(Page 1)

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Download: pdf

1. Start rehab application

Eligibility

3. Monthly estimate screener

4. Provide monthly estimate

Borrower actions

What does the user do?

⚠️Delay

if already logged in

Borrower gets to
Loan Rehab
Application via 

email link or
Defaulted Loans
Support Center

Review
content on
Loan Rehab
Application
Landing Page

Click 

“Get Started”

if not logged

in already

Log in to
Studentaid.gov

Review eligibility info

Wants to proceed with applying

Click “Continue”

Review Default
Disclaimers

Review Loan
Rehab
Application
Overview

EXIT

decides they don’t want to apply

Click “Continue”
Review contact
info

if all info is correct

if contact info incorrect

If borrower info incorrect

Answer if I have
access to tax
documents

☎️ Call DRG

☎️ Call DRG

☎️ Call DRG

Update contact
information on
page

My application timed
out while I searched
for my documents

I can’t find my AGI on
my tax document

I copied the data
incorrectly

Locate AGI/
income on
documents

My information is the same

as my last tax return

Doesn’t want to continue

Input AGI/income

Input Family Size

Review Rehab
Plan Estimate

EXIT

accept estimate

My information has changed

significantly from my last tax return

☎️ Call DRG
Click “Continue”
to accept
estimate

No, I don’t have a copy of my tax transcript 

or federal tax return

has physical docs

has digital docs

Take photos or
scan docs

Download docs
from other
website

⚠️Delay
Upload required
income
documentation

Select
document
type

something looks wrong

Review form
submission

Looks good!

Review
agreement and
agree

Submit
application

c

⚠️Delay (1-10 days)

Review
submission
confirmation &
next steps

Receives status
email

It’s burdensome to
upload my documents

Input monthly income
and input monthly
expenses

Review FIS
estimate

Accept estimate

Click “Continue” to
navigate to the FIS
Help Center article

new MPA

or new 

loan

Click “Resign
rehabilitation
agreement” button

Display Loan
Rehab
Application
Landing Page

Display log in
screens

Display loading
screen for
eligibility check

Display “No
account found”
User probably not
in default, but they
can call DRG if they
believe there is an
error

Display “account
data mismatch”
User instructed to
call DRG to make
account correction

Display “Active
Rehab Plan” status

Include DRG number
to call if want to
change MPA

Display
“Application
Pending”

View the status
in My Activity
[link]

Display “Not
Eligible” with
[reason(s)]. Call
DRG for help

Display eligibility status (Type of loan, total debt balance)

DOB doesn’t match SSN

Display
Borrower and
Contact
Information

Display tax
document
options for
proof of income

Yes I have a 1040 or Tax Transcript

No

Form field:
Married or
single

Married

Form field: File
taxes jointly?

No

Log in to
StudentAid.gov

Borrower is eligible

No proof of income

Display message: You need to
apply via FIS process

If we want to estimate

If we don’t want to
estimate

Application pending
Active rehab plan

Yes

Display options for
ADOI

Form field: 

Married or
single

Form field:
Access to your
spouse’s
financial info?

Married

Yes

Form fields:
Your AGI and
your spouse’s
AGI
Form fields:
Input your
income and
your spouse’s
income

Form field:

Family size

Display monthly
payment amount
estimate based on
either 10% or 15%
model & rehab
plan details

Display Upload
Document
Screen
(conditional on
screener
questions)

Follow instructions to
fill out FIS form

📬 Send via mail

Display inputs
for review
Display inputs
for FIS
calculator

Display FIS
estimate

Click “Restart
application”

Display FIS Help
Center article which
includes pdf forms

Application approved with same payment 

amount and payment schedule

What systems are being utilized?

Studentaid.gov

NEW API [0]:

DCC > DMCS

Health Check
[Tentative]

NEW API 1:

DCC > DMCS

Borrower look
up API

Match on SSN and DOB

DMCS borrower
check for rehab
status

No active plan or application pending

NEW API 2:

DCC > DMCS

Rehab status

DMCS check
for borrower/
loan eligibility

NEW:
StudentAid.gov
AGI calculator for
monthly income

Save contact
info to
Studentaid.gov

Display “My
Activity” Landing
Page

NEW:
StudentAid.gov
10-15% calculator
for MPA

NEW API 4: DCC >
DMCS

for input fields
(including any updated
borrower contact info),
uploaded docs

NEW:
StudentAid.gov
FIS calculator for
MPA

DMCS conducts
virus scan on
docs

DMCS stores
docs

DMCS adds borrower
to Biz Ops Worklist for
review

DMCS will add certain
borrowers to PCA
Worklist for review

DMCS > DCC

Email API

PAIN POINT

I get a lot of invalid and
incomplete documents

Back-end people actions


⚠️Delay (1-10 days)

Bi Ops agent picks up

[potential entry point] CSR
directs user to apply for
rehabilitation online

z

application from worklist

Bi Ops agent checks

Bi Ops Agent

z

Historical Events in DMCS
to double check eligibility &
reviews any existing
repayment docs

Bi Ops Agent reviews tax

z

not on existing payment plan

determines if the
borrower provided
valid and complete
income documents

z

Valid & complete

docs to find AGI & family
size to input into DMCS
Tools calculator

DMCS Tools
outputs if new or
not new borrower
status

z

Bi Ops Agent updates
z

Bi Ops Agent sends a
z

Not valid or complete

Save draft throughout

If you’ve been on a
payment plan and it is
equal to or more than
rehab agreement, it
counts towards rehabdo we check this for
each borrower?

erkins

P

/FFEL

Why can’t bizops
access on Day 0?

loans

Digitize IS
form
F

N W A I 5: Update
xisting Application


E

P

E

DCC >DMCS to submit
agreement or to
submit additional
documents

Bi Ops Agent compares
z

Bi Ops Agent reviews
[ADOI]

Online flow to update if
recent change to family size
or income

Display “New Payment
Amount” and link to
resign agreement



Display “New Loan
Added” and link to resign
agreement 


Open for 60 days

Application approved with different 

payment amount and payment schedule

DMCS sends
DCC batch
updates on
statuses for
DCC to email to
borrowers

Once accounts are
assigned to Treasury,

NEW API 3:

DCC > DMCS

Rehab eligible

What if there is an
existing rehab
agreement and a new
loan defaults?

Display “Application
Approved,” Payment
Info, Payment
Instructions

Display “Documentation
Needed” with reasons
for rejection and link to
restart rehab
application

Form field: 

Your income

Back-end technology actions

Studentaid.gov
calls DMCS for
borrower SSN/
DOB

Display Rehab Agreement page

Display
Application
Submission
Confirmation
page

No

Single

if accepting new amount

if rejecting new estimate

rejected

Display modal to
choose file, add
name and type

Review updated
rehabilitation
agreement & MPA

response to the borrower
via Tapestry

DMCS with reject reason
(“action result code”),
summary of docs received
and copy of the response
sent to borrower

DMCS Tools outputs
monthly payment
calculation and
payment due date

the monthly payment
amount estimate to the
DMCS Tools output to
determine if the payment
amounts are the same or
different

Bi Ops Agent confirms in
DMCS Tools to establish a
z

payment and generate a
notice request from DM to
send an RH 24

API

DCC > NSLDS

Check for
defaulted loans
to reduce calls
to DMCS

Submit new
agreement to sign

if wants to go back to original estimate

No

Yes

No I don’t have access to 1040 or Tax Transcript

Borrower is not eligible

No SSN found:

Either no defaulted loans or SSN is wrong

Display Default
Disclaimers

Display Loan
Rehabilitation
Application
Overview

Form field: Has your
information changed
significantly from
your last tax return?

Form field:
Access to your
spouse’s 1040
or tax
transcript?

Make a payment

Review application status

Yes

Display Default
Resource
Center page

Post MVP

approved

Review instructions to
make a payment

Form field: 

Your AGI

Single

What part of the service do they interact with?

Open questions

if already logged in

Click into “Rehab
application” card

Reject FIS estimate

Front-end actions


What are people on the back end doing outside the
systems?

Follow email link
to My Activity

if not already logged in

Click “Request
alt payment
amount”

Find W2, paystubs,
employer letter,
bank account
statement

go back & edit any
incorrect fields

Approve or reject

PAIN POINT

see other payment option

⚠️Delay

Update
borrower
information in
My Account

☎️ Call DRG

Verify
information
freshness

PAIN POINT

PAIN POINT

EXIT

My Activity

Yes I have my previous

year’s tax transcript or 

federal return

Find tax
transcript or
federal return

PAIN POINT

Sign and submit

NEW API 2:

DCC > DMCS

Rehab status

New defaulted loan added to portfolio,

so borrower needs to resign agreement, though 

the payment amount remains the same

Application rejected due to invalid 

or incomplete docs

Start new application with corrections
based on rejection reasons

Follow FIS route