TAILIEUCHUNG - Management Actions Could Enhance Customer Service

Thirty-nine percent of schools that participated in the Direct Loan Program in 2001-02 also participated in FFELP and provided a number of reasons for doing so. Some schools participated in FFELP, in addition to the Direct Loan Program, to provide PLUS loans to parents. Some financial aid officials reported that parents receive better terms for PLUS loans through FFELP. For 57 percent of schools that participated in both loan programs, maintaining relationships with lenders was an extremely or very important factor in influencing this decision. Through our site visits we learned that some schools do this to establish relationships with lenders in order to allow students access to alternative. | United States General Accounting Office GAO Report to the Ranking Minority Member Committee on Health Education Labor and Pensions . Senate November 2003 DIRECT STUDENT LOAN program Management Actions Could Enhance Customer Service GAO-04-107 November 2003 DIRECT STUDENT LOAN PROGRAM ____Accountability Integrity Reliability Highlights Highlights of GAO-04-107 a report to the Ranking Minority Member Committee on Health Education Labor and Pensions . Senate Management Actions Could Enhance Customer Service Why GAO Did This study In 1993 Congress authorized the William D. Ford Federal Direct Loan Program as an alternative to the Federal Family Education Loan Program FFELP . While the Direct Loan Program 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 and service for schools. The Department of Education s Education Office of Federal Student Aid FSA and its contractors administer the Direct Loan Program and one of its goals is to improve customer service. In light of the upcoming reauthorization of the Higher Education Act HEA which authorizes the loan programs this report examines the extent to which schools participate in the Direct Loan Program factors that influenced schools decision to begin and for some schools end participation and steps that FSA has taken to increase the userfriendliness of the program. What GAO Found Of schools that provided federal loans in every year since 1994-95 approximately 1 200 postsecondary schools or 29 percent have provided loans through the Direct Loan Program and most continued to participate in school year 2001-02. The Direct Loan Program s share of total new loan volume has steadily decreased from its peak of 34 percent in 1998-99 to 28 percent in 2001-02 and the number of schools that have joined the program is much smaller than the number of school that have stopped

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