[Federal Register Volume 83, Number 201 (Wednesday, October 17, 2018)]
[Notices]
[Pages 52427-52436]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2018-22646]
-----------------------------------------------------------------------
DEPARTMENT OF EDUCATION
Application to Pilot; Federal Student Aid's Next Generation
Financial Services Environment--Payment Vehicle Account Program Pilot
AGENCY: Federal Student Aid, Department of Education.
ACTION: Notice.
-----------------------------------------------------------------------
SUMMARY: The Department of Education's Federal Student Aid office is
issuing a Notice inviting Applications from parties to implement a
Pilot of a Payment Vehicle Account Program.
DATES:
Applications Available: October 17, 2018.
Deadline for Transmittal of Applications: November 7, 2018.
In-Person Presentations for Applications selected to Present (45
minutes) and Discussion Session (45 minutes): November 21, 2018 to
November 28, 2018.
Intended Award Date: December 5, 2018.
Individuals with disabilities who need an accommodation or
auxiliary aid in connection with the Application (``Application'')
process should email [email protected]. If the Department of
Education (``Department'') provides an accommodation or auxiliary aid
to an individual with a disability in connection with the Application
process, the individual's Application remains subject to all other
requirements and limitations in this Notice (``Notice'').
FOR FURTHER INFORMATION CONTACT: Please email [email protected].
You may also contact Dr. Charles Patterson, Project Advisor at (202)
377-4133, or Emily Malone, Project Advisor at (202) 377-4624.
If you use a telecommunications device for the deaf (TDD) or a text
telephone (TTY), call the Federal Relay Service, toll free, at 1-800-
877-8339.
SUPPLEMENTARY INFORMATION:
Full Text of Announcement
Summary of Payment Vehicle Account Program Pilot
Federal Student Aid (FSA), an office of the United States
Department of Education, intends to enter into one or more Cooperative
Agreements (``Cooperative Agreement'') for a Program Pilot (``Pilot'').
This Pilot is intended to guide the establishment and delivery of a
student-focused electronic Payment Vehicle Account Program
(``Program''). This Payment Vehicle Account (``Payment Vehicle
Account'') will have direct connectivity, through integration with
FSA's myStudentAid Super Portal Mobile App (``Super Portal Mobile
App''), to a robust set of app functionalities that are important to
help students pursue, finance, and complete their postsecondary
education.
In the first phase of the selection process for this Pilot, FSA is
inviting interested parties to submit Applications to enter into
Cooperative Agreements to serve as Pilot Implementer(s) (``Pilot
Implementer(s)'') in FSA's Payment Vehicle Account Program. FSA will,
at its sole discretion, select one or more parties to serve as Pilot
Implementer(s) of the Pilot. The Department has determined that a
Cooperative Agreement is the appropriate vehicle for this Pilot,
because FSA is not acquiring property or services for the direct
benefit or use of the Government (``Government''). Rather, FSA is
transferring a thing of value (including, and of importance, the
authority to use the FSA brand) to the recipient to carry out a public
purpose of support or stimulation authorized by law, which is to
improve service to students and other participants in the student
financial assistance programs.
FSA will select one or more eligible Applicants that meet the
Program Pilot Requirements set forth in this Notice to serve as Pilot
Implementer(s), based upon the selection criteria and using the process
set forth in Sections IV and V of this Notice.
Using one or more Cooperative Agreements, FSA will authorize one or
more Pilot Implementer(s) to utilize the FSA brand in connection with
piloting a Payment Vehicle Account. The Pilot Implementer(s) will,
thus, be supported and required to establish a Payment Vehicle Account,
and will agree to abide by customer-friendly terms and conditions as
defined and updated at FSA's sole discretion. The Pilot is intended to
run through December 2020, but may be extended, expanded, or terminated
at the sole discretion of FSA. The term of the Cooperative Agreement
will be for the duration of the Pilot, plus 12 months thereafter.
The Pilot will be administered at multiple Schools (``School'')
that volunteer to participate and are selected by FSA in consultation
with the Pilot Implementer(s). Evaluation of the Pilot will be
conducted by an independent party using a mixed methods research
protocol, which combines quantitative and qualitative assessments to
measure benefits and perceptions of Program utility, efficiency, and
ease of use by Customers (``Customer'') and Schools.
The Government will not make payments to the Pilot Implementer(s)
for any aspect of the Pilot. The Pilot Implementer(s) may not charge
any fees to participating Customers for any aspect of the Payment
Vehicle Account or any other activity in association with the Pilot.
Additionally, the Pilot Implementer(s) must ensure that, for
participating Schools, the debit fee rate or an interchange rate
(including for tuition, fees, and School-owned merchants such as
bookstores, cafeterias, etc.) will be assessed at $0 or 0 percent.
Student participation in the Pilot is voluntary. The Pilot
Implementer(s) and Pilot Participant(s) (``Pilot Participant(s)'') must
have policies to protect the security and privacy of the personal and
private information of Customers who elect to participate in the
Program. See Section I and Subsection Privacy of Customer Information
and Restrictions on Marketing Use, for more information.
All personal and related transaction information is the property of
the participating Customer and named Issuing Financial Services
Institution (``Issuing Financial Services Institution'') of the Payment
Vehicle Account as required by Federal and State laws that apply to
financial services institutions. Any use of participating Customer-
specific Payment Vehicle Account information must be authorized with
explicit participating Customer opt-in methods on a by-occurrence
basis, and not through general or blanket opt-in methods. Under the
Cooperative Agreement, the Pilot Implementer(s) will be required to
provide noncustomer specific, aggregated or disaggregated Program-
related information to FSA by way of reports that ensure the anonymity
of participating Customers.
I. Opportunity Description
Definitions: For purposes of this Notice and the Pilot, the
following definitions apply:
[[Page 52428]]
Application is the document completed by entities that
wish to be considered as Pilot Implementers.
Co-brand is a strategic alliance of multiple brands, which
will include the FSA brand and may include the brand of the Issuing
Financial Services Institution and Payment Brand.
Cooperative Agreement is the legal instrument that will
establish the relationship between the Department and the Pilot
Implementer(s).
Customer is any person who is attending or associated with
a School and received title IV aid from FSA.
Department refers to the U.S. Department of Education.
Government refers to the United States Federal government
acting through the U.S. Department of Education and its Federal Student
Aid office, and other authorized agencies.
Issuing Financial Services Institution is the financial
services institution that issues the Payment Vehicle Account to
participating FSA Customers.
myMoney Tile is a tile within the Super Portal Mobile App
through which the Vendor Mobile App is launched.
NextGen refers to FSA's Next Generation Financial Services
Environment, a new digital engagement services and payments platform
developed by FSA to ensure FSA Customers enjoy a world-class customer
experience throughout their education finance journey.
Notice is this announcement of the opportunity for parties
to pilot a Payment Vehicle Account Program.
Payment Brand is a payment network or clearing authority
ensuring funds are settled between the merchant's bank and the Issuing
Financial Services Institution.
Payment Vehicle Account is an account established by the
Payment Vehicle Account Program for participating Customers to receive
their credit balance funds for title IV Federal aid and other student
aid, which may also be used to conduct other transactions through both
a physical and virtual card. The participating Customer is the owner of
the Payment Vehicle Account.
Payment Vehicle Account Product (or Product) represents
the features, functionality, and attributes of the Payment Vehicle
Account as provided by the selected Pilot Implementer(s) and Pilot
Participant(s).
Payment Vehicle Account Program (or Program) is the
complete set of offerings, features, and benefits of the Payment
Vehicle Account including: Payment capability, Vendor Mobile App,
participating customer enrollment/engagement, and other content or
tools. It is managed by the Pilot Implementers through the process
outlined in this Notice.
Pilot is the initial and test phase of the Payment Vehicle
Account Program.
Pilot Implementer(s) is a party that works directly with
FSA by way of a Cooperative Agreement and is responsible for providing
a turnkey Payment Vehicle Account Program solution that includes at
least the combination of an Issuing Financial Services Institution,
Processor, Payment Brand and Product. A Pilot Implementer must be an
Issuing Financial Services Institution, Processor, or Payment Brand.
Note: A Pilot Implementer may also be a Pilot Participant.
Pilot Participant(s) is a party that works directly with
the Pilot Implementer(s) under a contract or other appropriate teaming
arrangement to implement the Payment Vehicle Account Program and may be
either the Payment Brand, Issuing Financial Services Institution, or
Processor. Note: A Pilot Implementer may also be a Pilot Participant.
Processor is the company that processes transactions from
a merchant through the Payment Brand and Issuing Financial Services
Institution and processes Payment Vehicle Account statements.
Schools are institutions of higher education, such as
postsecondary schools, vocational schools, universities, and colleges
that have a Program Participation Agreement with the Department under
which their students may receive Federal student loans under title IV
of the Higher Education Act of 1965, as amended.
Super Portal Mobile App is FSA's myStudentAid Super Portal
Mobile App, a key component of the NextGen digital platform that
contains numerous tiles, one of which is the myMoney Tile.
Vendor Mobile App is the app provided by the Pilot
Implementer(s) through which participating Customers can interface with
the Issuing Financial Services Institution to manage and self-service
their Payment Vehicle Accounts. It is launched via the myMoney Tile
residing in the FSA Super Portal Mobile App.
Background
FSA is undertaking transformative measures to establish the Next
Generation Financial Services Environment (``NextGen'') to ensure FSA
Customers enjoy a world-class customer experience throughout their
education finance journey. The size and scale of FSA's consumer loan
portfolio operations are on par with the largest lenders in the United
States, including:
Approximately 42 million Customers across the student-
lending lifecycle.
A total lending portfolio of over $1.4 trillion in
outstanding principal and interest balances.
Annual originations of over 17 million student loans.
Annual processing of nearly 250 million payment
transactions.
Annually processing of 50+ million disbursements totaling
more than $125 billion.
FSA's Next Generation Financial Services Environment digital
platform, along with an omni-channel customer engagement strategy and
commitment to enhanced FSA branding, intends to provide easy, seamless,
and more frequent customer interactions. Mobile-first, mobile-complete,
and mobile-continuous digital customer service will drive short- and
long-term positive outcomes for students and provide better value to
taxpayers.
Payment Vehicle Account Program Pilot Overview: The FSA Payment
Vehicle Account Program is designed to: Provide a no-fee Payment
Vehicle Account to participating Customers; streamline the Schools'
processing of credit balance funds for title IV Federal student aid and
other student aid; and kick-start and continuously promote the
interaction between FSA and its Customers via FSA's myStudentAid Super
Portal Mobile App, which will bring into greater focus that the Federal
Government, through FSA, is the originating source of the student's
Federal student aid. Increased, repeat, and positive interactions with
FSA and the Customer may help to establish a stronger relationship and
in turn help ensure that FSA is the first place Customers turn to for
information about their Federal student aid.
FSA's Super Portal Mobile App, which was fully launched on October
1, 2018, is a component of NextGen's mobile-first, mobile-complete, and
mobile-continuous digital customer service strategy. The Super Portal
Mobile App features the new and improved Mobile FAFSA[supreg] and other
student aid resources. FSA plans to include capabilities and
functionalities for FSA's Customers to not only manage their student
aid but to also receive proactive engagement and financial literacy
guidance. Financial literacy guidance will provide the Customer with
increased access to educational materials related to a Customer's
Federal student aid obligations and options, which are intended to
allow students to make more informed and
[[Page 52429]]
effective financial decisions. To integrate the Payment Vehicle Account
Program into the NextGen digital platform, a tile within the Super
Portal Mobile App labeled myMoney (``myMoney Tile'') will launch the
Pilot Implementer(s)'s Vendor Mobile Account App (``Vendor Mobile
App''). The following representation is for illustrative purposes only:
[GRAPHIC] [TIFF OMITTED] TN17OC18.025
FSA will execute a Cooperative Agreement with one or more Pilot
Implementer(s) to conduct the Pilot. The Pilot will be a ``test-and-
learn'' phase for FSA to assess, based on the experience of the Pilot
Implementer(s), potential strengths and challenges of introducing a
Payment Vehicle Account program that will inform efforts to potentially
take such programs to scale. Applications for Pilot Implementer(s) will
be accepted as described in this Notice.
FSA seeks Pilot Implementer(s) who will coordinate with other Pilot
Participant(s) to drive technology innovation in payment services,
deliver world-class customer service, and recognize the benefits such
an opportunity provides. The principal purpose of these agreements is
to accomplish a public purpose authorized by 34 CFR 668.164 and, in
accordance with 20 U.S.C. 1018(a)(2)(A), ``to improve service to
students and other participants in the student financial assistance
programs.'' As detailed further throughout, we expect there will be
substantial interaction and involvement between FSA and the selected
Pilot Implementer(s) when implementing and operating the Pilot.
FSA will oversee and monitor the Pilot and all associated
activities, including the use of the FSA brand. Pilot Implementer(s)
will provide reports regularly, so that FSA can ensure that the Pilot
Implementer(s) are properly carrying out the Cooperative Agreement. FSA
sets the requirements that Pilot Implementer(s) must adhere to for the
use of the FSA-branded Program, including those regarding the marketing
of data associated with the Payment Vehicle Account.
Rationale for the Program
Eligible colleges and universities receive FSA student financial
aid funds directly from the Department and then apply these funds to
student accounts to cover the cost of tuition and fees. These Schools
are required to provide the credit balance funds to students in a
transparent, timely, and cost-effective manner, at least parts of which
are at no cost to the student. (34 CFR 668.164). This Pilot would be a
completely no-cost solution for participating Customers.
To provide credit balance funds, Schools use a variety of methods
including: Depositing the funds onto a payment card, electronic funds
transfer using the Automated Clearing House (ACH) process, drafting
manual checks, and even cash disbursements.
Through the Cooperative Agreement, FSA seeks to support and
stimulate a Payment Vehicle Account Program that provides the
following:
An optional and consistent credit balance fund payment
method--FSA Customers need a robust, no-fee method that provides easy
access to credit balance funds for title IV Federal student financial
aid and other student aid. Schools need a no-fee, simplified, and
consistent method to administer credit balance funds.
Reduce the burden on Schools--The Program would remove the
burden on Schools to negotiate with third parties for credit balance
fund disbursement products.
Student privacy and data protections--The Program would
provide clear and consistent guidance with respect to specific
participating Customer privacy and protection issues such as those
related to Payment Vehicle Account Product (``Product'') cross-
marketing.
Provide a financial services institution transaction
account to students without such accounts--The Program would provide a
financial services institution transaction account to low-income
students who might otherwise find it difficult to establish such an
account.\1\
---------------------------------------------------------------------------
\1\ According to the 2015 Federal Deposit Insurance Corporation
(FDIC) National Survey of Unbanked and Underbanked Households, the
unbanked and underbanked rates for lower-income households were
higher as compared to households with higher incomes. When citing
reasons why households were unbanked, an estimated 57.4 percent of
unbanked households cited the reason ``do not have enough money to
keep in the account'' and an estimated 27.7 percent cited the reason
``account fees too high.''
---------------------------------------------------------------------------
[[Page 52430]]
Importance of the Program: Receiving Federal student aid may be the
first encounter a student has with a financial services product, as
well as his or her first experience with the Government. As such, the
FSA Payment Vehicle Account Program presents a unique opportunity for
FSA and the Government to demonstrate a positive customer experience,
and to bring into focus for the student that the Federal Government,
through FSA, is the originating source of their Federal student aid.
Bringing an understanding of the originating source into focus for the
student is important because it helps to ensure that FSA is the first
place Customers turn for information regarding their Federal student
aid, which in turn ensures that the Customer receives the most accurate
and trustworthy information regarding their aid.
Program Goals
The Program is seeking to accomplish the following:
Payment Vehicle Account--Provide an economically
advantageous no-fee Payment Vehicle Account for participating FSA
Customers to receive their credit balance funds for title IV Federal
student financial aid and other student aid, and conduct financial
transactions with both physical and virtual card features. The Payment
Vehicle Account could become the primary payment utility vehicle for
FSA Customers to receive both FSA funds and non-FSA funds, which may
originate from Schools, grant providers, employers, family members, or
other third-party sources.
Digital experience--Utilize state-of-the-art digital
technology via the Vendor Mobile App to interact with participating
Customers that is consistent, convenient, relevant, simple, and secure.
Customer engagement--Provide an FSA-branded customer
experience for FSA Customers and Schools that promotes engagement and
frequent use of the Vendor Mobile App.
Process improvement--Achieve greater operational
efficiency and flexibility with Federal student loan and grant fund
administration for Schools and FSA.
Technology innovation--Establish an agile technology
platform where innovation and flexibility are hallmarks of how new
capabilities and features should be deployed for continuous improvement
to customer experience and responsiveness to mandated policies,
procedures, and laws. Technology exists to accomplish this, and more,
for the overall benefit of FSA Customers and taxpayers.
To meet FSA's stated objectives, the Program will require a unique
combination of product features and enhanced digital services via the
Vendor Mobile App working in conjunction with the FSA Super Portal
Mobile App. The Payment Vehicle Account must operate using ``eBanking''
features at its best.
School Selection
In the second phase of the selection process for this Pilot, which
will be conducted at a later date, FSA will reach out to Schools to
gauge their interest in participating in the Pilot. Of the Schools that
confirm interest in participating in the Pilot, FSA, by way of
committee, will make individualized determinations about which Schools
to invite to participate. FSA will consider input from the Pilot
Implementer(s) when making these determinations. FSA will directly
notify those Schools that it selects to participate.
Program Pilot Requirements: Parties applying to be Pilot
Implementers must address the following items in their Applications:
Pilot Implementer(s)'s Duties & Responsibilities:
The Pilot Implementer(s) must provide a Payment Vehicle Account for
eligible participating Customers and students currently enrolled in
postsecondary education who receive Federal student financial aid.
Eligible Customers are borrowers that are eligible for Title IV funds
and attend a participating school location. The Pilot will include
multiple Schools where FSA Customers will be offered the Payment
Vehicle Account as a new option to receive credit balance funds for
title IV Federal aid and other student aid. Subject to change at FSA's
sole discretion, the Pilot will include multiple School site locations.
As noted above, FSA will consider input from the Pilot
Implementer(s) when selecting Schools for the Pilot. A Pilot
Implementer will be responsible for executing an agreement with one or
more of the School(s) selected for the Pilot. FSA will work with the
Pilot Implementer(s) and School(s) to structure the basis of this
agreement.
The Program Pilot requirements create a relationship between the
participating Schools and the selected Pilot Implementer(s) that will
be defined as a Tier 2 arrangement under the Department's Cash
Management Rules. Thus, compliance with 34 CFR 668.164(d)(4)(i) and 34
CFR 668.164(f)(4) is required. The Pilot Implementer(s) must deliver a
full turnkey solution. When submitting an Application in response to
this Notice, a prospective Pilot Implementer shall set forth a
narrative describing how it will assume the duties and responsibilities
of overall Pilot implementation.
Prospective Pilot Implementer(s) must fully describe which Pilot
Participant(s) will provide the following functional activities:
Product Design, Payment Brand (``Payment Brand''), Issuing Financial
Services Institution, Processor (``Processor''), Program marketing to
Customers, and Program interface with and training for Schools.
Customer Journeys
The Pilot Implementer(s)'s understanding of FSA Customer journeys
is critical to the success of the Program. Therefore, applicants must
provide journey mapping throughout the customer lifecycle to
communicate an understanding of the touchpoints and outcomes for each
of the following stages: Awareness, reach, acquisition, usage, customer
support, retention, financial literacy, and high customer satisfaction
with the Payment Vehicle Account Product.
Features and Functionality
Enrollment and Setup. Pilot Implementer(s) must provide Payment
Vehicle Account application, set-up, activation, and usage, with no
requirement for a Customer credit check. Pilot Implementer(s) must
provide Payment Vehicle Account disclosures, subject to FSA approval.
Participating Customers must receive both a physical card and a virtual
card controlled via the Vendor Mobile App. The Payment Vehicle Account
must function as a complete transaction account, providing zero
Customer liability (for theft, lost card, and fraud), charge-back
rights, and have funds protected by the Federal Deposit Insurance
Corporation (FDIC) or the National Credit Union Administration (NCUA).
Pilot Implementer(s) must manage enrollment and communicate with FSA
participating Customers about Payment Vehicle Account activation for
new Payment Vehicle Accounts. Students are not required to participate
in the Payment Vehicle Account Program. Customer participation is
strictly voluntary.
[[Page 52431]]
Funding by Schools. Schools must directly fund the participating
Customer's Payment Vehicle Account with the Customer's credit balance
funds and communicate with the participating Customer about the status
of the credit balance fund and timing, as they currently do with other
credit balance fund processes. Schools may provide both the FSA portion
as well as other money, such as State and institutional aid funds, to
the Payment Vehicle Account. Participating Customers must have the
ability to use the Vendor Mobile App to verify that funds are available
prior to use of the account. To ensure proper Payment Vehicle Account
funding, the Pilot Implementer(s) must work with the Schools to
efficiently deposit credit balance funds for title IV Federal aid and
other student aid to the participating Customer's activated Payment
Vehicle Account.
Funds In/Out. Methods for transferring funds using the Vendor
Mobile App must include: Direct deposit, remote deposit capture,
Automatic Teller Machine (ATM), ACH, merchant-based deposits, debit,
one-time or recurring e-payments (specifically to include a payment for
repayment of Federal student aid), and electronically generated paper
checks to pay for products and services that do not accept electronic
payments. Funds may be sourced from various third parties, such as
School financial aid offices, retail locations, employers, peer-to-
peer, parents, etc.
Acceptance. The Payment Vehicle Account must demonstrate the
ability to be accepted at a wide variety of merchants, both on and off
campus, and at any merchant accepting electronic payments and for e-
commerce transactions. The acceptance process must allow for swipe,
chip, PIN, and contactless payments for physical cards while the Vendor
Mobile App must allow for contactless payments from iOS and Android
smartphones.
ATMs and Bank/Credit Union Cash. The physical card and companion
Vendor Mobile App must be compatible with commercial ATM standards to
allow ATM cash withdrawals. A comprehensive no-fee ``in-network'' ATM
capability must be available as well as a no-fee ``out-of-network.''
More specifically, the Pilot Implementer must ensure convenient access
to the funds in the financial account through a surcharge-free national
or regional ATM network that has ATMs sufficient in number and housed
and serviced such that title IV funds are reasonably available to
students, including at the times the institution or its third-party
servicer makes direct payments into the financial accounts of those
students. Additional no-fee cash locations are encouraged, such as
over-the-counter branch withdrawals.
Vendor Mobile App. The Vendor Mobile App must allow for real-time
interface with the FSA Super Portal Mobile App. Primary features of the
Vendor Mobile App include, but are not limited to: Robust customer
self-service controls, such as card on/off, account status, current
balance, eReceipts, statements, limits/budgeting, history; the
participating Customer's ability to manage spending by geographic
location or merchant code or dollar amount; ATM locator; and direct
connectivity to the payment authorization stream for real-time
transaction alerts, fraud alerts, travel alerts and user level alerts.
Overdraft/NSF. Pilot Implementer(s) must ensure that no overdraft
or insufficient funds fees will be charged as a result of this service.
The Payment Vehicle Account must demonstrate the ability to ensure
protection against overdrafts and any overdraft fees.
Card Features and Additional Attributes. The selected Pilot
Implementer(s) will be invited to provide details regarding potential
additional benefits that may be relevant for students and be provided
at no cost to the participating Customer, such as: Purchase protection,
extended warranty, roadside assistance, travel assistance, lost/delayed
baggage protection, identity theft protection, credit report
monitoring, car rental insurance, and interest paid on funds balances.
Customer Service
General. The Payment Vehicle Account must have omni-channel
customer support to include: Online self-service via the Vendor Mobile
Account; web; Interactive voice response (IVR); and live agent
assistance via phone, chat, email, and Short Message Service (SMS).
Customer service must account for exceptional peak period coverage for
call center staffing at the beginning of each semester when loans are
disbursed, and exceptional customer ``make good'' arrangements must be
in place with regard to fraud or other Payment Vehicle Account issues.
Customer service must also provide for highly responsive and effective
error resolution, complaint management processes and warm
transferability between Schools (if feasible), FSA, and Pilot
Implementer(s)'s call centers. To support participating FSA Customers,
Schools, and FSA Administrators, the Payment Vehicle Account requires a
robust customer service program to resolve Payment Vehicle Account-
related issues, inquiries, fraud (including suspicious activity
notifications), chargebacks, and disputes. The Pilot Implementer(s) are
responsible for card issuance, replacement, cancellation, card issuance
infrastructure, and other items as appropriate to provide physical and
virtual cards.
Support Levels. The Pilot Implementer(s) must operate full levels
of support for Payment Vehicle Account servicing for participating FSA
Customers. First-level support is responsible for: How contacts will be
accepted into digital, online, or live support operations; problem
triage determination and appropriate action; and contact transfer to
second-level support or other appropriate resources as designed in the
customer journey. For Payment Vehicle Account servicing and issues
related to fraud or misallocation of funds, the Pilot Implementer(s)
will provide first-level support for participating Customers with
connection points to second- and third-level support via FSA-staffed
call centers or other resources for questions outside of the Program's
mandate.
myMoney Tile and Vendor Mobile App: The selected Pilot
Implementer(s) will provide the companion Vendor Mobile App, which will
launch behind the myMoney Tile located in the FSA Super Portal Mobile
App. Thus, the Vendor Mobile App must be designed to integrate with the
existing framework of the Super Portal Mobile App. The Vendor Mobile
App must be a free download and must support Android phones, iOS
phones, and all versions that the Super Portal Mobile App supports.
Maintenance must follow Android and iOS update protocols maintaining
backward and future compatibility. The Vendor Mobile App must be
compliant with applicable accessibility standards. The Pilot
Implementer(s) must ensure technical and operational feasibility of the
Payment Vehicle Account and Vendor Mobile App by testing required
functionality and specifications before the launch of the Pilot. The
Vendor Mobile App must implement security protocols to protect mobile
Payment Vehicle Accounts.
Program Training
The Pilot Implementer(s) will be responsible for Program training
and collaborating with the School, as appropriate. The Pilot
Implementer(s) will also be responsible for creating awareness programs
and providing any necessary training for Schools. The Pilot
Implementer(s) will determine the
[[Page 52432]]
process and appropriate level of customization needed for Pilot
implementation at Schools and will be responsible for training
Customers on benefits and use of the Payment Vehicle Account. The Pilot
Implementer(s) will coordinate with FSA customer service to coordinate
procedures and to ensure knowledge transfer to effect world-class
customer service among various service-level tiers.
Program Communication and Branding
The Pilot Implementer(s) are responsible for developing and
executing a communication campaign for each School participating in the
Pilot for the purpose of effectively promoting the Payment Vehicle
Account to FSA Customers. The campaign must provide information that
will help Schools and potential Customers understand the Program.
Plastics, Vendor Mobile App, and all customer-facing communications
should be FSA Co-branded (``Co-brand''). Customer service call centers
should answer the phone with FSA Co-brand acknowledgement.
Additionally, the Payment Vehicle Account card design(s) and all
communication materials should be unique and appealing to the student
market. FSA must concur with all Payment Vehicle Account Program
communication campaigns.
Privacy of Customer Information and Restrictions on Marketing Use
The Pilot Implementer(s) are responsible for having policies to
protect the security and privacy of the personal and private
information of Customers who elect to participate in the Program.
Participating Customer data associated with the Payment Vehicle Account
will be restricted as to any marketing use. Pilot Implementer(s) may
not use participating Customer data for marketing purposes without
explicit permission from the Customer. Any use of the Payment Vehicle
Account/participating Customer data to offer other financial
relationships can only be requested by the Pilot Implementer(s) and
granted by the participating Customer on a specific individual case-by-
case basis. As such, any use of Payment Vehicle Account information for
marketing purposes may be authorized only with explicit opt-in (on a
by-occurrence only basis and not through general/blanket opt-in or
through any opt-out methods) by the participating Customer. Any
participating Customer data used by the Pilot Implementer(s) or Pilot
Participants for purposes other than administering the Program Pilot,
such as offering other financial relationships and marketing use after
explicit opt-in, must be data the Pilot Implementer(s) or Pilot
Participants receive directly from the participating Customer and not
from participating Schools.
Under the Cooperative Agreement, the Pilot Implementer(s) will be
obligated to provide noncustomer specific aggregated Program-related
information to FSA. Additionally, FSA will not receive any individual
Customer records or other individually-identifiable information from
other entities involved in the Pilot, including but not limited to
Program Participant(s) or Schools. These restrictions on data ownership
and use will continue after the expiration of the Pilot and in
perpetuity.
Reporting
Pilot Implementers will not share Customer-level specific data with
FSA nor will FSA share Customer-level specific data with Pilot
Implementers. Pilot Implementers will provide reports to FSA containing
only aggregate data for purposes of FSA's monitoring of compliance and
Program progress.
To ensure anonymity of participating Customers and that data remain
in the aggregate, reports will only be provided to FSA when the report
methodology provides strict assurance of customer identity anonymity
through statistical analysis or expert analysis. The Pilot
Implementer(s) must provide to FSA a set of aggregated information
reports, at regular intervals, to assist in the monitoring and
oversight of the Program. FSA will utilize these aggregated information
reports to ensure that the Pilot Implementer(s) are adhering to their
obligations under the Cooperative Agreement. FSA will maintain the
right to request additional Program-related reports, and on a frequency
as determined by FSA.
At a minimum, the Pilot Implementer(s) must provide reports to FSA
at regular intervals, to be determined by FSA after taking into
consideration the selected Pilot Implementer(s) recommendations.
Reporting intervals and report type classification is subject to change
based on reporting needs. Reporting will include but is not limited to:
Vendor Mobile App reports showing aggregated usage (page views,
downloads, tile views, etc.) and complaints captured through the FSA
Feedback System; a copy of the quality assurance program and related
reports; call center activity reports; and complaint management reports
for: Dispute requests, chargebacks, fraud, etc. Aggregated spending
reports categorized by merchant type will also be required. The Pilot
Implementer(s) are also responsible for reports for key performance
indicators and lost and stolen card reporting.
Additionally, the Pilot Implementer will provide FSA with detailed
periodic market research reports relative to participating Customers
and Schools to gauge Program status and participating School/Customer
satisfaction and perception.
Participating Customers must be provided with a complete report of
their monthly statement showing all purchases, deposits, and other
Payment Vehicle Account activity. Pilot Implementers are encouraged but
not required to include a Payment Vehicle Account feature that provides
a monthly and annual budget summary statement breaking down categories
of spending.
Security
Pilot Implementer(s) must protect participating Customer data and
participating Customer privacy using industry-leading technologies and
methods. Payment Vehicle Account security methods must allow for
Customer-operated account management controls with direct access to the
payment authorization stream that enables participating Customers to
activate Payment Vehicle Account alerts and Customer-driven account and
information control features. Pilot Implementer(s) must ensure that
high-level data security protocols are employed including: Encryption
of data in transit and at rest; and security authorization and testing
to thwart hacking or data intrusion in accordance with payment card
industry standards, other relevant regulations, and state-of-the art
practices. Payment Vehicle Account security must maintain a high order
of commercial security standards including: Lost/stolen cards
reporting; fraud prevention and alerts; mobile PIN reset; suspicious
activity notifications; and the use of standard payment brand chip and
PIN, and appropriate tokenization.
Program Governance
Quality Control. The Pilot Implementer(s) will establish and
execute a Quality Control Plan that ensures all requirements and
performance standards in the Cooperative Agreement are met. The Quality
Control Plan must incorporate functional and physical configuration
audits. The performance requirements and standards outlined must
minimally include: Document control, records management, corrective
action management, internal audits/self-assessments, monitoring,
training, management of teaming partners,
[[Page 52433]]
vendors and other third parties, and performance metrics through
collection of data analytics to evaluate system trends. The Quality
Control Plan must be reviewed and updated at least annually or when a
significant change occurs. This plan, and compliance with it, may be
audited by FSA at any time.
Risk Management. The Pilot Implementer(s) will establish a dynamic,
robust, and forward-thinking risk management plan designed to identify,
assess, manage, and monitor risks. It must incorporate reporting,
monitoring, and process impact analysis. This Quality Control Plan
analysis must include, at a minimum: A clear process for the
identification, assessment, management, and monitoring of risks; a
complete risk register with risks identified and assessed; mitigation
plans for management of high and medium risks; clear monitoring and
escalation processes with supporting reports; and a robust issues log
with specific corrective action plans. The risk management plan must be
reviewed and updated at least quarterly or when a significant event
occurs. The plan may be audited by FSA at any time.
Pilot Implementers must provide a list of reports generated
throughout the Pilot Implementer's and Pilot Participant's security,
compliance, and governance operations. All Pilot Implementers must
allow FSA, or its designated agent, to inspect any risk, compliance,
security, assessment, or penetration testing report relevant to the
systems, processes, and services performing servicing.
Compliance. The Pilot Implementer(s) must agree to abide by all
applicable rules and laws including, but not limited to: Federal and
State rules and laws governing financial services institutions, privacy
rules and laws, consumer laws, and relevant Payment Vehicle Account
set-up and operational rules. The Pilot Implementer(s) must maintain
compliance with all Federal and State requirements governing financial
services institutions, including adhering to industry best practice
with relation to cyber security measures. Under the Cooperative
Agreement, the Pilot Implementer(s) will be required to abide by a
specific list of relevant laws, rules, and regulations. Additionally,
FSA may require the Pilot Implementer(s) to work with the School(s) to
audit the participating Customer list to validate that only individuals
eligible for title IV financial aid, at the time of Payment Vehicle
Account inception, are participating in the Payment Vehicle Account
Program.
Timeline and Project Plan
The Pilot is intended to go live within 60 days of signing of the
Cooperative Agreement, and to conclude in December 2020, or earlier, at
the sole determination of FSA. As stated above, the Payment Vehicle
Account Program Pilot may be extended, or terminated early, at the sole
discretion of FSA.
In the event a Pilot Implementer or Pilot Participant voluntarily
withdraws from the Payment Vehicle Account program, or FSA elects to
remove the party, the Pilot Implementer shall ensure the participating
Customer is not charged a fee nor have funds frozen as part of
transitioning his or her service to another provider or solution at
FSA's discretion and timeline.
The Pilot Implementer(s) must submit a high-level project plan that
adheres to the Department's projected target live date of 60 days after
signing the Cooperative Agreement. The Pilot project's schedule must
indicate when specific Product features will be completed and available
for use by FSA Customers and provide a narrative with the project plan
to highlight when Product features exceed requirements.
Innovation Strategies
FSA encourages the Pilot Implementer(s) to continually recommend
new strategies and identify innovative enhancements regarding the
Program such that the Program remains state-of-the-art. This should
include defining the process for ongoing collaboration with FSA and
innovation, and coordinating the prioritization of enhancements.
Investment
During its evaluation for selection of potential Pilot
Implementer(s), the Department will consider the applicant's proposed
investment to fund Program Pilot development, implementation, and
ongoing management in furtherance of the Pilot's intended goals. Pilot
Implementer(s) must provide estimates of expected monetary and
nonmonetary investments.
Cost and Fee Schedule
The Pilot Implementer(s) may not impose any costs or fees on
participating Customers or Schools related to the Pilot of the Payment
Vehicle Account Program, including but not limited to: Account
activation, account closure, account dormancy, balance inquiry, funds
load/reload, card swipe, customer service, deposit item return,
electronic generated checks, emergency cash advances, access to account
information, foreign transactions, in-network ATM withdrawals/deposits,
out-of-network ATM withdrawals/deposits, insufficient funds, lost or
stolen card reporting, maintenance or residency, membership, overdraft,
peer-to-peer loads, replacement card, stop payment, and use of
alternative cash locations (bank/credit union tellers or merchants). No
costs or fees of any kind may be imposed on participating Customers.
The Pilot Implementer(s) must work with the Pilot Participant(s) to
ensure that, for participating Schools, the debit fee rate, or
interchange rate (including for tuition, fees, and School-owned
merchants such as bookstores, cafeterias, etc.) will be assessed at $0
or 0 percent (or, if debit fees or interchange fees are charged, that
such costs are reimbursed to Schools). Other transactions for non-
School merchants may be assessed at standard debit fee or interchange
rates. Specifics of the payment flows between Participants will be left
to the Pilot Implementer(s) to determine.
In association with the Program Pilot, the Government will make no
payment of any kind to a Pilot Implementer or any other entity under
the Cooperative Agreement. The Government will not accept any payment
from a Pilot Implementer or any other entity under the cooperative
agreement.
Proposed Pilot Assessment Plan
The Pilot will assess how and how well the Payment Vehicle Account
Program is implemented, including how Schools and Customers respond to
it. The assessment will use a mixed-methods research approach with both
quantitative and qualitative elements. The implementation measures will
include, but will not be limited to: Application click rates,
downloads, page views, student acceptance rates and satisfaction, and
product usage. These will be compared or benchmarked to those of other
financial products to gain perspective on responsiveness. In addition,
surveys or interviews will be conducted to examine such issues as
implementation challenges and funding sources.
For example, FSA will determine if the Pilot is meeting its Payment
Vehicle Account objective by examining Program adoption rates. Whether
the Program offers a state-of-the art digital experience and technology
innovation will be assessed in two ways: Through customer satisfaction
ratings and by comparing the technology at and throughout
implementation to that used in comparable financial products, including
new features introduced. The customer engagement objective will be
[[Page 52434]]
assessed by customer satisfaction ratings and Program usage. Process
improvement will be assessed with School feedback and satisfaction
ratings, and the strengths and challenges reported by the Pilot
Implementer(s) and the Schools.
In evaluating the Pilot Implementer(s)' performance under the
Cooperative Agreement, FSA will engage the assistance of a qualified
party or organization.
Waiver of Proposed Rulemaking: Under the Administrative Procedure
Act (5 U.S.C. 553) and the Higher Education Act of 1965, as amended,
the Department generally offers interested parties the opportunity to
comment on proposed selection criteria, definitions, and other
requirements. This is the first competition under 20 U.S.C. 1018 and 34
CFR 668.164(d)(3). With regard to these selection criteria, definitions
and other requirements, we are waiving rulemaking consistent with
section 437(d)(1) of the General Education Provisions Act (GEPA), 20
U.S.C. 1232(d)(1).
Program Authority: 34 CFR 668.164(d)(3); 20 U.S.C. 1018.
II. Applicant Eligibility Information
Eligible Applicants
In order to qualify as Pilot Implementers for the Payment Vehicle
Account opportunity, interested applicants must demonstrate that they
have the capability to meet the Program Pilot requirements by the
implementation date, as outlined in this Notice. Furthermore,
applicants are encouraged to submit Applications for Pilot Implementer
which offer solutions that exceed the stipulated requirements.
FSA will select one or more applicants to become the Pilot
Implementer(s). The Pilot Implementer(s) will be responsible, via a
Cooperative Agreement, for providing a turnkey solution for the Pilot.
Coordination
Pilot Implementer(s) must be willing and able to work with other
entities affiliated with the Government, as well as other organizations
that might conduct activities integral to the success of the Program.
Additionally, to maximize testing and learning results, FSA may select
multiple Pilot Implementers. If more than one Pilot Implementer is
selected, each selected Pilot Implementer will carry out a unique Pilot
at their assigned specific participating School or Schools rather than
FSA requiring multiple Pilot Implementers to coordinate activities at
the same School location(s).
III. Application Format
We recommend that applicants respond to this Notice (1) using 12
point, Times New Roman font, and (2) limit their Applications to 30
total pages, single-sided. This allows for up to 18 pages for selection
criteria and up to 12 pages of supporting exhibits.
Applications submitted in response to this Notice must include the
following general information: Applicant's name and address; and the
representative's name, contact phone number, and email address.
Applications should also follow the format as detailed in the following
Section IV, Application Selection Criteria, of this Notice for:
Strategic Fit and Technical Capability; Past Performance and
References; and Investment. FSA also encourages Pilot applicant(s) to
set forth innovative ideas for accomplishing the objectives of the
Pilot. Innovative ideas should be included when responding to the
criterion for Strategic Fit and Technical Capability.
IV. Application Selection Criteria
FSA will evaluate Applications to determine which applicants it
will invite to make in-person presentations based on the criteria
described below. An applicant's ability to meet the Strategic Fit and
Technical Capability selection criterion is most critical and, thus,
will be the most heavily weighted selection criterion factor. Suggested
page limits for applicants' responses to each criterion are noted in
parentheses below.
(a) Strategic Fit and Technical Capability (up to 10 pages) (70 Points)
In determining strategic fit and technical capability, including an
applicant's privacy and security policies and capabilities, FSA will
evaluate: How well an applicant understands and fulfills the objectives
and requirements of Section I and the Subsection titled Program Pilot
Requirements, the capability of the applicant to meet those objectives
and requirements, and how innovative its technical ideas are. Please
note that all Program Pilot requirements will be evaluated as part of
this selection criterion with the exception of the Investment
requirement, which will receive independent consideration as described
below.
(b) Quality of Past Performance and References (up to four pages) (10
Points)
The Department will consider the relevance and quality of each
applicant's past performance. FSA requires each applicant to provide at
least three references, but we will consider no more than five
references, for each applicant. All references must relate to payment
program-type projects. References may relate to the proposing Pilot
Implementer(s) or Pilot Participants included in an Application.
For all references, the proposing Pilot Implementer(s) must provide
the following information: Name of reference organization, project
type, specific operating entities involved in the work, specific
product/service, period of performance, and geographic reach.
Additionally, for all references, the proposing Pilot Implementer must
provide the contact information for the project officer (or
equivalent), which must include the individual's name, telephone
number, and email address.
For each reference, the proposing Pilot Implementer(s) must
highlight how the previous experience exemplifies exceptional
capabilities and high-quality outcomes in delivering and/or developing
successful payment solutions. This may include, but is not limited to,
providing details related to: Data security, program scale, overcoming
functional and organizational challenges, delivered successful
solutions (e.g., improved customer service, lowered operational costs,
increased digital interactions, improved customer adoption rate, and
increased utilization), and development timeline and costs.
FSA will make commercially reasonable efforts to contact all
provided references in order to verify the accuracy of the information
provided. It is extremely important that references be advised that FSA
may be contacting them. Additionally, FSA will seek the following
information about the Pilot Implementer(s) from references: The record
of performance according to specifications, including standards of good
workmanship; The record of controlling and forecasting costs; the
adherence to contract schedules, including the administrative aspects
of performance; the record of managing the operations and performance
of subcontractors; the reputation for reasonable, cooperative behavior,
and commitment to Customer satisfaction; and the general professional
concern for the interest of the Customer.
Additionally, FSA may consider other relevant past performance
information on applicants, including but not limited to databases, such
as the U.S. Government Past Performance Information Retrieval System or
other available Government sources.
(c) Investment (up to four pages) (20 Points)
As noted in the section titled Program Pilot Requirements above, an
[[Page 52435]]
application must include total anticipated Pilot investment, split into
monetary and nonmonetary investments. An applicant's responses to this
selection criterion must explain how the applicant's proposed
investment will sufficiently fund the development, implementation, and
ongoing management and stated goals of the Program Pilot.
V. Application Selection Process
Estimated Number of Selected Applicants: One or More.
A three-person panel established by FSA will review Applications
and select a limited number of applicants to attend an in-person
presentation and discussion session at FSA headquarters. Sessions will
be conducted at the U.S. Department of Education, Federal Student Aid,
830 First Street NE, Washington, DC 20002. FSA will directly notify
selected applicants to schedule their sessions. Each selected applicant
will be given an individualized session with the three-person review
panel (plus other FSA parties or other Federal personnel in
attendance). Forty-five minutes will be dedicated to the applicant's
presentation with a 45-minute question-and-answer discussion to follow.
During the session, applicants are not restricted to Application
materials and will be permitted to present additional documents and
information. The sessions will be recorded via video, note taking, and/
or summary statements. Following all sessions, the three-person panel
will determine the selected Pilot Implementer(s) and notify all
applicants that they have either been selected or not selected to enter
into a Cooperative Agreement to Pilot the Payment Vehicle Account
Program.
VI. Application and Submission Information
Other Submission Requirements
Interested entities must submit an Application in order to be
considered. If an applicant is not able to currently provide all
elements of the Program, the applicant should provide a timeline for
when those items could be implemented.
Applications may be submitted electronically or in paper format by
mail or hand delivery. We will not consider any Application that does
not comply with the Application submission deadline requirements.
Proprietary Information
Given the types of information requested for this Pilot,
Applications may include business information that applicants consider
proprietary. In 34 CFR 5.11, we define ``business information'' and
describe the process we use in determining whether any of that
information is proprietary and, thus, protected from disclosure under
Exemption 4 of the Freedom of Information Act (5 U.S.C. 552, as
amended). Consistent with Executive Order 12600, applicants should
designate in their Applications any information that they believe is
exempt from disclosure under Exemption 4. Applicants should list the
page number or numbers on which we can find this information in the
appropriate Appendix section of their Applications. For additional
information, please see 34 CFR 5.11(c).
Electronic Submission of Applications
If you choose to submit your Application electronically, which is
the preferred delivery method, email your Application to
[email protected]. Please note the following:
You must complete the electronic submission of your
Application by 4:30 p.m., Eastern Time, on November 7, 2018.
If you choose to submit documents electronically, you must
submit all documents, including any narrative sections and all other
attachments to your Application as files in a portable document format
(PDF) only. If you upload a file type other than a PDF or submit a
password-protected file, we will not review that material.
Prior to submitting your Application electronically, you
may wish to print a copy of it for your records.
We may request that you provide us original signatures on
other documents at a later date.
FSA email systems can only accept incoming files with
attachments smaller than 25 MB. If your entire Application package is
larger than 25 MB, please send multiple emails with appropriate
designations in the subject line and body of the email indicating how
many total emails will be sent with submission of your Application.
Deadline Date Extension in Case of System Unavailability
If you are prevented from electronically submitting your
Application on the deadline date because [email protected] was
unavailable, we will grant you an extension of one business day to
enable you to transmit your Application electronically, by mail, or by
hand delivery. We will grant this extension if:
[email protected] was unavailable for 60 minutes or
more between the hours of 8:30 a.m. and 3:30 p.m., Eastern Time, on the
deadline date; or
[email protected] was unavailable for any period of
time between 3:30 p.m. and 4:30 p.m., Eastern Time, on the deadline
date.
We must acknowledge and confirm these periods of unavailability
before granting you an extension. To request this extension or to
confirm our acknowledgment of any system unavailability, you may email
[email protected] or call the Project Advisors listed under FOR
FURTHER INFORMATION CONTACT in this Notice.
Extensions referred to in this Section apply only to the
unavailability of [email protected]. If [email protected]
is available, and, for any reason, you are unable to submit your
Application electronically, you may submit your Application in paper
format by mail or hand delivery in accordance with the instructions in
this Notice.
Submission of Paper Copies of Applications by Mail: If you submit
your Application in paper format by mail (through the U.S. Postal
Service or a commercial carrier), you must mail the original and two
copies of your Application, on or before the Application deadline date,
to the Department at the following address: Program Administrator for
the FSA Payment Vehicle Account Program, U.S. Department of Education,
Federal Student Aid, 830 First Street NE, UCP 111G5, Washington, DC
20002.
You must show proof of mailing consisting of one of the following:
(i) A legibly dated U.S. Postal Service postmark.
(ii) A legible mail receipt with the date of mailing stamped by the
U.S. Postal Service.
(iii) A dated shipping label, invoice, or receipt from a commercial
carrier.
(iv) Any other proof of mailing acceptable to the Secretary of the
U.S. Department of Education.
If you mail your Application through the U.S. Postal Service, note
that the Department does not accept either of the following as proof of
mailing:
(i) A private metered postmark.
(ii) A mail receipt that is not dated by the U.S. Postal Service.
If your Application is postmarked after the Application deadline
date, we will not consider your Application. Note: The U.S. Postal
Service does not uniformly provide a dated postmark. Before relying on
this method, you should check with your local post office.
[[Page 52436]]
Submission of Paper Copies of Applications by Hand Delivery
If you submit your Application in paper format by hand delivery,
you (or a courier service) must deliver the original and two copies of
your Application by hand, on or before the deadline date, to the
Department at the following address: Program Administrator for the FSA
Payment Vehicle Account Program, U.S. Department of Education, Federal
Student Aid, 830 First Street NE, UCP 111G5, Washington, DC 20002. The
Department accepts hand deliveries daily between 8:00 a.m. and 4:30
p.m., Eastern Time, except Saturdays, Sundays, and Federal holidays.
VII. Other Information
Accessible Format: Individuals with disabilities can obtain this
document in an accessible format (e.g., braille, large print,
audiotape, or compact disc) on request to the Project Advisors listed
under FOR FURTHER INFORMATION CONTACT in this Notice.
Electronic Access to This Document: The official version of this
document is the document published in the Federal Register. You may
access the official edition of the Federal Register and the Code of
Federal Regulations via the Federal Digital System at: www.gpo.gov/fdsys. At this site you can view this document, as well as all other
documents of this Department published in the Federal Register, in text
or PDF. To use PDF you must have Adobe Acrobat Reader, which is
available free at the site.
You may also access documents of the Department published in the
Federal Register by using the article search feature at:
www.federalregister.gov. Specifically, through the advanced search
feature at this site, you can limit your search to documents published
by the Department.
Dated: October 12, 2018.
James F. Manning,
Acting Chief Operating Officer, Federal Student Aid.
[FR Doc. 2018-22646 Filed 10-16-18; 8:45 am]
BILLING CODE 4000-01-P