Loan
Servicer/Tier 1

Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory
Category + Subcategory

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

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory +
Servicer

Primary Servicer

Category + Subcategory
Category + Subcategory +
Servicer

ECS FedLoan Servicing
Queue

Category + Subcategory

Federal Loan
Servicer/Tier 1

Category + Subcategory +
Servicer

Total and Permanent
Disability (TPD)
Federal Loan Servicer (Nelnet) ECS Nelnet Queue
Discharge

Repaying Student Financial Aid - In Default

Category + Subcategory

BusOps - Grant & Loan
Program

Loan Capitalized
Interest

Complaint/
Research/General
Inquiry

Category + Subcategory

Additional
Required Case
Fields
N/A

Adverse Credit and/or
Documenting
Extenuating
Circumstances (PLUS)

Loan Accuracy

Repaying Student Financial Aid

CustExp - FSAIC

How is Category Owner
determined?

CustExp - Ombudsman

Credit Reporting
Allegations of
Incorrect Credit
Reporting
Default Notation after
Rehabilitation

Anticipated Routing

Category + Subcategory

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

Collection Fees

CustExp - Ombudsman

CustExp - Ombudsman

Category + Subcategory

Collection Practices

CustExp - Ombudsman

CustExp - Ombudsman

Category + Subcategory

Treasury Offset
Program (TOP)

DMCS Contractor

CustExp - Ombudsman

Category + Subcategory

Wage Garnishment

CustExp - Ombudsman

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

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Delays Receiving Aid

Program Compliance

Program Compliance

Category + Subcategory

Distance Education

Program Compliance

Program Compliance
Page 2 of 3

Category + Subcategory

DMCS Contractor Queue Category + Subcategory

Collection Agency
Collection Agency
Collection Agency

Primary School
Primary School
Primary School

1845-0141 FDMS Taxonomy 05.16.22
Case Type

Category

School

Student Eligibility

Subcategory
Financial Allegations
(Tuition and Fee
Charges)
FSEOG, Work-Study,
and/or Perkins (Pay
Out) Process
Grades
Grant Disbursement
(Pay Out) Process
(Pell, TEACH, Iraq
and Afghanistan
Service Grant)
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 Closure
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)

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School
Primary Servicer

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School
Primary Servicer

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Aggregate Loan Limit

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Citizenship/ Eligible
Non-Citizen

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Conflicting
Information

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Cost of Attendance
(COA)/ Financial Need

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Dependency Status

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Eligible & Ineligible
Programs of Study

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Expected Family
Contribution (EFC)

Program Compliance

Program Compliance

Category + Subcategory

Primary School

FAFSA Verification

Program Compliance

Program Compliance

Category + Subcategory

Primary School

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

Program Compliance

Program Compliance

Category + Subcategory

Primary School
Collection Agency

Pell Grant Lifetime
Eligibility Used (LEU)

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Professional
Judgement

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Satisfactory Academic
Progress (SAP)

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Selective Service
Registration

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Unusual Enrollment
History (UEH)

Program Compliance

Program Compliance

Category + Subcategory

Primary School

Valid Social Security
Number

Program Compliance

Program Compliance

Category + Subcategory

Primary School

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

Owner of Entity

Owner of Entity

Owner of Entity

Incorrect or Incomplete
Information

Owner of Entity

Owner of Entity

Site Error Message

Owner of Entity

Owner of Entity

Owner of Entity

Owner of Entity

Owner of Entity

Owner of Entity

Website Outage

Owner of Entity

Owner of Entity

Allegation of Identity Theft

N/A

CustExp - Ombudsman

CustExp - Ombudsman

Category

Allegation of Misuse of ED Resources

N/A

Program Compliance

Program Compliance

Category

Allegation of Misuse of FSA ID

N/A

TechOffice - FSA ID

TechOffice - FSA ID

Category

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

N/A

Program Compliance

Program Compliance

Category

Allegation of Whistleblower

N/A

Program Compliance

Program Compliance

Category

My Collection Agency

N/A

Collection Agency

My Customer Service Experience

N/A

Owner of Entity

Owner of Entity

My School

N/A

Program Compliance

Program Compliance

My Servicer

N/A

Federal Loan
Servicer/Tier 1

Category + Servicer

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

Federal Loan
Servicer/CustExp Ombudsman

N/A

Owner of Entity

Owner of Entity

Category + Associated Entity

Unclear or Insufficient
Directions
Unprofessional
Behavior

Positive Feedback

Program Compliance

Owner of Entity

U.S. Department of Education Customer
Support

Additional
Required Case
Fields

Anticipated Routing

Program Compliance

Confusing Web
Navigation
Dissatisfied with Level
of Support

Suspicious
Activity

How is Category Owner
determined?

Category Owner

Collection Agency

Page 3 of 3

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

Category + Collection Agency
Category + Associated Entity
Category

Associated Entity

Primary Servicer
N/A
Primary Servicer
Primary Servicer
Primary School
Collection Agency
Associated Entity
Primary School
Primary Servicer
Associated Entity