U.S. Department of Education: Promoting Educational Excellence for all Americans

Common Services for Borrowers-Legacy (CSB-Legacy)

Exhibit 300: Capital Asset Plan and Business Case Summary
Part I: Summary Information And Justification

Section A: Overview

  1. Date of submission: Jul 7, 2008
  2. Agency: 018
  3. Bureau: 45
  4. Name of this Capital Asset: Common Services for Borrowers-Legacy (CSB-Legacy)
  5. Unique Project (Investment) Identifier: 018-45-01-01-01-1070-00
  6. What kind of investment will this be in FY2010? Operations and Maintenance
  7. What was the first budget year this investment was submitted to OMB? FY2004
  8. Provide a brief summary and justification for this investment, including a brief description of how this closes in part or in whole an identified agency performance gap: The original Common Services for Borrowers (CSB) contract was modified in May 2007. So the initial Common Services for Borrowers (CSB) solution, which was designed to re-engineer Borrower Services' core legacy systems and business processes under a single system, is no longer scheduled to be implemented as planned. Although it will still essentially be comprised of the core legacy systems as individual components, it has been modified to improve upon the previous operating efficiencies of totally separate systems. As a result, the current solution will now be known as Common Services for Borrowers-Legacy (CSB-Legacy). The legacy components of CSB-Legacy are the following four separate business processes/systems: Direct Loan Servicing System (DLSS), Debt Management and Collections System (DMCS), Direct Loan Consolidation System (DLCS), and Conditional Disability Discharge Tracking System (CDDTS). The current CSB-Legacy solution will focus on system operations and maintenance and will be operated in a steady state environment. Further, it will involve consolidation of multiple, diverse call centers and operations facilities into fewer, more efficient facilities; and redundant functions will be eliminated to the extent possible.
  9. Did the Agency's Executive/Investment Committee approve this request? yes
    1. If "yes," what was the date of this approval? Aug 30, 2007
  10. Did the Project Manager review this Exhibit? yes
  11. Contact information of Program/Project Manager?
    1. What is the current FAC-P/PM (for civilian agencies) or DAWIA (for defense agencies) certification level of the program/project manager? Waiver Issued
  1. Has the agency developed and/or promoted cost effective, energy efficient and environmentally sustainable techniques or practices for this project. no
    1. Will this investment include electronic assets (including computers)? no
    2. Is this investment for new construction or major retrofit of a Federal building or facility? (answer applicable to non-IT assets only) no
      1. If "yes," is an ESPC or UESC being used to help fund this investment? [Not answered]
      2. If "yes," will this investment meet sustainable design principles? [Not answered]
      3. If "yes," is it designed to be 30% more energy efficient than relevant code? [Not answered]
  2. Does this investment directly support one of the PMA initiatives? yes
    Expanded E-Government
    Financial Performance
    1. Briefly and specifically describe for each selected how this asset directly supports the identified initiative(s)? This investment aligns with e-Government initiative by meeting the following goals: Improved Financial Performance Objectives: Receive a clean audit of the agency's financial report. Expanded Electronic Government Objectives: This is a primary factor driving CSB's support of the PMA. CSB contributes to the fulfillment of service to individuals focused on building easy one-stop shopping creating single points of easy entry to access high quality of governmental services.
  3. Does this investment support a program assessed using the Program Assessment Rating Tool (PART)? (For more information about the PART, visit www.whitehouse.gov/omb/part.) no
    1. If "yes," does this investment address a weakness found during a PART review? [Not answered]
    2. If "yes," what is the name of the PARTed program? [Not answered]
    3. If "yes," what rating did the PART receive? [Not answered]
  4. Is this investment for information technology? yes

For information technology investments only:

  1. What is the level of the IT Project? (per CIO Council PM Guidance) Level 2
  2. In addition to the answer in 11(a), what project management qualifications does the Project Manager have? (per CIO Council PM Guidance) (1) Project manager has been validated as qualified for this investment
  3. Is this investment or any project(s) within this investment identified as "high risk" on the Q4-FY 2008 agency high risk report (per OMB Memorandum M-05-23)? yes
  4. Is this a financial management system? yes
    1. If "yes," does this investment address a FFMIA compliance area? no
      1. If "yes," which compliance area: [Not answered]
      2. If "no," what does it address? Servicing federal student loans. Collecting on defaulted federal student loans. Consolidating federal student loans. Tracking conditional disability discharge loans.
    2. If "yes," please identify the system name(s) and system acronym(s) as reported in the most recent financial systems inventory update required by Circular A-11 section 52 [Not answered]
  5. What is the percentage breakout for the total FY2010 funding request for the following?
Hardware 0
Software 0
Services 100
Other 0
  1. If this project produces information dissemination products for the public, are these products published to the Internet in conformance with OMB Memorandum 05-04 and included in your agency inventory, schedules and priorities? yes
  2. Contact information of individual responsible for privacy related questions:
   
   
   
   
  1. Are the records produced by this investment appropriately scheduled with the National Archives and Records Administration's approval? yes
  2. Does this investment directly support one of the GAO High Risk Areas? no

Section B: Summary of Spending

  1.  

Table 1: SUMMARY OF SPENDING FOR PROJECT PHASES
(REPORTED IN MILLIONS)
(Estimates for BY+1 and beyond are for planning purposes only and do not represent budget decisions)

  PY-1 and earlier PY 2008 CY 2009 BY 2010 BY+1 2011 BY+2 2012 BY+3 2013 BY+4 and beyond Total
Planning: 0 0 0 0          
Acquisition: 57.4 0 0 0          
Subtotal Planning amp; Acquisition: 57.4 0 0 0          
Operations & Maintenance: 257.3 200 238.1 262.8          
TOTAL: 314.7 200 238.1 262.8          

Government FTE Costs should not be included in the amounts provided above.

Government FTE Costs 7.73 2.75 1.14 0.71          
Number of FTE represented by Costs: 71 24 9 6          
  1. Will this project require the agency to hire additional FTE's? no
    1. If "yes", How many and in what year? [Not answered]
  2. If the summary of spending has changed from the FY2009 President's budget request, briefly explain those changes: UPDATES FOR BY 2010: -The Government FTE info needs to be updated based on new guidance that this should include all staff working on the project. However, this info will NOT represent a request for new/additional funding for FTE. - CSB contract ends 2013 so no data will be projected beyond that. - Costs for 2008 and beyond are increasing as a result of two new initiatives added to this project: Lender of Last Resort (LLR) and Loan Purchase (LP). - CSB contract also includes costs for Loan Consolidation. These are paid out of POS (Payment for Origination Services) funding, outside of the FSA budget. This funding comes from ED budget. These costs are NOT included in this 300 as they are not part of the FSA Budget process. - All amounts have been rounded to one decimal place (e.g. 57.4 million) PRIOR NOTES: As explained in Section I.A.8, the CSB contract was modified in May 2007, and the scope of this investment was significantly altered. All remaining project costs are now quantified as information technology costs. Additionally, the summary of spending includes $17.4 million in 2008 and $18.7 million in 2009 of POS for Loan Consolidation.

Section D: Performance Information

Performance Information Table

Fiscal Year Strategic Goal(s) Supported Measurement Area Measurement Grouping Measurement Indicator Baseline Target Actual Results
2004 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Asset and Liability Management Default Aversion -Maintain a Cohort Default Rate (CDR) less than the FFEL program. Baseline is NSLDS computed CDR calculation; CSB's Direct Loan CDR is measured against the FFEL program. Annually, CSB's DL portfolio should have a lower default rate (CDR) than equivalent FFEL rates. The DL Program outperformed FFEL 5.0% to 5.2% in the 2002 Cohort Default Rate overall, as reported 10/2004.
2004 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Increase the % of electronic loan consolidation applications and reduce the "days to consolidate". FY03 = 88% and 31 days, CSB Baseline is 20 days to consolidate all loans per borrower CSB has met or exceeded this measurement each month from Jan to Sep 04.
2004 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Telecommunications facilities (voice and data) provisioned to control abandoned rates and call blockage at the Service Center. Abandoned Rate is 2% and Calls Blocked is .50%. Maintain the Abandon Rate and Call Blockage baseline for CSB. FY04 CSB abandon rate was .26%. Blockage was .91%. Blockage in one of the legacy systems was high for first 3 months of CSB.
2005 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Higher Education Higher Education:Default recovery rate (% of collections divided by the collections portfolio as it existed at the end of the prior year). The FY 2003 rate is used as the baseline. 10 11 By FY 2005 end, the recovery rate exceeded its planned improvement rate of 11%. 11.92% was achieved.
2005 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Customer Results Customer Satisfaction Customer Satisfaction:Borrower satisfaction. The surveys are being developed validated, and scheduled in 2005. TBD TBD Expect to submit Survey form to OMB for approval in November 2005.
2005 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Cycle Time:Number of days to consolidate loans.The objective is to maintain a steady state. 20 20 Loans were consolidated in 15.89 days in Jul., 30.52 in Aug, and 39.46 in Sep.
2005 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Load levels Load Levels: Calls blocked at the Service Centers as a percent. The objective is to maintain a steady state. 0.5 0.5 Blockage was .99% in Jul, .01% in Aug, and .00% in Sep.
2005 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels:Telecommunications facilities (voice and data) provisioned to control abandoned rates as a percent.The objective is to maintain a steady state. 2 2 The abandon rate for Jul was 1.24%, Aug was .77%, and .67% in Sep.
2006 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Higher Education Higher Education:Default recovery rate (% of collections divided by the collections portfolio as it existed at the end of the prior year). The FY 2003 rate is used for the baseline. 10% 11.5% Recoveries achieved a 12.21% rate exceeding the 11.5 planned improvement.
2006 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Customer Results Customer Satisfaction Customer Satisfaction: Borrower satisfaction. Percent of Respondents rated at least a Satisfied or above for Customer Service. 65% 70% 88% of Respondents rated a Satisfied or above for Customer Service.
2006 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Cycle Time: Number of days to consolidate loans. The objective is to maintain a steady state. 20 20 Loans were consolidated in 34.43 days in September 2006 due to a surge in volume equal to 10 times the normal volumes.
2006 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Abandoned rate percent reflects the proportion of callers who, after remaining in the route-to-CSR queue for at least 5 seconds, elects to hang-up and abandon their service attempt. Object is steady state. 2% 2% Abandoned rate was .94% in September 2006.
2006 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Service Center blockage occurs when calls routed from the FTS network exceed the inbound trunk capacity at the centers. The result is a caller receives a busy signal. The objective is a steady state. 0.5% 0.5% Blockage rate was .00% in September 2006.
2007 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Higher Education Higher Education: Default recovery rate (% of collections divided by the collections portfolio as it existed at the end of the prior year). The FY 2003 rate is used as the baseline. 10% 11.5% Recoveries achieved are 10.40% of the 11.5% improvement as of 6-30-07.Recoveries achieved are 7.0% of the 11.5% improvement as of 3-31-07. Recoveries achieved are 2.95% of the 11.5% improvement as of 12-31-06.
2007 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Customer Results Customer Satisfaction Customer Satisfaction: Borrower satisfaction. Percent of Respondents rated at least a Satisfied or above for Customer Services. 65% 70% 86% of respondents rated a Satisfied or above for Customer Service.
2007 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Cycle Time: Number of days to consolidate loans. The objective is to maintain a steady state. 20 20 Loans were consolidated in 14.93 days as of 9-30-07 Loans were consolidated in 13.35 days as of 6-30-07. Loans were consolidated in 15.57 days as of 3-31-07. Loans were consolidated in 15.95 days as of 12-31-06.
2007 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Abandoned rate percent reflects the proportion of callers who, after remaining in the route-to-CSR queue for at least 5 seconds, elects to hang-up and abandon their service attempt. Object is steady state. 2% 2% Abandoned rate was .71% as of 9-30-07 Abandoned rate was .39% as of 6-30-07. Abandoned rate was .47% as of 3-31-07. Abandoned rate was .56% as of 12-31-06.
2007 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Service Center blockage occurs when calls routed from the FTS network exceed the inbound trunk capacity at the centers. The result is a caller receives a busy signal. Objective is a steady state. 0.5% 0.5% Blockage rate was .0% as of 9-30-07. Blockage rate was .0% as of 6-30-07. Blockage rate was .0% as of 3-31-07. Blockage rate was .0% as of 12-31-06.
2008 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Higher Education Higher Education: Default recovery rate (% of collections divided by the collections portfolio as it existed at the end of the prior year). The FY 2003 rate is used as the baseline. 10% 11.5 Recoveries achieved are 12.01% of the 11.5% improvement as of 7-31-08.
2008 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Customer Results Customer Satisfaction Customer Satisfaction: Borrower satisfaction. Percent of Respondents rated at least a Satisfied or above for Customer Services. 65% 70% Survey launched on Monday, July 14, and is designed to survey 1600 borrowers: 800 in repayment, 400 in an in school or grace status, and 400 in default. Projected close date is August 22, 2008. Results expected by end of October 2008.
2008 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Cycle Time: Number of days to consolidate loans. The objective is to maintain a steady state. 20 20 Loans consolidated in (TBD) days as of 9-30-08. Loans consolidated in 18.18 days as of 6-30-08. Loans consolidated in 15.74 days as of 3-31-08. Loans consolidated in 15.81 days as of 12-31-07.
2008 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Abandoned rate percent reflects the proportion of callers who, after remaining in the route-to-CSR queue for at least 5 seconds, elects to hang-up and abandon their service attempt. Object is Steady State. 2% 2% Abandoned rate was (TBD)% as of 9-30-08. Abandoned rate was .56% as of 6-30-08. Abandoned rate was .76% as of 3-31-08. Abandoned rate was .68% as of 12-31-07.
2008 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Service Center blockage occurs when calls routed from the FTS network exceed the inbound trunk capacity at the centers. The result is a caller receives a busy signal. Objective is a steady state. 0.5% 0.5% Blockage rate was (TBD)% as of 9-30-08. Blockage rate was .0% as of 6-30-08. Blockage rate was .0% as of 3-31-08. Blockage rate was .0% as of 12-31-07.
2009 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Higher Education Higher Education: Default recovery rate (% of collections divided by the collections portfolio as it existed at the end of the prior year). The FY 2003 rate is used as the baseline. 10% 11.75% Results will be entered when available in October 2009.
2009 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Customer Results Customer Satisfaction Customer Satisfaction: Borrower satisfaction. Percent of Respondents rated at least a Satisfied or above for Customer Services. 65% 70% Results will be entered when available in October 2009.
2009 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Cycle Time: Number of days to consolidate loans. The objective is to maintain a steady state. 20 20 Results will be updated when available, after each Quarter's results have been analyzed.
2009 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Abandoned rate percent reflects the proportion of callers who, after remaining in the route-to-CSR queue for at least 5 seconds, elects to hang-up and abandon their service attempt. Object is Steady State. 2% 2% Results will be updated when available, after each Quarter's results have been analyzed.
2009 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Service Center blockage occurs when calls routed from the FTS network exceed the inbound trunk capacity at the centers. The result is a caller receives a busy signal. Objective is a steady state. 0.5% 0.5% Results will be updated when available, after each Quarter's results have been analyzed.
2010 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Mission and Business Results Higher Education Higher Education: Default recovery rate (% of collections divided by the collections portfolio as it existed at the end of the prior year). The FY 2003 rate is used as the baseline. 10% 11.75% Results will be entered when available in October 2010.
2010 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Customer Results Customer Satisfaction Customer Satisfaction: Borrower satisfaction. Percent of Respondents rated at least a Satisfied or above for Customer Services. 65% 70% Results will be entered when available in October 2010.
2010 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Processes and Activities Timeliness Cycle Time: Number of days to consolidate loans. The objective is to maintain a steady state. 20 20 Results will be updated when available, after each Quarter's results have been analyzed.
2010 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Abandoned rate percent reflects the proportion of callers who, after remaining in the route-to-CSR queue for at least 5 seconds, elects to hang-up and abandon their service attempt. Object is Steady State. 2% 2% Results will be updated when available, after each Quarter's results have been analyzed.
2010 Goal 3, Objective 2: Deliver federal student aid to students and parents effectively and efficiently. Technology Response Time Load Levels: Telecommunications facilities: Service Center blockage occurs when calls routed from the FTS network exceed the inbound trunk capacity at the centers. The result is a caller receives a busy signal. Objective is a steady state. 0.5% 0.5% Results will be updated when available, after each Quarter's results have been analyzed.

Section F: Enterprise Architecture (EA)

  1. Is this investment included in your agency's target enterprise architecture? yes
    1. If "no," please explain why? [Not answered]
  2. Is this investment included in the agency's EA Transition Strategy? yes
    1. If "yes," provide the investment name as identified in the Transition Strategy provided in the agency's most recent annual EA Assessment. Common Services for Borrowers (CSB)
    2. If "no," please explain why? [Not answered]
  3. Is this investment identified in a completed and approved segment architecture? yes
    1. If "yes," provide the six digit code corresponding to the agency segment architecture. The segment architecture codes are maintained by the agency Chief Architect. For detailed guidance regarding segment architecture codes, please refer to http://www.egov.gov/. 206-000

4. Service Component Reference Model (SRM) Table :

Agency Component Name Agency Component Description FEA SRM Service Type FEA SRM Component Service Component Reused Internal or External Reuse? BY Funding Percentage
Component Name UPI
Security Architecture Provides management capabilities which conform to all Federal Security requirements and FSA security guidelines Security Management Identification and Authentication Identification and Authentication 018-45-03-00-02-2050-00 Internal 0
FSA CSB Customer Relationship Management Establishes and maintains up-to-date borrower records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Relationship Management Call Center Management [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Establishes and maintains up-to-date borrower records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Relationship Management Customer / Account Management [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Establishes and maintains up-to-date borrower records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Relationship Management Contact and Profile Management [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Establishes and maintains up-to-date borrower records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Relationship Management Partner Relationship Management [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Establishes and maintains up-to-date borrower records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Relationship Management Surveys [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Provides borrowers with interface capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Preferences Alerts and Notifications [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Provides borrowers with interface capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Initiated Assistance Self-Service [Not answered] [Not answered] No Reuse 5
FSA CSB Customer Relationship Management Provides borrowers with interface capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Customer Initiated Assistance Assistance Request [Not answered] [Not answered] No Reuse 5
FSA CSB Document Management Provides a suite of tools dedicated to receipt, storage, conversion and distribution of records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Document Management Document Imaging and OCR [Not answered] [Not answered] No Reuse 5
FSA CSB Document Management Provides a suite of tools dedicated to receipt, storage, conversion and distribution of records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Document Management Library / Storage [Not answered] [Not answered] No Reuse 5
FSA CSB Document Management Provides a suite of tools dedicated to receipt, storage, conversion and distribution of records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Document Management Document Conversion [Not answered] [Not answered] No Reuse 5
FSA CSB Data Management Provides data management capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Data Management Data Exchange [Not answered] [Not answered] No Reuse 5
FSA CSB Data Management Provides data management capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Data Management Data Mart [Not answered] [Not answered] No Reuse 10
FSA CSB Financial Management Provides loan repayment, consolidation and collections capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Financial Management Payment / Settlement [Not answered] [Not answered] No Reuse 10
FSA CSB Financial Management Provides loan repayment, consolidation and collections capabilities to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Financial Management Debt Collection [Not answered] [Not answered] No Reuse 10
FSA CSB Document Management Provides a suite of tools dedicated to receipt, storage, conversion and distribution of records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Routing and Scheduling Inbound Correspondence Management [Not answered] [Not answered] No Reuse 5
FSA CSB Document Management Provides a suite of tools dedicated to receipt, storage, conversion and distribution of records to support the Service Debts, Consolidate Loans and Recovery and Resolution business functions Tracking and Workflow Process Tracking [Not answered] [Not answered] No Reuse 5

 

5. Technical Reference Model (TRM) Table:

FEA SRM Component FEA TRM Service Area FEA TRM Service Category FEA TRM Service Standard Service Specification
Call Center Management Component Framework User Presentation / Interface Wireless / Mobile / Voice Avaya, Write-1, 5.1.2.1
Self-Service Component Framework User Presentation / Interface Wireless / Mobile / Voice Avaya, Write-1, 5.1.2.1
Customer / Account Management Component Framework Security Supporting Security Services McAfee Virusscan Enterprise 8.0i
Data Exchange Service Access and Delivery Access Channels Collaboration / Communications FileNet Corporation U.S.A., FileNet/Panagon, 3.6 ESE, SP3
Customer / Account Management Service Platform and Infrastructure Support Platforms Platform Dependent Technologies Hewlett-Packard Company, HP-UX 11.11 Patch B.11.11.0312.4
Identification and Authentication Service Access and Delivery Service Requirements Authentication / Single Sign-on IBM Corporation, Tivoli Access Manager, 5.1.0.13-proxy 5.2 - Idap
Customer / Account Management Service Platform and Infrastructure Software Engineering Integrated Development Environment IBM Corporation, WebSphere Studio Application Developer 5.0, 5.1 for Windows
Customer / Account Management Service Platform and Infrastructure Support Platforms Independent Platform Microsoft Corporation, Windows NT, 4.0
Customer / Account Management Service Platform and Infrastructure Support Platforms Dependent Platform Microsoft Corporation, Windows 2000
Customer / Account Management Service Platform and Infrastructure Support Platforms Dependent Platform Microsoft Corporation, Windows XP
Data Mart Service Platform and Infrastructure Database / Storage Database Oracel Corporation, Oracle RDBMS 9i, Enterprise, 9.2.0.4
Data Exchange Component Framework Security Supporting Security Services RSA Security Incorporated, RSA BSA Libraries, 1.0.0.1
Customer / Account Management Component Framework Business Logic Independent Platform Siebel Systems Incorporated, Java API, 1.4.2
Call Center Management Service Platform and Infrastructure Delivery Servers Application Servers Siebel Systems Incorporated, Siebel 7.5
Customer / Account Management Service Platform and Infrastructure Delivery Servers Application Servers Siebel Systesms Incorporated, Siebel 7.5
Contact and Profile Management Service Platform and Infrastructure Delivery Servers Application Servers Siebel Systems Incorporated, Siebel 7.5
Customer / Account Management Service Platform and Infrastructure Support Platforms Independent Platform Sun Microsystems Incorporated, Java 2 Enterpreise Edition, 1.4.2.03
Customer / Account Management Service Interface and Integration Integration Middleware Sun Microsystems Incorporated, Java Messaging Service, 1.4.2.03
Data Exchange Component Framework Data Management Database Connectivity Sun Microsystems Incorporated, Java Database Connectivity, 1.4.2.03
Customer / Account Management Component Framework Business Logic Independent Platform Sun Microsystems Incorporated, Java Development Kit 1.3 PER eDOCS COTS
Customer / Account Management Component Framework Security Supporting Security Services Tripwire Incorporated, Intrusion Detection System, 4.5
Customer / Account Management Service Platform and Infrastructure Database / Storage Storage Symantec Corporation, Veritas NetBackup, 5.1
Data Exchange Service Interface and Integration Integration Middleware IBM Corporation, MQ Series, 5.3
Document Conversion Service Platform and Infrastructure Delivery Servers Application Servers IBM Corporation, Application Server, 5.1
Document Conversion Service Platform and Infrastructure Delivery Servers Web Servers IBM Corporation, HTTP Server (IHS) Server, 1.3.28
Document Conversion Service Interface and Integration Integration Middleware Siebel Systems Incorporated, Enterprise Integration Manager 7.5
Data Exchange Component Framework Data Interchange Data Exchange Microsoft Corporation, Windows 2000 Server, FTP
Customer / Account Management Service Platform and Infrastructure Hardware / Infrastructure Network Devices / Standards Microsoft Corporation, Windows 2000 Server, SNMP
Customer / Account Management Service Platform and Infrastructure Hardware / Infrastructure Network Devices / Standards Microsoft Corporation, Windows 2000 Server, TCP/IP
Data Exchange Service Interface and Integration Interoperability Data Format / Classification Microsoft Corporation, Windows 2000 Server, XML
Customer / Account Management Service Platform and Infrastructure Hardware / Infrastructure Network Devices / Standards Open Source June 1999, www.xmirpc.com, ASP Implementation, XML-RPC
Data Exchange Component Framework Data Interchange Data Exchange Microsoft, Simple Object Access Protocol, Toolkit 3
Customer / Account Management Component Framework Business Logic Independent Platform Hewlett-Packard, Cobol
Partner Relationship Management Service Platform and Infrastructure Delivery Servers Application Servers WebSphere Application SErver 6.0
Surveys Service Access and Delivery Access Channels Web Browser MS IE or Netscape
Alerts and Notifications Service Access and Delivery Access Channels Collaboration / Communications iFAR
Assistance Request Service Access and Delivery Access Channels Collaboration / Communications Internet Explorer
Document Imaging and OCR Component Framework User Presentation / Interface Dynamic Server-Side Display IBM FileNetP8
Inbound Correspondence Management Component Framework User Presentation / Interface Dynamic Server-Side Display Siebel Partner Relationship Management
Process Tracking Service Platform and Infrastructure Delivery Servers Application Servers ClickCommerce Incorporated, TDNgine v2.6.8
Payment / Settlement Service Access and Delivery Access Channels Collaboration / Communications ClickCommerce Incorporated, COMM-PRESS 2000 Ver 4.4.2 *m* (005) (master, triple DES)
Library / Storage Service Platform and Infrastructure Database / Storage Storage Oracle Corporation, Oracle RDBMS 9i, Enterprise 9.2.05
Debt Collection Service Platform and Infrastructure Database / Storage Storage Oracle Corporation, Oracle RDBMS 9i, Enterprise 9.2.05
  1. Will the application leverage existing components and/or applications across the Government (i.e., USA.Gov, Pay.Gov, etc)? no
    1. If "yes," please describe. [Not answered]

Part III: For "Operation and Maintenance" investments ONLY (Steady State)

Section A: Risk Management (All Capital Assets)

  1. Does the investment have a Risk Management Plan? yes
    1. If "yes," what is the date of the plan? Aug 8, 2008
    2. Has the Risk Management Plan been significantly changed since last year's submission to OMB? no
    3. If "yes," describe any significant changes: [Not answered]
  2. If there currently is no plan, will a plan be developed? [Not answered]
    1. If "yes," what is the planned completion date? [Not answered]
    2. If "no," what is the strategy for managing the risks? [Not answered]

Section B: Cost and Schedule Performance (All Capital Assets)

  1. Was operational analysis conducted? yes
    1. If "yes," provide the date the analysis was completed. Sep 2, 2008
    2. If "yes," what were the results? Cost and schedule performance for the project were monitored and analyzed on a monthly basis and all are very close to projected estimates. Performance metrics results are acceptable.
    3. If "no," please explain why it was not conducted and if there are any plans to conduct operational analysis in the future: [Not answered]
  2.  
    1. What costs are included in the reported Cost/Schedule Performance information (Government Only/Contractor Only/Both)? Contractor Only

2. b Comparison of Plan vs. Actual Performance Table:

Description of Milestone Planned Actual Variance
Completion Date Total Cost ($M) Completion Date Total Cost ($M) Schedule:Cost
(# days/$M)
In School Dec 31, 2007 19.399 Dec 31, 2007 19.40328 0 -0.00428
Grace or Current Dec 31, 2007 85.494 Dec 31, 2007 85.52561 0 -0.03161
Deferment or Forbearance Dec 31, 2007 23.078 Dec 31, 2007 23.10232 0 -0.02432
Delinquent Day 31 to 90 Dec 31, 2007 5.809 Dec 31, 2007 5.69411 0 0.11489
Delinquent Day 91 to 150 Dec 31, 2007 1.621 Dec 31, 2007 1.67584 0 -0.05484
Delinquent Day 151 to 210 Dec 31, 2007 0.707 Dec 31, 2007 0.68792 0 0.01908
Delinquent Day 211 to 270 Dec 31, 2007 0.25 Dec 31, 2007 0.24868 0 0.00132
Default Status Dec 31, 2007 36.362 Dec 31, 2007 36.43496 0 -0.07296
Conditional Discharge Dec 31, 2007 0.802 Dec 31, 2007 0.79169 0 0.01031
Loan Consolidation Dec 31, 2007 15.444 Dec 31, 2007 15.51345 0 -0.06945
In School Dec 31, 2008 19.583 [Not answered] [Not answered] [Not answered] [Not answered]
Grace or Current Dec 31, 2008 85.425 [Not answered] [Not answered] [Not answered] [Not answered]
Deferment or Forbearance Dec 31, 2008 23.385 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 31 to 90 Dec 31, 2008 5.517 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 91 to 150 Dec 31, 2008 1.533 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 1511 to 210 Dec 31, 2008 0.815 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 211 to 270 Dec 31, 2008 0.255 [Not answered] [Not answered] [Not answered] [Not answered]
Default Status Dec 31, 2008 37.411 [Not answered] [Not answered] [Not answered] [Not answered]
Conditional Discharge Dec 31, 2008 0.958 [Not answered] [Not answered] [Not answered] [Not answered]
Loan Consolidation Dec 31, 2008 17.359 [Not answered] [Not answered] [Not answered] [Not answered]
In School Dec 31, 2009 20.304 [Not answered] [Not answered] [Not answered] [Not answered]
Grace or Current Dec 31, 2009 87.906 [Not answered] [Not answered] [Not answered] [Not answered]
Deferment or Forbearance Dec 31, 2009 23.432 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 31 to 90 Dec 31, 2009 5.476 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 91 to 150 Dec 31, 2009 1.508 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 151 to 210 Dec 31, 2009 0.946 [Not answered] [Not answered] [Not answered] [Not answered]
Delinquent Day 211 to 270 Dec 31, 2009 0.267 [Not answered] [Not answered] [Not answered] [Not answered]
Default Status Dec 31, 2009 39.475 [Not answered] [Not answered] [Not answered] [Not answered]
Conditional Discharge Dec 31, 2009 1.153 [Not answered] [Not answered] [Not answered] [Not answered]
Loan Consolidation Dec 31, 2009 18.696 [Not answered] [Not answered] [Not answered] [Not answered]
Operations & Maintenance Dec 31, 2010 205.3 [Not answered] [Not answered] [Not answered] [Not answered]
             

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