U.S. Secretary Miguel Cardona recently announced significant updates to the Office of Federal Student Aid (FSA) aimed at improving services for students, families, borrowers, and educational institutions.
In a comprehensive letter to FSA staff, Cardona detailed several key initiatives designed to address ongoing management and operational challenges within the organization.
“Over the last three years, the Department and FSA have made great strides in making sure federal financial aid is put in the hands of students,” Cardona wrote. “We have also taken unprecedented steps to protect borrowers from servicing errors while holding servicers accountable. However, changes are needed to make sure students, borrowers, and families have a better user experience with FSA, and we can achieve better outcomes for the millions of people we serve.”
One of the primary steps involves the search for a new chief operating officer (COO) for FSA. This new leader will spearhead efforts to enhance management and execution of critical services, with a strong emphasis on information technology and development. In the interim, Denise Carter has been appointed as Principal Deputy Chief Operating Officer, bringing over three decades of experience in managing complex organizational components.
Additionally, the U.S. Department of Education is conducting a thorough review of FSA’s organizational structure, management practices, staffing, and business processes. This initiative aims to modernize the federal financial aid system and ensure it meets contemporary demands. An independent consulting firm has been hired to provide recommendations on improving FSA’s design, structure, and processes.
To enhance vendor accountability, the department is reviewing contracts and acquisition procedures, ensuring they are structured to meet key deadlines, achieve desired outcomes, and provide value while protecting taxpayer resources. Furthermore, senior leader reporting protocols are being restructured to increase accountability within the agency.
A significant part of the transformation includes establishing a new IT innovation team, who will lead FSA’s digital transformation, recruiting top engineers, project managers, and designers to strengthen the organization’s technological capabilities.
Engagement with external stakeholders is also a priority. The department will seek input from the Office of Inspector General (OIG) and engage members of congress to ensure improvements are aligned with the needs of constituents. Additionally, outreach efforts to parents, students, colleges, and community organizations will continue, with listening sessions planned for the summer to gather feedback and drive program improvements.
