Direct Student Loan Program Management Actions Could Enhance Customer Service

In 1993, Congress authorized the Ford Fed. Direct Loan Program (DLP) as an alternative to the Fed. Family Educ. Loan Program (FFELP). While the DLP was originally mandated to replace FFELP, Congress revised the law allowing both loan programs to continue. Since that time, competition between the programs has been credited with improving borrower benefits & service for schools. The DoE Office of Fed. Student Aid (FSA) & administers the DLP, & one of its goals is to improve customer service. This report examines the extent to which schools participate in the DLP, factors that influenced schools' decision to begin -- & for some schools end -- participation, & steps that FSA has taken to increase the user-friendliness of the program. Charts & tables.Ashby, Cornelia M. is the author of 'Direct Student Loan Program Management Actions Could Enhance Customer Service', published 2004 under ISBN 9780756739737 and ISBN 075673973X.