FOIA Production US Department of Education On PSLF Pt. 4

OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
NOTESAND OBSERVATIONOF ERRORS
FSAhas no servicingopportunity callsfor the month of February 2018.
Vendor Comments and Actions Taken
Granite State has no comments.
FSAReview and Final Results
FSA has no additional comments for this review.
This presen/a//011. documem or report and analyses are pro'11ded for Internal-Use Oniy and may not be shared outside of Federal
Student Aid without the pe1m1ssmn of FSA-Opera/Ions Se1v1ces This presentation. docu1T?ent.report or analysis was created to aid /lie
Dcpar/mcnr of Educa/!On comply L'li/111/slegal ob/1ga/!Onlo col/cc/ /cdcra! s/udcnl loan deb/. T/Jcsc work produe/s may also be used lo
mfo,m /lie creation of futu,e Department and FSA policies.
Comprehensive Phone Call Review-January 2018- Final
Servicer: Granite State

Review Period: 2/19/2018 - 3/16/2018
Final Report Date: 4/5/2018
OBJECTIVE
To assure servicers provide exceptional customer service with the greatest accuracy at contractors
managing call centers under Business Operations Services of Federal Student Aid (FSA). Calls will be
monitored by the FSACall Center Branch staff. The objective of Call Center Branch monitoring is to work
with the servicer toward continual improvement in delivery of its telephonic customer service efforts.
METHODOLOGY
• 2,463 random accounts are selected for in-depth call monitoring review. If necessary, additional
accounts will be selected in the event the primary sample proves to be insufficient.
• Monitors review for compliance with Title IV regulations under 34 CFR685 and 34 CFR682, the
Privacy Act, contract requirements and courtesy to callers.
• Contractor courtesy will be observed in relation to greeting, etiquette, listening and closing.
• Type of Calls Presented to FSA: Recorded
SUMMARY
Below is a summary of the results of our review.
CALLS SUMMARY
Passed Calls: 214
Servicing Opportunity Calls: 2
Total Calls Evaluated: 216

Service Level Target {SLA}: 85%
Actual Score: 99.07%
4
• 80718, !;~/(
) (bl Inbound Calls-lR_300108307520180111, The borrower's parent called about
enrollment verification and account status. The CSRverified account information and will
request enrollment verification. However, the CSRdid not send an in-school deferment to the
borrower to insure there was coverage on the deferment. In addition, the borrower's parent
indicated the account is delinquent, but the CSRdid not ask to have the borrower contact the
servicer to be considered for an administrative forbearance to bring the account current while
the in-school deferment is being processed.
• 80725,l;~l(4l (bl !inbound Calls-lR_300111984520180112, The borrower called to postpone

payments. The CSRverified account information. The CSRapplied a general forbearance with
the borrower's approval to postpone payments. However, the CSRfailed to review
deferment/I DR options given the borrower has nearly exhausted their 36 months of
forbearance.
80718.l)~l)!l I.Inbound Calls-lR_300108307520180111, The in-school deferment application is

automatically sent to the school if updated information isn't provided when we inquire. We agree that
the CSRshould have discussed an administrative forbearance to bring the borrower up to date, as the
parent calling was the borrower. We have used the call as a coaching opportunity with the CSR.
Additionally, we followed up with the borrower in February and an in-school deferment was applied to
the account.
4
8072 (bl( l (b)(Bl Inbound Calls-lR_300111984520180112, We agree with your assessment and have used
the call as a coaching opportunity. We have a counseling hierarchy that we require CSR'sfollow that
prioritizes IDR options first as the best long-term solution. Additionally, we have reached out to the
borrower to discuss whether IDR may be a better long-term solution for them.
FSA Review and Final Results
FSA has no additional comments and accepts the responses provided by Granite State.
T/;1s presenla/1on. document nr repnrt arni 1maiyses are provided tor /,,ter,,al-Use Only and rm,y ,,at be shared outside of Federal
S!uden! Aid w1//10urthe permission of FSA Operations Services This presenld/1011.documenl reporl or ,1na/ys1swds creared ro aid //IC
Depart,,.,ent of Education comply with ,ts leqal ob11qat1onto collect federal student loan debt. These work products ,,.,ay also be used to
inform //IC crea11onof !urure Departmen/ and FSA policies.
Comprehensive Phone Call Review- July 2017 - Final

Review Period: 8/21/2017 - 9/20/2017
Report Date: 11/30/2017
OBJECTIVE
monitored by the FSA Call Center Branch staff. The objective of Call Center Branch monitoring is to work
METHODOLOGY
• Monitors review for compliance with Title IV regulations under 34 CFR685 and 34 CFR 682, the
SUMMARY
CALLS SUMMARY
Passed Calls:
11 '"
Servicing Opportunity Calls: I 9
===,4=,==C:
:===T='="='=C=a=lls='='=a='"="='='·===:I cl
Service Level Target {SLA}: 11 85%

---~I rl--,-,-.-0%-~
~----.-c1-,-.,-s-,-,-"-.
4 5
• 59528,l/~l( l ( ) INICE_879_6446757430607031312_1_ 46, The borrower called about an online
forbearance request and prior enrollment for an in-school deferment. The CSRfailed to resolve
either issues for the borrower.
• 60989, (bl(4l (b)(Bl Inbound Calls-lR_100104075730170727, The borrower called to postpone
general forbearance with borrower's approval to bring account current and postpone payments.
Also, the CSRreviewed TLF qualifications and sent information about the TLF program. However,
the CSRfailed to review IDR and PSLFoptions particularly in light of the borrower's inquiries
about loan forgiveness.
(b)(4)
• 60995, (b)(6l Inbound Calls-lR_300188137320170712, The borrower called to postpone
paymemc~=lSR verified account information and applied a general forbearance with the
borrower's approval to postpone payment. However, the CSRfailed to review IDR and other
repayment options.
• I
61068,!{bl(4l (b)(6l inbound Calls-lR_300187916020170712, The borrower called about
unemployment deferment status. The CSRverified account information. The CSRconfirmed the
borrower has used all of the time allotted for an unemployment deferment and suggested
mandatory forbearance. The CSRsent the mandatory forbearance form which is to be
completed and returned. However, the CSRfailed to review IDR options given the borrower is
not employed with limited income.
• 61166, (bl(4l (bJ(BlOutbound Calls-lR_300180684420170705, The CSRcalled about delinquent

account. The CSRverified account information and indicated the bill was being sent
electronically. The borrower was not aware of the billing for the account and requested a lower
payment. The CSRapplied a graduated repayment plan to lower the payment and bring the
account current. Also, the CSRreferred the borrower to the online process for the auto-debit
process. As requested by the borrower, the CSRchanged correspondence to paper mail.
However, the CSRfailed to review IDR options.
• 62225,!(bl(4l(b)(6J !outbound Calls-lR_100107907530170731, The CSRcalled about delinquent

account. The CSRverified account information. The CSRreviewed deferment options but the
borrower was not eligible. The CSRapplied a general forbearance to bring the account current
and postpone payments. However, the CSRfailed to review IDR options, particularly when the
borrower indicated not being employed.
• 62241,!(bl(4l (bl(6l I.Military-lR_100105063230170727, The borrower called about military

benefits. The CSRverified account information and indicated the account is in an in-school
status. The CSRprovided an incomplete review of military and SCRAbenefits, but completely
covered PSLFbenefits.
• 62252,l/~//i/ I
Military-lR_300180168820170705, The borrower called about process after
information (military orders) is sent to the loan servicer. The CSRverified account information
and reviewed process to document account. However, the CSRfailed to review SCRAand PSLF
benefits.
• 62254,1161(
4) CSI Military-lR_300193649320170717, The borrower called about transferring to
another school. The CSRverified account information and indicated the account is in a grace
period. Also, the CSRexplained the in-school deferment process and sent an in-school
deferment application to the borrower. However, the CSRfailed to review military, SCRAand
PSLF benefits.
• 6230D,l(bl(4l (b)(Bl lschool-lR_300197298420170720, The borrower called about their account .

The CSRupdated and verified account information. Also, the CSRreviewed procedures to access
an online account. The CSRexplained the auto-debit process. The CSRindicated the account has
been reviewed for SCRAeligibility, but the CSRdid not review military and PSLFbenefits.
Vendor Commentsand ActionsTaken
59528, I
l/~l/6l NICE_879_6446757430607031312_1_ 46: We are unable to locate a call recording with
this file name and do not have a representative by this name.
(b)(4)(b)(6)
60989,~--~lnbound Calls-lR_100104075730170727: This is a commercial account and therefore
we are requesting it be removed from our results.
(b)(4)(b)
60995, s nbound Calls-lR_300188137320170712: After reviewing the call recording and the
account in its entirety, we agree that the CSRfailed to counsel the borrower on all available repayment
options. We have addressed this with the CSR.
61068,l(b)(4) (b)(6) !Inbound Calls-lR_300187916020170712: After reviewing the call recording and the
account in its entirety, we agree that the CSRfailed to counsel the borrower on all available repayment
options. We have addressed this with the CSR.
61166, l{b)(4)(b)(6)klutbound Calls-lR 300180684420170705: We agree that the CSRfailed to counsel the
borrower on all available repayment options. This CSRis no longer with our Customer Service team.
6222S,l(b)(4l (b)(6J !Outbound Calls-lR_100107907530170731: After reviewing the call recording and the
account in its entirety, we agree that the CSRshould have discussed long term solutions such as IDR with
the borrower. We have addressed this with the CSR.
I
62241J(b)(4l (b)(B) Military-lR_100105063230170727: After reviewing the call recording and the account
in its entirety, it appears the CSRdid advise the borrower of options available if they were to be
considered active duty/deployed. As they were not currently on active duty, many of these benefits
were not applicable. However, in an effort to be proactive, the CSRdid send a follow up email covering
military benefits. Additionally, the current interest rate is well below 6% and therefore the SCRAbenefit
was not covered as it did not provide a notable value to the borrower. However, we have counseled the
CSRto disclose this benefit going forward.
622S2J(bl(4l (bl k\,1ilitary-lR_300180168820170705: A previous note on the same day indicates that the
previous representative did review both SCRAand PSLFbenefits, but the borrower called back in only to
obtain a specific email address and fax number to send in documentation. The representative offered to
monitor the receipt of these documents and subsequently called the borrower back on 7/10/17 to let
confirm the documentation has been received.
62254,l/~l/6l ~ Military-lR_300193649320170717: After reviewing the call recording and the account in
its entirety, it appears the CSRdid not adequately advise the borrower of all military benefits available.
We have addressed the call with the CSRand scripting has been updated to reference military benefits
at an earlier point in the call for this queue.
4
62300, (bl( l (b)(B) School-lR_300197298420170720: After reviewing the call recording and the account
in its entirety, it appears the CSRdid not adequately advise the borrower of all military benefits
available. However, in an effort to be proactive, the CSRdid send a follow up email covering all military
benefits. We have addressed the call with the CSRand scripting has been updated to reference military
benefits at an earlier point in the call for this queue.
FSA agrees with the response provided by Granite State and has removed review ID 60989 from
the results of the review in the 'Summary' portion of the report. FSA has no additional
comments.
This presenta/lon. document or 1eport and analyses a,e p1ov1ded for lnte,nal-Use Only and may not be shared outside of Federal
Student Aid w1/!,out the pemJJssior; of FSA-Operations Services This prese,,tat1on. documer;/_ report or 1malys1sw1<screated to 8/d //;e
Department of Education comply w/tl1 its legal obligation to collect federal student loan debt. These work products may also be used to
,,,form the creatmn of future Dep1<rlment and FSA po/1c1es
Comprehensive Phone Call Review- June 2017 - Final

Review Period: 7/26/2017 - 8/18/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 "'
==,=3=,==C:
:===T='="='=C=a=lls='='=a='"="='='·===:I cl

---~I rl--,-,-.,-3-%-~
~----.-c1-,-.,-s-,-,-"-.
• 58722, Cristine, Inbound Calls-lR 300176455320170629, The borrower called about IDR
renewal. The CSRverified account information and confirmed the IDR documents have been
received for processing. However, the CSRindicated an administrative forbearance would be

applied to the account to keep it current, but failed to share if the interest is capping or non-
capping.
• I
58906,1)~/)!/ inbound Calls-lR_300155749020170613, The borrower called about their account
(PLUS). The CSRverified account information and reviewed in-school deferment. The CSRpre-
qualified the borrower for an in-school deferment and sent an in-school deferment form which
is to be completed and returned. Also, the CSRapplied an administrative forbearance (hold) to
bring the account current and allow time to submit the deferment form. However, the CSR
failed to indicate if the interest on the forbearance is capping or non-capping.
• l
(b)(4) (b)(6)
59004,~---~
b
utbound Calls-lR_300174583120170628, The CSRcalled about delinquent
account. The CSRverified account information. The CSRreviewed deferment and IDR options.
Also, the CSRpre-qualified the borrower under a mandatory forbearance (student loan debt
burden) and sent an application. The CSRapplied a general forbearance, with the borrower's
approval, to bring the account current. Although the borrower indicated being unemployed, the
CSRprocessed a forbearance instead of attempting to review IDR options.
• 58618,E~i\!/ I
inbound Calls-lR_300168385220170623, The borrower called about their
enrollment status. The CSRupdated and verified account information. The CSRreviewed in-
school deferment and sent a deferment form. Also, the CSRapplied an administrative
forbearance (hold) on the account to allow time to submit the in-school deferment. However,
the CSRfailed to review terms ofthe forbearance.
• 59047,~ Military-lR_300152057020170609, The borrower called about their account. The

CSRverified account information. The CSRapplied a general forbearance, with the borrower's
approval, to postpone payment. However, the CSRfailed to review military and PSLFbenefits.
• I
59050,l(bl(4l (b)(B) Military-lR_300143978420170601, The borrower called about account status .
The CSRverified account information and explained how the account became delinquent.
However, the CSRfailed to review military and PSLFbenefits.
• 59219, ~ School-lR_300151348420170608, A school staff called with the borrower about

postponing payment. The CSRverified account information. Also, the CSRreviewed deferment
and forbearance options. The CSRpre-qualified the borrower under a mandatory forbearance
(student loan debt burden) and sent the forbearance application. The CSRapplied an
administrative forbearance to bring the account current and allow time to submit the
forbearance application. However, the CSRfailed to indicate if the administrative forbearance is
capping or non-capping. Although the borrower is not employed, the CSRfailed to review IDR
options.
58722, 1)~/14)
(bl Inbound Calls-lR_300176455320170629: After reviewing the call recording and the
account in its entirety, we agree that the CSRfailed to advise the borrower that the forbearance was
capping. We have addressed this with the CSR.
58906J/~l/6l I inbound Calls-lR_300155749020170613: After reviewing the call recording and the
account in its entirety, we agree that the CSRfailed to advise the borrower of the terms of the
forbearance. We have addressed this with the CSRand have scheduled a refresher training for her as
two servicing concerns identified for this CSRinvolved forbearance counseling deficiencies.
4
59004, (bl( l (b)(Bl Outbound Calls-lR_300174583120170628: After reviewing the call recording and the
account in its entirety, we agree that the CSRshould have discussed long term solutions such as IDR with
the borrower. This CSRis no longer employed with GSM&R.
586181;~//i/ l 1nbound Calls-lR_300168385220170623: After reviewing the call recording and the
account in its entirety, we agree that the CSRfailed to advise the borrower of the terms of the
forbearance. We have addressed this with the CSRand have scheduled a refresher training for her as
two servicing concerns identified for this CSRinvolved forbearance counseling deficiencies.
59047, ~Military-lR_300152057020170609: After reviewing the call recording and the account in
its entirety, it appears the CSRdid not adequately advise the borrower of all military benefits available.
We have addressed the call with the CSRand scripting has been updated to reference military benefits
at an earlier point in the call for this queue.
4
59050, (bl( l (b)(B) Military-lR_300143978420170601: After reviewing the call recording and the account
in its entirety, it appears the CSRdid not adequately advise the borrower of all military benefits
available. We have addressed the call with the CSRand scripting has been updated to reference military
benefits at an earlier point in the call for this queue.
59219,~ School-lR_300151348420170608: After reviewing the call recording and the account in
its entirety, we agree that the CSRfailed to advise the borrower of the forbearance capping and should
have discussed long term solutions such as IDR with this borrower. We have addressed this with the
CSR.
FSA has no additional comments and accepts the response provided by Granite State.
T/11sprcscnW/1on. document or rcpor/ dnd analyses arc provided /or inrcmdi Use Only and may no/ be s/1arcd ou/s1dc of Feder di
Student /lid without the permission of FS/1-0perat/ons Services. This present<l/lon document report or ana/ys1s was created to aid the
Department of Education comply with its legal obl1gatior; to co/lee/ federal student /oar; debt These work products m1<yalso be used lo
inform the creauon of future Department and FS/l policies.
Comprehensive Phone Call Review- March 2018 - Final

Review Period: 4/19/2018 - 5/11/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 122

Actual Score: 100%
There were no Servicing Opportunity Calls identified for March 2018.
Granite State has no comments.
FSA has no additional comments for this review.
Comprehensive Phone Call Review- November 2017 - Final

Review Period: 12/20/2017 - 1/19/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 273

• 77145, j;~/1
14 (bl !Inbound Calls-lR_200158484330171128, The borrower called about their IDR
status. The CSRverified account information and confirmed the IDR application was just
received (under review). The CSRapplied an administrative forbearance to bring the account
current and allow time to have the IDR application reviewed. However, the CSRfailed to indicate
if the interest on the forbearance is capping or non-capping.
4
• 77204, (bl( l (b)(Bl Inbound Calls-lR_200138408840171130, The borrower called to postpone
payments ecause of pregnancy. The CSRupdated and verified account information. The
applied a general forbearance with the borrower's approval to postpone payments with the
understanding payments will resume when the forbearance expires. However, the CSRfailed to
review I DR/deferment options before applying the forbearance.
• 77303 l(b)(4)(b)(6)
' '
I
Outbound Calls-lR_2001S0423020171120, The CSRcalled about delinquent
account. The CSRverified account information and changed correspondence from email to
paper mail. The CSRapplied a general forbearance with the borrower's approval to bring the
account current with the understanding payments will resume when the forbearance expires.
However, the CSRfailed to review terms of the forbearance.
• 77325, ~utbound Calls-lR_200135005820171108, The CSRcalled about delinquent

account. The CSRverified account information. The CSRreviewed deferment options, but failed
to review IDR options. Further, the CSRdid not review economic hardship deferment for this
borrower. The CSRapplied a general forbearance with the borrower's approval to bring the
account current.
• 77145, ~Inbound Calls-lR_200158484330171128; We believe that this representative did

appropr~unsel the borrower. The CSRdid not request an administrative forbearance; the
forbearance is applied as a result of processing the application, at the time of processing. A
letter is then sent to the borrower indicating exactly what type of forbearance was applied to
the account and whether it is a capping or non-capping forbearance.
• I
77204j(bl( 4l (b)(Bl inbound Calls-lR_200138408840171130; We agree that the CSRshould have
counseled the borrower on IDR and/or deferment options before applying the forbearance. The
account has been reviewed with the CSRas a coaching opportunity.
• 7730 (bl(4l (bJ(Bl utbound Calls-lR_200150423020171120; We agree that the CSRshould
have iscusse capping or non-capping forbearance terms. We have a script in place that is
required before applying a forbearance. We have reviewed this call with the CSRand have used
it as a coaching opportunity.
• 77325, ~Outbound Calls-lR_200135005820171108; We believe that the CSRdid counsel
approp~y. They offered to look at long-term options such as Income-Driven Repayment,
they also attempted to qualify the borrower for a deferment by asking qualifying questions. The
borrower would not have qualified for any deferment options based on their responses.
FSA has no additional comments and accepts the responses provided by Granite State.
This presentation. documem or report and analyses are pro'11ded for Internal-Use Oniy and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn of FSA-Opera/Ions Se1'11ces This presentation. docu1T?ent.report or analysis was created to a.id tl1e
Dcpar/menr of Educal!On comply L'li/111/slegal ob/1gal!Onlo col/cc/ /edcra/ s/udcnl loan deb/. Tlwsc work produe/s may also be used lo
mfo,m /lie creation of foto1e Department and FSA policies.
Comprehensive Phone Call Review- October 2017 - Final

Review Period: 11/17/2017 - 12/19/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 382

• 73840, (bl( 4l (b)(Bl Military-lR_200100351820171011, The borrower called about being

unemployed. The CSRverified account information and indicated account is current based on
unemployment deferment. However, the borrower shared IDR information was recently
received, but the CSRfailed to indicate when the borrower should submit information for IDR
renewal. Also, the CSRfailed to review military, SCRAand PSLFbenefits.
• 73857,~ Military-lR_100183869720171005, The borrower called for 10-day payoff. The

CSRverified account information and provided requested information. However, the CSRfailed
to review military, SCRAand PSLFbenefits.
• 74150,~School-lR_100196943060171009, A school staff called with the borrower about

account status based on enrollment. The CSRupdated and verified account information. The
CSRwill submit a request to determine in-school deferment eligibility (NSLDS).The CSRapplied
an administrative forbearance to bring account current and allow time to have an in-school
deferment applied to the account. However, the CSRfailed to indicate if the interest on the
forbearance is capping or non-capping.
• 74460, h~/1!)
I PSLF-IR_200118482620171024, The borrower called about loan forgiveness. The
CSRexplained some of the eligibility for PSLFand verified account information. The CSRapplied
a general forbearance with the borrower's approval to bring the account current and payments
will resume when the forbearance expires. However, the CSRfailed to review an IDR plan to
enable the borrower to potentially qualify for PSLF.Also, the CSRfailed to explain what type of
organizational employment is needed under PSLF.Further, the CSRfailed to review loan
forgiveness outside of PSLF.
• I.
73340J(bl(4l (b)(B) Military-lR_200100351820171011, We agree that the CSRshould have
discussed IDR recertification as the borrower had no income. We have reviewed this call with
the CSR.Additionally, we have since implemented a new military script that ensures CSR's
inquire about military status at the beginning of each call.
• 73857, 1)~~)i~
~ilitary-lR_100183869720171005, We agree the CSRshould have discussed
these options with the borrower. We have since implemented a new military script that ensures
CSR'sinquire about military status at the beginning of each call.
• 741So,l/~l/6l I
School-lR_100196943060171009, The CSRshould have discussed whether or not
the administrative forbearance was capping or non-capping. We do require a script be read
prior to applying, this has been addressed with the CSR.Additionally, the forbearance was not
applied, rather an in school deferment was backdated.
• 74460,l(b)(4) (b)I ~5LF-IR_200118482620171024, The CSRdid mention Income-Driven Repayment
plans and the need to be on a qualifying plan, however, we should have further discussed the
type of organization the borrower was employed by to try and determine if it qualifies for PSLF.
Additionally, we could have discussed TLF and IDR forgiveness. We have since spoken with the
borrower and begun the IDR application process.
FSAhas no additional comments and acceptsthe responseprovided by Granite State.
Comprehensive Phone Call Review- September 2017 - Final

Review Period: 10/18/2017 - 11/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 317

Actual Score: 97%
• 69377, ~, Inbound Calls-lR100151513920170908_, The borrower called to postpone

payments. The CSRverified account information. The CSRsent student loan debit burden
application to postpone payments because the borrower is on an IDR plan. Also, the CSRapplied
an administrative forbearance to bring the account current, but failed to indicate if interest on
the forbearance is capping or non-capping.
• 69564,~ Inbound Calls-lR_100176241620170928, A third party called (provided school code)

with the borrower about account. The CSRverified account information. The CSRpre-qualified
the borrower under an IDR plan and sent an IDR application. Also, the CSRapplied an
administrative forbearance to bring the account current and allow time to submit the IDR
application. However, the CSRfailed to indicate if interest on the forbearance is capping or non-
capping.
• 70145,l(b)(4)(b)(6) IMilitary-lR_100162617420170915, The borrower called about military

benefits. The CSRverified account information. Also, the CSRreviewed some military benefits
and account status. The CSRreviewed the auto-debit process and provided loan term. However,
the CSRfailed to review SCRAand PSLFbenefits.
• 70149,l(b)(4)(b)(6) IMilitary-lR_100161389320170915, The borrower called about in-school

deferment. The CSRindicated a request was sent to the school regarding enrollment status. The
CSRfailed to determine if military, SCRAand PSLFbenefits should be reviewed because the call
came on the military line.
• 69997,lfil:} Outbound Calls-lR_100156083220170912 (1), The CSRcalled about delinquent

account and verified account information. The CSRpre-qualified the borrower under an IDR plan
and sent an IDR application. The CSRapplied an administrative forbearance to bring the account
current and allow time to submit the IDR application. However, the CSRfailed to review if
interest on the forbearance is capping or non-capping.
• 70003,1\~1\!/ loutbound Calls-lR_100178701820170929 (1), The CSRcalled about delinquent

account and verified account information. The CSRpre-qualified the borrower under an
unemployment deferment and sent an unemployment deferment application. The CSRapplied
forbearance, but failed to review terms of the forbearance.
• l
70175,l(bl(4l (b)(Bl Military-lR_lO0l 72847220170925, The borrower called about their account.
The CSRverified account information. Also, the CSRreviewed military benefits, but failed to
review SCRAand PSLFbenefits.
• I,
70176j(bl( 4l (bl(6l Military-lR_100173150720170925, The borrower called about their account.
The CSRverified account information and indicated the account is in an in-school deferment for
all loans. The call came through the military line, but the CSRfailed to review military, SCRAand
PSLFbenefits.
• 70178, lfil:],
Military-lR_1001S5279S20170912, The borrower called to postpone payment. The
CSRverified account information. Also, the CSRapplied a general forbearance with the
borrower's approval to bring the account current and allow time to submit an IDR application.
However, the CSRfailed to review military, SCRAand PSLFbenefits.
• I
70422,1\~1;!) School-lR_100156692020170913, The borrower called about postponing
payment (PLUS).The CSRupdated and verified account information. The CSRreviewed the in-
school deferment process and sent a deferment application. However, the CSRfailed to explain
interest accrual during the deferment period. Also, the CSRdid a poor job of explaining how
payments are applied to the account and the approximate balance (principal & accrued interest)
when the account enters repayment status.
69377,~ Inbound Calls-lR100151513920170908_, The CSRshould always indicate if

interest on the forbearance is capping or non-capping. This has been addressed with the CSR.
The CSRwill receive retraining regarding forbearance counseling and its importance.
69564, ~, Inbound Calls-lR_100176241620170928, We require that a script is read for all

capping forbearances. We have used this call as a coaching and mentoring opportunity and it
has been addressed with the CSR.The CSRwill receive retraining regarding forbearance
counseling and its importance.
4
70145, h~)( l (bl 1.Military-lR_100162617420170915, This borrower would not benefit from the
SCRAbenefit as his interest rate is lower than benefit offers. We have also e-mailed him with his
military benefits, however, we should have inquired into his interest in PSLF.
I.
70149, l(bl(4l (bl(6l Military-lR_100161389320170915, We believe this borrower was
appropriately counseled as he would not benefit from the SCRAbenefit as his interest rate is
lower than benefit offers. Additionally, we have previously discussed PSLFand other potential
military benefits with the borrower in the past as well as ailed out the available options to him.
I
69997,l/~j (b Outbound Calls-lR_100156083220170912 (1), We require that a script is read for all
70003,~ Outbound Calls-lR_100178701820170929 (1), We require that a script is read for all
70175, (bl(4)(bJ(5l Military-lR_100172847220170925, This CSRis no longer employed at Granite

State.
70176,l(bl(4l (bl(6l ~ Military-lR_100173150720170925, This CSRis no longer employed at Granite

State.
70178, ~ Military-lR_100155279520170912, PSLFbenefits have been previously discussed

and this borrower has been identified as pursuing PSLF.Additionally, we have since
implemented a script inquiring into Military Service as soon as the call is received in order to
review SCRAand other potential benefits they may be eligible for.
70422, ~ School-lR_100156692020170913, The CSRshould have reviewed payment

application as well as interest accrual during a deferment. This is critical to our counseling and
should always be a touch point. We have reviewed this with our CSRand a reminder has been
sent to our customer service team as a whole.
FSA accepts the response provided by Granite State and has no additional comments.
Comprehensive Phone Call Review-April 2018

Review Period: S/14/2018 - 6/19/2018
OBJECTIVE
METHODOLOGY
• 2,S19 random accounts are selected for in-depth call monitoring review. If necessary, additional
SUMMARY
CALLS SUMMARY
Passed Calls: 264
Servicing Opportunity Calls:

• 2730,~100198001020180516, The borrower called about access to their online account

status. During the verification, the CSRwas argumentative and rude (and wrong). The CSR
reviewed options to postpone payments until the borrower's planned return to school. The CSR
applied forbearance with the borrower's approval to bring account current and postpone
payments until the deferment can be certified by the school. However, the CSRfailed to explain
the difference between registration and certification for an in-school deferment and used the
terms interchangeably. Also, the CSRprovided incorrect information with respect to non-
eligibility being only for defaulting on a student loan (delinquency will also prevent eligibility).
• 2730, (b)(6) 00198001020180516, We agree with your assessment and have reviewed and
addresse is call with the CSRas the CSR'stone does not meet our standards. We have also
used the call as a coaching and training opportunity and have scheduled the CSRfor additional
training on In-School deferments and eligibility.
FSAhas no additional comments and accepts the responses provided by Granite State.
T/11sprcsenW/1on. document or rcpor/ dnd analyses arc provided /or inremdi Use Only dnd may nor be s/1ared ours1de o/ Federal
Student l11dwithout the permission of FS/1-0perat/ons Ser'11ces. This present,1/lon document. report or analysis was created to aid tl1e
Department of Educat10n comply w,t/; 1/s legal r,b/1gat10n lo collect federal s/uder;/ lwm deb/. These work products m1<yalso be used lo
inform tl1e creation of future Department and FSl1 policies
Comprehensive Phone Call Review- May 2018

Review Period: 6/20/2018 - 7/16/2018
OBJECTIVE
METHODOLOGY
• Monitors review for compliance with Title IV regulations under 34 CFR 685 and 34 CFR 682, the
SUMMARY
Below is a summary ofthe results of our review.
CALLS SUMMARY
Passed Calls: 252
• 1098,~, 200117699120180529, The borrower called to postpone payments because of

impending unemployment. The CSRverified account information and indicated the borrower
had expired their forbearance time. Also, the CSRindicated the borrower was not eligible for
an unemployment deferment. However, the CSRfailed to inform the borrower to return call
once unemployed to review unemployment options. In addition, the CSRfailed to review IDR
options during the call and to offer IDR as an option once unemployed.
• 2711,~100183889920180507, The borrower called about their account status. The CSR
updated and verified account information. The CSRindicated Student Loan Debt Burden
Forbearance was on the account with the borrower's approval (making the account current).
However, the borrower indicated being unemployed during the conversation. The CSRfailed to
offer IDR and deferment options as alternatives to the Student Loan Debt Burden Forbearance.
4
• 2767 (~l( l (bl 100187276520180509,
The CSRcalled about delinquent account. The CSRfailed
to review complete greeting and verification process. CSRexplained the account had defaulted
and reviewed the default process if payments are not made. Also, the CSRexplained the
process needed for the borrower to setup an auto debit on the account. The CSRapplied a
forbearance with the borrower's approval to bring the account current, but the CSRtold the
borrower $600 is the past due amount that must be paid to bring the account current. In
addition, the CSRwas not focused because an IDR plan based on no income was offered, but
the borrower clearly stated being employed and able to afford the monthly payment.
(b)(4) (b)
• 3360, 6 100186964020180509,
A school staff called with school code to review a
borrower's status. The CSRverified account information and indicated the account is
delinquent. The CSRsent an economic hardship deferment application to the borrower
because the borrower has an EHD with another loan servicer. Also, the CSRapplied a
forbearance to bring the account current and allow time to submit the EHD application.
However, the CSRfailed to review IDR options with loan forgiveness.
4 5
• 1092J/~l( l ( ) 1200117699120180529; We agree with your assessment. The CSRshould have
discussed and Income-Driven Repayment plan with the borrower. Our counseling hierarchy
requires the discussion of IDR plans first before discussing additional options. We have used this
call as a coaching and training opportunity with the CSR.
• 2711,l/~//i/ µ00183889920180507, We agree with your assessment. This CSRwas still in

training and the call was used as a coaching and training opportunity.
• 2767,I\W4l (6) 1100187276520180509, This is a new CSRwho was still in training. The call was
immediately reviewed with the CSRfor coaching and mentoring. Additionally, the borrower was
contacted and is current and enrolled in automatic debit.
• 4) (bl !100186964020180509; We agree with your assessment. The CSRshould have

3360,1\~/1
discussed and Income-Driven Repayment plan with the borrower along with loan forgiveness.
Our counseling hierarchy requires the discussion of IDR plans first before discussing additional
options. We have used this call as a coaching and training opportunity with the CSR.
FSAhas no additional comments and accepts the response provided by Granite State.
This presentatmn. document or report and analyses are provided for lnlemai-Use Only and may no/ be shared outside of Federal
Student Aid wit/1ou/ llw perrmss1on o/ FSA-Oper.>/1ons Servictos This preston!ation document. report or analysis was creDltod lo Did !he
Department of Education r-omply with 1/s legal obilgat1on to roller,/ federal student loen deht These work products mey also he used to
mlorm //JC creation of future Department .>nd FSA pol1c1u
Comprehensive Phone Call Review
TIVA: Great Lakes

Review Period: 5/17/2017 - 6/13/2017
OBJECTIVE
METHODOLOGY
• 1,510 random accounts were selected for in-depth call monitoring review. If necessary,
additional accounts will be selected in the event the primary sample proves to be insufficient.
SUMMARY
CALLS SUMMARY
Passed Calls: 203
Failed Calls: 3

Introduction/Greeting
Identified Self
Failed: 0
Reviewed: 206
% Failed: 0.0
Identified Agency
Failed: 0
Reviewed: 206
% Failed: 0.0
Advised calls may be monitored
Failed: 0
Reviewed: 206
% Failed: 0.0
Authentication/Demographics
Verified borrower name and DOB
Failed: 0
Reviewed: 206
% Failed: 0.0
Followed proper identification procedures
Failed: 0
Reviewed: 206
% Failed: 0.0
Verified/updated the address
Failed: 0
Reviewed: 206
% Failed: 0.0
Verified/updated the phone number
Failed: 0
Reviewed: 206
% Failed: 0.0
Verified/updated the email address
Failed: 0
Reviewed: 206
% Failed: 0.0
Professionalism/ Accuracy/Urgency
Was polite
Failed: 0
Reviewed: 206
% Failed: 0.0
Was enunciating words properly
Failed: 0
Reviewed: 206
% Failed: 0.0
Maintained control of the call
Failed: 0
Reviewed: 206
% Failed: 0.0
Provided accurate information
Failed: 0
Reviewed: 206
% Failed: 0.0
Encouraged fast correspondence turnaround
Failed: 0
Reviewed: 206
% Failed: 0.0
Basic Counseling
Advised of delinquency amount and upcoming payment
Failed: 0
Reviewed: 45
% Failed: 0.0
% Failed: 0.0
Described eligibility requirements for SCRA
Failed: 0
Reviewed: 2
% Failed: 0.0
Agent is able to discuss loan eligibility
Failed: 0
Reviewed: 0
% Failed:
Identified which program(s) borrower may qualify for
Failed: 0
Reviewed: 2
% Failed: 0.0
Verified SCRAeligibility
Failed: 0
Reviewed: 6
% Failed: 0.0
Agent is able to describe the benefits of SCRA
Failed: 0
Reviewed: 0
Reviewed: 0
% Failed:
How to Qualify for PSLF
Failed: 0
Reviewed: 4
% Failed: 0.0
120 Qualifying Payments
Failed: 0
Reviewed: 8
% Failed: 0.0
Eligible Payment Plan
Failed: 0
Reviewed: 3
% Failed: 0.0
Maintain a Full-time Employment Status
Failed: 0
Reviewed: 1
% Failed: 0.0
Work for a Qualifying Employment Status
Failed: 0
Failed: 0
Reviewed: 0
% Failed:
3 Year Post-Discharge Monitoring Period
Failed: 0
Reviewed: 1
% Failed: 0.0
Advised of Reinstatements
Failed: 0
Reviewed: 0
% Failed:
Advised of Future Eligibility For New Loans or Grants
Failed: 0
Reviewed: 0
% Failed:
Advised of Refund Procedures
Failed: 0
Reviewed: 0
% Failed:
1099c Will Be Sent
Deferment
Meaning of Deferment
Failed: 0
Reviewed: 2
% Failed: 0.0
Advised the borrower is s/he qualifies
Failed: 0
Reviewed: 2
% Failed: 0.0
Advised the borrower hows/he applies for deferment
Failed: 0
Reviewed: 0
% Failed:
Borrower understands how longs/he may defer payment
Failed: 0
Reviewed: 1
% Failed: 0.0
Forbearance
Not qualified for deferment but qualified for forbearance
Failed: 0
Failed: 0
Reviewed: 2
% Failed: 0.0
Set up a direct debit
Failed: 0
Reviewed: 5
% Failed: 0.0
Take a payment over the phone
Failed: 0
Reviewed: 18
% Failed: 0.0
Credit cards not accepted
Failed: 0
Reviewed: 6
% Failed: 0.0
Consolidation
Agent explained (when asked by the borrower) benefits of Consolidation
Failed: 0
Reviewed: 1
% Failed: 0.0
ICSR
offered a deferment but not an IDRto the
✓ 4
45811, l.._(b-l(_
5
_1-~----=-~~"!caller
1_(b~l-( is still unemployed. She asked about
continuing whatever she was on. CSRasked if she was still registered with an unemployment
agency. CSRdid not pursue the borrower's status -- whether she might be eligible for an IDR.
CSRvery patiently walked the caller through the website. CSRalso placed a "processing" forb on
the account.
✓ 46895,L(_bl_(4_1_(b_l(~61
___________ ~CSR offered an unemployment deferment but
did not qualify borrower for IDR which may have been more beneficial.
Contact ID Great LakesResponse
Deferment could alleviate the past due; however IDR would be a better long
l(b)(4) (b)(6) term option going forward. This agent will be reminded IDR may be the most
I beneficial option to help the borrower effectively manage their student loan
payments in the future.
Including this request, the borrower utilized 12 months of deferment. IDR

would be a better long term option. This agent will be reminded IDR may be
l(b)(4) (b)(6)
I the most beneficial option to help the borrower effectively manage their
student loan payments in the future.
While Unemployment Deferment may seem an obvious choice, IDR would be

(b)(4) (b)(6) a better long term option going forward. This agent will be reminded IDR may
be the most beneficial option to help the borrower effectively manage their
student loan payments in the future.
FSA has corrected the category "Encouraged expedient correspondence turnaround time" to
reflect 0% instead of 67%. FSA accepts the response from Great Lakes and has no additional
comments.
This presentation. documem or report and analyses are pro'11ded for Internal-Use Only and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn al FSA-Opera/Ions Se1'11ces This presentation. docu1T?ent.report or analysis was created to a.id tl1e
Asked for full past due amount
Failed: 0
Reviewed: 43
% Failed: 0.0
Offered Forbearance
Failed: 0
Reviewed: 11
% Failed: 0.0
Offered lower payment Options
Failed: 0
Reviewed: 12
% Failed: 0.0
Offered Deferment Options
Failed: 0
Reviewed: 1
% Failed: 0.0
Special Consideration for Members of the Military
Failed: 0
Reviewed: 1
% Failed:
No interest payments are required on Direct Loans
Failed: 0
Reviewed: 0
% Failed:
0% interest
Failed: 0
Reviewed: 1
% Failed: 0.0
Military deferment during war or emergency Military deferment after service
Failed: 0
Reviewed: 1
% Failed: 0.0
PSLF
Eligibility for PSLF
Failed: 0
Reviewed: 8
% Failed: 0.0
Explained PSLFLoan Types
Failed: 0
Reviewed: 3
% Failed: 0.0
TPD
Explained How to Apply For TPD
Failed: 0
Reviewed: 1
% Failed: 0.0
Collection Will Suspend In 120 Days
Failed: 0
Reviewed: 0
% Failed:
3 Ways to Document Disability
Failed: 0
Reviewed: 1
% Failed: 0.0
Advised of the TPD Application Process
Failed: 0
Reviewed: 0
% Failed:
Advised of Proper Procedures After Receipt
Failed: 0
Reviewed: 0
% Failed:
IDR
Discussed the borrower's eligibility
Failed: 2
Reviewed: 16
% Failed: 13.0
How Monthy Payments Are Calculated
Failed: 2
Reviewed: 32
% Failed: 6.0
Explained the Title IV loans that qualify
Failed: 2
Reviewed: 3
% Failed: 67.0
How to Apply
Failed: 2
Reviewed: 40
% Failed: 5.0
Reviewed: 0
% Failed:
Explained the meaning of forbearance
Failed: 0
Reviewed: 3
% Failed: 0.0
Provided the borrower with the documentation
Failed: 0
Reviewed: 0
% Failed:
Explained the differences between the types of forbearances
Failed: 0
Reviewed: 0
% Failed:
Read forbearance script
Failed: 0
Reviewed: 27
% Failed: 0.0
Payments
Help accessing Web site
Agent properly explained the program requirements for Consolidation
Failed: 0
Reviewed: 1
% Failed: 0.0
Agent properly advised of loan types available for Consolidation
Failed: 0
Reviewed: 0
% Failed:
Agent properly explained the application process
Failed: 0
Reviewed: 5
% Failed: 0.0
Unknown/Misc/Other
Uknown Misc/Other
Failed: 2
Reviewed: 89
% Failed: 2.0
Depar/1T?en/ of Education comply w1t/1its 1eqal obl1qat1on to coilect federal student loan debt Tl1ese work products may aiso be osed to
inform rhc crcd/!On of lu!urc Dcpar1mcnr and FSA po/1c1cs
Comprehensive Phone Call Review- August 2017 - Final
Servicer: Great Lakes

Review Period: 9/26/2017 - 10/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 '"
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
11
~----.-c1-,-.,-s-,-,-"-.---~I rl--,,-.-,.-,.-~
• 64517, Jbl( 4l (bl(6l JBorrower wanted to get lower payment options .

CSR cor1se1eo Ori ae1e1r11e11c
s1r1ce00110w r was receiving food stamps. CSR did not counsel on
IDR which may have been more beneficial to the borrower.
• 64578, l(bl(4l (bl(6l I

Borrower can't afford making payments. CSRdid
not go through the IDR plans, offered graduated and forbearance plans.
Income-Driven Repayment may have been a more beneficial long term option
on this call. This option should have been offered so the borrower was aware
it was available. It is best practice to explore all repayment plans and present
r)(4) (b)(6)
I the options the borrower is eligible for.
Coaching will be provided to the agent, and the borrower will be contacted to
explore Income-Driven Repayment.
The borrower had Direct Parent Plus loans. Parent Plus loans are not eligible
for Income-Driven Repayment plans, however if the borrower consolidated
(b)(4) (b)(6)
their loan, it is possible they may have been eligible for an Income-Contingent
Repayment plan. Our process of when/how to promote consolidation is
currently being reviewed.
FSA has no additional comments and accepts the response provided by Great Lakes.
This presentation. documem or report and analyses are provided for lnternal·Use Oniy and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn of FSA·Opera/lons Se1v1ces This presentation. docu1T?ent.report or analysis was c1eated to aid the
Depdr/mcn! of Educarion comply w1r/1 i/s legal obilgarion lo col/cc/ federal s/udcn/ /Odil deb/ T/Jcsc work products may also be used lo
inform the creauon of tu/we Department and FS/l pol/c1es.
Comprehensive Phone Call Review- December 2017 - Final

Review Period: 1/18/2018 - 2/15/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 642

• 79836, 6337)(bl(4l (b)(Bl )8orrower asked for a deferment and after asking
qualifying questions, the borrower asked if that different than forbearance. CSRsaid, "yes" and
asked if he would rather do a forbearance. CSRdid not instruct the borrower which was better
but instead read the script and applied forbearance for three months.
• 80127, 5234,l{bl(4l (b)(Bl !sorrower called with lender questions and CSR
explained that Great Lakes is a servicer. Borrower stated she couldn't make a payment because
she was laid off and waiting on unemployment. CSRdid not offer an IDR or deferment options
and instead only offered forbearance.
• 80198, 5582, l(bl(4l (bl(6l l

CSRoffered forbearance but did not ask qualifying
questions for IDR. The borrower stated that he was not working and may have benefitted from
additional longer term options.
• 80277, 6211, l(bl(4l (bl(6l I,Third party called with borrower on the phone. The
borrower stated they are on bed rest and is not working. The CSRchanged correspondence
type, per request. CSRoffered a forbearance but not and IDR or deferment which may have
been more beneficial.
• l
(b)(4) (b)(6)
80508, 5424,. ___________
I
Borrower wanted to postpone current payment.
0
CSRexplained account is past due and forbearance will bring account current. CSRdid not offer
another solution such as IDR or deferment since borrower has been on forbearance for months.
CSRgave military site to apply/upload documentation for 0% interest rate.
4 5
• 80287, 5366,~l(b_l(_
l_(_bl_(
_I-------~lcsR qualified borrower for unemployment
deferment instead of an IDR which may have been more beneficial. CSRnoted that the
borrower had already used 16-months. In this case an IDR may have been better suited for the
borrower and deferment would be saved for future use.
Contact ID I Great LakesResponse
It may have been helpful to explain why deferment would be more beneficial
for the borrower. However, it was clear the borrower did not qualify for
•r-1-(,-l-(b-1(-61------,I deferment at the time the borrower asked about forbearance.
Coaching will be provided to the agent to explain the benefits of deferment

over forbearance in the future.
The borrower stated she would receive unemployment benefits in the next 3
weeks and she could then afford her payments starting the next month.
However, she seemed unsure how everything would play out, so it may have
r)(4) (b)(6) been helpful to discuss Income-Driven and Deferment options.
I Coaching will be provided regarding providing options to our customers. The
borrower has since exited forbearance and is affording the monthly
payments.
The borrower is off work due to a work related injury and is seeing his doctor
12/15/17 to be released back to work. He stated since he should be released
back to work resuming payments in January would work. However, since he
did not know for sure what the future would bring it may have been beneficial
r)(4) (b)(6)
I to discuss more long term options such as Income-Driven Repayment.
Coaching will be provided regarding providing options to our customers. The

borrower will be contacted to review Income-Driven Repayment as a possible
option.
On this call, the third party identified the borrower needed to postpone
payments. A specific option was not requested, so all options should have
(b)(4) (b)(6) been explored.

borrower will be contacted to review Income-Driven Repayment as a possible
option.
The borrower active duty. Additional questions should have been asked to
determine if he may have been eligible for the Military Deferment. If not
eligible, for Military Deferment then Income-Driven should have been
l(b)(4) (b)(6)
I explored.

borrower will be contacted to review Military Deferment and/or Income-
Driven.
The borrower's loan was a P-Plus loan. This loan type is not eligible for
l(b)(4) (b)(6)
I Income-Driven. The agent promoted options accurately.
FSA has no additional comments and accepts the responses provided by Great Lakes.
Comprehensive Phone Call Review- February 2018 - Final

Review Period: 3/13/2018 - 4/17/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 548

During the first round of review, FSA reviewed and accepted the responses for review ID's
84192 and 82751. FSA did request additional review of the call based on Great Lakes' original
response to review ID 82820, stating that "The borrower has a Direct Parent Plus loan which is
not eligible for Income-Driven Repayment plans. This is why the option was not discussed."
Through discussion with Great Lakes, the response was updated in the above section. FSA has
no additional comments and accepts the responses provided by Great Lakes.
This presenta/lon. document or 1eport and analyses a,e p1ov1ded for lnte,nal-Use Only and 1Tlaynot be shared oots1de of Fede1al
S!udon! Aid w1//10ur/ho porm1ssion of FSA Opora/1ons Scrv1cos This proscnld/1on. documonl roporl or ,1na/ys1swds croarcd ro aid //JO
Department of Educ.won comply with ,ts legal obiigauon to collect federal student loan debt These work products may also be used to
,nlrmn the cre1</10"of future Depar!me"t a,,d FSA policies.
• 84192,1•·~)(
4) (b)(B)
-------------~ e
I
Th CSR II d h b b . h
ca e t e orrower to ring t e account
current. The borrower stated that he was at work and couldn't make a payment nor afford any
payment, but that he wanted a forbearance to bring current and that he would call back. The
CSRadvised of the terms of the forbearance and the borrower agreed to the terms. The CSR
encouraged the borrower to call back to look into other options; however, although the
borrower did not seem to rush off the phone, the CSRmay have used this as an opportunity to
ask the borrower a few short questions to determine eligibility for an IDR plan and reach one
call resolution.
rn(b~)(~4)~(b~)(~6)--------~I
• l
82751, ~-----------~The CSRcalled the borrower to bring the account
current. The borrower wanted to know if she needed to make a payment, given that she has a
consolidation application submitted. The CSRadvised that she can make a payment, to which
the borrower made a promise to pay. After the borrower made the promise to pay, the CSR
offered the borrower forbearance. The CSRmay have accepted the promise to pay instead of
the forbearance since the borrower could make the payment or the CSRmay have better
explained the use of forbearance to complete the consolidation. If the borrower waited to
make that payment after the consolidation was complete, the CSRcould have explained that
payment would count towards PSLF.
(b)(4) (b)(6) I
• j
82820, 5644""'==========~-' The CSRcounseled the borrower on his current plan
and gave op ions of other payment plans except for the IDR plan. Borrower was concerned with
lowering payments and the time length of plans. Borrower stated he will make a decision and
call back. Since CSRdid not advise on all plans, the borrower will be making decisions without
having all the payment options and benefits of those plans.
The borrower indicated he was at work and was up in the air. However, since
r)(4) (b)(6) he answered the call, it may have been helpful to make an attempt to keep
I the customer on the line to discuss options
Coaching will be provided.

During Consolidation processing if the borrower cannot make payments a 60
day temporary forbearance is available to suspend payments until the
r)(4) (b)(6) Consolidation is complete. However, it would have been helpful to inform the
I borrower the payment prior to the Consolidation would not count for PSLF,
but payments are always beneficial.
Coaching will be provided

The borrower has one Direct Parent Plus loan serviced by Great Lakes.
l(b)(4) (b)(6)
Therefore, consolidation/lCR were not pursued as options. Rather, the agent
I explained how the borrower could pay the loan off in 10 years, which was his
primary reason for calling.

Review Period: 2/16/2018 - 3/12/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 276

Actual Score: 100%
•
4
81870, j(bl( l (b)(Bl hhe CSRdiscussed the renewal of IDR with the
borrower and how to apply. The CSRdid not ask the qualifying questions.
Contact ID Great Lakes Response
The agent asked prequalification questions of Income-Driven Repayment

l(b)(4) (b)(6)
1 min 29 seconds into the call. These questions were wrapped up around
2 mins 30 seconds.
FSA has reviewed the one call included on this report as a Servicing Opportunity Call and agrees
with Great Lakes assessment. FSA has updated the Summary portion of the report to remove
this call from the review and the score has been updated. FSA has no additional comments and
thanks Great Lakes for their response.

Review Period: 8/17/2017 - 9/25/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 11 s,,

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
Service Level Target {SLA}: 85%11
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-,-,-%-~
• 58840,!{bl( 4l (bl(6l l Borrower's grace period is due to end soon. CSR

wants to go over payment plans. Borrower said the current payment is too high. CSR
immediately suggested a graduated plan. It didn't sound as if the borrower was paying much
attention to the CSR. She sounded half asleep. CSR could have gone over other repayment plans
to see if another plan would be a better match for the borrower.
4
• 539g4,l(bl( l (b)(Bl I,Borrower is over $3,000 past due. She says she
cannot make a payment. CSRsuggested going over some questions. Borrower said she is
unemployed and suggested GL call back at beginning of September. CSRsaid borrower should
call back. She needed to be a bit more forceful with the borrower and ask again to go over
repayment options.
• 59636,!(bl(4l (b)(Bl lCaller asking about postponing her payment. CSR

immediately said she would go through IDR plan. Then she said "instead of IDR she would put
loan into forbearance. She did not explain why she decided not to discuss IDR. She next talked
about doing an unemployment deferment, and then jumped to forbearance again. Next, the CSR
read some notes and told the caller she exceeded her forbearance limits but might be eligible
for additional forbearance time. The final decision was to place a temporary forbearance on the
account even though the CSRtold the caller she exceeded forbearance time. The CSRdid not
explain why she went from IDR to forbearance to deferment and then back to forbearance with
no explanation to the caller.
•
(b)(4)(b)(6)
l
62566, •--------------~Caller
I thought her loans were in deferment. Caller
says she's on workman's comp. Caller is out of forbearance time. CSRmentioned IDR and then
talked about consolidation. The caller seemed interested and the CSRwent over the
consolidation process. CSRneeded to discuss IDR so that caller had all information and could
make an educated decision.
• (bl(4I (bl(5I
l
59060 , •--------------~
lrhe b orrower11 d d d · t
ca e an ma ea promise o pay on
Friday July 7th. The CSRoffered the borrower forbearance when he made a promise to pay for a
date less than a week.
• 59062, j{bl(4l (bl(6l ~he borrower responded to a letter regarding her

account being past due and repayment options. The CSRasked if she could make the past due
payment and asked the qualifying question. The CSRqualified the borrower for a $0 IBR and
provided applications instructions. The borrower placed forbearance on the account to bring the
account current.
59063, Fb)(4)(b)(6)
• hhe borrower requested an unemployment
deferment and asked how much interest accrued on his account within the past 6 months.
• 63174, b 4 b 6 CSRqualified borrower for unemployment

deferment but did not offer/qualify borrower for IDR which may have been more beneficial for
the borrower.
FSA agrees with the response provided by Great Lakes and has removed review ID 59062 from
the "Summary" portion of the report. The 'Actual Score' has also been updated to reflect. FSA
has no additional comments and accepts the response provided by Great Lakes.
This presentation. documem or report and analyses are provided for Internal-Use Oniy and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn of FSA-Opera/Ions Se1v1ces This presentation. docu1T?ent.report or analysis was c1eated to aid the
inform the creauon of tu/we Department and FS/l pol/c1es.
ContactID Great LakesResponse
The borrower indicated they could afford the payment on the Graduated
Repayment Plan. It is best practice to explore all repayment plans and present
the options the borrower is eligible for. This enables the borrower to choose
r)(4) (b)(6)
I the option that is best for them. Income-Driven Repayment should have been
explored.
Coaching will be provided on how to properly offer options to our customers.

When the borrower stated she is unemployed until the fall and will call back
then, it should have been explained that if she allows us to ask questions we
can help determine what options she may qualify for. This may have allowed
r)(4) (b)(6)
I us to keep her on the line to help her.
Coaching will be provided to the agent on how to avoid early termination of a

call.
The offer of options was not structured as it should be. The borrower should
have asked prequalification questions first to determine what the borrower
Fb)(4) (b)(6)
I may be eligible for to allow us to explore the best option. For this borrower's
situation, Income-Driven Repayment should have been explored.
Coaching will be provided on how to properly offer options to our customers.

It may have been helpful on this call to further discuss the Income-Driven
Repayment plan to ensure the borrower had all necessary information to
(b)(4) (b)(6) make an educated decision.
Coaching will be provided to this agent to ensure in the future all necessary
information relevant is provided to our customers.
If the borrower has not scheduled the promised payment, forbearance should
irb)(4) (b)(6)
l(b)(4) (b)(6)
I be offered to prevent continued delinquency.
The agent did a nice job on this call.
It is best practice to explore all repayment plans and present the options the
borrower is eligible for. This enables the borrower to choose the option that is
l(b)(4) (b)(6)
I best for them. Income-Driven Repayment should have been explored as this is
a better long term option.
l(b)(4) (b)(6)
I borrower is eligible for. This enables the borrower to choose the option that is
best for them. Income-Driven Repayment should have been explored.

Review Period: 7/26/2017 - 8/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 '"
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-,-.-%-~
• 57442, Jenny, 9202978063643004851-5042, Poor call quality. Borrower received a letter that
her consolidation application was in process. Caller noticed that her wages are garnished. CSR
under the graduated plan would not be eligible payments.
The agent is accurate regarding the credit reporting. We used to report the
current balance as the unpaid principal balance not including accrued interest
l(b)(4) (b)(6)
I or late charges. However, effective July 2016 the current balance field reports
the payoff amount which includes late charges and all accrued interest. The
agent explained the borrower can make payments during her Income-Driven
Repayment plan to reduce the current balance reported.
On this call, the borrower placed our agent on hold and never returned to the
r)(4) (b)(6)
I call. The agent did not place the borrower on hold.
The agent should have attempted to prequalify the borrower for Income-
Driven Repayment before offering forbearance.
r)(4)(b)(6)
I Coaching will be provided on how to properly offer solutions to our
customers.
It is important to ask questions and explore all available program options. On
this call, it may have been best to prequalify the borrower for Income-Driven
(b)(4) (b)(6)
Repayment which is more of a long term solution.
Coaching will be provided on how to properly offer solutions to our

customers.
This presenta/lon. document or 1eport and analyses a,e p1ov1ded for lnte,nal·Use Only and may not be shared outside of Federal
Student Aid w1/!,out the pemJJssior; of FSA·Operat1ons Services This prese,,tat1on. documer;/_ report or 1malys1sw1<screated to 8/d //;e
said that IDR was not processed in time and that GL never received income verification. CSRtold
her that an add on form and income verification information needs to be completed and
submitted. CSRdid not address the AWG situation.
• 57536, (b)(4l(b)(6J -6346, Borrower put in a renewal application. She

said she sent the necessary information that NN said was missing. CSRsaid they were able to
process the application with information provided. CSRsaid payment went up and borrower
questioned the $100 increase. CSRchecked and the estimate is correct based on the income.
Borrower said that payment is a burden. CSRsuggested forbearance because she is not eligible
for deferment. Borrower is interested in PSLFso forbearance would not work. Not sure if the
CSRchecked other repayment plans. Would graduated repayment plan work for this borrower?
4
• 57626,l(bl( l (b)(B) 1-5764, Borrower's credit score is down. Credit people
said it was due to US Department of ED. CSRsaid it was because of the change in the way GL
needed to report. CSRsaid that credit bureaus are looking for "regular payments." (This is a
puzzling call, is the CSRcorrect regarding the need to make a payment and the way the servicers
need to report?)
• 57770 rb)(4)(b)(6)
1 ICSRput the borrower on hold longer than 4 minutes
and ca I disconnected. All of the borrower's questions were not answered.
• 57809, 6114, 9202983334503004851-6114, Borrower requested forbearance since he lost his

job. CSRdid not renew his IDR plan.
• 55744,l(bl(4l (b)(Bl I 8orrower is past due with another payment due

that day. Borrower thought he deferred the payment. CSRsaid it expired. She asked basic
questions and said he qualified again. She did not ask if his payments were affordable nor did
she discuss any other payment options such as an IDR plan.
Since income documentation has not been received we are unable to pre-
approve the Income-Driven Repayment application. In order for defaulted
loans to be consolidated Income-Driven Repayment pre-approval needs to be
on file. The defaulted loan she is receiving garnishment on can be added to
the Consolidation once documents necessary for pre-approval are received.
r)(4) (b)(6)
I It may have been helpful to also advise the borrower to address the current
garnishment to contact DMCS.
Coaching will be provided to the agent to ensure all concerns are being
addressed in the future.
The borrower's loan balance was almost $80,000. A graduated repayment
plan would have offered a much higher payment then the Income-Driven
l(b)(4)(b)(6)
I Repayment plan she indicated she could not afford. Additionally, if the
borrower is interested in Public Service Loan Forgiveness, payments made
Comprehensive Phone Call Review - March 2018 - Final

Review Period: 4/18/2018 - 5/11/2018
OBJECTIVE
To assure servicers provide exceptional customer service with the greatest accuracy at contractors managing call centers
under Business Operations Services of Federal Student Aid (FSA). Calls will be monitored by the FSACall Center Branch
staff. The objective of Call Center Branch monitoring is to work with the servicer toward continual improvement in
delivery of its telephonic customer service efforts.
METHODOLOGY
• 1,566 random accounts are selected for in-depth call monitoring review. If necessary, additional accounts will
be selected in the event the primary sample proves to be insufficient.
• Monitors review for compliance with Title IV regulations under 34 CFR685 and 34 CFR682, the Privacy Act,
contract requirements and courtesy to callers.
SUMMARY
CALLS SUMMARY
Passed Calls: 424

OBTAINED
FSABY STUDENT
Review andBORROWER PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
Final Results
This p1esentat1on. dowment or report and analyses are provided fa, Internal-Use Only and may not be shared outside of Federal Student Aid without the pe1m1ss1on
o/ FSA Opcrarions Services T/11spresen/alion. documenr. reporr or analysis was created lo aid I/JC Ocpar/men! of Educal!On comply wilh its legal obligal!On lo col/cc/
federal student loan debt These wo,k p1oducts may also be used to mform the creatmn of future Depa1t1T?entand FSA poi1c1es
OBTAINED BY STUDENT
NOTES BORROWER PROTECTION
AND OBSERVATION OF ERRORS CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
l
(b)(4) (b)(6) I
• 86183, 5462, L __________ _,Borrower requested an interest only payment after being on
forbearance for some time now. CSRwent through what would need to be paid. CSRdid not mention IDR plan.
• 86443, 6089,!(bl(4l (b)(Bl !Father calling on behalf of daughter's account. Father paying
account in full. CSRinformed that the payment was declined. CSRdid not advise at the beginning of call that
credit cards weren't allowed for payments. Payment was made with checking account. CSRdid not use secure
process used when caller gave credit/banking card and CSRthe routing and checking account was heard.
• l
(b)(4) (b)(6)
86493, 6136,. ___________
IBorrower stated she can't make a payment but she will tell her
0
mom. Borrower is not working. CSRprequalified borrower for IDR and informed her she needs to apply and be
approved for $0 estimated payment. CSRgave instructions on how to apply online, recalculating or cancelling
based on future finances as well as renewing yearly. CSRexplained how interest can be capitalized. Temporary
forbearance applied to account. CSRindicated that once she's back in school to call back and notify them. Since
borrower is going back to school during next enrollment it may have been better to get a deferment and not use
IDR and then stop and restart at a different time since government interest is paid for 3-years interest will
capitalize once plan is stopped.
•
4
87257, 2793,l(bl( l (b)(Bl lCSRcalled to help bring account current. Borrower could not pay to
bring account current. CSRinformed borrower that economic deferment was never received. CSRasked
qualifying questions to make sure borrower still qualifies for the deferment. CSRdid not qualify borrower for IDR
which may have been more beneficial for the borrower who stopped working January 20th.

I
on this call. It is best practice to explore all repayment plans and present the
options the borrower is eligible for.
l(b)(4)(b)(6)
I Coaching will be provided to the agent regarding how to properly explore
program options and a call back to the borrower to discuss IDR options will be
made.
The agent should have confirmed up front that the card the borrower wanted
to use was a Debit Card and not a Credit Card. The agent followed the correct
secure process when attempting to submit the card payment as well as when
r)(4) (b)(6) submitting the pay on line payment. There is no redaction procedure when
I submitting a payment via a checking or savings account.
Coaching will be provided to the agent reminding them to confirm up front
that the card the borrower wants to use is a debit card.
Due to the borrower returning to school, deferment should have been
l(b)(4) (b)(6)
I discussed to maximize the interest subsidy benefit for the borrower.
l(b)(4)(b)(6)
I Coaching will be provided to the agent regarding how to properly explore

program options and a call back to the borrower to discuss IDR options will be
made.

Review Period: 12/18/2017 - 1/17/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 275

•
4
75449,l(bl( l (b)(Bl IAccount was rehabbed. Last $5 payment will be
in January. CSRmentioned level and graduated repayment plans. She did not mention any other
payment plan. Caller indicated that the level plan would be okay; however, the CSR may have
have gone over all options including IDR to ensure the most beneficial option was selected for
successful repayment.
• 76357Jbl( 4l (b)(Bl IBorrower is past due $76 and cannot make a

payment. He had talked to GL in the summer about unemployment deferment; however, he
never submitted the form. CSRwent through qualifying questions for unemployment
deferment. CSRdid not ask about the borrower's circumstances or suggest a lower payment. An
IDR plan might have been a better option. She suggested making the deferment active as of
October 16.
On this call, clarifying questions should have been asked to explore all
repayment plans and present options the borrower is eligible for. Income-
r)(4) (b)(6) Driven Repayment may have been a beneficial long term option for this
I borrower.
Unemployment Deferment has a 36 month limit, and is used in 6 month

increments. This option may not have been the best long term solution for
the customer. Prequalification questions should have been asked to allow all
(b)(4) (b)(6)
available repayment plans and program options the borrower is eligible for to
be explored.
•
4
71510Jbl( l (b)(Bl IA third party called with the borrower on the line .
The third party CSRstated that the borrower asked to have her payment lowered. The CSR
asked the borrower if she can pay anything toward her past due balance of $3045.27. The
borrower stated that she could pay $300. The CSRprocessed that payment. The borrower
informed the CSRshe was interested in being placed on an IDR. The CSRoffered to send the
borrower an application. The CSRdid not ask the qualifying questions.
74624, l(b)(4) (b)(6)

• ~' Borrower says school won't allow him to take out
new loans. Borrower's loan with GL is fine. Borrower said he was told that he can't take out new
loans. CSRdirected the caller back to the school. He could also have directed the caller to nslds.
CSRwill email the status of the current GL loan to the caller.
• 74175,!{bl( 4l (b)(B) IBorrower can't make payment, husband isn't

working and they are struggling to make house payments. CSRgave counseling on deferment
per borrower's request. However, IDR may have been a better resolution. CSRdid not give
borrower all options available. Temporary forbearance applied which brought account current.
•
4
75014 l(bl( l (b)(B) ICaller wants to pay the past due amount. CSRtook
the payment. He did not discuss the reason for the payment delay nor did he offer to discuss
lower payment options.
The borrower requested to make a non-refund payment within 120 days of a

disbursement. She understood she could send a blanket statement
requesting all payments be applied as non-refund payments to allow her past,
current, and future payments she mailed to be applied as a non-refund
payments.
Neil on our Support/Escalations team explained a written statement is

needed for each mailed payment requesting it be applied as a non-refund
rb)(4) (b)(6) payment if the account is within 120 days of a disbursement. The borrower
was additionally advised how to make payments on mygreatlakes.org, and
submit them as payments verses refunds to prevent future issue.
Jessie, the initial agent seemed confused regarding the processes surrounding
refund and non-refund payments. Coaching will be provided to the agent so
she can better assist our borrowers in the future.
The borrower's issue was resolved during the conversation with Neil, so no
additional follow-up is required.
Since the borrower was discussing returning to school more than two months
into the future, it may have been beneficial to explore options such as
l(b)(4) (b)(6) deferment and forbearance.
I Coaching will be provided to the agent to explore options if the borrower is

not returning to school within two months.
All program option qualifying questions need to be asked to determine what

the borrower may qualify for as well as what will be the most beneficial
l(b)(4) (b)(6) option.
I Coaching will be provided to the agent to ask all prequalification questions

prior to sending out an application.
It may have been helpful to additionally direct the borrower to NSLDSfor

l(b)(4) (b)(6)
I additional information regarding loan eligibility.
Coaching will be provided to this agent.
I options the borrower is eligible for.

r)(4) (b)(6)
Clarifying questions should have been asked to determine if the borrower was
having trouble affording the monthly payments. If so, Income-Driven could
rb)(4) (b)(6) have been explored in order to provide a long term, affordable solution.
Coaching will be provided regarding how to properly explore program

options.
Student Aid w1thoot the pe1m1ssmn al FSA-Opera/Ions Se1'11ces This presentation. docu1T?ent.report or analysis was created to a.id tl1e
inform tl1e creation of future Department and FS;', policies

Review Period: 11/9/2017-12/15/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 704


NOTESAND OBSERVATION OF ERRORS
• 71277,!(bl(4l (bl(6l ICaller wants to send a check for her interest

payment. She wants to know the amount. CSRchecked with her supervisor and saw where caller
had asked that payments go to interest. GL will fix that. Something of a confusing situation and
caller asked to speak to a supervisor. CSR mentioned that she had calculated incorrectly, etc.
CSRthen went to a supervisor who said that, after hearing that the caller wanted payments
applied as interest, "unfortunately we don't take payments that way." The follow up with the
supervisor was not included with this call.
4
• 71297,l(bl( l (b)(Bl lrhe borrower was interested in forbearance to
bring his account current and repayment options. The CSRasked the qualifying questions to
qualify the borrower for an Unemployment Deferment. The CSRdid not ask the qualifying
questions for IDR, which may have been more beneficial. The CSRinformed the borrower that if
he needs to postponed payments longer that deferment terms that he may be interested in an
IDR with $0 payments and subsidized interest.
• 7133z,j{bl( 4l (b)(Bl IThe borrower wanted to make a promise to pay

because he could not pay now, but could pay at a later date. The CSRoffered the borrower a
deferment, but the borrower may have benefited from an IDR instead, if the borrower were
unable to afford their currently monthly payment. The borrower declined the deferment and
informed the CSRthat he would catch up the payment.
• 71689,!(bl(4l (b)(Bl !The borrower informed the CSRthat she is currently

in school. The CSRinformed the borrower that enrollment must be verified by the school. The
borrower informed the CSRthat she is only taking one class. The CSRdiscussed the option of
forbearance. The CSRplaced a two month forbearance on the borrower's account. The CSRdid
not read the terms of agreement for the forbearance.
• 72431,l(bl(4l (b)(B) IBorrower is past due for over $600. Person who
answered asked about a forbearance or deferment. This was not the borrower talking. CSRtold
the person that he could do a deferment or forbearance online. CSRshould have advised the
person to have the borrower call back to discuss repayment options, including other lower
payment options if applicable. A different repayment plan might be more beneficial to the
borrower than a deferment or forbearance.
• 7309S,l(bJ(4)(bJ(6J I
Demographics updated. Borrower asked about
unemployment deferment and borrower asked qualifying questions but only offered
unemployment deferment instead of IDR which may have been more beneficial.
• 73270, j{bl(4l (b)(Bl l Borrower is past due around $400. She's thinking of
going back to school. CSRtold her what she needed to do. Borrower is unemployed. CSR
suggested a forbeance because she's returning to school in January. Because the borrower is
unemployed, an unemployment deferment could have been discussed with the borrower.
I
r)(4) (b)(6)
borrower is eligible for. Income-Driven Repayment may have been a
r)(4) (b)(6)
I beneficial, long term option on this call.
The CSRdid miss some a few of the forbearance important considerations

including that interest continues to generate, any unpaid interest will
capitalize at the end of the forbearance, and that payments can be made to
r)(4)(b)(6)
I reduce the unpaid interest.
Coaching will be provided to this agent to ensure all forbearance important

considerations are advised on future calls.
For this call, the caller identified herself as the student, Patricia. The student's
last name was not verified nor was the borrower's last name confirmed to
ensure the correct account was being discussed. Complete authentication
ensures compliance with federal and state privacy laws, and protects the
r)(4) (b)(6) customer from unauthorized disclosure of their private information. Also, it
I would have been good to mention to the student in addition to deferment
and forbearance there may be a lower payment options available.
Coaching will be provided to the agent on how to properly authenticate and

present options.
borrower is eligible for. Income-Driven Repayment may have been a
(b)(4) (b)(6) beneficial, long term option on this call.

Review Period: 10/17/2017 - 11/08/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 11 363

cl===,,=,===:
:===T='="='=C=a=lls='='=a='"="='='·===:I
---~I
~----.-c1-,-.,-s-,-,-"-. rl --"-.-,.-,.-~
The necessary questions were asked during this call to determine eligibility.
• ~-
68772, .. a .. a, scu .. uss .. a.zosco ,as.z .. a .. a, IBorrower stated she moved to Houston 5-days prior.
to hurricane. CSRqualified borrower for IDR but not the disaster forbearance to take care of all
or some of the past due amount
• 69019,l(b)(4) (b)(6) I
Caller wanted to know the time frame as to when
a payment is late. Caller was concerned when the late payment hits the credit. She is eight days
late. Caller made a payment. The CSRcould have asked the caller if she was having trouble
meeting her monthly payment.
69880 (b)(4) (b)(6)

• '
Caller said she made a mistake and needs a
new application. She needs to resubmit her husband's pay stubs. Caller asked that app be
mailed. [Not quite clear on this call. It sounds as if the caller is within the hurricane area and if
so, would be eligible for that type of forbearance. Is this the case?]
~)(4) (b)(6) I
• 70455, •.
1-------------~Caller wants to postpone his payments. He asked for
12 months of forbearance. CSRtouched on an economic hardship deferment plus other
payment plans that might be more helpful. She spoke quickly, though, and didn't follow through
with an extensive explanation of IDRplan or an economic hardship deferment. One of these
might have been a better option for the borrower. Using a forbearance results in $962 of
interest.
4 5
• 70495, Lj{b~l(_ ~I-~--~~~--~lcsR
l_(~bl~( qualified borrower for a forbearance but did
not give her IDRor deferment options.
It may have been helpful to discuss the Disaster Forbearance. The borrower
(b)(4) (b)(6) mentioned she had moved to Houston prior to the Hurricane and being
affected financially. It is important to explore all available options to ensure
the most beneficial option is chosen. Coaching will be provided.
The agent did ask the borrower if she was having trouble making her
(b)(4) (b)(6) payments. The borrower did not indicate she was. However, it may have been
helpful to suggest a due date change if the current due date is not working.
The borrower was in the area affected by a disaster. It may have been helpful
to discuss the Disaster Forbearance. It is important to explore all available
rb)(4) (b)(6)
I options to ensure the most beneficial option is chosen. Coaching will be
provided.
rd
The call was from a 3 party company. The direction on these calls is for
I
r)(4) (b)(6) rd
agents is to follow the direction provided by the 3 party company
representative.
The borrower indicated $10 was too high for the monthly payment. The
I
r)(4) (b)(6) Income-Driven Repayment estimate was higher than $10, and the borrower
did not qualify for deferment.
inform the c1eat1onof future Department and FSA po11c1es

Review Period: S/14/2018 - 6/14/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 561

• 89274, 2760J(bl(4l (b)(Bl ~erson that answered the phone asked that number
be removed from list and offered an alternative number for the borrower. Person who
answered the phone indicated she was the borrower's mother. CSRremoved the mother's
number but did not take the number mother suggested or confirm that number was another
number already on the borrower's account and updated if needed.
• 89860, 3086Jbl( 4l (b)(Bl ICSRcalling to help bring account current. Borrower

stated they can't make payment towards past due because they are not working. CSRdid not try
to qualify the borrower for an IDR or unemployment deferment. CSRoffered a graduated plan.
He stated when he got a job the current monthly amount would be affordable and then CSR
offered a slightly lower amount which he thinks he could make. An IDR or deferment may have
been the better option since borrower stated he was not working. Temporary forbearance
applied to account.
•
4
89982, 563?Jbl( l (b)(Bl I
sorrower calling for status of consolidation and
payment plan. CSRinformed her she chose the standard plan. Borrower asked about lowering
the monthly amount and CSRsuggested the graduated plan and once borrower stated that
would be a little better. CSRthen advised of the IDR plan. CSRcould have asked qualifying
questions to give all plans lowest to highest for complete and accurate counseling session.
61
• _ ---,-----~~
89274, 2760Ll(b-l(..,'l_(_bl_( Mom offered a number for the borrower. The agent
should have had mom provide the number. If the number matched what we had, no further
action was needed. If the number was different than what we had, we would have added the
number to the account. Coaching will be provided to the agent regarding how to properly verify
and update demographics.
• 41_(_bl_(
89860, 3086,Ll(b_l(_ 5_1______ _,lIt is best practice to explore all repayment plans and
present the options the borrower is eligible for. Income-Driven Repayment may have been a
beneficial, long term option on this call. Coaching will be provided to the agent, and the
borrower will be contacted to explore Income-Driven Repayment.
•
4
89982, 5632,.Fb_l_(
61
_I(_bl_(
_ _______ ~I1t is best practice to explore all repayment plans and
present the options the borrower is eligible for. Coaching will be provided to the agent
regarding effective counseling.
FSAhas no additional comments and accepts the responses provided by Great Lakes.
Student Aid w1thoot the pe1m1ssmn al FSA-Opera/Ions Se1v1ces This presentation. docu1T?ent.report or analysis was created to a.id /lie
Department of Educat10n comply w,t/; 1/s legal r,b/1gat10n lo collect federal s/uder;/ iwm deb/. These work products m1<yalso be used lo
Great lakes Phone Call Review - May 2018

Review Period: 6/15/2018 - 7/16/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 338
4_I(_b_)(B_l
531, Alisa~l(b_l_( alBorrower indicated that she was aware that her
• ________
payment is probably past due but is unable to afford the payment at this time. Borrower stated
that she sent in documentation and wanted to verify its receipt. CSRconfirmed paperwork had
been received, but only employment information was received without application. CSR
explained quickest way to submit an application is by going to www.studentloans.gov. CSR
asked borrower if she would be able to submit an application today and the borrower stated
yes. CSRreminded her that she would need to use her FSAID in order to do that. CSRalso shared
with the borrower that her account was past due for $355.62 and asked if there was any
payment that the borrower could make today and the borrower made a $150 payment over the
phone with the CSR.After the payment was made, the borrower was informed that a summary
of payment was sent to the email on file. CSRthen began asking qualifying questions to see
what other payment plan the caller would qualify for and based on the information provided by
the borrower they qualified for an IDR plan with a monthly payment of $124. CSRshared with
the borrower that she would need to reapply when notified of the time for recertification every
12 months. A temporary forbearance was applied. CSRdid not properly greet the borrower.
•
4
748, 5764Jbl( l (b)(Bl IBorrower is requesting to have her loan payments
postponed. CSRconfirmed borrower was on a previous income plan that had expired; however
she did not identify what type of income plan. CSRoffered IBR and also suggested that the
borrower to apply for a revised pay-as-you earn. CSR placed temporary forbearance on
borrower's account until application processes.
4
• 426, Kathy,1(bl(l (b)(B) ~orrower having issues with accessing account on line.
Customer inquiring as to why her payment amount increased because she had an IDR in place
and needed to renew the plan. CSRdid not confirm if the borrower had an IDR plan in place and
just started to see if the borrower would qualify for IDR then compared it to an old application.
CSRdid not address the borrower's issues with accessing her account on line. CSRdid inform the
borrower she is currently on an IBR; however she may switch to the pay-as-you-earned plan.
Borrower wanted to switch plan. CSRplaced temporary forbearance on account.
4
• 4025, Amanda,rl( l (b)(B) FsR informed borrower of account status and
seeking payment towards account. Borrower unable to make a payment. CSRoffered and pre-
qualified borrower for IDR. CSRsending IDR application via email. CSRoffered and applied
temporary forbearance on borrower's account, while application is being processed. CSRat
times interrupted borrower during speaking. CSRhad to take back control of the call.
•
4
4028, Christinel(bl( l (b)(B) ~ CSRinformed borrower of account status and
seeking the promise pay amount. Borrower agreed to make a payment. CSRsubmitted email of
payment transaction to borrower. CSRoffered graduated plan. Borrower informed CSRhe is not
sure of the plan and will need to call back to confirm. CSRinformed borrower of auto-pay set-
up; however, she did not informed the borrower of the .25% interest rate deduction.
• 4_l_(b_l(_
4030, Denise J{_bl_(
0
61
________ ~1 CSRinformed borrower of loan status and seeking a
payment towards account. Borrower agreed to make a payment. Borrower inquired about
setting up automatic monthly payments. CSRsubmitted email confirmation of payment
transaction. CSR provided information pertaining to setting up auto pay; however, CSRdid not
inform the borrower of .25% interest rate reduction if he uses auto-pay.
• 61________
1_(b_l(_
531, Alisaj,L(b_l_('_ ...,IAproper greeting was used on this call. The borrower
was thanked for calling Great Lakes. The agent provided her name and asked for the borrower's
name. Demographics were verified. The borrower was thanked for verifying demographics and
the borrower was asked how we could help.
•
(b)(4)(b)(6)
l
748, 5764,L.~-----~~-~--'The
I
agent explained the borrower is currently on the
Income Based Repayment Plan (IBR) and advised she has the Revised Pay as you Earn (REPAVE)
plan available to her. It was explained REPAVEis more beneficial and what needs to be done to
switch from IBR to REPAVE.
41 61
• 426, Kathy~l(_bl_(
_ (_bl_(
_ _______ _,IThe agent did not acknowledge the borrower's issue
regarding accessing her on line account. It is important to ensure the borrower's concerns are
addressed during the call. Coaching will be provided.
• 4025, AmandaJ(bJ(4l(b)(6J IThe agent talked over the borrower. It is

important to allow the borrower to complete his thoughts to ensure the borrower feels he is
being heard. Coaching will be provided.
• 4028, Christine, l(bl(4l (b)(Bl IWhen discussing Auto Pay it is best practice to
provide information regarding the Auto Pay incentive of the .25% interest reduction. This
information was not provided on this call. Coaching will be provided.
4_1(_b_)(B_l
4030, Denise,l~(b_l(_ ________ ~lwhen discussing Auto Pay it is best practice to
•
provide information regarding the Auto Pay incentive of the .25% interest reduction. This
information was not provided on this call. Coaching will be provided.
FSA has no additional comments and accepts the response provided by Great Lakes. Call ID's 531 and
748 have been removed from report and scoring updated to reflect accurately.
T/11sprucnt.>l!On documton! or rtopor! and an.>lyses Drtoprovided for lnlcma/-Usc Only and m.>y no! be s/1.>red ou!side of Ftodcm/
Student II.id without the perm1.ssion of FSA-Operations Services This pre.sentetmn, document. repo,t or enalys1.s was created to aid the
Department of Educa/1on comply wllh its legal ob/1ga/1onto co Hect federal student loan deb/ These work produc/s may also be used to
inform the creation of future Department and FSA po/1C1es.
Servicer: MOHELA
Review Period: 5/12/2017 - 6/13/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 539
Failed Calls: 29
Reviewed: 568
% Failed: 0.0
Failed: 2
Reviewed: 568
% Failed: 0.0
Failed: 2
Reviewed: 568
% Failed: 0.0
Failed: 3
Reviewed: 568
% Failed: 1.0
Was polite
Failed: 4
Reviewed: 568
% Failed: 1.0
Failed: 3
Reviewed: 31
% Failed: 10.0
Offered Forbearance
Failed: 2
Reviewed: 48
% Failed: 4.0
Failed: 9
Reviewed: 44
% Failed: 21.0
Failed: 1
Reviewed: 9
% Failed: 11.0
Failed: 9
Reviewed: 19
% Failed: 0.0
Failed: 0
Reviewed: 4
% Failed: 0.0
0% interest
Failed: 0
Reviewed: 5
% Failed: 0.0
Failed: 0
Reviewed: 8
% Failed: 0.0
Guard Member is not eligible for the Military Service deferment
Failed: 0
Reviewed: 4
% Failed: 0.0
Guard member activated within 6 months of enrollment
Failed: 0
Reviewed: 4
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 3
Reviewed: 9
% Failed: 33.0
Failed: 1
Reviewed: 4
% Failed: 25.0
Failed: 1
Reviewed: 6
% Failed: 17.0
Failed: 0
Failed: 0
Reviewed: 0
% Failed:
TPD
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
1099c Will Be Sent
Failed: 0
Reviewed: 1
% Failed: 0.0
IDR
Failed: 3
Reviewed: 80
% Failed: 4.0
Failed: 0
Reviewed: 56
% Failed: 0.0
Failed: 0
Reviewed: 55
% Failed: 0.0
How to Apply
Failed: 3
Reviewed: 79
Failed: 2
Reviewed: 20
% Failed: 10.0
Failed: 3
Reviewed: 25
% Failed: 12.0
Failed: 0
Reviewed: 18
% Failed: 0.0
Failed: 0
Reviewed: 18
% Failed: 0.0
Failed: 0
Reviewed: 31
% Failed: 0.0
Loan Discharge
% Failed: 0.0
Failed: 0
Reviewed: 86
% Failed: 0.0
Failed: 0
Reviewed: 56
% Failed: 0.0
Credit cards accepted in emergencies
Failed: 1
Reviewed: 44
% Failed: 2.0
Unknown/Misc/Other
Uknown Misc/Other
Failed: 10
Reviewed: 186
% Failed: 5.0
• l
(b)(4) (b)(6)
44374, 3799, 0_ -------~CSR
I verified name/DOB/last 4 of SSN. CSRadvised that call
would be monitored. CSRstated that account was 12 days past due, provided past due amount
and requested payment. Borrower stated he could make the payment over the phone the
following day, requested a call back the following day. CSRstated she could schedule a callback,
and then offered forbearance. Borrower seemed confused as to why forbearance would be
offered when he could pay, and declines.
•
4
44379, 3361, l(b~l(_
0
l_(_bl~(B~I =--~,-'ICSRverified name/DOB/last 4 of SSN. CSRadvised that call
and requested payment. Borrower stated he didn't receive notice that it was due so he couldn't
make a payment. CSRstated that notices were going to his paperless in box; borrower stated
that he didn't check it and didn't want paper statements sent to his mailing address. CSRasked if
borrower would be able to call back in the evening to make a payment, borrower stated he
would try. No discussion of lower payment options or forbearance options.
• l(b)(4) (b)(6)
44393, 3364,•~-~=~~~.-,CSR
I verified name/DOB/last 4 of SSN. CSRadvised that call
and requested payment. Borrower stated that he could make a payment the following
Wednesday, declined to post-date payment. CSRstated she would notate the account. CSRthen
offered forbearance even though borrower stated he could make a payment the upcoming
week. CSRread forbearance script, borrower agreed. CSRdid not discuss lower payment
options.
•
4
44399, 3247, l(bl( l (b)(B) ICSRverified name/DOB/last 4 of SSN. CSRadvised that call
would monitored. CSRstated account was 18 days past due, provided past due amount and
requested payment. Borrower asked if her payments had increased. CSRstated borrower had
made a partial payment that had increased the current amount. Borrower stated she would
make a payment before the 30 day past due length. CSRoffered forbearance instead of lower
payment options, borrower declined.
• 44568, 4649,cl(b~)~('~I
(~b~)(B~l
_____ _,lcsR verified name/contact info. Borrower asked to pay off
his loan balance, stated he travels with military and often misses payments due to that. CSR
advised that account was past due, provided past due amount, and total payoff amount.
Borrower asked to make the payment through CSR,CSRstated that he would need to go
through automated system. Borrower requested again to go through CSR,CSRtook banking
information, processed payment. CSRprovided confirmation number. No military benefits
discussed on this call.
• 44573, 3328, l(bl(4l (bl(6l lcsR verified name. Borrower is completing application for
forbearance, had questions about how to complete specific sections on the form. Borrower
stated that she does not have any income at this time, was concerned about how to document
that on the form. CSRwalked borrower through forbearance form. CSRdiscussed that borrower
had direct debit set up on account, asked borrower if she wanted it suspended. Borrower stated
she had asked a previous CSRto suspend it. CSRchecked previous notes, stated that a request
had been submitted but had not gone through yet, and stated that as long as the application
borrower had access to her online account, borrower stated she didn't remember her
username. CSRprovided the interest amount over the phone, did not offer to unlock borrower's
account. CSRconfirmed borrower did not have questions about her military benefits.
• 6
45124, 3433,.lfb~l~i'~l(~b~)(
~1_____ ...,.,
lcsR verified name/contact info. Borrower stated he
wanted to submit his forms for his IDR, submitted pay stubs, stated he didn't understand the
different IDR plans, and had heard that since he is in the military he could have his balance
forgiven after 10 years. CSRstated that all IDR plans qualify for PSLF,asked borrower qualifying
questions for IDR. Borrower is eligible for zero dollar payment REPAVEplan. CSRwalked
borrower through steps to complete online application. CSRexplained how to submit income
information, incorrectly advised borrower that he could link to the IRSonline. No discussion of
military benefits.
44235, rl( 4l (b)(B) I,

• The borrower stated they were able to make a payment
for April. The borrower stated they were going to start a new job. The borrower was not sure
about the May payment. The CSRoffered the caller forbearance. The CSRdidn't qualify the
caller for a deferment. The CSRcould have informed the caller about an Income Driven
Repayment plan.
•
4
44674, 4970, l._(b_l( 5
__l_(b_l_(
_I____ _,!CSRverified name/contact info. Borrower stated she has
been trying to fax something in and it has not gone through, asked if something was wrong with
the fax line. CSRasked what number borrower was using, borrower provided number. CSR
advised borrower to add a "1" in front of the number and if that didn't work, she could mail or
upload it. At no point did CSRconfirm what paperwork the borrower was trying to submit.
• 4l_(_bl_(
44706, 3522,._l(b_l(_ 5_1 ----~I, CSRverified name/contact. Borrower sent in her IDR re-
certification and her 1040, received letter that she had not sent in proof of income. CSR
confirmed that borrower had sent electronic application. The electronic application was able to
be submitted but did not come with proof of income (due to IRS link), which was immediately
denied. CSRstated that she did not see the application that borrower stated she had faxed,
borrower stated she would re-fax. CSRverified the fax number that borrower was sending her
application to after borrower requested it, did not advise of the file upload option.
• 44842, 3698J(bl(4l (bl(6l I

CSRverified name. Borrower post-dated a payment, asked
for confirmation so that she would know if she needed to fix it or not. CSRprovided borrower
with the processing date of payment borrower scheduled (today), borrower asked to cancel it
since she could not afford it. CSRstated that it had already started processing, advised borrower
to contact her bank to stop payment. CSRdid not offer to go through lower payment options.
Incorrect call length recorded in portal (escalation).
•
4
44845, 3262,l(bl( l (b)(Bl ICSRverified name/contact. Borrower asked if there was a
way to put her loan in forbearance for a longer period of time. CSRadvised of past due length
but did not provide past due payment amount or request payment. CSRoffered lower
payments; borrower declined and stated she would resume paying after she went through her
home purchase. CSRoffered forbearance, read script, borrower agreed. Borrower asked if she
was out of forbearance time, CSRstated that she was not but did not provide the amount of
time remaining on account. Incorrect call length recorded in portal (escalation).
borrower had already scheduled payment later in the week, escalating due to this). CSRread
forbearance script, borrower agreed. CSRdiscussed military benefits for deferment, SCRA
benefits/PSLF (briefly tells borrower that she may need to change her payment plan but does
not elaborate). CSRcan be heard yawning on phone.
•
4
45299, 3668,l(bl( l (b)(Bl I
CSRverified name/contact info. Borrower stated he missed
a payment the previous month, but sent in two payments through the mail. CSRstated she
would notate the account. CSRadvised borrower he was 28 days past due, provided past due
amount and monthly payment.
•
4l_(_bl_(
45341, Lindsev,"l(b_l(_ 5_l____ ~IThe
borrower wanted to know if they made 120
qualifying payments for PSLF.The CSRstated they were not able to verify if they made 120
qualifying payments. The CSRadvised the caller to submit an application to PHEAA. The CSR
offered to send the caller an application.
• 47451, Torrence, l(bl(4l (b)(B) IThe borrower had a question regarding the stopped
collections. The CSRstated they didn't have an application on file. The CSRstated they didn't
have record they spoke with her. The caller spoke to the DMCS representative and was
informed they were not able to collect. The CSRstated they were not sure.
• 4
44374, 3799,"l(b_l(_ 5
l_(b_l(_
I____ -I CSRverified name/DOB/last 4 of SSN. CSRadvised that call
and requested payment. Borrower stated he could make the payment over the phone the
following day, requested a call back the following day. CSRstated she could schedule a callback,
and then offered forbearance. Borrower seemed confused as to why forbearance would be
offered when he could pay, and declines.
With the understanding that the borrower would pay tomorrow, the forbearance request was
not necessary to offer. The borrower made a payment on 4/25/2017 for $272.63. The account is
now current.
• 14
44379, 3361,Ll(b.,.l_(
5
_(_bl.,.(
-,I =----,--,-''CSRverified name/DOB/last 4 of SSN. CSRadvised that call
and requested payment. Borrower stated he didn't receive notice that it was due so he couldn't
make a payment. CSRstated that notices were going to his paperless in box; borrower stated
that he didn't check it and didn't want paper statements sent to his mailing address. CSRasked if
borrower would be able to call back in the evening to make a payment, borrower stated he
would try. No discussion of lower payment options or forbearance options.
The CSRshould have indeed offered to discuss options to lower the payment. We spoke with
the borrower on 5/4/2017 and we qualified the borrower for REPAVE.The account is currently
on REPAVEwith a $0.00 monthly installment.
4 51
• 44393, 3364, "l(b_l(_
l_(b_l(_
____ ~1csR verified name/DOB/last 4 of SSN. CSRadvised that call
and requested payment. Borrower stated that he could make a payment the following
had direct debit set up on account, asked borrower if she wanted it suspended. Borrower stated
she had asked a previous CSRto suspend it. CSRchecked previous notes, stated that a request
had been submitted but had not gone through yet, and stated that as long as the application
was submitted quickly she should be fine for the following payment. No discussion of potentially
lower payment on IDR.
The account notes indicate we spoke with the borrower 3 days prior to this call and discussed
IDR options, deferment options and all available repayment options with a previous CSR.In the
previous conversation the borrower declined all other options discussed and accepted the
Student Loan Debt Burden. The CSRshould have discussed the length of the Student Loan Debt
Burden forbearance. The CSRis no longer employed at MOHELA.
• 44584, 3745, l(bl(4l (b)(Bl I

CSRverified name/contact info. Borrower asked if she
could put a hold on her payments for a few months. CSRadvised that account was 51 days past
due, provided past due amount. Borrower stated that her monthly payment would be
affordable in a few months. CSRadvised of remaining forbearance time, read forbearance script,
borrower agreed. CSRdid not offer lower payment options or go through IDR eligibility
questions.
The borrower confirmed that she could continue paying her monthly installment after the 2
months of the requested forbearance. Given the borrower's consistent payment history,
remaining days left of the Temporary Hardship Forbearance and the balance of less than $1000
it was justified to request the forbearance as a difficulty to make payments only for a short term
(1-2 months). The borrower has since resumed making monthly payments. The account is now
current.
• 44646, 4335. l(bl(4l (b)(Bl ICSRverified name/contact info. Borrower asked if lower
payments were available. CSRconfirmed borrower was past the renewal deadline for his IDR.
CSRasked borrower eligibility questions. Borrower is eligible for lower payment on REPAVEplan,
confirmed that the payment was affordable. CSRadvised borrower of income documentation
necessary for application. CSRtells borrower that he is submitting a request for forbearance
while borrower completes and returns paperwork, however it was never stated that borrower
was delinquent or when his next payment would be due, so using borrower's forbearance time
seems unnecessary. CSRread forbearance script, borrower agreed.
The CSRshould have discussed the 7 days of delinquency for the amount of $675.14. The
forbearance request was necessary to cover the delinquency on the account. The borrower
most recently requested a change to the Graduated repayment plan and the account is on
forbearance until 8/28/2017. The CSRwas in training at the time of this interaction. This CSRis
no longer employed at MOH ELA.
• 45102, 3433.l(bl( 4l (b)(B) I

CSRverified name/active duty military. Borrower stated
that she was returning a call. CSRconfirmed that forbearance was on account, but could not
determine why borrower received a phone call. CSRdid not discuss any military benefits.
have discussed military benefits based on the current expectation. The CSRshould have
discussed PSLF.The CSRshould have verified demographics. The supervisor for this CSRhas
been made aware of this interaction.
l(b)(4) (b)(6) I
• 45120, 3460,•-------~ CSRverified name/DOB/address. Borrower stated she was
trying to file her taxes, did not receive a statement regarding the interest paid. CSRasked if
borrower had access to her online account, borrower stated she didn't remember her
username. CSRprovided the interest amount over the phone, did not offer to unlock borrower's
account. CSRconfirmed borrower did not have questions about her military benefits.
The CSRshould have indeed offered to unlock the borrower's account. The CSRshould have
verified the demographics with this borrower. The supervisor for this CSRhas been made aware
of this interaction.
61
• 45124, 3433, .l(b_l_('_l _____
_(b_l(_ ~1csR verified name/contact info. Borrower stated he
wanted to submit his forms for his IDR, submitted pay stubs, stated he didn't understand the
different IDR plans, and had heard that since he is in the military he could have his balance
forgiven after 10 years. CSRstated that all IDR plans qualify for PSLF,asked borrower qualifying
questions for IDR. Borrower is eligible for zero dollar payment REPAVEplan. CSRwalked
borrower through steps to complete online application. CSRexplained how to submit income
information, incorrectly advised borrower that he could link to the IRSonline. No discussion of
military benefits.
The CSRshould not have advised the IRS information could have been retrieved online. The
current expectation is to discuss military benefits with the borrower if based on the account
notes we have not discussed these options with the borrower within the past 30 days. Due to
the date of this call we are unable to locate the account to verify if the CSRshould have
discussed military benefits based on the current expectation. The CSRshould have verified the
demographics. The supervisor for this CSRhas been made aware of this interaction.
• 44235, JasmineJ(bl(4l (b)(6l IThe borrower stated they were able to make a payment
for April. The borrower stated they were going to start a new job. The borrower was not sure
about the May payment. The CSRoffered the caller forbearance. The CSRdidn't qualify the
caller for a deferment. The CSRcould have informed the caller about an Income Driven
Repayment plan.
After the borrower indicated the payment for May would be difficult the CSRshould have
indeed discussed options to identify a longer term solution for this borrower. The borrower may
have qualified for IDR or deferment options. The borrower has since resumed making monthly
payments. The account is now current.
• 44674, 4970,l(bl(4l (b)(Bl lcsR verified name/contact info. Borrower stated she has
been trying to fax something in and 1t has not gone through, asked if something was wrong with
the fax line. CSRasked what number borrower was using, borrower provided number. CSR
advised borrower to add a "1" in front of the number and if that didn't work, she could mail or
upload it. At no point did CSRconfirm what paperwork the borrower was trying to submit.
The CSRshould have indeed discussed what documentation the borrower was providing with
her application. The call was disconnected by the borrower. In regards to the contact
information the CSRmay have verified contact information had the borrower not disconnected
the line. Call duration was 1 minute and 37 seconds in 1-3system which means the duration
rounded up or is incorrect in the portal presentation.
4
• 44904, 4310,l(bl( l (b)(Bl lcsR verified name/contact info. Borrower stated her
payment would be late, she is out of town and unable to make payment due to family
emergency, would make payment when she arrived back in a few days. Borrower is telling CSR
that her son and his family was in a car accident and she had to leave town quickly, CSR
responds by asking several times about when borrower will be able to make payment, if she can
post-date a payment, and re-verifying contact info after borrower provided it at the beginning of
the call. CSRshows no sympathy throughout call, does not advise borrower that no negative
credit reporting would take place this early. Incorrect call length recorded in portal.
The CSRshould have indeed expressed sympathy with this borrower. The CSRshould have
advised there would be no negative Consumer Reporting until after 90 days of delinquency at
the end of the month. The CSRwas in training at the time of this interaction. Call duration was 3
minutes and 35 seconds in 1-3system which means the duration rounded up or is incorrect in
the portal presentation.
• 46779, Iesha, l(bl(4l (bl(6l ~he CSRstated the account was past due. The borrower
stated they were in the process of selling house. The CSRsubmitted a request for forbearance.
The CSRcould have qualified the borrower's loans for a deferment or another beneficial option.
The CSRshould have indeed gone through several other options before forbearance. The CSR
should have explored lower non-I DR repayment plans and deferment options as the borrower
only had PLUSloans. Had all of those options, including the forbearance, been declined the CSR
then would need to offer consolidation where the borrower could apply for ICRwith the newly
consolidated loan. The borrower has since resumed making monthly payments. The account is
now current.
• 45139, 3582. l(bl(4l (b)(B) ICSRverified name. Borrower stated he was trying to make
a payment for his past due amount on his phone, but it was for the incorrect amount, asked if
the pending payment could be canceled. CSRconfirmed pending payment for that day's date
could be canceled. CSRprocessed a payment over the phone for the amount borrower
requested, borrower confirmed banking information. CSRprovided confirmation number. CSR
advised borrower that his next payment was coming up, asked if borrower needed assistance
with payments. Borrower stated he would call back if he did need assistance. No military
benefits discussed on this call.
The current expectation is to discuss military benefits with the borrower if based on the review
of the account notes if we have not discussed these options with the borrower within the past
30 days. The borrower was making the payment for the March installment the CSRshould have
discussed when the borrower would be making the April payment. The CSRshould have asked if
the monthly payment was affordable and discussed lower payment options. The CSRshould
have discussed military benefits. The CSRshould have verified demographics. The borrower
(b)(4) (b)(6) I
• l
45299, 3668,. --------~ CSRverified name/contact info. Borrower stated he missed
a payment the previous month, but sent in two payments through the mail. CSRstated she
would notate the account. CSRadvised borrower he was 28 days past due, provided past due
amount and monthly payment.
The borrower did not express an inability to pay however the account reflects an inconsistent
payment history. The counselor should have asked if the monthly payment was affordable and
discussed lower non-I DR payment options as the borrower only had PLUS Loans. The borrower
has since made payments in April, May and July however the account is 10 days Delinquent for
$197.46.
• 45341, LindseyJ{bl(4l (b)(B) IThe

borrower wanted to know if they made 120
qualifying payments for PSLF.The CSRstated they were not able to verify if they made 120
qualifying payments. The CSRadvised the caller to submit an application to PHEAA.The CSR
offered to send the caller an application.
The current expectation for handling Public Service Loan Forgiveness calls is to discuss eligibility
requirements, loan type, repayment plans, and offer the employment certification. The
borrower's loan(s) were consolidated in 2009. The CSRshould have advised the qualifying
payments for PSLFdo not have to be consecutive. The CSRwas in training at the time of this
interaction. This CSRis no longer employed at MOH ELA.
• l
47451, TorrenceL ________
(b)(4) (b)(6) I
_,The borrower had a question regarding the stopped
collections. The CSRstated they didn't have an application on file. The CSRstated they didn't
have record they spoke with her. The caller spoke to the DMCS representative and was
informed they were not able to collect. The CSRstated they were not sure.
The current expectation for a CSRwhen a borrower who has applied for the Borrower Defense
Discharge but whose wages are being garnished due to default is to transfer the call so the
borrower can receive special call handling. The CSRshould have transferred the call. Our records
indicate the borrower had not previously contacted the Borrower Defense Hotline. Upon review
of the FSAmaster the date of request for the borrower's request was 1/21/2017 however no
status, source of suspension information is available.
FSA has no additional comments and accepts the response provided by MOH ELA.
This presenta/lon. document or 1eport and analyses a,e p1ov1ded for lnte,nal·Use Only and 1..,aynot be shared oots1de of Fede1al
Student Aid w1/!,out the pemJJssior; of FSA·Opera/1ons Services This prese,,tat1on. document. reporl or a()i,/ys1s was created to a,d the
Department of Educ.won comply with ,ts legal obi/gauon to collect federal student loan debt These work products may also be used to
mfo,m tl1e creation of foto1e Department and FSA policies.
I ntroductlon/Greetlng
Identified Self
Failed: 1
Reviewed: 568
% Failed: 0.0
Identified Agency
Failed: 1
Reviewed: 568
% Failed: 0.0
Failed: 0
Reviewed: 568
% Failed: 0.0
Failed: 1
Reviewed: 568
% Failed: 0.0
Failed: 1
Failed: 2
Reviewed: 568
% Failed: 0.0
Failed: 11
Reviewed: 568
% Failed: 2.0
Failed: 26
Reviewed: 568
% Failed: 5.0
Failed: 3
Reviewed: 568
% Failed: 1.0
Basic Counseling
Failed: 2
Reviewed: 93
% Failed: 2.0
% Failed: 47.0
Failed: 0
Reviewed: 6
% Failed: 0.0
Failed: 0
Reviewed: 4
% Failed: 0.0
Failed: 0
Reviewed: 6
% Failed: 0.0
Failed: 0
Reviewed: 5
% Failed: 0.0
Failed: 0
Reviewed: 6
% Failed: 0.0
Only federal loans are eligible
Failed: 0
Reviewed: 4
% Failed: 0.0
Eligible for mandatory forbearance
Failed: 0
Reviewed: 4
% Failed: 0.0
Only federal loans are eligible for Dod mandatory forbearance
Failed: 0
Reviewed: 4
% Failed: 0.0
Postpone payments by applying for DoD forbearance
Failed: 0
Reviewed: 5
% Failed: 0.0
PSLF
Eligibilityfor PSLF
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 3
% Failed: 0.0
Consolidation
Failed: 0
Reviewed: 2
% Failed: 0.0
TLF
Agent properly described eligibility criteria based on the program qualifications
Failed: 0
Reviewed: 1
% Failed: 0.0
Agent explained how to apply for Teacher Loan Forgiveness
Failed: 0
Reviewed: 0
% Failed:
Agent explained Teacher Loan Forgiveness Benefit
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
% Failed: 4.0
Deferment
Failed: 0
Reviewed: 8
% Failed: 0.0
Failed: 0
Reviewed: 14
% Failed: 0.0
Advised the borrower how s/he applies for deferment
Failed: 1
Reviewed: 9
% Failed: 11.0
Failed: 0
Reviewed: 9
% Failed: 0.0
Forbearance
Closed School - explained criteria
Failed: 0
Reviewed: 111
% Failed: 0.0
Closed School - explained process
Failed: 0
Reviewed: 111
% Failed: 0.0
Closed School - explained process after discharge
Failed: 0
Reviewed: 111
% Failed: 0.0
Payments
Failed: 1
Reviewed: 47
% Failed: 2.0
Failed: 0
Reviewed: 49
was submitted quickly she should be fine for the following payment. No discussion of potentially
lower payment on IDR.
• l(b)(4) (b)(6)
44584, 3745,L~-~----~,-,
ICSRverified name/contact info. Borrower asked if she
could put a hold on her payments for a few months. CSRadvised that account was 51 days past
due, provided past due amount. Borrower stated that her monthly payment would be
affordable in a few months. CSRadvised of remaining forbearance time, read forbearance script,
borrower agreed. CSRdid not offer lower payment options or go through IDR eligibility
questions.
•
4
44646, 433sJbl( l (b)(Bl I CSRverified name/contact info. Borrower asked if lower
payments were available. CSRconfirmed borrower was past the renewal deadline for his IDR.
CSRasked borrower eligibility questions. Borrower is eligible for lower payment on REPAVEplan,
confirmed that the payment was affordable. CSRadvised borrower of income documentation
necessary for application. CSRtells borrower that he is submitting a request for forbearance
while borrower completes and returns paperwork, however it was never stated that borrower
was delinquent or when his next payment would be due, so using borrower's forbearance time
seems unnecessary. CSRread forbearance script, borrower agreed.
4
• 45102, 3433Jbl( l (b)(Bl lcsR verified name/active duty military. Borrower stated
that she was returning a call. CSRconfirmed that forbearance was on account, but could not
determine why borrower received a phone call. CSRdid not discuss any military benefits.
• 45103, 4999,l(bl(4l (b)(Bl lcsR verified name. Borrower stated a lump sum payment
had been paid from the Air Force to his account, wanted to notify that it was on the way,
borrower provided amount. Borrower offered to provide check number, CSRstated it was not
necessary and documented account. No military benefits discussed on this call.
•
4
45107, 4999, j(bl( l (b)(Bl ICSRverified name. Borrower asked why his bill was past
due. CSRstated account was 45 days past due, provided past due amount, did not request any
payments, stated that borrower's account entered repayment on March 2nd due to his grace
period ending. CSRstated that borrower's school reported that he withdrew, explained 6 month
grace period. Borrower asked if he could delay the payment since he is back in school, CSR
offered forbearance until his school notifies them that he is back in school. Borrower asked if
there was paperwork he should send to his school, CSRstated that he did not and his school
should do it automatically. Borrower stated he wanted to contact his school immediately to
make the correction. CSRread forbearance script, borrower agreed. CSRdid not advise
borrower that he could submit an in-school deferment form to his school and have them
complete it. No discussion of military benefits on this call.
•
4_I(_bl_(
45116, 3582,Ll(b_l_( 61
_ ____ ~I,CSRverified name. Borrower received email that his
payments were about to increase. CSRconfirmed borrower is on REPAVEand that it is about to
expire, stated that borrower could renew online so that his income information could be
retrieved on line (incorrect due to IRSlink), or that he could apply via paper app. Borrower
mentioned that the email he received was scrambled since it came to his government email, but
no discussion from CSRabout PSLFoption. No military benefits discussed on this call.
• 45120, 3460,l(bl(4l (b)(Bl j CSRverified name/DOB/address. Borrower stated she was

trying to file her taxes, did not receive a statement regarding the interest paid. CSRasked if
•
4
44903, 3621 _.j{bl(l (b)(Bl ICSRverified name. Borrower requested contact info
(mailing address and fax) to submit her IDR application. CSRprovided fax number and mailing
address. CSRdoes not verify any contact info or advise borrower that she will need to send
income verification along with application. Incorrect call length recorded in portal (escalation).
• 6~1
44904, 4310, cl(b~)(~'~I
(~b)~( ------11 CSRverified name/contact info. Borrower stated her
payment would be late, she is out of town and unable to make payment due to family
emergency, would make payment when she arrived back in a few days. Borrower is telling CSR
that her son and his family was in a car accident and she had to leave town quickly, CSR
responds by asking several times about when borrower will be able to make payment, if she can
post-date a payment, and re-verifying contact info after borrower provided it at the beginning of
the call. CSRshows no sympathy throughout call, does not advise borrower that no negative
credit reporting would take place this early. Incorrect call length recorded in portal.
• 46779, lesha,!{bl(4l (b)(B) h-he CSRstated the account was past due. The borrower
stated they were in the process of selling house. The CSRsubmitted a request for forbearance.
The CSRcould have qualified the borrower's loans for a deferment or another beneficial option.
•
4
45139, 35g2Jbl( l (b)(Bl ICSRverified name. Borrower stated he was trying to make
a payment for his past due amount on his phone, but it was for the incorrect amount, asked if
the pending payment could be canceled. CSRconfirmed pending payment for that day's date
could be canceled. CSRprocessed a payment over the phone for the amount borrower
requested, borrower confirmed banking information. CSRprovided confirmation number. CSR
advised borrower that his next payment was coming up, asked if borrower needed assistance
with payments. Borrower stated he would call back if he did need assistance. No military
benefits discussed on this call.
• 45189, 3433,l(b)(4l (b)(6J !CSRverified name/active duty military status. Borrower

stated he received a call that his payment was past due, when he checked his account it
appeared that payment had already been withdrawn. CSRconfirmed auto-debit was set up on
account, but that it did not take out for March and took out for April due to the date that
borrower set up auto-debit. CSRexplained that borrower had a rolling delinquency on account.
CSRoffered to take payment over the phone; borrower did not have his banking information
available. Borrower asked how to make a manual payment online, CSRexplained banking
information that would be needed. CSRnotated a promise to pay. CSRdoes not discuss any
military benefits or PSLFoption.
• 45194, 3549.l(bl( 4l (b)(Bl I,CSRverified name. Borrower requested statements for

June and July of 2016. CSRstated that in June borrower was on forbearance, and in July he was
on a zero-dollar IDR. Borrower requested the balances from each statement over the phone,
CSRprovided balances for both statements, and provided an overall principal balance. CSR
verified contact info. CSRdid not discuss any military benefits or PSLFon this call.
• 4S201, 3486,l(b)(4l(b)(6J I
CSRverified name/contact info. Borrower stated she had
set up a post-dated payment for Friday asked to confirm this since she was receiving phone
calls. CSRstated an automatic dialer would contact accounts that are past due, stated account
was 41 days past due, provided past due amount, asked how much borrower was planning to
pay on Friday. CSRdocumented promise to pay. CSRoffered forbearance (unnecessary since
Wednesday, declined to post-date payment. CSRstated she would notate the account. CSRthen
offered forbearance even though borrower stated he could make a payment the upcoming
week. CSRread forbearance script, borrower agreed. CSRdid not discuss lower payment
options.
The current expectation is to offer a forbearance when the account is over 30 days past due or
will be 30 days past due when the payment will post. The forbearance request would be
reasonable as it would be a short term solution after the borrower stated he would pay next
week and the forbearance would resolve the account more immediately since it was above 30
days past due. The CSRshould have discussed recertification of the borrower's forced ICRplan.
We were able to reach the borrower on 6/2/2017 and discussed recertification with the
borrower and mailed him an IDR application. The borrower has not returned the IDR
application. The account is now current.
• 44399 3247 (b)(4) (b)(B) CSRverified name/DOB/last 4 of SSN.CSRadvised that call

' '
would monitore . s a e account was 18 days past due, provided past due amount and
requested payment. Borrower asked if her payments had increased. CSRstated borrower had
made a partial payment that had increased the current amount. Borrower stated she would
make a payment before the 30 day past due length. CSRoffered forbearance instead of lower
payment options, borrower declined.
The borrower confirmed she used automatic bill pay and did not realize her payment increased
and advised she would make the payment to cover the past due. The past due amount was a
result of the difference in the payment and the amount scheduled on the borrower's bill pay
which the CSRshould have discussed. The borrower is on a graduated repayment plan and The
CSRshould have confirmed that the current monthly installment amount was affordable. The
borrower has since resumed making monthly payments. The account is now current.
• 44568, 4549j(bl( 4l (b)(Bl L CSRverified name/contact info. Borrower asked to pay off
his loan balance, stated he travels with military and often misses payments due to that. CSR
advised that account was past due, provided past due amount, and total payoff amount.
Borrower asked to make the payment through CSR,CSRstated that he would need to go
through automated system. Borrower requested again to go through CSR,CSRtook banking
information, processed payment. CSRprovided confirmation number. No military benefits
discussed on this call.
The current expectation is that all military members speak to our Service Member and Military
Veteran Liaison Line. The CSRwas not part of this line and this call should have been transferred
to one of our Service Member and Military Veteran Liaisons. The loan was paid in full as of
4/24/2017.
• 6
44573, 3328,Ll(b~)~('~I
(~b~)(
~1____ _,I, CSRverified name. Borrower is completing application for
forbearance, had questions about how to complete specific sections on the form. Borrower
stated that she does not have any income at this time, was concerned about how to document
that on the form. CSRwalked borrower through forbearance form. CSRdiscussed that borrower
The current expectation is to discuss military benefits with the borrower if based on the account
notes we have not discussed these options with the borrower within the past 30 days. Based on
the account notes we discussed military benefits with this borrower on 4/12/2017.
• 45103, 4999, r)(4) (b)(6)
had been pai from the Air Force to

l ..
CSRverified name. Borrower stated a lump sum payment
is account, wanted to notify that it was on the way,
borrower provided amount. Borrower offered to provide check number, CSRstated it was not
necessary and documented account. No military benefits discussed on this call.
notes we have not discussed these options with the borrower within the past 30 days. We last
spoke with this borrower in February so the CSRshould have discussed military benefit. The CSR
should have verified the demographics. The supervisor for this CSRhas been made aware of this
interaction.
4
• 45107, 4999,l(bl( l (b)(B) lcsR verified name. Borrower asked why his bill was past
due. CSRstated account was 45 days past due, provided past due amount, did not request any
payments, stated that borrower's account entered repayment on March 2nd due to his grace
period ending. CSRstated that borrower's school reported that he withdrew, explained 6 month
grace period. Borrower asked if he could delay the payment since he is back in school, CSR
offered forbearance until his school notifies them that he is back in school. Borrower asked if
there was paperwork he should send to his school, CSRstated that he did not and his school
should do it automatically. Borrower stated he wanted to contact his school immediately to
make the correction. CSRread forbearance script, borrower agreed. CSRdid not advise
borrower that he could submit an in-school deferment form to his school and have them
complete it. No discussion of military benefits on this call.
The CSRshould have asked the borrower his dates of enrollment to determine if the borrower
qualified for in-school deferment at this time. The current expectation regarding in-school
deferment is for the CSRto review the account notes for updated information from NSLDSand if
the qualifying enrollment update was not received and the borrower is currently attending
school at least half time then the CSRshould advise the borrower to contact the school to
request the school update their enrollment information through the appropriate channels. The
CSRshould have discussed military benefits with this borrower. The CSRshould have verified
demographics. The supervisor for this CSRhas been made aware of this interaction.
• 45116, 3582J{bl( 4l (bl(6l I, CSRverified name. Borrower received email that his
payments were about to increase. CSRconfirmed borrower is on REPAVEand that it is about to
expire, stated that borrower could renew online so that his income information could be
retrieved on line (incorrect due to IRSlink), or that he could apply via paper app. Borrower
mentioned that the email he received was scrambled since it came to his government email, but
no discussion from CSRabout PSLFoption. No military benefits discussed on this call.
The CSRshould not have advised the IRS information could have been retrieved online. The
current expectation is to discuss military benefits with the borrower if based on the review of
the account notes if we have not discussed these options with the borrower within the past 30
days. Due to the date of this call we are unable to locate the account to verify if the CSRshould
The CSRshould have indeed asked the borrower what paperwork she was trying to submit. A
CSRattempted to reach out to this borrower to provide assistance with faxing the documents
on 5/01/2017 but we were unable to reach the borrower.
• 44706, 3522, l(bl(4l (b)(Bl l CSRverified name/contact. Borrower sent in her IDR re-
certification and her 1040, received letter that she had not sent in proof of income. CSR
confirmed that borrower had sent electronic application. The electronic application was able to
be submitted but did not come with proof of income (due to IRS link), which was immediately
denied. CSRstated that she did not see the application that borrower stated she had faxed,
borrower stated she would re-fax. CSRverified the fax number that borrower was sending her
application to after borrower requested it, did not advise of the file upload option.
The CSRshould have indeed discussed the ability to upload the documents via MOH ELA.com.
The documentation was received 4/27/2017 and the borrower is currently on the Income Based
Repayment plan under the Partial Financial Hardship.
• 44842, 3698j(bl( 4l (b)(B) ! CSRverified name. Borrower post-dated a payment, asked

for confirmation so that she would know if she needed to fix it or not. CSRprovided borrower
with the processing date of payment borrower scheduled (today), borrower asked to cancel it
since she could not afford it. CSRstated that it had already started processing, advised borrower
to contact her bank to stop payment. CSRdid not offer to go through lower payment options.
Incorrect call length recorded in portal (escalation).
The CSRshould have indeed offered to go through lower payment options with this borrower.
The payment for April did post to the account however the account is currently delinquent. Call
duration was 2 minutes and 47 seconds in 1-3system which means the duration rounded up or is
incorrect in the portal presentation.
4
• 44845, 3262J{bl( l (b)(Bl lcsR verified name/contact. Borrower asked if there was a
way to put her loan in forbearance for a longer period of time. CSRadvised of past due length
but did not provide past due payment amount or request payment. CSRoffered lower
payments; borrower declined and stated she would resume paying after she went through her
home purchase. CSRoffered forbearance, read script, borrower agreed. Borrower asked if she
was out of forbearance time, CSRstated that she was not but did not provide the amount of
time remaining on account. Incorrect call length recorded in portal (escalation).
The CSRshould have addressed the borrower's concern regarding the amount of forbearance
time remaining on her loans. We spoke with the borrower 7/5/0217 and discussed IDR. The
borrower was sent an IDR Application. The account is currently on a forbearance until
8/28/2017. The CSRis no longer employed at MOH ELA. Call duration was 2 minutes and 6
seconds in 1-3system which means the duration rounded up or is incorrect in the portal
presentation.
•
4
44903, 3621,1(bl( l (b)(Bl ICSRverified name. Borrower requested contact info
(mailing address and fax) to submit her IDR application. CSRprovided fax number and mailing
address. CSRdoes not verify any contact info or advise borrower that she will need to send
income verification along with application. Incorrect call length recorded in portal (escalation).
called back on 5/16/2017 and reviewed military benefits, suspension and repayment options.
The supervisor for this CSRhas been made aware of this interaction.
• 45189, 3433,!(bl(4l (b)(Bl lcsRverified name/active duty military status. Borrower

stated he received a call that his payment was past due, when he checked his account it
appeared that payment had already been withdrawn. CSRconfirmed auto-debit was set up on
account, but that it did not take out for March and took out for April due to the date that
borrower set up auto-debit. CSRexplained that borrower had a rolling delinquency on account.
CSRoffered to take payment over the phone; borrower did not have his banking information
available. Borrower asked how to make a manual payment online, CSRexplained banking
information that would be needed. CSRnotated a promise to pay. CSRdoes not discuss any
military benefits or PSLFoption.
notes we have not discussed these options with the borrower within the past 30 days. The CSR
should have discussed military and PSLFbenefits with this borrower. The supervisor for this CSR
has been made aware of this interaction.
• 45194, 3549,l(bl( 4l (b)(6l ICSRverified name. Borrower requested statements for

June and July of 2016. CSRstated that in June borrower was on forbearance, and in July he was
on a zero-dollar IDR. Borrower requested the balances from each statement over the phone,
CSRprovided balances for both statements, and provided an overall principal balance. CSR
verified contact info. CSRdid not discuss any military benefits or PSLFon this call.
notes we have not discussed these options with the borrower within the past 30 days. The CSR
should have discussed military and PSLFbenefits with this borrower. The CSRshould have
verified the demographics The supervisor for this CSRhas been made aware of this interaction.
•
4
45201, 3486Jbl( l (b)(B) ICSRverified name/contact info. Borrower stated she had
set up a post-dated payment for Friday asked to confirm this since she was receiving phone
calls. CSRstated an automatic dialer would contact accounts that are past due, stated account
was 41 days past due, provided past due amount, asked how much borrower was planning to
pay on Friday. CSRdocumented promise to pay. CSRoffered forbearance (unnecessary since
borrower had already scheduled payment later in the week, escalating due to this). CSRread
forbearance script, borrower agreed. CSRdiscussed military benefits for deferment, SCRA
benefits/PSLF (briefly tells borrower that she may need to change her payment plan but does
not elaborate). CSRcan be heard yawning on phone.
will be 30 days past due when the payment will post. The borrower is currently on a level
repayment plan and the CSRshould have explored lower payment options including IDR with
this borrower. The CSRshould have offered an apology to the borrower for yawning. The
account is currently on an in-school deferment that was effective 5/22/2017. The supervisor for
this CSRhas been made aware of this interaction.
Servicer: MOHELA
Review Period: 9/21/2017-10/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: II 266

Servicing Opportunity Calls: I
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
~----.-c1-,-.,-s-,-,-"-.---~I rl--,,-.-,.-,.-~
•
4
I
6480fi l\~)() (bl 1□0166698220170825, The CSRadvised the forbearance was going to expire .
The borrower wanted to extend the forbearance. The borrower stated they were unemployed;
however, borrower stated they were going to start working in one month or two. The CSRasked
the borrower if they wanted to look into other options. The borrower request for forbearance.
The CSRcould have qualified the borrower for a deferment or IDR plan.
r)(4)(b)(6)
• 64806bl( 1 4l (b)(Bl !The CSRadvised the forbearance was going to expire.
The borrower wanted to extend the forbearance. The borrower stated they were unemployed;
however, borrower stated they were going to start working in one month or two. The CSRasked
the borrower if they wanted to look into other options. The borrower request for forbearance.
The CSRcould have qualified the borrower for a deferment or IDR plan.
The CSRdid discuss the borrower's forbearance usage and offered to discuss more long term
options to save forbearance time however the borrower stated he wanted the forbearance
option. The CSRshould have provided more information regarding the available options
including benefits of IDR. We spoke with the borrower on 10/16/2017 and we qualified the
borrower for REPAVE.
T/11sprcsenW/1on. document or rcpor/ dnd analyses arc provided /or inrcmdi Use Only and may no/ be s/1ared ou/s1de of Feder di
Student /lid without the permission of FS/1-0perat/ons Services. This present<l/lon document report or analysis was created to aid the
Department of Education comply with its legal obl1gatior; to co/lee/ federal student /oar; debt These work products m1<yalso be used lo
inform the creauon of future Department and FS/l policies.
Servicer: MOHELA
Review Period: 1/19/2018 - 2/13/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 141

4
• 77812, Unknown,l(bl( l (b)(Bl ~he CSRadvised the account was past due. The
borrower agreed to submit a payment. The borrower asked if they could call back on Saturday
and the CSRoffered the borrower a forbearance to bring the account current. The borrower
stated they will make a payment on Saturday. The CSR read the forbearance terms. *The CSR
didn't identify herself. The CSR offered the borrower forbearance; however, the borrower stated
they were going to submit a payment on Saturday. The CSRdidn't schedule a call back.
• 77812, Unknown, ________

j(bl(4) (b)(6)
~The
I .
CSRadvised the account was past due. The
borrower agreed to submit a payment. The borrower asked if they could call back on Saturday
and the CSRoffered the borrower a forbearance to bring the account current. The borrower
stated they will make a payment on Saturday. The CSRread the forbearance terms. *The CSR
didn't identify herself. The CSRoffered the borrower forbearance; however, the borrower stated
they were going to submit a payment on Saturday. The CSRdidn't schedule a call back.
The CSRshould have provided her name in the greeting. The CSRshould have offered to go
through several other options before forbearance. The borrower is currently on a level
repayment plan and the CSRshould have explored lower payment options including IDR with
this borrower. After other options were discussed it would have been reasonable to discuss
forbearance as the current expectation is to offer a forbearance when the account is over 30
days past due or will be 30 days past due when the payment will post. At this time our system
only allows for same day calls backs. CSRshould have advised the borrower to call back Friday
or Monday. The borrower made a payment in January and is past due for February. The
supervisor for this CSRhas been made aware of this interaction.
This presen/a//011. documem or report and analyses are provided for lnternal·Use Oniy and may not be shared outside of Federal
Student Aid w1/!,ou/ the pemJJssion of FSA·Opera/1ons Services This prese,,la/1on. document. reporl or a()i,/ys1s was created lo a,d the
Dcpar/mcnr of Educal!On comply L'li/111/s legal ob/1gal!Onlo col/cc/ /cdcra! s/udcnl loan deb/. T/Jcsc work produe/s may also be used lo
mfo,m /lie creation of foto1e Department and FSA pal!c1es.
Servicer: MOHELA
Review Period: 3/13/2018 - 4/13/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 227


4 4
• 8378Srl( l (bJ(Blf1(l (bJ(Bl ~he borrower advised they didn't finish school and the
school closed. The borrower asked the CSRhow to discharge the loan. The CSRadvised they
contacted a help desk; however, the CSRdidn't ask the borrower if the borrower were attending
school when the school closed or within 120 days of the school closing. The CSRhad an
unprofessional tone. The line disconnected.
4l (b)(Bl lrheborrower advised they spoke with another

• 84984,[ll(
representative; however, they were not able to submit a payment. The borrower advised they
could submit a payment with a card. The CSRverified the borrower email address. The CSR
advised they have an account on file; however, they need to verify the information. The
borrower verified the information. The CSRprocessed the payment. The CSRcould have
informed the borrower they didn't accept payments with credit/debit cards. The CSRdidn't
verify the borrower phone number and address.
•
4
8S000Jbl( l (b)(Bl I,The borrower advised they have a Parent PLUSloan;
however, they thought the account was on deferment until the student graduates. The CSR
verified the borrower information. The CSRverified the enrollment status. The CSRsubmitted a
request to defer the account. The borrower wanted to verify they didn't have to submit a
payment until the student graduates. The CSRagreed. The CSRfailed to inform the borrower the
account can go in to repayment if the student falls below half time or withdraws.
• 85308, l(bl(4l (bl(6l !The borrower wanted to update the account. The
borrower advised they were unemployed for 3 years. The borrower stated they want to apply
for a repayment plan based off income or what they could afford. The CSRtold borrower about
IDR plan; however, the CSRoffered the borrower economic hardship deferment. The CSR
advised they were not able to offer forbearance. However, the CSRfailed to advise the borrower
how to apply for the IDR plan.
• 85348,l(bl(4l (b)(B) ~he borrower wanted to know if they could provide the
total number of qualifying payment for the PSLF.The CSRverified the borrower information.
The CSRtold the borrower they were not able to provide the information. The CSRreferred the
borrower to PHEAA. The borrower wanted to know how long the process was. The CSRstated
they didn't know. The borrower wanted to know when they applied for IDR plan. The CSR
provided the year and month of the first IDR application.
• 83785, l/~l
141
(bl loo148118550180208, The borrower advised they didn't finish school and the
school closed. The borrower asked the CSRhow to discharge the loan. The CSRadvised they
contacted a help desk; however, the CSRdidn't ask the borrower if the borrower were attending
school when the school closed or within 120 days of the school closing. The CSRhad an
unprofessional tone. The line disconnected.
This CSRwas unprofessional. The CSRshould have asked relevant questions to determine which
school the borrower attended and what dates to provide the necessary information. This CSRis
no longer employed at MOH ELA.
• 84984,l(bl( 4l (b)(Bl IThe borrower advised they spoke with another

representative; however, they were not able to submit a payment. The borrower advised they
could submit a payment with a card. The CSRverified the borrower email address. The CSR
advised they have an account on file; however, they need to verify the information. The
borrower verified the information. The CSRprocessed the payment. The CSRcould have
informed the borrower they didn't accept payments with credit/debit cards. The CSRdidn't
verify the borrower phone number and address.
The CSRshould have advised the borrower we do not accept payments via cred/debit card. The
current expectation is to verify only required demographic information when prompted to do so
by the system. The system will not prompt any demographic information to be verified if the
borrower verified demographics within the last 60 days and the borrower demographics are
valid and mobile consent is indicated for mobile numbers. Mobile Consent is a "Y" for all valid
mobile numbers. Unfortunately the screen recording is no longer available so we cannot confirm
which pieces of information were required during this interaction. Communication regarding
identified coaching opportunities has been sent to CSR'smanagement.
4l (b)(Bl
8SOOO,l(bl( hhe borrower advised they have a Parent PLUSloan;
•
however, they thought the account was on deferment until the student graduates. The CSR
verified the borrower information. The CSRverified the enrollment status. The CSRsubmitted a
request to defer the account. The borrower wanted to verify they didn't have to submit a
payment until the student graduates. The CSRagreed. The CSRfailed to inform the borrower the
account can go in to repayment if the student falls below half time or withdraws.
The CSRshould have discussed eligibility requirements for parent plus deferment with this
borrower including student's enrollment status. The current expectation is that CSRdiscuss
interest accrual on new loans as well as the benefits of making payments towards the interest
while on deferment. Communication regarding identified coaching opportunities has been sent
to CSR'smanagement.
• 8S308, l(bl(4l (b)(Bl I The borrower wanted to update the account. The
borrower advised they were unemployed for 3 years. The borrower stated they want to apply
for a repayment plan based off income or what they could afford. The CSRtold borrower about
IDR plan; however, the CSRoffered the borrower economic hardship deferment. The CSR
advised they were not able to offer forbearance. However, the CSRfailed to advise the borrower
how to apply for the IDR plan.
The borrower had parent plus loans and would not be eligible for IDR options, the CSRdiscussed
this information with the borrower. As the borrower indicated his situation. It was incorrect for
the CSRto advise the EHD would be applied as long as necessary because available time for EHD
is limited for the life of the loan. Communication regarding identified coaching opportunities has
been sent to CSR'smanagement.
• 85348,l(bl(4l (bl(6l IThe borrower wanted to know if they could provide the
total number of qualifying payment for the PSLF.The CSRverified the borrower information.
The CSRtold the borrower they were not able to provide the information. The CSRreferred the
borrower to PHEAA.The borrower wanted to know how long the process was. The CSRstated
they didn't know. The borrower wanted to know when they applied for IDR plan. The CSR
provided the year and month of the first IDR application.
The CSRshould have advised the criteria for qualifying payments for PSLFand ensured the borrower
had the employment certification form. The CSRshould have discussed the borrower's disbursement
date and reviewed the requirements for PSLF.Communication regarding identified coaching
opportunities has been sent to CSR'smanagement.
FSAhas no additional comments and accepts the responses provided by MOH ELA.
Servicer: MOHELA
Review Period: 2/14/2018 - 3/12/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 137

Actual Score: 100%
There were no Servicing Opportunity Calls for the month of January 2018.
Thank you for the review and letting us know that all calls passed, MOHELA has no additional comments.
FSA has no additional comments.
Servicer: MOHELA
Review Period: 8/22/2017 - 9/20/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl===,,=,===:
~----.-c1-,-.,-s-,-,-"-. ,-,-%-~
---~I rl--,-,-.
• 61104, Bill, 300163995430170717, A 3rd party called on behalf of the borrower. The CSR
verified the borrower information. The 3rd party stated her son wanted to pay off the loan. The
CSRprovided the payoff amount. The 3rd party wanted to make a payment with a credit card.
The CSRinformed the 3rd party they could make a payment with a routing number and account
number. The 3rd party provided the CSRa routing and account number. The CSRprocess the
payment. The 3rd party wanted to check her son's account. The CSRstated they didn't have an
account on file; however, the CSRcould have informed the 3rd party about NSLDS.
• 61104j(bl(4l (b)(Bl IA 3rd party called on behalf of the borrower. The CSR
verified the borrower information. The 3rd party stated her son wanted to pay off the loan. The
CSRprovided the payoff amount. The 3rd party wanted to make a payment with a credit card.
The CSRinformed the 3rd party they could make a payment with a routing number and account
number. The 3rd party provided the CSRa routing and account number. The CSRprocess the
payment. The 3rd party wanted to check her son's account. The CSRstated they didn't have an
account on file; however, the CSRcould have informed the 3rd party about NSLDS.
rd
The CSRadvised the 3 party her son's loans were not at MOH ELA.The son acknowledged that his loans
rd
were not at MOHELA. The CSRshould have indeed advised the 3 party her son could track his loans on
NSLDSif he was unsure who serviced his loans.
T/;1s preser;/at1on. document or report ar;d 1maiyses are provided tor /,,ter,,al-Use Only 1md may not be shared outside of Federal
S!udent Aid w1//10urthe permission of FSA Operations Services This presenrd/1011. doeumenl. report or w1a/ys1s was crearcd lo did 1/w
Depar/1T?en/of Education comply w1t/1its 1eqal obl1qat1on ta cailect federal student 1mm debt These work products 1T?ayalso be used to
,,,form the creatmn of future Dep1,r/menl and FSA po/1c1es
Servicer: MOHELA
Review Period: 7/21/2017 - 8/21/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
==,=0=5===:cl
Service Level Target {SLA}: 85% 11

~----.-c1-,-.,-s-,-,-"-.---~I ,-,-%-~rl --,-,-.
• 54846~300159505730170622, The borrower wanted to defer the loan for 3 months. The
CSRverified the borrower information. The CSRstated they could qualify for a lower repayment
plan or forbearance. The borrower requested forbearance. The CSRinformed the borrower
they will have two months forbearance time remaining. The CSRprocessed the borrower's
request; however, the CSRfailed to qualify the borrower for a deferment.
• 56823, 374s,l(bl(4l (b)(Bl INo audio on this recording .

•
4
57261,_ 3633, rl( l (b)(B)
recording.
INo interaction with borrower can be heard on this
4
• 56567, 4399J(bl( l (b)(B) lsorrower requested a fax number to submit paperwork,
CSRprovided general fax number. CSRdid not verify what documents were being submitted and
if they were going to the correct fax number.
•
4
57005, 32s1Jbl( l (b)(Bl ICSRverified name/DOB/contact information. CSRadvised
that call would be monitored. CSRstated that account was 10 days past due, provided past due
amount, requested payment. Borrower unable to make payment, unsure if monthly payment
was affordable. CSRoffered forbearance, read forbearance script, borrower agreed. Borrower
indicated that she was unsure if she could afford monthly payment, CSRdid not offer lower
payment options before offering forbearance.
• 57012, 4318,l(bl(4l (b)(Bl lcsR can be heard having a side conversation with another
CSRabout staying late to work when call connects. CSRverified name/DOB/last 4 of SSN/contact
information. CSRadvised that call would be monitored. CSRadvised that account was 20 days
past due, provided past due amount, requested payment. Borrower able to make payment over
the phone, confirmed banking information on file, CSRprocessed payment and provided
confirmation via email.
•
4
57105, 3460Jbl( l (b)(B) ICSRcan be heard having a side conversation when call
connects. CSRverified name/DOB/contact information. Borrower stated she submitted her final
payment, asked to cancel her direct debit. CSRadvised borrower that she canceled the direct
debit. Borrower requested payoff amount, CSRprovided payoff amount.
• 57108, 3460,j{bl(4l (b)(Bl ICSRverified name/DOB/contact information. Borrower

attempting to sign up for direct debit, indicated that his account is now past due, requested
account to be unlocked. CSRunlocked borrower's account, offered to email direct debit
application, borrower declined. CSRadvised of processing time for direct debit to be placed on
account. Borrower stated he had made past due payment, CSRindicated it was not showing on
account yet. No discussion of military benefits on this call.
•
4
57113, 3627,"l(b_l(_
5
l_(_bl_(
_I____ _,ICSRverified name/DOB. CSRadvised that call would be
monitored. Borrower stated that he was behind on his payment and would not be able to make
it until the following week. CSRprovided past due amount and monthly payment amount. CSR
stated that forbearance was "like skipping a payment", not an appropriate definition of
forbearance and no mention of capping. CSRread forbearance script, borrower agreed. No
discussion of military benefits on this call.
• 57120, 3486. l(b)(4l(b)(6J I CSRverified name/updated contact information. Borrower

stated that his loans were in forbearance, requested to end forbearance and begin payments.
The CSRshould have indeed offered to explore lower payment options prior to
discussing forbearance. The borrower has called back and was placed on REPAVE.
•
4
57012, 4318rl( l (b)(B) l
CSR can be heard having a side conversation with another
CSR about staying late to work when call connects. CSRverified name/DOB/last 4 of SSN/contact
information. CSRadvised that call would be monitored. CSRadvised that account was 20 days
past due, provided past due amount, requested payment. Borrower able to make payment over
the phone, confirmed banking information on file, CSRprocessed payment and provided
confirmation via email.
The CSRcan be heard talking at the start of the conversation but does offer an
apologetic statement to the borrower.
• l
(b)(4) (b)(6)
57105, 3460,~---,,,,-,,-----,==~CSR
I
can be heard having a side conversation when call
connects. CSRverified name/DOB/contact information. Borrower stated she submitted her final
payment, asked to cancel her direct debit. CSRadvised borrower that she canceled the direct
debit. Borrower requested payoff amount, CSRprovided payoff amount.
The CSR should have indeed acknowledged the caller immediately. The CSR should have
conveyed a congratulatory statement excitement for the payoff. The account balance is
paid in full.
• l(b)(4) (b)(6)
57108, 3460•---------~CSR
I
verified name/DOB/contact information. Borrower
attempting to sign up for direct debit, indicated that his account is now past due, requested
account to be unlocked. CSRunlocked borrower's account, offered to email direct debit
application, borrower declined. CSRadvised of processing time for direct debit to be placed on
account. Borrower stated he had made past due payment, CSRindicated it was not showing on
account yet. No discussion of military benefits on this call.
The current expectation is to discuss military benefits with the borrower if based on the
account notes we have not discussed these options with the borrower within the past
30 days. This is our first time speaking with this borrower so the CSR should have
discussed military benefits. The CSR should have acknowledged the borrower's
dissatisfaction. The CSR should have addressed the removal of the previous auto debit
with the borrower. The auto debit was removed due to an incorrect bank information
provided.
• 57113,
61
____
3627,~l(b_l(_'l_(b_l(_ ~1CSRverified name/DOB. CSRadvised that call would be
monitored. Borrower stated that he was behind on his payment and would not be able to make
it until the following week. CSRprovided past due amount and monthly payment amount. CSR
stated that forbearance was "like skipping a payment", not an appropriate definition of
forbearance and no mention of capping. CSRread forbearance script, borrower agreed. No
discussion of military benefits on this call.
CSRsubmitted request to stop forbearance. No discussion of the payment plan/amount that

borrower will now have. No discussion of military benefits.
4
• 57128, 3473, fbl( l (b)(Bl lcsRverified name. Borrower stated that he was planning
on returning to school but had issues with his financial aid, requested to use his forbearance
time. CSRadvised borrower of his forbearance time remaining, that he had 4 loans in
deferment, and separate loans that would be eligible to apply forbearance time to. CSRread
forbearance script, borrower agreed. No discussion of military benefits on this call.
• 41~(_bl_(
54846, Amv,Ll(b_l(_ 6_1----~~he borrower wanted to defer the loan for 3 months. The
CSRverified the borrower information. The CSRstated they could qualify for a lower repayment
plan or forbearance. The borrower requested forbearance. The CSRinformed the borrower
they will have two months forbearance time remaining. The CSRprocessed the borrower's
request; however, the CSRfailed to qualify the borrower for a deferment.
The CSR should have indeed reviewed deferment options. The borrower indicated he
needed a suspension of more than 1-2 months. The borrower had limited forbearance
time so exploring more long term options would have been more beneficial.
• 56823, 3748,l "·(b)(4) (b)(6)

--------~
INo aud'10on th'1srecor d'ing.
This call took place on 6/08/2017 and was disconnected by the caller.
51
• 57261, 3633,"r_1_('_
1(-b-)(
_ ______ alo interaction with borrower can be heard on this
recording.
This appears to be a BD call that was not acknowledged and subsequently disconnected.
Due to the date of this recording the screen recording is no longer available.
• 56567, 4399J(bl(4l (b)(Bl I Borrower requested a fax number to submit paperwork,

CSRprovided general fax number. CSRdid not verify what documents were being submitted and
if they were going to the correct fax number.
The main fax number for MOH ELA that was provided during this call routes all faxed
correspondence to our scanning department where they are sorted and sent to the
correct department within MOH ELA.
4 5
• 57005, 3281, j{b-,l(_
0
_I,--,-,=~lcsR
l_(_bl_( verified name/DOB/contact information. CSRadvised
that call would be monitored. CSRstated that account was 10 days past due, provided past due
amount, requested payment. Borrower unable to make payment, unsure if monthly payment
was affordable. CSRoffered forbearance, read forbearance script, borrower agreed. Borrower
indicated that she was unsure if she could afford monthly payment, CSRdid not offer lower
payment options before offering forbearance.
30 days. We last spoke with this borrower in April so the CSRshould have discussed
military benefits. The forbearance scripting includes information about interest accrual
and capitalization. The account is now current.
I
• 57120, 3486,. l(b)(4) (b)(6)
, tc;R verified name/updated
contact information. Borrower
stated that his loans were in forbearance, requested to end forbearance and begin payments.
CSRsubmitted request to stop forbearance. No discussion of the payment plan/amount that
borrower will now have. No discussion of military benefits.
military benefits. The CSRadvised the borrower the payment amount would be sent via
bill and a new repayment schedule may be sent as well. After the forbearance interest
capitalization may cause the payment to recalculate and the CSRwould not have the
ability to know the new amounts during this call. The borrower's payment increased by
less than $1.00 and the first payment was due on 7/26/2017.
•
4
57128, 3473_!(bl( l (b)(B) bR
verified name. Borrower stated that he was planning
on returning to school but had issueswith his financial aid, requested to use his forbearance
time. CSRadvised borrower of his forbearance time remaining, that he had 4 loans in
deferment, and separate loans that would be eligible to apply forbearance time to. CSRread
forbearance script, borrower agreed. No discussionof military benefits on this call.
military benefits. The borrower has a combination of DL PLUSand DL Consolidation
loans.
This presentation. documem or report and analyses are provided for lnternal·Use Oniy and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn of FSA·Opera/lons Se1v1ces This presentation. docu1T?ent.report or analysis was c1eated to aid the
Servicer: MOHELA
Review Period: 4/16/2018 - 5/7/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 146

• 8729oj(bl( 4l (bl(6l ~he borrower wanted to cancel the direct debit. The CSR
verified the borrower information. The borrower told the CSRnever mind. The CSRadvised the
account was past due. A third party advised a payment post to account every month. The CSR
advised a few payments were returned. The CSRoffered to qualify for lower repayment plan.
The CSRasked the borrower/third party a few questions; however, the CSRasked the borrower
if they work for non-profit or government agency. The borrower declined. The CSRinformed the
borrower a person that works for Non-profit/government qualify for loan forgiveness an offered
to send information. The call was terminated. The CSRdidn't inform the borrower about
deferment, a forbearance or IDR plan.
• 87290, ~l(b"l(._41'-'("bl"(6'-I
______ _.L
The borrower wanted to cancel auto debit. After
authentication of the borrower, he placed the CSRon a brief hold and when he returned to the
call he said he figured it out. The CSRadvised the borrower of the delinquency days and
amount. This is when a female spoke and said that could not be as $176.92 has been coming out
of the account every month so she does not understand why it is delinquent. Female verified we
are the Department of Education and CSRadvised that we service the loans on behalf of the
Department. The CSRreviewed the account and advised that some payments have been
returned due to insufficient funds. The CSRoffered to review options to see if the payment
could be lowered. The female stated yes because this one is also going to be returned. The CSR
began going through the repayment options flow and the female was responding, however the
borrower began to respond.
The CSRshould have verified the identity of the third party who spoke on the call and should
have asked the borrower if we were authorized to speak about the account with the third party
on the line. The call has now been scored internally by MOH ELA and the CSRhas been provided
coaching regarding the third party verification requirements. The current expectation is to read
a PSLFstatement and offer the PSLFlink if the borrower is working 30 hours or more a week
even though they are not currently working for a non-profit or government agency. MOH ELA
made a decision several weeks ago to modify the agent script to no longer read a PSLF
statement in this scenario - this is pending modification. The caller disconnected the call
therefore the CSRwas unable to discuss all options. MOHELA has been continuously attempting
to contact this borrower to resolve delinquency, however he has not responded to our calls. On
5/22/2018, MOHELA's Director of Federal Contracts sent a customized email to the borrower
requesting he call us to resolve delinquency prior to negative credit being reported for May
2018.
This presenta/lon. document or 1eport and analyses a,e p1ov1ded for lnte,nal·Use Only and 1Tlaynot be shared oots1de of Fede1al
Student Aid w1/!,out the pemJJssion of FSA·Opera/1ons Services This prese,,tat1on. document. reporl or a()i,/ys1s was created to a,d the
Servicer: MOHELA
Review Period: 6/21/2018 - 7/17/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 173
(b)(4) (b)(6)
l"·----------~The I
• 758, CSRtried to verify the borrower's information. The
borrower talked over the CSR.The borrower advised that they received a notice from MOH ELA
and was informed to disregard the calls. The borrower confirmed that the account was in good
standing. The borrower then indicated they were not able to hear the CSRand disconnected the
call.
• 763,l(bl(4l (bl(6l I
The CSRtried to verify the borrower's information, but the
borrower advised that they were not able to talk. The borrower requested for a call back. The
CSRadvised that they could call back. The borrower indicated that they were not able to write
down the phone number. The borrower indicated that they would review the account the
following day. The CSRdid not advise the borrower the call may be monitored.
•
4
765, l(bl( Hbl( l
5
lThe CSRasked for the borrower Date of Birth and last four
of SSN.The borrower advised that they were not able to provide information. The CSRadvised
that they could call back. The borrower verified the number. The borrower is going to call back.
The CSRdidn't inform the borrower that the call may be recorded.
• 1417J(bl( 4l (bl(6l IThe borrower wanted to know if they eligible for a

discharge. The borrower indicated the school closed. The CSRprovided the borrower
information about closed school discharge. The CSRcould have informed the borrower about
borrower defense.
• 758, l(bl(4l (bl(6l IAII

parties can be heard on the line in the recording. It did not
appear to be a bad connection. This call took place on 5/31/2018 at 1:28 PM and was
disconnected by the caller.
• 763j{bl( 4l (b)(B) I Our current call handling policy is to not advise the
recording disclosure until after authentication of the caller has been completed and the account
secured.
• 765j{bl( 4l (bl(6l IThe CSRshould have asked for alternative security

information to overcome the obstacles presented by this borrower. Communication regarding
identified coaching opportunities has been sent to CSR'smanagement. Our current call handling
policy is to not advise the recording disclosure until after authentication of the caller has been
completed and the account secured.
• 1417 l(b)(4) (b)(6)

, > l
The CSRshould have discussed Borrower Defense
discharge. Identified coaching opportunities were not provided to CSR'smanagement as we no
longer field incoming Borrower Defense phone volume.
FSA has no additional comments and accepts the response provided by MOH ELA. Call 1D's 763 and 1417
have been removed from the scoring percentages.
Th,s presenlal,on. document or report and analyse., are provided for lntamal-Usa Only and may not be shared outside of Federal
Student Ard wrthoul /he permission of FSA-Opera/ions Services This presenlatron, document, report or analysis was created lo aid /he
Depa,tment of Education comply with Its legal obligat1on to collect federal student loan debt. These wo,k p,oducts may also be used to
mfarm /he creatron of future Department and FSA po/1c1es
Servicer: MOHELA
Review Period: 12/18/2017 - 1/18/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 209

• 75440, 3691,!(bl(4l (b)(Bl JCSRintroduced herself and asked borrower to identify the
reason for calling. Borrower introduced herself and informed CSRof reason for call. No response
from CSRwas ever heard so borrower ended call.
• 75440, 3691,j{bl( 4l (b)(Bl lcsRintroduced herself and asked borrower to identify the
reason for calling. Borrower introduced herself and informed CSRof reason for call. No response
from CSRwas ever heard so borrower ended call.
The CSRshould have responded to the borrower's question regarding her BD

application. The CSRwas being training for the BD hotline as part of the Customer
Advocacy Team at the time of this interaction. Based on the content of the call
recording we cannot locate the borrowers account to determine if/when she called
back.
Student l11dwithout the permission of FS/1-0perat/ons Ser'11ces. This present.won document. report or analysis was created to aid tl1e
inform //JC crea11ono/ fururc Depar!mcn/ and FSA policies.
Comprehensive Phone Call Review -October 2017- Final
Servicer: MOHELA
Review Period: 11/9/2017-12/15/2017
OBJECTIVE
To assure service rs provide exceptional customer service with the greatest accuracy at contractors
managing call centers under BusinessOperations Servicesof Federal Student Aid (FSA). CalIswill be
with the servicer toward continual improvement in delivery of its telephoniccustomerserviceefforts.
METHODOLOGY
• 1,141 random accounts are selected for in-depth cal I monitoring review. If necessary, additional
SUMMARY
CALLS SUMMARY
Passed Calls: 270

Service Level Target {SLA): 85%

• 71150, Teiana, 200129213940171023, The borrower wanted to make a payment. The CSRasked
the payment amount. The borrower stated they want to submit the full amount. The borrower
• 71160, 4486.l(bl( l (b)(Bl

4
I CSRidentified herself and asked for borrower to verify
identity. CSRconfirmed details before detailing borrowerdelinquent account details. CSRasked
if payment could be made, borrower said no and that she was waiting for a check to arrive in the
mail. CSRasked when to expect, borrower unsure and made no assurances. CSRnotated
account and verified demographic information before ending call. CSRdid not ask if payments
were affordable and failed to discuss forbearance options
The CSRshould have offered to discuss options to lowerthe payment. Based on the borrower's
inconsistent payment history and no remaininggeneral forbearance time there may be a better
solution forth is borrower. The borrower made a payment on 11/3/2017 for $123.80. The
account is currently delinquent.
4
• 71189, (bl( l (b)(Bl The borrower had a question regarding a repayment plan .
The CSRre erre t e orrowertot e servicer. The CSRcould have referred the borrower to
NSLDSto identify servicer. The CSRdidn't identify the agency name.
The CSRshould have offered to look up the borrower's student loan servicer on NSLDS.Our
current expectation when the borrower wants to know whotheirserviceris, is to perform a
NSLDSlookup to provide the service name and in turn provide the servicer phone number.
•
l(b)(4) (b)(6)
71211, 4322, L--------'
I
CSRidentified himself and asked borrowertoverify
identity. Borrower provided correct information and CSRinformed borrower of reason for call.
Borrower stated that he could not make a payment at the time said that he gets paid the
followingweek. CSRasked if borrower payments were affordable, borrower confirmed that they
are. CSRconfirmed demographic information before applying forbearance on account. CSR
applied forbearance to account before ending call, did not read forbearance script.
will be 30 days past due when the payment will post. The forbearance request would be
reasonable as it would be a short term solution after the borrower stated he would pay next
week and the forbearance would resolve the account more immediately since it was over30
days past due. The account is now current. At approximately 2 minutes in the recording the CSR
read the forbearance script.
FSA has no additional comments and accepts the responses provided by MOH ELA.
This pre.sentat,on. docurrent 01 report ana analyses are prov,ded for !nte1nal-Use Only and rrey not be shared out.side of federal
Student Aid without tne pecnission of FSA-Operatio% Services TJ,is presentation. docun-ent. cepoc/ oc a11aiys1swas cceated to aid /he
Dcpart,rvn/ of Educar,on conp/y w,/11,1s legal ob11g:mon 10co11ec1led eral s/uden/ loan deb/ These work produc/s m;,y :;1so be used to
inform !/Je creal101J of future Depar!rrnr;! ar;d FSA po,'1c1es
wanted to submit a payment with a credit card. The CSRadvised the borrowerthey could
process a payment with a routing and account number. *The call was a military call; however,
the CSRdidn't go over military benefits.
•
4
71463, 3528,l(bl( l (b)(Bl I CSRidentified himself and asked borrower to verify
identity as wel I. Borrower confirmed identity before CSRinformed him of delinquent account
details. Borrower was asked if he can make a payment to which he rep Iied he cannot, citing
recent hardship. Borrower phone reception inconsistent throughout call, CSRasked for
borrowerto call back. Phone call eventuallycuts out due to bad reception.
l(b)(4) (b)(6) I
• 71160, 4486,._ _______ _, CSRidentified herself and asked for borrowerto verify
identity. CSRconfirmed details before detailing borrowerdelinquent account details. CSRasked
if payment could be made, borrower said no and that she was waiting for a check to arrive in the
mail. CSRasked when to expect, borrower unsure and made no assurances. CSRnotated
account and verified demographic information before ending call. CSRdid not ask if payments
were affordable and failed to discuss forbearance options.
• 71189, Slone,j{bl( 4l (b)(Bl l The borrower had a question regarding a repayment plan .
The CSRreferred the borrowerto the servicer. The CSRcould have referred the borrower to
NSLDSto identify servicer. The CSRdidn't identify the agency name.
• 41ul~b).1
71211, 4322,ol(b.J(~ 6~1
____ _,) CSRidentified himself and asked borrowertoverify
identity. Borrower provided correct information and CSRinformed borrower of reason for call.
Borrower stated that he could not make a payment at the time said that he gets paid the
followingweek. CSRasked if borrower payments were affordable, borrower confirmed that they
are. CSRconfirmed demographic information before applying forbearance on account. CSR
applied forbearance to account before ending call, did not read forbearance script.
VendorCommentsand ActionsTaken
• 71150, i(bl(4l (b)(Bl I

The borrower wanted to make a payment. The CSRasked
the payment amount. The borrower stated they want to submit the full amount. The borrower
wanted to submit a payment with a credit card. The CSRadvised the borrowerthey could
process a payment with a routing and account number. *The call was a military call; however,
the CSRdidn't go over military benefits.
notes we have not discussed these options with the borrowerwithin the past 30 days. The CSR
should have discussed military benefits with this borrower.
• 71463, 3528, J{bl(4l (b)(Bl I CSRidentified himself and asked borrower to verify
identity as wel I. Borrower confirmed identity before CSRinformed him of delinquent account
details. Borrowerwas asked if he can make a paymenttowhich he rep I ied he cannot, citing
recent hardship. Borrower phone reception inconsistent throughout call, CSRasked for
borrowerto call back. Phone call eventuallycuts out due to bad reception.
Based on the content of the cal I recording we cannot locate the borrowers account to
determine if /when he cal led back.
Servicer: MOHELA
Review Period: 10/17/2017 - 11/08/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 '"
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-%--~
• 68019, 3278, 200130506020170922, CSRidentified herself as a MOHELA representative.

Borrower confirmed name, dob and last four of ss number. CSRinformed borrower of
• 68019, 3278,l(bl( 4l (b)(Bl ~ CSRidentified herself as a MOH ELA representative.

Borrower confirmed name, dab and last four of ss number. CSRinformed borrower of
outstanding payment and asked if payment could be made during the call. Borrower told CSR
that she could not make a payment during the day of call but could on the first of October. CSR
did not ask borrower if payments were too high. Borrower informed CSRthat she only gets paid
once a month but CSRdid not take opportunity to ask if current payments arrangement is
manageable. CSRnotated promise to pay on account before ending call.
The CSRshould have indeed offered to discuss options to identify a longer term solution for this
borrower. Based on the borrower's inconsistent payment history and very limited forbearance
time there may be a better solution for this borrower. The borrower has DLPLUSloans and
would not have qualified for IDR. The borrower made a payment on 10/17/2017 for $100.00.
The account is delinquent for December.
• 68809,l(bl( 4l (b)(Bl I,The borrower stated they didn't have to make payments
until 6 months after they complete school. The borrower wanted to know if they could submit
$20-$25 payments now. The CSRadvised the borrower they could make a payment. The CSR
verified the borrower information. The CSRadvised the borrower they accept payments with a
routing and account number. The CSRdidn't inform the borrower the account will go in
repayment if they fall below half time.
The CSRshould have indeed advised the borrower that if the borrower dropped below half time
enrollment the 6 month grace period would begin.
4
• 68836, l(bl( l (b)(Bl I,The borrower received a letter regarding the account. The
borrower stated they were attending school. The CSRinformed the letter was submitted before
they received an update from the school. The borrower wanted to know if they need to pay or
wait until they complete school. The CSRadvised the borrower to wait until they complete
school. The CSRadvised the borrower about PSLF.The CSRverified the borrower information.
The CSRdidn't advise the borrower the account will go in repayment if they fall below half time.
The CSRshould have indeed advised the borrower that if the borrower dropped below halftime
enrollment the 6 month grace period would begin.
• 69664, 3619.l(bl( 4l (b)(Bl I,Recording ended after CSRintroduced himself and asked
for borrower's first and last name. Call Duration listed at 01:35 on call sheet, actual call no more
than 00:10.
This call took place on 9/08/2017 and was disconnected by the caller. Call duration was 8
seconds in 1-3system which means the duration rounded up or is incorrect in the portal
presentation.
• 69665, 4332,l(b)(4l (b)(6J I rhird party, Student Connections, provided social security
number for borrower per CSR'srequest. CSRasked for third party to identify herself, third party
gave name and phone call ended. Call Duration on call sheet listed as 01:49 but call is no longer
than 0:30.
outstanding payment and asked if payment could be made during the call. Borrower told CSR
that she could not make a payment during the day of call but could on the first of October. CSR
did not ask borrower if payments were too high. Borrower informed CSRthat she only gets paid
once a month but CSRdid not take opportunity to ask if current payments arrangement is
manageable. CSRnotated promise to pay on account before ending call.
68809,l(b)(4) (b)(6)
• ~he borrower stated they didn't have to make payments
until 6 months after they complete school. The borrower wanted to know if they could submit
$20-$25 payments now. The CSRadvised the borrower they could make a payment. The CSR
verified the borrower information. The CSRadvised the borrower they accept payments with a
routing and account number. The CSRdidn't inform the borrower the account will go in
repayment if they fall below half time.
• 68836, (bl(4l (b)(B) The borrower received a letter regarding the account. The
borrower state t ey were atten ing school. The CSRinformed the letter was submitted before
they received an update from the school. The borrower wanted to know if they need to pay or
wait until they complete school. The CSRadvised the borrower to wait until they complete
school. The CSRadvised the borrower about PSLF.The CSRverified the borrower information.
The CSRdidn't advise the borrower the account will go in repayment if they fall below half time.
• 69664, 3619,j{bl( 4l (bl(6l I

Recording ended after CSRintroduced himself and asked
for borrower's first and last name. Call Duration listed at 01:35 on call sheet, actual call no more
than 00:10.
4
• 69665, 4332, l(bl( l (b)(Bl ~hird party, Student Connections, provided social security
number for borrower per CSR'srequest. CSRasked for third party to identify herself, third party
gave name and phone call ended. Call Duration on call sheet listed as 01:49 but call is no longer
than 0:30.
• 69668, 443o,l(bl( 4l (b)(6l IBorrower provided first and last name. Borrower called to
inform CSRthat she is still in school. CSRverified borrower contact information. Call ends after
CSRlists borrower contact information for accuracy. Call Duration listed 02:52, actual recording
no longer than 01:00.
• 69841Jbl(
4
l (bl,(Bl IThe CSRstated the account was past due. The CSRasked
the borrower if the payment was affordable. The borrower agreed. The borrower asked for
information to submit a payment. The CSRoffered the borrower a forbearance to bring the
account current. The borrower agreed. *The borrower asked for information to submit a
payment; however, the CSRoffered the borrower a forbearance.
• 69843J{bl( 4l (b)(Bl !The CSRstated the account was past due. The CSRasked
the borrower if they were able to make a payment. The borrower agreed. The borrower stated
they will submit a payment on line. The CSRstated they will note the account. The CSRasked if
the payment was affordable. The borrower agreed. The CSRoffered the borrower a forbearance
to bring the account current. The borrower declined. *The borrower stated they were going to
submit a payment on line; however, the CSRinformed the borrower about forbearance.
seconds in 1-3 system which means the duration rounded up or is incorrect in the portal
presentation.
•
4
69668, 4430,l(bl( l (b)(Bl I
Borrower provided first and last name. Borrower called to
inform CSRthat she is still in school. CSRverified borrower contact information. Call ends after
CSRlists borrower contact information for accuracy. Call Duration listed 02:52, actual recording
no longer than 01:00.
seconds in 1-3 system which means the duration rounded up or is incorrect in the portal
presentation.
4
• 69841, Tammv,l(bl( l (b)(Bl ~he CSR stated the account was past due. The CSR asked
the borrower if the payment was affordable. The borrower agreed. The borrower asked for
information to submit a payment. The CSRoffered the borrower a forbearance to bring the
account current. The borrower agreed. *The borrower asked for information to submit a
payment; however, the CSR offered the borrower a forbearance.
The account was 237 days delinquent. The borrower advised the monthly payment amount was
affordable then stated he needed to start paying on his loan and asked how he would do that.
Based on the days of delinquency and the borrower's inconsistent payment history the
forbearance was reasonable to offer.
• 69843, Ryan,!(bl(4l(b)(6J I,The CSRstated the account was past due. The CSR asked
the borrower if they were able to make a payment. The borrower agreed. The borrower stated
they will submit a payment on line. The CSR stated they will note the account. The CSR asked if
the payment was affordable. The borrower agreed. The CSR offered the borrower a forbearance
to bring the account current. The borrower declined. *The borrower stated they were going to
submit a payment on line; however, the CSR informed the borrower about forbearance.
With the understanding that the borrower would pay on line, the forbearance request was not
reasonable to offer. The borrower made a payment on 9/11/2017 for $143.74. The account is
current.
T/;1.spre.ser;/at1on. document or report ar;d 1maiyses are provided tor /,,ter,,a/.LJ.se Only 1md may not be shared outside of Federal
Servicer: MOHELA
Review Period: S/08/2018 - 6/20/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 263

•
4
90172,l(bl( l (b)(Bl l
The borrower indicated that they submitted an
application. The borrower wanted to verify that they have an application on file. The CSR asked
the borrower how they submitted the application. The borrower indicated that they mailed the
application. The CSRprovided the borrower FSA's address for additional information. The CSR
could have informed the borrower if there was an application on file
• ------~IThe
90452,"l(b_l(_41_(_bl_(B_I borrower advised that they submitted a HF/Teach
application. The borrower wanted to check the status. The CSRadvised referred the borrower to
the servicer. The CSRcould have referred the borrower to NSLDS.
• 90172J(bl(4l (bl(6l I
The borrower's application information may not have
been available at the time of this phone recording. Unfortunately the screen recording is no
longer available so we cannot confirm that the CSRdid not attempt to access the borrower's
information to provide information about her application. CSRshould have either way informed
the borrower if the application was on file. Identifying coaching opportunities were not
provided to CSR'smanagement as we no longer field Borrower Defense phone volume.
• 90452, ~l(b"l(c.41'-'("bl"(6'-I
______ _,IThe CSRshould have clarified who the borrower was
attempting to reach and provided guidance based on that information, either the borrower's
servicer information or NSLDS.This may be related to the transfer issue identified in May. In
May 2018 we identified a sample of calls that were being transferred to the Borrower Defense
Hotline from the student info/loan tracking number. Notification ofthis issue was sent to FSA
5/17/2018. Identifying coaching opportunities were not provided to CSR's management as we
no longer field Borrower Defense phone volume.
FSA has no additional comments and accepts the responses provided by MOH ELA.
This presentation. documem or report and analyses are pro'11ded for lnternal·Use Oniy and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn of FSA·Opera/lons Se1'11ces This presentation. docu1T?ent.report or analysis was created to a.id tl1e
TIVA: Navient
Review Period: 5/15/2017 - 6/15/2017
FinalReport Date: 8/1/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 828
Failed Calls: 6

Identified Self
Failed: 0
Reviewed: 834
% Failed: 0.0
Identified Agency
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Was polite
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 72
% Failed: 0.0
Offered Forbearance
Failed: 0
Reviewed: 52
% Failed: 0.0
Failed: 2
Reviewed: 18
% Failed: 11.0
Failed: 2
Reviewed: 12
% Failed: 17.0
Failed: 0
Reviewed: 12
% Failed: 0.0
0% interest
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 14
% Failed: 0.0
Failed: 0
Reviewed: 4
% Failed: 0.0
PSLF
Eligibility for PSLF
Failed: 0
Reviewed: 13
% Failed: 0.0
Failed: 0
Reviewed: s
% Failed: 0.0
TLF
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
TPD
Failed: 1
Reviewed: 4
% Failed: 25.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
1099c Will Be Sent
Failed: 0
Reviewed: 0
% Failed:
IDR
Failed: 4
Reviewed: 97
Reviewed: 48
% Failed: 0.0
Failed: 0
Reviewed: 29
% Failed: 0.0
Failed: 0
Reviewed: 31
% Failed: 0.0
Forbearance
Failed: 1
Reviewed: 37
% Failed: 3.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Explained interest capitalization
Failed: 0
Reviewed: 1
% Failed: 0.0
Payments
Failed: 0
Reviewed: 8
% Failed: 0.0
Failed: 0
Reviewed: 7
% Failed: 0.0
Failed: 0
Reviewed: 43
% Failed: 0.0
Failed: 0
Reviewed: 3
Failed: 0
Reviewed: 124
% Failed: 0.0
• (b)(4) (b)(6)
, Borrower is
not wor mg an as e or postponement ut ut ment1one 1f borrower
needed longer postponement different options could be looked at. All options should be given
at time of call.
(b)(4) (b)(6) IT
• ~-
l --------------~ he borrower stated that she needs to renew her
repayment plan because she is disabled. The CSRnever asked any questions regarding her
disability nor was she referred to TPD.
• l;~~/i~ 4
ful( l (b)(Bl ~691F-D041-8DD3-EC7E2DE20001,The borrower is
not active duty but he is a member of the reserves. The borrower has a D02475 for the student
loan repayment. The borrower asked does he sign and just submit it. The agent advised that he
is supposed to complete section 2 and then sign and submit. The agent explained to the
borrower what happens after submission of the application. This form usually takes 7 to 10 days
to process. The agent did not verify SCRAbenefits with the borrower or even explain to the
borrower what SCRAbenefits are. It can be implied that the borrower is not on orders because
the agent did say if he does go on orders he could receive SCRAbenefits but he did not explain
them to the borrower.
(b)(4) (b)(6)
• he borrower is
delinquent on her student loan account by 25 days. The agent asked if the borrower could make
a payment or if she would be needing assistance. The borrower asked if she has any other
options besides making a payment today. The borrower has 3 parent plus loans and the agent
stated that he is going to suggest a consolidation. The agent also is going to place an
administrative forbearance on the account to give the borrower time to make payments. The
borrower stated that she is going back to school. The agent advised the borrower to have the
school update the enrollment status when she starts so that she can receive the in-school
deferment. The agent did not explain to the borrower the process of how consolidation works,
or how to apply. The agent only offered the consolidation because it could potentially lower the
monthly payments for the borrower. The agent did send the borrower the consolidation form
but did not explain the benefits or the requirements.
FSAReview ID Navi Response Navi Comments

(b)(4) (b)(6) Agree We agree the agent should have provided more information
regarding the benefits of a loan consolidation and the process of
how to consolidate. The agent also should have asked more
clarifying questions regarding the upcoming school enrollment to
determine eligibility for school deferment. The customer is
currently in a school deferment until 2021 and no further action is
needed at this time.
Agree The agent started to ask the required qualifying questions but
stopped when the customer advised she was looking for full-time
employment. At that point, unemployment deferment was
offered. The customer is currently in IDR and although renewal
notices have been sent annually since 2013, she has not
recertified. The agent should have recognized this and discussed
IDR recertification. Feedback will be provided to the agent and a
courtesy call will be placed to the customer to discuss
recertification of IDR.
Agree The customer stated he could not make a payment and was
currently looking for work. Agent gave the option of doing
forbearance until July, reviewing repayment options and advised
the customer may be eligible for $0 payments if he is unemployed.
The customer opted to postpone payments until July but the agent
should have immediately began asking pre-qualifying questions
once customer stated he was not working and explored long term
option. Feedback will be provided to the agent and a courtesy call
will be placed to determine if additional assistance is needed.
FSA has no additional comments and accepts the response provided by Navient.
Failed: 1
Reviewed: 834
% Failed: 0.0
Failed: 0
Reviewed: 834
% Failed: 0.0
Failed: 2
Reviewed: 834
% Failed: 0.0
Failed: 178
Reviewed: 834
% Failed: 21.0
Basic Counseling
Failed: 0
Reviewed: 89
% Failed: 0.0
% Failed: 0.0
Failed: 0
Reviewed: 13
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 13
% Failed: 0.0
Failed: 2
Reviewed: 33
% Failed: 6.0
Failed: 0
Reviewed: 6
Reviewed: 3
% Failed: 0.0
Failed: 0
Reviewed: 11
% Failed: 0.0
Failed: 0
Reviewed: 12
% Failed: 0.0
Failed: 0
Reviewed: 7
% Failed: 0.0
Failed: 0
Reviewed: 3
% Failed: 0.0
Failed: 0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
% Failed: 4.0
Failed: 3
Reviewed: 44
% Failed: 7.0
Failed: 3
Reviewed: 4
% Failed: 75.0
How to Apply
Failed: 3
Reviewed: 144
% Failed: 2.0
Deferment
Failed: 0
Reviewed: 5
% Failed: 0.0
Failed: 0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 66
% Failed: 0.0
Negative amortization and capping vs non-capping events
Explained why loan amount is getting larger
Failed: 0
Reviewed: 1
% Failed: 0.0
Explained which payment plan would reduce balance
Failed: 0
Reviewed: 0
% Failed:
% Failed: 0.0
Consolidation
Failed: 1
Reviewed: 6
% Failed: 17.0
Failed: 1
Reviewed: 3
% Failed: 33.0
Failed: 1
Reviewed: 3
% Failed: 33.0
Failed: 1
Reviewed: 7
% Failed: 14.0
Unknown/Misc/Other
Uknown Misc/Other
(b)(4) (b)(6)
• , CSRoffered
~---,-- ..... .,..,.---,-,-.-.,-,.-=--,.,...,---,-,-,----,-----,-'
an unemployment deferment instead of an IDR which would have been more beneficial than a
deferment.
(b)(4) (b)(6)
• ~---:,==::;===;=====:::;=:r:---:-----:--:--:------:---:---:-' Borrower states he
was looking for a job. CSRasked if he wanted a forbearance or look into other options. CSRdid
not do a good job letting borrower know he could qualify for a $0 payment for a year which
would have been more beneficial had the counseling been more detailed.
FSA Review ID Navi Response Navi Comments

(b)(4) (b)(6)
Disagree The customer advised she was temporarily out of work and
requested to postpone payments for 2 months. The agent advised
that if the monthly payment amount of $57.69 was "ok", she could
look at options to postpone until June through forbearance. The
customer responded that she should be back on track by June and
the agent shared that if she still needed help at that time we could
look at other options (extension of postponement or something
more long term). The customer then agreed to the terms and
conditions of forbearance, which includes reference to other
options like IDR. Based on the customer's affirmation that she
would be able resume paying $57.69 in June, we believe this call
was handled appropriately.
Agree We agree the agent should have asked more probing questions
when the customer advised she was disabled to determine if a
referral to Nelnet was appropriate. Feedback will be provided to
the agent and a courtesy call will be placed to the customer to
discuss potential disability.
Disagree At the time of the call, the customer was enrolled in SCRAand
receiving the benefit with no future expiration date (although their
interest rate on all loans was already below 6%). After the date of
this call, we received notification via the monthly DMDC scrub that
he was no longer serving, at which point we shortened the end
date and provided the required 30-day notice, with an effective
end date of 6/19/17. Although regulations require SCRA benefits
to be discussed only when a customer inquiries about a military
deferment, our best practice is to ask that agents always discuss it
with each customer, especially if they do not currently have the
benefit. Due to the servicemember already being enrolled in the
SCRAbenefit at the time of the conversation and considering the
agent did advise how to obtain the benefit in the future, we
believe this call was handled appropriately.
Servicer: Navient
Review Period: 9/22/2017-10/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
-----.-c1-,-.,-s-,-,-"-. ----1 rl--,-,-,-,-%--
(b)(4) (b)(6)
•
~------------------------------~
stated she wanted to discuss available options. Borrower wanted forbearance,
Borrower
she sent in paper
work in March 2017 but it wasn't processed. CSRtold the borrower that Navient didn't send out
paper work; but they do, once requested through their automated system. Borrower had a
problem with going online to get the application or applying online.
(b)(4) (b)(6)
• ~----------------------------~· orrower stated he
was unemployed and wife was working sporadically. CSRdid not qualify borrower for IDR but
offered unemployment deferment.
Review FSAObservation Navi Navi Comments

ID Response
(b)(4) (b)(6) Borrower stated she wanted to Disagree Based on a review of the call, the agent
discuss available options. offered forbearance due to the short-
Borrower wanted forbearance, she term nature of the hardship conveyed
sent in paper work in March 2017 by the customer. The customer advised
but it wasn't processed. CSRtold she had an interview the week following
the borrower that Navient didn't the call and was hopeful she would soon
send out paper work; but they do, be employed. The agent did advise that
once requested through their if she was still unemployed after the
automated system. Borrower had short-term forbearance expired that she
a problem with going online to get could pursue deferment or IDR.
the application or applying online.
Borrower stated he was Agree Per review of the call, we agree that the
unemployed and wife was working agent did not try to make the borrower
sporadically. CSRdid not qualify aware of any IDR options before
borrower for IDR but offered suggesting a deferment. The agent
unemployment deferment. should have reviewed IDR eligibility
since he couldn't make payments.
Feedback will be provided to the agent
and a courtesy call will be made to
ensure the customer is in the best plan
based on his situation.
FSA has reviewed the response provided by Navient and has updated the "Summary" portion to
remove review ID 64138 from the 'Servicing Opportunity Calls' and has updated the 'Overall
Score.' FSAhas no additional comments and accepts the response provided by Navient.
Servicer: Navient
Review Period: 1/17/2018 - 2/14/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 112

• l(b)(4l(bJ{si ; : the borrower returned a call

because one o her references received a letter from Navient. The CSR updated the borrower's
contact information. The borrower stated that she was living in a very difficult state, that she is
poor and her taxes are being garnished. The borrower stated that she is in hardship and
receiving food stamps and government assistance. The CSRoffered the borrower no options for
this loan.
ReviewlD Navi Navi Comments

Response
(b)(4) (b)(6) I
Agree We reviewed this call and agree with the FSA comments. Shortly after
caller validation the customer took control of the call and once her call
flow was interrupted, the agent was not able to regain her flow/call
control. She did not express any empathy or offer to assist the customer
with options on her loans. Based on the customer's demeanor it may not
have been possible to get on a mutual path to resolution, but the agent
should have made attempts to be of more assistance.
Feedback will be provided to the agent.
During the review period, FSAhad an issue with accessing Navient's Citrix Environment to evaluate the
call recordings. Navient advised that FSAwould need to update their Citrix version to ensure that users
would be able to continue to review call recordings. This issue has since been resolved and FSAis
working on getting the versions updated on our machines once IT has completed testing. On February
th
13 , FSAalso was unable to access calls for a portion of the day due to files being compressed and FSA
unable to unzip; however, Navient was able to correct same day.
FSAhas no additional comments and accepts the response provided by Navient.
T/;1s presenla/1on. document nr repnrt arni 1maiyses are provided for /,,ter,,a/.LJse Only and rm,y ,,at be shared outside of Federal
Servicer: Navient
Review Period: 3/14/2018 - 4/16/2018
Final Report Date: S/22/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 477


(b)(4) (b)(6)
• ~-----------------------------~, Borrower trying
to fill out IDR and they're asking for spouses signature who is mentally impaired and they also
did not file taxes together. CSRtold borrower the spouse's electronic signature is needed.
Servicer could allow individual account since borrower did not file with spouse.
• ~~---~-=-~~---~--~---~~~~_,-SR
',(b_l(_41_(b_l_(B_I explained
the new details concerning military deferment and its requirements. CSRasked qualifying
questions for IDR but did not explain the benefits of IDR or deferment. Instead CSRoffered
forbearance and applied 12-month forbearance. That may not have been the best option for
this military borrower.
(b)(4) (b)(6)
•
'--~--~-~-~----~-----~---'
stated he is unemployed and calling to request forbearance. CSRput borrower
Borrower
on forbearance
but did not ask qualifying questions for IDR. IDR or deferment may have been more beneficial.
• l(bl(4l (b)(Bl ICSRcalling to help

bring ahour,ct□ rrer,c. BorrovJer stated she cannot make a payment at this time. Borrower
stated she's making loan payments over $500 monthly and her husband is disabled. CSR
prequalified borrower for IDR. Borrower stated she didn't know if she could make the
prequalified payment amount and CSRtold her she might as well try because she's going to
bring account current. CSRdid not through applying or processing time, recalculation or the
importance of renewal. CSRapplied a temporary forbearance to account to give time for
borrower to apply and application to get processed. CSRdid not go through the qualification of
the PSLFby applying for the IDR.
(b)(4) (b)(6)
• CSRcalled to
e p ring account current. orrower state e cou n t ma ea payment an t ought her
account was on forbearance. CSRapplied a temporary forbearance to account. CSRdid not ask
prequalifying questions for a lower payment and borrower stated she did not know if she could
afford current monthly payment after this forbearance. Counseling given may not have been the
best for this borrower's situation.
4 6
• ',(b-)(~ _1-----~----~~-~~~-----=~-"CSR
1_(_bl_( called to help
bring account current. Borrower stated she could make a payment. CSRprequalified borrower
for a $0 payment under IDR upon application approval. Borrower asked if she could pay online
which CSRtold her she could. Borrower stated she applied for an IDR which CSRconfirmed
receipt .. CSRapplied forbearance although borrower stated she could make a payment.
Borrower stated again aher forbearance was applied that she was going online now to make a
payment. Borrower should have been allowed to pay past due and not have it added to her
principal.
l(b)(4) (b)(6)
• o ,, s .o, I 1.,, .oo.zz.z.o .010, coo, o. c, .ooc., ,cc.zouu) CSRinformed
borrower of delinquency and amount. CSRdid not ask for payment in full. CSRsaid, "if you can't
make a payment we can look into options". Borrower has different payments on different loans.
The consolidated loan is delinquent. CSRdid not suggest consolidating all loans and making one
their circumstances change.
Feedback will be provided to the agent and

a courtesy call will be made to the
customer to ensure the customer needs no
further assistance.
(b)(4) (b)(6)
Borrower stated he is Agree The agent did not follow protocol to
unemployed and calling to provide guidance on !DR/deferment, how
request forbearance. CSRput to apply or the benefits of applying.
borrower on forbearance but
did not ask qualifying Feedback will be provided to the agent and
questions for IDR.IDRor a courtesy call will be made to the
deferment may have been customer to ensure the customer needs no
more beneficial. further assistance.
CSRcalling to help bring Agree The agent should have provided the
account current. Borrower borrower the information on how and
stated she cannot make a where to apply for IDR,along with
payment at this time. timeframes of processing. The borrower
Borrower stated she's making did not mention any prequalification for
loan payments over $500 PSLF.
monthly and her husband is
disabled. CSRprequalified Feedback will be provided to the agent and
borrower for IDR.Borrower a courtesy call will be made to the
stated she didn't know if she customer to ensure the customer needs no
could make the prequalified further assistance.
payment amount and CSR
told her she might as well try
because she's going to bring
account current. CSRdid not
through applying or
processing time, recalculation
or the importance of renewal.
CSRapplied a temporary
forbearance to account to
give time for borrower to
apply and application to get
processed. CSRdid not go
through the qualification of
the PSLFby applying for the
IDR.
(b)(4) (b)(6)
CSRinformed borrower of Disagree The borrower has a mix of Plus and
delinquency and amount. CSR Consolidation loans. The Plus loans are in
did not ask for payment in auto pay and borrower is making regular
full. CSRsaid, "if you can't monthly payments. The agent prequalified
make a payment we can look borrower for Repaye on consolidation
into options". Borrower has loan. If borrower consolidates all 3 loans,
different payments on borrower would only be eligible for ICR.
different loans. The Agent did assume borrower was not able
consolidated loan is to pay when borrower stated he knew the
delinquent. CSRdid not account was near default and asked if he
suggest consolidating all could get it reset. Agent then asked "so
loans and making one you can't make payments on it, is that
payment. Consolidated loan correct?"
was prequalified for $0
payment on that "one loan"
and borrower is making
payments on other loans.
Forbearance was applied to
that loan.
CSRcalling to help bring Agree The agent did not follow protocol or
account current. Borrower provide any guidance on IDR,how to apply
can't not afford past due or the benefits of applying.
amount or monthly amount.
CSRsending IDRplan and Feedback will be provided to the agent and
applied a temporary a courtesy call will be made to the
forbearance to account. CSR customer to ensure the customer needs no
gave no guidance on the IDR, further assistance.
how to apply or its benefits.
The borrower stated that she Disagree The agent prequalified the borrower for
was unemployed and IDRwhich made them eligible for an
believed that she was not administrative forbearance {FORN)which
supposed to start making does not require the borrower to verbally
payments yet. The CSRasked agree with a "yes" to the interest speak.
the qualifying questions for The borrower did interrupt the agent
IDRqualifying the borrower during the interest speak, but then the
for $0 payments. The CSR agent finished after.
placed forbearance on the
account and did not ask the
borrower if it was ok. The CSR
starting reading the
forbearance script but was
interrupted and never
completed it or received a
'yes' from borrower.
payment. Consolidated loan was prequalified for $0 payment on that "one loan" and borrower is
making payments on other loans. Forbearance was applied to that loan.
(b)(4) (b)(6)
• ';----c=====;;::::=:r--:----::---:---:------~, CSRcalling to help
bring account current. Borrower can't not afford past due amount or monthly amount. CSR
sending IDR plan and applied a temporary forbearance to account. CSRgave no guidance on the
IDR, how to apply or its benefits.
• rl( 4l (b)(Bl ~he borrower stated that she was

011e111p1oyea a11u oe11e0eu c11at s11e voas 11oc suppose □ to srn1i: making payments yet. The CSR
asked the qualifying questions for IDR qualifying the borrower for $0 payments. The CSRplaced
forbearance on the account and did not ask the borrower if it was ok. The CSRstarting reading
the forbearance script but was interrupted and never completed it or received a 'yes' from
borrower.
ReviewlD FSAComments Navi Navi Comments

Response
(b)(4) (b)(6) Borrower trying to fill out IDR Agree The agent should have advised that if the
and they're asking for borrower filed separate and the spouse
spouses signature who is was in/out of the hospital and there was
mentally impaired and they no access to income the spouse would not
also did not file taxes be required to sign the application. Also
together. CSRtold borrower the agent should have asked more fact
the spouse's electronic finding questions when the caller stated
signature is needed. Servicer that he has mental issues and would not
could allow individual know what he was signing if she was POA
account since borrower did for the spouse.
not file with spouse.
Feedback will be provided to the agent and
a courtesy call will be made to the
customer to ensure the customer needs no
further assistance.
CSRexplained the new details Agree The agent properly modeled IDRoptions,
concerning military but did not give the estimated payment
deferment and its amount to the customer. While the
requirements. CSRasked customer expressed an interest in
qualifying questions for IDR postponing payments, the agent should
but did not explain the have discussed the advantage of an IDR
benefits of IDRor deferment. plan, especially PSLF,since the borrower is
Instead CSRoffered in the military. Additionally, anytime we
forbearance and applied 12- discuss forbearance, we need to educate
month forbearance. That may the customer on capitalized interest.
not have been the best Finally, while customers can do up to 12
option for this military months of voluntary forbearance time at
borrower. once, we should really encourage shorter
periods (e.g. 3 to 6 months) in the event
(b)(4) (b)(6) CSRcalled to help bring Agree The agent did not follow protocol to probe
account current. Borrower or try to prequalify the borrower into a
stated he couldn't make a lower payment.
payment and thought her
account was on forbearance. Feedback will be provided to the agent and
CSRapplied a temporary a courtesy call will be made to the
forbearance to account. CSR customer to ensure the customer needs no
did not ask prequalifying further assistance.
questions for a lower
payment and borrower
stated she did not know if she
could afford current monthly
payment after this
forbearance. Counseling
given may not have been the
best for this borrower's
situation.
CSRcalled to help bring Agree The agent should have provided the
account current. Borrower borrower with the option to pay by phone
stated she could make a as it is a better option over forbearance.
payment. CSRprequalified
borrower for a $0 payment Feedback will be provided to the agent and
under IDRupon application a courtesy call will be made to the
approval. Borrower asked if customer to ensure the customer needs no
she could pay online which further assistance.
CSRtold her she could.
Borrower stated she applied
for an IDRwhich CSR
confirmed receipt .. CSR
applied forbearance although
borrower stated she could
make a payment. Borrower
stated again after
forbearance was applied that
she was going online now to
make a payment. Borrower
should have been allowed to
pay past due and not have it
added to her principal.
FSA agrees to remove review ID's 84775 and 85390 based on the response provided by Navient.
FSA has updated the 'Summary' portion of the report to reflect the change and the overall
score has been updated. FSA has no additional comments and accepts the responses provided
by Navient.
S!uden! Aid w1//10urthe permission of FSA Operations Services This presenld/1011.documenl reporl or ,1na/ys1swds creared ro aid //JC
,nlrmn the cre1</10"of future Depar!me"t a,,d FSA poiic1es.
Servicer: Navient
Review Period: 2/lS/2018 - 3/13/2018
Final Report Date: 4/2S/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 373

Actual Score: 100%
(b)(4) (b)(6)
• Borrower
'-;;,e~q~u~e~s~t~e""'a"'e""e~r~m~e~n~t~a~s7t'"'e""o~r~ro~w""e~r~w~a~s~u~n~e~m""'p~o~y7.eSrl,-,.~e"7""'-;;;-;;;-
IDR questions to put the borrower on a more beneficial option.
(b)(4) (b)(6)
• ~...,..---,,.,.,,--,-,--,----,----,,----,--,---,----,----.,----,,,------,-,---,--,-~csR gave
option of IDR and Student Loan Debt Burden forbearance but did not explain to the borrower
the differences or benefits of IDR, interest being paid or that an IDR is a repayment plan and
forbearance is not.
(b)(4) (b)(6)
• CSRcalling to
~h-e~lp--,-b~ri_n_g_a_c_co_u_nt,-cu-,-,-.-n-,.~B~o-,-,-o-w-e-,-,-,a-,-.-d~i-n_c_o_m_e_w_a_s_lo_s_t_i_n_t~h-e_f_a
not question
whose income or ask qualifying questions for IDR plan.
4_1
L(b_1_1 5_1________________________
l_b1_1 __,csR called to
•
help bring account current. CSRqualified borrower and offered deferment but not an IDR. CSR
told borrower he needs to apply forbearance for him to bring account current. CSRdid not ask
the borrower if he wanted forbearance.
ReviewlD FSA Comments Navi Navi Comments

Response
82240 Borrower requested a deferment as Pending FSA The agent name/FSA comments do
the borrower was unemployed. The Review not match the contents of the call.
CSRmay have asked qualifying IDR This call ID was handled by Nicole
questions to put the borrower on a Simpson, who spoke to a customer
more beneficial option. who was re-enrolled in school but
was receiving bills. Can you please
clarify if the recording or the
comments are incorrect?
(b)(4) (b)(6)
CSRgave option of IDR and Student Disagree The customer called because she was
Loan Debt Burden forbearance but unemployed but was not receiving
did not explain to the borrower the unemployment benefits and needed
differences or benefits of IDR, deferment. The agent asked if the
interest being paid or that an IDR is a payment was otherwise affordable
repayment plan and forbearance is when she was working or if she
not. wanted to look at a lower payment
plan. Although the customer
responded that she was making it
work because she did not want to pay
more in the long run, the agent did
proceed to ask the qualifying
questions and advised the customer
that she could either do a $0.00 IDR
plan or go with Student Loan Debt
Forbearance to temporarily postpone
payment for up to 12 months. The
customer preferred the second
option for a period of 6 months. She
shared she had a job prospect but
knew she wouldn't have a pay check
for a while and wanted to take care
of her loans during that short-term
period.
(b)(4) (b)(6) CSRcalling to help bring account Disagree The customer was called due to a
current. Borrower stated income delinquency on the account. When
was lost in the family. CSRdid not advised ofthe delinquency (27 days),
question whose income or ask the customer said he could not make
qualifying questions for IDR plan. a payment until his next pay check
and cited loss of income as a reason
for the delinquency. The agent
advised of forbearance to cover the
delinquency to allow the customer to
resume making regularly scheduled
monthly payments as the customer
only indicated they could not make a
double payment and did not indicate
the payment amount itself was
unaffordable.
The customer has a standalone PLUS

loan and a PLUSconsolidation loan
(disbursed in 08/2005) and was not
eligible for any IDR plans.
(b)(4) (b)(6) I CSRcalled to help bring account Disagree The customer was called due to a
current. CSRqualified borrower and delinquency (51 days) on the account
offered deferment but not an IDR. and advised the agent that he would
CSRtold borrower he needs to apply be returning to school full-time in
forbearance for him to bring account June, 2018. The agent did ask
current. CSRdid not ask the qualifying questions and advised the
borrower if he wanted forbearance. customer he may be eligible for
Hardship deferment. IDR was not
discussed due to the pending return
to school, as a school deferment
would have interrupted the interest
subsidy period.
The customer did not apply for

deferment but is current with a next
payment due date in May, 2018.
FSA agrees to remove review IDs 82309, 82395, and 82417 from the overall "Servicing
Opportunity Calls," based on Navient's responses. Furthermore, FSA will remove the review ID
82240, added in error due to a computer issue that was presented by the monitor. FSA has no
additional comments.
Student l11dwithout the permission of FS/1-0perat/ons Ser'11ces. This present.won document. report or analysis was created to aid tl1e
inform tl1e creation of future Department and FSl1 policies
Servicer: Navient
Review Period: 8/17/2017-9/21/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-,-,-%-~
• l(bl( 4l (b)(B)
I I
IRorrower stated
her payment 1sdue and she Just graduated and needed them delayed. Borrower then stated
when she has to pay she will need to lower the payment. CSRput her on forbearance instead of
having borrower complete IDR now. Borrower did not give the best solution for the borrower's
issue.
• b 4 b 6 CSRtold borrower
she could only do forbearance for 3-months, but borrower could apply online for a longer term
of 6-months. CSRdid not give a reason why she couldn't apply the longer than 3 months
forbearance with her (CSR).
(b)(4) (b)(6)
•
~------------------------~~---~ Borrower
needed balance and counseling on the different payment plans. CSRcounseled appropriately.
CSRinformed borrower he was on unemployment deferment. CSRdid not inform the borrower
that an IDR maybe more beneficial or ask qualifying questions.
Review Navi Navi Comments

ID Response
(b)(4) (b)(6) Disagree This call was escalated by the FSAmonitors and sent to Navient for
review on 09/29/17. We did not agree with observation. The agent
collect the information needed to model lower payments and
provided an estimated payment amount. The customer was not
interested in lowering her payment, she only wanted to postpone.
The agent provided the appropriate information but ultimately
deferred to the customer preference to postpone.
(b)(4) (b)(6)
Agree This call was escalated by the FSAmonitors and sent to Navient for
review on 09/29/17. We agreed with the observation; the agent did
not handle this call correctly. While we do encourage our agents to
start with smaller increments of forbearance when that is the only
option available (to deter excessive or unnecessary use of
forbearance), in situations like this agent should have processed for
6-months rather than have the customer apply on line in order to
provide one stop shopping and a better customer experience.
Feedback was provided to the agent.
(b)(4) (b) I
Disagree This customer called with questions on his total outstanding balance
and was confused with navigating his online account. He gave no
indication he needed additional or extended payment relief. In this
scenario, the agent did not see a reason to enter into a discussion
about IDR as an inability to make payments was not the reason for
the call.
FSA has reviewed Navient's response and agrees to remove Review ID's 61205 and 62382 from the
'Servicing Opportunity Calls' total. This has been updated to reflect 1 call instead of 3, as well as the
"Actual Score." FSA has no additional comments and accepts the response provided by Navient.
S!udent Aid w1//10urthe permission of FSA Operations Services This presenrd/1on. doeumenl. report or w1a/ys1s was crearcd lo did 1/w
inform rhc ercd/!On of future Dcpar1menr and FSA po/1c1es
Servicer: Navient
Review Period: 7/24/2017 - 8/16/2017
OBJECTIVE
METHODOLOGY
• Monitors review for compliance with Title IVregulations under 34 CFR685 and 34 CFR682, the
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl===,,=,===:
-----.-c1-,-.,-s-,-,-"-. ----1 rl--,-,-3-,-%--
(b)(4) (b)(6)
• 57242~-----------------------------~ Borrower
called to request loan forgiveness because she's not working. Borrower was very confused and
·~
Review
(b)(4) (b)(6)
Navi
Response
Agree
Navi Comments
This call was escalated by the FSAmonitors and sent to Navient for review and response
on 08/29/2017. We agreed with the observation and advised that subsequent to this
call the customer received IDR counseling and successfully enrolled in IDR with a $0
payment amount.
This agent is no longer employed in the Servicing Call Center.
Agree We agree that the agent should have explored IDR options prior to recommending
unemployment deferment. A courtesy call attempt will be made to ensure the
customer is in the plan best suited for his circumstances.
This agent is no longer employed with Navient.
Agree We agree that this call was not handled appropriately or in accordance with our
guidelines. Feedback and coaching will be provided to the agent and a courtesy call
attempt will be made to ensure the customer is in the plan best suited for his
circumstances.
Agree This call was escalated by the FSAmonitors and sent to Navient for review and response
on 08/29/2017. We agreed with the observations and called the customer back to
provide additional assistance. He successfully completed the IDR enrollment process on
10/23/17 and has a $0 payment amount through 09/24/2018.
Agree This call was escalated by the FSAmonitors and sent to Navient for review and response
on 08/29/17. We agreed with the observations and advised that subsequent to this call
the customer received IDR counseling and successfully enrolled in July with a $0
payment amount.
Agree We agree that the agent did not handle the call with an appropriate tone and should not
have been speaking over the borrower.
Agree We agree that the agent did not make the borrower aware of any IDR options before
suggesting a deferment. The agent should have reviewed IDR eligibility since he couldn't
make payments. Feedback will be provided to the agent and a courtesy call attempt will
be made to ensure the customer is in the plan best suited for his circumstances.
CSRtold her she was on forbearance. CSRdid not ask qualifying questions for IDR which would
have fallen under the loan forgiveness which borrower asked about as well as qualified
borrower for $0 payment since she wasn't working. CSRdid not provide the best option for the
borrower.
(b)(4) (b)(6)
•
'-,-------------~~-------------~ CSRcalled to help
borrower bring account current. CSRsuggested an unemployment deferment instead of an IDR
which may have been more beneficial for this borrower.
•
_____________________________
...,_
(b)(4) (b)(6) ~
CSRcalled to
help bring borrower's account current. CSRdid not offer to help borrower with lowering
payment. Informed him he can go online. Borrower states he was working and going to school.
CSRdid not ask qualifying questions for IDR or deferment.
(b)(4) (b)(6)
• Borrower
calling because he can't make payments and wife isn't working and having a lot of financial
issues. CSRinformed him she can put him on a courtesy hold then he can call back. An IDR may
have been a better option since borrower stated his wife wasn't working and has children.
(b)(4) (b)(6)
• Borrower
Ls
7ta~t~e-s-s
7h-e~h_a_s~l-o_a_n_s_d~u-e~b-u~t~j~u-st,-g-,a-d~u-a~,-e~d-.~C~S~R~e-x-p~la-i~n-e~d~t
7h-a
7t_s_o_m_e--,-lo_a_n_s_a_r_e~i-n-g-ra~ceand
others have used their grace period. CSRqualified borrower for a deferment since she doesn't
have a job. Borrower may have benefited more with an IDR instead of a deferment.
• ____________________________
...,_
(b)(4) (b)(6) ~
CSRcalled to help
borrower bring their account current. Borrower states she's already filled out the application
over the phone with CSR. CSRinformed her she has to complete a paper application. CSRwas
rude, talking over borrower with a very negative tone .. the borrower hung up.
4 6
• L(b_ll_
1_1_bl_l
_1-----------------------~SR called to help
borrower bring their account current. Borrower is not working and trying to get a job. CSR
offered forbearance and unemployment deferment but not an IDR which may have been more
beneficial for borrower.
Servicer: Navient
Review Period: 4/17/2018 - 5/10/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 164

(b)(4) (b)(6)
• '------------------------------'' CSRgave account
status and asked if a payment could be made and whether monthly payments were affordable.
Borrower asked if payments could be lower but no payment could be made at time of call. CSR
offered auto debit and gave the benefits of auto debit. CSRalso applied a forbearance to
account. CSRdid not address lowering payment even when borrower stated he wasn't working
and should be starting work in May2018. The borrower may have qualified for a $0 IDR since he
is not working at the time of this counseling session and CSRdid not ask the qualifying
questions.
ReviewlD FSA Comments Navi Navi Comments

Response
(b)(4) (b)(6)
CSRgave account status and Agree The customer indicated that he could not
asked if a payment could be make payment until May and needed
made and whether monthly forbearance because he was out of work
payments were affordable. and could not bring the account current.
Borrower asked if payments The agent did ask if the current payment
could be lower but no was affordable and the customer responded
payment could be made at that it would nice if it could be lowered. At
time of call. CSRoffered auto that point, the agent noticed the customer
debit and gave the benefits of was already on a repayment option
auto debit. CSRalso applied a (graduated repay) and pitched AutoPay to
forbearance to account. CSR save money on the interest accrual. Since
did not address lowering the customer clearly indicated he worked in
payment even when borrower public service and that a lower payment
stated he wasn't working and might be helpful, probing questions should
should be starting work in have been asked to determine eligibility for
May2018. The borrower may IDR. In addition, the agent should have
have qualified for a $0 IDR provided more information on the general
since he is not working at the eligibility requirements for PSLF.
time of this counseling
session and CSRdid not ask This agent is no longer employed with
the qualifying questions. Navient, but a courtesy call will be made to
the customer to ensure the customer needs
no further assistance.
Student Aid w1/!,out the pemJJssion of FSA-Operations Services This prese,,tat1on. document. reporl or a()i,/ys1s was created to a,d the
Servicer: Navient
Review Period: 12/19/2017 - 1/16/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 209

Actual Score: 100%
There were no servicing opportunity calls for November 2017.
We are thrilled with the results of this review and have no further comments.
Great job, Navient! FSA has no additional comments.
T/11sprcscnW/1on. document or rcpor/ dlld analyses arc provided /or inrcmdi Use Only drld may nor be s/1.1rcd ours1dc o/ Federal
Student l11d without the permission of FS/l-Opera//011s Ser'11ces. This present,1/lon document. report or a11aiys1swas created to aid tl1e
Depart,,.,ent of Education comply with 1/s leqai ob11qat1onto collect federal student loan debt. These work products ,,.,ay also be used to
inform 1/w crca/1011o/ !ururc Dcpar!mcn/ and FSA polic1cs.
Servicer: Navient
Review Period: 11/17/2017 - 12/18/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 642

41 61
• L(b_l(_ _ ----------------------~The
_(b_l_( borrower is
currently delinquent on their student loan account by 22 days. The borrower stated that he
called back in July and he thought he was on a deferment. The borrower came back into
repayment on September 18th. The borrower has two loans on an in school deferment. The
agent provided the borrower with a forbearance as well to bring the account current.
(b)(4) (b)(6)
• ~=:::1::;:::::::;::::::;::;:;:::::::::::,;:--;::;;;--=:-=:;--;;::::-::--:::::::::;-;:--:=-;::::-:;--::::;=::::~-;:;;
wante to exten
Borrower
e erment. CSRasked if she wanted it pushed out past 11/28 at which time
borrower stated the one came out 10/28. CSRdid not clear up the confusion even after
borrower stated the funds are in the account and will bounce. CSRonly applied the forbearance
until 3/28.
• l(bl( 4 l (b)(B) ~he borrower stated that she is

unemployed and asked 1fshe could defer account until she begins to work. The borrower had
sometime left on her unemployment deferment that was offered by the CSR,but may have
benefitted from an IDR plan if qualifying questions were reviewed.
• 1(bJ(4 l (bJ(Bl lcsR checked

military database tor borrowers deployment, which wasn t updated, so gave borrower email to
send in orders so SCRAcould be applied to account. CSRoffered military deferment and
forbearance but did not ask qualifying questions for IDR which may have been more beneficial.
ReviewlD FSAComments Navi Navi Comments

Response
(b)(4) (b)(6) I The borrower is currently delinquent on their N/A
student loan account by 22 days. The borrower
stated that he called back in July and he thought
he was on a deferment. The borrower came back
into repayment on September 18th. The
borrower has two loans on an in-school
deferment. The agent provided the borrower
with a forbearance as well to bring the account
current.
(b)(4) (b)(6) I Borrower wanted to extend deferment. CSR Agree We reviewed this account and
asked if she wanted it pushed out past 11/28 at agree the agent could have
which time borrower stated the one came out provided clearer direction
10/28. CSRdid not clear up the confusion even regarding the returned item and
after borrower stated the funds are in the the reason why the payment was
account and will bounce. CSRonly applied the extracted earlier than anticipated.
forbearance until 3/28. The customer left the call without
understanding why the payment
was extracted.
Based on a review of the account,

the payment in question had not
been returned by the bank at the
time of the call and it never was
returned. The agent should have
''"""""'
(6) I CSRcheckedmilitary database for borrower's Disagree We reviewed the call and at
deployment, which wasn't updated, so gave approximatelythe 3:41 mark the
borrower email to send in orders so SCRAcould agent did mention IDR and at 4:11
be applied to account. CSRoffered military started asking questions to
deferment and forbearancebut did not ask determine the customer's best
qualifying questionsfor IDR which may have been option. The customer did state
more beneficial that she may return to school at
least half time, so the agent
pursued military deferment vs.
IDR as any school status would
interrupt the subsidy.
The customer is currently in a

Military deferment and not due
for payment.
After review of the responses provided by Navient, FSA agrees to remove review ID 74751 from
the overall Servicing Opportunity Calls. Additionally, review ID 72309 was added to the report
in error and was not a Servicing Opportunity Call as it scored 100%. The Summary section has
been updated to reflect the changes. FSA has no additional comments.
Student ;11dwithout the permission of FSl1-0perat/ons Ser'11ces. This present,1/lon document. report or analysis was created to aid tl1e
advised the customer of this and

counseled her on how to proceed
if the payment was returned
versus applying forbearance
immediately. The agent did ask if
the customer would be able to
afford the payment once the
forbearance ended and based on
the customer's response of "I
should" did not believe longer
term assistance was needed.
Given the fact that forbearance
had just been used, the agent
should have mentioned IDRas an
option if her situation changed in
March.
We will be performing courtesy

outreach to the customer to
confirm that she does not need
further assistance with the
account and providing feedback to
the agent as well.
(b)(4) (b)(6) The borrower stated that she is unemployed and Agree We reviewed the call and agree
asked if she could defer account until she begins that the agent should have
to work. The borrower had sometime left on her confirmed that the customer
unemployment deferment that was offered by could afford her payment while
the CSR,but may have benefitted from an IDR she was working and asked other
plan if qualifying questions were reviewed. probing questions to determine if
IDRwas a better option.
The customer did not enter

unemployment deferment and is
making regularly scheduled
payments, but we will make a
courtesy call to ensure no further
assistance is needed.
Servicer: Navient
Review Period: 10/17/2017 - 11/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-,-,-%-~
• 69569 (bl(4l (b)(B) , The borrower is

current y e inquent on t eir stu ent oan account. T e orrower state t at she was at work
Review ID FSAObservation Navi Navi Comments

Response
(b)(4) (b)(6)
The borrower is currently Disagree Based on a review of the call, the customer
delinquent on their student loan indicated that she was at work and unable to
account. The borrower stated that discuss/resolve the delinquency. The agent
she was at work and would like for appropriately identified us as Navient and
the agent to call her back. The provided the customer hours of operation so
agent gave the borrower the hours she could call back at her convenience. The
of operation. No resolution was customer did not give an opportunity to
(b)(4) (b)(6) made on this call. move the call toward resolution.
CSRcalling to help bring account Agree Based on a review of the call, the agent did
current. Borrower states his parents counsel the borrower on his grace period but
make the payments and will call failed to probe around his loans being in a
back after speaking with them. CSR deferment. Enrollment information was
gave counseling on grace period but received in October and all loans are
did not answer borrower's postponed on the account. Coaching will be
questions concerning deferment. provided to the agent to ensure she
addresses all borrower questions and
concerns.
Borrower called to postpone Disagree Based on a review of the call, the agent did
payments. CSRinformed her that a advise the customer that the unemployment
deferment was applied to her deferment she submitted was applied and no
account but IDR needs to be payments were due. She also did advise the
renewed by 2018 when deferment customer that she was currently in IDR and
ends. Although borrower was on explained that the payment increased
deferment until 2018 she may have because in that program it was necessary to
benefited more from an IDR since it renew every 12-months. The agent advised
would entitle her to loan the customer that she would send an email
forgiveness. with the link to apply online.
Borrower needed to postpone Disagree Based on a review of the call, at the 3:00
payments. Borrower stated she was minute mark the agent did mention IDR and
on a fixed income. CSRdid not ask specifically advised there were plans
qualifying questions for IDR, instead available based on family size and income,
she offered a graduated plan and but the customer advised that the last time
placed forbearance on account we spoke with her she determined those
where next payment is due plans didn't work and expressed interest in
Jan2018. Borrower may have the graduated plan. Based on the customer's
qualified for even a lower payment disinterest in pursuing this plan, the agent did
plan with IDR and allowed borrower not pose the qualifying questions.
to pay a higher amount if she
wished. This agent is no longer employed in the
borrower call center.
and would like for the agent to call her back. The agent gave the borrower the hours of
operation. No resolution was made on this call.
4 6
• L(b-:')(':
1-'(b-:-)("
1======::::;==r---r-----r-r------', CSRcalling to
help bring account current. Borrower states his parents make the payments and will call back
after speaking with them. CSRgave counseling on grace period but did not answer borrower's
questions concerning deferment.
(b)(4) (b)(6)
• ~--,c===========•:-:-:---:-:---------::--::-:-• Borrower cal led
to postpone payments. CSRinformed her that a deferment was applied to her account but IDR
needs to be renewed by 2018 when deferment ends. Although borrower was on deferment until
2018 she may have benefited more from an IDR since it would entitle her to loan forgiveness.
(b)(4) (b)(6)
• Borrower needed
~,~o-p~o~s't=po=ne=p=a=y=m=e=n~,=,=_
B~o=,,=o=wre~r~s~t~at~e~d~sh-:-e:-w~a~,-o~n:-a~f~,x~e~d~i~n-:-co-:-m:-e-_~C~S~R-d~i~d•
ask qualifying
questions for IDR, instead she offered a graduated plan and placed forbearance on account
where next payment is due Jan2018. Borrower may have qualified for even a lower payment
plan with IDR and allowed borrower to pay a higher amount if she wished.
FSA has reviewed the responses provided by Navient and agrees to remove Review ID's 69569,
70194 and 70224 from the 'Servicing Opportunity Calls' in the "Summary" section above. The
'Actual Score' has been adjusted accordingly. FSA has no additional comments and accepts the
response provided by Navient.
Servicer: Navient
Review Period: S/11/2018- 6/15/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 256

(b)(4) (b)(6)
•
Borrower wanted to extend forbearance. CSRtold borrower he didn't know what or how to
report income in her scenario. Borrower stated they haven't donetaxes yet and in the past she's
written a letter. CSRapplied forbearance. CSRwas not able to supply proper guidance on what
supporting income documents are needed for IDR. Borrower stated she was a teacher and
wanted to know about payments towards PSLF.There was no counseling on the TLFprogram.
• (b)(4l (b)(6J , Borrower
wante to ower mont y amount. in orme orrower I s es ma mg more monthly her IDR
would go up. CSRoffered student loan debt forbearance. CSRsent the form(s) via email and
instructed borrower on how to return the information needed. CSRdid not give delinquency
amount or asked for a payment. The account was not known to be past due until the ending of
the call when CSRoffered a temporary forbearance to help bring account current and put on
hold to give time for forms to be sent back.
(b)(4) (b)(6)
•
Borro e and requested some information but him and/or mortgage
company didn't get the information and requesting it gets resent. CSRasked if he would be
present when the documentation is being sent out and if not it could not be faxed. Faxes are put
in a queue so the CSRor borrower has no way of knowing when it would be sent. The CSR
refusal to send the fax because borrower was not going to be at the school did not seem
justifiable for refusing to resend fax.
(b)(4) (b)(6)
•
Based on our review of the call, we agree. The agent should have given clear guidance on how to
reapply for IDRwhen spouse is self-employed and also offered more information about
occupation related forgiveness programs.
(b)(4) (b)(6)
• '::;::;:;:i;;;;;;;;;;;::::;;;;;=:;;;:;;;;:r::;-;:::;:-;::::;::;:;-;-;:-::::;;;:;:;;-;:;:;;:;:::;:;--::;-;;::;~:;;::;:'.,:e agree
with the in ings. e agen as been coached to notify all borrowers of their delinquency at the
onset of the call and to ensure they are requesting payments.
• l(b)(4) (b)(6)
I I
This call l
was previously escalated to l\lavient for clarification on our fax policy. The agent conveyed this
information to the customer based on an outdated process that was still reflected on our
internal procedures. At one time, agents did have the ability to fax certain system letters from
their desktops and a best practice was to ensure the customer was at the fax machine to receive
the information and protect their NPI. This guidance is the reason why the agent responded in
the manner she did. We have since updated our documents to clarify our process.
FSAhas no additional comments and accepts the responses provided by Navient.
S!uden! Aid w1//10urthe permission of FSA Operations Services This presenld/1011. documenl reporl or ,1na/ys1s wds creared ro aid //JC
Depar/1T?en/of Education comply w1/l1 1/s 1eqal ob11qat1onto collect federal student loan debt. These work products 1T?ayalso be used to
Navient Phone Call Review- May 2018
Servicer: Navient
Review Period: 6/18/2018 - 7/17/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 350
4 6
• .._(b,-1(_=1==~---,-,-,--,--------,--:---:------:'.
1-,(b~)(= The CSRinformed the borrower
that her account was 104 days past due for the amount of $959.52 and placed her account on
a 1 year forbearance. I am failing this call because the CSRdidn't provide the borrower with
any other repayment plans.
(b)(4) (b)(6)
• '-:-----,------,---,------,----,----,-----~ The CSRcalled to inform the borrower
that the account is 144 days past due in the amount of $593.55. The CSRplaced the borrower
on hold to search the account and the call dropped.
(b)(4) (b)(6)
• ~------------~---------~------•CSR explained
that the loan she has doesn't qualify to and IDR plan. CSR offered a student loan debt burden
forbearance since borrower indicated that she doesn't work. CSRdid not inform borrower she
could consolidate her loan and then it could qualify for an ICR.
(b)(4)(b)(6)
•
CSRcalled to help bring account current and provided delinquency amount. Borrower is
unemployed and CSRtold borrower he could get her payments down to $6 but put borrower
on a graduated plan. CSRshould ask the qualifying questions for IDRwhich would have been a
$0 payment and borrower could make. CSRthen talked borrower into an auto debit plan.
(b)(4)(b)(6)
• ':--,,--------,-,-=,-,-,---,-,----,---,------::,:---:'CSR called to help
bring account current. CSRinformed borrower she needs to renew IDRplan. Borrower asked
for a forbearance. Borrower is not working. CSRinstructed borrower that once she's back at
work to call back and go over account. CSRdid not ask qualifying questions to get borrower on
an IDR$0 monthly payment. Borrower could have been told that she could get back on the IDR
based on her income or the lack thereof.
(b)(4)(b)(6)
• ~---~~--------------~-~ Based on our review, the agent did
not provide the appropriate repayment options to the customer. We attempted to contact the
customer to go over her options in detail, however, the customer did not answer and did not
have a working voicemail to leave a message. We sent another repayment options letter and
made 3 attempts to contact. This agent is no longer employed with Navient.
• (bl(4l (bl(6l his call was previously reviewed after

being escalated from a monitor. Based on our review of this call, we determined the borrower
disconnected the interaction.
•
l~b~~:~:(~ltrle
rnsm111e1r1as rn1ett PIUSc0r1s011oaceotoa11s arm01□ 11ot11avea1il~~s:i~i~~a~ur
outside loans that could be used to allow further consolidation. The agent was correct in
offering the Student Loan Debt Burden Forbearance, as this was the only available option for
the circumstances the customer needed, since they are not eligible for ICR.
(b)(4) (b)(6)
•
Based on our review, while the borrower may have qualified for a $0.00 payment amount due
to her lack of income, an IDR plan would not have been the best option for her due to the low
balance of the loan (~1200). The agent did explore other options and when the customer
advised she could afford $7/month, the account was considered successfully resolved. In
addition, the customer signed up for auto pay while on the phone and is successfully paying
each month.
(b)(4) (b)(6)
• ',,----,------,,,--,,----,-,---,------,------,-,-,-,,.-~
Based on our review,
the customer specifically requested forbearance "paperwork" after the agent asked for
payment. The agent attempted to redirect the borrower back towards reapplying for her $0.00
PAYEbut borrower again stated she would rather do forbearance and that she wished to wait
until after she got back to work. Again, she requested forbearance paperwork. At that point, the
agent obliged and followed the borrower's wishes and offered to do a verbal forbearance to
bring the loans current. The agent then attempted to qualify the borrower for a deferment to
avoid using forbearance, but the borrower avoided the line of questions needed to properly
prequalify. The agent sent an application for recertification of IDR and advised to get back in
touch with us. Also, it is important to note that verbal forbearance would have been required
regardless due to the lapse in PAYEcertification. IDR information was sent to the customer, but
it has not been returned.
Student Aid without the pe,mission of FSA•Operat1ons Services. This presentation, document, report or analysis was created to aid the
Department of EducAt1on r-omply with 1/s legAI obilgAt1on to roller,/ federal student loan deht These work products may also he used to
mlorm //JC creation of future Department cJfldFSA po/1c1u
Navient Phone Call Review- May 2018
Servicer: Navient
Review Period: 6/18/2018 - 7/17/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 350
-~- Base~ on our review, while rnJborrower may have qualified for a $0.00 payment amount due
I
to her lack of income, an IDRplan would not have been the best option for her due to the low
balance of the loan (~1200). The agent did explore other options and when the customer
advised she could afford $7/month, the account was considered successfully resolved. In
addition, the customer signed up for auto pay while on the phone and is successfully paying
each month.
(b)(4) (b)(6)
• ~-~=========~-----------------~ Based on our review,
the customer specifically requested forbearance "paperwork" after the agent asked for
payment. The agent attempted to redirect the borrower back towards reapplying for her $0.00
PAYEbut borrower again stated she would rather do forbearance and that she wished to wait
until after she got back to work. Again, she requested forbearance paperwork. At that point, the
agent obliged and followed the borrower's wishes and offered to do a verbal forbearance to
bring the loans current. The agent then attempted to qualify the borrower for a deferment to
avoid using forbearance, but the borrower avoided the line of questions needed to properly
prequalify. The agent sent an application for recertification of IDR and advised to get back in
touch with us. Also, it is important to note that verbal forbearance would have been required
regardless due to the lapse in PAYEcertification. IDR information was sent to the customer, but
it has not been returned.
Student Aid without the pe,mission of FSA•Operat1ons Services. This presentation, document, report or analysis was created to aid the
Department of EducAt1on r-omply with 1/s legAI obilgAt1on to roller,/ federal student loan deht These work products may also he used to
mlorm //JC creation of future Department cJfldFSA po/1c1u
(b)(4) (b)(6)
• ~---,-------,----,--,----~
The CSRinformed the borrower
that her account was 104 days past due for the amount of $959.52 and placed her account on
a 1 year forbearance. I am failing this call because the CSRdidn't provide the borrower with
any other repayment plans.
•
4_1
(b_l(_ 5_1________________
(_bl-( ~The CSRcalled to inform the borrower
0
that the account is 144 days past due in the amount of $593.55. The CSRplaced the borrower
on hold to search the account and the call dropped.
(b)(4) (b)(6)
• ~--------------------------~CSR explained
that the loan she has doesn't qualify to and IDR plan. CSR offered a student loan debt burden
forbearance since borrower indicated that she doesn't work. CSRdid not inform borrower she
could consolidate her loan and then it could qualify for an ICR.
(b)(4)(b)(6)
•
CSRcalled to help bring account current and provided delinquency amount. Borrower is
unemployed and CSRtold borrower he could get her payments down to $6 but put borrower
on a graduated plan. CSRshould ask the qualifying questions for IDR which would have been a
$0 payment and borrower could make. CSRthen talked borrower into an auto debit plan.
4 6
• (b_l(_
0 1_(_bl_(
_1----------------------~' CSRcalled to help
bring account current. CSRinformed borrower she needs to renew IDR plan. Borrower asked
for a forbearance. Borrower is not working. CSRinstructed borrower that once she's back at
work to call back and go over account. CSRdid not ask qualifying questions to get borrower on
an IDR $0 monthly payment. Borrower could have been told that she could get back on the IDR
based on her income or the lack thereof.
4_1_(b.l(_
(b_l_( 51____________________ ~ased on our review, the agent did
• 0
not provide the appropriate repayment options to the customer. We attempted to contact the
customer to go over her options in detail, however, the customer did not answer and did not
have a working voicemail to leave a message. We sent another repayment options letter and
made 3 attempts to contact. This agent is no longer employed with Navient.
4 5
• 0 (b~l~(
_1_(b-l(_
1_,...-,.,..------:----::----:-----,--~This call was previously reviewed after
being escalated from a monitor. Based on our review of this call, we determined the borrower
disconnected the interaction.
• (bJ(4)(bJ(6J Based on our

review, the customer has Direct Plus Consolidated Loans and did not have any additional
outside loans that could be used to allow further consolidation. The agent was correct in
offering the Student Loan Debt Burden Forbearance, as this was the only available option for
the circumstances the customer needed, since they are not eligible for ICR.
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
Call Monitoring Review for Navient September 2015
To assure servicers provide exceptional customer service with the greatest

accuracy at contractors managing call centers under Business Operations
Services of Federal Student Aid (FSA). Calls will be monitored by the FSA Call
Center Branch staff. The objective of Call Center Branch monitoring is to work
with the servicer toward continual improvement in delivery of its telephonic
customer service efforts.
Methodology:
1. Call Center Branch will conduct in-depth call monitoring review on all
failed calls for each respective servicer.
2. Monitors review for compliance with title IV regulations under 34 CFR 685
and 34 CFR 682, the Privacy Act, contract requirements and courtesy to
callers.
3. Contractor courtesy will be observed in relation to greeting, etiquette,

listening and closing.
4. Type of Calls Presented to FSA: Recorded Live Both
Reporting:
Monthly Monitoring Report
Contractor's
Name Navient
September 2015
Month Reviewed
Criteria Freauencv of Occurrence
Comcliance NA
Greetinq NA
Privacy/Verification NA
Etiquette NA
Listenina NA
Closina NA
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
1. Name of Customer Service Representative(s)
____ NA._____________________ ~
2. Contractor Compliance
_NA _______________________ _
3. Contractor Courtesy
NA.______________________ _
4. Miscellaneous/Other
This document and the analyses provided may not be shared outside of Federal
Student Aid without the permission of FSA-Operations Services-Call Center
Branch. This presentation, document, report or analysis was created to aid the
Department of Education in order to comply with its legal obligation to collect
federal student loan debt These work products may also be used to inform the
creation of future Department and FSApolicies.
TIVA: Nelnet
Review Period: 5/11/2017 - 6/13/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 460
Failed Calls: 6

Identified Self
Failed: 2
Reviewed: 466
% Failed: 0.0
Identified Agency
Failed: 0
Reviewed: 466
% Failed: 0.0
Failed: 1
Reviewed: 466
% Failed: 0.0
Failed: 0
Reviewed: 466
% Failed: 0.0
Failed: 1
Failed: 0
Reviewed: 466
% Failed: 0.0
Failed: 2
Reviewed: 466
% Failed: 0.0
Failed: 4
Reviewed: 466
% Failed: 1.0
Failed: 172
Reviewed: 466
% Failed: 37.0
Basic Counseling
Failed: 0
Reviewed: 47
% Failed: 0.0
% Failed: 0.0
Failed: 0
Reviewed: 8
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 8
% Failed: 0.0
Failed: 0
Reviewed: s
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 3
% Failed: 0.0
PSLF
Eligibilityfor PSLF
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
TLF
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
TPD
Failed: 0
Reviewed: 3
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
1099c Will Be Sent
Failed: 0
Reviewed: 0
% Failed:
Reviewed: 7
% Failed: 0.0
Failed: 0
Reviewed: 11
% Failed: 0.0
Failed: 0
Reviewed: 4
% Failed: 0.0
Failed: 1
Reviewed: 3
% Failed: 33.0
Forbearance
Failed: 1
Reviewed: 1
% Failed: 100.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Death - identified borrower
Failed: 0
Reviewed: 0
% Failed:
Death - collected info from 3rd party
Failed: 0
Reviewed: 1
% Failed: 0.0
Death - notified the correct internal parties
Failed: 0
Reviewed: 0
% Failed:
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Consolidation
Failed: 0
Reviewed: 3
% Failed: 0.0
Failed: 0
Reviewed: 6
% Failed: 0.0
Failed: 0
Reviewed: 6
% Failed: 0.0
Failed: 0
in a week. The CSRstated they could call back and they could go over options. The CSRcould
have qualified the call loans for a deferment and income driven repayment plan.
• 45556Jb)(4) (b)(6)
I
Caller stated they were trying to attend school; however,
the loan was showing in default. CSRstated the account was not in default. CSRstated the
system will update on Monday. CSRcould have referred the caller to DRG to retrieve a clearance
letter. CSRcontacted another representative; however, the representative informed the CSR
they were not able to offer a clearance letter since the caller consolidation loan.

45670, j(bl(4l (b)(B)
,.
,
l(b)(4)(b)(6)
L. __________
I
_,The borrower called in and stated received a statement for
a payment due in June 2017, the loans were put into an in school deferment on grp a
and con 03/20/2017 and the other loans are currently in an in school status. It would
have been preferred to explain the difference between the two so in the future the
customer receives a statement for a few of loans before the grace on the other loans
the borrower understands why.
46697 (b)(4l (b)(B)

''------;;;;===------'
,. l(b)(4)(b)(6) l
, ~·-----~~no longer with Nelnet) the advisor did give correct information, the
borrower questioned her, but it was correct. The CSRdid seem unsure once she was
questioned, but after checking and it was accurate.
47832,l(b)(4)(b)(6)
l(b)(4)(b)(6)
0 l(No longer with Nelnet) the borrower stated that she makes 1800 a month
and has one dependent this makes the gmi 21600.00 and the borrower is not eligible for
IDR plans or a deferment.
43988,rl( 4l (b)(B)
c l(bl(4l (b)(Bl j The account was paid ahead until July and August
2017. We should have asked more probing questions to see ifthere was a better
payment plan or deferment that would have helped the borrower with subsidy on the
loans.
44103,l(b)(4) (b)(6)
.
,
l(b)(4)(b)(6)
L.-----------~The
I segment ID provided was the call between the
'
advisor I before the transfer. Unable to provide information on the call with the
borrower and the military advisor.
Reviewed: 466
% Failed: 0.0
Failed: 0
Reviewed: 466
% Failed: 0.0
Failed: 0
Reviewed: 466
% Failed: 0.0
Failed: 0
Reviewed: 466
% Failed: 0.0
Was polite
Failed: 2
Reviewed: 466
% Failed: 0.0
Failed: 0
Reviewed: 20
% Failed: 0.0
Offered Forbearance
Failed: 0
Reviewed: 16
% Failed: 0.0
Failed: 1
Reviewed: 14
% Failed: 7.0
Failed: 1
Reviewed: 1
% Failed: 100.0
Failed: 0
Reviewed: 23
% Failed:
Failed: 0
Reviewed: 0
% Failed:
0% interest
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: s
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
Reviewed: 14
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 6
% Failed: 0.0
Failed: 0
Reviewed: 5
% Failed: 0.0
Failed: 1
Reviewed: 6
% Failed: 17.0
Failed: 0
Failed: 0
Reviewed: 8
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 5
% Failed: 0.0
Failed: 0
Reviewed: 5
% Failed: 0.0
Failed: 0
Reviewed: 7
% Failed: 0.0
IDR
Failed: 1
Reviewed: 31
% Failed: 3.0
Failed: 1
Reviewed: 24
% Failed: 4.0
Failed: 0
Reviewed: 1
% Failed: 0.0
How to Apply
Failed: 1
Reviewed: 55
% Failed: 2.0
Deferment
Failed: 0
Failed: 0
Reviewed: 10
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 25
% Failed: 0.0
Loan Discharge
Failed: 0
Reviewed: 1
% Failed: 0.0
Death - gave address for death certificate
Failed: 0
Reviewed: 1
% Failed: 0.0
Death - identified circumstances
Failed: 0
Reviewed: 0
% Failed:
Payments
Failed: 0
Reviewed: 8
% Failed: 0.0
Failed: 0
Reviewed: 3
% Failed: 0.0
Failed: 0
Reviewed: 39
Reviewed: 28
% Failed: 0.0
Unknown/Misc/Other
Uknown Misc/Other
Failed: 2
Reviewed: 242
% Failed: 1.0
• 4S670Jbl( 4l (b)(B) IThe caller stated they were attending school. The CSR
stated the account was in an in-school status until August 2018. The CSRdidn't properly explain
the in-school deferment terms.
• 46697 (bl(4l (b)(Bl The CSR called about delinquent

-~------------------~
account. The CSRverified account information and reviewed account. The CSR accepted
payment to bring account current. However, the CSR provided incorrect information about the
amount due and the borrower had to determine the correct amount. Also, the CSRseemed
unsure about the account balance during the call.
47832,l(b)(4) (b)(6)
• lcsR called to help borrower bring account
current. Borrower stated she had already made a payment. CSR did not qualify borrower for IDR
but offered an economical deferment.
• 43988,l(b)(4)(b)(6)
I The caller wanted to suspend the direct debit for one
month. The caller stated they were unemployed and moving. The CSR informed the caller they
could cancel the direct debit. The caller stated they were unemployed; however, the CSRdidn't
offer the caller other options.
• 44103.l(b)(4) (b)(6)
I The representative transferred the call. The caller
wanted a forbearance. The CSR advised the caller about the IDR plan. The CSR process the caller
request. The CSRdidn't qualify the caller loans for a deferment.
• 45401.l(b)(4) (b)(6)
lThe CSRstated the account was past due. The caller
stated they were going to file tax tomorrow. The caller stated they hope they make a payment
45401Jbl( 4l (b)(B)
0 l(b)(4) (b)(6)
L. ____
I
_,(No longer with Nelnet) The borrower stated that they would hopefully be
able to make a payment of some sort after filing taxes, agree we should ask if the
borrower needed assistance since she stated "I hope I can make a payment".
45556,l(b)(4) (b)(6)
0 l(b)(4) (b)(6)
L. ------------~
IWe should have advised to contact the previous
company which in this case would have been Default Management for the letter.
FSA has no additional comments and accepts the response from Nelnet.
T/;1s preser;/a/1on. document nr repnrt arni 1maiyses are provided tor /,,ler,,al-Use Only and m1<y ,,at be shared outside of Federal
S!udcn! Aid w1//10ur/he permission of FSA Opcr.1/1ons Services This prcscnld/1011. documcnl rcporl or dna/ys1s wds crcarcd ro aid /110
,nlrmn the cre1</10" of future Depar!me"t a,,d FSA policies.
Servicer: Nelnet
Review Period: 9/21/2017-10/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 11 so,

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
Service Level Target {SLA}: 85% 11
~----.-c1-,-.,-s-,-,-"-.---~I rl--"-.-,.-,.-~
• 62866,
4
l(bl( l (b)(B) l CSRtold the borrower she can bring the
account current by paying, deferment or "worst case scenario apply a forbearance". CSR's
choice of words during counseling are not very positive and forbearance can and are helpful to
the borrower and not a "worst case" option. CSRqualified borrower for unemployment
deferment instead of an IDR which would have been more beneficial for the borrower than a
deferment. Associate will be coached to provide factual information about the assistance
options and not an opinion. In this case the reference to "worst case" is due to forbearance not
providing benefits such as interest subsidy that the other options may have provided to the
customer.
64062, (b)(4) (b)(6)
• The borrower called to halt the
application process. The CSRupdated and verified account information. The CSRinformed the
borrower that by not submitting the application would halt the process. However, the CSRfailed
to indicate the borrower could apply with a physician willing to document disability. In addition,
the CSRdid not refer the borrower to their loan holder regarding repayment/deferment
options. Associate will be coached to ensure all ways to apply are covered and to ensure that
the customer understands to contact their loan holder regarding assistance options.
• 64479, l(bl( 4 l (b)(Bl I Caller says she's totally disabled and needs a deferment.
She says she's going back to school in the fall or spring. She mentioned disability. CSR
transferred the caller to TPD. CSRcould have told the caller that she would not be able to take
out loans for school if she went with TPD. And she could have discussed the borrower's situation
more thoroughly before transferring her to TPD. Associate is no longer with Nelnet. We agree
that the advisor should have first fully assisted the customer with her situation before
transferring the call to TPDto further pursue the TPDprocess.
• 6454□,l(bl( l (b)(Bl
4
ICaller wants loan origination documents sent to
him. He wasn't sure exactly what he needed. CSRmentioned promissory notes and told him of
loan summary. CSRalso told him he could get the promissory notes on studentloans.gov or
through the Department of ED. The CSRcould have also advised the caller that he could request
in writing a copy of his promissory note from Nelnet. Associate will be coached to provide all
delivery methods for requesting documents to ensure the customer knows all the possible
ways to get information.
• l
(b)(4) (b)(6)
64991,._--------------~Borrower
I has been calling several times to get an
application. CSRsending application per borrower's request via mail. CSRdid not go over the
process. Associate will be coached to provide the application process and ensure that the
service provided ensures the customer knows how to complete the process.
(b)(4) (b)(6)
• 67236,c...,~~=-=~--~~-~~-~-~_,The CSRcalled about delinquent
account. The CSRverified account information and reviewed IDR options. The CSRpre-qualified
the borrower under an IDR plan and sent an IDR application. Also, the CSRapplied an
administrative forbearance to bring the account current and to allow time to submit the IDR
application. However, the CSRfailed to indicate if interest on the forbearance is capping or non-
capping. Associate will be coached that anytime an administrative forbearance is used to
ensure the customer understands interest capitalization as it relates to their account including
that it may result in higher payments if capitalized.
(b)(4) (b)(6)
• 67240,
~-------------------~ The borrower was transferred to
military solution. The CSRinformed the borrower's spouse that an administrative forbearance
was applied to bring the account current and allow time to get orders. However, the CSRfailed
to indicate if the interest on the forbearance is capping or non-capping. Associate will be
coached that anytime administrative forbearance is used to ensure the customer understands
interest capitalization as it relates to their account including that it may result in higher
payments if capitalized.
Nelnet has provided their response in the previous section (bold/italicized), following each review
completed by FSA.
FSA has no additional comments and accepts the responses provided by Nelnet.
Servicer: Nelnet
Review Period: 1/22/2018 - 2/20/2018
Final Report Date: 3/lS/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 196

Actual Score: 100%
Nelnet did not have any Servicing Opportunity Calls for this review period.
Nelnet did not have any comments to add to the report.
During the review period, FSA had issues accessing File Net in order to review a larger number
of calls for this review period. FSAhas taken steps to get the correct certificates downloaded
onto our machines in order to review calls properly moving forward.
Dcpar/menr of Educd//011 comply L'li/111/s legal ob/1ga/!Onlo col/cc/ federal s/udcnl loan deb/. T/Jesc work produe/s may also be used lo
Servicer: Nelnet
Review Period: 1/22/2018 - 2/20/2018
Final Report Date: 3/lS/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 196

Actual Score: 100%
Nelnet did not have any Servicing Opportunity Calls for this review period.
Nelnet did not have any comments to add to the report.
During the review period, FSA had issues accessing File Net in order to review a larger number
of calls for this review period. FSAhas taken steps to get the correct certificates downloaded
onto our machines in order to review calls properly moving forward.
Dcpar/menr of Educd//011 comply L'li/111/s legal ob/1ga/!Onlo col/cc/ federal s/udcnl loan deb/. T/Jesc work produe/s may also be used lo
Servicer: Nelnet
Review Period: 3/14/2018 - 4/16/2018
Final Report Date: S/lS/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 273

NOTESAND OBSERVATION OF ERRORS
• 82853, l(b)(4)(b)(6) Ia third party called on behalf ofthe

borrower. The CSR
told the third party about privacy authorization. The third party asked about faxing a privacy
authorization document. The CSRadvised the third party they may accept the information. The
third party asked about the processing time. The CSRstated they didn't know, they were not in
that department. The CSR may have handled the call better.
o The advisor will be coached on softening her tone and not being so abrupt with her
answers as well as the expected turn time for processing privacy authorization.
4
• 84602,l{bl( l (b)(Bl lcsR called to help bring account current. CSR
explained that all loans except her PLUSloans are on IDR because they're not eligible. CSR
qualified loan for a student loan debt forbearance. CSRexplained what needed to be returned
to get the forbearance applied but that a 60-day ad min forbearance would be applied to give
time to return documentation. CSRdid not discuss consolidating all loans which may have given
the borrower more payment options.
c The advisor will be coached to follow priority of solutions and thoroughly explain
assistance options. A specialist will complete a callback to address the potential of
consolidation.
4
• 84850,l(bl( l (b)(Bl IThe CSRadvised they didn't have an application on file.
The CSRasked the borrower if they want to apply for disability. The borrower declined. The
borrower advised they were trying to apply for TEACH grant. The borrower asked the CSRif they
were able to provide a phone number for TEACH grant. The CSRdeclined. The CSRwas not
helpful toward the borrower.
c The associate will be coached to utilize all available resources to provide customers
with requested information. A specialist will complete a callback to ensure the
customer is aware of the appropriate contact information for TEACHgrants.
Nelnet has provided their responses in the previous section, following each review completed by FSA.
FSA accepts the responses provided by Nelnet and has no additional comments.
Student Aid w1/!,oul the pemJJssion of FSA-Operations Services This prese,,la/1on. document. reporl or a()i,/ys1s was created lo a,d the
,nlrmn the cre1</10" of future Departme"t a,,d FSA policies.
Servicer: Nelnet
Review Period: 2/21/2018 - 3/13/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 290

impact when the forbearance ends. The customer received notification of the capping amount
on 01/12/2018.
• 81901, rl(
4
)(b)(B)
The cs aecerrnmea rn111tary oer,ems
I
The borrower called about IDR plan .
weretovereaor,a prior call. The CSRsent another IDR
application. However, the CSRfailed to explain the PSLFwith IDR has 10-year loan forgiveness
for persons in the military. It appears the borrower cancelled their IDR plan. The associate will
be coached to cover PSLFwith /DR on accounts for military persons. On this account the
customer did state they were mostly looking to reduce the interest rate which is already below
the 6% cap. They were advised with SCRAand were able to make the current monthly
payment. A specialist will complete a callback to address PSLFimplications.
Nelnet provided their responses in bold/italicized following each review completed by FSAin the prior
section.
FSA has confirmed that there was an error in the initial report stating that there were 288 passed calls,
which should have been 290. This has been corrected in the summary section as well as the overall
score. FSA has no additional comments and accepts the responses provided by Nelnet.
Depart,,.,ent of Education comply with ,ts leqai ob11qat1onto collect federal student loan debt. These work products ,,.,ay also be used to
inform //JC crea11ono/ !ururc Depar!mcn/ and FSA policies.
• 80957,l"·(b)(
4 ) (b)(B)
-----------~
I
Th CSR. f
e
d h b h
in orme t e orrower t ey were on t e
h IDR
plan. The borrower advised they received a call stating they were from the DOED. The borrower
stated the company advised they were going to take her taxes. The CSRadvised the account was
in good standing. The CSRasked the borrower if they had a loan with another copy. However,
the CSRtalked over the borrower and told the borrower DOED would never call. The CSR
provided the borrower options to stop the calls. The CSRcould have informed the borrower
about NSLDSto ensure they didn't have other federal loans. The associate will be coached on
not speaking over the customer as well as providing the NSLDSsite for the customer to
confirm additional Joans. An email with instructions on how to access the NSLDSwebsite and
how to view specific loan information has been sent to the customer. A specialist will complete
a callback to address this and the calls from DOED.
4
• 81402, (bl( l (b)(Bl The borrower called with questions
about IDR plan. The CSRexplained how to complete IDR application. The CSRapparently applied
an administrative forbearance to allow time for the borrower to submit the IDR application.
However, the CSRindicated payment would be postponed for a month, but failed to review
terms of the postponement. The associate is no longer employed with Nelnet. The customer
was provided with interest capitalization information in the income driven repayment notice
sent on 01/11/2018.
4
• 81642 (bl( l (b)(Bl The borrower called about IDR renewal.
·~-----------------~
The CSRverified account information and reviewed income verification for IDR renewal.
However, the CSRfailed to review military, SCRAand PSLFbenefits. The associate did not
provide additional review of military, SCRA, PSLFbenefits as the customer had a previous call
with a military representative 13 minutes prior to this call. The notations indicated that the
customer declined those options. However, the customer was provided with an email to
provide a high level description of these options. This call was for confirmation from the
previous interaction on what supporting documentation is needed to process the IDR request.
l
(b)(4) (b)(6) I
• 81611, •.-----------------~The borrower called to postpone
payments based on enrollment status. The CSRupdated and verified account information. The
CSRreviewed the in-school deferment process and will request enrollment verification. Also, the
CSRreviewed how payments can be made while the account is in an in-school deferment.
However, the CSRdid not explain why the borrower will not have to make a pending payment.
The associate will be coached to clearly explain how upcoming payments are not required
when an in-school deferment is applied to the account. Since the customer did not make the
upcoming payment and the customer received the deferment approval letter, no additional
action will be taken at this time.
81628, (b)(4) (b)(B)
• The CSRcalled about delinquent
account. The CSRverified account information. The CSRreviewed deferment and IDR options.
Also, the CSRpre-qualified the borrower under an IDR plan and sent an IDR application. Also,
the CSRapplied an administrative forbearance to bring the account current and allow time to
submit the IDR application. However, the CSRfailed to indicate if the interest on the
forbearance is capping or non-capping. The associate will be coached to clearly explain that
with the use of an administrative forbearance there may be capitalized interest and the
Servicer: Nelnet
Review Period: 8/22/2017 - 9/20/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 11 s•,

:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
11
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-,-,-%-~
• 59679, 4
l(bl( l (b)(B) ICSRinformed borrower that IDR needs to be
renewed. CSRtalked about 401K, discussed NATO and other political events. CSRand borrower
also discussed that they were both Republicans and voted for POTUS.CSRsaid he thought, "He
was a little nutty". Call was about 3- 4 minutes of FSAbusiness and 5 - 6 minutes of personal
chit-chat.
No coaching will be provided as the advisor is no longer with Nelnet.
60798 (b)( 4 l (b)(B) The

• 'c.,-,-,.,,.,,,.,,,,,,,,,.,,,.,.,,,.,.,,,..,....,.,...,,,,..,...,,=======.,..,.====c-a===.,,.,.
borrower called about their account. The CSRverified account information. The CSRreviewed
IDR options and pre-qualified the borrower under an IDR plan. The CSRsaid an IDR application
was sent. However, the CSRfailed to explain the forbearance put on the account and did a poor
job of explaining interest capitalization.
The advisor will be coached. When interest is capitalized, the advisor should be explaining to
the borrower the potential impacts to their loans such as increase the balance which could
increase the monthly payment.
60852, (bl( 4 l (b)(B)

• The borrower called
about their account. The CSRconfirmed receipt of military orders and will submit a request to
update the account. The CSRindicated there is no reason the corrections were not made when
the orders were received. However, the CSRfailed to review military, SCRAand PSLFbenefits.
The advisor will not be coached as they no longer part of the CICteam. The military benefits
were covered by an advisor on 06/30/2017 and they do not need to be covered again unless
their status has changed or it has been one year since benefits were discussed.
• l
(b)(4) (b)(6)
61963,._---,------,----,----,---------,--~The
I
CSRstated the account was past
due. The borrower thought the account was on direct debit. The CSRstated the due date fell on
a weekend and the direct debit will process today. The borrower stated they were unemployed
and asked about adjusting the payment. The CSRinformed the borrower about the IDR plan;
however, the CSRstated the repayment schedule will start in October. The CSRoffered to send
the borrower an application. The CSRcould have informed the borrower about a deferment or
forbearance.
The advisor will be coached. Advisors should understand that although the borrower was
renewing their REPAYEplan, the borrower did have an auto debit on the account and should
be able to explain when payments will be pull. Advisors should prequa/ify borrowers for
deferments when the borrower is requesting payment assistance. Coaching will include that
the customer could have been prequalified for an unemployment deferment.
(b)(4) (b)(6)
• 61969,~---------------------------~The borrower
was transferred to the military section to postpone payments. The CSRapplied an administrative
forbearance to postpone payment and sent an in-school deferment. However, the CSRfailed to
completely review military, SCRAand PSLFbenefits.
The advisor will be coached to cover all military benefits including SCRA and PSLF.
4 5
• 60517, .._(b~l(_ _I~--~~---~~~~~~~~~---,-! CSRcalling to help bring
l_(b_l(_
borrower's account current. Borrower stated he lost both his job and his father. Borrower asked
to postpone payments. CSRasked if his monthly amount was affordable. CSRdid not counsel the
borrower on an IDR and explain that he can still make the $50 payment but if at any time he
couldn't, it's not required. This would have been a win-win solution considering the borrower
wasn't working.
The advisor will be coached. Advisors need to use active listening skills to find the best
solutions and look at repayment options including /DR plans or deferments such as
unemployment deferment
•
(b)(4) (b)(6)
60520,l ~~~~~~---~----_,CSR
L.
I
called to help borrower bring account
current. CSRtold the borrower he can get on the economic hardship deferment or IDR plan. CSR
did not explain the difference between and the two or the benefits. The CSRdid not provide the
best counseling and/or solution to the borrower's issue.
No coaching will be provided as the advisor is no longer with Nelnet.
62144, (b)(4) (b)(6)

• The
borrower was transferred to loan consolidation regarding repayment plan change. The CSR
reviewed PSLFfor the borrower, but failed to indicate the loans would be paid off in 10 years if
the standard plan is selected. The borrower (who is a teacher) decided to retain the standard
plan thinking there will be loan forgiveness. lfthe borrower is eligible, the teacher loan
forgiveness program would reduce the loan balance, but may not forgive the remaining balance.
This account needs to be reviewed to determine loan types, loan amounts and disbursement
dates to ensure proper advice was provided.
The advisor will be coached. Advisors should understand when a borrower consolidates the 1
loan term is extended based on the loan amount. However the eligible standard payment 1
plan for PSlF is a payment on the standard plan on a 10-year term. A standard payment on a
consolidation is not an eligible payment plan to be eligible for PSlF. The borrower did select
REPAYEwhen they consolidated.
Nelnet has provided their response in the previous section, following each FSAreview.
Nelnet has provided their response in the previous section, following each FSA review.
Servicer: Nelnet
Review Period: 7/20/2017 - 8/21/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 '"
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
11
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-.,-,-%-~
54524, 4 Borrower says she was

• (bl( l (b)(B)
approved as "disabled." She asked about sending in a letter. CSRtold her to do that. CSRdid not
discuss the specifics of the 55 disability letter and the requirements for TPD. Simply labelled as
disabled does not automatically cancel her loan.
The advisor will be coached. For inquiries into TPD,associates will be reminded to transfer
calls to the TPDdepartment. Associates within the TPDdepartment are held accountable for
accurately counseling borrowers on the disability discharge requirements.
4
• 55032 (bl( l (b)(Bl
''--------------------" Borrower states she was cut back to
8 hours per week and maybe a forbearance would work better for her. CSRdid not instruct the
borrower of the difference or benefits of IDR and forbearance.
The advisor will be coached. Advisors need to educate the borrower on lower payment options
including zero dollar IDRplans and deferments that can help with the interest subsidy so that
the borrower can make an informed decision prior to applying a forbearance.
(b)(4) (b)(6)
• 55044,'------------------------' Borrower says he has two
outstanding debits and VA took his total disability and none of his bills were paid and he won't
be able to pay FSA until mortgage, insurance and other priority bills can be caught up. CSRdid
not ask qualifying questions to lower monthly payment or postpone payments which may have
been beneficial to borrower. Depending or whether borrower's disability is taxable or not,
borrower could have and IDR payment as low as $0.
The advisor is no longer with Nelnet. Advisors should ask questions to see if the borrower is
eligible for IDRplans with payments as low as a zero dollar and deferment. At this time the
borrower is currently working with the TPDteam to discharge the loan.
55912, (b)(4) (b)(6)

The borrower
called about their account. The CSRverified account information. Also, the CSRreviewed
account and explained the need to submit economic hardship deferment (EHD) form with proof
of income. However, the borrower requested help with the EHD form, but the CSRindicated the
form is not needed and to submit proof of income. What is the servicer's process to determine
eligibility for EHD because the CSRappeared unfamiliar with the servicer's process?
The advisor will be coached. The borrower was advised in May that she would be eligible for
the Economic Hardship deferment and to return proof of income and to consolidate. Advisors
are held accountable to the correct processes when prequalifying a deferment and what is
needed for supporting documentation.
4
• 56311 (bl( l (b)(Bl The CSRasked for the
''------------------------~
borrower account number or SSN. The borrower stated they didn't feel comfortable providing
SSN. The CSRstated they were calling from Nelnet and were open 24 hours. The CSRinformed
the borrower they request the full SSN when a borrower calls in and the last four of the SSN if
they contact the borrower. The borrower stated they called him; however, the CSRinformed
the borrower the call came in as an inbound call. The CSRinformed the borrower they were
open 24 hours if they retrieve the account. This call was under outbound calls; however, the CSR
stated the call came in as an inbound call. The CSRdidn't state her name. The CSRcould have
controlled the call better.
The advisor is no longer with Nelnet. Advisors should be appropriately authenticating

customers based on the call direction. The information that is required for this is in standard
with state and federal guidelines and Advisors are held accountable to this standard.
(bl( 4l (b)(Bl The borrower

• 57214
·~--------------------------~
called about their account and recent payment. The CSRexplained the payment increase as a
result of not renewing the IDR plan in a timely manner. The CSRapplied forbearance with the
borrower's approval to bring the account current. However, the CSRfailed to indicate if the
The advisor will be coached. Advisors should assist the customer in understanding that if the
recertification date is missed, interest will capitalize. Additionally, the verbal forbearance
information should always include an amount of interest that may be capitalized for a
hardship forbearance.
(bl( 4l (b)(Bl The CSRcalled

• 57253
''-------------~~---~-------~--'
about delinquent account. The CSRverified account information and transferred the call to TPD
for resolution. The CSRdetermined that not all loans were included in the TPD discharge before
the transfer. Therefore, did TPD include all loans for TPD discharge?
The call was transferred to the TPDdepartment. It was determined that all of the borrower's
loans would be included in the discharge.
58350, (b)(4) (b)(6)

• CSRhandled this call with a
negative tone. Account Past Due.
The advisor will be coached. Advisors should understand that advisor /Is have access to NSlDS
to verify loan amounts if the borrower is questioning amounts. They have access to ensure we
can resolve the account with one call and before the account is reported negative to the credit
bureau Advisors should have a positive tone conveyed on all calls.
58480 (bl( 4l (b)(B) The

• '~----------------------------~
borrower called about their account. The CSRverified account information and explained when
the loans are exiting grace period for payment (two cycle dates). Also, the CSRreviewed how to
get all loans on a single payment and outlined the IDR plans. However, the CSRfailed to review
military benefits.
The advisor will be coached. Advisors should ask the borrower if they are in the military when
borrowers inquire about lower payments and we speak about different plans. This is a
standard question required when taking calls.
4
• 59145 (bl( l (b)(Bl The CSRstated the account was
'
past d uLe,-.
"'T"h"e""c"s"R,-q"u"a"I
i"fi"e"d°"t"h
ec-cb"o.,.rr"o"w"e"r-,fo"r"t"h"e""l"D"R"'p"I
a"n'".-,,T'h
e CSRoffered the borrower
forbearance to bring the account current.
The advisor will be coached. Advisors should educate the borrower on deferments before
applying a forbearance to the account.
• 55374 (bl(4l (b)(Bl Borrower wanted to know if

'~---------------------~
payment plan documents were received for IDR plan. CSRdid not ask for SSNand told her that
"generally it could take this amount time .... ". Borrower then asked if she could check to see if
documents were in and CSRsaid, "Did you upload them to your online account? It could take up
to 24- 48 hours before processing", CSRcould have checked account to be sure and not give
general but specific answers concerning the borrower's questions and if anything was showing
on the account that needed to be addressed by the borrower, the CSRcould have handled that
as well had she pulled up borrower's account.
The advisor will be coached. Advisors should always pull up borrower's accounts to assist the
borrower on each call for a one call resolution.
(b)(4) (b)(6)
• 55955,~---------------------------~The borrower
called about delinquent account. The CSRverified account information. The borrower
referenced IDRand experiencing a financial hardship, but the CSRapplied a forbearance to bring
the account current and postpone payment. However, the CSRfailed to review IDRor
deferment options.
The advisor will be coached. Advisors should prequalify the borrower for deferments before
applying forbearances. Also, if the borrower states they sent information in and it was not
received the advisor should prefill an /DR application and email or mail it to the borrower to
recalculate the current plan.
(b)(4) (b)(6)
• 56068,'----------------------'Caller updated his address.
Sounds as if he is calling the wrong department. He said he was supposed to get a form that he
didn't receive. CSRsaid TPD last talked to caller over a year ago. CSRcould have referred the
caller to NSLDSto determine where the caller's loan/s are. It sounds as if the borrower is talking
about IDR. Caller hung up after thanking the CSRfor "not knowing anything about what's going
on." CSRwas not unpleasant but she could have probed a bit more to find out more about the
caller's loan and possibly who he had talked to previously.
The advisor will be coached. Advisors should use probing questions and resources (NSlDS) to
ensure understanding of the borrower's inquiry and be able to assist them with resolving their
issue.
(b)(4) (b)(6)
• 56595, No Comments
'-------------------'
No coaching is required.
Nelnet has provided their response in the previous section, following each FSAreview.
FSA has no additional comments and accepts the response from Nelnet.
Servicer: Nelnet
Review Period: 4/17/2018 - 5/16/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 336

Actual Score: 100%
There were no Servicing Opportunity Calls for March 2018.
Nelnet has no comments for this report.
FSA has no comments for this report.
inform 1/w crca/1011o/ !ururc Dcpar!mcn/ and FSA polic1cs.
Servicer: Nelnet
Review Period: 12/20/2017 - 1/19/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 385

• l
(b)(4) (b)(6)
75782,~-------------~CSR
I called to bring account current. Borrower
stated he can make the payment, but the CSR didn't take the payment. The CSRsuggested the
website but the borrower said it was too confusing and the CSRdid not review the payment
script. CSRwill be coached to ensure she assists with taking customers payments when
appropriate. The CSRdid not review the payment script as no payment was taken on the call.
• l
(b)(4) (b)(6)
75975,-----~-----~-=-------~The
I
borrower was transferred to military
center for PSLFinformation. The CSRreviewed PSLFand sent an application for PSLF;however,
the CSRfailed to indicate the borrower must be on an eligible repayment plan to qualify. CSR
will be coached to ensure she communicates to the customer eligibility requirements for PSLF,
including eligible repayment plans.
4
• 76012, (bl( l (b)(Bl The borrower is not military, but
requested PSLFand was transferred to the military center. The CSRverified account
information. The CSRexplained income tax information is needed to complete IDR application.
However, the CSRfailed to review PSLFand TLF because the borrower indicated being employed
as a teacher. This CSRis both military and PSLFtrained. The CSRwill be coached on actively
listening to ensure all appropriate options are covered with the customer.
4
• 77628 (bl( l (b)(Bl The borrower was transferred to
'~-------------------~
military center for assistance on PSLF.The borrower is not in the military. The CSRreviewed
PSLFand reviewed options to bring account current. The CSRpre-qualified the borrower under
an economic hardship deferment, but did not offer an IDR option based on the borrower being
unemployed. The borrower is to submit proof of receiving benefits. The CSRapplied an
administrative forbearance to bring the account current and allow time to submit the deferment
information. However, the CSRfailed to indicated if the interest on the forbearance is capping or
non-capping. *In addition, it appears borrowers are referred to the military center regarding
questions about PSLFeven if the borrower is not in the military. This CSRis both military and
PSLFtrained. The CSRwill be coached to cover repayment options prior to deferment options
and to advise of interest capping or non-capping for forbearances used on accounts.
Nelnet's response is provided in the previous section, following each review completed by FSA.
FSA has no additional comments and accepts the responses provided by Nelnet.
Servicer: Nelnet
Review Period: 11/16/2017 - 12/19/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 452


•
4
71629,1(bl( l (b)(Bl IThe CSRverified the borrower's information. The borrower
advised they applied for PSLF.The borrower stated the application was faxed. The CSRinformed
borrower to contact PHEAA.The CSRprovided the borrower PHEAA's phone number. *The CSR
confused the borrower by saying that DOED and PHEAAwere basically the same name/entity.
The associate will be coached to ensure they are providing clear steps on the process for
assistance. Additionally she will be coached to ensure accuracy regarding entities connected
with the customers loans to avoid confusion of who is completing processing of their requests.
4
• 72042 (bl( l (b)(Bl The CSRcalled about delinquent
·~---------------------~
account. The CSRupdated and verified account information. Also, the CSRindicated the
forbearance expired on the account (the account re-entered repayment status). The CSRapplied
a general forbearance with the borrower's approval to bring the account current and postpone
payments. However, the CSRfailed to review deferment and IDR options.
The associate will be coached to ensure she is fully and accurately covering prequalifying
questions to determine eligibility for all repayment options and deferment options prior to
applying a hardship forbearance.
Nelnet provided responses to each Servicing Opportunity Call in the previous section, following each FSA
review.
FSA has no additional comments and accepts the responses from Nelnet.
Student ;11dwithout the permission of FSl1-Operations Ser'11ces. This present,1/lon document. report or a11aiys1swas created to aid tl1e
Depar/1Tlent of Education comply with ,ts ieqal ob11qat1onto collect federal student ioan debt. These work products ,,.,ay aiso be used to
inform 1/w crca11onof !ururc Dcpar!mcn/ and FSA poiic1cs.
Servicer: Nelnet
Review Period: 10/17/2017 - 11/15/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY

:===T='="='=C=a=lls='='=a='"="='='·===:I
==,=3=3===:
cl

11
-----.-c1-,-.,-s-,-,-"-. ----1 rl--,-,-%--~
r)(4)(b)(6)
• 68303,•-----~--~--"The 1 CSRstated the account was current and the next
payment was due in October. The borrower asked if they could suspend the payments. The
borrower asked if they could place forbearance for six months. The CSRagreed. The CSR
submitted the borrower's request. The CSRcould have qualified the borrower for a deferment.
This associate is no longer with Nelnet. The associate should have provided assistance options
(repayment plans, deferments) prior to applying a forbearance to the account. Our procedure
is to provide options that focus on repayment, then deferment (due to interest subsidy
benefit), prior to discretionary forbearance.
68289, (b)(4l (b)(B)

account. The CSRupdated and verified account information. The borrower referenced chapter 7
bankruptcy and the CSRreviewed loan consolidation process (not sure about the CSR's
reasoning). Also, the CSRfailed to respond to student loans and bankruptcy. The CSRapplied a
general forbearance with the borrower's approval to bring the account current and payments
will resume when the forbearance expires. However, the CSRfailed to review IDR options, given
the borrower indicated being indigent. This associate should have followed our procedure for
counseling the customer on Income Driven Repayment and advised of the bankruptcy process
so the customer had the appropriate information to make an informed decision regarding
repayment options.
• 70745Jbl(
4
l (b)(Bl IBorrower wanted to confirm consolidation and
REPAYEwas received. Borrower asked would it be approved and CSRstated origination date.
The origination date provided does not speak to the approval of the payment plan and was
vague in response to the borrower's question. The CSRimplied that the approval would be
provided; however, the borrower may not be approved if he does not meet the qualifications.
This associate will be coached on acknowledging customers' concerns including the steps
needed to complete the consolidation process and for repayment changes to be processed.
71030, (b)(4) (b)(6)
• The borrower called about making
interest payments while in school. The CSRverified account information. The CSRreviewed the
in-school deferment process and applied an administrative forbearance to postpone payment
until the deferment is applied to the account. However, the CSRfailed to indicate if interest on
the forbearance is capping or non-capping. This associate will be coached to properly advise of
interest capping with the use of administrative and/or hardship forbearances to ensure the
customer understands capitalization.
71039 (b)(4) (b)(6)
account and verified account information. The borrower will make payment at a later time. The
CSRindicated attempts to make auto-debit payments were not successful and explained what
happened. The CSRfailed to offer deferment/forbearance options. This associate will be
coached to make sure the customer is offered and advised of options to ensure they can
manage their student loan.
Nelnet has provided their responses in the prior section in bold/italicized font, following each FSA
review comment.
FSA has no additional comments and accepts the response provided by Nelnet.
Servicer: Nelnet
Review Period: S/17 /2018 - 6/14/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 230


Actual Score: 100%
Nelnet did not have any Servicing Opportunity calls for this review period.
N/A
FSAhas no comments.
T/;1s presenla/1on. document nr repnrt arni 1maiyses are provided tor /,,ler,,al-Use Only and m1<y ,,at be shared outside of Federal
S!udcn! Aid w1//10ur/he permission of FSA Opcra/1ons Services This prcscnld/1011. documcnl rcporl or ,1na/ys1s wds crcarcd ro aid 1/w
inform 1/w crca11on o/ !ururc Dcpar!mcn/ and FSA polic1cs.
Comprehensive Phone Call Review-May 2018
Servicer: Nelnet
Review Period: 6/15/2018 - 7/20/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 914
• l(b)(4) (b)(6)
23,._-----------~
I The borrower called in to inquire about the status of their
account. CSR verified account information and indicated the account is being processed under
borrower defense for loan cancellation. CSRalso shared the account is in an IDR plan which left
the borrower unclear and confused about her account status.
l(b)(4) (b)(6)
• 620,L.____________
I
_,Borrower indicated that he lost service and wanted to
speak with previous CSR.CSRexplained that they can't transfer between CSR's. Borrower had
questions concerning what happens after the last 3 months (June/July/Aug) of $5 payments
being auto draft from his account. Borrower wants to be assured that after 3-months that auto
draft will not be taken for $600 along with new payment. CSRtold him to call back. CSRdid not
ask qualifying questions for other plans so borrower can see his options which borrower could
do now and be ready when the 3-months is up instead of waiting, calling back.
• l
(b)(4) (b)(6)
350,.~----------~The
I borrower called to make a payment on her account in
the amount of $70.00. The CSRinformed the borrower that her monthly payment is $176.74.
The borrower informed the CSRthat she pays $70.00 every month not $176.74. The CSR
placed the borrower on hold and the call ended.
• 1424,l(bl(4l (b)(Bl IThe CSRcalled about delinquent account. The CSR

updated and verified account information. While the CSRwas reviewing payment options, the
call terminated. However, the CSRfailed to review deferment/I DR options before the call
terminated (the borrower shared the delinquent amount and monthly payment are not
affordable).
• J
(b)(4) (b)(6)
1920L.---,----,--,---,--"The
I borrower called about PSLFand was transferred to
PSLFfor assistance. The CSRreviewed terms and conditions for PSLFincluding eligible
repayment plans. The CSRsent the borrower an employment certification form which is to be
completed and returned to the loan servicer assigned to monitor the PSLF.Also, the CSR
reviewed the account status and explained how payments are applied to the account.
However, the CSRindicated an in-school deferment could be applied to the account (PLUS),
but failed to complete the process to consider the deferment. In addition, the CSRresponded
with a terse tone when the borrower questioned the account being past due because a recent
payment was made.
•
4
3317Jbl( l (b)(Bl I
Borrower said, "My daughter wants to know if she
could have this loan added to her loan". CSRsaid, "She will have to go to student loans.gov, go
to consolidation and she needs to do a consolidation with these loans and her loans". The loan
in question belongs to the mother (PLUS), so the daughter will not be able to consolidate that
loans with her loan.
4
• 2341,l(bl( l (b)(Bl hhe CSRadvised the caller that they did not have an
account with Nelnet. A third party called on behalf of the borrower and wanted to know
reason the borrower were not eligible for consolidation. The CSRinformed the 3rd party
reason the loans were not eligible. The CSRdidn't advise the 3rd party about privacy
authorization.
•
(b)(4)(b)(6)
l
3351,._______________
I
_,The borrower called to make a payment and the
CSRstated he would take the banking information and the call recording ended. No additional
segments where called resumed were in this queue.
•
(b)(4)(b)(6)
J
3371L.---~~----~---~~
I
0 The borrower called to make a payment and the
CSRprocessed the payment; however, the borrower's banking information was heard
throughout the call as opposed to pausing the recording being stopped during the banking
information and then resuming call after the payment was processed.
(b)(4)(b)(6) I
• j
3483 •·---~~-~~~-~~~--~_,rrhe borrower called to make a payment and
the CSRstated she would take the banking information and the call recording ended. No
additional segments where called resumed were in this queue.
•
(b)(4) (b)(6)
23,lL. ___________
I
_,Associate will be coached to ensure they understand how
multiple assistance options on the account can impact the date in which the customer would
be rOlliredto makenavmeotsor [PQ\JPStadditional assistance.
•
4
620, (bl( l (b)(Bl I
Associate is no longer with NN, but the customer should
have been counseled on additional options for IDR, deferment, forbearance. In addition, we
should have ensured that an application could be processed upon the customer returning
documents if the were unable to make payments.
• 350, (bl(4l (b)(Bl After the hold, the CSRwould have the payment system
e PCI compliance tool to omit the remainder of the call.
(b)(4)(b)(6) L
• j
1424,_--~~--~----~11 he associate will be coached to ensure that they follow
the dropped call procedure.
• 1920,l(bl(4l (b)(Bl IThe associate will be coached to provide clear directions

for assistance. They will also be coached on soft skills to ensure she provides more professional
and positive tone.
61
• 3317,~r~)(~'~I _ ...,,...,,.,,,.-------~I
(~bl_( The associate will be coached on correct
consolidation eligbility.
•
(b)(4)(b)(6)
l
2341,.____________
I
_, The associate will be coached on the proper privacy
authorization procedures.
•
4
335iJ(bl( l (b)(Bl ISince the payment system remained opened, the
PCI compliance tool omits the remainder of the call.
•
(b)(4)(b)(6)
j
3371. _______________
I
...,This example has been provided to our IT
engineers for review to determine why the tool did not function as intended
• 3483, (bl(4l (b)(Bl This example has been provided to our IT

engineers for review to determine why the tool did not function as intended
FSA has no additional comments and accepts the response provided by Nelnet.
Th,s presenlal,on. document or report and analyse., are provided for lntamal-Usa Only and may not be shared outside of Federal
Student Ard wrthoul /he permission of FSA-Opera/ions Services This presenlatron, document, report or analysis was created lo aid /he
Depa,tment of Education comply with Its legal obligat1on to collect federal student loan debt. These wo,k p,oducts may also be used to
mfarm /he creatron of future Department and FSA po/1c1es
Servicer: OSLA
Review Period: 5/15/2017 - 6/14/2017
OBJECTIVE
METHODOLOGY
• 606 random accounts were selected for in-depth call monitoring review. If necessary, additional
SUMMARY
CALLS SUMMARY
Passed Calls: 448

Failed Calls: 10
Identified Self
Failed: 3
Reviewed: 458
% Failed: 1.0
Identified Agency
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 1
Reviewed: 458
% Failed: 0.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Was polite
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Failed: 2
Reviewed: 458
% Failed: 0.0
Failed: 3
Reviewed: 458
% Failed: 1.0
Failed: 0
Reviewed: 458
% Failed: 0.0
Basic Counseling
Failed: 0
Reviewed: 74
% Failed: 0.0
% Failed: 50.0
Failed: 1
Reviewed: 3
% Failed: 33.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 1
Reviewed: 3
% Failed: 33.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
PSLF
Eligibilityfor PSLF
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Consolidation
Failed: 0
Reviewed: 0
% Failed:
TLF
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Deferment
Failed: 2
Reviewed: 51
% Failed: 4.0
Failed: 0
Reviewed: 42
% Failed: 0.0
Advised the borrower hows/he applies for deferment
Failed: 0
Reviewed: 34
% Failed: 0.0
Failed: 0
Reviewed: 43
% Failed: 0.0
Forbearance
Failed: 0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 1
% Failed: 0.0
Death - identified borrower
Failed: 0
Reviewed: 1
% Failed: 0.0
Death - collected info from 3rd party
Failed: 0
Reviewed: 0
% Failed:
Death - notified the correct internal parties
Failed: 0
Reviewed: 2
% Failed: 0.0
False Certification Refund - identified an unpaid refund
Failed: 0
Reviewed: 0
% Failed:
False Certification Refund - how to obtain and send an app
Failed: 0
Reviewed: 0
% Failed:
False Certification Refund - how to complete app
Failed: 0
Reviewed: 0
% Failed:
Payments
Failed: 0
Reviewed: 53
% Failed: 0.0
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 1
% Failed: 0.0
Unknown/Misc/Other
Uknown Misc/Other
Failed: 0
Reviewed: 130
% Failed: 0.0
45827 (b)(4) (b)(B)

• Account past due. The borrower
asked for lower payment assistance. The CSRdid not offer a solution to the borrower's problem.
(b)(4) (b)(6)
• 46261,~----------------~The CSRcalled about delinquent
account. The CSRverified account information and applied forbearance with the borrower's
approval. However, the CSRfailed to review complete terms of the forbearance.
(b)(4) (b)(6)
• 46307,'---------------------'The borrower called to postpone
payments because of active-duty military service. The CSRverified account information. The CSR
provided an incomplete explanation regarding deferment for military service. Also, the CSR
failed to review DoD national service forbearance. In addition, the CSRfrequently indicated that
he was not sure about the procedures for the deferment.

(b)(4) (b)(6)
• 45827 Call has been reviewed with the
'--------------------~
representative. She was advised of how this call should have been handled and what options
she sh?r~, ~2
?b10f
offered for resol11tion
• g~~
11
b11ha•-~-w~ilie
representative. The representative has been instructed to contact the borrower to provide the
complete information in order to determine eligibility and/or pursue other options if does not
qualify for the UD.
4
• 48257 (bl( l (b)(Bl Call was reviewed with the
''--------------------~
representative. She was advised to contact the borrower back to explain the terms and
conditions of the forbearance and was advised for future calls this information must be
provided. It is not optional!
48396, (b)(4) (b)(6)
• Call has been reviewed with the
representative. She has been instructed to contact the borrower to discuss the IDR
optionfr6Q!\1~i%)atiaos and ta fi1llv exolaio the terms and c9nditions of the forbearance applied.
1
• 48984,~[_________________ ~J
Call has been reviewed with the
representative. It was determined there was no action needed on this call. The borrower was
enlisting in the military, and to start basic training, therefore Janet advised PSLFfor when
employment begins. The borrower was not eligible for Military Deferment, and would not have
known if being shipped out for Operation or not. Also, borrower was not eligible for DOD
forbearance, due to no DOD repayment at this time.
• 49002, (b)(4) (b)(6) Call was reviewed with
representative. She was provided additional training regarding the DOD forbearance that
should have been offered and provided a copy of the form for study. She was also advised that
the UD option was inappropriate for this situation.
• 49016, (bl( 4 l (b)(B) Call has been reviewed with the
'-------------------~
representative. She has been instructed to contact the borrower to provide the terms and
conditions of the forbearance as well as provide accurate information regarding e-
correspondence.
Failed: 0
Reviewed: 34
% Failed: 0.0
Offered Forbearance
Failed: 0
Reviewed: 35
% Failed: 0.0
Failed: 3
Reviewed: 29
% Failed: 10.0
Failed: 1
Reviewed: 28
% Failed: 4.0
Failed: 2
Reviewed: 4
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
0% interest
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
% Failed: 0.0
Failed: 0
Reviewed: 2
Reviewed: 1
% Failed: 0.0
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Failed: 0
Reviewed: 0
% Failed:
Failed: 1
Reviewed: 2
% Failed: 50.0
Failed: 0
Failed: 0
Reviewed: 1
% Failed: 0.0
IDR
Failed: 0
Reviewed: 87
% Failed: 0.0
Failed: 0
Reviewed: 42
% Failed: 0.0
Failed: 0
Reviewed: 34
% Failed: 0.0
How to Apply
Failed: 0
Reviewed: 92
% Failed: 0.0
Reviewed: 10
% Failed: 0.0
Failed: 0
Reviewed: 31
% Failed: 0.0
Failed: 0
Reviewed: 10
% Failed: 0.0
Failed: 1
Reviewed: 13
% Failed: 8.0
Failed: 7
Reviewed: 27
% Failed: 26.0
Loan Discharge
Failed: 0
Reviewed: 0
% Failed:
Death - gave address for death certificate
Failed: 0
Reviewed: 1
% Failed: 0.0
Death - identified circumstances
Failed: 0
Reviewed: 0
% Failed:
False Certfication - agent identified that borrower may be eligible
Failed: 0
Reviewed: 3
% Failed: 0.0
False Certification - how to obtain and send app
Failed: 0
Reviewed: 2
% Failed: 0.0
False Certification - how to complete app
Failed: 0
Reviewed: 56
% Failed: 0.0
Failed: 0
Reviewed: 90
% Failed: 0.0
Failed: 0
Reviewed: 58
% Failed: 0.0
Credit cards accepted in emergencies
Failed: 0
Reviewed: 52
% Failed: 0.0
Consolidation
Failed: 0
Reviewed: 1
The CSRcalled the borrower but was unable to help and not prepared for the call. The CSR
ended the call by saying he needed assistance form his supervisor.
4
• 48251 (bl( l (b)(Bl The borrower called about their
''--------------------~
account. The CSRverified account information. Also, the CSRreviewed unemployment
deferment and IDR options. The CSRsent unemployment deferment form (renewal), IDR
application and PSLFinformation. However, the CSRprovided an incomplete review of eligibility
for an unemployment deferment.
48257, (bl( 4 l (b)(B)

account. The CSRverified account information and shared the bank account information is being
rejected. The CSRapplied a general forbearance with the borrower's approval. However, the
CSRfailed to review terms.
48396, (b)(4) (b)(6)

• The borrower called about their
delinquent account and IDR status. The CSRverified account information and shared tax forms
are needed. However, the CSRapplied a general forbearance instead of resolving issue with tax
forms under an IDR plan. Also, the CSRfailed to completely review terms of the forbearance.
• l
(b)(4) (b)(6)
48984,~------------------~The
I
borrower called about
postponement of payment and PSLF.The CSRverified account information, and reviewed PSLF
and grace counseling. However, the CSRfailed to review military benefits, such as DoD national
service forbearance, to postpone payment.
(b)(4) (b)(6)
• 49002,'----------------------'The CSRcalled about delinquent
account. The CSRverified account information and applied an administrative forbearance to
bring the account current. Also, the CSRincorrectly pre-qualified the borrower for an
unemployment deferment. Further, the CSRfailed to review the DoD national service
forbearance for active duty military personnel.
• l(b)(4) (b)(6)
49016,L=~~~~~-=~---~--~---,-'The
I
CSRcalled about delinquent
account (PLUS).The CSRverified account information and sent a statement by regular mail.
Also, the CSRapplied a general forbearance to bring the account current. However, the CSR
failed to review terms of the forbearance. In addition, the CSRindicated borrowers are assigned
to e-mail for correspondence and the borrower must opt out to receive correspondence by
regular mail.
(b)(4) (b)(6)
• 46163, The CSRcalled about delinquent
'-------------------·
account. The CSRverified account information and reviewed account status. The CSRapplied a
general forbearance with the borrower's approval to bring the account current, but failed to
review terms. Also, the CSRfailed to review deferment and IDR options.
• 46163 (bl(4l (b)(Bl Ian is no longer with OSLA. I have

''----------------------'
assigned this to another representative. The Rep will contact the borrower to offer the
additional assistance not provided by Ian.
4
• 46261,rl( l (b)(Bl ~Ian is no longer with OSLA. I have
assigned this call to another representative to call and explain the terms and conditions of the
forbearance previously applied.
46307 rl( 4l (b)(B)
• ~There is never an excuse for an
OSLA representative to advise a borrower that they are unsure about an option or procedure
surrounding that option. We have a One Note tool that has all of that information at the click of
a button to verify any information they may be unclear about. This call has been reviewed with
the representative and instruction has been provided as to how this call should have been
handled and what he needs to do for future calls should he have uncertainty regarding
information he is providing. He has been instructed to contact the borrower back for
clarification. A trainer will be with him as he walks the borrower through this information.
FSA has no additional comments and accepts the response provided by OSLA.
This presentation. documem or report and analyses are pro'11ded for lnternal·Use Oniy and may not be shared outside of Federal
Student Aid w1thoot the pe1m1ssmn of FSA·Opera/lons Se1'11ces This presentation. docu1T?ent.report or analysis was created to a.id tl1e
Servicer: OSLA
Review Period: 9/20/2017-10/16/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 "'
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
11
~----.-c1-,-.,-s-,-,-"-.---~I rl--,,-.-,.-,.-~
63112, (b)(4) (b)(6)

• The borrower called for a
forbearance. The CSRverified account information. The CSRpre-qualified the borrower for
mandatory forbearance and sent a forbearance application. However, the CSRfailed to review
IDR options given the borrower has no earned income.
4I_(_bl_(
63126,L(b_l(_ 5_I___________________ _,Borrower called in with
•
3rd party mediator to indicate that he was currently in school and requesting in school
deferment. 3rd party dropped borrower from line prior to sending deferment application. Call
escalated because CSRindicated to 3rd party that forbearance will be applied onto borrower's
account. Borrower should have been on the line while forbearance is being submitted & applied.
63142, (b)( 4 ) (b)(B)

• The borrower called about TEACH
grant and an in-school deferment. The CSRupdated and verified account information. The CSR
was not familiar with the TEACHgrant. The CSRsent an in-school deferment form which is to be
completed and returned.
(b)(4) (b)(6)
• 63566,',------,----~-,-------,--------,-'The borrower called about loan
consolidation. The CSRverified account information and provided contact information for loan
consolidation. Also, the CSRapplied a forbearance to postpone payment and keep the account
current. However, the CSRfailed to indicate if the interest on the forbearance is capping or non-
capping.
67718, (b)(4) (b)(6)

account. The CSRverified account information. Also, the CSRreviewed IDR options and pre-
qualified the borrower under an IDR plan. The CSRsent an IDR application which is to be
completed and returned with income verification. Also, the CSRapplied an administrative
forbearance to bring the account current and allow time to submit IDR information. However,
the CSRfailed to indicated if the interest on the forbearance is capping or non-capping.
• l
(b)(4) (b)(6)
67731,....,~~=-~~~--~~--~-~----,~The
I CSRcalled about delinquent
account. The CSRverified account information and sent another IDR application for renewal.
Also, the CSRapplied administrative forbearance to bring the account current and allow time to
submit the IDR application. However, the CSRfailed to indicate if interest on the forbearance is
capping or non-capping.
(b)(4) (b)(6)
• 67784,....,_________________ ~ The CSRcalled about delinquent
account. The CSRverified account information. The CSRapplied administrative forbearance to
bring the account current with due date change. Also, the CSRsent auto-debit information.
However, the CSRfailed to indicate if interest on the forbearance is capping or non-capping.
67826, (b)(4) (b)(6)

account. The CSRverified account information. The CSRshared the borrower was not eligible
under an economic hardship deferment. The CSRexplained the IDR and sent an IDR application.
Also, the CSRapplied administrative forbearance to bring the account current and allow time to
submit the IDR application. However, the CSRfailed to indicate if interest on the forbearance is
(b)(4) (b)(6)
• 67847,....,____ ---,--------,-----,----~The borrower called for military
deferment. The CSRshared to submit military orders. The CSRverified account information.
However, the CSRfailed to completely review military, SCRAand PSLFbenefits.
• 67848, (bl(4l (b)(Bl The borrower called about setting

up auto-debit process. The CSRupdated and verified account information. The CSRindicated the
auto-debit process can't be set up until the loan is in repayment status. The CSRemailed the
auto-debit form to the borrower. However, the CSRfailed to review military, SCRAand PSLF
benefits.
67849, (bl( 4l (b)(B)
• The borrower called regarding
getting account current with military student loan payments. The CSRreviewed account with
the borrower. The CSRsent a mandatory forbearance form to the borrower and accepted a
payment. However, the CSRfailed to review military, SCRAand PSLFbenefits.
(b)(4) (b)(6)
• 67850,~-------------------~The borrower called about their
online account access. The CSRverified account information and assisted the borrower with
their on line access. The borrower indicated being deployed soon and keeping account current.
The CSRprovided information to submit military orders requesting a military deferment.
However, the CSRfailed to review other military, SCRAand PSLFbenefits.

(b)(4)(b)(6)
63112, This is a PLUSaccount and not eligible for
IDR.
~------------------~
63126 (bl(4l (b)(B)
this issue has been addressed
with the representative.
63142 (bl(4l (b)(B)

Additional training regarding the Teach
Grant has been provided to this representative.
63566, (bl(4l (b)(B)

This has been addressed with this
representative. The account currently has been paid in full.
67718 (b)(4)(b)(6)
The representative has been instructed to
~------------------~
contact the borrower to explain the terms and conditions of the forbearance that was processed.
(b)(4)(b)(6)
67731,~-----------------~ The representative has been instructed to
4
67784 (bl( l (b)(Bl The representative has been instructed to
'~---------.,-----.,--.,---~
4
·~-------------------~
(b)(4)(b)(6)
67847,~ ___________________ _,The representative has been advised to
contact the borrower back to discuss the options not fully discussed during the initial call.
(b)(4)(b)(6)
67848, This was a FFELPaccount. The borrower
~-------------------~
already had the SCRAdiscount applied to their account. Account is not eligible for PSLF.
(b)(4) (b)(6)
67849, Interest rate is currently under 6% so there
~-------------------~
was no need to discussSCRA.This is a FFELPaccount. Borrower has no additional loans for consolidation
consideration with DL and is not eligible for PSLF.
4
67850 (bl( l (b)(Bl The borrower's interest rate was under
''------------------------'
6%. There was no reason to discussSCRAhowever, she should have advised of PSLF.She has been
instructed to contact the borrower back to offer information not previously discussedin the initial call.
FSA has reviewed all responses and requests an additional review for the below comment:
OSLA states, for review ID 63112 that since the borrower has PLUS loans they are ineligible for
IDR; however, this is not true. The borrower may be eligible for the Income Contingent
Repayment under the Income Driven Repayment plans if he/she were to consolidate their
loans.
OSLA provided the following response:
The representative did not discuss this option with the borrower because it has been previously
discussed with him. He has at this time not pursued that avenue. I will have the representative
contact the borrower again to see if he is interested in pursuing that option.
Student Aid w1/!,out the pemJJssior;
of FSA·Operat1ons Services This prese,,tat1on. documer;/_ report or 1malys1s w1<screated to 8/d //;e
Servicer: OSLA
Review Period: 1/17/2018 - 2/15/2018
OBJECTIVE
METHODOLOGY
• 606 random accounts are selected for in-depth call monitoring review. If necessary, additional
SUMMARY
CALLS SUMMARY
Passed Calls: 320

78129, (bl( 4l (b)(B)

• The borrower called about online
account access and postponement of payments. The CSRverified account information and
applied a due date change with an administrative forbearance to postpone payments. Also, the
CSRsent an in-school deferment form which is to be completed and returned. The CSRreviewed
online account access. However, the CSRfailed to indicate if the interest on the forbearance is
(b)(4) (b)(6)
• 78251,~===-.,,-,-=,,,-==-,,.-=======,-,-=clThe borrower called to postpone
current payment. The CSRverified account information and indicated the account is current.
The CSRapplied a holiday forbearance to postpone payment. However, the CSRfailed to explain
terms of the "holiday forbearance.''
4
• 79441, (bl( l (b)(Bl A third party call with the borrower
about account. The CSRverified account information. The CSRbased the pre-qualification on the
third party and sent an IDRapplication. The CSRapplied an administrative forbearance but failed
to review terms. The CSRseemed to be unfamiliar with the IDRprocess.
l (b)(4) (b)(6)
• 79823,~--=~--------------..,..The
I CSRcalled about delinquent
account. The CSRapplied an administrative forbearance to bring account current and postpone
payment. However, the CSRfailed to review terms of the forbearance.
(b)(4) (b)(6)
• 79860, The CSRcalled about delinquent
accoun•~t-.
""e"7"°'v"e~r~,
"1e"'"a~c~c~o~u~n~t'1~n"o~r~m~a~tT.1o~n'""a~n"'t""e"'o~r~ro~w•er
promised to make a payment.
Also, the CSRapplied a due date change to bring the account current. However, the CSRfailed to
review the terms of how the account was brought current (administrative forbearance--capping
or non-capping).
79948, (b)(4) (b)(6)
• The borrower called about the
military ma ing oan payments. e ven 1e account in ormation and explained the account
is in grace period. The CSRwas not familiar with military benefits (there are situations where a
borrower can get the military to make payments). Also, the CSRfailed to review military, SCRA
and PSLFbenefits.
(b)(4) (b)(6)
• 79949, he borrower called about
submitting m11tary or ers. e ven 1e account in ormation and provided contact
information to submit military orders to request military deferment. However, the CSRfailed to
review all military, SCRAand PSFLbenefits.
(b)(4) (b)(6)
• 80236~-------------------~The borrower called about their
delinquent account. The CSRupdated and verified account information. The CSRapplied a
general forbearance to bring the account current and postpone payments. The CSRsent an in-
school deferment form because of the borrower's return to school. However, the CSRapplied
the general forbearance with the borrower's parent instead of the borrower and the interest on
the forbearance was not identified as capping or non-capping.
78129J~l/6l
lrhe representative has been advised to contact the borrower back to discuss the terms
and conditions of the forbearance placed on the account.
78251,~The representative has been advised to contact the borrower back to discuss the terms
(b)(4) (b)
79441 (6) this call has been reviewed with the representative. She understands the IDR process
and how she should have handled this call. She has also been instructed to contact the borrower back to
discuss the terms and conditions of the forbearance placed on the account.
(b)(4) (b)
79823 (6) The representative has been advised to contact the borrower back to discuss the terms
4
79860,l;~l( l (bl IThe representative has been advised to contact the borrower back to advise that the
account was brought current with the forbearance and to discuss the terms and conditions of the
forbearance processed.
l(b)(4) (b)(6)
79948,"· ~-~---~is
I
no longer with OSLA-One of our group leaders has contacted borrow to
advise of qualifications for military deferment. Interest rate is currently less than 6% so no adjustment
was needed to his rate. Provided contact information in order for him to have his DODform completed
for military repayment. Borrower was not interested in PSLFoption.
4
79949,l/~l( l (bl !Representative contacted borrow to advise of qualifications for military deferment.
Interest rate is currently less than 6% so no adjustment was needed to his rate. They discussed PSLF
options.
~(b~)(4~)~(b~)
80236, (6) he representative was instructed to contact the borrower to advise of the forbearance
processed and to discuss the terms and conditions of the forbearance to allow them the opportunity to
have it removed and to explore additional options.
FSAhas no additional comments and accepts the responses provided by OSLA.
T/11sprcsenW/1on. document or rcpor/ dnd analyses arc provided /or inrcmdi Use Only dnd may nor be s/1ared ours1de o/ Federal
Student Aid w1thoot the pe1m1ssmn of FSA-Opera/Ions Se1v1ces This presentation. docu1T?ent.report or analysis was created to a.id tl1e
Dcpdr/menr of Educd//011 comply L'li/111/slegal ob/1ga/!Onlo col/cc/ federal s/udcnl loan deb/. Tlwsc work produe/s may also be used lo
Servicer: OSLA
Review Period: 3/13/2018 - 4/13/2018
Final Report Date: S/22/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 85

• 84713, (bl(4l (bl(6l The borrower wanted to make a

~=~=--~~~--~---~----=~'"'
payment. The CSRverified the borrower information. The CSRtold the borrower the past due
amount. The CSRverified the payment amount. The CSRprocess the payment. *The borrower
payment didn't cover the past due amount. The CSRfailed to probe the borrower if they need
help or when they were able to submit a payment to cover the past due.
1
84720, ~(b-l(_' 6_1_______________
_(b_l~( ,,,. A third party called on behalf of
•
the borrower. The third party wanted to make a payment. The CSRverified the borrower
information. The CSRprocess the payment. * The third party made a payment for the borrower;
however, they used the borrower banking information. The borrower was not on the call to
confirm the payment. The CSRdidn't verify the third party information.
4 5
• 84768,L(b_l(_l~(-bl_(
~l-----------------'A third party called on behalf of the
borrower. The third party wanted to make a payment. The CSRprocess the payment with
account information on file. However, the CSRdidn't verify if the account belong to the third
party or the borrower.
4 5
• 85057, (bl( )(bl( l The borrower advised they received
documentation from another representative. The borrower wanted to know if they need to
submit an application per loan. The CSRdeclined. The CSRadvised if they have additional loans
with another servicer they need to submit another application. The CSRverified they have two
loans with OSLA. However, the CSRcould have referred the borrower NSLDSto verify they didn't
have additional loans with another servicer. The CSRdidn't verify the name of the application.
• 61________________
85066,c(b~)~('~I
~(b~)(~ The borrower advised they completed
0
the PSLFapplication. The borrower wanted to submit the documentation and wanted to verify
the address. The CSRprovided the borrower OSLA address. The borrower wanted to know if
they should continue to submit payments. The CSRagreed. The borrower wanted to know the
processing time. The CSRtold the borrower PSLFcould take a couple months. However, the CSR
told the borrower it could take Nelnet a month to clear the borrower. The CSRcould have
provided the borrower PHEAA information. The CSRdidn't verify the borrower information.
4
• 85101, (bl( l (b)(B) The borrower had an issue with
web access. The CSRverified the borrower information. The CSRadvised the account was 4 days
past due. The borrower advised they need to submit a payment and need 1098-E information.
The CSRadvised the copy of the 1098-E form was submitted yesterday; however, they were able
to provide the information over the phone. The CSRadvised they unlocked the account. The
borrower wanted to make a $200 payment. The CSRprocess the payment. The borrower
request to have the 1098-E form emailed. The CSRsubmitted a request to have a copy emailed;
however, the CSRprovided the borrower the information over the phone. The CSRtold the
borrower the last four digits the bank account number instead of the borrower verifying the
information.
(b)(4) (b)(6)
• 85105,~-------------------~The borrower wanted to suspend
the payments. The CSRverified the borrower information. The borrower wanted to suspend the
payments for a year. The CSRtold the borrower the forbearance terms. However, the CSRdidn't
qualify the borrower for deferment. The CSRfailed to inform the borrower about the IDR plan.
l (b)(4) (b)(6)
84713,•~-~~~~-~~-~~~~~~---~ The representative has been instructed as
I
to how this call should have been handled. We have contacted the borrower and her account is now
current.
84720, (b)(4) (b)(6) The representative has been counseled on

rd
proper procedures with regard to 3 party payments.
(b)(4) (b)(6)
85057,'--------------------'Representative has been counseled as to
how this call should have been handled and the information that should have been provided to the
borrower.
4
84768 (bl( l (b)(Bl The representative has been counseled on
·~-----------~--------~
proper procedures with regard to 3 party payments.
rd
85066, (b)(4l (b)(B) Nick is no longer employed with us. We have

been in touch with this borrower since the initial call. The borrower has been provided all of the
information that this rep failed to provide during the initial call.
l
(b)(4) (b)(6)
85101•~---~-~~-~~~~---~-~~The
I
representative has been reminded that
the customer must supply the last 4 of the account number rather than providing to them.
4
·~---------------------"
contact the borrower to discuss deferment options that may be available to them instead of the
forbearance. They are not eligible for an IDR plan because it is a PLUS loan.
FSA has no additional comments and accepts the responses provided by OSLA.
T/;1.spre.senla/1on. document nr repnrt arni 1maiyses are provided for /,,ter,,a/.LJ.se Only and rm,y ,,at be shared out.side of Federal
Servicer: OSLA
Review Period: 2/16/2018 - 3/12/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 150

Actual Score: 100%
There were no Servicing Opportunity Calls for the month of January 2018.
Very excited to see the 100% pass for this month. Our Loan Management Team will be very happy.
Thank you so much!
Department of Educatmn comply w,t/; 1/s legal r,b/1gatmn lo coi!ec! federal s/uder;/ iwm deb/. These work products m1<yalso be used lo
inform tl1e creationof future Department and FS;', policies
Servicer: OSLA
Review Period: 8/16/2017 - 9/19/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls:
11 "'
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl==,=,=,===:
11
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-.-.,-,-%-~
60379, (b)(4) (b)(6)

• The borrower called about
forbearance. ec1cledto re-send the mandatory
forbearance form. After the CSRreturned from a hold situation related to the forbearance form,
the call terminated. However, given the borrower is not employed, the CSRshould have
reviewed benefits under IDR renewal before sending the forbearance form. It appears there is a
servicer policy to send a mandatory forbearance in a situation like this (unemployed), rather
than reviewing an IDR plan.
60430, (b)( 4 l (b)(B)

• The borrower called regarding
forbearance. The CSRverified account information and then applied general forbearance, with
the borrower's approval, to postpone payment. However, the CSRfailed to review terms of the
forbearance.
60480, (b)(4) (b)(6)

• The CSRcalled to postpone
payment. The CSRverified account information and applied general forbearance with the
borrower's approval. However, the CSRfailed to review deferment and IDR options.
60587, (b)(4) (b)(6)

account. The CSRverified account information. The CSRapplied administrative forbearance with
a due date change to bring the account current. However, the CSRfailed to indicate if the
interest is capping or non-capping.
61516, (b)( 4 ) (b)(B)

account. The CSRverified account information. The CSRapplied a due date change to bring the
account current with an administrative forbearance. Also, the CSRaddressed specific questions
related to the account. However, the CSRfailed to indicate if the interest on the forbearance is
61538, (b)( 4 ) (b)(B)

account. The CSRverified account information. The CSRpre-qualified the borrower under an IDR
plan and sent the IDR application. Also, the CSRapplied an administrative forbearance (non-
capping) to bring the account current and allow time to submit the IDR application. However,
the CSRfailed to review TLF and PSLFgiven the borrower indicated being employed as a
teacher.
4
• 61684, (bl( l (b)(Bl The borrower called to postpone
payment. The CSRreviewed the borrower's status and reviewed options to postpone payment.
The CSRasked questions about the borrower's status to determine what would apply to military
personnel. The CSRreviewed grace counseling and indicated the borrower is not eligible for a
military deferment. Also, the CSRverified account information. However, the CSRfailed to
review PSLFand IDR.
61687 (b)( 4 ) (b)(B)

• The borrower called about account
information. The CSRverified account information and provided account information as
requested for a DOD payment. The CSRoffered to assist the borrower to bring the account
current, but the borrower declined. However, the CSRfailed to review military, SCRAand PSLF
benefits.
4
• 61688 (bl( l (b)(Bl The borrower called with a third
·~-----------,--------,--~
party to review account. The CSRverified account information and applied a general
forbearance with the borrower's approval to bring the account current and allow time to submit
information. However, the CSRfailed to review terms of the forbearance.
4
• 61696 (bl( l (b)(Bl The borrower called with a third
'!--------,~~=-~---,-----,--,-----,---,--!.
party about account. The CSRverified account information. The CSRwill send an IDR application
based on the third party's assessment of the borrower. Also, the CSRapplied an administrative
forbearance (non-capping) to bring the account current and allow time to submit the IDR
application. However, the CSRshould have interviewed the borrower for pre-qualification.
62558, (bl( 4l (b)(B)

• The borrower called about account
status and TLF. The CSRverified account information and indicated the account is under review
for TLF. Also, the CSRapplied a forbearance, but failed to indicate is the interest is capping or
non-capping. The CSRstopped the auto-debit draft as requested. In addition, it appears the TLF
is taking a long time to process.
62616 (b)(4) (b)(6)

account. The CSRverified account information. Also, the CSRreviewed deferment and IDR
options. The CSRpre-qualified the borrower under an unemployment deferment and sent the
deferment form. The CSRapplied an administrative forbearance to bring the account current
and allow time to submit the deferment form. However, the CSRfailed to indicate if the interest
on the forbearance if capping or non-capping. In addition, the CSRreferred to an unemployment
deferment as a forbearance.

60379, (bl( 4l (b)(B)
The representative prior to this call
discussed renewing his Income Contingent Repayment option with him. He was not interested in doing
that. Because he had used all of his regular forbearance as well as Unemployment Deferment time, his
best option in this instance was the Mandatory Forbearance. That document was sent. He has
completed the requested document and it has been placed on his account. Because the issue was
previously discussed with the borrower, this call was handled appropriately.
60430, (b)(4) (b)(6) Previous addressed-Rep contacted

borrower to provide the additional information for the interest
4
60480, (bl( l (b)(B) Previously addressed-Representative
contacted the borrower to provide the additional information she failed to provide during this call.
4
60587 (bl( l (b)(Bl Previously addressed-Rep contacted
' ~-----,-,---,----,-,,..,----,,--,---,----,--,--,--~
41 61
_ ---------------~Previously
61516,~(b_l(_ _(b_l(_ addressed-Rep contacted
41 61
61538,.(b_l(_ _(_bl_(
_ ---------------~-Previously addressed-Rep left a voicemail
for the borrower to call us back to discuss the TLF and PSLFoptions.
41 61
61684,L(b-l(_ _ --------------~Previously
_(b_l_( addressed-Herbalance is only
$2750. Rep did not go over the IDR because she did not have any information on what her income was
going to be and with her small balance her loan would have been paid off before she qualified for IDR
forgiveness or for PSLF.
4
61687,rl( l (bJ(Bl ~Previouslyaddressed-Hisinterest rate is
below 6% on all loans so there was no reason to mention SCRA.He wasn't requesting to stop his
payments all. He also stated he did not have time to go over any options to help with the account and
that he would call back. Rep tried twice to go over options and he declined both times.
(b)(4)(b)(6) I
l
61688,L_--~--~-~---~-~-----'tPreviously
been contacted to explain the terms and conditions.
addressed-The borrower has
4
61696 (bl( l (b)(Bl The representative should have verified the
·~---------------------~
information with the borrower before sending out the documents. This call has been reviewed and
discussed with him.
62558, (b)(4)(b)(6)
OSLAsubmitted this borrower's application
for TLF forgiveness on 5/24/17. It was finally approved by FSAon 8/1/17. It has been applied to his
account and he has a zero balance. We agree that it did take a long time. The representative has been
advised that she should have discussed the capping/non-capping issue regarding the forbearance.
(b)(4)(b)(6)
l
62616,L---,-,,.-----,,,---,-----,-----,----,--,--,-,----,-,,-----,~This
I
call has been reviewed with the
representative. She has been instructed to contact the borrower back to discuss the capping/non-
capping forbearance issue. She is also aware that she misspoke regarding the deferment.
FSAReview and FinalResults
Student Aid w1/!,out the pemJJssior; of FSA·Operat1ons Services This prese,,tat1on. documer;/_ report or 1malys1sw1<screated to 8/d //;e
Servicer: OSLA
Review Period: 7/24/2017 - 8/15/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 11 ,,,
:===T='="='=C=a=lls='='=a='"="='='·===:I
cl===,,=,===:
~----.-c1-,-.,-s-,-,-"-.---~I rl--,-,-.,-,-%-~
• 55302 (bl(4l (b)(Bl The borrower called about their

·~------------------~
account and loan forgiveness. The CSRverified account information and reviewed account
status. However, the CSRfailed to review loan forgiveness options.
4
• 55314 (bl( l (b)(Bl The borrower called about their
·~--------------------·
account (PLUS) and online account access. The CSRverified account information and sent
procedures for online account access. Also, the CSRreviewed the account status and applied
general forbearance to bring the account current. However, the CSRfailed to review terms of
the forbearance.
57041, (b)(4) (b)(6)

the borrower under an IDR plan and sent the IDR application. Also, the CSRapplied an
administrative forbearance to bring the account current and allow time to submit the IDR
application. However, the CSRfailed to indicate if the interest on the forbearance is capping or
non-capping.
(b)(4) (b)(6)
• 57053,~-------------------~The borrower called about their
account. The CSRverified account information and reviewed the account status. The CSR
applied general forbearance to bring the account current, but failed to indicate if the interest is
capping or non-capping. In addition, the CSRdissuaded the borrower from making a payment
and the CSRshould have referred the borrower to the school regarding the program's eligibility
under an in-school deferment.
4
• 57124, (bl( l (b)(Bl he CSRcalled about delinquent
account PLUS . T e CSRveri ie account in ormation an applied administrative forbearance to
bring the account current. Also, the CSRsent an in-school deferment form which is to be
completed and returned. However, the CSRfailed to indicate if the interest on the forbearance
is capping or non-capping.
(b)(4) (b)(6)
• 57139,~-----------------~The CSRcalled about delinquent
account. The CSRverified account information and changed due date to bring the account
current with forbearance. However, the CSRfailed to indicate if the interest on the forbearance
is capping or non-capping.
57144, (b)( 4 l (b)(B)

account. The CSRupdated and verified account information. Also, the CSRchanged the due
date to bring the account current with a forbearance. However, the CSRfailed to indicate if the
(b)(4) (b)(6)
• 55411,
~--~-~----~-~-~-----~
during the greeting. Account past due. Promise to pay.
The CSRdidn't give her name
58013 (b)(4) (b)(6)

• The borrower called with a third
party to pas pone paymen s. e ven 1e accoun m ormation and reviewed account status
(delinquent). The CSRapplied a general forbearance, with the borrower's approval, to bring the
account current and to postpone payments. Also, the CSRreviewed payment methods and
provided the loan balance. However, the CSRfailed to indicate if the interest on the
forbearance is capping or non-capping.
4
''--,--~==~=~=~~~~---~~-~,......,
account (reg & PLUS). The CSRsent the borrower information to renew their IDR on regular
account. The CSRapplied an administrative forbearance on the accounts, but only the regular
account is brought current. The forbearance will allow time to submit the IDR application with
income documentation. However, the CSRfailed to indicate if the interest on the forbearance is
capping and non-capping.
• 58161, (bl(4l (b)(6l The borrower called about school

0e"'a"n""v7.e»r~,
closure•L_-n;;e,r""~""P""a•t 0 a,tFr,0°na-'.
T.,e,,,.,a"cc~o"""n~t7,nnT.o"r~m
The CSRsent a loan discharge
application which is to be completed and returned. Also, the CSRapplied a general forbearance,
with the borrower's approval, to bring the account current and allow time to submit the loan
discharge application. However, the CSRfailed to review terms of the forbearance.

(b)(4)(b)(6)
55302, This borrower has returned to school. The
~------------------~
representative has been advised to contact the borrower to discuss the different forgiveness options
that may be available to her once she gets out of school.
4
55314 (bl( l (b)(Bl The CSRhas been instructed to call the
'~--------------------~
borrower back and explain about capping/non-capping interest.
(b)(4)(b)(6)
57041, Previously addressed-The CSRhas been
~------------------~
instructed to call the borrower back and explain about capping/non-capping interest.
57053, (b)(4)(b)(6)
Previously addressed-The CSRhas been
instructed to call the borrower back and explain about capping/non-capping interest. She has been
advised as to how the call should have been handled for future.
4
57124 (bl( HbJ(Bl Previously addressed- The CSRhas been
'~-------------------~
(b)(4)(b)(6) I
l
57139,L~-~~~---~~-~-~~~-_,tPreviously addressed-The CSRhas been
(b)(4)(b)(6)
57144~-----------------~·Previously addressed-The CSRhas been
55411, (bl(4l (b)(B)

The representative has been advised that
she is "always" supposed to provide her name at the beginning of each call.
58013, (b)(4)(b)(6) This call has been reviewed with the

representative. She has been advised to contact the borrower to advice of the capping/non-capping
issue. She has also been advised the importance of discussing this anytime any type of forbearance is
processed on the account.
4
58073 (bl( l (b)(Bl This call has been reviewed with the
'~---------------------~
representative. She has been advised to contact the borrower to advice of the capping/non-capping
issue. She has also been advised the importance of discussing this anytime any type of forbearance is
processed on the account.
58161, (b)(4)(b)(6) Previously addressed-Representative

contacted the borrower to provide the additional information regarding the terms of the forbearance
that was processed.
FSA has no additional comments and accepts the response from OSLA.
Servicer: OSLA
Review Period: 4/16/2018 - 5/7/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 103


4
• 85644, (bl( l (b)(Bl Borrower called to request
postponement of payments. CSRfailed to offer lower payment options but placed forbearance
on account.
(b)(4) (b)(6)
• 85647,~-------------------~Borrower called to inquire about
remedying delinquency on account. Borrower does not have forbearance time remaining. CSR
failed to offer lower payment and deferment options. CSRalso failed to advise of delinquency
status. Borrower made promise to pay and CSRadvised borrower to change due date to bring
account current.
4
• 85888, (bl( l (b)(Bl Borrower was contacted regarding
delinquency. Borrower indicated they were awaiting VA payment in full. CSRfailed to provide
delinquency status, upcoming payment, and ask for full past due amount. CSRalso failed to offer
lower payment options, deferment options, and read forbearance script.
(b)(4) (b)(6)
• 85655,~-------------------~Borrower called to inquire about
remedying delinquency on account. CSRadvised of delinquency status but failed to offer lower
payment and deferment options. Borrower does not have forbearance time remaining.
Borrower made payment and changed due date to bring account current.
(b)(4) (b)(6)
• 85894,~-------------------' Borrower was contacted regarding
delinquency. CSRadvised of delinquency status and asked for full past due amount. Borrower
request postponement of payments. CSRfailed to offer deferment options. CSRplaced
forbearance on account but failed to read script.
(b)(4) (b)(6)
• 85687, =c-a=================-c'Borrower was contacted regarding
7
delinquency. Borrower indicated that they were unable to make payment. CSRfailed to provide
delinquency status, ask for full past due amount, and offer lower payment options. However,
CSRplaced non-capping forbearance on account and offered deferment options.
(b)(4) (b)(6)
• 85689.~------~--~-~----=~--'Borrower was contacted regarding
delinquency. Borrower indicated that they were unable to make payment. CSRfailed to provide
upcoming payment, and offer lower payment and deferment options. However, CSRplaced
forbearance on account.
• j (b)(4) (b)(6) I
85699~.---------~----------' Borrower was contacted regarding
delinquency. Borrower disputed loan legitimacy and indicated they were TPD. CSRbecame
combative with Borrower and recording terminated. CSRfailed to mention, during the
exchange, that the borrower could be eligible for TPD.
(b)(4) (b)(6)
• 87283,~-------------------~ Borrower was contacted to discuss
account. CSRfailed to offer lower payment options before offering deferment after borrower
indicated they were on a fixed income and would like to setup a payment plan. CSRalso placed
non capping forbearance on account.
(b)(4) (b)(6)
• 87289
~-------------------~
, Borrower was contacted regarding
delinquency. CSRfailed to advise of delinquency amount, upcoming payment, and failed to ask
for full past due amount. Borrower indicated they could afford payment amount and CSR
changed payment due date. CSRplaced forbearance on account to bring account current.

(b)(4)(b)(6)
85644,~-------------------' Representative has been instructed to
contact the borrower back to discuss other options she failed to offer during the initial call.
4
85647 (bl( l (b)(Bl CSRhas been instructed to contact the
·~---------------------~
borrower back to discuss other options she failed to offer during the initial call.
41 61
85888, (b-l(__(-b-)(_ ________________ ~This representative is no longer employed
0
with OSLA. One of our leaders will be contacting this borrower back to discuss these options.
(b)(4)(b)(6)
85655,~---------------------'Representative has been instructed to
contact the borrower back to discuss other options she failed to offer during the initial call.
85894, (b)(4)(b)(6)
Representative has been instructed to
contact the borrower back to discuss other options and to advise of the interest cap for forbearance
previously processed.
(b)(4)(b)(6)
85687~-------------------~This representative is no longer employed
with OSLA. One of our leaders will be contacting this borrower back to discuss this account fully.
85689, (b)(4)(b)(6) his representative has been counseled and

has been advised to contact the borrower back to discuss the information she failed to provide during
the initial call.
85699, (b)(4) (b)(B)

This call has been reviewed with the
representative and advised how it should have been handled. One of our leaders will be contacting this
borrower back to TPD option.
(b)(4)(b)(6)
87283, This representative has been counseled and
~-------------------~
has been advised to contact the borrower back to discuss the information she failed to provide during
the initial call.
(b)(4)(b)(6) L
l
87289,~-,,---,----,---,--,---,,,.,---.,,,--,,-,-,-----,~1' his representative is no longer employed
with OSLA. One of our leaders will be calling this borrower back to further discuss information not
discussed during the initial call.
S!uden! Aid w1//10urthe permission of FSA Operations Services This presenld/1011.documenl reporl or ,1na/ys1swds creared ro aid //JC
Servicer: OSLA
Review Period: 12/19/2017 - 1/16/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 124


(b)(4) (b)(6)
• 76127 , ~---,---,------,--,--,----,,,-,---,--c,----,=~The borrower cal led to postpone
payments and get loan consolidation information. The CSRverified account information and
applied forbearance with the borrower's approval to postpone payments. The CSRprovided the
contact information for a loan consolidation. However, the CSRdid not review deferment
options and was vague with IDR options (nothing about loan forgiveness with IDR). Also, the
borrower indicated employment as a teacher, but there was no review of TLF and PSLF.
• The borrower called about loan

consoli;~a"t,~o~n~a~n"'"~ac~c~e~s~s",
n"g~o~n;;,:;,n~e""a~cc~o~u~n~t~.~,e"'a
account information and reviewed
'l'h~e7''15"v~e~,~,
account status. Also, the CSRreviewed repayment options, but failed to provide correct
information about loan consolidation.
(b)(4) (b)(6)
• 76470,'---,----,---,-------,------,------,--,-' The CSRcalled about delinquent
account and verified account information. The CSRapplied a general forbearance with the
borrower's approval to bring the account current and postpone payments with the
understanding payments will resume once the forbearance expires. However, the CSRfailed to
review IDR options.
(b)(4) (b)(6)
• 76507,~-----------------~The CSRcalled about delinquent
account. The CSRchanged the due date cycle with an administrative forbearance to bring the
account current with the understanding payments will resume once the forbearance expires.
The CSRindicated other options could be reviewed at a later date, but it appeared the borrower
was pressured to accept the recommendation. In addition, the CSRfailed to indicate if the
76520 (b)(4) (b)(6)

the borrower under an IDR plan and sent an IDR application. Also, the CSRsent contact
information about the TPD program as requested by the borrower. However, the CSRbrought
the account current but failed to review terms.
4
• 76893, (bl( l (b)(B) The CSRcalled about delinquent
account (PLUS).The CSRindicated the economic hardship deferment has not been received and
sent another EHD form. The CSRapplied another administrative forbearance to bring the
account current and allow time to submit the EHD form. However, the CSRfailed to indicate if
the interest on the forbearance is capping or non-capping.
(b)(4) (b)(6)
• 76904,~,,......,.~-=--,----,-.,.--,----,,----,-.,,..,The CSRcalled about delinquent
account. The CSRverified account information. Also, the CSRapplied a forbearance when the
borrower indicated being unemployed and requested a deferment. In addition, the CSRfailed to
review deferment and IDR options. This borrower was not provided the best response to their
situation.
(b)(4) (b)(6)
• 76522,'-------,-------,--------' he CSRcalled about delinquent
account. The CSRverified account information and pre-qualified the borrower under an
economic hardship deferment (EHD). The CSRsent an EHD application. The CSRapplied an, the
CSRfailed to review IDR options with loan forgiveness based on the borrower's income.
administrative forbearance (non-capping) to bring the account current and allow time to submit
the deferment application. However
4
'~=-....,=--.,.,,-,----,--,--,----,-----,....,.---,-~
account. The CSRverified account information and the borrower indicated a recent payment
was made. The CSRconfirmed payment received (but it was late) and the CSRmade a due date
change to bring the account current. However, the CSRfailed to review how the account was
brought current.
(b)(4) (b)(6)
• 76554,~-------------------~The CSRcalled about delinquent
account. The CSRverified account information and sent another form. The CSRindicated the
account was brought current to allow time to submit IDRinformation. However, the CSRfailed
to explain how the account was brought current with the "courtesy."
--
76127,~====~=====~========~,I'
1
khis call was reviewed
.. with the
representative and instruction was provided as to how this call should have been handled. She has been
instructed to contact the borrower back to provide the additional information that she failed to provide
during the initial call.
76081 ,._ ______________

(b)(4)(b)(6)
~
This call was reviewed with the
representative and instructed on how this call should have been handled as well as additional training
on information that should have been provided with regards to consolidation. He has been instructed to
contact the borrower to provide clarification of the Loan Consolidation process.
(b)(4)(b)(6)
76470, this call has been reviewed with the
'---~-~---~-~-~-~
representative. She has been advised of how the call should have been handled and instructed to
contact the borrower back to determine if IDRwill be a good option for them.
(b)(4)(b)(6)
76507,~-------------------~This call has been reviewed with this
representative. She has been instructed as to how the call should have been handled and that options
should have been discussed with the borrower at the time of the call. She also understands how her
counseling was presumed as "pressure" to accept what she had chosen for the customer rather than
exploring options and allowing them to make that determination. She has been instructed to contact the
borrower back and explore all options available to them.
76520, (b)(4)(b)(6) he representative has been instructed to
contact the borrower back to discuss the terms and conditions of the forbearance placed on the account
and also advised that it is a requirement to provide this information with each forbearance processed.
76893 (bl(4l (b)(Bl The representative has been instructed to

'~-------,----,----,-----~--,-~
contact the borrower back to discuss the terms and conditions of the forbearance placed on the account
and also advised that it is a requirement to provide this information with each forbearance processed.
(b)(4)(b)(6)
76904,'-------------------'This call was reviewed with the
representative and instructed as to how this call should have been handled and the options that they
failed to review with the customer. He has been instructed to contact the borrower back to provide the
additional information he failed to provide during the initial call.
76522, (b)(4)(b)(6)
representative and has been instructed to contact the borrower back to discuss the IDRoption that may
be available to them.
76532, (b)(4l (b)(B) This call was reviewed with the
representative. She was instructed to contact the borrower back to advise of the forbearance placed on
the account and also to discuss the terms and conditions of the forbearance that was processed.
76554 (bl(4l (b)(Bl The representative was counseled on how

'.'-c---,-,.,-----,---,--,,--,---,-,------,---~
this call should have been handled and instructed to not use the term "courtesy" in place of
forbearance. He was also instructed to contact the borrower back to advise of the forbearance placed
on the account as well as the terms and conditions of the forbearance.
This presenta/lon. document or 1eport and analyses a,e p1ov1ded for lnte,nal-Use Only and 1Tlaynot be shared oots1de of Fede1ai
Servicer: OSLA
Review Period: 11/9/2017-12/18/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 335

• 71262, 4
~(b_l(_
6
1_(b_l(_
_1--------------~ The borrower called about their
account status. The CSRverified account information and reviewed account. The CSRreviewed
and sent procedures related to auto-debit process. The borrower indicated being in the military,
but the CSRfailed to review military, SCRAand PSLFbenefits.
• 72356, (bl(4l (b)(Bl A person called to dispute a loan

account. The CSRreferred the caller to the school to resolve situation. However, the CSRfailed
to review the process for false certification.
73292, (b)(4)(b)(6)
account. The CSRupdated and verified account information. The CSRapplied a general
forbearance with the borrower's approval to bring the account current and postpone payments.
73350, (b)(4)(b)(6)
account. The CSRverified account information. Also, the CSRreviewed deferment and
forbearance options. The CSRreviewed the IDR monthly payment and applied a general
(b)(4)(b)(6)
• 73573,'------,------=---------'The CSRcalled about delinquent
account. The CSRverified account information and explained the in-school deferment process
(borrower still enrolled). The CSRsent an in-school deferment form. The CSRapplied an
administrative forbearance to bring the account current and allow time to submit the deferment
form. However, the CSRfailed to indicate if the interest on the forbearance is capping or non-
capping.
• 73581,l(bl(4l (b)(Bl IThe CSRcalled about delinquent

account. The CSRverified account information. The borrower indicated intent to return to
school so the CSRapplied a general forbearance with the borrower's approval to bring the
account current and postpone payments. However, the CSRprovided an incomplete explanation
regarding repayment status when the in-school deferment is not maintained (less than half-time
status).
• 73447 (bl(4l (bl(6l he CSRcalled about delinquent

''---------------------~
account. The CSRverified account information. The CSRindicated the IDR application was not
returned and sent another one. Also, the CSRapplied an administrative forbearance to bring the
account current and allow time to submit the IDR application. However, the CSRfailed to
indicated if the interest on the forbearance is capping or non-capping.
4
• 73456 (bl( l (b)(Bl The CSRcalled about account status .
The 't,,-,,,-,,.,--,,,,-,-=,,..,.======,..,,=====c,I
individual disputed loan account and declined to verifyaccount information. The CSR
offered the individual to contact loan servicer regarding account. However, the CSRfailed to
offer other options for the borrower to determine their association with the account (NSLDSor
FSA).
(b)(4)(b)(6)
• 74168,'--------------------'The borrower called about their
account and negative credit reporting. The CSRupdated and verified account information. The
CSRdetermined military forbearance expired which put the account in repayment. No payments
resulted in account delinquency and negative credit reporting. The CSRindicated active duty
military orders are required to address the time in question to remove negative credit reporting.
However, the CSRfailed to review SCRAand PSLFbenefits.
• 74901, (bl(4l (b)(Bl The borrower called to postpone

payments. The CSRupdated and verified account information. The CSRapplied a general
The borrower plans to return to school and the CSRreviewed the in-school deferment process.
(b)(4) (b)(6)
• 75162,~-------------------~ The CSRprocessed a forbearance
but did not read the terms or conditions.
74913, (b)(4) (b)(6)

• he borrower called about their
account. The CSRverified account information and reviewed the account. The CSRreferred the
borrower to the school about how the loan was applied to their school account. The CSR
changed from e-mail to paper mail for the billing statement. Also, the CSRapplied a forbearance
to postpone payments, but failed to review terms.
4
• 75295, (bl( l (b)(B) The CSRinformed the borrower that
his account was 21 days past due and asked if his payment was affordable. The CSRapplied a
forbearance to the account, but failed to review terms.
(b)(4) (b)(6)
• 75029,~-------------------~The borrower's parent called
about the account. The CSRverified account information with the borrower. The CSRexplained
the loan amount was sent to the school to be applied to the borrower's school account and
suggested the borrower contact the school for an explanation. The CSRexplained the loan is not
accruing interest because it is a subsidized loan. The CSRindicated there is no payment until the
borrower graduates, but failed to include unless the borrower drops below half time
enrollment.
75301, (b)( 4 ) (b)(B)

• The CSRinformed the borrower
that she was 13 days past due. The borrower then stated that she could make a payment next
week. The CSRoffered the borrower a forbearance to bring the account current, but failed to
review terms.
4
71262 (bl( l (b)(Bl This call has been reviewed with the
·~-------------------~
representative. This account is not eligible for the SCRAbenefit because the interest rate is already
lower than 6%. The rep has been instructed to contact the borrower back to discuss PSLFbenefits that
were not previously provided. She has been advised how this call should have been handled so that
future calls are handled appropriately.
72356 (b)(4) (b)(6)

contact the borrower back and discuss the False Certification and also instructed on how future calls
addressing this issue should be handled.
4
''---------------------'
contact the borrower back to discuss the terms and conditions of the forbearance placed on the
account. She has also been reminded that this must be addressed with each call when forbearance is
placed on the account.
I
l
(b)(4) (b)(6)
73350,L_~~---~~-~~-~----~-~,The representative has been instructed to
(b)(4) (b)(6)
73573,
~-------------------~ Previously responded to-This issue has been
addressed with the representative. She has been instructed to contact the borrower to discuss the
terms and conditions of the forbearance placed on the account.
73581, (b)(4) (b)(B)

Previously responded to- The
representative will contact the borrower to provide the additional information not supplied during the
initial call. He was also reminded to fully discuss the qualifications of a school deferment.
4
73447 (bl( l (b)(B) Previously responded to-This issue has
been addressed with the representative. She has been instructed to contact the borrower to discuss the
(b)(4)(b)(6)
73456 Previously responded to-This call has been
~------------------~
reviewed with the representative to advise of the other options he should have provided to help the
customer determine the association with the account.
(b)(4)(b)(6)
74168~------------------~Previously responded to-This call has been
reviewed with the representative. They have been instructed to contact the borrower back to discuss
the SCRAand PSLFbenefits that were not previously provided. He has been advised how this call should
have been handled so that future calls are handled appropriately.
74901, (b)(4)(b)(6)
Previously responded to-This issue has been
addressed with the representative. She has been instructed to contact the borrower to discuss the
75162 (bl(4l (b)(B)

contac~t
7t~h-e
7b_o_r_ro_w_e_r~b-a-ck,--,-to-d~is_c_u_s_s
7th~e---,-te_r_m_s
_a_n~d-c_o_n_d~it~io_,ns
of the forbea ranee placed on the
74913 (b)(4)(b)(6)
Previously responded to-This issue has
'-,--,------,---,-,----,-----,-,-.,,,.----,-----,---,-~
been addressed with the representative. She has been instructed to contact the borrower to discuss the
l
(b)(4) (b)(6)
75295,L~~---~~~~~-~-~--~---/.The
I
representative has been instructed to
account. She has also been reminded that this must be addressed with each call when Forbearance is
75029, (b)(4) (b)(B)

Previously responded to-The
representative will contact the borrower to provide the additional information not supplied during the
initial call. She was also reminded to fully discuss the qualifications of a school deferment
4
75301, (bl( l (b)(B) The representative has been instructed to
T/;1s presenla/1on. document nr repnrt arni 1maiyses are provided for /,,ter,,a/.LJse Only and rm,y ,,at be shared outside of Federal
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
Call Monitoring Review for OSLA September 2015

Methodology:
callers.

Reporting:
Contractor's
Name OSLA
September 2015
Month Reviewed
Comcliance NA
Greetinq NA
Etiquette 1
Listenina NA
Closina NA
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
____ NA._____________________ ~
_NA _______________________ _
9/18/15 - CSR Josh advised borrower that he was placing the call on
hold, however never explained reason for placing call on hold.
1 1161
9/16/15 - CSR li:1' !changed due date based on borrower's approval.
However, failed to indicate to borrower that interest would still accrue.
9/16/15- CSR (bl('I (bl(BI failed to completely review forbearance terms

with caller.
9/16/15 - CSRmffered to change due date to bring account current.

However, the borrower offered to also make a payment, but the CSR
discouraged the borrower from making the payment. CSR should have not
discouragedborrowerfrom makingthe payment.
1 1161
9/18/15 - CSRli:1 ' ~id not fully explain the qualifying questions for
IBR.
federal student loan debt These work products may also be used to inform the
Servicer: OSLA
Review Period: 10/17/2017 - 11/08/2017
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 11
12
Servicing Opportunity Calls: I s

Total Calls Evaluated:
I c==,=s==;
:==s=,=~=;=ce=,,=,=,=,
r=,=,g=,=,
=1s=,=A=l==:I
~I==,=,=%===:
~----A_ct_,_,1_s_c_c_ce_• ---~I ~I
__92_._3°_t,_~
NOTESAND OBSERVATION
OF ERRORS
• 68686, (bl(4l (b)(B) The borrower called to postpone

payments with a forbearance. The CSRverified account information. The CSRapplied a general
forbearance with the borrower's consent to bring the account current with the understanding
that payments will resume when the forbearance expires. However, the CSRfailed to review
deferment or IDR options before applying the forbearance.
68714 (b)(4) (b)(6)

• he borrower called about a
,~,...,,,......,,=---c,,-,---.,,--,---,-----,--,,---,'
deferment. The CSRverified account information and applied a natural disaster forbearance.
Also, the CSRreferred the borrower to their online account to cancel auto-debit draft. However,
the CSRfailed to review terms of the forbearance.
68751, (b)(4) (b)(B)

account. The CSRverified account information. The CSRshared why the calls are being made
(payment has not posted from bank) and changed the due date with an administrative
forbearance to bring the account current. However, the CSRfailed to indicate if the interest is
4
• 70919,1(bl( l (b)(B) ~he borrower called to postpone
payment due to disaster flood. The CSRverified account information and applied a forbearance
due to natural disaster to postpone payments. However, the CSRfailed to review terms of the
forbearance.
70992, (bl( 4l (b)(B)

account. The CSRverified account information and indicated IDR information must be
submitted. The CSRapplied a forbearance to postpone payment, but failed to review terms.
68686,l(bl(
4
l (b)(Bl IThe representative has been instructed to
contact the borrower back to discuss options she failed to discuss during the initial call.
68714 (b)(4) (b)(6)

contact the borrower back to go over the terms and conditions of the forbearance placed on the
account.
4
68751, (bl( l (b)(Bl The representative has been instructed to
~-------------------"
account.
70919, (bl( 4l (b)(B) The representative has been instructed to

account.
4
'~-------------------"
account.
S!udent Aid w1//10urthe permission of FSA Operations Services This presenrd/1on. doeumenl. report or w1a/ys1s was crearcd lo did 1/w
inform rhc ercd/!On of future Dcpar1menr and FSA po/1c1es
Servicer: OSLA
Review Period: S/08/2018 - 6/14/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 141

• 87756, (bl(4l (bl(6l Borrower called to request

postponement of payments. CSRfailed to offer lower payment options. CSRplaced forbearance
on account.
4
• 87497, (bl( l (b)(Bl Third party and borrower called to
request postponement of payments until fall semester begins. CSRfailed to offer lower payment
options before placing forbearance on account. CSRalso failed to read forbearance script.
(b)(4) (b)(6)
• 87957,'---------------------' Borrower called to indicate that
they cannot afford monthly payments due to unemployment. CSRoffered lower payment
options and forbearance to extend due date. CSRfailed to read forbearance script.
(b)(4) (b)(6) B II d . . b
• 90429, orrower ca e to inquire a out
obtaining a lower payment amount. CSRprovided IDR application and placed forbearance on
account. CSRfailed to provide delinquency status and ask for past due amount.
90519, (bl(4l (b)(B)

• Borrower called to inquire about
making payments after discharge from military. CSRoffered deferment options but failed to
advise of delinquency status, ask for past due amount, and offer IDR option. CSRprovided
deferment application and placed non-capping forbearance on account.
4
• 87756 (bl( l (b)(Bl
''--------------------~
This call was reviewed with the
representative and they have been advised that all other options must be discussed with the
borrower before offering a forbearance which should be offered as a last resort. She will contact
the borrower to discuss other options that may be available to them.
4
• 87497, (bl( l (b)(Bl It is our practice to process a
summer bridge forbearance to students that have attended school during the spring and plan to
return to school in the fall. Students generally cannot afford to make payments while in school
and we do not discuss repayment options until they enter repayment status. This call was
handled appropriately.
(b)(4)(b)(6)
• 87957 Representative has been
instructed to contact the borrower back to advise of the interest cap. She has also been advised
that this must be discussed any time forbearance is processed on an account.
90429, (b)(4)(b)(6)
• This call was reviewed with the
representative and she has been instructed as to what information she failed to provide at the
time of the call and what needs to be provided with each call.
(b)(4) (b)(6)
• 90519, This call has been reviewed with
'----------------'
the representative and she has been advised she should have provided the delinquency status
and discussed the IDR option. She has been advised to contact the borrower back to discuss this
option.
FSAhas no additional comments and accepts the responses provided by OSLA.
Department of Educat10n comply w,t/; 1/s legal r,b/1gat10n lo co/lee! federal s/uder;/ iwm deb/. These work products m1<yalso be used lo
Servicer: OSLA
Review Period: 6/15/2018 - 7/18/2018
OBJECTIVE
METHODOLOGY
SUMMARY
CALLS SUMMARY
Passed Calls: 348
• 90541, (bl(4l (b)(B) Borrower called to determine if

forbearance has been placed on account. CSRindicated borrower was past due but failed to
advise of delinquency status and ask for full past due amount. CSRprovided IDR application
and placed non-capping forbearance on account.
4
• 90546 (bl( l (b)(Bl Borrower called to request grace
period for graduate loan and inquire about consolidation. CSRfailed to properly explain
program requirements and advise of loan types available. Borrower also inquired about
obtaining a lower payment amount.
GB, (b)(4) (b)(6)

• Borrower called to determine if
forbearance has been placed on account. CSRindicated borrower was past due but failed to
advise of delinquency status and ask for full past due amount. CSRprovided IDRapplication
and placed non-capping forbearance on account.
(b)(4) (b)(6)
• 75,~-------------------~Borrower called to request grace
period for graduate loan and inquire about consolidation. CSRfailed to properly explain
program requirements and advise of loan types available. Borrower also inquired about
obtaining a lower payment amount.
• 2052 (bl( 4l (b)(Bl The borrower's son called to

,.~------------------~
postpone payment. The CSRverified account information and indicated the account is in the
father's name. The CSRsent an IDRapplication and an in-school deferment form. However, the
CSRshould have directed actions on the account to the borrower's father instead of the son.
The CSRsent a privacy release form, but changes can only be done by the father. The CSRwas
not clear with respect to changes to the account. Further, it was not clear if an administrative
forbearance was applied to the account because of information (IDR)sent to the son. Also, the
CSRused slang throughout the call.
(b)(4) (b)(6)
• 1847, Caller requested help to access her
account. CSRasked for the last 4 of the SSN and walked the caller through accessing her
account. CSRreviewed with caller in real time and advised the account status.
(b)(4) (b)(6)
• 2300,~,-------,----,-------,----,-~The CSRassisted a caller who was
calling about a recertification of her repayment plan that she emailed on Tuesday. The caller
stated that she was in need of a payment history because she is moving into subsidized
housing and needs proof to show. The caller asked that the information be sent to her, but CSR
said that she could get the same information from her online account, but caller stated that it's
too difficult for her, so just send it to her. CSRwith caller that in order to send her a loan
summary verification she would need a supervisor to be with her. The caller seemed to not
understand why a supervisor was needed, and the CSRexplained because she was sending
secured/private information. The caller was then sent her loan summary verification and User
ID as well. During the call, the caller asks that not just some months of payments be sent, but
an entire payment history be sent for her payments on a loan summary verification. The caller
then asked when her payment was due, and was told that her payment due date was
7/28/2018, and the caller stated that she wanted to do a payment. Caller asked what payment
amount would be required and was told that payments were in the amount of $193.79, but
her regular monthly payment was $168.23 as of the day of the call. During other conversation
the caller is made aware of her having made double payments in multiple months. The CSR
seemed to lose the conversation on multiple occasions and engaged in personal conversation
with the caller. The CSRcould be heard discussing the following: how long she's lived in
Oklahoma, worked for OSLA, her dog, her grown kids, her living alone. She could also be heard
loudly humming on the call while assisting. The call was then concluded.
(b)(4)(b)(6)
• 2311,~.,....,...-----,---,--,--.,.,,.,.--=-,,=-,.-,,---,-,-----,-,' School and borrower cal led to
request forbearance and apply for IDR. CSRfailed to read forbearance script.
4
• 2336 (bl( l (b)(Bl Borrower called to make a
'~-------------------~
payment, obtain account status, and request forbearance. CSRalso provided repayment
estimates and IDR application. CSRfailed to provide forbearance script.
(b)(4)(b)(6)
• 3118,~-------------------"Borrower inquired about email
notification. CSRconfirmed borrower has an account with OSLA and the account status.
Borrower inquired about amount owed on loans and CSRoffered forbearance. Borrower
inquired about timeframe to pay off loan. CSRinformed borrower she is on a 10 year standard
payment plan. Borrower wanted to call back to pay past-due amount. CSRapplied forbearance
to borrower's account. Borrower was willing to call back and pay the past due amount, which
could have saved up her forbearance time. CSRconvinced the borrower in applying the
forbearance to bring account current. 2567,l(bl(4l (b)(Bl IThe borrower called for
loan documents. The CSRverified account information and submitted a request to have loan
documents sent to the borrower. Also, the CSRchanged the method of correspondence from
electronic to regular mail as requested by the borrower. CSRshould not have agreed with the
borrower's disparaging remarks about the loan process and electronic notifications. In
addition, the CSRwas uncertain about how borrowers are assigned to electronic notification.
(b)(4)(b)(6)
• 2682,~--------------------' Borrower seeking forbearance. CSR
informed borrower that documentation was sent in March. Borrower indicated documentation
was never received. CSRinquired if borrower wanted to lower or postpone payments and
borrower requested to postpone. CSRoffered then IDR Plan and that document are mailed.
CSRinformed borrower to submit application back as soon as possible and then at that point
they will bring the account current. CSRdid not offer nor apply a temporary forbearance while
the IDR application being processed.
(b)(4)(b)(6)
• 2686,~--------------------" Borrower requested to set-up a
deferment. CSRoffered forbearance. Call did not complete and not clear if call dropped.
• 3399 (bl(4l (b)(Bl Borrower inquired about account

status. CSRinformed borrower of account status and remaining 181 days of forbearance time
left. Borrower inquired of any other payment method. CSRinformed borrower a payment that
would be the only other option to bring account current. CSRcould have offered IDR or
Student Loan Debt Burden/Mandatory Forbearance. With no other repayment options,
borrower opted to allow account to default. Possible call back to borrower.
4
• 3409, (bl( l (b)(Bl Customer called inquiring about
receiving calls from payment center. Customer informed CSRher son is still in-school. CSRwill
review National Student Loan Database to confirm enrollment status and update to anticipated
graduation date. Call placed on hold and then ended. Suggest borrower is contacted and
provided confirmation of loan status.
(b)(4)(b)(6)
• 3415,~-------------------~Borrower inquired about status of
direct debit. CSRinformed borrower that no payments are being debited because no payments
are due until August. Borrower had quick pay set-up and wanted automatic payments to come
out to pay on interest. CSRreviewed and confirmed borrower's banking account information.
CSRinformed borrower that her IDRplan will need to be renewed and submitted paperwork
via email. CSRreviewed account to determine why payments did not start in March. CSR
confirmed a payment should have been made in April. CSRsubmitted email over to accounting
to determine why payments have not taken place. CSRconfirmed and informed borrower due
to her IDRPlan zero payments due until August. CSRand borrower did engage in over-talking
each other; however CSRdid manage to take back control of the call.
90541 (bl(4l (b)(Bl CSRhas been advised to discuss the past

due and ask for full past due amount before discussing options.
90546, (b)(4)(b)(6)
representative. She has been advised of information that should have been provided during the initial
call including grace period and requirements for the different loan types. She has been instructed to
contact the borrower back to fully discuss.
(b)(4)(b)(6)
1847~-------------------~The representative has been advised that
she is required to verify all information on a borrower's account before offering assistance.
(b)(4)(b)(6)
2311, This call has been reviewed with the
~-------------------~
representative and understands that the forbearance script is to be read anytime forbearance is placed
on an account. She has been instructed to contact the borrower to advise of information previously not
discussed.
(b)(4)(b)(6)
2336,~-------------------~This call has been reviewed with the
representative and understands that the forbearance script is to be read anytime forbearance is placed
on an account. She has been instructed to contact the borrower to advise of information previously not
discussed.
(b)(4)(b)(6)
3118~-------------------~0SLA always offers forbearance time to keep
the account current in case the borrower does not call back to make the payment. More times than not,
they don't. If borrower says they will pay past due at a later date, we suggest cycle to better fit their
payment due date needs or KWIKPAY to help keep them on a good repayment schedule.
Representatives should never agree with derogatory remarks for any reason and this representative has
been advised for future calls.
j (b)(4) (b)(6)
2567L. _______ _,-
I Previously reviewed- This call was reviewed with the representative. She
has been advised that she is to keep opinions to herself and handle calls in a professional manner at all
times. She has been reminded of how borrowers are assigned electronic notification.
(b)(4) (b)(6)
2682"------------------' his was a call from our FFELPportfolio. Lisa
advised IDR, sent form, and advised would be able to bring current once we receive app. Borrower was
not eligible for forbearance due to account being over 90 days delinquent, at that time. These accounts
must be under 90 days in order to process forbearance. We did discuss with these accounts, trying to
mention the reason we cannot process forbearance on FFELPaccounts.
(b)(4) (b)(6)
2686~------------------~ Call was ended by the customer probably
because of a bad cell phone connection. She stated that she always contacts borrowers back if a call is
I
dropped and isn't sure what happened with this one.lrnl(4l (b) has been instructed to follow up with the
borrower by phone/email, advising on the IDR, making sure she has an understanding about the
repayment plan since call was cut short and since account is still past due.
(b)(4) (b)(6)
3409, The call was dropped on the customer's
~-------------------~
end. The representative called her back. The account was updated per NSLDSenrollment information at
that time. No further follow-up is needed.
(b)(4) (b)(6)
3415,·~-------------------~This call has been reviewed with the
representative and she has been reminded that she needs to keep her calls professional at all times and
never talk over the borrower. She is to allow them to speak and address each issue once the borrower
has been able to completely share their concern.
<Paste Vendor Comments and Actions Here>
This presentation document 01 repo,t and analyses are provided for Internal-Use Only and may not be shared outside of Federal
Student Aid w1thoul /he permission of FSA-Opera/ions Services This presenlatmn, document, report or analysis was created lo aid /he
Depa,tment of Education comply with its legal obligation to collect federal student loan debt. These wo,k p,oducts may also be used to
,nform the creetmn offulure Depa1tme11tand FSA po/1r-,es
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
Call Monitoring Review for PHEAA September 2015

Methodology:
callers.

Reporting:
Contractor's
Name PHEAA
September 2015
Month Reviewed
Comcliance NA
Greetinq NA
Etiquette NA
Listenina NA
Closina NA
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
____ NA._____________________ ~
_NA _______________________ _
(b)(4)
9/23/15 - CSR (bl(BI id not ask borrower whether they were totally and
permanently disabled; after caller mentioned she hadn't worked in 4 years
due to an injury sustained on the job.
9/10/15 - CSRl:[jiailed to advise caller that the loan is forgiven after 25

years of making IBR payments; after caller inquired about payment terms.
CSR took over 16 minutes to process a telephone forbearance and IBR
application.
9/30/15 - CSR 1:11:1

incorrectly advised caller that debts are reported to
the credit bureau a random. Later explained that "most of the time" they
would report after 90 days delinquent.
9/2/15 - CSRll:l('I (bl bid not address the borrower being disabled. Failed
to refer caller to TPD to discuss disability process.
federal student loan debt. These work products may also be used to inform the
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
Call Monitoring Review for VSAC September 2015

Methodology:
callers.

Reporting:
Contractor's
Name VSAC
September 2015
Month Reviewed
Comcliance NA
Greetinq NA
Etiquette NA
Listenina NA
Closina NA
Federa IStudent I
PROUD SPONSOR of
llif'AMlRICAN MIND"
____ NA._____________________ ~
_NA _______________________ _
NA.______________________ _
9/24/15 - CSR~ borrower called about her account and indicated

she has no income and a family size of 1. She also shared she has not
filed a federal tax return. CSR recommended the borrower renew the
excessive debt burden forbearance. Never offered a more long-term
solution like the ICR repayment plan, because of the Parent Plus loans in
the consolidation loan.
federal student loan debt. These work products may also be used to inform the
FederaIStudent
An OFFICE of the U.S DEPARTMENT of EDUCATION
PROUD SPONSOR of
the AMERICAN MIND®
Navient Use of Forbearance

Site Visit Review
Report Date: May 18, 2017

On Site Date: March 20 - 24, 2017
PREPARED FOR:
FSA Business Operations
Washington, DC
ON-SITE REVIEW TEAM:

Colby Jennings, Soo Kang, George Moghaddam,
Lisa Oldre, Jason Vann and Michael Wood
Table of Contents
Site Visit Observations ......................................................................................................................................
2
Servicer Response ..............................................................................................................................................
5
Review Methodology ..........................................................................................................................................
10
This presentation, document or report and analyses are provided for Internal-Use only and may not be shared
outside of Federal Student Aid without the permission of FSA-Operations Services. This presentation, document,
report or analysis was created to aid the Department of Education in complying with its legal obligation to collect
federal student loan debt. These work products may also be used to inform the creation of future Department and
FSA policies.
Site Visit Observations
During the site visit, the FSA Review Team listened to recorded inbound calls and
evaluated accounts based solely on a review of the servicing histories for some of
those calls. The review team also did a side-by-side review with representatives to
listen to live inbound calls. As part of the review, Navient also presented their
inbound and outbound call processes. While on-site, the FSA Review Team
discovered Navient inadvertently provided only inbound calls, even though the team
requested .illl calls as part of the sample; Navient provided the requested outbound
call recordings shortly thereafter. Because of this, the Call Monitoring Team
completed the review off-site.
CALL CENTER REVIEW
FSA listened to 388 inbound and 2,000 outbound calls, for a total of 2,388 calls. Of
these, FSA determined that 13 inbound and 207 outbound calls did not provide the
borrowers with all of their options. For these 220 calls, Navient offered only
forbearance.
Observation 1: For 220 of the calls, Navient CS Rs neglected to offer the borrower
an option other than forbearance. In several instances, this occurred after the
borrower made a promise to pay within a short time of the call - usually within a
time frame that would cause no additional detriment to the borrower. While this
isn't a contractual requirement, these borrowers were not given the opportunity to
decide if another option (like one of the Income Driven plans or a deferment) would
have been more favorable. And in some instances, interest was capitalized when
another option may have prevented it.
Recommendation: FSA recommends that Navient asks questions so the borrower is

able to determine which option (like promise to pay) would be most beneficial to
resolve the delinquency. If the borrower is willing and able to make a payment to
resolve the delinquency on the account, and can continue to make payments, FSA
does not believe a borrower should use unnecessary forbearance time that will
result in interest capitalization.
Observation 2: Similar to the first observation, many CSRs did not offer alternative
or beneficial options when attempting to assist borrowers with bringing their
account current or managing repayment. CSRs did not ask probing questions to
determine if it would be more beneficial for the borrower to enter a deferment or to
change to one of the Income Driven Repayment (IDR) options.
Recommendation: FSA recommends that Navient provide borrowers with all options
available so that the borrower may make an informed decision based on their
current situation. The use of forbearance in lieu of any other options can cause
more undue hardship to a borrower in the long term.
SERVICING HISTORY REVIEW
2
When reviewing accounts in Navient's CLASS system, it isn't always easy to

determine exactly what happened on a given call. Of the forty accounts, the review
team was able to determine that 21 of them offered the borrower an option other
than forbearance. For the other nineteen accounts, FSA asked for Navient to
provide the call that resulted in the notation on the account; eight of those did not
offer the borrower any other option.
Observation #1: On twenty percent of the samples (8 out of 40 accounts), Navient

offered the borrower only forbearance. In a few of these instances, borrowers
offered information that suggested their income had changed (like going through a
divorce, recently lost job or was in the process of taking a new job). However,
Navient did not suggest a new repayment plan or an unemployment deferment. In
other instances, the borrower requested a month or two of forbearance and Navient
provided the forbearance without probing to see if there was a better option
available to the borrower.
Recommendation: Six out of eight of the forbearance only accounts were for calls
occurring before July 1, 2015. Since then, Navient has less turnover/higher staff
retention (due to various adjustments within their training process). This could
explain why the calls had a higher success rate after that date (2 out of 40, or five
percent, of the calls offered only forbearance). However, FSA recommends that
Navient provide communication/on-going training to their agents so that borrowers
consistently receive all of their options - repay, IDR, deferment and forbearance.
Observation #2: About half of the time (21 out of 40 accounts), Navient's notes
were not clear enough to determine what happened on the account. For example,
entries on the same day would have a comment suggesting that the borrower both
accepted and rejected the forbearance. It was unclear whether this was the same
call or a different call. One reason for this is the CLASS system does not provide
the timestamp to show when a transaction happened, unless the call was routed
through the IVR. Another reason for this is because Navient's CARES system used
to notate the account that the borrower rejected the forbearance when CSRs went
to a different section of the CARES system. This issue of "rejecting forbearance"
was resolved with a system upgrade in June 2016. In other examples, the phone
agent clearly provided several options (repay, IDR, deferment) before ultimately
giving the borrower the forbearance option. However, the note only displayed that
the forbearance was processed without a discussion of the other options.
Recommendation: In June 2016, Navient updated their system so that the CARES
screens don't "reject" forbearance when a phone agent goes to another screen.
However, it is still not clear what happens on each call based on the notes left in
the CLASS system. FSA recommends Navient notate each account so that the
notes match exactly what happens on each call.
Observation #3: The review team was not able to determine what happened on
four of the accounts because Navient was not able to provide all of the calls
requested for the servicing history review. For two of the samples, Navient
provided calls; however, they were not the calls matching the date of requested
3
sample. For two other samples, Navient was not able to provide calls at all. This is
because the CARES calls have to be provided manually, and it is difficult for Navient
to identify calls within a reasonable timeframe. For example, they needed to
provide five calls for one borrower just to get the call matching the requested date.
Recommendation: To prevent confusion and promote accuracy, FSA recommends

that Navient perform a level of QC on each request to ensure Navient is providing
FSA with the information requested.
LIVE SIDE-BY-SIDE REVIEW
For the side-by-side reviews, the review team listened to live calls as they entered
the system. The agents were friendly and polite. However, Navient CSRs have
varying degrees of skill when navigating calls. For example, one of the agents
recently finished the eleven week training course and did a good job navigating the
call. However, a more seasoned agent was not able to provide the next steps for a
disabled borrower wanting to apply for discharge based on a determination by the
Social Security Administration. After the review team left site, Navient provided CR
3294 (SSA match for TPD) to their staff for additional education.
4
Servicer Response
Navient' s response:
Thank you for your assessment. Navient listened to and evaluated all the calls and
reviewed all servicing history accounts deemed as servicing opportunities by
FSA. Our review entailed a holistic evaluation of not only the call, but of all
pertinent servicing history and other account information. Before addressing the
three specific review categories, we would like to share a few general comments.
• We disagree with 168 of the 228 servicing opportunity determinations (call

review and servicing history review). In most cases, we believe the
representatives appropriately followed our call flow procedures and found the
best solution for the borrowers.
• Servicers have not been provided with FSA specific preferences relative to
call center scripting that prescribes in what instances to offer long term
solutions such as IDR, when to offer other options such as graduated
repayment or forbearance, and whether the servicer should counsel the
borrower "away from" options requested by the borrower. Nor are we aware
of any requirement that borrowers receive all of their repayment options-
IDR, deferment and forbearance- on each and every call. As such, we do not
believe a rating of pass or fail is appropriate for this review. Servicers are
required to provide numerous disclosures to borrowers on the various
repayment options and Navient complies with those requirements. These
disclosures and call center interactions result in the borrower receiving
information concerning their options when you look at them in their totality.
We have developed extensive training programs and call flow procedures to
guide representative discussions with borrowers, and regularly assess
representative adherence with our policies and practices. Our practices and
policies serve borrowers well as evidence by the lower delinquency and
default rates experienced by Navient-serviced borrowers, and the rates in
which borrowers serviced by Navient enroll in IDR and other nonstandard
plans. Our assessment of the calls and "agree" or "disagree" is based on
whether the representative followed our internal procedures. If FSA chooses
to require all servicers to discuss IDR to all borrowers on all calls or to
require all servicer representatives follow a common call flow, specific
requirements should be provided in an approved Change Request.
• Including the presentation on March 21, we have discussed our call flow and
probing questions with FSA on several occasions. We believe our call flow
results in borrowers being offered the best solutions for their current
situations. We have scripting, tools, and training geared to provide
consistent borrower information on the myriad of student loan repayment
solutions. As depicted in the attached training graphic, our agent training and
available tools promote IDR when appropriate as a long-term solution. This
5
is also monitored in ongoing call calibration sessions, mentoring, and quality

control activities.
Repayment Options
Conversation.pdf
• Every borrower who receives a verbal forbearance was advised during the
call of the terms of the forbearance and that they may be eligible for other
repayment options, which include standard, graduated, extended or income
driven repayment plans. Every borrower was required to accept the terms of
the forbearance following this verbal disclosure.
• Every borrower who received a verbal forbearance also received a letter with
enclosures that confirms the forbearance transaction and provides a clear
and conspicuous disclosure of other repayment options like IDR, loan
consolidation and deferment. The option to shorten or cancel the
forbearance along with an example of the effects of capitalized interest
during deferment or forbearance are provided in the letter.
• In 2016, Navient provided more than 154 million communications promoting

IDR and other repayment options to our 10 million federal loan borrowers.
In addition, in 2016 we educated and modeled repayment plans for 2.4
million borrowers.
• As demonstrated by the examples below, we believe the calls were

appropriately handled in accordance with Navient' s internal procedures. A
detailed response for each call identified by FSA a servicing opportunity is
attached- Appendix A.
El
Appendix A -
Navient Detailed Re•
• The sampling criteria of calls less than 5 minutes is not a representative

sample of all calls. While calls that end in forbearance are on average longer
than calls that end in IDR, in both cases the average call length is greater
than 5 minutes. Therefore, a sample of only calls under 5 minutes would
include more calls that ended in something other than forbearance or IDR.
In short, the sampling methodology is not representative of all Navient calls
and thus it would be inappropriate for users of this report to draw
conclusions or compliance ratings based on the data in this report. We
suggest that the report clarify that this is a sample of only a subset of
Navient calls, specifically calls of a lower duration.
• Given the scope of our comments, we request the opportunity to review

another draft of this report before it is issued as a final report.
6
CALL CENTER REVIEW
FSA Observation 1 & 2: Navient agrees that in some limited instances agents
offered forbearance when probing for IDR would have been a better approach and
consistent with our internal procedures; however, we believe in the majority of
instances representatives handled the call appropriately and in accordance with
calls scripts and flows.
While a complete summary of the specific call findings and our call-by-call analysis
is included in Appendix A, below are some examples of our differing analysis:
l(bl(5l I
The borrower was prequalified for an Unemployment
Deferment by an outbound default prevention associate. The associate took the
Unemployment Deferment path vs. the IDR path because the borrower stated the
loans should be paid in the future by the Veteran's Administration. Consequently,
the associate resolved the past due balance with an administrative forbearance and
provided 60 days of prospective administrative forbearance for the forms to be
completed by the borrower. We believe we found the best solution for this
borrower.
I
l ________
(b)(6)
~- __,f The borrower had a $508 outstandingbalance. The
borrower indicated he couldn't afford his monthly payment due to unemployment.
The default prevention associate did share that Income Driven Repayment was an
option. However, the associate informed the borrower that this option would
significantly extend the repayment terms due to the low balance. A level standard
repayment plan will pay the loan off in 8 months vs. 23 months in an IDR plan. The
associate prequalified the borrower for an Unemployment Deferment. The associate
resolved the past due balance with an administrative forbearance and provided 60
days of prospective administrative forbearance for the forms to be completed by
the borrower. We believe we found the best solution for this borrower.
~---------~
(b)(6)
The borrower called to check the status of her
account. She submitted an Unemployment Deferment but received a bill in the
mail and was questioning if she needed to remit payment. At the time of the call,
the Unemployment Deferment had already been applied and the agent advised the
bill could be disregarded. Given that the Unemployment Deferment had already
been applied, we believe the agent interacted appropriately during this call.
(b)(6)
._ _________ _, The borrower called to confirm she completed the
Student Loan Debt Forbearance correctly. Based on a review of the account, IDR
was modeled on a prior call (July 18, 2014) and the calculated payment amount did
not provide relief so Student Loan Debt Forbearance was offered. IDR would not
have been discussed on this call again as the borrower was not seeking additional
relief. She was merely confirming she had done everything correctly prior to
sending the deferment, which was received and processed by September 10,
2014.
SERVICING HISTORY REVIEW
7
FSA Observation 1: In mid-2015 agents from the Inbound Borrower Call Center
completed an 8-hour IDR refresher class, which focused not only on program and
processing rules but also scenario based activities intended to mirror common
issues and call types. Information from this refresher module was also
incorporated into our New Hire Curriculum. Our agents are trained to probe to
assess whether the customer needs short term or long term payment relief and
then proceed down the resulting path to qualify the customer for repayment
options, deferment or forbearance based on their individual circumstances and
needs.
In addition, IDR related items are frequent topics in our team meeting agendas
where we routinely highlight items such as call flow, probing questions and best
practices for customers who are experiencing financial hardship.
Navient reviewed all the accounts identified by FSA as servicing opportunities in the
Servicing History Review category. In our evaluation of the pertinent servicing
history, other account information and the associated call, we disagree with the
assessment that eight accounts "failed".
Some examples where the accounts and call were handled appropriately and in
accordance with our calls scripts and flows include:
5
!(bl( I I-
At the onset of the call, the borrower specifically
requested forbearance "just for one month". The borrower did not indicate
hardship making the scheduled payment or that long-term relief was
necessary. Due to the specific request from the borrower for short term relief,
forbearance was the best option available to the borrower. The borrower made all
scheduled payments since this forbearance ended and has sought no additional
relief.
l(b)(6)
"·--------~
I
- The borrower requested temporary relief (2-months) as he
was changing jobs and returning to school. The borrower did return to school as
indicated during the call and enrollment information was received and a school
deferment was applied beginning on September 30, 2014. Due to the specific
request from the borrower for short term relief and the near-term possibility of an
in-school deferment, forbearance was the best option for this borrower.
l(b)(6) I
Our agents are trained to utilize system generated correspondence history
messages where appropriate to document reasons for our highest volume call
types. They are also trained to include specific "free form" messages where needed
to ensure that important elements of the conversation are documented for future
reference.
Additionally, in October 2015 we modified CARES (the GUI used by call center
agents) so that any Repayment Option modeling completed by the agent writes a
correspondence note to the system of record (CLASS) and details the information
8
collected related to income, spousal status and dependents as well as the resulting
payment amount calculated under an IDR plan.
Further, in October, 2016 we launched a redesigned CARES Repayment Options
Calculator that provides all eligible repayment plans to the agent in a grid view,
which allows them to comprehensively calculate and review all eligible options at
once. This provides for more efficient and effective discussion on repayment
options with our customers.
Regarding the observation related to "rejected forbearance", there was a time when
a correspondence history message indicating the customer declined forbearance
would write to the system of record (CLASS) if an agent accessed the Forbearance
window in CARES without processing a forbearance. For example, if an agent
accessed the Forbearance window to determine if time was available, this
correspondence history message would write to history even if forbearance was not
discussed outright or discussed as an option and the borrower opted for another
option. This was corrected in June 2016 and no longer occurs.
FSA Observation 3: Due to the age of some of the accounts requested for review in
this category, Navient acknowledges that some call recordings were difficult to find
as they were outside the call recording retention period required by FSA (30 days
from date of call or 12 months if selected by FSA for monitoring). Regarding the
missing calls, FSA requested call recordings on 19 accounts to facilitate the
Servicing History Review. Of those 19 accounts, FSA noted that we were unable to
provide call recordings on 4 accounts. We reviewed these four calls noted and
made the following determinations:
• One recording (the 03/02/15 call for SSN (bl(4Hbl( 5l was a supplemental
call and was not the recording associated wI e or earance processing in
•
question. l(bl(4l (bJ(BJ
One recording (the 02/26/15 call for SSN~-,.....,---,,-!
I
was noted with an
incorrect date; Navient provided the call recorded on 03/06/14 which
coincided with the date the forbearance in uestion was processed.
• Two recordi (bl('l(bl(BI /15 call for SSN (bl(4l(bl( 5I and the 11/09/15
call for SSN were located post-review.
LIVE SIDE-BY-SIDE REVIEW
Navient provided feedback to the representative who handled the TPD related
call. Our procedures and standard call handling protocol is to direct customers who
have specific TPD-related questions to the designated TPD servicer for assistance
from a subject matter expert. While our agents are trained in general eligibility
guidelines, they are not trained to handle specific application or detailed eligibility
questions. Moreover, we believe it is a better customer service experience to have
a borrower contact the servicer who is empowered to assist the borrower, i.e. the
designated TBD servicer, rather than have a lengthy conversation with a customer
and only then tell them they need to talk to another servicer.
9
Review Methodology
SITE VISIT REVIEW OBJECTIVE
The objective of the site visit was to assess whether the use of forbearance by
Navient CSRs met the standards outlined in federal regulations, contractual
requirements, and implemented Change Requests (CR). More specifically, the
review team evaluated whether or not the Navient agents offered all the applicable
options before placing a borrower in forbearance.
STANDARDS
Statutory & Regulatory
The regulations and requirements governing IDR are:
• Direct Loans - 34 CFR 685.205, 685.208-210 and 685.221

• FFEL - 34 CFR 682.211 and 682.215
Change Requests
The implementation of Change Requests:
• CR 3290 - Call Center Branch-Specialty and Other Monitored Calls

• CR 3373 - Revised Recorded Call Data Selection and Volume
METHODOLOGY
Materials Requested
Navient granted the review team access to their CLASS servicing system and Citrix
environment where the stored calls are located. Navient also provided CSRs for the
team to sit with in order to evaluate live phone calls.
Sampling
Navient provided over two million inbound calls from 01/01/14 through 03/01/17.
From this list, the team randomly selected 700 phone calls - 200 each from 2014,
2015 and 2016, and 100 from 2017. For the servicing history review, Navient
queried the list of two million calls for calls that resulted in forbearance. This
resulted in a list of over 219,000 calls; the review team randomly selected fifty (50)
accounts from that list. Navient also provided six CS Rs for side-by-sides. For the
outbound calls, Navient provided outbound calls from 3/23/2015 through 03/23/17.
The team randomly selected 2,000 calls and listened to all of those calls.
Testing
10
The review team listened to phone calls and reviewed CLASS to determine if
Navient CSRs properly handled phone calls.
The reviewers evaluated forbearance usage-
• Based on agents handling calls-

o Providing repayment plans (including IDR);
o Providing all options; and
• Based on servicing history-
o Notations on account to determine what happened on calls; and
o Accuracy of information provided in account history and on calls.
11
BorrowerName Borrowerlast4 of SSN Agree/Disagree Comments Call Recordine:

# e
l(b)(4) (b)(6) (b)(4) (b)
(b)(6)
I Disagree (b)(6) l-equested deferment due to short term
disability. As a result the agent attempted to qualify
I (6) I
him for deferment but determined he was not eligible,
at which point forbearance was offered and accepted.
Difficulty Making Payments disclosure letter sent post-

call.
,,,
(b)(6)
I Disagree (b)(6) tequested a 2-month extension of his
forbearance as he was changing jobs and returning to
l(b)(4) (b)(6)
I 'I
school. Due to the specific request from the customer
for short term relief and the pending enrollment,
forbea ranee was the best option. l(b)(6) ldid return to
school as indicated during the call; enrollment
information was received and a school deferment was
applied beginning on September 30, 2014.

call.
(b)(6) l(b)(4) (b)(6)
l(b)(6)
I Disagree L advised she needed to postpone her
payments for 3-months. Due to short term nature
I
defined by customer, the agent did not pursue longer
term options as the customer said she could continue to
make payments after the temporary hold.

call.
1 of 34
I SSN Ae:ree/Disae:ree Comments Call Recordine:

# Call Source
(b)(6) (b)(6)
Disagree lrlvised that while she was waiting on tax l(b)(4) (b)(6)
information to send to us for IDR purposes {she was
I
denied in 12/2013as her income was too high), she
recently lost her job and needed to postpone payments.
The agent attempted to qualify her for an
unemployment deferment but the customer advised
she was in a "train to hire" program and would be
working within a month or two. Due to the short term
nature, forbearance was offered and accepted.
Note: The spreadsheet provided by FSAindicates this

call took place on 02/26/15; however, there are no agent
notes nor is there a forbearance applied on that date.
The call with the agent noted on the spreadsheet and
heard on recording ID 893947289 took place on 02/06/14.

call.
rl( 4 l (b)(B)
(b)(6)
I Disagree (b)(6) ~dvised she moved and needed to change her
address and also that she needed to defer her payment
I
for the month. The agent asked the customer if she
wanted to resume payments in July and the customer
confirmed that was accurate. Due to the specific, short
term relief request from the customer, forbearance was
applied as requested.

call.
(b)(6) 1(b)(4) (b)(6)
(b)(6) Disagree !requested forbearance "just for one I
month". Due to the specific and short term relief
request from the customer, forbearance was applied as
requested. The customer did not indicate hardship
making the scheduled payment and did not convey that
long-term relief was necessary.

call.
2 of 34
Borrower Name Borrower last 4 of SSN Ae:ree/Disae:ree Comments Call Recordine: # Call Source
(b)(6)
I N/A FSA spreadsheet indicated calls were not provided; l(b)(4) (b)(6) I
however, they were located post-visit and call ID was
inserted in Column E. No response provided as no
feedback/analysis received from FSA
(b)(6) l(b)(4) (b)(6)
I N/A FSA spreadsheet indicated calls were not provided;
however, they were located post-visit and call ID was
I
inserted in Column E. No response provided as no
"'alysis received from FSA
(b)(6) (b)(B) l:lvised she was going through a divorce that l(b)( 4 l (b)(B)
I Agree
should be settled in a few month and asked to postpone
payments. Prior to the call, the customer had temporary
hold expire that was applied after we qualified her for
hardship deferment and were awaiting the required
documentation. The customer was also in IDR (ICR, but
in the permanent standard payment) and these should
have been clues to the agent to ask if payment amount
was affordable after forbearance expired or other
probing questions to ensure hardship was in fact
temporary and not long term. Although other options
were not discussed, a letter was sent to the customer
after the call that did include other options, including
IDR.

call.
l(b)(4) (b)(6)
(b)(6)
I Disagree (b)(6) I requested deferment for a couple of I
months and based on this request, the agent went down
the short term postponement path. The agent did
collect income for the purposes as qualifying the
customer for Student Loan Debt Forbearance, which was
not an option due to income. As a result, forbearance
was offered and accepted. When the agent asked how
much time was needed l(b)( 6 l I advised 2-months,
again supporting the short term nature of the hardship.

call.
Total Disagree 7
3 of 34
Borrower Name I Borrower last 4 of SSNI Agree/Disagree I Comments Call Recording# ICall Source I
Total Agree 1
N/A 2
4of 34
BorrowerName Borrowerlast4 of SSN Agree/Disagree Comments Call Recording# Call Source

(b)(6) rl( 4 l (b)(B)
I Agree (b)(B) lequested 2-months of postponement
other obligations and advised that she would likely be
due to
able to resume payments in August or September

making the relief temporary in nature. However,
because l(b)( 6 l I
was already in IDR {processed in
04/2014)the agent should have reminded the customer
that she did have the option of recalculating her IDR
payment if needed. In addition, the agent should have
asked probing questions to determine if deferment was
an option given the short term nature of the requested
relief.

call. IDR renewal letters/applications also sent
annuallv but not returned
(b)(6) l(b)(4) (b)(6)
(b)(6)
I
Disagree lalled to confirm she completed the I
Student Loan Debt Forbearance correctly. Based on a
review of the account, IDR was modeled on a prior call
{July 18, 2014) and the calculated payment amount did
not provide relief so Student Loan Debt Forbearance was
offered. IDR would not have been discussed on this call
again c1si/bll6J \' was not seeking additional relief.
She was merely confirming she had done everything
correctly prior to sending the deferment, which was
received and processed by September 10, 2014.
5 of 34
BorrowerName Borrowerlast4 of SSN Ae:ree/Disae:ree Comments Call Recordine:

# Call Source
(b)(6) (b)(6) I requested forbearance for a few months in l(b)(4) (b)(6)
I Disagree
order to save a little bit of money due to other financial
I
obligations. The customer said she could resume
making payments in October and the agent did ask the
customer if when the temporary hardship was over if
she could afford her scheduled payment, to which the
customer advised "yes". As such, the agent proceeded
with forbearance as the best short term option for the
customer

call.
(b)(6) b 116 i. as in IDR at the time of the call (processed l(bl( 4 l (b)(6 l
~gree
on 03/25/2015) and requested postponement for 3-
month due to financial issues. Since this was short term,
the agent offered forbearance. Customer did not
indicate there was an overall change in financial
circumstance, just a temporary inability to pay but he
agent could have confirmed that recalculation of current
payment amount wasn't needed before offering
forbearance.

call.
6 of 34
BorrowerName Borrowerlast4 of SSN Ae:ree/Disae:ree Comments Call Recordine:

# Call Source
(b)(6) (b)(6) rl( 4 l (b)(B)
I Disagree l:alled to question why he received a bill
when his daughter was still in school. Based on pending
I
school enrollment information for dependent student,
short term solution of forbearance was offered.
Enrollment information was received on 03/24/815 and
forbearance was removed so enrollment information
could be applied.
Note: At the time of this call it was not our procedure to

apply administrative forbearance while awaiting
electronic enrollment information from the school.
Today, administrative forbearance would be applied in
this situation.

call.
(b)(6) (b)(6) 1called to question why he received a bill rl( 4 l (bl(6 l
Disagree
when he was still in school. The agent did confirm with
the customer that he started school in January and was
enrolled at least half time. Agent checked school
reporting schedule and found that enrollment reporting
was scheduled for April 13th. Based on this
information, the agent advised that he could wait until
the update was received because it was expected in less
than 30 days and would be posted retroactively. The
agent would not have discussed a long term solution
based on the specific information provided by the
customer.
Note: At the time of this call it was not our procedure to

apply administrative forbearance while awaiting
electronic enrollment information from the school.
Today, administrative forbearance would be applied in
this situation.
7 of 34
, ,
Borrower Name Borrower last 4 of SSN Ae:ree/Disae:ree
(b)(6)
Comments • e
(b)(6) Disagree ladvised his mother attempted to log l(b)(4) (b)(6) I
into his account the prior day and got locked out so he
needed to reset the account His mother had called
earlier in they day for this same reason but was advised
the borrower needed to call. He advised his mother
handled the payments and could not even provide his
on line user ID. The agent advise the customer he was
past due for one payment and asked if he wanted a
forbearance and he just needed the account unlocked,
which the agent did. It appears the mother makes the
payments every month and an on line payment was
made a few days after this call. This was not a call for
oavment relief.
(b)(6)
1:alled to ask if we had a program where l(b)( 4 l (b)(B)
I
Disagree (b)(6)
she could skip a payment. The agent did ask if the

I
customer wanted to talk about repayment options and
the customer advised she talked to someone a few
months ago and did not think she qualified for IDR.
Upon review of the account, the customer was denied
IDR in 09/2014. Since the customer advised they only
needed to "skip a payment" and the customer did not
indicate there were any changes to her financial
situation that may have changed her eligibility, IDR was
not discussed. We believe this call was handled
appropriately based on the prior account history and
customer request.

call.
(b)(6) (b)(6) Fb)(4) (b)(6)
I Disagree !called to check on status of her
ent deferment as she had received a bill in
the mail. At the time of the call, the deferment had
already been received and processed. Agent would not
have requalified the customer for an IDR plan if the
account was alreadv "resolved"
8 of 34
, ,
(b)(6)
I Ae:ree/Disae:ree
(b)(6)
Comments
I was transferred to Navient by school FAO, l(bl(4l (b)(B)
•
I Disagree who specifically requested that we help her out with
verbal forbearance. FAQadvised the customer was not
working but looking for work and he sent her an
unemployment deferment. FAQ stayed on line with
customer - since FAQ handled the postponement piece
the agent only pursued what was specifically requested
on the call.
(b)(6) (b)(6) !called to confirm status/payment dates; she l(b)(4) (b)(6)
Disagree
had loans in Grace and Repayment. The agent did advise
I
that we could process forbearance to align due dates
and proceeded to answer questions about prior
enrollment history at which time the call recording
ended. While forbearance was ultimately applied, since
the entire call recording is not available it cannot be
definitively determined that other options were not
discussed.

call.
(b)(6) l(b)(4) (b)(6)
I
I Agree (b)(6) I requested forbearance, which the agent
granted based on available time. Since the customer
wanted 6-months of forbearance the agent should have
asked probing questions to definitively rule out other
options.

call.
(b)(6) (b)(6) talled to request a deferment. IDR was l(b)(4) (b)(6)
I Disagree
not discussed but agent collected information needed to
model the plan and determined current payment
amount was the lowest available based on income.
Forbearance was the only option available and the
customer confirmed that she only needed to skip one
month and would be able to make payments in
February.

call.
9 of 34
Borrower Name I Borrower last 4 of SSNI Agree/Disagree I Comments Call Recording# ICall Source I
Total Disagree 10
Total Agree 3
N/A 0
10 of 34
rilDIIIDll9it'.tMidtt ~ ~iFl'.tM•tIDllliilttllllmI!IIII
So w as So 1% 1% 3% 2% 7%
,1,
fo "" "
,s s rn ""
ss
,1,
"' 0%
Tot,il
" " '
es ea
'°''
0/4
FSA indicates failed 10.35%

Nov,ent agrees 2.80%
rec;ordinglD
□
(b)(4) (b)(6)
y
The borrower h;id d low outst;inding b;ilance. The borrower couldn't

;ifford her monthly p;iyment due to unemployment. The default
prevention ;issociate did share that Income Driven Repayment w;is ;in
option. However, the ;issoci;ite informed the borrower that this
option would significantly extend the repayment terms due to the
low balance. A level stand;ird repayment plan will pay the loan off in 8
months vs. 23 months in ;in IDR plan. The associate prequalified the
borrower for an Unemployment Deferment. The associdte resolved
the past due balance with an administrative forbearance and provided
60 days of prospective administrative forbearance for the forms to be
irb)(6)
I completed by the borrower. We believe we found the best solution
for this borrower. N
l(b)(6)
L y
The borrower indicated she was temporarily unemployed but

returning to work soon. She confirmed that she could afford her
payment going forward. As a result, a temporary hardship forbearance
was used to bring the borrower current so she could resume
l(b)(6)
I f- payments. N
y
The borrower indicated he was entering the military in the near

future. The ;igent encour;iged the borrower to continue making
p;iyments until he w;is active duty. The agent determined that a lower
Graduated Repayment payment plan was ;iffordable. The borrower
agreed they could afford the lower payment. The ;igent encour;iged a
l(b)(6)
I return call to the Navient Military once he was sworn into duty. N
(b)(6) y
1 -
I y
-
The borrower actually requested to go down the forbearance path.
The agent suggested an Income Driven Repayment plan and
prequalified the borrower. The borrower was brought current with an
administrative forbearance and the borrower received an additional
l(b)(6) I 60 davs of forbearance to comnlete the IDR nrocess. N
(b)(4) (b)(6) The agent prequaliled the borrower for an unemployment

{b)(6)
I deferment. The form was sent to the borrower. N
The borrower specifically requested a forbearance because his wife is
wrapping up school. He wanted to set up Auto Pay starting in February
l(b)(6)
I and begin making payments.
The borrower w;is in the process of returning to school ,rnd work as ;i
N
result of ;in illness. The borrower requested forbe;irnce. Once the

l(b)(6) borrower returns to school, N;ivient will receive the enrollment
I information ;ind provide ;in in school deferment. N
The borrower indicated they had Just obtained a new job and would
start the following week. The borrower agreeded the new lower
payment amount was affordable. The borrower was brought curent
{b)(6)
I- with an administrative forbearance. N
y
The borrower indicated the payment would be more affordable in a

month due to recent legal issues. The agent offered to move the due
date to a different point in the month to help balance bills. The agent
{b)(6) processed a forbearance to al low the borrower to resolve the
I delinquency. N
The borrower advised the agent he was returning to school in the

coming months. Due to the near-term possibility of an in-school
L] deferment, forbearance was the best option. N
y
The borrower agreed that the modeled lower repayment amount was
acceptable. The agent resolved the delinquency with administrative
l(b)(6)
L forbearance.
Borrower's PLUSloans were in an in-school status. Associate began to
N
ask qualifying questions, however the borrower interrupted the

questioning to indicate that she h;is been denied previously ;ind all
l(b)(6)
I situ;ition w;is the same. We believe the agent inter;icted N
Borrower indicated that she had been unemployed for several

months but was resuming employment in the next couple of weeks
and would be able to resume the MPA. Borrower requested that the
payment be deferred. We believe the agent interacted appropriately
Fb)(6)
I in this circumstance. N
Borrower indic;ited th;it he h;is been unemployed but would resume

employment in fanu;iry, ;it which time he would be ;ible to m;ike the
MPA. Borrower ;isked if the due d;ite could be pushed b;ick to
J;inu;iry. We believe the agent interacted appropri;itely in this
j(b)(6) (b)(4) (b)(6)
I circumstance. N
The borrower w;is offered d forbe;ir;ince by ;in outbound default

prevention ;issociate. The borrower w;is not working and in the
process of obt;iining dis;ibility. The ;issoci;ite resolved the p;ist due
b;il;ince with ;in ;idm inistr;itive forbe;irance and provided prospective
administrative forbearance. The associate referenced the disability
process and also discussed that the borrower may be eligible for a $0
IDR plan ;ind forwarded documentation for IDR & TOP. We believe the
j(b)(6)
I agent interacted appropriately in this circumst;ince. N
The borrower spoke to a Commercial associate on the previous day
and indicated that he was having a financial hardship and currently
l(b)(6)
I N
l(b)(6)
I y
The borrower indicated that they were not in a position to m;ike a

p;iyment until the following month. Borrower had picked up an
r)(6)
I additional Job and should be back on his feet soon. We believe the
agent 111teractedappropriately in this circumstance. N
(b)(6) y
I
l(b)(6) I y
The borrower was 21 days delinquent ;ind indicated thdt she was
trying to get a forbearance and requested it to go through January
2017. We believe the agent interacted appropriately in this
l(b)(6)
I circumstance.
The borrower indicated that she was delinquent due to
N
emergencies/unexpected bills and the MPA was not affordable.

Associate offered a Graduate Repayment of $63.54 and the borrower
agreed. The associate also offered auto pay option, however the
!(b)(6)
I borrower refused. We believe the agent interacted appropriately 1n N
The borrower was unable to make a payment due to being the only
person in the household that was working at the moment, but did
indicate that the MPA was affordable. We believe the agent
l(b)(6)
I f- interacted appropriately in this circumstance. N
y
Fb)(6)
I (b)(4) (b)(6)
l(b)(6) I The borrower s;iid that she could m;ike her

y
p;iyment, but not for ;i few weeks. The borrower is currently

(b)(6) unemployed, but has a job st;irting soon and is willing ,ind able to p;iy N
~
y
~
y
(b)(6) ~ The borrower couldn't make a payment di the
time of the call. He was on a short term workers compensation leave
only receiving half of his 111come. The borrower mentioned that he
would be returning to work 111a couple of weeks. The borrower's
monthly payment amount was low due to the outstanding balance of
the loan ($12.56/month). Due to these factors, the default prevention
(b)(6) associate suggested a short forbearance to allow the borrower to get
ed. N
(b)(6) I The borrower was unable to make a payment to
bring the account current and could not afford the regularly scheduled
monthly payment "right now" The default prevention a»ociate
asked if a graduated repayment plan resulting in a payment of roughly
half of the scheduled amount would be more affordable, the
borrower said that it would be "a lot more affordable" Our associate
inquired about the reason for delinquency. The borrower mentioned
that he was not working at the time of the call, but was actively
l(b)(6)
I seekin,;, new emr lovment.
(b)(6) I The borrower was not able to make a payment
N
to bring the account current and the monthly payment amount was
not affordable. The default prevention associate suggested
graduated repayment and asked if a monthly payment of $33.67
(b)(6)
(roughly half) would be more manageable. The borrower agreed that
it would. N
(b)(6) 1-The borrower made a payment the prior
weeK, out tne cnecK payment failed. The borrower mentioned that
he would have to go to the bank before being able to make another
payment as he just started a new Job and has a physical check. The
default prevention a»ociate confirmed that the monthly payment,
are affordable going forward and processed forbearance to allow the
(b)(6)
borrower time to get to bank to make his payment. N
y
y
(b)(6) I The borrower mentioned th;it he didn't have
the money to bring the account current. The default prevention
associate asked if the monthly payment amount is affordable, the
borrower said that ii is not and would like something lower. Our
associate offered graduated repayment in the amount of
$30.00/month. The borrower said that the new payment amount
would work for him. When our associate inquired about the reason
l(b)(6) I rrower mentioned that he was not working_ N
(b)(6) ~ The borrower could not make a payment to
bring the account current. She mentioned that she Just started her
new job that day and would be able to pay in a few weeks. The
default prevention a»ociate asked if the monthly payments are
affordable moving forward. The borrower said that they were higher
than she remembered and that the amount was not affordable. Our
associate suggested graduated repayment ($63.22/month), the
borrower s;iid th;it it sounded "re;illy good" The borrower w;is ;ilso
(b)(6) interested in signing up for ;iuto pay. N
ShouldCallbe a
Account recorc:llnglD Comments
fail? (Y or N)
The borrower specifically requested

forbearance. Due to the specific request from
the borrower for short term relief,
forbearance was the best option available to
the borrower. The borrower did not indicate
hardship making the scheduled payment and
did not convey that long-term relief was
(b)(6) necessary. The borrower was already in an IDR
(b)(4) (b)(6)
repayment plan. N
The borrower requested temporary relief

until I February, the specialist asked if the
scheduled payment was affordable, the
(b)(6)
customer specified short term relief was
feasible, forbearance was the best option. N
The borrower was contacted by an outbound
default prevention associate. The associate
prequalified the borrower for an Income
Sensitive Repayment then resolved the past
due balance with an administrative
forbearance and placed voluntary forbearance
(b)(6) on the account. We believe we found the
best solution for this borrower. N
~
The borrower advised he could resume making

the payments when he returned to work. The
borrower indicated he was able to continue
making the MPA. Due to the specific request
from the borrower for short term relief, the
agent resolved the past due balance with an
(b)(6)
administrative forbearance and placed
voluntary forbearance on the account. N

prequalified the borrower for an In school
Deferment then resolved the past due balance
with an administrative forbearance and
provided 60 days of prospective administrative
Fb)(6) (b)(4) (b)(6)
forbea ranee for the enrol Iment information to
be received. N
The borrower requested temporary relief (2-

months) as she was on IBR but unable to afford
the payments. Borrower is submitting
updated POI in order to further reduce her
MPA. Due to the specific request from the
borrower for short term relief, forbearance
l(b)(6)
I was the best option. N
l(b)(6)
y
~
r)(6)
y
Fb)(6)
y
~
r)(6)
y

prequalified the borrower for an
Unemployment Deferment then resolved the
past due balance with an administrative
(b)(4) (b)(6) on the account. We believe we found the best
548550219 solution for this borrower. N
prequalified the borrower for and then
processed a Grad Repay resolving the past due
balance with an administrative forbearance.
The borrower agreed to the option but said he
did not quite understand. The call was
disconnected before the agent could explain
493588383 further. N

forbearance. The agent did send IDR
332720528 information to the customer. N
The borrower was already in a lower payment
option. Borrower requested temporary relief
(3-months) and would be able to make
payments after. Consequently, the associate
resolved the past due balance with an
administrative forbearance and placed
voluntary forbearance on the account until the
date the borrower advised payment could be
316641391 made. N

the borrower. The borrower was already on
192703362 IBR. N

default prevention associate. The borrower
advised on maternity leave and unsure when
she would return to work and be able to begin
making the MPA and needed short term relief.
Consequently, the associate resolved the past
due balance with an administrative
(b)(4) (b)(6) on the account. We believe we found the best
r)(6)
solution for this borrower. N

prequalified the borrower for an In school
Deferment then resolved the past due balance
with an administrative forbearance and
forbea ranee for the enrol Iment information to
be received. We believe we found the best
l(b)(6) I solution for this borrower. N
default prevention associate. The borrower
advised would pay the loan in full within 10
days. Consequently, the associate resolved
the past due balance with a voluntary
forbearance. We believe we found the best
solution for this borrower. NOTE: The SSN
placed on sheet by FSA is incorrect. See
l(b)(6)
I Column B. N
The borrower stated they could make his next

payment if brought current. The borrower was
j(b)(6)
in a hurry due to being at work. N
j(b)(6)
IBR. N
l(b)(6)
I IBR. N
fb)(6)
(b)(4) (b)(6) y
Fb)(6)
y
j(b)(6)
y
The borrower inditicated they could make

l(b)(6)
their next payment if brought current. N
l(b)(6) y
The customer seemed to allude to the

possibilities of making payments, the
customer seemed to need a short term break
r)(6)
in order to catch up, the account is on a
Graduated Repayment Plan. N
j(b)(6)
y
l(b)(6) I y
l(b)(6)
Grad Reoav. N
j(b)(6) (b)(4) (b)(6) y
The borrower request temporary relief till

returning to school. Due to the specific
request from the borrower for short term
relief and the near-term possibility of an in-
school deferment, forbearance was the best
l(b)(6)
option. N
l(b)(6) I y
l(b)(6)
y
The borrower was not prequalified for any
options because she was at work. The agent
quickly brought the account current and
advised the borrower about alternate
payment options and suggested she call back
l(b)(6)
at her convenience to discuss. We believe we N
l(b)(6) y
The borrower request temporary relief stating

he was going to pay the loan off when he
received his tax return, short term relief and
l(b)(6) the near-term possibility of paying in full,
forbearance was the best option. N

months) as she was on bed rest but could
resume payments in 2 or 3 months. Due to the
borrower advising short term relief was
r)(6)
possible, forbearance was the best option. N
The borrower had an outstanding balance less

than $2000. The borrower stated he could
afford his monthly payment but not on the
call, the specialist offered to place a
irb)(6) (b)(4) (b)(6)
forbearance on the account until April. N
irb)(6)
Grad Repay. N
1(b)(6) y
Should Call be a
Account FIie Name+ .wav COMMENTS
fail? (Y, N, or N/A)
(b)(6) (b)(4)(b)(6)
~
The call dropped, the possibility of resolution was limited. N
y
The borrower requested temporary relief and was in school.
Due to the specific request from the borrower for short term
(b)(6) relief and the possibility of an in-school deferment,
The customer was under the assumption both sides of the
account were in forbearance. The customer needed tempory
relief she was returning to school. Forbearance was the best
~(b)(6) ontion. N
y
The borrower repeatedly indicated that he will never be able

to pay this loan. Forb was not the best option. The agent
(b)(6)
might have attempted to prequalify the borrower for IBR. y
The customer stated she could resume her scheduled
payment at the end of the month requesting temporary
fb)(6) relief, the forbearance was the best option. N
The specialist offered to lower the payment at the onset of

the call where the customer asked for a hold on the loans, the
borrower requested temporary relief having a baby, the
customer stated she was receiving food stamps which
qualified the customer for a deferment. Due to the specific
(b)(6) request from the borrower for relief and the possibility of a
hardship deferment, forbearance was the best option. N
The borrower requested temporary relief she was returning

to school. Due to the specific request from the borrower for
short term relief and the near-term possibility of an in-school
l(b)(6)
I deferment, forbearance was the best option.
The borrower indicated that she would be able to make the
N
monthly payments moving forward but has only made 1

payment to date. The agent might have explored alternate
options, but based on the borrowers response to the
question, did not explore alternatives. The agent acted in the
best interest of the borrower based on the stated ability to
l(b)(6)
continue makin12oavments. N
The borrower requested temporary relief he was returning to
school. Due to the specific request from the borrower for
l(b)(6)
deferment, forbearance was the best option. N
The borrower stated he was moving, the customerwas in a
Graduated Repayment Plan, the specialist suggested a
forbearance to provide a temporary suspension of payments,
the borrower stated "that would be great", forbearance was a
l(b)(6)
good option for the borrower. N
The borrower was only 17 days past due and indicated she
had the payment ready to send. Agent did not ask if the MPA
was affordable. There was not a repayment plan on the
(b)(4)(b)(6) account but payments have been fairly steady since the call.
{b)(6) The borrower only needed a week to make the payment.
N
Recording cut off. N/A

l(b)(6) y
The customer stated the payments were affordable and
would be able to resume the scheduled payment, the
forbearance brought the account out of delinquency so the
l(b)(6)
scheduled payments could resume. N
The borrower requested temporary relief he was returning to

school and previously requested an application for an in-
school deferment which was not received and asked for
another application. Due to the specific request from the
borrower for short term relief and the near-term possibility
j(b)(6)
of an in-school deferment, forbearance was the best option. N
The borrower requested temporary relief, she switched jobs
and gets paid once a month, she asked to be brought up to
date stating she could resume the regular scheduled
payments, due to the specific request from the borrower for
l(b)(6) short term relief forbearance was the best option. N
The specialist confirmed that the scheduled payments are
affordable keeping the loan's pay off time frame within ten
years, since the customer stated the payments are affordable
j(b)(6)
a temoorarv forbearance was the best ootion. N
The borrower stated he was wating on approval for an
unemployment deferment. Due to the specific request from
the borrower for short term relief and the near-term
possibility of an unemployment deferment, forbearance was
l(b)(6)
I the best option N
The borrower requested temporary relief stating she was

returning to school Due to the specific request from the
borrower for short term relief and the near-term possibility
--t)(6) of an in-school deferment, forbearance was the best option. N
y
The borrower specifically stated the account should be in an
in-school deferment, the specialist processed a forbearance
to bring the account current. Due to the specific request from
possibility of an in-school deferment, forbearance was the
l(b)(6)
best ontion. N
The customer stated the forbearance was f1ne to stop the
account from being reported to the collection agencies, the
customer was able to resume payments but needed a
l(b)(6) temporary break, forbearance was the best option. N
IThe borr is not on IBR. The borrower was not prequalified for
any options because he was at work, teaching, and was
irritated that he continues to get calls during school hours.
The agent quickly brought the account current and advised he
sent information about alternate payment options. From a
customer service viewpoint, given the irritation level of the
(b)(4) (b)(6)
borrower, the agent provided the best service for that
l(b)(6)
loarticular call. N
The specialist granted a forbearance as borrower stated they
could meet their full MPA the following month. The solution
offered addressed customers need. There was no mention
from customer of need for longer term payment relief.
l(b)(6) Forbearance was the best option. N
offered addressed customers need There was no mention
l(b)(6)
Forbearance was the best option. N
offered addressed customers need There was no mention
fb)(6)
The borrower requested temporary relief, she stated she was

wating on loan forgiveness. Due to the specific request from
the borrower for short term relief and the statement
l(b)(6)
regarding loan forgiveness, forbearance was the best option. N
The borrower requested temporary relief, she returning to
school the upcoming semester. Due to the specific request
from the borrower for short term relief and the near-term
possibility of an in-school deferment, forbearance was the
~(b)(6) best option. N
y
could meet their full MPA. The solution offered addressed
customers need, the customer stated the temporary break
was very beneficia I. There was no mention from customer of
need for longer term payment relief. Forbearance was the
l(b)(6)
best ootion. N
The borrower requested temporary relief stating she was
school. Due to the specific request from the borrower for
l(b)(6)
The borrower specifically requested an in-school deferment.
The customer stated she was starting school in August. Due
to the specific request from the borrower for short term
relief and the near-term possibility of an in-school
l(b)(6)
The associate took the Deferment path because the customer
stated she was receiving food stamps, the associate resolved
the past due balance with an administrative forbearance and
future forbearance for the forms to be completed by the
borrower .. We believe we found the best solution for this
fb)(6)
borrower. N
The borrower had a death in the family, she stated she
needed temporary relief. Due to the circumstances the
l(b)(6) I snecialist nrocessed a forbearance was the best ontion. N

(b)(4) (b)(6) customers need. There was no mention from customer of
1(b)(6)
best option. N
Recording cut off. N/A
customers need. There was no mention from customer of
l(b)(6)
best option. N
The customer indicated she needed lower payments, the
agent began taking the callers information to detemine
eligibilty for a deferment or repayment option. The agent
provided information regarding IBR. The customer stated she
just wanted to pay twenty dollars a month and the call ended,
the specialist was unable to resolve the account due to
l(b)(6)
technical issues. N
customers need There was no mention from customer of
l(b)(6)
best option. N
The specialist specifically asked the customer if she wanted
the option of a lower payment, the customer stated she
wanted to put the payments off. The associate took the
Unemployment Deferment path vs. the IDRpath because the
borrower stated her husband earns approximately $7500a
month which is above the poverty guideline. The specialist
resolved the past due balance with an administrative
forbearance and provided 60 days of prospective
administrative forbearance for the forms to be completed by
l(b)(6)
the borrower .. We believe we found the best solution for
this borrower. N
The customer stated she was working with her school
couselor to have her loans placed into a
deferment/repayment plan The specialist sent out the
application for deferment and processed a FORA/FORMon
the account providing a temporary hold on payments till the
application was complete and submitted. Forbearance was
l(b)(6) N
the best ootion.
l(b)(6) best option. N
The borrower requested temporary relief (3-months) as she
was in the process of paying off other debt and would be able
to resume the affordable MPA in January 2016. Due to the
specific request from the borrower for short term relief,
1(b)(6) I forbearance was the best option. N
The borrower requested temporary relief (1-month) as he
just changed jobs. Due to the specific request from the
borrower for short term relief and the indication that the
Level plan MPA is affordable, forbearance was the best
l(b)(6) I option. N
The borrower questioned why he is still delinquent after just

having a forbearance placed on his account The agent
discovered that the previous day, an agent processed
forbearance only on 2 of the 4 loans. The agent processed
forbearance on the remaining loans per borower request. If
the agent had not spoken to the borrower, the Interrogation
report would have picked up the discrepancy and the Forb
(b)(4) (b)(6) would have been processed. The agent did the best option
l(b)(6) based on borrower request. N
After being asked if she could make the payment to bring
current, the borrower indicated she would be able to make
that payment in 1 week. Due to the specific request from the
borrower for short term relief, forbearance was the best
option available to the borrower. The borrower did not
indicate hardship making the scheduled payment and did not
convey that long-term relief was necessary. The borrower
has made all scheduled payments since this forbearance
1(b)(6)
ended and has sought no additional relief. N
The initial call apparently dropped and this segment is a call
back, 1t is unable to determine what happened on the initial
call with this segment. I tried to find the previous call but
was unsuccessful N
The specialist provided information regarding forbearance,
the customer replied the option was "great". The specialist
granted a forbearance as borrower stated they could meet
their full MPA. The solution offered addressed customers
need. There was no mention from customer of need for
longer term payment relief. Forbearance was the best
1(b)(6) option. N
Fb)(6)
best option. N
l(b)(6)
I best option.
The borrower requested temporary relief because he was
N
consolidating the loans and needed time to get everything

together. Due to the specific request from the borrower for
short term relief and the loans being consolidated,
l(b)(6)
I forbearance was the best option.
N

l(b)(6)
best option. N
The payment was submitted aprox 13 days prior to the call,

payments normally post within 3 business days. The specialist
provided information and instructions regarding the missing
payment. The specialist offered a forbearance to hold the
account t111the payment was found, the forbearance script
l(b)(6)
did not complete, the verbal forbearance was not processed.
The payment was found on 9/29. N

(b)(4) (b)(6)
l(b)(6)
I need for longer term payment relief. Forbearance was the
best option.
N

{b)(6) need for longer term payment relief. Forbearance was the
best option. N
l(b)(6)
best option. N
j(b)(6) need for longer term payment relief. Forbearance was the
best option. N
l(b)(6)
best option. N
fb)(6)
best option. N
l(b)(6)
best option. N
l(b)(6)
best option. N
l(b)(6)
best option. N
The specialist asked the customer if she wanted a different
payment, the customer stated she needed more time
agreeing to pick up the payments in March. The solution
l(b)(6)
I Forbearance was the best option. N
l(b)(6) Forbearance was the best option. N

could meet their full MPAwith 1nthree months. The solution
(b)(4) (b)(6)
l(b)(6) from customer of need for longer term payment relief.
l(b)(6)
best option. N
Should Call be a
Account File Name+ .wav Revised Comments
fail? Y or N
The customer stated he spoke to someone the

previous day and was sending a payment out, he
could resume his scheduled payment at the end of
(b)(4)(b)(6)
(b)(6) the month requesting temporary relief, the
The customer stated he made a payment, he was
aware of the delinquency and stated he could make
a payment next week then could resume his
scheduled payment at the end of the month
(b)(6) requesting temporary relief, the forbearance was
the best ortion. N
The customer was previously prequalified for an

Income Based Repayment Plan. Given that the
Income Based Repayment Option has already been
pre-qualified the specialist resent the application,
the forbearance was applied to bring the account
current till the IBR was applied. Forbearance was the
best option to bring the account current and to
(b)(6)
supress delinquent calls. N
-
y
The account was 88 days past due, credit reporting

starts at 90days past due at the end of the month,
the agent offered to bring the account current, the
customer agreed to bring he account current which
would end the possiblity of having the customer
reported negatively to the reporting agencies and to
(b)(6) bring the account current to supress delinquency and
calls. N
months). Due to the specific request from the
borrower for short term relief, forbearance was the
Fb)(6)
I best ontion. N
The customer was previously prequalified for an

Income Based Repayment Plan. The customer went
deliqnuent prior to the IBR being processed, the
specialist removed the deliqnency with a
forbearance. Given that the Income Based
Repayment Option has already been pre-qualified
the specialist resent the application, the forbearance
was applied to bring the account current till the IBR
was applied. Forbearance was the best option to
(b)(6) bring the account current and to supress delinquent
calls. N
The customer stated was wating on a check to make
the payment, he was aware of the delinquency and
(b)(6) stated he did not want a deferment, the forbearance
was the best option N
The borrower stated she would call back Friday to

make the payment, the borrower made no indication
she was unable to make future payments and stated
(b)(6)
she would make her decision when she calls back. N
The borrower requested temporary relief and was in

school. Due to the specific request from the
borrower for short term relief and the possibility of
(b)(6)
(b)(4) (b)(6) an in-school deferment, forbearance was the best
~
option. N
y
The customer stated she was not employed and ha-d
no income, the agent provided information
regarding the income based repayment plan and
processed a forbearance to bring the account current
and to push payments off while the application was
(b)(6) completed. Forbearance was the best option for th is
circumstance. N
The specialist granted a forbearance as borrower
stated they could possibly make their full MPA. The
solution offered addressed customers need. There
was no mention from customer of need for longer
(b)(6) term payment relief. Forbearance was the best
option. y

stated they needed a short term relief. The solution
offered addressed customers need. There was no
mention from customer of need for longer term
fb)(6)
payment relief. Forbearance was the best option. N

stated they could make their full MPA. The solution
(b)(6)
The borrower requested temporary relief due to
school enrollment. Due to the specific request from
(b)(6)
possibility of an in-school deferment, forbearance
was the best option. N

stated they could meet their full MPA. The solution
(b)(6)
-
y
The borrower was contacted by an outbound default
prevention associate. The associate was advised by
(b)(6)
the borrower that she should not owe the loan due
to having only gone to school for one day. The agent N

offered addressed customers need There was no
(b)(6)
y
prevention associate. The associate prequalified the
borrower for an lnschool Deferment then resolved
the past due balance with an administrative
forbearance and placed voluntary forbearance on the
account. We believe we found the best solution for
(b)(6)
this borrower. N

(b)(6) (b)(4) (b)(6) account. We believe we found the best solution for
-
this borrower. N
y
-
y

prevention associate. The borrower immediately
requested forbearance due to spouse being
seriously ill in the ICU. Agent then resolved the past
due balance and placed voluntary forbearance on the
account. The K305 letter explaining repayment
(b)(6) options was sent to the borrower. N
- y
(b)(6) account. We believe we found the best solution for
this borrower. N

borrower for an Unemployment Deferment then
administrative forbearance for the forms to be
completed by the borrower. We believe we found
l(b)(6)
I the best solution for this borrower. N

borrower for an Unemployment Deferment then
administrative forbearance for the forms to be
completed by the borrower. We believe we found
(b)(6)
~
the best solution for this borrower. N
y
~
y
The borrower advised he should be in forbearance
because he was in the process of consolidation. Dee
(b)(6) to the specific request from the borrower,
forbearance was the best ootion. N
The borrower was prequalified for Military
deferment by an outbound default prevention
associate. The associate gave the borrower
information on how to contact the Military
department at Navient. Consequently, the associate
account. We believe we found the best solution for
(b)(6)
this borrower. N

prevention associate. The borrower indicated she
would make the payment in a few days. The agent
attempted to offer to post date the payment and
suggested Auto Debit but the borrower ended the
(b)(4) (b)(6) call. Making payments is the best option for the
(b)(6)
-
borrower and the initial path the agent took. N
y
- y

~(b)(6) payment relief. Forbearance was the best option. N
y
At the onset of the call the borrower specifically
requested forbearance. The borrower did not
indicate hardship but inquired about consolidation.
The forbearance brought the account current and
(b)(6)
provided a temporary hold for the customer to
research consolidation. N
The borrower advised he could make the payment
within a month. The borrower indicated he was able
to continue making the MPA. Due to the specific
(b)(6) request from the borrower for short term relief,

offered addressed customers need There was no
(b)(6)
At the onset of the call the borrower specifically
stated she thought the forbearance was active till
June and wanted the payments temporarily post-
paned till June. The borrower did not indicate
hardship making the scheduled payment past June
and did not convey that long-term relief was
(b)(6)
necessary. N
- y
-
y
The customer assured the specialist she could make

payments and needed to figure out exactly how long
it takes for payments to process. The customer
stated if the payment was not made she would make
l(b)(6) the payment. The customer stated she would
provide the resolution to the account. N
The borrower was prequalified for IBR and TPD by an

outbound default prevention associate. The
associate took the path of the IBR and TPD because
the TPD qualification would be a longer process.
Consequently, the associate resolved the past due
balance with an administrative forbearance and
forbearance for the forms to be completed by the
(b)(6) borrower. We believe we found the best solution
(b)(4)(b)(6)
for this borrower. N
stated they could meet their full MPAat month's
ecd The customer requested the specialist process
the forbearance on both sides of the account. The
solution offered addressed customers need. There
was no mention from customer of need for longer
term payment relief. Forbearance was the best
(b)(6)
option. N
- y
stated they could meet their full MPA at the end of
the month. The solution offered addressed
customers need. There was no mention from
(b)(6) customer of need for longer term payment relief.
Forbearance was the best ontion. N
stated they could meet their full MPA the following
month. The solution offered addressed customers
need. There was no mention from customer of need
for longer term payment relief. Forbearance was the
(b)(6)
best option. N
-
y
The borrower advised he could make the payment
within the week but was at work and unable to do so
over the phone. The borrower indicated he was able
to continue making the MPA. Due to the specific
request from the borrower for short term relief,
(b)(6)
forbearance was the best ootion. N
-
y
Page 6883 of 7666
Withheld pursuant to exemption
(b)(4)
of the Freedom of Information and Privacy Act
SOLICITATION/CONTRACT/ORDER
FOR COMMERCIAL ITEMS
, i1E'QU!SITIONNUMEfR IPAGf 1Jr 13
OFFERORTO COMPLETEBLOCKS 11, 17,23,24,&30 EDOFSA-13-000142 I
2 CONTR,\CTNCI·--- 3 AWARD;[Ff[CIV[ -1 ORUEH NUMBER noTclTAnoN ~u~.AcR 16SOI :CITATION ISSU[
CATE , DATE
ED-FSA-09-D-0014 DEC 20, 2012 0006 ,
--·· :
a \/,MC :0 TEL,'PhOC:F NU.\1AfR ,',~ocoi,'ec• SOllcR0lJELMTC'
7. FORSOLICITATION
INFORMATIONCALL·
► I Angie Smith co/11} I OCAI TW,f
i angie sm1th@ed gov 202-377-4016

, 1ssurn,;1 coot I FSA-FS2 : 1C THIS ACOUIS1T:ON IS □ UNRESTRICTED OR □ SET ASIDE. 'i, FOR,
I.Jnlted Sta:es Depar1·nent of E~ucat,cm
Federal StJdent f,.1d,V1ss1on Support Group
C SMALC BUSINESS □ WOl·~EN-0\NNtclJ
BUS'NESS 1\'.'0SB··
SMALL
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BUSINESS □ fTOWll,.11CA LY OISADVANTAGflJ
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V'iash,ng:or, DC 202C2 WOME~-O'N~ED sr,1AL" BUSINESS
□
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$MALL BUSINE.$$ □ s(A1
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f,'.<J >,·s1 0· NEc S,,,ie ll1 Federal Studant A1d'M:ss1cn StJpport Group
,t,;a,r, \C.'OnDC:::2CL02 " 83J First St NE - Suite 97F3
Washington DC 20202
: Is CO."lR,\CTOR,:
OFHCROR
CODE 100030174 I FACILITY
CODE
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--
18a PAYMLNT WILL BE MAD:C BY
COOL I FSA-BUD
HIGHE'R !::DUCA TION ASSISTANCE AGENCY, PENNSYL\JA\JIA Budget Group/Invoice Adm•n
1200 NOR->-i 7TH STREET US Department of [Qucal1on,F$f-JCFO/BG/FSAA
F .."ANCIAL Mf-NAGEMENT 5TH FLOCF 830 First Stre~t. NE. Suite ~4B1
Ht\RRISBURG PA 171021444 VVas~1ngton DC 20202-0COl
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-- I 7ti CHECK If RC,\I ITTAN(E I', cllffL ~L~ - AND ?UT SL:CH ADORFSS IN 18b SUBMIT INVOICES TO ADDRESS SHO'I\/N IN BLOCK 18a U,"LE'SS BLOCK
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BELOW S CIIECKl::IJ
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(U,e ,q,,,,ers, a~d 'ar l\tiach A~'J,r,cnal 5/,ee,s m ,\•ere,1ar1'

)i IICCO'J\JTING AND APl'ROl'RIATl()N O,\T1\ 26 TOTALAl'1ARDAMOUN1 ,'for Gr ,_,,U,e Or,ly,'
See Schedule $250,000.00

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□ lh. CO~TRAC TOR IS REQUIRED~oSIC,~ T•IIS DOCUMt~ T AND Rf"TURN □ --29 AV/ARD or CONTRACT- RFf, _________ OFFFR
COP1L'>TO ISSUl.~GOFFICF, corHlli\C -◊R AGREES10 FURNISH ll~D
DATLD VQUR OFffR ON SOLICITATION
OFI MR ill - ITC,~I\ SLT fOR-H OR OTH.'R'.'.',Sf IDENTll ltD ABOV[ AND or, /\~'Y
'BLOCK 5:, l~(LUOING A~ Y ADDIT'ONS OR CHA~GfS WHICH ARF
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Soo Kang 202-377-3798
soo kang@ed gov DEC 20. 2012
NITHOR i', .) fOR LOCAi RFPRODUCTIO~ STANDARD FORM 1449 (REV J;)Ol II
PRL'/IOUS ED!TIO~ IS ~OT U'iA~LL P,e,rnceJ by GSA - FAR i"8 CFR), l 27 J
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ITEM NO ',UIEOULt or '°
',UPPLIE',:'iEP\/l(ES "
OL'ANTITY ; UNIT UNICPHIU J\MOLU "
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CORRECTFOR
JG ?i,YMENT 37 CHLO: NUMBEH
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:
' , a I CER71f Y 111,',ALCOUkT IS CORRECTAND PRO"LR tOR l'AY.'·Af~ T 42a RLUIVW BY :Pr,m}
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STANDARD FORM 1449 IREV .1·2011: BACK

ED-FSA-09-0-0014/0006
Attachment Page
Attachment A - Terms and Condit,ons
Pennsylvania Higher Education Assistance Agency (PHEAA)

TEACH Grant Servicing - Single Servicer
Contract No ED-FSA-09-D-0014 Task Order 0006
Terms and CondItIons
Objective:
To accept. process. and servrce TEACH Grants. in accordance with Attachment B- TEACH Grant
Reqwrements
Pricing:
The following provides the pricing on a per borrower per month basis for the services prov,ded
Servicer l_m_plementation/Develo ment Cost Unit Price Per Month

PHEAA so00 s,.05
The tota: potential value of this Task Order is approx,mately S3.000 000 00. subject to the availability of
lunds ln1t1alfunding ,n the amount of S250,000 Is provrded for approximately the first months servicing
cost which will begin during the transferring of the TEACH Grants
Schedule:
The period of performance will be from date of award through June 16, 2014.
The scheduled implementation date for the transfer o1TEACH Grants Is April 27. 2013.
Additional Terms and Conditions

1 The terms and cond1t1onsprovided herein are for services 1nclud1ngaccepting, processing and
servIcIng TEACH Grants, in accordance with the requirements described In Attachment B -
TEACH Grant Requirements and the regulations fourid at 34 CFR 686
2 Unless other,,v1sestated. all other terms and cond1t1onsof the Base IDIQ Contract are applicable
and incorporated herein
3 The escalation methodology provided In Scctjori B 13 N.4 of the Base IDIQ Contract Number ED-
FSA·09-D-0014 shall apply for TEACH Grant Serv1c1ng The escalation methodology shall apply
at Hie next scheduled cycle (as del1ned m the Base IDI0 Contract) after one year has elapsed
F'AGF 3 OF 13 [D-FSA-D9-D DD14i0086
Attachment
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN Page
FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
Attachmrnt B - TEACH Grant Requirement,
lntrodumon.
U11derthe terms of th s prcgram both undergraduate and graduate students ,1•e el1g1bleta receive <iµ \0 54,000 prr yea• up to a ~,a,,mum
attretate of $16,000 'or undergrad,;are l!udems and $8,000 fnr graduate <'.udents ,\nnual award amount '.or a ful' 11'11C student ,s
$~000 a ,h,ee-quarter-t,me student ,s $3000, a nalf-t,me st,dent ,s $2,000 and a less-than-half-t,me student,, $JOJO not tc c>eeed t.oe
Agree IQ ,erw ,,1 d full trneteacher for a tot JI of not less t•1on4 ,1coder111cyear\ wrlhcn 8 years after ca.01piet1ng ,he rnu·sc DI
<tcuyfor ·,;,hrrh lilP appl,cant re,~i;d the TEACHGrar,l
Teach ecther math, sc,cncc, foreign la nguagc, brlingual cd ucat,an, so coal education, as a reading special, st. or another hie
doumH•nted ,ll h1g·1-need bv ·he rederal Government, st,1te governmer•t or lucal educJtronal agerrcy (and ,iprruved by the
',~crctary)
~ ,cbm1t e.rd£nce of s•JCl1e,,,ploymen: "' the form of certrf,cat,on by the ch,ef adn11n,strat1ve of',cer of the school upon
completion GI eJch vear of ser-,rce, ,rnd
Ccr,,ply '·"'h Ltle req,m<>rn~nts to• b~rr.g a hrgh,y qualrtr~d teache, as d~f,ned by the El,•ment,iry Jnd Se, rwdar'i [du, ollOn M:
ofJ%',
11the applrcant does not carry out the sc•rvru, ubl1ga:111r-,the ,um ufthe ar'"Junr1 r,f JnyTEAcH Gr,lrllS ,e,~,v~J wrl' be concerted ,nto a
Direct um,,b, ci11edI oan 1TFACr) and wrl" be suo,ect to repa·1mcnt, along w,t.1 any and all rn:erest accrued from the date oft:ie g,an:
,,,,acd
If the applrcant .1as both graduate arid undngr,,duate TFACHGrant,. the 8-·1eM period for comµHrr1g the frr,i '""'"~ obl.g,ll.m1 would
b~g,n on the date tne stucl~nt ccmpletes or otherwise ,~ases to be enroll~d ,~ '.h~ undercrad,a.e proeram The 8-yur period for
completrr>g llw 1<•cnnd;ervrce ublrgatron ,•✓0uld beg,n ~n the date the s:udent completes or otherwise ceases to be ecrolled rn the
g, acl,ate .Jrocram The s.udent could receive o su,penS10•1 ;for up to 3 yea1si of tne period for compietrng the first ,e,vrce ob:1got1onwhile
en, oiled rn the graduate I lACil ~l1g1blcprogram. After complet,nf the graduate procram, the stude•11 cculd then complete '1 years DI
tcachrn~ :hat wou Id sat,sfy boll• servrt~ obi ,ga tir,n; H~we·1er, ,f I here we, a gap between the undergr ,1duate a~d gr <1duate p,ogr ,1ms, the
,tuder·t ,·✓ 0u Id have alread·/ "u scd ,,p" a poi t,on of the 8-) ear period for comolet, n;, tl1e frrst ser·,:ce ool,gat,on Iunless the s:udent GJal Ired
for a susp~nsiur· <Jurirrgt:·1eg,,p period based on anothe, qc.al1fy1ngcondrtroni for c;amplc, ,f the student drd not cnro,I ,11 t~e g,aduat~
program ,,nt·l 6 montlis a'ter completing the unaergradt.ale prr,g,am (and drd n~I re,eP.'e a ,uspens",n during th": period), the srudenr
!aµ:rn , Dmpl~t, 11gthe gr ,idu ate pre gr am I ·.vou le. ha,,c i'/,- years to com plcte the f-rst se, ,,,ce obl,gat,on and 8 years to comp' etc the second
TEACH Grants are excluded in a borrower's Total Indebtedness when cakulatrng p"yments and determining repayment plans. Common
Orig,nation and Disbursement (COD) maintains school eligibility, applicant eligibility, award processrng, and dosbursement darn
including, but not limited to, !he Agreements to Serve (ATS). The Agreement to Serve outlines for the rcccpient all eltg1b1l1tyand
obligatcon requirements. COD manages the disbursement of funds for TEACH Grants.
Busmess Rcgurrements:
[1 01 Accept and process r, i\CII erarts
12 0] 1.oad llAUI Grants
13 0] )ervrce T[ACII G,ants
14 OJCc,n,·ersron and Unconvc,s,on
l'.oO] Pavrrient Appl,c,1t1on
[GO] Dul•,1rge
I 7,0] Accc;,nt,ni
18 O] fcdc'al Transfe·s
[JC~! PD
lllO]DM(S
Ill 01 l orrespor.clcnc,,
[13 Oj Repurlrr1g
114 01 Web srte
PAGE 4 OF 13 [0-FSA-09-0 0014/0006
Attachment Page
Val,dat,oa Art,Oact ''""'""

ho,.rlc '"""''°"""""·""'"" ,h,.t,, o, web""
"""''' "a;plac,01• to '""""'"'" """'"" ot "'°''
;e ,, ,,., wd a,<c'P' [f.',CH C,,a,•l ·o,,,s,cl '" d,t,, ""'"•'•' '' ,,, oo,.e """""
.'"'""'"''"' """
· , """'·" "-'"'"'" '" ""''"" •-,., ·cou
"e0.ed l,o,,, ( U[;
"", , ,., wd ",.,1 .,, '" ,01, •.,,,.,.,. "'" ., , ,, "'""" o " ·o WC oh,•o TE,,CH
,,,,,,,_,,,, "'' r,,-.,," ,,,,,,- J,,,b,,,s,,,.,.,,t<O,,s,J

" '""'""'"'"'"'"'"''cm_CQO
o" ""'"'"''" r ad,ostme,'1
"'""''" '"""'"'"'"""' ,, '""" ,hots, " ,.ehs,te

"""" w,11 lo,d TSACH """" '""''' a, appl<cabl< to demoos«at, '""'"'" "' ,,.,.,,
. -'""-'-'""-"'"''""'-
·•MIi(.
",,",(Ii(
'""'
•p,o,,cl,;"""'°"''""· '"°'" ,hv<,,"' ~,bs,te
l O TEACH u, .. ,1
"""''' "''""'",bl,to '"'"""'"'" """'"" of '"""
,,,,,~I, ,.-t,h "f,\LH c,,,,, ,,.,,_,,,,,<>

"' le.w """"''· ,o,., ·l,c• '"'"""' of -'"'"'"'"''"' "'"' -
,,,,c, cs, IC,,, : ,,cc, ;c; oa toC,c r,;.(' G, ,,,,, •,o,b;,s,_,m,,,h a ,o "" oOI s•'"•' , l••
• , "-' I (,,,,,,
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,•vi c,'""
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,,,,. '"""'•'"'''" •'•1-'""•' ·, ;,_,,,,.,,,, "''""" 1,J,,,, o.,.,,,,.""' ,J,,,J

_•':"'•"-•'"''-me
''"''"'' '°"""""'''""'• '•'"''",botc, m w,b•.,t,
fap<a, as ••el,cable to demoastrate '""'"" of """"
.•~-'"""'"'".!""'"
II O(t, .,,,,, ,, •,,CII r;.,,1 "'""'"'' m,,1 c,meloLe, '"' cc ,01,,,,t,,o tc, each"''''" ol
''''"""'" "·'''"'"•"'' '''·'"'"·"",.,,_,,,,.

,d ,,.,,,,-,,t,d'fc-<c•o, ,,,a,,,•,,.
''"'''""
"'"' ""'"""'
;, « cce
·,
w I •naoa,, Ice .e,· 'oca<,c" '"""'•le,• CC••<,ec,,,.,, < ·l,,t I,,,
c.'•"'"•" c,, 0' ' ' n, •"C' 1 ''""' <h,• II ACH G,;,•l c 'S ele ;,oe,am v,s,00•, """ h,,s
'"''"••··"''·"'""'
G,,,a, '"'"""" m"" "'""· w"''"
1'0 a,,. o1 comol«oag " o<h"""' "'""" to ,,.,.,,,,, , """'"'""""", ,cm•a ,hots, m w,•b"t•
be '"'"'"" ,a <he ,,o,,.,m {,,, wt." h eh,, "°"''"" ,,TEACHGc,at, •hat (1) they ace
perlo•mmo '"'''"'°'"""'"'""'"'·
o, l'I th,, "' "ot ,., """"''' ""' ""'""
"'''" as '""'"able
'"" "'"'"''"' "'"'
lo demoast,ate "'"'"" of '"""
,,,, "'0 "'''""·et a:,rl" •, b,h ,0 '"'"'"" wbo c,mol•tc•d 'he pcor,,a~ a, ;,el
oc ,t,d,,.t,
,c wl•o le·, Lf, ""' '"' Oefm c.mpl,•< "•:" '"' "•"''""" ,,;,,,
comple,o,< l'c e•oe,a~ to, wh,ch •h•,•,•c, ,,e; a TE,\CO '""'• b,,> wbo •,as,
''"'"""·"'"' "'•"''"'' ,,.,, '''"'""'''"'''''"•'"""·'''""'''•'"''"'""'"'"

·,11,,1,h,'"'''"" obl,p"oc Th,·"""""'"'"''"' '"4"'""'"'"' opel,e,"
'O '" d,-,•h lll,•, ,a•;,,,I<•" o •f,,, 0"'1:'•'"' l•H •oh co ''>e's"""'° a T[s(fl
Goaa(
S,•,v,ce, w,11 ,eaci a •ot,ce to '""' "'''""" 7S davs afte, ,epa,at,o,., """""'"'
''"""' """'""''""· meeo shots, or w,bs,t•
them to mhm,t tl,e """'"J '°""" •t""' w,thm 4' d.,,, lb, aa, 1'01,
do.pl•v ,., ''''"'"·''''' <o d,moas\c"' seo,eaee or e.eat>
..• !"" ~•0 '"""'1'"f.'
fo, g,aat '"'""""
TEACHC.,,m\
who d,d oot '°"'"'"' th, '""'""' O,u wh" h ts,, "'""'' , faoJa, as appl,cable lo demoastrate """'"" or '"""
_ ,mcl "'"'°"'"' '1ep~
1" da,s ,,f•e• ,eoa•,l,oo, w '""'' -1,., •,•, ;,,.,. •h," •h,-,:•,"" ,•,l',m•,,•" ""
"'·"'
"•c•l,hc,at o, t,a, ,.,. oc•e, ,,,,.,,.,.,, c, ,. ,. JSO ,l.,, <lie, se.w,,•,•a ·t,e
''"" ,,•I, ce '"''""'" lo a~'" aac ,. oo; ce '-"' I t,e sea! lo ·ne ,c, o,,,,.
PAGE 5 OF 13 ED·FSA-09-D-001~/0006
Attachment Page
h "'""" ,no,t ln,e lee• '"'b•I <, <,t ad,c,',cS tee s• an C, " ol Jl>e S-,ea,
1 ,, 11.,- <1,,.,1,,,,,,,,,a,,,•"""""•''"'' ""•"•'l'•'"''·""•''"''"'''''"'c
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·••,eel'.'"'""""' ,,c.,,,_1
'• cem•J ,, , I»•"" be]"" '"'h "" loo•

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-•'"dp,o,es« '"1'.
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tl,c l[t.C" G•,,01 "''"'"'°'a -,o ma- o• 3" ;,,,,.,c< lo lhc wt,f,cat,o" d,e
<,tc,•w,llsc-,cJIJ<i"J'Jc,, C<"1,l,ca·,o,• R-•40,•scfo"""•Tf,\C> _,.,,,.

•••••F'"'"'•"'"'c'"',
~he, ,o ,esooos. """""" "'"'""" a,L'"" \L,-,,,1, "I It•,· d.H,• ,1,,, 1m,•I
(,,,,,,,,,,,,,maco•"•' s sco< Se«<ce, ,,,,11,cod'"' ll,CH ~,a,t (oo•.-c•s oa
'""'" """"' """ •. '" "' ,µ ,.,., '" ""' , .•,. ,,
,,.,,,,,1,.-,
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,,, <t«•Aa "·'""
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,, '·'"'"'' ''" "'"'''•'
,JJ H,\ ... ' ',,lw, '•"""'•''"" ,<<c•l,tsl ·•!,(HC,,a,,1 d,to ,em,•"< ,h,l,·L•,c•
,., >'" "' ,', ,,.,,.,, '"'• ,,,t, "'' ,,,,,.,,,"I ", d ,, co·"'c" "" <cS<•<",I
Pcov,o, rnnespoodcoce, meea sho<s, or wcb,o<e

'""'"' w,11"'"" TEACHG,aot, wh,le ""'"""""' (ompletto, th,.,'""'"
cl"Pl•v ,'- ,,,,.,,,, able "' ,lem<Jnst,;,e '"'"'""'" "' ""'"""
[Jo1,,.,,,
..""'"""'''"'"'·'·"·''"''
. '"""'""""'' '"''-
• 11 '. llA' ',,,,,• -•s,,,.,,,.,,,,..,,1,,,,..,.,.•. ,,.,,.,,,
,c, ,,._,. l,cm ,C• ,_,, ;,eo,·, ,,,oa,,a,,o, date
le ""''"II t•• k," l ,,,,,.,, •f,,. w,,, ..,; ,, ,, f>AC" ',•,,o: •cc p,c ,, , (c•,ch,c,
Ill l"'"•S--•I •doc at._,, O'JC Eoc .sh IH,,.,,,, ac ,o»,t O<J (1' ,,,_,,,,
'"' '"''"•'' t l: M,,-1,.,,,,,,,"'•,
'" ,l,,,,,1,aa ,,.,,, ,,,I>',: , ''"''"'• •GI 5,cc ,,I
; Jl 1 TEAC , 0 "·'''0" ·'"' 'J ·'"' """ ·,eld ,hat hn b,., ,<lect,',ec ,,_ .,,,,, """'' L-1'""
rede,ol (,c-,,•., "'""'• ,, It,,•,• <'•'"'"''"'"'"•'" ,, I, , ,,I ,,, '" •""" ••I:<•,c, :L,<',
.,oc ,,,,.,,,.,_,,,i.,s,mt"''"" ,stedt•Jt',e. S •Cepot•<J,• ,t,,"'"''
,..,,,,,,.,
''" ,.,,,,,.,,,,'""""•'''•"•'
,.,"' """'°"""',<>ti
Ueoo comple"o" or rnh arnlern" ,,., of "'""· the '""' """'""' m,<1 '""""' • P,o,,d, """'""'"'"'"', "oeeo '''"" "' "'""'•"'
''"'" cott,I"""" by , '""' '""""'"'·""'" """" ol lh, school o, cdmt,oaal """'" dtspl,, as •oplt<abE, lo demo"'""' '"""'"" of '"""
,,,,1,,,,...,,.""·""''•'''•""•'"'""'"',,,.,,
G•.>ol•ce,p"''''"';,·,,,,f, <Jol,ch ,,,.,;f,ell i · '''" ,,.,.,,,, ,.,,,,,, ,,",-rl
" '""'" ,o l ''c' Cep,Ht~co: > aoo,,,I leocha, ICOftOSCJ\fea fio·,o •½«"' I '•""'
'"·""""''"': '""'
"""'•"""'·'"'-" ocdf,elO,fhc
"' ,hc•,l•lc•,,ch,s,- a 1,ecccs,,,,,-,c,,slJ<SI, ""••d•o•heN,Jt,""w,J,,l,,,f,,,
,1,. """ "el, ,I,,,,..,,,,. { "'''' ,.,, ,s trnh a, a1 Lee t,me lk• or she oe,,.,
JC, t,·ach,cc, o, ::, "'''"""'' ½,·I, ,1,. )Ul:J-/l \1 '•'' "', ,,._,, "'•"h-.,·,,, a ',c'd '""
•n,,s Se,,:oatcd as e,,,.,,,,d ,,, t•,e ,,,1,,, ,½,,J,, L,s, ''" sl"'"•"< "•ah <h ">c
,, "'" "'' ,,,.,., , " ''''""'"' fo, '"' ''"'" .,.,, ,o ½h,c, tee s·"J""' ,..,., .., d .,
;,s(H G<aol 0 ,oe f to,, hec, e,J f ,, d" ,,.,,,,,,:,•, '", t:''•"U •" o, :h oeco
'" ,, ,,•""'"' ~,-,,,"" <'·"""'""«"'""'"•'""" "'
PAGE 6 OF 13 ED-FSA-09-D-0014/0006
Attachment Page
'"""' w•II cc•co1 t'-c fol o,.,,,, >,lc,t,oos .ca 'all mdl•O"K ,.,., ~•1eo
, """'''""'' •he ,cmp ,.,,,,, •,I 11 :,f.l I (,,,.,., '<''< cc '""'""ml o,S t tl,e " _,, ,ct
10,1>,,e•,•, •"leas•.,.,,"•'•"'"' a,,,,,,"" ,.,,,,,,,J" '"•'" ,. <., "' •,pl••<c ,, •
''" ,c,,,,,-~
',c,, ,, ""'""'' ""'"""
..
,,._,,,,,,,
.,,,,
-,, • w" ", •.,.,.'
P,o-,J. <en,•cpoaO,,,ce, "'""" shot;, o, w•bs,t•

31l TSA(HG,a,1t ,.,,.,., ""' ,a 1u<t, '"''"'""''> a, Arn G,.,.,,'""" e OSl,e•""" ""''"'' ,,.,,,,., '"' ''"'" " •ool,cablc " ciemoa>tco<e ""'""" ol "'"""
Da,e by the oombe, ol moath, '""" '" • T,ackmo '"'''""
Whea ,, """'""'"" compl;,ea "' ,.,.,.,;,; hom '""; n(,icH G<aot ,1,.,s,,
''""'' '°""""""'°", "'"" shots, ot webs,te
..
P'"'"'"• ,em(mh,,11 allow, ltAct<~,,,., "'"P'"" ohe,bd>t> to;"'"'"' the
; 1' [lACH '"'"t t<ackmg of tn,,, ,.,.,.,,., teach,ng obl,gat,oo ,,.,od as • result o, o,1e of""
O,s,La, a, a,ol,cabl, <o ciemoas<ta<e ><0"'"" o1 """''
foll"w'"<'""-'""'"' "'" "'"''"""'',, ,

'•,cl ,1,,u,l•1•,1'AC ',.a,•,,,,,L-1,•p,cj,,1,, '""""'" ,,,Joh
'"•'""'' "t ""' 1~,01 ,o ,, ""'' ,a, •0,,1 h,,s ,cca ''"'m"'; b,; state Le
•,",'""'"'' .,,-,.,,,.,,..
'"'''"
,,,.,"'"'""""' "''""
",,,,.. ',.,,,,,,,,,,,,.,,
..,,,,.,, mJ,,, ·f,,.f,,,,,,f, ,,,,1,.,.,1,.,,1
,,,,,,,, ,, • ;fri,A, Se J,: UP _6,c 1'•,e ,:L,
Th" susp,osoo" ol """'"' th, ob,,g,1'o'1 peflod ~,II he g,anted ,,, ""' ''"
muements, ""' """°'
meed th,ee '"" (mcl,d,og suspeo.,ons Im m,l,.,,v
,cm,c) A'""'
<c<,o«at who ha, comol<tcd oc woo has othe,w,se ceased
'"'"""""' "' , nALH ~, .. ,, .,,,,.,. ,,.,,,,,m fo, h,· "' she '""'"' 11 Act< w'""' P,o,.d, '°""'"""'""· "'"" shot>. ot """""
O,s,lav aool,cable <o d,moa>lta<e """'"" oi "'""
faaot fu,ds ,,,d l,a, .,,.,a<O
!he ,..,.,mom th,ee ve" '"'"""""" ee<md ,,ll"wed
a,
mav oual,tv iot a "'°'""°"''

d,scoac,, or h" o, h<t """" obl,gat,on due to,,, '"' "'°'°"'"'"'"'
'"teoOed, all "' "'""' tu •""ve d"t' ,t,,tu,. A''''"' ""'""'• who mc<I, 1h"
coaO,t,on, mu>t ,pp1, to, a m,,,,,,,
''"""'' '"w"""'
,,,,,,,"'"I'"""'""'"
;f ,, ""q<,v,, a ,,,.,p,•o,,oa ct I' c 0C",d fo, comolet,•,,: II c
,,,,,,:,,,,,, ,u.,,e obl,aat,co p• ct 'O <,e'1J ,aO,ee, to a" of tbe co'°"'",,,,,.,, week•
,,,w lhc- ,;•,,,, 1,, ,c co,•.•c•1e" to, ""
,,., > ,,,,,,, '"'"' ,s, "'mb m,1 ,-,,,~,m S ,cw al'cµa,,c,, ·o, cvcd,t,ocs ,,,,.
Qaod,'o, 1,,,-,.,,,,,,., ,•,,i,,rnl•, M,•,,., ,,,,,,,.,\11 '"•'"•II
-,.., cc, wd"'""'.,,CM"""''-""""• •I,,,,t .,-., ,,: "'",.I le,1' ,, •C

,,,•"'"" ,.,. ,, ,.,,,.--,,i,;-,, """"""""'""' ,'tl1·,•e,c•a,sto1 ..,,,.,,,
, , , ,., ,,,1 af,,,m r,ACII O,,,a, '""''""'", •h," so,pc•as,oo ol '"'" t,•ach,cr,
c,b ,,.11,ooc ,,,,,. ,- """'•''"•'" "'""'"''- I"' , , '""' ,, ·h,• ,oa<,1 ""'• 1ha<
c,,;I; caosc tl,e,c rc,.( .. G,a,,, le be'""•"•",.,,, D""" u,,,"L-s,J ,,,,l Lo,,,,
,,.,._,,," .,., I '''-'"' th,· t·ack,o' ,, ' """' ,... , ' ,, Jht·«'" ""'" Obi ,,·,oe
'""" "' ,,.,,,., ,,. ,, "''" I " "" "'""'" Soseec•,o , P,•a,est ""'"'" "' ·o
""'''"'""""''°' ••'"
''"""'"'I,,,,,,,,,.,,,"
''•'.'.'.'":'..'.".'!'..'"'.C-1,
llo rEAOIG,aa<
Sm,m woll evaloate a ]'"CH G,a,,t ""'""t'>ab,<,tv to""''I h"/1,e, HACH ''"""· ""'"''"""""'"· ,,, ,ee" "''""· "' w,-s:;t~"
d,sp<a, a, a,pl,cable to demoosttale "'"""' of ""'"
~'""'"'"''" ""'''""''"'
.:'"' '""'""'"' "'"'
,,., _.,,-,,,,,I , .• ,,1,,,, ''"' 1i,CHG,,,., ,cc,o,ccl, a0 I 0, ·o ,at.s', t,,,."hd
-Sf.CH Gta,H se,.,c, o>I C•"" '""' "< ,,1 ,f,,, L><•, ,,,,,, ,,; ,I ,h,-S,h ,c,,. t,cm
.,,., II Cl"'"·'"',,,,,, cc·Gb "'' oo ·,ac,,·,, l'e,,,d nn O••• rnd ""'"'"'
'.'""' .,,, I "'""'"" •Oelh<t o, ""' ,L ,c ,,,,,,,l, ,, "m ,, It 01 ti '"•"'' «•c,p ,

< , •.,,1,,, ,• h '" • . CO[H 0,,,,,1 SC'"" otl ,a,,o•,s P' O' lo Im '"'' t•w 0' .',{ H
Gta'11 '"·"" 0,1,,,,.,,, ,nkm,: ,,., "" 1,,d U,,,c
,, ,,; ,,•al, "''°'Lo T[A(' ,,,II o,c,,Le co,1,,,s,o,, f t',m , ""

3 JC 3 ',,.,, Ii I ,
I0'1S-' '"°"''' L "" e "" "'C '" ,,,,,,,t,, ,t ,, < ,, ,· 1rnh "' O<"«~e,1' ,,., LC,
" "'"'' ''"''r."''?'. '~'!Ii.';
,c, ,_._,II
c,o,o-1 ![,;( , G,a•, s ,cto O le<' C', ',cO,,c,. ,•., I,.,.,,, f,,,,,
"· '"" L ,•a rl,• , ~,.-,,,a to oo, ,o aole Lo "'"~ a,, he, TEI>•.11
PAGE 7 OF 13 ED-FSA-09-0-0014/0006
Attachment Page
(a<eso,y ,>,b late,,,y

Sm,m w,11seod the TEACH Gcaet Coa,m,oo coo,Hmatooa oot,ce to aoht, a P,u,,a, '"""'l'uml,m ,, "'""" ,hots, " ,.ebs,te
ll7 T(A(HG<,n,, HACH O,,m, """P"""' wh•a h"/'"' l[ AUi '"""'' "'" <Oave,1ed ,.,to Dnect """'"' "applocabl, to dcmoos«at< '"'""'" "' "'""
\Jo'"b"d,,ed lom
'"""' w,11""'quely ,dent,0-, TEACHG,aots whe,e the '"'"""'has""''""

·'"''""""'"'"'''
P,o,.dc '°""'"""'"''· """" ,h"h, o, web""
S 19 TEACHG<aot'
l•"I, _ _ _ _ __ _ _ __ __ _ __ _ •'"' ''"'"''".!.'"'-' ..
Sm,m w,11coofHm <hat all "'"" '°'"'"meats !me Oeeo satosi,od fo, TEACH
Prn,ode '°"''poodeoce, "'""shots,"' web"\c
310 TeA<.H G,aot
Grn,t "'"" obl,,at,oas (NO pto<a<ed lo,,,,.,m w,11be ''"" a, the T£ ACH
O,spl,, as applocable to a,moa>ttatc ""'""" ,1 "''""
fa,,ot '"' "'""' """'""" tu m"'t ,11 HACH C,,oat '•""" ,, ""'''"'U''> " """"" aad p,om,oa, >teo,
'" ""-'°'{'""'""'t<>""' (Al>/
-P,o,_d;,~·,,e,;,;·ai;:-;:
"'~'",h,,t•,."' w,•b<,t,
"' lfAOICHo"t
'"""',-,II'"'"'""' <e~,f,cat,oo a,10
"""'"' '"""'" wi"" a T<ACHG,a,,t
'"'"""' has ,at,st,ed h"/he, lEt,rn Gtaat mv,ce obl,gat,oas """'" "' ae,l,c,ol, t" """""'"'" """'"" of'"'""
Sm,m w,11"""" the bal,rn ol Tf~CH Gmt> <o "" wheo th, has '"''""t :'"' "'-°'"''"' "'"'
,,.,,_1,cd h,s/he, TeACH G,an ""'" obl•<at•uas '"mo,;.,oc, w,th 1he Ae,ecmea\ e,o,.cle ,o.,e<po,,fo,ce "'"'" shots, ot web"te
S 1' T(A(H G,aat
to'"" IA "I (NO "'"""' '"'''"""' w,11b, '""' a, th, TeACH ""'" '"'"""t "'"'" as"'''""'" '" demoa>tt.atc '"""'"" "' '""'"
;, "'"""'" tu meet all TEACH Gta•< sen.-•<e ""'"'"U"S
"""'"'' m \h< A;:,cemeat to ;,,; ptOCO'>''"< '"''"
,,,~~ ..!• (')'
;,; YlACHL,a
.P,o,,Oe "''" ''

<Ut<e>,oadcocc, '"''en''"'"• "' web>tt,
-
'"""' as ,ppl,cahl, to demo"'""'"""'"" of°''°"
"""" w,lt ""° the HACH 6,a"t ""''" Obl,eat,o" Not,ce->at,sf,ed (oolHmaMa
'"'"'""'"'"' """
• P,o,,de rn,;e,o~aOcm. ,c,ceo shut,, o, w,b,,t,,
""'"' " •spl,c,bl, to '""°"'"'" """""' of"'""

3'6 HACHG"ot '"'"' ,s .,,,,,1,,,,01,
to Oerno"""" """""" of '"""
___ ,_od p,oc,rn.,, ste_p_,
'"""' w,II ''""'" • ""''"' '"o""""' f""""''
!ta,,s,ct,oo to fMS to report th, r,o,,d, """'""''""• meeo shot<, o, webs,te
l>I TEACSGcaat Seem, '"""' or • TEACH~"'" tloat wa< p,e,,oos1, ,epo,1ed as '""'"' to the fapl,, ""°" " appl"able <o demoast,ate """'"" of """"
balaace ro, the P""'"'' aad amo"at he Ids
TEIICH G,aat '""''' "•sal,<abl, to """o"'""' "'"""'of'"""

. ·-~· !'°'.~'"~-! !'.!~~...
\,,,,,,,,, ~,' '""•''''' ,, ftO•.>I (, ,rnl '" , ,, , .. , LJ.n,k•, J,,,.,1,,,,, ,,,c .,', ~1,-
_t.[lj Gta,\L «•c,o,eoL t., I- ,C ""> oct the.• ""'' u ocl P"""
cosoos o,,ed oao s.lJec1 to ·coa,m,at ,eclod ,, o1,•es, acnoad t,c•m ,h, ;a,, et
"'•'C'•'"-''"''-"-'"'""''.''
P,o.,J,, """""""""", "'""" shot , o, w,bs,t,
d,.,,., as •ool,cab<e to demoost,ate "'"'"" ul '"""
'"'" •''"''' "' '" ,. l2C °''' ,,

,l>,,,_H c_,. ,, el ,,al,-"'"'•''""
--,.,l h G, ,,,1
" ,i" ,,b , l,•,,cl""< °''.'tc,• o, l "" de''"'"' -, ,<• I .- I, , tot ,, •t ,,cl ,,,
,,,,,,.,.,,.,-,.,,,,,.,,,,,.,,,,,,.,,,,,,
'' '-'-''"'" '"''''"' ""' 1,.,1," "''"'" ,., """

,,.,l,•,.,J,,.,.,,.,,,,,.,,<¼ll,, •1,,,,,,m-f,.,,,,,•,,rn,•••'
{h,•,•,,o,•,,.,,,,,1,,,a,,00
"'""'.P?'.,'~."...
Oa" , T(ACH G,aat has bee a """'"' to a D"ect Uasohs,d,,.d loao (lEACS), to,
P,o,,dc '"""'<•oodeace, """" ,h,,t>, Ut weO"tc
"'"' '"'""" '"'"' fo, """'
Un,,,>,·,,O"'" lnaa> w•II aoolv When • ""'"'
fapl•v a, ,ppi,cabi, to """a"'""" """""' of '"""
l/a,ubs,d,"O loa" ITSACHI becmoes '""" tJ,aa 100 d,,, cl,l,a,,"'"t, ""' ''""
,ha_ll_b,• t,aasfc_,,,cl _to DM_CS
_ aod """"'"' step,
-,,, '"' """
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PAGE 12OF 13 ED-FSA-09-D-0014/0006
SCHEDULE Continued
I ----------- ------------ -----
I ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $
I Contracting Officer: Soo Kang, 202-377-3798.

'. soo.kang@ed.gov
: Primary Contracting Officer Representative: Tammy

7 !
! Connelly, 202.377.3298. tammy.connelly@ed.gov

''
Alternate Contracting Officer Representative(s).
Patrice V\lash1ng10n. (202) 377-3845.
Patr1ce.Wash1ngton@ed gov
Primary Technical Point of Contact: None
IAlternate Technical Point of Contact(s):

, None
I
Period of Performance: 12120/2012- 06/1612014
Pennsylvania Higher Education Assistance Agency
I (PHEMl Servicing of TEACH Grants
0001 I PHF.AA to provide serv1c1ngfor TEACH Grants@ S1 05 1.00 SE 2so.ooo.oo
I 250,000.00
per borrower per month. for the first mon:h of serv1c1ng
Accounting and Appropriation Data

0202M2013.A 2013 ENB00000 6N5 2521A.ACB 000.
0000.000000
$250.000.00
0002 Development - Not Separately Pnced (NSP) 1.00 SE 0.00 0 00
Accounting and Appropriation Data:

0202M2013 A 2013 ENB00000 6N5 2521A.ACB 000.
I0000.000000
'$0.00
j ___ j
PAGE 130F 13 ED-FSA-09-0-001410006
---------------------,-,~,--.,,.,,.,.,,....--..,..,.,,~=~
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT
1 Contract ID Code ~age of P_/l_~
~
I I 1 3
: 2 AMENDMENT MODIFICATION NO 13EFFECTIVE DATE
' REQUISITION/PURCHASE REQ NO
I 5
PROJECT NO. (1f applicable)
! 0001 FEB 28, 2013

'
~ ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Ur11tedSta:es Department at Education
Federal Student A1diM1ss1onSupport Group See Block 6
BJO First St NE· Suite 91F3
V'/ash,ngto~ DC 20202
Angie Smith 202-377-4016 ang,e smrth@ed gov
-8 - I
NAME ANO ADDRESS OF CONTRACTOR (NO., Street. Country State and ZIP Code) 9/\. AMENDMENT or SOLICITATION NO !
r IGHER EDUCATION ASSISTANCE AGENCY, 1,1
DUNS 007368103 ~
PENNSYLVANIA Cage Code: 41UK7 •
1200 NORTlf 7TH STREET
98. DATED (SEE ITEM 11)
FINANCIAL MANAGEMENT 5TH FLOOR
t--ARRISRURG PA 171021444
10A MODIFICATION OF CONl RACTIORDER NO
EDFS'· 09 J-CC•14:J8C6
X I
10B DATED (SFE' ITEM 13)
i
CODE 00030774 j FACILITY CODE DEC 20, 2012 i
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS !
--
D The above numbered solic1tat1onIs amended as set forth m item 14 The hour and date specified for receipt of otters D
Is extended. Dis not extended
Offers must acknowledge recerpt of this amendment pnor to the hour and date spec1f1edin the sol1citat1onor as amended by one of the following methods
(c) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted,
or (c) By separate letter or telegram which includes a reference to the solic1tat1onand amendment numbers FAILURE OF YOUR ACKNOWl fDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECllON OF
YJUR OFFER. If by vrrtue of this amendment your desire to change an offer already submitted. such change may be made by telegram or letter. provided each
, telegram or letter makes reference to the solicitation and this amendment, and Is received rior to the o enIn hour and dates ec1fied.
[1:1ACCOUNTING AND APPROPRIATION DATA (If required) Mod1frcat1on Amount: $0.00 ,
i
>--------------------------------------------,
j S2e Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
i A THIS cHANGE-DRDER IS ISSUED PURSUANT TO (Specify authority) THE CHANGES SET FORTI! IN ITEM-'14)i:RE MADE IN THE
Mod1f1cat1onObligated Amount $0 00
Check One
f-~~----;· CONTRACT ORDER NO IN ITEM 10A.
X / 52 212-4 Contract Terms and Conditions - Commercial Items (Mar 2009) - TAILORED
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes In paying
office, appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(bi.
C. "fHIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:
D OTHER (Specify type of mod1f1cationand authority)
E IMPORTANT: Contractor IX Is not IS required to sign this document and return copies to the issuing office
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. inc uding sol1c1tat1onlcontract
subject matter where feasible)
The purpose of this Modification 0001 Is to replace the Repor'.1ng Requirements found In Section 13 of Attachment B - TEACH Grant
Requirements, of Contract Number ED-FSA-09-D-0014, Task Order 0006 [See Enclosure 1 for revised reporting requirements].
All other terms and condItIons remain unchanged .
• ~ce~I as provId~d hcrc,n, all lerms and cor1d1110r1s

of lhe docLJmcn, referenced In ,tem 9A or 1GA. as heretofore char1ged, remains unchanged and m full force and effecl
15A NAME AND TITLE OF SIGNER {Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or pnnt)
Angie Srnith
202-377-4016 angIe sm1th@ed.gov
rSB CO=C_f2"1QFF]'ROR _______ ----, 15C DATE SIGNED 168. UNITED STATES OF AMERICA 16C DATE SIGNED
--------
(b)(6) 1·
. . FEB 28. 2013
i l
(Signature of person authorized to signj
(S1 nature of Contract1n Officer)
~S'; 75..\0-0\-\52-8070 ST\ '\ll.\Rll H)R\ I JO, (Re,. I 0-SJ)
Pre, wu,.; Ldi1ion unu,;ablc Prc.,crih~J b:, (,\A F.-\1{ (..\8 (Tl{) 53 2-1'
Attachment Page
ENCLOSURE 1
Req, Catego,y
"'"""'"'°''"''"''"'"'""·"'
'?,<,(., o• •• J''C'.
\m,c"""'" S,,a,O[A(HOqc,,"o'"'''""'''" 01 ,,c<o•O,

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T;A, H-,•, <
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,, '""'"'"'• :;•, S,,oo", :,, ,,,,,,., a•· '" cl·•c· ,.,,, ,,,e• f e ,; ,
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, •• ,,,,., ,,o.,,•,,c,,._•oc<,•,,Mc ,•,,ca,•
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•,,, ,c::e, , '°"ocl .I "''°"' c• ,-c ••oo,• -,.,, a• '
PAGE 2 OF 3 EO-FSA-09-D-001410006/0001
SCHEDULE Continued
i,------~----------------
ITEM NO. SUPPllESISERVICES QUANTITY UNIT UNIT PRICE $
'
-----,
I
'
Contract1ng Officer Angie Smith, 202-377"4016,
ang1e.sm1lh@ed.gov I
Primary Contracting Officer Representative· Tammy

Connelly, 202.377.3298, tammy.connelly@ed.gov
Alternate Contracting Officer Representat1ve(s):

Patrice Washington. (202) 377-3845.
Patr1ce.Wash1ngton@ed.gov
Alternate Technical Point of Contact(s):

None
PAGE 3 OF 3 ED-FSA-09-D-0014/0006/0001
1 Contrac: ID COdQ _J'.~_g~_.si!..f'.

ages_
1 5
2. AM[NDMENT MO;)IIICATION NO 3 EFFECTIVC OATE 4 REOUISITION/?'JRCHASE l{EQ t\O 5. PROJFCl "JO (1\aµpl,cab:e;,
0002 MAR 08. 2013

Cc6-IS~s-u~E~D~B-1--~ CODE FSA-FS2 7 ADMINISTER[ □ BY (If :,ttw, 11@1ten 6) COCF:
U11ted Sta:es Cepa~.ment ol cduca::an
F~J~r~I S·uoe~t A d/1/, ss,0:1 ScJport Gr cup See Block 6
83C First SI 'JE Serie Off3
INashrog'.cn DC 20202
Ar.g,,a Sm,:r. 202-377-"016 ansrc s~1th:S,Jcdgov
8 NAM[ AND AJDRC::SS 01- CONTRACTOR (:-JO., Street. Cour,try, State and ZIP Code) 9A NJl[NJM"§NT OF SOLICITATIO's NO
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS: 007368103
12CO \JOf{! H 7TH STREET Cage Code. 41 UK7
!'"INANCIAL MANAGEMENT 5TH F!...OOR
HARRISFJURG PA 171J21~44 98 D,\TED(SEEITEM11)
,---,-,,.DA 1,10D'FICATICN Ot C6NTR/\CT/ORDER NO.
X
CODE'.00030774 f'f<CILICY COOE
--10BDATED (SE:E ITEM 13)
DEC 20, 2012
7 '
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATION 0 S~---------------
0 The above numbered sol1c1t2tion is amended as set forth In item 14 The hour and date spec1f1edfor ece1pt of offers 0
D is extended. D Is 1101extended.
O:'!ers rrust acknowlc,dge receipt of this amendment prior to the hour and date specified In the sol1c"tat1onor as a1nendec, by cne of the following methods
(a) B1·complet,ng items 8 and 15, and returnmg ___ copies of amendment, (b) Ay acknowledging receipt oi :his amendrrent or each copy ol ti1e offer subm,tted.
or (c) By ~eparato letter or telegram which includes a reference to the solicitation and amendment numbers FAILURE O~ YOUR /\CKN0\/1/_EDGMENT TO B:C:
R2CEMCD AT THE PLACE DFSIGNATED FOR THE R[C[,PT OR OFFERS PRIOR TO THI: HOUR AND DATE Si>ECIFIEO MAY RESULT IN REJECTION OF
Y00R OFF[R If by v1r1ueof this amendment your desire le change an offor already submitted, such change n~ay be made oy ;elegra·n or letter. provided each
telegram or let:er makes reference \o the solicita:1on and this amenomcnt. and is received pnor to the opening hou1 and date ~"e0c0,fi0ed,.~~~~-~-~~~-
12 ACCOUNTING ANO APPROf-'klf, TION DA TA (!f required) Mod1f.cation Amount· $0 00 1
Mod;k::ation Obligated Amount. $0 00'
See Scr'.edule
I 13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
I Check Qr·,<.a A
----- .
J l HIS CHANGE ORDER IS 1,;suED PURSUANT TO iS~C-11~-authority) THE CHANGES SCCTFORTH IN ITEM 14 AR[ ~',ADE IN THE
COis I C\t,CT ORCCR NO IN ITC:M 10A.
13 Tr1,CABOVE NUMBERED CONTRACTIOR~ER IS MODIF ED TO REFLECT ~HE ACt"11Tji§TRAT VE CHANGES (such as cliarig<.aoIn paying
office appropriation date, etc) SET FORTH IN ITEM 14, f-'l.,RSUANT TO THE AU I HORITY OF "AR 43 103(b)
f---x----+-C~-T-1-IIS~S-UcPcC-L:CMENTAL
Mutual Agreement Be:ween
AGREEMF:NT IS ENTERED INTO PURSUANT TO AUTHORITY OF
the Parties
~----------------7
i D OTHER (Spec1ty type of mod1ficat1on an:J autt1or;ty)--
E IMPORTANT· Contractor I Is not [x Is requ red to sign H:is docurr.ent and return 0 ,0c0e0. -~---------,
copies_.!::_!~ •.::l~~ng'--"ott
I 14 CESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, 1nclvding sol1c1\at1orilcor1tractsubject matter where foas1~lo)
! SEE PAGE 2 OF 5 FOR OESCRIPT ON OF MODIFICATION.
'
'
See Continuation Page
II
:_S1gra:vre of person au\!1or:Led to siyr:,I (S1~naturn ot Contract ng Offi:e,)

:-:s~ -5.w.01.1s2-80,11 ST_,\\'.U,\I{[) FOlDl 30. (R,·,· lll-831
l'rc", ious h.'.ition um1,.1bl~ P,~s~r,h~cl b) Ci',,\ I /\JZ i•l8 lTR1 53 213
Continuation Page
Continued from Block 14 ...
The purpose of this Modification 0002 to Contract Number ED-FSA-09-D-0014, Task Order 0006 is as
follows:
1 To change the implementation date for the transfer of TEACH Grants. The revised scheduled
implementation date for the transfer of TEACH Grants Is July 22, 2013
2. To incorporate the attached TEACH Grant Conversion Timeline into the contract. [See Attachment 1]
All other terms and conditions remain unchanged.
PAGE: 2 OF 5 ED-c:SA-09-D 001410005/0002
'!tac ment Page
Attachment 1
TEACH Grant Conversion Timeline
,.i~em:: :i ..';,:· .
<":· ,,;,- ··"'·'•:/
•.' . .
.¥.ileston'e D_E;ii;fription ...
_ . 0;,,l-'/'.•
' :o_ate._··
--'.!-'.'·
Conversion Planning
1. PHEA"I µrov1des dcna required In EA2/ Jnd EASO'.lies and 1uppler.1entJI files 2/22/13 a'>d 2/25/13
2 FSA, Xerox, and Pl IEAA di:,cuss current T[ACII servicing volumes 2/26/13
3. PH~AA prt'>!crils pre posed project :imelin(• rn FSA 2/28/13
4. Xerox, PHEAA Jnd ~sA confecen~"' c.alls ~o d,scuss 2/28/1..3 ar.d 3/1/13
a EA27 DJtJ Requirements and VJlid Values
0 DJ!e of '1rst EA27 and EASCItest files
C Number and ~ype of first test tiles
d Ooen d1scusS>onof TfACH Collate•al
e Open discuc;s10:i of TEACH VluppIrg
f POCs tor data m;ippin~ questions, routed :hrough PM
; PHEAA will provide r:1Inutes of t,ie cell 10 FSA und Xerox to memorialize 3/<1/13
d1scu,sion Jr.d deC"s1ons
G FSA ~eci Xe1ox provide agretment or correction; to r1Irute1. 3/5/13
f-SA Jnd PHEAA ~gcer :o proIect t1r:1el,nc 3/7/l3
'8. PHEAA proµc.l;<-'SplJr for 1STwith Xerox (scenario and sched~le 3/13/ Ll
9. FS/\ and PHEAA agree to 1STschedules 3/15/13
ID. FS/\ and Xero, agree :o PHEAA's TEACH Transfer 1STplan with Xerox 3/20/13
Communications
11. PH EAA delivers communicJt1ons to FS/\ for review 2/15/13
12 FSA reviews and provide> '.eedback to PHEAA 3/8/13
13 PHEAA pro,,1d;;1 concerns/re1pon;es to FSA 3/15/13

1' Al: ,~A Jno PIICA,\ c.on1rnunIcatIon, ruv,sions are agre<:d to 4/1/13
15. PHEt,A ceve:op, CO,"lrnunIcac1uns for r,rodurno1 6/14/13
COD 1ST
06 ' FSA provide:, COD 1STp,an to COD and PHEAA 4/2/13
17. COD provides test i1lus to PHEAA (non-lST) 5/1/10

18. COD and PI-IEAA resolve anv Is,u~s. prep for 1ST 5/6/1 "-
19 Pl-i[AA cind COD perform iST w,ch FSA 5/13/13-5/17/13
20. Results of CDC 1STdocumerted; follo,vJp actions assigned 5/20/ J 3

'
NSLDS 1ST
21. ~SA provid0s NSLDS 1STplan to PHEAA and NSLDS 4/2/13
22 PHEAA anc NSLDS perform 1ST•1,<thFSI\ 6/10/13
23 ~esJlt1 of NSLDS 1STdocunwn:s:d fo:lowup actions assigned 6/17/~3
FMS ISl
2,0 F'.:,,~pruv1de, Fr✓'S ,ST plan :u PHEAA crnd rMS 4/2/13
PHEAA and Fi\1I5~ertorrn 1STwith FSA li/12/13
"
26, i1.e1ulb of FV,S 1STdocwnen:Pd; fol.Ov.'Lip actions as.,igncd 6/lS/~3
f'.'\CE 3 OF 5 ED-15A-OS-lJ-OCl1410006100[12
ttac ment Page
Attachment 1
TEACH Grant Conversion Tlmeline
Xerox 1ST
27. Xerox provide> test tiles to PHEAi\ (ncn-lSTi ~/~/13
28 PHEAA end Xerox resolve anv issues, prep for first 1ST 5/8/13- ~/li/U
29. PHEAA and Xf'rox perform firs; 1STwith FSA G/3/13- 6/7/:3
30 Rc1uh of firs: Xerox 1STdocumented; follow up orC1om dssiened 6/10/13
3' PHEAA ano Xerox perform second 1STwith FSA 7/8/13··7/12/13
:
32. f{~sults of se~onc Xerox 1STdocumen:ed; followup actions ossigned 7/1.0/13
TPD 1ST
33. FSAprovides TPD 1STplan co l'I-IEAA ~nd Nelnet ~/2/l3
3' P>JFAA;inC:TPD perform 1STwit'1 FSA 7/2/13 · 7/3/13
JS i Re,u!ts cf TPD 15Tdocurr,ented; followup JC\ions ass,gned 7/8/ 13
1STApprovals
3G. PHE;\,\ will rnm:ilete ali act,v ties for all lST opprovol, 7/16/13
Artifacts
31 PHEAA will b~gm producing ar;ifdcb 6/1/13
38. PHE,\A v,ill produce all ar:1facts '.o FS,\'s sat1sfact1or 7/16/13
Production Preparation
39 : !\II uc.ts:ond1r1i .a<,k\ cornpictecl 7/1//13
l);J, Pfl[AA TEt,CH ~rci~I Servlling Cuc1~Promoted'" Prepa1Jt1011for GO I.IVt en 7/18/1:i
7/22
u TEACH Conversion 'rom Xeros tG PHEI\A and GO LIVE for PHEAA'sTEACH 7/22/13
Gran: Servicing c>nd Cuotomer FJcing \'/eb F1mctionality
42. PHEAA wLII hold ell TEACH Grant \0 LoJn conver,1ono for 60 dJy> to enable 7/22/13 - 9/22/13
post•product1on pro~ram mcnitoring
PAGE 4 OF 5 ED-FSA-09-0-0014/00:,6/0002
SCHEDULE Continued
!-----~-----------------~---~-~------~------' UN<T UNIT PRICE $ ,>MOUN[ S
ITEM NO. SUPP~IESISERVICES QUANTITY
Contra:::tIng O'/1cer Angie Smith, 202-37"/A0"'.5,

ang1e srrnth@ed gov
Prirra:y Contracting Officer RepresentatI'1e Tammy

Cornelly, 202.377 3298, tammy conre:i.y@ed gov
Alternate Con'.racting Officer Representative(s)·

Patrice Wasi'.ington, (202) 377-3845
Pat-ice Wash1ngton@ed.gov
Prir:iary Tecnnical Poirt of Contact· None
A!iemate Technical Poir.t of Contact(s)·

None
PAGE 5 OF 5 ED-<'SA-09-D-0014/000610002

1 Contract ID Cod~ ' ?dge of
1
r~g~s_
i
-I
8 ,
2 /\MENDME:NT MOUIFICATION NO. 3 ffFCCTIVI:: lJ/\ Tl' 4 REQUISll ION/PURCHASE Rl::Q NO 5 f>ROJECT NO (1/appl,cablc)
0003 APR 30, 2013

G iSSUtn r,y COD[ FSA-FS2 7 ADMINISTr:RrTt RY (If olher than item 6) -:::oorc
United States Clcpartmc1t of ~duca•,an
~cdcral S·.~dcnt A1d,M1ss1onSuppo1 Group See 8 ock 6
1
500 F1·st Sr Nl' - Suite 311'3

•NasC11gtan DC 202C2
.~ng,e Sm,tr 202-01 /-4·J16 a-.g-e sm·tC@ed gm
~~~~~~-----------------·--.~-c"c~~~--
8. NAME AND ADQRESS OF CONTR.f..CTOR (NO, Street, Country, State and ZIP Code) 9A. AMEND\IIENT OF SOLIC'TATION NO
{x)
HIGHER EDUCATION ASSISIANCE:. AGENCY, PENNSYLVANIA lJUNS. 007368103
120C NOc;:TH 7TH s--:-R[F:T Cage Code: 41UK7
FINANCIAL t-~ANAGEMENT 5TH FI_009.
HARR 1S8URG P,~ 171021444 98 DATED ,:SEE l:H,l 11)
10A r-.10D1c;cATIQr,J or
CONTj;!ACTiORDER '-:0,
i ..JJ,JC
[U-l"SA-OS-~-no·
X ho·
0 - --·-·j
s"o"A"T"E"c"1"s"E"E"""E"M"1"3"1-··-··-----·---
CODE 00030774 j FACLLITY CODE DEC 20. 2012
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
0 The above numbered solIcItatIon Is amended as set forth ,n item 14 The hour and date sp<;1C1fied
for receipt of offers D Is extended DIS not ex'.enced
Offers rnusl ~cknowledge rece,pl of th,s an1end1ne·1tprior to the hoc,r and date specified 111the sol1c1tal1onor as amended, by cnf! or the follow,ng methods
1aJrly comple>\1ng,terns 8 and 15. a,,d rcturn,r,g ___ cop,ios of amend men(: (b) By acknowledging receipt o' this amen~ment on each ~opy of the offer submitted,
or (cl By separate letter o· telegrarn wh,c~ includes a reference to the so11c,ta:Ionand amendment numbers Ff,ILURE OF YOUR ACK~OWLEOGMENT TO BE
RECEIV[[) AT Tc-JEPLACE '.JE:SIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECli'IED MAY RESULT IN REJECTION O:C
YOUR Oi'FER. If by vIriue ofth1s arrendme~t your desire to change an offer already subrmtted, such cl1ange rnay be made by telegram or letter, provided each
telegram or letter ma\<.esre'erence to the wl1c1tal1011;,ml tt·,is amf!ndmtant and 15received pr,or IO the opening hocJr and date specified.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount $0.00
Modification Obligated Amount· $0 00,
Sec Scl:eCule
A ":l,:SCi-'ANGE ORDER iS !SSUEO PURSUM;T TO· (Specify authori1y) THE CHANGES SET FORTH 'N ITE:f,114 ARE MADE IN Tri[
,------- CONTRACT ORD[R NO IN IT[M 10A
8 THE ABOVE NUIIIIBEYED CONTRACT/ORDER IS MODIFIED TO REFLECT fHE AOMINISTRATl\/0:: CHANGES :sJcli as ~hanges In pay,~g
of~ce. appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43 103ib)
C THIS SUPPLEMENTAL AGRl:::l::.Mt::NI IS ENft:.REO INTO PURS'JANT TO AUTHORl-,-Y OF
X Mutual Agreement Betv,een '.he Parties
! E IMPORTANT· Contractor I is not. fx is required to sign thrs oocument and return copies to the issuing office
14 DESCRll'TIOt\ Of" AMENDMEN i"IMODIF!CA flON (Organ,zed by UCF section headings, IncludIng solIcItatIon.lco11tractsubie8 matter where feas,ble/
The purpose of this ModIficatIon 0003 to Contract Number ED-FSA-09-D-0014, Tas;-; Order 0006 is to replace the TEACH Grant Requirements,
fo~nd In Attachment B of the 1D10contract, with the attacned Erclosuce ', - TEACH Grant Requirements Vers107 3 0
Excep• as provided here,n all tcr<ns and cond1l1ons cl thE docum~nl referenced ,n 11cm9A or 1UA as herclo'ore manged remains uncha~qea aoa 1ntull locce and etect ~~-------
1, •,_~. NA~lE AND TITlE C~_Sl3NER I-ype or pnntJ 161\ Ni\Mt:: AND TITLE OF CONTc;;ACTING OFFICC:R ITypG or pnnt)
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1ss CONTRACTGJRB3~~~.BQB___ ______ ' _. T 75C. uME sIGNbJ ,_1_~.t-:_t,n-_1I~j_lj,H:S or_i:s~-\~RJQ\ 1Ge DA TE SIGNED
b)(6) I
--AP-R--30.2013
(S,gnature of person auhonled '.o sign) (S1gnat~re of Contracting Officer)

NSN /).HJ.Ol-15'.'.-8(J~O ST.\ '\D,\RD FOIBI 30. (Rev. Ui-83)
l',~,i•Jus Ed<t1t>1~
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PAGE 7 OF 8 ED-FSA-09-D-0014/0006/J003
---------- --------·-- ·~- .. -·----- ~ --- ... ------

SCHEDULE Continued
IIEM NO SUPPLIES/SERVICES QUANTITY UNL/ UNIT PRICE $ AMOUNT $
Contractir1g Officer: Angie Smith, 202-377-4016,

angie.sm1th@cd.gov
'
P:imary Contracting Officer Representative: Tammy
Connelly. 202 377.3298, tammy.connelly@ed.go'/
iAlternale Con(rdcling Officer Representat1ve(s):

'' iLyn1 Smi'.h. 202-377-3577, lyrrn.sm1th@ed gov
Pa'.rice Wash'ngton. (202) 377"3845.
; Pa trice Vo/as h1ngton@ed.gov
;
Priciiary T eclrni=a! Point of Contact· None

'
Alterrate rechn cal Point of Contact(sl:
None ' !
I ''
'
I
i
I
-· ----~-----------------~----~-~------~------~ I
PAGE 8 OF 8 fcD-FSA-09-0-00141000610003
1 c~r·tracl D Code
I }_
4 Rt:OUISITION;PURCHA.SE REQ :,,c 5 PRC>JECT NO (i' 3ppl catle,1
0004 JUL01 2013

G ISSUED RY CO:JE FSA-FS2 7 i\Dlvl 1NISTEr\EO DY (If ot~er than ·tem 6: coue
'ln"~c Stnes L'e~~r.mGn! cl Ea,.catio~
"e--J~·a! Slcdeol ~,d/f/.,ss.an Sui;por1 Gco,ia See Block 6
dC in; S! lh - S,11€ 91t-'.J
V-iasl1 ',jlun :,:; 2020?
fwc11eS, -1·, 2G2·3/",'.4~·c d~g,u,$rMl"h:1Y~dSG'✓
8 r,;Al,•li:' A".l) f..:J'.lFF,:0,S OF CON, IU\C I 011 (NO, Slreiot Ccu"try, C:,t;itc and LI" Code/
I IICHl::R EDUC/\"l;QN /,SS:STANCE ;\GE.'.JCY PENNSYL Vf,.N IA rJUNS· 007358103
12JC l·,0:'('H 7T---,ST Rt:E l Cage Code: '11UK7
I '•J!\NClt,L \.'l!•.NAC[\·'.:C~ I 51 H 'rLOOl-i
H"\1-/1-/ISliUi<G PA 171()11444 93 D/ITC:D(SEEIEM1'.)
10A l·,10LlltlCATICN OF CONTRACT/ORDl-'R NO

er, cc;:,-;~r. w4 oo,~,-:
X
L __ - ------------------~-------------------,
181J D/;Tf:D (S[C: ITEM 1'.i)
ccoE oornonc:. FACILITY COCE DEC 20. 2012
D Tr.e above numbered so:1c1tat1on1samended as sc: fcrth 1n 1tern 14. The hour and date spe:c1i1cdfor re:e1pt cfcfc,s D ,s extended, Dis r.ot extended
Offers n1v,\ ackr-owled~e receipt of this amenclment pr18r to lhe '"lour a·id date sµe~1fied m 11e sol1c1tat1onor as amended, oy one of the follow1~g metiiods
(J; Dy completing ,teais 8 and 15, a11d1e:.Jrn1nq___ copies of a1nendlllent (b) By ack110wledg1ngrece1p! of this amenc111eciton each rncy of the off~r s·.,bm tled.
or iC) by seµarat,_, letter or telegcan1 which 1rdudes a ceference tc the solmta:,on ana a111end1-:ient 11un1bers :"(-\ILUR[ Ot YOUR ACKNO'/'il[DGME:I\ T TO J[
RECE,VED AT ThE i0 L,'ICE JESiGN,\TED FOR THE RECEIPT OF: OF~ERS PRIOR TO 111[ I !OUR AND JATC:: Sf'f:Cltl[D MAY K[SJLT l~J R[J[Cl ,ON or·
YOLIR OiTER If by ,wtue of tr.is a,rendment your desire to cnarge an offer already subrn1\ted. su~h cnangc may bG rnadc t;y :elcg:am or letter, prov1acd cacr.
ld<'qra,·1 or ·u:ter rr1akcs rcfc:ence to \.'le sol1c1la:on and ~.hisamcndmcn1, and s received pi ,or lo tne open1.1-~l1our_and date spec,fieG. _____ ~-J
1l ACCO-'.\ ·1ING ii.ND kC'PROPRIA TION CAT A (If required) Mod,f1cat1on Amo Jilt $,J O,JI
St2e s::iecicilc Mod1f:cat.or Obl1gate8 AmoJnt SJ c-:,!
0R"D"F"R=,s•,
A ·-ff-%'~C"H'A'>"G"Fc·'C0s"S'U"C'D=c•u
0R0S'U'A'>"T-'". 0,cH/\NGES_S_E
0~,0S'p'ce',fy~a'c"th'o'c,'ty')'T'H"EcC ___
F_oRTi=ffN-7fEM 0D'E't'N'l'H~E
i'4',\'R"E=M'A
Check Orie
~------, CONTRACT Ol~CER 1\0 IN ITEM 101\
B 2.$changGs m pay1n~
-:-HE ;\B0\/t: NUMBERt:D CONTR/,CT-'ORCER IS MODIFIED TO RffLECT T-H-iiAofm~JisTRA·Y1'ifCr<.ANGES.,:SlJ81'.'."""
cf'ice. ap~ropria:1on d2le, e\C) SET FO'HH iN ITEM 14, PURSUANT TO THE AUTHOI-/IJY Of- 1-'Ai~43.103p).
C THIS surPLEMENTAL AGREEMENT IS CJ>JERED INTO PURSUANT TO i\UTHOR!TY OF
X Mutual Agreement Getween tne Parties
D OTHER (Spoc1fy type of 1'1od,f1cat1onal7d aut-oc,ty)
r I Ml'OR r /1N I Co:-itractcr I ·,s not, D<1s required to s1g11tl11s documont and rnt1;rn copies to the issuing office
14 Jt:SCf\lPTIO\J OF ,\\H:r, ::irM'NT.'f,·'.OD FICA TION :Orga111zeoby UCF se~i on heaair-gs. 1~cl,.Jd:n~so'1~1tci:;ur11curitrc.c'.
s~b1ect matter 1•;;1erefeasible:,
Tr.e purpose of this Mod1f1cat1on 0004 to Contmct Numbe~ ED-FSA-09-D-J01 '1-.Task Order 0006 1s to 1nco porate the requirements
0
for the new
process regarding To:a· and Pe1mar,er1t D sabil1ty i_TPD) discharges for TEACH Grants. effective July 1, 2013. :see '.enclosure'.]
All othe:r terms and cond1ti-ons rema111 uncr,anged
__;_xu,pl ;,s prc,nlre,,: llc,c,·1 ~II :~·ens 0",•1cnndl"oc, of Ille ccc,,,n~,11 rr,krcnccJ , :~,n 01\ ur 1CA, as l1ere:0fu1e ct,argod rc,no,,,s cncha,,(Jec and"' I.II fore~ anJ disc:
15,:,_NAr-/,:.':ANlJ 11;L':: or_s:G,'<t:I< i_lyµo or rrir,n 16A l\'Af,CE A~J TITL[ OF CO,'rRACTlr>JG OFFICER i_Type or pri,11)
f\~-/~\.L-)-}(:\v_:--:'-:_~}:.;:_f,,
-:.::,-, Angie Sm:th
202-377-4016 ang1e sm;t11@ed gov
1GC lJAi~ S 1-0r>JElJ

,,~l(bl(61
', (S•gnatue of :iersc11 aut",0~1zed to sigr)

L (Signature of Cr.ntracl1nq Officer)
JUN 14,2013
\ \\ 7~ l1J-1ll-l 'Z-~IJ7/J :,,,1.\."\D\Rll J-()1{~1 311.(Rn. 10-83)

i':~1 WL:s led lliUI: llll\lS:1bk ]',-c:,1crih~d h) c,~.\1·\ I< (-rn ("'-'Il-July 1, 2013.
a TEACH G~ant servicer iFLSI ref us all TPD questions a:id issues from recip"ents to
TPD Servicer (Nelnet).
b. Nelnet not1f1esrLS v·a a Lender Notification (LN) tile that TEACH Gra1t recipient
1ntends to apply for TPD c ischarge and to suspend activity on G1·ant.
c. fLS w1:I apply 120·dJy suspension on Grant activity (e.g., SL.:ppress
Quarte·lv/An11ual Interest, Certification, 8-vear clock, etc.).
d. Nelnet notifies FLSvia a Lrnder Notification (LN) file :hatTFACH Grant recipiert's
TPD ap;:ilicc,t1onhas beer received Jnd Fl$ should sus;:iend ac:1vity on Grant
e. FLS will apply a sL.spens·on on Grant activity (e g, suppress Quar:rrly/,'\nnual
lrterest, Cert1f:cation, 8-\'ear clock, etc.) until notified by Nelnet of tl-e resu',t of
their rev·ew of the Grant recipient's discharge applicaton.
f. Ne,r.et and FSA make :ne dcterrninz,tior of eligibil-ty on Gr;mt rerip,e1t's
;:ipplic;:ition for TPD
g. Nelnet sends ar updilted LN to FLS,11olifyine,either that the TPD applicotion was
rc.cctcc (resume servicirg 011the Grant recipien:), or the TPD appl1cat1on was
approved Note: FLS will not transfer the H,'\CH Gra·1t via the EA27, but will
retain the TfAC!I Grc.nt on tl1e rLS system, and write tl--e bi!lilnce down to 2ero
(there-by suspending se,icir,g). The balance reduction will be reported to FMS
as WRTOFF. FLSwi'I repor: the TEACH Gra11tstatus chanee to NSLDS. Ne net will
assume the HACH Grant service cbl·gation was dischargrd once the L"l 2porov;:il
1s sent ard will re y 01' NSLDS re:Jorti1"g to set up the TPO account for the
discharged TEACH Grant.
h. Nelnet will perform all cor1m~nicatio11s with TPD applicants.
F'.Swil' accept anv COD 2djustmants 011the TEACH G-an: d·Jr1ne ,re 3-vear :Jost-
oischarge Monitoring Period.
j. Nelne: performs 3-vear ~ost-discharge monitorirlg. No actior1 :Jy rLS :, required
if there is no change during the 3-year post-discharge monitoring period. If a
Grant recipient is determined no .onger eligible for TPD, Nelnet noti'ies FLS to
rei:1state the TEACH Grant.
FLS applies a s~spe1sion on the TEACH Grant effective the dc1:eof write·
off to the date of the notification
11. rLS reverses the write"off to rcin5tate the 'Jalance. H1is reversc 1 will
report to FMS as a WRTOFFto offset the original write off.
i:i. FLS will e11>ure no interest accrual applies d·Jring the period it is with
Nelnet fo.' TPD servici1°g/n1onitoring. Nel1wt will notifv H'D applicant of
1neligib:lity for TP'J and rcinst.itement of their TEACH G:ant lo active
ser11icing.
iv. FLS w·11send TE;.\CH Grant recipient communication wi:h '11formJtion
sucl1 as interest rate, service obligatio1 pPriod remamirg, etc
v. rLS will corrplete the needed MSLDSrepo~ting to show the TEACH G•,rnt
was reinstated.
?AGE 2 OF 3 ED·FSA-09-D·C01~,c·006/CJ0,1
----------------------
SCHEDULE Continued
SU PPLI cS,'SCRVICES AMOl,'NT ;
--~---- ---------
CJnt:acung Officer· /1ng1c Smith, 202-37 7-4016.

ang.e.sm1:h@ed gov
Pr-rrniry Cor·tract1ng Officer Representa:i·ie l ammy

Ccm,1elly, ?0?.377.3293. t2.n1my.ccr.·1e:.y@ed gov
Altermote C-Jntrcct1:1gOfficer Representa:ive(s)

Ly:1r. S:11,th,202-377-3577, ly11n.smit:i@ed.gov
Paince Wash1n;ton, (202} 377-3845,
Patr·ce \.·'l'ashingtrin@cd.gov
'Primary ~eclm1~al Po,nt of Contact: Nore
Alternate Teclnical ::ioi1·.tof Co~tac\(s):

None
PAGE 3 OF 3 ED-FSA-C9-D-0014/0006/G00~
1 Contract ID Code Page of Pages

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 2
2 AMENDMENT MODIFICATION NO 3 EFFECTIVE DATE I 4 REQUISITION/PURCHASE RE:Q NO I 5. PR-6jtcT NO (11applicable)
6. ISSUED BY
0005
CODE
I JUL 19, 2013
FSA-FS2
EDOFSA-13-000694
7 ADMINISTERED BY {If other than ,tern 6)
I CODE -
UMed States Departmenl of Education
Federal Student A1dlM1ss,on Support Group See Block 6
830 Fifst St NE - Suite 97 F3
Washington DC 20202
Abdulaz,z Yousuf 202•377-4096 Abdulaziz Yousuf@ed gov
--
8 NAME AND ADDRESS OF CONTRACTOR (NO Street. Country. State and ZIP Code) 9A AMENDMENT OF SOLICITATl6N NO '
{x)
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS 007368103 -
1200 NORTH 7TH STREET Cage Code 41UK7
FINANCIAL MANAGEMENT 5TH FLOOR .--
HARRISBURG PA 171021444 9B. DATED (SEE ITEM 11)
10A MODlf"ICA-llON OF CONTRACT/ORDER NO

rn-tS0-09-C-OC14.0006
X ---
108 DATED (SEE ITEM 13j
'D
-
CODE 00030774 I FACILITY CODE
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SO~!_CITATIONS
The above numbered solIcItat1on is amended as set forth in item 14 The hour and date specified for receipt of offers 1sextended Dis
DEC 20 2012
D
not extended.
_J
'I
Offers must acknowledge receipt of this amendment pnor to the hour and date specified in the solicItat1on or as amended. by one of \he following methods.
(a) By completing items 8 and 15. and returning ___ copies of amendment (b) By acknowledging receipt of this amendment on each copy o1 the offer submitted,
or (cl By separate letter or telegram which includes a reference to the solicitation and amendment numbers FAILURE OF YOUR ACKNOWLEDGMENT ro BE
RECEIVED AT THE PLACE DESIGNATED FOR TH[ RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted. such change may be made by telegram or letter, provided each
tele ram or letter makes refer'c_lJ~~o_t_hesohc1tat1onand this amendment. an~_r?_~ived pr_i_o_r to t~e opening hour and date _?_p~~1fled, ----·
12 ACCOUNTING AND APPROPRIATION DATA (If required) Mod1f1cat1on Amount $50,000 00,
I See Schedule Modification Obligated Amount $50.000 00 I
Check One
j fl. THIS CHANGE ORDER IS ISSUED PURSUANT TO· (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
1 CONTRACT ORDER NO. IN ITEM 10A
C) THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFl ECT THE ADMINISTRATIVE CHANGES (Such as changes in paying
office. appropriation date. etc) SET FORTH IN ITEM 14 PURSUANT TO THE AUTHORITY OF FAR 43103(b).
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF
--- ------------
D OTHER (Specify type of modification and authority)
X Furndng Action
E IMPORTANT Contractor IX Is not. I Is required to sign this document and return copies to the issuing office
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicitat1onlcontract subject matter where feasible)
The purpose of this mod1f1cat1on Is to provide developmental funding in the amount of $50,000. This increases total contract value from $250 000
to the new total of $300.000
All other terms and cond1tIons remain unchanged
lxcepl as prov,ded herein all trrrns and condItIons of the document referenced In ,tern 9A or 10A as heretofore changed remains und1dnged ano 1nfull force and ettect
15A. NAME: ANO TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Angie Sm,th
202•377--4016 angie sm1th@ed gov
0 0
i"s"c~o"A"T"E"s"1G"N=rn="1"6B"."u"N"l"T"E"D"S 0R"1c-A"
T"A'"T"E"s"o"F-A
M=e ----1"6°C~D~ATE'S'l"G"N"E"D~----j
_!_5_Fl
_CONTRACTORIOFFEROR
JUL 19 2013
(Signature of person authorized to sign) S, nature of Contract1n' Officer

t
"\S's 75--10-0\-15~-8070 ST\ '\D.\Rll FOR\I 30. (Rn. 10-83)
l'rc,~rilx:J b~ l,'-;_\ L\R (--18Cl Rl 5.>...!--1(
i'rc, iot1, I dition lltlll,ahk
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS
----UNDER THE
------ FREEDOM OF INFORMATION ACT
SCHEDULE Continued
>------- -
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT ! CNIT PRICE $ AMOUNT $
Contracting Officer. Angie Smith, 202-377-4016

angIe sm1th@ed gov '
I
Primary Contracting Officer Representative Tammy I
Connelly 202 377 3298. tammy connelly@ed gov '
i
Alternate Contracting Officer RepresentatIve(s). '
i
Lynn Smith 202-377-3577, lynn sm1th@ed gov
Patrice Washington (202) 377-3845.
Patrice.Wash1ngton@ed.gov
Primary Technical Point of Contact None
Alternate Technical Point of Contact(s).

None
(New Line Item)

Budget Line Item Title TIVAS Development
Budget Line Item Category Number - 3
0029 Development and Maintenance for TEACH 1 00 SE 50 000 00 50,000 00
For period of August 1. 2013 - December 31, 2013 i

0202M2013 A 2013 ENB00000.6N5 2521A AAJ 000
0000 000000
$50 000 00
'
'
I
PAGE 2 OF 2 ED-FSA-09-D-0014I0006I0005
J
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' CcclrnctlDCcde

i
PaqeofPa~
1 I 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO PROJECT NO. (if applicable)
15
0006 JUL 26, 2013 EDOFSA-13-000693
6. ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other thart item 6) CODE
Un,ted States Department er Education
' Federal Student A1dlM1ss,onSupport Group See Block 6
830 First St NE - Suite 91F3 '
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code} 9A AMENDMENT OF SOLICITATION NO
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS· 007368103
(,)
-
1200 NORTH 7TH STREET Cage Code: 41UK7
HARRISBURG PA 171021444 9B. DATED (SEE ITEM 11) '
'
10A. MODIFICATION OF CONTRACT/ORDER NO.
ED-CS/,.09.D,001
410006
X
10B. DATED (SEE ITEM 13)
CODE 00030774 I FACILITY CODE DEC 20, 2012

; 11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended, Dis not extended
Offers must acknowledge receipt of this amendment pnor to the hour and date specified in the solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVED AT THE PU\CE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJE CTO N OF
YOUR OFFER. If by virtue ofth1s amendment your desire to change an ofter already submitted, such change may be made by !elegram or letter. provided each '
telenrarn or letter makes reference to tt1e solicitation and this amendment. and is received nrior to the ooenina hour and date soec1fied
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount $635,784.00
'I Modification Obligated Amount $635,784.00
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED \N ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 10A
8 THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103/b).
C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF
D. OTHER (Specify type of modification and authority)
i X Funding only action
i E IMPORTANT Contractor fX 1snot. I 1srequired to sign this document and return copies to the 1ssu111goffice.
14 DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, including solic1tation/conlract subject matter where feasible)
The purpose of this modification is to provide additional funding for TEACH Grant Servicing in the amount of S635, 784.00, through approximately
December 31, 2013.
The total contract value is increased by $635,784.00 from $300,000 00 to $935,784.00 .... See Continuation Page
terms and cond111011s

Except as provided hore.n, all or !he document mfcmnced In 11cm9A or 701\, ~• heretoforech~ngcd, rcm~m, ur1cllar1ged ar,d ,n full force and e1fcc\
15A NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Soo Kang
202-377•3798 soo kang@ed.gov
15B. CONTRACTORIOFFEROR 15C. DATE SIGNED' ~--16B UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
JUL 30, 2013
(Signature of person authorized to sign) (S1 nature of Contraclln ficer)

i\',l\ 75-IU-Ol-152-8070 ST.\~D.\RD FOR:\! 30. (Re,·. 10-83)
l'rs:\ io11:;hlitiun unu,abk l'rcscrib~d by GSA FAR (·18 (TR) 53.2·\3
Continuation Page
PAGE
OBTAINED BY STUDENT BORROWER PROTECTION CENTER 2 OF
AND 3 ED-FSA-09-0-0014/0006/0006
AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
----------
SCHEDULE Continued
ITEM NO. SUPPLIESISER\flCES QUANTITY UNIT UNIT PRICE $ AMOUNT $

-------------------+----,---
Contracting Officer: Soo Kang, 202-377-3798,

soo.kang@ed.gov
Primary Contracting Officer Representative. Tammy

Alternate Contracting Officer Representative(s):

Lynn Smith. 202-377-3577, lynn.smith@ed.gov
Patrice Washington, (202) 377-3845,
Patrice.Washington@ed.gov

None
(New Line Item)

0030 Provide funding for Teach Grant Services through 1.00 SE 635,784.00 635,784.00
approximately 12/31113.

0202M2013.A.2013. EN 800000. 6N 5. 2521 A .ACB.000.
0000.000000
$635,784.00
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND

PAGE AMERICAN
3 OF FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
3 ED-FSA-09-D-0014/0006/0006
1 Contract ID Code Pa eofP~2___

4
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4 REQUISITION/PURCHASE REO. NO. 5 PROJECT NO (,f applicabie\
0007 AUG21,2013 EDOFSA-13 000912

6 ISSUED BY CO'.JE FSA-FS2 7 ADMINISTERED BY (If other than item 6) coo,:
l,nJed S1ates Departmem ol Educa'.10~
Fede:al s:_udenl AidlMission Supoort Grouo See Block 6
,,,-v,,.~-v~"ciJ,, ~
Was11ngton DC 202J2
8 t,i_M·E "~'C, ~'JC.PESS '.Y:':=~tlT"'-"C70P ·:"'0S'.rc;et, •=-:••.:-.1'/S'.P1~2nd zip Code>)

HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS. 007368103
1200 NORTH7TH STREET Cage Code 41UK7
HARRISBURG PA 171021444
1OA MOOIFICA TION OF CONTRACT/ORDER NO

[ C-0 SA-Cs-0.o,;
1rl :,;:~c
Ix 108. DATED (SEE ITEM 13)
CODE 00030774 FACILITY CO:JE DEC 20. 2012

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF S9L1CIT A TIONS
D The above numbered sol,citation rs amended as set forth in item 14. The hour and date specified for receipt of offers O Is extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solici:ation or as amended. by one of the '.oliow1ng methods:
{a) By completing terns 8 and 15, and returning ___ copies of amendment: (bl By acknowledg1n~ receipt of tt>is amendment on each copy of the offer submitted:
or \C) By separate letter or telegram which 1nclu<!esa reference to the solic1tatIon and arnendment nurr.bers. FAILURE OF YOUR ACKNO\!lllEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of th,s amendment your desire to cnange an offer already submitted. such change may be made by telegram or letter, prov;ded each
tale ram or letter makes reference to the solicitation and this amenjment, and Is received rior to the o emn hour and dates ecified.
12 ACCOUNTING AND APPROPRIATION DATA (If required\ Mod1f1cat1on Amount. $5,670.00
Modification Obligated Amount: $5,670 00
See Schedule
CONTRACT ORDER NO. IN ITEM 1DA.
8. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
office, appropriation date etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103{b).
C THIS SUPPLEMENTAL AGREEMENT 1$ ENTERED INTO PURSUANT TO AUTHORITY OF;
X
· D. OTHER (Specify type of modification and authority)
1
I E IMPORTANT· Contractor r is not. ix rs required to sign this document anci return copies to the issuing office
! 14 DESCRIPTION OF AMENDME:NT/MODIFICATION (Organized by UCF section headings. including sol1citation/contract subject matter where feasible)
I SEE PAGE 2 OF 4 FOR DESCRIPTION OF MODIFICATION
I ~xcem as providedhere,n all'"""' and condmons ofths dooJrn~nt referenced ,n item BA or 10A, as hern!ofo•e changed rernams unchangec and ,n full forceand effect
0 0
L7
. _1_5?_•
coNTRACJO.RIOFFEROR_ · ___ 1sc DATE s1GN5:J2..T)6B. UNITED STATES OF AM"E"R1"c"A---.-~~
1"ec~.
o"A"T"E~s"10°N=Eo
' j(b)(6) I .(~-::-::Z~//~ - (b)(6) I! AUGji: 2013
I, ,s·1gn°1ure
.,
A,f
v
pocenn
v ~v,,
nuthorized 10 sig,;)
"
. ,/! , i L~--~----~~--_J
(S1gnaturti of Contracting Officer)
SlAI\'.DARD FORM 30. (Rn. 10-/B)
Prescribed by GSA FAR. (48 CFR) 53.243
PrevlOui l:ditinn unusabk
Continuation Page
The purpose of this modification is:
1. To incoporate the requirements for Change Request (CR) Number 2118. [See Attachment Page]
2. To provide funding for CR# 2118. The total contract value is increased by Si5.670 from $935,784 to
$941.454.
PAGE 2 OF 4 ED-FSA-09-D-0014/0006/()007
Attachment Paq&
Business Operations Change Request Form
Seniice Area Validation for Submission Completed: _

Requestor: Sue O'Flaherty ID: 2118
CR Title: Add CIP Code to the Common Seniices for Borrower Date Drafted: 615113
Schema for TEACH Grants Date Received: 6111113
Anticipated Implementation Date:
BA: Lisa Walker
FSA Servtce/System/Area Impacted
, , ACES 1',elnel Pla-fow1 □ NSLDS □ EAi
0 '<ot-for-Profits (NFPs) □ FPDM □ PEPS/IPM
□ Title IV Serv•cecs (TIVAS) CCPS □ FMS

C PartIcipatIon Ma~3gement [J Secumy Arch-lecture
□ TPD
□ DMCSIDMCS2 C- EDExoress [J SAIG
□ DLCS D eCampus-Based LJ AIMS
□ coo LJ Anc;I1aryServices @ other: _PHEAA __ _
(SJ Notification Only. COO, Great Lakes, Nelnet, Sallie Mae &
NFPs (No 1STrequired)
Reason for Change (Business Need):

Starting March 2014, the CIP code will be added to in the Common Services for Borrower Schema for TEACH
grants.
Description of Change Requested (Requirements):
1.0 CIP code shali be added to the Common Services tor Borrower Schema for use only with TEACH gram transactions
2.0 COD shs",' pass the CIP code on TEACH Grant transactions In the Comrr,on Services for Borrower Scnema starting
with COD Release 13 0.
3 0 PHEAA shall accept and store the CIP Code on all TEACH Grant transactions.
Additional Information (ALL OPERATIONAL IMPACTS MUST BE ASSESSED):
Note: The requirement to add CIP code to the EA27 will be handled in a separate change request for the EA27. The
requ;rements for this change for COD are In separate change ceques:. {ID 2110)
Does this change require a new network connection (Secure File Transfer Protocol is mandatory for all new
connections)?
~NoCYes
1STAnticipation.'Post-lmplementation Validation: FOR PHEAA ONLY

LJ No [8J Yes; anticipated dates March 2014
Validation (Required for Services):
Due i::iale--
! Requirement ! Requirement Validation Artifact
' !D
! 1.0, 2.0 and PHEA.Ashall accept and store lhe 1STwith COD March 2014
,o CIP Code on all TEACH Grant
transae1I011s.
i
Revised· 41'.'612012
PAGE 3 OF 4 ED-FSA-09-D-0014/0006/0007
SCHEDULE Continued
ITEM r,/Q_ SUPPLIES/SERVICES QUANTITY Ur,/IT I UNIT PRICE $ AMOUNT $
i
Contracting Officer: Angie Smfth, 202-377-4016,
angie.smith@ed.gov I
Primary Contracting Officer Representative: Tammy
Connelly.202.377.3298,tammy.connelly@ed.gov

Lynn Smith, 202-377-3577, lynn.smith@ed.gov

None
I (New Line Item)

0031 iLegislative Changes 150% Loan Limit. CR2118 1.00 SE 5,670.00 5.670.00

0202M2013A2013.ENB00000 6N5.2521A.AAJ.000.
0000.000000
$5,670.00
I
''
!
I
'
I
I
I
PAGE 4 OF 4 ED-FSA-09-0-0014/000610007
1. Cont,ac\ ID Code I•----~

Page of Pages
I 1 i 2
2.1,MENDMENT MODIF:CATION NO 3. EFFECTIVEDATE 4. REQUISITION/PURCHASE REQ NO 5. PROJECT NO (If applicable)
0008 JAN 08, 2014

6 ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY {If other than item 6) CODE
un,:eo States Oepar.men< of Education
Federal Studer.: A,d.'M,ss,cn SuppM Group See Block 6
63~ First S: NE - Suite 91f'3
Wash:ngton o:::; 20202
Amber Jones 202-377-3873 ;.rnber Jones@ed gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.~
(X)
1200 NORTH 7TH STREET
~
'
Cage Code 41UK7
FINANCIAL MANAGEMENT 5TH FLOOR I
HARRISBURG PA 171021444 '' 9B. DATED (SEE ITEM 11)
!
10A. MODIFICATION or
CONTRACT/ORDER NO
EO-fSA-OS-0-:J:ll
l,'CClO
X '
'
1 I FACILITY CODE DEC 20, 2012
CODE 00030774
D The abo•,e numbered solic,tat;on is amended as set forth in item 14 The hour and dalt/ spoc1fied for receipt of offers D ,s extended, Dis not extended
Offers must aci<nowled g e rece1pt of this amendment prior to the hour and dales peci~ed ,n lhe sol,citalcon or as amended by one of t11efollovIngi met hods.
'
(a) By complet,ng items 8 and 15, ~nd returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the o1fcr submil\ed:
or (c) By separate letter or telegram which includes a relerence to the solic,lation and amendment numbers. FAILUl<E OF YOUR ACKNOWLEDGMENT TO BE
R,CCF.IVED AT Tl-IE PLACC D[SIGNATED rDR THE RECE1P·1 OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by v111ueof this amendme11t your desire lo change an offer already submitted, such change rnay be made by telegram or letter, provided e~ct1
telegram or :etter flla'~es reference to the so,1c1tat,01:and this ame1:dmen:. and ,s received cior to l11eopen111 hour and date s:.iecified
12 ACCOUNTING AND APPROPRIATIO'.'-J DATA (If required) Mod1f1catio11 Amount· $0.00
See Schedule Mod1ficat1on Obligated Amount· SO00
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MOD\FIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14. I
Ct1,:,ckOne A THIS CHANGE ORDER IS-isSUED PURSUANT TO. (Specify aut11orily) THE CHANGES S[T FORTH IN ITEM 14 ARE MADE: IN THE
CONTRACT ORDER NO IN ITEM 10A. I
!
B. THE ABOVE NUMBERED CONTRACT/ORDER IS !J.ODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes 1n paying I
office, appropnatmn date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b). 'j
C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO rURSUANT TO AUTHORITY OF:
'
X Mutual Agreemerit Betv,:een the Parties
.
!
'
O T.'"1ER(Spec,ly type of mod Ifical on a0 d aull1onty)
'
:.''c·,"IM"',P~O~R~T~A~N;T~
C~o"ot,,~sccl~oC;
·=~",c:"~ot",c'clx'.:.cl;s;1~eqso~l"ce"dC"to,s,,,g,ot
,h~,~sadoooc,cocmcecoOtcsCoOd"'C'"to,,,o~~ccccc'c"oCp~es
to the 1ssu1rig office
0
14 DESCRIPTION 0OF AMENOMENT/MODIFICA TION (Organized by UCF section headings. 1nclud1ngsol1~1\at1onlcontrJctsubject matter where feasible)
'The purpose of tl11s Mod1ficat1on 0008 to Contract Number ED-FSA-09-D-0014, Task Order 0006 is to change the period of performance end date
'. from June 16, 2014 to December 31, 2013. The new period of performance will be from December 20, 20',2 through December 31 2013
All other '.erms and conditions remain unchanged.
ds ,,,o,11Uodne1e111all termsono cor.c1t1ar1, d ll.e docurnenl mfore11ced 1n 1tern 911oc 1CA Os l1erelolo,e manged, rorna.ns unchang e,
beep:
15A NAME AND TITLE Of:_SIGNER (Type or print)
00ac"c"c''c''c"c"c"~'c'c°'e:'c"~°'~'=
16A. NAME:-:AND TITLE OF~CONTRACTING OFFICER (Type or pnnl)
• , \.·•·i · IAngie Srnith
I' ,,- \ ,_ '< :2~2•377-4016 angiesm1th@ed.gov
I 1
15·□--CONTRACl OR.'OFFEROR 15C. DATE SIGNED, 168, UN!TEO STAfES Of' N~ERICA '.6C DATE SIGNED
b)(6)
/ ·~ ·r(6) ..- f,.1/.-/Z
~014
I f!i
I (Signature of pe,,on .iuthonLed to sign) (SignaturC o·rContr~c:m~ Officer)

:-,;s:,,;75.io.0I-Is2-so70 ST..\i\DAIW FOR;\! 30. (Rei. JO-SJ)
PrC\'ious l'.dition unus~bk l'r~mib~d by CJSAfAR (-18CFRI 53.H3
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNITPRICE $ AMOUNT S
Contracting Officer: Angie Smith, 202·377-4016,

angie.sm1th@ed.gov
Primary Contracting Officer Rep~esentative: Tammy

1 Connelly, 202.377.3298, tammy.connelly@ed.gov

Lynn Smith, 202-377-3577, lyn11.srnitl1@ed.gov
Patrice Washington, (202) 377-3845.

None
'
'
i I
PAGE 2 OF 2 ED-FSA-09-D-0014/0006/0008
0 0 0 I Paoe of Paoes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '· """" c°' I 1 I 3
2. AMENDMENT MODIFICATION NO 13.EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ NO, 15,PROJECT NO. (if applicable)
0009 MAY 07 2014

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
United States Jepa.1menl of EdJcat:on
: Foderol Stude~t A1d/M,ss.on Sup?ort Group See Block 6
830 F,r,t St NE - Su,te 91F3
Wash.nglon DC 20202
Ambe1 Jones 202-377-3873 Amber Jones@etJ gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, S:ate and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007366103
1200 NORTH 7TH STREET Cage Code: 41 UK7 i
98. DATED (SEE ITEM 11) I

J1410006
ED·f SA·O!i·D-0
' X
I 108. DATED (SEE ITEM 13)
i, CODE 00030774 l FACILITY CODE DEC 20, 2012

11. THIS ITEM ONLY APPLIES TO AMENDMENTS o~_ScOcLalC,l"TcAoTclOcNcS~-----~--------j
D The above numbered sol1c1tationis amended as set forth in item 14. Tile hour and date specified for receipt of offers D is extended, Dis not extended.
Offers must acknowledge raceipt of this amendment prior lo the hour and date specified in the solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
J
or {c) By separate letter or telegram which includes a reference lo the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVVLEDGMENT TO BE
YOUR OPFER 11by virtue orU11samendment your desire to change an ofter already submitted. such change may be made by telegram or letter, provided each
teleoram or letter makes reference to the solic1!ation and this amendment, and is received nrior to the onen,nn hour and date snec,fied.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount. $-580,448.25·
Modification Obligated Amount' $-580,448.25
See Schedule
ChGck One A THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO IN ITEM 10A.
office. appropriation date. etc) SET FORTH IN ITEM 14. PURSUAN'I" TO THE AUTHORITY OF FAR 43.103(b}.
,x C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

Mutual Agreement between the Parties
f------+~==~==~====~---------------------1
0. OTHER (Specify type of modification and authority)
E IMPORTANT Contractor r
is not, 6<is required to sign this document and return 1 copies to the issuing office.
14. DESCRIPTION OF AMENOMENTIMODIFICA TION (Organized by UCF section headings. including solicitalion/contrnct subject matter where feasible)
SEE PAGE 2 OF 3 FOR DESCRIPTION OF MODIFICATION
... See Continuation Page
E<cepl as pr□'l1ded ~Groin,ail terrns and cond1t1 □ ns of me document relerenced In 11em9A o, lOA, as t,crcto[ore changed, remains unchanged and 1nfull Jorce and c/fcct.
15/\ NAM;c ANO TITLE OF S,IGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
\ \ -,,\ ·1 ' ·"-.,' ~' °' / AngieSrrnlh
;.lt -· •.'·I
1 ' 1; , \ , '
._ \ \_ • __,/ •. -::----- . \ '- -1202-377-4016 angie.sm1lh@ed.gov
\15B\-.-f
>----
,, >-._1,'";,I_ --.,
1. -..,\ .\
\ \ \_ ---). _ , ., !..,
, ._
1
, • s;,,·-1 ,
- • ·). i 1 y < --
\ ,-~-(_ { ··l_i_(~l.__L{,~',c!c\c.== 70 =~~===--~~=~=~==~---_..j
CONTRACTOf<IOFFEROR
b)(6)
-
____
-1
15C'. DATE SIGNED 16B. UNITE STATES OF AMERICA
(b)(B) - --71 , 16C. DATE SIGNED
MAY
/2-
pi, 2014
'
(Signature of person authorized \o sign) (Sig a re of Contracting Officer) I
STA:'\DAIW FORi\l 30. (Rev. 10-83)
NS:-.:75..\IHI1-152-8070
Prcscrib~J by GSA FAR (48 CrR) 53.243
Prc,iuus EJition unu,;abk
SCHEDULE Continued
ITEM NO. SUPPLI ES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $
Contracting Officer: Angie Smith, 202-377-4016,

angie.smith@ed.gov

Connelly, 202.377.3298. tammy.connelly@ed.gov

Lynn Smith, 202-377-3577, lynn.sm1th@cd.gov
Primary Technical Point or Contact: None

Norn,
(Changed Line Item)

1.00 SE 0.00 0.00
0029 Do-obligation of funds {$50,000.00)

0202M2013.A.2013. EN B00000. 6N5.2521 A.AAJ. 000.
0000.000000
SD.OD
(Changed Lino Item}
1.00 SE 105,335.75 105,335.75
0030 De-obligation of funds (S530.448.25)

0202M2013.A.2013. ENB00000 .6N5 .2521 A.ACB .000.
0000.000000
S105,335.75
I
I
PAGE 3 OF 3 ED-FSA-09-D-0014/0006/0009
1 contmct 10 Code
2
2.AMENDMl::NJ 7 E=D
l.!Ol)lr1CA"r"10"N~N"O-.---~c3c.e,effaEcC"T"IV 7A 7TE~~-,"."R"E 7Q7U71S
71T
71
707N"/P
7U7R"C
7H7A7S7E7 R"E"Q~N
70~-,"."P"R 77N707.,(if7p-p~pl
707J"EC"T 77 7
lra b'le)_,,__
0010 AUG 25, 2014

6. ISSUED BY CODE FSA·FS2 7. ADMINIS 11:::RELl
BY {If other than 1tern6) CODE
United Sla:es Depa~ment or Edu~at,;:,n
Federa. Stucent AidlMiss1cn Supwrt Grouo See Block 6
830 c·r,;1 St NE - Su,te 91F3
wa,h:ngl~n DC 20202 '
Arnte, Jones 202-377-3873 Amber.Jones@ed ~o~
I
8. NAME ANO ADDRESS or CONTRACTOR (NO .. Street, Country. State and ZIP Code)
(x)
9A AMENDMENT or SOLICITATION NO
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS· 007368103 ----
1200 NORTH 7TH STREET Cage Code 41 UK?
flNANCIAL MANAGEMl;NT 5TH f'LOOR
i HARRISBURG PA 171021444 98. DATED (SEE ITEM 11)
'
16/4.-W)DIFICATION OF CONTRACl/Olml:I~ NO.
~[FS,\-09 D 'XIW0)05
X
101:l.t)A TED (SEE ITEM 13)
CODE 00030774 ! FACILITY CODE DEC 20, 2012
11. THIS ITEM ONLY APPUES TO AMENDMENTS OF SOLICITATIONS
----
D Tho above numbered solicitation Is amei"\ded as set forth In item 14. Tix, hour and date specified for receiptol offer;; D Is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the sol1cilation or as amended, by one of lt1e following methods: '
(a) By completing items 8 and 15. and returning ___ copies of amendmont: {b) By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By sepora1e letter or telegram which includes o reference to the solicitation .ind ;;imendment numbers. FAILURE OF YOUI~ ACKNOWLEDGMENT TO BE
I
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTION or
YOUR OFFER. If by virtue of this amendment yoLir desire to change an offer already submitted. such change may be made by telegram or letter, provided each
telegram or
letter makes reference to the L'"'°"""'-'"""''-''''-''°<'o·
sol1citat1onand this amend men,,t,_,,,,,d_,ls,_,,ceacsee"s'sd.E""S°''-'''-''hee'.'-oeoaecl'o' -''-''"'f'e's''n==~====~==
ii:
·1i·AcCOUNTiNG-tiND-iiPPR6PR-IATl◊-N· oAT (l'i(CcjUiioci"i°·-····----- Moditicat,on Amount: $0.00
See Schedule Modification Obligated Amount: S0.00
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH iN ITEM 14 ARE MADE IN THE
CONlRACT OfWER NO IN ITEM 10A.
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE Cl IANGES (such as char19es in paying
office. appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED 1NT0 ru-RSUANTTo

AUTHORITY OF

X 1Closeout
E. IMPORTANT: Contractor I is not, Xis required to sign U1isdocument and return copies to the issuing office.
14. DE:SCf-<IPTIONor AMENDME:NT1MODlrlCATION (Organizeu by UCf section headings. including sol1citalion1conlracl subject mailer where feasible)
The purpose of Modification 0010 is to closeout Contract Number ED-FSA-09-D-0014, Task Order 0006.
c'xwpl a, prn,·"1"" ""'"'"· ,<II'"'"" a,,~ c<wd1l1<Jnscf t·,"dorurr.<,n, ,~'sr~r1ceC in ;,em 9A ur 10il, as t,~re:-oforn cM·,gcd, r~rna'ns orc~anQea ~nd n fol: force ono effect
:,:_,..l"/tl!t.'.(,_
'/
lt,.·t;
15A Nt.,M_EAND T/;TL~ OF SI9NER C}ype or print)
f"D,._,,, r;:_;
,// ,_..
I/
It. _
--:.;~,--V/t,,f,""-?.
16A. NAMf' AND TITLE OF CONTRACTING OFFICE:R I.lyp~ or pr,nt)
An1IeSm1th
;20 -377-4016 ang,esm,th@ed.gov
(, ll ,'(."/ft,1 , /,!','rt,,,.,.,
f_J11fb~~;(sF'ifaC,a1rieaaCicCrcoSeC1i'aa,,,,,,:uaSea:::==;;:::====~-,
~.
1
1uc. DATE SIGNED 11GB UNITED STATES oF AMERICA ·l ;,ec. DATE stcNrn
le c t/J;,,/
/L/ . tb)(B) -- II AUG 26. 2014
(Signature of person authorized to sign) (Si natu're 'of Co11tractin Officer

NSN 7540-01-152-8070 ST ANDA Tm FORM 30. (Rev. !0-IB)
Previous Edition unusabk Prcs~rib~d b} GSA FAR (48 CFR) 53.243
SCHEDULE Continued
f---· ·-·-·-
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $
··-- -
I '
angie sm1th@ed.gov I
Primnry Contracting Officer Representative: Tammy I
Connelly, 202 377.3298, tammy.connolly@ed.gov '
Patrice Wa~hinglon, (202) 377-3845,
Patricc.Washington@ed.gov
Primary Technical Point of Contact: None I

/\lternate Technical Point of Conlc1ct(s):
None
I
PAGE 2 OF 2 ED-FSA-09-D-001~/000610010
1. REQUISITION
NUMBER PAGE 1" 3
FORCOMMERCIALITEMS
OFFERORTOCOMPLETEBLOCKS12- 17 23 24. &30 EDOFSA-13-000120
2. CONTRACTNO > AWARD/EFFECTIVE 4 ORDERNUMBER S. SOLICITATION NUM~EI! 6 SOLICITATIONISSUE
DATE DATE
ED-FSA-09-0-0014 JAN 01, 2013 0007

a.NAME b, TELEPHONENUMBER rNoca//ea 8. OFTl;I! DUE DATE/
►
7. FORSOLICITATION Angie Smith call,1 LOCAL TIME
INFORMATION CALL angie.smith@ed.gov 202-377-4016
9 ISSUEDBY CODEI FSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED OR C SET ASIDE %FOR
Un1ted States Department of Education □ SMALL BUSINESS □ WOMEN-OWNED SMALL
Federal Student A1d/M1ss,on Support Group BUSINESS (WOSB)
□
HUBZONE SMALL NAICS
830 Forst St NE- Su~e 91F3
BUSINESS Q ECONOMICALLY OISADVANTAGEC
Washington DC 20202 WOMEN-OWNED SMALL BUSINESS
n SERVICE-DISABLED
VETERAN-OWNED
(EDWDSBJ SIZE STANDARD
SMALL BUSINESS 08(A)
DELIVERY FDR roe DE5TINA- 12. DISCOUNT TERMS 13b. RATING

" TION UNLESS BLOCK IS 0 Days □
13a. THIS CONTRACT IS A
RATED ORDER UNDER
MARKED DPAS :15 CFR 7001
0% 11 METHODOFSOLICIT/\TION
□ SEE SCHEDULE
15.D£LIVERTO
Net30
CODE IFSA-FS2 16. ADMINISTERED BY
□ RSO
□ '" □
IFSA-FS2
RFP
CODE
Un.,ed States Depanment of Educatm" Urnted Slates Department of Educat,on
Fede,al Stu<len: A<d/M,ssIon Suppon Groop
Federal Student Aid/Mission Support Group
830 F,cst St NE Suite 91F3
Wash,ngton DC: 20202
830 Forst St NE - Suite 91F3
Washington DC 20202
l&t. PAYMENT WILL BE MADE BY IFSA-BUD

17a CONTRAC,OR/ c□ DE l00030774 I FACILITY CODE
OrFEROR CODE
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group/Invoice Adm1n
1200 NORTH 7TH STREET US Department of Education/FSA/CFO/BGIFSAA
FINANCIAL MANAGEMENT STH FLOOR 830 Forst Street. NE. Su,te 5481
HARRISBURG PA 171021444 Wa~hington DC 20202-0001
CAGE 41UK7
231693362 DUNS 007368703
"'
TELEPHONE NO.
□ 17b. CHECK IF REMITTANCE IS DlfFERENT AND PUT SUCH ADDRESS IN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
OFFER
□
BELOW IS CHECKED
SEE ADDENDUM
n n
'"
ITEM NO '°
SCHEDULE OF SUPPLIES/SERVICES "
QUANTITY UNIT L,NIT PRICE
-
AMOUNT"
Please see continuation page for line item details.
!Useileverw andlo, ArMch AddifJOnai Sheersos NP<f«oryJ

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTM AWARD AMOUNT (ForGav!. Use Only)
See Schedule $33,000,000.00

LJ J7a INCORPOHAlF',SY H>ffRfNC[ FM52 212 1, 52 212-4, FAR52.l 12-J
SOLICITATION ~~D 52 212-5 ARF ATl ACIl[D ADDE~DA □ AHr lJ ARf NOTATTACHED
;] 2/b CONlRACliPUROIASE ORDERINCORPOSA1'\ SY HffERENC[ FM 52 21!. 4 FAR5' lf] 5 II ATTACHED ADDFN8A □ ARE ~ ARENOTATTACHED
C 28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

---
C 29. AWARD OF CONTRACT REF. OFFER
COPIES TO ISSUING OFFICE CONTRACTOR AGREESTO FURNISH /IND

YOUR OFFER ON SOLICITATION
DATFD ---··---
DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE
ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SH FORTH HEREIN, IS ACCEPTED 115TO IHM~.
. ,m FFICER
30a SIGNATURE OF OFFf.ROR/CONTRACTOR s,
(b)(6) '
30b NAME AND TITLE OF SIGNER (Typeorprm/J 30c DATE SIGNED 31b. NAME Of CONTRACTING OFfl....,, (Type or pnnr} - c,.,,,, SIGNED
Bradley Bumgarner 202-377-3487

Bradley.Bumgarner@ed.gov JAN 04, 2013
AUTHORIZEDFORL0\.11I Hf PRODUCTION STANDARD FORM 1449 !REV. 312011:

PREVIOUS EDITION IS NOT US AHLE
Pr~;rnbed by GSA FAR (48 CFR) 53.212
n
"
ITEMNO. '"
SCHEDUL(OF SUPPLIES/SERVICES "
QUANTITY "
UNIT UNIT PRICE "
AMOUNT
i
'
32a. QUANTITY IN COLUMN 21 HAS BEEN
□ RECEIVED □ INSPECTED □ ACCEPTW, AND CONFORMSTO THE CONTRACT,EXCEPl AS NOTED·
32b. SIGNATURE'OF AUTHORIZEDGOVERNMENT 32c. DATE 32d. PRINTEDNAME AND TITLE OF AUTHORIZEDGOVtRNMENT
REPRESENTATIVlC REPRESENTATIVE
32e. MAILING ADDRESSOF AUTHORIZED GOV(RNMENT REPREStNTATIVE 32 TELPHONENUMBEROF AUTHORZEDGOVERNMENTREPRESENTATIVE
32g E-MAIL Of AUTHORllED GOVERNMENTREPRESENTATIVE
33. SHIP NUM~r.H ·;4 VOUCHER NUMBER 35. AMOUNTVERlflfD 36.PAYMENT 37. CHECKNUMBER
CORRfCTFOR
□ COMPLETE □ PARTIAL □ FINAL
IPARTIAL I !FINAL
38. 5/R ACCOUNT NO 39. SIR VOUCH EK NUMBER 40 PAID BY
4la. I CERTIFYTHIS ACCOUNT IS CORRECTAND PROPERFOR PAYMENT 42a. RECEIVEDBY /Pr,111}
41 b. SIGNATUREAND TITLE OF CERTIFYINGOFFKER 41c.DAH

42b. RCUIVW AT (lowt,on)
42c. DATE REC'D (YYiMMiDD! 742d TOTAL CONTAINERS
STANDARD FORM 1449 IHEV 3120111 BACK

ED-FSA-09-0-001410007
SCHEDULE Continued
ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT$
Contracting Officer: Bradley Bumgarner, 202-377-3487,

Bradley. Bu mgarner@ed.gov
I '
' Primary Contracting Officer Representative: Tammy
Alternate Contracting Officer Representative(s}:

Patrice Washington, (202) 377-3845, I
'Primary Technical Point of Contact: None

None
'
'
Period of Performance: 01/0112013- 06/16/2014
0001 Pennsylvania Higher Education Assistance Agency to
provide servicing operations through approximately
1.00 SE 32 000,000 00 I 32,000,000.00
March 2013.

0202A2013. B.2013.EN B00000 .6CA.2521 A.ABS. 000.
0000.000000
$32,000,000.00
0002 Pennsylvania Higher Education Assistance Agency to 1.00 SE 1,000,000.00 1,QQQ,QQQ.QQ I
provide enhancements to existing system.
! !; ;
Accounting and Appropriation Data: 'I

0202A2013.B.2013.ENB00000.6CA.2521 A.AAJ.000.
0000.000000 I
S1,000,000.00 i
;
PAGE 3 OF 3 EO-FSA-09-0-001410007

2
---r:iEFFECTIVE DATE:
0001 APR 01 2013 EDOFSA-13-D'.)C354

C ISS'JlU :3y-· CODE FSA FS2 CODE
1;n,kcl S13:es l'epnrnen1 c' Cdc.cet ~-,
r-c-eG,al Sucen1 .~,d 1/,ssior Sucp:ll1 Gr◊.JP See Block 6
C:00 r- cs: S: .,:~ - S.,i:e ~- c3
/,,asn ·1q:on o:
20282
-'r1g ~ S,n,;~ ::~.'<l, -.,,;1 :5 s1g1C"sn ,:h~cc, go·,
S NAi.1F ,'\Nil AIXJl<!':SS C+ C:ONlRACHJR INO Street Country Stc1te anu Z'P Col1e) (x) ! 9h A\-11:JJ[,t•/i=Nl CF SCJI.ICIT.t,TION \JO
t-clGC-ffP l:Jt...:Cr'-,"1:-:)N AS:ilS i t,NL'.C:N~EN•-.::Y Pl.:Nr>JS'iLW,NI/\ DUNS 007338103
: 2-J,J l\i)R -:-1 7T! STRE:'T
--- 7
Cage Code; 41UK7
i IN".>J~-IA: p_.,.,41\,\Gc.r/c:~,,-· S : I '!_C)CP
.i-.?~; S 1~:_,f<1 ~ t·,c, 1 1U2'4•14 10Lo DAILD1su::ITi::r,111,
1OA :vlC,nlFICA T cm 'JF CONTR;\C f,,'()"\DLR NU
X
CODC CC03Cf74 FACIUTY CODE JAN O",, 2013
11 THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
□
'::.lifers rnL:st ~co,1owlees,, rc,~cwt of :n:s arnencrnent pr,or :o 11··'=
-1our s:id do·e opec,',ed 111Ilk ~ol.c1ta11on8r as sernenaed 'Jy :,1,, :,f the 'ol!o•c.1:191'1Cth~cJs
-~ E'Xtcr,c1ed
I~, By co111plGll•1G,trrns C 2.1:J 15 ~:1c rdur,,,1:11 _______ copies of 3:·1endrnent. (8J Sy ack11owledqw,g cece1pt of t'.1·sa1ner,c11ne11t on ecK'I copy o: 11.ec,'ler sutJw11ted.
er iSi loy ~eoarate !ette, o, telesra,~ w:1,ct: inc,udcs a reference to ll't' sol,c1tat1cr•,and aniendrnenl m,n1bers I AILU'-sl 01 YOUR ACKN0'v'/Lf"r1(;MF~JT-;-o BE
R"CF:v·::o A-,- TH[ PLAC[ DC.SIGN,\ED FOR TIIE RECEIF1T OR OFFFRS l'RIOR TO THE 1--'0UR AND DATF Sl'FC'F'E 0 =i '.v1AYRESULT 1r, P.C:JECT'O~ ,._)f-
Y(ll,R OFFER Ir by virtt,e of 1:-i,~2rnPndrncTI yo,H des,re to c~ctnge an offe, al eady subrn1tlfcd ~c1ci1change may bee rr,ade fJVtelegram or let:er p,c,,,dca oc,ch
tcler:ram or ic':ler r11dkes reference iO th,• sol1c1tat:on a_:1d_~~:~s-~0:2_~·r::'_d.1.ne11~
and_ s_11,cc"1ed pnor to tne oprn,ng t1our anc date sp_c~f:q .
12 ACCOL;,\ITING AN[) AP1°ROP::;:lt,Tl:::•N 0/-.TA rlf required, Moc1f1cat1on Amount S25 :JOO 00 ooc
See Su1ecc,e
Mod:f.cation Obligated Ar-:1cunt $25 COO000 00
-----a- --····---···
!.\
-
I !C::(,B'.NE
. ····-------- ..----------------------
I\UMflE'l•ff~J C()~JTfl,C.,CT:'Ol'llJ~i-i IS MCUII li_l) IO 1-il.i LLr: I l '1L. Al3.11NIS I I~,\ I !1/L '..:'i•\\J'..'LS suci1d~ d1«11ges ·r~ f'cl','11:9
::if:c.,• c1:1:,1:,;,1,ar·u11
,.ldll" 21C: SET !"O"Tll 1~. :TEM 14, !'URSU;~NTTO THEJ\UTHCI;,, rY .-·;F "'"·'142 ·r,:,:1;1
--·re,_OTrlE~, ,Specify type 'JI i: 10J1!1cat1011

dllO aut!1orityJ
X I F·Jnd1ng Only ·-·
--~~-------------
E IMPORT ANT' Cor:trac:or IX :s not. I ,s required to sign this dc,cument a'1d .return ---~-~?.£)_ie~~-'.~(:; __l_~
__
c_m_,g_of_f1c_:
____________-----··
,4 DC:SCRIPTION Cf AME:~OP,1ENT/t·,1CDIFICA Tt()N (Organ,zed by UCr Stction neddtngs. 1nclud1.1gs0!1c:tat10111contract subject ma tier wt1ere feas;ble'.,
The our::iase cf H11s t·Jlod1f-cat:on OGC1 to Ccntract Number ED-FSA-09-D-0014 TasK Order 0007 ,s to prov,ce ope:at,ons f,:nd1ng •or se1v1c1ng
oorrowe:·s thraugh ap;:,rox.n:a:ely June 2:J13 n,e totai con:ract value ,s .r-crease-d by $25 OOCCOOfrcm 533.000 OOCtc Sci8 DOC J,J:J
· "I, -.-,n,c• ,.,.'.l"'.J•"<" ,•,ih c n, :·.,"I'''',,, ,r· 1,, I,_,-~ .or. ,,i_,,_,
7GA NAi·,·11-:-".WJ 11·1_[ OI- :.::o~:
rkf,C ':r,COI-F-ICc:R-lY~-e-. -,-,,-,,c,,----
-,,-,
Soo Kang
2()2-37~-'.17,i:) Sl•l' kcdl~:j;te:1 (]OV
--------
. 5B C'.J'\J fl<AC; OR.10FFERC,R 15C DATE SIGNED 16B UNITI- ll SI A I t:S 0~ AM!::RIU, 16C DA:-E SIGNED
1S1rma1ure of person ~u11',or11cdro ~,gn,1

rb)(6) L rviAR 29 2C13
1S1qriatd1e of Cc,1tract1ng r)ff, ~er;

'"' ·<.:11-11'-:~2-~(1-(1
I',,'\ I< ·" J ,::t. Ill lllllls,,:,1,:
SCHEDULE Continued
ITF~! NO, SUPPUES'SERVICES U:JIT UNITPRICC 0

------- -- ---- -- -- - -7
Con:uc:1ng Officer Soo Kang 2C2-377 3-:'98.

soc kang:@e::1gcv
: P111:1ary
Comract1ng Off·cer Representat,ve Tar1n1y
Connelly 202 377 32%. tamr>iy connel!y@ed gov
iAl;ermite Contractw,g Officer Representat •,e(s)

-:202/ 377-3845
'Patrice ',-\Jash11'gto11.
Patrice 'Nasr"~gton@ed gov
Pmnary Tec>:ri cal Po,n'. of Contact None
Al'.ernate Te ;n:,1ce, Po,:11ot Ccmact(s;,

Nolle
Pennsylvania Higher EOL<cat1on

Assistance Agency
GC29 Operations funding for serv,cir1g borrowers U110,cgf1 1 00 SE 25,000 oococ: 00 i
25 000 O·:JO
approx11mnely June 2013 '
Accoumng anj Approor12t·on Data

02Ci2A2:1:C B 2G13 ENBOOOOO 13CA2521AAB5 OCO
0000 DC8G'.JC
s2s me o:o c:
1 Contract 10 Code ___

E'_age_
()f_Eaggs
____
10
I 2 AMENDMENT MODIFICATION NO 3 EFFECllV[ DATE 4 REQUfsfTIONlrURCHASE REQ NO. 5 PROJCCT NO (If applicable)
0002 MAY 07, 2013 EDOFSA-13-000451

'61SSU 0E0D"B'Y~--~=-----~c 0 o=o"E~~F"s"A"-"e"s"2~~-~--7s_-ACD"M=1N"1"S"T'E'R"E"D~B"Y"l"'ll"o"1h"c","1"ha"c"",tc"m-61-~c
0 0=0°E~---------
I U11,tedS\~l~s Department of lccccatlon
, Federal S;ucent A1d1Miss1onSupport Group See Block 6
830 f-irst s, I\F - Suite 97F3
\IVash,ngton DC 20202
Ang,e Scn1\h 202-377 -4016 angIe smi:h@ed gov
f-------~-----~~
-"~~-----------~~----~------=--~~=cc j
3 NAME AND ADlJRESS OF CONTRACTOR (NO. Street, Country. Slate and ZIP Code)
HIGHER :COUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS 007368103
Iv\
~
I 9A AMENDMENT OF SOLICITATION NO
1200 NORTH 7TH STRE[l Cage Code 41UK7 - I

FINANCiA'... MAN/\GE:.MENT 5TH FLOOR c' =~=====~=------------.
HARRISBL;RG PA 171 021444 9B DA l [O /St:E ITEM 11)
10A MOtiiFICATION OF CONTRACllOROER NO.

EC-FSA-C9-C-8C1'-,CG87
X
10B DATED (SEE ITEM 13)
CODE 00030774 I FACILITY CODE JAN 01, 2013
_______________ a1o1-cT"Hcl,SolTcEc'M"-'O"N"L"Y
_APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solicitation Is amended as set forth ,n ,tern 14 The hour and date specified for rece,pt of offers is extended. Dis not extended. D
Offers must acknowledge receipt of this amendment prior to the hour and date specified In the sol1citat1onor as amended, by one of the following methods:
(a) By completing items 8 and 15. and returning ___ copies of amendment, (bl By acknowledging rece,pt of this amendment on each copy of the otter submitted.
or (C) By separate letter or telegram wh,ch includes a reference to the solicitation and amendment numbers FAILURE' OF YOUR ACKNOWLL:OGM[Nl TO BE
RECEIVED AT THE PU\CE:.DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR Oi HOR 11by virtue of th,s amendment your desire to ct1ange an offer already submitted. such change may be made by telegram or letter. provided each
telegram or letter makes reference to the sol1c1ta~1onand this amendment and Is received pnor to the opening hou~_~!]_C!_(!ate
s ec1fied _j
12 ACCOUNTING AND APPROPRIATION DATA (If required) ModIfIcation Amount S56.720 OOi
See Schedule Modrficat1on Obligated Amount S56 720 ool
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specify authority) THE CHANGES SET FOR rH IN ITEM 14 ARE MADE IN THE:
co~ TRACT ORDER NO IN ITEM 10A
X 52 212"4 Contract Terms And Cond1t1ons - Commercial Items (Mar 2009) CETAILORED
B lHE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in pay,ng
office. appropnatIon date. etcI SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
C. THIS SUPPi EMl=-NTALAGREEMENT IS EN IERED INT-0 PURSUANT TO AUlHORITY OF--
D. OTHER (Spec11ytype of mod1f1cat1on

and authority)
E IMPORTANT Coniractor IX is not Is required to sign this document and return copies to the is0w0 ,0c0gco
0 ff0 10c0e_~-cc--
14 DFSCl~IF'TION OF AMENDM[NT/MODlrlCA TION (Organrzed by UCF section headings. including sol1c1tat1onlcontraclsubJect matter where feasible)
The purpose of this mod1f1cat1on 0002 to contract ED-FSA-09-D-0014. Task Order 0007 Is to incorporate the requirements for Change Request
Number 1960, in accordance with the following attachment
1 Attachment A - Business Operations Change Request Form requirements 11st[7 Pages] See Continuation Page
b-c~p; as Frov1dcd ~ere,r\, dll lerrns arm cond,1,011s of 111edocument roferenced '" ,tern 91\ or 1Q,\ as heretofore ct1~11ged,rema,ns uncna11gca and ,n IJII f•J!""""""'"'
""'"'"""'cc=---~----e
15A NAME AND TITL.E-.-OFSIGNER (Type or print) I 16A NAMr' AND TITLE OF CONTRACl ING OfflCER (Type or print/
1Soo Kang
! 202-377-3798 soo kang@ecl gov
u_,_"_C_O_N_,_R_A_C_T_O_R_,o_F_F_E_R_□_R_____~~-----_-_-_--
i~,c=oAvcTCE
S°'IG"'N'°E"D-
---
I 15C DATESIGNED _1r~=ITE0_5"'_TE~6MERK'IA---
MAY 07 2013
(Signature of person authorized to sign) (Si nature of Contractiri Officer)

!\SN 75--lll-01-152-8070 ST \ "\ D \ RI) FOR:\] JO. (Rr1. I 0-/B J
l'r~\ 1,rnoI diuo11unt1,abk i'rc,nibLd b, (jS.,\ l'.\R (--!8('FR) 53 2--13
Continuation Page
The requirements shall be implemented no later than June 2013.
The total contract value is increased by $56,720 from $58,000,000 to $58,056,720.
PAGE 2 OF 10 E'D-FSA-09-D-0014/0007/0002
Attachment Page
Attachment A
Send all Change Request Forms to POCChanocReo:..cestGJed.{IOV

Administrative Jnfonnation
Service Area Validation for Submission Completed: D ID: REVISED ID 1960 (03/20/2013)
Defer: C: Date Drafted: 11212013
Requestor: Sue O'Flaherty Date Received:
CR Title: Determine and Record Borrower Status for 150% Anticipated Implementation Date:
Subsidy Limit- Legislative No later than June 2013
FSA Service/System/Area Impacted

C ACES Nelnet Platform [Z] NSLOS 0 EAi
[Z Not-for-Profits (NFPs) [Z] FPOM :·1 PEPS/IPM
12JTitle IV Serv1cers [Z] CPS 0 FMS
{TIVAS)
CJ TPO L_JPartic1pat1on D Security Architecture
Management
__.) DMCS/DMCS2 [2] E □ Express □ SAIG
::::JOLCS D eCampus-Based LJ AIMS
SJ coo [l Ancillary Services D Other: _____ _
'.J Notification Only: ____ _
On July 6 2012, President Obama signed into Public law 112-141. the elimination of the sub,1dy on Direct
Subs1d,zedLoans when a "new borrower'," enrollment time exceeds 150% of the published program length of the
longest program 1nwhich the borrower has been enrolled
Therefore, FSAmust.
• ICent1fy"new borrowers" starting July 1, 2013. (Phase 1)
• lde1t1fy when a borrower reaches the 150% threshold and take appropriate act1on(Requ1rements yet to
be defined) (Phase 2)
Continuously monitor "new borrowers" enrollment to evaluate future enrollment impacts to students
150% l1mitat1ons (Phase 2)
At th 1, time, via this change request FSA,sonly d1,cussing the requirements for 1dentify1ng"new borrow<"rs"
(Phase 1).
Overall Approach for Phase l - ldent1fy New Borrowers
Starting July 1, 2013, upon receipt of a Direct Loan actual disbursement with a frrst disbursement date on or after
7/1/2013, COD must determine If the borrower meets the defin1t1onof~ "new borrower" meaning the 150%
subsidy limit applies to the borrower. To make this determination, COD will be interfacing with NSLDSto
determ111e1/the borrower has an outstanding loan balance on any student loan{s) (Direct subsid12ed,di rec\
unsubsidized, PLUSloan (parent PLUSand Grad PLUS),FFEL,consol1dat1onand/or corwerted TEACH.)
PAGE 3 OF 10 ED-FSA·09·0-0014/0007/0002
Attachment Page
New Borrower Definition A "nl'w borrower" is defined os onv borrower without on ou1stond1r1gloan bolom:e on
July 1, 2013 or thereafter. (Direct subsidized, direct unsubsidized, PLUS loon /parent PLUS ond grad PLUS), FFEL,
conso/1dotion ond/or converted TEACH.)
COD Requirements
COD sh,Jll capture and store the Academic Program l1m1t flag at the borrower level.
Upon the booking of a loan, COD shall communicate the Academic Program Limit flag to the Serv,cers (TIVASand
NFPs) v,a the COD Servicer schema. The Academic Program Limit flag shall become an attnbutc of the borrower's
loan f11;tory.
Servic~rs shall communicate the Academic Program Limit flag to NSLDS NSLDSshall capture the Academic
Program L111i.tflag and shall provide this data to CPS to display on the 1415 ISIRfor awareness.
Requirements for Phase 1- Determine and Record Borrower Status for 150% Subsidy L1m1tCOD Requirements
1. StJrt111gJuly 1, 2013, when a Direct Loari actual d1sbursemerit is received for a loan !subsidized,
unsubs,d1zed) and the first disbursemerit 1s 7/1/2013 or aher, COD shall determ111e rfthe person 1s a "new
borrower" thus the Academic Program lirmt flag pertains to the borrower.
To determine 1fa borrower 1s a "new borrower," COD shall interface w,th NSLDSto determine if
the person has an outstanding loan balance on a direct subs1d1led, direct un,ubs1d1zed, PLUS loan
(parent Pl US and Grad PLUS), FFEL,consolidation and/or converted TEACH
b. Any borrower without a loan balance shall be identified as a "new borrower" and the Academic
Program L1m1tflag (150% subsidy limit) shall pertain to the borrower.
COD shall capture the Academic Program I imit flag and the date the flag 1s set.
ii. <he Academic Program limit flag shall be a one character field with the valid values of "Y"
for yes arid "N" for no.
111. The Academic Program L1m1tDate shall consist of an 8 digit, date field (DDMMYYYY)
c. Once a borrower is determined to be a "new borrower", this attribute shall be captured by COD
arid stays with the person for a l1fet1me urile,s 1t is determ111ed to be set in error.
d. COD shall have a process to reverse the Academ,c Program L1m1tflag 111the event of an error.
2. COD shall identify and capture "new borrowers" (Academic Program Limit flag) starting July 1, 2013.
3 COD shall communicate this status to schools via a subs1d1zed/urisubs1d1zed disbursement warnang E'd1t
(200) lhis warning edit will alert a school that the academic program lun1t does apply to this borrower
and :he 1:>0%timeline and threshold will be applied to the borrowers subsidized loans ,f and when
appropr,ate.
4. COD shall report the Academic Program L1m1tflag and the date the flag 1s set to the TIVASand NFPs ,n the
PAGE 4 OF 10 ED-FSA-09-0-0014/0007/0002
Attachment Page
COD Servicer Schema.
a The Academic Program L1m1tflag sh~II be a one-character, Boolean field with the valid values of
"Y" for yrs and "N" for rio.
b. The Acadt"m1c Program Limit Date shall an 8 digit, date field. (DDMMYYYY)
flVAS Requirements
5. The TIVAS shall process the rev,sed COD Servicer Schema that includes two new data clements·
a. The Academic Program Limit flag shall be a one-character, Boolean field with the valid values of
"Y" for yr:s and "N" for no.
b. The Academic Program Limit Date ;hall consist of an 8 d1g1t,date field. (OOMl\t.YYYY)
6 The TIV!\S shall capture the Academic Program Limit flag and the Academrc Program L1m1tDate set by COD
at the borrower level.
The TIVAS shall report the Academic Program L1rn1tflag and date set by COD to NSLDS using thr current
interface, record type AF
a lhe Academic Program L11mtflag passed to NSLDS shall be a one-character 'ield with the valid
values of ''Y'' for yes and "N" for no
b. The Academic Program Limit Date shall consist of an 8 digit, date field. (DDMMYYYY)
8. In add1t1on, any subsidized loans with the Academic Program Lrm1t Flag shall be reported by the TIVAS In a
new loan type identified by NSLDS
NFPs Requirements
9. The NFPs shall process the revised NSLDSfile layout for record type AF that contains the following two
data elements:
a. The Academ:c Program L1m1tflag shall be a one-character, Boolean field with the valid values of
"Y" for yes and "N" for no.
b. The Academic Program L1m1tDate shall rnnsist of an 8 digit, date field {DDMMYYYY)
Note· rhese two data eiements are going to be placed in current fields 1dent1fied as filler
c. In add1t1on, any subsidized loans with the Academic Program Limit Flag shall be reported by the
Nf'Ps in a new loan type identified by NS!.DS.
10. The NFPs shall accommodate the updated COD Servicer Schema that contains the following two data
elements:
a. The Academic Program Limit flag shall be a one-character, Boolean field with the val,d values of
·'y" for yeo ond "N" for no
PAGE 5 OF 10 ED-FSA-09-D-0014/0007/0002
Attachment Page
b. The Academic Program L1m1tDate shall consist of an 8 digit, date field. (DDMMYYYY)
NSLDS f<equ1rements
11. NSLDS shall create a one-time feed to COD that 1dentif1es all borrowers with a FAFSA filed in one of the
~wo current award years and has a positive balance on a sub. unsubs1di1ed. Pl.US { graduate PLUS or
Parent PLUS). FHL, consolidation, and/or converted TEACH effective July 1, 2013 or after Parent PLUS
loans will be associated to the parent borrower
12. NSI DS shall create and send weekly delta files to COD that identify the additions and change, to the one-
t1mP feed.
13. NSLDS shall send the "Y" value for outstanding balances greater than $0 and the "N" value for $0 balance,
to COD.
14. NSLDS shall create, edit, process, load, display, and distribute any loan identified with the Academic
Program L1m1tFlag
15 NSLOS shall capture and store the Academic Program Limit flag as a one•character f,eld
16 NSLDS shall store the Academic Program Limit date which shall con mt of an 8 digit, date f1e!d.
{ODMMYYYY)
a. NSLDS shall include the Academic Program Limit flag and date on the School Portfolio Report
CPS {1415 ISIR)
17. The Academic Program L1m1tflag shall be passed from NSLOS to CPS starting with 1415 at the borrowe~
level during pre•screen1ng. NSLOS ;hall pass "Y" or "N" to CPS.
18 The Academic Program Limit flag shall be added to the 1415 ISIR record.
d. The flag shall display and print 1n FAA Access and on the printed eSar (PDF & HTML) 1n the NSLDS
data section or in the Match Flags section of the FAA information and include a,soc1ated help text.
b. A SAR comment shall be generated 1fthe flag rs set to ''Y''
19. A borrower level Subsid1?ed Loan El1g1bil1tyUsed field shall be passed from NSLDS to CPS starting with 1415 at
the borrower level during pre•screening. NSLDS shall pass values of 0.00-9. 75 to CPS to ,nd,cate usage periods
by quarters of a year.
20. The Subs1di1ed Loan Eligibility Used field shall be added to the 1415 ISIR record.
a. The flag ,hall display and print in FAA Access and on the printed eSar (PDF & HTML) 1n the NSLDS data section
or 1n the Match Flags ,ection of the FAA information and include associated help text
21. GDITshalladd a new post-screening reason code bctv.JeenNSLDSand CPSto accomincxfate student, who pay off their loan, {obtaina
SObalance) and are current award year applicants. When NSLDSsends the post-,creen1ng reason trigger,CPSwillget an updated
Rcv•seo 4'26/2D17
PAGE 6 OF 1() ED-FSA·09-D-0014/0007i0002
Attachment Page
1snow a 'Y' where they havebet>nan "N" before (becauseof an outstandingbalancebeforeJuly 1,

record that show1that the 51:udent
2013),
FPDM Requirements
22. FPDM shall create, edit, process, load, display and drstribute the new subsidized loan type reported by
NSLDS
73. FPDM shall incorporate the new subsidized loan type 1nex1st1ng FPDM reports.
24. FPDM shall accept the Academic Program Limit Flag and Academic Program Limit Date from NSLDS.
Add1t1011alInformation (ALL OPERATIONAl IM PACTS MUST BE ASS~SSED):

f-SA she II be providing guidance for Call Centers regarding school responsibilities for the f,r<;t yeor, starting 7/1/13.
Note: /Vo changes/updates to the CODschool schema shall be mode until Morch 2014.
Does this change require a new network connect,on (Secure File Transfer Protocol is mandatory for all new
connections)'
n No :7JYes
ISr Ant1c1pat1on/Post-lmplementat1on Validation
0 No lj Yes; ant1C1oated dates
Validation (Required for TJVAS):
Requireme Requirement Validation Artifact(s) I Due Date

nt ID
5. ~----T-he_T_<V_A_S_s_h_a_ll_p_;_c_ce_s_s_,_h_e_
1STfile transfer of the Academic ! May 2013
revised COD Servicer Schema that Program Limit flag from COD to
111cludestwo new data elements. TIVAS
The Academic Program Limit

flag shall be a one-character,
Boolean field with the valid
VJlues ot "Y" for yes ,md "N"
for no.
• The Academic Program Limit

Date .,hall an 8 digit, date
I; field. (DDMMYYYY)
6.
II The TIVAS shall capture the 1STfile trarisfer of the J\cadem1c May 2013
I Academic Program l1m,t flag and Program limit flag from Servicer to
I the Academic Program Limit Date NSLOSus111grecord type AF.
! set by COD at the borrower level.
PAGE 7 OF 10 ED-FSA 09-0-0014/0007/0002
Attachment Page
7. The TIVASshall display the

Academic Program L1m,t flag to of the /\cadem,c Program L1m1t
Screen sh_,_'_'°_""_'_•d_a_,_,_,h_e_d_i;_p_la-y-+-M-a_y:JO
13
borrowers and schools. flag.
8. The TIV/\S shall report the 1STfile transfer of the Academic May 2013
Academic Program Limit flag and Program L1m1tflag from Servicer to
date set by COD to NSI D5 using NSLDSusing record type AF and
the new subsidized loan type if
the current interface. record type
appropriate
AF.
• The Academic Program Limit

flag shall be a one-character,
Boolean field with the valid
values of "Y" for yes and "N"
ior no.
• The Academic Program L1m1t

Date shail an 8 d1g1t, date
field {OOMMYYYY)
------------
Validation (Required for NFPs):
1 Requireme· · R.equirement
1,
Validation Artifact(s) Due Date
~_ID .
10. The NFPs shall process the 1STwill only be required of May 2013
revised NSLOSfile layout for EDManage (Campus Partners).
record type AF that contains Other NFPs will NOT have to 1ST
for this pro1ect.
the following two data
elements:
1STfile transfer of the updated
NSLOSfile layout.
a. The Acaderrnc
Program L1m1tflag
shall be a one-
character, Boolean
field w,th th,:, valid
value:, of "Y" for yes
Jnd "N" for no
b. The Academic
Program Limit Date
shall an 8 dig,t, date
l ---~·
I
Re,1sed 4.'26,?017
'
field. (DDMMYYYY)
Any subsidized loans

with the Academic
PAGE: 8 OF 10 ED-FSA-09-0-001410007/0002
Attachment Page
Program L1m1tFlag
shall be reported by
the NFPs in a new
--------------+.c~
11. The NFPs shall accommodate 1STfile transfer of the updated May 2013
the updated COD Servicer COD Servicer Schema
Schema that contains the
following two data elements:
a The Academic
Program Limit flag
shall be a one-
char.Jcter, Boolean
f,eId with the valid
values of "Y" for yes
and "N" for no
The Academic Program Limit

Date shall an 8 digit, date
field. (DDMMYYYY)
__ j
PAGE 9 OF 10 ED-FSA-09-D-0014/0007/0002
OBTAINED BY STUDENT BORROWER
------------ PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
SCHEDULE Continued
-- --
ITEM NO, SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT S
----
Contraciing Officer: Sao Kang, 202-377-3798,

soo kang@cd gov
7
Connelly, 202.377.3298.tammy.connelly@ed.gov
Alternate Contracting Officer Representativc(s):

Patrice Washington. (202) 377-3845,
Palnce.Wash1ngton@ed gov

None
; (New Line Item)

Budget Line Item Tiile: TIVAS NFP Development
Mandatory 150% (PHEAA Development &
Maintenance) Budget Line Item Category Number. 2
0030 Cost to implement the 150% subsIdIzed loan limit that is 1.00 SE 56,720.00 56,720.00
a leg,slative requirement.

0202A2013 B 2013.ENB00000 6CA 2521A AAJ.000.
0000 ocoooo
$56.720.00
[__ _
PAGE 10 OF 10 ED-f'SA·09-D-0014/000710002
J
AMENDMENT OF SOLICITATION/MODIFICATION OF 1
CONTRACT 1 conirnct ID Code Page of Pages __
2 AMENDMENT MODIFICATION NO 24
3 EFFECTIVE DATE ' REO. NO
4 REQUISITION/PURCHASE 5 PROJECT NO (ii applicable)
,~=== ___ o_o_c
____,
I
6. ISSUED BY
Unoted Stales Depart'Tienl of Educahon
~=cc-"~=M_A_v_2_2~,_20~1_,_-+_~_e_o_o_F_s_A_
CODE FSA-FS2
__ -1_,_-o_o_o
7 ADMINISTERED BY (If other than item 6)
~~-=------_
_so_s_J
CODE
Federal Student A,dlMission SupportGroup
830 Frrst St NE. su,te 91F3 See Block 6
I 'Msh,~gton DC 2C202
I
I
Itu~~~: t~~c~~7;~!;~~toNN/t:gJ~~t~E·N~~~~v~i1~ry6~~~ I
a;g7~ : 8~~;ei (x) 9A AMENDMENT OF SOLICITATION NO.
I 1200 NORTH 7TH STREET

Cage Code· 41 UK7
~
I 10A MODIFICATION OF CONTRACT/ORDER NO.

ED-FSA-:,S
0--001
l,'0007
X
I FACILITY CODE
CODE 00030774
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICIT

JAN 01, 2013 I
ATIONS
I
D The above numbered solic1ta(ron rs amonded as set forth
in item 14 The hour and date specified for receipt of offers
Offers rnust acknowledge rece,pt of this amendment prior Dis extended, Dis not extended. '
to the hour and date specified in the sol1c1lationor as amended
(a) By completrng items 8 and 15 and returning ___ . by one of the following me1hods.
co pres of amendment; (b) By acknow1edg1ngreceipt of
or (c) By separate lelter or telegram which includes a reference this amendment on each copy of the ofter submit1ed, I
lo the sol1c1tationand amendment numbers. FAILURE OF
RECEIVED AT THE PLACE DESIGNATED FOR THE YOUR ACKNOWLEDGMENT TO BE
RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE
YOUR OFFER. If by virtue of th'rs amendment your desire SPECIFIED MAY RESULT IN REJECTION OF
to cMnge an offer already submitted, such change may
1elearnm or letter makes reference lo the solicitation and be made by telegram or letter, provided each
this amendment, and is received enor lo the oeenmg hour !
12 ACCOUNTING AND APPROPRIATION DAT A (If required) and dates~ cified.
See Schedule
Modi IcatIon Amount $125,300
Modification Obligated Amount: $125,300.00i
O~j
' 13, THIS ITEM ONLY APPLtES TO MODIFICATION OF CONTRACTS/ORDERS.
IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRI
Check One A. THIS CHANGE ORDER
BED IN ITEM 14.
I
f--c--'c'-"--'---1 CONTRACT ORDER NO.ISINISSUED PURSUANT TO (Specify authonly} THE CHANGES SET
FORTH IN ITEM 14 ARE MADE IN THE
X ITEM 10A.
52.212-4 Contract Terms And CondItIons - Commer
cial Items (Mar 2009)- TAILORED
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIE

D TO REFLECT THE ADMINISTRATIVE CHANGES (such
office, appropriation date, etc) SET FORTH IN ITEM 14, us changes in paying
PURSUANT TO THE AUTHORITY OF FAR 43.103(b)
C THIS SUPPLEMENTAL AGREEMENT IS ENTF.RED INTO
PURSUANT TO AUTHORITY OF
D.. OTHER (Spec,fy '.ype of mod1llcat'1onand aulhonty)
E. IMPORTANT:
14
Contractor fx ·1snot, r
is required to sign this document and return
DESCRIPl ION OF AMENDMENTIMODIFICA TION (Organiz
copies to the issuing office.
ed by UCF section headings, including solici1ahon/contra
ct sub1ect matter where feasible)
See Attachment Page
(xceµI as provided herein. all lerms and cond1t1on, ot lhe documMt

referenced ,n <lem9A or 10A. as nerelofore wanged ,emains
unchanged aM in Juli force and etiect,
15A. NAME AND TITLE OF !c:,IGNER(Type or pnnt) 116A
NAME ANO TITLE OF CONTRACTING OFf'ICER (Type or print)
r! --
202-377-3798 soo ~ang@ed gov
~ 15BCONTijACTOR10FFER6R
!r~
!
___
(Signature of person authorized to sign)

. -----~~15C
-
DATE SIGNEDL 168. UNITED STATES OF A~E0 R~,c-A----,"e"c~To-A
E-s-,c~N°E
MAY
0___ _
0 0
22. 2013
0
e ol Co1Vractina'Officer\
Prcviou.1 F,dition um1sabk STA.''iDARD fOR'.\1 JO. (Re~. 10-83)

Pre,cr1btd by GSA FAR !4~ CFR) 53.241
Attachment Page
THE PURPOSEOf THIS MODIFICATION 0003 TO TASKORDER

0007 (UNDER CONTRACTED-FSA-09-D-
0014) IS TO ADD CHANGEREQUEST2010 REQUIREMENTS
.
THE CHANGE REQUEST2010 REQUIREMENTSBEING INCORP

ORATEDINTO TASKORDER0007 (THROUGH
THIS MODIFICATION 0003) WERESENTTO PENNSYLVANIA
HIGHEREDUCATIONASSISTANCEAGENCYON
MAY 1, 2013 AND ARE ALSO ENCLOSEDBELOW.
DUE TO THIS MOD1rrCATION 0003 TO TASKORDER0007,

THEVALUE OF TASKORDER00071S
INCREASEDBY$125,300.00 FROM $58,056,720.00 TO $58,182,
020.00.
ALL OTHERTERMSANO CONDITIONSREMAIN UNCHAN

GED.
PAGE 2 OF 24 EO-FSA-09-0-0014/0007/0003
Attachment Page
CR 2010- Non-TPD Specifications per 2012 Regul

ations
Federal loan Servlcers (TIVAS, NFPs, ACES
). Detailed Requirements
I Communicatiuns
The fedtrAI Ioan '"''"' shall r,;spond 101:•,eborrnwcr w11h1nJ hLJsmc,s day,
, the borrnwcfs ,,,mmur,rea(,on (unless rhc comnHHllcalwn bct1>eet1the honowcr
of the dak tha• ,no federal loan ;crvrcer recm·cd
I ume •~ overrheµh,mc) at1d his or her federal loan ,crv,cer I
I ""' res I-
I
I____ ______
30 "71 he federal loan

P1oc .. >1n~o~enclcr.~ourica11on
'°" ,ccr slt"II applv a 120 d.ly non-capuah,-ng
________
ndm,nistrat,ve forheamnce 1oroth,rv.ise 1uspend
___j
1
"''" I} for 120 day I w1th1n3 1,us,nes, J,1ys ufthcdotc
I ic<lernllo,rn servicer 1hat1he TPIJ .cr.1ter sen< lhc 1 e11der '-Jot1fica[1on
c<>llectwn
1LN) t1leto [he I
I l:ill.[s,_lhjs 120.day suspension pcnod <1artsfrom
for u TPD discharge Sec anachmcnt A I Lender Nott
the dote that the borrower infom1ed '.he TPD Ser,
1C<rof [he,r 1n1enltn ap1>i:,
t]cat,on )-rlc) for add II1uJ10IInforma11~n on r"e.rrnal
and spec1fas
,I
]'i,e federal loan ser.,ccr sl,all apply a non·earp

mg adnllm,tn,tl\e lort>earancc upon recOL1•of an
cude uf l]OSl!SI' The forhcarnnce ;hall hcg1n on LN file \\1th a ,ia.son
(he '<usrcnsrnn start dale a!ld end on lhc 'suspension
reoti,·ed 1n the LN file end date'
Jf[he horrower" curicnll) on a defermcnl when 120SUSP

1.1rece,vcd, the federal Joan se,,1ccr may ~cep the t>cirrcl\
on !he dcfermc11\ and apply lhe non-cappu,g adm1niw ,·cr
atl\C for!>earancc ,fthc deferment does nol n,vcr
the 120 day,
[flhc borrower ,s nm cutrtnll., on a defermem when
i20SUSP ts rece,,cd, the fedcml loan sen-iccr shall
cappCngadm,n istra:we forbearance a11JdLS,11 apply :he non-
low othoc cnrollmen[, dcfermem. and for~earance, lo
1211day1 of non-capping adm1nisrrnt1vcforbea,011ce for be applaed dur,nil 1he
~~- TPD
The fdernl Inan sen, ,ce, >hall n,,umc col ,ec11onarnv1ty ------
al1er 120 days ,r lhe federal loan sen, 1ter does nol recel\·e
~--'.he TP!) ser,,,,ccr fur the borrower a:ler 12.0Jays any updates
________ _
·i 110federal sen ,cer shall resume the borrower's st.mdard
-----~----- b,11,noda1e, and cycle 1For examrle, ,r a horruwcr ,s
b,licJ
..~
PAGE 3 OF 24 EO-FSA•09-D•00141000/.'0003
Attachment Page
CR 2010 - Non-TPD Specifications per 2012 Regulations
Federal Loan Servicers (TIVAS, NFPs, ACES)• Deta'ile

d Requirements 1Rev,sed 3/22/13)
~ ---------1 , ''""'"'"";"'',•=r
=~=--~o"'cl--=~-~==~~--~--=--------~-=~~~=--~--J
on the 201h oft he month aad due un :he I-1thof the month, and "'! rcJect1oni, processed
on the 30th of the ,nonth,
·1 hccause the billLngd.m, for lhe nc~! nwn!O hos olrcady passed,
11,ebnrro1wr'; nest paymc1llwould not be "ntil the
momh alier l
j (I Tf.e 1ederal loan scr,,1ce, shall carr; out opprnpriatc acno.,, based
on LN upJotcs
" 'vlalerial ly complete TPD A pphca.,or, ,e~cived by l'PD Servicer

ol"1hedale that !he TPD S,rv,c<r scn1 the I.ender l\otilkatrnn me
c,1r1talwng adrn1m,1ca"vc (orbearance, unlll ,he kdoral loan semcer
rh c fed eraJ I oon se,-,,•icer,ha] I, w,tl,,n J b"sincss day,
tu the federal ]oar. scr.1cer, confirrn '" apply a nOll•
,s rnformd hy the Tl'U Serv,,i:, uf the rc;ult of
1he·:-PD Semcer', re;icw of the boi>owcr·, appl1ca1ionfor rrD
Ji,charge.
lhc 'ede,al loan ,e,v1cer shall apply a non-capptn~ ad'll1nostr
nl"e furbe,rar,ce tu a bormwer upon receap1ol an
I LN fll, w<lhd rca.soncode of INDF.FSUSP Th, furbearancc shall

1n10, l.N fi'.i: and have an 1ndcfin,te end dmc (a Jate far enough
k~m on ,he 'su.sr,tnsior>s1ar1date' received
oul to allow further nollfica(ion t'runi TPD
~
servicer)
lf1hc bo1rnwcr IScurre11tlyon a defermcn, when INDEl'SUSP
,, , I ,., received, the federal lo.,n sc,-,,•,cermay keeplhe
borrnwer L>nthe dcfrrmenl "nd apply !he non•C\lpp:ngadmin1wa
t1ve forhearnnte ,f:he defcnnetlt Joes nm cover the IJ.O I
I
days
'
If the hnITOl'er is nol currently rm a defermcnl when iJ','DEFSl
, ;Sf' ,s ,ccCL,cJ, !he f eJeroJ lo·onservicer ,hall apply \he
___
non-carping admm1<1ra1,vefo,hcarance and dL>alluwooher enrollmen
t. d~fr,ment. and forbearances tu 1,.,,apphcd dur,ng
Ir- 5l I lhe l 20 d,1y; <Jfnon,capping •dm,r1,strocivc fo, he:,rnncc for TPD

RcJcctlOnc,fTPD The fo:.Jorolloan ,cr.1ccrshall rc,umccolkclion
J\.ll•lty 1'1th1nJ bu"ncss day, of!hed,ile !l1atthe
1
__ -.,--•' __ ·1Pl) se,1 ,cer sen; the Lender No1,lic,1110n ~le I() !he federal loan servicer ·--------
TIie fr<lcral ser, 1c~rshall resume the borrower·, ,rnndard h;ll1ng
dates and cycle (For e~ar,pJc, 1f a burrower"
billed on the 20th of the monlh anJ Jue on lite 1-hh oCthCmonth,
a11drm rcJecHOnis proceS>cdon the 31id1of
1 lho month, l,cc·a"" the b1II1ngd,1tefor the next month has C<ire->d\
passed.
• lhc borrn"cr's next paynient woulJ
r,01~c U<ll>Ithe month after)
'i 3 fm TPD -d,;Chaigt·
-------;;;:j;proved ond TPlJ d1<d,a;/le for un lhc bas1.suf VA de(ern,,nal1<>nThe federnl
1>1thiaJ l bus,r.es, da:,,s of,hc date th,11lhe 1 PD Servi<·ersem the loan serv-ice,shrtll
Lender No.,ficatl("1 file I" the frdcral loan .ser.1ce,,
dL.<eho.rge chc borrower's Joans wnh un effect I\ e dale ,,1 the date of approval
PAGE 4 OF 24 ED·FSA-09·D·00141000710003
Attachment Page
CR 2010 - Non-TPD Specifications per 2012 Regula

tions
Federal Loan Servicers {TIVAS, NFPs, ACES) -
Detailed Requirements (Rev,sed 3122/13)
R1:9uireg,ent
j JI 'I he li:de,al ser.-iccr shall, upon receipt ufan LN f,ie v.11h
__J
,1Re.,,on Cud< of APPi\PPR and Ti'D 1';'.~.~::::~ I
J,schargc t!,c borrowers lo,,,,s ,,,,(h an effccl""e d.iTcol The
dale of appronl ll,,s disehar~• shall be cumpleoed
,,,1h1tl 15 days from the date lhc LN file"" sen, 1
4
S4 , Appro,,11 for TPD dt.schargeand TPD d<Schorge" nm on
the u._,15of Vi\ dcterm,not1on· I he tedcral loan <emcer sh.,11
rOrthe borrnv,cr"s !oan.s\o the TPD Servicer using the current
EA27 proee,s ,
j 4 · rl1c fdo,al servicer shall. upon ,eccipToCan LN file "lih a Re.,son CoJeof APP,\PPR
~g,n the pn><:es.los Transferthe borrower'\ loans 10 the TPlJ and TPD 'Jypo of STD 'I
Servicer usin~ the F./\27 p,ncess. The federal loan
,er;1ceri shall consoder a borrower wl,o "under• TPD !urbc;1C
ancea spe<c1olty claim il)pe 0&In 8'271 and
1' I
transfer che borrnwer a, s<Jdl
Note Refunds co botrower process OHl.\lbe completed p,ior
lo transferring l~e borrower In TPD (Le paymcn1s
I
~ ---1----- reversed off acco1tm and ,n process of b<ing r,:!und<d lo D(lriowc
r) ,------~----~
, --, ,-- · The federal lean se,;,,;;,, st,all refund any P,) mcnts 1ecc,ved aflcr the ,
1PD dare cO'ihepay or 1ncase> whe1e payments -----j
have been applied I" the borrower', a,·count alter cbe ·1PD
daie Except ,n ,ascs Apprn,al for TPD d,sch.trgc and TPD
d1.<ch,,rge" nol un the basa, of V,".Jc1ermrna11on1'herc 1hc I,
federal loas ,er.- ,cc, mus I dctcnrnnc the a mouni of a refund
owed on loans Iha! were C<!nso:,do1cd,the ldcr,,I Juan serv,cer ,'
shall prnccss a rdund wnh 10 business days of:ccerv1ng
notice lrom the TPD Scr.·1ce, that lhc borro""' 13cl,g,ble
for TPD dLScharge.
I
, lli!!£..11ie TPD da,e ISdefined a, 1he dale the phj-stC1ancerlifi,·d the horrowcr '
.______
_ ___ rccm·ed the SSA not:ce
honowcr" Ji,•bled
's ;,pplicalmn. the dot< the TPD servi,cr
<1faward for SSDJ nr SSI benefit.<,c,r the elfcct1ve date of
the Jcrcrtn1na1,onby the V.". Iha?the
I
1 5,5 I
_
fhc frdcral loon ;er.-1co,rshall p-occs, • r,fund w,1h 10 bu.Mes,
1h,1tlhc t,onower LScl1g1blefor Tf'D J,;eharge Addltrnnel
___
days ofre<ci,,ng t1ut1ccfrom the TPD Servicer
lane will be all<'wcd 1neases ;,,here tile rcdcrnl Juan
,_
1
I scr,.·,ccr 1Pu,t determine 1he amm1nluf a refund owed oa loar,s
\ha( were eonsol,da(cd 1
I ~ J he TPD date" defined a, the date

the phys,c,an cc;rtifredthe borrnwcTs appl1cat1oti,th: dale
servll·~r rcct,ved the SS,\ ,iot1ceof av.a:d for ~SOI or ~s;:
the VA 1ha,the OO,rnwcrts d<Sabicd
The Ide, al ln,1nserv,cers shal I retrieve and pro-,-,-,,-,-h-,-,"h,-
bel1ef1Ls,
or the dko,ve date oflhc detenmnat1on hy
lhc TPD
,-,-,-,-,-,-,-,-,,-.,-"~m-,,";,-,-,-m-,-,-,-.,-.,-,-m~S-,",",",-.,-,~dail-,-,-
,-,-,----j
PAGE 5 OF 24 ED-FSA-09-D-0014noo7/0003
Attachment Page
CR 2010- Non-TPD Specifications per 2012 Regulations
Federal Loan Servicers (TIVAS, NFPs, ACES) - Detaile

d Requirements (Rev,sed 3122/13)
Messa~£ (Jiill_ Desrnpno"

TPDt<OflN T~D Status "Jon!ica"or, - lnpul
See a11achrnenl U (l.cnJer I\ 0111LCatrnn

Receipt F1!e) for aJdninnal rnfom,a"o" on lormac ar,J spec,fic;
--,-,-----h
, ,,,','ro'a','""....
''''""'"
"'"''''"cc"c"
'''"""'''"''''''"-;,,,'"
co',,,
.... ,,,,,c~foc,
~''e'D ,s,c,,,,,,-,,,,c,,,,,,,,,.,,,,7,,,,,,,
r--------i"., fhe federal loan .,crv,ccrs shall JS"l wcth the TPD .,crv,ccr
c-~ ·•.-,e------------
------- ------------C
Other
11)1) The federal ,crv1cerSshall res;s,nd lo LC payoffreQ<lO>!"'th
edit 6 "1lh fleld vah,e ·TPIJ"'
-----+---,,,
10 I -,,-c borrower ha.sbeen lrnmfern,d lo ·1PD. federal serv,ccr, sh,111rcJcct
1.LlhcU,;(11)6'TP!l' lfthe loan I> not _vel
trnnsferreJ (e g bortU1,cr Ln i 20 or 11\dclin,asuspensio
e n r,enod), federal seMccr res!)Ond w1th all ihc ,,.ard ,nformahon
,n the av.',rJ hlock, put Dtsah,bi:' for loan
sta1us ---~---~---
Tlie federal loan ;erv1cer >hall foll<>wthe ,x,,i,ng p,eudo-assignm,n, I
" 0
prn,:c,s fo, bnrrnwer< '-'tih CO•Jna<icloans or en~
accuun'-' ~~~~--~--~--,c"~~~~~~"~~-
J he federnl loa'1 servicers shall foliowm~ !he e~1S1Lr,g '
l~..
" pscudo-assignmetstprocess detdiicd 111
reference lo prc,.July I. :>OI J processes around appl 1cal1un attachment L (dmegaid"l
and refunds I Sec on,,chment D for <ompie hcudo-
assi gnmcnl repun currently used
:
HQ.le__At no lime are federal scrvicers allowed tn a,s,g" the
phys.cal Ioar. IO)·SA for prncc5Slrl~
-------t
11D -c,c,c,-,c,s,c~-;:a~
loan ,crv1rcrs shall remove from ihcir wch,i1c(s1all Tl'D 1t1forma1
Jon
reg,;;.s,mg a lmrrower to-,e~~ a fPD____ J
PAGE 6 OF 24 ED-FSA-09-D-00H'0007/0003
Attachment Page
CR 2010- Non-TPD Specifications per 2012 Regulations
Federal Loan Servicers (TIVAS, NFPs, ACES) - Detailed Requirements

- -·-· ---, ····-- ---·----· ·-----
""·__
_::-- fu:lu!!u:.>t><·n!
applic,1110'110thm loan holJc, ----"· --. _j
13,1) The federal :oan scr.·icer shall •dd 1nform>\1onto tJ,e,r "cbsile(S) Jiretirng any bmrnv.er that ,s ,c;ic,n~ TPD w 1he TPD
~crv1eer
14 n The fedora! loan serv1ce1 .shall·make all appropnate mod1ficat1on, to their C\LSUngTPD pmce,sc; a.s
necessary to coLnr,Je vmh
the new requ,remenls and fP!} regulat,un.1,
IS 0 ·i he federal >er, ic•m shal I update NSLD~ Rep,.,tting Rcqunemen! \ for lhe new forhc.i"ran,~
!}'pc J a, required by NSLDS
",, ,, ' . ', - ',
,.,, ., ..., ...
''" 1 The fodernl loan ,ervicers sirnll JS r with NSLDS

~
PAGE' 7 OF 24 W-FSA-09-D-0014/0007/0003
Attachment Page
AC"il\CHM[~~A
,o. Buslnes, Rule Additional lnfurrnatlon

The lender notification shall be generated daily, Monday through TPD Servicer Holiday Information:
'" Fridays TPD Servicer busine55 day, for all SAIG reclpeint,. New Year's Day: Ol/Ol/l013
Martin Luther King Day: 01/H/2013
President's Day: OZ/18/2013
Memorial Day: OS/27/2013
Independence Day: 07/04/2013
Labor Day: 09/02/lO!l
Veter,ns Day: 11/11/2013
Thanksgiving Day: 11/28/2013
Day After Thanksgiving: 11/l9/W13
Chti,tma, Day: 12/25/2013
The lender no!l!icatoin shall be generated as needed for mall/email
'" recipient,.
The lender notifications should be generated on the basis of Title IV
'·" loans and TEACHErants.
The lender notifications shall be sent to all loan holders for the field 8 reason code "DISCRG"is defined
'·" borrower for field 8 reason codesc 120 day suspension period, as when the loan I, written of by the TI'D-
indefinite suspension period, appro,e, and reJect. Servicer and not al the time the loan Is
(See busines, rule 4.2 for reason code "DISCRG".) assigned to the TPD-Servicer.
",ne lender notT cation will be sen\ to the below rec,pe1ent, w,\h the
" following 'og1c
-11 luao w1\h ED•held, ,u federal servicer (inc,·,de< Perkin, Servicer arJ
Debt Collect101,Mac.agernenl)
- It oan w;th not to-held a d lender has ,erv;cer, to ffH Lende,/Se'v,cer
0
- If loan ao, rD-held and lender services its own loon, to FFELLerder
- If loao oo l\J-he'c and has been a>Slgeed to GA, to GA
Only exceptio" is for field 8 reason co<ie "DISCRG - see business rule 4 2
The lender not'fcat,on sOall be sent to al' the lender/serv·cer (or GA if Gh Will oe only gene,ated forf,old ll type
" was the lende at :he lime tC.e IP\J process began for the bo•rower
0 )
when a f;eld 11 type "STD"d,scharge" complete (/1eld 8 reason wee

"STD",Ince TPD Servicer will not Xnow
when disc'arge occurs 'or "Ver·•
"DISCRG"J,
PAGE 8 OF 24 ED-FSA-09-D-0014/0007/0003
Attachment Page
'ooo'•'•' •~ a<,..,~ cOOM"" ><•,,,,h W '""'M"' ,, , <o

""""'~m, .,,.,_,.,,'o• ~• ""'"'•••
,,,,
"
" , .•..
so-•~
, CTYYMMOO
•ooa"'1...'"S!1fo•P••••Ml>O",oo<t,,lo',:''"[' .,,~o,
--
NoM«<
,, """''"""""''"""°''"" o-.o, '""""
, I
r ""
I
'"'""'
'"""""
110-a-,,.,po.,,on,.,,.,
'"'"'"'"~"~"o' ,..,,.. 1~,. .,,.,,,,o•~•••
"''""""'='•°''
I ·
i' >o,_M"''"""~• i
I --IC"-""-,-,,-+~-C
1:::;,,,,,.,,.
' "~"',,"'"'"'·,~····~-""'..~,,. !:::::~.:::::::~"~:.::~.:~::::::::
""'"=
"""'""""'"'~"' So,~-••«·""'""""
,!'~~C">;<.,c"~'~"•,J!J=._a,K•,.,,.,,.,_,.2'2..__
""'" ,e,
•P,.,ooc<•<l•L<SC><S''"
DAT, ""0'!ED"
'""'"'""'
1h• ,tt.~_,,.,,
'"'""" '""
~ d,,,,~1•
I
,o,o'"' ,,'~"" ""'' ,, """"" '""'""'· ,;;-•• ,. ~. ""
'" wel,o "" """""•-•""' ~ o, ,.,,.,.-, • '•• ,,,m,a«
'" ,,,... ,..,,,
,,. ,:;,c.
j,--J,c.c.c.,,,-Jc- -fc,s.,,,,,~~;,,,---------------l,c,.c,.c,.c,,,C,,,C,,C,oC,,,,,~,C,,C ,,C,Ccs,,C ..7 Co,C,"C,C.C,oC,C
C,oC,.,C.,C,C0oC,
0
ll~••> '""""''o" ~•,, •"' bo"=••" '"'''"'°~'"' ,..,,,•""
,•
e---+~--'c~---~~- """Y'-'~•-• ""~""'~--------1
" """'"
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~ .t •~"""'
,,,_.,,"""""·
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I,.,~.,,,",,.,.,,,,...,.,,.,._.,,
"""'"=d~ I
! '"",,,.,"'~""'°rn ~ ,o
lso,,.,.,~"''""'""'
"""•' ., ""'
5'0 >oe<.,<'<0!1,~,;a<od•""'"''' WHO-""""'"'

, ·"•~,.. ~, "'" ,~"'"' '"•~•. "' , '""''"''"o ro
'oool,~d ,, "'"" m< ,,A'"'"'•"" oa so,ca ""'="
S.,,M••'•""'"'0•,0~•1<
'"~""''"'"'''""~''""'
--ia,00,s-~0 ,---------------t:c:: 0:c,'.;c'.c'
,c:'.":',,;,•,c.,,,,.,-,,.,,,,,,,.0 ,~"''''""'~"
ti~ """o_,.,
'"""''" ''"''"',.,,of •""'I'
< ,,o.t•••>-<'"' I' """"''' CC"'S'"'DO
'op"""'""'""'"''"""" •~"n'"'""•'~"~"'
i:,,--Jc
I ,
-"----j-----------------S;c";":"~',:•,
,,.c~=,.c,o"o,--i,c,-J,,c,o,
"'~""",., ••l~<.a,r••
0
,:::::::;:,:.,;;~
'"''°~",.,.a.,"""~"''"' o'd,«
1
.I"'='"""""""
"~••""""'
,,~,o~,•~s~,•~'PD'P""°"'
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PAGE 9 OF 24 EO-FSA-09·0-00'410007/0003
Attachment Page
PAGE 10 OF 24 ED-FSA·09-0-0014/0007i0003
Attachment Page
ATTA(HMENl A
Date
TPD Servicer Nelnet
Carl Casey
FSA Business Stakeholder Liason Ian Foss
FSA Business Owner 1 Sue O'Flaherty
FSA Business Owner 2
Cindy Battle
FSA Business Owner 3
Angela Roca-Baker
PAGE 11 OF 24 EO-FSA-09·0·0014/000710003
Attachment Page
Apprndi, VI - Joint Consolu!ation

Total and hrmanent DL,al,il,ry (TPDJ l)i,,chargc Referral 1:.s. D~p•nm<nt of E:duc~tion
Anachn,eul 10 September 2010 Elcctro.,ic Annohm;x,m,·nt Federal family lduca1ion [.oan Program
· October J. ?010
Fi
!
ln"o,l,<Clion
----
b""""""
Joint Con,olid•li □ o
------+
J,,.,,r ,onsul,dat10n l<>o,is(spousal con,oiLJ,,,nn,J
,re rnnsol1da<10r. loans ""''d by <wu mar,,e,l
"-ho ,on.o,nc ,n,,, ohi11bl, fnk IV
d ,t>, ,oto "'" {"onsol1da11on 1110,1\\'hon two
n,:ur;,o borrow,r, ol><a,n, Consol,&uon lo,n.
tiley become obligated to rcpll)· the cr,ti« "'h """""""
Pl.US Co•llorrnw<c
Fo, PLUS 111,ascc~,r,.,; t>y1h, ,c~ool

P"O! Lo~, I Oil U'/9, 1,-,0 P'"'"" """
,H,,,.cd !o oi,rajo co-rn;<dc PUJS loan, fo,
thetr deprndc"r "ude,i,(,) Ir. th1<C"5<
"lu,11; '"'l'"""ble fo, <he
Endor<er Di .. h;,d ...
Lend,,, m•i rcq•,nr,

!'I.US loan"•
appl1Car,t<10 ohc,rn,
mdLtv.1,rH1y endo,sor
"Jh<>ondo,s,r"
I
'
loo, obl,got,o"
lo11<ul1<la110,, lu,n I ,ecorodanly
I responsil,1, lor
If,,,., ofth, JIH> !Jorrow"> of, ,o-madc

roµ''"""' <>fit,,
PL\;s 10,n.,, 1ftlae
If occ cfth, two borrov.er, """'""' totally a11d PLl.."-1lo,n b,<nmes ;oo,lly ,nd hcmm•<' clocs no<
pcrna,,i:atly di,.bkd. tl,a, borro1><r ma~ ''"" 1fy pcnnanernly d1sable<!,that l,orrov.cr "'"Y be
'" have tho I"''""""I th, C',m,ohdanon loan lh•I «loased from ,he ohl,~a<1on to «pay ,he
t<pov 1h, !'l,l"S Jo•"·
the ¢nJorse, l>ecorncs
"P'""""Lb<
I,I:,
I
,mderly,ng
ho,rnwor d"'h""'d
loat,< oboarn«I by tha:
fr, 1h,s ca,:, ,he ""'"""'
L"on«>l1dat1n~loan will l,,: reciuc,d b, th,
of
dchl' Ho"""• the amcool 0!"1h, <lebt
docs no! d1an~(>n»blcfor
,cp,yrnen, of,he
ooTmndmg ,mount
,mmml repr"rnllll~ rho d,s•hkd Oorrowor·,
pMion of the (\,nsolida(,,m lo,,. Howe,", both
l,u,rnwers «mam ,,,,ron"bl' lor repayment of 1h,
loa11
Ilfoh, ,nd,,,,er
: becomes t'1Lallyaad
I
mn,,r 11ng b•loncc on ,ne Ccn.101,,1,mo" of«r P''"""'ntly di<obkd,
d!s<h.t,~, lh< rnd<>r,e, m,y "'
,olemd trmo 1he
,,bl,~arrno 10 repay <he
u,a, Hawe,<r. the
ainoun• of the ,kbL
does no1 chen~c ra,
"""""" '""'""'
re,pc,as,hl, for ,he
entire I oao
•PL~S Co-ll<>~o><m'" e1,i;,H, r,,, ;,.,,.,,, dae to '""' ,ad r""""'"' ;,s,011,t'/ has«!"' cei ''''"'' lrng,,,g, (a,ad '" J4 rm <,'1 ,o,(,)(11
th< PU'" '"""''""" " well " :,-1,"'&0 P'""J,J '"
"""
••Jf'.l,e Pl, S l<ma"""'""'' ono L/,c""'"""'"' bcrna,.s cl,sat,l,d. yu, ,ho«<d ""I" LI" lorn !o Lil, Uw-mr"""
obl,, • .,oo lh, eado,,e1 ha<loo li\o Im" " 01,ch.,;<d ,s well If, '""as"" wou>o, ,.o,m•I!oon JfLll, l,>,i, u d,;ch<l'5.,,J,'"\'
,ef,.,O " d,,, ~., endo, m """ ,ece•,v, • , ,f,aJ oF'"l pa)'mOO~
,ho~ <Jocemeoc,,ion of'"'"' !,e,,h, ,naM on th< loM. p,o,•,,j<J !W,h• ,on
m,d, those p«mcnb Al1ho,,gl>Ll,e1<><r,f.,, <' cadm,c-d Pl l'S 1,,.,,,, ,:,,,., ·"''"'"""'
aprl• lo """""cdl,cJf,ri le>n< a., v.oll
''°
•• • We ,esl1« 1f,o Lllo,e wo,e ol,I<' l~,1,,,J ,oons w,<I, eado"'"
Ev<n <louoh "'' """"'""" "'" <o Pl.US laaru ¼,cl. cado,,e<,. <h• """''"'"'~
""I' ead,,,,.,, "' "'" If ,-ao '"" ,, S1arfo,d loao "'"h ,,a eaOo"" "'""" ,u ,1atlo,d ;oaos
,1,,, a«<ls <o,pply lo, d,sch"'" doe to mc,J '"" p<r"'""'"' d,,,,,.l,,y. v,o 1>.ou:ofoll," U,o,, '"""""ioss
PAGE 12 or 24 ED-FSA-09-D·001410Q07/0003
Attachment Page
Total and Prnirnn,nt Disahility Disrharge: Joint Consolidationi, PLllS Co-Borruw

en, a11d [)isahled [ndoner.,
Gwdance developed m coordma/wn ,nth NCHELP- .Vovember 2M6
~~-~;_,S'O
I•! to,m,
I Jn ,he"" of, J"""Conso1,J,11on lo>a, ,h, loan l,old<r mu,1 ,ompi<tc th, R"I"""
In &liC.Sos. the l<1onOolde. '"''"' ,,wi1mh1p of the loon •••th< luan ,snot ,ss,gncd
for R<,rnbw-sem,at form 1
j , I, """'
-~Pl'lirotion·"···
co ch, "'"""''"f
!n LeleDcpon,om11ofEduc,t,on (the
I D~P"'"'""
ll,pOJ ,,.,,,.,) Oecau.se1lierc " • ,,u, ...<Jischarg<oblcd<ht lcs«ad. Ll,e
<h, Dcp,nn,en, for <he ll,p,rtmcm ,,, cv,lu•t< the Oo,rnw,f, rcq""' for d,schaog,
~""'"'°' ref,., the d,s,i,a,gc ,ppl",M" to
I 41ou-:- Dilic<n~~ ---

c<ilr;,-,;-,-,-,,-"::~-,,-.,-"-"
1,. ,II'"'"• loom holdm '" prnli",1,,1,dfr<>"l"nd,;-;-,,,-,-,-.,-,c-«-tl,a< ""l"de
-d-;,-,,-,,-,,-b.oITOWor
j ar emlorm """''~ ,a, !Jepanmcnt's pmad of«,"w. v:h,d1 ,a,I, when 11" GA. rcceo," aour.ca""" -,frh, D,p,r<mcc\l's
• , d1,cha1g, dms""'
I '
,_ _L_
1
_____
llowc>CJ 1he loan ho:d,, "'""'""'"'"'to
P""""'I,
c__cc_ tli, ,,,1,,,,,,
Coepayrcl<nt) dutm~
collect from th, oon-dos,blc.1 l•orrowor or 11,cmdo""
,Ji,
;Jepa,u11en1', period ,,( ""'""
(1f,k loon holder"
Pa~e2ofll
PAGE 13 OF 24 EQ.FSA·09·D·0014/000710003
Attachment P;ige
focal and l'nmnnent IJisat>ilitJ Dischargt, Joint Con,01'1dations, PU :s Co-Borrowers,

aud Di~abled Endorsers
Guidance dive/oped in coordmarwn w11h,VC!JEL!' - November 2006
Catego,y 00 0
llow <loloao holJ"' ; staled pr«,ou,I), the lo, .. :l~;~~,C~~::::::: , ,~,:~:~S,::·,B::~::::n::::::, ,~::• ;n>[cod.U10(/~\ w,11o<frrU><
rd,r '""" oppl,c•l;.,n, orrow«, · and <nd'""'' J"ch;r~e ,pphcatw,,s ,,, the D<p,nino,H The ~AIG <uhr.m,ion
r,.,TPIJ" "'"" '""'''" anl)' tcfcno:, of
~, J mt•consol,da,wn loa,,.,, cu-made l'LL'S loam or u;,.blcd cndo, '"" Tl« SAIG ,ube,us,,oo mus1 "Q' usclud< ,t,ndo,d ;p::i
JJ,s,t,,,~,mtgnmen'5 or refm,,J\ fer Ve'"'"' Di,ab1l1t}P»<har~c L,!ew""· """"'I (paper) ,,rm,ls must I" l'"l•gcd
I scpara,cJy r,,,m ;,,t>da,c', TPD D11ch'<ge ""~""""" or rcfmals fo, Ve<cnm D,,.1,,1,., ["),schar;e
'l"o;uh,ml «fmal, '" SAIG, co~p'.<" file l',,,,1,vi, '.!Cl, l"olal '."". Prnnan<•>t llis,b,l1t}'
A,si~m,.,ol ·:·)'Jl<.w,tl,,' D
,or JOll>tcnmohdat1on loom or ·B rnr J'5ableJ en,lorsm o, PLUS { "·Borrowm If ror,mng • JOltll,011sul1danon,
I comple<e hk Po""""' 2;a.J~8, Curren, Pnncipal ilal,rn;c, v.oth th, """'m' to be dJ<Ct.arg,d
or SI 00 lf«kmn~,
: ,l,sabkd endor>er orCo-lforrowcr. com~lc« Iii< pes,tion )98 - .703, l1m,nl Pnnc,pal Bal•act,
""~ ii rm n., GA nmst
theu ""d '" ""'~' nf ea-h bon""'" ·, dm h.,~, ,pplicot10n a,id ,uppornng docum,n<;,ion
rn , pa.s,wc,rd-pro1cct<d,ip Iii,
{and pm, 1d, !he P""'""'"' a <eP"''" ,-m,i]J ,o ,',•,li" l\!1..illl;-,_,.!!i•'"'"'
,,,,,@,J.ill 1 w,rh the "'bJ<:<t line '"RE Joic,,
Co,,sol1dan,>.,," ··RE Pl US Co-Bono1;~,," or"RE D,s,l,1«11.ndmS<t"
I fo submit rcfc,r,1, m,nu,l:y. ch«k ,h, ,p;,,ovr"'" box on Ll,olirSLp,g< oftO< I PD Di,chargo R<im,I Form S«
i .\ppetLd1' Ill B - Ret"rnl Fonn
:t Li., GA dmrm1ne, ,he b,m,w,cr m,011 ,h, eho1b,l1:yenter,, •n<i the loan i, l,ehl 1,ya lcnJcr or"""" th< G,\ w,11pa\
tl,c lt11<k,i<m1m th< amount d,torn,irLetl ,o t,, poteJ",ally d,g,blc for .-.:fun<I
I I Send the b,ltt""" 's or caJ,,.,.,·,

c,/erra/_!orm To <lit TPIJ Sen'""
i,' ll,1•,r<mrntofM"""on
,,,.,Ii,
dl'<·imge .,pp/1, Oil<',,,r,li "'f'f'""'".~ al dr,,·1m"'ll'Df.'@a"d
, r, , ,.mp/,1c·d
101\ S<iuthl'.ukcr Ro,d, ''"" lUfJ

Aurnr,\ ('080014
In the l,lo ,cccrd or"" ti><Rdcrrnl 1-<>rm,
,ndt vidu,I as •he cc•»~"''
IJ>t,he J1<al,led iod11td<1al~, ,h,
hmrowei ao,1 ,h,
oon,d,sohb1
[h11,s '"•!"'~•nt. hccau>' 1h, ,!,,charge w,11t,, ,r,:l,ce '"dorm's ,11forn"'"'"
I al>cl1h, I'""~' JOINT l'()~'SOLJDATION, PLU> CO-BORROWER, or lll~Alll.!":) END()RSFR,"
appn<pr,,<e ]hi,'"'"''' <;A,"'"" ,,.~m"J"'"'
c,,1w,fok,1,-,n, c,,-r,1ad,•Ni ..'S ''""" ,,rJ11~hi,,/ ""'""''
'""J'
""m"' '"'"""" ,1,_.,,, ~'{"'"i ,'u""' m ,me pu,h,x,·
"J
'"/"''""'"'" ,i,,/mdwa.'ly.
Do no, ""·I r•yment I"'"'BS or lo,n ,oll.,er,I <iocun><manoo
Upon row pt, <lief!cportmcnt ,.,H procc,, the ,l,scharge Cpjll,cahoo ,nd ;,b,equ,n,ly inforn,
,1., (iA of the bonuv."''
<o,Uorm'> dmh,.gc cls~10ilityv,, lhe P5Cud<>J;li~ih,IH\ Reponls) The repM will in,ludc
th, name, ol oil cosig""'•
borroww ,nJ cndor«r, !<>"""you'" ,dentifymg Th, accoune(sl on'""' ,y>1cm (1 l,i, 1><1 w,11rncludc o,ily ,hose
\,ono"m of Jo,r,t-con;ohda,w,, loan>, e<>•n,s<lc
I
PLU5 loan< and endorsed l,,a,ts)
lfth< Dcparm,,nt '"""''' '"Y p,ymcJ>ts f,,r 1\,cscbo,rowe" ur endorsers, ,1,,
poymrnts 11Lllbe «<limed to tho semier _
Pa~c.lofll
PAGE 14 OF 24 ED--FSA-09·D·0014i0007/0003
Attachment Page
Total and Permanent Disabilil)· Discharge: .Joint Co11sulidations, ru:s Co-Borro\\

~r;, and [)i.1abl~dEndorsers
Guidance dne/opeJ ,n cuordma11on w11hNCHE!.P - .Vm·ember 2006
,-----
• --·----~--,
t - Jornl ( on.. hdatlon
If Ule Dep-enmcnt f" <1s,h, d1<ahlod borrnv.or

PU S ( o.-lJocro,..,
l
·-·--
Endor,er p;,.1,1«1
~• Peponmeot fi"ds ,he dJ<ahled bono"" Endorser cannoc apply

chg,Ck for ,1,s,harg<, the d110hlcO1,,no,..er', ,1i~1bl, fo, ,l,scharge. ch, ,h.sab;,,J borrower In, dmh,rge un,il ,h,
uc><Jc;lymg loacc, ,co d1<chaog"J. but oho I h" no rcm""'"t t>bh!·"'""• In" tho non- loan l",l,kr beg,n>
,J,sahlcd Oorrowc, mu/ rhc no11-J1.sablcd
ho,rnwcr '" sull rcsporos,blr for 1h, "'"""'"~
nct1•J•schar~eal>le pomon of ,he loon
d, s,bl«J borrov,'1 " .,,II respon.111,1,lo, ,h,
,nor< Io,n Ipursu,ng ,he "'dorscr
, for p>)mcn~ , , th,
lftl>< Dcpanmenc fod, ,he d,sabled borro"'" borr,iw" becomes
If,~, Dep,nmcno r,,,,i, 1hcd:sobled borrower 1nd1g1blc for d»ch,rge, bo!h borrow"'
delmquen, or dcfaul"
'"el'~'
""'"~"
al, fo, ,li,ch>rf<, l,oth t,oira"'"' rcm•rn
rospon,,t,1, /01 U,0 '"'"' Io,n
below arn,m, only o"c borrnwe,
,cm,m'"P"""blc fo, tl" '""" lo,rn
An,.,,,, trelow assume nnly one b<m ower ,s
ITM, P"duJc,.•
pr,"e.«ing of
<il«-horg<
,s ct,s,hled
,li,ablcd J,,cum,nrotion if
rea/VOO prior to the
'""" ho/Je, p~r.,•inr
tht '"""""
lfth, Vcpanmer,<
rina,,i,. endorser
d1~ibk for J.,chsr~e,
clie J,sob:,o '"'''"'''
has no "m,mrng
oblig•Mn ro rcpo)' th,
loan lfow"e,.tl><
borro,,., "'""""" to
be rcspor,_s,~I, for ,he
;.,,n
1r,1i,D,pnnmeo,
(10d, !h, d1<able,J
,odomr 1a,eh~rbic for
d,,charic. b<,tl, tOe
I borrower ,11d endor;er
--~~ ______ L_____ _ remain ccspon"blc for

!he loan
P.,ge4ofll
PAGE: 15 OF 24 ED-FSA-09-D-0014!000710003
Attachment Page
Tota! and Permanent Disabilif) DischRrgc: Joint Consolid

ations, l'l,llS Co-llorro"er,,, and Disabled [ndor.srrs
c;wdance de,•elopeJ m courdmarwri w1/h .\Cl!L'LP - ,\/o,·emb
ec 1006
r---···-·
Jolo! Con.,,lldotion 1 l'L\IS Co•Bo,ro"er
Wh.c ,i,o,,M lnao You"'"'' "d,~c on, loan bal,.,,, Cy ti,o I ll,Jl o"I; ch, n,10-<1,s,bled t,orrowet ro, c),c tJ,11onll· <h, bomJW<T
h"ldo,, dn ,.ith lh< oon•
<li<ehor~eablc portino 1
po10o,hally d,S<har~oabl, porno,. wh,cl,
,ncl"'I" ,1ny payn1'nts <h,.ble 'o, "fund II•
I entire lo.e, dunn~ die D<pan,nont·, pcrwd of dunn~ the
m<J,c balanc, res,,111,you·,,,,y "'"' th, credit
f<\"10"- ,I Dq,.rt,nent", ;,,,,,oJ
Jf th, ,,,.,.u,.,bled borro1'<r ;, deferment of'"""'
I "' the boETOl',<f
B,li on:y tl-.c11<>n--d,rnbl«1
I tl,c n<ln-daschnr;,-:,bk
borro1<,r and ooly for
ror, ,on d urrn5 ~,,
,1;g1hle. ,h, ln,n l,oid" may gram dcfem,eal
w,,hoot the d,sabicd horrow,r """'°~
YLluJonuon,odto
µrnkcl oh,'""" of
deferment ol,g·,o,lci,. requ'lt'emc11ts the lo,,, The
lle~anm,n,•, penounov,,r m,,. d,faull
oftl,o entire lr,>n
If th, ncn•dl 1&1,kdbonowe! ISdeferment dur,og ch, Uep,nm,ll< 's p<:nod of'",,., dt:nni ,he
,1,1,blc, th< loan h<>hlcrma)' t,aoL defenn,n, ,o
D,pmmenr·,
I
(hat the mn" decs ""' dcLenoracc wh<" )'OLI porc<Hl
""hout tl,c• ,li,ablcd horro"er m«nn~ t0ncw b,llwg ot ,h, d»abkd horrnwe, Yo" ofccV1c¼
dcfe,mcnt chgL!"i''l' 0<qurrcme>HS ,.,,y,ffoct ,1,., proternon of''""'),)
Yc,u mus• prnLW the >tatu< ofLhe Jo•" durrng ,prll'"'!', Corhe.,-,nec or d,f<rmcn! ro ch,
the llcpartmoa,I', pen,,-J o! rev,ew ,u ,hac rl" loan. 1/ tloc nno-d,,,t,ld bor,,,1-,er ,s ,Jtg,hl<
"""' dncs not U,<criorato ~h,n \'OU ,cncw lo ,d,i,uon., lo,., holder"'')
illlbn~ of th, J,.,bled :,oml"",
•wli ,,,
\"oLLmay
,tree, thi> P'°""ion cfs1,tu, b} apply1n~,
adrr.1n,stro""'" forboa<ar<ec10 the°''""'
PL\.,S loan do" not D,,u,nc delm,1u,nt or
I
forbearance or dd'ocm,nt Lo<he loan. 1f1hc no"·
tli,L ,1, """"g dd;n,1ocncy do" no, i"''"""
,l,,sbkd bo,rnwer" ch~,blc rl.,nng ch, D,panmeo,·, pmo<l ofrrnow
In ,dd,Mn,, Jo,,, holder n>ay opply •n Loan hold«> must~"' "plore ,vo,l,bk
•-1m,msttatnc lorh,.,,.,« <o'"""" opM11' {,.~ ,l,,0101L" rcpa;"""'
the loan
docs""' \,ccom, dclLnquc,,r oT thJl >n crntln~ <If'"""""• deferment, oT d11cce1,on,1ry
dclLnq,enc;- doe< not mere•>< dern,~ ch, , fo,hcarance) ·aith the ""''·Jisable
!lepar1m,,.r, pcroad ufrcv«w Loan holdm 1,vc
11Ml firsl e.1Jlor< , .. H,ble opt,oLL,(q, fo•karlll,ce,
altomatM •~tccm,nt.s, <l<fermc"~ 'lr
t<j\<)'T!'<OI 1
i facret1oriary lorbea»ncc) ~,ch th, non•<l,sabl,d
I
l">rrower I"'°' <o ~'""""~ a<LadmorL!!trattvc
fo,kacanc<
l'age5ofll
PAGE 16 OF 24 ED-FSA·09-D·0014f00:)7/0003
Attachment Page
Total and Permanu11 Di.,ability Discharge: Joint Con.mliduion,, PlXS Co-llOlrrowe

rs, and Disabled [ndorsera
(_jwdance de,·eluped m cuurdmaflun >1°1//r:VC!IELP - .Vovember 2006
'"i_,_
~
--...
,--'-.~~
--,"
r~-
..·"
;...
;,;;
-
\\ h•t -i .. , and end
""'" appl) lo.,,
! ,11, ln,r, holdc, ""'Y •rply an •dmm,strot,·,e
forbcarn:i« ,o en,.,,, ,h, C"oosu:,rl,uon loan
PLUS Co-llorrow,c
The].,.,, holder m:r, ,µply Jr. arlmin,w,c,,e

l"<lor,,r Disabled
NIA-thcPL~Sloan
,dm,natratJvo
lorbc,,rat>" oo "'""" the PIX5 lollll d<><< ""' borrower is no,
,Inc, not bccorno dclrnquonl or ,i,,c ,., """"g
forbea.anco "nd, r the John quon C)'dot, ,iot '1ncr<ased u,1n~ <he
tieeom,Jclrnqu,nt"' 1ha<•'" """"g ,1,g1bl, for"'
dclmq"e"C)' Coe, no,'"'''"" ,dmrnLStffi[l"C
'""""'°"' m 1h, Dcpanmea<'s pmod of«'"" The l),·p.nmcnt·s I'"'"" of""""
,l,mng ,1"
1 h, forhc>1Jllce clu,in~ <he
p1o,I""' q uest;on? '"""""'"""' fo<bcarnnce ,,,,,:, h<1.rn"" ,d,cr I arltllln1><retlvcfo1O,,.,,ne< may bog.,, ,,o on,l<>rm·,
th:u, ti,, date <he lo•" !>older1""'" ,ho , ml,er ,han th, Jate ,t,, 10,n t",IJcr ,ccene, D,p,rtnccn,·, pmo1<"
<l,, 1,,,.r·,m,or u,., une bcirrow« " ;crm,n,n'1v
,nd L<>tally <lrs,01,J n,, ,dmin,,nauv,
from ,1,, guorn1to1·th" on, bmrowe,"
I
1 fo,b,mnce ,n,v nn1 rnd I"" olicnthe (la,, ,h, I pemianrntl)' ,r,J w,alls dos>ble<I Th,
; a,im,n11tratJ,•, fothearOllec may ,o, ,nd later
[,,,., l1olJc, ""''"" nollfican<m nf tl,c , ,i,,., the J,re 1h, loao, 1..,IJer '''""''
D,?artrn,nl', di,,ha,ge d,m,ou noHficatton ol oh, D,p,rt'1cnt·, d,sdia<f<
u,:....
::·,
h tho o,on-di,.hle,!
""''°'"'
,...
,...
.
oli~ible ,ah<
g,antecl ,ny 1ne of
defe,mcnt dur;ngth e
\'c,
t,,,
11,e <\,sabled ho,rowcr" r,o, ,om1dc,od "'
borrowc, ,,,,th, rep•}"""•' obl,gatio"
Juri"~ <he D,p,nmenr·, 11«,ud ofrrnc·H /\s
,o,·n, "" deform,,,, d1g1b1i,ry '"I""""""
"ould 'l'l'I) only'" ,h, non dosabled borrnwor
I """-"""
Yes The dtsabl,d hon-ow"" riot con"deio<l--t-,-,-,------
,o b,, l>un-oo,er"nh a rcp,ymon, d,l,_e>lwn
d"""t ti,c Dep•r<mem·, pmod of,o,,,c,.. A,
such, <h, deferment ol1£,h•bly requ1ren10n,
would apply uo,ly to the lll\n-faaCkd
1
[he appl,ca11on of dct"e,mrn1 m ,h., inmnce ,_,• t><,rrower J1,, ,ppl,rn:,on of d,fcrrn,n• "'
po"t"' m«IH•d of ,en,jc,.,s ,h, Consohd,non ,hi, mmncc ", I'°';"""
method ofscn,c,ng
lnat1 and prc>en[Jns lhc rncrc;;e of dclmqo"" y th< PLUS lo.a and p, c.cn,mg the me,'"' of
or dcfoell "" the C o"snl,da,100 loan ,luno~ tt,o dclm9"'"'Y o, default on the PLU~ lo&,
J
n,pa~mom·s ~mod ufrcv,cw
dL<rrn~the IJ,p.,tm,n<', pcnod .,frcvi<·~----
P,~e6ofl1
PAGE 17 OF 24 ED-FSA-09·D-0014l000TI00C'3
Attachment Page
Tot•l aud l'crtnanent nhab,lity Di,chargt: Joint Consoliduiuns, PLt:s Co,Borrnl\•

~. ~nd Disabled fndorsers
Gwdance dn•eioped 111comdmu/ion w11h/\CJ!f,/,1'- .1,Jo\'embe, 2006
-i-·--, Cat,gory
Joi11<Con,olidation -i-- l'l \I~ { o-Uocrnwer T£;;;;-;-~;;; I)~,~
' lf • d1•fermeo,\"
' i• ,n,«J ,., the nun- .
•, A ,1<f<rmer,1\,,md ,01<:y,n ,he mH,-di,abled
bo,c,1wer's el,g,h,hty mull O, ,il~n<d ~,11, 1b,
. ~ ,kformcnt hasd ,ulcl; on ,11, """ dJ<Obl"I ~ A rt, ,tart 0110
l,orrower", clit,hLll\y "'"" be ,l,e,"d wuh ,he · end daks '"' b,s,;d
I
Ui,abled '"""""•"'"'
I ,,. the start ond end
d,te,?
I
D,p,,,,n,nl s per,,,J of101,e1, Th, a.r,,mrn1
, ,n,:, no, beg,n pMr tn rho d,tc ,ho lo,c holder
I rccmes the d»shM~e ,w11ea,wn or Lh,
1 Dcl'.nmen<'> period of'"''" Tl,,
I d,wmen1 m,; no, kg1n p:ior '" <he d.oe <h,
• :"'" holder ,<m''"
I solely on the
'°"""''', defrnne>11
d,e ;,,ctiar 0 , a1,p1<,t,1on
cou~"raan fratt, rh, rumotor Im Lhe ""
"here ,h, discharge •p~lic,t100> ,, sul>m,r.ed
,l,r,ctl)' to ,1,,
guarnmon. ,vcn ,f ,1,,
da,c <h1hc
••so whm U1c•d,sdm~, •p1l1coown"
,htcaOLl1ty
I
,
I
· e,or,-d,sabled hm,ov,cr """"" eligible l<•i[he
: ,ubmL11<.Jdmctl)' to the ~,,.r,mmJ, evrn ,f
' H" da,c ,he "0u-d1 sohled il<1,rower b,c,me
~,fmnen, ,s earlier, ri,, dd""""' er.ds "" <he cl,g 11,1, fo, t11edefrrm,no i, carli,1 The
e«rlier ot ti" ,lsLe the ko,1 holder'"""'"
no11fiC,t'10nm CheDcpai1m,,,,-, d11cl1arg,
dcrn,o" or ,he dare ,h, non-Oos,blc<Ihcrr,,w,,·,
ddCl men I cnd, on [he e,rl"r of <he da,c the
lo"" holder re<cc1vcsnotl!icanon of <h,
I
D,p.,r1ni<nt's J,seh,i~< dec,s">n or th, dcl<
ddcrm,,,, ,lir1b,1tt; ,xµ,,ss, v.~-"l"\cr ,sf,rn lhe noll•d1,abkd ho"""'"' s Jef,nne,H
: I Andas,llo",dl,yl4CFR6S2!11(n(I),ro, ob~1bil1!yesp01es, wh1d«·. er " fir"
I. I
,Ln; dclmq"'"" pnnr to 1hc ""' d•'< of,he
def"rnrno <he lo," holJer m,y apply,.,
od"''"""''"'''
f<>rh'"'"'' 1"h, ,dmmLSt, Jl>vc
,o,be>ran" m,; not [l,g,n carl1c, lh,n ,he date
And" ,110,.ed by J4 CFR t,81111(1)(1). fo,
ony delrnquetoc)" pnor tn ,h, stan date of
def,rmenl <he l.isn holder may ,pp!:, at>
,1,,
1·
,dm1nist,ar1>< forhea,anco lhe
the loan holdc, rem," <he d1,ch,rge admrn,strnti1-, rcrbca,or,c, ma,· not l•<gln
appl,c,.,on or the n<>hf;c,uon frnm ,he
I ~"•ran!or{in ,he"" where ,he d,sd,.q\c
oppl,caUor, L><nhnaHcd dt<"t!) '" th,
<01IJCr<h,n the da'< w, loan ha Ider'""'"'
lh, d,"11>, ~• ,ppii,,rior, er •.h, not,f;esi,on
from the gwtran!or (u1 !I'<'"' where 0"
guaror.:or) <lF>char~cappl,conon is suhtn"1'd J,rec\l}' 10
I
I I""'""""')', the dekrmcr,1 and"') a»omto<l
•<lnHni,tr,tove fo,l><arn"c, car, cover, per,od
the Hn,,r,,itor)
1., ,umm,r;, 1h, dcfrrmetH ,nd '"' a«oc,accd

ks, ,h,n, but never more th,,,, lhc lime tho odt<,im,crat,ve fo1l,emnee "" """', pe,•oJ
I______Ic"_'_"_'_
___''_"_'_'_"_I"_'_"_"_'_"_'_"_
[kp,vtmen1 appl">tion 1' under'"'"'""'\,)'
L---;
the
__ ~'-"_'_'_'
"'_'_'_"_'
"_"_·_""_
_"_"_"_"
'_"_'_"_'_
_' '"_"_'_'_"_'_"_'_'_'_"_"_'_"'llerarlment
~.,ge7ofll
PAGE 18 OF 2! EO-FSA-09-0-001410007/0003
Attachment Page
Total and Permanent IJisabihty Di.schar;:e: Joint Consolidations, Pl ,llS Co-Borrower

s. and Disahltd Endorsers
Gwdana dcwfoped ,n conrdmatmn with .VC!IELP - November 2006
r·-;-~ ~.-;- -- I---- ·--~~~~;-,o·~--- ·- -· - ---r,,;,~ ·~:;;:;:_____

;;-.,_._ ; _'_"_'_"_;._,._,_._
+_'_"_" 1
~ Refund of ray,n<n" TNo ,erLLadcs ma<I< such l"ymcnts "" o;,pl1<d No r<fund" m,dc
a<
1', ret',m,I" made
! opon d;«h••~e ,o ih< "on-d,schorgeabk port"'n .s, rc,ul, of
1
1 the rctn,i,i,r,ernc,u
11 .TIla"
! h"ldm
,huuld ln,n TKo,ume b,lhng \,olh the non•di,abkd ,.,d \he
"" Ice ,he non- , disabled l,o,rns,,cr for the ou.,tand;n~ rort,on
j Only •he non-Jos,i,lcd burro,.,, ,.,11 be billed Onl; ,he t,o,ru"~' will
The noa,-<1,s,Medb,rno"cr" rn,pons,bk for he l"lk<l Tl,,,
dmh" ~eahk 1•on;on tf I
{"clL,dcs 1h, aroount Jmh,r~cd,' of tho Jornhll,non L10n loan The d,sabl"I Oomi"" tS d1>chargcd
<li"h,r~e to lhe "spom1hl, Im the
from '4>1Yft<lurcrc<poo,ilHilly to repay rl1c enr,r, DUtstand"'"
d,,.hle!IC<of the l'UI~
loo• The d,.<>bkJ
CH'1M>cr lS dc,cha,ged
I
fron• oqv fu,urc
<0,pons,b1I"}' "' ,epay
~,e dc\,t
" How ,ho"ld loan

holder, «171i<e the non-
Re<tot< tl:c d11,bkd hmowcr, por>,on ot tli,
Con,~1,d,ti<>n loan. b,,,.,w,, no"'""" accn,es
R<1um, btllmg both borr<>wm h1r ,1..,<nllre
b•l•nce ol <hc Pl.LI> loa" Smee the,, were
Re,ume b1ilml, b<JLh
the borrower and 11"
J,.,hargeehlo portioo O 0'1 lh" port,cm Junng toeDep,rtnlCl\t < ;1cncd
'"'"J
r,o f,nanc,al •dJ1J.1hnrn!<m,d, lo <he balance
I the l)ep,nmeut d,ni<1 oho,1<" ii thcJollH Consolh1a"on l,1an IS held ufi!1< lo:111,no,,e aced 10 be revc,,,·d
,foci, o,g, w (re;u,l•I<>) I balance oftl" nus
lh< di.soble,I borro"<•?
by a le.,dcr or sc1v1m. the lea, h'11dermu.,t I cndm(!, lo, the
lo,r, Smee ,t"" wm
ccfu,iJ to <he~uommo, 1he ,mou,.t pccv,ou,11' I
ni, linanclfll
,ccc,;·cd from <he ~uarai,tor , adJLLS<men15 made co
I
-~---1--~~~~.~
lh, \,a lance of <il<
L_r__
i -----·-I
.-~- l<l,IU, none need lo be
reversed
-----
Page8ol"!I
PAGE 18 OF 24 ED-FSA-09-D--001410007/0003
£000/LOOO/l>L
00-0-50-vs;,-03 l>i: _jQ Ol 38\fd
11 J<>6>~"J
~-··,I ,,,,"" --~-~--~---T

-,·-
I ,\11Lr,,,,,I""''
I·'"'"""<,J,,,.,o,ioq
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S,llJ , 9, ~u,uod,,
"""*"-"J>p1a4
u•o1 ;,1 l p,ru,p ·
(p10,.0J
uo ,aM/J.tmq,l_wmi,,r:,,a-iwnu '>1moo,
]'!'°' P"' ·'""" '· JOMOuoqp,rq'"I'-"""
"I'"'" {1110,,s
(p,o,oJ "" ""'"-'°q
I'""' P'"'""" '•'""""°4
;,•19"",,."""
'Ill"I"'",-.01 '"""P'l"'""J
Ml mud) I
10 p>IOPJ">I .1:lJ,4"'P
,4, 10µun u,01 SJ1 1,1''ll ;.,odo, "'"''"!'"'" ><HJOuo,uo,I paiimp<ip-uou ,,, 1,oda, 01
10p104u,01 >41•paiu.,~" "~'"''l'"PJJ """""''·' "P1"4 u,01 >L{l·pa1~""" ,s,.4,,,p JI
>4l jl •"""'"" po, oo,i>J~ui,q ,{JlU>Jm>1>Mouoq ,(mu<J,I
..: o>,mop Of\i p,uod;; ~""4 ,l[llLallm J;'10lJ09
><1>"P"" ''""I 5!l IJ a41uod>J o; onuuuo, .l.J,wu<ilJu,01.,J,1
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,\Jun,o, I"''"'p,oo,i" ,a~<>.lloq,4," ,a,,.o.uo,1 P'19"'P
pJO,OjJO 1'o\Oll"'[
pu, ""'" '·""°""9
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Oql
<;1lld'L{liu,u,dJJ I ""ouoq P'l'l•"P ,4:" ~(l"TSN L{llM

pJooo, uo '•'"ou,q ,4, J 1 10qwhu ,\)un,o,
·"I ""w
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I
anwiuo, p1no.,, S(]lSN q,,." p10001 "" 1'1"D.J.JO'i''llJI J>qm""
"1'1°4 "'"I,,, ·smu
10,, 0, pu• """" ,_,,,,,ouoi p>1q.,,p.uou
>4' "IJLITT\IllO:S.17d >Illuod,J Pl""4' "1'10'1
,\irn1'" I'"°' pu• '""" ', """""4 p>1q•sip
OCT1S.'i"' pauod>.1 -«OU"I' "I'"" UOIUO~ >1qe0Ji,4cs,p-uou '4'
'"" >11' s,;s,opu3 ·
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p,,11>d, •'"'w'""'<l
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, msa1s_,;o,"'"I ,\iuo '°"'"""q
AJ,u,uct ,uo "P"" SUt'ol c, ''"'"'"H ·i1uo ,,,.,o,,uq {muud atco "P"" I
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'!""'
•O' S,11d suod>1 ,\[jti0>moSG'lSN suo11,p110,uoJ1•"0f suod;, ,\purn,,, SGlSN
"'""' ,4, uoda,
I
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]SOLU
»r,1oq u,01 "ll o,
,'\1,wn • "'~""' S<J'ISN u,01 S/17,[ >4lJO m4u,,., S(llSN Ol "'""od >1q>'Kreqmp-unu ,q,
»1•104 '""I >q: """" D>lJOO"'ll uodaJ ,smu .»p1oq "'"I "II JO'"'"' ,o,w,, ,q, uod" '""" "PIOq '""I "11
·
,(~ p>WJOJ,>d>~ IILM I 1'pj0Li L•O<>i
>4l 1>p1oq"""I
. li'utu,,,1,J S(l1SN IIV , ''I l'OllUOJ-l>d,, II"' Wu"""1,, sa·1,~ 11, ,q, ,\<;pauuoi,,n ,q II"" ~UJUO~-"S[l7S1' l,V /
~
q~~~J
··---------
I ·-------
10..o,10fl•"J_ s,nd___
- ---
~ ____ uou..-pnos_""J
·- "
1u1or
--------- _ L_
3u11,odaij Sff]S.'-
.tio:la,.J
-·----
"
•
SH<Jopu,i PJl(IC~!(l I'"~ 'UJA\.O~~oa,o::i
91)0[ uqw,Moo,, - d'/3//.)f,;' '!'"''
'4otJ1J111p;oo~"' padn1s,,ap ~JiWPln:J
S, l'ld 'sno!JCP!IOSUO.J IU!Of :Jfuu4.><1a ,{JIJ!q~S!([ JUJUCIIUJJ
puu f~lOJ_
a61:?d~uaw4:>1:?U'v
Attachment Page
Total und Permanent Disability Di,rhargc: Joiut Con,olidatlon,,

PLl;S Co-Borrn,tn,, and Disabled Endorser,
Gµ,Jance de,•e/oped m ward mm um "1/h .'v'Cf/f;LP - !iovember
2006
. -- ---- -- ---------~ --,

II Joint Consulidnt;on PLFS Co-Borrower
.-\II toqu>red er<dll buceo,, 1cpotlm~ will he .~II cied,, bureau "IJOrtrng wdl be pe<l<>nn,d All mdit buro,u
I p<rfom,cd bv 11>,loon hol.frr ' by ,h, l<>anholder «pon,n~ will be
perlorm,d 1ly •r,, loan
,t,,, ,ti,"""' """'
Th, loan hold« must rcpor1 Ui, correct ,t,ru, of I ne
loan liolder must "I ""
th, Cnnsolidmier loan to th< md,r O,,reau(s) I
<1fll1<PLUS laa,1 [o mdst b,,icau(<) lroldcr
, ><itl11na nm,1, man nee
wHhrn o <imcly "'"'"" The lo,a liolder
contJl\u" <n rcpoll 11"
Lo"" holders""'"' report the bola nee("""· ,L,,.,, hnldm n11;>C re poll 1h, :ull ,ufmnd1t1g '""'"" stan,s c•fthe
""''d1schar~cal,!e pu,1ion) ofth, Con,.,l,ciot10n 1.,,11

L'ica~µroemte ""'"· w><lerthe""".
I
, balance ol ,he l'i.1,5 looe v.,ch the ,pp«>l)na,,
"""'
Pl.l':i)oantcll"
credit hurcau(s) "'~""
I
under ,he no.,-,lt,,blCn hal<ler r«un,es
rcgula, «·poftln~ Uie full Oslancc
lfth< d1schar~, LSdrn,e,I. 1h, JOOJ\!,older
I "'"""' rcgulai «porting "f,he PL'.J~ loan
I lostaholdmm,,s1
, repotr ,he full
nu:.,,.,a,,,~ b:ilatL" of
If d.,,,,.,~, " gr,ntcd, ch,lo•n holder report, · lfdmhorge is iranted, ti" loa,, bolder
I
1he PL\;~ loan wlfi>
,he n,,,,--c11schargcdport,on of the r· o,,sul Jdat,on coeOmues to tepo,\ the PLl-S lo,n """" ohe the appropriate s\'1us
lo,n ender Ooth ,l,c non-dis,bkd borrnwcf, 1101,-,t,s,,Olcdbo,,m,er's nan« ,ind ,oc,ol
'I usdet 1h, burrowo,·,
: ,,..m, ,,nd soc,ol "c11my oun,b« U1d 1h, ,ceunt)' number n,m,,.,O,oml
disabled h"r,nwcr, ""me and ,aoal '"""'Y "'""'Ynu«,on
I number
No change"
I "'''""" ,r,1,,
disc ha,~; is ~ranted"'
de.,1ed The lo,n
I''I'"'""~,1,,
he-Ide, e"nonuc,
' loan wJcr the

pu:a
I 1,.,rro><er', n,mc ,nd
snci,I "'""'Y
sum he<
)'age 10 of 11
PAG[ 21 OF 24 ED·FSA-09-D-001~iG007!0003
Attachment Page
"I or~I and Permanent l)iiabilil)· Di,~harge: Jmnt Cuns<>lillations, PLUS

Co-Borrower,,, and Disabled fndorsers
Gwd,,,"·e de,~lvped 111word11u1/1on w11h ,VC!IELP - .Vovrmber 2006
-+-t
- ~;,eory
- ---==----------===•_;;;:~.~~l;~:;;;
•nd
E:ndo
;;:--;~
r><ro
US C'o•Bor<ower, ··-----l=·
Loa,1 l,ol<lm ,ho,ld sml >le11cr to the dls>hled hor,ov.<r or disabled eadcrscr
pro,·"hne a cle., "Pl"'"'"" of Ilic procrn
1' I "'"'""""'"" 11,.,,,-,I! 1,, followed 1nord<> "'prn:c« th, Wtal aml fl<""'""'' d,sab1lcry J,ochar~< op;1li'"t1on
The l)epartrnoHc "'II s<r><l
j
,1k'1cr to tho d,s,bl"I borrower or JJSabled eadomr "'Vl<1rnn~ th, si,rnal
op;,1;, ar.<lwi:l ,l,o ,,,,J re;utar TPD comspondcnc,, ,u,t, " ,neomc d"uen,•nc,Hon we"""""'" Iliac
LJ __ _ _ ch;,l,1ilt; cl,a,,gc, ---,---------~-----
'"~""" ,nd nor,1icaMns ol
-------~
l'a~c 11 ofll
PAGE 22 OF 24 E'.D-FSA·09-0-0014/000710003
Attachment Page
'""'"""
1,.o<,so•,
PAGE 23 OF 24 ED-FSA-09-0-00141(}00710003
~ ----
SCHEDULE Continued
ITEM NO -- ~----- -
SUPPL.JES/SERVICES
I ·----------- QUANTITY UNIT UNIT PRICE l AMOUNT 5

soo kang@ed.gov

Connelly, 202.377.3298, tammy.connelly@ed gov


None
(New Line Item)

.. CHANGE REQUEST 2010 REQUIREMENTS
(ENCLOSED) ARE TO BE IMPLEMENTED BY JUNE
30, 2013••
0031 "'CHANGE REQUEST 2010"
1.00 SE 125,300.001 125,300.00 I
Accounting and Appropriation Data: I
0202A2013.B .2013 ENBOOOOO .6CA.2521A AAJ .000
0000.000000
$125,300.00
I
I
I,
I,
!
I
1------~--------------~l------~--- I
J
PAGE 24 QF 24 E0-FSA•09-0•001410007/0003
AMENDMENT OF SOL!CITATION/MODIFICATION OF CONTRACT 1

1
contract
10
coae !..f:ag1e.o! r·ag~_s_.
-~
2 AMLNrlr·AENT MODIFICAT'ON NO 3. EfTECTIVE DATE 4 SEQUIS:TION/PURCHASE REO. NO ~- PPDJECf NO (1f applicable)
0004 JUN 25, 2013 EDOFSA-13-000568
6 SSUE:D BY CODE 7 AOMINISl ERE:) 3Y jlf otnerthan item 6) CODE
Ur1'\etj St~les Oe~a~ment of Educattor
f-ed~.'alStc,denl A,diM ssio·, Supp mt Gr~up See Block G
83G 0 11stSi \'re s~rte '.,1<3
•Nash,estor, DC 20202
Ang,~ $"1,th 2·J2 377 4075 ~ngre S"lr:h@ed ;io,·
---~--~9"A-.
8 \lAMI AND ADDRESS OF CONTRACTOR (NO S'.r<oet Cuuntry. Siclleoand z1·P-·C()~je"1 AccN"E"N"D"!-,
0
iE"N°TccOcFcScOcL-Ccc.TcAcTclO"NccNc0~--
.....
HIGHER FIJUC,\TION ASSIST1\NCE t,GC:NCY, PC-:NNSYLVANIA DUNS· 007368103 (x)
1200NORTH ll'H Sl l'/EFT Cage Code 41 UK7 ----1
c" NANCI/\.L MANf1lOf:MCCNl s~H f'LOOR ~~cc~~~~cc__________ J
HARRISBUF<G Pf< '.7'J2",'-44 SIG DATED{S:::E ITEM 11}
i
---•-·10-;,:;-~~CfDIFICA TION OF CONTRi\Ci"i'OR.6ER-fT6--
X
. --- ·-·· --------------------- ---- ;oa. DATED (SEE ITEM :3)
1 COD[ 000307?4 i FAC!LlfY com, JAi\' 01, 2013

________________ _.1..1".sTHcslSc'c'.s,EM
g_~L Y APPLIES TO AMENDMENTS OF SOLICITATIONS
0 Tn(' sbove numl";ered sol,c.tat1on is ar1ended as set forth ,n ,tem 14. The hour and date specified for :ece1pt of offers D 1sex1ended. Disnot extunded.
Offers 111,·stacknowledge receipt ol th,s amendment psirx lo the hour and date specified in the solic,ta•ion or a~ amended t,y one of the following methods
(a) Sy cornplel1·ig items 8 and 15, and returning ____ copies of arl'.endmont: {O) Ry ackno-,.,ledg1ng receipt uf !his a~endmen! on each copy uf the offer subrn1tted.
or {c) By separate letter er lelcg1J1"1wh,ct, 1ncrudes a reference to the solicitation and amend,r<;nt nu111bars.FAILURE OF YOUR ACKNOWLEDGMENT TO BE
R[CEl'JFD AT 11iE PLACF: DES!G:\ATED FOR THE RECEIPT OR OFFERS PRIOR TO "'."HE HOUR AND DATE SPEClrlED MAY f'/ESJL.T IN REJECTION OF
YOL'C\ O~FER ,f by virt\•C of tnis w11cri,m1enl ym,r desire to change an offer alreedy submitted. such ct-ange rnay be made by telegram or letter, provided each
leleg,am or let:er niakes reference '.o the solecitJ:ion and tt1is arneridrnent, and is received prior to the opernno hour and dale sFec;2fic0 ._~~=======c
··, 2 /\CCOUNT1~1(.;_A_N_U"i1.l'i'l{(i~i~-IA1'ii-iNDAT,\ \1rrequ,1 P.d) 0 0 0 0 Amount· $15,000 000.00
--MQ,j1\1cation
See Schedule Modif1cat1on Obligated Amount. $15,000,000 00
Check One A THIS CdANGE O"i0Tr~ IS ISSUED PVRSUANT TO ,:specify authority;, "':"HE-C-HrcNGF:s
SE r ~ORTH "' :TE"-r:::1
-14ARE i,1t;DE""T\TH_E_
-------· co:,mAC: OC<DER NO, lN ITE~-~-,o,;
Fl THf.Anovr: !\UMBERED CONTRACti(i'RDER IS M001;;1rn TO RCF~ECT THE'-AO-'~INISTRAfl'JE CHANGES \SUcll as changes ,n paying
office appropriation date etc) SET FCRTH IN iTEM 14, PVRS"JANT TO THi: AUTHORITY Of I-AR 43.103{b)
C. HilS SUPf'LE!v'ENTAL ):GREEMC:NT IS ENTERED INTO PURSUANT TO AU1i-lORITV OF
i :::i O; H[R (Specify type of modification and aull1or.t1f

X : Fu.1d1ng Only
'------~-- -~-~~.'.:.'.1:~~':r_!X 1s not, I 1s req·J1red_~~ sigri FllS ?.9cument and r1:_turn copies to the 1ssu1'1g o.ff
C: IMPORTANT
0 0,c0e~------
1.:1 DESCRIPT .O~ OF i\MEND.\·IENT;MODlr-lCA"'."ION (Organized by 'JGr' section 1cad1ngs. ,nclucir.g sol1c1\at1or./contract sub1ec: ;;atler where tcasib:e1
T:le purpose of th·s mod;fa:a'.1011 1slO p1ov1de fundirg for servicing operations, through appr::ix.rnately July 2013. T r,e total coniract value Cs
j mc·easeC by $15,000,0:JO from $58,182,020 to $73 182,020
'All other terr.is and cond1ticns rnmai:1 ;Jt1Cha.1geo
iS,gnature of ContrJC!rtig 0:1,cer)

N~i< 7540-ill-151•8070 STA'i!J,\RD FOR:\! JIJ. (11.i''- 10-IUJ
l',n10us !',!n,un 111:usabk l'1c1crLl,cd by (iSA 1:,\R (-18 l'FR) 53 2-13
--7
- --------------~~--- ----······-----
SCHEDULE Continued
ITEM NO
-------- -- --------- -- -------
SUPPLIES/SERVICES
--------- ----------,
QlJANTIT'I UNIT ---------i---
-
UNIT PRICES
- ---- ----- --
AMOUNT$
- ---
Contracting Officer· Soo Kang, 202-377-3798,

; soo.kang@ed.gov
Primary Contracting Officer Representative. Tc1mrPy

Corinelly, 202.377.3298, tammy.connelly@ed.gov
Altecrnate Contractwg Officer Represcntat1ve(s).

Lynr1 Srni1t1,202-377-3577, lynn.srnith@ed.gov
Patrice Wash,:-ig'.or~, (202) 377-3845.
Pe:rice Washingtcr.@ed.gov
Primary -:-ecnn1cal Point of Contact: None
Alternate Technical Point ol Contact(s):

None
{New Line ltcf'l)

0032 Prov1Ce Direct Loan Services such as Call Center and 1.00' SE 15,000,000.00 15.000.000.00
Financ-al Repor':1ng, 17rough approx1rnato1y July 2013.
Accou11!ir1gand Approprra:ior1 Data.

02C2A2013.B.2013.ENB00000 6CA 2521A AB5 000
00C0.000000
$15,000,000 OJ
PAGE 2 CF 2 E:":l-FSA-0,l-D C'0"~/00D7l0C04
Contract F.JCode Page of Pages

I 2
2 /\M[NDMENl 1·.10')IFICATION r-.C 3 ErT:CCTWfC DATE 4 'lEQUISITION/l'J".CHASl: ISCQ NO 5 f'l-':OJEC r NO :,tBppl•caclo)
0005 JUL11,2013
6 ISSUE:O BY FSA-FS2 7 l'.DMIN:STFRErJ 3Y :11uber 11,~ri,tern 6) COD"
L.nie~d S1~1e, Jepa1rnent of Edacat1on
F ea~r~I S:udeni A d/\1; SSIOCSupao1 Groep See Bloc,,;6
830 F rst St ~iE Seil~ ~1FJ
\\'as·i,ny10", JC 2C2·J2
Soc Kerns 2C2 377 37\c>SSODkar1g@ed gov
8 NAM[ ANOADDRL'SS OF CONTRACTOR ,\·C, Street, Country, State and ZIP ::::ode)
- ION /1SSiS~ ANGE AGE:\CY, PEN~JSYLVANiA DUNS· 007368103
HIGH:CR E.UUC..~
7 200 NOR, H 7TH S TRl::JCl
----==~===c' ,-----------------~,
VI
9A AMENDMENT OF SOLICITATiON NO
Cage Code 41UK7

r-:Nfa.NCAL ivlANAGEMEC\ T 5TH i'!...:JOR
HARRISBURG PA 17'.021444 98 lJATl::DiSE:E:l-ll::M11J
COLlE: 00030774 I FACILITY CODE JAN01,2013
~ 11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF_~Q.l:l.(2!l_1T!_O_!:-I..§_
! LJ The a~ove numbered sol1c1tatior.Is amended as set forth In iterr, 14 The hour and dale spec1f1oaior receipt of o:'!crs D Is extended, D Is ·iot extende\!.
Offers must acknowlodge recnipt of tliis amendment prior to tlie hour and dale specified 111 \he sol1c•tat1onor as amended, by one of the followmg methods.
(a) By cor,1piet1ng,ten1s 8 and 15. a11cretL,rr11r,g ___ wpIe~ of arnendrnenl, (bl By acknowledging receipt of this arnendnent on each copy of t'le offer submittec:
or (cJ By sepc1Iate let·.er or :eIeg1arn wn1cr includes a reference to the sol1c1ta\1onand ame11dmen( n•Jmbers. FAll.URl OF YOUR ACKNQV.'Li::IJGMl::N r 10 l:llc
RFCFl\if,l AT Tl·[ FLAC[ D[SIGNAT[D FOR THE RECEIPT OR O!'rERS PFllOR IQ ·rHE: HOUR ANlJ lJi\TI:: Sr'ECIF!ED Mr,Y RESULT IN REJECTION OF
Y'OUR OFCER If by vIn~e of 11'.15 ,m1end~ent your desire to change an offer already submitted, sucn change may be rna:ie by teiegra~ or letter prcv1ded eac",
____ =~ ~~~~~=
telegrar:, or l!J:ter makes refere11ce to \.1e so Ic:IIatIun and this arnendmen'., and Is rece vec_p~!:..._1_(J_J::e_~?en,n_g__
12 ACCOU',T ·NG /\ND i,"P"WPRl.l\ r:ON DAT '1 (If requ1re:iI
hour a~d_j~:p_e~!~lf'._c1
Mod1f1cat10~ Amount $0 QC 7
Mod1f.cat1on Obl1gatec A~oJnt. SO.DC
Se1; Scl1edwle
-Ct,:;;-;k·ar,-~·-r c·HANGE- OR □-ER Is 1sSLJEC,
,o_--c;:HIS 'r"ci-(SPecify aul11orily) T17E C,-,,\NGES
PuRSUAf':-i-:- SET FORTH IN IT[M 14 AR[ MAD[ I :--JTl 1r:-
' 1 CO"-ITRACTORDE? NO IN ITFM 10A
I
0 Tl IE ABOVE NUt~BERElJ c5f:m-<AC l /ORDl::I~ IS MOlJIFIEC TO REFLECT THE ADMINISTRJ,TIVE CHANGES \such as changes In paying
olficc, appropnaIIon date. ntcI S:'.'l FORl HIN lfEM 14, PURSUANT TO THE 1\UTHORIIY OF FAR 43 103(0::.
C I·HIS SUl~PLEMEr--.";AL 1\GREEMENT IS ENTERED INTO PURSL;ANT TO AuTHORITY OF

---- --·- -- ·-·· ---···'
X Mutual Agreement Between Both Parties
LJ Ol HER (Specify type of riod1fica1 011and authority)
f--------
e"'~,IM,,,P
00""R,T,A,N_.,T_C
,,c,R,l,1,a,ccc
,,, 0,_ __:cls,c,c,t,.__,,,X_,,s'-"ce,q,c,,,,,,d'-'''ccs,,g
0,,,t,,h,ls,d,o_,,cc,,
,m,,,R,I
,a,c,d"C;eclocc'cR~~'cc~
copies to the ,ssui ng_o Vice. ___ _
14. DLCSCRI°TION OF AM::-N[jM[NT/M:JfJIFIC.l\HJN (Organized by UCC section head1ng5, ,nc!ud1ng sol1c,taI,on/contrad subJCCIrnaI1or -,h;:,re feasible;
I The :Y,irpcse oi ti1Is mod1fica:Ion Is :o change Box 13 of ModitIcatIon 0002 to Contract Number ED-FSA-09-D-0014, Task Orde" 0007, to "This
I Supplemental Agreement :C11tered mto Pursuant to the Authority of: Mutual Agreement'
All otrer :er"ls and ccnd1t1ons remain unchanged
1GA.NA:,.1r-.AND 111LE OF CON !'~ACTING OtFICER (Type or pr1nl)

Soo Kang
202-377-3798 soo kang@ed gcv
15B
--
0e"_R"'"O"R--------~---,-,-.
co--i;,iT1';i,,;_-c,or::uo=cc
-- -------------
00°,-- ---- ----
"□"A"T"C"S"t"G"N"C"O~-·---~
0,-s0,,G"N"E"0~-,6-6~U"N"IT"E-o=s-,-,-,-E-s"o"c-A=r-.1°,-1s-,c-,-,-
;·,-- /
! ·t)(G)
_/-
1 r1s1 JUL l--1 2013
(S1gr·.a:ureof person autl'or•zeO to sign:

I (S1gnafure of Contract1ng Cfficc>r,'
"\S:\ 75 IU-IJl-152-8071J SJ..\.\ I) urn I· UR~] JO. (l{e\', 10-83)
l'r~'. IL)US I.JJILllll Uflll'iabk [>rc.,cnb:;d by (i~.,\ 1',\R 1-l~ Cl F/ 5-:;_2-n
SCHEDULE Continued
F SUPPLIES,'SrnVICES
Co-itract111gOfficer Soo Karig, 202-377-3798

soo.kang@eo.gov
Primary Con:ract1ng Of1cer Representative: Tammy

QUANTITY UNIT U~IT PRIC~; AMOU~T $
Connelly, 202.377.3:!98, tamn1y.connelly@e:d.gov
Alternate Contracting Oftlcer Representative(s):

Lynn Sm:th, 202-377-3577. lynn.smi:h@ed.gov
Patr-ce Wasningtor. (202) 377-38'15,
Pamce Washlll\:J'-on@ed gov
Primary T echn1cal Po11'. of Contact: None
'I Alternate Technical Point of Contact(s):

None
PAGE 2 QC 2 ED-FSA-09-D-0 □ ·,1mo071JQOS
1 ~
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT j cco:cact '°Code c'I3 ~
~~"cl_--~,---
Page of Pages
2 /\MF.NDMC:NT MODIFIC/\T!ON NO ----~J~E 7F7F7E7C"T"tv"E~D"A"r'c----,~R"f"o=u

0,s"t"T"tO'N".'-'·rl..tRCH/\SE
R[Q NO 5 PR0jECT NO (If applicable)
0006 JUL 26, 2013 EDOFSA-13-000689

6 ISSLJ[D SY -------------,c~ 7D'D7E~-F~SA-FS2 7 ADMINISTERFD BY (lf-o"th-,-,-O",a-,-,,e-,-,,"6t
CODE'
Ur11t;,dStcl'.es Cecdrt,1ent cf Education
Fec~ral S\Jdent A1d,'f,iss1on Supaort GrOl.p S ee 61ock 6
830 Firs: St \J~ - s,,,,e g·, c3 '
\AIJsh,r1g:or DC 202C·2 i
AbdclJll~ vousJf 2:12-377-4098 Abdulazr,: Yous.Jf(il,ec go-,
!
-
8 NAME A~:J ADDRESS OF CONTRAc=-oR (NO Street Co1.mtry, State and ZIP Code) 9A AMEN □-~iE.NT OF SOLICIT A 1 ION NO
'
HIGHfR EDUCATION ASS!STANC[ AGENCY PFNNSYl VANIA DUNS 007368103
(x) '
-
1200 NORTH Tlri STREET Cage Code 41UK7 '
FINANCIAL MANAGFMENT 5TH FLOOR '
HARRISRL:RG PA 171021444 9B DATED 1SEE. ITfM 11)
'
'
__, --~ !
10A MODIFICA fi_ON ~F _C~~TR.~?TIORDER NO. I
cD-FSr-09-J-cu11:Jc1c, 1
X '
106 DATED (SEE llEM 13)
!
CO[)F 00038774 I FACILITY CODE JAN 01, 2013
D The above numbered sol1c1tat1on Is amended as set forth in item 14 The hour and date specified for receipt of offers Is extended. D
Is not extendea D
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solbtatIon or as amended, by one ot the following methods·
(a) Gy completing llems 8 and 15 and ret~rning ___ copies of amendment, \b) By acknowledg1,1greceipt of this amendment on each copy of the offer submitted.
or (c} l3y separate letter or telegram which includes a reierence to the sol1c1tat1on
and amendn1ent numbers Ffl..lLURE OF YOUR ACKNOWLEDGMENT IO l3E
RECEIVED Ar THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER I' by virtue of this amendment your desire to change an offer already submitted. sud1 change may be made by telegram or letter, provided each
or_letter makes reference to t\1esol1c1lat1onand !hts amendment, and Is received prior to '.he apenI~g J1SlU!
~fl?_cicactc7's"pc
_t~l_e_g_r~r~1
12 ACCOUNTING AND APPROPRIATION l)ATA (ll rcqu,rodJ 7c7tfic,ecds-~=~-~======
Mod1f1cat1on Amount S49 529,164 oo·
Mod1f1cat1on Obligated Amount S49 529,':64 00
See Schedule
- -
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE. MADE IN THE
CONTRACT OROFR NO IN I ru~ 10A.
B nlE-A06\I.EN"CJMEiERED CONTRACT/ORDER IS MODIFIED TO REFCECT THE ADMINIS IRATIVE CHANGES (such as changes 111
paying
office. appropriation date, etc) SL'] F·ORTH IN lfl.:M 14, PURSUANT TO THE AUTHORITY OF FAR 43 103ib)
C. THIS SUPPLCMEN JAL AGR[EME::NT IS ENTERED INTO PURSUANT TO AU rHORI TY Of
D OTHER (Specify type of mod1ficat1onarid authority)

, X f-L;nding only action
L---~-----------------------------
L§:_JMP~~T
ANT Contractor Ix Is not, I
Is required to sign this document and return copies to the issuing office.
1
14 DESCRIPTION OF AMENDMFNT1MODIFICA TION (OrganiLed by UCF section t1ead1ngs.1nciud111g
sol1c1tal1on/contrac(sub)€Ct matter where feasible/
1
The purpose of this modIfIcatIon Is to provide funding for Direct Loan Servicing and Development Ir the amount of $49,529.164 00, through
i approxImat8ly December 31, 2013
'The wtal conirac, value Is mcreased by S49.529.164 00 from $73,182 020.00 to $122,711 184 00 See ContInuatIon Page
'I i.xc~p, ds µro·,1dec l·.ere,r, all terms anc cand,1,ons or lhe docun,erH rd~1enced '" ,tern 9A ur 1CA, as t1erelofme d1ang€d rernans uncl1angecJ and 111:ull force and elfecl
1 ·1·::;A
NAME AND TITLE OF SIGNER (Type ar pr;·nt) -- -- 16A NAME /\ND TITL_[=0- CONTR/\CTiNG OFFICER (Type or pnntJ
Sao Kang
202-377-3798 soo kang@ed gov
I
15C DATE SIGNED' 1filfuNITE□-STATES OF AMERICA
JUL 3::J,2013
i ,Signature of person authortLed to sign)

(S1 naturE' of Contract,ng Off Cer)
'- <;-..;151(1-01-152-);()7() ST.\ '\D \RD FOR.\! JO. (R~,. 10-83)
l'n;, iun, I .,l1i11111
u11us.1bk l'rcscr1bccl b) (,\A F,\R i-18 (Tl{) 5_"\_2U
Continuation Page
PAG[ 2 OF 3 [D-FSA-09-D-0014/0C07/0006
"'~"
l
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM
---- OF INFORMATION ACT
SCHEDULE Continued
----------- -- ----- --- ---
ITEM NO SUPPLIES/SERVICES
Ccntract1r1g Officer. Soo Kang. 202-377-3798,

QUANTITY
- ---
UNIT
""'_''"'9
soo kang@ed gov
?nmary Contracting Officer Representat1vo Tammy

Conn0lly. 202.377.3298, :ammy.connelly@ed gov
Al<crnate Contracting Officer Representative(s)

Lynn Smith. 202-377-3577, lynn.sm1th@ed.gov
Pa;nce Washington. (202) 377-3845.
Patrice Wash1ngton:@ed.gov
Pr/nary Technical Point of Contact: None

None
(New Line Item)

0033 ,0 rovide Direct Loan Services such as Call Center and 1.00 SE 49.029, 164.00 49,029,164.00
Financial Reporting through approximately 12/31/13.

0202/\2013 B 2013.ENB00000.6CA 2521A.AB5 000
0000.000000
$49,029,164 00
(New line Item)

0034 Funding for Development and Maintenance througn 1.00 SE 500.000 00 500,000 00
approximately 12/31/13.
Accounting and Appropriation Data·

0202A2013 B 2013 ENB00000 6CA.2521A AAJ.000.
0000 000000
$500 000 00
PAGF 3 OF 3 ED·FSA-09-D-0014/0007/G006
1 Contract ID Code Paoe of Paoes

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT -
I I 1 I 4
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO (if applicable)
0007 AUG 20, 2013

United States DepJrtmen: ot Educat,on
Federal Student Aid/M,ssion Support Group See Block 6
830 First St NE . Su,:e 91 F3
Washrngton DC 20202
;
8 NAME AND ADDRESS OF CONTRACTOR {NO., Street, Country, Stale arid ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
-

ED-FSA-09-D-001
4:CD07
X
10B DATED (SEE ITEM 13}

D The above riumbered solicitatiori is amerided as set forth in item 14. The hour and dale specified for receipt of offers D is exterided, Dis r;o\ ex'.ernled
Offers must acknowledge receipt of this amendment prior to the hour and dale specified in the solicitation or as amended, by one of the following n·elh<Jcls.
(a) By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of lhe otter submitted,
or (c) By separate letter or telegram which includes a reference to the solicitaliori and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted, such char1ge may be made by telegram or letter, provided each
teleoram or letter makes reference to the solicitation and this amendment, and is received orior to the ooenino hour arid date specified.
i 12. ACCOUNTING AND APPROPRIATION DATA (If required} Modification Amount: $0.00
Modification Obligated Amount: $0.00
' See Schedule
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 1OA.
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
X office, appropriatiori date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b}.
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:
E. IMPORTANT: Contractor IX is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible)
a. The purpose of this modification is to incorporate the following Change Requests that were funded by Contract #ED-FSA-09-D-0014, Task order
0007 Line 0002: See Attachment.
Except us provided r.ere,n. oll lorms and condil1ons er lhe document referenced ,n ,tern 9A er 10,\. ~s heretofore changed, rema,ns unchanged and ,n full force and effecl.
15A. NAME AND TITLE OF SIGNER (Type or pnnl) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Soo Karig
202-377-3798 soo.kang@ed.gov I
15B. CONTRACTOR/OFFEROR I 15C. DATE SIGNED: 16B. UNITED STATES OF AMERICA I 16C. DATE SIGNED
I
I I (b)(6)
AUG 20, 2013
{Signature of person authorized to sign) (Si nat e or Contra&tin Officer)

l\SN 75-W-0 1-152-8070 ST.\ ...;U,\RD FOR\! 30. (Re\·. 10-83)
Pre\ ious Edition unusable Prescribed hy GS.-\ fAR (48 CfR) 53.2,13
Continuation Page
Continued from Block 14...
b. The total value of the Change Requests (CR) identified in the attachment decreases the total amount
funded by to Contract #ED-FSA-09-D-0014, Task order 0007 Line 0002 by $471,790 from the previous
modification value of $1,000,000 to the new total $528,210
c. $528,210 remainsavailable to fund additionalchange requests after incorporationof these change

requests.
d. All other terms and conditionsremain unchangedand in full force and effect.
PAGE 2 OF 4 ED-FSA-09-D-0014/0007/0007
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN FEDERATION
Attachment Page OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
Change Request Date0l/16/2013 The purpose ofthis Amount $4,650

#1889 change is for
NSLDS to collect,
retain and report
Income-Driven
Re avment (!DR)
Change Request Date 05/08/2013 The purpose ofthis Amount $275,660
#1891 CR is to identif)·
new borrowers
under Phase 1 ofthe
re uirements.
Chunge Request Date 04/ 16/20 l 3 The purpose of this Amount $56,720.00
#1960 CR is to identify
new borrowers
under Phase 1 of the
uirements
Change Request Date 04/04.2013 "
The purpose of this ,\mount $30,000
#1992 C'R is to
communicate the
changes made for
FY 13 Financial
Audit Support
Requirements for a
Loan Servicer
Change Request Date 05i0Gi2013 The propose of this Amount $99,540
i/1963 CR is tu update the
borrower's interest
rate, outstanding
principal balance
and outstanding
interest balance as
rovidcd b ACES.
Change Request Date 04/01/2013 The reason for Amount $5,220
#2018 CR#2018 is to
update the Common
Origination and
Disbursement
(COD) Common
Services Schema to
include PAYE.
PAGE 3 OF 4 ED-FSA-09-D-0014/0007/0007
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNTS
Contracting Officer: Sao Kang, 202-377-3798,

soo.kang@ed.gov



None
PAGE 4 OF 4 ED-FSA-09-D-0014/000710007
1 Contract ID Code Pa eofPa ~

1 11 I
2. AMENDMENT MODIFICATION NO 3 EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ NO 5. PROJECT NO. (11applicable)
0008 AUG 28, 2013 EDOFSA-13-000951

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY {If other than item 6) CODE
United States Department or Education
Fede•al S1ucen1A"d/M1ss«.mS uppo rt Group See Block 6
'
830 First St NE - Suite 91F3
WJsh1ngton DC 20202
Al>dula,iz YousJf 202-377-~096 Abculac1, Yousuf@ed gov
I
6. NAMf. AND ADDRESS OF CONTRACTOR {NO., S1reet. Country, Stale and ZIP Code) gA_AMENDMENT OF SOLICITATION NO.
(x) '
~
' 1200 NORTH 7TH STREET Cage Code: 41UK7 '

HARRISBURG PA 171021444 98 DATED (SEE ITEM 11)
I
rn-FSA-Ve-O-D014/)l}J7
X
CODE 0003077 4 I FACILITY CODE JAN 01, 2013
i 11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOUCITATION.S
D The above numbered sol,citation is amended as set forth in item 14 The hour and date specified for receipt of offers O is extended, Dis not extended.
Offers must ac~nowlr,dge receipt of \his amendment prior to the hour and date specified in the solic1tat1onor as amended, by one of the following metho'.1s:
(a) By completing items Band 15, and returning ___ copies of amendment: (b) By acknowledgmg recelp1 of (his amendment on each copy of the 01:c1%bmitted:
or (c) By separate letter or telegram which includes a reference to lhe sol,c,talion and amendment numbers. FAIi.URE OF YOUR ACKNO\Nl..EDGMEr,,T l O 6E
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJ[CTION OI'
YOUR OFFER. If by virtue of tt1is amendment your desire to change an offer already submitted. such change may be made by telegram or letter, provided each
tele ram or letter makes reference to tt1esolicitation ami th,s amendment. and is received rior to the o enin hour and date s ecified.
12.ACCOUNTING AND APPROPRIATION DATA {If required) Modification Amount: $307,050 00
Modification Obligated Amount: S307.050.00
See Schedule
,Check Oae , A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 1 QA.
I
rx-
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changos in paying
office. appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103{b).
C THIS SUPPLEMENTAL AGREEMENT IS ENTF.RED INTO PURSUANT TO AUTHORITY OF·

Mutual Agreement Between Both Parties
I
D OTHER (Specify type of mod1ficat,on and authonty)
i
E. IMPORTANT: Contractor 1s not, Ix is required to sign this document and return
I 1 copies to the issuing office. '
' 14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section t1eadings, including solici(ationlcontracl subJect matter where feasible) I
Th ep ur p ose of Modifi catoi n 0008 to Contract# E □ ·FSA-09-0·0014 Task Order 0007 is to incor p orate the re q uirements for Chan g e Re q uest 2144
(see Attachment Page). Funding in the amount of $307,050 has been added to fund the implementation of the Change Request. The total
contract value 1sincreased by S307,050 from ... See Continuation Page
remainsuact,anged and 1nfull force and e!fect.

Excop\ a, prov:ded herein, all t~rrns and cond,lions o! the coc,m,ent refer~nced in i\elll 9A or 10A, as heretofore clianged,
),.~A.NAMJ\fj~ANDTITLE_..QFSIGt,.JER(Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
·1 \f'\,.., 1/; : ·-.,; ~- S"'i,) <-.>--("';. Soo Kang
I 1 1 J,.At ! ,'(,v\._.·1;.~✓ ·,___y...~....>--_,_.'--- . 202-377-3798 soo.kang@ed.gov
\i\5-,~ -r,c-.:ry)';,ff2c'f cc';:J;rj

15B CONTRACT
Icrx'lSr'G4\
FFEROR
,rr, -
- -
'
.. ---
15C DA TE SIGNEok• e-16~Bf,cucN"ff"E"D"S"T"A"T"E'S'D",-A"M"E"R'l"C'A--
-
7S71'G"N"ED~-----,
7 ,~1"6C~D'A"T"E
-
b)(6)
(l;')r
(b)(6)
,t.'C I. ) ,I AUG 29, 2013
"I
I II
(Signature of person authorized to sign) i (Signature d Contracting 1cer)
' .
NS;\ "15 !O. 01. L- 8070 - ..
S l.\;\DARll FORM JO. (Re~. IO-83)
Prc,'ious
"'·
Edition lllH!Sahlc Prc>cribed hy GSA FAR ( 48 CFR) 53.243
Continuation Page
$122,711,184 to $123,018,234.
All other terms and conditions remain unchanged
PAGE 2 OF 11 ED-FSA·09·D-0014/000710008
Attachment Page
Service Area Validation for Submission Completed: lD: 2144

Roquestor: Erle Hardy/Cindy Battle {FSA 150% Team) Date Drafted; 7110/13 {Revised 7126113)
CR Title: Phase 2 -150% Subsidy Limit• Loss of Subsidy (Legislative) Dato Received:
BA; Lisa Walker
,_J ACES Nelnet Platform /,

0 Not-for-Profits (NFPs) □ □
[SJ Tille IV Serv,cers (TIVAS) □ □
C
[21 TP0 D ParticipatLon Management Security Architecture
[SJ DMCS/DMCS2 D EDExpress ;:J SAIG
0 0LCS 0 eCampus-Based 0 AIMS
0 COD C Ancillary Services D Other: ____ _
[2] Notification Only: Integrated Sludonl Exper,ence, CPS

On July 6, 2012, l'r~11den!Obama sie:ned mto P11b1Lc
law 112 HI, the d1m11wtio,i01·11wsubsidy on D,rect SubsiJ,zeJ Loans
when o "new borrm,er's' ~mollmcnl tIn1cex~eeds 150¾ of the r1Jbl1shedprogram length of the longest educat1ooulprogram in
wlud, the borrower has bt·enenrolled
·1hcreforc, FSA must.

ldcnllfy ·'new borrowers ' slnr1illf\J\lly I, 2013 (Phase I - CR 19(,()- lletcrm1r1c and Rc"Cordllmrn\\c'. Status for l 50%
S\lb,dy L,m,1)
Calcubtc and truk .subsidyll>'lf,OSand nwmtor lmrrm,n c~rullo,icc\t(Phase2 - C[Ul IO 150% SubsiJy Limit·
C"lc11l;1tc""'I Track Sub.,idy Li,ages;ind :S1orntorBorrower Enrolin:en\)
Calculating loss of subsidy (Plrns~2 - CR2l44 - 150% Subsidy I.inn\ - I.o,s of Subsidy)
This change requests deals with calculating the Loss of Subsidy.
Changes to support the collection of Enrollment data
1. Enrollment Reporting Changes

1.1.1.NSLDS shall update the e~istine Enrollment Reporting functionality to support the collect1on of
campus-level enrollment, program-level enrollment, borrower address, borrower email address, and
borrower phone number.
1.1.1.1. NSLDSshall update the following Enrollment Reporting interfaces ~o suppor: the collection
of campus-level enrollment, program-level enrollment, borrower address, borrower email
address and borrower phone number:
1.1.1.1.1. Enrollment Roster 8Jtch
1.1.l.l.l.l. Fixed-Width
1.1.1.1.1.2. Extensible Mark·Up LanguJge (XML)
1.1.1.1.1.3. Comma-Separated Value {CSVI
1.1.1.1.2. Enrollment Roster Spreadsheet Upload
1.1.1.1.3, Enrollment Roster Online Update
1.1,1.1.4. Enrollment Roster National Student CleJringhouse
1.1.1.1.5. Enrollment Notification GA, Lender, lender Servicer, Perkins and Federal Loan
Serv,cers
Revised. 4/26/70 12
PAGE 3 OF 11 ED-FSA-09-D-00141000710008
Attachment Page
1.1.1.1.6. Enrollment Overlay
1,1.1,2. NSLDSshall maintain the existing Enrollment Reporting functionality, at the campus•level,
used to support loan servicing (conversion to repayment, in-school deferments, etc.)
1.1.1.3. NSLDSshall create, collect, store, display and distribute new data elements at the
borrower program·level to support the calculation of the Maximum Subsidized Eligibility
Period.
1.1.1.3.1. NSLOSshall allow for schools to report program-level enrollment data for multiple
programs for each borrower.
1.1.1.3.2. NSLDSshall allow for schools to end a prior period of program•level enrollment
when reporting a more recent program enrollment.
1.1.1.3.3. NSLDSshall allow for schools to report historical updates to program-level
enrollment.
1.1.1.3.4. NSLDSshall allow for school to report point-in•:ime for historical updates to
program•level enrollment.
1.1.1.4. NSLDSshall create, collect, store, display and distribute new data el!!ments to support
collection of borrower email address.
1.1.1.5. NSLDSshall create, collect, store, display and distribute new data elements to support
collection of borrower phone number(s).
1.1.2.NSLDS shall Jllow for schools to report existing and new Enrollment Reporting dJta elements to
NSLDSno less frequently than every 60 days/two months.
1.1.2.1. NSLDSshall modify the Enrollment Reporting Schedule Create page to allow schedules no
less frequently than every two months.
1.1.2 2. NSLDSshall update any existing school roster schedule frequencies greater than two
months to be two months.
1 1 3. NSLDSshall allow for schools to report all students in attendance and capture the enrollment data
for Title IVpersons that exist on the NSlDS database while maintaining the exist;ng roster process as
an option for any school.
1,1.3.1. A Title IV person forth is purpose is one who 1sin the NSl.DSdatabase and who has applied
for Title IV aid or who has received or benefitted from Title IVaid.
1.1.4.NSLDS shall create, collect, store, display and distribute a new Enrollment Status of"¼ T,me" into
campus- and program•level Enrollment Reporting processing.
1.1.4.1. NSLDSshall collect¼ time Enrollment Status from schools and the National Student
Clearinghouse.
1.1.4.2. NSLDSshall collect¼ time Enrollment Status from Federal Loan Service rs in the Federal
Loan Servicer loan reporting interface.
1.1.4.3. NSLDSshall distribute¼ time Enrollment Status to schools and f'ederal Loan Servicers Data
Providers m the appropriate Enrollment Notification files.
1.1.4.4. NSLDSshall distribute¼ time Enrollment Status as 1/,time Enrollment Status to GAs,
Lenders, lender Servicers and Perkins Data Providers in the appropriate notification files.
1.1.5.NSLDS shall support existing and new reporting formats until all schools have converted to new
,~parting layout;,
Re·,lsed 4'?6,7012
PAGE 4 OF 11 ED·FSA-09-D-0014/D007.I0008
Attachment Page
1.1.6.NSLDSshJ!I use dJta from the COD daily origination and disbursement file to add borrowers to the
appropriate school roster for campus- and program-level Enrollment Reporting.
1.1.6.1. NSLDSshall add the borrower to the appropriate school roster after the borrower's
enrollment has begun.
1. 1.6.2. NSLDSshall indicate tha~ the Enrollr.ent dot a from the COD daily origination and
disbursement file is sourced from CODon the NSLDSProfessional Access website disploy when
the enrollment from the COD daily origination and disbursement file adds a borrower to a
school's roster.
1.1.7.NSLDSshall enhance the display of Enrollment Reporting data on NSLDSProfessional Access to

support new reporting enhancements.
1.1.8.NSLDSshall enhance the display of Enrollment Reporting data on NSLDSStudent Access

l. 1.8. l. NSLDSshall enhance the NSLDSStudent Access Website to allow borrowers to view their
Program-level enrollment details relative to calculation of their Maximum EligibilityPeriod and
Rema1n1ngElig,bility Period.
1.1.8.1.1. NSlDS shJII displJy the CIPCode with its longer descript;on based on the
appropriate version of the CIP documentation (codes and descriptions are unique to (IP
YeJr versions). For example, if a school reports that the student is enrolled in CIP Code
14.0903, we should display the code and that 11corresponds to "Computer Software
Engineering"
1.1.8.2, NSLDSshall enhance the NSLDSStudent Access Website to allow borrowers to update
their phone number and email address.
1.1.8.3. NSlDS shall enhance the NSLDSStudent Access Website to display the¾ time enrollment
status.
1.1.9. NSLDSshall distribute Campus-Level and Program-level Enrollment Reporting data to lntegrJted
Student Experiem;e (ISE).
1.2. Transfer Student Monitoring

1.2.l.NSLDS shall update the Transfer Student Monitoring {TSM)and Financial Aid History IFAH)proce,ses
to direct borrowers to the appropriate enrollment school roster.
1.2.1.1. NSLDSshall add new fields to the TSM/FAH batch file layouts to allow schools to d.rect a
borrower to the school's enrollment reporting or to another location at that school's roster.
l.2.1.2. NSLDSshall add new fields to the TSM/FAHbatch file layouts to allow NSLOSto direct a
borrower to the school's enrollment roster after the borrower's first date of attendance.
1.2.1.3. NSLOSshall add new fields to the TSM Web pages/processes to allow schools to direct a
borrower to the appropnate enrollment roster.
1.2.1.4. NSLDSshall add new fields to the TSM Web pages/processes to allow NSLDSto direct a
borrower to the school's enrollment roster after the borrower"s first date of attendance.
2. Determination of NSLOSMa~imum Subsidized Eligibility Period
2.1. NSLDSshall utiliie the Program-Level Enrollment Reporting process to determine a borrower's NSLOS
Ma~imum Eligibility Period
2.1.1.The NSLDSMa~imum Eligibility Period is determined by the following formula: Published Program
Length Years multiplied by 1.5
2.1.1.1. NSLDSsh.ill use the Published Program Length Years reported in the Program-level
Enrollment Reporting Process as the Published Program length Years.
2.1.1.2. NSLDSshall use the following formula to determine the Published Program length Years
RPv,scd 412612012
PAGE 5 OF 11 ED-FSA-09-0-0014/0007/0008
Attachment Page
when the Published Program Length Months is reported in the Program-Level Enrollment
Reporting Process:
2.1.1.2.1. ((Published Program Length Months multiplied by 30 days) divided by (Weeks
Programs Academic Year multiplied by 7 days))
2.1.1.3. NSLDSshall use the following formula to determine :he Published Program Length Years
when the Published Program Leng'.h Weeks ,s reported in the Program-Level ~nrollment
Reporting Process:
2.1.1.3.1. ((Published Proeram Length Week) divided by (Weeks Program Academic Year))
2.1.1.4. NSLDSshall use the following formula to determine the Published Program Length Years
when the Preparatory Coursework Graduate/Professional Program Indicator is affirmative.
2.1.1.4.1. Program Length Years from the last program associated with the most recently
disbursed subsidized loan.
2.1.1.4.2. If NSLDSdoesn't have the data, e,ther because it's the first subsidized loan
received, or NSLDSdoesn't have the date (e.g., for 2013-2014), then NSLDSshould set
program length to 12 months.
2.2. NSLOSshall daily monitor the borrower's most recent program-level enrollment data received from COD
and program-level data received from schools to calculate the borrower's NSLDSMaximum Eligibility
Period.
2 3, NSLDSshall monitor the enrollment data received from COD and program-level enrollment data received
from schools to account for borrowers concurrently enrolled in multiple programs.
2.3.1.lf program-level enrollment data received from COD and/or from a school indicates that the
borrower is concurrently enrolled in programs of differing lengths, NSLDSshall set the NSLDS
Maximum Subsidized Ehgibil1tyPeriod based on the longest program in which the borrower is
enrolled.
2.3.2.lf subsequent program-level enrollment data does not indicate that the borrower is concurrently
enrolled in programs of differing lengths, NSLDSshall set the NSLDSMaximum Subsidized Eligibility
Period based on the latest program-level enrollment reporting transaction where the program•level
enrollment is half-time or greater.
2.4. NSLDSshall compare the COD Maximum Eligibility Period reported from COD to the NSLDSMaximum
Eligibility Period calculated from program-level enrollment data to determine the borrower's Current
Maximum Eligibility Period.
3. Determination of Current Remaining Eligibility Period
3.1. NSLDSshall determine the Current Remaining Eligibility Period

3.1.1.The Current Remaining Eligibility Period is determined by the following formula: Current Maximum
Eligibllity Period minus Total Subsidized Usage Period (provided to NSLDSin the COD Daily
Origination Jnd Disbursement file).
3.1.1.1. NSLDSshall exclude loans made for Non-Credential Teacher Certification Program from a
borrower's Current Remaining Eligibility Period, The Non-Credential Teacher Certification
Subsidized Usage Period will be sent to NSLOSfrom COD in a separate field from the
Subsic!ized Usage Period.
3.2. NSLDSshall monitor changes to the borrower's enrollment data to determine 11a chani;e to the NSLDS
Maximum Subsidized Eligibility Period occurs.
3.2.1.NSLDS shall compare changes in the NSLDSMaximum Subsidized Eligibility Period and the COD
Maximum Eligibility Period for determination of the Current Rem.iining Eligibility Period.
Ro•,,sod 412(ll2Q12
PAGE 6 OF 11 EO-FSA-09-D-0014/000710008
Attachment Page
3.3. NSLDSshall daily monitor changes to the borrower's Total Subsidized Usage Period for determination of
the Current Remaining Eligibility Period
4. Determination of loss of Subsidy
4.1. ~JSLDSshall determine that Loss of Subsidy will occur on the borrower's subsidized loans when the
bo'rower's Current Remaining Eligibility Period is zero or less.
4.2. NSLDSshall determine that the following criteria have been met in the borrower's program-level
enrollment data that indicates that the borrower is eligible for Loss of Subsidy.
4.2.1.Borrower's Total Subsidized Usage Period is greater '.han or equJI to the borrower's Current
Maximum Eligibility Period.
4.2.2. Borrower h.is program-level enrollment effective on the day after the Loan Period End Date of the
borrower's most recent Direct Subsidized loan's loan period.
4.2.2.1. Non-Credential Teacher Certification Program Indicator for the borrower's enrollment is
not affirmJtive.
4.2.2.2. Preparatory Coursework Graduate/Professional Program Indicator for the borrower ,snot
affirmative.
4.2.2.3. Program Credential Level for the borrower's enrollment is 01, 02, 03 or 99.
4.2.2.3.1. If Program Credential level for the borrower's enrollment is 99 then the
Preparatory Coursework Undergraduate Program Indicator for the borrower must be
affirmative
4.2.2.4. Program Enrollment Status for the borrower's enrollment is half-time or greater.
4.3. NSLDSshall exclude any loar1s that currently have interest subsidy from losing interest subsidy JS of the
Program Enrollment Status Effective Date for the Program Enrollment Status th.it indicates that the
borrower has graduated.
4.3.1.NSLDS shall determine that loss of subsidy will never occur on any loans that meet the following
conditions:
4.3.1.1. Loan Period Begin Date and Loan Period End Date is on or before the Program
Enrollment Status Effective Date of the Program Enrollment Status that indicates that the
4.3.1.2. Amount of Outstanding Principal Balance or Amount of Outstanding Interest Balance is
equal to zero w,th a Date of Outstanding Balance effective on or before the Program
Enrollment Status Effective Date of the Program Enrollment Status that indicates that the
s. Notification of Loss of Subsidy and Reinstatement of Subsidy

5.1. NSLDSshall nQtify Federal loan Servicers, DMCSand/orTPD when a loan has lost subsidy or when SlJbsidy
has been reinstated on a loan that previously loss subsidy.
5.1.1.NSLDS shall create a daily batch interface to no~ify Federal Loan Servicers, DMCS and/or TPDwhen a
borrower's loan h.is loss subsidy or when subsidy has been reinstated on a loan that previously lo;t
subsidy.
5.1.2.NSLDS shall include borrower•level usage, loan-level usage and applicable enrollment date with Loss
of Subsidy or reinstatement of subsidy notification needed to counsel borrowers.
5.1.3.NSLDS shall use a fully reconcilable process for the notif1cat1on of loss of subsidy or reinstatement of
subsidy that includes act,ve confirmation by the Servicer that the loss of subsidy has been applied.
5.1.4.NSLDSshall create a daily process to identify and close all errors and misdirected loss of subsidy or
reinstatement of subsidy notific;aions.
Rev;sc<J 412612012
PAGE 7 OF 11 ED-FSA-09-0-0014/0Q07/000B
Attachment Page
5.2. NSLDSshall notify CPS when a borrower has loss subsidy or when subsidy has been reinstated.
5.2.1.NSLDS shall update Prescreening for Award Year 201S-2016 with current subsidy condition when the
subsidy condi:ion is confirmed by the servicer.
5.2.2.NSLDS shall update Postscreening for Award Year 2015-2016 with current subsidy condition when
the wbsidy condition is confirmed by the servicer.
5.3, NSLDSshall update TSM/FAH with current subsidy condition when the subsidy condition ,s confirmed by
the servicer.
5.4.NSLDS shall update the loan history and loan de:ail pa~es on the NSLDSFAPwebsite with current subsidy
cond1t1on when the subsidy condit,on is confirmed by :he servicer.
5.5. NSlOS shall indicate borrowers with loans that have lost subsidy with a Warning Icon on the Aid Tab on
NSLOSFAP.
5.6. NSLDSshall upd.ite the loan d1splJy on the Student Access website with current subsidy condition when
the current subsidy condition is confirmed by the servicer.
5.7. NSLOSsh.ill distribute the current subsidy condition in the CICS/XMLcall interlace when the current
subsidy condition is confirmed by the servicer.
5.8. NSLDSshall distribute loss of subsidy data in the School Portfolio interface wi:h current subsidy condition
when the subsidy condition is confirmed by the servicer.
5.9. NSLDSshall distribute loss of subsidy data in the Integrated Student Experience interface with current
subsidy condition when the subsidy condition is confirmed by the servicer.
5.10. NSLDSshall update the Federal Loan Servicer Record Layouts to allow servicers to report loss of
subsidy and reinstatement of subsidy information at the loan-level.
6. Additional NSLDSDispl.iys and Outputs

6.1. NSLDSshall create a summary and detailed view of a borrower's MaKimum Eligibility Period, Toi.ii
Subsidized Usage Period, loan-level Subsidized Usage Period and Remaining Eligibility Period combined
with Program-Level Enrollment Reporting on the NSL.OSFAP Website.
6.2. NSLDSshall create a summary and detailed view of a borrower's Maximum Subsidiwd Eligibility Period,
Subs1dized Us.ige Period, and Remaining Eligibility Period combined with Progr.im-Level Enrollment
Reporting on the NSLDSStudent Access Website.
6.3. NSLDSshall send summary and detailed d.ita for a borrower's Maximum Subsid1led Eligibility Periods,
Subsidized Usage Periods, and Remainini: Eligibility Periods to ISE.
E,.4.NSLDSshall update the School Portfolio Report to add Loss of Subsidy 1nformat1on.
6.5. NSLDSshall create a new report that details all 150% details for schools that report program-level
enrollment for a borrower.
6.6. NSLDSshall create a Loss of Subsidy Report for federal loan servicers that details all open loans that have
loss subsidy.
7. Requirements for Federal Lo.in Servicers, DMCS, and TPD
7.1. ¼ Time Enrollment

7.1.1.Federal Lo.in Service rs .ind TPD shall report¼ time enrollment as an Enrollment Status ,n the loan
reporting interface for Federal Loan ServLCers
7 .1.2. Federal Loan Serv1cers and TPD shall receive .ind process % time enrollment in the Enrollment
Notif.cation File.
7.2. Loss of Subsidy

7.2.1,NSLOS shall notify Federal Loan Servicers, DMCS, and/er TPO when a loan has lost subsidy or when
subsidy has been reins:ated on a loan that previously lost subsidy.
7.2.1.1. NSLDSshall create a daily batch interlace to notify Federal Loan Service rs, DMCS and/or
TPD when a borrower's loan has loss s11bsidyor when subsidy has been reinstated on a loan
R~,ised· 4176'20 12
PAGE 8 OF 11 ED-FSA-09-0-00141000710008
Attachment Page
that previously lost subsidy.

7.2, 1.2. NSLOSshall use a fully reconcilable process tor notification of loss of subsidy or
reinstatement of subsidy that includes active confirmation by the Servicer that the loss of
subs,dy has been applied.
7.2.2.Federal Loan Service rs, DMCSand TPO shall receive, process, and respond to Loss of Subsidy and
Reinstatement of Subsidy notifications,
7.2. 2.1. Federal Loan Servicers, OMCS. and TPD shall receive and process the loss of subsidy
indicator from NSLDS(exact data fields to be provided by FSA)
7.2.2.1.1. NSLDSshall inform servicers of the change in subsidy status and effective date,
7.2.2.1.2. The TPD Servicer shall still apply special interest rules for borrowers in a post-
discharge monitoring period (not have int~rest accrue during the period).
7.2.3.The Federal Loan Servicers shall have the ability to apply and remove loss of subsidy based on an
effective date from NSLDSvia the loan type.
7 .2.4.The Federal Loan Servicers shall not treat loss the loss of interest subsidy {in itself) as a capitalization
event.
7.2.5.The Federal Loan Servicers shall have the ability to apply and remove the loss of subsidy indicator at
the loan level.
7 .2.6.The Federal Loan Servicers shall establish a process to reverse the loss of subsidy retroactively (not
all loans will lose subsidy at all or at the s.ime time).
7.2. 7.The Federal Loan Serv1cers shall communicate loss of interest subsidy to the borrower at the loan
level.
7 .2.8.The Federal Loan Servicers shall process a Oirec~ Subsidized Loan that has loss subsidy interest as a
Direct Unsubsidized loan for the purposes of interest subsidy and capitalization.
7.2.8.1. Such loan shall retain their direct subsidized loan identity.
7.2.8.2. The affected loan shall retam the subsidized interest rate.
Additional Information (ALLOPERATIONALIMPACTSMUST BE ASSESSED):

1. An additional change request shall be sent later regarding consolidated loans subject to the 150% Subsidy
Limit Legislation.
a. Federal Loan Servicers shall have the ability to apply and remove the loss of subsidy for portions of
a Direct Subsidized Consolidation Loan.
b. Federal Loan Servicers, DMCS,and TPD shall report 09 loan type for Direct Consolidation
Subsidized (SULAeligible) loans.
2. Changes to the EA27 shall be sent in a separate change request.
Does this change require a new network connection (Secure File Transfer Protocol is mandatory for all new
connections)?
(2] No D Yes
1STAntlclpatloniPost-lmplementatlon Validation:
D No (2] Yes: anticipated dates: February 2014
Validation Re uired for Fedora\ Services :

:::qulremont Requirement Validation Artifact(s) Due Dato
PAGE 9 OF 11 ED-FSA-09-D-0014/000710008
Attachment Page
7.2.2 Federal Loan Servicers, DMCSand Response to NSLDSshowing I 02128.'2014

TPD shall receive, process, and receipt of loss of Subsidy and/or
respond to Loss of Subsidy and reinstatement of Subsidy I
Reinstatement of Subsidy notificJtion from NSLDS.
notifications I I
7.2.7 The federal Loan Servicers shall Copies of Correspondence to 021w2014 I
communicate loss of interest subsidy borrowers.
to the borrower at the loan level.
I
-Section 7 Various Screen shots for up to 10 scenarios 02/21!/2014
I (lo be pcrncibed be F5'} cegacdicg
loss of subsidy and retroactive
action a,sociated with this change
request.
Allother terms and cond1lions remain unchanged.
Revtsej 4120/2012
PAGE 10OF 11 ED-FSA-09-D-0014/000710008
SCHEDULE Continued
ITEM NO. SUPnlES/SERVICES QUANTITY UNIT UNIT PRICE $ 1. AMOUNT 5

soo.kang@ed.gov


Tammy Connelly, 202.377.3298,
tam my .connelly@ed _gov
Lynn Smith, 202-377-3577, lynn.smilh@ed.gov
Patrice.Washing\on@ed.gov
Alternate Technical Pain\ or Contact(s}:

None
(New Line Item)

Budget Line Item Title: TIVAS NFP Development -
Mandatory {PHEAA)
0035 Funding source is the Legislative Changes 150% Loan 1.00 SE 307,050.00 307,050.00
Limit. Change Request 2144.

0202A2013 .B .2013. E NB00000. 6CA.2521 A.AAJ. 000.
0000.000000
$307,050.00
!
PAGE 11 OF 11 EO-FSA-09·0·0014/000710008
I Paoe of Paces
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' coctrnct1 □ c,ct,
I
' 2. AMENDMENT MODIFICATION NO. 13EFFECTIVE DATE 4. REQUISITION/PURCHASE
' REQ. NO. 15-PROJECT NO ' !
(if applicable)
6
0009 , SEP 05, 2013 EDOFSA-13-001016

'
Urnted Slates Department of Edac.ition
Feder~I StuMnt ,\,d/M,ssicn Support Gmup See Block 6 !
830 F,rsl St NE· Su.le 91F3
Weshinglon DC 20202 '
Abdulaziz Yousuf 202-377-4098 Abdula,:iz Yousur@ed gov
'
I
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. Slate and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(X)
~
FINANCIAL MANAGEMENT5TH FLOOR I
HARRISBURG PA 171021444 98. DA TED (SEE ITEM 11) '
10A. MODIFICATION OF CONTRACT/ORDER NO. I

ED-FSA-09-D-001
H1007
X
10B. DATED {SEE ITEM 13)
CODE 0003077 4 I FACILITY CODE JAN01, 2013

D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D ,s extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date spec1f,ed In the solicitation or as amended. by one of the following methods:
(a) By completing 1lerns 8 and 15, and retu'.nIng ___ copies of amendment. (b) By acknowledging receipt of this amendment on each copy of (he offer submilled;
or (c) By separate letter or telegram which includes a reference to the sol1c1tat10nand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FDR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by virtue of this amendment your desire to change an otter already submitted, such change may be made by telegram or letter, provi,:'ed each
tele ram or letter makes reference to !he solicitalion and this amendment, and is received rior to (he o enin hour and date s ec1fied.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amm,r,t. S5,430.GO'
See Schedule Modification Obligated Amou1t SS 430 :JO
'
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/OR[!ERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority] THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
\
office, appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
'
''
E IMPORTANT Contractor I is not, l"Xis required to sign this document and return
. copies to the IssuIng office. I
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicitation/contract subject matter where fe<1sible) I
The purpose of Modification 0009 to Contract# ED-FSA-09"0"0014 Task Order 0007 is to incorporate the requirements for Change Request 2172
(see Attachment Page). Funding in the amount of $5,430 has been added to fund the implementation of the Change Request. The total contract
value is increased by $5,430 from See Contrnuation Page
I
.
, Except as provided Mre,n. all \orms and cond,~ons ol t~e document re!crenced ,n •lem ~A or lOA, a< hereto.om clianoeO, remains unchan~ed a1HJ,r>[ull force and offecl.
16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
•Soo Kang
202-377-37913 soo.kang@ed.gov
'f
I b~(6~0N>RACTSf'OffEROR I ,. UNITED STATES-OF AMERICA
b)(6)
16C. DATE SIGNED
SEP 10, 2013
"
(Signature of person authorized to s,gn} 1 nature on rac mg ice
l\SN i540-0l-152-8070 \... S ,\;,;[).-\RD FORM JO. (Re\'. t0-83)

Previous Edition unusabk rcscribed by GSA fAR (48 CFR) 53.243
Continuation Page
$123,018,234 to $123,023,664.
PAGE 2 OF 6 EO·FSA·09-0-0014/000710009
Attachment Page
Service Area Validation for Submission Completed:

Requestor: Sue O'Flaherty
CR Title: Student Loan Interest Rate Change - Effective July 1, 2013 ID: 2172
BA: Jose Gonzalez Dato Drafted: 07115/2013
Date Recelved: 815113
EMERGENCY CR Anticipated Implementation Date; As
determined b each servicer,
LJ ACES Nelnet Platforrr. [2]

l8JNo\.for-Pro/1•.s(NFPs) 0 0
CZ] Title l'J Setv cers (TlVAS) 0 0
Q TPD O Part1c1pat1onManagement O Security Arch1'.eclure
0 DMCSIOMCS2 0 EDExpress O SAIG
[8l OLCS O eCamous-Based O AIMS
('8:lCOO D Ancillary Services O Other: _____ _
[8l Notification Only:• CPS, EDExpress, Customer Experience, TPD, and
DMCS
Reason for Chango (Business Need):

Congress passed a bill ct1anging the interest rate far.
Direct Subsidized Loans first disbursed on or after July 1, 2013 but before July 1. 2014 to 3.86%
Direct Unsubsidized Loan made lo undergraduate students and first disbursed on or al\er July 1, 2013 but
before July 1. 2014 to 3.86%.
Direct Unsubsidized Loans made to graduate/professional students and first disbursed on or after July 1, 2013
but before July 1, 2014 to 5.41%.
Direct PLUS Loans first disbursed on or after July 1, 2013 but before July 1, 2014 to 6.41%.
D1recl Loans consolidated on or after July 1, 2013 will no longer have weighted average interest rate cap ol
8 25%
The interest rate for loans on or after July 1, 2013 but before July 1. 2014 shall be fixed for the life of the loan.
The bill specifics that variable fixed rates to be established yearly. A separate change request will be submitted to
address this change.
1 The interest rate for Direct Subs1d1z.edLoans first disbursed on or after July 1, 2013 but before July 1, 2014
shall be 3.86%.
2 The mterost rate for Direct Unsubsidized Loan made to undergraduate sluden1s and firs\ disbursed on or aller
July 1, 2013 but before July 1, 2014 shall be 3.86%
on
3. l he interest rate for Direct Unsubsidiled Loans made to graduate/professional students and first disbursed
or after July 1, 2013 but before July 1, 2014 shall be 5.41%.
be
4. The interest rate for Direct PLUS Loans first disbursed on or after July 1. 2013 but before July 1, 2014 shall
641%.
5. Direct Loans consolidated on or alter July 1, 2013 shall no longer have weighted average interest rate cap of
8,25%.
COD:
6. Shall update the TEACH-ATS.gov, StudentLoans.gov {includ,ng counseling and calculators), COO web, and
all applicable systems/web sites and documentation to refiect the new interest ra\cs.
NSLDS:
7. Shall update TEACH exit counseling web pages lo refiect the new interest rates applicable for Grants that
convert to Undergraduate-level and Graduate-level Direct Unsubsidized Loans.
l':1gc 1 ofJ
PAGE 3 OF 6 EO-FSA-OS'-0·0014/0007/0009
Attachment Page
DLCS:
8. Shall remove the 8.25% weighted average interest rate cap from the calculal1on for determining the interest
rate for Direct Consolidation loans consolidated on or after July 1, 2013.
9. The interest rate on Direct Consolidation loans consolidated on or after July 1. 2013 but before the systems
are updated shall be recalculated without the 8.25% interest rate cap,
a. Shall develop and implement, in coordInat,on with the servicers and FSA. a schedule for the clean-up
process to address Direct Consolidation Loans with adjusted interest rates.
b. Shall provide servicers with adjusted weighted average interest rates for Direct Consolidated loans
where applicable.
10 Shall update all applicable systems/web sites and correspondence lo reflect interest rate changes.
Sorvicers (NFPs, TIVAS):
11. Shall recalculate and reapply interest based upon the new rates to loans and TEACH Grants (PHEAA only)
first disbursed on or after July 1, 2013 but before the systems are updated.
a. Shall develop and implement, in coordina1ion with FSA, a schedule for clean-up process to address
records submitted with revised Inleresl rates.
12 Shall develop and implement, in coordination with the OLCS and FSA, a schedule for a clean-up process lo
address Direct Consolidation Loans (Sallie Mae. PHEAA, & Nelnet) consolidated on or after July 1, 2013 but
before the systems are updated.
a. Shall update the weighted average interest rate for Direct Consolidated Loans to reflect lhe revised
rates received from DLCS.
b. Shall recalculate and reapply interest to the Direct Consoiidalion Loans based on the revised interest
rate.
13. Shall communicate interest rate fix/adjustments to all affected borrowers/students once interest has been
recalculated.
14. Shall update all web si\es as applicable.
15. Shall update all correspondence as applicable.
Additlona\ lnform.tion:
This CR is being provided to COD, Consolidation. NSLDS, DLCS and all ED Servicers (including NFPs and
TIVAS) for an impact analysis. CPS, EOcxpress. TPO, OMCS. Customer Experience are no\ificat,on only
Loans needing interest rate adjustment as of 08/0112013 (subject to change as we continue to research):
Program Count of Total Awards
DLS 310,300
DLU 471,675
Grad PLUS 31.499
Parent PLUS 155,542
Total all awards 969,016
Count of Distinct
Borrowers
Total for all DL 535,833
Distinct DLSIDLU 513,076
Distinct PLUS 45,698
borrowers
Validation (Required for Scn·ices)·

Rcquircn,cnt Requirement ValidatiOn Artifact(s) Due Date
rn .
l-5 Commitment Statemcn! ,.\tATO
Page 2 of3
PAGE 4 OF 6 ED-FSA-09-0-001 4/000710009
Attachment Page
l 1- 12 Schedule for cleun-up process

13 Copies or communication !hat
, ,upporl iutercst rate lhmtljmtmc11t.
Page 3 of3
PAGE 5 OF 6 EO-FSA-09-D-0014.I0007/0009
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT I UNIT PRICE $ AMOUNT $

soo.kang@ed.gov

Connelly. 202.377.3298, tammy.connelly@ed.gov

Lynn Smith, 202-377-3577, lynn.smi!h@ed.gov
Palrice.Washington@ed.gov
Alternate Technical Point of Contact{s):

None
(New Line Item)

Budget line Item Title: TIVAS NFP Development -
Mandatory (PHEM)
0036 Description - Development and Maintenance #Student 1.00 SE 5.430.00 5,430.00
Loan Interest Rate Change# is the funding source.
CR2172.

0202A2013 .B.2013. ENBOOOOO .6CA.2521 A.MJ. 000.
0000.000000
$5,430.00
PAGE 6 OF 6 EO-FSA-09-0-00141000710009

11 Contract ID Code I Pane of P-a-~
I 1 I 2
2. AMENDMENT MODIFICATION NO 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REO. NO. PROJECT NO. {if applicable)
0010 OCT 29, 2013 EDOFSA-14-000011 I '

'
I 6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
United States Department of Education
Federal Student A,dlM,ss,on Support Group See Block 6
830 ForstSt NE· Suite 91F3
Washington DC 20202
Amber Jones 202-377-3873 Ambcr.Jones@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
~


ED-FSA-09-D-0014i:J007
X
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D
is extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one or the following methods:
(a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or letter, provided each
telenram or letter makes reference to the solicitation and this amendment. and is received nrior to the oneninn hour and date snecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $25,000.00
Modification Obligated Amount: $25,000.00
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14. I
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 10A.
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b}.
D. OTHER (Specify type of modification and authority}

X Funding Only
IE IMPORTANT: Contractor fX is not, I is required to sign this document and return copies lo the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including sol1c1tahonlcontractsubJect matter where feasible)
i The purpose of this modification is to provide additional funding for the Special Direct Consolidation Loan Program, through approximately
December 31, 2013. The total contract value is increased by $25,000.00 from $123,023,664.00 to $123,048,664.00.
Except ~s provided herein, all terms and cor.d1l1onsor the documonl rcfcrcncod m 11cmgA or 10A, as haretoforo changed, remains unchanged and ,n full force Dnd offocl
15A NAME AND TITLE OF SIGNER (Type or pnnt) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Angie Smith
202-377-4016 angie smith@ed.gov
I 15B CONTRACTOR/OFFEROR I 15C DATE SIGNED 16B UNITED STATES OF AMERICA 16C DATE SIGNED
b)(6)
OCT 29, 2013
(Signature of person authorized lo sign) -

'
nauern on rac in Icer i
. .
NSN 7).J0-0 l-1 )2-8070 '" SL\:\DARD F'OR\130. (Re,. 10-83)
Pre, ious Edition unusable Prcsnibcd hy GSA f'AR (.J8 LTR) 53.2.JJ
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNT $
Contracting Officer: Angie Smith. 202-377-4016,

angie.smilh@ed.gov


Lynn Smith, 202-377-3577, lynn.srnith@ed.gov
Patrice.Washinglon@ed.gov

None
(New Line Item)

0037 FY14 funding for PHEAA SDCL through approximately 1.00 SE 25,000.00 25,000.00
12131/2013.

4253XNOYR.B.2014. ENB00000 .A 16 .2521 A. C26 .000.
0000.000000
$25,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0007/0010
:\IEl\.1ORAJ\DL:\I FOR RECORD
TO: rJLE
FROM: AMBER JONES. CONTRACT SPECIALIST
SLBJECT: MISSING MODfflC ATION 0011 TO CONTRACT NUMBER ED-FSA-09-D-00 14. TASK
ORDFR 0007
The purpose of this Memorandum to the File is to document the jump from Modification
0010 to Modification 0012 in the Contract Folder. The missing Modification 0011 was
erroneously created in the contract writing system and was never sent to the servicer. This
Modification was deleted from the contract writing system, and therefore, there is no SF-30 for
this modification for the contract file.
1 Contract ID Code [J".9g1~_g_f

P9_g~
1 4
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO (if applicable)
0012 DEC 04, 2013

Federal Student A1d/M1ss1onSupport Group See Block 6
830 first St NE - Suite 91F3
'
Washington DC 20202
8 NAME AND ADDRESS OF CONTRACTOR {NO .. Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
~
HARRISBURG PA 171021444 98. DATED (SEE ITEM 11)

ED-FSA-09-D-0011,:0087
X
108, DATED (SEE ITEM 13)

D The above numbered solic1ta1ion is amended as set forth in item 14. The hour and dale specified for receipt of offers D
is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior lo the hour and date specified in the sol1citat1onor as amended, by one of the following methods·
or (c) By separate letter or telegram which includes a reference 10 u,e sol1cilalion and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of \his amendment your desire to change an offer already submitted, such change may be made by telegram or letter. provided each
teleqram or le11ermakes reference to the solicitation and ll1is amendment. and Is received onor lo the ooeninq hour and date soec1fied
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: S0.00
Modification Obligated Amount $0.00
See Schedule
Check One A. THIS CHAN-GE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES {such as changes In paying
X office, appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b).
E. IMPORTANT Contractor fX is not, l Is required to sign this document and return copies to the issuing office
a. The purpose of this mod1f1cat1on is to incorporate the following Change Request requirement that was funded by Contract #ED-FSA-09-D-0014,
Task Order 0007, Line Item 0002 .
.See Continuation Page
~IIlcrms ~nd con0I:Ions of the document rcfcrnncco In ,tem 9A 01 10A as here:orore cnanged. rema,ns unchanged and ,n full force and effect
Excepl ~, pro,Ided herein
15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Angie Smith
202-377-4016 angie.srnith@ed.gov
I
15B CONTRACTORIOFFEROR 15C DATE SIGNED I 16B----------
UNITED STATES
... ------
OF AMERICA
----- ------ 16C DATE SIGNED
b)(6)
DEC 04, 2013
(Signature of person authorized to sign) (Sionature of Contract1n[l Officer)

NSN 75-\0-01-152-8070 SI :\:-;ll.-\lW l·OR:'11 JO. (Re\·. 10-83)
l'rn io11~Editioll l!IHl~ahk Prcscrilml hy GSA FAR {·\8 CFR) 53.2-\3
Continuation Page
b. The total value of the Change Requests (CR) identified in the attachment decreases the total amount
of funding under contract #ED-FSA-09-D-0014, Task Order 0007, Line Item 0002 by $17,100.00. This
reduces the total from $123,048,664.00 to the new total $123,031,564.00.
c. $123,031,564.00 remains available for fund additional Change Requests after the incorporation of the
attached Change Requests.
d. All other terms and conditions remain unchanged and in full force and effect.

PAGE AMERICAN
4 ED-FSA-09-0-001410007/0012
Attachment Page
change is to change the

Delinquency Date and
End of Month reporting
to NLSLOS.
PAGE 3 OF 4 EO-FSA-09-D-001410007/0012
SCHEDULE Continued
ITEM NO. ·-1- SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $
------
Contracting Officer: Angie Srrnth. 202-377-4016,

angie.smith@ed.gov



None

PAGE AMERICAN
4 EO-FSA·09-D-0014/000710012
1. Contract ID Code Page ofT---

Pages
1 I 3
- -
2 AMENDMENT MODIFICATION 1\0 13EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ NO 5 PROJECT NO (1! applicable)
I
0013 DEC 17, 2013
-------- I
6 ISSUED BY CODE FSA-FS2 7. AOMINISTFRFD BY (I' other than 1'.em6) CODE
t;n,ted S:ates clepa~_rnent of Educa:,cn
FeC:pral S·uc!en: A1c/M1ss1onSup~or: Group See Block 6
830 F,rst S: NE - Suite 91 F3
'Nash1ng'.on CC 20202
Katharine H,11202-277-4215 biharine t1,ll@cd.9ov
--
8. NAME ANO ADDRESS OF CONTRACTOR (Nci. Street, Country, State and ZIP Code)
----------
I 9A. AMENDMENT OF SOLICITATION NO
(x) I
HIGllER EDUCATION ASSISTANCE: f,GENCY, PENNSYLVANIA DUNS: 007368103 -
"2GO NORT'-17TH STREET Cage Code: 41UK7 '
FINANCIAL MAI\AGEMENT 5TH FLOOR -- '
HARR!SBURG PA 171021<'.44 96 DATED (SEE ITE'M 11)
I
10A. MObiFli::ATION OF CONTRACT/ORDER NO

EC-FSA-C9-C·-0014,0C07
X - -- -----
106 DA1 ED (SEE ITEM 13)
-
_______________ !!E_M_O_f-!1,-Y
1c1c·cTcH~IS ~f_LIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solic1tat1on 1samended as set forth 1n1te1T.14_The hour and dale specified for receipt of offers D is extended. Dis not extended.
Offers r,ust ac~nowledge receipt of lhi~ amer.dment prior to the hour and dale specified in the solicitation or as amended, by one of the following methods
(a) By ~ompleti~g items 8 and 15. and 1·eturrnng___ copies of amendment, (b) By acknowledging receipt of this amendment on eacr copy cf the offer submitted,
or (c) By separate le:ter or telegram which includes a referor.ce to the solicitation and amendrTent numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BF
YOUR OFFER. If by virtue of this anerdment your desire to change an offer already submitted. such change may be rrade by telegram or letter, provided eac~
__telegram or letter makes reference t:, the sol1c1tat1onand this amendment and is received prior to the opening hour and d_i!~eccc;fic,ecd~==
1?. ACCOUNTING AND APPROPRIATIO\J DATA (If required) Modification Am0l.Jrit: $0.00
See Schedule
Modification Obli£ated Amount: $0.00
- Ch;,k occ I A THiS CHANGEOf:DER IS ISSUED PURSUANT TO ;spec,fy '"thoc;ty) THE CHANGES SET FORTH IN ITEM 1' ARE MADE IN THE
-- · · CONTRACT ORDER NO. !N ITEM 10A
3 THE'ABOvE·f',JLTvlBERED CONTRACT/ORDER IS MODIFIED TO-REFLECT-THE ADMINISTRATIVE CHANGES (such as change5in-p-,-,,-,-g-

office, appropriat'on date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b/.
C I HIS SUPPLEME.\JTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:
! D O I I lER (Specify type of mod1f1ca!ion and authority)

X ! FAR 52.212-4 Contract Terms and Conditions - Commercial Items (Mar 2009)- TAILORED
'
E. :MPORT ANT: Contractor_l'.3 :s not, I is required to sign this document and return copies to t~e issuing office.
~~~-~-~~~---,
14. DfSCRIPTION or AMENDMENT/ll110DIFiCA TION (Organized by UCF section headings. including solicitation/cortract subject matter wr.ere feasible)
I SEE PAGE 2 OF 3 FOR DESCRIPTION OF MODIFICATION
.. See Cont::-:ua\ion Page
Except as pravICed hereIr, a',',terms dlld cur,J,t1<ws Df IC.eCocumenl referenced ,n ,tern 9A or 1UA, as t-erelofore ch~nqec, remains cnchacged and In 'ull •orce and e.c e=P_________ _
00
1SA NAME AND TITLE OF SIGNER ( ·ype or print) , 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
IAog;e Smith
202•377•4016 ang1e.sm1th@ed gov
'.58 CONTRACTORlQj=FERCJ 0R--------~c15"Cc. DATE-SIGNED 16B UNITED STATES OF AMERICA 16C. DATE SIGNED
DEC 17, 2013
(S1p,;;iture cf ::ierson authorized to sign)

(Signature of Contract1n. Officer)
;\S'.\ 75-+ll-lll-1~2-Sn71l S"J..\:\D.\RD FOR\130. (Re\. 10-83)
Pre, i,,L:, l"<lllll)llu:rn,,1blc l'r~scribc'<lh; (iSA I .'\R 1-+8Cl·RJ 53.2-L<
Continuation Page
The purpose of this Modification 0013 to Contract Number ED-FSA-09-D-0014, Task Order 0007 is to
change the period of performance end date from June 16, 2014 to December 17, 2013. The new period of
performance will be from January 1, 2013 through December 17, 2013.
OBTAINED BY STUDENT BORROWER PROTECTION CENTER

PAGE? AND
OF 3AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
ED-FSc'i-09-D-00111./0007/0013
--r
SCHEDULE Continued
ITl:M NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE s I AMOUNT $

angie.smiih@ed gov

Altemate Contracting Officer Representative(s):

Pat:1ce.Washington@ed.gov
Primary Technical Point of Contact" None

None

PAGE 3AND
ED-FSA-09-D-00141000710013
1
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 ConlrncllDCode rg1c oJtg~_s_
2 AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REO. NO. 15-PROJECT NO (if applicable)
' 0014 MAY 07, 2014
6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than l(Cm 6) CODE
U11itedStatesDepMrnent d !education
FederalS:udentA1d1M,ssIon Suaport Group See Block 6
830 First St NE· su,te 91F3
WashingtonDC 20202
Amber Jones202-377-3873 f,mber Jones@edgoo I
9A. AMENDMENT OF SOLICITATION NO.
'
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code)
(x)
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS. 007368103 - I
'
10A. MODIFICATION OF CONTRACT/ORDER NO
ED·FS.\.oe-
D-00\ 4,'0GD
7
X
' CODE 0003077 4 I FACILITY CODE JAN 01, 2013 i

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS '
D Tlie above numbered sol1ci!alion is amended as set forth in item 14. The !1our and date specified for receipt of offers D is extended, Disnot extended. I
Offers must acknowledge receipt of \his amendment pnor lo the hour and date specified in the sol,c1ta\Lonor as amended, by one ol the fallowing methods:
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowlodging receipt of (his amendment on each copy of the oHer submil\od; '
or (c) By separate letter or telegram which inciudes a reference to the sol1c1tationand ame11dmentnumbers. FAILURE OF YOUR ACKNOV\/l...EDGMENTTO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF I
YOUR OFF'ER If by virtue of this amendme~t your desire 1? change an offer already submitted, such change may be made by telegram or letter, provided each
tele ram or letter makes reference to 1he solicitation and this amendment. and Is received nor to the o onin hour and date s ec1fled.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $-7,570,823.69
Modification Obligated Amount: S-7,570,823.69
See Schedule
Check One A. Tl 11SCHANGE ORDER IS ISSUED PURSUANf TO· (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORlJER NO. IN ITEM 10/\.
office. appropriation date, elc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43103{b).
C. THIS SUPPLEMENTAL AGREEMENT IS-ENTERED INTO PURSUANT TO AUTHORITY OF:
X Mutual Agreement between the Parties
D. OTHER (Specify type of modificatior. and authority}
E. IMPORTANT: Contractor I Is not. fx Is required to sign this document and return copies to the issuing office
14. DESCRIPTION Of' AMENDMENT/MODIFICATION (Organiled by UCF section headings, inclu~ing sol1c1tatio11/contracl
subject matter where feasible}
SEE PAGE 2 OF 3 FOR DESCRIPTION OF MODIFICATION
.. Sec Continuation Page
herein,all lorm$ ana cona,1,onso! l~e document referenced h ilem 9Aor 10A,a, O.eretufure'"1angod, remeins u11chaa,ed and in luil force and effect.
Exce~t as µrov,dea
1\A t;JMlE,_f,N,PTITLE GF ~@NER (Ttpe or prmt} 1 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
\ I ' \ f\ [ , \. 1-, ~-, ( 1 Angis Smith
1 . L • f_,' ' ,1 ;\' J ' :202-377-4016 ~ngie.sm1t11@ed.gov
·1
' -..._ ,-......_ ' • ' \ I' '
\. \ j/ • °(1 ( _'1~ .JI '\ ►· t,1..(~\ \- , ~ ( \ / ' -,· ~: , •
158, CONl R/\CTO RIO FFEROR 6~
15C T~ ~ IGN~D "*8-::-'Je~,;T"E"o=s•r
A'T""E"s"o'F~A'M"E"R"l'C'A--:::i~~10°c~D'A"T"E~s"1
(b)(6) -- r
/
/ b)(6) I____ MAY
/L, 2014
JJ7'.
l I >;
'
1 ~-~~--~--~ I
(Signature of person authorized to sign) (Signi;l\"fe of Contractin~ Officer) I
' STA:\'JHIW FORM 30. (Rev. 10-83}
NS>J7540-01-152-8070
Previous Ed11101tunusable
l'rc,cribcd b;· GSA FAR (48 CFR) 53.243
OBTAINED BY STUDENT BORROWER PROTECTION CENTER ANDContinuation Page OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
AMERICAN FEDERATION
The purpose of this modification is to de-obligate excess funds from Contract Number ED-FSA-09-D-0014,
Task Order 0007, as described below:
1. De-obligate $122,560.00 from Line Item 0002

2. De-obligate $6,923,263.69 from Line Item 0033
The total contract value is decreased by $7,570,823.69 from $123,048,664.00 to $115,477,840.31.
All other terms and conditionsremain unchanged.
PAGE 2 OF 3 ED-FSA-09-D-0014/0007/0014
SCHEDULE Continued
QUANTITY UNIT UNIT PRICE $ AMQUNT $
ITEM NO, SUPPLIES/SERVICE$

angie.smith@ed.gov

Connelly, 202.377,3298, tammy.connelly@ed.gov

Lynn Smith, 202-377-3577, lynn.srnilh@ed.gov
Patnco Washington. (202) 377-3845,

None
(Changed line Item)

1.00 SE 877,440.00 877,440.00
0002 De-obligation of funds (S122.560.00)

0202A2013. B.2013. ENB00000.6CA. 2521A.AAJ.OOO.
I
0000.000000
$877,440.00 I
(Changed Line Item)
1.00 SE 42,105,900.31 42,105,900.31
0033 De-obligation of funds (S6,923,263.69)

0202A2013.B.2013.ENB00000.6CA.2521A.AB5.000.
0000.000000
S42,105,900.31
(Changed Line Item)
SE 0.00 0.00
0034 De-obligc1tion of funds (S500,000.00) 1.001

0202A20 13.B.2013. EN B00000.6CA.2521 A.AAJ. 000.
0000 000000
SO.OD
(Changed Line Item)
1.00 SE 0.00 0.00
0037 De-obl1gation of funds ($25,000.00)

4253XN OYR. B .20J 4 .EN B00000 .A 16.2521 A. C26. 000.
0000.000000
so.co
I I
I
i
!I
I
PAGE 3 OF 3 ED-FSA-09-D-0014/0007.10014

I 3
2. AMENDMENT MODIFICATION NO 3 EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO 15 PROJECT NO. (if applicable)
0015 1 JUN 12, 2014

6 ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Ur\lled StJ\es Department of Educat,on
Fedetal Studen1 A1d'M1ss,on Support Group See Block 6
Washrngton DC 20202
Amber Jones 202-377-3873 Amber Jones@ed gov
I
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS: 007368103 (x)
f--
I HARRISBURG PA 171021444 9B DATED (SEE ITEM 11)

rn FSA-09-'.l-◊J'4'0<)J7
X
'
CODE 0003077 4 I FACILITY CODE JAN01,2013
D The above numbered solicitation is amended as set forth In item 14. The hour and date spec1l1edfor receipt of offers D Is extended. Dis not extended
Otlers must acknowledge receipt of this amendment prior to t11ehour and dale spec1f1edin the solicilalion or as amended. by one of the following methods:
(' l BY com Pletin 9 items 8 and 15, and relumin g __ co Pies of amendment , ()b BY acknowled 9in 9 recei Pt of this amendment on each co PYof the offer submitted; '
or (c} By separate letter or telegram which includes a reference to the solicitation and amendment 11umbers.FAl LURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or letter, provided each
tele ram or letter makes reference lo the solicitation and this amendment, and Is received nor lo the o enin hour and dales ec1fied.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount SO.DO
See Schedule Modification Obligated Amount· $0 00
I CONTRACT ORDER NO IN ITEM 10A.
!
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes In paying
X office, appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

I
I'
' D OTHER (Specify type of modification and aulhonty)
E IMPORTANT Contractor fx Is not. I Is required to sign this document and return copies to the issuing office
I 14. DESCRIPTION OF AMENDMENTIMODIFICA TION {Organized by UCF section headings. including sol1citat1onlcontract subject matter where feasible)
I', The purpose o f th s rnod1fIcatIon s to incorporate the followIng Cha ge Request (CR) to Co ac
t act N u mber ED"FSA-09-D-0014 Task Order 0007.
1
See Attachment
' ' " '"
Except as prov,dcd heroin all terms ano cond<l,ons er lho oocunicnt referenced ,n ,tom 9A or 10A. ~s hcrclotom ch~ngcd rP.mn,ns ,mchanged anO ,n [ull fmce arHl orrecl
15A NAME AND TITLE OF SIGNER (Type or prIntJ 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
1Karen Gibson
, 202•377-4381 karen g1bson@ed gov
l.--1
~B CONTRACTOCRCICOCFCFCECRCOCR~--------i 15C. DATE SIGNED 1 16B UNITED sTATEs-oi=
AMERICA 16C. DATE SIGNED
I (b)(6) JUN 12. 2014
(Signature of person authorized to sign} na ure o on rac In □ Icer I I

)\"SN 75-!U-01-151-8070 SJ..\;\D,\RD HlR\130. (Re,. 10-83)
l'r~vmus l'dition unusable l'r~a~rib~<l by GSA L\R (.j8 (.'FR) 53 1.i3
Attachment Page
The (o'lo'.v1ng Cha11gr Request shall be mcorporated •nto Contract Number ED-FSA-O<J•D-OD14,
Task
Order 0007 Tliere ,, no cosl associated with !he ChJnge Reques1 below Therefore. no funds Me needed
and no corr0spond111g L111elteni 11required
CR
'°-, Amount 1 Date .. CR Description_ ___

Tile purpose of tlm CR is to have all
---·---,
TIVAS test the following:

l. The Account Mapping File trJnsfer
process (outbound files): where about
3000-5000 records of the Account
/'dappins File will be delivered via ES8 to
SAIG n,ailbo,es for the Servicers and the
S\!rvlC\!fS will pick 11pthe Acco1Jnt
Mapping Fil\! and provide
acknowledgement to FMS on whether
the file was successfullv received
without Jny errors
2 The Account Moppin~ File transf~r
process (outbou11d file,): w!1ere abol1t
3000-5000 records of the AccoLJnt
MJppine f'ile will be deliv,:r<:d viJ ESB to
SAIG mailbox<:<; for the S<:rv,cers and the
s<:rvicers will p,ck up the Account
MJpp1ng File Jnd provide
.icknowledgenient to FM5 on whether
the ftle wus ~ucc~;sfully received
w,thoul ,1ny errors - dS requested by
2 27 5 so 00 1/13/2014 ,
FMS.--·-
___
PAGE 2 OF 3 EO-FSA-09-D-00141000710015
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT S
Contracting Officer: Karen Gibson. 202-377-4381,

karen.gibson@ed.gov

Alternate Contracting Officer Representalive(s):

Lynn Smith. 202-377-3577. lynn.smith@ed.gov

None
i
L_ J_ ___
_J
P/\GE AMERICAN
3 ED·FSA-09·0·0014/0007/0015
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11Contract ID Code I Pa □ e of Paaes

1I
2 I '
13.EFFECTIVE DATE 4. REQUISITION/PURCHASE IIEQ. NO. PROJECT NO (if applicable)
I
I'
2. AMENDMENT MODIFICATION NO.
0016 , JUL 30, 2014

6.ISSUED BY CODE FSA~FS2 7. ADMINISTERED BY(if0itier than item 6) CODE
UOE\ed States Depar1mcnt of E;ducat1on
Federal Studen1Nd/M1ss1on Support Group See Block 6
830 ForstSt NE - Swte 91F3
Was,,ington DC 20202
K::HhannaHoll202-377-4275 katharir,o_bll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Coun\ry, State and ZIP Code)
i DA AMFNOMF.NTOF SOLICITATION NO.
HIGHEH EDUCArlON ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007368103
(x)
-
Cage Code: 41UK7
HARRISBURG PA 171021444 9B. DATED {SEE ITEM 11)
I
f-- 10A. MODIFICATION OF CONTRACT/ORDER NO.
I
!
ED,FSM)g.0.001
·1,'c/j(j?
X
' ----
i
'
CODE 0003077 4 I rACI\.ITY cooE JAN01,2013 I
D Tho above numbered solicitation is amended as set forth In item 14. The hour and date specified for receipt of offers Dis
extended, Dis no! extended.
Offers mus1acknowledge receipt of this amendment prior to the hour and date specified In the solic1tal1onor as amended, by one ol lhe following methods:
{a) By comple\1119Items 8 and 15, and returning ___ copies of amendment; (b) By ackno\\llcdging receipt of this amendment on each copy of the offer submitted,
or (c) By separate letter or lelegrarn wl1ich irlCludes a refemnco to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOV\/LEOGMENTTO BE
' RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPf:CIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by virtue of \his arne11dmentyour desire 10 change an offer already submitted. such change may be made by telegram or letter. provided eact1
tel~ram or letter makos rolerenco to the solicitation and \his amendment. and Is wceIvod nnor to the ooenino hour and dale s01~c1fied.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modif1cat1on Amount $-300,000.00
Modification Obli g ated Amount. $ -300 000.00
See Schedule
Check One A THIS CHANGEORDER IS ISSUED PURSUANT TO· (Spec,fy authonty) THE CH-1\NGESSET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT OROEI< NO. IN I·rEM 1UA.
B. THE ABOVE NUMBERED CONTHACT/ORDERIS MODIFIED TO Rffl_ECT THE ADMINISrnATIVE CHANGES (such as changes iiipaymg -
office, appropriation dale. etc) SET FORTH IN ITEM 14, PURSUANT 1·0 THE AUTHORITY OF FAR 43.103(b).
C. THIS SUPPLEMENTAL AGl~EEMENTT§ ENTERED INTO PURSUANT TO AU lHOHITY OF·

0. OTHER (Specify type of rnod1~cc1t1or1

and authority)
E. IMPORTANT' Contractor I is not, IXis required to sign this document and return copies to the issuing office.
14. DESCHIPTION OF AMENDMENT/MODIFICATION (Orgalll7.edby UCF section headings. including sol1citalion/contract subjec1matter where feasible)
The purpose of this modification is to de-obligate excess funds from Contract Number ED-FSA-09-D-0014, Task Order 0007, Line Item 33 The
total contract value is decreased by S300.000.00 from S115.477,840.31 to $115,177,840.31
AllOther Terms and Conditions Remain Unchanged.
Exec pl a, prcvI(!c,c nernln, 011tc,m,s no~ conmiloos of :ne dccurTienl raferenced in 11cm8A or 1CA a, hcra:oTorc changed. rommns unchang"'l ""d I~ f<JIIforco ,,nd nNec1
16A. NAME AND TITLE Of' CONTRACTING OFFICER (lype or print)
1Karen GIoson
!202-377-4301 karcn.g,bson@ed.gov
158. CONTRACTOR/OFfEROR 1sc. DATE-SIGNED .i~B.-@1_rTtrs·rA:-rE::s

m_'.\_M1::!~LG.A.
(b)(6)
JUL 30, 2014
(S,gna\lJre of person aulhoriwd to sign) natrne of Contrnc1in Oificer

'\SN 75-to-0 1-152-8070 STANDARD FOR;'.130. (Rev. 10-83)
Previous Edition onusabk Pr~scribed by (iSA f1\R (-18CFR) 53.Hl
SCHEDULE Continued
I .
ITEMNO. SUPPLIES/SERVICES OllANTITY UNIT UUIT PR.IC~ 5 M\OUNT $
Contracting Officer: Karen Gibson, 202-377-4381,

karen.gibson@sd.gov

Connelly, 202.377.3298, tammy.connolly@ed.gov

; Palnce Washington, (202) 377-3845,

i
None
(Changed Line Item)

0033 De-obligation of funds ($300,000.00) 1.00 SE 41,805.900.31 41,805,900.31
Accounting nnd Appropriation Data:

0202A2013.8.2013.ENB00000.6CA.2521 A.AB5.000.
i 0000.000000
' $41,805,900.31
'
'
I '
' '
'
'
' '
-- -·----·--· ----- - ---- ..-------- I I -------·--
PAGE 2 OF 2 ED-FSA-09-D-0014/000710016

1 Contract ID Code
1~~g__of
1!9:S Ii
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE '
4 REQUISITION/PURCHASE REQ, NO. 15PROJECT NO, (if applicable)
0017 AUG 26, 2014
6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If o1her than item 6) CODE
U111tedStates Department of Education
830 First St NE - Suite 91 F3
Washington DC 20202
Katharine Hill 202-377-4215 kathanne h1ll@ed gov
8. NAME AND ADDRESS OF CONTRACTOR {NO., Street, Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
(x)
~
i
EO-FSA-09-0-001410007
X
D The above numbered solicitation is amended as sel forth in item 14. The hour and date specified for receipt of offers is extended, Dis D
not extended.
Offers must acknowledge receipt of this amendment pnor to the hour and date specified in the solicitation or as amended. by one of the following methods:
(a) By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
! or {c) By separate letter or telegram which includes a reference to the solic1tat1onand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted. such change may be made by telegram or letter, provided each
teleoram or lelter makes reference to the solicitation and this amendment, and is received nrior to the oneninn hour and date snecified.
' 12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount S0.00
See Schedule
X office. appropriation dale, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43 103(b),
E. IMPORTANT: Contractor r5<is not, I 1s required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, including sol1citat1onlcontract subject matter where feasible)
The purpose of this modification is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-Og-D-0014 Task Order 0007.
Except as provided herein, all terms and cor1d11,onsof u,e document referenced rn ,lem 9A or 10A, as heretofore changed, remams ,mchanged and 1nfull force and effect.
15A NAME AND TITLE OF SIGNER (Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
I 202-377-4381 karen.gibson@ed.gov
'
15B. CONTRACTORIOFFEROR 15C DATE SIGNED 16B. UNITED STATES OF AMERICA 16C DA TE SIGNED
; rb)(6) AUG 26, 2014
(Signature of person authonzed to sign) (SIOnature of Contractmn Officer)

.
NSN' 7)40-01-b2-8070
. .
S IA~IHRD l·OR:\130. (Re,·. 10-83)
l'r,:\'ious Ldi!iun unusabk l'rcscrib~d by GS/\ FAR (-!8 CFR) 53.243
Attachment Page
The following Change Requests are funded by Line Item 0002.
CR
Cost Date CR Description
ID
The purpose of this change request is to have federal
service rs implement more targeted counseling and
1988 $4,180.00 9/24/2013 improved communication efforts for our service men
and women borrowers, recognizing the unique
individual challenges and concerns that are present.
The purpose of this change request is for serviccrs to
calculate accurate borrower account balances as of
2165 $241,150.00 11/7/2013
the current date for accounts that may have been
impacted by ACESincomplete processing.
The purpose of this CRis to change the Delinquency
Date and End of Month reporting to NSLDS.The CR
2173 $17,100.00 9/16/2013 will allow servicers to report Delinquency Date and
the effective end of that period of delinquency after
the delinquency has ended.
This CR requires that servicers indude reporting the
Last payment date with each balance update and
2174 $20,510.00 9/26/2013 servicers shall revert the Last Payment Date back to
the prior Last Payment date in the event funds arc
not applied to a borrowers account.
The purpose of this CR is to have the federal loan
servicers report and collect additional loan details
about the amount of the loan forgiven and the status
2175 $13,380.00 9/26/2013
of the loan forgiven prior to the initial loan
forgiveness that will be made under the PSLF,IBR
PAYEprograms, and NSLDS.
The purpose of this CR is to: 1. Report the new
Repayment Pl;m Type "Pl" for borrowers who are
repaying their loans under the Pay as You Earn
repayment plan but whom no longer has a partial
2186 $2,870.00 9/24/2013
financial hardship (PFH); and 2. Report the new
Repayment Plan Type and the associated fields in the
Repayment Term 1AM)record type, as appropriate,
for loan servicing reporting.
PAGE 2 OF 4 ED-FSA-09-D-0014/0007/0017
Attachment Page
The following Change Requests shall be incorporated into Contract Number EO-FSA-09-D-0014,Task
Order 0007. There is no cost associated with the Change Requests below. Therefore, no funds are
needed and no corresponding Line Item is required.
CR ID Cost Date CR Description

The purpose of this change request is to replace the Spanish
Deferment/Forbearance forms that arc currently in use with the new
2092 so.oo 7/11/2013
OMB-approved Spanish translated Direct Loan and FFELLoan
Deferment/Forbearance forms.
The purpose of this CR is to avoid having separate Trading Partner
Agreements (TPAs).Therefore, a central document will be needed to
include these Agreements between FSAsystems (single or global
2154 $0.00 9/27/2013
TPAs). Accurate and current interconnections for these systems
interfaces shall be described and included in the System Security Plans
(SSPs) per NIST800-53 control CA-3.
The purpose of this CR 1sto support the m1grat1on of Financial
Management Branch (FMBl downloads for audit purposes. Two
2157 $0.00 9/9/2013 standard outputs are needed: 1.) Extract Files for the auditor chunked
so as to fit size constraints of the auditor, and 2.) Transmittal Report
for FMB and the auditor Ad-hoc report writing is also required.
The purpose of this CR 1sto provide updated documentation to replace
earlier gu1ddnce provided to Direct Loan Serviccrs relating to the
Improper Payments Elimination and Recovery Act of 2010 (!PERA)
2183 $0.00 110/23/2013 {Public Law 111-204), Improper Payments Information Act of 2002
{IPIA)(Public Law 107-300) and the Office of Management and
Budget's (0MB) Circular A-123, Appendix C, Requirements for Effective
! Measurement and Remediation of Improper Payments.
PAGE 3 OF 4 EO-FSA-09-D-0014/000710017
-
SCHEDULE Continued
··-
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT
' UNIT PRICE $ AMOUNT $
Contracting Off icer: Karen Gibson, 202-377-4381,

karen.gibson@ ed.gov
Primary Contra cling Officer Representative: Tammy

Connelly, 202. 377.3298, tammy.connelly@ed.gov
Alternate Contr acting Officer Representat1ve(s):

Lynn Smith, 202 -377-3577, lynn.smith@ed.gov
Patrice Washin gton, (202) 377-3845,
Patrice.Wash1n gton@ed.gov
Primary Techni cal Point of Contact: None
Alternate Techn ical Point of Contact(s):

None
I
I
i
''
'
I
I !
L__ -- --.---•- __ L _________ _ : -

PAGEAND
4 OFAMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
4 ED·FSA-09-0-00141000710017
The following Change Request shall be removed from Contract Number ED-FSA-09-D-0014,
Task Order 0007.
CR
Cost Date CR Description
ID
The purpose of this CR is to have the federal loan
servicers report and collect additional loan details
about the amount of the loan forgiven and the status
2175 $13,380.00 9/26/2013
of the loan forgiven prior to the initial loan
forgiveness that will be made under the PSLF,IBR
PAYEprograms, and NSLDS.
1 Contract 10 Coce Page c'.Paaes

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT •. I .,
2 5 ?lCJC:CT ~C. !;f ap~l·cablcJ
N~Mtl\T
~,.1; -j=n~;:.:;,:1:_N_,_o
__~~~L3~s;50 ·c
,'=E=~-r
1~
10 _~;c'.c:c'
020 I
a~u-1s_,_-_,o_.,_'_P_J_~~~:'•S~-:.:~~:-
__ 1_•~R-c ___
0 0
G ISSUED BY con, FSA-FS2
0
7 /\~/\'.INIS I f::IH:L", l:lY ,_ir0111€1lhan ,:err·6/
,I ''"'' Slates l)~oa~,",c~; o· C:C.:-,,Jtl~C
:-.,J.,•a· C>luce,l f' ..'1'1i•swr Sul'!'~' G·c_., See Block 5
,v,,~1, n,1,, · l)C 7C2C2

K,·-~rnc~ 2C2-07.'--4'.'hkathao··-,h fJJMI'}:·,
G NN.1L A:m ADJr-1r:ss or CON i fS{1CI ijis :r~o. Stle.,t. Gou1try, S:a\·J and ZIP Corle)
HIGHFR f~UC:AilON /\S'.-i'SJ,\NCl:AGENCY. Pl'NNSYL VANIA DUNS 007368183
1:e'~J NOFiill 7Tt' STRf'ET
l-l\l,.O,l\1~'Al r-:AN/\'__;'::r/ENT ~IH H(l(JR
I-,ARR.SP.Vr/C p,; 1'fH1214-<!4 I sc ,,,re 1sec ,ff', 1 ·,
1Q,'., i,,cD.FICA-i l()tTi-.;:~-c,:;,;-,I RAL.-·r";(iR[_il:_p,

1·•'--'
eel • _;.._'c ,, .,.,
X
·oe c/\,E'J \'.-;EE ITE:,11J',
JAN 01 2013
11. --THIS ITEM ONLY APPLIES TO AMENDMENTS
---
OF SOLICITATIONS
---
D I i,e cibcve w11ccrerl s0Ji!:"a:1on 1s ariended as se: for(~ ,n 1'.cr·, · 4. The /'ow and date spec1f1ed tcr rece·pl of o'.fers D ,s e,ter~dt:{J, D s nut erlenUec!
Ct'••~ r11u~:Jdn~wIecJg,.; ,e-:c 1:t of 1h,s amt:·i.lwr;r,I rrror :r.:t•,., In.JU,;-.·1U'jale Sp-c!ctfied In tr,e sci,,:rtotion or ,n am(,11de,1 lv one of the fol'ow n~ r,eth:,rls
, sJ; 8y ccn'de,:,n~ ll~rH$ ':\ and 15 a:'.d rc:u·n,r>'J ______ cc,'° e~ uf ;,11Ie:1UI·1e, ,;, 1L>•tly acknowle.Jgino recc!p: o1 tn,s a,1pr,:lm0r.! cm ~ach ~Dey of t:-ic offer subm1t:c,:i
o: :cl by ~e8.➔ rat,; 1,,tcr or :(' ,;grurn wl11c'· H<.iuUecc~ re'.<c,re·1ce to lhe so:1c1la:on and c1m0nJm0;nt nurr;tJer~ r ,\ILUl'!t C+ YOJI< ;\CKNOWLE:Jc;tAEr-.T TC' BE
;~:-c-,\/'::J ·\T "'°":C f':_Al"i:: LlLS'i~r,,.,;r;-7 FCR THE ,'sECt:'PT OR()' I f-:1<'.'f'f{ICH 10 Tl-ii::flOCRANcl :"JATt SP[CT:f:D MAY R[SJI - Ir-. R[J[CTION CF-
YOUR OfTER 11Cf vr'.ue- ~f 111,s<1r:ic11d110ntyrn,r Jc,;,,., ·o """"::J"
an clfer c1lre'.1dysuom1t\ed. sudl chang,:, rray be made by tclc2rarr or :0:te,. rrov.::it'o each
t1c:.:qrJ·n O" le::e, r:·,a~es ,e:eren,~c to ;hP so,,c:t,1110,·a,,,t ti•,
dro1er:dr·1f':,l -1nc!'S rB_~e1vedprrcr lo thG o:;on,:->J hour and dJtr sp,:,c.fi.:-(1
1~' .:..,,\5"'.)u~TING At,u 1\-"l-'l<O,'k'A I 1c,r;cA·,-A-,_"1i·equ1rcd'1 Med f1ccit1J1 A::hi:Jill $-13 380 :,o
See Sc:reaL.;le Mod:f1cat,on Obligated A11ow1t S-1338000
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14
'
~~,,-~e
---,
I A-:-T_1,'.1::;
,;H,\;\(;::
C-,,NT"-/ICf
UllllCR IS ·:ssU~L)f-' wr\SUA'.'JT T6-"(S;;,('C.lfV ,,.1171'.ltyi T:-':CCH/,NGt.S s;:. I I- Ok l H IN 11!::M 14 ;,cs!:: U,\~ E l'l I HI::
Ukl)LH i\(J IN, flM 10A
:0 TH:C Al:l0V~ :,,;u;,rnl.Rrc C:cNTR,\c-r _)RDC:RIS \1UIKl=.C:: 0 C\l:1-LI:.Cr ! W A[1".1INISTR).T1\T.C; !/,:~~r's 1-$L:;has ,;hal1(l0S i11[;a·,i ''.j
dat,,, ta!C) Si"'T FORTH IN ;-rM 1.\ PUPC:Uf,NT TU CHE AUfH)RI;
ott,ce <,c-µr-:.,011at,cJr Y OF "A.R .\3 lUJ,:bl
n iiS suPPLEMENTi\L f-.GP:~fli::r~Ti 1s·~-N I !:R[D ,NTO P-UKSu,;;, T l Cl /,UTHOf<I' { 61'

X ! M,1:u:il Awee1rei1t
,., [leM•een the Parties
E IMPORT AN r Con:·ac:or I 1s ~ot_ X 1s requ1~ed :o stgri t'l~~-d_9cument zrid return to !he 1ssu1n~-c~'.1_c_,
cop1_~_s ________ ~
1,1 [)[S:~i<IP-IU\J UC AMl:NLl/,1[NT/r.Dl:IFICATION (Oruarnzed U~ 'Jee- seclI0:i ~eadinos. 111cii.:c,rigso.I::1tatIonlcrrnlr~ct sub:(.< ,n;a:'.er •Ni1ue fo,,s1~lc·I
Tre ;JJroose of:11 s 1-:iciC1f.cat1:in1s tci de-obl1;ia'.e excess funds from Con'.ra::::t Numl:::er ED-l"S.A.-09-D--0014 Task Orr::er 0007 Llr,e lte'T1 :JDJ2 Th•
tct::ol contract vali.:e 1s dec~eased by S ~ 3 380 COfrom $1 ':: 1i7 .P,40 31 to $115, 164 460 31
:6A NN,1[ t,ND -;-1TLEGI' CON lkf\C f!N(; OFi ,Cl:::I<,.. y;,<c(jr ,,rl!lt;,
. f',W<c,il G,bSOll
I'."C7-3-;'7-.: ·-101 kare'" g1:'s~•n@ed.c;o1-·
!/,/;,'._
..-.., 5c,1/Vi, · I
· [;C '),\Tc_ S.GNEO 1613 UN-1 !::US I A ·1--=-s-u"-
-,-r,-,-1(--s--,c-1-,------, - li;c_ (1;,,r f: ~llli';l_ll
' (b)(6)
:':i, lldlUI•" cfCo--:rc1;:·irq Offi:;c.r,

·,-c.,,_
~s.;:,.,J].I "~-\,· ·1, SJ.\'\()\1{1)/tlR\]JO.mc, 10-:0iJ)
1'1, ,_ 1n., I-Ji1:,•:11111~ .1.:k l':·,:,,-r1hc·J 11: (,'>.-\ I _.\J·'.1-18\'J-1{1.~, ~+;
·----------
SCHEDULE Continued
IKMNO. SUPPUES/SERVICES QUANTITY UNIT UNITPRICE S A~OUNT $
-
Contracting Officer: Karen G"bson, 202-377-4381,

karen.gibson@ed.gov
Primary Contr,ic!ing O:fIcer Representative: Tammy

Alternate Contracting Officer Representa:ive(s}:

Lynn Smith, 202-377-3577, lyn:1.smith@ed.gov
Patricc.Washington@ed.gov
'
Primary Technical Point of Contac:: None
Alte~nate Technical Point of Contact(s):

None
(Changed Li11eItem)
0002 De-oblIgat1on of funds (S13,380.00) 1,00 SE 864,060.00: 864,060.00
: Accounting a11dAppropriation Data:

0202A2013.B.2013. EN B00000.6CA.2521 A.AAJ. 000.
0000.000000
$864,060.00
P/\GE 2 OF 2 ED-FS/\-09-D-0014/0007/00·g
. 1 Contract ID Code I Paqc of PaQCS '

·--- ··- . I I 1 I 2
2 AMENDMENT MODIFICATION NO. -i-3:-EFFECTIVEDATE 4. REQUISITION/PURCHASE REQ. NO. PROJECT NO. (if applicable}
0020 APR 15, 2015 I'

6 ISSUED BY COD[ FSA-FS2 7. AD~IINISTEREO BY (If other than item 6) CODE '
Uni!ed States De~artment of Educ~tion
rederal SludenlAidJMiss:on Support Group See Block 6
830 F,rst s1 tJE - su,1e 91F3 I
Waoshington DC 20202
8. NAME AND /\DDRESS OF CONTRACTOR (NO., Street, Country. State and ZIP Code) 'JA AMENDMt:Nr 01' SOLICITATION NO.
(x)
HIGHER l:IJUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007368103 ~
FIN/\NCIAL MANAGC:Ml:N J 51 H FLOOI~
HARRISBUf{G PA 171021444 98. DA TED (SEE ITEM 11)

tC-0 SA-C1-D-DOl
4.'Y.YJ7
I
X
I 10B. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLJES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solicitation is amended as sci forth in item 14 The hour ;:md date specified for receipt of offers D Is extended. Dis nol extended.
Olfers must acknov~edge receipt of this amendment pnor to the hour and date specified In l11esolicilation or as amendod. by one of tt1e following methods:
(a} By completing 1te111s 8 and 15. mid retu,n111g___ copies of arneruJmcn1: (b) By acknowledging receipt of this amendment on each copy of the otter submitted;
or (c) By separate letter or telegram which includes a roferm1ce to lhe sol,cita!ion and amendmenl numbers fAILURE OF YOUR /\CKNOWLEDGMENT TO BE
REC[IVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO TllE IIOUR AND DATE SP[CIFIED MAY R[SULT IN R[J[CTION 01'
YOUR OFFER. If by virtue of this amendment your desire to change an offer alrcc1dy submitted. such change may be made by telegram or letter, provided each
telearam or letter makes refercnco to the solic1tat1onand tt1is amendment, and is received orior to the 9.eenino hour and date soecified.
1 12 ACCOUNTING AND APPROPRIATION DATA (If required) Mod1ficat1on Amount. SO.DO
I See Schedule
Modification Obligated Amount: SO00,
I 13. THIS lTEM ONLY APPLIES TO MODIFICATION OF CONTRAc:r_s1?RD_ERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED lN ITEM 14.
I Check One IA Tl IIS Cl IANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
,"t""I' ·.· :tll'l'"::r, 1:-:·t!f,"':'/
I -------- I
B. Tl IE ABOVE NUMBERED CONTRACTIORD'E-R IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes In paying
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
C. THIS SUPPLEMENTALAGRE[M[NT IS [NTrnrn INTO PURSUANT TO AUTHORITY OF·
I
-·- .. -----··
[) OTHER (Specify type of rnodificalion and authority)
'
X Closeout
. . -
E. IMPORTANT: Contractor I is not, fx is required to sign this document and return copies to the issuing offrce
14 DESCRIPTION OF AMENDMENTIMODIFICATIO~J (Organizecd by UCF section headings, including sol1citat1on/contracl subject matter wl\ere feasible)
The purpose of this modification is to closeout Contract Number ED-FSA-09-D-0014, Task Order 0007.
I
' ic,ce;I as prc.ided herc,n, a·I\crrns and cond,t,ons cf the dCC<'C'lCntrc!ercsced,n itemQA er 10A, ns r.crelotorc chan~ed, ,em~rns uncha~~ed <lnd n Juli force ~nd cffotl
15A NAME AND TITLE OF S!GNER (Ty~e or pnnt) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Sao Kang
202-37i-3798 soo.kang@ed.gov
-
15B. CON_IR_A~TOR/OFff::ROR I
' 1sc·.
bATESIGNED 16B. UNITED STATES OF AMERICA
.. --------.
16C. DATE SIGNED
-
Jb)(6) I [b)(6) I!'

' ,;'.
(.I/;,
,··,;.;D
APR 1 , 2015
(Signature of r;erson authorized to sign)

I I
I {Signatrl"fe of Con1(aciir.g Officer)
.
NSN 7)40.QJ.)52-8070 S fANDARD fOR'.\130. {Rev. 10-83)
l'n.::viousEd1t1011unusabk l'r~snib~d by GSA FAR (48 CfR) 53.243
SCHEDULE Continued
ITEM NO, SUl'PLlESISERVICES QUANTITY UNIT UNITPlllC~ S

soo.kang@ed.gov

Alternate Contracting Orficer Representative(s):

Lynn Smith. 202-377-3577, lynn.smith@cd gov
Patrice VVashington, (202) 377-3845,
Primary Techniccil Point of Contact: None

None
I_.
PAGE 2 Or' 2 [D-fSA-09-D-00H-'0D0?/0020
/AGt 1Jf 3
SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS
OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, &30 EDOFSA-13-000936 i
)(Ou~r;o NU 1 ,\WA'm:FFFffTl','f .; ORDERr-lUMRER____ • ·---·- --- \ ',DLl(ITl,TICN -~UV,RFR---- 6 <Ol_l(ITATIONl\5'.JF
LlAI[ DATE
ED-FSA-09·D·0C14 0008
AUG 20, 2013
-- .,- ----------+,-, -,-,,-M-,------J-----·---·····-·-·---·---- -::-fLLCi'l·OM NU.VBLR {Ne;.,,::,,,,------ :3 ·3"rf(RDU[ Dt\~E;
7 F-ORSOt ICITATION
INI-ORMATION CA! L: ► I~-~~
! ang1e sm1th@ed gov
-
202-377-4016
IC-(,\1 ~IMF
'l ISSUlLJ BY CODC 1,_F_::S_Ac-_Fcsc2

_____ 0 10 THIS ACOUISIT,ON IS □ UNRESTR'CTED -◊R D SET t,S:OE ', FOl't·
Un t~d States Jepa11n·,en: of FJut.~tic,n D S\lALL BUSINESS D ,vrn,IEN-0\-VNE □ SMA_L
tedecal Stuaent A1d'M.ss:cn Support Grouo 8USINESS l'N::JSBj
□
"1UBZONE S\1ALL ~A CS
83C First St NE - Su,tc 91F3
1,Vas~1n;to1 DC 2C202 BUSl~ESS C [CONO'.'IC~.l
'i,J\'=~ ()',
I l)ISAD•/ANTHG[D
·~co ~l·,1f,.L bU~l~'=O~
SFR\/ 1 CE-OISA3LED
SILE STANDARD
VF.TFRAN-O'is'\JED
SM,\LL BUSINESS :--, 8 !Al
-,-,-C-C-L,ii-rn-,-,-,-,-,-,-,-,-,-,-,-,,,-1-, - --·-r-,-,-,-sc-,-,,,-,-,-,-,-,-M-,---------"-□-·-,-,-,-,-,-,,-,-,-,-,-,-,-,-,-,-,----
-
- •lb -lATl~G --------------
Wl'J J~LE',',f~OlKI\ 0 Days RA",f[JQ"DFR1JNJFR
.'iAf'KEO DP,\Stl',CFR/1!1,·
O"lo
C Ne: 30
--"=='--"-==---
SEf SCHfrJI 11f
,,, DEL"✓fRTC-
~· Ilea ~,a1es O-oea·1ro, \t :,< E:Lcat,or
CODE
Ur11tedStates D~partment of Education
r e•J~,a ~luoen; K,M.1.ss "" Sar:por• Group
F-ede,al Student A1d:V.1ss1onSupp,"Jl"l Group
830 First St Nie - SJ1te 91F3
Wasn1,1gton DC 20202
1 /;J co~ TRACTOR/ C()OE1ooo3U774 l FAC.LITY 78,1 Pf,Y/·~F~T'NIILBEMADEBY (()1)1.

OCFEIWR -- · CODE L ____ ___,
"1 GYER EDUCA.TION ASS.SfANCf t\GENCY PENNSYLVANIA ~uJ,i~t Group/Invoice f1dm1n
,no NORTh 7TI- STR[~T US :lepartment of Cducat.an/FSAJCFO-'BG/FSAA
'°INt\,\JC 1AL Mf,~AGCM~~Jl CH! FLOOR 830 ~ rst S:reet N~ Suite 5481
"1ARRISSIJRG ~;.._171021444 ','Jash,ngton DC 202D2-00C1
CAGE 41JK/
Tit-.: z315g3352 OV-JS 007368103
EL["IIONL NO
,-----, "c CHCC,(I' Id'· .ITTAN(C ,; JlffLRll,T AN:J PUT SUCH /\[Jf"JRC',SIN 18b SUBMIT IN'-/OIC:ES TOADIJRESS SHO's'.N l"J BLOC,( 18a UN~FSS r\LOCK
L__, OFFFR
BELOW :S CHECKED □
, '>L'. Al)l)lNDU'✓
20 2, 22 2.1 I "
SCHCC,J F ()F SUPPL E',;',rn\•K .S Q~1\NTITY U~IT UNI~ "RICE 1\MOUflT
---------1--~---1- --'------1--------
Please see cont1nuat1on page for line item details !
h ,\(CGJ\ TING AND APFr!O?ri1ATION DATA 2b TOTAi /,',N/,R0/"\10l,Nl

See Scf',edule S1.200,000 00
DAR,I ' ·"'' ,,o; A1;,1ct-lw-~-~-
-------~□
--•,"'~0M~_-,_,_,.-'~.'....:':_T·':~L-C__ _
D lb :c~ ~r1ACT:JH10H•.QUIRD 10 sic~ n1,s uoc,,r-:,L~~ AND ~ET1:RN ____ ~ !9 ,WiARDC• CO\'TRA:T REF UCfFR
COF'FS l() 1)',Ul~::0 O'FICE- CO.',TRt\( TOR AGRECSTO FUi1MSH A.\()
DATED YOUR OFFFR ON S()l ,(ITl1TION
'.)C.l'/i R Al' ITfV'.- SFT row h OH OT-t'R\V:Sf ·DfNTlflf(J ABOVl AND ON A~ y
•,Ill OlK i:, l~:LJCl~G /1~ Y ADlllTl()N', 011UIA ~(,[', l'.'I ·ILi i ARL
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--i,:t SETfORT.~ H'Rl:1~. I', AlUP-1 I) AS TO ,TE/._1S
STATcSOf Af-/,tRIC1\
-J6D NA Ml ,\~I) TITLl QC ',IGNch 3Cc DAT[SIG~ED

'1 I h or CONTHACTINGOfFICFR-
~11-;\1E
:, Angie Smith 202-377-4016
ang1e sm1th@ed gov AUG 20. 2013
AUTI 'URl?FD ;-1)~ L:..:CAL~tl'R8DIJCTII)\ STANDARD FORM 1449 :etv ;,;o·
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SCHEDULE Continued
SUPPLIES'SERVICES OlJANTITY UNIT UNIT PRICE I AMOUNT $
Co:i;ract1ng Officer: Angie Smith, 202-377-4016,

ang,e sm1lh@ed.gov

Connelly. 202 377.3298.tammyconnelly@ed.gov
Alte:nate Contracting Officer Reprcscntativc(s):

Lynn Smith, 202-377-3577. lynn sm1th@ed gov
Patrice WashIng,on. (202) 377-3845.
Patrice Wash1ng1on@cd.gov
Primary Tecrrn1caI ?oint of Contact None
! Alternate Technical P01nt of Contact(s):

, None
Period of Perfor~ance: 08/20/2013-12/31/2014

NTE N:E
0001 One-time Development Cost 1.00 SE 1.200,000 00 1,200,000.00
Not-to-Exceed (NTE)
Accourat1ng and ApprcprIatIon Data

0202M2013 A 2013 ENB00000.6N5.2521A.AAJ 000
0000 000000
S1.20o.ooo oo
PAGE: 3 OF 3 ED-FSA 09-D-0014/()()08

1
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT .contrnctlDCode
2. AMl:NOMl::NT MODIFICATION NO 3'. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5 PROJECT NO. (1fapplicable)
0001 APR 15, 2015

Fedc,al Student A1d.'Miss'ons~pport Group See Block 6
830 ~irst St NE - Suite 91 F3
Washington DC 20202
8. NAMf: AND ADDRESS OF CONTRACTOR (NO .. Street, Country, State and ZIP Code)
(x)
8A. AMl::NlJMt:;N r OF SOLICITATION NO
HIGHER EDUCATION ASSISTANCE AGENCY, 1--'ENNSYLVANIA DUNS: 007368103 ~
l'INANCIAL MANAGEMENT 5TH FLOOR <------------------~'
9B. DATED (SEE ITEM 11) I
!
L--+-1-0-A-,-,o-o-,~FI-C-Af~,-o-N-o-F-c-o-N-T-R-AC-T-,o-R-□-E-R-N-O-.
ED-FSA-OO-D
cog1(XX\l
X <----------------'
108 DATED (SEE ITEM 13)
----~-----------------'
I CODE 00030774 I FACILITY CODE AUG 20, 2013
D The above numbered solicitation 1samended as set forth in item 14 The hour and dale specified for receipt of offers D is extended, D1s nol cxtcnr1cd.
! Offers must acknowledge receipt of this amendmenl prior to the hour and date specified in lh"' ~ulicitaliun or as amended, by une of the following methods
(a) By completing items 8 and 15, and reluming ___ c:opies of arnendment: (b) By acknowledging receipt of this amendment on each copy of the offer subrnilled:
or (c} By separate letter or telegram wf11cl1includes a reference to the solicitation and amendment numbers FAILURE OF YOUR ACKNOVVL[DGM[NT TO [l[
RECEIVED AT THE PlACf DESIGNATF:D FOR THE RECEIPT OR OFFERS PRIOR TO Tl IE I iOUR AND DATE SP[CIFIED MAY R[SUL TIN !<EJECTION OF
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted such change may be made by telegrcJm or letter. provided each
1e1e,ram or letter makes reference to the sol1cilat1onand t11isamendment and is received nrior to the on_r:,~_I!2!)
hour and dpte s~i_fl£dc·~~~~--~--~~~
12. ACCOUNTING AND APPROPRIATION DATA {If required) Modification Amount: $0 00
Modification Obligated Amount· $0.00
See Schedule
Check One I A. THIS C~ANGE_ ~:~~ER IS IS~~~;D-~URSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I I
I1··-
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changesi~-jJ-
' office, appropriation date, elc) SET FORTH IN ITEM 14, PURSUANT TO Tl lE AUTHORITY Oi= F1\R 43.103(b).
C THIS SUPPLEMENTAL AGREEMf:NT IS ENTFRFn INTO PURSUANT TO AUTHORITY OF·
D. OTHER (Specify type of modiFication and authority)

--
X Closeout
.
E. IMPORTANT. Contractor I is not. Ix Is required to sign.!~~~- ?ocument

and return 1 copies to the IssU1ng office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicitat1orilco11tractsubIect matter where feas;ble)
The purpose of this mod1f1cation is to closeout Contract Number ED-FSA-09-0-0014, Task Order 0008.
All other terms and condI1ions remain unchanged
E,ceol ~s prov· le~ here'n °11lerrns and cond1t1ons of the eccumen! ,clcr 0nccc n tern 8 \ or 10/,,,.
" '-·· ' ' ' as heretofore ctrnq,•d ., . .
·ema n° un·ha"gcd ~ad n lull 'ore~. ~nd clfoc'
'
'
15A. NAME AND TITLE OF SIGNER (Type Gr print) I 1GANAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Sao Kang
202-317-3798 soG.kang@ed.gov
_L 168, UNITE □ sTATES Of Al\llER1c·,,;·

- - --
158. CONTRAC i dR/fo-f-1:::f~OR ------- - 15C. DATE SIGNED 16C. DATE SIGNED
b)(6) .!')(6) 1b
·''/l-/ /-✓ APR 1-5,2015

~//
(Signatu /TContracl1ng-Officer)
II
'
. .
NSN 7)40-01-1)2-~010- SIANDARD l·ORM 30. (Rev. 10-8~)
Pr~,-mus Edition unusable Prescribed hy GSA FAR (43 CFR) 53.2,IJ
SCHEDULE Continued
ITEM NO. SUl'PllES/SERVICES ~ QUANTITY UNIT

--,---,-
1--UNIT PRICE S
------+--
AMOUNT S
Contracting orncer: Soo Kang, 202-377-3798, I

soo.kang@ed.gov
Primary Contracting Oflicer Representative: Tammy

Alternate Contracting Officer Reprcsentative(s):

Lynn Smith, 202-377-3577, lynn.srnith@ed.gov
Patrice Washington. (202) 377-3845.

None
l l"AGE 2 Of';, ED-f-SA-09-D 0014/:J00810001

--·------ --- --
l REQUISITION
NUMBER PAGE' 1 ,e 3
OFFEROR TO COMPLETE BLOCKS 12, 17,23, 24 &30 EDOFSA-14-000042
2. CONTRACTNO. 3. AWARD/EFFECTIVE 4. ORDERNUMBER 5. SOLICITATIONNUMBER 6. SOLICITATION
ISSUE
DATE DATE
ED-FSA-09-0-0014 0009
DEC17,2013
a. NAM£ b. THEPHONENUMBER (No colleci 8 OFFER DUE DATE/
►
7. FORSOLICITATION Katharine Hill calls) LOCAL
TIME
INFORMATION CALL: 202-377-4215
katharine hill@ed.gov
9. ISSUEDBY CODE IFSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE· % FOR:
Urn:ed States Departmen: of Education □ SMALL BUSINESS □ WOMEN-OWNED SMALL
Federal Student A1d/M1ssion Support Group BUSINESS (WOSB)
□
830 First SI NE • Suite 91 F3 HUBZONE SMALL NAICS.
BUSINESS □ ECONOMICALLY DISADVANTAGED
Washington DC 20202 WOMEN-OWNEDS'.'ALL SUSINESS
□
SERVICE-DISABLED (EDW0S8) SIZE STANDARD:
VETERAN-OWNED
SMALL BUSINESS □ s(A)
DELIVERYFORFOBDESTINA- 12 DISCOUNTTERMS 13b.HATING
" TION UNLESOBLOCKIS
0 Days □
13a. THISCONTRACTIS A
RATEDORDERUNDER
MARKED DPAS(7SCFfi700)
0% 14. METHODOF SOLICITATION
□ SEESCHEDULE ,es
□ □
Net30
15. DELIVERTO CODE FSA-FS2 16. ADMINISTfREDBY
□ ceo
CODE
RFP
IFSA-FS2
U,111ed S!a:es Depanme .t of Educat,on
0
un,ted States Department of Educa\Lon

Fede,als: ..denl AId'M,ss-cnStappo~ Group
800 f,rst S! NE - s,,,,e 91f3 Federal Student Aid/Mission Suppon Group
was,,,,gton DC ,0202 830 First St NE - Swte 91F3
Washington DC 20202
17a CONTRACTOR' CODE 100030774 I FACILITY I 18a PAYMENTWILL BE MADE BY

CODE I FSA-BUD
OFFEROR. CODE
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA Budget Group/lnvo,cc Adm,n
1200 NORTH 7TH STREET US DepMment of EducationlFSNCFO/BGIFSM
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street, NE, Sui'.e 54B1
HARRISBURG PA 171021444 Washington DC 20202-0001
CAGE: 41UK7
TIN: 231693362 DUNS: 007368103
TELEPHONENO.
□ l 7b CHECKIF REMITTANCEIS DIFFERENT
AND PUTSUCHADDRESSIN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18~ UNLESS BLOCK
OFFER BELOW IS CHECKED
□ SEEADDENDUM
n
"
ITEM NO. '°
SCHEDULEOF SUPPLIES/SERVICES "
QUANTITY "
UNIT UNITPRICE '"
AMOUNT
(U,e Revcr,e and/or Ano ch AddirionolSheer, a, Nccessor;)

2S. ACCOUNTINGAND APPROPRIATION DATA 26 TOTALA'.'JAHDAMOUNT (ForGovt. UseOnly}
lJ l?a SCU('lATICN '.\CO<POR,\IES BYREFERENG' F,\R52 212-1, 52 212-4. ma 52 212- 3 AND 52 2 ll-5 ARE An MHW, ADD[~'.JA lJ ARE LJ ARE NOT A""TA[HEO
□ llb CONTRACl.-PUR(H,\SE ORDER INCORPORMES BYRE'ERE~CE FAR 52 lll-',, F,\R Sl 212-5 15ArT,\(HEO AOOCNDA □ ARE ~ ARE NOT HI A[HW
□ 28. CONTRACTORIS REQUIRED

TO SIGNTHISDOCUMENTAND RETURN
COPIESTO ISSUINGOFFICE.CONTRACTORAGREESTO FURNISIIAND
--- □ 29. AWARDOF CONTRACT:REF. OFFER
DATED YOUROFFER ON SOLICITATION

DELIVERALL ITEMSSIT FORTHOROTHERWISE
IDENTIFIEDABOVEAND ON ANY (BLOCKSj, INCLUDINGANY ADDITIONSORCHANGESWHICHARE
ADDITIONALSHEETSSUBJECTTO THETERMSAND CONDITIONSSPECIFIED SIT FORTHHEREIN,IS ACCEPTEDAS TO ITEMS:
30a. SIGNATURE
OF OFFEROR/CONTRACTOR ; )
b)(6)
30b. NAME ANDTITL£ OF SIGNER (Typeorprrnr) 30c. DATESIGNE:D 310.

Bradley Bumgarner
··--m
2-377-3487
r,ypeorw1r- o ,c. DATESIGNED
Bradley.Bumgarner@ed.gov DEC 17, 2013
AUTHORIZEDFORLOCALREPRODUCTION STANDARD FORM 1449 IREV.3/20I ll

PREVIOUS
EDITIONIS NOT US,\ALE Pre sen bed by GSA- FAR(48 CFR)S3.212
'°· n
"
ITEMNO. SCHEDULE
OFSUPPLIES/SERVICES "
QUANTITY UNIT "
UNITPRICE "
AMOUNT
32a.QUANTITYIN COLUMN27 HASBEEN
□ RECEIVED □ INSPECTED □ ACCEPTED,

AND CONFORMSTO THECONTRACT,
EXCEPTASNOTED:
32b. SIGNATUREOF AUTHORIZED GOVERNMENT 32c. DATE 32d. PRINTEDNAME AND TITLE OF AUTHORIZED GOVERNMENT
REPRESENTATIVE REPRESENTATIVE
32e. MAILING ADDRESSOF AUTHORIZED GOVERNMENT REPRESENTATIVE 32!. TELPHONE NUMBER OF AUTHORZED GOVERNMENT REPRESENTATIVE
32g. E-MAIL OF AUTf-lORIZED GOVERNMENT REPRESENTATIVE
33. SHIPNUMBER 34. VOUCHERNUMBER 35. AMOUNTVERIFIED 36.PAYMENT 37. CHECKNUMBER

CORRECT
FOR
IPARTIAL I jFINAL
D COMPLETE □ PARTIAL □ FINAL
36. SIRACCOUNTNO. 39. SIRVOUCHERNUMBER 40, PAID BY
41a. I CERTIFY
THISACCOUNTISCORRECT
AND PROPER
FORPAYMENT 42a. RECEIVEDBY :Pnn/J
4 1b. SIGNA!URE AND 111LE OF CERTIFYINGOf'f'ICER 4lc.DATE
42b. RECEIVEDAl (Lccalion)
42c. DATE RECD (YY!MM!D0) 142d. TOTAL CONTAINERS
STANDARDFORM1449 (REV 3120111 BACK

E D-FSA-09-D-0014/0009
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY

I UNIT UNIT PRICE $ AMOUNT $
Contracting Officer: Bradley Bumgarner, 202-377-3487,

Bradley.Bumgarner@ed.gov



None
0001 Funding for Development and Maintenance, through 1.00 SE 900,000.00 900.000.00
approximately June 30, 2014.

0202A2014.B.2014. EN B00000. 6CA.2521 A.AAJ .000.
0000.000000
$900,000.00
0002 Provide Title IV Aid Servicing, through approximately 1.00 SE 80,500,000.00 80,500,000.00
June 30, 2014.

0202A2014.B.2014.ENB00000.6CA.2521A.AB5.000.
0000.000000
$80,500,000.00
'
I
PAGE 3 OF 3 ED-FSA-09-D-0014/0009
1 Contract ID Code PaeofPaes

6 l
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 14.REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. {If applicable)
0001 JUN 12. 2014

6 ISSUED BY CODE FSA FS2 7 ADMINISTERED BY (II other than item 6) CODE
Un,ted Slates Department of Education
Federal Student A1d/M,ss,on Support Group
i See Block 6
830 First St NE - Suite 91F3 '
Was~1ngton DC 202a2
Amber Jones 202-3i7-3873 Amticr Jones@ed gov
8 NAME AND ADDRESS OF CONTRACTOR (NO .. Street Cou11try. State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x) '
-
Cage Code 41UK7
HARRISBURG PA 171021444 9B. DA TED {SEE ITEM 11)
10A MODIFICATION OF CONTRACT/ORDER NO.

' ED·FSA-CO'·D·0014:◊J09
I X
CODE 0003077 4 I FACILITY CODE DEC 17, 2013

D The above numbered solicitation Is amended as set forth in item 14 The hour and date specified for receipt of otters Is extended. Is not extended. D D
Offers must acknowledge receipt of this amendment prior to the hour and date specified m the solicitation or as amerlded. by one of the following methods:
(a} By completing items 8 and 15. and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submilled,
or (c) By separate letter or telegram which includes a reference to the sol1c1tationand amendment numbers. FAl LURE OF YOUR ACKNO\NLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted. such change may be made by telegram or letter. provided each
tele ram or letter makes reference to the sol1c1tat1onand this amendment, and Is received nor to the o enIn hour and dates ec1fied.
12, ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount. $0 001
see Schedule Modification Obligated Amount: $0.00
i 13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify ault10rity) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO IN ITEM 10A
I
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
X office, appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b).
'''------jl--------·-=====~==================~=====~------------------'
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF.
E. IMPORTANT: Contractor rx 1snot, I Is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solIcitationlcontract subject matter where feasible)
The purpose of this modification is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-09-0-0014. Task Order
0009. See Attachment
i All other terms and cond1tIons remain unchanged.

!
I Excepl as pro.:ded t,ernir,. all lerrns al\d wr1d1l1or1s ol the do~umenl relercnced rn item SA or 10,"I ris hereiofore ct,ar1ged, remains uricl1dnged and tr\ full farce and effect
Karen Gibson
202-377•4381 karen.gibson@ed.gov
I
1SB"CDNTRACTORiOFFEROR~--------c,c5Cc~D"A"T"E"S"1G=N"E"D+c1"6'B"u"N=1T"E"o"s"T"A' TES OF AMERICA 16C DATE SIGNED
- - --
b)(6) JUN 12, 2014
(Signature of person authorized to sign) 1,c,I4naure o, '--on rac 1114 u Icer)

:--JSi\ 75~0-01-152-8070 S"J.\\IHRD H)R\I 30. (RC\·. 10-83)
l'r~, 1011, Eduion unu~ahk Pr~snih~d by GSA Fi\R (.t8 (.TIO 53.1.t3
Attachment Page
The following Change Requests were funded by Line Item 0001.
CR
-
ID Amount Date CR Description
The purpose of this CR is to have contractors and !
service rs 111volvedin the plann111g.coord1nat1on and
testing of their transmirnons to ensure there isn't any
impact to their supported systems and business
during the Electronic File System (HPL4)transition to
2326 $3,120.00 \ 4/14/2014 a virtual machine.
The purpose of this CR is for service rs to continue
reporting IDRapplication data to NSLDS,based on the
modified fields contained in the new COO Repayment
2345 $19,750.00 3/24/2014 File.
The purpose of this change request is to clarify the
process to be followed by the service rs arid DMCS
when ha11dlingdisbursements/disbursement
adjustments received on loans already transferred to
2244 $33,900.00 3/18/2014 DMCS.
I The purpose of this CR is to assist with the transition
process wherein DLCSwill stop accepting new
applications for loan consolidation. FSAis closi11gout
'
the current DLCScontract with Xerox Corp and Phase
2407 $39,400.00 5/7/2014 II is the next step in that transition process.
- I
The requirements contained in the Health Care and

Education Reconcil1at1onAct of 2010 111troduceda
new vers1011of IBRfor new borrowers on or after July
1, 2014. The new version of IBRreduces monthly
payment to 10% of discretionary income and '
accelerates the loan forgiveness to 20 years. The
Federal Direct Consolidation Loan e-App impleme11ted
' 111January 2014 refers to the Studentloans.gov
repayment estimator. We therefore need to add
repayment estimates for the repayment plans for
2298 $214,050.00
consolidation loans.
4/24/29!.~~----------------·
J1
PAGE 2 OF 6 ED-FSA-09-D-001410009/0001
Attachment Page
The following Change Requests were funded by Line Item 0002.
CR
ID ! Amount Date CR Description
Serv1cersshall do a match with the DOD database to
identify active duty persorrnel for purposes of
applying active duty military benefits to eligible loan
2278 $7,480.00 i 2/27/2014 recipients.
--·---•
, The purpose of this change request Is for service rs to
' address all Performance Metrics questions in the
latest CIO Federal Information Security Management
(FISMA) Act Reporting Metrics document provided by
FSA. Initial reports from the Contractors shall be
provided in February 2014 and in August 2014 and
subsequent year's reports in August of each year.
The FISMA Reporting Metrics document will be
provided approximately ninety (90) days prior to the
due dates.
2231 $55,790.00 3/17/2014
The following Change Requests shall be incorporated into Contract Number EDS·FSA-09·0·0014, Task Order 0007.
There is no cost associated with the Change Requests below. Therefore, no funds are needed and no corresponding
Line Item is required.
Amount Date CR Description

---j---r-1-----~---
! The purpose of this Change Request is because of any
transfors or rejections NSLDSmay not have the current
servicer information at the various stages of the TPD
process. This change will ensure that the borrower's
accounts are being addressed regardless of the servicer.
04/2_1/2014__
PAGE 3 OF 6 ED-FSA-09·D·0014/000910001
Attachment Page
CR
The purpose of this change request is to have service rs

update their systems and communication with schools
to reflect current processes and eliminate obsolete
terms and procedures for the Perkins program, FFELand
Direct Loan program enrollment status reporting
requirements for schools. This change in regulations
updates current terminology (Student Status
Confirmation Report {SSCR)has been updated to
Enrollment Report) and processes and allows the
Secretary flexibility 1n specifying manner, format and
timeframe for enrollment reporting by an institution.
2265 __j __
0..:_0,0 OZ/27/2014
-------------·---
Servicers at a minimum shall follow guidance provided
1n FFEL682.411 regulations for due diligence efforts
where DL1ssilent. This includes, but is not limited to,
delinquency, final demand, skiptracing, and collection
2279 $0.00 01/10/2014 activities.
In order for FSA's CFO Accounting Division to ensure
timely and accurate LCpayments, TIVASare being asked
to populate the LCpayment date (Pay Date) of detail
purchase funding invoice records contained in the FMS
Purchase Funding Request file.
This update will eliminate the potential confusion over

when a LCpayment should be issued. and will allow
consol1dat1on service rs to include invoices with multiple
payment dates in the same file improving the efficiency
of the process. This change will also allow for an
automated payment process as part of a future
2339 $0.00 02/26/2014 initiative.
The purpose of this Change Request 1sto incorporate
the 2014 poverty guidelines recently posted by HHS.
This CRestablishes the poverty guidelines to be used by
FSA Servicers in determining how income is defined for
ll_3}5 $0.00 I -- 3/5/2014

2014, especially in establishing payment calculations for
the income-driven repayment plan.
PAGE 4 OF 6 ED-FSA-09-D-0014/0009/0001
Attachment Page
CR
The purpose of this CR is to incorporate the Secretary's
amendments to the Federal Family Education Lean
(HEL) Program regulations to include the regulatory and
statutory changes noted in the Final Rule, released in
the Federal Register on November 1, 2013. This CR
specifically addresses changes to repayment disclosures,
as well as technical and conforming changes in the FFEL
2268,_1_~$0 D
0 .D 0/ 020
0 D~+c3/ 0 3 010 4'--+_P_rn_,_,_,m_.
---------------~'
This CRestablishes the 2014 Income Contingent
Repayment (ICR)Income Percentage factors to be used
by FSAServ,cers in determining how income for single
2366 $0.00 4/14/2014 and married or head of household is defined for 2014.
The purpose of this Change Request is to replace the
Repayment Plan Selection form with 0MB Form 111845-
2260 $0.00 3/S/2014 0014, Repayment Plan Request for all FSAusers.
The purpose of this change request is to apply the

changes to the closed school discharge provisions which
specify that a borrower may qualify for a loan discharge
if the borrower withdrew from school not more than
120 days before the school closed, instead of within 90
,3.~ _i~:~Oc_-,c3c/c17c/c2c0clc4+d-a_y_s_._"'_"_"d_e_,_'_"_'_"_"_'_'_'_'_"'_'_';_o_c_s.
________ __,
The purpose of this change request is to communicate

the FY14 Financial Audit Support Requirements for loan
service rs. FSAmade changes to various sections as
detailed in each handout attached to the change
request.
2321 I so.oo 13/17/2014
PAGE 5 OF 6 ED-FSA-09-D-0014/0009/0001
SCHEDULE Continued
-- - --- ---~---~--~-------~---------,
ITEM NO SUPPLIES/SERVICES QU/1.NTITY UNIT UNIT PRICE $ II.MOUNT $
------,·-----
Contracting Officer: Karen Gibson, 202-377-4381.

karen.gibson@ed.gov



None
l_
PAGE AMERICAN
6 ED·FSA·09·D·0014/0009/0001
1 Pane of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 contract ID Code -
I 1 I 2
I 2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO, 15, PROJECT NO. (if applicable}
0002 JUL 01, 2014 I

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE I
Uniled SIales Depar.men1of Education
Federal Student Aid/Mission Suoport Group See Block 6
I 830 First S1NE· Suite 91F3
WashingtonDC 20202
I KathanPeHill 202•377-4215 katharineMl@ed.gov
!
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(X)
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007368103 ~
1200 NORTH 7TH STREET Cage Code: 41 UK7
1 OA. MODIFICATION OF CONTRACT/ORDER NO.

-0\~11)009
EC-FS~.-09-D-C
X
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D Is exter.ded, Dis not extended.
Offers must acknowledge receipt of lhis amendment prior to the hour and date specified in the sol1c1tat1onor as amended, by one of the following methods:
! (a) By completing items 8 and 15, and returning ___ copies of amendment: {b) By acknowledging receipt of this amendment on each copy of the offer subm1Ued;
YOUR OFFER. If by virtue of this amendment your desire lo change an offer already submitted, suci1 change may be made by telegram or letter. provided each
' . ' . ' ' ' . ·- - .
tele- - ram or letter makes reference lo 1he sol1c1tatmnand \his amendment, anc! Is received nor to the o enIn hour and dates eClfied.
12.ACCOUNTING AND APPROPRIATION DATA (If required} Modification Amount: $0.00
: See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
rx
6. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES {such as changes in paying
office. appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103\b).
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:-

52.212-4 Contract Terms and Conditions• Cmmercial Items (Mar 2009) - TAILORED
D. OTHER (Specify type of modification and authonty)
E. IMPORTANT: Contractor I is not, fx Is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject niatter where feasible)
The purpose of this Modification 0002 to Contract Number ED-FSA-09-D-0014, Task Order 0009 is to extend the period of performance. The new
period ofpertormance will be from December 17, 2013 to July 31, 2014.
All Other Terms and Conditions Remain Unchanged.
Except ao pro·,ided heroin. all term, and cond,~ons ol the docurnoc.l referenced in Item 9A or 10A, as heretofore change~. rcm,1ins ur1c!,"nyed and :n full force and effect
15A. NAME AND TITLE 9,f.SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
f'\-\ - I\\· l.1 \ -;\-...__,
"-~~'<.....::
r. Angie Smith
I1 ,!-..J:'.::_I(!
,vi.,-·, _ _>-~,:~~--·,~ . I. .. 202-377-4016 angie.smith@ed gov
r:-;);· ~ ·-:--..,.,..;,:;1·I,,.··-~,·,"~-')
I\.,1,,_,._,_\
-l-·r ,,...,.--,.. ,I0in.,,I "-..'.
, ,--\\..,! ..,,, _,, • ._-:: 1 1 .,,,_ ,..-~ ..
..,;,··'•,•.,"'(''
_ .. ,.-.; 1--1:·,,_;/1,1,i-
156. CONTE4i:~T-08!..?FFEROR. - li~5~chJ□):AT~Et,;Sfc1G1NiEE1□4,~>~6~8~.
"".;c'.;';~:':'::':'::'"""r U~N~l~TE~D~S~T
A~T~E~S~O;F~A~Ci~E~R~ICA ____j 16C DATE SIGNED
(b)(6) =. /4 ..;· I 1
,:· (b)(6) 1--- I

,z.,f
JUN )..-9:2014
l. {'I,, "I/'(
(Signature of person authorized to sign) (Si ·.iture of Contracting Officer)
t-:SN 75"10-01-152-8070 SI Al'iflARD FORi\130. (Rev. 10--83)

Previous Fdition unus,1hlc Prcscr!b~<l by GSA FAR (48 CFR) 53.243
SCHEDULE Continued
ITEM NO_ $\JPPLIESJSERVICES QUANTITY UNIT UNIT PRICE S AMOUNT $
Contracting Officer· Angie Smith, 202-377-4016,

angie.smith@ed.gov


Alternate Technical Point of Contact{s}:

None
PAGE 2 OF 2 ED-FSA-09-D-0014/0009/0002
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11 Contract ID Code ~ge of Panes I

1 I 2
2. AMENDMENT MODIFICATION NO 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable)
0003 JUL 01, 2014 EDOFSA-14-000521
Federal Student Aid/Mission Support Group See Block 6
830 First St NE. Su,te 91F3
Washington DC 20202
Kathanne H,ll 202•3774215 katharine.h1ll@ed.gov
I 8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007368103 (x)
~
Cage Code: 41UK7
' 10A. MODIFICATION OF CONTRACT/ORDER NO.

ED-FSA-09--0-00
1410009
X
I
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers is extended, Dis D
not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:
{a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
telenram or letter makes reference to the solicitation and this amendment. and is received rrior to the orieninn hour and dale snecified.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $7,300,000.00
See Schedule Modification Obligated Amount: $7,300,000.00
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
' D. OTHER (Specify type of modification and authority)
X Funding Only
E IMPORTANT: Contractor IX is not, I is required to sign this document and return copies to the issuing office. I
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible)
The purpose of this modification is to provide additional funding for Title IV Aid Servicing and development and maintenance, through
approximately July 31, 2014. The total contract value is increased by $7,300,000 from $81,400,000 to $88,700,000.
All Other Terms and Conditions Remain Unchanged.
Except as provrded herein, all terms and cand,1,ons of lhc Cocurrmrt mbcnced 1nitem 9A or 10A as heretofore char.gad. rem.sirs unchanged and 1nfull force ar.d ef!ect
15A. NAME AND TITLE OF SIGNER (Type or print) I 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
'Angie Smith
,202-377.4016 angie.smilh@ed.gov
I
I
-·15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED, 16B. UNITED STATES OF AMERICA
-
16C. DATE SIGNED
'
b)(6)
'I JUL 10, 2014
'
~
(Signature of person authorized lo sign)
\/SN 75,I0-01·152-8070 ST.-\\'fl.-\RI) FOR:\! 30. (Re,. 10-83)

Prnious Edition unusabk Prescribed b: GSA !'AR (-18Cl-I{} 53.243
SCHEDULE Continued
ITEM NO. SUPPLIESISER\flCES QUANTITY UNIT UNIT PRICE S AMOUNT S

angie.smith@ed.gov



None
(New Line Item)

0029 Provide Title IV Aid Servicing, through approximately July 1.00 SE 7,200,000.00 7,200,000.00
31,2014

0202M2014.A.2014. EN B00000. 6N5 .2521A.ABS .000.
0000.000000
$7,200,000.00
(New Line Item)
0030 Funding for Development and Maintenance, through 1.00 SE 100,000.00 100,000.00
approximately July 31, 2014

0202M2014 .A.2014. ENB00000 .6N 5. 2521 A.AAJ .000 _
0000.000000
$100,000.00
'

PAGEAND
2 ED-FSA-09-D-0014/0009/0003
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11 Contract 10 Code I Pa□ eofPa~

I 1 I 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15 PROJECT NO. (1f applicable)
I 0004 JUL 24, 2014
'
6. ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other than item 6) CODE
Federal Student A1diM1ss1onSuppor\ Group See Block 6
830 First St NE - Su,te 91F3
Washrngton DC 20202
Amber Jones 202-377·3873 Amber Jones@ed gov
I
8, NAME AND ADDRESS OF CONTRACTOR (NO .. Street, Country, Stale and ZIP Code) 9A AMENDMENT OF SOLICITATION NO
(,)
~

HARRISBURG PA 171021444 98. DA TED (SEE ITEM 11)
I
ED-FSA-09-D-001~ :OQ:J9
X
108. DATED {SEE ITEM 13)
11. TH!S ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solic1ta1ionis amended as set forth in item 14. The hour and dale specified for receipt of offers D Is extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified In the solicitation or as amended, by one of the following metl1ods:
(a} By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt or this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the sol1c1tat1onand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or letter. provided each
telenram or letter makes reference to !he solicitation and this amendment, and is received nrior to the onenin" hour and date snecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modificatron Amount: $0.00
See Schedule Modification Obligated Amount: $0.00
Check One A. THIS CHANGE.ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
!
X office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b)
: C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:
.
D. OTHER (Specify type of modificatmn and authority}
E IMPORTANT Contractor IX Is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicitation/contract subject matter where feasible)
The pur pose of this modification is to mcor porate the followin g Chan ge Re q uest CR into Contract Number ED-FSA-09-0014, Task Order 0009.
See Attachment
All other terms and condIt1ons remain unchanged.
Except as prnv,dect herein, alll terms amf condItIons of the document referenced ,n Ilem 9A or 10A, ,,. heretofore c.hangect, rcmoIns unchanged and •n full force and effect
15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER ffype or print)
Karen Gibson
202-377•4381 karen.g1bson@ed.gov
15B. CONTRACTOR.IOFFER,0 0=R_______ _ 15C. DATE SIG.NED 16B UNITED STATES OF AMERICA I 16C. DATE SIGNED
I
JUL 24, 2014

(s'1nnature at C~ntract1nn Officer)
NSN 75.J0.0l-152-8070 ST,\:\'D,-\IW FOni\130. {Rev. 10-83)
l'rc1·irius Edition unu~ablc l'rc~cribc<l b) GSA FAR (./8 CFR) 53 2-13
Attachment Page
The followrng Change Requests were funded by Line Item 0001.
CR
The purpose of this change request is to ensure that
active duty personnel are receivrng the active duty
2409 $4,000.00 5/20/2014 student loan benefits they are entitled to receive.
I
'
The purpose of this Change Request is to implement an
'
i email campaign to target borrowers that are 60-90 days
2373 : $6,640.00 6/9/2014 delinquent and then again at 240 days delinquent.
The following Change Requests shall be incorporated into Contract Number EDS-FSA-09-D-0014, Task Order 0009.
Line Item Is required.
CR
For consolidation adjustments received from FSAwhere
consolidation adjustment was a result of a change to an
underlying loan not in existence at an active se1Vicer,
servicers will need to perform additional activity to report
2373 $0.00 5/7/2014 financial information for the underlying loan,
The servicer shall replace the expired Military Service and

Post Active Duty Student Deferment Request Form in
their system(s) with the updated Military Service and Post
2410 $0.00 S/22/2014 Active Duty Student Deferment Request Form.
This change request is to provide COD and all service rs

with the new interest rates for loans disbursed on or after
July 1, 2014 and through June 30, 2015, and to make sure
2661 $0.00 6/2/2014 that they are updated.
The servicer must replace the existing IDR Plan Reqllest

Form wherever it is currently posted on-line, provided to
borrowers and otherwise made available to the public.
The existing form must be replaced with the new IDR Plan
2623 $0.00 6/!6/2014 Request form.
PAGE 2 OF 3 ED-FSA-09-D-00141000910004
SCHEDULE Continued
ITEM NO, $UPPLIE$iSERVICES QUANTITY AMOUNT S
~
_u~--- UNITP_,_'°_'_'~-,

karen.gibson@ed.gov


Patrice.Wash1ngton@ed.gov

None

PAGE AMERICAN
3 ED-FSA-09-D-001410009/0004
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11 ,.contract to code Paaeo!Paa_e~_

1 I ,
2. AMENDMENT MODIFICATION NO. I:3- EFFECTIVE DATE 14.REQUISITION/f-'Uf~CHASE REQ. NO. I S. PROJECT NO. (if applicable)
0005 AUG 01, 2014 EDOFSA-14-000610

~6-. l"S"S"U'E"D"e"Y~-~~~----~cdoE- FSA-FS2 7, ADMINISTERED 13Y(\I other H,an item 6) CODE
United Slates Dep~rtrnenl of Educution
Federal $Iuden1A,d/M1ssion SupportG,oup See Block 6
8JO Flrsl SI NE· su,le 91F3
\Nas~1ng1on DC 20202
Amoor Jones 202-377-3073 Amlier,J(>(les@ed gos
8. NAME AND ADDRESS OF CONTR!\CT6R (NO., Street, Country, State and ZIP Code)
-· 9A. AMENDMENT OF SOLICITATION NO.
(x)
~
1200 NOHTH 7TH STREET Cage Code: 41UK7

1-'INANCIAL MANAGEMENT 5TH FLOOR
----·
10A. MOD!FICATION OF CONrnACT/ORDE\~ NO.

I C.).FS,\-O'l-D-OC1,lil:m '
X i
I 101:l.DAfl::D (Sl::E ITEM 13)
CODE 0003077 4 I FACILITY CODE I DEC 17, 2013 !
.
D The above number('d solicitation Is amended as set for1h in item 14, The hour ,;mddate specified for receipt of offers D ls extended, Dis not extended.
Offers must acknowle<Jgereceipl of this amendment prior to the hour and dale specified in the solicitation or as amended. by one oft he following methods·
(a) Oy completing items 8 and 15, and returning-~~-- copies of amendment: (b) By acknowledging receip1 of lh1s amendment on each copy of the offer submitted,
or (c) l:ly separate letter or telagram which includes a reference 101hesolicItatIon and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
HECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by vlr1uo of this amondmont your do sire to change an o1feralready submitted, such change may be made by telegram or letter. provided each
tel ram or letter makes reference to lhe solicitation and_1hisamendment. am! is received erior to lhe oeenIng hour and date s~c1fied. I
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $12 806,176.001
Modification Obligated Amount: $12,806,176 00
See Schedule
-
Check One A. TlllS CHANGE ORDER IS ISSUED PURSUANT TO: {Specify auuloi1i\i).iHE CHANGES SET FbRT~flN itEM 14-ARi\-MADE IN Tl-IE
CONTf<ACT ORDER NO. IN ITEM 10A
'
' B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANG[S (such as changes in paying
office, appropria1ior1date, ate) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b}.
-----··--
I
X 52.212-4 Contract Terms and Conditions - Commercial Items {Mar 2009) - TAILORED
D. OTHER (Specify type of modificalion and authority)
~--- -----
E IMPORTANT: Contractor I
is not, fx is required to sign this document and return copies to the issuing office.
'
14 DESCl<IPTION OF AMENDMENT/MODIFICATION (Organized by UCF seclion headings, including solicitation/contract subject matler where feasible)
SEE PAGE 2 OF 3 FOR MODIFICAT!ON DESCRIPTION

i
fxcev! a, prusKle<Jl1e,e1n,ttll lerms aml cur,~,liun, aflhe ~u'"'-Jrnen!rnfe<eoce-din rlelfl gA"' 10A, as ho,ola!C<o chanJod, rcniabs unchangccl ,ind in Jul fC<~eand efroct
15A.NAME AND TITLE OF SIGNER(T"ype ·or·pi(n-,1--·------~-c,c5cA-."N"A"N"1'"· 0r0,0r 0, 0, 0o0,"c""o"N"T"R"A"c"r"""o=o
"A"N°o 0,0,0,c=,0e0(0Ty
0pe~o
0,0p=rint}
"a.,,,l
J_) .,
( C. t-Jtr'fle.,. Angle Smith
?02,377-4016 angle.smith@od.gov
V,tl Ji'IJ,f/;,if,,7//4,,,.,j't,e,i:.,"J
. ,SB CONTRACTOR/OFFEROR .... ··:::/A/T:IGNEO '6B(b)U(BN)ITED
STATES OF AMERlCA 16C. DATE SIGNED
.. Jb)(Bi"... . . . /I,, "I
I JUL 31, 2014
•
(Signature of person authonzed to sign)
'\SN 75~0-01-152-8070
1 sI afu(e <;llConfraclm□ tlfficer) I
ST.'\ND.-\RD FORM JO. (Rn. 10-83)
l'r,:vious Edition UIH!S~ble Prescribed by USA FAR (•\8 CFR) 53.2,13
Continuation Page
The purpose of this Modification 0005 to Contract Number ED-FSA-09-D-0014, Task Order 0009 is to:
1. Extend the period of petiormance. The new period of performance will be from December 17, 2013 to
August 31, 2014.
2. Provide additional funding for Title IV Aid servicing and development & maintenance. The total contract
value is increased by $12,806,176.00 from $88,700,000.00 to $101,506,176.00.
PAGE 2 OF 3 ED-FSA·09-D-0014/0009/0005
[ llEMNO,
.....-
U PPLIESiSER\IICES
SCHEDULE Continued
----------·-
~ANTITY --1
-------,-
UNIT UNIT PRICE 5 AMOUNT$
'
Contracting omcer· A ngie Smith, 202-377-4016,
angie smith@ed.gov
Primal'j Contracting 0 fficer Representative: Tammy

Connelly, 202.377.32 98, tammy.connelly@ed.gov
'
Alternate Contracting Officer Reprcscntat1ve(s): '
'I
Lynn Smith, 202.377. 3577, lynn.smith@ed.gov
I
Patrice Washington, (202) 377-3845, I
Pa1rice.Washington@ ed.gov
!
Primary Technical Po int of Contact: None
Alternate Technical Poinl of Contact(s): !

None
{New Linc Item)

0031 Provide Tille IV Aids ervicing, through approximately 1.00 SE 12.606,526.00i 12,606,526.00
August31,2014.
Accounting and Appr opriation Data:

0202M2014.A.2014.E NB00000.6N5.2521A.AB5.000.
0000.000000
$12,606,526.00
1(New Line Item)
0032 Provide funding for Development and Maintenance. 1.00 SE 199,650.00 199,650.00
through approximately Austust 31, 2014.
Accounting and AppropnaMn Data:

0202M2014 .A.2014. EN B00000 .6N5.2521 A.AAJ .000.
0000.000000
$199,650.00
PAGE 3 OF 3 ED-FSA-09-D-0014/0009/000G
0005 SFI' 19 2014

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DEC 17 2.T?
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13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED JN ITEM 14.
PUR:-;u;\~I"~ 1::- ,Sr,fc.t, J,1:h~·,ty, Tl 11·C1-;';,."fr-,E'.i",t::T 1·G1<T!- •J 11':::'-.11~.'li{t: r.P.l:-1: IN I1-i-:
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,S ·1ct XIS ren,.1rcd !:J SIQ'l \')'S j:)CU11ent and ·~u·n
--~-~~
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12,:2-777-4230
(b)(6)
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1•,~•c:•i'x I_,, l ,~-\ I· ·\J\ 1,JX( I-fl.!~' ~-I\
Continuation Page
The purpose of this modification is to de-obligate excess funds from Contract Number ED-FSA-09-O-0014,
Task Order 0009 as described below:
1. De-Obligate $458,050.00 from Line Item 0001.

2. De-Obligate $26,230.00 from Line Item 0030.
3. De-Obligate $2,060,559.03 from Line Item 31
4. De-Obligate $152,960.00 from Line Item 32
The total contract value is decreased by $2,697,799.03 from $101,506,176.00 to $98,808,376.97.
PAGE 2 OF 3 EJ-FSA-09-D-0014/0009/0006
SCHEDULE Continued
------
' ITEM NO. Sl.!PPLIES.'SERVICES QUANTITY UNIT UNIT PRICE $ AMOU~ T S
Con:racting Office:· Karen Gibson, 2C2-377-4381,

k:aren.gibson@ed.gov
Frirnary Contracting Officer Rcprcsc1tativo· Tar1r,iy

Connolly, 202.377.3298, ta11:ny.con·1elly@ed.gov
Alternate Contracting Offcer Representat1ve(s):

Lynn Smilh, 202-377-3577, lynn.sr'lilf·,@ed.gov
Patr:ce \/Vash;ng:on, (202) 377-3e45,
f-'atrice.Washi·1gton@ed.gov
Primary Technical Point of Contact: r-..one
Alternate Technical Point of Contact(s)·

No:ie
(Changed L.ne lte11)

0001 De-obligation of fu1cs ($458,050.00) 1.00 SE 441,950.CO 441,950.00
Accounting end Appropriation Da•.a:

0202A2014. B.2C14.EN B00000. 6CA.2521 A.MJ. 00 0.
0000.000000
$441,950.00
(Changed Line Item)

0030 De-obligation of funds ($26,230.00) 1.00 SE 73,770.00 73,770.00
Accoun:ing and Appropriation Data:

0202M2014.A.2C 14.ENB00-000. 6 N5.2521 A.AAJ. 000 !
0000.000COO
$73,770.00
(Changed Line lter-1)
0031 De-obligation of bnds ($2,060,559.03) 1.00 SE 10.545,966.97 10,545,966.97
Accounting and /\ppropriat:on Data: '

0202M2014.A.2014. EN 800000. 6 N5. 2521 A.ABS. 000. '
0000.000000
$10,545,966.97
(Changed Line lt0m)
0032 De-obi gation of frnds ($152,960.00) 1.00 SE 46,690 00 46,690.00
Accounting and Approp-,ation Data:

0202M201 !. A 20 14.EN BC0000.61'\5.2521 A.MJ _000.
0000.000000
$46,690.00
''
i .
PAG[ 3 OF 3 rn-FSA-09-0-0014/000910006

! 1 Contract ID Code f_Eag f
e ot ag:s
1
'
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO 15PROJECT NO. {if applicable)
0007 NOV 04, 2014
6. ISSUED BY CODE FSA-FS2 7, ADMINISTERED BY (If other tha11item 6) CODE
U111tedStates Oepa'1ment of Education '
Federal Student A1d/Miss1on Support Group See Block 6
830 Forst St NE - Suite 91F3
Washmgton DC 20202
Katharine Hill 202-377--4215 katharme h1ll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS: 007368103 (X)
~

HARRISBURG PA 171021444 9B DATED (SEE ITEM 11)
'i
og..
ED-FSA- [}.001~ ,o:,og
X
CODE 0003077 4 -iFACILITY CODE DEC 17, 2013
D The above numbered solicitation is amended as set forth In item 14. The hour and date specified for receipt of offers D is extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and dale specified in the solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15. and returning ___ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telenram or letter makes reference to the sol1citat1onand this amendment. and is received nrior to the oneninn hour and date snec1fied
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $0.00
See Schedule ModI'fIcatIon Obi'Iga tedA moun: I $000
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO, AS DESCRIBED IN ITEM 14,
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
'I
X office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
I
E. IMPORTANT. Contractor IX Is not, I Is required to sign this document and return copies to the IssU1ng office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, includmg solic1tation/contract subject matler where feasible)
The purpose of this modification is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-09-D-0014, Task Order
0009 See Attachment
All other terms and condit1ons remain unchanged.
Except as prov,cJeOherein al; terms and cond1l1onsor the document refcrenceO ,n ,tern 9A or WA. as heretofore changcO, rema,ns unchanged and ,n [ull force and ef!ect
Karen Gibson
202•377-4381 karen.gibson@ed.gov
--1.filL
C_ONTRACTO=RclDcFoFaEaRcDcR~----- 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA I 16C. DATE SIGNED
b)(6)
NOV 04, 2014
! (Signature of person authorized to sign)

( i nature of Contractinn Officer
J\SN 75..\0-01-152-8070 ST.\:'\IHRI) FOR:\130. {Re". 10-83)
l'rc, iou, Edition unu,abk l'rc,cribcd by GSA F,\R (..\8 CTR) 53.2..\3
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
Order 0009 funded by Line Item 0001
i CRID Cost ATO Date CR Description
The purpose of this CR is to clarify the process used to apply

the Service Members Civil Relief Act ("SCRA"). 50 U.S.C. app. '
2658 $10.700.00 7/8/2014 §§ 501-597b, which provides protections for active duty
service members to enable them to focus on their military
service.
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
CR ID Cost ATO Date CR Description
FSAseeks a solution for data providers to provide the posting

date for loan discharges and loan forgiveness. Federal loan
2679 $8,050.00 7/1/2014 servicers, DMCS and TPD report the effective date of a
d1schMge or loan forgiveness to NSLDScurrently. The '
effective date for most discharges occurs in the past.
--
FSArequested a one-time cleiln-up on accounts transferred
from the ACESportfolio that had 1) a CAP or CAP reversal
2694 $18,440.00 8/4/2014 missing because it was not processed on the borrower
account timely, ilnd/or 2) an interest adjustment missing from
fixing an error on an interest rate table.
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014. Task
i
This CR ,s a companion to CR2244 submitted 1nOctober 2013,
to clarify the process to be followed by the service rs and
2372 $46,690.00 8/1/2014
DMCS to compile and send spreadsheets containing
transactions.
~-
PAGE 2 OF 4 EO-FSA-09-0-0014/0009/0007
Attachment Page
The following Ch;:inge Requests shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
Order 0009. There is no cost associated with the Change Requests below. Therefore. no funds ;:ire
CR 10 Cost ATO Date CR Description
This Change Request provides revised Treasury Report on

2670 $0.00 7/9/2014 Receivables (TROR)specifications, including a revised Non-
Default Loan Servicer TRORTemplate.
I
The purpose of this CRis to have a procedural change that will

allow the servIcers to have ;:i consistent use of the "Borrower
2729 $0.00 8/4/2014
Accrued Interest" field where the ;:imount would cap at the
next capping event on the new servicer's ,ystem.
The purpose of this Change Request (CR) Is to correct the

inconsistencies currently found in the data population in the
I existing file layout. This CR also introduces a data population
2735 $0.00 8/1/2014
for the new fields (i.e. Country Name, State/Province). Also,
the current guidelines for State=FC will be modified within
FMS file l;:iyout.
'
'
PAGE 3 OF 4 ED-FSA-09-D-0014/0009/0007
--
SCHEDULE Continued
------
ITEM NO. SUPPLIES /SERVICES QUANTITY UNIT i UNIT PRICE S AMOUNT S
-- ~
Contracting Officer: Karen G ibson, 202-377-4381,

karen.gibson@ed.gov

Connelly, 202.377.3298, tam my.connelly@ed.gov
Alternate Contracting Officer Representative( s ):

Lynn Smith, 202-377-3577, Iynn.smith@ed.gov
Patrice Washington, (202) 37 7-3845,
Patrice Washington@ed.go
'
'
None
' '
'

PAGEAND AMERICAN
4 ED-FSA-09-D-0014/0009i0007
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT Contract ID Code ~farie of Panes 11
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVEDATE 4. REQUISITION/PURCHASE REQ NO
1
5 PROJECT NO (tf applicable)
I •
000B APR 04, 2017
6. ISSUED BY CODE FSA.FS2 7. ADMINISTERED BY (If other than i1em6) CODE
630 First St NE· Su,te 91 F3
Washmg1onDC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO., Slreet, Counlry, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO
1200 NORTH 7TH STREET r--
Cage Code; 41UK7
FINANCIAL MANAGEMENT5TH FLOOR
HARRISBURG PA 171021444 98 DATED(SEE ITEM 11)
1QA MODIFICATIONOF CONTRACT/ORDERND

ED-FSA-09.D-001410009
X
D The above numbered solicitaUon is amended as se1forth in item 14. The hour and date specified for receipt of offers D is extended, Dis not extended
Offers must acknowledge receipt of this amendment prior to the hour and dale specified in the solicitation or as amended. by one of the following methods
(a) By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted
or (c) By separate letter or telegram which includes a reference lo the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submi1ted, such change may be made by telegram or letter, provided each
telegram or letter makes rererence to the solici1ation and this amendment. and is received prior to the opening hour and dale specified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount. $0 00
See Schedule Modification Obligated Amount. $0 00
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTSfORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b).
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF·

X FAR Subpart 4.804-1 Closeout by the Office Administering
the Contract
E. IMPORTANT: Contractor I is not, Ix is required to sign this document and return copies to the issuing office
The purpose of this modification is to closeout Contract Number ED-FSA-09-D-0014 Task Order 0009. All invoices have been received and paid
and $0.00 funds remain.
!_!"ledocumentre!erenc.edIn nem SA or 10A. as lteretoro,e chan~ed,1emaInsunchanvedand in full torce and elteci

Eicept as provided lterein, all terms and c:oodnIons_o!
'Dun1e,\ L. \JJ.e.1CJ\e. ~Q2':31~~h3i~ Karen Mahon@ed.gov
& \I 11'.L :j),<'s,oen+- 1-GdLfxtn

2>::.,1~0111
158. CONTRACTOR/OFFEROR ' I 15C. DATE SEO' 16B. UNITED STATES OF AMERICA 16C DATE SIGNED
Jb)(B) " I IJ/J~/7 . ·····- -- -- APR04,2017

(Signature of Contracting Officer)
.JSN 7540-01-152-8070 STANDARD FORM 30. (Re,·. l0-83)
)revious Edition unusable Prescribed by GSA FAR (48 CFR) 53 243
U.S.Department of Education
WashirJJ,ton,DC 20202
CON_TRACTO_R.1_~EASE
Pursuant to the terms of Contract No;ED-FSA-02-D·0014/0009,md In consideration of the sum ornlnety•elgltt

mlU!on,eight hundred eight thousand, three hundred seventy-st,,:dollars and nlnety•sevencents ($98,11011,376.97),
which has been or ls to be paid under the said rontract to PennsylvaniaHigherEducationAss!J;t.inceAgency
(herer,fterco//cd/he Cr,ntroctorJ,the Contractor,upon payment of the sald sum by the UnitedStates or Amerkn,
Department of EduC'iltion, Officeof Federal Student Aid(herelnrzfterwiled the Government),does re misc, release,
and discharge the Government,lts officers,agents, and employees from all liabllltles,obUgatlonsand claimsarising
out of or under the said contract. except:
l) Specifiedclalms stated In exact amounts, or In estimated amounts when the exact amounts are not known:
2) Claims(/ncfud/ng reoscmob/e incidentalexpenses) based upon the liabilitiescf the contr.lctor to third
parties arising out of the performanct' orthe said contract, which are not known to the Contractor on the
date orthe c;,iecutjonor this release omdof which the Contractori:lves notice ln writing to the Contracting
Officerwithin the period specified In lhe said contract
3) Claimsfor reimbursement of costs, Includingreasonable Incidental e.i:peTises, Incurred by the Contract11r

under the patent clauses of the said contract, but excludingany e;,ipenscsarising from the Contractor's
indemnificationof the Governmentagainst patent llabi111y,
The Contractoragrees, in ronncctlon with patent matters and with claims which are TIOtreleased as set forthabove,
w tlie ContractingOfficer.ind rel;itlngto the
that he will complywith all of the provisions relating to notilir;.itloTI
defense or prosecution of litigation. The Contractorfurther agrees, pursuant to the audit and acrountlng provisions
or the conlTactthat the amount of any sustained audit exceplhHls resulting from any s1ibsequentaudit by the
Governmentwill be rerunded to the Feder.ii Government The refund, If any, will be made within thirty (30) days
alter the exception hil5been S115tained.
year .llP..}7
In wllness whereof, this release has beena."'"~'';ru~•~•~d~~~•~•.a!JS:{e:=-"d~•Yl'.."'c'=fi'f"-•c"1
'~
____
(b)(6)
.,,-{_
_______ _,_
CERTIF.ICA.i'iON
I. ..JLa.Wll<reoniS•••e••••---------- certify that! am the Federal Cont:racrManaeer

(0/TiclaJTitle)
orthe Pe:nnsvlvanlaHigherEducation AsslmaceAeency

(Organlzotlon)
named as Contractor In the foregoingassignment; that,~••••DllloeluC

•.,Wu•al•RI<•---------- who
signed said release on behalf or the Contractor was th~n _s.ccVul•"~PureaS•ld•••D•t

_______ ; that said re leas~
(Offi,irzfTitle)
was duly signed ror and on behalf or said organlzaUonby authority of its governingbody and ls within the scope of
(b)(6)
its legallyvested powers.
SEAL
[Si.! cure)
I I
EDFORMCCS-001,6/87
PAGE 2 OF 4 ED-FSA-09·0-00141000910008
,._UdL.11111 .. IU l""d~ ..
U.S.Department of Educ.illon
~ ·---- Washl"5:ton,DC20202 __________
CONTRACTOR'SASSIGNMENTOF REFUNDS,REBATES,CREDITSAND OTHER AMOUNTS
Pursuant to the terms or contract No. ED-FSA·09·D·0014/0009 and In consideration of the reimbursement of
costs and payment orree {I/ any), as provltlcd for In the said contract and any assignment thereunder,
Pennsylvanta Higher Education Assist.Ince Agency (Hereinaftercalledthe Contractor}does hereby;
1) Assign, transfer, set over and release to tl,e United States of Amcrlca, Department ofEducallon
(he~lnafur called the Governmeni) a!l refunds, rebates, credits and other amounts (Including any
interest thereon) :irising out of the perfonnancc orthc said contract together with all the rights of
action accrued or which may hcreJrter accrue from these transactions
2) Agree to take whatever action may be 11ccessaryto effect prompt collection of all refunds, rebates,
credits and other amounts (including any Interest lhe~an) due orwhkh may become due, and to
promptly forward 10 the Contracting Officer amounts (made payable tn the U.S. Oepartme11tof
E"dunir/on)for any proceeds so collected The reasonable costs of any such action to clJect collection
shall constitute allowable costs when approved by the Contracting Officer .-s stated In the said
contract and may be applied to red lice any amounts otherwise payable to the Government under the
terms of this assignment
3) Agree to cooperate fully with the Government as to any claim or suit in connection with refllnds,
re bales, credits and other amounts due (induding any lnte~t thereon); to execute any pro lest.
pleading. application, power of attorney, or other paper:s pertaining to these items; and to permit the
Government to reprl?sent him at any hearing, trial. or other proceeding arising out of such claim or
suit.
, year 2s!..J.
7
CERTIFICATION
l,_cfWawuoree•cSSw•••ttL
__________ mt!ly th;it I ;imthe Federal(gotract Mapijgec
(DfPdal Tit/~)
ofthe Peoowlv;mla
HirberEducation
Asslmnc:Arrnrv
{O'Ji'onlzatlo11)
namedas Contractor Inthe foregoingassignment; that _DDaa•tllrOISCCWW,eSlr•lrc_

_________ who
signedSi!ldasslgnmenton behalf of the Contractor was then ~5Lr,,Yalc,,,P,n,c>wida•a•cl

_____ ~; thats;ild assignment
(Officlu/Tr/le)
was dulysignedfor and on beh:ilfofsa!d o~nliaUon by ;iutllorltyoflu govem Ingbody and Is within the scope or
Us lepllyvested powers. (b)(6)
SEAL
(J
ED FORMGCS-002,6/87
PAGE 3 OF 4 ED-FSA-09-0-001410009/0008
SCHEDULE Continued OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
ITEMNO. SUPPLIES/SERVICES QUANTITY 1 UNIT
T UNJTPRICE S AMOUNT $
1'
'
Contracting Officer: Karen Mahon, 202-377-4381,
Karen.Mahon@ed.gov
1i
Primary Contracting Officer Representative: Lynn Smith,
202-377-3577, lynn.smilh@ed.gov

Primary Technical Point of Contact Lawrence Porter,

202-906-9882, Lawrence.Porter@ed.gov

None
PAGE 4 OF 4 ED-FSA-09-D-0014/0009/0008
SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS I. HEQUl'>ITIONNUMBER PAGE 1,e 3

OFFERORTO COMPLETEBLOCKS12, 17, 23, 24, & 30 EDOFSA-14-000102
2.CONTHACT NO. 3. AWAHDlfffE(TIVE ~-ORDEANUMBER 5. SOLICITATION
NUMBER 6. SOLICITATIONISSUE
DATE DATE
ED-FSA-09-0-0014 0010
JAN 01, 2014
a. NAME b. TELEPHONE
NUMBER (No co/leer 8. OFFERDUEDATE/
►
7. FOR SOLICITATION Angie Smith wr!,! LOCALTIME
INFORMATIONCALL: 202-377-4016
angie.smith@ed.gov
9. ISSUEDBY CODE I FSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE: % FOR:
Ur11tedStJtes De;>artmentof Educat,on D SMALL BUSINESS □ WOMEN-OWNED SMALL
Federal Student A,d/Mission Support Grou,i BUSINESS (WOSB)
□
HUBZONE SMALL
830 F,rst St NE - Suite 91 F3
Washington DC 20202
BUSINESS D WOMEN-01\'N::"DS).IALLBUSINESS NAICS·
i"CONO~IICALL y DISADVANTAGED
□
SERVICE-DISABLED (ECIWOSB)
VETERAN-OWNED SIZE STANDARD:
n DELIVERYFOR FOBDESTINA- 12. DISCOUNT
TERMS 13a. THISCONTRACTISA 13b RATING
TION UNLESSBLOCKIS
MARKED
O Days □ RATEDORDERUNDER
DPAS(15 cm 700)
0% 14. MITH OD OF SOLICITATION
□ Net30
□ eeo
□ □
SEESCHEDULE
15.DELIVERTO CODE FSA-FS2 16. ADMINISTERED
BY
'"
CODE
RFP
IFSA-FS2
Un,:edSules Deµarlmeotof Educaton
un,tcd States DcpJrtmcnt of Education
Federal Stcde,ilA dl\'iss,or, Suppo,tG,ouo
83~ first St NE· Su '.e91F3
W~slirnytonDC 2D202 830 F,rst St NE - Swte 91F3
Wash,ng:on DC 20202
17a CONTRACTOR/ co □ E 100030774 I FACILITY 18a. PAYMENTWILL BEMADE BY CODE IFSA-BUD

OFFEROR. CODE
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group/lnvo,ce Ad min
1200 NORTH 7TH STREET US OopJrtmcnl of Educat1on/FSAICFO/BG/FSM
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE, Suite 54B1
HARRISBURG PA 171021·144 Washington DC 20202·0001
CAGE: 41UK7
TIN. 231693362 DUNS: 007368103
TELEPHONE
NO
□ 17b.CHECKIF REMITTA~ICE AND PUTSUCHADDRESSIN
IS DIFFERENT 180. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
□ SEEADDENDUM
n n
"
ITEMNO. SCHEDULE "
OF SUPPLIES/SERVICES "
QUANTITY UNIT UNIT PRICE "
AMOUNT
/U,c Reverseand/or AtrachAddirionalSheer, os Nece55a,y)

25. ACCOUNTINGAND J\PPROPRIJ\TION
DAT/\ 26 TOTALAWARDAMOUNT (ForGovr.UseOnly)
L,J 27,l SCL!CIT,\T
ONINCORPORATES FAR52 212-1. 51212-4 rAR52.212-l
3Y liEfERENCE ,\NJ 52 211-5 ME ,\TTACHED i,DDENJ,\
□ 2/b CONTR,\CTiPURC~ASCCRDEil.NCORPCR,\TESB\' REfERE~C£r,,R 52 212-4. r,\R s, 21,-s ISA"'T,1[HEJ ADDENDA
□ ARC u AHc ~01 AllA(~ED
"
□ 28. CONTRACTOR ISREQUIRED

TO SIGNHIIS DOCUMENTAND RETURN
COPIESTO ISSUINGOFFICE CONTRACTORAGREES TO FURNISHAND
--- □ 29. AWARDOF CONTRACT:REF. OFFER
DATED YOUROFFERON SOLICITATION

DELIVERAll ITEMSSIT FORTHOROTHERWISEIDENTIFIEDABOVEAND ON ANY (BLOCKS).INCLUDINGANY ADDITIONSORCHANGESWHICli ARE
ADDITION,\LSHEETSSUBJECTTO THETERMSAND CONDITIONSSPECIFIED SETFORTHHEREIN,ISACCEPTED ASTO ITEMS:
30a.5IGNAl UREOF OFI-EROH/CONTRAC
TOR 37~. UNITEDSTATESOF AMERICA (S/GNATUREOF CONTR,\CTING
OFF,'CfR)
r)(6)
I
(Typecrprilll) 3lc.OJ\TESIGNED
3Gb NAME AND TITLEOF SIGNCR (Typeorpmlt) 30c OATESIGNED 37 b. NAME OF CONTRACTING
OFFICER
Soo Kang 202-377-3798 I
" DEC 19, 2013
soo.kang@ed.gov
/
AUTHORIZED
FORLOCALREPRODUCTION STANDARD FORM 1449 iREV.3/201I1
PREVIOUS
EDITIONIS NOTUSABLE P,esrnbed by GSA- FAR148CFR)53.212
n n
'"
ITEMNO. '"
QUANTITY UNIT UNITPRICE '"
AMOUNT
'
32a QUANTITY IN COLUMN 21 tlAS BELN
□ RECEIVED □ INSPECTED □ ACCEPTED,AND CONFORMS TO THE CONTRACT,EXCEPTAS NOTED:
32b. SIGNATLJRE
OF AUTHORIZEDGOVERNMENT 32c. OA TE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT
32c. MAILINGADDRESSOF AUTHORIZEDGOVERNMENT

REPRESENTATIVE 32f. TELPHONE NUMBER OF AUTHORZED GOVERNMENT REPRESENTAJIVE
32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE
33.SHIPNUMBER 34. VOUCHERNUM~tR 35. AMOUNT Vl:Hlf-lW 36.PJ\YMENT 37.CHECKNUMBER

CORRECTFOR
!PARTIAL I !FINAL
38. SIRACCOUNTNO. 39. S1RVOUCHER NUMBER /.0_ PAID BY
'-la. I CERTIFYTHISACCOUNT IS CORRECTAND PROPERFOR PAYMENT 42a. RECEIVEDBY /Prm/)

41 b SIGNATUREAND TITLE DF CERTIFYINGOFFICER 41'.DATE
42b. RECEIVEDAT (Lcca11ani
42c. DATE RE:C'D /YY/11-fll-flDD) 142d.

TOl'ALCONTAINE'RS
STANDARDFORM1449 IREV.3/20111 BACK

ED-FSA-09-D-0014/0010
SCHEDULE Continued

soo.kang@ed.gov



None
Period of Performance: 01/01/2014- 12/31/2014
0001 Provide Loan Consolidation Services, through 1.00 SE 3,000,000.00 3,000,000.00

approximately April 30, 2014

4253XNOY R.B.2014. ENB00000 .A 16 .2521A. C26 .000.
0000.000000
$3,000,000.00
'
I '
'
I
I
I
I
PAGE 3 OF 3 ED-FSA-09-D,0014/0010

2 AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE
11 Contract
REQ NO.
ID Code
15PROJECT
r1~
-T~g~ 0
NO (1/applicable)
0001 AUG 19, 2014 EDOFSA-14-000830

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE '
Washington DC 20202
Katharine Hill 202-377-4215 katharine.hill@ed.gov
(x)
~

EQ.;s11.Q9-D-OO
14:,JO
I0
X '
CODE 00030774 I FACILITY CODE JAN 01. 2014
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended, Dis not extended.
(a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt or this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the solic1tat1onand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
teleoram or letter makes reference to the solicitation and this amendment, and is received orior to the ooenino hour and date soecified.
I 12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $1,829,125.00
Modification Obligated Amount: $1,829,125.00
I See Schedule
I 13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
'
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE I
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying '
office. appropriation dale, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
D. OTHER {Specify type of modir.cation and authority)

X Funding Only
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible}
The purpose of this modification is to provide funding for Loan Consolidation Services, through approximately December 31, 2014. The total
contract value is increased by S1 ,829, 125.00 from S3,000,000.00 to S4,829, 125.00.
Except as praviCed here,n, all terms ar.d cnnd1t1onsor 11,edocument referenc"d ,n aim, 9A or 10A, ~s heruloforn changed, <ecna,r~ ur\ct,a~ged and Ir\ full force and ellect
15A. NAME AND TITLE OF SIGNER (Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Angie Smith
F
202-377-4016 angie.sm1th@ed.gov
15B. CONTRACTOR/OFFEROR
15C. DATE
SIGNED1~,!i"'"~~
:IAIFS DE AMER,CO
16C DATE SIGNED
AUG 19, 2014
! (Signature of person authorized lo sign) {Signa"t6re0(C0fltractin Officer)

'\/SJ\ 75-W-01-l 52-80i0 ST.-\:\IJ ..\RD FOR:\! 30. (Rev. ID-83)
Pre\ ious Edition unu,ablc l'rc,cribctl b;- (iSA Ft\l\ 148 lTRJ 53.243
SCHEDULE Continued
ITEM NO. SUPP~IESJSERVICES QUANTITY UNIT UNIT PRICE S AMOUNT S

angie.smith@ed.gov

Alternate Contracting Officer Representative{s):


None
{New Line Item}

0029 Provide Loan Consolidation Services. through 1.00 SE 1,829,125.00 1,829,125.00
approximately December 31,2014.

4253XNOYR.B.2014. EN B00000 .A 16.2521 A.LLX. 000.
0000.000000
$1,829,125.00
'
'
PAGEAND
2 ED-FSA-09·O·0014/0010/0001
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11 Contract ID Code I £'_age

I 1
o~r~ 2 :
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ. NO. 15 PROJECT NO (11applicable)
0002 I SEP 22. 2014 EDOFSA· 14-000936
6 ISSUED BY CODE FSA-FS2 7, ADMINISTERED BY (If other than item 6) CODE
United Slates Department ot Education
Federal Student A1dlM1ss1onSupport Group See Block 6
830 First St NE. Su,te 91F3
Washington DC 20202
Katharme Hill 202-377-4215 katliarme h1ll@ed gov
8 NAME AND ADDRESS OF CONTRACTOR (NO. Street, Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIADUNS 007368103 (x)
~
1200 NORTH 7TH STREET !
Cage Code: 41UK7

ED-eSA-C9-C-001
~:0010
X
CODE 0003077 4 1 FACILITY CODE JAN 01, 2014
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D Is extended, Dis not extended.
Offers must acknowledge receipt of tl1is arnendrnent prior to the hour and dale spec1f1ed In the sol1c1tation or as amended. by one of the following methods·
(a) By completing items 8 and 15. and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of \he offer submitted:
or {c) By separate letter or telegram which includes a reference lo the solicilal1on and amendment numbers FAILURE OF YOUR ACKNO\NLEDGMENT TO BE
YOUR OFFER. If by villue of tt11samendment your desire to change an offer already submitted, such change may be made by telegram or letter, provided each
telenram or letter makes reference to the solicitation and this amendment. and Is received nrmr 10 the O"enin" hour and date snecified.
12 ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount· $600,000 00
See Schedule Mod1ficat1on Obligated Amount: $600,000.00,
i office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103{b).
' C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:
D. OTHER (Specify type of rnod1f1calion and authority)

X Funding Only
E. IMPORTANT: Contractor fX is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solrc1tationlcontract subject matter where feasible)
'
, The purpose of this modification is to provide funding for Loan Consolidation Services, through approximately December 31. 2014. The total
I contract value Is increased by S600,000.00 from $4,829,125.00 to $5.429.125 00
Except as provided !1e,e1n d',I terms and con0111ensar 1t1cdOCllmcnt rclemr,ced "' ,tem 9A or lOA as heretofore changed, rema11is unchanged ar,d ,n lull force and erfecl
Karen Gibson
202-377-4381 karen.g1bson@ed.gov
15B. CONTRACTORIOFFEROR 15C. DATE SIGNED' 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
SEP 22, 2014
(Signature o( person authorrzed to sign} Officer)

(S1 nature of Contraclm
:\SJ\ 75•!0-01-1~2-807IJ ST-\_\;ll..\Rll FOR.\I JO. (Ile\'. JO-SJ}
l'r<:1 inus ]-.diIio11 1111usabk l'rcsn1bcd by GSA F.-\R (-18 lTR) 53.2,13
-
SCHEDULE Continued
I
I ITEM NO. SUPPLIESISrnVICES QUANTITY UNIT UNIT PRICE S AMOUNT $
!
karen gibson@ed.gov

Alternate Contracl1ng Officer Representative{s):

Patrice. Wash ington@ed .gov

None
(New Line Item)

0030 Provide Loan Consolidation Services, through 1.00 SE 600,000.00 600,000.00
approximately December 31. 2014.

4253XNOYR.B.2014 .ENBOOOOO.A
16.2521 A.LLX.000.
0000 000000
$600,000.00

PAGE AMERICAN
2 ED-FSA-09-D-0014/0010/0002
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' Cootrnct ID Codo

rro/Page
-r--, -, !
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REO. NO. PROJECT NO. (If applicable}
0003 NOV 26, 2014 EDOFSA-15-000059 I'

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (II other than item 6) CODE
Un,ted States Department of Educa1,on
Federal Student A1d/Miss1on Support Group See Block 6
830 First St NE - Suite g1F3
Washington DC 20202
Amber Jones 202-377-3873 Amber.Jones@ed gov
B. NAME AND ADDRESS OF CONTRACTOR (NO .. Street. Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
'
(x)
-
Cage Code: 41UK7

rn-FSA-C9-D-001
l:::0\0
X
10B DATED {SEE ITEM 13)
'
CODE 00030774 I FACILITY CODE JAN01,2014
''
i D The above numbered sol1c1tat1onis amended as set forth in item 14. The hour and date specified for receipt of offers D Is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods.
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b} By acknowledging receipt of this amendment on each copy of the offer submitted.
tele ram or letter makes reference to the solicitation and this amendment, and is received rior to the o enin liour and dates ecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $3,700,000.00
Modification Obligated Amount· S3,700.000 00
See Schedule
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
f-~~~~-j CONTRACT ORDER NO. IN ITEM 10A.
office, appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b}.

X Funding Only
E IMPORTANT Contractor fx Is not, I is required to srgn this document and return copies to the issuing office
14. DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, Includ1ng sol1c1tat1onlcontractsubject matter where feasible)
The purpose of this modIfIcatIon Is to provide funding for Loan Consolidation Services, through approximately December 31, 2014. The total
contract value Is increased by $3,700,000.00 from $5.429.125.00 to S9, 129,125.00
bccpt as provIdco hcrc,n, ,ill terms and condIIIons of the document rc!crcnccd ,n ,:em 9/\ or 10A, as heretofore changed_ rem airis unchanged and ,n full force a~d cffccl
15A NAME AND TITLE OF SIGNER {Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
I
i-, 0ss0 .'C"O"N"T"R'A"C'T"O"R'l"O"F'F'E
0R'O"R~--------,, 0, 0c~D'A"T"E"S'IG"NED 16B UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
NOV 26. 2014
(Signature ot person authorized to sign) I (S1flnature of Corlfractina Officer)

'.'-JSN7)-t().IJl·1)2-8070 S"l..\:\D.-\lll> H)ll:\130. (Re\. !0-83)
l'r~viot1,; Edition unu,:ihk l'r~scrib~d by GSA FAR (~8 CFI\J 53.2·1]
----- --
SCHEDULE Continued
---- ..
ITEM NO, SUPPLIE S/SERVICES I QUANTITY UNIT UNIT PRICE $ AMOUNT $
------
Contracting Officer: Karen G ibson, 202-377-4381,

karen.gibson@ed.gov

Connelly, 202.377.3298, ta mmy.connelly@ed.gov
Alternate Contracting Office r Representative(s):

Patrice.Washington@ed.g
°'

None
(New Line Item)

approximately December 3 1, 2014.
Accounting and Appropriat ion Data:

4253XNOYR.B.2015.ENB0 0000.A 16.2521A.LLX.000.
0000.000000
$3,700,000.00
'
•
j
PAGE AMERICAN
2 ED-FSA-09·D·0014/0010/G003
, 1 Contract ID Code
2. AMENDMENT MODIFICATION NO 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ NO.
0004 JAN 16, 2015

6 ISSUEOBY CODE FSA-FS2 7 . ADMINISTERED BY (lfotherthari item 6) CODE
Umted States Department of Educabon '
Federal Student A1d/Miss,on Suppori Group See Block 6 '
830 First St NE - sune 91 F3
Washington DC 20202 i
8. NAME ANO ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS. 007368103 ~
HARRISBURG PA 171021444 98 DATED (SEE ITEM 11}
10A. MODIFICATION OF CONTRACT/ORDER NO. '

ED-FSA-og_o.oo·
4,001o i
X i

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS '
'
D The above numbered solicitation Is amended as set forth in item 14. The hour and date specified for receipt of offers Is extended, Dis D
not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods.
(a) By completing items 8 and 15. and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on eacll copy of the offer submitted;
RECEIVED AT THE PLA.CE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of this amendment your desire to Cflange an offer already submitted. such change may be made by telegram or letter, provided each
\ele ram or letter makes reference to the solicitation and this amendment. and Is received nor to the o nin hour and date s ecified.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount $-970,264.45
Mod1f1cation Obligated Amount: $-970.264 45
See Schedule
13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO AS DESCRIBED IN ITEM 14
: Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 1QA
I
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE AOMINISTRA TIVE CHANGES (such as changes In paying
office, appropnation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43103(b).
X Mutual Agreement Between the Parties
D. OTHER (Specify type of modification and authority}
E. IMPORTANT Contractor I is not, Ix Is required to sign this document and return 1 copies to the issuing office
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including sohc1tationlcontract subject matter where feasible)
The purpose of this modification 1sto de-obligate excess funds from Contract Number ED-FSA-09-D-0014, Task Order 0010, Line Item 0031 The
' total contract value is decreased by $970,264.45 from $9 129. 125.00 to $8, 158.860 55.
Except a,provided here11,,all terms and conditions of the document referenced ,n ,tern 9A or 10~, as heretofore changed, rema,ns unchanged and ,n full force and effect
JAN 16, 2015
(Signature of person authorized to sign) ature of Contract1n Officer

"iSK 7540-01-152-8070 STA'\DARD FOR:\--130. (Rev. 10-83)
Pre, ious Edition unusable Prc,cribe<l by GSA FAR (48 Cl'R) 53.243
7
SCHEDULE Continued
I
r-- ITEM NO. SUPPLIES/SERVICES QUANTITY U"11T I UNITPRICE $ AMOUNT $
----
7
----

angie smith@ed.gov
!
Connelly, 202 377.3298. lammy connelly@ed.gov

Patrice Washington@ed.gov

None
(Changed Line Item)

0031 De-obligation of funds ($970,264.45) 1.00 SE 2,729,735.55 2,729,735.55

4253XNOYR.B.2015.ENB00000.A 16.2521A.LLX.000.
0000 000000
$2,729,735.55
PAGE 2 OF 2 ED-FSA-09-D-0014/0010/0004
-
! 1 Contract ID Code 1. rag_e of f-a_g~~ [
, 1 2 i
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASE
-
REO. NO.
Ii 5. PROJECT NO. (if applicable)
0005 ----- APR 15, 2015

-----··· CODE
-
6. ISSUED BY
United Stales Departmc.1! d Educ.at,on
Federal Student AadlMiss,on Support Grm,r
CODE FSA-FS2
'·See Block 6
ADMINISTERED BY (llo1her than ,tern 6)
830 First St NE - Su11e91 F3

' W~sh,ngton DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO, Slreet, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS. 007368103 ~
M
FINANCIAL MANAGFMENT 5TH FLOOR
10A. MODIFICATION OF CONTRACTIORDEF< NO.

EJ FSA09 D COi4:0010
X
j CODE 00030774 I FACILITY CODE JAN 01, 2014
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITA"I.IONS
D The above numbered solicitation is amended as set forth in 1lern14. The hom and date specified for receipt of offers D is extel1ded, Dis not extended.
Offers must .icknowledge receipt of tl1is amendment prior lo the hour and date specified in the solicitation or as amended, by one of the following metlmds.
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt ol lhis arnemlrnenl on each copy of the offer submitted:
or {c) By separate letter or telegram which includes a reference to tt1e solicitation and amendment numbers f'AII URFOOF YOUR ACKNOVI/LEDGMENT TO BE
YOUR OFFER. If by virtue of lllis amendment your desire to change an offer already submitted. such change may be made by telegram or letcr, provided cacti
teleoram or letter rnakes reference to the solicitatio11and this amendment. and is received ~ nor to the onenin~ hour and date snecil1cd.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount· $0.00
See Schedule
13. THIS ITE~ ON_LYAPPLIES TO MODIFICATION OF CONTRACTS/OR□ :~S. IT MODIFIES THE CONTRACT/ORDER NO. AS DES_CRI_BED_l~-1~
CliC'ek One A. THI~ CHANGE ORDE~" IS_IS_SUE.D_PURSUANTTO. (Specify autllnrity) THE CHANGES SET FORTI I IN ITEM 14 AR[ MAD[ IN TH[
I
D. THE ABOVE NUMBERED CONTRACT/ORDE:R IS MODIHl:::D TO REFLECT THE ADMINISTRATIVE CHANGi,s (such as changes in paying
I office, appropriatioll date. etc} SET FORTH IN llEM 1'1, PURSUANT TO THE AUTHORITY OF FAR 43 103(b}.
C. Ti-!1S
SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF·

X Closeout
a --- -- ··--··-
E. IMPORTANT: Contractor I is not Ix is required_ to sign __t_~s-~o_Eument and return 1 copies to the issu'.::_Q_~f.ice.
14. DESCRIPTION Of AMENDMENT/MODIFICATION (Orgarii;:cd by UCf scclIon headings, includillg sol1c1!alionlcnntracl subject mailer where feasible)
The purpose of this modification Is to closeout Contract Number ED-FSA-09-0-0014, Task Order 0010.
'All other terms and conditions remain unchanged

'
'
ul ll1e ducur1 er1: refe,~nc~d 111
Except as provided horc;~, ~!I lcrrns ~nd con<l1l1or1s ,1c,019A or 10A, '"' hcrelofme changed, rea\d:rlS uncrangcd and ,n fllll fcrcc ~nd clfccl,
15/1.-NA-ME AND TITLE OF SIGNER (Type or prinl) 1GA NAME AND TITLE OF CONTRACTING OFFICF.R (l"ype or print)
Sou Kang
202-377-3798 soo.kang@ed gov
1~Ei-
CONTRACT_ORIO!TCROR-
b)(6)
15C. OATE SIGNED
i./ _.{'-/(_;
168. UNl!ED STATE_S_OFAMEB_l:nA
Cbc')("'6)===~:::C:~=c"" ,,
1GC DA-TE SIGf,iEo
APR 1-5,2015
-
i (Signature of person authorized to sign) (Signal re of Contr~ctinq Officer)

(','S:--:7540-01 152-8070 STAJ\'llAIW FORi\l 30. (Re\". 10-83)
Prcviow; Edition unu~abl~ Pr~,nib~d by GSA FAR (4~ (TR) 53 243
--------
SCHEDULE Continued
-- ----- ----~--,------~ UNIT PRICE $ AMOUNT $
SUPPllES/SERVICES UNIT
ITEM .~0.
-- ----'---

soo.kang@ed.gov
Primary Contrncting Officer Representative: Tammy

Connelly, 202.377.3298, lammy.connelly@ed.gov
Alternate Contracting Officer Representa\ive(s):

Primary Tecl1nical Point of Contact: None

None
I
_I
L- _L
rAG[ 2 OF 2 ED-f'SA-09-D-001 '•lC010i0005
1. REQUISITION
NUMBER PAGE 1 JF 3
2. CONTRACTNO 3. AWARD/EFFECTIVE 4 ORDER NUMBER 5. SOLICITATIONNUM8ER 6. SOLICITATION
ISSUE
DATE DATE
ED-FSA-09-D-0014 0011
JAN 01, 2014
a. NAME b. TELl:PHONENUMBER /No collect 8 OFFER DUE DATE/
►
7. FORSOLICITATION Amber Jones wil>! LOCALTIME
INFORMATION CALL: Amber.Jones@ed.gov 202-377-3873
U~ited Slates Department of Education □ SMALL BUSINESS □ WOMEN-OWNED SMALL
Federal Student Aid/M,ss,on Support Group BUSINESS (WOSB)
HUBZONE SMALL
□
830 First St NE - Suite 91F3 NAICS:
Washington DC 20202 WO~IEN-OWNEDSMALLBUSINC:SS
□
SERVICE-DISABLED (EDWOSB)
SMALL BUSINESS □ a(A)
DELIVERYFORFOBDESTINA· 72. DISCOUNT1ERMS 113b.
" TION UNLESSBLOCKIS O Days □
13a.THISCONTRACTIS A
RATEDORDERUNDER
RATING
MARKED DPAS(l5CFR700)
0% 114,METHODOF SOLICITATION
□ SEESCHEDULE Net 30 □ RFQ □ IFB □ RFP

15.DELIVERTO CODE FSA-FS2 BY
76. ADMINISTERED CODE [FSA-FS2
United Sta,os Department D'.Ecuc.ot,on
Fodera' s,udeat A,d!M,ss,oc SupportGros,p
830 f,rst s, NE· S.01to91 F3
Federal Student A1d/M1ssionSupport Group
Wast,ngtonDC 2~202 830 Fars: St NE • Suito 91 F3
Washmg:on DC 20202
17a CONTRACTOR/ CODE 100030774 1 FACILITY 18a. PAYMENTWILLBEMADE BY CODE

OFFEROR. CODE IFSA·BUD
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA Budget Groupllnvo,co Admin
1200 NORTH 7TH STREET US Department or Educa:ion/FSNCFO/BG/FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street, NE, Suite 5481
HARRISBURG PA 171027444 Washington DC 20202·0001
CAGE: 41UK7
TIN: 231693362 DUNS: 007368103
lELEPHONENO.
□ 17b CHECKIF REMITTANCE
IS DIFFERENT
AND PUTSUCHADDRESSIN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18 □ UNLESS BLOCK
□ SEEADDENDUM
n n
'"
ITEMNO. '"
AMOUNT
(U<f Reverie and/or Atwch Add,1,cioal 5hee/\ as Ne,eHary)

2S ACCOUNTINGAND APPROPRIATION
DATA 26. TOTALAWARDAMOUNT fForGovr. We Only/
LJ lia SOllCITAIIO,; INCORPOR,\TES BYRcF[SCNCE FAR 52 212-1. 52 212-4 FAR 52 212-3 A\D 52 212-5 ,\RC ATTA(HED. ADD[~DA □ ,\oE LJ AOCNOrAITACHlD
□ lib CON;RA(ll"l',1CH,,sE ORDER INCORPGR,\IEI BY SEFERENCEFAS 52.212-1 FAS 52 2:2-s IS ,\TTACHED. ADDENJ,\
□ 28. CONTRACTOR IS REQUIRED

TO SIGNTHIS DOCUMENTAND RETURN
COPIESTO ISSUINGOFFICE.CONTRACTOR AGREES TO FURNISHAND
--~ □ 29. AWARDOF CONTRACT:REF. OFFER
DATED. YOUROFFER ON SOLICITATION

DELIVERALL ITEMSSETFORTHOROTHERWISEIDENTIFIEDABOVEAND ON ANY (BLOCKSJ, INCLUDINGANY ADDITIONSORCHANGESWHICri ARE
ADDITIONALSHEETSSUBJECTTO THETERMSAND CONDITIONSSPECIFIED SETFORTHHrnEIN, IS ACCEPTEDAS TO ITEMS,
30a. SIGNATURE
OF OFFERORiCONTRACTOR ; . TINGOFFICER!
b)(6)
30b. NAM£ ANO TITLEOF SIGNER (Typeorp,imJ 30c. lJATESIGNED 37 b, NAttl co..T~ACTING'-'!'flCER (Typeorprrnr) 37c.DATESIGNED
Angie ith 202-377-4016
angie.smith@ed.gov JAN 08, 2014
AUTHORIZEDFORLOCALREPRODUCTION STANDARDFORM1449 rREV.3/201lJ

PREVIOUS
EDITIONIS NOT USABLE Presrnbed by GSA- FARj48 CFR)S3.212
n n
'"
ITEM
NO. SCHEDULE '°
OFSUPPLIES/SERVICES "
AMOUNT
Jla QUANTITY IN COLUMN 21 HAS BEEN

AND CONFORMS
TOTHECONTRACT, ASNOTED,
EXCEPT
llb. SIGNATURE
OFAUTHORIZED
GOVERNMENT 32c.DATE 32d. PRINTEDNAMEAND TITLEOf" AUTHORIZED
GOVERNMENT
lle. MAILINGADDRESS
OFAUTHORIZEDGOVERNMENT
REPRESENTATIVE 32!. TELPHONENUMBEROFAUTHORZEDGOVERNMENT
REPRESENTATIVE
32g. E-MAILOF AUTHORIZED

GOVERNMENT
REPRESENTATIVE
B. SHIP NUMBER 34. VOUCHER NUMBER 35.AMOUNI VERlfltlJ 36.PAYMENT 37. CHECKNUMBER
CORRECTFOR
IPARTIAL I !FINAL
JB. SIR ACCOUNTNO 39 SIR VOUCHERNUMBER 40. PAID BY
41 a. I CERTIFYTKIS ACCOUNT IS CORRECTAND PROPERFOR PAYMENT 42,>.RECEIVEDBY (P,rn!J

41b. SIGNATURE
AND TITLEOF CERTIFYING
OFFICER 41c.DATE
42b. RECEIVED
AT (Locur,cn)
42c. DATERECD /YY!MM1DD! 142d. TOTAL CONTAINERS
STANDARD FORM 1449 IREV.3/2011) BACK

ED-FSA-09-D-0014/0011
SCHEDULE Continued
ITEM NO. SUPPLIESJSERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $

angie.smith@ed.gov



None
TEACH Grant Services, including development and

maintenance.
Period of Performance: 01/01/2014 -12/31/2014
0001 Provide Teach Services such as Grant monitoring 1.00 SE 500,000.00 500,000.00
through approximately March 31, 2014

0202M2014.A.2014. ENB00000. 6N5.2521 A.ACS .000
0000.000000
$500,000.00
'
I
PAGE 3 OF 3 ED-FSA-09-D-0014/0011
i__f'ac e of Panes I
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11.Coctcac"DCode
1 I 2
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO (if applicable)
0001 JUL 09, 2014 EDOFSA-14-000566
United States Depar:rnentof Educat,on
Federal Student A1d/M1ssion Support Group See Block 6
830 F"st St NE. Suite 91F3
Washmgton DC 20202
8. NAME AND ADDRESS OF CONTRACTOR {NO., Street, Country, State and ZIP Code} 9A AMENDMENT OF SOLICITATION NO.
(x)
~
1200 NORTH 7TH STREET Cage Code: 41 UK?

ED-FSA-09·D·C0\4,•0011
X
i 11. THI$ ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
or (c) By se parale letter or tele gram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an offer already submilled. such change may be made by telegram or letter, provided each
tele ram or letter makes reference to the solicitation and this amendment. and is received rior to the o ernn hour and dales ecified.
See Schedule Modification Obligated Amount: $100,000.00
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b)

X Funding Only
E. IMPORTANT: Contractor rx
is not, I is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject mailer where feasible)
The purpose of this modification is to add funding for development and maintenance, through approximately December 31, 2014. The total
contract value is increased by $100,000 from S500,000 to $600,000.
Except as provided hern1n. all terms ar.d cor.C1!1cnsof the document mfererced ,n ii um 9A er 10A, as herelafcre changed, rerra,r,s unchanged and 1n'ull force and offccl.
I 15A. NAME AND TITLE OF SIGNER (Type or print} I 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
!Angie Smith
202-377-4016 angie.smilh@ed.gov
158 CONTRACTOR/OFFEROR ____ I 15C DATE SIGNED 168 UNITED STATES OF AMERICA 16C DATE SIGNED
b)(6) 1-
- . JUL 09, 2014

r
(Siona{u(e of Conlractino Officer) I
NS'.\/ 75-W-01-152-8070 s·u.\U.\l{I) FOR\! 30. (RcY. 10-83)
Previous Edition unusable Prescribed by GSA L\R (48 CFR) 53.243
SCHEDULE Continued

angie.smith@ed.gov



None
(New Line Item)

0029 Funding for Development and Maintenance, through 1.00 SE 100,000.00 100,000.00
approximately December 31, 2014

0202M2014 .A.2014. ENB00000 .6N5. 2521 A.AAJ .000.
0000.000000
$100,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0011i0001
1 Contract ID Code 1 Paae of Paaes

I 1 2
'
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO, I 5 PROJECT NO. (if applicable)
0002 I JUL 31, 2014 !, EDOFSA-14-000607

United States Department of Educat,on
Federal Student A1d1M,ss,on Support GroJp See Block 6
830 Forst St NE - Suite 91 F3
' Wush•ngton DC 20202
Amber Jones 202-377-3873 Amber Jones@ed.ga,,
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, Stale and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
1,1
f--

ED-FSA·09·D·OJ14'0011
X
CODE 00030774 FACILITY CODE JAN 01, 2014
D The above numbered solicHation is amended as sel forth in item 14. The hour and date specified for receipt of offers D is extended, Dis not exterided.
Offers must acknowledge receipt of this ameridmerit prior to the hour and date specified in lhe solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telenram or letter m;,kes reference to the solicitation and this amendment. and is received nrior to the oreninn hour and date srecified.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $437.364.00
' See Schedule
A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE '
Check One
ornce, appropriation dale, elc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103{b).
C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF·

'
X Funding Only
'
E. IMPORTANT: Contractor IX is not. I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, including solicitation/contract subject matler wl1ere feasible)
The purpose of this modification is to provide additional funding for TEACH Grant Servicing, through approximately December 31, 2014. The total
contract value is increased by $437.364 from $600,000 to $1,037.364.
E<c,,pl ,is provided Cere,n. ~II lerms and cc11d1t,c11s

ar II,e docurnerll referenced In ,tern 9A or 10A, as heretofore changed. remains unch;m~ed and ,n full force and e1fecl
15A NAME AND TITLE OF SIGNER (Type or print) I16A. NAME ANO TITLE OF CONTRACTING OFFICER (Type or print)
1
Angie Smith
: 202•377-4016 angie.smith@ed.gov
158 CONTRACTOR/OFFEROR _______ ___j15C. DATE SIGNED !~1,s"B"U"N"l"TaEaDaSaTcAcTaEcSaDaF_::AcMoEcRclCcA~~=.!

16C. DATE SIGNED
(b)(6)
JUL 31. 2014
(Signature of person authorized to sign) (Si(lnature /,i ContraCting orr(cer)

J\SN 75-rn-0l-152-8070 SI.\:\ UARD I· OR.\1 30. {Rel'. I 0-83)
l'n:1 iou,; Edition unu,;;,bk Prescribed by G~A FAR (.!8 lTR) 53.~-13
=--
I
I
ITEM NO. -- - SUPPLIES/SERVICES
SCHEDULE Continued
QUANTITY
-------
I UNIT UNIT PRIC~ $ AMOUNT $
Contracting Officer: Angie Smith, 202-377-4016.

angie.smith@ed.gov

Alternate Contracting Officer Represenlative(s):

Patrice. Wash ington@ed.gov

None
{New Line Item)

0030 Provide funding for TEACH Grant Services, through 1.00 SE 437,364.00 437,364.00
approximately December 31, 2014.

0202M 2014A2014. EN B00000 .6 NS .2521 A.AC B_000.
0000 000000
S437,364 00
PAGE
AND 2 ED-FSA-09-D-001
AMERICAN FEDERATION~10011
OF/0002
TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
1 Contract ID Code Pane of Panes

' AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT ! I 1 I 3
' 2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ NO.
I 5
PROJECT NO. (if applicable)
0003 NOV 04, 2014 I

United States Department af Education
Federal Student A1diM,sston Support Group See Block 6
830 FirstStNE-Su1te91F3
Washington DC 20202
Katharine Hill 202-377-4215 katharine h1ll@ed gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street Country. Slate and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
-
FINANCIAL MANAGEMENT 5TH FLOOR '
i
ED-FSA-09-D-O,JI
4/0011
X
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of oilers D is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified In the solicitation or as amended. by one of the following methods:
(a} By completing items 8 and 15, and returning ___ copies of amendment: {b) By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the sol1citat1on and amendment numbers FAILURE OF YOUR ACKNO\NLEDGMENT TO BE
I RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or letter. provided each
teleoram or letter makes reference to the sol1citat1onand this amendment, and is received orior to the ooenino hour and date soecified
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: S0.00
Modif1cat1on Obligated Amount $0 00
See Schedule
'
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO· (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
'
X office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
0. OTHER (Specify type of mod1!1cationand authority)
E. IMPORTANT Contractor [X is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solic1tation/contract subject matter where feasible}
The purpose of this modification Is to incorporate the following Change Request (CR) into Contract Number ED-FSA-09-D-0014, Task Order 0011
See Attachment
Except as pro,,ded herein, all terms and cond1\1ons or \he docurr,er,\ ,ererer1ced ,n ,tern 9A or 10A, as herelofore ciiar,ged, rema11,s uncl1anged and In full force and effect i
j Karen Gibson
202-377-4381 kare11.gibson@ed.gov
I
7 7 7 0 0 7 7 7 7 0 7 7 7 7
~,s"s~c"o"N T"R"A"C"T"O"R"l
ER0 R~-------~c,,5
0 F°F C-."DAT E~SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
NOV 04. 2014
I (Signature of person aulllorized to sign)

ur" o
NSN hl0-01-1)2-8070 SL\:--;D.-\RD H)R\I JU. (Rev. 10-83)
!'rc\'ious Edition llll\lS;1hk Prescribed b: ljS,\ I AR (--18CTR) 53.2-B
Attachment Page
The following Change Request shall be incorporated into Contr.ict Number ED-FSA-09-0-0014, Task
CRIO I Cost ATO Date CR Description
,' FSAwould like PHEAAto add CIP code to the current monthly
2700 ! $4,880.00 7/11/2014
' report to support the degrees obtained by such recipients.
PAGE 2 OF 3 ED-FSA-09-D-0014/0011/0003
SCHEDULE Continued
ITEM NO SUPPLIES/SERVICE$ I QUANTITY UNIT UNIT PRICE $ AMOUNT $
-------
Contract1ng Officer: Karen Gibson, 202-377-4381,

karen.gibson@ed.gov

Alternate Contracting Officer Representative(s).


None

PAGE AMERICAN
3 ED-FSA-09-D-001410011/0003
1
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 Contract ID Code IF'.flgtof_ros __
2 AMENDMENT MODIFICATION NO I 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ NO. ! 5. PROJECT NO (if applicable}
6 ISSUED BY
0004
CODE
I APR 07, 2015
FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
United States Department d Eouca'.1on
Federal StuC1er1t,\dM1ss1on
1 Suppor• Group See Block 6
830 first St NE. Suite 91F3
Washington DC 20202
Katharine Hill 2D2-377-t.210 kamar,neh1ll@edgov
' 8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
-
1200 NORTH 7TH STREET Cage Code· 41UK7

rD-FSA-89-D-OC1
,1::011
X
D The above numbered solIc1lat10111s

amended as set forth in ,tern 14. The hour and date spec1f1edfor receipt ot offers D Is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to 1he hour and date spec1f1edIn Ifie solIcita11onor as amended, by one of the following methods:
(a) By completing items 8 and 15, and returning ___ copies of amendment, (b) By acknowledging receipt of U1isamendment on each copy of the otter subrn1tled:
or (CJ By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAl LURE OF YOUR ACKNOWLEDGMENT TO BE
1 RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
i YOUR OFFER If by vIr1ue ofth1s amendment your desire lo change an offer already submitted, such change may be made by telegram or letter. provided each
tele ram or letter makes reference to !he solicitation and this amendment. and is received rior to \he o enin hour and dates ec1fied
112, ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount sooo,
I See Schedule Modification Obligated Amount $0.oo·
13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS IT MODIFIES THE CONTRACT/ORDER NO AS DESCRIBED IN ITEM 14
- - -- -- -
' Check One A TIIIS CI-IANGE ORDER IS ISSUED PURSUANT TO (Specify authonly) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
!
I
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes 111
paying
I
I
X office. appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b).
D OTHER (Specify type of mod1hcatmn and authority)
E IMPORTANT Contractor IX is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION 01' AMENDMENTIMODIFICA TION (Organized by UCF section headings. 1nclud1ngsol1c1talron/con1raclsubiect matter where feasible)
The purpose of this modification Is to incorporate Change Request (CR)2875 into Contract Number ED-FSA-09-0-0014, Task Order 0011 See
Attachment
: All other terms and conditions remain unchanged
all terms nnd condII,011s o! tr.ococuIno11I referenced

I· <eept as p,ov,~Nt hcre,n, 111 cnangodremains "ncha119cd ano In f ,,11rcrco and effect
,:ern 9A o, 1OA as heretofore
15A NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or pmIt)
Karen Gibson
202-377-4381 karen.g1bson@ed gov
15B CONTRACTORIOFFEROR ----~I 15C DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
APR 07. 2015
(Signature of person aul110rized to sign)
:\Si\ 75 IIJ-Ol-l52-80iU ST-\.'\[) \l{I) FOR\] JO. (Ill>\'. 10-lD)

l'r,.:,\ iou, l'dition unu,;;1bk l'rc:sc1ilml b: USA I .'\It {-!8 lTRJ 53.2.t}
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
Order 0011 and is funded by Line Item 0029.
CR ID
-----j-----
Cost J
----
Date
- -------·- -~------
CR Description
-- -------------~
! The purpose of th,s CR is to h;ive PHEAA/Fedloan
2875 $16,132.00 12/22/2014 Servicing correct TEACH Grants that were incorrectly
----~"'~onverted co
to loans by Xe0 0 ,0 . ___________ cj
PAGE 2 OF 3 ED-FSA·09-D-001~i0011iG004
------- ----------------~
SCHEDULE Continued
---·-···--------,-----------------j
ITEMNO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNT $

karen.gibson@ed.gov


Patr1ce.Wash1ngton@ed.gov

None

PAGE AMERICAN
3 OF FEDERATION OF
3 LD-FS/\-09-0-0014/0011 TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
/0004
1. Contract ID Code I Page of Pages
1 I 3
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (if applicable)
0005 APR 14, 2015

Washington DC 20202
Amber Jones 202-377-3873 Amber.Jones@ed.gov
8 NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
(x)

ED-FSA-09-D-001
4:0011
X
CODE 0003077 4 FACILITY CODE JAN 01, 2014
11. THIS ITEM ONL V APPLIES TO AMENDMENTS OF SOLICITATIONS
(a) By completing items 8 and 15, and returning ___ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $-136, 168.50
Modification Obligated Amount: $-136, 168.50
See Schedule
13. THIS ITEM ONL V APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

I E IMPORTANT· Contractor I is not Ix is required to sign this document and return copies to the issuing office
SEE PAGE 2 OF 3 FOR MODIFICAITON DESCRIPTION .
Except as provided herein. all terms and conditions of the document referenced in ,tern 9A or 10A. as heretofore changed. remains unchanged and in full force and effect
Soo Kang
202-377-3798 soo kang@ed gov
158. CONTRACTORIOFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
APR 14, 2015
(Signature of person authorized to sign) (Signature of Contractina Officer)

NSN 7540-01-152-8070 STANDARD FORM 30. (Rev. 10-83)
Previous Edition unusable Prescribed by GSA FAR (48 CFR) 5.U43
AMERICAN FEDERATION
The purpose of this modification is to de-obligate excess funds from Contract Number ED-FSA-09-D-0014,
Task Order 0011, as described below:
1. De-obligate $78,988.00 from Line Item 0029.

2. De-obligate $57,180.50 from Line Item 0030.
The total contract value is decreased by $136,168.50 from $1,037,364.00 to $901,195.50.
PAGE2 OF 3 ED-FSA-09-D-0014/0011/0005

soo.kang@ed.gov


Patrice. W ashington@ed.gov

None
(Changed Line Item)


0202M2014.A.2014. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$21,012.00
(Changed Line Item)

0202M2014.A.2014. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$380,183.50
PAGE 3 OF 3 ED-FSA-09-0-0014/0011/0005

11 Contract ID Code Pane of Panes
I 1 I 2 I
2. AMENDMENT MODIFICATION NO. 13EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. PROJECT NO. (if applicable}
0006 APR 15, 2015

15
G ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
United Stales Department or F.duc~l:un
Federal Student Aid.'M1ss1ons,apport Grcup See Block 6
83D First St NE - Su,te 91f'3
Washington DC 2020?
8. NAME Af.lD ADDRESS OF CONTRAC IOR (NO .. Strccl, Couritry, State ilnd ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
(x)
--
120U NORTH 7TH STREET Cage Code- 41UK7
i FINANCIAL MANAGEMENT 5·1H FLOOR
HARRISl::lURG PA 171021444 9B. DATED (SEE lffM 11)
I
i En-F~/,.(:'; 0 DO:4.0011
X
. 10B DATED (SEE ITEM 13)

I 11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered sol1c1ta1mnIs amended as set forth 111

item 14. The hour and date specified for receipt of offers D Is extended, Disnot extended.
Offers must acknowledge receipt of U1isa111endrmm!µrioi to tt,e llou, and dale specified in II1e solicila\ion or as amended by one of lhe following methods:
(a) By cornpleling iterns 8 and 15, and returning ___ copies of amendment. (b) By acknowledging receipt of this amendment on each copy of the offer subrr.ilted.
or {c} By separa\c lt.'ltcr or telegram which includes a reference to the solicitation and amendment numbers. FAILURE YOUR ACKNOWLEDGM[NT orTO El[
RECFIVFD AT THE PLACE DESIGNATED FOR Tl IE RECEIPT OR OFTERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by virtue of this arner.drnen1 your desire to chomge an offer already submitted, such change may be made by telegram or letter, provided each
teleoram or letter makes reference to the solicitation and this cJmendment, and Is received nrior to the oneninn hour and date snecified.
12. ACCOUNTING AND APf'ROPRI/\TION DATA (If required) Modification Amount: $0.00,,
Mod1flc:alion Obligated Amount' $0 0 □ j
See Schedule
Check One I A. ~1)_1\~!TA_NG~.s:~p!~~-

1
1\1;> ~~~:□,'.'.~RSUANT TO: (Specify authority) THE CH/\NGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
8. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES {SUdl as ctIanges ,n pay,ng
office, clppropricJtion date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(]))
C THIS SUPPi FMENTAL AGl~EEMENT IS ENTERED INTO PURSUANT TO AUTI IORITY OF:
0. OTHF:R (Specify type of modification and authority)

-- -- -------
X Closeout
..
E IMPORTANT Contractor I Is not, 5<is required to sign this document and return 1 copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/11,10DIFICA TION (Organized by UCF section headings, including solicitat1onlcontracl SLibJeCtrnatter wll ere feasible)
The purpose of this modification is to closeout Contract Number E □ ·FSA-09-0-0014, Task Order 0011
Except as pro,•;ded hc,c,n, all terms and conditions of lhc docurnenl re!ere·.ccd :n ·tern 9,~2£A. a~ herclo'orc c,~r,gecl, rern~1nsul\changcd and in full for co and effect
15A NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFIC[R (Type or print)
Sno Kang
1
202•377 .3793 soo.kang@ed.gov
158. CONTRACfOR(QFFEROR 15C DATE SIGNED 168 UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6) ,c
I APR 15, 2015
I (Signature of person authori?.cd to sign) Ignmurc o on rac11ng ,cer

t,.;SN 7540-01-152-8070 STANDARD FORM 30. (Rn. 10-83)
Previous Edition unus,ibk !'rc,cribc<l by GSA fAR ('1S CFR) 53.2-13
SCHEDULE Continued
ITEi.i NO. SUPPLIES/SERVICES QUA'1111Y UNIT
Contracting Officer: Sao Kang. 202-377-3798.

soo.kang@ed.gov
Primary Contracting orncer Representative: Tammy

Connelly, 202.377.3298, tammy.corrnelly@ed.gov
Alternate Contracting Officer Represenlative{s):

Patrice Washington, (202) 3"/7-3845,
Alternate T eclinical Point of Con!act(s):

None
J PAG[?. OF 2 ED·FSA-09-D-001410011/0006
_____J
l REQUISITI0~ NUMBFR PAGE 1 OS 3

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30 EDOFSA-14-000250
2. lONrnACT NO 3 AWARD/EFFECTIVE "ORDER NUMBER S.SOLICITATIO~ ~UMBLR 6 SOLICITATIONISSUE
DATE DAH
ED-FSA-09-0-0014 0012
MAR 13, 2014
., NM,ff b ffLfPHONf NUMBFR (Nocollcc1 s m,rn Dutor,TEi
►
7. FOR SOLICITATION Karen Gibson C<J/,'J) LOCALTlf.lE
INFORMATION CALL: 202-377-4381
karen.g1bson@ed gov
9 ISSUFDBY CODE I FSA-ACQ rn THIS ACQUISITION IS □ UNRESTRICTED (JR □ SET ASIDE % FOR·
US ~epartment of Education □ SMALL BUSINESS □ WOMEN-OWNED SMALL
FSA- Acqws,tons, S30 First St NE - Su1te91F3 BUSINESS (W0SB)
□
Wasl11ngton DC 20202 1IUBZ0NE SMALL NAICS·
BUSINESS □ EC0's0\IICALl Y DISADVANTAGED
wo,,IEN•0l'INED SMALL BIJSINCSS
□
SERVICE•DISABLED i~DW0SB) SIZE STANDARD·
VETERAN•0WNED
SMALL BUSINESS □ B(A)
IJ[LIVLHY fOR FOB DESTINA- 12, DISCOUNTTERMS 13b ~ATING
" TI0N UN\fS) fiL0C~ IS
O Days □
l Ja. THIS CONTRACTIS A
RAl ED ORDERUNDER
,\IARK[D DPA) (15 CFR700)
0% It. MtTII00Of '>0LICIT/\TI0N
□ SEESCHFDULE
Net 30
□ em
□ IFB
□ eee
l\ Dfll\lfRT0 CODE 16 ADMl1'ISTEREDBY CODl IFSA·ACQ
US Department of Education
FSA -Acquisrllons 830 Fi,st St NE· Suite 91F3
Washington DC 20202
17a CONTRACTOR/ FACILITY 78,, PAYME1'T Will BEMADE BY

0FFEROR
CODE 100030774
CODE
I CODE I FSA-BUD
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group/Invoice Adm.~
1200 NOR frl 7Tl1 STREET US Deportment or Educa\1on.'FSNCFOl8G.'FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE. Suite 54B1
HARRISBVRG PA 171021444 Washington DC 20202-0001
C,\G[ ~1UK7
231693362 DUNS 007368103
"'
rcLLPH0NC NO.
□ ! lb Cl ,LCK If RLM•TTANll IS 0111lRtNT AND PUT SUCII ADDHESSIN mo SUBMIT INVOICES TO ADDRl=SS SHOWN IN BLOCK 18n UNLESS BLOCK
or! f:H
□ SE£/\DDFNDUM
SE:'.LOW IS CHECKED
w.
'"
IT[f.', ~0 SCHfDUI F OF SUPPiIESi)fRVICf) "
QUANTITY "
UNIT "
UNIT PRIG "
AMOUNT
rmJ/iJr Am1<l1AdJ,/,'O/la/ Sl1eeri<JS!,'eeesw, I·'

1U1eR,•,-e11<'
25 ACCOJNTl~C, /,~I) APl'ROPHIAl ION OATA 26. 101 AL !1',','/\RD AM0UI-. T 1ForGo,r use Only;
See Schedule $54,000 00
l.J 11., svc1cI·,\1,c, ir.:Ok":ls,,Tll o, Kc>rnc,c; 1M: ,121;-1, ol ll l-< ; ,\R ll J1 2-l ,\\'.) ;J 212-5 '"'l /d f,\lHHl ,\llll>N l,\ □ i,<c LJ ;,rll \OT ,\TT,\CHED
~ -- - - -- -
□ 181 AWA~DOfCONTRACT
26 CO~·TRACTOH I', RlQUIHEIJ TO '>IGNTIIIS DOCUMENT AND flETUR~ 29 Htf. 0FFrn
---
C0Pl[S TO IssuIr-.G OFFICE C0NTRACTOH AGRLlS TO fUHNl',I1 AND MAR 10, 2014
DATEO YOUR OFFEROK SOUCIT/,TI0N
l)ELl'!ER Al L ITf,V,SSFT F0i1TH OR 0THFRl'ilSf IDFNTIFIEDABOVEAND ON ANY IBLOCKSJ,INCLUDINGANY ADDITIONS OR CHANGESWHICH ARE
ADDTI0NAL 5HEE:sSUBJECTTO TIIE TERV,SA~D C0~DITI0NS '>PlCIHLI) SETf0HTd HEHFIN,IS ACCEPTEDAS TO ITLMS
,. F CONTRACTING
OFFiCfR;
JO,, SICNATURl-OF 0FFfR0'1,C0NTRA( TOR ' "' '
'" b)(6)
}Ob ~l,Mf t,NJ ;IJLLG' ',l(,Nffi U1µe er print, 30c 0,\ 11:',l(;NFD 31b NAMI. OF (0~ TRACTING orf:_g.Jl i ,'ypeo, pnnr; 3lc.D,\TESIGNED
Soo Kang 202-377-3798
soo.kang@ed gov MAR 13, 2014
AUTHORIZEDFOR I OCAL RE?R0DUCTI0N STANDARD FORM 1449 (REV 3120111

PRi;VI0US rnmo:-. IS NOT USASI.E Prescribed by GS/,· FAR1<8(FRI 53 212
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i ITEM NO. SUPPLIES,'SERVICES

SCHEDULE Continued
IJNIT PRICE $ AMOUNT S

soo.kang@ed.gov

Connelly. 202.377.3298, tammy connelly@ed.gov
Alternate Contracting Officer Represenlat1ve(s):

None
Primary Technical Point of Contact· None
1Alternate Technical Point of Contact(s):

;None
Title IV Additional Servicers (TIVI\S) Cohort Default

Rates (CDR) Assistance for Schools.
0001 Provide Cohort Default Rate Assistance to Schools at 1.00 SE 54,000.00 54.000.00
S18.000 per school assisted.

0202 M20 14 .A.2014. EN B00000 .6 NS.2521 A.ACS. 000.
0000.000000
$54,000.00
PR NUMBER: EDOFSA-14-000250
OBTAINED BY STUDENT BORROWER PROTECTION CENTERPAGE

AND 3AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
OF 3 EO-FSA-Q9-0-0014/001?
11.COIIIRACIIOCOOE o; PAG~
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT li'AG~l
,. ... I
,., ,., apµ ''"'el '
'" I'
l>'uH .tlv . ks
ED-FSA-09•0•001~/0 .'l:!PO _, 89/04/:!•;u;
6.MUWBY " COO£ .. 7 A0MINISTERl:08Y (I, orr,,, rhao11,rnlil CODE lr~A
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FSA-FS2 rs;,-Aco
Fedetal st,;dent s_pp•.n FSA ' ,icqu m:
C/E ' Suite 91F3
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,, us
Gn.up, 63 -' Ft~nt ~c
w.1shingt'.n,
1 1
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lt L ns,
20202,
6 )0 cir9~
us " Suite 91F)
W,,shington,
"'· ~02•.
8 .... ,.,,,A,.~A (la m .. r,rnanl')l,,ta:~aao.l C~o~/ , '-'' ;vl,,,mlv,I ,,.,,

' '"-""" ""
H!GHER EO\JCATIOU ASSISTANCE AGENCY, PEIIN O·:-~J:,7H:, 12-: :· tL·RTH HH
us
STREET, RECEIPTS OPERATIOUS FUCR, HARRISBURG,
"" "· l71U2HH, ~
' ' ' ' "'

10/1..MO,.,,.
,~,10
ED-FS~-09-0-0014/0012
'""""' ..,.
~ \00. uA cu ( ·-- I /_,}
OJ/ll/20H
COOE 0003077~ IFACIUTYCOOE
"·
D The abo,c numbered <-ollclt.11lon
il amended a, iol forth ,n llcm 14, Tho hour and date 'P<'"fied 'or roce p1 ofOffers D 1,no1e,tonded,
Olfe" mull J<knowled~e re<elpt ol 1hi, omondmem pr,or 10 the hour and date ip,cclfiedIn the rnll<ilat on or •1 amended, by one o( lhe following method,.
laJBy complet1ng llcm1 a and 1S, and returning ___ <op:e, cf tht, amendment, •bl By •dcnc>wledglngre,:;eipt of till, ~mendmen, on each copy o( 1he offer submlned,
or{<) Byseparate loner or tol<>gramwhich Include<a roreicnce to 1hc !olklt.ition .ind omeodrneni numbo,s. flllll!RE Q!' lOUR IICKNOWlEOGMH-ITTO BERECEIV£0AT1l1!c PLACE
DESIGNATW FD~THERECEIPT OFOFFERSPRIORTOTl1EHOURANDOATESPECIFIED MAYRESUlT Ill REJECTION OF YOUROFFER If by sinue cf 1bl>arneadment yow desire 10 change •n ofle,
ohcadv submntod. such <:hangemay be made by teleqrarn or •otter. llfPvlded each telegram or lc1ter m.,1,e,roforen,o 10 1he ,ollrna1lon and th;,
ameMmon~ and r, reco111odp11orto the open ng hcuJ ano dl!e spt>.:,,ed.
12.ACCOutlfiNGAflb 11PFAoPIAAf101-1
DATA
13, THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
CllE(KONE I" l ~-- I u ,u:
NO INITEM lOA.
□ THEABOVENUMBERED CONll!IICTIORD:RIS MCOl!'•EOTOR!H€CT n-1EADMINISTRATIVE

CHANGES (,u,h a, c/lang~,in poying ulfitr.
□" approp,10r,onda1, ,1~ I SETfORTHIN111:M14, PUR5UANTTOTHE AUrnORITTOFFIIR4).\Dl(bl.
,, '"'
'x1
IL::::J FA!t Dubpart 4.804·1 Clcaco·-1t by the OEficc Adm1niatetin9 the Ccntr~~t
E. IMPORTANT: Contractor O is not, fgj is required to sign this document and return copies to the issuing office.
14 oEScR1Pf10f~
Ci=AMCNbMENT,MbOiflCATION
(
MOOIFICATIONCONTROL NUMBER £:)- i'Sl,-09- 0- 00 l~ / 00 12~00 OG1
SUMl.'.AR\' OF CHANGES <Oee con~ im1,,t1on sheet
---· ·-·•""'
c we;~;c,
\<1i<.\ · G1bnon, ;-:,,ren
(. V,(J)fres ;c\effi "\i'Ala,,··, 0Pf\1Cif\q G;'cr;e r.•.ct i "'.! Off, ·,trf
' 16~. .,A
" fb)(6) I
b)(6)
,,.
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'c (c/ / oJ-Dlt,
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IISN 75•0-01- 152-8070 STANDARD FORM 30 iRCV10-Bll
Prc,·i<lUI~d,t,on unu 1ab!e P,c1olbeo b1G><',FM l'-8 URi 5l.24l
ED-FSA-09-D-001410012POOOO 1
Page 2 of 2
Summary of Changes
The purpose of this modification is to closeout Contract Number ED-FSA-09-0-0014, Task Order 0012. All invoices have been received and paid and
$0.00 funds remain.
Section J - List of Documents, Exhibits, and other Attachments
The following attachments are added:
File Attachments:
Tille Description File Name Entity Reference
GCS-001 and Contractor's Release Form and GCS-001-

Header
002 Assignment of Refunds Form 002 09D0014 0012 SIGNED.pd!
U 5 DepartmentofEducation
Washln ton, DC 20202
CONTRACTOR'S ASSIGNMENT OF REFUNDS, REBATES, CREDITS AND OTHER AMOUNTS
Pursuant to the terms of Contract No. ED-ESA-09-D-0014/0012 and in consideration of the reimbursement of
costs and payment of fee (if any), as provided for in the said contract and any assignment thereunder,
Penns lvania Higher Education Assistance Agency (Hereinafter called the Contractor does here!,ly:
1) Assign, transfer, set over and release to the United States of America, Department of Education
(hereinafter ca/fed the Government) all refunds, rebates, credits and other amounts (including any
interest thereon) arising out of the performance of the said contract together with all the rights of
action accrued or which may hereafter accrue from these transactions.
2) Agree to take whatever action may be necessary to effect prompt collection of all refunds, rebates,
credits and other amounts (including any interest thereon) due or which may become due, and to
promptly forward to the Contracting Officer amounts (made payable to the U.S. Department of
Education) for any proceeds so collected. The reasonable casts of any such action to effect collection
shall constitute allowable costs when approved by the Contracting Officer as stated in the said
contract and may be applied to reduce any amounts otherwise payable to the Government under the
3) Agree to cooperate fully with the Government as to any claim or suit in connection with refunds,
rebates, credits and other amounts due (including any interest thereon); to execute any protest,
pleading, application, power of attorney, or other papers pertaining to these items; and to permit the
Government to represent him at any hearing, trial, or other proceeding arising out of such claim or
suit
In witness whereof this assignment ha!-been exernted this /'J rt. day of_J.=ci.c,._
__ ~, year ;)iJ/4,
' By, Jb)(6) [ +
CERTIFICATION
I, _JLeao,e'"S""--"Saweewtt~------
certify that I am the Federal Contract Manager
(Officlul Title)
_________ of the Pennsylvania HigherEduca1ionAssistance Agency

(Organization)
named as Contractorin the foregoingassignment; that DanielC. Weigle who
signed said assignment on behalf of the Contractorwas then Sr Vice President : that said assignment
(Official Title]
was duly signed for and on behalf of said organizationby authority of its governing body and Iswithin the scope of
its legallyvested powers
SEAL
0
EDFORMGCS-002,6/87
U.S. Department of Education

Washington, DC 20202
CONTRACTOR'SRELEASE
Pursuant to the terms of Contract No: ED·FSA-09·D·0014/0012 and in consideration of the sum of fifty-four
thousand, dollars {$54,0000.00), which has been or is to be paid under the said contract to Pennsylvania Higher
Education Assistance Agency (hereafter cafled the Contractor), the Contractor, upon payment of the said sum by the
United States of America, Department of Education, Office of Federal Student Aid (hereinafter called the
Government), does remise, release, and discharge the Government, its officers, agents, and employees from all
liabilities, obligations and claims arising out of or under the said contract, except:
I) Specified claims stated in exact amounts, or in estimated amounts when the exact amounts are not known:
2) Claims (including reasonable incidental expenses) based upon the liabilities of the contractor to third
parties arising out of the performance of the said contract which are not known to the Contractor on the
date of the execution of this release and of which the Contractor gives notice in writing to the Contracting
Officer within the period specified in the said contract.
3) Claims for reimbursement of costs, including reasonable incidental expenses, incurred by the Contractor
under the patent clauses of the said contract, but excluding any expenses arising from the Contractor's
indemnification of the Government against patent liability.
The Contractor agrees, in connection with patent matters and with claims which are not released as set forth above,
that he will comply with all of the provisions relating to notification to the Contracting Officer and relating to the
defense or prosecution of litigation. The Contractor further agrees, pursuant to the audit and accounting provisions
of the contract that the amount of any sustained audit exceptions resulting from any subsequent audit by the
Government will be refunded to the Federal Government. The refund, if any, will be made within thirty (3 0) days
after the exception has been sustained.
In witness whereof, this release has been executed this / ,;}- IL dav of J:,/4 year dfl!I,.,
b)(6) I
By:_--j_
_________ J-------
CERTIFICATION
1, __ L_a_u_re_n_S_w_e_t_t
______ certify that I am the Federal Contract Manager
(Official Title)
________ of the Pennsylvania Higher Education Assistance Agency

(Organization)
named as Contractor in the foregoing assignment; that Daniel C. Weigle who
signed said release on behalf of the Contractor was then Sr. Vice President · that said release
(Official Title)
was duly signed for and on behalf of said organization by authority of its governing body and is within the scope of
(b)(6)
its legally vested powers.
SEAL
l.}
(.'filinature)
ED FORM Gcs.001, 6/87
1, REQUISITIONNUMBER PAGE 3
SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1 "'
OFFERORTO COMPLETEBLOCKS72, 77. 23 24, &30 EDOFSA-14-000869
2. CONTRACT NO 3. AWARD/EFFECTIVE 4, o~orn NUMBER 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE
DATE DATE
ED-FSA-09-D-0014 0013
SEP 01. 2014
a.NAME b. TELEPHONENUMBrn (No co.'icel 6 OFFERDUE DATE/
►
7. FOR SOLICITATION ,Q/,'il LOCAL TIME
INFORMATION CALL:
9. ISSUED BY CODE IFSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE. % FOR:
Un,ted States Oepar1men\ of Education □ SMALL BUSINESS □ WOMEN-OWNED SMALL
Federal Student A1d/M,ss,on Support Group BUSINESS (WOSB)
□
830 F,rst SI NE - Su,le 91 F3 !IUBZONE S~lALL NAICS:
Washington DC 20202
BUSINESS □ ECONOMICALl Y DISADVANTAGED
WOVEN-OWNED St,IALL BUSINESS
□
SERVICE-DISABLED iEOWOSB) SIZE STANDARD:
VETERAN-OWNED
SMALL BUSINESS □ B(A)
DELIVERYfOR FOBDESTINA- 12 DISCOUNTTERMS
" TION UNLESS BLOCK IS
O Days □
RATED ORO::R UNDER
13b RATING
MARKED DPAS (15 CFR700)

0% \4. METHOD OF SOLICITATION
□ Net 30 ,rn
SEESCHEDULE
\5 DELIVERTO CODE FSA-FS2 16 ADMINISTLR[DBY □ em
□ CODE
□ RFP
IFSA-FS2
UrHed States Depanmert of Eoucal1on
Fede,a, Stc·dert r,.01•~IssionSuppcn Group
830 Fl'sl St f>E Su•e91F3
Federal Student Aid/M1ss10n Support Group
Wasr.,ngtM DC 20:02 830 First St NE - Suite 91F3
Washington DC 20202
17 □CONTRACTOR/ cooE 100030774 I

FACILITY 18a.PAYMENT WILL BEMADE BY
CODE I FSA-BUD
OFFEROR. CODE
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA Budget Group/lnvoic:e AdmIn
1200 NORTH 7TH STREET US Department of Educat1onlFSAICFO/BGIFSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE. Suite 5481
CAGE: 41UK?
231693362 DUNS· 007368103
""
TELEPHONE NO.
□ 17b. CHECK If REMITTANCE IS DlfFERtNT AND PUT SUCH ADDRESSIN mo SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK H!a UNLESS BLOCK
OHER BELOW IS CHECKED
□ SEEADDENDUM
a
"
ITEM NO. '°
QUANTITY "
UNIT UNIT PRICE
K
AMOUNT
(Use Re·,er,e Qn,J/or Atwcl, Addmonal Sheer, a, Nece,rnryj

25. ACCOUNTING AND APPROP~IATION DATA .!6. TOTAL AW,\RD AMOUNT (For Govt. UseOnly/
See Schedule S45,079,677.50

lJ 2/o SOUC,
Tl,TIONI.\CCRFORA
TESBYRCFEHCNCf FAS 5l /; l C,Sl l1 )-4, C;s'! \l ll 2-J MW Sl ll 2-5 /IS[ l,TIMHED /\DCENDII LJ ARC LJ /,Rl NOT,,TT,\CrlED
□ llb.CONTR,\CT;PURCll,\SE ORDERINCORPORATES
HYRlfCRE~Cl >AR 5l l1l-4, f,\r, Sl ,1 l-S ISATTMHEO AJDENJA DAR'~ IIRCNOT,,TT/\CHED
"
□ 28. CONTRACTORIS R£QUIREDTO SIGN THIS DOCUMrnT AND RETURN

COPIESTO ISSUINGOfflCE. CONTRACTOR AGREESTO FURNISH f,ND
--- □ 29. AW,\RD OF CONTRACT: REF. OfFF.R
DAITO YOUR OFFER ON SOLICITATION

DELIVERAll ITEMS SIT FORTH OR OTHERWISEIDENTIFll:D ABOVE AND ON ANY (BLOCK SL INCLUDING ANY ADDITIONS OR CIIANG[S Wl11Cli ARE
ADDITIONAL SHEETSSUBJECTTO THfTERMS AND CONDITIONS SPECIFIED SET FORTHHEREIN,IS ACCFPTED AS TO ITEMS:
30a SIGNATUREOF OfFEROR/CONTRACTOR 31 a. UKITLD STAHS Of AMERICA (SIGl.'ATUR£OF CONTRACTINGOFFICER!
"
(b)(6)
30b NAME AND TITLE Of SIG~tR (Typ<'orprim/ 30c. DIITE SIGNED pnnr,' 31c. OIITE SIGNED
J'
0
"
Sao Kang 202-377-3798
soo.kang@ed.gov AUG 29. 2014
AUTHORIZED FOR LOCAL REPRODUCTION STANDARD FORM 1449 !REV 3120111

PREVIOUStDITION IS NOT USIIRLE Presrnbed by GSA· FAR i46 CFR) 'i3.212
n
"
ITEM NO. SCHEDULE "
OF SUPPLIES1SERVICES "
QUANTITY UNIT "
LJt-;ITPRICE
K
AMOUNT
'
32a QUANTITYINCOLL/MN ?l HAS BHN
□ RECEIVED □ INSPECTED □ ACCEPTED,AND CONroRMS TO THCCONTRACT,EXCEPTAS NOTED·
32b SIGNATUREOF AUTHORIZED GOVERNMENT 32c, DATE 32d. PRINTEDNA Mt ANO TITLEOF AUTHORIZEDGOVERNMENT
REPRES!:NT
ATIV[ REPRESEl-:TA
TIVE
OF AUTHORIZEDGOVERNMEUREPRESENTATIVE
32e. MAILING ADORE<,S 32f. TELPHONE NUMBER OF ,\UTHORZED GOVERNMENTREPRESENT/,TIVE
32g E-MAIL OF /\UTHORIZED GOVERNMENTREPRESENTATIVE
33. SHIPNUMBER Jt.. VOUCHEcRNUMBER 3',, AMOUNT VERIS'l!:O JG.PAYMENT 'JI.CHECKNUMAER

CORRECTfOR
l PARTIAL 7 □ COMPLETE □ PARTIAL □ FINAL

ltlNAL
38. SIR ACCOUNTNO. 39, ',/H VOUCll!.R NUMBER 40 PAID BY
4 la. I CERTIFYTHIS ACCOUNT IS CORR(CT AND PROPERFOR PAYMENT 42a. RECEIVEDBY (Pm11)
4 lb. SIGNATUREAND TITUCOF URTlfYING OH-ICER 4lc.DATE

42b. RECEIVEDAT ILocaMn}
42(. DATE REC'D iYY,MM'D0) 142<:I.

TOTAL CONTAINERS
STANDARD FORM 1449 (REV 3120111 BACK

ED·FSA·09·D-001410013
-------------------------~
SCHEDULE Continued
ITEM NO, SUPPLIES/SERVICES QUANTITY I UNIT I UNIT PRICE $ AMOUNT $
---~------ -----------+------------ !
------;~-------,

soo.kang@ed.gov



None
Period of Performance: 09/0112014- 08/31/2015
December 31, 2014.

0202M2014 .A.20 14. EN B00000 .6N 5. 2521 A.AB5 _000 _
0000.000000
$42,695,867.00
NTE NTE
0002 Delinquency Reduction Compensation Program 1.00 SE 2,000,000.00 2,000,000.00
Not-to-Exceed $500,000 per Quarter and
Not-to-Exceed $2,000,0000 Annually

0202M2014 .A.2014.ENB00000 6N5.2521 A.ABS.000.
0000.000000
$2,000,000.00
0003 Funding for Development and Maintenance, through 1,00 SE 383,810.50 383,810.50
approximately December 31, 2014

0202M2014.A.2014. ENB00000 .6 N 5 2521 A.AAJ. 000.
0000.000000
$383,810.50
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND3AMERICAN

PAGE FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
OF 3 EO-FSA-09-0-0014/0013

11 Contract ID Code 1-Pag!cJ)fPanes
1 I 2
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ. NO. PROJECT NO. (1/applicable}
0001 SEP 22, 2014 EDOFSA-14-000940 I'

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than 1\em 6) CODE
Un,ted States Department er Educatoon
Federal Studem Aid1M.ss1on Support Group See Block 6
Washington DC 20202
Katharrne Hill 202·377·4215 katharine h1ll@ed gov
8 NAME AND ADDRESS OF CONTRACTOR (NO Street, Country, Stole and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS: 007368103 1,1
~
1200 NORTH ?TH STREET Cage Code 41 UK7
FINANCIAL MANAGEMENT 5HI FLOOR
'
~D-FSA-~9-0-::,01
!1C\H3
X
! CODE 0003077 4 1 FACILITY CODE SEP 01, 2014

I
.; D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended, D 1snot extended
Offers must acknoWledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended. by one of the following methods:
or (c} By separate letter or telegram which includes a reference to the solicita1ion and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
telegram or letter makes reference to the solic1tat1on and this amendment. and 1s received prior to the opening hour and date specified.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount S2,239,749.03
Se e sc h e d u Ie Modification Obligated Amount $2,239,749.03!
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify authority) THE CHANGES SET FcfFffH IN ITEM 14 ARE MADE IN THE
I
D. OTHER (Specify type of mod1ficat1on and authority)

X Funding Only
E IMPORTANT· Contractor fX is not, I is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENTIMOOIFICA TION (Organized by UCF section headings, including sol1c1ta!ion/contracl subject matter where feasible}
The purpose of this mod1f1cat1on 1s to provide additional funding for Title IV Aid Servicing and Development and Maintenance. through
approximately December 31 2014 The total value of the contract 1s increased by $2,239,749.03 from $45,079,677 50 to $47,319,426.53
Except as provided herein. ~II terms und cond,t,ons or tile documer,t referenced '" ,tern 9A er 10A ,is hereloiore cl1anged. remains uncnangcd ~nd In f\Jli force und effect
15A NAME AND TITLE OF SIGNER (Type Of print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson i
I202-377-4381 karen g1bson@ed gov
i
158. CONTRACTORIOFFEROR - 15C. DATE SIGNED 16B UNITED STATES OF AMERICA 16C DATE SIGNED
--
(b)(6)
SEP 22. 2014
I (Signature of person ault1011zedto sign)

(','1onature ofContractina Officer) I
-
\;~;,.; 7)-!0-111-1)2-80711 SI.\:\ D.\IW l·OR\l 30. (lfo. l0-83)
Pr,·11ou,; Edition unus.,hk l'r~.,~ribcd b) (,:>:\ FAR (-tx CTR) 5.L'...\-1
,-
--
ITEM NO,
1-- SUPPLIES/SERVICES
- ----
SCHEDULE Continued
QUANTITY UNIT UNITPRICE $ AMOUNT S

' -------

karen.gibson@ed.gov


Patrice.Washmgton@ed.gov

None
(New Line Item)

December 31, 2014

0202M2014A2014. EN B00000 _6N 5 .2521 A .ABS. 000.
0000.000000
$2,060,559.03
(New Line Item)

0030 Funding for Development and Maintenance, through 1.00 SE 179,1go_oo 179,190.00

0202M2014.A.2014. EN B00000. 6 N5 .2521 A.AAJ .000.
0000.000000
S179,190.00

PAGE: AMERICAN
2 E:D-f"SA-09-D-0014/0013/0001
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' CootrnctlDCooe IPa~~-Tg

2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15 PROJECT NO (ii applicable) I
I
0002 SEP 26, 2014 EDOFSA-14-000961
' United States Department of Education
Federal Student A1d/M1ss1onSupport Group See Block 6 I
830 Fm;t St NE - Suite 91F3
Weshmgton DC 20202
8 NAME ANO ADDRESS OF CONTRACTOR {NO., Street, Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
1200 NORTH 7TH STREET Cage Code. 41UK7

HARRISBURG PA 17102144-4

' ED-FSA-09-D-0014,0013
i X
108. DA TED (SEE ITEM 13)
CODE 0003077 4 I FACILITY CODE SEP 01, 2014

D The above numbered sol1citalion is amended as set forth in item 14. The hour and date spec,f1ed for receipt of offers D 1sextended, Dis not extended.
Offers must acknowledge receipt of this amendment pnor to the hour and date specified In the solIcitalion or as amended, by one of the following methods.
(a) By completing items 8 and 15, and returning __ copies of amendment: (b} By acknowledging receipt of this amendment on each copy of the offer submitted,
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted such change may be made by telegram or letter provided each
; telearam or letter makes reference to the solicitation and this amendment, and Is received onor to the o n\= hour and date snecified
I 12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $28,254,303.46
Modification Obligated Amount $28,254,303 46
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTSJORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
Check One
'
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MOD\FIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as d-.anges in paying I
' office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b}. ,

!
!
D OTHER (Specify type of modification and authority}
X Funding Only
E. IMPORTANT: Contractor IX rs not, I is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION {Organized by UCF section headings, including solicitation/contract subject matter where feasible)
The purpose of this modification is to provide add1!1onal funding for Title JVAid Servicing, through approximately August 31, 2015. The total value
of the contract Is increased by $28,254,303.46 from $47,319,426.53 to $75,573,729.99
hcep1 as prov,ded here,n_ all terms and rondit,ons of the OOcmneflt referenced ,n ,tern 9A or JOA. as here1ofore changed, remains unchanged and ,n full force and effect
15A NAME ANO TITLE OF SIGNER (Type or print} 16A. NAME ANO TITLE OF CONTRACTING OFFICER (Type or prrnt)
, Angie Smith
!2 □2-377-4016 ang1e.smith@ed.gov
15B CONTRACTORIOFF!:_ROR __ 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA
(b)(6) l 16C. DATE SIGNED
SEP 26, 2014

l
_L__. ~----'
Si nature of Contractin Officer
STANDARD FORM 30. (Ke~·- I0-83)
NSN 7540-01- I 52-8070
h> GSA FAR (48 CFR) 53.243
Presaibcd
Pre, iou, Fdition unusahlc
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT$
Contracting Officer Angie Smith, 202-377-4016,

ang1e.smith@ed.gov
Pnmary Contracting Officer Representative: Tammy

Connelly, 202 377.3298, tammy.connelly@ed.gov

Lynn Smith, 202-377-3577, lynn.sm1th@ed gov
Patnce.Washington@ed.gov
Alternate Technical Point of Contact(s)

None
(New Line Item)

0031 Provide Title IV Aid Servicing, through approximately 1,00 SE 28,254,303.46 28,254,303 46
August 31, 2015

0202M2014.A.2014.ENB00000 6NS.2521A.ABS.000
0000,000000
$28,254,303.46
PAGE 2 OF 2 ED-FSA-09-D-0014/001310002
1. Contract ID Code Paae of Pa □es _

1 I 2
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4, REQUISITION/PURCHASE REQ. NO 15.PROJECT NO. (if applicable}
0003 1 SEP 30, 2014 EDOFSA-14-000981
United S:ates Department of Education
Federal S:udent A,dlM,ss,on Support Group See Block 6
830 F,rsl S: NE - Suite 91 F3
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO. Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO

ED-FSM9-D-0G
I4/0013
X
108. DATED {SEE ITEM 13}
CODE 00030774 I FACILITY CODE SEP 01, 2014
Offers must acknowledge receipt of this amendment prior lo the hour and date specified in the solicitation or as amended, by one of the following methods:
{a) By completing items 8 and 15, and returning __ copies of amendment, (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and dale specified.
I 12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $5,365,944.42
' See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: {Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b)

X Funding Only
E. IMPORTANT: Contractor IX is not, I is required to sign this document and return copies lo the issuing office.
The purpose of this modification is to provide additional funding for Tille IV Aid Servicing, through approximately August 31, 2015. The total value
of the contract is increased by S5,365,944.42 from S75,573,729.9g to $80,939,674.41.
facep( as provaCcd herein. all terms ""d condIl1ons of tCe Cowrrcnt reforcnccd onLiem 9A or 10A, as herctoforo diargod, remains unchr.gcc! ar.d ,r./\ill force urd cf'cct
15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print}
Angie Smith
202-377-4016 angie smith@ed gov
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA -

16C. DATE SIGNED
SEP 30, 2014
{Signature of person authorized lo sign)

(Sionature of Contractino Officer)
i\S\! 75-tO-O1-152-8070 ST.-\\1) ..\RI) FOR\! 30. (Rr,. 10-83)
Prn iou, Edition unusable !'r<:~crib~d by GS.,\ FAR (48 l'FR) 53.2-t3
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY I UNIT UNIT PRICE S AMOUNTS

I I

angie.smith@ed.gov



None
(New Line Item)

August31,2015

0202M2014 .A.2014. ENBOOOOO. 6N 5 .2521A.ABS. 000.
0000.000000
SS,202,889.96
(New Line Item)
0033 Provide Title IV Aid Servicing, through approximately 1.00 SE 163,054.46 163,054.46
August 31, 2015

0202M2013A2014. E NBOOOOO .6N5.2521 A.ABS .000.
0000.000000
S163,054.46
'
'!
'
' '
PAGE 2 OF 2 ED-FSA-09-D-0014/001310003
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11 Contract ID Code 1~eofPag~

'11·,
2. AMENDMENT MODIFICATION NO. 13EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ. NO. PROJECT NO (1f applicable)
0004 NOV 05. 2014 I'

Un,ted Slates Department or Education
Washington DC 20202
Kathanne Hill 202-377-4215 kathanne h1ll@ed gov
8. NAME AND ADDRESS OF CONTRACTOR (NO, Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS 007368103
(x)
~
i
J
ED--FSA-09-D-0014,001
X '
D The above numbered solicitation Is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended, Dis not e~tended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified In the solicita11on or as amended. by one of the following methods: i
or (c) By separate letter or telegram whicli includes a reference to the solic1tat1on and amendment numbers FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submilled. such change may be made by telegram or letter, provided each
teleqram or le1ter makes reference to the solicitation and this amendment, and Is received orior to the ooenino hour and date soec1fied
I 12. ACCOUNTING AND APPROPRIATION DATA (If required) Modificat1on Amount: $0.00
. See Schedule Modification Obligated Amount SO.DO
13. THtS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying I
'
I X office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
D. OTHER (Specify type of mod1f1cation and authority)
E. IMPORTANT: Contractor IX is not, I is required to sign this document and return copies to the issuing office '
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. 1ncludmg solicitation/contract subject matter where feasible)
The purpose of this mod1f1cat1on Is to incorporate the following Change Requests (CR} into Contract Number ED-FSA-09-D-0014. Task Order
'0013. See Attachment.
of the document referenced rn ,tern 9A or 10A, as herntofore changed, rema,ns unchanged and 1nJuliforce and ettcct
Excepl us provided herein ~:1terms @O cond1t1011s
15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or p11nt}
Karen Gibson
202-377-4381 karen g1bson@ed gov
15B CONTRACTORIOFFEROR 15C DATE SIGNED 16B UNITED STATES OF AMERICA 16C DATESIGNED
(b)(6)
NOV 05, 2014
' I

I (,;:,1nature o, 1.,0ntractIn4 v, Icer) I
. .
NSN 7).!0-01- I )2-807(1
.
SI ,-\', n,\RD F OR.\I 30. (Re\'. 10-83)
l'r~, ious Ed1lio11um1sabk Prt>(rib~J by GSA FAR (-18 lTR) 53.2.!3
Attachment Page
The following Change Requests shall be incorporated irito Contract Number ED-FSA-09-D-0014,Task
CR ID Cost ! ATO Date CR Description
I FSAhas officially registered the term ''FAFSA" with the US
' Patent and Trademark Office (USPTO). FSAcan officially begin
using the term in this manner when referring to the Free
2653 $3,150.00 , 9/25/2014
Application for Federal Student Aid, and are requiririg all
i Servicers to update their systems utilizing the registered
trademark.
'
Currently there is no standard way in FMS to d1stingu1sh
between journal entries of transactions that are done by the
servicer manually versus those done by automated sources.
2722 $9,160.00 9/15/2014
The purpose of this CR 1sto establish consistent methods of
reporting from each servicer utilizing existing fields within
FMS that shall be reportable and able to be queried.
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
Order 0013. There 1sno cost associated with the Change Requests below. Therefore, no funds are
CR 10 Cost j ATOOate CR Description

'
'I I Federal Student Aid (FSA) 1srevising the current guidance for
I '' death documentation to expand the alternative sources of
'
2687 ; $0.00 i 9/18/2014
documentation to include the use of the death file. The death
file would not be used as a primary source to confirm death
'
'
i '' (equal to that of a death certificate). Rather, FSA1sexpanding
i the types of approved alternative dornmentat1on.
!
I
' Servicers follow Metro 2 requirements for Credit bureau
; ' reporting. The last time Metro 2 requirements were updated,
I
' ; the Department of Education had only one Direct Loan {DL)
2751 $0.00 9/11/2014 ' Servicer. In addition, TIVASand NFP requirements do not
clearly define how and when to report. In order to optimize
I
' efficiency of service. FSAis establishing universal Credit Bureau
Reporting requirements for all servicers.
PAGE 2 OF 4 ED·FSA-09-D-001410013/0004
Attachment Page
SLM Corporation, commonly known as Sallie Mae, will be

chang1r1gits name to Navient as part of a transaction earlier
: this spri11gto separate i11totwo companies. All serv1cersshall
2755 so.oo 9/22/2014 i change how the former Sallie Mae servicer is referenced in
borrower and school faci11gmateri;il (letters, websites, logos,
etc.).
I Borrowers who inadvertently exceeded annual or aggregate

borrowing limits may regain Title IV eligibility by repaying the
excess or reaffirming their debt with their federal loan
2772
Ii $0.00 9/12/2014
servicers. To make this process more uniform, the Department
will create a Reaffirmation Form that will be processed by the
federal loan servicers. When the borrower supplies the school
with confirmation of reaffirmation, he or she rega1r1seligibil1ty
for aid.
Pursua11tto the needs of Federal Student Aid (FSA) and the

I service rs, some of the requirements regarding the control mail
2779 i $0.00 9/24/2014

have been updated. These changes are needed to provide
consistency across the service r's responses to and processing
of the control mail This will also ensure continued timeliness
of the responses.
The Massachusetts Attorney General {AG) sued and settled

with a school owned under Sullivan & Cogliano (S&C). Federal
Student A1d'soffice of General Council has worked with the AG
2787 $0.00 9/26/2014 to develop a legal method of applying the settlement amount
to eligible borrower accounts, This procedure provides
instructron on receipt and application of these payments, as
well as guidance on credit bureau reporting
PAGE 3 OF 4 ED·FSA-09-D-0014/0013/0004
SCHEDULE Continued
SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE 5 AMOUNT $

---
''
karen.gibson@ed.g o,

Connelly, 202.377.3 298, tammy.connelly@ed.gov
Alternate Conlract1ng Officer Representative(s):

Lynn Smith, 202-377 -3577, lynn.smith@ed.gov '
Patnce.Washington @ed.gov
Primary Technical Pamt of Contact: None

None
'
'
PAGE
AND 4 ED-FSA-09-D-0014/001310004
1 Contract ID Code I Paae of Paces

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I
-
I 1 I 3
'
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicable)
0005 JAN 20, 2015 EDOFSA-15-000172 1
6. ISSUED BY CODE FSA-FSZ ?. ADMINISTERED BY {If other than item 6) CODE

Urnted States Department o'. Education
Federal Studem A1d/M1ss1onSupport Group See Block 6
Washington DC 20202 I
8. NAME AND ADDRESS OF CONTRACTOR (NO Street, Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS 007368103
(X)
~ '
Cage Code 41 UK7

ED-FSA-C9-0-[01
4-:>0~3
I'
i X
'
i CODE 0003077 4 I FACILITY CODE SEP 01, 2014
D The above numbered sol1c1tationIs amended as set forth in item 14. The hour and date specified for receipt of offers is extended, Dis D
not extended.
Offers must acknowledge receipt of this amendment prior to the hour and dale specified 111 the solicitation or as amended. by 011eof the following methods:
' (a) By complel,ng 1lerns 8 and 15. and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submil!ed;
I or (c) By separate letler or telegram which 111cludesa reference to the sol1citalm11a11damendment numbers FAILURE OF YOUR ACKNOWLEDGMENT TO BE
! RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of lh1s amendment your desire to change an offer already submitted, such change may be made by telegram or le!ter. provided each
telegram or lelter makes reference to the sol1citat1ona11dthis amendment and Is received prior to the open,ng hour and date specified
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modif1catIon Amount $71,600.00
See Schedule
'
13. THIS ITEM ONLY APPLIES TO MOD!FICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED lN ITEM 14. '
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify aulhor1ty) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes 111paying
office. appropnatIon date, elc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b)
:

'
'
X Funding and Admin1strat1ve Changes
. E. IMPORTANT: Contractor IX is not, I is required to sign this document and return copies to the issuing office .
14. DESCRIPTION OF AMENDMENTIMODIFICA TION (Orgarnzed by UCF section headings, 1nclud1ngsol1c1tat1onlcontractsubject matter where feasible)
: The purpose of this mod1f1cation Is to provide funding for Change Request (CR) 2731. The total contract value Is 111creased by $71,600.00 from
S80,939,674 41 to $81.011.274.41
: All other terms and conditions remain unchanged
Except'" provided l1Pmn, all !ern1s ~c.d cond,IIws o1 the document referenced ,ri ,tern 9A or 10A, as nereto/01e d>ari\1ed, rema111Suriel\ariged drid ,ri fc.;Iforce and erlecl
Karen Gibson
202-377-4381 karen.gibson@ed.gov
158. CQNT_RACTORIO=FcFE
0 RcO=R-------~
15C. DATE SIGNED 168. UNITED STATES OF AMERICA __ _J 16C. DATE SIGNED
b)(6)
JAN 20 2015

(Si nature of Contracl1n otf1cer)
;-.:SN 75-lll-0 1-152-.~071) STA:\D.\RD FOR\! JO. (Rn. 10-8JJ
l'r._,,inu., hlil1un unu,abk l'r'-'anib<-'d by GSA FAI{ I-18 lTR) 5].~-!3
Attachment Page
The following Change Request shall be incorporJtcd into Contract Number ED-FSA-09·D·0014, Task Order
0013 funded by Line Item 0034.
CR Cost DJte CR Description
'° i
2731 $71,600.00 01/16/2015 CR Title: Servicing Document Upload Functionality
The purpose of th,; CR ,s to meet Federal Student A1d's

go;il to increase the accessibility of Federal Student Aid
websites and products by implementing the
functionality for borrowers to electronically upload all
the approved 0MB forms used by servicer> and
supporting documentJt1on for servicing (e.g. alternative
- . . -
I documentation of income).
PAGE 2 OF 3 ED-FSA-CJ9-D-C01~/0013i0005
·----- -------------·---·-----------------~
SCHEDULE Continued
ITEM NO $UPPLIE$1$ERVICES QUANTITY r UNIT UNIT PRICE $ AMOUNT $
---,---,-------~·--·----0
Contracting Officer: Karon Gibson, 202-377-4381,

karen.gibson@ed.gov


Lynn Smith, 202-377-3577, lynn.sm1th@ed gov

None
(New Line Item)

0034 Provide funding for Change Request {CR) 2731. 1.00 SE 71,600.00 71,600.00

0202M20 15.A.2015. EN B00000 .6N5 .2521A.AC R.000.
0000.000000
$71,600.00

P/\GE AMERICAN
3 ED-FSA-09-D-0014/0013/CJGG5

11 Contract ID Code Paoe of Pacies
1 I 5
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable)
0006 FEB 12. 2015 EDOFSA-15-000207

Un,ted States Department or Educat.on
Federal Student A1d1Mess1onSupport Group See Block 6
830 First St NE - Su1le 91F3
Washington DC 20202
Katnanne Hill 202.377.42; 5 katharine h1ll@eo gov
8 NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
(X)
-
HARRISBURG PA 171021444 9B. DATED (SEE ITEM 11) '

E(HSA-:,9-D
0-01~,C013
X
! CODE 00030774 I FACILITY CODE SEP 01, 2014
!
D The above numbered sol1cita!1onis amended as set forth 111 item 14. The hour and date specified for receipt of offers Is extended, D
not extended. Dis
Offers must acknowledge receipt of this amendment prior to the hour and dale spec1!1edIn the sol1citat1onor as amended. by one of the following methods:
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted,
or (CJ By separate letter or telegram which mcludes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
telegram or letter makes reference to the solicitation and !his amendment. and is received prior to the opening hour and date specified.
12, ACCOUNTING AND APPROPRIATION DATA (II required} Modification Amount $742,420 oo·
d'f I' Obi'Iga Ie dA moun: t S74242000'
M 0IIcaIon
i See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO (Speclfy-iii:ithcii-ity)THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
''
office. appropriation date, etc} SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
'
D OTHER (Specify type or mod1ficat1011

and aulllorily)
X Funding and Administrative Changes
.
' 14
E
--- Contractor rX Is not I Is required to sign this document and return
IMPORTANT copies to the issuing office
DESCRIPTION OF i\MENDMENT/MODIFICA TION (Organized by UCF section headings. including solicitation/contract subject matter where feasible)
Please see page 2 of 5 for modif1cat1on description
txcept as prnv,dod liere,n, all terms ar,d cor1d1Mr1sur Ilic dornm~nl referenced 1n item sr,or 10/\, as neretolore changed, rcma.ns unchanged ana ,n foll lore~ and dlect
Karen Gibson
202•377-4381 karen.gibson@ed gov
15B CONTRACTORIOFFEROR 15C. DATE SIGNED 16B UNITED STATES OF AMERICA 16C DATE SIGNE□-
l(b)(6)
FEB 12. 2015
(Signature of person authorized lo sign) (Sl nature of Contract1n~ Officer)

'.\S\i 75.HJ-01-152-8070 SI .\:'\ll.-\lWFOR.\! JO. (Rr\'. 10-83)
l'r<.:,iuus l.d1t1on unu,abk l'r~scrilml h;>CiS/1 F,\R 1-!8CFRJ 53.2-13
Continuation Page
The purpose of this modificationis to:
1. Provide Funding for Change Request (CR) 2725, in the amount of $240,470.00.
The total contract value is increased by $742,420.00 from $81,011,274.41 to $81,753,694.41.

PAGE AMERICAN
5 ED•f"'SA·09·D-00141001310006
Attachment Page
The following ChJnge Request shJII be incorporated into ContrJct Number ED·FSA·09·D·0014, TJsk Order
0013 funded by Line Item 0035
ca Cost Date CR Description

ID
2725 $240,470.00 2/11/2015 CR Title: Servicers Websites WCAG 2.0 Compliant
The purpose of this CR is to meet Federal Student Aid's goal to

increase the accessibility of Federal Student Aid websites and
products by mak;ng its website(s) WCAG 2 O compliant.
The following ChJnge Request shJII be incorporated into Contr;ict Number ED·FSA·09·D·0014, TJsk Order
CR Cost Date CR Description
ID
2726 $28,350.00 ! 2/11/2015 CR Title: HTML ReJd•Only versions of Student LoJn Stmements
The purpose of this CR is to meet FederJI Student Ai d's goJI to

' increase the Jccess1bility of Federal Student Aid Websites Jnd
;
products by creating HTML read•only versions of student loan
I i statements.
-- ,_.J
The following Change Request shall be incorporated into Contract Number ED-FSA-09·0·0014, Task Order
2838 $18.700 00 2/11/2015 CR Title: Accessible Loan Servicing PDFs Forms on Servicer
' Websites
I
' The purpose ofthi> CR Is to meet Federal Student Aid's goJI to
!; , increase the ~ccessibility of Feder~I Student Aid websites and
, I products by mJking ~v;iil;ible the to·be•provided accessible PDF
~--"' -----~-----i~'°c'c'c'c"crvicing forms onto all appropriate websites. ------~
PAGE 3 OF 5 ED-FSA·09·D·0014/001310006
Attachment Page
rhe following Change Request shall be incorporated into Contract Number ED-FSA-09-D·0014,Task Order
0013 funded by Line Item 0038
~·· .
CR Cost Date CR De1cript,on
,c
2723 $13,400.00 2/11/2015 CR Title: Accessibility Testing Frequency with the Department of
Education.
The reason for this change request 11to meet FederJI Student
Aid's goal to increase the accessibility of Federal Student Aid
websites and products. This CR sets the requirements for
accessibility testing and frequency with the Department of
Education .
.
The following Change Request shall be incorporated into Contract Number ED-FSA·09·D·0014, Task Order

,o I
2733 ' $441,500.00 2/11/2015 CR Title: HTMLLoJn Serv1c1ng"Form W1zJrds" '
'
The purpose of this CR 1sto meet Federal Student A1d's goal to
! increase the access1bil1tyof Federal Student Aid websites and
product; by creatmg a IITMLform wizard for several forms listed
in the CR.
I -
PAGE 4 OF 5 ED-FSA-09·D-0014i0013i0006
SCHEDULE Continued
1- ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUN:~
----

karen.gibson@ed.gov

, Connelly, 202.377.3298. tammy.connelly@ed.gov

Patrice .Washington@ed.gov

None
(New Line Item)

0035 Provide funding for Change Request (CR) 2725. 1.00 SE 240,470.00 240.470.00

0202M2015.A.2015.ENB00000.6N5.2521A ACR.000.
0000.000000
$240.470.00
{New Line Item)
0036 Provide funding for Change Request (CR) 2726. 1.00 SE 28,350.00 28,350.00

0202M2015.A.2015. ENB00000.6N5.2521 A.ACR.000.
0000.000000
528,350.00
(New Line Item)

0202M2015 .A.20 15.ENB00000 .6 N5.2521A.ACR. 000
0000.000000
S18.700 00
(New Line Item)
0038 Provide funding for Change Request (CR) 2723. 1.00 SE 13,400.00 13.400.00

0202M2015.A.2015.ENB00000.6N5.2521 A.ACR.000.
0000.000000
$13,400.00
{New Line Item)
0039 Provide funding for Change Request (CR) 2733. 1 00 SE 441,500 00 441,500.00,
Accounting and AppropnatIon Data:

0202M2015.A.2015.ENB00000.6N5.2521A ACR 000
0000.000000
S441,500.00

PAGE AMERICAN
5 EO-FSA-09-0-0014/0013/0006
I 1 Contract ID Code Page of Pages

-----
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT - -
'
1 I 5
' 2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. I 5. PROJECT NO (if applicable)
! '
0007 MAR 04, 2015
6. ISSUED BY CODE FSA-FS2 7, ADMINISTERED BY (If other than item 6) CODE
Federal Student A1d/M1ss,on Support Group See Block 6
Washington DC 20202
Ka!harim, H,II 202-377-4215 kathanne h1ll@eci gov
' 9A. AMENDMENT OF SOLICITATION NO

'
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. State and ZIP Code)
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS· 007368103
(x)
~
HARRISBURG PA 171021444 9B. DATED (SEE ITEM 11) I

ED-FSA-09-D-0014/0013
X
D The above numbered solicitation is amended as set forth 111 item 14 The hour and date specified for receipt of offers D is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicItat1on or as amended, by one of the following methods
(a) By completing items 8 and 15. and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on eact, copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the sol1c1tationand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an offer already submilted, such change may be made by telegram or letter, provided each
telenram or letter makes reference to Ille solicitation and this amendment. and is received nnor to the oneninn hour and date soecified.
I 12 ACCOUNTING AND APPROPRIATION DATA (If required) Mod1f1cation Amount: 00 so
' Modification Obligated Amount· SO.DO
I See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO· (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
i
'
X office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
D OTHER (Specify type of mod1f1cationand authority)
E. IMPORTANT Contractor IX is not. I is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including sol1c1tation/conlract subject matter where feasible)
, The purpose ofth1s modi fIcatIon Is to Inco Cporate the following Change Requests (CR) mto Contract Numbe C ED -F S A- 09 -D-0014, Task Order
1 0013 See Attachment
All other terms and conditions remain the same.
Excepl as prov,ded herein all lorm s and condItIons o1 lhe ctoc<Jmentreferenced ,n t:em 9,\ or 1Oi\, as heretofore ctianqed, rnrna.ns unchan~ed ~nd In lull force arld elf eel
15A NAME AND TITLE OF SIGNER (Type or print} 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
f-'1c5cB_C
0 0=NcTcRcAcCcTO=Rc/0
0 FcFcEcRcOcR~------- 1 15C DATE SIGNED'. 16B UNITED STATES OF AMERICA 16C DATE SIGNED
b)(6)
MAR 04. 2015
(Signature of person authorawd to sign) ( :1nnalure o(Contractino Officer)

I\\N 7~-10-01-1)2-8070 S 1.-\\ll.\RD H>R\130. (lkv. 11J-S3)
l'r~\ inH, f-dition unu,ahk l'r~snilml by GS,,\ J',\R (.t8 CFR) 53.2.t3
Attachment Page
The following Change Requests are funded by Line Item 0003.
I
!
Servicers shall identify the population of consolidation
'
2669 $9,830.00
I
11/26/2014
'' lo.ins active on their servicing system that have misaligned
interest rates between the sub and unsub disbursements.
'
' At the time of transfer, Serv1cers shall provide all notes to
2759 $8,000.00 10/30/2014 the borrower account to the receiving Servicer with the
''
borrowers' records.
The purpose of this CR is to reduce the frequency of split

borrower situ.itions 1nwhich multiple loans for the same
borrower are serviced at different servicers. In addition,
this CR will reduce the amount of new splits and servicer
2768 $29,500.00 10/27/2014
rejects for new loans booking to service rs due to the LOE
not having up to date borrower servicer inform;ition
including those as a result of loan consolidation or the
'' FEELPUT program.
'
I
The purpose of this CR is to provide guidance in
'' accordance with Public law 112-141, the elimination of the
subsidy on Direct Subsidized Loans when a "new
2780 I $47,100.00 11/20/2014
borrower's" enrollment time exceeds 150% of the
I published program length of the longest educational
! program 1nwhich the borrower has been enrolled.
i
The purpose of this CR ,s to add a third value to the
"Rehabilitation Indicator" field so that Servocers can
I 2792 $10,150.00 11/24/2014
determine whether a previously rehabilitated loan 1s
eligible or ineligible to be rehabilitated ,1gain.
'
f------- - - - ' Servicers shall update all loan DischMge Application forms
-~
2824 $6,220.00 11/25/2014 wherever they are currently posted on line or made
available to the public.
The purpose of this CR is to update the EA80v4 file

formatting currently used to send transfer borrower
2872 $59,200.00 12/23/2014
correspondence, dowmeoH, aod smiciog his<ocy<o thj
' new servjccr.
'
--- .. --
PAGE 2 OF 5 ED-FSA-09-D-0014/0013/0007
Attachment Page
The following Change Request is funded by line Item 0029.
-------- . ---· ·--

CR 10 Cost Date CR Description '
'
' The purpose of this CR is to have PHEAA/Fedloan
Servicing correct TEACHGrants that we incorrectly
i 2875 $16,132.00 12/22/2014 converted to loans by Xerox.
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014,Task
Order 0013. There is no cost associated with the Ch,mge Requests below. Therefore, no funds are
needed and no corresponding Line Item Is required.
.
i
CRID Cost Date CR Description
Servicers shall provide an explanation on how to read each

of the different servicing history documents and make
I 2757 $0.00 10/24/2014
that information available to other Servicers or any users
'
of the history documents.
At the time of transfer, Servicers shall provide all emails or

27S8 $0.00 10/24/2014 chat transcripts to the receiving Servicer with the
borrowers' records.
I
i Serv1cersshall mail ATB discharge applications to a group
of Wilfred Beauty Academy and Robert Finance Hair
2788 $0.00 10/10/2014
Design Institute borrowers in response to ,m inquiry that
' legal aid made to the Office of General Counsel (OGC).
The TIVAS shall un-consolidate a Perkins Loan for

2793 $0.00 12/9/2014
borrowers who contact the servicer.
-·- ...
The TIVAS shall provide a Monthly Servicer Performance
I 2817 SO.OD 10/8/2014 Tracking Summary report and a Quarterly Performance
Metrics report.
'----· --------·· -------- ·---
The National Student Clearinghouse contract with FSAIs

ending and FSAwill be stopping the Enrolment Overlay
process. Servicers &hall &top creating and sending the
'
2825 ' $0.00 10/31/2014 Enrollment Overlay file that is currently sent to NSLDS.
They shall also no longer receive enrollment updates that
', were based only on overlay records that are not otherwise
included in regulM school enrollment reporting.
PAGE 3 OF 5 ED-FSA-09-D-0014/0013/0007
Attachment Page
The purpose of this CR is to provide reporting guidance to

2834 $0.00 12/11/2014 all Servicers so that data 1sreported consistently in order
to improve the effectiveness and quality of reporting.
Serv1cersshall randomly select and provide a minimum of

2835 $0.00 11/5/2014 150 outbound English calls monthly, in order to more
accurately measure their tot.ii performance.
Nelnet-Total Permanent Disability (TPD) shall change the

2850 $0.00 11/5/2014 message class of the TPD Status Notification Report to
TPDNOTOP.
The reason for th,s CR is to comply with terms of a

settlement between the National Federation of the Blind
and the Department of Education. Contractors shall
designate customer service representatives (CSR)to
respond to accessibility issues, servicer shall train CSR/or
2861 $0.00 11/19/2014 all call center staff on how to respond to accessibility
issues, servicer shall provide blind or visually impaired
borrowers the ability to contact design.ited CSRvia email,
internet, or telephone, the servicer shall respond to issues
within standard number of days non-accessibility requests
are m.ide.
----t-----
Servicers shall provide a complete 11stof all inbound and
outbound call activity on any lines in which services .ire
provided to FSAcustomers including any/all
2885 $0.00 12/19/2014
subcontractors lines. This also includes specialty lines such
as military, and other service lines which require special
handing.
The purpose of this CR is to extend the email campaign ;is

2904 $0.00 11/17/2014
prescribed 1nCR 2373, for an ;idditional month.
t----t---- .. -- -------~----~--
The purpose of this CR 1sto provide requirements for
2947 $0.00 12/30/2014 servicing borrowers affected by major disasters in
accordance with DCL .GEN 10-16 and regulation §685.205

I
PAGE 4 OF 5 ED·FSA-09-D-0014/0013/0007
SCHEDULE Continued
,- ITEM NO. 5UPPLIESl$ERVICES QUANTITY UNIT UNIT PRICE 5 AMOUNT $

karen.gibson@ed.gov


Lynn Smith, 202-377-3577, lynn.sm1th@ed.gov
Patnce.Wash1ngton@ed.gov

None
PAGE
AND 5 ED-FSA-09-D-0014/0013/0007
1. Contract ID Code ~ge of Paaes

I : 1 I 4
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. I s. PROJECT NO. (if applicable)
0008 MAR11.2015 i EDOFSA-15-000288 I

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other 1han item 6) CODE
Federal Student A1d/Moss1on Support Group See Block 6
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. Slate and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(X)
-

EC-FSA-09-D-0014:C0\3
X
10B DATED (SEE ITEM 13) ;
'
CODE 0003077 4 I FACILITY CODE SEP 01. 2014
D The above 11umbered sol1citalio11is amended as set forih 111item 14 The hour and date specified for receipt of offers D is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solic1tat1on or as amended. by one of the following methods·
(a) By completing items 8 and 15, and returning ___ copies of amendment: (bl By acknowledging receipt ofthIs amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the solic1tat1onand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendme11t your desire to change an offer already submilled, such change may be made by telegram or letter. provided each
teleqram or letter makes reference to the solicitation and this amendment, and is received prior to the openinq hour and date snecined.
I 12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount· S113-250.00
Modification Obligated Amount: S113,250 00
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION Of CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
' CONTRACT ORDER NO IN ITEM 1OA.
8. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes 111
paying
office. appropnat1on date. etc} SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b)

E IMPORTANT Contractor fX is not, I is required to sign this document and return copies to the issuing office.
' 14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, 111clud1ng
solicitation/contract subJecl matter where feasible)
'
1SEE PAGE 2 OF 4 FOR MODIFICATION DESCRIPTION.
Except as proVLdcd hcrc,n, ail terms and condII,ons o! \he documcnl referenced m 11cm9A or 1OA ,,s he,etofore cl,~nged, rerna.r>s unchanged and ,n full (orcc and cHecl
15A NAME ANO TITLE OF SIGNER (Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
! 202-377-4381 karen.gibson@ed gov
r.-,s"s~c"ocN"T"R"Acc'r"o" 0 0
c~o"A~TEsTGN ED)- 168 u N ITED
~R"_1°occF"'F"'E.°'RccOccR':::::::::::::::::::::::::::::::::~,
, ST ATES OF AMERICA 16C DATE SIGNED
b)(6)
MAR 11, 2015
{Signature of person aut11orIzod to sign) 11atureo, uol1tracl1nq 1cer)

i\S~ 75-IO-0l-152-8070 SL\:'\D:\RD 1•010-130. (Re\'. l0-83)
l'rs:\·inu, i=ditinn 1musnbk l'rs:,~rib~d by GS:\ FAR (48 CTR) 53.~-!3
Continuation Page
The purpose of this modificationis to:
1. Provide funding for Change Request (CR) 2732, in the amount of $97,000.00. See Attachment.
2. Provide funding for Change Request (CR) 2839, in the amount of $16,250.00. See Attachment.
The total contract value is increased by $113,250.00 from $81,753,694.41 to $81,866,944.41.

PAGE AMERICAN
4 ED-FSA-09-O-001410013!0008
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014, Task Order
-
CR ID Cost DJle CR Description
--
2732 $97,000.00 03/11/2015 CR Title: Accessible Jnd S.ivJble Electronic Notices and
Communications
The purpose of this CR is to meet Federal Student Aid's goal to

increJse the Jccessibility of FederJI Student Aid websites Jnd
products by mJking all electronic notices Jnd communications
accessible and savable, defined as compliant with WCAG 2.0 and
Section 508.
--
The following Change Request shall be 1ncorporJted into ContrJct Number ED·FSA-09-D-0014, TJsk Order
rn Cost DJte CR Description
"
2839 516,250.00 03/11/201S CR Title: Loan Servicing Process for AlternJtive FormJt
Request
The purpose of this CR is to meet FederJI Student Aid's

goal to increase the accessibility of Federal Student Aid
websites and products by creating a process to i1Hake,
track, and change alternative format requests for
borrowers.
·-----· I
PAGE 3 OF 4 ED-FSA-08-0-0014/0013/0008
ITEM NO SUPPLIES/SERVICES
SCHEDULE Continued
-------
OU/1.NTITY UNIT UNIT PRICE $ AMOUNT $
7
-~ ' ---

karen.gibson@ed.gov


Lynn Smith, 202-377-3577. lynn.smith@ed.gov
Patrice. Washington@ed .gov

None
(New Line Item)

0040 Provide funding for Change Request (CR} 2732. 1.00 SE 97.000.00 97,000.00

0202M2015.A.2015. E NB00000 _6N 5 .2521 A.ACR. 000.
0000.000000
$97.000.00
(New Line Item)

0202M2015.A.2015. EN 800000 _6N 5. 2521 A .ACR. 000.
0000.000000
$16.250.00

PAGE AMERICAN
4 ED-FSA-09-D-0014/0013/0008
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1

1 Contract ID Code I -Page1 of I.~
Pages
3
2 AMENDMENT MODIFICATION NO 13 EFFECTIVE '
REQUISITION/PURCHASE REQ NO PROJECT NO. (11applicable)
0009 MAR 17, 2015

DATE
' EDOFSA-15-000317 I'
I 6 ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than 1lem 6) CODE
' United States Oepa~.ment of Educat,on
j Federal Stuoent A,d,M,ss,on Support Group See Block 6
' Washington DC 20202
Amber Jones 202-377-3873 Amber Jones@ed.gov
I
'
8 NAME AND ADDRESS OF CONTRACTOR (NO .. Street, Country, Stale and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
-
Cage Code 41UK7

ED-FSA-09-0-001,11::,0\
3
X 'I
' 11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above 11umberedsolicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended, D Is not extended
(a) By completing items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submiUed:
or (c) By separate letter or telegram wh,ch includes a reference to the sol1c1lat1onand amendment numbers. FAILURE OF YOUR ACKNO\NlEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an offer already subrrn!ted. such cha11gemay be made by telegram or letter. provided each
telegram or letter makes reference lo the sol1c1tationand this amendment, a11dIs received prior to the opening hour and date specified
1
12 ACCOUNTING AND APPROPRIATION DATA (If required) Mod1flcat1on Amount $5,970.00
See Schedule ModIfIcatIon Obligated Amount: $5,970.00
'
I Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b)
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF· '
' D OTHER (Specify type of modification and authority)

I
I
'
X Funding and AdmInIstratIve Changes
IE IMPORTANT. Contractor fX Is not, I is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, including solicitation/contract subject matter where feasible}
The purpose of this modif1catIon Is to provide funding for Change Request (CR) 2730. The total contract value Is increased by S5,970 00 from
S81,866,944 41 to S81.872.914.41
Except as prov1dect herein a:I termsand condI:,ons of the document rerere11ced ,n ,Iem 9A o, 10A. as t1ere:olore cna11ged rema,ris u11c11,mged a11d ,n fcil force ancl effect
15A NAME AND TITLE OF SIGNER (Type or prrnt) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
-151n:::ONiRACT6RIOFFEROR
__ c __________________ _ 15C. DATE SIGNED- 16B. UNITED STATES OF AMERI~- 16C. DATE SIGNED
b)(6)
MAR 17. 2015

(S16nature ofContract1no Officer)
i\SN 7~-HJ-01-1)2-8070 S 1.-\i\ll,\IW FOil\! 30. (Re\'. I0-83)
f'rc:, iou, Edition unusahk Pr~snih~d by GSA FAR (-18 LTR) 53.2-13
Attachment Page
The followmg Change Request shall be inrnrporated mto Contract Number ED·FSA·09-D-0014, Task Order
CR Cost ; oatc
----· ----~·~-
CR Oescript,on
ID
2730 $5,970.00 03/16/2015 CR Title: Accessible and S;ivablc Electronic Publications
The purpose of this CR Is to meet Federal Student Aid's

websites and products by making all electronic
publications accessible and savable, compliant with
WCAG 2.0 and Section 508.
PAGE 2 OF 3 ED·FSA·09·0·0014/0013/0009
SCHEDULE_c_o~n_t_in_u_e_d_~---------------- ]
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT I UNIT PRICE $ AMOUNT $

karen.gibson@ed.gov


Lynn Smith. 202-377-3577, lynn.srnith@ed.gov
Patr1ce.Washington@ed.gov

None
(New Line Item)


0202M2015 .A.2015. EN 800000 .6N 5. 2521 A.ACR. 000.
0000.000000
$5,970.00
... ---·. ·-----~----------------

PAGE AMERICAN
3 ED-FSA-09·O·0014/001310009

11 Contract ID Code ,.£'~g1e
of rag!§__
2 AMENDMENT MODIFICATION NO 3. EFFECTIVE DATE 4 REQUISITION/PURCHASE REO. NO.
' 15.PROJECT NO (if applicable)
0010
CODE
I MAR 24. 2015 I EDOFSA-15-000257
7. ADMINISTERED BY (If other than item 6) CODE
6 ISSUED BY FSA-FS2
cir.,ted States OepartmMt of E;d~cat,on
Federal Stuaem A1dlM1ss1DnSupport Grollp See Block 6
830 Ftrsl St NE - Suite 97F3
I \11/ash,nglon DC 20202
I Amber Jones 202·377·3873 Amber Jcnes@ed gov
8 NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. Stale arid ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x) I
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS 007368103 ~
10A MODIFICATION OF CONTRACT/ORDER NO

ED-CSA-09-D-0014:X):
3
X
'
I
D Tt1e above numbered sol1c1lat1on15 amended as set forth in item 14. The !1our and date specified for receipt of offers D is extended, Dis nol extended.
Offers must ac_knowtedgereceipt of this amendment prior to _thehour and date specified In the solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15, and return111g___ copies of amendment: (b) By acknowledging receipt ol this amendment on each copy of the offer submitted:
or (c} By separate letter or telegram whic/7 includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an olfer already submitted, such change may be made by telegram or letter. provided each
tele ram or letter makes reference to the sol1c1tat1onand this amendment, and is received rior lo the o enin hour and dates ec1fied.
12. ACCOUNTING AND APP!WPRIATION DATA (If required) Modif1cat1on Amount: $47,450 00
ModIf1cat1on Obligated Amount $47,450 00
See Schedule
Ct,eck One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO. (Specify author1ty)-'rl·fE-6iANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 1 OA.
I
office. appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b),
I
' C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY Of'·
I
I
'
' D OTHER (Spoc,fy type ot n1odificatI011and authority)
'' E IMPORTANT Contractor r5<Is not. I

is required to sign this document and return copies to the issuing office
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. 1nclud1ngsol1c,tahon/contract subJect matter where feasible)
The purpose ofth1s modification is to provide funding for Change Request (CR) 2760 The total contract value is increased by $47,450 00 from
S81,872.914 41 to S81,920,364 41
beep! as pro•,ideu nereir, a _(e<ms ai,d co11d1La11s

er Ille docur,,e.ol referenced ,n ,tem 9A or 1OA, as nercto!ore changco, rc.,;ia n s unch,mged ano '" lull farce and e'lecl
15A NAME AND TITLE OF SIGNER (Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or p11nt)
1 Sao Kang
; 202.377-3798 soo kang@ed.gov
: 156 CONTRACTOR/OFFEROR
I---------
_________
1 1
15C. DATE SIGNED
(b)(6)
0 1,C
166. UNITED SYATES O£.AME0R 0A~--
(Si natur of Contract1n Officer)

16C DATE SIGNED
MAR 24. 2015 7

~SI\ 75~0-IJI • I 5~-8070 ST.\:\D.\RD FOR.\I JO. (R~,. 111-83)
l'rn IOUS I cl1tl\lll llll\l,ahk l'r~,nib~d b:, (i\A FAR {-!8 CFR) 53.2-13
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014, TJsk Order
·-- ·-
CR Cost Date CR De:;crip!lon
ID
--- -----·- ___,,_ ----
2760 I $47,450.00 03/24/2015 CR Title: Pre-Transfer Notifications
I
The purpose of this CR i1 to ensure that Scrvicers I
j implement a process to notify their current borrowers
I in advance that they arc being transferred to a different
Servicer.
PAGE 2 Of' 3 ED-FSA-09-O-0014/0013/0010
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNT S
Contracting Officer: Soo Kang. 202-377-3798,

soo.kang@ed.gov


Patnce. Wash ington@ed.gov
Alternate Technical Point of Contact(s}:

None
(New Lino l\em)

Accounting and Appropnat1on Data:

0202M 2015. A.20 15.ENB00000. 6 N5.2521 A. AAJ .000.
0000.000000
$47,450.00
PAGE 3 OF 3 ED-FSA-09-D-00H/0013i0010
1 ~ of Paoes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I Ccmcact ID Code
1 I 3
2 AMENDMENT MODIFICATION NO. 13EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ NO
15
PROJECT NO. (,f applicable)
0011 APR 07, 2015

i 6. ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other than itern 6) CODE
I Un,tcd States De~artment o' Education
Federal Student A1d/J/.1ss1onSuppor1 Group See Block 6
'
830 F"sl St NE. Suite 91F3
Washington DC 202C2
Katliarine Hill 202-3 i'7 -421 5 katha nnG hill@ed gov
8 NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS: 007368103 ~
1,1 '
'
I
!:OJ' 3
CD-FS.~-09-D-001
X
'
D Ttie above numbered sol1c1tat1onIs amended as set forth in 1lem 14. The hour al1d date specified for receipt of offers D Is extended. Dis nol extended.
Offers must acknowledge receipt of this amendment prior to the hour and dale specified in the solic1tat1onor as amended, by one of the following methods
(a} By completing items 8 and 15, and returning ___ copies of amendment: (bl By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram whict1 includes a reference to the sol1c1la\1onand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of tllis amendment your desire lo ctrnnge an offer already submitted such cha11gemay be made by telegnim or letter provided eacll
!elenrarn or letter makes reference to the sol1c1tat1onand this amendment. and Is received nnor to the oneninn hour and date snecified.
: 12 ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $0.00
Modification Obligated Amount· $0.00
! See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS OESCRlBEO IN ITEM 14 .
I ----- - .,
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specify authority)-iHECH/\NGES SET FORTH IN ITEM 14 ARE MADE IN THE
I CONTRACT ORDER NO IN ITEM 10A
'
X office appropriation date etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43 103(b).
D. OTHER (Specify type of modIf1cat1onand authority)
E IMPORTANT Contractor IX Is not, I Is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, 1nclud1ngsol1c1tat1on/contractsubject rnatler where feasible)
, The purpose of this mod1ficat1on Is to remove Change Request (CR)2875 from Contract Number ED-FSA-09-D-0014. Task Order 0013. See
; Attachment
: All other terms and cond1t1ons remain unchanged

I
ExceµI as erDvrdeLl •1ere,r1, d'l l~rrm aica cor~,lroc,s ol ll1e ,1ocurnerr1 rel,erencd 1•1item 9,\ or 10,, as t,erel □ lore rnarrqed remsrris 'Jrrctiangea arrd ,n fu!I force ana olfccl
15A NAME AND TITLE OF SIGNER (Type or pnntJ I 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print}
I Karen Gibson
, 202-377-4381 karen.gibson@ed.gov
158 CONTRACTORIOFFEROR ---- ·----- ---·-r-1sC DATE SIGNED 16B. UNITED STATES OF AMERICA 16C DAiESIGNED
b)(6)
APR 07, 2015
(Signature of person authorized to sign) ( i nature of Contractin □ Officer) I

i\'>:,..;7S-11J-lll-lS2-8IJ70 S l.\:\H.\lW l·Olnl JO. (R~,. HJ-llJ)
l'rc:1 l\Hh Editi<>nunu,:ibk l'r~~trib,·d b;- CiS.-'II .,\R i·\8 CFR) ~3.2-13
Attachment Page
The followinr, Change Request is to be removed from Contract Number ED-FSA-09-0-001'1, TJsk Order
0013 (previously ~dded per modification 0007). T!1isChange Reql1est will be added to Contract Number
rn-FSA-09-0-0014 Task Order 0011
·-·-------·---------,
CR Description '
1
The purpose of this CR 1sto have PIIEAA/FedLoan
2875 $16,132.00 12/22/2014 ' Servicing correct TEACHGrants that we incorrectly
I converted to loans by Xerox. I
PAGE 2 OF 3 ED-FSA-09-D-0014.10013/0011
SCHEDULE Continued
ITEM NO, SUPPU~S/S~RVICES UNIT PRICE S AMOUNT S
~--
7 Cootrnot,cg Off,cec Kaceo Gtbsco 202-377-4381,

karen gibson@ed.gov
. Primary Contracting Officer Representative: Tammy

: Connelly, 202.377 3298, tammy.connelly@ed.gov
'
'Alternate Contracting Officer Representative(s):
1Lynn Smith, 202-377-3577, lynn.smith@ed.gov
: Patrice Washington, (202) 377-3845,
,I Patrice.Washington@ed.gov
Primary Technical Point of Contact· None
/\lternate Technical Point of Contact{s):

iNone

PAGE AMERICAN
3 OF FEDERATION
3 ED-f'SA-09-D-001 OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
~/0013/0011
1 Contract ID Code , _P,3~! Pa es

4
2 AMENDMENT MODIFICATION NO. 3 EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (1f applicable)
0012 APR 07, 2015 EDOFSA-15-000400

Ur11ted States Oepartmeot of Education
Feoeral Student A1diM1ss on Support Group See Bl00 k 6
830 f' irst St NE - S,.,te 97 F3
Washington o::; 20202
Kathnririe HPI 202-377-4215 ,a\hanne hill@ed gov
8 NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country. State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO
{X)
~
' 1200 NORTH 7TH STREET Cage Code· 41 UK7

cD FSA-09-D-0074.C-]13
X
D The above numbered sol1c1tatmnIs amended as set forth in item 14. The hour and date spec1f1edfor receipt of otters D Is extended. D Is not extended
Offers must acknowledge receipt of this amendment pr,or to the hour and date spec1f1edin lt1e sol1cilalion or as amended, by one of the following methods·
I (a) !3y completing ,terns 8 and 15. and returning ___ copies of amendment: (b} By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER II by wlue of tt1is amendment your desire to change an offer already submitted, such change may be made by telegram or letter. provided each
tele ram or letter makes reference to the sol1cilat1on and this amendment. and Is received rior to t11eo enin hour and dates ec1fled.
12. ACCOUNTING AND APPROPRIATION DATA (If required) ModificatIon Amount: $28,720,000.00'
Mod1f1cat1on Obligated Amount· $28,720,000.00
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIF!CATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specitya"Uih0f1IY)Yi1E-CHANGES SET FORTH IN ITEM 14 ARE MA6E-1N THE
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (sucll as changes In paying

'
'
0 OTHER (Specify type of Inod1f1catIonand authority)
'
' X Funding and Administrative Changes
E IMPORTANT Contractor IX Is not. I Is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicitat,on/conlract subject matter where feasible)
See Page 2 of 4 for Mod1f1catron descrIptIon
See Cont1nuat1on Page
E seep\ a, µ-ov1Jed tie· e1r1dll t~rms and ccr,J1l1u·,, of \Ice Jocui,,e:il refere11cM ,n ,te,n 9A or I OA. as hore:orore chw1god, roma n s uncnangcd ano ,n 1'111
fore<>and erlect
15A NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OfflCER {Type or print)
Sao Kang
202-377-3798 soo kang@ed.gov
I'
r 158 C6NTRACTOR-16FFEROR 15C DATE SIGNED 16B UNITED STATES OF AMERICA-- 16C DATE SIGNED
(b)(G)
APR 07 2015

I
(Sinna\ure of Contrac1i~-< "'fflcer)
i,;s:-< 75•!0-o 1-151-8070 ST \:\D.\RI) F0IOI 30. (He,. !0-83)
Prc1 IOHS Fdi!i,rn unu.,abk l'rcsnihtd b:, <iSA l ,\R 1·18CFIO 53 2-D
Continuation Page
The purpose of this modification is to:
1. Provide additional funding for Title IV Aid Servicing in the amount of $28,700,000.00, through
approximately September 30, 2015.
2. Provide funding for Change Request (CR)2724, in the amount of $20,000.00. See Attachment.
The total contract value is increased by $28,720,000.00 from $81,920,364.41 to $110,640,364.41.
All other terms and conditions remain the same.
PAGE
AND 4 ED-FSA-09-D-0014/0013/0012
Attachment Page
The following Change Request shJII be incorporated into Contract Number ED-FSA-09·0·0014, Task Order
0013 fonded by Linc Item 0045.
CR ID Cost CR Description
2724 $20,000.00 04/02/2015 CR Title: Serv1cers Pre-Release Accernbility Testing
The reason of this change request o, to meet federal Student Aid's

goal to increase the acces,ibility of Federal Student Aid wcb1itc1
and products.
-------~------------·~- -------------~
PAGE 3 OF 4 ED-FSA-09-0-00141001310012
I ITEM NO.
__e_s,_,c_e_s
SUPPLIES>S
SCHEDULE Continued
______ ----1 QUANTITY I UNIT I

. _l_
UNIT PRICE 5 A~
_c--
soo.kang@ed gov

'
7 '

Lynn Smith, 202-377-3577, lynn.sm1t11@ed.gov
Alternate Technical Point of Contact(s).

None
(New Line Item)

0044 Provide additional funding for Title IV Aid Serv1c1ng, 1.00 SE 28,700,000.00 28,700.000.00
through approximately September 30, 2015.

0202M2015A2015.ENB00000.6N5.2521 A.MG 000
0000.000000
$28,700.000.00
(New Line Item)

0202M2015 A.2015 ENB00000.6N5 2521A ACR 000
0000 000000
$20,000 00
-----~----~-----------·---~---

PAG[ AMERICAN
4 F:D-FSA-09-D-0Q14,Q013/0012
Pane of Pag_~
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I ,.coctrnct1ocode
I 1 I ,
2. AMENDMENT MODIFICATION NO 3 EFFECTIVE DATE 4, REQUISITION/PURCHASE REQ NO. 15 PROJECT NO. (if applicable)
0013 1
APR 09, 2015 : EDOFSA-15-000416
I 6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Un11ed States Department o/ !cducat,on
I Federal Student A1d/~.',1ss1onSupport Gro"p See Block 6
I 830F<rstStNE-Swte97F3
\/Vash,ngton DC 20202
Katharine Hill 202•377.4215 kathorine nill,'.§:·edgov
8 N1\ME ANO ADDRESS OF CONTRACTOR (NO, Street. Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.

ED-FS.S-09-D-D01
!:COi3
X
I CODE 0003077 4 I FACILITY CODE SEP 01, 2014

D Tt1e above numbered sol1citalion Is amended as set forth in item 14. The hour and date specified for receipt of offers D Is extended, Dis nol extended.
Offers must acknowledge receipt of this amendment prior to the hour and date spec1f1edin the solic1tat1on or as amended by one of the following methods:
! (a) By completing ,terns 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of !he offer submitted:
or (c) By separate letter or telegram which 111cludesa reference to the sol1c1ta1mnand amendment numbers FAILURE OF YOUR ACKN0\/1/LEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED f'OR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
telearam or letter makes reference to the solicitation and this amond1nent. and Is received onor to the ooenino hour and date soec,fied. '
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount S98,300.00
Modification Obligated Amount· S98,300 00
See Schedule
Ct1eck One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
ornce, appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43 103(b}.
I
D. OTHER (Specify typo of modif1cat,on and authority)
'
I
i X Funding and Adm1nistrat1ve Changes
'
! E IMPORTANT' Contractor IX Is not. I Is required to sign this document and return copies to the IssuIng office
1-14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headmgs, mcludmg sol1c1tationlcontract subject matter where feasible)
'The p ur p ose of thI s mod 1ficat o de f u n d ing for Change (CR)29::i '1 Th etota I cotOI act y aue s in c reased b yS 98 300.00
S110,640.364 41 to $11
'
O 738,664.41
" stop o
'" Request I
'
from
All other terms and cond1!1ons remain the same
Except as ~rov,Jeu l1ere1n, all le,ms '""' camlr, 011sof 1110Occurnen: roierenced 1n ,:Cm ~r,or 10A, ns nerctofor~ cha~;Jed, rem~rns unch,mged ~nd "' !u!l lorce anJ e![ecl
Karen Gibson
, 202•377•4381 karen g1bson@ed gov
I
158 CONTRACT6Ri0FFE~R~O~R----------,-,~c-□
-A-T~E~s-,c-N_E_D_'c-16-B~U-N-,T~E-□~S~T-A~T~E~s-o_F_A_M~E~R-,c-A--~· 16C. DATE SIGNED
b)(6)
APR 09. 2015
(Signature of person authorized to sign) ( 1 nature of Contract1n Officer)

~S;\; 75~1J.{Jl-152-W70 .'-i'I_,\"\ll.\Rll FOR.\! JO. (Rr\'. 10-/lJ)
l'r..,,·iot1, l'di11on unu,;abk Pr~scrib~d by GS.-\ I .-\I\ (·18 Cl'l<J 53.1-!3
Attachment Page
The following Change Request shall be incorporated into Contract Number ED·FSA·09·D·0014, T~sk Order
CR Cost DJte CR Description ;

I I I
"
2951 $98,300.00 04/08/2015 CR Title: Service rs Reporting Military benefits to NSLDS
'
The purpose of this CR is to collect additional

information regarding Federal Student loan benefits for
members oft he U.S. Armed Forces.
I
... ·-~-----
PAGE 2 OF 3 ED·FSA·09-D•0014/001310013
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT I UNIT PRICE $ AMOUNT S
Contracting OlfIcer: Karen Gibson, 202-377-4381,

karen.gibson@ed.gov


Patrice.Washing ton@ed .gov

None
(New Line Item)

0046 Provide funding for Change Request (CR) 2951. 1.00 SE 98.300.00 98,300.00

~ 0202M2015.A.2015.ENB00000.6N5.2521 A.AAJ.000.
'10000.000000
S98.300.00
'I
,_____ _

rAGE AMERICAN
3 O~ FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
3 ED-FS/\-09-D-0Q1,1i0013/0013
1. Contract ID Code Pa eofPa es

3
2 AMENDMENT MODIFICATION NO 3. EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ NO. 5 PROJECT NO. (if applicable)
0014 APR 27, 2015 EDOFSA-15-000504

6 ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other than ,tern 6) CODE
Un,ted States Dcpartsrnnl cl Ed~cat,on
Fe,deral StJdent A d/.~1ss on Support Grcup See Block 6
8J0F
"'tStNE
WashrngtM DC 20202
Sui,e 97F3
Katnanne Hill 2D2-377 •4215 ·cau,anne l"ll@ed gov
8 NAME AND ADDRESS OF CONTRACTOR {NO Street, Country, Slate and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
~

ED-'S•\ C9-D 0014,00' 1
'
X
'
I CODE 00030774 I FACILITY CODE SEP 01, 2014
! 11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered sol1citat1onIs amended as set forth m item 14. The hour and date specified for receipt of offers Is extended, Is not extended D D
Offers must acknowledge receipt of this amendment prror to the hour and dale spec1f1edm the solic1tat1onor as amended. by one of tile following methods:
(a) By completmg items 8 and 15, and returning ___ copies of amendment, (bl By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. F Al LURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVED AT THE Pl/ICE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of this an1endmon1your desire to ct1ange an offer already submitted. such change may be made by telegram or letter. provided each
teleg!:_amor letter illakes reference to lhe sol1c1tat1onand this amendment, and Is received prior to the opening hour and date specified
12 ACCOUNTING AND APPROPRIATION DATA (If requ,red) Modification Amount $152,920.00
Modification Obligated Amount: $152,920.00i
See Schedule
-------- -
X
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES {such as changes m paying
office, appropnatEon date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b)
'
- D OTHER (Specify type of mod1f1cat1onand authority/
I
E IMPORTANT Contractor Ix Is not I Is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section head111gs.including solicitallonlcontract subject matter where feasible)
The purpose ofth1s modification Is to provide funding for Change Request (CR)3097 The total contract value Is increased by S152,920 00 from
$110.738.664.41 to $110,891 584.41
, All other terms and condItIons remain unchanged
Exce~t as po-;1ded t•ore,n dll •errns dlld cu11d1tons er lhe ctucu,rient referenced"' ,tern SrA or 1011,as r,e,etofore ct,an4od ruma,ns uncnanged and n fLJII'orcc nnd c!lect
15A NAME AND TlfLE OF SIGNER ;Type or prml) I 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
· Karen Gibson
202-377-4381 karen gibson@ed gov
15B CONTRACTORIOFl'EROR
1
1sc·DATE SIGNE: □ 16B UNITED STATES OF AMERICA 16C DATE SIGN{()--------,
b)(6)
APR 27, 2015
(Signature of person authorized to sign) (;:'.ii nature of 1.,ontract1ng Icer)

:,,;:,)'\ 75.JIJ-IJl-I52-8\170 S[..\\D.\lrn 1-O1n1 JO. (Ile,·. 10-SJ)
l'rce, im1, hllli<lll \lllU,abk h:, {i:>:\ l .\R ( ➔ 8 (TRI 5~ 2-13
l'rc:s1.·r1bc:d
Attachment Page
The following Change Request shall be incorporated into Contract Number ED·FSA-09·D-0014, Task Order
0013 funded by line Item 0047.
I CR Co;t Date CR Description

i ID
: 3097 $152,920.00 04/24/201S CR Title: Split Status Review
In some cases borrowers have loans bemg serviced at more than

one federal servicer ;ind these loans may be in more than one
status. When this ,s the case FSAdeems the borrower to have a
";pl,t status" FSAwants to analyze the impact of the split status 1·
conditions when one of the loans has defaulted to evaluate the

I possibility of reviews of split conditions prior to default.
PAGE 2 OF 3 EO-FSA-09-D-0014/0013/001~
---- -- --- --- --
SCHEDULE Continued l
-----
ITEM NO. SUPPLIES/SERVICES OUANTln' UNIT UNIT PRICE S AMOUNT S
------- -- ---------
Contracting Officer. Karen Gibson, 202-377-4381,

karen.gibson@ed.gov

Alternate Contracting Officer Representativo(s).


None
(New Line Item)

0047 Provide funding for Change Request (CR)3097, 1.00 SE 152,920.00 152,920.00

0202M2015 A 2015 ENB00000.6N5.2521A A/'\J.000
0000.000000
S152,920 00
------- - --------- I- -
PAGE AMERICAN
3 ED-FSA·09·0·007.!/0013iOOg

1 Conlract ID Code
L-~~QL
2 AMENDMENT MODIFICATION NO. I 3 EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ NO PROJECT NO (if applicable) I
0015 JUN 02, 2015 EDOFSA-15-000563 I'
6 ISSUED BY CODE FSA-FSZ 7. ADMINISTERED BY (If other than item 6) CODE
un,ted Slates Oepanment of Education
Federal Student A10/M1ss1onSupport Group See Block 6
';Washrngton DC 20202
I Katharine H,11202-377--<275 kathanne h1ll@;ed gov
8 NAME ANO ADDRESS OF CONTRACTOR (NO., Street. Country, Slate arid ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS 007368103 (x) '
-
HARRISBURG PA 171021444 98 DATED(SEEITEM11)

ED-FSA-C'J-C-C•81<:0C1
3
X
11. TH!S ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered sol1c1tat1on 1samended as set forth 1nitem 14. The hour and date specified for receipt of offers 1sextended. D
1snol extended. D
Offers must acknowledge receipt of this amendment prior to the hour and date spec1f1ed1nthe sol1c1talionor as amended, by one of the follow111gmethods:
(a) By completing items 8 and 15. and returning ___ copies of amendment; {b) By acknowledging receipt of this amendment on eact1 copy of the offer submilled;
or (c) By separate letter or telegram which includes a reference to the sol1c1tat1on
and amendment numbers. FAILURE OF YOUR ACKNO\IVLEDGMENT TO BE
RECEIVED AT TH[ PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of this amendment your desire to change an offer already submitted. sucl1 change may be made by telegram or letter, provided each
i tele ram or letter makes reference to the solic1ta11onand this amendment. and is received rior to the o enin hour and dates ec1fied.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $22,000.000.00
Modification Obligated Amount: S22,000.000 00
See Schedule
I Check One A THIS CHANGE-ORDER IS ISSUED PURSUANT TO: (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
' B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
office. appropnat,on date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
D OTHER (Specify type of mod1ficat1onand aulhonty)

X Funding Only
E. IMPORTANT Contractor IX is not. I is required to sign this document and return copies to the issuing office
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. 1nclud1ngsol1c1tation/contractsubject matter where feasible}
Please see page two of three for modification description
Lxccpl ns p:o•JldM nerc.~. all lcrn,s ana cor.d,110•,sof !he docu111e111

referenced ,n 1le111
9A or 10A, as heretofore ct,anyed rerna,11sunchanqcd anc ,n full force Dnd cif~cl
Karen Gibson
15B CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C DATE SIGNED
JUN 02. 2015
(S,gnature of person autt,orized to sign) (SI nature of Contractin Officer)

l\St\ 75.I0-01-152-8070 ST.\',1).-\RD FOIBI Jll. (Re". 10-SJ)
l'rc:1 i,llh l·.ditiun 111111,abk l'n.:s~rib~d by GS,\ I ,,\R 1-H\l"FRl 5~.2~.i
Continuation Page
The purpose of this modification is to provide additional funding for Title IV Aid Servicing and Public Service
Loan Forgiveness Services, through approximately July 31, 2015. The total value of the contract is
increased by $22,000,000.00 from $110,891,584.41 to $132,891,584.41.

PAGE AMERICAN
3 ED-FSA-09-D-0014/001310015
,
I
---
SCHEDULE Continued
7-
ITEM NO. $UPPLIE$/$ERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $
--
Contracting Officer. Karen Gibson, 202-377-4381,

karen.g1bson@ed.gov
Pnmary Contracting Officer Representative: Tammy

Connelly, 202.377.3298. tammy connelly@ed.gov

Lynn Smith.202-377-3577,lynn.smith@ed.gov
Patnce Washington. (202) 377-3845,

None
(New Line Item)

0048 Provide Public Service Loan Forgiveness Services 1.00 SE 170,000.00 170,000.00
through approximately July 31, 2015.

0202M2015.A.2015.ENB00000.6N5 2521A.AD 1.000.
0000.000000
$170,000.00
(New Line Item}
0049 Provide Title IV Aid Servicing, through approximately July 1.00 SE 21,830,000 00 21,830,000.00
31, 2015,

0202M2015.A.2015.ENB00000.6N5.2521 A.AAG.000.
0000.000000
S21.830,000.00
I
I
L I
PAGF. AMERICAN
3 EO-FSA-09-0-00141001310015
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '·c,ot,act1ocoo, I Pane of Panes

I 1 I 5
0016 JUN 25, 2015
Federal Student A1d/M1ss1on
Support Group See Block 6
Washington DC 20202
(x)
~

ED-FSA-09-D-
0014/00
13
X
CODE 00030774 7 FACILITY CODE SEP 01, 2014
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers O
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECT!ON OF
tel en ram or letter makes reference to the solicitation and this amendment. and is received nrior to the o"eninn hour and date Snecified.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14ARE MADE IN THE
X office, appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
E IMPORTANT: Contractor IX is not, I

is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION {Organized by UCF section headings, including solicitation/contract subject matter where feasible)
The purpose of this modification is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-09-D-0014, Task Order
0013. See Attachment.
Except as provided herein, all tenns and conditions ot the document referenced ,n ,tern 9Aor 10A, as heretofore changed. remains unchanged and in full force and effect.
15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME ANO TITLE OF CONTRACTING OFFICER {Type or print)
Karen Gibson
156. CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6)
JUN 25, 2015

1 na ure of ( on rac inn
-
NSN 7540-0\-1)2-8070
"'
STANDARD FORM 30. (Rev. l0-83)
rrevious Edition unusable Prescribed by GSA FAR (48 CFR) 53.243
Attachment Page
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014,Task
Order 0013, funded by Line Item 0003.
The purpose of this change request is to implement a new

report designed to capture servicer inventory in a timely
2659 $47,980.00 1/26/2015 manner.
Servicers shall create a record of the borrower's 1098
amounts and be included as part of the transfer process so
it becomes a part of the borrower's permanent servicing
2877 $51,300.00 2/13/201S record.
Servicers shall standardize the administration of
processing ACH payments to improve efficiency and
minimize complications in the event of a servicing
2881 $6,120.00 1/30/2015 transfer.
The purpose of this CR is to provide additional guidance
and clarification to the original set of requirements
2936 $34,890.00 2/17/201S established in CR 2658.
The purpose of this CR is to communicate the FY lS
Financial Audit Support Requirements for Loan Servicers.
All Servicers shall make the appropriate changes to all FY
2972 $16,100.00 3/12/201S 15 Financial Audit Handouts.
Servicers shall consolidate loan volume data for various
internal FSApurposes and for modeling/ forecasting by
3017 $19,700.00 3/12/2015 the Department's Budget Service.
State Attorney General of New York is suing and settling
with schools the state has litigated against for not
providing good value for the cost of education, has
overcharged for the courses taken, or for other reasons.
The current settlement reached is between the state of
3046 $9,240.00 3/27/2015 New York and Career Education Corporation.
The following Change Requests shall be incorporated into Contract Number ED-FSA-09·0·0014, Task
Order 0013, funded by Line Item 0030.
The purpose of this CR is to create a uniformed way of

2686 $35,000.00 3/25/2015 tracking borrower complaints amongst all Servicers.
The purpose of this Change Request is to revise the Loan
Consolidation Adjustment Manifest File Layout to
accommodate Guaranty Agency (GA) explicit reporting of
cash adjustments (collection fees) and non-cash
2867 $64,000.00 2/20/2015 adjustments (principal and interest).
PAGE 2 OF 5 EO-FSA-09-0-0014/001310016
Attachment Page
The following Change Requests shall be incorporated into Contract Number ED·FSA-09·0·0014, Task
Order 0013. There is no cost associated with the Change Requests below. Therefore, no funds are
Servicers shall begin distributing an email promoting the

use of the repayment estimator and income driven
repayment plans to borrowers with more than 25k of debt
2873 $0.00 2/5/2015 that are in their grace period.
The purpose of this CR is to ensure that Servicers provide
coordinated responses to borrowers when they have
loans serviced by two or more Servicers when responding
2919 $0.00 3/2/2015 to control mail letters.
The purpose of this CR is to establish a standard format
and method for all Servicers to report borrowers excluded
2922 $0.00 2/27/2015 from transfer.
FSAseeks to ensure all applicable system interfaces are
included in Disaster Recovery Testing (ORT)for 2015, per
2964 $0.00 3/5/2015 FMS guidance.
CRTitle: 504 and 508 Notice on Servicer Website and Loan
Statements
The purpose of this CR is to provide borrowers with

information regarding the availability of alternative
formats and to allow the borrowers to separately report
2973 $0.00 3/4/201S any 508 or 504 issues directly to the Department.
The purpose of this CR is to clarify the existing process for
TIVAS Requirements 17020.02.03, 17020.02.06, and NFP
Requirement 5039.02. This clarification is to ensure that
Servicers post payments to borrower accounts without
reducing delinquency, for all loans that are> 360 days
delinquent and that DMCS is not able to accept.
2979 $0.00 3/6/2015
This CR establishes the poverty guidelines to be used by
FSAServicers in determining how income is defined for
201S.
2990 $0.00 2/26/2015
PAGE 3 OF 5 ED-FSA·09-D·00141001310016
Attachment Page
Servicers shall send emails to approximately 430,000

borrowers that have recently exited their grace period and
2992 $0.00 3/4/2015 missed one or two payments.
The purpose of this CR is to update the Employment
Certification Form {ECF}for PSLF,0MB No.1845-0110,
eliminating the need for the "Instructions for Completing
the Employment Certification Form" and "Dear Borrower
Letter". Additionally, the ECFis re-formatted to
incorporate skip logic, increase font siie, and update
2997 $0.00 3/27/2015 expiration dates to 12/31/2017.
PAGE 4 OF 5 ED-FSA-09-D-00141001310016
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNT$

karen.gibson@ed.gov



None
I
PAGE AMERICAN
5 ED-FSA-09-D-001410013/0016
1 1~eofPanes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT cooirn,t1oc,,,
1 I 3
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REOU\SITION/PURCHASE REQ. NO. I 5. PROJECT NO. (if applicable)
0017 I JUL 07, 2015 EDOFSA-15-000715

Unitl!d States Department or Educa~on
Federal Student Aid/M1ss1onSupport Group See Block 6
Washington DC 20202
Katharine H II 202-377-4215 kalhanne h1ll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street, Country, State and ZIP Code} 9A. AMENDMENT OF SOLICITATION NO.
(x)
~
1200 NORTH 7TH STREET Cage Code: 41UK?

E0·FSA·09-0.0014/ll013
X

(a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of lt1e offer submitted;
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVV'I..EDGMENTTO BE
teleciram or letter makes reference to the solicitation and this amendment, and is received nrior to the oneninn hour and date snecified.
See Schedule
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: {Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

X Funding Only
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including sollcitationtcontract subject matter where feasible)
Please see page two of three for modification description .
Except as provided herein, all terms and condiI,ons of lhe document referem:ed in item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.
Karen Gibson
156. CONTRACTOR/OFFEROR 15C. DATE SIGNED, 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
JUL 07, 2015
(Signature of person authoriled to sign) nature of Contractinn Officer

NSN 7540-0l-152-8070 SlANDARD FORM JO. (Rev. 10-83)
Previous Edition unusable Prescribed by GSA FAR (48 CFR) 53.243
Continuation Page
The purpose of this modification is to provide additional funding for Title IV Aid Servicing and Public Service
Loan Forgiveness Services, though approximately August 31, 2015. The total contract value is increased
by $28,128,100.00 from $132,891,584.41 to $161,019,684.41.
PAGE
AND 3 ED·FSA·09-0-0014/0013/0017
SCHEDULE Continued
ITEIIINO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNT $

karen.gibson@ed.gov



None
(New Line Item)

August 31, 2015.

0202M2015.A.2015 .ENB00000.6N5.2521 A.AAG.000.
0000.000000
$28,000,000.00
(New Line Item)
0051 Provide Public Service Loan Forgiveness Services, 1.00 SE 128,100.00 128,100.00
through approximately August 31, 2015.

0202M2015.A.2015.ENB00000.6N5.2521A.AD1 .000.
0000.000000
$128,100.00

PAGE AMERICAN
3 ED-FSA-09-0-0014/0013/0017
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' Coot"cttDCode

Pare of Pares
1 I 3
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. {ii applicable)
0018 JUL 16, 2015 EDOFSA-15-000685

Federal Student A1d/Miss1onSupport Group See Block 6
830 First St NE· Suite 91F3
Washington DC 20202
Amber Jones 202-377-3873 Amber Jones@ed.gcv
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, Slate and ZIP Code} 9A. AMENDMENT OF SOLICITATION NO.
(x)
~
HARRISBURG PA 171021444 98. DATED {SEE ITEM 11)

ED-FSA-09-D-0014/0013
X
D The above numbered solicitation is amended as set forth in item 14. The hour and dale specified for receipt of offers D Is extended, Dis not extended.
(a) By completing items 8 and 15, and returning __ copies of amendment; {b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or {c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
telooram or letter makes reference to the solicitation and thls amendment. and is received nrior to the onenina hour and date soecified.
See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14ARE MADE IN THE
X
D. OTHER {Specify type of modification and authority)
E. IMPORTANT: Contractor IX is not, r

The purpose of this modification is to provide funding for Change Request (CR) 3179, which will fully fund the CR. The total contract value is
increased by $44,599.50 from $161,019,684.41 to $161,064,283.91.
Except as provided herein, all tam,s and conditions of the document referenced in ilem 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.
Karen Gibson
158. CONTRACTOR/OFFEROR 15C DATESIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
JUL 16, 2015
~
NSN 7540-01-152-8070
.. ' RD FOR:\I JO. (Re\'. I0-83)
SI ANDA
Attachment Page
The following Change Request (CR) shall be incorporated into Contract Number ED-FSA-09-D-0014,Task
Order 0013. Funding for this CRshall be provided by Line Item 0003 (added via task order 0013, issued
09/01/2014), Line Item 0030 (added via task order 0013, modification 0001, issued 09/22/2014), and Line
Item 0052 {incorporated in this modification).

ID
3179 $95,140 07/15/2015 CRTitle: NSLDSReporting Enhancements for FL$
The purpose of this change request is to collect new

data points from the federal loan servicers for NSLDS
Reporting.
PAGE 2 OF 3 EO-FSA-09-D-0014/001310018
SCHEDULE Continued
ITEMNO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $

karen.gibson@ed.gov



None
{New Line Item)


0202M2015.A.2015. EN B00000.6N5.2521 A.AAJ. 000.
0000.000000
$44,599.50

PAGE AMERICAN
3 ED-FSA-09-D-0014/0013/0018
I Pare of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I ,.c,c1,act1DCod,
I 1 I 3
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. I 5. PROJECT NO. (if applicable)
0019 JUL 16, 2015 EDOFSA-15-000758

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (lfother than item 6) CODE
Washington DC 20202
Katharine Hill 202-377-4215 ~atharine.hill@ed.gov
(x)
~

ED-f SA-09-D-0014
i0013
X
CODE 00030774 I FACILtTY CODE SEP 01, 2014

Offers must acl<nowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOW'I..EDGMENTTO BE
te\earam or letter makes reference to the solicitation and this amendment, and is received orior to the ooenina hour and date snecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: i25,380.00
See Schedule
X
The purpose of this modification is to provide funding for Change Request (CR) 3228. The total contract value is increaed by $25,380.00 from
$161,064,283.91 to $161,089,663.91.
Except as provided herein, all terms and conditions of lhe document referenced in ilem 9A or 10A, as herelofore changed, rema;n• unchanged and in full force and effeci
Karen Gibson
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
JUL 16, 2015
(Signature of person authorized to sign) /Sim>ature of Contraclino Officer)

Previous Edition unu~ablc Prescribed by GSA FAR (48 CFR) 53.243
Attachment Page
The following Change Request (CR) shall be incorporated into Contract Number EO-FSA-09-D-0014, Task
Order 0013 funded by Line Item 0053.

ID
3228 $25,380.00 07/13/201S CR Title: Monthly Monitoring Review Step 1
The purpose of this change request is to invoke a

monthly Monitoring Plan to ensure regulations and
requirements are being adhered to by Federal Seivicers.
PAGE 2 OF 3 ED-FSA-09-0-0014/0013/0019
SCHEDULE Continued

karen.gibson@ed.gov



None
(New Line Item)


0202M2015 .A.2015. ENB00000 .6 N5.2521 A.AAJ .000.
0000.000000
$25,380.00
PAGE
AND 3 EO-FSA-09-0-001410013/0019
1 1 Pane of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT ·cootract1D code
I I
1
1 3
0020 JUL 16, 2015 EDOFSA-15-000753

Federal Student AId/MIssion Support Group See Block 6
!130 First St NE - Suite 91F3
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
-
Cage Code: 41UK7

EO.FSA-~D-0014/0013
X

(a) By completing items 8 and 15, and returning __ copies of amendment: (bl By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNO\NLEDGMENT TO BE
telearam or letter makes reference to the solicitation and this amendment. and is received orior to the ooenina hour and date soecified.
See Schedule
X
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADM\NlSTRATIVE CHANGES (such as changes in paying
The purpose of this modification is.to provide funding for Change Request (CR) 3296. The total contract value is increased by $18,700.00 from
$161,089,663.91 to $161,108,363.91
tenns and condilions of the document refernnced in item 9A or 10A, as herntofore changed, remains unchanged and in full force and effect.
Except as provIde-d herein, 1111
Karen Gibson
b)(6)
JUL 16, 2015
(Signature of person authorized to sign) /SITmature of Contractino Officer)

AttachmentPage
The following Change Request (CR) shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
Order 0013 funded by Line Item 0054.

ID
3296 $18,700.00 07/16/2015 CR Title: Updated Accessible Loan Servicing POFsForms
on Servicer Websites
The purpose of this CR is to meet Federal Student Ai d's

websites and products by providing the updated
Accessible Loan Servicing PDF Forms. These forms shall
be made available to borrowers via all the appropriate
websites (i.e. school portal, FSA portal, ect.).
PAGE 2 OF 3 ED-FSA-09·D·00141001310020
SCHEDULE Continued
ITEI/INO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE$ AMOUNT 5

karen.gibson@ed.gov



None
(New Line Item)

0054 Provide funding for Change Request (CR)3296. 1.00 SE 18,700.00 18,700.00

0202M2015.A.2015. EN B00000 .6 N5.2521 A.ACR.000.
0000.000000
$18,700.00

PAGE AMERICAN
3 ED-FSA-09-D-0014/001310020
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I 'CoclcactlDCode I Pa □ e of Paoes

I 1 I 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15,PROJECT NO. (if applicable)
0025 AUG 13, 2015 EDOFSA•15-000977
United States Department of Educabon
Washington DC 20202
Katharine Hill 202-377-4215 ka1harine.hill@ed.gov
(x)
-
Cage Code: 41UK7
10A. MODlFICATION OF CONTRACT/ORDER NO.

ED-FSA-09-0-001
410013
X
(a) By completing items 8 and 15, and returning __ copies of amendment: {b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telenram or letter makes reference to the solicitation and this amendment. and is received prior to the ooenina hour and date specified.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $140.00
X 52.212-4(c)(1) Contract Terms & Conditions - Commercial Items (MAR 2009) TAILORED
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES {such as changes in paying
D. OTHER {Specify type of modification and authority)
E. IMPORT ANT: Contractor fX is not, I is required to sign this document and return copies lo the issuing office.
The purpose of this modification is to provide funding for Change Request (CR) 3264. See Attachment. The total contract vatue is increased by
$140.00 from $161,653,883.91 lo $161,654,023.91.
Except as provrded herein. all terms and condition~ of the document referenced in item 9A or 10A. as heretofore changed, remains unchanged and in full force and etfecl.
Karen Gibson
1SB. CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
AUG 13, 2015
{Signature of person authorized to sign) na ure o, von rac,mci 1cer

NSN 7540-01-152-8070
' STANDARD FORM 30. (Rev. 10-83)
Prc\'ious Edition unusable Prescribed by GSA FAR (48 CFR) 53.243
The following Change Request shall be incorporated into Contract Number EO-FSA-09-0-0014, Task Order

ID
3264 $140.00 08/12/2015 CRTitle: Update to TIVAS LC Requirement 70776.06
The purpose of this Change Request is to update the

current TIVAS LCrequirement, 70776.06, to include
FSA'sapproval of manual spreadsheets.
PAGE 2 OF 3 ED-FSA-09-D-0014/0013/0025
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNTS

karen.gibson@ed.gov



None
(New Line Item)

0059 Provide funding for Change Request (CR) 3264. 1.00 SE 140.00 140.00

0202M2015.A.2015.ENB00000 .6N5.2521 A.AAJ.000.
0000.000000
$140.00
PAGE
AND 3 ED-FSA-09-D-0014/0013/0025
•
0 1 11000 Pane of Paaes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 '· '" '" "
I 1 I 3
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable)
0024 AUG 10, 2015 EDOFSA-15-001023
Federal Student A;d/Miss,on Support Group See Block 6
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and Z!P Code) 9A. AMENDMENT OF SOLICITATION NO.
~

Cage Code: 41 UK7
HARRISBURG PA 171021444 9B. DA TED (SEE ITEM 11)

ED-FSA-09-0-0014/00
13
X
{a) By completing items 8 and 15, and returning __ copies of amendment: {b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference lo the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
tele"ram or letter makes reference to the solicitation and this amendment, and is received nrior to the orieninn hour and date snecified.
12. ACCOUNTING AND APPROPRIATION DATA {If required) Modification Amount: $1,523,500.00
X FAR 52.212-4(c)(1) Contract Terms and Conditions - Commercial Items (MAR 2009)- TAILORED
The purpose of this modification is to provide funding for Change Request {CR) 3245. The total contract value is increased by $1,523,500.00 from
$160,130,383.91 to $161,653,883.91.
Excepl as provided herein, all terms and conditions or lhe document referenced in item 9A o, 10A. as heretofore changed, remains unchanged and in full force and effecl.
Karen Gibson
158. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
AUG 10, 2015
(Signature of person authorized to sign) /Sill!nature o ontractinn Officer\

NSN 7540-0 l-1 52-8070 STANDARD FORM 30. (Rev. 10-83)
Previous Edition unusnblc Prescribed by GSA FAR (48 CFR) 53.243
Attachment Page
The following Change Request shall be incorporated into Contrnct Number ED-FSA-09-D-0014, Task Order

ID
3245 $1,523,500.00 08/10/2015 CRTitle: New Pay As You Earn (PAYE) Repayment Plan -
REPAVE
The purpose of this Change Request is to add a new

income-contingent repayment plan, called the Revised
Pay As You Earn (REPAVE)plan, to 685.209 of the Direct
Loan Regulations. The REPAVEplan is modeled on the
Pay as You Earn (PAYE} repayment plan, and would be
available to all Direct Loan student borrowers regardless
of when the student borrowers received their Direct
Loans.
PAGE 2 OF 3 ED-FSA-09· □ -00141001310024
SCHEDULE Continued
ITEM NO. SUPPLIESJSERVICES QUANTITY UNIT l/NlT PRICE $ AMOUNT $

karen.gibson@ed.gov



None
(New Line Item)

0058 Provide funding for Change Request (CR) 3245. 1.00 SE 1,523,500.00 1,523,500.00

0202M2015.A.2015 .ENB00000 .6N5.2521 A.AD3.000.
0000.000000
$1,523,500.00
PAGE
AND 3 ED-FSA-09-0-0014/001310024
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '·cootrnct1D cooe

I Pace of Paces
I 1 I 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4_ REQUISITION/PURCHASE REQ. NO. 15.PROJECTNO. (if applicable)
0026 AUG 18, 2015 EDOFSA-15-000980
United States Department of Educatjon
Federal Student Aid/M,ss,on Support Group See Block 6
Washington DC 20202
Kathanne Hill 202-377-4215 kalhar1ne.h1ll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
-
Cage Code: 41UK7

EO-FSA·09·0•0014/0013
X
CODE 00030774 ! FACILITY CODE SEP 01, 2014
is extended. Dis not extended.
or {c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
telenram or letter makes reference to the solicitation and this amendment. and is received nrior to the oneninn hour and date snecified.
X 52.212-4(c)(1) Contract Terms & Conditions- Commercial Items (MAR 2009) TAILORED
office. appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
E. IMPORTANT: Contractor fX is not, I

The purpose of this modification is to provide funding for Change Request {CR) 3299. See Attachment. The total value of the contract is
increased by $2,950.00 from $161,654,023.91 to $161,656,973.91
Except as provided herein. all terms and cand,~ans o! the document re/erenoo-din item 9A or 10A, as heretofore changed. remains unchanged and ,n full force and eftecl
Karen Gibson
202-377"4381 karen.gibson@ed.gov
156. CONTRACTOR/OFFEROR 15C DATE SIGNED, 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6)
AUG 18, 2015

Sinhature of Contractinn Officer
-
NSN 7540-0!-1'2-8070 STANDARD FOR:\1 30. (Rev. l0-83)
Attachment Page
CR co,1 Date CR Description

ID
3299 $2,950.00 08/13/2015 CR Title: Closed School Discharge Outreach - Companion
to 3284
The purpose of this change request is to require

servicers to identify and send closed school applications
to all borrowers who are eligible based on the expanded
CCI criteria using enrolled on/after 6/20/2014.
PAGE 2 OF 3 ED-FSA-09-D-0014/001310026
SCHEDULE Continued
ITEM NO, SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT S

karen.gibson@ed.gov



None
(New Line Item)

0060 Provide funding for Change Request (CR} 3299. 1.00 SE 2,950.00 2,950.00

0202M2015 .A.2015. ENB00000. 6N5 .2521 A.AAJ .000.
0000.000000
$2,950.00

PAGE AMERICAN
3 ED-FSA-09-D-0014/0013/0026
00 000 I Pa □e of Pao es
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '· ""'" ''
I 1 I 3
0027 AUG 18, 2015 EDOFSA-15-000976

United Stales Oepartment of Education
Washington DC 20202
Kalhanne H,11202-377-4215 katharine.h1ll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, Stale and ZIP Code} 9A. AMENDMENT OF SOLICITATION NO.
(x)
-
Cage Code: 41 UK7

ED.FSA--09-D-0014/0013
X
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended. Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended. by one of the following methods:
(a) By completing items 8 and 15. and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted. such change may be made by telegram or letter. provided each
telearam or letter makes reference lo the solicitation and this amendment. and is received nrior to the onenina hour and date snecified.
See Schedule
X 52 212-4(c)(1) Contract Terms & Conditions - Commercial Items (MAR 2009) TAILORED
E. IMPORTANT: Contractor Ix is not, I is required to sign this document and return copies to the issuing office.
The purpose of this modification is to provide funding for Change Request (CR) 3316. See Attachment. The total contract value is increased by
$8,792.50 from $161,656,973.91 to $161,665,766.41.
Excepl as provided herein, all terms and conditjons of the document referenced in item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.
Karen Gibson
(b)(6)
AUG 18, 2015
(Signature of person authorized to sign) (81qnature of Contraclini:i Officer\

NSN 7540-0 I - l 52-8070
.. '
S rAl'iDARD fORi\l JO. (Re\'. 10-83)
Previous Editiou unusable Prescribed by GSA FAR (48 CFR) 53.243
Attachment Page
The following Change Request shall be incorporated into Contract Number EO-FSA-09-D-0014,Task Order

ID
3316 $8,792.50 08/17/2015 CRTitle: Aspire Decommission
The purpose of this Change Request is to decommission

Aspire.
PAGE 2 OF 3 EO-FSA-09-0-0014/0013/0027
SCHEDULE Continued

karen.gibson@ed.gov


Patrice Washington, {202) 377-3845,

None
(New Line Item)


0202M2015.A.2015. EN B00000 .6NS.2521A.AAJ .000.
0000.000000
$8,792.50
'
PAGE
AND 3 ED-FSA-09-0-0014/0013/0027

11Contract ID Code Pane of Panes
I 1 I 2
13.EFFECTIVEDATE
I'
2. AMENDMENT MODlflCATION NO. 4. REQUISITION/PURCHASE REQ. NO. PROJECT NO. (if applicable)
0028 AUG 27, 2015

w~shington DC 20202
Katharine Hill 202-377-4215 kathanne h1ll@ed.go11
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street. Country, Stale and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(X)
~

1OA MODIFICATION OF CONTRACT/ORDER NO.

ED-FSA-09-D-0014/((ll3
X
" as set forth in item 14. The hour and date specified for receipt of offers D is extended, 0 is not ex1ended.
D The above numbered solicitation is amended
THIS ITEM ONLY APPLIES TO AMENDMENTS OF SQUClTA TlONS
Offers must acknowtedge receipt of this amendment prior to the hour and date specified in the solicitation or as amended. by one of the following methods:
(a) By completing items 8 and 15. and returning ___ copies of amendment, (b) By acknowledging receipt of \his amendment on each copy of the offer submilted;
or (c} By separate letter or telegram wllich includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of 1his amendment your desire lo change an offer already submitted. such change may be made by telegram or letter, provided each
teleoram or letter makes reference to the solicitation and this amendment. and is received orior to the ooenino hour and date soecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $-1,000.000.00
Modification Obligated Amount: $-1,000,000.00
See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO· (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office. appropriation d~te, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103{b).

E IMPORTANT: Contractor I 1s not, rx

is required to sign !his document and return 1 copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. includmg solicitaMnlcontract subject matter where feasible)
The purpose of this modification is to de-obligate excess funds from Contract Number ED-FSA-09-0-0014 Task Order 0013, Line Item 0002 m the
amount of $1,000,000.00 The total contract value is decreased by $1.000,000.00 from $161,665,766.41 to $160,665,766.41.
face pt as pro"'Ued nere,n. all lerm5 and conditions of the document referenced ,n ,tern 9A or 1OA, as heretofore changed. mma,ns unchanged and In full force and effect.
15A. NAME AND_TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Dom(\ v\/v. '1-< Karen Gibson
202-377•4381 karen.gibson@ed.gov
tJ?,-itJlm11Se111CJ(ly
158. CONTRACTORIOFFEROR - -·---- 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA
(b)(6)
16C. DATE SIGNED
l(b)(6)
';
,'f;/, ',; ' ~) -
AUG 27, 2015

' STAND ARD FORM 30. (Rev. 10-83)
NSN 7540-01-152-8070
---- . ·--
SCHEDULE Continued
~--· . --·
ITEM NO. SUPPUES/SERVICES OUANTlrY UNIT UNIT PRICE $ AMOUNT $
.... ·--··-··
'
karen.gibson@ed.gov



None
(Changed Line Item)

NTE NTE
0002 De-obligation or funds ($1,000,000.00) 1.00 SE 0.00 0.00

0202M2014A2014.ENB00000.6N5.2521A.AB5.000.
0000.000000
$0.00
~-
PAGE 2 OF 2 EO-FSA-09-0·0014/0013/0028
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '·0 """ 11000

''
I Pace of Paoes
I 1 I 3
0029 AUG 31, 2015 EDOFSA.15-001071

Federal StudentAid/M,ss,on Support Group See Block 6
Washington DC 20202
Katharine Holl202-377-4215 katharine.hill@ed.gov
8. NAME ANO ADDRESS OF CONTRACTOR {NO., Street, Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)

ED·FSM19-D-0014/0013
X

Offers must acknowledge receipt of this amendment prior lo the hour and date specified in the solicitation or as amended, by one of the following methods:
(a} By completing items 8 and 15, and returning __ copies of amendment: {b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram llff1ich includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire lo change an offer already submitted, such change may be made by telegram or letter, provided each
tel..,. ram or letter makes reference to the solicitation and this amendment. and is received nrior to the oneninn hour and date snecified.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $522.12
See Schedule
E. IMPORTANT: Contractor rx is not, I is required to sign this document and return copies to the issuing office.
The purpose of this modification is to provide additional funding for Change Request (CR) 3299. The total contract value is increased by $522.12
from $160,665.766.41 to $160,666,288.53.
Except as provided herein. all terms and conditions of the document referenced in item 9A or 10A, as heretofore changed. remains unchanged and in full force and effect
Karen Gibson
15B. CONTRACTORIOFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6)
AUG 31, 2015
(Signature of person authorized to sign) {Stinature of Cont~ctinn Officer)

-
NSN 7)40-01-152-8070 STANDARD FORM 30. (Rev. 10-83)
Attachment Page
The following Change Request was incorporated into Contract Number ED-FSA-09-D-0014,Task Order 0013
Modification 0026 funded by Line Item 0060. The total price is hereby revised. Additional funding in the
amount of $522.12 is provided on Line Item 0062 to Contract Number ED-FSA-09-D-0014,Task Order 0013
Modification 0029 bringing the total funded amount for CR3299 to $3,472.12.

ID
3299 $3,472.12 08/31/2015 CRTitle: Closed School Discharge Outreach- Companion
to 3284
The purpose of this change request ls to require

servicers to identify and send closed school applications
to all borrowers who are eligible based on the expanded
CCIcriteria using enrolled on/after 6/20/2014.
PAGE 2 OF 3 ED-FSA-09-D-0014/0013/0029
SCHEDULE Continued

-·---

karen.gibson@ed.gov



None
(New Line !tern}

0062 Provide additional funding for Change Request (CR) 1.00 SE 522.12 522.12
3299.

0202M2015.A.2015 .ENB00000. 6N5 .2521 A.AAJ ,000.
0000.000000
$522.12
PAGE
AND 3 ED-FSA-09-D-0014/001310029
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' Coot,aotlDCode

I Pane of Panes
I 1 I 3
0030 AUG 31, 2015 EDOFSA-15-001072
6. ISSUEO BY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Umted States Department of Education
830 fjrst St NE - Suite 91FJ
Washington DC 20202
Katharine H,11202-377-4215 katharine.hill@ed.gov
(x)
-
Cage Code: 41UK7

EO-FSA-09-
0-0014/0013
X
(a) By completing items 8 and 15. and returning __ copies of amendment: {bl Sy acknowledging receipt of this amendment on each copy of the offer submitted:
telearam or letter makes reference to the solicitation and this amendment, and is received orior to the ooenino hour and dale soecifled.
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED lN ITEM 14.
E. IMPORTANT: Contractor IX is not, r is required to sign this document and return copies to the issuing office.
The purpose of this modification is to provide funding for Change Request (CR)3278. The total contract value is increased by $2,480.00 from
$160,666,288.53 to $160.668,768.53.
Except as provided herein, all tenns and condi~ons of the document referenced In Item 9A or 10A, as heretofore ct,anged, remains unchanged and in full force and effect
Karen Gibson
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMER\CA 16C. DATE SIGNED
(b)(6)
AUG 31, 2015
(Signature of person authorized to sign) {Sltmature of Contractina Officer

NSN 7540-QJ.[52-8070
..
S rANDARD FORi\130. (Re\". J0.83)
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014,Task Order

ID
3278 $2,480.00 08/31/2015 CRTitle: Weekly Reporting of Corinthian Closed School
Data
The purpose of this change request is to analyze data to

see the volume of dosed school applications received
from Corinthian Schools.
PAGE 2 OF 3 ED-FSA-09-D-001410013/0030
SCHEDULE Continued
ITEM NO: SUPPLIES/SERVICES QUANTIIT UNIT UNll PRICE $ AMOUNT$
----

karen.gibson@ed.gov



None
(New Line Item)


0202M2015.A.2015. ENB00000.6N5.2521 A.AAJ .000.
0000.000000
$2,480.00
PAGE
AND 3 ED-FSA-09-0-0014/001310030
I Paae of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I ' CootcactlDCode
I 1 I 4
2. AMENDMENT MODIFICATION NO. 13-EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 1 s, PROJECT NO. (if applicable)
0031 SEP 14, 2015
Federal StudentAidlMissicm Support Group See Block 6
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO,. Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(X)
-
Cage Code: 41UK7

EO.FSA-09·0•0014/0013
X
(a) By completing items 8 and 15. and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVVLEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPEC\FIED MAY RESULT IN REJECT!ON OF
tel en ram or letter makes reference to the solicitation and this amendment. and is received "rior to the o"enin" hour and date Snecified.

X FSA 43-1 Change Request Modifications
The purpose of this modification is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-09-0-0014, Task Order
0013. See Attachment.
facept as provide<! herein. all terms and conditions of \he document referenced in ,tern 9A or 10A, as heretofore changed. remains unchange-d and in full force and effe<:l.
Karen Gibson
(b)(6)
SEP 14, 2015

Shnature of Contractin" Officer\
NSN 7540-01-152-8070 S rANDARD fORl\t
' 30. (Rev. I0..S3)
Attachment Page
The following Change Request shall be incorporated into Contract Number EO-FSA-09-D-0014,Task Order 0013,
funded by Line Item 0003.
CR ID COST DATE CR DESCRIPTION
30S3 $15,425.00 4/09/lS Due to the expected conclusion of the Perkim Program, Federal
Student Aid (FSA)is requiring the Perkins Servicer to interface with
Direct Loan Consolidators similar to an internal loan hold.
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014,Task Order 0013.
Funding for this CRshall be provided by Line Items 0003 and 0030.
This purpose of this CRis to provide optimal security to FSAsystems,

3114 $6,400.00 OS/28/2015 the transmission of LC Payoff files to four consolidators and the
necessary update for DMCS to utilize the SAIG interface.
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014, Task Order 0013,
The purpose of this CR is to provide a provision to the continued effort

3019 $14,7SO.OO 4/06/15
to support the 150% Subsidy Legislation. Loans subject to this
legislation shall be tracked throughout the life of the loan and
consolidation process.
This CR shall establish the 2015 ICR Income Percentage factors which
3052 $3,245.00 4/22/lS
will be used by servicers to determine how incomes for single and
married or head of household is defined for 201S, and to be in
compliance with Federal Regulation 68S.209(a)(2)(i).
The purpose of this CR is to comply with directives outlined by

3099 $6,000.00 4/30/lS
President Obama in the Borrower Bill of Rights. Federal Student Aid
(FSA) and the US Social and Behavioral Sciences Team (SBST)are in
collaboration on a series of income-drive repayment plan notification
pilots.
PAGE 2 OF 4 ED-FSA-09-D-00141001310031
Attachment Page
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014, Task Order 0013.
There is no cost associated with the Change Requests below. Therefore, no funds are needed and no
corresponding line Item is required.
The purpose of this CR is to increase borrower awareness of

3171 $0.00 5/21/15
repayment options and increase engagement with FSAinformation,
resources and tools through email campaigns, social media, and
partner outreach. The servicers with social media presence will gather
data which will be used to track the overall effectiveness of the
campaign.
The purpose of this CR is to provide weekly data reporting to Federal

3236 $0.00 5/22/15
Student Aid (FSA) in tracking trends and volume of closed school
applications and borrower defense inquiries.
The purpose of this CR is to support the changes made to Loan

3251 $0.00 6/10/lS
Consolidation forms through the 0MB clearance process. In addition,
this CR corresponds to CR 2870 for COO implementation on June 19,
2015.
tn accordance with this CR, servicers shall update all pertinent

3252 $0.00 6/10/15
websites, correspondence, databases, documents and procedures with
the annually determined variable interest rates applicable to Direct
Subsidized Loans (Undergraduate Students), Direct Unsubsidized Loans
{Undergraduate Students), Direct Unsubsidized Loans (Graduate/
Professional Students), and Direct PLUSLoans (Parents of Dependent
Undergraduate Students and Graduate/Professional Students)
programs for the period of July 1, 2015 ~ June 30, 2016.
The CR is subject to address Corinthian College Students in exceptional

3284 $0.00 6/26/15
circumstances to allow for a school closure discharge outside the
customary 120 days.
PAGE 3 OF 4 ED-FSA-09-0-0014/001310031
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNITPRICE $ AMOUNT$
Contracting Officer: Karen Gibson, 202•377-4381,

karen.gibson@ed.gov


Patrice Washington, (202) 377•3845,

None
PAGE
AND 4 ED·FSA-09-D-0014/001310031
Pa"e ofPa'es
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1.c,a1mctioc,,,
1 I 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVEDATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable)
0032 SEP 16, 2015 EDOFSA-15-001044
630 First St NE· Surte 91F3
Washington DC 20202
(x)
I---
10A, MODIFICAT\ON OF CONTRACT/ORDER NO.

ED-FSA-09-D-0014/00
13
X

(a) By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowiedglng receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVV'l.EDGMENT TO BE
te!enram or letter makes reference to the solicitation and this amendment. and is received nrior to the onenin□ hour and date soecified.
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED 1N ITEM 14.
X FAR 52.212-4(c)(1) Contract Terms and Conditions - Commercial Items (MAR 2009) - TAILORED
office, appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
E. IMPORTANT: Contractor r5<is not, I is required to sign this document and return copies to the issuing office.
The purpose of this modification is to provide funding for Change Request (CR) 3263. the total contract value is increased by $11,470.00 from
$160,668,768.53 to $160,680,238.53.
Exceptas providedherein,all termsand conditionsof the documentreferencedin ;tem9A or 10A,as heretoforechanged.remainsunchangedandin full forceandeff~t.
Karen Gibson
I 202-377·4381 karen.gibson@ed.gov
(b)(6)
SEP 16, 2015
'
(Signature of person authorized to sign) 1hi nature o ontrac 1n □ 1cer\
-
NSN 7:,40-01-152-8070 STANDARD
' FORJ\-1 30. (Re,·. 10-83)
AttachmentPage
The following Change Request shall be incorporated into Contract Number EO-FSA-09-D-0014,Task Order

ID
3263 $11,470.00 09/15/201S CRTitle: Revised BBR- Public Service Loan Forgiveness
and Teacher Loan Forgiveness Programs Promotion on
all Initial Correspondence to Borrowers
The purpose of this Change Request is to include

additional information on all initial communications to
the borrowers from COD and the servicers.
PAGE 2 OF 3 ED-FSA-09-D-0014/001310032
SCHEDULE Continued

karen.gibson@ed.gov



None
(New Line Item)


0202M2015.A.2015. ENB00000 .6N5.2521 A.MJ .000.
0000.000000
$11,470.00

PAGE AMERICAN
3 ED-FSA-09-D-0014/0013/0032
I PaQeof Paqes
'I AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT ] 1·coot,acrncode
1 I 2
'
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE
' REQUISITION/PURCHASE REQ. NO 15. PROJECT NO. (if applicable)
0033 SEP21,2015
un,ted States Department of Education
Federal Studen1 Aid/M,ssion Support Group See Block 6
830 F,rst St NE - Suite 91F3
Washington DC 20202
(x)
HIGHER EDUCATION ASSJSTANCE AGENCY, PENNSYLVANIA DUNS: 007368103 ~


ED-FSA-ffi.D-0014/0013
X
108. DATED (SEE !TEM 13)

D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers is extended, D
not extended. Dis
(a) By completing items 8 and 15, and returning ___ copies of amendment: {b) By acknowledging receipt of lhis amendment on each copy of the offer submitted:
or (c) By separate letter or telegram which includes a reference to \he solicita1ion and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVEDATTHE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue of this amendment your desire lo change an offer already submitted, such change may be made by telegram or letter, provided each
telearam or letter makes reference to the solicitalion and this amendment. and is received nrior to the O"eniii" hour and date Snecifled.
12. ACCOUNTING AND APPROPRIATION DATA(lf required) Modification Amount: $-1,408,084.47
See Schedule
office. appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b)
C. THIS SUPPLEMENTAL AGREEMENT \S ENTERED INTO PURSUANT TO AUTHORITY OF:

E. IMPORTANT: Contractor I Is not. Ix is required to sign this document and return 1 copies to the issuing office.
The purpose of this modification is to de-obligate excess funds from Contract Number ED-FSA-09-D-0014 Task Order 0013, line Item 50 in the
amount of $1,408,084.47. The total contract value is decreased by $1.408,084 47 from $160,680,238 53 lo $159,272, 154.06.
Allother terms and conditions remain unchanged.
Exoepl as pro,.ded he<e•n, all terms and cor>d,lions o( lhe document rc!crcnce<J m ilom SA or 1OA. as heretofore change<J, remains unchanged and in full force and effect
15A NAME ANO TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or pnnt)
·~ Karen Gibson
j.H '' I' I ·,' .' !,_
. 202"377-4381 karen.gibson@ed.gov
\j)
I< ·', 1...1....
('' '·
)_ I \:.__1,
·,1 .'
'
-
158. CONTRACTOR/OFFEROR ____
... . - .... -· -- 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE StGNED
(b)(6) b)(6)
,/ /1, ' ''>

- SEP 21, 2015
- '.
(Signalure of person authorized to sign) ,re,
NSN 7540•01-152-8070
'"' ature o ontractin"
..
SfANDARD FORM 30. (Rev. 10-83)
SCHEDULE Continued
-- - ·-·
QUANllTY UNIT UNIT PR!CE $ AMOUNT$
IJEUNO. SUPPLIES/SERVICES
-- --

karen.gibson@ed.gov



None
(Changed Line Item)

0050 De-obligation of funds ($1,408,084.47) 1.00 SE 26,591,915.53 26,591,915.53

0202M2015.A.2015. ENB00000.6N5.2521 A.MG .000.
0000.000000
$26,591,915.53
PAGE 2 OF 2 EO-FSA-09-D-0014/0013/0033

11.Contract ID Code I Paaeof Paaes
I 1 I 2
0034 SEP 22, 2015 EDOFSA-15-001286

United States Department of Educa~on
Washington DC 20202
Katharine Hill 202-377-4215 katharine.hill@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street. Country, Slate and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
f--
1OA. MODIFICATION OF CONTRACT/ORDER NO.

ED-FSA.W.0.001410013
X

(a) By completing items 8 and 15. and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
teleoram or letter makes reference to the solicitation and this amendment. and is received nrior to the o~Aninn hour and date snecified.
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Public Service Loan Forgiveness Services, through approximately September 30, 2015.
The total contract value is increased by $13,907.50 from $159,272, 154.06 to $159,286,061.56.
Except as provided here,n, all terms and conditions of 1he document referenced m ,tern 9A or 10A, as hemlofom changed. remains unchanged and in full !o,ce and effecl.
15A. NAME ANO TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
SEP 22, 2015
'
{Signature of person authorized to sign) ISimrature oft:ontrac\inn Officerl
'
NSN 7540-01-152-8070 STAl'\DARD FORM 30. (Rev. 10-83)
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES OUANTllY UNIT UNITPRICE $ AMOUNT S

~- ··--- ··- ---···· ·---

karen.gibson@ed.gov



None
(New line Item)

0065 Provide Public Service Loan Forgiveness Services, 1.00 SE 13,907.50 13,907.50

0202M2015.A.2015.ENB00000.6N5.2521A.AD1 .000.
0000.000000
$13,907.50

PAGE AMERICAN
2 ED-FSA-09-D-0014/0013/0034

1 Co11tract ID Code ol~gf§_
l~ge
1 3 .
2 AMENDMENT MODIFICATION NO 13.EFFECTIVE DATE 4 REOUISITIONIPUF<CHASE REQ. NO 15 PROJECT NO (1f applicable) I
0035 NOV 05, 2015 i
'
6 ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other thari item 6) CODE
Un,ted Swtes Department o' Educatcon
Fednral Student f"~'M1ss,on Support Group See Block 6
830 F,rst St NE· Suite 91F3
Washington DC 20202
Heather Allen 202-377-4465 heather allen@ed gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street. Country, State and ZIP Code} 9A AMENDMENT OF SOLICITATION NO.
~
Cage Code: 41UK7
I
I 10A. MODIFICATION OF CONTRACT/ORDER NO '
' ED-FSA-m-D-0014,JO'}
X
10B. DATED (SEE ITEM 13}
CODE 00030774 I FACILITY CODE SEP 01. 2014
D The above numbered sol1c1lat1onIs amended as set (orth in item 14 The hour and dale spec1f1edfor receipt of otters D Is extended, Dis not extended.
Offers must acknov.1edge receipt of this amendment prior to the hour and dale specified in the solicitalion or as amended, by one of the following methods:
(a) By completmg items 8 and 15, and returning ___ copies of amendment, (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
or {c} By separate letter or telegram which includes a reference to the sol1c1tat1onand amendment numbers FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change an otfer already submitted, such change may be made by telegram or letter, provided each
telegram or letter makes reference lo the solicitation and this amendment and is received prior lo the openmg hour and date specified
12 ACCOUNTING ANO APPROPRIATION DATA (If required) Mod1f1cation Amount: $0.00
'
-------
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO.-(Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

'
X FSA 43-1 Change Request ModIfIcations
D OTHER (Specify type of modification and aulhority)

'
E. IMPORTANT Contractor IX Is not. ! Is required to sign this document and return copies to the issuing office
14 DESCRlrTION 01' AM[NDMENTIMODIFICA TION (Organized by UCF section headings, including ~ol1cila\ion/contract subject nialter where feas,ble)
The purpose of this mod1ficat1on Is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-09-0-0014, Task Oder 0013.
See attachment
l.:xccpt as pro,.aecl '1ere111,all ,erms ~no cond,Mns of 11\eJocurner1: rderrncccJ ,~ 11cm9,\ or 10A as Mrctofore cl>ar11JeU re,m,11ns,incr.angM Md n full force and elfeC:
15A NAME AND TITLE OF SIGNER (Type or p11nt) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
202-377-4381 karen g1bson@ed gov
158. CONTRACTORl0 0F0F0EcR=OcR~--- 15C DATE SIGNED 0E0S"'IG'N"E

168. UNITED STA'T"E"'S"O'F~A"M'E"R"'IC'A~-~~1"6"C"."D'A"T 0 Ds------j
rb)(6) i NOV 05. 2015

(Si nature oftontraclmg Officer)
'-:Si\ 7S-lll-lll-lJ2-8070 ST.\\D.-\RI) FOR:'11 JO. (Rev. 10-.'lJJ
l'r~, ious hlition lllll1S;1bk
The following Change Requests shall be incorporJted into ContrJct Number ED-FS/\·09·0-0014, Task
Order 0013. There is no cost Jssoc1ated with the Change Requests below. Therefore, no funds Me
needed Jnd no corresponding Line Item is required.

I
3250 $0.00 06/15/2015 This CRwill provide clarifying steps 1nthe due diligence
proce1s in relation to billing Jnd delinquency letters,
which require completion by servicers.
3287 $0.00 7/6/2015 Service rs shall patch all vulnerab1l1tieswithin tl1eir

;,ffected :;ystems, take immediate action on the DHC
Vulnerobil1ty Scan Reports tl1ey receive weekly, and
report progress and challenges within 30 days. In
addition, servicers shall review and minimize system
access of privileged users, and implement IWO•factor
authentication on their system to cover priv,le~~d dnd
non•pr,vileged users.
3314 $0.00 09/01/2015 The purpose of this CR is to support the system upgrade
for FSASystem Trust Matrix to better determine and
document suitable req1J1rementsJnd the type of
investigation required for eJch system's roles end/or
respons1bil1t1esas part of the system security plJn.
'
PAGE?. OF 3 ED-FSA·09·D·0014/0013/0035
SCHEDULE Continued
ITEM NO. SUPPLIESISER\IICES QUANTITY UNIT UNIT PRICE $ AMOUNT S
'
'
I
karen.gibson@ed.gov

Connelly, 202 377.3298, tammy.connelly@ed.gov


None
'
'
' I
!
'

PAGEAND
3 ED-FSA-09-D-0014/0013.10035
\. RLQUISITION 1'UMBlR P/,(,E 3

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1"
OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, &30 EDOFSA-15-000148
), CONTRACT NO 3. AWARD/EFFECTIVE 4 ORDERNL/MR£R 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE
DATE DATE
ED-FSA-09-D-0014 0014
JAN 01, 2015
a. NAME b. TELEPHONl NU'/,Brn (No,oileu 8, orrrn DUE D1,TE/
►
7. FOR SOLICITATION Amber Jones call,) LOCAL TIME
Amber.Jones@ed.gov
9 IS'>Ul:D BY
'
CODE I FSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED DR □ SET ASIDE: %FOR
UMed Slates Cepartment of Education □ SMALL BUSINESS □ W0~ 1.EN-OWNEO SMALL
Federal Student A1d/M1$$10n Sllpport Group BUSINESS (WOSB)
□
830 F1·st St NE - Suite 91 F3 HUBZONE SMALL NAICS:
%'asli,ngton DC 20202
BUSINESS □ ECO~OMICALJ.Y DISADVANTAGE::J
\\'O~.IEN-OWNcO S,',IALL BUS•NESS
□
SERVICE-DISABLED \EO'i.-OSBJ
SIZE STANDARD.
VETERAN-OWNED
SMALL BUSINESS 0S(AJ
11, DFLIVfRY fOR rOB DESTINA· 12. DISCOUNT TERMS 13b. RATING
□
TIO/\ UNLlSS BLOCK IS
0 Days RATED ORDrn UNDER
MJ\RKFD
DPAS(ISCFR/00)
0% I:._METIIOD OF SOLICITATION
□ Net 30
S!:E SCHWULE
lS, DEI.IVERTO CODE FSA-FS2 16, AOM11',ISTEHEDBY
□ em
□ we
COO!:
□ eec
IFSA-FS2
v.,1cj St-1tes :epMrr.er>I cl Eau ca, en
FeONa: S1caoc1A Gl',!,ss,on Supuo,t Groep
8)0 F",rs! St ~C Su:e91F3 Federal Student A1d/M1ss1on Support Group
Wasn,n;p~ r:lC20202 830 F<rst St NE - Su,te 91 F3
Washington DC 20202
1 ?a CONTRACTOR/ 100030774 18a PAYMENT WILL BE ,\\ADE BY

OFFEROR
CODE I FACILITY
CODE
CODE IFSA-BUD
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group/Invoice Adm,n
1200 NORTH 7TH STREET US Department or Educat1onlFSNCFOIBG/FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE. Suite S~B1
CAGE 41\.JK7
231693362 DUNS 0073G8103
"'
TELfPHO~E NO.
□ 170 Oi[CK If H[MITTA~CE IS DIHERENT 1\NO PUT SUCH ADDfiESS IN 18~ SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK •.8a UNLESS BLOCK
Orff:H
□
BELOW IS CHECKED
Sll AIJIJlNOUM
w. n n
IHM~O.'" SCHEDULE OF SUPPLIES/SERVICES "
QUANTITY UNIT UNITPHICE "
AMOUNT
Please see continuation page for line item details
(U,e kc·,er,e and/or A rtnch Addwon<J,' Snee fl a, 1,•e,e<rnry)

25 1\CCOUNT:/\G A/\0 A?P,OPRl/1TION D1HA 26 TOTAL AWARD AMOU/\T (for GcH u,e 011/1)

l_l 21., ,'.:LI(,:.,IC)N ~(C <1'(),l,\TC\ ~,· O<l· cfll'-CC FNl \2 lll-1, 02 ll2.; f,\R \2 lll•l MJC S2 ll ), ,.,,lMTMdHl MD(rm,, I I AOC LJ ,"<Sl N8: ,\ "l A(HCll
. ' . . ... '""
7
□
26 CO/\ TRACTOR IS REQUIREDTO SIGN THiS DOCUMENT AND fffTURN 29.AIVARDOFCONTRACT: REF. OFFER
COl'll5 TO ISSUING OFFl(f. CONTRACTOR /,GREES TO ruHr;ISH MO
---
DATED YOUR OFFER ON SOLICITATION
OHII/ER ALI ITFMS 5FT roRTH OR OTIHCHWISEIDENTIFIED ABOVE ANO ON ANY
(BLOCK Si, l~CLUOING A~ Y /,DDITIONS OR CHANGES WHICH ARE
ADDITIONAL SHEETS$UBJECTTO TP.EHRMS J\NO CONDITIONS SPEClfllO
SETfORrn HEREIN, IS ,\CCEPTEO r,s TO ITE.'.',5:
JDa 51G/\ATURCOF OFFERORICONTR/,CTOR 31, UNlTED STATESOf AMER1CA 1SIG''ATURE orCONTRJ,(T/,\'GOFFICER!

b)(6)
.
3Gb NM.',E AND Tlfll Of SIGNLil 'Type or pr,~/,' 30c DA Tl '>IGNW Jib /\'IMt Ut "••u (y~{/tl/,
31c OAH SIGNi:O
Sao Kang 202-377-3798
soo.kang@ed gov DEC 30, 2014
AUTl•ORIZFD FOR I OCAI RCPHOD'Jl TION STANDARD FORM 1449 (REV. 3120111
PRFl.'IOLJSfDITION JSNOT usr,K~E Pr~scribc'd by GSA FJ\R AA CFR) .\3.112
n n
"
IH'/, NO
2D.
SCHfDUU:or SUPPllE',1SER'/ICE'> "
QU,\.~TITY UN•T UNITPRICE "
AMOUNT
32.i 0lJ1'NTITI IN cod.MN -c N'

/7 H/,S R;,
'
□ RLCLIVLIJ □ INSPECTED □ AC(fPTED, AND co.~FOrMS TO THE CONTRACT, FXCFPT ,\S NOTED
3/b, SIC,NATURE
OF ,\UTHOfllZEIJ GOVCRNMCNT 32c DATE 32d PRINTEDNAME AND TITLE OF AUTHORl2ED GOVERN.\\ENT
R[PHESLNTATIVE REPRESENT
ATIV[
32e MAILING ADDRESSOF AUTHORIZED GOVERN//,ENT REPHCSE:NTATIVE 32: HL?IIOU NUMBER OF AUH-IO~ZED GO\/ERNf/,ENT REPRESU\TATl'/E:
32g L-,W,IL Of AUTIIORlllO GOVCHNMLNT RlPRLSLNTATIVt
ll ',IIIPNUMtlLR l•1 VOUCHER.~11,.',HCR Y,. MJO:.JNT vrn1r1rn 36 PAYMLNT 31 CHECKNUMBER

CORRLCTfOR
□
□ □
C0'.1?LETE P/,RTl,\L FINAL
IPA~TIAL I :f1NAL
lb, )1R 1\((0UNT NO 39 ',, R VOUCHER fJUM6ER t,Q P,\ID BY
41 ,1,I CFRTIFYOHIS ;,ccour, TIS CORRLCTAND PROPERFOR PAYMENT 42a RECEII/EDBY (Pnmj
41 b, SIGNATURE AND TITLE or CtRTlfYINl, 01 J-ICLH t,1cDATE

42b RLC.Ll.'LDAT (lornrwni
42c. Dt,TF REC'D rY'(/,\11.1'00,' 14/cl

TOTM CONTtd~ERS
STANDARD FORM 1449 :RLV 3.'20111 BACK

EO-F SA-09- 0-0014/0014
- - -
SCHEDULE Continued
-
ITEM NO. SUPPLIES /SERVICES QUM/TITY UNIT UNIT PRICE $ AMOUNT $
------j-- --- --
Contracting Officer: Sao Kan g, 202-377-3798,

soo.kang@ed.gov '
'
Primary Contracting Officer Representative: Tammy ''
Connelly, 202 377.3298, tam my.connelly@ed.gov
Alternate Contracting Officer Representative( s ):

Lynn Smith, 202-377-3577.1 ynn.smith@ed.gov
Patrice Washington, (202) 3 77-3845,
Patrice .Wash1ngton@ed.go
'
Primary Technical Point of C ontact: None

None
i
!
Period of Performance: 01 /0 1/2015 - 12/31/2015
approximately March 31, 20 15.
Accounting and Appropriatio n Data:

4253XNOYR.B.2015.ENB00 000.A16.2521A.LLX.000.
0000.000000
S6,803,979.00
I
I
'
'I
;
'
'
'
PAGE 3 OF 3 EO-l'SA-09-D-0014/0014
1 Contract ID Code Pa eofPa es

2
2 AMENDMENT MODIFICATION NO 3 EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO 5. PROJECT NO. (If applicable)
0001 JUN 03, 2015 EDOFSA-15-000566

6 ISSUED BY CODE FSA FS2 7 ADMINISTERED BY (If other than item 6) CODE
Un,teo States Department of Educat,on
Federal Student A1diM•ss,on Support Group See Block 6
I Washington DC 20202
i Kathanne Hill 202-377-4215 katharine h1ll@ed gov
'
8. NAME AND ADDRESS OF CONTRACTOR (NO, Street, Country, Stale and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
-
Cage Code. 41UK7

ED-FSA-C9-D-0014.-0:ll
4
X
CODE 00030774 I FACILITY CODE JAN 01, 2015 I

D Tile above numbered solic1talion is amended as set for\11m item 14 Tt1e hour and dale specified for rece,pt of offers D 1sextended. Dis not extended.
Offers must acknowledge receipt of this amendment pnor to lhe hour and date specified in the solicitation or as amended, by one of tho following methods
(a} By completing Iterns 8 and 15, and roturnmg ___ copies of amendment, (b) By acknowledging receipt of this amendment on each copy of the offer submitted.
or (c) By separate letter or telegram which includes a reference to the sol1c1talion and amendment numbers. FAl LURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of l!11samendment your desire lo cl,ange an offer already submitted. such change may be made by telegram or lelter. provided each
tele ram or letler makes reference to the sol1c1tat1onand this amendment. and Is received nor to the o ernn hour and dale s ecified.
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount· $500,000.00
! See Schedule Modification Obligated Amount S500.000 00
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: {Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE I
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes In paying '
office appropriation date. etC) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b)

X Funding Only
E IMPORTANT Contractor IX Is not, I is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENTIMODIFICA TION (Organized by UCF section headings, 1nclud1r1gsolic1tat1on/contracl subject matter where feasible)
The purpose of this modification Is to provide funding for Loan Consol1dat1on Services, through approximately July 31, 2015. The total contract
I value Is increased by S500,000 00 from S6,803,979.00 to S7,303,979.00.
All other terms and cond1t1ons remain unchanged
Fxcep1 ~, pro,•,ded l1ere1n nll terms and conci1t1onscl li'c aoc"mcnl reference<!"' ,1ern 91\ or 10,\,'"' hPre<alar~ changed, rem~1r1sur1c'1ar1gedand"' lull force and cffccl
15A NAME AND TITLE OF SIGNER (Type or prInI) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
1 Karen Gibson
: 202-377-4381 karen gibson@eO.gov
DATE SIGNED 168 UNITED STATES OF AMERICA
,_._B_C_O_•_·_·_•_c_,:o:•:~:F:F_,_•_o_•_~------1
,~ (b)(6)
JUN 03, 2015
I (Signature of person authorized to sign) \ 1 naureo onracm 1cer)

'-SN 75 l0-0 l-1 :'i~-807() ST.\:\ll.\lW FOR\! JO. (Jl,,\'. 10-83)
i'1c·,·1"th ]'dition unu.,.,hlc l'r~,-.~rihcd h~ c;S/\ ! :\R (-18 lTR) 53.]·IJ
SCHEDULE Continued
SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT $
Contracting Olf1cer: Karen Gibson. 202-377-4381,

karen.gibson@ed.gov



None
(New Line Item)

approximately July 31, 2015.

4253XNOYR.B.2015.ENB00000.A 16.2521/1..LLX.000.
0000 000000
S500,000.00
'
---------- '
... _____L_

P/\GE AMERICAN
2 ED-FSA-09-D-0014/0014/0001

11.Contract ID Code I Paaeof Paaes
I 1 I 2
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVEDATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable)
0002 JUL 13, 2015 EDOFSA-15-000719
United States Department of Educat<on
830 First St NE. Suite 91F3
Washington DC 20202
Katharine Hill 202-377-4215 katharine.hill@ed gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENTOF SOLICITATIONNO.
(x}
f--
Cage Code: 41UK7
HARRISBURG PA 171021444 96. DATED (SEE tTEM 11)
1QA. MODIFICATION OF CONTRACT/ORDER NO.

ED-FSA-09-0-0014/0014
X
106. DATED {SEE lTEM 13)
not extended.
(a} By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
teleoram or letter makes reference to the solicitation and this amendment. and is received crier to the ooenino hour and date soecified.
See Schedule

X Funding Only
The purpose of this modificaiton is to provide funding for Loan Consolidation Services, through approximately July 31, 2015. The total contract
value is increased by $208,500.00 from $7,303,979.00 to $7,512,479.00
Except as provided herein. all lenns and condIUons of the document referenced in item 9A or 10A, as herelofore changed, remains unchange<I and in full force and effect.
Karen Gibson
158 CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6)
JUL 13, 2015
(Signature of person authorized to sign} rZianature of Contrac\ina Officer\

NSN 7540-01-152-8070 STANDARD FOR~l 30. (Rev. 10-83)
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE$ AMOUNT$

karen.gibson@ed.gov



None
(New Line Item)

approximately July 31, 2015.

4253XNOYR. 8 .2015 .EN800000.A 16.2521A.LLX.000.
0000.000000
$208,500.00

PAGEAND AMERICAN
2 ED-FSA-09-D-0014/0014/0002
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 1 ·cootrncit□ c,,, I Paae of Paaes

I 1 I 2
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable}
0003 AUG 10, 2015 EDOFSA-15-000973
830 First St NE- Suite 91F3
Washington DC 20202
Katharine Hill 202-377-4215 katherine.hill@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street. Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
-
Cage Code: 41UK7

ED-FSA-09-0-0014/0014
X
not extended.
(a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telenram or letter makes reference to the solicitation and this amendment, and is received nrior to the oneninn hour and date snecified.
office. appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

X Funding Only
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitaliontcontract subject matter where feasible)
The purpose of this modification is to provide funding for Loan Consolidation Services, through approximately September 30, 2015. The total
contract value is increased by $1,500,000.00 from $7,512,479.00 to $9,012,479.00.
Except as provided herein, all lerrns and conditions of the document referenced in ilem 9A or 10A, as he1etofore changed, 1emains unchang!ffi and in full force and effect.
Karen Gibson
(b)(6)
AUG 10, 2015

I nature of ntractinn Officer\
NSN 7540-01- I 52-8070 ...
SI ANDARD l•ORM' 30. (Rev. 10-83)
Pn:vious Edition unusable Prescribed by GSA FAR (48 CFR) 53.243
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES Ql/A"ITITY l/NIT l/NIT PRICE $ AMOl/NT $

karen.gibson@ed.gov



None
(New Line Item)

0031 Provide Loan Consolidation Services through 1.00 SE 1,500,000.00 1,500,000.00

4253XNOYR .B .2015 .ENB00000.A 16.2521 A.LLX.000.
0000.000000
$1,500,000.00

PAGE AMERICAN
2 ED-FSA-09-D-00141001410003
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11.Contract ID Code I Paoe of Pa□ es
I 1 I 2
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15. PROJECT NO. (if applicable)
0004 SEP 10, 2015 EDOFSA-15-001111

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (lf other than item 6) CODE
United States Department oJ Educabon
Washington DC 20202
(x)
I-
Cage Code: 41UK7

ED-FSA-09-0-00
14/0014
X
D The above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of offers is extended. Dis D
not extended.
(a) By completing items 8 and 15. and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT tN REJECTION OF
tel en ram or letter makes reference to the solicitation and this amendment. and is received nrior to the oneninn hour and date snecifted.

X Funding Only
The purpose of this modification is to provide funding for Loan Consolidation Services, through approximately September 30, 2015. The total
Except as provided herein, all terms and conditions of the document referenced in ,tern 9A or 10A, as heretofore ctrnngcd. remains unctianged and in full force and effect.
Karen Gibson
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED, 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6)
SEP 10, 2015

"'tSi,(nature of ~ontractinn Officer
NSN 7540-01-152-8070 STANDARD FORi\130. (Rev. 10-83)
SCHEDULE Continued

karen.gibson@ed.gov



None
(New Line Item)

0032 Provide Loan Consolidation Seivices, through 1.00 SE 1,000,000.00 1,000,000.00

4253XNOYR. B.2015 .ENB00000.A 16.2521 A.LLX.000.
0000.000000
$1,000,000.00

PAGE AMERICAN
2 ED-FSA-09-D-0014/0014/0004
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I ,.c,o1rnct1oc,,, I

Pane of Panes
1 I 2
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. {if applicable)
0005 NOV 12, 2015 EDOFSA·16-000031
830 First St NE - Surte 91F3
Washington DC 20202
Michelle Galvez 202 377 4395 michelle.galvez@ed.gov
8. NAME ANO ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOUC!TATION NO.
(x)
~


EO.FSA-09-D-0014/0014
X

D The above numbered solicitatlon is amended as set forth in item 14. The hour and date specified for receipt of offers D is extended. Dis not extended.
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVv'LEDGMENT TO BE
12. ACCOUNTING AND APPROPRIATION DATA (II required) Modification Amount $7,000,000.00
See Schedule
CONTRACT ORDER NO. IN ITEM 1QA.
office. appropriation dale. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

X Funding Only
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitationtcontract subject matter where feasible)
The purpose of this modification is to provide additional funding for Loan Consolidation Services, through approximately December 31, 2015. The
total contract value is increased by $7,000,000.00 from $10,012,479.00 to $17,012,479.00.
Except as prnv,ded herein. all lerms and conditions or lhe document referenced in i1em 9A or 10A. as heretofore changed. remains unchanged and In full force and effect
1SA. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED, 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
NOV 12, 2015
(Signature of person authorized to sign) (Sicl'lature orcontrac\ina Officer)

Previous Edition unusable Prescribed by GSA PAR (48 CFR) 53.243
SCHEDULE Continued
ITEM NO, SUPPLIES/SERVICES QUANTITY UNIT UNITPRICE $ AMOUNT $

karen.gibson@ed.gov



None
(New Line Item)


4253XN OYR.B .2016. ENB00000 .A16.2521 A. LLX.000.
0000.000000
$7,000,000.00
Period of Performance: 01/01/2015 to 12/31/2015

PAGEAND AMERICAN
2 ED-FSA-09-D-001410014/0005
l.LONTAA. D<.OU! PAGE u> PAGES

.I..A,,,•• ,~,.,.NI/.,,~. I, I""'"' N ,.~. 3.•• , •• ,.v.uAll
' .NO. I5.PHUJt<. N '
[II oppl,Cl;,le, '
ED-FSA-09-D-0014/0014P00001 01/25/2016
6. ISSUEDBY CODE PSA-FS2 7.AOMINISTEREDBY /If orher than Item 6) CODE
FSA-FS2
Federal Student Aid/Mission Support Group, 830 First St
NS Suite 91F3
Washington,
"· 20202,
"'
8.NAMtANU A Nl~A.,~,, /No. meet. counry, : rare ony dP • .,..e) i ,x: ,,,, M
"
' '"
HIGHER EDUCATION ASSISTANCE AGENCY, PENN(00030774), 1200 NclRTH 7TH
us
,_
~
STREET, RECEIPTS OPERATIONS 5TH FLOOR, HARRISBURG,

"· 171021444,
I9B.DAlt0 (Sff/TEM JI)
JOA.MO lfl A ION UI

ED·FSA-09-D-0014/0014 "
~ 10B.CATED (SEEITEM/3)
01/07/2015
CODE 00030774 IFACILITYCODE

"·
0 The above numbered solicitationi, amended as set lonh in Item 74. The hour and date specified for receipt of Offer, 0 isextended. 0 lsnotextended.
Offe,s must acknowledge receipt of this amendment prior 10the hour and date s...,clfied in the solicitation or as amended, by one of the following methods:
(a)Bycompleting Item, 8 and I S,and returning copies of the amendment; [b) By acknowledging re-ceip1of thls amendment on each copy of the offer submitted;
or (c) By separate letter or telegram whkh ind<Jdesa reference to 1he 1olicirntion and amendment numbers. FAILUREOF YOURACKNOWLEDGMENT TO BERECEIVEDATTHEPLACE
OESIGNATIDFORTHE RECEIPTOF OFFEASPRIORTO THE HOURAND DATESPECIFIED MAY RESULTIN REJECTION OF YOUROff"ER. If by virtue of this amendment your desire to change an offer
alreadv submitted. such,cha.nqemay be made,bv tclcqraIT\ o.rletter, Ofovided each telegram or letter make, reference to the solicitation and this
amendment, and is rcce.veo proortd the openIn!J hou1 and date spe<'i ,eo.
ll.A((OUNTING AND APPRDPIRATION

DATA (lireqwred}
See Schedule
13, THIS ITEM ONLY APPLIESTO MODIFICATION OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDERNO. AS DESCRIBEDIN ITEM 14.
CHECKONE A. I HISCHANGEORDER15ISSUtD PURSUANTTO. / PW!), OU! omy) THECHAN~£5 SETFOR HIN I 14Al MADEN HE<..ONfoA<..0
NO.INITEMlOA.
□ B. THEABOVENUMBEREDCONTRACT/ORDER ISMODIFIEDTO REFLECTIBE ADMINISTRATIVE

CHANGES (such as changes in paying office,
□ opp,opnmrondme, ere. ) SETFORIB IN ITEM 14, PURSUANTTO THEAUTHORITYOf FAR43.103(b),

t1b5U ·A" •v c
FAR S2.212-4(c)(1) Contract Terms and Conditions- Commercial Items (MAR 2009)-TAILORED
D. uTHtR (5pec,ryrypeolmooi,,o,.onanooutnoriry)
□
E. IMPORTANT: Contractor D i5not, (21is required to sign this document and return -----'''----- copies to the issuing office.
14. DESCRIPTION
Of AMENIJMtNI/Mobifl(ATION ( Orgon,zed by UCF,eaion headings.including 10/icirotion/conuo,r ,ub1e<1mmrerwherefiia,ib/eJ
MODIFICATION CONTROL NUMBER: ED-FSA- 09-D· 0014 /OOHPOOOOl
SUMMARY OF CHANGES. See continuation sheet.
hcept as provided herein, all terms and condition, of the documen! reference<!in Item 9A or 1OA,a, heretofore changed, remain, unchanged and in full force and effec1
Gibson, Karen
Contracting Offic~
15C.DATESI D 16C.DATESIGNED
(b)(6)
,gnmuf!'o pe ,, I J/.if/.o
NSN 7540-01-152-8070 STANDARD FORM 30 (REV.\0·831
Previous edl1lon unusable Prescribed by GSA FAR(48 URI 53.243
ED-FSA-09-0-0014/0014POOOO
1
Page 2 of 2
Summary of Changes
The purpose of this modification is to deobligate excess funds from Contract ED-FSA-09-D-0014, Task Order 0014, Line Item 0033.
Accounting and Appropriation Data Changes

lltem Number0033 I-$4,438,201 .10
Section B - Supplies or Services and Prices/Costs

Line Item Details:
The following changes are made to line item: 0033
Funded amount is decreased by $4,438.207 .10 from $7,000,000.00 to $2,561,792.90.
I cor,rnACT ID CODE PAGE o; PAGES

' I '
' ' 'oa/c,1;201,:;
'
,
' " .,, 111app,co,,1
E: - Fsr,- [,9 -D-OOH ''.•JHPJ·J J(,2
""
I'
b.<SSUEDBY CODE r:;A >"Sl 7. AOMtNISlEfiEO BY 11 0111ull,onn,m¢/ coo, I rs~ ~C"\l
FC>A-FS2 FSl,-/,CQ
"",,, " "

r~u~r,,1 Student Aid,Mi~c<Ln '."Upp,crt GL.up, BJ'.J p;_!'.Gt SC . Acqui3itlOr.3, f'i rs t . Su ice 9lF3
NE . Suit<'
W<S~hingt~n,
9lF]
oc. 202W2. UC
'"
Waohingt,cn,
"'·
20202,
,,
~ r<Ar.,t A
H:GHSR
S-:'RE!!T, RECEIPTS
'
'°"
EDUCATION AS;IST,'WCE
JPERATlONS
rNo. Wttf. (OUllly,:lrm,cMJ;J
AGENCY, FEt:11100030774 ·. 12 vu !l~•RTH 7TH
''" FLGCR. Hll.RRlSBIJRG, 17l:1214H,

"· us
=- A.AMCNUM
9B.DA""
,m
1>< /,cm 1!J

ILIA I
IOA.
' ' " ' '
-~ ED-FSA-09-0-0014/0014
IOD.OA,cu f.o,:;c: ur;;M lJ)
01/07/201.:,
CODE 00QJ0774 [FACl~ITYCOOE
"· ,u
D The above numbered w11,;1a,,onh amended a, ,01 fonh In Item 14 n,ehour and dote ,pcclfiod re, 1Neiptof ctr,., D i<e<tonded. 0 11not ,,,ended.
Offca m~u acknowledge receipt of th s omondmenl p1l0r10 the hout and da1e 1pec1focdIn the ,ol dl•tlOt> o, •• amended, by one of lhe following moth<>d,:
(a:By ccmp crng Item, B•nd 1S.and rotumlng ccple, or the amendment. lb) Byacknowledging receipt o( 1h;1•mendment on each copy of 1hc offer ,ubmlne<I;
o, (<) By leparate lettc, or tolcgr,m '"'hlch lncltJdcl a rcfcrcnrn 10 the sol.cllaUonand amendment numt>eo. FAILURE OF YOURACKNOWLEDGMENT TOSE RECEIVED ATTliEPLACE
DESIGNATEDFORTHERECEIPT DF OFFERSPRORTOTHEHOU~ANDDATESPECIFIED 1.11',
YRESULT INAEJECTION OFYOUROFFER.I!by virtue ol thi<omondmon! you<dc,lre to change an offer
al,eady ,ubmltted. 1uch ch;inqc m:iv be m•de by 1oloqrom c, lcnor. 1m,vided ea,h telegram or letter m~k•• ,cro,cnco to 1ho ,oli<ltallon ond thi,
amendment. and ii remvod pr.orIO tl1c openlng hou7 ~n<I dale ,;,,,t,lie<I.
I 2. ACCOUNTING
AND APPflOMlA
!ION DATA
13. THIS ITEMONLYAPPLIESTO MODIFICATIONOF CONTRACTS/ORDERS.

IT MODIFIESTHE CONTRACT/ORDERNO. AS DESCRIBEDIN ITEM14.
CHECK ONE A, THI,,._, A no 15p,cr(youtiloMy) ,nc c.nANut~ ,: 1 ,u~,,, IN ITEM14 ARE~,"ut 1r, me c.0
NO :N lllM 10A.
□ B. meABOVENUMBERWCOt.'TRACTIO~DER
IS MODIFU:o
TORHLECTTHEAD~~N:ST!1ATIVE
CHANGES
□" app,oprio/JOndait,m
'"'
) SETFORTHINITEM1~.PUR5UANTTOTI-lE
AUTHORITY
OF FAR4l lOl(b;•
IX] FAR Subpart 4.8.-H l Closeout by the Jffice Admin,atering the Ccn~rac::t.
E, IMPORTANT: Contractor D is not, [81is required to sign this document and return copies to the i5Sulng office.
14. ubCFl1~fidrid AMWDMENr, M061/ ICAI ION(
!,'.QOIFICATIONCQNTROLNUMB=R ED-E'SA-J9 D-Otll~/0014P: •:'.'2
SU.W,IARYOF CHANGES S,,e cent ,m,ation ,;f.eet
hCO[ll d< pru,lded herein Ol 1e,m, aed rnndl1ipn1 of1he docum<nt refercn(ed;n hem 9A or IOA a, hef<"\ufn,~<hanged ,.,maln1tJ~ChJnged and ,n full 'orceard effect
\O,.,N><r.,c~r.w "'TI\·" >IIJl'tH Uyp,otp,mr, l6A NAM~ Mill II ! yp,o,p,,,,,1
'
Ixlnd C we~Jk'.. Glb~on. K.i.rcn
& . V1u· -ilrc;,de(\\-_ff'clnuv,."-<'rv,c.,rc1 Ccn~?:"ac~ing QffL,;,,f
ISL
" b)(6)
M
" (b)(6)
I '"
- 8/q /ac1w , ;s,gnaru,eor Com,ocimg 01/,c,r/ ti l///&
NON 1540.{I\ l)Z·3070 STANDARD FORM 30 i~tv 10-s1,
P,~,-;ou, e<1.1;cn
.,,~,able Prc«rlbod by GSAF/IR (43CFRJ SJ 14J
ED-FSA-09-D-001410014P00002
Page 2 of 2
Summary of Changes
The purpose of this modification is to closeout Contract Number ED-FSA-09-0-0014, Task Order 0014. All invoices have been received and paid and
$0.00 funds remain.
File Attachments:
Title Description File Name Entity Reference
GCS-
GCS-001 and Contractor's Release Form and
001_002_09D0014_001 Header
002 Assignment of Refunds Form
4_SIGNED.pdf

Washin ton, DC 20202
CONTRACTOR'S
ASSIGNMENT
OF REFUNDS,REBATES,CREDITSANDOTHERAMOUNTS
Pursuant to the terms of Contract No. ED-FSA-09-D-0014/0014 and in consideration of the reimbursement of
costs and payment of fee [if any), as provided for in the said contract and any assignment thereunder,
Penns lvania Higher Education Assistance Agency (Hereinafter called the Contractor does hereby:
1) Assign, transfer, set over and release to the United States of America, Department of Education
(hereinafter ca/fed the Government) all refunds, rebates, credits and other amounts (including any
interest thereon) arising out of the performance of the said contract together with all the rights of
action accrued or which may hereafter accrue from these transactions.
2) Agree to take whatever action may be necessary to effect prompt collection of all refunds, rebates,
credits and other amounts [including any interest thereon) due or which may become due, and to
promptly forward to the Contracting Officer amounts (made payable to the U.S. Department of
Education) for any proceeds so collected. The reasonable costs of any such action to effect collection
shall constitute allowable costs when approved by the Contracting Officer as stated in the said
contract and may be applied to reduce any amounts otherwise payable to the Government under the
3) Agree to cooperate fully with the Government as to any claim or suit in connection with refunds,
rebates, credits and other amounts due (including any interest thereon); to execute any protest,
pleading, application, power of attorney, or other papers pertaining to these items; and to permit the
Government to represent him at any hearing, trial, or other proceeding arising out of such claim or
suit
11
In witness whereof, this assignment has been executed this/~ /'t
day of ::J14 , yeard!Z!.J
b)(6)
By, ---[_______ J---------
CERTIFICATION
I, Lauren Swett certify that I am the Federal Contract Manager
(Official Title)
_________ of the Pennsylvania H,gher Education Assistance Agency

(Organization)
named as Contractor In the foregoingassignment; that Daniel C Weigle who
signed said assignment on behalf of the Contractor was then Sr Vice President . that said assignment
(Official Title)
legally vested powers,
r
Its
SEAL
0
EDFORMGCS-002,6/87
U.S.DepartmentofEducation
Washington, DC 20202
CONTRACTOR'S RELEASE
Pursuant to the terms of Contract No: EP·FSA·09·P·0014/0014 and in consideration or the sum or twelve million,
five hundred seventy-four thousand, two hundred seventy-one dollars and ninety cents ($12,574,271.90), which
has been or is to be paid under the said contract to Pennsylvania 11igher Education Assistance Agency (hereafter
called the Contractor), the Contractor, upon payment of the said sum by the United States of America, Deparnnent
of Education, Office of Federal Student Aid (llereinafter caffed the Government}, does remise, release, and discharge
the Government, its officers, agents, and em loyees from all liabilities obligations and claims arising out of or
under the said contract, except:
1) Specified claims stated in exact amounts, or in estimated amounts when the exact amounts are not known:
2) Claims (including reasonable incidental expenses) based upon the liabilities of the contractor to third
parties arising out of the performance of the said contract, which arc not known to the Contractor on the
date of the execution of this release and of which the Contractor gives notice in writing to the Contracting
Officer within the period specified in the said contract.
3) Claims for reimbursement of costs, including reasonable incidental expenses, incurred by the Contractor
under the patent clauses of the said contract, but excluding any expenses arising from the Contractor's
indemnification of the Government against patent liability.
The Contractor agrees, in connection with patent matters and with claims which are not released as set forth above,
that he will comply with all of the provisions relating to notification to the Contracting Officer and relating to the
derense or prosecution of litigation. The Contractor further agrees, pursuant to the audit and accounting provisions
of the contract that the amount of any sustained audit exceptions resulting from any subsequent audit by the
Government will be refunded t □ the Federal Government. The refund, if any, will be made within thirty (30} days
after the exception has been sustained.
In witness whereof, this release has been executed this@ /l day of ~o/ ,year ,3 J 14
;j(b)(6)
By,______£1L.
________ _J-----
CERTIFICATION
l,__cl0 a0o0,e
0 ac.=Scwcecttc.._
_______ certify that I am the Federal Contract Manager
(Official Title)
_________ of the Pennsylvania Higher Education Assistance Agency

(Organization)
named as Contractor in the foregoing assignment; that ..Q.a!'l!el..£

Weigle_ who
signed said release on behalf of the Contractor was then Sr VicePresident : that said release
(Official Title)
its legally vcstt:d powers.
SEAL
(_\@'joture) 0
ED FORMGCS-001,6/87
l. REQUISITION NIJMRER PAGt 1" 3

2. CONTRACT NO 3. AWARD/EFF£CTIVE 4. ORDERNUM~ER 5. SOLICITATION NUl.",B!'H 6 SOLICITATION ISSUL
DATi: DATE
ED-FSA-09-0-0014 0015
JAN 01, 2015
a. NAME b TELEPHONENUMBER {Ncrnl!cn 8 OFFERDUE DATE/
►
7. FORSOLICITATION Amber Jones calls) LOCAL TIME
Amber Jones@ed gov
9. ISSUEDBY
CODE I FSA-FS2 10 THIS ACQUISITION IS D UNRESTRICTED OR D SET ASIDE: % FOR:
Ur.1tad States Depart,r,ent orEducat.on D SMALL BUSINESS D WOMEN-OWNED SMALL
Federal Student A1d/M,ss1on Sur,port Group BUSINESS (WOSB)
Washington DC 20202
D HUBZONE SMALL
BUSINESS D wo~•EN-OWNED
ECONO\'lCALL y DISADVANTAGED
NAICS:
SMALL BUSINESS
D SERVICE-DISABLED
VETERAN-0 1NNEO
(EDWOSB) SIZE STANDARD:
DlLIV[RY fOR !-OB DESTINA- l ), DISCOUNT TERMS
" TION UNLfSS BLOCK IS
O Days D 13a THIS CONTRACT IS A
RATED ORDERUNDER
13b RATING
MA~K[l)
DPAS 11'>CFR 700)
0% I" METKOD Of SOLICITATION
D S[E SCHEDULE Net 30

D Rm D '" D RFP
15 OLLIVERTO FSA-FS2 16 ADMINISTERED BY
Uri ,ed Stales Cepa~me.o• of ~duca11on
CODE CODE IFSA-FS2
Federal StuCent AId,f/ ss an Suppon Groep
United States Department orEducation
830 Ficst St ~E - Suite 91F3 Federal Student A1d/.'1,1ss1onSupport Group
'.Vas111rglMOC 202~2 B30 Forst St NE - Suite 91F3
Washington DC 20202
17J CONTR/\CTOR 1
CODE lo0030774 I FACILITY l 8,1.PAYMENT WILi. BE M,\DE BY
CODE I FSA-BUD
OFFEROR. CODE
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA Budget Group/Invoice Adm1n
1200 NORTH 7TH STREET US Departrn~nt of Educat1onlFSAICF0/8GIFSAA
FINANCIAL MANAGEMENT 5TH FLOOR 630 First Street. NE, Su,te 5481
HARRISBURG PA 17102H44 Wash,~gton DC 20202-0001
CAGE 41UK7
231693362
""
TELEPHONENO
DUNS 007368103
D 17b. CHECKIF REW.ITTANCEIS DH ERENTAND PUT '>UCII ADDRESSIN SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS
OFFER '"" BELOW IS CHECKED
D
SEEADDENDUM
BLOCK
n n
"
ITEM NO '°
SCHEDULEor SUPPLIES/SERVICES "
AMOUNT
/U!e Reve1>ecmo'ior A !(Gel, Add,1,ano/ Sheu, a, /,'ec,'SJGff)

h ,\CCOUIJTING AND /\PPHOPR:MION DATA 26. TOTAL AWARD fl MOUNT /(or GoV/. Use Dnlt!
i j Jla 18L,CT,\J,O\IN~0K'["MESB\'<[. CRUXO f,\H >l )ll-1, ,) ll/-1 f,\R 5/ lll-l MW 5l l I l-1 i,,<c,\TII-CHED ,\DDEND,\ I I ,\RE I .I MC NOi ,\TTt,CHED
D J"•' wr,;p/,CT,'URCHAI' ~RDER I',,,·oR>O~\Tl\
""
WI l[flHlWC CARI) '12 \ ,,,, 52 ll'' ,, IS,\TT \CHEJ A"J'~C,\
" " "
'
D }8. CONTR/,CTOR IS REQUIREDTO SIGN TIIISDOCUMENT AND RHURN
COPIFSTO ISSUINGOFI ICC. CONTR/\CTOR AGREESTO FURNISHAND
--- D 29. AWARD OF CONTHACT: REF. OFFER
DATED YOUR OFFER ON SOLICITATION

DtllV[R ALL ITEMS SET FORTH OR OTHERWISEIDENTlflED ABOVE /,ND ON ANY !BLOCK 51.INClUD:NG ANY ADDITIONS OR CHANGESWlllCH ARE
/,DOITIONAL SHHTS SUBJECTTO THE TERMS AND CONDITIONS SPfCIFIED SET FORTH HEREIN.IS ACCEPTEDAS TO ITEMS
30a. SIGNATURE0t OfftROR/CONTHACTOR JI a. UNITED STATf:'> 0t AMtRICA (5,'G,'IAWR[ OF CON rRACTINGOF/-ICLR;
b)(6)
30b NAME AND TITLE OF s:e,Nrn ll)P<O•µm,U 10c. DATE SIC.NW ,Typcorpr,n/,' 3lc.OATESIGNED
' '
Karen Gibson 202-377-4381 "
karen.g1bson@ed.gov DEC 30, 2014
AUTl10RILLD fOR LOCAL REPRODUCTION STANDARD FORM 1449 !REV 3-'201 IJ

PR[VIOIJS lDITIDN IS NOT USABLE Presrnbed by GSA - FAR M6 CFRI 53 2 I 2
m n n K
"
ITU/, NO SCHEDU'F OF SUPPLIES,
SERVICES "
QUANTITY UNIT UNITPRICE AMOUNT
IN COLU,\ N, ' I H/,S BFEN

32a. UUANTIT
' '
□ RtCEIVElJ □ INSPECTED □ ACCEPTED,
AND CONrQRMSTO THE'CONTRACT,EXCEPTAS NOTED
32b. SIGNATURE OF AUTHOl11zrn GOVtRNMtNT 32c. DATE 32d. PRINHO NAMEANDTITLEOF AUTHORIZEDGOVERNMENT
REPRESENTATIVE REPR[S£NTATIVE
32e -~'.AILINGADDRESSOF J\UTKORIZED GOVf:RNMLNT RLPRLSi.NTATIVE 321. TELPHONE NUMBER OF AUH-IOR7ED GOVERNMENT REPRESENTATIVic
32g. l-MAIL OF AUTIIORIZED GO'/L~NMENT REPRESCNTA•IVL
J] SIW NUMDLR 3,; VOUCHER :-.UMBfil ;J5 ,\MOUNTVEHl'ltD 36 PAY,V,CNT 37 CHECKNUM8ER

CORRECTFOR
□
□ □
CO~',PltTL PARTIAL I INAL
jPARIIAL I lflNAL
JO, S;HACCOum NO 39 S/R VOUCH LR NUMBER 40 PAlD BY
41 a I crnr1FYTHIS /,(COUNT IS COKRLCT AND PROPER FOR PAYMENT 42,, RECEIVEDBY (Prim/
41 lJ SIGN/<TUREAND TITLF.OF CERTIFYING OJ ;.1c.LH 41c DATE
42n RECEIVED AT /lO(@cnj
r2c DA Tc H[C'D '.YYiMM/00!
1
,.2d. TOTAL lONTMJtRS
STANDARD FORM 1449 :REV 3/2011) BACK

ED-FSA-09-D-0014/0015
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY I UNIT UNIT PRICE $ AMOUNT $

karen.gIbson@ed gov


Pa trice. Washington@ed.gov

None
Period of Performance: 01/01/2015 -12/3112015

0001 Provide Title IV Aid Servicing for TEACH Services such 1.00' SE 250,000.00 250,000.00
as Grant monitoring, through approximately March 31,
2015.

0202M2015.A.2015.ENB00000.6N5.2521 A.ACB.000.
0000.000000
$250.000.00

AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
3 OF 3 ED-FSA-09-D-001,1/0015
1 Contract ID Cod,:,
3 ffFEC rl\lE 0"-.1 [ 'i PROJ['CT NO ;1f appl,cahlc,
IJM~ 1t3 ;1 01'.) j___ EDOFSA-1 '.:--000313

CODE Fsr,.fS7 . .::.11r,t1NISIH<l:l} liY ,11otlli·: lh,rn lll'r11 G,, COOF
I..,rll'•-•.! '_,.d!c·S L ·-·f•J,t' I'll ,I l '_ •Jc -,·1.'I'
, ,•h-r" ',1,,.1,.,,, '" , \I,•, ,.,, •,,.,,I ,,., l, "''I' '.:ie<=13tock 6
,, ,,11 ,r ,t' ! t,:· ,;,_.,, ,,,,
,.1,,,,,,,,,
',1,,~-,""''
105 D,\CF.O i$1:f ITCC.I,\13>

--- ~--- -- - ·-·---~ ------------------,
f ,\CILITY CODE JAN 01 201:,
11 THJS
---- ----
ITEM ONLY APPLIES TO AMENDMENTS
-------------------
OF SOLICITATIONS
--- ----
□ T•1c anovc nun·,bcred sol1uta11on 1'.,amended a•.;set for111In ,tern 14 fhc hour ann date spcc1f1cd !or rccc1r,t nf offer~
01fc:rs n<ust J~knowleegc rcccrnpt of this arn,cm!rnent prior lo !he t1our ,~nd da1C spcc:fled 111the sol1c1tat,on or as .:,n,cr>dccl, by one of the fnllow,ng rnetlrno~
;.,;, !3y co1nph:,11n~1Jur1s B ,i11d 1 j .md rcturr,mg ___ cop1c~ of ,1mcndrncnt, (l1J f;y ackno,·M•dgmg rcc,:1pl of 1111';J111cndrncn\ on cacll copy ot \lw ot1e1 s,,1,n,,:1,'l!
or \CJ B; supi11,il;, letter r.r :<'IC'gr.,r, wlHdl 1nclL,Jcs a rd,Ycncc lo the sol1c,t.:,twr- :rnd amendment numbc1s F,~ILURE OF YOUR ACKrJOl/'/LEDGMENT [0 l:lt:
RE::-.F.:\IEC, ,\T THE P~I-.Cl: OC'.S Gri1\H:O FCJI< Ti-'.E: RECEIPT or~ OFFERS i--'PIOR TO THE: HOUP ,'.ND Uf,lt: SPECIFIED riAY RESULT iN RFJfCTION '.)F
tOlJfC: -::,-, r·F 11~1· ,·,m.-:• .,r Jtw; -1"l(">Clt11c•nt\OW <cc,11c IO ct,,m,I" _anorfe, .111ec1dy~LL,n,tlc' lu tile vpcrHng nour <1nd (ialc opcc;,f,cd
,, .-.,:(>Jtl"<;: ·,,,1,,1,1,,,,,.li'!Sl:,11,1~1 1,\Jc,11·,,q,wcrl, Mu<11f,c-1t1cnArnrnmt $J'1/ti/l·,o
1 :1 THIS ITF.M ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS IT MOOIFJF.S THF. CONTRACT/ORDER NO AS DESCRIBED IN ITEM 14
1H!:O
CH"-NbE ORDER ;::, ISSIJEC i-'URSUii/f"i?j c"i="1AN-GES
1Sr;C',-1ty,Jl.11;()f;iy·1-THE SET-F6RTH
·1N ITFff-i4 A1sf-M;.nF IN THi:
,:.UHR~•-~", ORDlR IK1 IN IT['.I ,o:,
8 ii I[ AEl0';1:. fJL'l,11..\LRL'.J CON I R,\C I iOISDl.:R IC, 1,10Uli-lLU l O RU- Ll:C l ! I ff_ fll)t.\lNl:i l H/, I IVL Ci IMJG[S i~LJc!1 ~s changes 1nP~1•mg
o•f;ce: ,,nproprLJl1011 dJ(C C!Ci St: I ~Ut<TH IN I ri:~, 14. l"'cJkSU(,N I 10 ["Ht: ,\U JH'.)Ri I Y u~ ~(\k 43 103(0',
---; C T l·IIS C,1..,i"PL[M[N r ;,L ,\GREE~,\[NT IS ENTERED INT,:, PURSUANT TO .·\UTHOf"-', T,' ·=•r
C c~1 l:CR 1Specif, typ,;, Q( mo.-J•f•,--Jt,c,n Jnd JU\ht,r,lv,

X 'l-u'l(l111q dlHl Ad1n,11:s1:d11V\c Clld'1(Je~
----------
L ;f,11'(\H\ANI Con\r~,<.tor :X1s no: 1s 1r,f1u,rr,d to s1r:n th,,; do,~..Jmt:nt ;ind rct\.Jm _____ copies to the 1ssu1119 office
I,) _JI ·-U'° ii' i ll)U ,_,1 :,,',H- Ni )f.\C:N 1,1():)lf IC,' i 1()rJ 10r(J;in1z0,i t•, U\_'.1--sr,ct1cn hcact1nqs 1ncl-ia1nq ~01,~1lal1on.'contra(,\ subJt'Cl m31lcr wlicrc fc,as,blc}
i 11~·uL,rf',"'" ,-1 t•·.,,,:11-1d1!1,;c:i1,on1,; to prov1(1,; funrnng for C>1,'lng<:: RefJue<.I 1CR', 7963 Thr, to:;:il corm;,~\ value 1,; inc,edsei..l oy :::34 "TfJ/ ~,O fron1
::::---,r;
c:r::;,1,:1
:n ::..aK.1 ;·,:r, :Jr'
'·I''' 1-,., ,•,•,.,,,, ,,,,,1,.,·<1,1, ,_..,,, <1«"" .,,1,,,.,,,,

•d · I,"' ,., I'" ., .. 1,.. ,.,,,:,
1:_;;, '·J,\),\1- .:.; Ji) 11TI I- Of· :m;rJl--1C [),\If:-. SIGNt:D. 1(iU UNITl:D s:,,·1cs OF .:.MERIC,\
ISJGn~turc o'. ConlcJe1tng Olf1ccr1

-..J.\'\l)\l{l)H)Jl\lJll.11\e, IO-:;JJ
l'r,"rilxJ',, 1;-..\ ! .\a\1 !~<. 11(,'' ~:;
Attachment Page
The following Change Request shall be incorporated into ContrJct Number ED-FSA-09-D-0014, TJsk Order
----
cs Cost Date CR Description
"
2963 $34,787.50 03/13/2015 CR Title: TEACH Grants Incorrectly Converted -
PHASE II
There 1sa population of TEACH Grant rec1p1entswhere

Xerox incorrectly converted their TEACH Grants to loans.
The recipients suspected to have had their TEACH
Grants incorrectly converted to loans should be
contacted and provided the option have their loan
converted back to a grant.
·~·-·--·-
PAGE 2 OF 3 ED-FSA-09-D-0014/0015/0001
SCHEDULE Continued
ITEM NO SUPPLIES/SERVICES QUANTITY UNIT PRICE S AMOUNT S

karen.g1bson@ed.gov


Patrice Wasl1mgton. (202) 377-3845,

None
(New Line Item)

0029 Provide funding for Cl1ange Request (CR} 2963. 1.00 SE 34,787.50 34,787.50
Accounting and Appropr1at1onData:

0202M2015A2015.ENB00000.6N5.2521 A.MJ .000
0000 000000
$34,787 50
PAGE
AND 3 EO-FSA-09-D-00141001510001
1 Contract ID Code , Pa eofPa es

3
2 AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (if applicable}
0002 APR 15, 2015 EDOFSA-15-000480

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other thari item 6) CODE
Un,ted Stales Department o'. Educat<on
Fodoral Studom A,d1M1ss1onSupport Group See Block 6
830 Ftrs\ St NE - Suite 91F3
Washington DC 20202
Kat1Ianne Hill 202-377-4215 katharine h1ll@ed gov
I
'
8 NAME AND ADDRESS OF CONTRACTOR (NO, Street. Country. State a11d'ZIP Code) 9A AMENDMENT OF SOLICITATION NO
{X)
~
'

ED-FS~.c,g
D-0014,e◊IS
X
\\. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solicitation is amended as set forth in item 14. The !1our and date spec1f1edfor receipt of offers D is extended, Dis 1101extended.
Offers must acknowledge receipt of this amendment prior to the hour and date spec,fled 1nthe solicitation or as amended, by one of the following methods:
(a) By complelmg items 8 and 15, and returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram w/1ict1i11cludesa reference to the sol1c1tatmnand amendment numbers. FAl LURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue of this amendment your desire to change a11offer already submitted, such change may be made by telegram or letter, provided each
lele ram or letter makes reference lO the sol1c1tat1onand this amendment. and Is received rior to the o ernn hour a11ddales ecified
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount· $150,000.00
See Schedule Modification Obligated Amount. $150,000.00
----·
A THIS CHANGE ORDER IS ISSUED PURSUANT TO: {Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
Check One
I X
8. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes 111pay111g
D OTHER (Specify type of modiflcat1011and authority)
E IMPORTANT Contractor IX Is not, I Is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solic1tation/contract subject matter where feasible)
The purpose of this modification Is to provide funding for Change Request (CR) 3002 The total contract value is increased by $150,000.00 from
S284 787 50 to $434 787 50
All other terms and condItIons remain the same
Exccpl as provided nere,n, all terms and condIlIons or 11,eaocurner1t referer1ced ,n ,tern 9A or 10A, ,is herelofo1e chnngcd remam ur1cllanged ar1d 111
full force a11deffect
15A NAME AND TITLE OF SIGNER (Type or prml) 16A. NAME AND TITLE OF CONTRACTING OFr-lCER (Type or print)
Sao Kang
202•377-3798 soo kang@ed.gov
~~~~~~~~----~~~~~i
158, CONTRACTOR/OFFEROR ------
1
15C. DATE SIGNED 16&UNITED STATES Q~ A~CTlAI I 16C. DATE SIGNED
l{b){6) . APR 15. 2015
(Signature of person authorized to sign) {S1 nature'"of Contract1n Officer)

:,,;s:-,,;
75--lll-Ul-I52-SIJiO ST.-\ "\D. \RD HHC\l JO. (Re,-. IU-83)
J'r~\ l(llh Edllton llllll,abk l'r~,~rib~d b~ (jS,-\ F,,\I{ i..\8 CFRI 5~ 2-D
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-F5A-09-D-0014, Task Order
0015 funded by line Item 0030.
I CR Cost Date CR Description

'' ,D
3002 $150,000.00 04/15/2015 CRTitle: TEACH Grants Incorrectly Converted -
;
PHASE Ill
There ,s a population of TEACHGrant recipients where

I Xerox incorrectly converted their TEACHGrant5 to loans.
The recipients suspected to have had their TEACH
Grants incorrectly converted to loans should be
contacted and provided the option have their loan
converted back to a grant.
PAGE 2 OF 3 EO-FSA-09-D-001~/001510002
I
I
'
---
ITEM NO. SUPPLIES.'SERVICES
SCHEDULE Continued
QUANTITY j UNIT UNIT PRICE S AMOUNT S

------·--- --,
soo.kang@ed.gov


Patrice_Wash in gton@ed .gov

None
{New Line Item)

0030 Provide funding for Change Request {CR)3002. 1.00 SE 150,000.00 150,000.00

0202M2015.A.2015. ENB00000 .6 N 5.2521 A.ACS. 000.
0000.000000
$150,000.00

PAGE AMERICAN
3 EO-FSA-08-0-0014/0015/0002

11 Co11tractID Code ___E'§_ge
of_~ge§__
1 2
2 AMENDMENT MODIFICATION NO. 13EFFECTIVE DATE 14 REQUISITION/PURCHASE REQ. NO 15PROJECT NO. (1!applicable)
0003 APR 16. 2015 EDOFSA-15-000481
6. ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other thari item 6) CODE
United States Department of Education i
Federal Student A,d/M,ss,on Support Group See Block 6
830 First St NE - Su1to 91F3 '
Wash,ngtcn DC 202G2
Katharine Hill 202-377-4215 ~atharinc.h,ll@;cd gov
i
8 NAME AND ADDRESS OF CONTRACTOR (NO. Street Country. State and ZIP Code} 9A AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS 007368103 (x)
~
1200 NORTH 7TH STREET Cage Code· 41UK7
l"INANCIAL MANAGEMENT 5TH FLOOR
I
ED-FSA-09-0--:01
~•0015
X
D The above nurnbercd solicita11onIs amended as set forth in item 14. The hour and date specified for receipt of offers D is extended, Dis not extended
Offers must acknowledge receipt of this amendment prior to the hour and dale specified in lhe solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15, and returning ___ copies of amendment, (b) By acknowledging receipt of this amendment on each copy of the offer submitted,
or (c) By separate letter or telegram which includes a reference lo the solicitation and amendment numbers. FAl LURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by virtue ofth1s amendment your desire !o change an offer already submitted, such change may be made by telegram or letter. provided each
lele ram or letter makes reference to the solicitation and this amendment, and is received rior to the o enin hour and dates ecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required} Modification Amount S100,000.00
'
office. appropnat,on dale, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43 103(b}.
D OTHER (Specify type of mod1f1cat1onand authority)

X Funding Only
j
E. IMPORTANT Contractor fx IS not, l Is required to sign this document and return copies to the issuing office.
14. Dl:SCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicItationlcontract subject Inatter where feasible)
The purpose of this modification is to provide additional funding for TEACH Grant ServIcIng, through approximately September 30, 2015. The total
contract value Is increased by $100.000 00 from S434,787 50 to S534.787 50.
All other terms and condItIons remain the same
L'°cpt as p,ov,dcd hC'Oir\, 3II,e,,.,sa,d conJ1t1011sel II,e doLumenl referenced rn rtem 9,\ or 1Qf1ns nerctolorc changed, rcma.ns ,mchnngcd and ,n !ull force ilnd effect,
15A NAME AND Till[: OF SIGNER (Type or print) i 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or prmt)
Soo Kang
202•377-3798 soo kang@ed.gov
7 T"R'A"C
~15"B~C"O"N 7
T"O"R'l"O"F"F"E"R"O'R~-------,j~1"5"C~D'A"T"E"S 7 7 7 7 7
15B~U7 N
1GNE"Dct- 7
S TAT"E7S7 O7 F7 A
7 7 7 7
1"T'E"D 7 7 7 7
M=E
R 1CA~-~~1'5'C-D'A'T"ESIGNE1f ____ _
b)(6)
APR 16. 2015
{Signature of person au\hor1zed to sign)
:\'i:-S 75-llJ.lll-I5~-8070 s·1.\.\l)_.\RI)

1 OR\I JO. (Rr\'. 10-83)
l'r~I IU\h hl1tiu11 llllll,ahk l'r~snib~d b\ t,'i.,\ l'.\ll ( !8 lTR l S3.2·13
---
SCHEDULE Continued
ITEM NO. $UPPLIE$/SERVICES QUANTITY UNIT UNIT PRICE $ /I.MOUNT $
Contracting Officer. Soo Kang, 202-377-3798,

soo.kang@ed.gov


Alternate Technical Point of Contact(s)·

None
(New Line Item)

0031 Provide funding for TEACH Grant Servicers. through 1.00 SE 100,000.00 100,000.00

0202M2015.A.2015.ENB00000.6N5.2521A ACB.000.
0000.000000
$100,000.00

PAGE AMERICAN
2 OF~ FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
ED-FSA-09-D-001410015/0003
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' CcclrnctlDCode i _f'ag1e

__ rag;s
o_( __
2. AMENDMENT MODIFICATION NO 13.EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ NO 15 PROJECT NO. {If applicable)
0004 JUN 03, 2015 EOOFSA-15-000565

6 ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other lha11item 6) CODE
Un,ted States Department ar Eaucat,M
Federal Student A1d.'M1ss1onSupport Group See Block 6
i 830 First St NE • Suite 91 F3
Washington DC 20202
Kathanne H,!I 202-377-4215 kalharine h,l!@ed.gov
i I
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street, Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO. .
(x}
-
Cage Code- 41 UK7
FINANCIAL MANAGEMENT 5TH FLOOR '

ED-FS~-09-D,001~.C-JI
5
X
CODE 0003077 4 I FACILITY CODE JAN 01. 2015
'
D Tt1e above numbered sol1c1tationIs amended as set forth m item 14 The hour and date specified for receipt of offers D is extended. Dis not extended. '
Olfers must acknowledge receipt of this amendment prior to the hour and date specified m the sol1cilalion or as amended. by one of the following methods
(a) By completing 1lems 8 and 15. arid returning ___ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted,
or (c) By separate letter or telegram which mcludes a reference to t11esolicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by v1rlue of this amendment your desire to change an ofter already submitted, such change may be made by telegram or letter, provided each
telegram or letter makes reference to the s0lIc1latIon arid this amendment. and Is received pnor to the opening hour and dale specified. '
12 ACCOUNTING AND APPROPRIATION DATA (If required) Modif1cat1on Amount: $100,000 00
See Schedule Modification Obligated Amount· $100,000 00,
13. THIS ITEM ONLY APPLIES TO MODIF!CATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
' ··--
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANf'fo: (Specify authonty) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 1OA
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as chariges m paying
office. appropnatton date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b). !
C. THIS SUPPLEMENTAL /\GREEM ENT IS ENTERED INTO PURSUANT TO AUTHORITY OF·
D OTHER (Specify type of mod1f1cat1onand authority)

X Funding Only
E IMPORTANT Contractor IX Is not, I Is required to sign this document and return copies to the issuing office
14 DESCRIPTION OF AMENDMENl IMODIFICA TION (Organized by UCF section headings. 1ncludmg sol1c1tat1onlcontractsubJect matter where feasible)
The purpose of this modification is to provide additional funding for TEACH Grant Servicing, through approximately July 31. 2015 The total
contract value 1sincreased by S100,000.00 from $534.787 50 to $634.787 50.
E xceot a,, pro,•,dpd <lerc,n nll terms and cond,11onsof 1'10document referenced "' ,rem 9A or 1OA as heretofore clianged, , en,air, s ur1tilar1geU and ,n lull force and effect
15A NAME AND TITLE OF SIGNER (Type or print) ! 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
: Karen Gibson
j 202-377-4381 karen g,bson@ed gov
! '
I I
1-158. CONTRACTORIOFFEROR '5C DATE SIGNED 1GB UNITED STATES OF AMERICA 16C DATE SIGNED
b)(6)
JUN 03, 2015
(Signature of person aul!1or1zed to sign) (;:,,anature o ontractma Officer)

. .
:--;s--.:h1U-Ol-I~2-80iu Sl.\'\D..\RD
.
1-C)R\I JO. (Hc1. 10-83)
l'n.;1,uu, l.diturn u11<ts:1blc· l'r,:,nib'-'d by GS.-\ 1.-,\R(·18 Cl·I<) 53.l·D
,---
SCHEDULE Continued
ITEMNO. SUPPLIES/SERVICES QUANTITY UNIT UNITPRICE S AMOUNT $
------------------------j
'Contracting Officer: Karen Gibson, 202-377-4381.

karen g1bson@ed.gov


Patnce.Washington@ed.gov

None
(New Line Item)

0032 Provide funding for TEACH Grant Services. through 1.00 SE 100,000.00 100,000.00
approximately July 31. 2015.

0202M2015. A.2015. EN B00000. 6N5 .2521A.ACS. 000.
0000.000000
$100.000.00
____
PAGE AMERICAN
2 OF
L -~ ·- -----~------~

2 ED-FSA-09-D-0014/0015i0004
1 0 11 I Paoe of Paaes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 · '""" oc,,, I 1 I 3
0005 JUL 15, 2015 EDOFSA-15-000746

6. ISSUEDBY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
830 First St NE - Suite 91 FJ
Washington DC 20202
(X)
-
Cage Code: 41UK7

ED-FSA-09-
0-0014/001
5
X

D The above numbered solicitation is amended as set forth in item 14. The hour and dale specified for receipt of offers D is extended, Dis not extended.
(a) By completing items 8 and 15. and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVvLEDGMENT TO BE
Modification Obligated Amount $17,090.00
See Schedule
X
0 OTHER (Specify type of modification and authority)
The purpose of this modification is to provide funding for Change Request (CR) 3233. The total contract value is increased by $17,090.00 from
$634,787.50 to $651.877.50.
Except u provided herein, all tenns and condit,ons of the document referenced in item 9Aor 10A. as heretofore ctrnnged, remains unctnmged and in full force and effect.
Karen Gibson
202-377-4381 karen,gibson@ed.gov
b)(6)
JUL 15, 2015
(Signature of person authorized to sign) 1sInnature oTContraclinQ Officer

-
NSN 7)40-01-152-8070 STANDARD FORM 30. (Re,•. l0-83)
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09•D·0014,Task Order
CR Cost Date CR Oescription

ID
3233 $17,090.00 07/13/2015 CRTitle: BBR -· TEACH Grant Forgiveness Counter
Added to All Annual Certification Communications
FSA is requiring additional infonnation be developed

and provided to all Fed Loan Servicing TEACH Grant
recipients. This additional lnfonnation would be
included on all annual certification request
correspondence and will identify the number of
servicing years the grant recipients has already
completed and have been certified towards their
foraiveness.
PAGE 2 OF 3 ED-FSA·09·D·001410015/0005
SCHEDULE Continued

karen.gibson@ed.gov



None
(New line Item)


0202M2015 .A.2015. EN B00000.6N5.2521 A.AA.J.000.
0000.000000
$17,090.00

PAGE AMERICAN
3 ED-FSA-09-0-001410015/0005

11.Contract ID Code Pane of Panes
I 1 I 2
0006 JUL 20, 2015 EDOFSA-15-000718
Washington DC 20202
Katharine Hill 202-377-4215 kathanne.h<ll@ed gov
(x)
~

EO-FSA-09-0-0014/0015
X
telearam or letter makes reference to the solicitation and this amendment, and is received oriar to the ooenina hour and date soecified.
See Schedule
B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TD REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
office, appropriation date. etc} SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

X Funding Only
The purpose of this modification is lo provide additional funding for TEACH Grant Servicing, through approximately September 30, 2015. The total
contract value is increased by $294,000.00 from $651,877.50 to $945,877.50.
Exceptas providedhorein.all termsand comrn,onsof lhe documentreferenced,n item 9A or 10A.as heretoforechanged,remainsunchangedand in full force and effect
Karen Gibson
(b)(6)
JUL 20, 2015

I i ature of Contractino Officerl
NSN 7540-01• 152-8070 STANDARD FORM 30. (Rev. 10-83)
SCHEDULE Continued

karen.gibson@ed.gov



None
(New Line Item)

0034 Provide funding for TEACH Grant Servicing, through 1.00 SE 294,000.00 294,000.00

0202M2015 .A.2015. EN B00000.6N5.2521 A.ACB.000.
0000.000000
$294,000.00

PAGEAND
2 ED-FSA-09-D-0014/001510006

11.Contract ID Code I Pace of Paces
I 1 I 2
13-EFFECTIVE DATE
I'
2. AMENDMENT MODIFICATION NO. 4. REQUISITION/PURCHASE REQ. NO. PROJECT NO. (if applicable)
0007 AUG 10, 2015 EDOFSA-15-000969

6. ISSUEOBY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Washington DC 20202
Katharine Hill 202-377--4215 katharine.hill@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, Slate and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
1200 NORTH 7TH STREET '--
Cage Code: 41 UK?

ED-FSMl9-D-0014l0015
X
{a) By completing items 8 and 15, and returning __ copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telenram or letter makes reference to the solicitation and this amendment. and is received ~rior to the oneninn hour and date snecified.
See Schedule Modlfication Obligated Amount: $100,000.00
office. appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

X Funding Only
The purpose of this modification is to provide additional funding for TEACH Grant Servicing, through approximately September 30, 2015. The total
contract value is increased by $100,000.00 from $945,877.50 to $1,045,877.50.
Except as prov,ded herein. all tenns and condjtions of the document referenced in item 9A or 10A. as heretofore changed. remains unchanged and in full force and effect.
Karen Gibson
b)(6)
AUG 10, 2015

'ISiMnature of Contract inn Officer\
'
NSN 7540-01-152-8070 STANDARD FOR:\·! 30. (Re,·. 10-83)
SCHEDULE Continued

karen.gibson@ed.gov


Alternate Technical Point of Contact(s}:

None
(New Line Item)

0035 Provide funding for TEACH Grant Servicing, through 1.00 SE 100,000.00 100,000.00

0202M2015.A.2015 .ENB00000.6N5.2521 A.ACB.000.
0000.000000
$100,000.00
PAGE
AND 2 ED-FSA-09-D-001410015/0007
Pane of Par es
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1.c,a1mctioc,"
1 2
0008 SEP 21, 2015 EDOFSA-15-001127
6. ISSUEOBY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Washington OC 20202
Katharine Hill 202-377-4215 kathanne h,ll@ed gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street, Country, State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
~

EO-FSA-09-
0-0014/00
15
X
108. DATED {SEE !TEM 13)

not extended.
or (c) By separate letter or telegram wtiich includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
12. ACCOUNTING AND APPROPRIATION DATA {If required) Modification Amount: $62,985.00
See Schedule
' C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

X Funding Only
E. IMPORTANT: Contractor Ix is not. I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicitation/contract subject matter where feasible}
The purpose of this modification is to provide additional funding for TEACH Grant servicing, through approximately December 31, 2015. The total
contract value is increased by $62,985.00 from $1,045,877.50 to $1,108,862.50.
Except as provided herein. all terms and conditions of the document referenced in item 9A or 10A, as heretofore changed, rema;ns unchanged and in full force and effect.
15A.NAME AND TITLE OF SIGNER {Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
b)(6)
' SEP 21, 2015
{Signature of person authorized to sign)

I ISionature of Contra'1:tinaOfficer)
NSN 7540-01-152-8070 STANDARD l•ORM 30. (ReY. I0-83)
SCHEDULE Continued

karen.gibson@ed.gov



None
(New Line Item)

0036 Provide funding for TEACH Grant Se/Vicing, through 1.00 SE 62,985.00 62,985.00

0202M2015.A.2015.ENB00000.6N5 .2521A.ACB .000.
0000.000000
$62,985.00

PAGE AMERICAN
2 ED-FSA-09·0·0014/0015/0008

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT -•-----i- -·
I 1 I 3 ;
2 /\MENDMENT MODIFICATION NO 3 EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ NO 15 PROJECT NO (1fapplicable)
0009 1 NOV 05, 2015
6. ISSUED l3Y CODE: FSA-FS2 7 ADMINISTERED BY (If other tt1an item 6) CODE
United States Department c' Educat·ori
Federal Student A1dif/1ssion Supoor1 G<oup See Block 6
830 F.rst St NE - Su,k 91F3
Wash,ngrnn DC 20202
Heather Allen 202-377-~465 heot~er nllen@cd gov
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007368103 {X)
~
1200 NORTH 7TH STREET Cage Code· 41 UK?
I HARRISBURG PA 171021444 9B. DATED (SEE ITEM 11)

4'0015
ED-CSA-09-0-001
X
11, THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above numbered solicitation is amended as set forth In item 14. The hour and date spec1f1edfor receipt of offers D is extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified In the solicitation or as amended, by one of the following methods·
{a) By completing items 8 and 15, and returning ___ copies of amendment: {b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which includes a reference lo lhe solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
i RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
'I YOUR OFFER If by virtue of1hIs amendment your desire to change an offer already submitted, such change may be made by telegram or letter. provided each
telegram or lotter makes reference to the sol1cIta11onand l111samendment. and Is received 1=1riorto the oeeninq !lour and date seecihed
12 ACCOUNTING AND APPROPRIATION DATA (Ir required) ModIfIcatIon Amount. $O.oo·
See Schedule Modification Obligated Amount· SO.00
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS, IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Chock One A THIS CHANGE ORDER IS ISSUED PURSUANT TO· (spECify auihonty) THE CHANGES SET FORTH IN ITEM 14 ARE'rv1ADE 1-~.hi-1E
- - -
office, appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43103{b).
C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF.

'
i
X FSA 43•1 Change Request Modif1cat1ons
D. OTHER (Specify type of mod1hcat1on and authority)
E. IMPORTANT Contractor IX Is not, I Is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicilat1on/contract subject matter where feasible)
The purpose of this mod1ftcat1on Is to incorporate the following Change Requests (CR) into Contract Number ED - FSA -09 . D 0014, Task Order
0015 See Attachment.
All otl1er terms and cond1!1ons remain unchanged
,,11
:erm s rrno co~d,l1ons of lhc document refere·,ced ,., ,tern 9,\ o, 1OA '" hcw:olorc cMngcd rcma,n s uncl1ar,qed and '" ful force arm effect
lxccpi as p,ov,,jed ''""""
15A NAMC AND TITLE OF SIGNER (Type or print) 16A NAME AND TITl.E OF CONTRACTING OFPICER (Type or print)
Karen Gibson
202-377-4381 karen g1bson@!ld gov
158 CONTRACTORIOFFEROR __·-·-1 15C DATE'. SIGNED

1
168" UNITED STATES OF AMERICA 16C. DATE SIGNED
I ~)~) NOV05, 2015
(Signature of person aull10r1zed to sign)

( 1 nature of Contract1n Officer)
l\'SN 75-!ll·IJl•l52•8070 S'l .\:\D,\RI) l'OICII JO. (l{n. l(HlJ)
Pin i"us l'.di1ion 1111u,abl~ l'r~suih~d h:, (iSA l':\R
( ➔ 8 (TR) 53 2 ➔ ~
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014,Task
Order 0015. There is no cost associated wilh lhe Change Requests below. Therefore, no funds are
needed and no corresponding line Item is required.
CRID CDST DATE CR DESCRIPTIDN
3231 $0.00 7/16/2015 Due to the continuing effort to enhance borrower

communication, and in conjunction with the Borrower
Bill of Rights, this CR is to support the need to develop
additional information which will be provided to all
TEACHGrant recipients whose grants are converting to
loans. The additional information will include all Grant
to loan Conversion correspondence and it will provide
dirc-ctivcs to contact the TEACHLoan Servicer.
PAGE 2 OF 3 ED-FSA-09-D-0014/0015-'0009
SCHEDULE Continued
ITEM NO. I SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE$ AMOUNT >

I
'
karen gibson@ed.gov

Connelly, 202.377.3298, tammy connelly@ed.gov


None
'
'
'
'
I
'
i
PAGEAND AMERICAN
3 OF FEDERATION OF
3 EO-f"SA-09-0-0014/001 TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
5/0009
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' CoctcacllDCodo
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REO NO I 5. PROJECT NO (1f applicable)
0010 1 NOV 05, 2015 EDOFSA-16-000032

6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (If other than 1\0,n 6) CODE
United States Department of Educa:,o~
Federal Student A1'iN1ss1on Support Group See Block 6
830 Frrnt St ,'JE - Su,te 91F3
Vl.'ash,ngto~ DC 20202
Amom Jones 202-377-3873 Amber Jcnes@ed gov
1 8. NAME ANO ADDRESS OF CONTRACTOR (NO Street, Country. State and ZIP Code) 9A AMENDMENT OF SOLICITATION NO
! HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS· 007368103 (X)
-
1 1200NORTH7THSTREET CageCode.41UK7

ED'S'·-09 J-CCl,1,:,0•
!i
X
D The above 11umberedsolicitation is amended as set forth 111 item 14. The hour a11ddate specified for receipt of offers Dis exte11ded. Dis 110\extended.
Offers must acknowledge receipt of this amendment prior to the l1our and dale spec1f1edin 1l1esol1c1ta\io11 or as amended, by one of lhe following methods:
{a) By completmg items 8 and 15, and returning ___ copies of ame11dme111, (b) By acknowledgi11g receipt of this amendment on each copy of the offer submitted; ,
or (c) By separate letter or telegram which includes a refere11ceto the solicitation and amendment numbers. FAl LURE OF YOUR ACKNOWLEDGMENT TO BE
telenram or letter makes reference 10 the solicitation and this amendment. and Is received nrIor to the one11Innhour and date snecIfied.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $94,515.00
See Schedule Mod1fIcat1on Obligated Amount: $94,515.00
13. TH!S ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACl ORDER NO IN ITEM 10A
i B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as ct1anges 111paymg
' office, appropnation date. etc) SET FORTH IN ITEM 14 PURSUANT TO THE AUTHORITY OF FAR 43103(b).
D OTHER (Specify type of mod,ficat1on and authority)
i X Fundmg Only
E IMPORTANT Contractor fX Is not, I is required to sign this document and return copies to the issuing office
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including sol1c1tat1on/contractsubject matter where feasible)
The purpose of this modIfIcat1on Is to provide funding for TEACH Grant Servicing. through approximately December 31, 2015. The total contract
value Is increased by $94,515.00 from $1,108,862.50 to S1 ,203,377 50
All other terms and conditions remain unchanged '
all terms ~r1d cur1d1l1onsal lhc document referenced ,n ,tern 9A or 1OA, ~, herdoforc
E xc~pl as pcov.1cc1 hero 111, ch"ngcd, rcmn,ns unchangcj and ,n full force and elfcct
15A NAME AND TITLE OF SIGNER (Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Typ1Jor print)
Karen Gibson
202-377-4381 karen.g1bson@cd.gov
15B CONTRACTORIOFFE-ROR 15C DATE SIGNED 16B UNITED STATES OF At~ERICA 16C DATE SIGNED
b)(6)
NOV 05 2015

1«1 na ure o on rac Ill" ,cer)
:,..'-;-.,;75 HH) 1-152-807IJ ST.,\."\ll,\lrn FOH:\l JO. (Rn. 10-83)
l'rc:1i,,11.,l'.di1i,m 111111s.1bk l'rc,crihc:d h:, GS:\ I AR (..\SlTR) 53_2.n
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES I QUANTITY UNIT UNIT PRICE $ AMOUNT $

---------~----+-1---- --------+---------,

karen.gibson@ed.gov

Connelly. 202.377 .3298, tammy.connelly@ed.gov

Alternate Technical Point of Con!act(s):

None
(New Line Item)

0037 Provide funding for TEACH Grant Servicing. through 1.00 SE 94,515.00 94,515.00

0202M2016.A.2016.ENB00000.6N5.2521A.ACB.000.
0000.000000
$94,515.00
PAGE 2 OF 2 ED-FSA-08-0-C014/C015/0010
1 Contract 10Code I Pane of Paaes

i 1 1 I 2
i 2. AMENDMENTMODIFICATIONNO. 13.EFFECTl~Eet~1fTE 4. REQUISITION/PURCHASEREQ. NO. 15.PROJECT NO. ' {if applicable) I
I 00150011 ;
I AUG~. 2017
I 6. ISSUEDBY CODE FSMS2 7. ADMINISTEREDBY (!f otherthan item 6) CODE '
1 UnitedStatesDepartment
of Educallon SeeBloc!<
6 '
i FederalStuden\AJd/MiSSl{ln
SuPPQrt
Group
: 830FirstSt NE-Suite91F3
I Washington DC20202
I
8. NAME ANO ADDRESS OF CONTRACTOR(NO., Street. Country, State and ZIP Code) 9A AMENDMENTOF SOLICITATION NO.
HIGHEREDUCATION
ASSISTANCEAGENCY,
PENNSYLVANIA (x)
DUNS: 007368103 -
1200NORTH7THSTREET CageCode.41UK7
FINANCIAL
MANAGEMENT5THFLOOR '
HARRISBURGPA171021444 9B. DATED {SEE ITEM 11)
!
I
10A. MODIFICATIONOF CONTRACT/ORDER NO. I
EO-FSA-09-0--001410015
X
i CODE 00030774 I FACILITY CODE JAN 01, 2015
(a) By completing items a and 15, and returning __ copies of amendment (b) By acknowledging receipt of this amendment on each copy of the offer submitted: 1
RECEIVED AT THE PlACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by virtue of this amendment your desire to change an offer a!ready submitted. such change may be made by telegram or letter, provided each
telegram or letter makes reference to the solicitation and this amendment. and is received prior to the opening hour and date specified.
: 12. ACCOUNTING AND APPROPRIATION DATA(lfrequired) Modification Amount: $-87,500.00·
1
see Schedule Modification Obligated Amount: $-87.500.00
13. THIS ITEMONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO, AS DESCRIBED IN ITEM 14,
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Speofy authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
6. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying j
office. appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
D. OTHER (Specify type of modtficat1onand authority)

E. IMPORTANT: Contractor I is not, ix is required to sign this document and return 1 copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (OrgantZed by UCF section headings. including solicilalion/con!ract subject matter where feasible)
The purpose of this modification 1s to de-obligate $87,500.00 from Line Item 0003 on Contract EO-FSA-09-D-0014 Task Order 0015. The total
contract value is decreased by $87,500.00 from $1.365,503 45 to $1,278,003.45.
Except a, prolltde<Ihere,n,all tem,s am! cond1boos0Jlhe document referenced in ~em 9Aor 10A. asnerelQ!ore, C!lange<l.
rema,nsuncl'langed and"' full force and ellec!.
I) / / I '/ I PaulBean.C-011\racllng
Olfiw
Y4,v~ ~' Vl/t '' ('._ 202•377-3710Paul.8ean@e<;l.gov
5,- JI,« r,-,,,/.-f, r; /!, ..,
158. CONTRACTOR/OFFEROR 15C. DATE SIGNED 1 ITED STATES OF AMERICA 16C. DATE SIGNS,_□
rb)(6)
el'~
AUGll 2017
. "l'
(Signature of Contracting Officer)
Previous Edition unusable Prescribedby GSA FAR (48 CFR) 53.243
SCHEDULE Continued
ITEM NO. SUPPUESISERVICES QUANTITY UNIT UNITPRICE S AMOUHT $
Contracting Officer: Paul Bean, 202-377-3710,

Paul.Bean@ed.gov
Primary Contracting Officer Representative:

Patrice. Washington@ed.gov

None
Alternate Technical Point(s) of Contact

None
(Changed Line Item)

0003 De-obligate funds ($87,500.00) 1.00 SE 0.00 0.00

0202M2016.A.2016.ENB00000.6N5.2521A.ACB.000.
0000.000000
$87,500.00
Pricing Option: Firm-Fixed-Price
!
'
'
PAGE 2 OF 2 ED-FSA-09-D-0014/00150011
1. CONTRACTlu,._ODE PAGE o, PAGES

I '
' NIIMUUI I AEIUNNU.
ED-FSA-09-D-0014/00lSPOOOOl
;
02/08/2016
'" ...,o
EDENFS16000146
EQ.NO. 15.PROJECTN ' oppacare1
(I
6. ISSUEDBY CODE FSA-f'S;, 7. ADMINISTEREDBY /If o//,er thon Item 6) CODE I
FSA-FS2
Federal Student Aid/Mission Support Group,
NS -Suite
Washington,
91F3
oc, 20202, OS
'" First SC
87'fAMt ANDAuuR•~~ OTcONTAACTOR 7No, srreer,wumy, ~toteon IPCoae! 9A. AMENDMtNTOr ~OLICIATIONNO.
~
HIGHER
STREET,
EDUCA!'ION
RECEIPTS
ASSISTANCE
OPERATIONS
AGENCY, PENN(00030774),
5TH FLOOR, HARRISBURG,
1200
eA,
NORTH 7TH
171021444, OS -
9B. OATtD /Stf/TfM!IJ
EANO.
10A, MODIFICATION OF CONTRACT/ORD
ED-FSA-09-D-0014/0015
~ 10B.DATtD (::iEE1T ....,,13)

12/30/2014
CODE 00030774 !FACILITYCODE

11, 1 ,u
D The above numbered solicitatton is amended a, set forth in Item 14. The hour and date specified for receipt of Offers D i> extended, D is not extended.
Offers mu,t acknowledge receipt of this amendment prior to the hour and date specified in the solimation or as amended, by one of the following methods:
la)Bycompleting item, a and 15. and returning copie, of the amendment; lb) By acknowledging receipt of this amendment on each copy oft fie offer submitted;
or (c) By separate lene,
or telegramwhoch 1ndude1 a reference to the sol1rna11onand amendment numbers. FAILUREOF YOURACKNOWLEDGMENTTO BE RECEIVED AT THE PLACE
DESIGNATEDFORTHE RECEIPTOF OFFERSPRIORTO THE HOUR AND DATE SPECIFIEDMAY RESULTIN REJECTIONOF YOUROFFER lfbyvmuc of this amendment yourde,ire to change an offer
alreadv submitted. such.change may be made by teleqrarn OJ letter. Dfpv1dcd each telegram m letter makes reference to the solicitation and th;,
amenoment. and is rccc,ved pr,or t<I the opening hour and date spcti 1ed.
12. ACCOUNTINGAND APPRQPIRATIONDATA (Iirequired)

See Schedule
13, THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS.

CHECKONE A. THIS CHANGEORDERIS ISSUEDPURSUANTTO, (Specrfyournonty) Ht 1.HANGtS SETfORTH IN ITEM 14 AREMADE IN THE CDNTRACTOADER
NO. IN ITEM 10A.
□
D' THE ABOVENUMBEREDCONTRACT/ORDER
THIS SUPPLEMENTALAGREEM
IS MODIFIED TO REFLECTTHE ADMINISTRATIVECHANGES
oppropriationdare.ere. ) SETFORTHIN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR43.103(b).
INTO PURSUANTTO AUTHORITYOF:
(sucho, change, in payingoffice.
□
IZI,o v, HER (Specifyiype of moc i rwtion ori"dourfiomyf
Funding Only
E. IMPORTANT: Contractor ~ is not, D is required to sign this document and return copies to the issuing office.
14. DESCRIPTION
OF AMENDMENT/MODIFICATIONI Orgonizedby UCF,ernon heading,, induding rn/,crrar,on/controctiub1ecrmatter where/eo,,bie.)
MODIFICATION CONTROL NUMBER ED- FSA- 09 • D • 0014 / 00 lSPOOOOl
SUMMARYOFCHANGES See continuation sheet.
hcept a, provided hcretn all terms and conditions olthe document referenced In Item 9A or 10A as heretofore changed remains unchanged and in lull force and effect
15A. NAM!cANO TITH OI ,,. 1 ypeorprint) 16A, NAME AND TITLEOf CONTRACTINGOfFICEA (rypeorprmf)
Gibson, Karen
Contracting Officer .
1 SB. CONT~ACTOR/OfFEROR \SC. DATE SIGNED 168. UNITED $TATESOF AMERICA b)(6) 16C. DATE SIGNtD
II Signed I Gibson, Ka 02/08/2016
(Signatureolpersonouthor,zed ro>ign) {Signatureof Contr
NSN 7540-01• 152-8070 STANDARD FORM 30 IREV.tO•S~)
Previous ed,tion unusable Prescribed by GSAFAA (48 CFR)53.243
ED-FSA-09-0-0014/001 SPOOOO 1
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for TEACH Grant Servicing in accordance with the terms and conditions of the
JDIQ and the pricing specified in the Pricing Exhibit {Section BJ. The total contract value has increased by $74,625.95 from
$1,203,377.50 to $1,278,003.45.

Line Items Added:
Line Item 0002 is added as follows:
Item Number Base Item Supplies/Services Quantity Unit

Number
0002 TEACH Grants in accordance with 74625.95 DO
the terms and conditions of the IDIQ
and the pricing specified in the
Pricing Exhibit (Section B).
Contract Type: Firm Fixed Price
I Unit Price $1.00
I Extended Price
Description: Provide funding for TEACH Grant Servicing, through approximately December 31, 2015.
Purchase Requisitions EDENFS16000146

Referenced IDV Line 1005
Funded Amount $74,625.95
Section G - Contract Administration Data

Distributions Added:
Distribution 1 is added to the line item 0002.
0202M2016.A.2016.610000.ENB00000.6N5.2521A.A.ACB.000.N.0000.000000.000000

, lONTRACl 1DCODE PAGE Of PAGES
_, I '
' app /C_,e,
' .,.,_, D... -,,, .... OD. ,_, ... 0 ... 0. ; 0 -
'EOENFS16 0 1PuR Q.NO 15FROJECTNJ. 1,1
ED- t SA- O9 - D- ~O 1-1 / OOlG?G OO:2 02/19/ 2016 0 0 Cl 6 0
6. l<,<,UED~y CODE:. 7 ADMINISTrnrn BY ii/other than Ire"' 6)
FSt,-FS. lOl.lE:. , ~A-AcQ
FSA-FS2 FSA .",CO

[O,:,deral Stude:c.t hi,i/Mi~ui.01: Sclppo~ C :J:coclp, a; o l' ~~·st St !'SA - Acquisit.C ,,,_,-;, 8 3 iJ c·lrst Sc K2 - Sul le 91F3
NS - S11itc 9H':i Wa.;hl!!,!~O:l, D[, 2')202, us
;;cish,ngton, DC, 20202, OS
8 NAME AND ADDHE',', Of- tONI RACfOR /No,;lree/, cow1ry 'itnt~nn_.Z!P Ccue) 9A AMtcND...... Or SOLICl1-1ION N,
h=3HER EDTJCi'.TTrJN i'.SSISTANCE .'\GE~CY, P:C:NNl0◊03C7"74) 1.2 CC )!ORTH 7TH
"'
S'~RE:C:'.:', R2:::EIP':'S m-ERA'l'~ONS 5TH FLOOii., i:ARR~SBO?.~, ?A, 1710211-H, us
i % DAlED (Sff ITEM i 1}
I CA MOOIFICATlON OF CONT~All/CRDEcR NO
::,:i- l".Sll- 0 9 - D - Q~ ~4 / 0 UlS
~ ·,as.DATED (,',EL ITEM 13)

U/30/2014
(00[ [rACII.ITYCODE
C-OOJ::;774
". ·--· "
D The above numbereG ,ol:cltatrnn ,s amerded as set forth"' Item I,. The hour ,,i1<I<idt•: speuf1ed for ,~ccIpt of Offers 0 is extended,
Offers must ocknowledqe receipt otth,s amendment vior to the 1,o,ir and dale spec1f1edsn the solic,tation or as amended. by cme of the following methods
(,1]flyrnmplet1ng items 8 d!ld 15, and returning to pies of the amendment; J,1 8y acknowledging receipt ofom amendmenl on each copy of the offer ,ubrrnued,
or (c: Ry scpara:c lette, or telegram which includes a reference to the soltrnat1on .and amendment numbers. f-Ali UREOF YOUR ACKNOWL[DGM[NT TO BE RE~EIVEDATTI I[ f'LAC"f-
DE'SIGNATTDFORTHE REC~lrT OF OFFERS PHIORTO T'-IE HOUR AND DAT[ SPECIFIEDMAY Rf.CULTIN REH:CllON OF YOUR OFFER I/by vIrt11e0fthis amendrnen< your rlP11'0 to chaoqe an off et
already submmcJ, ,ud1 cha;19~ may be made byteJeqram ar letter, otov1ded ea<h telegram or letter makes refere·1Ce to the sol1rna1.on and th,1
amen~ment, and ISreceIvea priartd the opetHr>ghauf an~ d,lle spd.1/ied.
17 ACCOUN il~G AND APPROPIRATIONDArA

Sec Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS.
CHECKONE A TIIIS CHANGE ORDER:S ISSUEDPURSUANl 10 /11,e, dy~ur,,o,,iyJ THE CHANGESsn FORTH IN ITEM 14 ARE MAIJ[ IN I1ll CONTRACTOHIJcH
NO. IN ITEM 1CA
□
□
THE ABOVE NUMBERtD CONTRACT/:)RIJtR IS MO[)JFIFO TO REFLECT-HE ADMINISTRATlVECHANGES !mch as c/,ange1 m poy,ngaff1ce,
apwoprio/1on date, ~r,. I Sf-1 j.QRTH IN ITEM · 4. PURSUANTTU lHE AUi HORITYOF FAR~3 I 03!bi
1771~<,UPPLtMlNTAL t,GRFfMl:Nl 15fNTER-D INTO PURSUANTTO AUTHORllY or
0IHtR (Spcrnylyrc0 ni,)(11rntianar: .. a"rhMHy;

c'und:!.ng Cr:ly
E. IMPORTANT: Contractor 12]is not, O is required to sign this document and return copies to the is;uing office.
. 4. DESCHIPllON OF AMENDW,ENTIMODIFICIITION ! Orgalllzed &yIJCI "" r,u/1r,eadi•,ys, .'llclud111g'"'" i/o,,c,r,/wn!w,, subJecl mmtN w~ere lea,,b!e)
MODIFICATION CONTROL NUMBER C:D- l, Sh- ,J 9 -u- ~ 0 ~4 / 001 Sf'G•J 0 C 2
SUMMARY OF CHANGES
Except a; pmvid~rl h~re1n, all terms and condil1ons ol the document referenced in Itern 9A c;r I OA, as heretofore changed, rem arm unchanged and in 'ull force and effect
I SA. NA Mt AND rrTL[ OF 'ilGNEll (type or p1J11r) 16f, Nf,Mt AND TITLE OF lON r1mc1 NG OFFIC"rfi (Typeorprrnr)
::c,u,, Sn,·
:::c:mtr-o.cti,:::, :::,::::ic, r
1,B. CONTRACTORIOFFrnon ISC.lJATESIGNED - 16C. DATE S1GNED
(b)(6)
(51gna111re
af person authorized to <rgn1
/ I~igna ure o
I
mmwng OffrcerJ C
/! 'i ( I'( •
NON 1540-01 - l'i2-8070
Prcv1oui cdt\1on unusable
I STANDARD FORM 30 /REV.l 0·83)
Presrnbed by GSAFAR(48 (.Fill 53.243
ED-FSA-09-D-0014/0015P00002
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for TEACH Grant servicing in accordance with the terms and conditions of the IDIO and the pricing
specified In the Pricing Exhibit (Section BJ. The total contract value Is increased by $87.500.00 from $1,278.003.45 to $1,365,503.45.

Line Items Added:
Item Number Base Item Numbe Sunnlies/Services Quantity Unit

0003 TEACH Grants in accordance with the terms 87500 DO
and conditions of the 1010 and the pricing
specified in the Pricing Exhibit (Section BJ.
Contract Type:Firm Fixed Price
Unit Price $1.00
Extended Price
!Description:
Provide Title IV Aid Servicing through approximately March 31 2016.
Purchase RequIsItions EDENFS16000160



0202M2016.A.2016.61 0000. EN B00000.6N5 .2521A.A.AC B.000. N.0000 .000000 .000000
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I 'Cootracl ID Code

Pa"e or Panes
2. AMENDMENTMODIFICATIONNO.
0015P00012
l J. EFFECTIVE DATE
NOV 17, 2017
4. REQUISITION/PURCHASE REQ. NO.
I 1 I 4
15.PROJECT NO. (if applicable)
6. ISSUEDBY CODE FSMS2 7. ADMINISTERED BY (If other than item 6) CODE
UnitedStatesDepartmentof Education SeeBlock6
Sopport
FederalStudentAid/Mission Group
830FirstS1NE- Suite91F3
WashingtonDC20202
B. NAME AND ADDRESS OF CONTRACTOR (NO., Street. Country, Slate and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
HIGHEREDUCATION
ASSISTANCE
1200NORTHTTHSTREET
AGENCY,PENNSYLVANIA DUNS:007368103
CageCode:41UK7
-
FINANCIAL
MANAGEMENT
5THFLOOR
HARRISBURG
PA171021444 9B. DATED (SEE ITEM 11)
1DA.MODIFICATIONOF CONTRACT/ORDERNO.
ED-FSA-09-0-0014/0015
X
CODE 00030774 7FACILITYCODE JAN 01, 2015
11. THIS ITEM ONLY APPLIES TO AMENDMENTSOF SOLICITATIONS
D The above numberedso!lcitatlonIs amendedas set rorth In item 14. The hour and date specifiedfor receipt of offers is extended. D
Is not ex1ended. D
Offers must acknoWledgerecelpl of this amendmen1prior 101hehour and date specified In the sollcilaUonor as amended,by one of the followingme1hods:
(a) By completingitems 8 and 15. and returning__ copies of amendment:(b) By acknowledgingreceiptof this amendmenton each copy of the offer submitted,
or (c) By separateletter or telegram which includesa reference to the solicitationand amendmentnumbers.FAILUREOF YOUR ACKNO\M...EOGMENT TO BE
RECEIVEDAT THE PLACE DESIGNATEDFOR THE RECEIPT OR OFFERS PRIOR TO THE HOURAND DATE SPECIFIEDMAY RESULT IN REJECTIONOF
YOUR OFFER. Ir by virtue of this amendmentyour desire to change ari offer already submitted.such change may be made by telegramor letter, providedeach
tei--ram or letter makes reference to the solicitationarid 1hlsamendment.and Is received nrior to the o--nfnn hour and date S---ified.
12. ACCOUNTINGAND APPROPRIATIONDATA (If required) Modification Amount: :ti0.00
See Schedule Modification Obligated Amount: SO.DO
13. THIS ITEM ONLY APPLIES TO MODIFICATIONOF CONTRACTS/ORDERS.IT MODIFIESTHE CONTRACT/ORDERNO. AS DESCRIBEDIN ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUEDPURSUANTTO: (Specifyauthority) THE CHANGESSET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACTORDER NO. IN ITEM 1 DA.
B. THE ABOVE NUMBEREDCONTRACT/ORDERIS MODIFIEDTO REFLECTTHE ADMINISTRATIVECHANGES(such as changesin paying

office, appropriationdale, etc) SET FORTH IN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR 4J.10J(b).
C. THIS SUPPLEMENTALAGREEMENTIS ENTEREDINTO PURSUANTTO AUTHORITYOF:

X FAR Subpart 4.804-1 Closeout by the Office Administering the Contract
D. OTHER (Specify type of modificationand authority)
E IMPORTANT: Contractor I
is not, Ix is required to sign this document and return ' copies to the issuing office.
14. DESCRIPTIONOF AMENDMENT/MODIFICATION{Organized by UCF section headings, includingsollcitallon/oontradsubject matter where feasible)
The purpose of this modification is to closeout Task Order Number 0015. All invoices have been received and paid and $0.00 funds remain
E~cepts, pro.-klfl'd herein. all 1om,sand condl~onsof 1hedocumantrelerenca<tIn Hem9A or 1OA.a, hereto!Ol'echang!l'd,remainsunch1mgi=ct
and In runton:e and effect.
15A. NAMEAND TITLE OF SIGNER{Type or print) 16A. NAMEAND TITLE OF CONTRACTINGOFFICER(Type or pr1nl)
'JJ,,,,1
C w,7;,,__ Paul Bean, Contracii~ Officer
202-377-3710 Paul ean@edgov
5 t1,,,_ftLPl-f
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITEDSTATESOF AMERICA 16C.DATE SIGNED
b)(6)
l't,/a Pau I Bean '"''""'"'""'

,,,_, ..,, .,,_,,
o,, •. ,.,rr,•a·ofrO,,,,.,,,o,•-P,,,,,n,,m, NOV 17, 2017
o,,i"i,,,)0],)010,1 a926')2))0'
D"• ,,i ) 11 1·•lSJ",i .05•oi•
(Signatureof personauthorized 10sign) (Slnnatureor ContractinnOfficer)

NSN 7540-01-152-8070 STANDARD FOR\130. (Rev. 10-BJJ
Previous Edi1ion unusable Prescribedby GSA FAR (-,18CFR) 53.243
Attachment Page
U.S. DepanmentofEduutllm
was hi ton. oc 20202
CONTRACTOR"S RELEASE
Pursuant to the terms or Contr:1ctNo,ED·FSA·09·D·0014 /00 J5 and In consldet:1tlan or the sum of one million, two
hundred sevenl)'•elglll thous:ind, th~ dollars and fany.flve cenu {S 1,278,00J.45}, whkh has beom or Is to be paid
undu the s.aldcon1t:1nto Pennsylv:mlaHigher Edu"'u,m Assl'lt.anc, Agency [hneofurcal/td cheC1111rrocmr), tho
CoMr:ictor,upon payment orthe ~ntd5Umby tli, United Stiltes of Am,rlc.i, Department or Education, Office or
Federal Stui.lmnAid (h•r.-inoft•rculkd tht Go~emmmt), does remlse, release-.;md dis.charge the Govemment. lU
omc.-rs,agents. and employees from all llabllitles. obllsallonsand claims arising out of or under the said rontract,
euept
I) Specifledclalms stated In eKan amounts. or In estimated amounu when the euctamounts are not known:
2) Claims (lr1dudf119n11son<1ble expenses) based upon the llabllltlef of the contr.ictor to third
/11,;idencul
part1ei arising out oft he perfomrnnce of the-$;!Idcontract, which are-not known to LheContractor an the
dale of the execution of this rele:i.seand of which the CanmcUJr elves notice In writing to the-Contracting
omcer •vlthln the period spedfled In the said con!Tllct.
J) Claims for retmbursemut of costs. lncludlng l"l!asonableIncidental c•penses, Incurred by the Contt:1ctor
under the pate-ntclauses or the said contract. but excluding any upense-s arising from 1heConlr.ictor's
lndemnHlcallonof the Government ngollt.itp;itenc llablllty.
The Co111raccor
agrees. In connection with patent matters and with claims which are not released as set fonh above,
that he will rnmply with all of the provisions relatlnc to notlflc3tlon to the Contractlne Officerand relating lo the
defense or prosecution orl!tlgat!on. The Conlr.ictor funheracrees, pursuant 10the audit and accounting provisions
of the contr.ict that the amount of any .SWit:llne-dondlt ui:eptlons result Ing from any subsequent audit by the
Govemmcntwlll be refunded to the federal Government. The refund, If any, will be made within thirty (JO}days
after the e-xcept!onhas been susblned.
In wltnen whereof, this relnSi! has been executed thls_g__day of )\xli ,year .,DI 7
b)(6)
'''-L _____ _J-----
CERTIFICATION
I, ________ \..:Juri,nSwett ____ cenlfylhat I am the ___ Federal Contract Manage, __ _

of the .rennsylv-anlaHlghu Education Asrutln" Agenc:y____ named as ConlT.lctOrIn the foregaing
ai;:;lgnment thac ____ DanielWeigle ________ who signed s:itidassignment on beh:itl£of the
Contractor W3Sthen _Sr. Vice !'resident__; that saldasslgnme-ntwas duly51gnedfor and on behalf ofsJld
0111anlutionby authnricy or ilS gove-rmngbody and is within the s.cop~or lrs legallyves!M powers. behalf of said
orcanl~tlon by :itut.horltyor (u governing body :1tndIs within the ,cope of Its leplly vested powen.
SEAL
EDFORMGCS--OOt,
6/S7
PAGE2 OF 4 ED-FSA-09-D-0014/0015P00012
Attachment Page
U.S. Oe11artmon1
<lfEduc:itlon
W.uhln n.,DC 20202
CONTRACTOR'ASSICNM:EHT
S OF REFUNDS, REBATES,CREDITSANDOTHERAMOUNTS
Pununnttti the tenns ofContr.!ct No. ED·FSA·Q9·0·00!4,00!S :ind tn consideration oftlle relmbursi:ment of
,:osts and payment of fee {f/any), as provided for in the said contr.Jctand any assignment tllereunder,
Pennsylv:mla Higher Educatlan Asslst;mce Agency {Here/na}trr caJ/edthe Conmrccor)doe\'!hereby:
lj Assl11n,tr.lnsfer, set over .ind release to the United Slilte3' of America, Department of Education
[hereinojurca/led tlle Go~mment) all nofunds, rebates, credits and other amount! {lnduillng oey
/narett thereon) arising aut of the performancu of the ~Id contr.lcttogetller with all the rights af
action accrued or which mny hereafteratcl'lle from tlle.se tr.ins.ictlon,.
2) Agllle to take whatevernctlon may be necessal}' to effectprampttollectlon ofa\l refunds, rebates,

credit5 and otlleramounts (Including 1111y /nttrest thereon) due or which may become duo, and to
promptly forward to the Contracting Officer amounts {mode payobfeto the U,S. Departmentof
E'd11roda11) for any proceeds so rollected. The reasonible costs of any such .ictlon to effect collectl11n
shall caru;tltuie allawable casts when approved by the ContractlnB Officer as stated In the said
con fr.let and m,1y be appJlaj to reduce any amounts otherwise p.iyable to the Government under the
terms of this assignment.
3) Agreeto cooperate fully with the Government as to any claim or suit in connection with refunds.
rch.ltes,credits ancl other am11unts due (incl11dln9any intermthereon}; ro exerotenny protest,
p]e:,dtng. appllcation, power or attorney, or other p.apen pertaining to these ttem.s: and to permit the
Go~rnment to n!preunt him at any heartng. trlal, or11thl!J' proceeding arising out of such claim or
suit.
,..,a:i1r
CERTIFICATION
,, --~-~l..iJul'l!n Sw11•,;----,-~----,certlfy that I am th11___ Feder.ii Con~ Mnnaser _____ ~of the
__ rennsylnnla HlglivrEduc.ilionAn!scirice Asency___ n:;imedas Contnt1or In the foreir,,ln&.assignment;thu
____ ,DanielWeIsle------~ who signed said asslgnment on beh.:IIForthe Conn-=or wasthen Jr, Vice
President ...: lhats.iid .u1lgnmen1w;as dulysfRned for and on behalf of u!d organlz:itlon by authorny of Ill!goYemlngbody and It
within the s~pe 11fID lepllyVtsted powers.
,EAL
,gawrr)
I'
0
EDFORM<lCS002, 6/87
PAGE 3 OF 4 ED·FSA-09-D-0014/0015P00012
SCHEDULE Continued
ITEMNO. SUPPUESJSERVICES QUANTITY UNIT I UNIT PRICES AMOUNT S

Paul,Bean@ed.gov


None
Alternate Technical Polnl(s) of Contact:

None
PAGE 4 OF 4 ED-FSA-09-P-DD14/0015P00012
1, REQUISITION
NUMBER PAGE 1 JF 3
FORCOMMERCIAL ITEMS
OFFEROR TO COMPLETE
BLOCKS12, 17, 23, 24, & 30 EDOFSA-15-001124
2.CONTRACTNO. 3. AWARD/EFFECTIVE 4.0RDERNUMBER 5. SOLICITATION
NUMBER 6. SOLICITATION
ISSUE
ED-FSA-09-D-0014 ""
SEP 01, 2015 0016 '"'
a.NAME b. TELEPHONE
NUMBER (Nocollect 8. OFFERDUE DATE/
►
7. FORSOLICITATION Katharine Hill wl/s) LOCALTIME
INFORMATION CALL: katharine.hill@ed.gov 202-377-4215
9.ISSUEDBY CODE I FSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTEDOR □ SET ASIDE; %FOR:
United States Department of Education □ SMALL BUSINESS □ WOMEN-OWNEDSMALL
Federal Student Aid/Mission Support Group BUSINESS (WOSB}
830 First St NE- Suite 91F3 □ HUBZONE $MALL NAICS:
Washington DC 20202
SERVICE D SAB E WOMEN-OWNED
SMALLBUSINESS
□
• I L O (EOWOSB)
SMALL BUSINESS □ a(A)
11.DELIVERYFORFOBDESTINA- 12.DISCOUNTTERMS □ 13a.THISCONTRACTISA 13b.RATING

TION UNLESS
BLOCKIS
0 Days RATEDORDERUNDER
MARKED DPAS(lSCFR 700)
□ SEESCHEDULE Net30
15.DELIVERTO CODE CPOC 16.ADMINISTERED
BY
□ RSQ
□ '"
CODE
□ RFP
IFSA-FS2
Contracts& AcquisJbon•
Mgt.,GroupC
USOeplof Educalon.550 12th StreetSW. 7th Floo,
WashingtonDC 21)202-4220 Federal Student Aid/Mission Support Group
Washington DC 20202
17a CONTRACTOR/ CODE 100030774 I FACILITY 18a.PAYMENTWILLBEMADEBY CODE IFSA-BUD

OFFEROR. CODE
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group/Invoice Ad min
1200 NORTH 7TH STREET US Department of Education/FSA/CFOIBG/FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street, NE, Suite 54B1
CAGE: 41UK7
TIN: 231693362 DUNS: 007368103
TELEPHONE
NO.
□ 17b.CHECKIF REMITTANCE
ISDIFFERENT
AND PUTSUCHADDRESS
IN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
□ SEEADDENDUM
"
ITl:MNO. SCHEDULE
,0
OFSUPPLIES/SERVlCES "·
QUANTITY "'
UNIT "'
UNIT PRICE "·
AMOUNT
(UseReverseandlarArrachAdditianal Sheersas Neces,ary/

25.ACCOUNTING
AND APPROPRIATION DATA 26.TOTALAWARDAMOUNT (FarGavt.UseOn y!
H 27a.SOLICITATION
INCORPORATES
BYREFEHONCE
FAR52.212·
I, 52.21
2-4. FAR52112·3ANO52.21
2·5AREATTACHED.
ADDENDA LJ ARE LJ ARENOTATTACHED
27b.CONTRACT/PURCHASE
ORDERINCORPORATES
BYREFERENCE 2-4, FAR52.212-S
FAR52.21 ISATTACHED.
ADDENDA □ ARE [2:gARENOTATTACHED
□ 28.CONTRACTOR
COPIES
ISREQUIRED
TO SIGNTHISDOCUMENTANO RETURN
TO ISSUINGOFFICE.CONTRACTORAGREESTO FURNISHAND --- □ 29.AWARDOFCONTRACT:REF. OFFER
DATED. YOUROFFERON SOLICITATION

DELIVER
ALL ITEMSSETFORTHOR OTHERWISE
IDENTIFIED
ABOVEAND ON ANY (BLOCKSJ,INCLUDINGANY ADDITIONSORCHANGESWHICHARE
ADDmONALSHEETS SUBJECTTOTHETERMSAND CONDITIONS
SPECIFIED SETFORTHHEREJN, ISACCEPTEDASTO ITEMS:
30a.SIGNATURE
OF OFFEROR/CONTRACTOR 31a. UNITEDSTATESOFAMERICA ~ ,,- (SIGNATURE
OFCONTRACTING
OFFICER/
(b)(6)
I
30b. NAMEAND TITLEOFSIGNER (Typearprint) 30c. DATESIGNED 31 . NAMEOFLONTRACTING
OFFIC:v (Typearprinr) 31c.DATESIGNED
Soo Kang 202-377-3798
soo.kang@ed.gov SEP 01, 2015
AUTHORIZED
FORLOCALREPRODUCTION STANDARDFORM 1449 IREV.3/2011)
EDmONISNOT USABLE
PREVIOUS Prescribedby GSA- FAR(48 CFR)53.212
"· n
fTEMNO. SCHEDULE "
OF SUPPLIES/SERVICES "·
QUANTITY "
UNIT UNITPRICE "·
AMOUNT
32a. QUANTITYIN COLUMN21 HASBEEN
□ RECEIVED □ INSPECTED □ ACCEPTED,AND CONFORMSTO THECONTRACT,EXCEPTAS NOTED:
32b. SIGNATURE
OF AUTHORIZED
GOVERNMENT 32c.DATE 32d. PRINTEDNAMEAND TITLEOFAUTHORIZED
GOVERNMENT
32e. MAILINGADDRESS
OF AUTHORIZED
GOVERNMENT
REPRESENTATIVE 32f. TELPHONENUMBEROF AUTHORZED
GOVERNMENT
REPRESENTATIVE
32g. E-MAILOF AUTHORIZED

GOVERNMENT
REPRESENTATIVE
33.~HIPNUM 34. VOUCHERNUMBER 3S.AMOUNTVERIFIED 36.PAYMENT

CORRECT
FOR "
!PARTIAL I !FINAL
38. S/RACCOUNTNO. 39. 5/RVOUCHERNUMBER 40.PAIDBY
41a. I CERTIFY
THISACCOUNTISCORRECT
AND PROPER
FORPAYMENT 42a. RECEIVED
BY (Print/
41b. SIGNATURE
AND TITLEOF CERTIFYlNG
OFFICER 41c.OATE
420. RECEIVED
AT (Location!
42c. DATE REC"D (YYIMM/DD/ 142d.

TOTALCONTAINERS
STANDARDFORM1449 (REV.3/20111 BACK

ED-FSA-09-0-0014/0016
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE$ AMOUNT$

soo.kang@ed.gov



None
Period of Pertormance: September 1, 2015 to August 31,

2016
December 31, 2015.

0202M2015.A.2015. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$41,676,723.20
PAGE 3 OF 3 ED-FSA-09-D-0014/0016
I Pane of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I ,.c,m,act1oc,,,
I 1 I 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. (if applicable}
0001 SEP 08, 2015 EDOFSA-15-001129
Washington DC 20202
Katharine Hill 202-377-4215 katharine.h,ll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR {NO., Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
-
Cage Code: 41UK7

ED-FSA-09-D-OO
1410016
X
(a} By completing items 8 and 15. and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
telenram or letter makes reference to the solici1ation and this amendment. and is received "rior to the O"enin" hour and date S"ecified.
12. ACCOUNTING AND APPROPRIATION DAT A (If required) Modification Amount: $53,660.00
$41.676,723.20 to $41,730,383.20.
Excep! as provided herein, all terms and cond,~ons of1he document referenced in ,tern 9A or 10A, as heretofore changed, remains unchanged and in full lorce and effect.
Karen Gibson
b)(6)
SEP 08, 2015

(S1onature of Contractino Officer)
.
NSN 7540-01-1 ,2-8070 STA:--IDARD FORM 30. (Rev. 10-83)
Previous Edition unusable Prescribed by GSA l"AR (48 CFR) 53.243
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014,Task Order

ID
3232 $53,660.00 09/08/201S CRTitle: BBR- PSLFQualifier and Payment Counter on
Billing Statement
The purpose of this change request ls to improve

borrower communications. FSAin conjunction with the
Borrower Bill of Rights is requiring additional
information to be developed and provided to all
Fedloan Servicing borrowers who have identified as
PSLFborrowers.
PAGE 2 OF 3 EO-FSA-09-D-0014/0016/0001
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES OIJAtfflTY UNIT UNIT PRICE $ AMOUNTS
.

karen.gibson@ed.gov



None
(New Line Item)


0202M2015 .A.2015. EN B00000 .6N5.2521 A.AAJ .000.
0000.000000
$53,660.00

PAGE AMERICAN
3 ED-FSA-09-D-0014/0016/0001
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11,Contract ID Code I Pane of Panes

I 1 I 5
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ, NO. 15.PROJECT NO. (if applicable)
0002 SEP 14, 2015 EDOFSA-15-001153
6. ISSUED BY
CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Federal Student A1d/M1ssion Support Group See Block 6
Washington DC 20202
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, Slate and ZIP Code} 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA DUNS. 007368103 (x)
~
Cage Code: 41UK?

ED-FSA-09-D-0014/0016
X
or (c} By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
tel ea ram or letter makes reference to the solicitation and this amendment, and is received rrior to the onenin□ hour and date snecified.
X FAR 52.212-4(c}(1} Contract Terms and Conditions - Commercial Items (MAR 2009) - TAILORED
office. appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43,103(b).
D. OTHER {Specify type of modification and authority}
14. DESCRIPTION OF AMENOMENTIMODIFICATION (Organized by UCF section headings, including solicita1ionlcontract subject matter where feasible}
SEE PAGE 2 OF 5 FOR MODIFICATION DESCRIPTION .
Exceplas prov,dedherein,all termsand conditionsof the documentreferencedin item9A or 10A, as heretoforechanged,remainsunchangedandin lull forceandeffect.
15A. NAME AND TITLE OF SIGNER {Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print}
Karen Gibson
b)(6)
SEP 14, 2015

1Si,,nature ofsc;ontracting Officer)
.
NSN 7,40-01-152-8070 STANDARD FOR:\'I JO. (Re\'. I0-83)
Pn:vious Edition unusable Prescribed by GSA FAR (48 CFR) 53.243
Continuation Page
The purposeof this modificationis to:
1. Provide funding for the Delinquency Reduction Compensation Program, through August 31, 2016.
2. Provide funding for Change Request 3191, in the amount of $52,720.00. (See Attachment)
5. Provide funding for Change Request 3290, in the amount of $950.00. (See Attachment)
The total contract value is increased by $2,186,230.00 from $41,730,383.20 to $43,916,613.20.

PAGE AMERICAN
5 ED-FSA-09-D-0014/0016/0002
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-0014, Task Order
CRIO Cost Date CR Description

3191 $S2,720.00 09/14/2015 CRTitle: BBR- Accrued Interest Notification
The purpose of this CR is to ensure that all Federal Direct Loan

Servicers begin providing enhanced disclosure and strengthened
consumer protection to all borrowers.
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-0014, Task Order

2783 $67,400.00 09/14/201S CRTitle: Screen Shots Records Process
OGC and Department of Justice indicated that FSA needs to

provide additional information to support enforcement of Web
Consolidation notes in the courts. The Servicers shall provide FSA
with samples of what the applicant saw when applying for the
loan. As well as supporting documentation that provides the dollar
amounts consolidated.

323S $65,160.00 09/14/2015 CRTitle: BBR - Last Date to send Billing Statement and Statement
required for ACH, Direct Debit and Paid Ahead Borrowers
In an effort to improve borrower communications, and in

conjunction with the Borrower Bill of Rights, FSAis requiring
additional information be developed and provided to all federally
held loan borrowers. Servicers shall send a monthly billing
statement 21 days prior to a borrower's due date. Also, a
monthly billing statement shall be sent to all borrowers in active
repayment status including those on Automated Clearing House
(ACH), Dlrect Debit, or any borrower who has paid ahead.
PAGE 3 OF 5 ED-FSA-09-D-0014/0016/0002
Attachment Page

3290 $950.00 09/14/2015 CRTitle: Call Center 8ranch-Specialty and Other Monitored Calls
Servicers shall begin providing FSAwith all specialty calls (PSLF,

TEACH, Borrower Defense, Consolidation Servicing, ect.) in the
same manner in which existing inbound and outbound calls are
delivered. Military calls or calls involving veterans shall be delivered
via a live call method, or in a similarly expeditious manner.
PAGE 4 OF 5 ED-FSA-09-D-0014/0016/0002
SCHEDULE Continued
·---, -·

karen.gibson@ed.gov



None
(New line Item)

NTE NTE
0030 Delinquency Reduction Compensation Program 1.00 SE 2,000,000.00 2,000,000.00
Not-to-Exceed $500,000 per Quarter and
Not-to-Exceed $2,000,000 Annually

0202M2015.A.2015. EN B00000.6N5 .2521 A.AAG. 000.
0000.000000
$2,000,000.00
(New line Item)

0202M2015.A.201 5. ENB00000 .6N 5.2521 A.AAJ .000.
0000.000000
$52,720.00
(New line Item)

0202M2015.A.2015. ENB00000 .6N5.2521 A.AAJ .000.
0000. 000000
$67,400.00
(New line Item)


0202M2015 .A.201 5. E NB00000 .6N 5. 2521 A.AAJ .000.
0000.000000
$65,160.00
(New Line Item)
0034 Provide funding for Change Request (CR) 3290. 1.00 SE 950.00 950.00

0202M2015.A.2015. ENB00000 .6N5.2521 A.AAJ. 000.
0000.000000
$950.00

PAGE AMERICAN
5 ED-FSA-09-D-00141001610002
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER
1 Contr;icl IDTHE
CodeFREEDOM OF INFORMATION ACT
7
2 AME:NOMEN l MOUIFICA fl ON NO :I E:FFt::C 111/t::UA fE ·\ ISE:OUISI l lONd'Uf\CHASE: 1\1::.0 NO
0003 SCP HJ. 201:::> EDOFSA-15-001214

fi ISSLJ[D [3Y COD[ FSA-FS2 7 ADMINIST[R[D GY 111olh)' ·h:w rtcrn fil COD[
,/11111d su,,_• l),_•11.,rj,-,, .. I c:! Fdu·. !ll<Jll
:cc,,·!•,r,11E!chl, ,,· -'l.d ',1 .• ·"'" '.-1,p:,ur (,r,; ,,, Sec Block 6
iL<:, -,,,. •·· N~ '·,Li< <>Ir:•
8 NAM[ ANO ADOR[SS or CONTRACTOR, NO Strrcl Country Steik ,md 71P C0dc1
(x)
9A AM[NDMENT OF SOLICITATION NC
Hl(;Ht::I\ FDlJCAll(lN ASSISTANCF Ar;EN(:Y DUNS 00 f1G810'.l '
PtNNSYI VANIA Cage Code 41UK7
120fl NOl--nl I i Tl I ST~EFT
'.lR l)Allll:Sl.l l"ir,.,111,1
FINANCIAi MAN.AGFMFNT !,TH Fl ()(JR
HARl~IS~Ul\l: f-'A I .r 10:C"-11 I
10A MOlJI! ICA!IUN Of CONTRACT,oRnrR NO
X 106 DAT[U ·:0tt ITC.M IJ:
CODE 000301 r4 I /\CILITY COD[ SEr 01 201~,

□ )lw dhO\/() rHJ'llbt:r(:d ',ol1ul:ll1m1 I'., ;111wm1,id d'o ~,it lw:h 11'I1\,rn I,) Tilt -,,1,,1:d,·1!
Offers must ilcknowle(l<Je rece,pl uf \11,scimen(lment p<ror tc, tr,n huur cincl t1c1tnspr,rrf1Pd 111 the sc",lrc1t;it,r,nm n.~ nmonded by one, of the follow111e1 nieH1uU·
(Lli By cornpletrnq ,to·11s e ar>d 15. am! returr•,Inq cuµIe~ of c1rno11dr11enlilJI By c,cKriu,~lnl(jrrrq ·ocCJ<i--'1 ui ti"'> "'"";rrdr11cr11 cn1cdd: '·"PY oi :ri,: of:1ir ~d:m1 I'd~
or ir:J l~V sepc1rnte lettm or telegram wh,ch include~ a reference to :h0o~olac1tat,or and amendmer,t riuoT1bers. ~AILURt: 0~ YOUR ACt<NOVli'I f iJ(:;Mf-Nl 10 CO~
RfCEIVECl A-:- THE PLACE DESIGNATED FOR THE RC('.FIPT OR OFFFRS r''<IOR TO THF HOlJR ANn DA TF SPFCIFIF!l MAY R'::SlJ_ T IN R[JC:C TICN 0°
'(OUR OfTER If tJy virtue of lh,~ arr,endn1ent your de~ re lo d1d11ge an offer cilreody su1Jr111ttedc.uct· d1,mqe n,ay tie mcide L,y :elegrarn o, letter, prov1rlwl each
lele1pc1rn or letter rocikes reference lu the snl1.i:::1ic1t10n_"_nr1 ~-r:'~
,~ r_ec!:_1_v_Pc!_eir~or_
th1:'_<"!_lll___!-:!::1?_m_e~. !!:'_~_:"_ope~1nn 1()U' .and d.ite o.pec,f1ecJ
12 ACCOlJNTINC AND Af"f"ROf"RIATION DATA (If rP(hliH'C) Mod1fir:at1on Amour>! S13 907 50
See Schedule Modification Obligated Amount: S13.907 50
A THIS CHAN(;E ORDER IS ISSUED f"LJRSLJANT TO (Spr,crfy ;iuthorrtyl THE CHAN(;Es SE'T FORTH IN ITLM ,,1 AI-U:. M/\DE IN THE
CON 1 RACT ORD[R NO IN IT[M 10A
El T, IL AElOV[ NUMBERED CONTRACT/ORDER IS MO[")IFIFD TO RFFI FCT THE' ADMINISTRATIVE CHANGES 1c,1wl1.as d1,mges In P·'Y""·;
office. ap;!ropnat,,,n date. elc) '.iFT FORTH IN ITE'~l 1--1.PURSUANT TO !Ill AUTHUf~ITY Of f-AR--lJ HJ'.l1tl)
C THIS SUPPLEMENTAL AGRffMENT IS FNTFRE'[) INTO PURSUANT TO AUTHORlfY OF-
D OTll[R (Spvc1fy :vpl' ufn1od1f1cdl1ur1 dilC dUll,cJrlly1

X f u11r1Ing Only
l.. IMPOf~ I AN l Contractor [x Is 1101 I Is required to sIq11 this document ,md ret1m1 ---
l.opIes to the 1ss,1Inq office
14 DESCRIPTION OF AMENDMENT:'MODIFICA TION I Org.an1zed bv UCF section head,n9s. 1nclud1nq sol1c,1c1l1or1,onntcc1c!
sub1ec1 '77atter whe, e te:1s1ble
The purpose of this mod1f1cat1on Is to prnv1cle cHJd1t1onc1Ifunding for Public Service Loc1r1 Fory1veness Services through approx1mi-ltely S8pte:·1bur
30 2015 The totc1I contract ,mlue is !ncrP3SPd by S1:l.\J(J7 50 from $43.916.613201o $43.930 520 70
All other terms and cond1t1ons remain unchanged.
l~)A NAf.1l ANLl 11ru:: OF SIGNE:R (Typr: orprrnll 1bA NAML ANU 111LL Of CONTRACTIN(; UFFICFR 1Typr· or µrInt1
Karen {]1hsnn
202 'lf/ ,1'181 ~t➔ rrm 1d1snn,,_,:-ortqnv
·~B CUNTRAt:TUR/(Jf·FFRl)R 1':,C DATE Sll,NFn lfiR UNITFn STA TFS OF AMF RICA 1t,C DAT[ SIGNCn
b)(6)
SEP 18 201:',
iS1qn:1t1HPot ;JW'iotl .111thm17Pdto ~1{]!1)
'-"'- 7~-111-111.1~.:::-\11-11 s·1A '\IHRU HHnl .,o. (Rn. lfl-lnJ

1'1c·11<llh I d1I1.-11r:ll!h,lhk J'r,·,,11h,·rl h (,-.;\I \I! I I'< ( I ]{1 c;; ~ I\
SCHEDULE Continued
ITEM NO SUPPLIES,'SERVICES QUANTITY UNIT UNIT PRICF $ AMOUNT S
ContmctInq Officer Karen Gibson 202-377-.-1381

kan'!n q1bson@)ed.gov
Primary Con\r;,rtinq Ott1r.P.r f~Ar,rP.sentat1ve Tammy

Connelly 202 377 3298 tarnmy.conndly@cd gov
Altcmatc Conlmcl1:1g Officer Rcprcscnl.1!1vc(s/

Patrice Washington (202) 3/ f<'l84!1
ratr1cc Wash,ngton@cd ,;iov
Primary Technical l'oint of C::-111:aclNone
Altemc1te Technical Poir~t of Contar.lisJ

None
(New Line ltern 1

0035 Prov1clc P0hlic Sc•v1cc Loan Forgiveness Services I 00 Sc 1390750 1390750
tl1rolJ(Jh approximately September 30 2015
I Accrnm!ing c1nd Apµropnc1t1011 nata

! O?O?M/01~ A 20Ei ENBOOOOO6N5 2:i21A AAC.000
: 0000.000000
'S13.907 50
f"'AGE' 7 or 2 LD FSA 09 [l c1111.1.:l)QHi"rlODl
Pane of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11.c,otm,,,ocode
I 1 I 2
2. AMEND;&NT MODIFICATION NO. 13.EFFECTIVEDATE 4. REQUISITION/PURCHAS:C REO. NO. 15. PROJECT NO. {if applicable)
0004 SEP 21, 2015

6. ISSUEO OY CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6) CODE
Fe<:JeralStudent Aid/M,ss,on Support Gmup See Block 6
830 Firs\ SI NE - Suite 91F3
Washington DC 20202
HIGHER EDUCATION ASSISTANCE AGENCY. PENNSYLVANIA DUNS: 007368103 ~
M
I
ED-FSA
-09-D-0014,00
16
X
' Offers must acknowledge receipt of this amendmen\ prior to the hour and date specified in the solicitation or as amended, by one of 1he following methods·
(a) By completing items 8 and 15. and returning~~- copies of amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or {c) By separa1e letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOVVLEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFlED MAY RESULT IN REJECTION OF
YOUR OFFER. II by virtue of lh1s amendment your desire to change an offer already submitted, such change may be made by telegram or letter. provided each
telenram or letter makes reference to the solicitation and this amendment, and is received nnor to the oneninn hour and date snecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $-13,907.50
Modification Obligated Amount: $-13,907.50
See Schedule
office, appropriation dale, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

-
E. IMPORTANT: Contractor I
is not. Ix is required to sign this document and return 1 copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section t1eadings, including solicitation/contract subject matter where feasible)
The purpose of this modification is to de-obligate funds that were placed on Contract Number ED-FSA-09-D-0014, Task Order 0016, line Item
0035 in the amount of $13,907.50. The total contract value is decreased by $13,907 50 from $43,930,520.70 to $43,916,613 20
Except as provided nere;n, all lerm, and cond;lions o! IM document rcfcmnccd ,n 11cm9A or 10{1,as heretofore cnanged, rema,ns uncllangod and in full loree and effect.
15A. NAME AND TITLE OF SIGNER {Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER {Type or print}
I ,,
Karen Gibson
l /
' '
. '
' ,, \ \/ ,_
;:· \'-' ,. ,, ';,
v . '
\ ',
15B CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
----.
(b)(6) (b)(6)
SEP 21, 2015
.s-
,7•1~J/ ''
(Signa1ure of person authorized to sign) I
NSN 7540-0!-152-8070
' STANDARD FORM 30. (Rev. 10-83)
-
SCHEDULE Continued
----·-
ITEM NO. SUJ>PUES/SERVICES QUANTITY UNIT UNll PRICE $ AMOU~ $
-

karen.gibson@ed.gov


Patrice. Washington@ed.gov

None
(Changed Line Item)

0035 De-obligation of funds ($13,907.50) 1.00 SE 0.00 0.00

0202M2015.A.2015. ENB00000.6N5.2521A.MG.DOD.
0000.000000
$0.00
...
PAGE 2 OF 2 ED-FSA-09-D-0014/001610004
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' Coo1,actlDCode

I
Paneof Panes
1 I 2
0005 SEP 24, 2015 EDOFSA-15-001306
United States Department of Educauon
830 First St NE - Su rte 91 F3
Washington DC 20202
Katharine H,11202-377-4215 katharine.h1ll@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO .. Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
~

EO-FSA-09-0-001410016
X

Offers must ackno\Medge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:
or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNO\tv'LEDGMENT TO BE
telearam or letter makes reference to the solicitation and this amendment, and is received orior to the ooenina hour and date soecified.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: $5,422,560.94
See Schedule
! 13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

X Funding Only
E. IMPORTANT: Contractor ix is not, I is required to sign this document and return copies to the issuing office.
The purpose of this modification is to provide additional funding for Title lV Aid and Public Service Loan Forgiveness Servicing, through
approximately December 31. 2015. The total contract value is increased by $5,422,560.94 from $43,916,613.20 to $49,339.174.14.
Excepl as proo,ded herein. all terms and conditions o! the document referenced in ,tern 9A or 10A. as heretofore changed. remains unchanged and in full fo~e and effect.
15A. NAME AND TITLE OF SIGNER (Type or print} 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
I
! (b)(6)
'
SEP 24, 2015
{Signature of person authorized to sign) /Sirlna\ure of vontractina Officer)

-
NSN 7540-01- ! )2-8070 STANDARD FORM 30. (llcY. I0-83)
SCHEDULE Continued
JTEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNlT PRICE S AMOUNT$

karen.gibson@ed.gov



None
(New Line Item)

0036 Provide funding for Public Service Loan Forgiveness 1.00 SE 521,249.50 521,249.50
Services, through approximately December 31, 2015.

0202M2015.A.2015.ENB00000.6N5.2521A.AD1 .000.
0000.000000
$521,249.50
(New Line Item)
0037 Provide additional funding for Title IV Aid Servicing, 1.00 SE 4,901,311.44 4,901,311.44
through approximately December 31, 2015.

0202M2015.A.2015. EN 800000 .6N5.2521 A.MG. 000.
0000.000000
$4,901,311.44

PAGE AMERICAN
2 ED-FSA-09-D-0014/0016/0005

11. Contract ID Code I Paae of Paaes
I 1 I 2
0006 SEP 25, 2015 EDOFSA-15-001318
Un,ted States Oepartment of Education
Federal Student Aid/M,ssion Support Group See Block 6
830 F11'$ISt NE - Suite 91F3
Washington OC 20202
(x)
~

ED·FSMlS-0-0014/0016
X
teleoram or letter makes reference to the solicitation and this amendment, and is received □ rior to the onenino hour and date soecified.
See Schedule
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE !N THE
office, appropriation date, etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103{b).

X Funding Only
The purpose of this modification is to provide additional funding for Title IV Aid Servicing, through approximately December 31, 2015. The total
Except as pro,ided herein. all terms and cond,Lions of the document referenced ;n item 9Aor 10A. as heretofore chang~d. remains unchanged and in full foree and effect.
Karen Gibson
(b)(6)
SEP 25, 2015
(Signature of person authorized to sign) ISilinature of Contractino Officer\

NSN 7540-01-152-8070
.. •
S IANDARD FORM 30. (Rev. 10-83)
SCHEDULE Continued
lTEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE$ AMOUNT$

karen.gibson@ed.gov



None
(New Line Item)

through approximately December 31, 2015

0202M2014.A.2015.ENB00000.6N5.2521A.AAG.000.
0000.000000
$1,590,867.00
(New Line Item)
0039 Provide additional funding for Title IV Aid Servicing, 1.00 SE 290,784.23 290,784.23
through approximately December 31, 2015

0202M2015.A.2015 .ENB00000 .6N5.2521 A.AAG.000.
0000.000000
$290,784.23

PAGE AMERICAN
2 ED-FSA-09-0-0014/0016/0006
1. CONTRACTID\.ODE PAGE o, PAGES

' I '
"
, I h..AT ,. ,,. 4. R~QUI I ION/ UR Q.Nv. 15.
PROJECT
N (lropp1,,,,,e,
'ED-"S~-09-D-0014/0016P00008 03/03/2016 "
6. ISSUEDBY CODE PSh-!'S:l 7. ADMINISTERED
BY (If orher thon /rem 6) CODE PSA-ACQ
FSA-FS2 FSA-ACQ
Feder.al Student Aid/Mission Support Group, First FSA - Acquisitions, First St NE . Suite 911'3
Suite
. 91F3 "'' " Washington, OC, 20202, ''°OS
"'
Washi~gton, OC, 20202, OS
S. NAME ANDADDRESSO CONTRACTOR
HIGHEF
STREE":,
EDUCATION ASSISTANCE AGENCY, PENNl00030'/74),
RECEIPTS OPERATIONS 5TH FLOOR,
/No, weei, county, 5rateano ZIPCoae}
HARRISBURG,
1200
"·
NORTH 7TH
171021444, OS
=
i
9A.AM
'"' CIATIONNO.
ao. ,co ElltM IJJ
70A. MODIFICATIONO CONTRACT/ORDER

NO.
ED-FSA-09-D-0014/0016
~ 108.0ATED (SEE ITEM 13)

09/01/2015
CODE 00030774 !FACILITYCODE
"· '"
0 The above numbered solicitation i, amended a, ,etloflh in Item 14. The hour and date ,pecified ror re<:eiptof Offers 0 i, extended. 0 isnote•tended.
Offers must acknowledge receipt ofthi, amendment prior to the hour and date specified in the solicitation or a, amended. by one of the following methods:
(al By completing items Band 15. and returning copies of the amendment; lb) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (cl By5eparate leuer or telegram which includes a reference to the solicitation and amendment numbers. FAILUREOF YOURACKNOWLEDGMENTTO BE RECEIVEDAT IBE PLACE
DESIGNATEDFORTHE RECEIPTOF OFFERSPRIORTO THE HOUR AND DATE SPECIFIEDMAY RESULTIN REJECTIONOF YOUROFFER. If by viflue ofth;, omendmentyour desire to change an offer
already '"bmitted,, such,cha.nge may be made,byteleoramnr letter. D/Pvided each telegram or letter makes reference to the sol,citat1on and this
amemlmem, and" received prior td the openmg houT and date speti 1ed.
12.ACCOUNTINGAND APPROPIRATIONDATA (ti required)
13, THIS ITEM ONLY APPLIESTO MODIFICATION OF CONTRACTS/ORDERS.

IT MODIFIESTHE CONTRACT/ORDERNO. AS DESCRIBEDIN ITEM 14,
CHECKONE A, THISCHANGE ORDERIS ISSUEDPURSUANTTO: /Spec,,yaur or,ry) He CHANGESSETFORTHIN ITEM 74 AREMADE IN THE CONTRACTORDER
NO, IN ITEM JOA.
□ THE ABOVENUMBEREDCONTRACT/ORDERIS MODIFIED TO REFLECTTHE ADMINISTRATIVECHANGES (suchas changes '" paying offace.
□ oppropf/OtJOr1 J SETFORTHIN ITEM 14. PURSUANTTOTHEAVTHORITYOF FAR 43.7031b).

dote, er,.
HIS aUPPL~McN AL AGRccMcNT IS cN, cRcu IN UR AN ,uAU liOnl , uc:
IZJ" FSA 43-l Change Request
,,peca,ytypeo mou, 1rnrwr1ar1uaufooriry,

Modifications
E, IMPORTANT: Contractor ~ is not, D is required to sign this document and return copies to the issuing office.
74. DESCRIPTION
OF AMENDMENT/MODIFICATION( Organ.zedby UCFsecr,on lreadingi,mcludmgsa/iciratwnJconrracr
,ubjea marter where lea,.bie.)
MODIFICATION CONTROL NUMBER ED - FSA· 09 -D - 00 14 /00l6POOO OB
SUMMARYOFCHANGES The purpose of this modification is to incorporate the following Change Requests ICR)
into Contract Number ED-FSA-09-D-0014, Task Order 0016 (see attachment).
Except as provided herein, all terms and conditions of the document reforenced in Item 9A or 70A. a, hereto/ore changed, remains unchanged and in lull force and effect
15,,.N ,,ypeorprmr 1 l6A. NAMt: ANDTITU: OF CONTRA(.! ING OH-1,_Ln f Iype orprim
' Gibson, Karen
Contracting Officer
\ 58. CONTRACTORJOFFEROR 15L.0AIE~IGNED 168. UNITEDSTATESOF AMERICA b)(6) 76C.OATESIGNEO
II Signed I G~bsor., 03/03/2016
(Signatureof person autlaa,iud ro s,gn)

'"
(S,gnorureor Comroe mg cer, /
NSN7540•07· 152-8070 STANDARDFORM 30 (REV_10·831

Previous edition unusable Prescnbed by GSA FARl46 CFRI53.243
Summary of Changes
Change Request Summary Modification
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0013 Task Order 0016.
Line Item is required.
3234 $0.00 11/512015 In conjunction with the Borrower Bill of Rights, this change request
supports an ongoing effort to improve borrower communications.
Servicers include additional information on the monthly billing
statement which includes the amount of the last payment made,
amount of principle interest, and fees, and the payment effective
date.
3370 $0.00 11/23/2015 The purpose of this change request is to support the development
of borrower communications in response to the Student Aid Bill of
Rights. Servicers shall send e-mails to borrowers about Public
Service Loan Forgiveness (PSLF) and provide a report on those
borrowers who received the e-mail and called their servicer.
3430 $0.00 12/31/2015 The purpose of this change request is to display the new mailing
address and fax number for the FSA Ombudsman group.
Servicers shall update all impacted customer service procedures,
websites, and other documents to reflect the new information.

11.
CONTRACTID CODE oc PAGES
IPAGE~
I '
2. AMENDMENT/MODIFICATIONNO. 3. EFFECTIVE
DATE 4. REQUISITION/PURCHASE
REQ.NO. 15.PROJECTNO. (lrappuwle!
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6. ISSUEDBY CODE p-; ,. 7. ADMINISTEREDBY (lforherrhan /rem 6} CODE I
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~
::r::,:::::?.:::DU:::AIION ASSISIAN:::::: A::,:::N:::Y, ?:::NN 1C·C·C•5C•,.,'~)' u,x, NO?T: ,'r::
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'
9B. DATED (SEEITEM 11!
MODIFICATIONOF CONTRACT/ORDER
NO
'°'
H;-F:-;A-~9-L;-~~ I ··I;~~ I0
~ 10B. DATED (SEE ITEM 13)

C·01C·l1n•l~
CODE ~~~c;~n.-1 IFACILITYCODE

11, I
' " "
D The above numbered sol1c1tat1onIs amended a, set forth in Item 14. The hour and date specified for receipt of Offers D Is extended, D Is not extended.
lo)By completing item\ 8 and 15, ond returning copies of the amendment, (bl By acknowledging receipt of this amendment on each copy of the offer subm11ted,
or le) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILUREOF YOUR ACKNOWLEDGMENT TO BE RECEIVEDAT THE PLACE
DESIGNATED FOR THE RECEIPTOF OFFERSPRIORTO THE HOUR AND DATE SPECIFIEDMAY RESULTIN REJECTIONOF YOUR OFFER. lfby virtue of this amendment your desire to change an offer
already submitted, such change mav be made_by teleqram or letter, Pfovided each telegram or letter makes reference to the solic1tat1on and this
amenc:lment, and Is received prior 16 the open mg hour and date spec, Ied.
12 ACCOUNTING AND APPROPIRATION DATA /Ifrequired}

CHECKONE A THIS CHANGE ORDER IS ISSUED PURSUANTTO: (5pecifyaur!wmy) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER
NO. IN ITEM 1OA.
□ THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECTTHE ADMINISTRATIVE CHANGES
□
/,uch a, change, in payrng office,
appropmJtiondate, etc. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
THIS SUPPLEMENTAL AGREEMENT IS ENTEREDINTO PURSUANTTO AUTHORITY OF:
FAR 52.212-4(c)(1) Contract Terms and Conditions - Commercial Items (MAR 2009) - TAILORED
OTHER 1Spec,y type or mo i 1cotionanaai,tnonty!
E. IMPORTANT: Contractor lgj is not, D is required to sign this document and return copies to the issuing office.
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg solic,rar,on/conrrncr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c, 1 1
SUMMARY OF CHANGES :-;pp cc.nt i mi.st i c.n °.J-,ppt.
Except as provided herein, all terms and cond1t1ons of the document referenced ,n Item 9A or I OA, as heretofore changed, remains unchanged and ,n full force and effect.
15A NAME AND TITLE OF SIGNER (Type or pnnr) 16A NAME AND TITLE OF CONTRACTING OFFICER /Type or pnnr)
Gil:-::scn, Kc.r en
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
15B CONTRACTOR/OFFEROR 1SC. DATE SIGNED 16B UNITED STATESOF AMERICA 16C. DATE SIGNED
u S1 qr.Pd ,:;, h~.,r., F~,-pr_ n~. n,, 2n1c

/Signature of person aurhor,zed ro <1gn)
' (Signature of Conrmcri11g Officer}
NSN 7540-01-152-8070 STANDARD FORM 30 (REV.10-sJJ
Previous ed,t1on unusable Prescribed by GSA FAR {48 CFRI 53.243
ED-FSA-09-D-0014/0016P00011
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request {CR) 3602. The total contract value is increased by
$37,795.00 from $101,111,654.37 to $101,149,449.37.

Line Items Added:

Number
0016 Change Requests, individually 37795 DO
negotiated in accordance with the
terms and conditions for the IDIQ.
Unit Price $1.00
Extended Price $37,795.00
Description: CR 3602 - In association with change request (CR) 3589, the purpose of this change request is
to instruct servicers to send all SCAF files, held and future legacy consolidation activities, to the LC support
vendor. Servicers shall manually close out unsolicited transactions.



0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000

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lo)By completing item\ 8 and 15, ond returning copies of the amendment, lb) By acknowledging receipt of this amendment on each copy of the offer subm11ted,
12 ACCOUNTING AND APPROPIRATION OATA /Ifrequired}

NO. IN ITEM 1OA.
□
OTHER 1Spec,y type or mo i 1wtion anaai,tnonty!

::' ~,"-1.i.:,:3 0:,1,
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg solic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c, 1 ;
SUMMARY OF CHANGES :-;pp cc.nt i mi.st i c.n °.J-,ppt 0 ••
Gil:-::scn, Kc.r en
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
15B CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B UNITED STATESOF AMERICA 16C. DATE SIGNED
u S1 qr.Pd ,:;, h~.,r., F~,-pr_ n~. 15, 2n1c

Previous ed,t1on unusable Prescribed by GSA FAR {48 CFR] 53.243
ED-FSA-09-D-0014/0016P00012
Page 2 of 3
Summary of Changes
The purpose of this modification is to provide funding for Title IV student loan servicing and Public Loan Service Forgiveness in
accordance with the terms and conditions of the 1010 and the pricing specified in the Pricing Exhibit (Section 8). The total contract
value has increased by $12,008,500.00 from $101,149,449.37 to $113,157,949.37.

Line Items Added:

Number
0017 Title IV student loan servicing in 11937000 DO
accordance with the terms and
conditions of the IDI0 and the pricing
specified in the Pricing Exhibit
(Section B}.
Unit Price $1.00
Extended Price $11.937,000.00
I Description: Provide Title IV Aid Servicing through approximately April 24, 2016.

I Funded Amount $11,937,000.00
ED-FSA-09-D-0014/0016P00012
Page 3 of 3

Number
0018 Public Service Loan Forgiveness in 71500 DO
conditions of the IDIQ and the pricing
(Section B).
Unit Price $1.00
Description: Provide PSLF through approximately April 24, 2016.



0202M2016.A.2016.610000.ENB00000.6N5.2521AAAAG.000.N.0000.000000.000000

0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AD1 .000.N.0000.000000.000000
11.
CONTRACTID CODE
EL, F.S/\ )9 L, ))1'J/))16P)))13 04, > 20>: .See .S,:hedule
6. ISSUEDBY CODE 7. ADMINISTEREDBY (lforherrhan /rem 6} CODE L,.·,-,-,
==---
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~
□ 9B.DATED (SEEITEM/1)
I OA MODIFICATIONOF CONTRACT/ORDER
NO
IXI,~□~-;;~:~~ (~:~~~~~ 1:J~

9 1
I
0
C·01C·l1n•l~
IFACILITYCODE
11, I
' " "
(o)By completing item\ 8 and 15, ond returning copies of the amendment, (bl By acknowledging receipt of this amendment on each copy of the offer subm11ted,
already submitted, such cha.nge mav be made_by teleqram or letter, 01ovided each telegram or letter makes reference to the solic1tat1on and this

NO. IN ITEM 1OA.
□ THE ABOVE NUMBERED CONTRACT/ORDER 15MODIFIED TO REFLECTTHE ADMINISTRATIVE CHANGES
□
apprormnion date, etc. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg so/ic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 -' 'c,c, 1 r;:,c,c,c, 1 '\
SUMMARY OF CHANGES :-;pp cc,nt i mi.st i c,n °,J-,ppt 0,
I5A NAME AND TITLE OF SIGNER (Type or pnnr) I6A NAME AND TITLE OF CONTRACTING OFFICER /Type or pnnr)
Kc.ng, Sec
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
I5B CONTRACTOR/OFFEROR 15C. DATE SIGNED I6B UNITED STATESOF AMERICA 16C. DATE SIGNED
u S1 qr.Pd F~r.q, s_-,_-, '..'~, 2~ ,2n1G

0

' (Signature of Conrracri11g Officer}
ED-FSA-09-D-0014/0016P00013
Page 2 of 4
Summary of Changes
The purpose of this modification Is to provide funding tor Change Requests (CR) 3527, 3535, 3560. 3577, 3583, 3603. and 3639. The total contract value
is increased by$268.525.80 from $113,157,949.37 to $113,426.475.17.

Line Items Added:
Line Item 0019 is added as follows
Item Number Base Item Number Supplies/Services Quantity Unit

0019 Change Requests, individually negotiated in accordance 15605 DO
with the terms and conditions for the IDIO.
Unit Price $1 00
Description CR 3527 - The purpose of this change request is to communicate the FY16 Financial Audit Support Requirements for
Loan Services and the changes made by FSA detailed in the provided handout. All servicers shall make appropriate changes as
outlined In the audit handouts and provide a completed compliance statement.


0020 Change Requests, individually negotiated in accordance 202840.8 DO
with the terms and condItIons for the IDIO.
Unit Price $1.00
Description: CR 3535 - The purpose of this modification is to analyze the impact of borrowers with loans serviced at more than
one federal servicer or both federal and non-federal servicers, borrowers with "split status". The servicers shall research to
determine if the borrower's loan delinquency could have been reduced or resolved. In addition, the servicer shall analyze their
findings, recommend action, and document progress via spreadsheet.
Funded Amount I $202.840.80
ED-FSA-09-D-0014/0016P00013
Page 2 of 4

with the terms and conditions tor the IDIO.
Unit Price $1.00
Description: CR 3560 - This change request is created to support NSLDS's findings of reporting inconsistencies that should be
resolved. Federal loan servIcers shall report a Discharge Record Type with "DI01" discharge type when reporting a discharge for
Veteran's Disability (VA loan status): servicers shall combine Baseline and General Payments into a Baseline Payment on the
Payment Record Type (BJ) when a Baseline and General Payment are effective on the same day.
Funded Amount I $8,400.00

Unit Price $1 00
Extended Price $3,180 00
Description CR 3577 - The purpose of this change request is to establish the 2016 ICR Income Percentage Factors to be used by
FSA servicers. In accordance with Federal Regulation 685.209(a)(2)(i). ICR plan. servicers shall include the update ICR formula
calculate the borrower's monthly payments.
Purchase RequIsItIons EDENFS16000279

Unit Price $1.00
Description: CR 3583 - The purpose of this change request is to implement the 2016 Revised Public Service loan Forgiveness
(PSLF) Employment Certification Form approved by the Office of Management and Budget. The PSLF and federal servIcers shall
replace the current Employment Certification Form (ECF) on their system(s), website(s). and in borrower communications with the
0MB approved form.
ED-FSA-09-D-0014/0016P00013
Page 2 of 4

0024 Change Requests, individually negotiated in accordance 8300 DD
Unit Price $1.00
Description: CR 3603 - This change request was created to implement the revised requirement for the Cyber Security and Privacy
Awareness Training (CSPA) for FY16. All supporting contractors shall complete three security training courses throughout the year
and contractors are to provide a report that reflects the completion level of each course which includes the appropriate roster
information.
Funded Amount! $8,300.00

Unit Price $1.00
Description CR 3639 - The purpose of this change request to utilize the new version of the Loan Consolidation Interface (LCIP)
files with the Federal Perkins Servicer (CR 3053). All servicers shall use the new version 1.3 LCIP schema and Loan
Consolidation Inquiry and Payoff Interface Schema Layout as of the implementation of CR 3053 anticipated tor 411512016.
Purchase RequIsItIons EDENFS16000262


0202M2016.A.2016.61 0000. EN B00000.6N5 .2521A.A.AAJ.000. N.0000.000000.000000

11.
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:c;-;A-C''.-;) FSA ACC,
_'e::!er,,l ,;t.x:!e~,t. Ai::!IY:i:;:;io~, ,;~ncort. :;ro~rc, s:;,::, _·ir:st. ,;t. F.S/\ /\,:qui::silicn::s, )',) ) Fir ::aL .SL NC .Sui Le 91F3
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NO
'°'H;-F:-;A-~9-L;-~~ I,•];~~ I0

C·01C·l1n•l~
CODE ~~~)~77-·] IFACILITYCODE

11, I
' " "
D The above numbered sol1c1tat1on1samended a, set forth in Item 14. The hour and date specified for receipt of Offers D 1sextended, D 1snot extended.
lo)By complet,ng item\ 8 and 15, ond returning copies of the amendment, (bl By acknowledging receipt of this amendment on each copy of the offer subm11ted,
DESIGNATED FOR THE RECEIPTOF OFFERSPRIORTO THE HOUR AND DATE SPECIFIEDMAY RESULTIN REJECTIONOF YOUR OFFER. lfby virtue of this amendmenl your desire to change an offer
alreadv submitted, such change mav be made_by teleqram or letter, Pfovided each telegram or letter makes reference to the solic1tat1on and this

NO. IN ITEM 1OA.
□
apprormn,on date,ere. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
OTHER 1Spec,y type or mo 1 1cationonaai,tnonty!

-:SA ~5 1 ::; .cl:,')'-' ?.rc:prc~l '.,'.,_•J.i.L.i.cc1l.i.'.'.D
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg so/1c1rar1on/canrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 -' 'c,c, 1 r;:,c,c,c, 1 -'
SUMMARYOFCHANGES ThP purpc. 0 ,p c.~ thic, mc.r1i~icr.tic.n ;,, tc. incc.rpc.rr.tP tl·,p ~c.llc.wing ,:J-,r.ngP RPqupc,tc, 1,:RJ
inlc C.cnLLc.cL Nwnbc-L EC FSA J~ C JJ1'1, Tc.~k 0ukL JJlG (~cc c.Llc.chmcnll
All c.thPr tPrmc, r.nrl cc.nrlitic.nc, rpm.sin unchr.ngPrl.
Kc.ng, Sec
c.,r_-,-~.--,r.q (,ff, _-p,-
u S1 qr.Pd F~r.q, s,-,,-, ns, 1G, 2n1c

/Signature of person authorized ro <1gn)
Previous ed,11on unusable Prescribed by GSA FAR {48 CFR] 53.243
ED-FSA-09-D-0014/0016P00014
Page 2 of 2
Summary of Changes
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014 Task Order 0016. There is no cost associated with the
Change Requests below. Therefore, no funds are needed and no corresponding Line Item is required.
3436 0.00 1114116 The purpose of this change request Is to implement the new ReaffIrmatIon Agreement form
for borrowers who lost eligibility for federal student financial aid due to exceeding the annual
or aggregate loan limit.
3538 0.00 3/1116 The purpose of this change request Is to raise awareness for borrowers about their options
for repayment. particularly income-driven repayment (IDR) plans, and the potential for loan
forgiveness should they work for a public service organization Servicers shall track and
report on the results from this email campaign.
3543 0.00 3122116 The Department no longer has a valid business need to justify COD reception of SVCCODIN
files from FSA Servicers Therefore servicers shall discontinue use of the SVCCODIN
message class and confirm that there is no adverse impact to the operations as a result of
the discontinuance. In addItIon, servIcers shall provide a timeframe for purging the message
class from the system.
3544 0.00 3117116 Due to the departure of FSA staff, servicers shall update all impacted letters for Control Mail
and replace the FSA signature with the new contact.
3551 0 00 2118116 The purpose of this change request is to incorporate the 2016 Poverty Guidelines upon
payment calculations for Income-driven Repayment (IOR) plans. Servicers shall replace the
current rehab payment calculator with the guIdelInes defined for 2016.
3554 0 00 2126116 Servicers shall change any reference to ESA/Edfinancial to HESC/Edfinancial in all external
communications. correspondence and/or display.
3589 0.00 311/16 The purpose of this change request is to cease Legacy Consolidation interface with COD.
Servicers shall shut down the Legacy LC Payoff interface
3601 0.00 3114116 The purpose of this change request is to implement the servicer adjustment spreadsheets to
DMCS. Serv1cers shall only use the provided updated versions of the only two FSA
approved spreadsheets for sending manual adjustments (Transfer Adjustment Spreadsheet
and Non-Transfer Adjustment Spreadsheet).

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12 ACCOUNTING AND APPROPIRATION OATA /If required}

NO. IN ITEM 1OA.
□
apprormn,on date, etc. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
OTHER 1Spec,y type or mo 1 1cotionanaai,tnonty!

::' ~,"1.i.:,,3 0:,1,
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg sol1c1rar1on/conrrncr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c, 1 "·
SUMMARY OF CHANGES :-;pp cc.nt i mi.st i c.n °.J-,ppt
Kc.ng, Sec
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ED-FSA-09-D-0014/0016P00015
Page 2 of 2
Summary of Changes
The purpose of this modification Is to provide funding tor Title IV student loan setvicing in accordance with the terms and conditions ot the IDIO and the
pricing specified in the Pricing Exhibit (Section B). The total contract value has increased by $50,489.500.00 from $113.426,475.17 to $163,915,975.17.

Line Items Added:

0026 Title IV student loan setvicing in accordance with the 50259000 DO
terms and conditions of the IDIO and the pricing specified
in the Pricing Exhibit (Section B).
Contract Type Firm Fixed Price
Unit Price $1.00
Extended Price $50,259.000.00
Description: Provide funding tor Title IV student loan servIcIng.
Funded Amount $50,259,000.00
Item Number Base Item Number SupplieslSetvices Quantity Unit

0027 Public Service Loan Forgiveness in accordance with the 230500 DO
terms and conditions of the 1010 and the pricing specified
Unit Price $1.00
Description: Provide funding for Public Setvice Loan Forgiveness {PSLF).


0202M201 6.A.2016.61 0000. EN B00000.6N5 .2521A.A.AD 1.000. N.0000 .000000. 000000
11.
CONTRACTID CODE
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and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVEDAT THE PLACE
or le) By separate letter or telegram which includes a reference to the solicitation
DESIGNATEDFORTHE RECEIPTOF OFFERSPRIORTO THE HOURAND DATESPECIFIEDMAY RESULTIN REJECTION OF YOUROFFER.lfby virtue of this amendmenl your desire to change an offer
alreadv submitted, such change mav be made_by teleqram or letter, 01ovided each telegram or letter makes reference to the solic1tat1onand this
amenc:lment, and 1srece,vec:Iprior 16 the open mg hour and date spec, red.
12 ACCOUNTINGAND APPROPIRATION
DATA /Ifrequired}

CHECKONE A THISCHANGEORDERISISSUEDPURSUANTTO: (5pecifyaur!wmy) THE CHANGESSETFORTHIN ITEM 14 AREMADE IN THECONTRACTORDER
NO. IN ITEM 1OA.
□ THE ABOVENUMBEREDCONTRACT/ORDER IS MODIFIEDTO REFLECTTHEADMINISTRATIVECHANGES
□
appropmHion date, ere. ) SETFORTHIN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR43, 103{b),
THISSUPPLEMENTAL
AGREEMENTISENTEREDINTO PURSUANTTO AUTHORITYOF:
OTHER 1Spec,y type or mo i 1cationanaai,tnonty!
14 DESCRIPTION
OF AMENDMENT/MODIFICATION{ Organized by UCF secrrn11heading<, mc/udmg so/ic,rar,on/canrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 -' 'c,c, 1 r;:,c,c,c,1 r;
Except as provided herein, all terms and cond1t1ons of the document referenced ,n Item 9A or I OA,as heretofore changed, remains unchanged and ,n full force and effect.
I5A NAME AND TITLEOF SIGNER (Type or pnnr) I6A NAME AND TITLEOF CONTRACTINGOFFICER /Typear pnnrJ
Kc.ng, Sec
c.,r_-,-~.--,r.q (,ff, :p,-
I5B CONTRACTOR/OFFEROR 15C. DATESIGNED I6B UNITEDSTATESOF AMERICA 16C. DATESIGNED
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Previous ed,11onunusable Prescribed by GSAFAR{48 CFR]53.243
ED-FSA-09-D-001410016P00016
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR) 3701 The total contract value is increased by $55,200.00 from
$163,915,975.17 to $163 971,175 17

Line Items Added:
Item Number Base Item Suppl1es/Serv1ces Quantity Unit

Number
0028 Change Requests, individually negotiated in accordance with 55200 DO
the terms and conditions of the IDIO and the pricing specified
in the Pricing Exhibit (Section BJ.
Unit Price $1.00
Extended Price $55 200.00
I Description: CR 3701 - Due to an agreement between the Federation for the Blind and the Department, select Office of
Management and Budget (0MB) approved forms must be made 508 compliant by converting forms to HTML forms wizards, this
change request require servIcers to comply with the requirement provided and shall update impacted forms.


0202M201 6.A.2016.61 0000. EN B00000.6N5 .2521AAAAJ. 000. N.0000.000000. 000000
11.
CONTRACTID CODE
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and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVEDAT THE PLACE
or le) By separate letter or telegram which includes a reference to the solicitation
alreadv submitted, such change mav be made_by teleqram or letter, 01ovided each telegram or letter makes reference to the solic1tat1onand this
amenc:lment, and 1sreceived prior 16 the open mg hour and date spec, red.
DATA /Ifrequired}

NO. IN ITEM 1OA.
□ THE ABOVENUMBEREDCONTRACT/ORDER IS MODIFIEDTO REFLECTTHEADMINISTRATIVECHANGES
□
/,uch a, change, m payrng office,
appropmHion date, ere. ) SETFORTHIN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR43, 103{b),
THISSUPPLEMENTAL
AGREEMENTISENTEREDINTO PURSUANTTO AUTHORITYOF:
OTHER 1Spec,y type or mo i 1cationanaai,tnonty!
14 DESCRIPTION
OF AMENDMENT/MODIFICATION{ Organized by UCF secrrn11headmg<, mc/udmg so/ic,rar,on/camracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 -' 'c,c, 1 r;:,c,c,c,1 7
Except as provided herein, all terms and cond1t1ons of the document referenced ,n Item 9A or I OA,as heretofore changed, remains unchanged and ,n full force and effect.
I5A NAME AND TITLEOF SIGNER (Type or pnnr) I6A NAME AND TITLEOF CONTRACTINGOFFICER /Typear pnnrJ
Kc.ng, Sec
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ED-FSA-09-D-001410016P00017
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Requests (CR) 3584 and 3691. The total contract value is increased by $45,650.00
from $163.971, 175.17 to $164,016,825.17.

Line Items Added:

0041 Change Requests, individually negotiated in 36660 DO
accordance with the terms and conditions of the IDIQ
and the pricing specified in the Pricing Exhibit
{Section B).
Unit Price $1.00
Description: CR 3584 - Servicers shall replace the current Income Driven Repayment Plan request form on their systems.
websites and in borrower communications with the approved Office of Management and Budget form.


accordance with the terms and conditions of the IDIQ
and the pricing specified in the Pricing Exhibit
{Section B).
Unit Price $1.00
Extended Price I $8,990.00
Description CR 3691 - The purpose of this change request is for servicers to replace the Direct Loan, FEEL and Perkins Loan
General Forbearance Request forms on their systems and websites with the General Forbearance Request Extended Form. In
addition, the servicers shall create an HTML form wizard for the revised form.

Distribution 1 is added to the line item 0041

202M2016.A.2016.61 0000. EN B00000.6N5.2521 A.A.AAJ.000. N.0000.000000.000000

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ED-FSA-09-D-001410016P00018
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR) 3578. The total contract value is increased by $109.930.00 from
$164 016,825 17 to $164,126,755.17.

Line Items Added:

Number
0043 Change Requests. IndIvIdually negotiated 109930 DO
in accordance with the terms and
conditions for the 1010.
Unit Price I $1.00
Description: CR 3578- The purpose of this change request is for servicers to replace the revised forms on their systems
and websites with forms approved by the Office of Management and Budget.
Purchase Requisitions · EDENFS16000308

Distribution 1 is added to the line item 0043. 0202M2016A2016.61 OOOO.ENB00000.6N5.2521AAAAJ.OOO.N.0000.000000.000000

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□
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c, 1 9
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ED-FSA-09-D-001410016P00019
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Requests (CR) 3559 and 3666. The total contract value is increased by
$244. 760.00 from $164,126,755.17 to $164,371.515.17.

Line Items Added:

Number
accordance with the terms and conditions of the
IDIQ and the pricing specified in the Pricing Exhibit
(Section 8).
Unit Price I $1.00
Description: CR 3559 - The purpose of this change request is to address the incorrect set-up of fixed rate loans disbursed
between 2/1/1999 and 6/30/1999: these loans should have been set-up with variable interest loans. Servicers shall update
the interest rate from fixed to variable and provide the necessary interest/ principal adjustments for the loans. Servicers
shall also use the established post transfer process for accounts transferred between servIcers.
Funded Amount $239,590 00

Number
accordance with the terms and conditions of the
IDIQ and the pricing specified in the Pricing Exhibit
(Section 8).
Unit Price I $1.00
Description: CR 3666 - The purpose of this change request is to require the servicers to match their servicing portfolios to
the DoD database from August 14 2008 through July 1, 2013 which consists on two phases Servicers shall report the
volumes to FSA after the match has been completed for the servicing portfolio. Moreover. servicers shall implement the
interest rate adjustment process for all borrower categories upon FSA's guidance once the match {for each year)
completed.


0202M2016.A.2016.61 0000. ENBOOOOO. 6N5 .2521 AAAAJ. 000. N.0000.000000. 000000
1.~CN HACIIU( e m PAC.lS

AMENDMENT OF SOUCITATION/M0D1FICATION OF CONTRACT rACi!al
I
2:A~••rwM,r<o/Mvuo-1LA11vr i·Kf 3.rtt•Cll'IEOAIE
'· UbltiuN/ U~LH So. I S.PAOJ ,o. (! opp"~'• '
SU-FSA-09-0•00l4/00!6P00020 06/2~/2016
6.1$SUEOBY ~ rs;..;.q: 7.AOMINISTEEOBY OJ
/I Olhtflhan//em
'"' lss1.·AC"J
FSA·FS2 2SA-ACQ
Federal
NS -
Washington,
Suite
Student
9:n
00,
Aid/Mi.1,:ii.on
20202,
Support Group, 830 First
" FSA - Acquisition::,
Washington.
"'· 20202,'" us Fir:it
" " - su;_te 9lt3
"'
-·~
8.NAM ANQADO! ffOmHAU<1R 11Jo.!Ire<'.county,Sro,,ana ,.,. ,.;ot1•1 9A.AMmu~,rn, vi ~U(IAJIQN NO.
HIGHER EOUCATION ASSlS?AllCS AGalNC"!, PENN(00030774}, 1200 NORTH 77H

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9B.UA, • .,
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,.,ION vc LvN,..,. ...i/oR.. ,"NO.
-,x ED-FSA-09·0-00l4/00l6
108.0A,e., /SEEITEM13)
09/0:/2015
CODE 00030774 IFACILIIY CODE
11. 1 .,
"
0 la,tendod.
Offe,i rnust acl<nowlc-dg~receipt of this arnendmem prl<lr10the hour and date Spl'Cincdin the sollc~otlonor J<amendcd. by om, ol!hc r011o·Mng method!:
(a]Bycompleting •tcmsS~nd 15.and ,Nurnlng coplcs ohhcomcndmonl; (b) Byi1Ckl10wled9ing ,eccip\ of this amondmonl on c;,c:hcopy of the offer,ubmit'l<:<l;
or (clOy,ep.,ro1e lone, or !clogrom which Include; a 1efe,cncc10 the sol;citationand amendment numlx,!S. FAILU~€OF VOUR ACKNOWLEDGMENT TOBE~ECEIV!:D ATTr!!:PLACE
DESIGNATEDfOII THE~1:CEIPT OF OFFERSPRIORTO THEHOURANO OATI:SPECIFIED MAYFIESULTIN REJECTION OFVOUII OFFER Ifby virtue of this ;im<!ndrnent your desire ,o chon\)'! an off<l-r
'b'ti.ii~g
~~cM,r~i~\:'~~~'r/,i~1,W'tJ".1~i
ttu?'.i'n";li~\i~~l,°,";j~~C each ,olcg,am or lcue, mokc, ,dc,cncc 10 the ,olicitotlonond 1hl,
1 l. ACCOUNTINGANO APPROPIRAT!ON
DATA
See Schedule
13. THIS ITEM ONLY APPLIESTO MODIFICATIONOF CONTRACTS/ORDERS.
IT MODIFIESTHE CONTRACT{ORDER NO. AS DESCRIBEDIN ITEM 14,
(HECK ONE 11SCH/\N"cvn.,flll~IS~U1:DPUl'.SUAN1 TO: u'11hamy/ THf CHANGES,c,fORTH IN I I c.... 14 ><JU:,.,.....,£
/lP<''-''.I' IN THECONTRACfORvcn
NO. IN ITEM 1OA.
□
□
B. THEABOVENUMBEREDCONTRACT/ORO ERIS MOO!l'IEO10 REfltCTlHE AOMINISIRAT!VEOlANGES
appropriati,;ttdote. ere. l SETFORTll IN ITEM 14, P\.JRSUANT
TO TllE AUlHORTTYOF FAR43.1OJ(b).
,UANI IVAU HUXI O:
□ O (lpw y,ypeo ""'"' ,ra1,"'1andau, .omy)

Mutual ;,g,:e.,rr,,mt B"'t."'e~n ~he P,u·ti"s
E. IMPORTANT: Contractor D is not, 18]ls required to sign this document and return copies to the issuing office.
\4. Dfirn1Pl!ON of AiXENDMEfH/I.IO!Jlf1(ATiON (
MODIFICAilON CONTROL NUMBER· EU-FSA- 09-D·OOl~ /0016?00020
SUMMARYOFCHANGES: See cont~nuation sheet
I A. I I l N f ypooJp:int; Hi1-NAr AN I l N I I I yp«)tp/m!J
l .i19le
l~o.r\"1e G~bson, Karen
r.Viu re151, contracting Of icer
b)(6) b)(6)
'
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P,e,:ou, edi1i,mum,<oble
ED-FSA-09-D-0014/0016P00020
Page2of2
Summary of Changes
The purposeof this modificationIs to de-obligateexcessluni;lsfrom ContractNumberED-FSA-09-0-0014.Task Order0016, and Line Item 0030
The 1o!alcontract value is decreasedby S400,000,00from $164.371,515.17to $163,971.515.17.
All o!tler terms and conditionsremainunchanged.

litem Number0030 1··S400,000.00.
Section B ~ Supplies or Services and Prices/Costs

Une Item Detans:
The followingchangesare made lo line i1em:0030
AmountFunded is decreasedby 5400.000.00from s2,000,000.00to S1,600,000.00.

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amenc:lment, and Is received prior t6 the open mg hour and date spec, Ied.

NO. IN ITEM 1OA.
□
OTHER 1Spec,y type or mo 1 1cotionanaoi,tnonty!
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11headmg<, mc/udmg sol1c1rar1on/conrrncr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c,; 1
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ED- FSA-09-D-001410016P00021
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR) 3730. The total contract value is increased by $11.775.40 from
$163 971,515 17 to $163,983,290.57.

Line Items Added:
Item Number Base Item Supplies/Setvices Quantity Unit

Number
0046 Change Requests, individually negotiated In 11775.4 DO
accordance with the terms and conditions of the IDIO
and the pricing specified in the Pricing Exhibit (Section
8).
Unit Price $1.00
Extended Price $11.775.40
Description:
CR 3730 - The purpose of this change request is for servicers to accept and apply lockbox payments received for the borrower accounts
identified by Xerox. Once accepted, setvicers shall process the agreed upon fInancIal adjustments to the loans. Funding Is provided for a
total of 2 adjustments for every borrower account that has been estimated.



0202M2016.A.2016.61 0000. ENB00000. 6N5 .2521A.A.AAJ. 000. N.0000.000000. 000000
11.
CONTRACTID CODE
EL, F.S/\ )9 L, ))lcJ/))16P)))22 07, > 20>: El>ENF.S16)))3S2

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or le) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVEDAT THE PLACE
DESIGNATED FOR THE RECEIPTOF OFFERSPRIORTO THE HOUR AND DATE SPECIFIEDMAY RESULT IN REJECTIONOF YOUR OFFER. lfby virtue of this amendment your desire to change an offer
12 ACCOUNTING AND APPROPIRATION DATA /If required}

CHECK ONE A THIS CHANGE ORDER IS ISSUED PURSUANT TO: (5pecifyaur!wmy) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER
NO. IN ITEM 1OA.
□
THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:
14 DESCRIPTION DF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg so/ic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD-:c; A-C- 9-D-C-C-1 -' 'c,c, 1 r;:,c,c,c,;;
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ED-FSA-09-D-OO14/0016 P00022
Page 2 of 2
Summary of Changes
The purpose ot this modItIcatIon Is to provide funding for Change Request {CR) 3724. The total contract value is increased by $12,200.00 from
$163,983.290.57 to $163,995,490.57.

Line Items Added:

Number
0047 Change Requests, individually negotiated 12200 DD
in accordance with the terms and
specified in the Pricing Exhibit (Section B).
Unit Price I $1.00
Description:
CR 3724 - Regulation 685.206 has a provision of Borrower Defense which allows a borrower to request their loans to be discharged either
in part ot full based on acts or omIssIons by the school. This change request will enable FSA to uniquely identify Borrower Defense
Discharnes in addition to the borrower's other loan eli ibility.



0202M2016.A.2016. 61 0000 .EN B00000.6N5.2521 A.A.AAJ .000. N.0000 .000000.000000

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already submitted, such cha.nge mav be made_by teleqram or letter, Pfovided each telegram or letter makes reference to the solic1tat1on and this

NO. IN ITEM 1OA.
□

-:SA ~5 1 ::; .cl:,')'-' ?.rc:prc~l '.-'.•_•J.i.L.i.Ccll.i.•_:D
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 : 'c,c, 1 r;:,c,c,c,; '\
SUMMARYOFCHANGES ThP purpc. ,p c.~ thic,

0 mu1i~i,r.tic.n ;,, tc. incc.rpc.rr.tP tl·,p ~c.llc.wing ,:J-,r.ngP RPqupc,tc, 1,:RJ
inlc C.cnLLc.cL NwnbcL EC FSA J~ C JJ1'1, Tc.~k 0ukL JJlG (~cc c.Llc.chmcnll
All c.thPr tPrmc, r.nrl cc.nrlitic.nc, rpm.sin 1rnchr.ngPrl.
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ED-FSA-09-D-0014/0016P00023
Page 2 of 2
Summary of Changes
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014 Task Order
0016. There is no cost associated with the Change Requests below. Therefore, no funds are needed and no
corresponding Line Item is required.
CR ID DATE COST DESCRIPTION
3558 5/11/2016 0.00 The purpose of this change request is to implement an interim solution for rehabilitated
loans processed in error by the Debt Management Collection System (DMCS) Servicer.
Servicers shall ensure all proper adjustments processed are notated, refund payments
that were compromised while at DMCS, update the borrower's credit bureau report,
update NSLDS reporting, and report confirmation of rehab reversal/cancellation to FSA.
3631 4/4/2016 0.00 The purpose of this change request is to make the revised brochure, For Members of
the U.S. Armed Forces - What you need to know about your federal student loan
benefits, available via website. Servicers shall include the link for Military OneSource,
militarysource.mil, on their websites and discontinue referrals to military.com.
3673 5/11/2016 0.00 The purpose of this change request (CR) is to improve the flow and to increase the
Public Service Loan Forgiveness (PSLF) outreach and counseling by the federal
servicers. Additionally, this CR removes the default setting tor PSLF and allows the
borrower to select a consolidation servicer. Servicers shall confirm borrower intent and
then process the application and outreach to a borrower per existing requirements.
3736 6/9/2016 0.00 The purpose of this change request is to modify the AW record type to include values
for AW-024 'Grant Life Circumstance Type' field. PHEAA/TEACH shall update all
impacted systems and/or processing.
3774 6/23/2016 0.00 The purpose of this change request is to implement the revised death discharge criteria.
Servicers shall attempt to obtain an original or certified copy of the death certificate or
an accurate and complete photocopy of the original or certified copy. Otherwise,
information from the Social Security Death Master File can be used along with the
permitted evidence provided by FSA.

11.
IPAGE~
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C·01C·l1n•l~

11, I
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NO. IN ITEM 1OA.
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MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c,; :,
SUMMARY OF CHANGES :-;pp cc.nt i mi.st i c.n °.J-,ppt 0 ••
Kc.ng, Sec
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
u S1 qr.Pd u F~r.q, s_-,_-, C-'l, 15, 2n1G

/Signature of person aurhor,zed ro <1gn) (Signature of Conrmcri11g Officer}

ED-FSA-09-D-0014/0016PDDD24
Page 2 of 3
Summary of Changes
The purpose of this modification is to provide funding for Title IV student loan servicing in accordance with the terms and conditions
of the IDIQ and the pricing specified in the Pricing Exhibit (Section 8). The total contract value has increased by $11,783,000.00 from
$163,995,490.57 to $175,778,490.57.
All terms and conditions remain unchanged.

Line Items Added:

Number
conditions of the IDIO and the pricing
(Section B}.
I Unit Price $1.00
I Extended Price
Description: Provide funding for Title IV student loan servicing, through approximately August 31, 2016.

ED-FSA-09-D-0014/0016PDDD24
Page 3 of 3

Number
0049 Public Service Loan Forgivenessin 248000 DO
(Section B).
I Unit Price $1.00
I Extended Price
Description: Provide funding for Public Service Loan Forgiveness (PSLF), through approximately August 31,
2016.

I Funded Amount $248,000.00


0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AD 1.000.N.0000.000000.000000
11.
CONTRACTID CODE
EL, F.S/\ )9 L, ))lcJ/))16P)))25 0',, 2~. 20>:
6. ISSUEDBY CODE 7. ADMINISTEREDBY (lforherrhan /rem 6} CODE I
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NO. IN ITEM 1OA.
□

'.-'.~l~cd A:3ircr_,:,rc:,l Jrclwrcrc:, l:_,_, ?cul.i.rc~
E. IMPORTANT: Contractor D is not, 181is required to sign this document and return copies to the issuing office.
14 DESCRIPTION OF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg so/ic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 -' 'c,c, 1 r;:,c,c,c,; "·
SUMMARY OF CHANGES :-;pp cc.nt i mi.st i c.n °,J-,ppt.
Kc.ng, Sec
c.,r_-,-~.--,r.q (,ff, _-p,-

ED-FSA-09-D-0014/0016P0D025
Page 2 of 2
Summary of Changes
The purpose of this modification is to de-obligate excess funds from contract ED-FSA-09-D-0014 Task Order 0016. The total funded
amount of the task order is decreased by $300,000.00 from $175,778,490.57 to $175,478,490.57.

lltem Number 0030 1-$300,000.00

Line Item Details:
Amount funded is decreased by $300,000.00 from $1,600,000.00 to $1,300,000.00.
11.
CONTRACTID CODE
EL, F.S/\ )9 L, ))1'J/))16P)))26 0',, 27 20>: El>ENF.S16)))S7)

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□

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14 DESCRIPTION OF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg so/ic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-D-C-C- 1 -' 'c,c, 1 r;:,c,c,c,; r;
Kc.ng, Sec
c.,r_-,-~.--,r.q (,ff, _-p,-
u S1 qr.Pd u F~r.q, s_-,_-, 0

'), 2~ ,2n1G

ED-FSA-09-D-0014/0016P0D026
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Title IV student loan servicing in accordance with the terms and conditions of
the 1010 and the pricing specified in the Pricing Exhibit (Section BJ. The total contract value has increased by $111,315.20 from
$175,478,490.57 to $175,589,805.77.

Line Items Added:

Number
0050 Title IV student loan servicing in 111315.2 DO
(Section B}.
I Unit Price $1.00
I Extended Price
Description: Provide funding for Title IV student loan servicing, through approximately August 31, 2016.



0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAG.000.N.0000.000000.000000

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IPAGE~
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MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'c,c, 1 r;:,c,c,c,n
SUMMARYOFCHANGES ThP purpc, ,p c.~ thic,

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ED-FSA-09-D-0014/0016P00027
Page 2 of 2
Summary of Changes
0016. There is no cost associated with the Change Requests below. Therefore, no funds are needed and no
corresponding Line Item is required.
3373 7/28/2016 0.00 Servicers shall provide a list of 10,000 inbound calls and 5,000 outbound calls. In
addition, servicers shall provide access to recorded calls selected by FSA. Servicers
are expected to perform the same requirements for specialty calls.
3751 7/25/2016 0.00 The purpose of this change request is to update the language on servicer websites and
borrower loan statements with additional accessibility features that have since been
implemented with the NFB. This update shall take place 12 months after signing the
agreement. Servicers shall update their websites and borrower loan statements with
the alternative formats (provided in CR 2973).
3752 7/26/2016 0.00 The purpose of this Change Request is for servicers to update the language regarding
requesting alternative formats on their websites and on borrower loans statements
required by Federal Student Aid's settlement agreement with National Federation of
the Blind.
3793 8/8/2016 0.00 The purpose of this Change Request is to decommission Vermont Student Assistance
Corporation (VSAC).
3794 7/14/2016 0.00 The purpose of this CR is to implement the new interest rates for loans initially
disbursed on or after July 1, 2016 and through June 30, 2017. This requires COO and
all servicers to update all applicable systems, web sites, and documents and
procedures.
3805 8/16/2016 0.00 The purpose of this change request is to add an authorized signature to control mail
responses.
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I' Co,1coc<IDCode F,_q!f ag~s __
2 AMENDMENT MODIFICATION NO. 13EFFECTIVE DATE 4 REQUISITION/PURCHASE REQ. NO PROJECT NO (, applicable)
0028 JUN 26. 2017 I' I

6 ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY (If other lhan item 6) CODE
'' Un,ts<l St.•1•~ D•P~r'ment ol Educ..il10~
Fe<ltra! S1u<1en1 Ao<IIM,n<ens~ppo<1 Grnup See BlocK 6
630 F rst S1 'IIE. su,te 91FJ
I
w,nn,ngion DC 20202
8 NAME AND ADDRESS OF CONTRACTOR 1NO Slreet. Counlry, Slale and ZIP Code)
(,) I 9AAMENDMENT OF SOLICITATION NO
I
HIGHER EDUCATION ASSISTANCE AGENCY.
PENNSYLVANIA
DUNS 007368103
Cage Code 41UK7
- '
1200 NORTH TTH STREET '
OB DA TEO (SEE ITEM 11)
- --- - - ''
,OAMODIFICATION OF CONTRACT/ORDER NO
16
EC--fSAQ9.0-00141lXl
X
108 DATED {SEE ITEM 13)
CODE 00030774 I FACILITY CODE SEP 01. 2015 I
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOUCITATIONS '
D The at:iove nLJmtlered solIc1ta\Ion is amended as sel for1h :n ,tern 14 The hour and date speCJfied !01 rece,pt ot ol1ers D ,s e~1ended. 01s not extended
Offers mLJst acknowledge receIp! ol lhls amendmenl pnor lo the hour and dale specified m Ihe S-OhcitaOonor as amended by one □ f lhe J □ ~m-.,ng methods
(;I) By compiehng •1ems 8 and 15. o1nd returning ___ cop>es o1 amendment (b) By ackn()l',1edging rec.eIp\ ol lhts amendment on each copy of lhe otter subm111ed.
or (c) By separate lelter or telegraf!' wt,Ich Ine1uoes a reference to the sooc,1ation and amendment nurrben; FAILURE OF YOUR ACKNOv\11..EOGMENT TO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT !N REJECTION OF
YOUR OFFER H by virtue of this 11mern.tmenl your desrre to change flC1 offer 11lready sutim,tted such change may be mane by IeIegram or letler. provided eadl
1 tel ram or leller makvs reference to the solIcrta\Ion and this am@ndm1tnl. and Is reee1ved nor to lhe o t'!Ourand dales ec1fied
12 ACCOUNTING ANO APPROPRIATION DATA (If requ11ed) Modrficat1on Amount SO00
See Schedule Mod1f1catmn Obltgated Amount sooc I
; 13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS IT MODIFIES THE CONTRACT/ORDER NO AS DESCRIBED IN ITEM 14
A TH!S CHANGE ORDER IS ISSUED PURSUANT TO (Specify 11u1honty) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO IN ITEM JOA
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT rne ADMINISTRATIVE CHANGES {suet, as changas in paying I
otfic.e.appropnatlOrl dale. elC:) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43 103{b)
~-----t-;c-·, 0H
0,S~S"U"P"P";'E"M=,·N·,·A'''A'G"R=E·E'M"E'N''=,s=,·N",·,·p·,·o=,N·,·o~,.u·p·5·u·A"N''~'.0~A'U"''H"O'R''""'-o"
D OTHER (Specify type o! mod1fica1ton and authority)

X Mutual Agreement Between the Par1Ies
,-----~------~----=----------------------------------------·
I E IMPORTANT Contractor I rs not. Ix Is required to sign this document and return copies to tne issuing office
14 DESCRIPTION OF AMENDMENTIMOOIFICA TION (Organu:ed by UCF sectlOn headmg5. mclLJd1ngsohcrt;Jhon/con1ract subIecl m~t!er where Jeas1b~)
The purpose of this mod1fica!1on Is to correct the Quantity and Exter>ded Pnce mcorporaled via mod1ficat1on P00015 The funded amount remains
the same. As a result. the lolal contract value Is decreased by $500 00 from $175,589.805 77 to $175 589 305 77
: All other terms and condIt,ons remain unchanged
15A NAME AND TITLE OF SIGNER (Type or pont) 16A NAME. ANO TITLE OF CONTRACTING OFFICER (Typa or pnnll
Karen Mahon
202-377"4381 Karen Mahon@ed go~
-r(6)
158 CONTRACTORIOFFEROR I5C DATE SIGNED'
-,,,,l(b),,.,(6)~~~~=~111_
168 UNITED STATES OF AMERICA j 16C DATE SIGNEO
JUN 26. 2017

t:h:?/11 _ _
(S,gm1lure of persou aulhonied lo sign) I
I5:inature ol Contracting Officer>
N:-."' 7540.01.152 ~o~n 5T.\ND,\Rll FORM .lO. (RH. 10-IIJ)
l'rn·11111, EJ111PnllrlUsabk
Attachment Page
Line Item 0027" mod1f1ed .,, follows
Item Nun1ber Base lten1 Unit

Nun1ber
0017 Public Service Loan Forgiveness 1naccordance with ~noooo
the term, and condition, of the IDIQ and the pricing
;pec,f1ed 1n the Pm1ng Exh1b1t{Section B)
Contract Type Firm Fixed Pme
Unit Price $1 00
$230,000 00
Desrnpt1on: Provide fu nd1ng for Public Serv,ce Loan Forgiveness (PSLFI
Purchase Requisition, EDENrSlb000309
Distr1but1on l 15added to the line 1ten10027

0202Ml016.A.2016.610000 [N B00000.6N5 252 JA A.ADJ.000 N,0000,000000,000000
PAGE 2 OF 3 ED-FSA-09-D-0014/0016/0028

Karen.Mahon@ed.gov

Alternate Contracting Officer Representative{s}:


None
(Changed Line Item}

Public Service Loan Forgiveness in accordance with
the terms and conditions of the IDIO and the pricing
specified in the Pricing Exhibit (Section B).
0027 Provide funding for Public Service Loan Forgiveness 230000.00 SE 1.00 230,000.00
(PSLF).

0202M2016.A.2016. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$230,000.00
PAGE 3 OF 3 ED-FSA-09-D-0014/0016/0028
11CONTI!/,( TIU COOL

M1tNDMf-NT//-10Dlf-lCIIT ON NO. J c,,tc.1,v,u,\1t e litlJUl'ilTION/~Ui1CHt,SE flfQ. NO
cc::;cc::1rS 1 C ·JO·: 0 1 d
I"· PROJECTNO 1,'1oµµ ,w,e)
6 l',',L'Lu LlY CODE 7 ADMINISTEHLD BY COOL

I
?U, rs:
?ec6:·rc,l <:tudent .',~d/l·'.~ss1un <:·-p;·c,·t c;r,Y.c, 'lV) fo,,,·· St.
8 NAMt AhlJALllJH[',', lll (llNTHi\C.lllH (XJ 9A i\.V.fNl)MfNT OF SOLICIATIONNO

-
□ 9B.OATLD (Stl/f[M r1,
I DA.MUll!rlCATION OF CONTRACT/ORDERNO
ED-FSA-09-:-08:4/D0:6
IXI JOB Dt,TED

~•9/C:, 2015
(SEE ITEM 13)
1FACILITYCODE
11. ,,,.., , ..... ..,,. .. ,
D The above r.umber~d sol1otat1on rs amended as set forth 1nItem I'• The hour and date spccif,cc fer rccc,pt of Offers D ,s nm ex!ended.
Offers must acknowledge rece,pt o' th,s amer,dment prror to the hour .,nd dale <pecrf,eJ ,n the sol1c1lat1or\or .as amended, by or,e of the following methods·
la:•Hy complct1ncJ ,terns 8 and l 5, and return,11g cories or the amendms"n1: (bi By ,,cknowledgrng r~cc,pt al 1hr; .,menJment on CdCh rnpy ofti1e offer sobn111tcd;
or ic:· By sqw,,te lcHer ur 1,·lcgr,rn1 wh,ch rncludc·s ,, 1cfc·rc·nccto the solrcit,,tron and amendmc'n\ numbers. F/,li.URE OF YOUR ACKNO'.VLEDGMENTTO BE RECLIVUJ AT Ti I[ Plt,C[
Dl.SiGNATED FORTill ~Lc.Lll'T OF OFFERSPRIORTOTi-lE HOUR /,ND D/,TE SPECIFIEDMAY RESULTIN REJECT;ONOF YOUR OFftR I' by v;rtue oft Im amendment your dcrn~ \0 chan~e ,in offer
already subm,ttcci, such chanq~ may be made by 1eleqr,11nor ldter, Pj°'Jded eJch telegram er le!tc, rmfses refere11ceto the sol,rnat1on a11dthis
an,cr>drnen!. and ISreceived prior to the opening \Ou! onJ J,te ,p~t, ,e
l; J\CCOU.\TINC,J\~D 1\PPRO?IRATIONDt,TA (,frcqwrcd/

A TIIIS CHANGE OHDER IS ISSUEDi'URS'Jt,NTTO (Spl'cilyor,//wmy} THC CIIANGEcSsn fORTll 1~1ITLM 1,. AHL .'iADL IN HI[ lON111f,CT OROfR
NO IN LTFf.
1 HI,\, FAR 52 212-41c)(1 I Cont,act Terms and Cond,11ons - Commercial ltr:!rns (MAR 20091 - TAILORED
IZl Tl ,L A60V[ NUh1BERW ((),\ TflACTiO!IDER iS MODIFIED TO REFLECTTIIE ADM<~ISTHATIV[ CIIANGLS ,rnch "'changes'" paymg oli1Ce.
□ opµrop111J/H;n dme, et( : SFT FORTH I~ ITFf.', I<, PIJRSUA~T TO THE NJTHORITY OF FAR 43 I 031b)
Ti I IS SUPPLLV,LNTAL AGREt.'.'.ENTIS ENTERW INTO PURSUANT TO ALJTHORITYOf
□ 011 ILR 1lµec,ry ryµe u, ,,,oJ, """"" anJ<Jur110.-,ry:
E. IMPORTANT: Cuntra(tor lg] is not, D is required to sign this document dnd return wpii:s to the issuing office.
1.: (Jf',CIIIPTION OF A.\,FNO,\,fNT/MUDlfl(ATIOh I
MCDIFICA TION COfJTRO'_ NU.V.ElER ;,:[, - "c"S,\- " - D- ~ •! l ,\ i c; l• l ~F) 0 ~-2 ~
SU'.IMARY OF CCIANGES
lxc~pl ,,s pru, rdeU t,ere, 11 .,11"''"" ,md c un<l111omof th,• doc •arr.en\ re"', H'r< ,•d , o 1,~,n 9/, or l OA ,,; her ,·t•J'ure cl•unueU "''"J,ns unch.rnged and "' full force ,1nd dff•c \
I SA 1,A.".'.LA~I) T ,lLL o;. SIGHH IGA ~A,V.LANl)lJILcOl lC~IHA(llNGOifl(EII (Typ,• m pr,nr;
l 5U UJ~ THI,(_IO~<JI I LHOH l6IJ, UN ii tLJ s~~TFSor ,\Mff<l(A
N',f, )5C0 8'·1S2-807C STANDARD FORM 30 ,,RFv ,u 11,,

l'rc,·rous druo, <,0<.1,1blc i'rc-scr,,xd by C,S/, Ft,R AeCFRI S3 2-\3
ED-FSA-09-O-0014/0016P00001
Page 2 of 2
Summary of Changes
The purpose of this modification Is to provide funding for Change Request (CR) 2785 The Total contract value is increased by
$444,850 00 from $51,220,825.37 to $51.665,675 37

Line Items Added:
Line Item 0040 is added as follows·
Item Base Item -·SIJpJ:J1ies/Serv1ces Quantity Unit

Number Number
---!
0040 Provide funding for change request DO
---c--'----~(~CCR~)
1 Contract T~~-~1r_m·Flxed Price
'~'=8'-----~-----~--------
-----------------~~=-~---~~=== 444 85
··-··-'
-__s___"___o_.o_o
0 0
~-------------~-----_-_-_- __
-__
- __
-_-
__
-_-_-_-
__
---~E-,-te-, ~ ;c~c-~c~c;c:-11--
__
-_-
__
-_-
___ ___
7
Description: CR 2785 - The purpose of this change request Is to standardize the capItalIzatIon practice for the
federal loan servicers that service its portfolio In addItIon servIcers are to provide a Job Aid to answer
I questions and provide scenarios to borro':'ers. .... -- -- .,_ ... -- --------
------ - ----
Purchase Requisitions "'EDENFS16000018
--- "' -··· -- - ---·-"· ---· - .... -~--
-- -___- 1-
Referenced IDV Line
:~•-- - - -- ------ Funded Amount $444.850 00

'
--- --- .-

Distribution 1 Is added to the line item 0040
·J202M?01C /\ 201'3 6 IC'JQOENBOOOOO6N5 2521A A AAJ 000 N 0000 0CJ'.l-:J00

00GGC0
, cuim,1,CT1Lico1Jf: l'AGl Of l'/,G[S

1
l i,/,l[NDMFt-. Ti,\10[JIFl(ATl0N ,\u l.U-fECTl'!f DAH a FF(JUISITION·PUilCII!, 15PROJLU N
6 ISSULLJlr/ CODE 7 ADMl~ISTlRED BY CO.JE
?ce<i"'"''~ Student ,\cci,'>1,,.,,_c;"

~;;;: Su~t2 '•~C''J
8. NAML AND ADDHlSS o;- co~TIIACTOR !/,,'o.. ,rrcet, ccwity, ',rare and LIP C06e1 (X) 9A. AMi:NDMLNl OF ',OllllAllO~ ~O.
-
□ 9G DATLD /SH·l/1.M IIJ
fACILITYCODE
11. 1111.:,11,::;mv,~L ,v
"
D 1 he above• numDe,ed sul,rnot,un i; orner1d,•d •" ><'\ lor\h ,n 11,·m 14 Th,• hour ,111ci
d,1te ,pcc1f,cd for ccce,pt of Olfers D ,;extended, 0 ,snot c<!cnded
Ofbs mus, aclnowledge rece.pt uf lhi, •m('ncJnw~: prior W the hou, ~nd date spccd,ed "' the sol1rnatcon or as a,11ended, by one of the following met110ds.
(a:,Byrn,nplcting Items 8 and I 5, and ,eturn,ny cop,cs of the amendn,c,r,t, (b: Byackr1owledy1ng receipt o' \hi; an1e11dme11l en each ,opy of the o'ler submitted:
or :c:By separate letter or t,+gr,,m wh,ch incluOes a rcfcr~11ce to th~ sol1c1'.at1on and a111erci111entnun1berS l-AILUH[ Of YOUR ACK~O\'/L[DG,\'[NT TO 6[ H[C.[IV[D AT T!IL PLAC.E
DL5!G~ATLD fOH T! IL R[CLIP~ OF Oi'FERS PRIOR TO THE HOUR /,ND D,\TF SPFClflCD .\'f,Y RESULTIN REJECTION Of YOUR CffEK If by v1ttuc oft his amendment ye Jr desire \0 ch,,~ge J~ offer
~~~~'.~', 1 ',~lil:'g,;~d,.
5
t'i'-~'~'p~,i 11~t\~O~V',:\',',]
',~~l~1~l~a'WrTo'i'fJ ~'.,\~.1\fi'e/\l~:;j"''"
,•,ich tr-legr,,rn mletkr m,,k,•, rderence to the sol1c,t,>11on and th IS
nl ,c,10•,rcdi

lliEcCKONl A TIIIS CH/,NC,E OROrn IS ISSlJFD PIJl(SUANT TO: {Sµc>c1t
1 aurhont)·,' THE CHf,NGb )ET fORlH 11' ITEM 14 AHE /i,M)E IN THE CONTRACT ORDER
NO.I-~ITFM I Q,\. FAR 52.212-4(cJ( 1) Contract Terms and Cond1t1ons- Commercial Items {MAR 2009) - TAILOR ED
THE~BOVE NUMBERED CONTHACl/O~lJ[H IS MODIFILD TO Hlfl[C. TTII[ AD.'.',INISTHATl\/l CIIANGLS {wci, as changes 1,1 paying off.-ce,
□ aµµroprw!lan dare, ere I SET FORTH lh ITEM 7 t,, PUHSUANT TO THE AUTHORITY OF FAR 43 103',b).
!Ill~ >UPPLLMLNl AL AGHLU,1l1' TIS LNTLRlD 11'TO PURSUANT TO AUTHORITY OF:
□ urHER /lµeo. 0; r;.-µeo moo,,..car,a,,anJ nul ;o.,lyi
E. IMPORTANT: Contrilctor 1ZJIs not, D i, required to 51gn this document ~nd return copli:!S to the 1s~uing office.
J t. DLSC.~10~10'; 01 A,\'LND,\ILNT ,',101)101(,\TlmJ ·:
MO:Jl~ICATIOfJ co~rRO~ NUMBER
SUMMARY 0~ CtlANGES
I ,ccpt as p,o,,dcd herc.n all terms .,nd rnnd,1,c,1, of the• Jocumer,t ,efere,,ceJ '" Item 9A c, I OA "' li,•relcdure cliangeJ ,en\Ocr\l ur1cha11gcd a Pd ,n full lorcc ,1nd d'~ct
:6A ~A.V,l AND lllLL 01 C.CNTRAC.JING 01 r1crn ,Typeorpr,nr!
156, C.ONl HA(H.:11'0! ftROH l IC. !)ATF SIC,~f.""J 15B UNITlD srnns O• AMLH:C.A b)(6) IOC. LJ/,lESIC,NED
hSh h-10-8: 1\2-8070 STANDARD FORM 30 :,iL'>' 10-sJ:

P,c·v,ou, d ,1,on "nusabl~ ~,e,uibcd b)' GS/, l",\K 1-:s cm, 13,/4;
ED-FSA-09-D-0014/0016P00002
Page 2 of2
Summary of Changes
The purpose of this modification Is to provide funding tor Cl1ange Request (CR) 3343 The total contract value has increased by
$25.980 00 from $51,665,675 37 to $51.691.655.37.

Line Items Added:
Item Number Base Item Supplies/Services Quantity

Number
0002 Change Requests. IndIvIdually 25980 DD
1-=~• --_,___Fixed Price
-~I
terms and conditions for the IDIQ
IContract Type:Firrn '
i ----- Unit Price

Extended Pi-ice __
1· $1.00 ____
i Description. CR 3343 - The purpose of this mod1f1cationis to support the decomrn1ss1on1ngof the Direct Loan
1
Consol1dat1onSystem (DLCS) and related functionality. Serv1cers shall halt excl1angIng data using the electronic
C[)~solidation intertace (via the EFT server) and create and submit a manual adjustment files report to FSA
-~--~-----
-1Purchase Req~1-~1t1ons
, Referenced IDV Line-------t.1"00"2~
EDENFS16000094
-------------------j
----,
-----1--------
Funded Amount $25,980 00 -

~--------
-----------------

D1stnbut1on1 is added to the line item 0002

0202M2016 A 2016 610000 ENB00000.6N5.2521A.A AAJ 000 N 0000 000000 000000
1. CONTRACT
ID CODE PAGE o, PAGES
AMENDMENT DF SOLICITATION/MODIFICATION OF CONTRACT
,. ' I '
3.• ,, •• ,1,.vnoo 4 .... -,v,.I EQ.NO. 15.PROJECTN [Ir Opp KOie)
ED-FSA-09-D-0014/0016P00003 01/07/2016 s,, Schedule

6. ISSUEDBY CODE ~SA-FSa 7. ADMINISTERED
BY (lforherrhan Item 6) CODE
FSA-FS2
Federal Student Aid/Mission Support Group, a;o ."irst SC
. Suite 91F3
"
Washington, DC, 20202, us
B.,.,.,,, ..... D ,, __ ,,_,,
" /No, weer,counry,
~tareanaZIP Coaei ,,, 9A.AMtNUMtN -• ,vLIUA1lur<Nu.
HIGHER EDUCATIONASSISTANCE AGENCY, PE:NN(00030774.), 1200 NORTil 7TH

STREET, RECEIPTS OPERATIONS e'LOOR, us ~
"" HARRISBURG, ah, 1710214.4.4.,
98. uA, -- (, •• /, .... 11)
1OA.MODIFICATIONOFCONTRACT/ORDER
NO.
ED-FSA-09-D-0014./0016
~ 10B.DATED (SEE ITEM 13)

09/01/2015
CODE 00030774. !FACILITYCODE
"· ,u
D The above numbered ,olic,tation Is amended a, set forth in Item 14. The hour and date specified for receipt of Offers 0 is extended, 0 is not extended.
Offers mu,t acknowledge receipt olthi, amendment prio,to the hour and date specified in the solicitation or a, amended, by one of the following methods:
la)By completing items 8 and 15, and return,ng copies of the amendment; (b) Sy acknowledging rece;p1 of this amendment on each copyolthe offer submitted;
or (cl By separate letter or telegram which includes a reference to the solicitat,on and amendment numbers. FAILUREOF YOURACKNOWLEOGMENTTO BERECEIVEDAT THE PLACE
OESIGNATEDFORTHE RECEIPTOF OFFERSPRIORTO THE HOURAND DATESPECIFIEDMAY RESULTIN REJECTIONOF YOUROFFER. lfbyvirtueo/thisamendmentyou,desire to change an offer
already submitted. ,uch,cha.nq~ mav be made.by teleoramo_r letter, PlOv1dedeach telegram or letter makes reference to the solicitation and this
r,
amenament, and rece,ved pnort6 the open mg houf and date spec,tied.
12. A(COUNTING AND APPROPIRATIONDATA (11,eqwed)

See Schedule
13. THIS ITEM ONLYAPPLIESTO MODIFICATIONOF CONTRACTS/ORDERS.

IT MODIFIESTHE CONTRACT/ORDER NO. AS DESCRIBEDIN ITEM 14.
CHECKONE A. THISCHANGEORutR I b~U~~ PuR~y,,N, •~; /)peciyaurnofl/y) THt CHANGESSt< FORTHIN ITtM 14 A Rt MAut IN THt CONTRACTORDER
NO.INITEMlOA.
□ THE ABOVENUMBEREDCONTRACT/ORDER IS MODIFIEDTO REFLECTTHEADMINISTRATIVECHANGE$ (rncha, changes in paying office,
□ apprapria/1andate, etc. ) SIT FORTHIN ITEM 14, PURSUANTTO TI-!EAUTHORITYOF FAR43.103(b).

LcMcN AL AGRccMcNT IS cNTEREDINTO PURSUANTTO AU1nO~ITY Of:
Iu. v,Hrn (~pecilytypeo,m
~ Funding Only
E. IMPORTANT: Contractor ~ is not, D is required to sign this document and return copies to the issuing office.
14. DESCRIPTION
OF AMENDMENT/MODIFICATION( O,ganrzedbyUCF
sectionheadmgi, includingsalic1ta11on!canr,act
iubjecrmmrer wherefea,.ble./
MODIFICATION CONTROL NUMBER ED- FSA- 09 -D- 0 014 / 0016P00003
SUMMARY OF CHANGES See continuation sheet
Except as provided herein, all 1e,ms and conditions of the document referenced in Item 9A or lOA,as hc,ctoforechanged, remains unchanged and in full force and effect.
15A.NAMcANu IL h.,NcR , , ype o, print) 76A.N,.MEANDTI L ONTRACTINGO fl,.ER , , ype or pnnt)
Gibson, Karen
Contracting Officer
,
15B.CONTRACTOR/OFfEROR 1SC. DATE SIGNED 168. UNITEOSTATESOF AMERICA
b)(6) 16-.."ATt ,leaNtU
II Signed I Gibson, ~<a 01/07/2016

(Signawre ofpenon authorized rosign) (Srgnaru,e of Comram
NSN 7S40-01-152-8070 STANDARDFORM30 IREV.l0·83l

Previous edition unusable Prescribed by GSA FAR (48 CFR)53.243
EO-FSA-09-0-0014/0016P00003
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Title !V student loan servicing and Public loan Service Forgiveness in
accordance with the terms and conditions of the IDIQ and the pricing specified in the Pricing Exhibit (Section B). The total contract

Line Items Added:
line Item 0003 is added as follows:

Number
0003 Title IV student loan servicing in accordance with the 20483000 DO
terms and conditions of the IDIQ and the pricing specified
in the Pricina Exhibit (Section B).
~ontract fvpe: Firm Fixed Price
Unit Pri~,J $1.00
Extended Prir<>1
pescription: Provide Title IV Aid Servicing through approximately January 31, 2016.
Purchase Requisitions IEDENFS16000104

Referenced IDV line 11001
Funded Amoun $20,483,000.00
line Item 0004 is added as follows:

Number
0004 Public Service loan Forgiveness in accordance with the 71544 DO
terms and conditions of the IDJQ and the pricing specified
ontract Tvpe: Firm Fixed Price
Unit Price! $1.00
Extended Pri
Description: Provide PSlF through approximately January 31, 2016.
Purchase Requisitions lEDENFS16000091
Referenced IDV line 11004
Funded Amoun $71,544.00


0202M2016A2016. 61 0000. EN 800000. 6N5.2521 A.A.AAG. 000. N.0000. 000000. 000000

0202M2016 .A.2016.610000. ENBOOOOO. 6N 5.2521 A.A.AD 1.000. N _0000. 000000 .000000
m
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT ' UlNHAiT 10 ClH)f PAC,f
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□
E. IMPORTANT:
□ ( nntrMtor [Z11, not. D 1, rP111nrecJl<J sign 1t11,dor-,nwnt dl1rl r01urn (up1c",to thr' issurr,q of/ice
Ill) ~ll'•l(;t,,:)I /\M•r•1:w1.,1 ,.<r:-111 (t,il()N,
lbH .JNlll1 ',IAll',I>, ,\~'-fl/If.,\ b)(6) If>( 11\ff ';IL,\('
\',N ,,m-r,1-1,, dO'(l

STANDARD FORM 30
, ,, ,, ,, .111,,,,,'''"· .,,r_l,,
ED-FSA-09-D-0014/0016PDDDD4
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR) 3368. The total contract value has increased
$54,700.00 from $72,246,199.37 to $72,300,899.37.

Line Items Added:

Number
I Unit Price $1.00
I Extended Price
Description: CR 3368- The purpose of this change request is to address the Loan Servicers responsibilities
and process for a short term solution towards a provision of "Borrower Defense to Repayment", which allows
borrowers to request their loans to be discharged.


0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000
1 (ONlllACTIDCOIJf P/\U Uf PA\,f '>

!C NO o OROI[( IN ,/, npp" ,e'
C.JJ , 14 ""
" I',':,. I IJ ~y ADMINl<;T[R[[) ?.i
N1\M[ /\Nf, M/DRE<;,1,f < {IN'RAC l<ll(
:rJ,; "II "

'
rSFF 1rF1J"r3c,.--------
:(\ill
1 .
~r ,, !, wp,.r,11,-len,•r <>rkieq,,1rr, wh,r.11 ,r,clucl~, a rde«'tl'<' In Ill(- "'11<,,,ot,on,., rl ,·,n,e.,(!m~nt nuniber, f1\II I 'Ill Ill y:-;,:JP/.(KNOW, fDGMrr,, I Ill 1;1 111'_I IVI Uf,; 1111Pl f,CI
L,F<;l(.t,.J.TFn rnR T><f Rltl 11'' ()f UI I fR\ PRIOH 11) !Hf -'OIJP J.N[) [)I\H ':,l'fl_lell [: 'v1AYRI 'IJI TIN RI JF([I/J'-.j Ot ,'OIJROttFP If hy v,rt·a~of th,s _w~ndrnen\ '/'-"·' d~cl'e k• :ha•,~- ,11,,fr,,
:::::~'.¾'n's~$'.'1,'{,1,~i'l-.~~/;.',',1,ti''},;:;:\~r,t;
'.1',,\t'\f,~/~l~';l1h,
iii~,'i•,~,\\l
'.',';'.~,i',)/Y, "'"h H,•qr,crn '" letln r1•,kp; ri-f,,,,.,,, c I , 1h,• ml r,t,11,011 and 10,,
, ,\I_( ·_'·UNIIN<, /\NI l Al'l'l!Ul'li!/\ II( 'N IJJ\ I~

, •I[ K CiNi r. ]Ill', l 11/\N(,t ()~[)Ill I· l',','.J! ll PIJR',1,JANT[ll
I-AR',) )1 )-4\CII 1 J Contr~ct l nm-; ;ind Cond1t1on-; - C.ornrn('<CIJI Items (MAIi. 20091 - I All 01~1-D
cg]
□ Ci <I',','.Jl'i!l [M N r At Ar,HHM[Nfl';l''J:TITT'DlNTi.' ruVil ,\N ! 10 A,! 11l()Hll \',
□
E. IMPORTANT:
□ Co11trc1n0r ~ r'i not, D 1, rP11111rPrl
to Sl(Jn this cJon:rnrnt c111rlr0:urn ( Oflll", to thP l','>,JlflY oftl[('
.\ Ill ,:111Pmm ()I !\Ml N[)M~ "11,r,•011111, ·ll•N ·
MlilJIC".:,\I ION CGN I R(JI rJlJM!:ll::!{
" .. ' .
'·\ NN,11 ftN:l 11111/JI ',I, NIR ~bl, N,\Mf /\Nn 11~1r ()r { {lN "kA( 'INl, ()f 11( I k
,_,,.
:II ., I, .. ,
'hK l.'Nlll.!',lf,11':,0 AMl~l(A b)(6)
I ,-,I :, [.,
"l',N l',,1()-{•l l',.'·8$/[, STANDARD FORM 30

'r,•.1<•l,',''<ii,1,,r1•,J"""t,I,·
ED-FSA-09-D-0014/0016P00005
Page 2 of 4
Summary of Changes
The purpose of this modification is to provide funding for Change Requests (CR) 3288, 3317 and 3427. The total contract value has
increased $12,970.00 from $72,300,899.37 to $72,313,869.37.

Line Items Added:

Number
Unit Price I $1.00
I Extended Price
Description: CR 3288 - The purpose of this change request is to support the implementation of Information
Security Continuous Monitoring (ISCM) of all Federal Information Systems, and report the results to the
Department of Homeland Security. Servicers shall partake in all of the planning and implementation of the
Web Application Surveillance {WAS) Program.

ED-FSA-09-D-0014/0016P00005
Page 3 of 4

Number
I Unit Price I $1.00
I Extended Price
Description: CR 3317 - The IDR Plan Request was translated to Spanish. Thus, this CR will aid the servicers
and consolidators to begin using the new Spanish IDR Plan Request by including it on their websites and
upgrading the current IDR electronic application (e-App) to allow borrowers the option to produce a pre-filled
Spanish paper IDR Request.


Number
terms and conditions for the 1010.
I Unit Price $1.00
I Extended Price
Description: CR 3427 - In association with change request (CR) 3245 Revised Pay as You Earn (REPAYE),
the purpose of this CR is to provide assistance to borrowers who filed a joint federal income tax return, but
have since separated from their spouse or cannot reasonably access the spouse's income information or
have the spouse sign the Income Driven Repayment plan application. Servicers shall provide application
completion guidance to said borrowers.

Referenced IDV Line
Funded Amount $2-850.00
ED-FSA-09-D-0014/0016P00005
Page 4 of 4


0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000

1. CONTRACTID CODE PAC+ Oe PAGb
' I
1 A,v,c1 D J, "'. "' cm 4 REQ l CoM Q.NO. 11PROJECTN (,'foppl1cme1 '
FD-:::'SJ..-OJ - D- 0 0 14 / 00 l GH 0006 02/19/'.<016 Cee Sd,-,d ., ! "
6. ISSUED~y CCDE l'.'°' 1-·,. ? ADMINISTERED
BY (I/other than I rem 6,: CODE
FSA-FSJ
Federal ~'c.udenc AL:i/~1i~,;~o". Sup,-,cocl. - rcu:o s~~ l'1 :·st St.
:-/E - Suite 91F3
:,'ash,.1·.gton, DC, 20~02, ;JS
8 NAME AND AlJDR~SS OF CON TRAC IOR (No , meet, cou,1t1, ~rar~ u,,,1L,'P Code}
co, 9A.AMcNlJ c,o SOI.ICIA,,uN ND.
~
F.:GHER ED'SC.~.':'ICN AS3IST;,,,K('R AGENCY, ro?_Nll ( Q CC 3 Q"/74) 12-:, C :,ic:;,~:-r 7TH
S'IREE'i, 1/FlRTPTS O:'hH.A'i'T0'-1S ~Tli '.'"LOOR, C-IJ'!.RR"/
SBU?.G, P?,, 17~021{4;, 'JS -
% DATEIJ (SFf ITEM i 1}
! 8A MODIFICATION
Ot CONTRACTIORDEP
NO
s::,- !'ST·.- 09-D- 0 0 L4 / 0 J ~(,
IX] IC•9.DAl[l) (:,EE ITEM 13)
09/~ ! 1:CClS
CODE 080'10774 jFACILITY COOL
". "" , .,., vm, " ,u 11!,v.- ~v._,._,
0 foe above numlw,ed sol1c,tallon is amerded a, ,e, for\h 1n Iterr, 14 'he ~our and date ,pedled for receipt nf Offers 0 1sextended, 0 ,s no• extended
Offers must acknowiedge ,eceiot nfthis amendment priorto:he ho\Jr and cate speuf1ed ,n the rnl,c11,.t,un or as amende~, ny one of the follov,1ng method,.
(<1)Bycur<1pleling items 8 and 15, and ,e(l,rrnng cop ~1 o' the amendment (bi By acknowledgir1q rece1c,t oi tlm amen<Jrner1t on each copy of the offer submitted;
or (cl By separate letter or telegram which includes~ r~fn~nce to th~ ,ul1<tlat,on and amendmen1 numbers FAIi URf OF YOURAlKNOWI HX,M['-;T TO BE RECEIVED ATTI IE PLA<f
D[SIGNA IED FOR THF RFrFIPT OF OffF.RS PRIOR TO Tl IE HOUK AND DA IE SPFCIFll'll MAY RtSU! TIN REJECTION OF YOUR OFFER. If Dyv1rt<J~ nt This amendment ym.r rles,re 10 change an offer
'iit1i,~~
t~,';,
~~•;ndJ,.;\~~r~';\'a~S'r~i~,\1;~tio'f\•J 1,~~;,~~ar~
~~l~tW,'~~l;~';ld~n
each telegram orlener makes referenc~ to th~ 1ol1rna1,on and tht1
1) Al COUNTING AND AF'PrlOPi!lA IION DATA {If 1eqwred}

.Sec, Schedule
13. THIS ITEM ONLY APPUESTO MODIFICATION OF CONTRACTS/ORDERS.

lT MODIFIESTHE CONTRACT/ORDERNO. AS DESCRIBEDIN lTEM 14.
CHCCK ONF A THIS Cl IANGC OROtH 11IOSUCD PURSUAN I 10, (Spec, youc11or1ty) TII[ \.HANGC', ~CI 1·0RT1I IN 1·:t~• 14 A1iE'MADE IN THE CONTlli\CT ORDER
------ NO IN ITEM WA,
□
□
THF ABOVE NUMBERED CONTRACT/OROFR I> MODIFIE'rJ TO RF'l ECTTH[ ADMINISTRATlV~ Cl IAi\GES
a~p,opr,or,on date, etc ! SU FOK TH IN I 1H/, 14, PIJRSUAN f 10 THf AIIT! iORITY lJ!- !-AR 43 l U.SIIJJ,
IHIS SIJPPLE"'1ENTAI /,GREEMENT J<,EN ltRLD INTO ?UH~\IAN I IO AUTHORITY OF:
OTHFR 1'iperny ry1,c o mam ,canon ano aumorrty)

FunC~i:g :Jr.l y
E. IMPORTANT: Contractor l2Jis not, O is required to sign rhis document ~nd return copies to the issuing office.
· 4. DESLHIP"flDN m AMENDMENT/MODIIKATlON ( Urgwi1zed Uy Uc F ,ccrro1111eudwgs,,11c1ud1ng
solici1a1,onkonuacr su/J,1earnatrer where leas1bie.}
MODIFICATION CONTROL NUMBER E.0- FSA 0 9 - D-: G_4 IO J~ 6PC Uo: 6
SUMMARY OF CHANGES SecP coc:ti:-,uatio,i sheetc,
t,cep' a, pro•,ided ~ere in all terms and conditions nfthe document re•~rerced in Item 9A ur 1OA as her~tofore
"
changed remain< unchanqed and 1nfull force and effect
JSA.NAMEANDTI I.I: Of )IGNtR (lypeorprmr, 16A NAME AND TITLE OF CONTRA[T'ING OFFIUR flypeorprint,'
:C,:a::::,' S::.,o
Cc:-itr,s_c~~=:s Of~icer
7SB CONTRACTOniOFflROR l'>CIJATfSIGNED 16B UNITED'T 16(. DATE SIGNED
(b)(6)
(Signatureof per<onauthomed to s,gnJ r: ,gnatLJreo .on1''!)' mg
I ~
·, /; - "
/ ,cer! ·-/
N>N /S4Q. 01-1 52 80 0
Previouaeditionunusable ' " STANDARDFORM 30 ,REV. 10·1!"
Prescribedby GSAfAR (48 CFRI:;3_243
ED-FSA-09-D-0014/0016P00006
Page 2 of 3
Summary of Changes
The purpose of this modification is to provide funding for Title IV student loan servicing and Public Loan Service Forgiveness in
accordance with the terms and conditions of the IDIQ and the pricing specified in the Pricing Exhibit (Section 8). The total contract

Line Items Added:

Number
conditions of the 1D10 and the pricing
(Section B).
I Unit Price $1.00
I Extended Price
I Description: Provide Title IV Aid Servicing through approximately March 31. 2016.

Funded Amount $28.500,000.00
ED-FSA-09-D-0014/0016P00006
Page 3 of 3
Line Item 001 0 is added as follows:

Number
0010 Public Service Loan Forgivenessin 143000 DO
(Section B).
I Unit Price $1.00
I Extended Price
Description: Provide PSLF through approximately March 31, 2016.



0202M2016.A.2016.61 0000.ENB00000.6N5.2521 AAAAG.000.N.0000.000000.000000

0202M2016.A.2016.61 0000.ENB00000.6N5.2521 AAAD1 .000.N.0000.000000.000000

1. CONTRACTIDCODE PAGE
" PAGES
,.
ED-FSA-09-D-0014/0016P00007
A .. ..,N NO. .
02/23/2016 "· ,.
See Schedule
EQ.NO. Is. PROJECT
N
' I '
'" app 1Cu,e1
6.ISSUEOBY CODE esA•SS2 7.ADMINISTEREDBY (If other rhan Item 6) CODE SSA-A~
FSA-FS2 FSA-ACQ
Federal Student Aid/Mission Support Group, First SSA . Acquisitions, s;o First St NE . Suite 91F3
NS .
Washington,
Suite 91F3
DC, 20202, us
''° " Washington, OC, 20202, us
o~
8. NAMt ANO AODRE:S~ r..o., weer,,aunty, rarean eJ v,
" <AJ
'" ' '
HIGHER EDUCATION ASSISTANCE AGENCY, PENNl00030774), 1200 NORTH 7TH
STREET, us ~
RECEIPTS OPERATIONS STS FLOOR, HARRISBURG,
"· 171021444,
98.DA,cD I lhM/1)
10A. MOvi -1,.,.ATION

OF 1.0NTRA,.,/QRDcR NO.
ED-FSA-09-D-0014/0016
~ JOB.DATED (SEc ITEM 131
0:101/2015
CODE 00030774 iFACILIT\'CODE
11. I
"
D The above numbered sohcitalion is amended as set forth in Item 14. The hour and date specified for receipt of Offers D is e><1ended, D is not extended.
Offers mu SI acknowledge receipt of this amendment prior to the hou, and date specified in the solicitation or as amended, by one oft he following methods,
la)By completing items Band 15,and returning copies of the amendment; lb) Byacknowle<lging receipt of this amendment on each copy of the offer submitted;
or (cl By separate letter or telegram which Includes a reference to the solicitation and amendment numbers. FAILUREOF YOURACKNOWLEDGMENTTO BE RECEIVEDAT THE PLACE
DESIGNATEDFORTHE RECEIPTOF OFFERSPRIORTO THE HOUR AND DATE SPECIFIEDMAY RESULTIN REJECTIONOF YOUROFFER. 11by virtue of this amendment your desire to change an offer
alreadv submitted. such ,cha.ng~mav be made.by teleoram or le11er,11covidedeach telegram or letter makes reference to the sollcitatlon and this
amen<lment. antlTs received pnortO the open mg hour and date spetified.
12. ACCOUNTINGAND APPROPIRAfl0N DATA /tfrequrred)

See Schedule
13. THIS ITEM ONLYAPPLIESTO MODIFICATION OF CONTRACTS/ORDERS.
IT MODIFIESTHE CONTRACT/ORDER NO.AS DESCRIBEDIN ITEM 14.
CHECKONE A, THIS CHANGEORDERI u~~uAN o, (5pecroyOUt,rotr/y, THE CHANGESSETFORTHIN ITEM 14 AREMADE IN THE CONTRACTORDER
-----< NO.IN ITEM JOA. FAR 52.212•4{c)(1) Contract Terms and Conditions -Commercial Items (MAR 2009)-TAILORED
~
B. THE ABOVENUMBEREDCONTRACT/ORDERIS MODIFIED TO REFLECTTHEADMINISTRATIVECHANGES (5ucha5change5m paying offtee,
□ appropriationdare,etc.· I SETFORTHIN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR 43.103(b),

IHI~ ~U~PLEMEN!AL A(,REEME:NTI~ E:NTE:A.",N
□ 1u, ,.,, HE:R (5pec;ry1ypeotmo<1i

,ca/ionan<laurha"ty
□
E. IMPORTANT: Contractor [81is not, D is required to sign this document and return copies to the issuing office.
14. oESCRIPTIONOF AMENDMENT/MODIFICATIONI Organizedby UCF5ection headings,indudmg so1;c,rat1on/cont,ae/sub1ecrmatrer wherefeo,16/eJ
MODIFICATION CONTROL NUMBER ED- !'SA· 09 -D" 00 14 /0016POOO O?
SUMMARY OF CHANGES See continuation sheet
Exc~pt as provided herein, all terms and conditions of the docum~nt r~lerence<l in Item 9A or JOA.as heretofore changed, remains unchange<l and in full force and effect.
15A.••• ,,, •• "'"'~ • , •• c Vt ~luNrn r •ype or print 16A.NA,.,.n,w I 1.. ~~,, k•n flypeorprmt/
Gibson, Karen
15B.CONTRACTOR/OFFERDR lS<..uA •• ,tuNtO

Contracting Officer
16B. UNITED STATESOF AMERICA b)(6) ' 6C. DATESIGNED
II Signed / Gibson, Kar€ 02/23/2016

(Signarureof per5anaurhor,zedro sign) /SignaturearContracr
NSN 7540--01-152·8070 STANDARO,FORM30 tREV.10·83l
Previous edition unusable Prescr,be<l by GSA FAR (48 CFR)53.243
ED-FSA-09-D-00 1410016P00007
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR) 3192 and 3453. The total contract value is increased by $68,545.00 from
$100,956 869.37 to $101,025,414.37.

Line Items Added:

Number
the terms and conditions of the IDIQ and the pricing specified
In the Pricing Exhibit {Section BJ.
Unit Price I $1.00
Extended Price I
I Description: CR 3192 - In conjunction with the Borrower Bill of Rights, this change request shall support an ongoing effort to develop
borrower communications. Servicers shall send a quarterly statement to all federally held in-school and in-grace loans to borrowers.
Funded Amount I $64,450.00

Number
the terms and conditions of the IDIO and the pricing specified
in the Pricing ExhIbIt (Section BJ.
Unit Price I $1.00
Extended Price .I
Description: CR 3453 - The purpose of this change request is derived from the Student Aid Bill of Rights which is to create a
centralized
customer experience to improve complaint intake, simplify tracking, resolution, and storage processes and improve the analytical
reporting capabilities.

Distribution 1 is added to the line item 0011

DIstributIon 1 Is added to the line item 0012.
0202M2016.A.2016. 61 0000. ENB00000 .6N5.2521 A.A. AAJ .000. N .0000. 000000 .000000

II LUNlhAlll~lUl)C Of P,\C,fS
LfflLll'ILIJAli 4 Rf()\IIOlllmHU<lCHASC Hl:{J no

n,~r::,,_;
. .:,,_,,_,
o ISSUFD RY lO:lL 7 AD,WNISIFRFfJ Al (ffJf
I
,.t 'F' .. I ·c.

;._-,. ,;. 'TL l"' [... ' •. ·. - •
\X) <JA ,\'.'Uw,•.:u11 U• >GclLIAIIU(J riu

~
: •. iJU :111;nH 7':'lc
:·1:l·::1,;.\,l, \":• -
10,\ ,.'.OIJlfl(,\ TIOIi Of LONI~"-( 1-0KIJl~ NO
0.[l-
lXlc,,0'0'0'0''''"0~/'S'o"o~H"o"M~,,'J~------
l'>\CILITY COD[
D Th,, ,lbo·.,, r,u,nb,•red '"l:c<t,ot:on ,s ,1mcndcc: ,1' ,~t forth ,n Item I a, 7 he hour and Gate spcc,f1ea lot receipt of G'fe,s
O"crs must ,lCknowlengc rccc,pt o( th,s arr.~cc:ment pr,01 to the hou, and date spec,fwti ,n the sol.c1l,1t1or\or ,h .,m,•nckd, by enc of the 'olio·.•; nq m,•thoc,
:,,1By rnm1id1ng ,t,,m, 8 •"'" IS, .rn~ re11,rn,ng rnp,c•> u! ,lw ,llnPrldITH'f\l; lb) By .teknm·,lcGg1ng receipt o'th,s amencrr.ent on each cor,y o! the o,:'er sutm,ttcd,
,lnd amemimPm numbers. FAILUREOf YOUR ACKNO','ILEDG'.SEIITTO BERECEIVED
or (c:,Byseparate letter or te'eq,am ,·.-h•cl1,ncluc:es a ,e'e,ence to th~ ,ol1<1t,1t1ur> ATTHE PU-CE
DESIGNATED FORTHF RFCEIPT Or OFFERS Ph:O~ TOTil[ t10UR A;-.;D IJ"-1L S?LClf-lED MAY RESULTIN REJECTIO:JOF "/CUR oc;crn If by v1rtu,' of th,s ,,m,,ncm,•n, )""' d,,, "' :o ch.,ng,• ,rn of!,•r
,,Iready subm,llec:, such ch.mg,• m,;y Ce m,1c:e ty telegram, or letter. c,ov1cec each telegram or letter makes rere,~nc~ to the sol,rna:ior> dfld t\H;
,1mer1a,ner11. ar,d ,s ,~ce,.-,,c vm t◊ me cr,cn,ng to;,r and d,,tc spcc,:,ca.
12. ACCOUNTING "-ND AFek()f-:HA: l()rj DA["-

CHECKO;-.;E ,\ THIS (H,\NGE o.:ccq ;', l',',Ull) PLH',UANT 10 (5pec,fyau/ll0nty) THC CHANGES SIT FORTH IN ITF,\\ 74 IIEf ,.,A[Jf IN THE co~rnACT ORDER
NO.IN ITE:.'.\
IOA. Fi'-.R 52.272-4•.c)ll I Cor.tract Terms and Conditions - C<Jmmercial Items IMAR 2009! - TAILORED
IZl THC ABO'/[ llU\.5EECD CONTRACl O~DLR IS r.10DIFIED 10 R[Fl[CT TIIE ADMINISTRATl\/f (HANUS
□ ap;,,o;,,,u,·c" C:,i,~ e:c i SET FORTH I~ ITEl.l 14. PUR)\l,\NTTO
i t•I~ ',LJ~,'Ll '.1tNiAL .;GCtU.IENi

THF AUTHOmr< OF FAR 43.1 OJ•,bJ
IS tNJEHED INTO PUI\SLJIINT [() IIUTHOl<ITY (.If:
E. IMPORTANT: Cnntranor {gJ1<;not, D is required to si9n thi,; document ~nd return copies to the i55u1n9 office .
. "''
1',8 ,o~;,R,,c:or.OFFff'OP I iC. D,\TEc',IG.\F> 16b, UNI llll ','AILS Of M,IC ~I(~
r:,•, 7'4i-,:; 1:,:-_c, ~ STANDARD FORM 30

Prc·c,ou, ea,:,on c 1CJSJ':',.
EO-FSA-09-0-00 14.'0016P00009
Page 2 of 2
Summary of Changes
The purpose of this mod1focaI,onIs to provide fund.rig for Change Request (CR) 3450. T11etotal contract value Is 111creasedby S57 450 00 from
$101.025.4 14 37 to S 101.082 864 37
All ott1er terms and cond>l1011srema,n unchanged

Line Items Added:
Line Item 0013 1sadded as follows
Item Number Base Item Supplies/Services Quantity Un,J

Number
0013 ··- Change Req°UeS1s. lndiv1dually negotiated 57450 DO
in accordance with the terms a11d
th
Contract Type Firm Fixed Pnce _____ ,c,ocM,•,H,ons
for e IDIQ
U11itPrice 51.00
·Extended Price ·
Descript1on CR 3450 • The purpose of this change request is lo update the loan rehab1lilat1on 1ndicalor which allows
servIcers to determ;ne previously rehabilitate~_!o_ansfor el1gib1lity!O be reformed ag,,a
0,o~------------C
Purchase Requis1t1ons -EDENFS160061"88
---'R='=''='='="=''c'cc'D=Vcclc•"='--------':::002
-----------

D,stribut,0111 Is added to the line item 0013

0202M2016 A 2016 610000 ENBOOOCO6N5 2521A.A AAJ 000 N.0000.000000.000000

11.
IPAGE~
I )
cc F.S/\ )9 C ))lcJ/))16P ) ) )1) 0"1, 2S. 20>: See .S,:hedule
:c;-;A-C''.-;) FSA ACC,
i..J'l..o..-. 1 ~,gt rn, C' )C,)C,), 11;-;
"
~
SE ,~c-c-:i,
,, cc
□
'

H;-F:-;A-~9-L;-~~ I ··I;~~ I0

C·01C·l1n•l~

11, I
' " "
amenc:lment, and 1sreceived prior 16 the open mg hour and date spec, 1ed.

------, NO. IN ITEM lOA. FAR 52.212-4(c)(1) Contract Terms and Conditions - Commercial Items {MAR 2009) - TAILORED
IZl THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECTTHE ADMINISTRATIVE CHANGES
□
/,uch o, change, in payrng office,
appropmn,on date, ere. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b).
OTHER 1Spec,y type or mo 1 1cotion anaai,tnonty!
14 OESCRIPTIONOF AMENDMENT/MOOIFICATION { Organized by UCF secrrn11heading<, mc/udmg sol1c1rar1on/conrrncr mb1ecr mmrer where feasible)
MODIFICATION CONTROL NUMBER :CD- :c; A-C- 9-LJ-C-C- 1 : 'C-C-1 r;:,c,c,c, 1 C-
15A NAME ANO TITLE OF SIGNER (Type or pnnr) 16A NAME ANO TITLE OF CONTRACTING OFFICER /Type or pnnr)
Gil:-::scn, Kc.r en
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
u S1 qr.Pd ,:;, h~.,r., F~,-pr_ no, 25, 2n1c

' (S1gnowre of Conrmcri11g Officer}
NSN 7540-01-1 52-8070 STANDARD FORM 30 (REV.10-sJJ
ED-FSA-09-D-001410016P0001 0
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Requests {CR) 3571 and 3378. The total contract value is increased by $28,790.00 from
$101,082,864.37 to $101,111 654.37.

Line Items Added:

0014 Change Requests individually negotiated in 22870 DO
accordance with the terms and conditions for the
IDIQ.
Unit Price $1.00
I Description: CR 3571 - The purpose of this change request is to improve the availability of Income Driven Repayment
(IDR) plans and provide additional assistance to borrowers. Servicers shall follow a standardized review process for new
and incomplete IDR applications. in addition to utilizing the most recent ""IDRApplication Protocol" document.
Item Number Base Item Number Supplies/Setvices Quantity Unit

accordance with the terms and conditions tor the
IDIQ.
Unit Price $1.00
I Description: CR 3378 - The purpose of this change request is to revise the Treasury Report on Receivables (TROR)
reporting procedure to comply with U.S. Department of the Treasury. Servicers are required to adhere to the revised
TROR Data Call Specifications and reporting template.


D1stnbut1on1 1sadded to the line item 0015.
0202M2016.A.2016.61 0000. ENB00000 .6 N5.2521 A.A.AAJ .000. N.0000.000000 .000000
1. REQUISITION
NUMBER PAGE 1" 3
DFFERORTOCOMPLETEBLOCKS12, 17, 23 24. & 30 EDOFSA-15-001112
2. CONTRACTNO. 3. AWARD/EFFECTIVE 4. ORDERNUMBER 5. SOLICITATION
ISSUE
DATE DATE
ED-FSA-09-D-0014 0017
SEP 10, 2015
a.NAME b. TELEPHONE
NUMBER /No rn!lecr 8. OFFERDUEDATE/
►
7. FORSOLICITATION Amber Jones calliJ LOCALTIME
Amber.Jones@ed.gov
9. ISSUEDBY CODE I FSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE: %FOR:
United States Department of Education □ SMALL BUSINESS □ WOMEN-OWNED SMALL
Federal Student Aid/Mission Support Group BUSINESS (WOSB)
□
830 First St NE - Suite 91f3 HUBZONE SMALL NAICS:
Washington DC 20202 BUSINESS □ ECONOMICALLY DISADVANTAGED
WOMEN-OWNED
SMALLBUSINESS
□
SERVICE-DISABLED (E0WOSB) SIZE STANDARD:
VETERAN-OWNED
SMALL BUSINESS O8(A)
11. DELIVERYFORFOBDESTINA· 12.DISC0UNTITRMS l3b,RATING

□
13a.THISCONTRACTISA
TION UNLESSBLOCKIS
MARKED 0PAS(15CFA700)
□
□ □ '"CODE □
SEESCHEDULE
Net 30 RSQ RFP
15.DELIVER TO CODE FSA-FS2 16.ADMINISITREDBY IFSA-FS2
UrutedStatesDepartmentof Educa~(>n
FederalStudentAIC!IMISSIMSupp0rtGroup
B30F,rs!SI NE· Su.le91F3 Federal StudentA1d/Mission Suppon Group
wash,ngtonDC 20202 830 First St NE- Suite 91F3
wash,ngton DC 20202
Ha CONTRACTOR/ CODE 100030?? 4 ] FACILITY 18a. PAYMENTWILLBEMADEBY

OFFEROR. CODE
CODE I FSA-BUD
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group/Invoice Adm in
1200 NORTH 7TH STREET US Department of Educa11on/FSAJCF0/8G/FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE, Suite 54B1
CAGE: 41UK7
TIN: 231693362 DUNS· 007368103
TELEPHONE
NO.
□ 17b. CHECKIF REMITTANCE
ISDIFFERENT
AND PUTSUCHADDRESSIN 18b SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
OFFER
□ SEEADDENDUM
BELOW IS CHECKED
"·
ITEMNO. SCHEDULE "
QUANTITY "
UNIT "
UNIT PRICE "
AMOUNT
(UseReverseondlor Atroch Addiriono/ Shl'l'n a, Necenary/

25, ACCOUNTING
AND APPROPRIATION DATA 26. TOTALAWARDAMOUNT /For Govt.U<eOmy)
LJ 2/o,SOLICITAT<0N
1NC0RP0RJ\TE56Y
RlFERENCE
FM5l.lll-l, 51.ill-<!. FARSL..lll•l ANDSl.lll-SAREATTACHED.
AOO!'N0A LJ ARE LJ AREN0TATTACIIED
□ lib, CONTRACT/PURCHASE
ORDER!>!CORPORA
TESBYREFERENCE
FARSl.l\l-4. FARSl.l I l-5 ISATTACHW.
ADDENDA □ ARE ~ ME NOTATTACHED
□ 28. CONTRACTOR
COPIES
IS REQUIRED
TO SIGNTHISDOCUMENTAND RETURN
TO ISSUINGOFFICE.CONTRACTORAGREESTO FURNISHANO
--- □ 29. AWARDOFCONTRACT,REF. OFFER
DATED YOUROFFERON SOLICITATION

DELIVERALL ITEMSSETFORTHOROTHERWISEIDENTIFIED
ABOVEANO ON ANY (BLOCK5), INCLU0INGANYADDITIONSORCHANGES
WHICHARE
ADDITIONALSHEETS SUBJECT
TO THETERMSANOCONDITIONSSPECIFIED SETFORTHHEREIN,15ACCEPTED ASTO ITEMS:
30a. SIGNATURE
OF DFFEROR/CONTRACTOR 31a. UNITEDSTATESOFAMERICA SIGNATURE
OFCONrRACTING
OFFICER)
b)(6)
300. NAMEANOTITLEOF SIGNER (Typeor prim) 30c.DATESIGNED 31~-.,..ME OF CONI KACTINGOFFICER (Typeor prim/ 31c.0ATESIGNcD
Karen Gibson 202-377-4381
karen.gibson@ed.gov SEP 10, 2015
AUTHORIZED
FORLOCALREPRODUCTION STANDARD FORM 1449 (REV.3/20111
PREVIOUS
EDITIONISNOT USABLE Premibed by GSA· FAAl48CFRI53.212
"·
ITEMNO. SCHEDULE '"·
OF SUPPLIES/SERVlCES "
QUANTITY "
UNIT "
UNIT PRICE "
AMOUNT
32a. QUANTITYIN COLUMN21 HAS BEEN

AND CONFORMS
TO THECONTRACT,
EXCEPT
AS NOTED:
3:lb. SIGNATURE
OF AUTHORIZEDGOVERNMENT 32c DAT!: 32d. PRINTEDNAMEANDTITlE OF AUTHORIZED
GOVERNMENT
OFAUTHORIZEDGOVERNMENT
32e. MAILINGADDRESS REPRESENTATIVE 32f.TELPHONENUMBEROFAUTHOAZEDGO\IERNMENT
REPRESENTATIVE
329. E·MAILOF AUTI-IORIZED

GOVERNMENT
REPRESENTATIVE
33. SHIPNUMB~R 35. AMOUNT\lt:RIFIED

" " CORRECT
FOR
36.PAYMENT 37.<.Ht<.KNUM
IPARTIAL I IFINAL
38. SIRACCOUNTNO. 39. S/RVOUCHERNUMBER 40.PAIDBY
41a.l CERTIFY
THISACCOUNT
ISCORRECT
ANOPROPERFORPAYMENT 42a. RECEIVEDBY /Print)
41b. SIGNATURE
AND TITLEOF CERTIFYING
Off ICER 41c,0ATE
42b. RECEIVED
AT (Locmfon/
42c.DATEREC'D (YY/MMIDD} 142d.TOTALCONTAINERS
STANDARD FORM 1449 !REV.312011) BACK

E D-FSA-09-0-0014/0017
SCHEDULE Continued
ITEMNO. SUPPLIES/SERVlCES QUANTITY UNIT UNIT PRICE $ AMOUNT $

karen.gibson@ed.gov



None
Period of Performance: 09/09/2015 - 09/08/2016

0001 Provide PCA Third Party Call Monitoring Services, 1.00 SE 543,300.00 543,300.00

0202M2015 .A.2015. ENB00000. 6N5.2521 A.AAG.000.
0000.000000
$543,300.00
NTE NTE
0002 One-time Development Cost 1.00 SE 1,980.00 1,980.00

0202M2015.A.2015. ENB00000.6N5.2521 A.AAJ .000.
0000.000000
$1,980.00

AND 3AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
OF 3 ED·FSA-09-D-0014/0017
I Conlracl ID Code:
·2 AMENDMENT MODIFICATION-NC., T 3 EFFECTIVE DATE T 4 R':ClUISITICNiPURCH/,SE REQ. NO -5 t'ROJEcr~JC 01Jppl,c:ib:")- '
0001 MAY 30. 2017
--~
,3 1SSUED BY '.:ODE FSA-FS2
u,,,te~ St~ie, D"nartm~nl cl Ec!,c;H,~n 7 ADMINISTERED BY (If other 1han 1lem 6) CODE
F,,ue·a, ~ludeo1 A <j,•,,.os,on~ucpo~ Group See Block 6
~JO F,rst S1 tJE ~u le ~l.CJ
=~·~____J·
8 NAME AND ADDRESS OF CONTRACTOR (fJO Streel Coi;nlry Stalt: smd ZIP Codc>)
HIGHER EDUCATiON ASSISTANCE AGENCY PENNSYLVANIA DUNS ,JQ7368103
(x) ! 9A AMENDMENT OF SOLiCITATION NO
-~
1200NORTH7THSTREET Cage Code 41UK7
FINANCIAL MANAGEMENT STl-1 i=LOOR
t·JARRISBURG PA 171021444 9B DATED (SEE ITEM 11)

X ,~/',;,
',O ·ll•t. 1-
1 108 DATED (SEE ITEM 13)

CODE 0003077 4 FACILITY CODE SEP 10. 2015
--- ----~===============~~--~~----
□ The aoove 1111mber1cd sol1c,tat1on•s amended as set for1h,n ,tern 14 The hour and date specified for 1ece1ptof offers 1sextended. O,s D not exlended
Offers must acknowledge rece,pt of lh1s ameridmem pnor to 1he hour and date speaficd ,n the sol:c,talion or as amended. by one of lhe following methods
(3) By completing 1lcms iJ and 15. and re1urmng __ _ cop,cs of amendment. (b) By ac~nowtcdg1ng reccipl or lhis amendment on eaeh copy of lhe offer ~ubm,tted
□ r (c) By separate lelter or telegram w111cl1 includes a reference lo lhe sohc1ta11on
and amendmen1 numbers FAILURE OF YOUR ACKNOWLEDOMENT TO BE
RECEIVED t,T THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER If by virtue 01 this amendment your desire lo change an otter a:ready submitted. such change may be made by telegram or letter. µrov,ded each
telegram or rcncr makes relerence l~~-~~CJ_l~c,tallon ~nd !his amendment and ,s received pr,0110 the openmg hour and dale specified _ _ _ --~---
12 ACCOUNTING AND APPROPRIATION DATA tlf requ,red) Mod1ficat1on Amount S-218 931 79
See Schedule Mod1ficat1onObligated Amount $-218.931 79
1J_THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTSJORDERS. JT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
-·cti;;;i,_
-Q;;;-,A THIS CHANGE ORDER IS ISSUED PURSUANT TO (Specify al1lhonty) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
--j CONTRACT 0RDER NO IN ITEM 10A
jB· THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES 1$uch a;·changes -,.,-·p.1ymg
' office. approp11at1ondate. elC) SET FORTH IN ITEM 14 PURSUANT TO THE AUTHORITY OF FAR 43 103fb)
· 1 C THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF

D OTHER (Specify type of mod1ficatmn and aull1ority)
E IMPORTANT Con1ractor 1 ,snot. Ix Is required to sign this document and return~~-a:copIes to t~e ~~s_uI_ng
office
14 DESCRIPTION OF AMENDMENT/MODIFICATION (Organ:zed by UCF section headrngs. ,ncludmg sol!cilahorVcon1rac1suti1ect ma\ter v.11ere!eas,blel
The purpose of this rnod1fication Is to de-c-bligate excess funds from Contract ED-FSA-09-0-0014 Task Order 0017 Linc llem 1 The total comract
value Is decreased by $218 931 79 from $545.28000 to $326.348 21
All other terms and condIt1ons remain unchanged
.o, c,u,,,.;e~ t,c"'"" "'.Mm>•'""•-~"''''''"qi '"e C::,..curneaL,

,.'' ,c<fl 'io'tl'OC,•'1·n ,;,,-:, ,1,; er , \~ so ,iere,cru,e ct,.,,-,Qc'<Jrerr,o n, on-.:rac~,<l ~nJ ,,, ,~,1 r,.,u ~" eth><•
I SA NAMF AND TITLE OF SIGNER /Type or p1,nl) -- IGA NAME ANO ilTLE OF CONTRACTING OFFICER riype ;,r pnntJ
Karen M.il1on
202-377-4381 Kar~n Mat1on@ed gov
158 CONTRACTORiOFFEROR lSC D1-\TESIGNED 168 UNITEO STATE§ OF AMER1£:A JGC DATE SIGNED
(b)(6) (b)(6)
MAY30 2017
1s,gnalllfe or person 3Ulhrntled lO s1gn1

,S, alure ol Cc-ntract,11Ulficer,
NSN 75-10-01-152-8070 .ST,\NDARD FORI\I JO. (He1·. 10-83)
l'r..:v,oua Etliiion unusabk Pr~,,r h..:i.lby GSA !'AR (48 CFlt) 53 24~

Karen.Mahon@ed.gov

202-377-3577, lynn.smith@ed.gov

Patrice. Washingto n@ed.gov

None
(Changed Line Item)

0001 Deobligation of funds ($218,931.79). 1.00 SE 324,368.21 324,368.21

0202M2015.A.2015. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$324,368.21
PAGE 2 OF 2 ED-FSA-09-D-0014/0017/0001
1 RlQUIS;fl0/1 NUMBER PAGf 3

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, &30 EDOFSA-15-001174 '"
TcONTrTt';tiNO J r,w,1m;:-c-1
IE( rIV[ ,. O~lJ[H .';U,\\BcR 5. SOLICIT,\TION NUli,BlH 6 SOLICITATION ISSUE
lJAT[ DATf
ED-FSA-09-D-0014 0018
SEP 23, 2015
a N,\Mt b TLLLPIIONLNUMBCR ,Ne co,',',•c1 8 OFFER DUE DATE.'
►
7. FOR SOLICITATION Katharine Hill rnl.'s,' LOCAL TIME
IN~ORMATION CALL:
katharIne hIll@ed gov 202-377-4215
9 ISSL;ED BY
CODl I 10. THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE· %FOR·
□ S~IALL BUSINESS □ WOMEN-OWNED Sl,IALL
BUSINESS (WOSB)
□
HUBZONE SMALL NAICS.
BUSINESS □ ECONO!,\ICACLY PISADVA'HAG~P
wo•,•c~-0'/i-~ED Sf.1AL~ BUSLNESS
□
SERVICE-DISABLED 1EDWOSB,<
SIZE STANDARD
VETERAN-OWNED
DtLIVlRY fOR fOB DESTINA- 12.DISCOUNT TL~MS I3a.THIS CONTRACT 15A
" noN UNI ESS BLOCK IS
O Days □ RATED ORDER UNDER
13b. R,\TING
.'.',ARKlD
DPAS (15 CFR 700)
0% 14. Mtrnou Oi' SOLICITATION
□ Net 30
15 DELIVER TO
SEE SCHEDULE
16. t,DMINISTE~ED SY
□ ReQ
□ we
□ eee
CODE CODE I
17a CONTRACTOR/ ioo030774 FACILITY 18a PAYME:NT Will BE MADE 6Y

OFFEROR
CODE I CODE
CODE I
HIGHER EDUCATION ASSISTANCE AGENCY, PENtJSYLVANIA
FINANCIAL MANAGEMENT 5TH F~OOR
HARRISBURG PA 17102H44
CAGE 41UK7
l,N 231693362 DUNS 007368703
Tll[l'IIONL NO
□ 17b CHECK IF REMITTANCF IS DlrrERENT ANO PUT '>LICl1ADDRESS IN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18J UNLESS BLOCK
[xi SE[ ADDcNDUM
n n
"
ITEM NO '°
AMOUNT
Please see continuation page for line item details
I
(U1<'R,•v,,r,,' ,md NA
25 J\CCOUNl ING MW f,PPROPRIATIDN DAT/\
r:co, Add1r,onul Sheer, m ,Vccc•ss0ty,
I
i
26 TOTALAWARDAf/,OUNT (fo, Govt U<e Only)
See Schedule $420.000 00

' J ,,, ,:)' !( l cs1:;s .~cci,c; F,\ 1l S _,Y F,e,st ~, ' "" ·<\l ' )-: S)/'2-·' ,,\ll \2 /I )-J MO 5) /: )-I idle,\;: ,\CHt'.l ,\'.lDlN~,\ LJ ASc LJ A» r;OT ATTarnrn
□ ,\Rt ~ Afl[ "0" ATTACHlO
□ 28. (ON'Rf,ClOH ', RlQUIR[D TO SIGN THIS DOCU'>'.EI-T 1\ND RETURN □ n J\WARDOtCO:-.iTR,\CT: RFF 01ftP
(OPILS TO ISSUING OFFICE CONTRACTOR J\C,RffS TO F\IRN•SH J\NO
OAT[D YOUR 01 fCh Qr,; SOL!CITAflON
:JEl1'.'fr, MI •TF/iS S[T rc,rn1 0~ OTi l[H'/,'l",L IDLWI' ll'.J A~lJVL AriO on ,,1,·, :BLOC~ 5 , INCLUDING ,\NY J\OfJIT1mJS OR Cf-,J\NC,ESWHICH /,RE
AOJITIONAL SllfETS ,ll6JFCT TO THE TFRMS AND CONDITIONS SPECIF'ED SETFOHTH HEREIN, LSACG.~TED AS TO IEMS·
l'.lc Di\tn-:('.NFD-- llb NAME Qi' CO,-,, RACTING OFFICER __jYPc' or prrnri
I 31c DATLSIGNLlJ
Soo Kang 202-377-3798
soo.kang@ed gov SEP 23. 2015
,\UTHORliE'D C[)R I OU,L 'ffP,<ODU( T;C.\ STANDARD FORM 1449 !REV 00011:
PRFVIOIIS ffllT ,{)N IS N CT 'J',t,~•"[ ~rescr,bed by GSA tAR 14S UR', '>'l /1)
;o n
ITLMNO" '
' SCIIWUI E OF SIJPPLIES·SERV1CE'> "
QUANTITY "
UNIT urJIT PRICE
I "
AMOUNT
'' '
I
'
32a QUANTITY IN COi ur,,N 21 IMS BLLN
□ RECEIVED □ INSPE(Ttl) □ ACClPTLD, AND CONFORMSTO THE CONTRACT,EXCEPTA'>NOTED
320, ',IGNAlUHl Of AUTHORIZED GQVEIINMFNT 32c DATE Jlc Pf@TtD NAME AND TITU: OI r,UTHOHILW GOVtRN,\1lNT
REPRESENTATIVF R[PRLSENTATIVE
JH t.1AllIN(; ADOiH:S'>OJ AUTIIORILfD GOVERNMENTREPRESENTATIVE 32f TLLPHONE NUMBER OF AUTKORZED GOVERNMENTREPRFSENTATIVE
!329, L-MAIL Of AUTIIORILED GO'✓rnNMENT REPRESENT

AT.VE
i3 SHIP NUf.',BfiJ 13•1

'/OUCITTR IWMBLR 3> A\10UNTVrn1Flff\ 36 l'AYMLNT 37 CIILCK ~UM'3E:H
CORIJECT fOR
IPAi1Tlt,l
I
lriN,\:-- D CO,\'.eLtTL
D PARTIAL
D FlrJA~
38 S 'R r,CG)U.':~ NO )'):, ,1 VOL:~lllll NU/,1clll1 ,',0 rAID GY
". d I crnTIFY TH,s ACCCU Ni ,s COHRECT r,NO PkO">lH ;.oR PA\MENT 0);, RfCflVf08V 1Pr,m,
CI b SIGW, TLIRCAND ",ITLE OF (fRTltilNC, c;·; IC.LH ,ilc DAE
<lb RECEI\/ED 1\T no,m,on,
·\le OAT!: REC'D (iYiM,'.1.DD} ]")''- TOTJ\L CONTAINERS
STANDARD FORM 1449 IRE'/ 3.'2011, BACK

ED-FSA-09-D-0014/00 18
SCHEDULE Continued
ITEM NO, SUPPLIES/SERVICES QUANTITY ,- UNIT __ _ UNIT PRICE S AMOUNT $
--- - -----------i 7 --+---------
IContracting
Officer. Soo Kang, 202-377-3798,
soo.kang@ed.gov

Connelly, 202.377 3298, tammy.connelly@ed.gov

Patrice Wash1ngton@ed.gov

None
0001 Provide funding for PIV-I Implementation, t11rough 1.00 SE 420,000.00 420,000.00
December 31, 2015, In accordance with the
requirements incorporated via modification to the 1010
contract.

0 202M2015.A.2015. EN B00000. 6NA.2572A.Z8 D _000 _
0000.000000
$420,000 00
-------------- -
___
j
OBTAINED BY STUDENT BORROWER PROTECTION CENTER1-'AGE
AND 3AMERICAN
OF 3 f.D-FSA-09-0-0014/0018

11.Contract ID Code I Pane of Panes
I I
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.
1
PROJECT NO. (if applicable)
2
0001 NOV 17, 2015

UMed States Depar1ment of Education
Federal Student Aid/Mission Suppon Group See Block 6
washington DC 20202
(x)
~

EO-FSA-09-
0.0014/0018
X
11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOL1CITATIONS
(a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy or the offer submitted;
tele"ram or letter makes reference to the solicitation and this amendment, and is received orior to the ooenino hour and date soecified.
12. ACCOUNTING AND APPROPRIATION DATA {If required) Modification Amount: $-13,236.94
See Schedule Modification Obligated Amount: $-13,236.94
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO: {Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office, appropriation dale. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103{b).

X In accordance with the negotiated price in modification 0085 to the IDIQ Contract
The purpose of this modification is to deobligate funds from the task order in accordance with the negotiated price in PIV-1 Definitization
modification 0085 to contract ED-FSA-09-D-0014.
Except as provided heroin. all terms and cond,tions or the document mferenced ,n ,tern 9A or 10A. as heretofore changed, remains unchange<J and in lull lo= and effm:t.
Karen Gibson
b)(6)
NOV 17. 2015

nature 01 L,Ontract,no 1cer)
NSN 7540-01-152-8070 STANDARD FORl\l JO. (Rev. 10-83)
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES QUANTITY W./IT UNIT PRICE S AMOUNT$

karen.gibson@ed.gov



None
{Changed Line Item)

0001 De-obllgation of funds ($13,236.94) 1.00 SE 406,763.06 406,763.06

0202M2015 .A.2015. EN 800000 .6NA.2572A.Z8D .000.
0000.000000
$406,763.06
I
PAGE AMERICAN
2 ED-FSA-09-D-00141001810001
I :
,,,,,,,,,e,,r;'u,a,;,,,,,,,,,,
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~
i-iIGfiE?. 2::u-:;,TIO!l ,,::,S.cc,TA.t,•_,a. AGE~iCY, PE:r:;100G3C7H), 1200 ~;or.Tii 7TH
5TREE7, REC2I~7S OPSIU\7:0'.15 $TH FLCOtL HA?.tUS6'J?.G, fah, l"llO"H4~, US
9UlJAlt[.) i!,t//t,\!i/J
; OA.M(ib1f,(Al,O
\I ,:,F(OIHH( fi(i1\bE,'\
t ,0.
[vj ED-FS;..-09•D·O•'.llS/COlB
l.6J 1ub r~te 1 :M u1
09/23/2015
coot OOCJC77-I !FACILITYCODE
11, ,u
'v""'
Offe,s mu<1a<knowlcd9e rc(ol~l ol 11!;,amendment orlor to the hour aed dJte specified In <ne ,cl,clmlon o, JS amended, by one of t~e f~ll<>wir.~method,
!a;Sy rnmpletlnJllerm 8 aod 15, a~d •Pluming copi~, of the arnenCi,,ent; 1bl ~) ackoew:cdg'ng 1ecelpt d :Misamendment on each copyo/ <l>eoiler 1cbm:11ed,
or kl By ,ep.ira1e lc11e, o, tel•,~•am wl,.ch Include< a reference to the ,~1·,natlcs and ,1mondmen1 number<. FAILU~EO• ~OUR A(t;tWWLWG~~H,ITTO BE RECEIVED
A< THE Pl.,\(E
DESIGNATEDFOR THC RECEIPTOF OFtrn; P~:OR TO Tl1E ~OUR At!Q Q,\T!; SPECIFIEDM,W RESULTIN RE."ECTiOtlOf YOU~OFFER. lfby v,nue of 1hi1 arr.endmenl you, de:i,e 10 (hJnge as offe•
bz
alroad·1 ,u~m,n~d. such chanqe m,y be ma<!e 1eleo,,H,1o, letter. ~1cv1dd each tc'egram or loner ,,,,1;0, ,o fore,·co to 11\e ,ollc.[ltion a~d ,hi,
arner.~menL Md i, rece,·,ed preor 10 ,h~ o~crl"'~ '1oul ,,,u ~.11,•,p,,c,,,ed
i 2 A(CCUr,11rJG M,D A, r ,iOf'l 1AflOrJ OAIA

□ THE,WOVE t11.·1,•.unrn CONTRACTIOi'OEill5I.IOOffltOTO REcLECTTHE ADM:.~1S1RATIVE /JtJW 05 {~OC[jel ,c.;,,,)'lr.g

~'i,,e.
□
CHMIIGCS
<!tp,-r,p, <Jt,o,,d~;. ere , SETro~Tll Ill ITEMI 4. PURSLl~tliTOn1c AUT.IOfi:TY
OF FMF,HIOJ:b'
Hl~,U LcM,rl ALA~HCt~.\CN 1Scr1, ,01ri,orw~,'JMI OAU f1O I YUf.
CMt .- .t.,·.rt 4. c\04 l Clo,;,,,:u~ b;· t:,,, Of Ei :-- AC:s;ini,;t,o:ring t~.<c ·· nc.::act.
E. IMPORTANT: Conn actor D is not, lg] is required to sign this document and return copies to the issuing office.
r.•001c;c.;r1c,N COi ITROL tJUf.!5SR :-.::- Fi,\- 09-!J- C-0l ,J/~·<:·!~~ - -l
tJSn 7S•1U·OlI S1·E~'O STANDARD FORM 30 nv 10-0JJ

r,,,,,oc, ed,t on cl\u:,blc Pro,co.ted c,· GS,\ f-\'l :ca Cf"d 51 H)
ED-FSA-09-D-0014/0018P0000 1
Page 2 of 2
Summary of Changes
The purpose of this modification is to closeout Contract Number ED-FSA-09-0-0014, Task Order 0018. All invoices have been received
and paid and $0.00 funds remain.
File Attachments:
Title Description File Name Entity Reference

Contractor's Release Form GCS-
GCS-001 and
and Assignment of Refunds 001_002_0900014_0 Header
002
Form 018 SIGNED.pdf
U.S. Department ofEducation

_ Washington, DC 20202
CONTRACTOR'SASSIGNMENTOF REFUNDS,REBATES,CREDITSAND OTHER AMOUNTS
Pursuant to the terms of Contract No. ED-FSA-09-D-0014/0018 and in consideration of the reimbursement of costs
and payment of fee (if any], as provided for in the said contract and any assignment thereunder, Penn:tylvania
Hie:her
EducationAssistanceAe:ency (Hereinafter cafled the Contractor) does hereby:
1) Assign, transfer, set over and release to the United States of America, Department of Education (hereinafter
caffed the Government) all refunds, rebates, credits and other amounts (inc/udiny any interest thereon) arising
out of the performance of the said contract together with all the rights of action accrued or which may
hereafter accrue from these transactions.
2) Agree to take whatever action may be necessary to effect prompt collection of all refunds, rebates, credits and
other amounts (including any interest thereon) due or which may become due, and to promptly forward to the
Contracting Officer amounts (made payable to the U. S. Department of Education) for any proceeds so
collected. The reasonable costs of any such action to effect collection shall constitute allowable costs when
approved by the Contracting Officer as stated in the said contract and may be applied to reduce any amounts
otherwise payable to the Government under the terms of this assignment.
3) Agree to cooperate fully with the Government as to any claim or suit in connection with refunds, rebates,
credits and other amounts due (including any interest thereon); to execute any protest, pleading, application,
power of attorney, or other papers pertaining to these items; and to permit the Government to represent him
at any hearing, trial, or other proceeding arising out of such claim or suit.
In witness whereof, this assignment has been executed this 2nd dav of Au~ 1 < +.vear ....2.1) I lo
b)(6)
By:_
CERTIFICATION
Lauren Swett certify that I am the Federal Contract Manager

(Official Title)
of the Penns1lvania Hig~er Education Assistance Agency

(Organization)
named as Contractor in the foregoing assignment; that Daniel C Weigle who
signed said assignment on behalf of the Contractor was then Sr. Vice President · that said assignment
(Official Title)
SEAL
(S1gna@'e)
ED FORMGCS,002, 6/87

Washington. DC 20202
CONTRACTOR'SRELEASE
Pursuant to the terms of Contract No: ED-FSA-09-D-0014/0018 and in consideration of the sum of four
hundred six thousand, seven hundred sixty•three dollars and six cents {$406,763.06), which has been or is to
be paid under the said contract to Pennsylvania Higher Education Assistance Agency ~hereafter ca/led the
Contractor), the Contractor, upon payment of the said sum by the United States of America, Department of
Education, Office of Federal Student Aid (hereinafter ca/led the Government), does remise, release, and
discharge the Government, its officers, agents, and employees from all liabilities, obligations and claims
arising out of or under the said contract, except:
1} Specified claims stated in exact amounts, or in estimated amounts when the exact amounts are not
known:
2) Claims [including reasonable incidental expenses) based upon the liabilities of the contractor to third
parties arising out of the perfonnance of the said contract, which are not known to the Contractor on
the date of the execution of this release and of which the Contractor gives notice in writing to the
Contracting Officer within the period specified in the said contract
3) Claims for reimbursement of costs, including reasonable incidental expenses, incurred by the
Contractor under the patent clauses of the said contract, but excluding any expenses arising from the
Contractor's indemnification of the Government against patent liability.
The Contractor agrees, in connection with patent matters and with claims which are not released as set forth
above, that he will comply with all of the provisions relating to notification to the Contracting Officer and
relating to the defense or prosecution of litigation. The Contractor further agrees, pursuant to the audit and
accounting provisions of the contract that the amount of any sustained audit exceptions resulting from any
subsequent audit by the Government will be refunded to the Federal Government The refund, if any, will be
made within thirty (30) days after the exception has been sustained.
In witness whereof, this release has been executed this 2 11d A:w:J4,,\+. year ....2fJ.1lti
b)(6)
j
By: -
CERTIFICATION
1, Lauren Swett certify that Jam the Federal Contract Manager

[Official Title)
________ of the Pennsylvania Higher Education Assistance Agency

[Organization)
named as Contractor in the foregoing assignment; that Daniel C. Weigle who
signed said release on behalf of the Contractor was then Sr. Vice President · that said release
(Officiaf Title)
was duly signed for and on behalf of said organization by authority of its governing body and is within the
scope of
(b)(6)
SEAL
V
ED FORMGCS-001,6/87
r,,;c,f
OFFEROR TO COMPLETE BLOCKS 12, 17,23,24,&30
' HEQIJI~' r1ori IJUl.1bC ~ , )f 3
2 CONTH,\lT rio ; ,;•,',AHL) ll!LUll'L .; rn;r,1 r( NUY,Hfn S SOUCIT,\T;cur;,_,,,.16ii' 6 SOIICIT,UlmJ l\~Uf

(),\Tf DAT[
ED-FSA-09-D-0014 0019
JAN 01 2017
., n;,,,:l ----·- b TELll·HcH.l t.1_,'.11Hei ·:.,,,•' H l)iffl1D\Jttl,\Tf
►
7. FORSOLICIT,\TION Heather Allen 11'.lf
INFORMATION CALL '"·"'' tCU,I
heather allen@ed gov 202-377-4465

:J IIY
•J 1:;~111 (O!)( ! FSA-FS2 rn TIIIS ACQUISITION IS □ UM<ESTl'ICTEO OI' □ SET /,SIDE FOi<.
□
Un,1,:,dStates O~partmenl of Ed\Jc~:,on SM1\LL !lUSINESS □ ':.'Or.tEN-0'.'.'NEOsr.l,\LL
Federal Stlldent A,d,M,s~1on Support Groep BUSINESS \'."IOSBI
□
830 Forst SI NE - Su,te ~1F3 I IUBZONE SMALL N,\ICS
Wnshir,gton DC 20202 BUSINESS □ CCO'I0'!1::;,,_l Y cJ1s;,u·:,.·,TAGCCl
•::O'.'~" o•:,•1~l) s•.••\CC ~·JS!'lC S S
□
SEl<.VICE-DISABLED 1fD".'.-"1S~
SIZE ST/,ND,\RD
VETERAN-OWNED
SMALL BUSINESS □ S(AI
" LllLIVrnY I OH!-OU LllSTIN,\-

TION UNLESSH~OCK1;
ll DIICOurH llH'l,S
0 Days □
13.,. TIIIS CONTRACTIS A
RATEDOROERUNOlH
131>R,\TltJG
MARKED
DPAS 115 CFH /QQJ
0% I~ METIIOD OF SOll(lll, TIOIJ
□ Net30
StE SCHEDUIE
15.DtllVCRTO CODE FSA-FS2 I~ ADMINISHllllJ ~y
□ ReO
□ IFB
COi.lE
□ Ree
IFSA-FS2
U1;1teU Slates Deca·,,·,eo, c, ;· ~-..cat en
Un,ted Slates DepJrtrnent of Ed~cal1on
FeUeralSluUe,, .. ,d·l,'i>s.~- s~,;;:;~ ·3,c"~
O]C ~ ,csl S<1JE · ~-''°~,F3 Federal Studer11/"<l.'M,ssion Suprort Group
',\'astwqtcr1lK 2,:,202 830 Forst St NE - Suite 91F3
Washington DC 20202
17J CONTRACTOR' FACILITY 18a PAYMtNT \'.'ill BEMADE BY

OFFEROR
CODE 100030774 I CODE CODf IFSA-FS2
HIGHER EDUCATION ASSISTANCE ,',GENCY PENNSYLVANIA Umted Slates Department of Educa~on
1200 NORTH 7TH STREET Federal S1uder1tA,d1M,ss,on Sci~~ort Gro~p
FINANCIAL MANAGE~'.ENT 5TH FLOOR 830 f<rsl St NE - Su11c91!'3
HARRISBURG PA 171G21444 V<.'3sh,ng1on DC 20202
CAGE 41IJK7
2316S3362
""
TELEPHONENO
Duris 007368103
I lh CHECKIF REMITT~NC[ IS DHERHH ,\NO PUT SUCH,;ODRESSIN 18b SUBMIT INVOICES TO ADDRCCSS SHQl'/N IN BLOCK 1Ba UNLESS BLOCK
□ OFFER HlcLOW IS CHECKED
,, □n
SEE;,CDENDU.'.i
n
ITEM fJO SCHWUlf Of SUPPilfS·SE~Vl(t':, '° "
OUMJTITY UWT UNIT PRICE "
/,MOUNT
Please see contmuatIon page for line item details.
·U<, ·"e,,11< ,,,:.; ,,,,,,;c•,,S<f,!."1,<0,"<l,'.l•"'''r< ,\',c,·<>1llyl

fl< I
h ,$ltlUriTIW, MJI) /,i-i'I-Cf-H;;,1:s1 (),",T,\ 2o TOTAi ;,::;,i;u,\'.IOUNT "(,to·.r 1:,,-(),,,j,
See Schedule ' $3,000,000 00
I 1· , ·.. ·c,;,· ...,,..,·.,,:.-
'" ,. ,,,.,.',,,.., ::1.' ll<,ll·,/21/·,Wll,ll,\lfilll
·••,,,, ,..'l. ,\IJlllt,l,\
1 -~□ HLJ r,k",'1,\11.',;Hlll
1.J,_,_,,_,_,_·_·
___ ··_·_·•_·_·
_________ '_"_'_'_'·_'_'_'·'_'
____ '_'·-· ___ ,_,_'''_'_"_"_'_''_'_'_'·_-_,,,
____________ ~[l.:::____J~
tJ .'H (m1T11;,(Tl 'HI', 'ii Q 1Jlid (l TO 5Sl;I: TII,', IJ:}'. \11.11m ,",llll HL1l'11t; n Oil rn
(J,\Tf[") ,c,•,11<
Oi If'·· c}ei ',:_,l:,_1!-\TIU:J
r;u l\"I R ,\LL IH'.:', )If 1crm, '),: un,u;: .. 01 J[,i rn.r ,I[) ;.f;()\.'I MW DIJ,$,jy
·.l>IU(,. 51 lf.UlllJI' :,[>[Jlll()t;', OH (11,\t,DI '., ·."."111(11
,\111
/,!)[)I Tff)W,(_ ',IILl TS ':,',W.'f : r r-,' !H ! i I 1; ,I\ ,\III: Co: lcllll', )~:, :,l'I. C II 11U
3 ) ""'" '"""• '•·•" "' '"' '

Soo Kang 202-377-3798
soo kang@ed gov
'-IJ TIIOR!LC•.J •JR LO(-\'. I fof<J'J'", T1,;,; STANDARD FORM 1449
FRlVl()JS lOITIOeJIS t;:_1·y,.-.,,l_l
·"'
,,
SC!IC(,UI t Dr \Uf r·1lfS ,Ffl"..lc-fS 0',J,\NTlli L'IIIT ffl,CL A'.',OLtlJT
-------t-·---------------------;------t-----t-------t------
I
J2,1. UIJl,NIIIY IN (ULUt.~N 2 I H',S HfN
□ RfCEIVED □ INSPFCTFO □ ACCEPTED, ANO CONFORMS TO THE CONTRACT, EXC[PT AS NOTED
l)b SIGIJATURE OF ,\UTl•O~IZW GO'.'lRIJ'.\llH 32c DAll ll<I !'KlrJTll) N.\.'.',l Nil) TiTll Ci- ,\IHl!Of;IL[l) GOVtf;/l'itlH
RfPRESENT,\TIVf Ri:PRf<;fNT /, TIVf
1,,, /,IAlllNl, ,\lJ[)R[','., UI AUfHUHILll) GUVI Hl/i.1llH nPm ~11,1 /, TIVI
.lo ,\'.',\J\111 I '•ti<ll 11IJ

fc;l<fil IT I OIi
cl
,\] iJ y;,r,.\ I UHl ,\NP ; lllf (II u,rn, 1lllu (,,I:; fl'
STANDARD FORM 1449 FF'/ ) ;:11 I BACK
SCHEDULE Continued
ITEM NO SUPPLIES.'SERVICES QUANTITY UWT P~ICE I
Contracting Officer Soo Kang, 202-377-3798,

soo.kang@ed gov
Primary Contractmg Officer Representative: Lynn Smith,

202-377-3577. lynn.sm1lh@ed.gov
Alternate Contracting Officer Representallvc(s):

Patrice Wast1ington. (202) 377-3845.
Patrice Wash1ngton@ed.gov

None
.
0001 Provide Loan Consolidation Services. through 1.00 SE 3.000,000.00 I 3.000.000.00
approximately March 31, 2017.

4253XNOYR.8.2017 .ENB00000.A 16.2521 A.LLX.000.
0000.000000
S3.000.000.00
Period of Performance. 01/0112017 to 1213112017
__ I
PAGE
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND3AMERICAN
OF 3 ED-FS1\-CJfl-LHJ01~nJ019
1 I 2
0001 APR 19, 2017 EDOFSA-17-000402

Washington DC 20202
(x)

ED-FSA-09-D-001
4:0019
X
See Schedule

X Funding Only
IE IMPORTANT· Contractor [X is not I is required to sign this document and return copies to the issuing office
The purpose of this modification is to provide funding for Loan Consolidation Services through approximately April 30, 2017. The total contract
value is increased by $326,000.00 from $3,000,000.00 to $3,326,000.00.
Karen Mahon
202-377-4381 Karen.Mahon@ed.gov
o,9,·,,11,
,,.,,,,, Ke·e·"'''"""
Karen DN ca US oaU,: ~ ..
O"-C S )epa,tTie,,· o· ca.c,·,oo
co-K,·MM,,l>o,, APR 19, 2017
Mahon O 9 ,342 1"200300 100 1 · a92•CSO
'""
"·'"" ,017,-,419•.,-401 04'00


Karen.Mahon@ed.gov



None
(New Line Item)
0002 To provide funding for Loan Consolidation Services 1.00 SE 326,000.00 326,000.00
through approximately April 30, 2017.

4253XNOYR.B.2017 .ENB00000.A 16.2521 A.LLX.000.
0000.000000
$326,000.00
PAGE 2 OF 2 ED-FSA-09-0-0014/0019/0001
1 I 2
0002 MAY09, 2017 EDOFSA-17-000453

Washington DC 20202
(x)

ED-FSA-09-D-001
4:0019
X
See Schedule

X Funding Only
I E IMPORTANT· Contractor [X is not I is required to sign this document and return copies to the issuing office
The purpose of this modification is to provide funding for Loan Consolidation Services through approximately May 31, 2017. The total contract
Karen Mahon
n,,,,,,,,-,dc1
Karen Of, CaUS Oa', S
,call$ [,c°"Smca,
o,aK,a,oa~na MAY 09, 2017
Mahon os,a,2-scoo,00100,
m
"·"' ,01-c,0,,,03,9
""""'
0,00'


Karen.Mahon@ed.gov



None
(New Line Item)

0003 To provide funding for Loan Consolidation Services 1.00 SE 1,628,000.00 1,628,000.00
through approximately May 31, 2017.

4253XNOYR.B.2017.ENB00000.A 16.2521 A.LLX.000.
0000.000000
$1.628,000.00
PAGE 2 OF 2 ED-FSA-09-0-0014/0019/0002
1 I 2
0003 JUN 21, 2017 EDOFSA-17-000562

Washington DC 20202
(x)

ED-FSA-09-D-001
4:0019
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Loan Consolidation services, through approximately June 30, 2017. The total
Karen Mahon
Cs ,ally"'°'' t<,·Ka,ea ',1ahca
Karen CS ,.cs o-C S Go·,,mrreol
o,,aJ S Der,.,.•,·"" I ol Uocsl'O"
c·-K,,,, ',1ahca JUN 21, 2017
Mahon os '"' • e,nnsoo • on 1 ,.c,scos
8200
c,1e ,017 06 ,, 13 ·, ,e -o,·oo·

Karen.Mahon@ed.gov



None
(New Line Item)

0004 Provide additional funding for Loan Consolidation 1.00 SE 339,000.00 339,000.00
services, through approximately June 30, 2017.

4253XNOYR.B.2017.ENB00000.A 16.2521 A.LLX.000.
0000.000000
$339.000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0019/0003
1 I 2
00190004 AUG 04, 2017 EDOFSA-17-000734
UnitedStatesDepartmentof Education See Block6
FederalStudentA1d/M1ss1onSupportGroup
830 FirstSt NE· Suite91F3
WashingtonDC20202
HIGHEREDUCATION ASSISTANCE
AGENCY,PENNSYLVANIA
(x)
DUNS:007368103
1200NORTH7THSTREET CageCode 41UK7
FINANCIALMANAGEMENT 5THFLOOR

ED-FSA-09-D-001410019
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Loan Consolidation services, through approximately 12/31/2017. The total
contract value is increased by $3,025,791.58 from $5,293,000.00 to $8,318,791.58
Paul Bean,ContractingOfficer
202-377-3710 Paul.Bean@ed.gov
Paul Bean ,.,,,

D,,,rau,
"""'• ,,,.,sea,,
r,r, ,-<IS o-1,S Ooomnca, ,,.,,,
AUG 04, 2017
"""'

Paul.Bean@ed.gov


Alternate Technical Point(s) of Contact:

None
(New Line Item)

1007 Provide additional funding for Loan Consolidation 1.00 SE 3,025,791.58 3,025,791.58
services, through approximately 12/31/2017.

4253XNOYR.B.2017.ENB00000.A 16.2521 A.LLX.000.
0000.000000
$3.025,791.58
PAGE 2 OF 2 EO-FSA-09-0·0014100190004
1 Contr;ict In Corie
7
2 AMLNDMFNT MOnltlCATION NO J FFFFCTIVF rlATF f4 f~LOUISITIONIPURCHASF- RFC) NO !:, PROJEC r NO (If appl1c,c,!Jle1
DEC 11 2017 LDOFSA-1~-000174

f, ISSUUl tJY COLll 7 /1.DMINISTU~lU 13Y(11Dlher lhan item €i1 conF
Un,tbJ State; Departmento1F'1ucat.r1r
f-ederal S·udcnt t.1(l,'M,551on
Suoport Croup
83!lfirslSINl Su1teY•c3
'•Na~n,ngton
DC21J2G2
/J NAML 1\ND ADDRFSS Ot CONlRAC IUR 1NO Str<'c1 Counlry

•IICHFR FDUC>ITION ASSISI i1NCL,\Cf- NC· PFfJ'J2Y.· ✓ /..NI'\
Stc1le and LIi-' Cor1e1
i:·IJN'i ,J1/:J5A111:i Ti,1 'JA AM[NLJMLN" Of SULICITATION NO
12i)l,.NURTH7Tl-<STRFF- Cage Colle 41l1KJ 'I

,b\RRIS8UR(; f'A I, 1~71444 ()f-l rv1TF-IJ ,SFT lff M 11)
,or, MOIJltl(/1TIONCltCUNII\AC :UkULR~,1

"IFSA,-,Kn-oc 14,WJ1q
X
10fl D,\Tf'fJ,SH 11Uv11JJ
COUI: 00030774 r ACII ITY CUUL JAN 01 2017
11 THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITAT!ON ..S~=~----==
D Th,· atiove riumlJe!ed sol1c1t;itron ,s illllf'llci<:(l as sel forth 111

ilf,rn 14 lh<· hrnn and dale spec1hed tor rer:eIpt ot otters D ,s ,:xtt•rHled D,s not eJ<te<KIP:1
Offers must acl<nowledqe receipt of this ~rnPndment pnor to the hour and date srf'ofiPd ,n \lw sol1u1at10n or as arnccndt·rl hy un" of the follow1r,q n1ethods
(<l) Lly compl"1mg 11"ms 8 <lrll11'1 <lfld relurrmIq ___ amend1mmt on P<Kh r:r,py of ttw off,,, ~LJtJ<nlt\t'il
cop,r,s of Jmeridn1ent (b, lJy ;ickmiwlf'd<:Jirlg rc'l.e,µt ol 1111;,
or (Cl Ry seµ;;rate letter or !Plegram which include~ a referenc<' to the sohutat,on and <lrnendment nurnbRrs ~All URF or YOUR ACKNOWLLUCMl::Nl 10 Rl-
kl"CFIVFn AT TH[ f-'LACL Ul::SICN/1TFn FOR THE R[CLll-'l OR OFFFRS PRIOt< TO THL HOUR AND U/\TF Sf'FClrlFD MAY f<[SUL l IN RLJLC ll(lN Clf
YOUR O~FFR If hy vutuc· oflh1s drnerH.Jrnen1your dr,sir,· tu c/ldfl!Je an otter ;ilreil □ V subrrntl,•d ~udl c/1,mqe rn.-1ybe rnade by teleg,;im or ldte, prov1UeU ec1cl1
telegran1 or _let_l_er
rnake5 refere11ce tu the sol1r:1t.it!0n and th,s amendment arid--'~ rec~v_ed pr,or to the opeI11I1g!'OLH and dale sper.1l1E'd __
1? ACCOUN ! INC AND Ar,fiROPr<IA rI0N DA I A {If rpq111rPr1, Mod1f1ral1on Amount $? 51() 000 0Q·
See Schedule Mod1f1catror1 Obligated Amount S3 610 000 00
II HS CHANGF ORDFR IS ISSULD 1-'URSU/\NT TO ,Sp<:'ofy authority) I I IL CHANCFS SFT FORTH IN ITf M 14 ARL MA[)[_ IN r,n
CUNTR/\ClllRDFR!\JO INlllM10/·
------------
11ll /\GOVE NUMBFRFD CON l l<AC l iORULR IS M(JDIFlf[J T(J l'IU l l.'~ I I I IL AlJMINIS IRATIVT CHf1NGFS rsuct, i!S (,hdngcs ,n pd/Hl,J
ort1ce approprIatIon date de) SE 1 f Of< I H IN 11LM 14 f'lJRSlJ/1NT TU TH[ AU l 1101~1I Y ()~ ~ AR 43 1031b 1
\J r1 IIS SUl-'F-'LE-.MENTAl Ar3RFFMENT IS LN I LRLU IN lu PURSUANT TO AU I HORI I Y Of
--------
l) OTrlFR 1Sp.,r.1fy lype of r11ud1f1cat11J11
and ~u!hority1
X Fundmg Only
E IMPORTANT Contractor iX Is not I Is reqrnred to sIqn this docurnent and rcturr, copies to the IssuIng office_
14 I JF SCRlf' I ION Of AM! NDMF NJ /M(JDIFICA TION I Org<l!IILed by U(;~ St'ClI0I1 llr,ad,ngs mclut11ng ~ol,crlat10,1/co11tracl s11bwr:t ma!tPr when' fe~s,bl1;I
The purpose of this mod1f1c;it1on Is to provide addrt1onal funding for Lo;in Consohdat,on services H1rough ;ipproxIm;itely 17/31/7017 The total
contract v;ilue Is increased by $3 610 000 00 from $8 318 791 58 to S11 928 791 08
15A NAME AND fl ILi:: U~ SICNf-R ( lypP or print) 1fif\ NAMF ANn TITI E or CONl RACl INC ClH'ICFR !Type or print)
k,m,P 'vldnrn
;':,2 3,:I 43B' K.icer·l·,1,in,1,1@r,,1
W"
1513 CONTRACTOf<.10i ! Ll<UK 1~C DAIi_ ltiC [),\TL SICNll)
DfC11 2017
IC>1gnaturf' of pnson aulhorited to sIgnJ

(S1_ iature oJ Contracting Officu1
'-"" -~111.II1-I~.'-.~u-II ', I \ ",1) \l{I) H )l{\I .m.( l{n. I II-SJ1
l'r,, l<\lh I d111,,11 Llflll,,li,k l'rc'scT1hc:d i" l ,\\I \I{ 1 I~ ( I I{ 1 ~_; 'I'
SCHEDULE Continued

Karen.Mahon@ed.gov
Primary Contracting Officer Representative Lynn Smith,

202-377-3577. lynn.smith@ed.gov

Patrice.Was hingto n@ed.gov
Alternate Technical PoInt(s) of Contact:

None
(New Line Item)

1008 Provide additional funding for Loan Consolidation 1.00 SE 3,610,000.00 3,610,000.00
services, through approximately 12131/17.

4253XNOYR.B.2018.ENB00000.A 16.2521 A.LLX.000.
0000.000000
$3.610,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014i0019P00005
i
II' • •'I ; , C J,J, ii•
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-,] '
I, ·:.ir,., '-" ie'h•' flld<f-• ·ft·r· ,·
',. \J IN· -·.1 f i-- ,1· ,.- 1 111·
l:)' ''
13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACTIORDER NO AS DESCRIBED IN ITEM 14.
·I~, .~,, f- 'T'' I"• 1',>,u· , l'l,l~<..1:,1,~.
rsI 1,i ''I f f,' j;, It·, I ' ·..1 I
i\' 1,1 1-1 " ,, J'
'.I, '·J' I' fJ; · ''I Ir I. .. '.· ,j,~~.
X -:,-i,,-j1·.c,:,s 1·.,,·nr ,--,: ,'_ll l'.L'l'I', r\'1'1' CRF:C1
IMPORT AN~
l l.C"l.YII Ti: N
T·,c :..,,;:~c,,p .. · ",;c., .,

:"11- f:,· Ut"Cc':l"C.t"' rv1
Daniel C Weigle
Senior Vice President
i·JI
DEC 28 2017
,1 \'ll\lHll()l{\1311.rRn 111-:...11
•CI '- ,, h I ,.... I \ i\ I~ J ' I
SCHEDULE Continued

Karen.Mahon@ed.gov


Alternate Technical Po1nt(s) of Contact:

None
PAGE 2 OF 2 ED-FSA-09-D-0014/0019P00006
1 Contract ID Code Page of Page.,;
2
2 AME.NOMLNI MOUl~IC/dlON NO :, FfrFCTIVf I lA IL 4 ISi OUISI l lONIPURCHASF RF() NO T ci PROJFr:T NO iif appl<e,1hlci
DEC: 29 70F c J!lFSA-' 8-fl007YC

I
G ISSUtfl t{v -'\I JMINIS I Ll~LU l.lY 111oilier than 11<"1"!ii CDDr
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,,\~I:, r, rr,·; ·,,i',, '-·IP.'(iJ (X)
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u:ii J003077'< JAN01 2D1,-
Offc-'S ll'llSI ,1C:kt70wlc-,.1~,' rt"if;lp[ 'Jf ill,~ carner>nn,e,qj pr:or ID tlk 17(/LJrrt rid ddk ~lh'ClflHI '" tl1r- s,il1uLH10'1 ,)i ,JS ,1rn,·11d,•rl t,y '.rH' ()f thr- ':,IIOWlfHI r11cctl1u(h
,.-,_,f--'yu,r11plet"llj ilPlll'S P. ~ml,,.. ,mr1 r,•ILJrf\lfl:j ____ copies :JI i"lrlHlrlll7f'l11 :t,, >-y ~ckr'u•v1cdqir1q rrcceIµt cJt1111~ clllWWlrn,,,,. url hH'll l UPV ut tile •J11l'r,,u:,r111tte,.1
r_;r:c, .,, ~qnr.-11,; l,;tlc-r ur tc-ler;r,m, -:✓h,r,r, lrt~IL,:1f'~ cl r,>fr-rcr>cc 10 ['le ~oi'c,[d110rl dnd ;irnenrlnlf'nt rlllrnl,u~ : /I.II Ul-il_ UI YUUf-/ :,cKNOI//U u-:;r.11:Nl TU l-'-f-
1-!LU 1\/f-lJ,\T !HF "I ACf. [lL'.cF.:N!,ILLi f()R !Hf- "FCf'lf'T (JR C.>TT[PS l''h'ICk !U llff HU.Jr< /1NI! ')1\Tf Sl'F r~lf If'") t,•IAY !-/LSLII IN kl Y ( lli)N •:Of
"l 'Ui-/ UI; L.ei I' '.lV v1rtlJl• r,f lh1~ ctrll(·rs,Jr•,cnl your dtSl-'I· to ct1~11q,•Clrl r,ff,,, ~lr,•,ld·,- •,i,l,r:>1tlu1 's(o,;h cha,iqp n1;iv br- mark bv !<·lr,9r,lrl1 '" l>'lt,:1 f)l,JVllkd ,;cid
1"1,;~rdr· or letter ·11a~es cefd(•11r.f' ,,; t,·,c sulir ..1ldt1;;r, car1(1 th,s drnemJn:ent a'lrl ,s lf'CP1v,·rl prior tu ~lie JJ)e'lr.'.22._!_FHJ' :iwl rlat<' s_r:'of1,~rl
12 f\CCOUNTINr", -"'NI) :.:-,;;:,I~(ll'h'l,', [l(IN ,it, TA , Ii ~,-,i,11,t-11 - .. - Mc,'.J1/!c:at,cn Ar7Clillll 4D3 s:; coo::m
See Schedule Mad,f1ccl11or Obl,gil!Pd Ar7Cllll7\ s:;40.) cooJII
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14
2s ~ ·f•c; ( '11-\N(",I -'.)"[)f- R IS ISSUF i) l'Uf"./SU,~N I 'U , -.;pl,C!t,' a1,t11er•ty, THF Ci 1ANl;f S S! I ()I-/ 111 IN 11i rJ 14 /IP' MArJt IN ff It
, :, :N I liA:. I ,-Hl )I II r~:l 1~111' M 1 ~-/.
t; i -,f- ,:,1,,)\/1 NLH.1[111-/l[j '·'uN] R,\l, 1.-c,r--::·1fII I~, r,1()I Jli II ; ~JI/LI ,_LI. I l 11L 1\[JMINI'.,. Rl-, 1I\·C ,:H,-,N(__,/-_'.:,
lSL,cll d~ cild'lljtc~ II" !Jdylll j
Jfi<.,; ·1pvr')l;'ldllfJrl '..id\f, ,,t,,; :-;1 I >-,)R:'"' IN l~F') '4 ;,ur<SL·A"I' IC IIIL AUi i1."fSITY \lf" t-',P 4110lrb:
ll ! i IL.I~ ,~,per:,\· lyp,-, of• ·,1d1fi;:;,t1r,r1ctrld dUti1',r1ty,

X 1·.Jr>illl'] Qr1ly
IMPORTANT Contraoor X ,;; r"nt

14 I)l ')( .Rlf' I 1,.)N (.'f" AML Nll~1L NI -~1c1uI; I(>\ I l(JN 1( .'r'JClrl1/,:r11,y UCI ~e,. ,,,Jrl IHodl1ir1,-1~111r:lirn,1
1 q ~01,~1tat1,J1\l''.Orlll
ci"1 ~.,t,_;,,,_rrlld[lt'r wh--re fl'dolhl•·
11-e p,1rpose of tr'·s mod1f,cil'.1or' ,s to i::rovIcie 'L:•'d1nq 'or loan co'1sol1dc1t1:m servIcir1g '.hr011qh app·ox1r11atel-, Marci 3" 2018 The total cor1trac
,1Jluc ;;; 111usased Cy S7 403 001) C-J fr0m $ 1 1 928 (!c:J11,8 tel S 14 :~.11-;-91 r,,ci
, ,, L' h •l•,v ,,,.,· ,.,.,,,,,..,,,,,,,,,,,.-. t, 'f ,I' •J H I"' "-,II t 1111It• '
• 1 "''
nr '"' or pr,r,[)
, .. , ,J'
ICJA Nt,'v1f AND TITI F SIGNf f-! I lvpe 1ii A Nil.Ml ;\NU 11 Tl f- ()f- t:DNT RAC Tl N(; ! Jtt ICFf"-i 1"'!yp,, or pr"l! !
~,,·p. t-,lano11
1'.,1, ',UNTR,\Cl·'.JR.(JI I 1-ISUI-!
DEC 29 201,
'--.','\--;\lllli I,>:,;r,-i! -, I \ '\II \l{ll I ()!{\I JU. (Rn. ltl-iOl

I'· , ,,,,, .. I ,.i; ,,,. ·--,:,,_" l'·,·,,:1 I,,,:l,,1,,\I \l'.1L~i ll<,''.~i--
SCHEDULE Continued

Karen.Mahon@ed.gov


Alternate Technical PoInt(s) of Contact:

None
(New Line Item)

1009 Provide funding for PHEAA Loan Consolidation through 1.00 SE 2,403,000.00 2,403,000.00

4253XNOYR.B.2018.ENB00000.A 16.2521 A.LLX.000.
0000.000000
$2-403,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0019P00007
1 RLQUIS<TIONNUMBlR PAGF 'Ce 3

2 CONTRACT NO J A'.'/ARLlill I tC lP/l •l ORDlR NU/,ISll1 S SO:ICIT,\TION NLJf.1BFR 6 50I1CITATION ISSUf
0/,TE DATL
ED-FSA-09-0-0014 0020
JAN 01. 2017
a. l<AMl b TELEPHONf NUMBFl1 1Noco1ieu l:i. Off FR OLIEDATE·
►
7. FOR SOLICITATION Heather Allen cai/;J LOCALTIME
INFORMATIONCALL: heather allen@ed gov 202-377-4465
9. ISSUEDBY I FSA-FS2 IS □ UNRESTRICTED OR □ SET ASIDE:
United State$ Department or Education
CODE
'°
□
THIS ACQUISITION
SMALL BUSINESS □ WOMEN-OWNED SMALL
'/, FOR:
Federal Student A,d1M1ss1onSupport Group BUSINESS (WOSB)
□
830 First St NE - Suite 97F3 HUBZONE SMALL NAICS:
\/VashingIon DC 20202
BUSINESS □ ECONOMICALLY DIS,\DVANT,\GED
\'IOMl'N-01'/N['[) S~'A'. I, BUS1N~ss
□
SERVICE-DISABLED (ElJ'.'.'OSS1 SIZE STANDARD·
VETERAN-OWNED
SMALL BUSINESS OB!A)
DELIVERYFOR FOB DfSTINA-

" TION UNLESSBLOCK IS
12. Dl'>COUNTHHMS
0 Days □
13a. THIS CONTRACTIS A
RATEDORDERUNDER
lJb.RATING
MARKED DPAS (15 CFR700)

0% 14. METHOD OF SOLICITATION
□ Net 30
□ □ □
S,Q
15 DELIVfRTO
SEESCHEDULE
CODE SFA-ACP 16 AD/1,INISTEREDBY
'"
CODE
RFP
IFSA-FS2
US C·epanment of Ceuca• on,'f"SA
United States Dep~rtment or Educat,on
Acq ~~d Contracts Pert 830 Firs\ SI NE - 9:n Flovr
W~sr.,,1;itcn CC 2G202-54Q5 Federal Student A1d/M1ss1onSupport Group
830 F,rst St NE - Suite 91F3
Washington DC 20202
17a CONTRACTOR/ CODE lo0030774 I FACILITY I 18a PAYMENTWILL BE MADE BY

CODE IFSA-BUD
OFFEROR. CODE
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA Budget Group,Invoace Adm,n
7200 NORTH 7TH STREET US Depnrtment or Educat1oniFSAICF0/8GIFSA,l\
FINANCIAL MANAGEMENT 5TH FLOOR 630 f,rst Street, NE Suite 54B1
HARRISBURG PA 171021444 \/Vash1ngton DC 20202-0001
CAGE 41UK7
231693362
""
HLEPHONf NO.
DUNS 007366103
□ 17b CHECKIr REMITTANC[ IS DIFFERENTAND PUT SUCH ADDRESSIN 18b SU8MII INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
OfTER BELOW IS CHECKED
□ SEEADDENDUM
19, n n
ITEM NO.
,0
SCHWULE OF SUPPLIES/SERVICES "
AMOUNT
iU,c Rner<e ondio, Attach AdJ,,,c,,a/ Shee!< os Nc'C('$SClrJ)

2J ACCOUNTING AND APrROPRl/,TION DATA 26 TOTAL AWARD AMOUNT (For Go,, L's€ CJn/1!

IJ i "<>\'.:Ll(I r,\f ,ON It1:QhP~P,\'.CS BY Slr [OEN~[ ',\R ll 2ll·l, Ii lli 4 r ,\H >1 21C-< SNIJ ,7 ,1,.\ AHLAl IMH>IJ ,";l)C,Jllt, I 1,,,- LJ OH[ ,,OT ,,n,.rnrn
[J 28 CONrnACTOR IS o'1EOLJIRED
TO sIc;N THIS DOCUMENT ANLJPtlU~N
cor;cs TO ISSUlt<GOFFICE co;,rnr,CTO·R/,(,RCb ro I l,~!;'l',H AhD
.. □ 29 /1W1\RDOF CO.'lTR,\CT REf
-- -- orrrn
DATED \'OUR OFffR ON SGLICITATIDr<
OFLII/FR t,I l lTFM', ',fl l"O~TH OR OTl llRWl'>l lD[NNIED ABOVEANG O:S M<Y IBLO(K ',), IN(lUOING ANY ADDITIONS OR CHANGESWIIIUI ARL
•.DDITIONAL SIIHTS SUBJECTTO THf TFm.1sANO corwITIQr!', ',pt(lflllJ SU I lJHlH Hti!flN, I', r,CnPI fl),\', TO ITEM',,
300 SIGNATUREOF OFffROR,cor,TRA(TUri :SIGNl<TUl!EOF CQ.'/Tri,\CTINGOFFICER!
' (b)(6)
'Karen.,Gibson
JQb, NM',t AN[) ilclt Of IIGNlH T:,p,' r.r rrml,'
1 JOc LlAll '>IGNLD ,i)';,eup•1:,r1 JI c !),\ rt ~I;,NfU
202-377-4381
karen.g1bso11@ed gov DEC 29, 2016
AUTHORl?FD FOR I OC>\LHEPRODUCTION STANDARD FORM 1449 IRf\/ ;/;0111

Pl-:EVIOUSFDITION I', NOT U5,\~LE Pr,'scr1berl by C,5-\ r ,,11,:ss cm:, '>l) 12
n n n
,s
JrLM NU, '"
SCHfDIJIE or SUPPilfSiSFRVICES QUANTITY UNIT UNIT PHlll
J2a. QUANTITY
INCOLUMN21 HJ\S BffN
□ RECEIVF.f) □ INSPFCTED □ ACCEPTED.AND CONFORMSTOTH!' CONTR,\CT,EXCEPTAS NOHD:
32b. SIGNATU~L Of AUTIIORILLIJ GOVLRNMLNT 32c.DATE 3)d PRINTED Nt,Mf /,ND TITLE or 1\UTHOHILtO GOVtHNMLNT
REPRESENT
1\TIVE R[PRLS[NTATIVE
Jk MAiliNGADDRESSOF AUTHORIZED
GOVERNMENT
IH:PRESENT
/,TM: 32f THPHONE NUMBER OF 1\UTHORi'fD GOVERNMENT REPRESENTATIVL
329 l-MAIL OF /\UTHORIZED GOVrnNMENT REPRfSfNTATIVf
H SHIP NUM6ER 30 VOUCHER fJUMBFR 3'.> i\MQ\JNTVfHII lfi) 36 PAYl>',ENT 11 CHFCK NU.\',RtH
l0RHLO FOR
IPARTIAL I IFIN,\L D CO'/,F'.LTL

D Pf,,'1TIAL
D rni-a..1
38 S. H AlCOUW NO 39, <,:HVOUUILH NU/,IULR ~O PAID BY
_,la I CERTlrYTlliS ACCOUNTIS CORR[CTANDP!KWLRro11 PAY/.',LNT 42> ~ECEIVED BY -'Pr,m)
41 b, SIGNATURE ANO IITLE or ([HIii YING 01 flUK 4\c DATL

·12b. ~LCLIVW AT ilcwr,0.,1
4Jc Dl,TFRE(fJ :c'Y/,',!.'~•DD! 142c.

TOTAL CONTAINERS
STANDARD FORM 1449 ,,RLV 3.20\ 11 BACK

F:D-rSA-C9-D-OO 14/0020
SCHEDULE Continued
--,-
ITEM NO. SUPPL1rn,scRVICES QUANTITY UNIT UNIT PRICE S AMOUNT S
Contracting Officer: Karen Gibson, 202-377 ·4381,

karen.gibson@ed gov
Primary Contracting Officer Representative: Lynn Smith.



None
0001 Provide Title IV Aid Servicing for TEACH Services such 1.00 SE 101,000.00 101,000.00
as Grant monitoring, through approximately January 31.
2017.

0202M2017.A.2017 _ENB00000 .6 NS.2521 A.AC B _000.
0000.000000
$101,000.00
PAGE 3 or 3 ED-FSl\-09-D-001~/0020
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT : 1 · Contract ID Code · Page of Pages

~I -2. AME:.NUMl::::NI -MODIFICATION No:·~------..----3-. -EF-- llVE [)Ai°L
!--1::.-C --.. ~i:-REOLi°ISfrlON/PURCHAS_f_~
_R_E_Q
___ __-.---s_-,-JR-◊-JEC l-NO.
N_O
I I
(if applicable)
1 1__
1. ·--
t
I
~·II--·------
6. ISSUED BY
_ _0_0_0_1
_____ ~~~~=Fs~A--AF~214~??_1_1_
t:(J[JF ~ ---
EDOFSA-17-000308
..--------·-·------:--::-:::-=------------'-·-----"----------·····-----
7. ADMINl~.:;TFRf.:OBY (If other than item C) C()DE
-------.--·----------,
lJn1te-d States Department of fc.ducahon
i-;ederal Student A1d/Mis.s1on Support Gro,,p 1 See Block 6
630 Fif5t St NE • Su11e91 f-3
Washington DC ?020?
I
I'
I
~-----~- ..... ,., ·····~------- ~ •• ·---·--. ·- -··-~ -------~~-~---~-- • ••• •• • •••••• •• -~- '. ·- - - -- • • • - • •• -·----
1 ................. "-& •••• ~---··-~-----~----·· - • -·
! 8 NAMEANU AD0RLSS OF CONTRAC roR (NO .. Slreet Country. Slate and ZIF) c:ode)
HIC;HFREf)UCATION ASSISTANCE: AGFNCY l'FNNSYI VANIA DlJNS: 007368103 (x)
1200 NORTfJ ?Tl·-! S fRf-:.1:::.
f Cage Code. 41 UK7
FINANCIAL MANAGEMENT 5TH tLOOR
HARRISBURG PA 171021444 98. [)ATEfJ (SEE ITEM 11)
'
\.-...._,._
_ _.,---t- •-•-- L •• .._.~- •-------------,-,-------------~
/ i 1OA MC)DIFICATION OF CONTRAL:T,fJRDER N().

I · : 1<-tSA-r19-U-on
14/Cn:,,,_;
.X !
--····--··-~ ···~···••y,., ... ~ ~ ···---------,
1()R l)ATF D (SEE ITEM 13)

CODE 00030774 JAN 01, 2017
11. THIS ITEM ONLY APPLIES
~ .. . .... .. ... .
TO AMENDMENTS OF SOLICITATIONS i
.. y~-- ---~-- .. . ·-· .. -·- - . -- - ·- ~-~-·-·-··~-- -~---··· .... ·- ., ., • _____ ,,____ ,,_,.......,................. .._________ ,.,,... , ., .. - . -·-. - ---·--- --· . - .. - ... -~------- ·-·-- ·······---······--·---··---;
'
D The above nurnbere~.l sulic.1tdtio11Is ,Jtllt)11tlt:d as set forth 111Itu1r: 14. The 11our and date sp(:Crfietl to: H!C:nIp1 ot otters D 1sextended. D 1s not extended. I
Offers musl acknov.tled~e receipt of lh,s an1endrno:nl pnor to the hour and dalt"~ sp1-ac1fiedin tl1e sohcitalion or as an1encted, by one of the followinrJ rnettlods
(a) By completing ilen1s 8 and 15. and r elurninq ___ copies 0f r1111enrlrnent:(tl! L~yacknowh:dg1no nc>r:eip!of th,s amendn1enl on each copy of the offer !;ubn1itled:
. or {C) lly separate leller or telegram which includes a rererence lo the sor1citahon and an1endn1ent nun1bers. ! AJLUR[ or YOlJR ACKNOWLEOGMl::N r TO Bt
f~ECEIVED AT THE PLA(;E DESl(;N/,TFO
·1' F()fi T!~F RF(~FIPT ()R ()Fi-:EF~~; f-lr~1or~TO TJIE I !()UR AND DATF SPF(:IFIFO MAY RFSUI T JN RFJF(:Tl()N !)F
Y()UR ()FFFR If by virti1(➔ ot thi!i arnendme:nt yot1r de~ue f(J clianyti 1H1ott0,r already ~uhn1itted, suclr chanqc n1ay tJc rnad(1 by teleyrarn or letter. provided eaci1
f _ll!l~~!arn_{)_!_ r~fe,enr:c to HJ~
lctter_!_~~~-k~s and_is n:cc:ivt:d pnor to _thi:__
solicit.';lt1g~)and ~~.!::;_~1nc_ndfnr":_11t. o_p~:_ning"
ti_our,:;indtt~f~ s_pt~~1!i~~1,
. -, ____ __ _ ____________ ~
I t 2. AC(.:UUN rtNG ANL) Af:,PROPRIATION f)ATA {If ff''"JUlred) Mod1f1cat1onAmount $180.000 00;
see sc~iedule Modification Obligated Amount $180.000.00;
I
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACTIORDER NO. AS DESCRIBED IN ITEM 14. ,
waa - -•••••••---•-••• •- .. ~---•••-••-•• ~--~••.,.~~••••~•=••rn -~------ ------- =--,-:----,------,7 ---------•-~• I
(~heck l)ne A Tl-JI~;C!--I1\N(;E ()R0ER IS IS~;UE[J PUr-{SlJANl T() (~~pec:1tyc1u!honty.1 TIIF CllAN(,fS SET F()RTH IN ITEM 14 ARF MADF IN T~lF I
CC)NTRACT C)RDFR NC). IN !TEM ·1OA.. 1
• ••••• ••-• -~T•-~~• ~ • • -• •~~ ~-~-• -- • • • "" • • • •• • =•• • • • ••••-••--•• •-• •••••-•• • •~ •• • • • • • • -• •- •- 0 -••• • • •-- -- - -
8 Tl-IF ABOVF NUMB~RFr) (:.()NTRAC:T/CJP[JFP IS l\,l()[JIFIFD T() r~EFLfC:T TflF /\OMlNISTRATIVF C~f/\N(~ES (such as changes in paying
office, apµropriat1on di'.llt1. (~tc1;.;[T F('IR I HIN f ILM 14. F'URSU/:i.NT TC) TH[ AUTHOR! rY C)F !-AR 4'.~_103{h).
,_j ----··-··~-------+---::::----------------------~---~- ...~ ............. ....,. ,__ ~_________
,_.,_.,_.,.,,_.,......,..._,_
........... _
c: Tt-!IS SUPPtEMENT /\l A(;RF:F~JlFNT ts EN TEREU IN l () F•Uf\~UANT T() AU Tl ror~ITY OF:
X
; EIMPORTANT:
1~-M•••--•
.......
-....•.. is required to sign this document and rr~turn
~ umuu .. m
copies to the issuing office
Contractor
~-•~••~••.a~.--='----
•.....-•-••· •
•. • • -•• •---•-----._-
fX is not
• • •
I • • --•••••- ••T • .... • h ••--. - • • -~-----•-••• •• -•-y• •,•.h~.•~••• •
, 14. DESCRIPTION OF AMFNOtv1FN11M(JOlrIcATIClN (C)rg,H111cd hy lJt,F section headings, 1nclud1ng 5ollc1tahon/contract :-;ubJt:CIn1atter where feas1ble1
· Provide additional funding for TEACH servicing
I
through approximately March 31. 2(117. The total contract value 1sincreased by $180.00<J.OOfrom
1
$101,000 00 !() $281.000 00
i All other terrns and conditions remain unchanged.

I
ht=-1P1u. a:U terrr1".=, dJI.J -::01H.t1h<.;:r1s qf lh•·: 11ur..un-.~_·IU1"•;,;'~-t;:-ia•t'.1:c.-1:;J,:j
••••••••
! .>:.-.,·.t-,'pl
;.t.~ provided
-•---•••••-~r~•--~•- -----•••.-••~~-----•-••--•
n-·;.nt1-rn
•• ••T.~~-•••••••••-• ---•~--••-••• •-
L)/j. or it~ ...
•••~• ••••-••-~ •--r-•••-•
, .-1.1·, l1.1~H.~tc-i(""1C~dl.:i.nt)~~d.
••••••••~---~ fPUl(Hn·~
~-••••-r~••
unthanqed
-•-•a••-~••••
and ffl lull fotc:P.
••••- •• - ••••••••-
nnd ~ffl:!-.r.t
•••••••••-••-·· ••·• -~ • --•-- ---• -•• .. ••••••••-•--- -• • u ••• ,
15A. NAME. AND IITLL Of SIGNLR (Type or print) , lf5A_ NAMI:: ANlJ IITL[ OF CONTRACTING 01 t-lCE::R (fype or print)
i K~ren t,,1.~hon
_202-3774331 Karen.Mahon@ed.gov
..... ------··-·---··-······· ...... .

:. 1SB. CONT RAC! OR/IJFl-[ROR
I .. - -- --- - ·:- -,\c--[)ATL ;;·iGNll)'. 1GE!. lJt-.ilr1~() ~:-YA
f['.~''if"°A)J1-[Rl.(;A-------~--,6C. DAIE SIGNE:(}
b)(6)
MAR 14, 2017
~Signature ot person authoni:ed to sign} ~· . -

' (S i!JI,~ti..1rec.>fContr ac 1nq Officer J
N'.-,N l:i-io-01-1 :-,~"X071J
LIU QI Q I A I
iiiil L iii!ZiiZii. Eh WIJIII •• - ., •••••1•-
s·1,\ ~I).\ l{I) F()J-l!\I 30. {lte\. 10-MJI
l'n.::vi11usI .d!lion tnIusablt· Prc..cril"ll..'.d
hy (rS. \ r ,\lt cl8 C'FffJS.1.~·13
SCHEDULE Continued
··--------1
------------+---· ---~'<----·- ---+-----------I

Karen.Mahon@ed.gov


Patrice_Washington@ed.gov

None
(New Line Item)

1007 Provide additional funding for TEACH servicing, through 1.00 SE 180,000.00 180,000.00
approximately March 31. 2017.

0202M2017 .A.2017.ENB00000.6N5_2521A.ACB_QQ0.
0000.000000
$180,000.00
L__ _____ ___j__ ___________________ " • •-•• -.- • r 1-,•-•--- -•-• - • "••--•- ■ - --~----~----~-----------•-
PAGE 2 OF 2 ED-FSA·09·D-0014/0020/0001
1 I 2
0002 APR 13, 2017 EDOFSA-17-000406

Washington DC 20202
(x)

ED-FSA-09-D-001
4:0020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for TEACH servicing, through approximately April 30, 2017. The total contract
value is increased by $96,000.00 from $281,000.00 to $377,000.00.
Karen Mahon
),a,ta a,gaed b' Ka,ea r.<a-c•
,•
Karen )fl C-.JS 0-.J S Go.e,,ameot

ooaU S C~w•1m1'"' or [Oocoi,o'
co.Ka,ea Wa-oo APR 13, 2017
Mahon 0 '2142
''"""
)ale'°""'
,,,,,-,,-.-, 100 " 1 """'
13 ,c,33 ·s 0400


Karen.Mahon@ed.gov



None
(New Line Item)

0002 Provide additional funding for TEACH servicing, though 1.00 SE 96,000.00 96,000.00
April 30, 2017.

0202M2017.A.2017. ENE00000.6N5.2521 A.ACB.000.
0000.000000
$96,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0020/0002
1 I 2
0003 MAY11,2017 EDOFSA-17-000462

Washington DC 20202
(x)

ED-FSA-09-D-001
4:0020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for TEACH servicing, through approximately May 31, 2017. The total contract
Karen Mahon
'M"C-
Karen "'"'
cs
MAY 11, 2017
Mahon f~;fcc,·cs
,oo' '""'"''
' '"" ,, 0400'


Karen.Mahon@ed.gov



None
(New Line Item)
0003 Provide additional funding for TEACH servicing, though 1.00 SE 85,000.00 85,000.00
May 31. 2017.

0202M2017 .A.2017. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$85,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0020/0003
1 I 2
0004 JUN 21, 2017 EDOFSA-17-000567

Washington DC 20202
(x)

ED-FSA-09-D-001
4:0020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for TEACH servicing, through approximately June 30, 2017. The total contract
Karen Mahon
''""' "'""" '"'""'
.)"'''"''
Karen JS ,.US o-l S 3,o,w~ea'
C -l. s .Jep,,-·Me·I
ca.Ka•eo >.1ahc•
"'""'"""
JUN 21, 2017
Mahon u '"'"
"""'
)ate
i,,uuauu 1uu1 '·""'-'
201' 062' loUI 3' -01 00


Karen.Mahon@ed.gov



None
(New Line Item)
0004 Provide additional funding for TEACH servicing, through 1.00 SE 84,000.00 84,000.00
approximately June 30. 2017.

0202M2017 .A.2017. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$84,000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0020/0004
1 I 2
00200005 AUG 04, 2017 EDOFSA-17-000719

FederalStudentA1d/M1ss1on
SupportGroup
830FirstSt NE· Suite91F3
Washington DC20202
AGENCY,PENNSYLVANIA (x)
DUNS:007368103

ED-FSA-09-D-00
1410020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for TEACH servicing, through approximately December 31, 2017. The total
Paul Bean "'''""''"""'"m"' "'·'''"''""

D,g,i~,, ss·ec o, Pa. Be,o
Dt< ,.us ,.us Go,e,om,·· oo.US
AUG 04, 2017
o, ""' ·,,,;,;,aa 1,;,; 1 1 ·"'"'· ,oo
""' ,a11,;,01aacc0'-atW


Paul.Bean@ed.gov



None
(New Line Item)

1008 Provide additional funding for TEACH servicing through 1.00 SE 420,663.00 420,663.00

0202M2017.A.2017. ENE00000.6N5.2521 A.ACB.000.
0000.000000
$420.663.00
PAGE 2 OF 2 EO-FSA-09-0·0014100200005
Po of Paoes
AMENDMENTOF SOLICITATION/MODIFICATION
OF CONTRACT \' coo""'°Code
I 1 I 2
2. AMENDMENT MODIFICATIONNO. IJ. EFFec1•v!ipjrE 4. REQUISITION/PURCHASEREO. NO. 15. PROJECT NO. (Jr applicable)
00200006 AUG~2017
6. ISSUED BY CODE FSA.·FS2 7. ADMINISTERED BY (II otherthanItem 6) CODE
UnitedSlatesDepartmeot
of Educalion SeeBlock
6
FederalSludentAici'MissiOn
Support
Group
830FirstSI NE- Suite91F3
Washington
DC20202
8. NAME ANO ADDRESS OF CONTRACTOR{NO., Streel, Counlry, Stale and ZIP Code)
HIGHEREDUCATION
1200NORTH
FINANCIAL
ASSISTANCE
7THSTREET
MANAGEMENT
HARRISBURG
AGENCY,
5THFLOOR
PA171021444
PENNSYLVANIA DUNS; 007368103
CegaCoda:41UK7 - (x)
9A. AMENDMENTOF SOLICITATION NO.
10A. MODIFICATIONOF CONTRACT/ORDERNO.

EC-FSA-09·0-0014/0020
X
CODE 00030774 I FACILITY CODE JAN01, 2017
D The above numbered solicitation Is amended as set forth In Item 14. The hollf and dale specified for receipt of offers ls exteoded, D
not exlended. D1s
Offers must acknowledge receiptof this amendment prior to !he hoU" and dale specified ln the solici\alion or as amende<I. by one of the following methods:
(a) By completing Hems 8 and 15, and re\umlng __ copies of amendment: (b) By acknowledging recelpt of1hls amendment on each copy or the offer submitted;
or (c) By separate letter or telegram which Includes a reference to the solicitalkm and amendment numbera. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVED AT THE PLACE DESIGNATE□ FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND CATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by virtue or this amendment your desire to change an offer already submltled, such change may be made by telegram or letter. provided each
tel...,,ram or letter makes reference lo the solicilaUon and !his amendment. and Is received nli<Jrto the o inn hour and dale sneciried.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: S-420,663.00
Modification Obligated Amount: $--420,663 00
See Schedule
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACTIOROER NO. AS DESCRIBED IN ITEM 14.
Check.One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO; (Specify aulhonty) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office. appropriallon date. e1c) SET FORTH JNITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
C. THIS SUPPLEMENTAL AGREEMENT rsENTERED INTO PURSUANT TO AUTHORITY OF:
D. OTHER (Sped\ type of modification and au\hortty)

X Mutual Agreement etween the Parties
E:. IMPORTANT: Contractor r

is not, Ix is required to sign this document and return caples ta the issuing office.
'
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF sedion headings, including sollcilallon/contract slAlject matter where feasible)
The purpose of this modification is to de-obligate $420,663.00 from Line Item 1008 on Contract EO-FSA-09-0-0014 Task Order 0020. The total
contract value is decreased by $420,663.00 from $966,663.00 to $546,000.00.
E•~eiit 8$ ~"d•d here;,,. oll lenns an<! cond:!llcns orn,e d1>Cumor.1

1ell!fenced !ti item 9A o, 10A. a, hertlotore dUlnQed. remllin1 lff\dlOnged and 111
lull lON:e..,d •~ea.
15A. NAME ANO TITLE OF SIGNER (Type or print) 16A NAME ANO TITLE OF CONTRACTING OFFICER (Type or prlnl)
uaritJ C.W-el'jt: PanlBean,Contracting
Officer
202-.377-3710Paul.Baall@edgcv
Sr.\Jiu :Prc:~d&.+'\eJl...coJ,i
5erl'I.UYLL
158. CONTRACTOR/OFFEROR
' 15C. DATE SIGNED
r)(6)
168 UNITED STATES OF AMERICA 16C. DATE SIGNED
,~ tr\3
l
rb)(6)
..... I a/;r/r7 AUG 1-ii-2017
(Signature of person authorized to sign) (Siana lure of Conlractina Officer)

NSN 7540-fJl-I52-8070 STANDARD FORM 30. (Rev. 10-83)
Previous Edition unusable Prcscrib~-<l
by GSA FAR (48 CFR) 53.:?43
--
SCHEDULEContinued
111!MNO. SUPPLIES/SERVICES UNITPRICE $ AIIOUNTS
""' I
!
ContractingOfficer. Paul Bean, 202-377-3710,

Paul.Bean@ed.gov
Primary ContractingOfficer Representative:Lynn Smith,

202-377-3577.lynn.smith@ed.gov
Alternate ContractingOfficer Representalive(s):

Patrice Washington,(202) 377-3845,
Primary Technical Point of Contact: Lawrence Porter,

202-906-98B2,Lawrence.Porter@ed.gov
Altemale Technical Point(s)of Contact:

'
None
(ChangedLine Item)
1008 De-ob!!gatlonof funds ($420,663.00) 1.00 SE 0.00 0.00
Accountingand Approprlallon Data:

0202M2017.A2017.ENE00000.6N5.2521A.ACB.OO0.
0000.000000
$0.00
'
I i
i
I I I
I
!
----------------------~---~---------~-------
PAGE 2 OF 2 ED-FSA-09·0·0014100200006
1 I 2
00200007 AUG 16, 2017 EDOFSA-17-000849

SupportGroup
Washington DC20202
DUNS:007368103

ED-FSA-09-D-00
1410020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for TEACH servicing, through approximately December 31, 2017. The total
Paul Bean ""'"M'"""'"''•O>

""' ·· ··,....
o,,,,,,"''""''"""'"
,.,,c,, •
,_,_,,<' ,e,c AUG 16, 2017
"''" """'" ""' '·'"""""''
o,~ '"'""'""'"'·''""


Paul.Bean@ed.gov




None
(New Line Item)

1009 Provide additional funding for TEACH servicing. 1.00 SE 420,663.00 420,663.00

0202M2017.A.2017. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$420.663.00
PAGE 2 OF 2 EO-FSA-09-0-0014100200007
•,X:
: .; I, ,r.··
X
□" ., 111,,
', I:,.
l ·'t''l
·I,
,:,·,
, ·I, ,r,
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,;,,., ,,ttr,,, ,:n·,-r,1 Vl <J' ,.,,,,
,, n a I,'" ar1, ·---I , · ,t·, 1-, ,j'
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-! "'!' 11''·I.,_ ' I.·,,, : 1I: ,,,,:.:·'
13 THIS ITEM ONLY APPLIE'S TO MODIFICATION OF CONTRACTS/ORDERS IT MODl~IES THE'. CONTRACT·'ORDER NO AS DESCRIBED IN ITEM 14
·1,, ,1, ,,.r: -,, ,.,,
rJ: I'·, 111
L'L.:.
__
,i, i : r-J, 1 i r)
f,1- ;,1,1·,7 ;:,I 'I
X :,~, l Al~,::·kf::L_·,
IMP,_)RTAN-:- i" di,~ l"C'L111· ____ _
,11 ,,J ,,i r:.,· F;,r,1·:~r

;1
Daniel C Weigle
Senior Vice President
DEC 28 2017
', I \'\II \ Rll I Ill{\ I 311.I l<n . I II :-,_,1
"' "'
SCHEDULE Continued

Karen.Mahon@ed.gov



202-906-9882.Lawrence.Porter@ed.gov

None
PAGE 2 OF 2 ED-FSA-09-D-0014/0020P00008
1 Contract IU Code Page of Pages
1 '' 2
2 AM[NDMFNT MOOlrlCA TION NO 3 1-F-H-CTIVF 11ATF 4 RFClUISITIONIPU!~C/ IASI RI O NO 5 PRO.JFCT NO pf apphcablcl
DEC 29 201-;- [LJOf-SA-18-000'88

G ISSUL_U l3Y COUL f SMSL 7 ADMINISTFRFD BY 1lf ott1er tllicm item G) COUL
'.Jr·;t,cG
States Deoanmem of Fducarion ::;,:,;Rlock6
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83(Jf-1rs1
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8 N/\f'ylf ANf) AOORFSS OF CON I RAC l DR (NO Strf'l't Country Stc1te drid ZIP C:ol1e1 '1A AMFNOMFNT or SOLICIT/l.TION NO
H(;HFR [::u,_::,,.
l()N ,\SSIS" ANCE' AlP-K>. f'~"JNSYI '/CNI; ou~:; tlC-7~6s·-::,:i
1:!00 NliWH 1TH SI~!::~ I Cage :.:ud~ 41IJ>\,
rn,;:JJCIAL /i-\l<f-,~U,1Lri l ~.-i--, ~l -'.X!R
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f'J',, 1 '1(121,14.! hiliUATlu ,sf~ 11~M 111
'
'
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:14,,Iv17c
, Xi
____
J I 10~- [)/\)FD 1$FF ITFM U,
UJ[)F 00030774 ---1 fACII.ITY CULll JAN 01 2017

11 THIS ITEM ONLY A_l:'_PLIESTO AME_~OMENTS OF SOLICITATIONS
D Ttw ;above nunibered sol1r.itat1on ,s ;iniended as sel for1h 111 ,tem 14 l h,, hrn1r all(I ,late sµ1,c1her.1tor rn:e1pt ot otters
□ r,u: c'xit'r1ded D,s
Otfr·rs n\w,t dcknow1edge rf'r.f'1pt of th,s ,lrlll'r1dmen! µ1101lo til<c hour ,md datf' sp,•r:,f1(·(I ,r1 the sol1uldlmn or as arnf'ndf'd by nn,· :,r lilt· fnllowir)!J 1lHc"\IHJth
,a, Ry u,mplctir,q ,tern" cl <H,d 15 ,md rf'l1,rrnnq ___ ~up,e,, of drnend,nent 1b1Uy ar.k11<,wlr,dy1ngruc:e,µt of il11" ;unend111e11tun Pddl u,py of thr· uflr,i ~LJl,m1tt<·,1
rJr 1_1;>Uy·sep;ir;itf' lf'tter or telegran1 which lficlude~ ;i cpfnpnr,,--, !o ttw soltetlat,on and dmer,dment '7Umbn~ FAIi URF Or YUUR A'::KNO\NLLUr.:>MLN I '(_) l3L
F<l::CLIVL.lJ Al l H~ f'l ACF m:s1r~NAl[[l I Ok I I IL kt.U::ll'T OR orrFRS PRIOl-i TO 1I IL I IOUk ANO f)/1 TF Sf'FCl,IFD MAY R[SUL l IN l~ULC I IClN ()f-
YOUR Of"f"[P If by Vlr11lf' of th,s ilrm,r>dnH·nt yo11rdc:.ire to ch;inqf' illl off('r cllrr·ady s11bnut1Pd ~u~h chrlnqe may be made by telf'gr;im or k-lte, rrov,decl ca;;t,
tdeqran, o, letter mc1Kesreterence 10 The sol~c,tat,on c111t! this d111e11drnentand ,s rec~1vt"d pr.or to t1e ope111r_l_'.!_11our cu1adate ,;per.i_!IE'._d
_____ _
12 /\CCOUNTIN0 AND Af'!-'f<Ul-'Hli\ l l()N [)/\ TA (if ;r,w,rcd: Mod1f1cat1on Amrn1:1t s-'.c< mx1·JJ
See Scnedule M'.ld1f1cat1cn Ob!1gated Am01...r1t S/9 800 CC·
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED !N ITEM 14.
A THIS lllANr;f ORl)FR I'-; ISSUfr1 f'URSIJAN~ 1r_1 .,<,;per;,ty~11thcJf1ty1
THF l""'.HAN('.e"SSF_ I (]RlH IN 111M 14 /\RI ~1r,,D! IN ll'F
C!JNfl<AC I Ul-/1.ll 1-/ 1\,(1 IN ITfM 70/·
R THf- AJ-lUV/- NUMlllYLU ,__UNTRN, l /(JR[)Fk IC>MUI ilf lf-l) r U f-il f-LU .. ' l HI:: AliMINIC> l k/\ I l'vf- CHf,Nl,1::0 (suet, cl~ chdrl\J'-'~ Ill fldYlrlll
0ttir.,, app,op,,dtl()f< ddie ek; Si f ()RTH IN I rrr.1 14 r~RS~AN l I G I I IL AU l lJURI ,y rn· f"/\R 4-1 1m1h,
n-w,SUF'f'L[MlN I AL NJRU Mf NT IS FNTFRFD INTU l'URSUAN I I() AU l I IURI TY (Jf-
D ,)I, ll.R 1Spe,~1tyiype oi rrrn,itf1<.,it1or,,ir,11 dLJtilor1ty1

X f·,mrlin(j Or 1 ly
IMPORTANT Contractor :X 1s not i ,s requ1•ed to sign this docm1ent and 'etwn ---·~~copies to :ne 1ssL11r1goffice _______________ _
14 DI SCRIPTION Of AM[NDMLN l lMOUI~ IC,\! ION I CJrgn111Jerlt1y UCf seU1ur' l1ec1l1,nqs 111i:l11d1nq
<;ol1c1tat1011/rnnlr;ictsr1h[Pct mc11lerv.11e1Pfeds1t:>I,_,
1
The pumose r)f tr>1s mod1f1cat1or1 1s to orov1de lund111q tor TEACH serv1c1rig tr11ough apprcx1matelv March 31 2011:', The total contract value 1s
1ncrec1sed by S/<::.
1 80G no fror,1 $9f36 '363 00 to S10413463 OU
15A N/,\i\F ANn TIT, For SIGNf I-!; Type orprint) lbA NAML AND 1111C- lk CCJNTRACTIN(; OFFICFR ,Type or p11nt1
f ,;re~ Mano·,
;"f,/-3~,-1.:,w "o:c·,r.,~r,,aricrec
.,~.
1'.iLJ '.:O"ITRfll:TOR:1Jlf"f f<Of< 1'.il: l)A.f-Sl(_;N~ll 1fjb UNIILUSll•.ILSO~AMLRIC/1
l(b)(6)
DEC 29 201 I
\S1<_1'',dlure
of Cur11'actirv Ott1u,rJ
'-ii \'\U\IHlHllt\lJH.1lfr,. l0-8J1
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

1010 Provide funding for TEACH servicing through 1.00 SE 79,800.00 79,800.00

0202M2018.A.2018. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$79,800.00
PAGE 2 OF 2 ED-FSA-09-D-0014/0020P00009
1 I 2
0020P00010 JAN 17, 2018 EDOFSA-18-000229
SupportGroup
Washington DC20202
MichelleReaves202-377-4395 michellereaves@ed
gov
PENNSYLVANIAHIGHEREDUCATION
ASSISTANCE
AGENCY (x)
DUNS:007368103
FINANCIALMANAGEMENT5THFLOOR
HARRISBURGPA 17102 9B. DATED (SEE ITEM 11)

ED-FSA-09-D-00
1410020
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for TEACH servicing, through approximately February 28, 2018. The total obligated value is
Exceptas providedherein.all termsand conditionsof the documentreferencedin ,tern9A or 10A.as heretoforechanged.remainsunchangedand in full force and effect
KarenMahon
D1g1tallysigned by
Karen Karen Mahon
Date·201so117 JAN 17, 2018
Mahon 11:59.09 -05'00'
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

1011 Provide funding for TEACH Servicing, through 1.00 SE 80,200.00 80,200.00
approximately February 28, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$80,200.00
PAGE 2 OF 2 ED-FSA-09-D-001410020P00010
1 I 2
0020P00011 MAR 01, 2018 EDOFSA-18-000328
SupportGroup
Washington DC20202
EddieLowe(202)377-3714Edd1e.Lowe@ed gov
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410020
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for TEACH servicing, through approximately March 31, 2018. The total obligated value is
KarenMahon
D1g1tallysigned by
Karen Karen Mahon
MAR 01, 2018
Date: 2018.03.01
Mahon 15:54:23 -05'00'
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)


0202M2018.A.2018. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$80,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410020P00011
1. REQUISITION
NUMBER PAGE 1 OF 3
SOLICITATION/CONTRACT/OROERFORCOMMERCIALITEMS
OFFERORTO COMPLETEBLOCKS12 17. 23, 24, & 30 EDOFSA-17-000718
2.CONTRACT
NO. 3. AWARD/EFFECTIVE 4. ORDERNUMBER 5. SOLICITATION
ISSUE
DATE DATE
ED-FSA-09-D-0014 SEP 01, 2017 0021
a.NAME It. TELEPHONE
NUMBER /No co/lee/ B.OFFERDUE DATE/
►
7. FORSOLICITATION Kimberly Espinosa calls! LOCALTIME
INFORMATIONCALL: kimberly.espinosa@ed.gov 202-377-3850
9.ISSUEDBY CODE ! 10 THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE: %FOR:
---
□ SMALL BUSINESS □ WOMEN-OWNED SMALL BUSINESS
(WOSB) ELIGIBLEUNDERTHE WOMEN-OWNED
□ HUBZONESMALL SMALL BUSINESS PROGRAM NAICS:
BUSINESS □ EDWOSB
□ SERVICE-DISABLED
VETERAN-OWNED
SIZE STANDARD:
SMALL BUSINESS □ a (A)
11.DELIVERYFORFOBDESTINA-
TION UNLESSBLOCKIS
12.DISCOUNTTERMS D 13a.TI-IISCONTRACTISA 13b.RATING
MARKED DPAS(15CFR700)
0% 14.METI-10DOF SOLICITATION
□ SEESCHEDULE
Net30 n RFQ
□ '"CODE □ RFP
15.DELIVERTO CODE ISFA-ACP 16.ADMINISTERED
BY I
US Departmentor Eduoauon/FSA
Acq, and ConlraCIS
Perf .• 630 F,rst Sl NE - Sth Floor
WashingtonDC 20202-5405
17aCONTRACTOR/ CODE 100030774

OFFEROR.
I FACILITY
CODE
18a.PAYMENTWILLBEMADE BY CODE I
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA
CAGE: 41UK7
TIN: 231693362 DUNS: 007368103
TELEPHONE
NO.
□ 17b. CHECKIF REMITTANCE
ISDIFFERENT
AND PUTSUCHADDRESSIN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
IX]
SEEADDENDUM
w.
"
ITEMNO. SCHEDULE
QUANTITY dJtt "·
UNITPRICE "
AMOUNT
(UseReverseand/orAttach Additional51,eersas Necesiory)

25. ACCOUNTING
AND APPROPRIATION
DATA 26.TOTALAWARDAMOUNT (ForG<M.
UseOnly/
L,J 27•. SOLICITATION
INCORPORATES
BYREFERENCE
FAR52.211- 1,SUI 2-4. FAR52.212-l ANDS2.212·S AREATTACHED.
ADDENDA L,J ARE LJ ARENOTATTACHED
□ 27b. CONTRACT/PURCHASE
ORDERINCORPORATES
BYREFERENCE
FARS2.ll 2-4. FARS2.212-5 15ATTACHEO.
ADDENDA □ ARE ~ AR!' NOT ATTACHED
□ □ 29.AWARDOFCONTRACT,REF.
28. CONTRACTOR ISREQUIRED
TO SIGNTHISDOCUMENTANO RETURN OFFER
COPIES TO ISSUINGOFFICE.CONTRACTORAGREESTO FURNISHAND
---
DATE YOUROFFERON SOLICITATION
DELIVERALL ITEMSSETFORTHOROTHERWISEIDENTIFIED
ABOVEAND ON ANY (BLOCKS),INCLUDINGANY ADDITIONSORCHANGESWHICHARE
ADDITIONALSHEETS SUBJECTTOTHETERMSAND CONDITIONSSPECIFIED SETFORTHHEREIN,ISACCEPTED ASTO ITEMS:
30a. SIGNATIJRE
OFOHEROR/CONTRACTOR F CO/flRACTINGOFFICER)
" b)(6)
30.,. NAMEANDTITLEOf SIGNER (Typeorp1int! 30,.0ATESIGNEO 31 . NAME0,1".vNTRACTINGOFFICER ypea,prim/ 31c.DATESIGNED

Soo Kang 202-377-3798
soo.kang@ed.gov AUG 31, 2017
AUTHORIZEDFORLOCALREPRODUCTION STANDARDFORM 1449 (REV.2I20121

PREVIOUS
EDITIONISNOT USABLE Prescribedby GSA- FAR148CfR) 53.212
n n
"
ITEM NO. '°
AMOUNT
320. QUANTITY IN COLUMN 21 HAS BEEN
□ RECEIVED □ INSPECTED □ ACCEPTED,AND CONFORMSTO THECONTRACT,EXCEPTAS NOTED
32b. SIGNATUREOF AUTHORIZEDGOVERNMENT 32c. DATE 32d PRINTEDNAME AND TITLEOF AUTHORIZEDGOVERNMENT
32e. MAILING ADDRESSOF AUTHORIZEDGOVERNMENTREPRESENTATIVE 321.TELPHONENUMBEROF AUTHORZEDGOVERNMENTREPRESENTATIVE
32g E-MAILOF AUTHORIZEDGOVERNMENTREPRESENTATIVE
33 SHIPNUMBER 34 VOUCHERNUMBER 35 AMOUNTVERIFIED 36. PAYMENT 37 CHECKNUMBER

CORRECTFOR
IPARTIAL I IFINAL
38 S/R ACCOUNTNO 39 S/RVOUCHERNUMBER 40 PAID BY
41a. I CERTIFYTHIS ACCOUNT 15CORRECTAND PROPERFOR PAYMENT 42a RECEIVED

BY (Print)
41 b. SIGNATUREAND TITLEOF CERTIFYING

OFFICER 41c. DATE
42b. RECEIVED
AT (Location)
42c DATEREC'D (YY/MM/00) 142d.TOTALCONTAINERS
STANDARD FORM 1449 {REV.212012) BACK

ED-FSA-09-D-0014/0021

soo.kang@ed.gov

202-377-3577, lynn.srnith@ed.gov



None
0001 Provide funding for Title IV aid servicing. 1.00 SE 59,277,000.00 59,277,000.00

0202M2017.A.2017. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$59,277.000.00
0002 Provide funding for servicing of Public Service Loan 1.00 SE 515,139.37 515,139.37
Forgiveness.

0202M2017.A.2017. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$515.139.37
PAGE 3 OF 3 ED-FSA-09-D-0014/0021
1. Contract ID Code Page of Pages
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT I •
NO. (if applicable)
00210001 1
SEP 01, 2017 EDOFSA-17-000940
6. ISSUED BY CODE 7. ADMINISTERED BY (If other than item 6) CODE
AGENCY.PENNSYLVANIA DUNS007368103 (x)
~
1200NORTH7THSTREET CageCode41UK7

ED-FSA-09-0-0014:'0021
X
D The above numbered solIcItatIon Is amended as set forth In item 14. The hour and date specified for receipt of offers D is extended, Dis not extended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods
(a) By completing items 8 and 15, and returning copies of amendment, (b) By acknowledging receipt of this amendment on each copy of the offer submitted,
telegram or letter makes reference to the solIcItation and this amendment, and Is received prior to the opening hour and date specIfIed.
See Schedule
---------, CONTRACT ORDER NO. IN ITEM 10A.
X FAR 52.212-4{c)(1) Contract Terms and Conditions - Commercial Items (MAR 2009) - TAILORED
14. DESCRIPTION OF AMENDMENT/MODIFICATION {Organized by UCF section headings. including solicitation/contract subject matter where feasible)
The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4240.
The total obligated value is increased by $76,400.00 from $59,792.139.37 to S59.868,539.37.
The total award value was omitted from the base award of this task and was $217,257,537.01 upon award. In adding the .. See Continuation Page
[xcept as provided herein. all terms and condItIons of the document referenced ,n ,tern 9A or 10A as heretofore changed. rem ams unchanged and in lull force and effect
PaulBean ContractingOfficer
1
SEP 01. 2017
(Signature of person authorized to sign) (Signature of Contracting Officer)

NSN 7:'140-01- 15?.-8070 STANDARD FORl\-1 30. (Rev. 10-83)
Prn·iow, Edition unw,ahlc Prescribed hy GSA FAR (48 CFR) :B.243
AMERICAN FEDERATION
value of CR 4240 to this task order, the total award value of this task order is increased by $76.400.00 from
$217,257,537.01 to $217,333,937.01
The Approval Date for this CR is 9/01/2017.
PAGE 2 OF 4 ED-FSA-09-D-0014100210001
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-0014,
Task Order 0021 funded by Line Item 1007.
COST CR DESCRIPTION
4240 $75,400.00 The purpose of this change request is to implement the

revised Employment Certification Form and the Public
Service Loan Forgiveness application for Forgiveness
under the approval of the Office of Management and
Budget, Control Number 1845-0110. The servicers shall
update their procedures, calling scripts, and provide a
compliance statement.
PAGE 3 OF 4 ED-FSA-09-D-0014/00210001

Paul.Bean@ed.gov




None
(New Line Item)

1007 Provide funding for Change Request 4240. 1.00 SE 76,400.00 76,400.00

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$76,400.00
PAGE 4 OF 4 ED-FSA-09-D-0014100210001
1 I •
00210002 SEP 08, 2017 EDOFSA-17-000900
SupportGroup
Washington DC20202
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

The purpose of this modification is to incorporate and provide funding for Change Request 4259. The total obligated value is increased by
$3,180.00 from $59,868,539.37 to $59,871,719.37. The total award value is increased by $3,180.00 from $217,333,937.01 to $217,337,117.01.
The Approval Date for CR 4240 is 9/8/2017 .... See Continuation Page
Paul Bean"""""'" "·'•'"" '"·'•'·'""

"''"''"'"' ,,"" "" ,-<IS o-1,S C,-•~ncol m,-1,S
[
SEP 08, 2017
,,,,,., "'"'"' 10: 1 '·'-'""""'
'.,~ ,o· "'"'' '"' co ,~ ,,,

AMERICAN FEDERATION
Changes to the Change Request's Implementation Date may only be approved by the Contracting Officer or
Contracting Officer's Representative and only in writing.
PAGE 2 OF 4 EO-FSA-09·0-0014100210002
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-0014,
CR ID COST CR DESCRIPTION

2017 ICR Income Percentage Factors in accordance with
the Federal Regulation 685.209(a)(2)(i). The servicers
shall determine the income percentage factor by
calculating the borrower's monthly payment based on
the borrower's annual or discretionary income
information, family size, and the 2017 poverty
guidelines. Servicers shall also update all systems,
forms, and communications with the current year
income factors.
PAGE 3 OF 4 ED-FSA-09-D-0014I00210002

Paul.Bean@ed.gov




None
(New Line Item)

1008 Provide funding for Change Request 4259 1.00 SE 3,180.00 3,180.00

0202M2017.A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$3.180.00
PAGE 4 OF 4 EO-FSA-09-0-0014100210002
1 I Paae of Paaes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 Coot,acilDCoo,
I 1 I 3
00210003 SEP 13, 2017 EDOFSA-17-000970
UnitedStatesDepartment of Education See Block6
FederalStudentAid/MissionSupportGroup
830 FirstSt NE- Suite91F3
Washington DC20202
HIGHEREDUCATION
ASSISTANCE
AGENCY,
PENNSYLVANIA
(x)
DUNS:007368103 ~
1200NORTH7THSTREET CageCode.41UK7
FINANCIAL
w.NAGEMENT5THFLOOR
HARRISBURGPA171021444 98. DATED (SEE ITEM 11)

ED·FSA·09·D·OO
1410021
X
telenram or letter makes reference to the solicitation and this amendment. and is received nrior to the oneninn hour and dale snecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount $5,760.00
See Schedule

X FAR 52.212-4{c) ContractTerms and Conditions - Commercial Items {MAR 2009)- TAILORED
The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4367. Changes to the implementation date of this
CR may only be approved by the Contracting Officer or Contracting Officer's Representative and only in writing.
Except as provided herein, all terms and conditions of tho document rofcrcm:e<Jin item 9A or 10A, as heretofore changed, rema,ns unchanged and in lull force and effect
PaulBean.ContractingOfficer
Pau I Bea n o," '"''..,,,mom

..,' ""··-·
O,,\al" ,_,.,.,
0 •.,'
,oo, ,.,,.,,,,,,.,
·"""'"""''"'''"'·•
0, """ 0.•o
00
·"·"~"'""· SEP13,2017
o- "" O> 1' 1' 10 ,S .0,'00
(Signature of person authorized to sign) 'I ISinnalure of Contractinn Officer)

NSN 7540-01-152-8070 STANDARD FORM JO. (Rev. 10-83)
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014,
Task Order 0021 funded by Line Item 1009. The total ~n1e~~lue is increased by $5,760.00
from $59,871,719.37 to $59,877,479.37. ::r: (Ht,
COST CRDESCRIPTION
4367 $5,760.00 The purpose of this change request is for servicers to

implement requirements related to borrowers affected by
Hurricane Harvey and other disasters {in addition to the
requirements in Change Request 2947). Servlcers shall
check https://fema.gov at least once each business day to
identify all impacted areas connected to the major disaster
declaration and apply the existing disaster requirement
benefits to those borrowers. If a borrower who works in an
impacted area requests a forbearance, servicers shall apply
the disaster forbearance for up to 90 days, based on the
individual borrower's circumstances and document their
account with the reason for the length of the forbearance.
If any impacted borrower requests additional forbearance
time for reasonable cause after any initial administrative
forbearance period related to the disaster occurs, the
servicer may grant additional administrative forbearance
time, in 30 day increments, but it shall not exceed a
maximum of 12 monthly billing cycles from the declaration
date. Servicers shall submit daily reports on the volume of
forbearances applied for this disaster.
qj~
<'ne.\-o~~\ o.c=ri><~lue ,s il'Gre~se1 'o'j l\5,760,00 "·"' l"-•'l,,,>1,111.01
+o l\"2\1"],'.>42,8'7'1,a\.
PAGE 2 OF 3 ED-FSA-09-D-0014/00210003
SCHEDULE Continued
ITEMtW. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNT S

Paul.Bean@ed.gov




None
{New Line Item)

1009 Provide Funding for Change Request 4367. 1.00 SE 5,760.00 5,760.00

0202M2017 .A.2017. ENB00000.GNS.2521 A.AAJ .000.
0000.000000
$5,760.00

PAGEAND
3 ED-FSA.09-D-0014/00210003
OF CONTRACT 7 1·c
00
••~
10
coo,
I
P""e of Panes
1 I 2
2. AMENDMENTMODIFICATIONNO. 13.EFFECT_~,f?~p: 4. RECUISITIONfPURCHASEREQ. NO. \ 5. PROJECTNO. (ii applicable)
00210004 SEP~ 2017

6. ISSUEOBY CODE FSA-FS2 7. ADMINISTEREDBY (lf o1herthan l!em 6) CODE
Uni!l!dSlatesDepartment
orEducatiOII SeeBlock6
FederalStudffltAidi'Msson Group
Support
830FirstStNE. 5vile91F3
Washington
DC20202
8. NAME ANOADDRESSOF CONTRACTOR(NO.. Street,Counlfy, State and ZIP Code) 9A. AMENDMENTOF SOLICITATIONNO.
(x)
HIGHEREOUCATIOtlASSISTANCE
AGENCY,
PENNSYLVAN1A DUNS: 007368103
1200NORTH7THSTREET CageCode:41Ul'i7
'-'-'-
FINANCIAL
MANAGEMENT5THFLOOR
HARRISBURGPA171021444 9B. DATED (SEE ITEM 11}

ED.FSA-09-0-0014/0021
X
CODE 00030774 I FACILITYCODE SEP01, 2017
D The above numbered sollcitaUonls amended as set forth in item 14. The hour and date specified for receipt of offers D
Is extended, Dis not extended.
Offers mu91acknO'Medgereceipt of this amendment prior to lhe hour and date specified In the sollclletlon or es emended, by ooe of the folloWlng methods:
{a) By completing I1emsa and 15, end returning __ copies ol amendment: (b) By acknowledging receipt of this amendment on each copy of the offer submitted;
or (c) By separate letter or telegram which lndudes a reference to the soil Citationand amendment numbers FAILURE OF YOUR ACKNOVIIL..EDGMENTTO BE
YOUR OFFER. If by virtue or this amendment your desire to change an offer already sub milted,such change may be made by telegram or letter,prolticled each
lel-am or letter makes reference to the sollcitatlon and this amendment. and is received --'or lo lhe o--ninn hour and dale s--cilled.
12. ACCOUNTING ANO APPROPRIATION DATA (Ifrequired) Mo□1 cationAmount: $-69,645.62
Modification Obligated Amount: $-69,645.62
See Schedule
13. THIS ITEM ONLY APPLIES TD MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authortly} THE CHANGES SET FORTH IN ITEM 14 ARE MADE !N THE
,. THE ABOVENUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES {sucil as changes In paying
office, appropriaUon dale. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b}.
0. OTHER (Speci\ lype or modification end authority)

E. IMPORTANT; Contractor Is not r Ix

is required to sinn this document and return .
copies'to !he issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION {Organlted by UCF section headings, including sollei1a!ion/contractsubject matter where feasible)
The purpose of this modification is to de-obligate $69,645.62 from Line Item 0002 on Contract ED.FSA-09.0-0014 Task Order 0021. The lotal
contract value Is decreased by $69,645.62 from $59,877,479.37 to $59,807,833.75.
Ex,;.eplat P""'ie9d Mll!in. a• t•nn1 IIOOo:oodlUontor !h!> doa,menl ral•n,nced In Item !IAor 10A,111hore1olorect,enoed. mrwns unchangod m>d0\ !ul force end eHect.
16A. NAME ANO TITLE OF CONTRACTING OFFICER (Type or prinl)
~EAND~ ~ER (Type or print)
1f_\ I Pad Bean.Contractili3
Officer
gl)/
202,377-3710Paul ean@ed
.-'I.I?·"1 -j,-\\~ 'I
,\', ,I
' l
.r 11
Hf
,C..,r
156. CONTRACT□ EROR 1::iv. OATES! 1 OSTATESOF AMERICA 16C. DATE SIGNED
,.a (b)(6)
. C: ,,_,-·1.~
Jb)(6) i '
SEP~2017
I 'l&s/17
{Signa!ure of person authorized to sign) ·,srnna1ure of contractinn omcefl
NSN 75-IO-Ol•IS2·8070 STANDARD fORI\I JO. (Rtv. Hl-!IJ)
Previous E<lilionu11usoblc Prescribed by GSA I' AR {48 CFll) 53.243
SCHEDULE Continued
ITEMNO. SIIPPUl!.SISERVCES ..,....,., UNIT UNITPRICES AMOUNT$
ContractingOfficer. Paul Bean, 202-377-3710,

Paul.Bean@ed.gov
PrimaryContracting Officer Representative:Lynn Smith,

202-377-3577,lynn.smith@ed.gov
Alternate ContractingOfficer Representative(s):

PatricaWashingtoo, {202) 377-3645,
PrimaryTechnical Point of Contact: LawrencePorter,

202-906-9B82,Lawrence.Porter@ed.gov
Altemate Technlcal Point(s)of Contact

None
(ChangedLine Item)
0002 Provide funding for servicingof Public Service Loan 1.00 SE 445,493.75 445,493.75
Forgiveness.
Accountingand Approprialion Data:

0202M2017.A.2017.ENB00000.6N5.2521A.AD1 .000.
0000.000000
$445,493.75
PR NUMBER:EDOFSA-17--000722
SHIP TO:
US Departmentof Education/FSA
Acq. and Contracts Perf.• 830 Rrst St NE- 9th Floor
Washington DC 20202-5405
PAGE 2 OF 2 ED·FSA·09·0·0014J00210004
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT I •
NO. (if applicable)
00210005 1
SEP 26, 2017 EDOFSA-17-000545
FederalStudentA1d.:M1ss1on
SupportGroup
830 FirstSt NE Suite91F3
WashingtonDC20202
~

ED-FSA-09-D-0014:'0021
X
12. ACCOUNTING AND APPROPRIATION DATA (If required) ModIfIcatIon Amount: $277,102.50
See Schedule
X FAR 52.212-4{c) Contract Terms and Conditions - Commercial Item {MAR 2009) - TAILORED
The purpose of this modification is to incorporate and provide funding for Change Requests (CR) 3562. 3955 and 4174. Changes to the
implementation date of this CR may only be approved by the Contracting Officer or Contracting Officer's Representative and only in writing.
I
SEP 26, 2017

NSN 7:'140-01-15?.-8070 STANDARD FORl\-1 30. (Rev. 10-83)
Attachment Page
The following Chomge Request shall be incorporated into Contract Number ED-FSA-09-D-0014, Task Order 0021
CRID COST CRDESCRIPTION
3562 $123,752.50 This change request is a companion to CR 3528, 2016 Direct

Consolidation Paper Application and Related Documents for COD
which includes reformatted paper application and related
documents, and information on the new Revised Pay as You Earn
(REPAVE) repayment plan. Servicers shall make necessary system
and/or processing adjustments to make the new paper forms for
borrowers available via websites.
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014, Task Order 0021
395S $54,400.00 The purpose of this Change Request is to streamline the Total and
Permanent D1sabil1ty(TPD) process for disabled Veterans and Service
Members. The TPD servicer shall do the following: (1) Compare the
NSLDSfile (of Veterans who are Totally and Permanently Disabled) to
borrowers existing on the Metastorm system to complete any
missing VA information, (2) Create a review protocol and a new
discharge type based on VA match, (3) Create a new type of status on
the LHN to differentiate between VA discharge and VA match
discharge, (4) Create letters similar to those for the SSA match, but
targeted toward Veterans, (5) Send an initial notification to the
borrower and again after 120 if no response, (6) Create a quarterly
report of the number of borrowers matched, applications received,
etc, and will continue using the loan table created In CR 3700 to
exclude loans for VA match, and (7) Provide upfront vendor outreach
to obtain valid addresses when needed and provide skip tracing
activities for returned mail. Non-TPD servicers will discharge loans or
put borrowers on admin forbearance as directed by the TPD servicer,
report discharged loans to credit bureaus, "clear up" negative
reporting after the disability date, and send 1099s to borrowers
whose loans have been discharged.
PAGE 2 OF 4 ED-FSA-09-D-0014/00210005
Attachment Page
The following Chomge Request shall be incorporated into Contract Number ED-FSA-09-D-0014, Task Order 0021
4174 $98,950.00 The purpose of this change request is to implement the updated
guidelines for borrower defense discharges for cert.iin schools that
should not result in the discharge being considered taxable income.
Thus, the borrower and IRS should not receive a 1099 related to the
discharge. The servicers shall create a process that aligns to FSA's
requirements.
The total obligated value is increased by $227,102.50 from $59,807.833.7S to $60,084,936.25. The total award
value is incre.ised by $227,102.50 from $217,273,231.39 to $217,550,333.89.
PAGE 3 OF 4 ED-FSA-09-D-0014/00210005

Paul.Bean@ed.gov




None
(New Line Item)

1010 Provide Funding tor Change Request 3562. 1.00 SE 123,752.50 123,752.50

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$123.752.50
(New Line Item)

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$54,400.00
(New Line Item)

0202M2017 .A.201 7. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$98,950.00
PAGE 4 OF 4 ED-FSA-09-D-0014100210005
1 I 5
00210006 SEP 27, 2017 EDOFSA-17-001039
SupportGroup
Washington DC20202
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

The purpose of this modification is to incorporate and provide funding for Change Requests (CR) 3723, 4196, 4250, 4288, and 4170. The total
obligated value is increased by $128,453.32 from $60,084,936.25 to $60,213,389.57. The total award value is increased by $129,363.32 from
$217,550,333.89 to $217,678,787.21.
Bea n o,,,,,,,
,.us"''"""'
,.u ''""'""'"
Paul
O'S S 6,,,,,,Mec· c,.'J s
C,,pa,ln,c·o,Eo,,c,,,ooccaP,,<"Seaa SEP 27, 2017
''""' "'°''''°'°'- ,.,.,
0
20,mcco
""'"'"''"'·''"''
Attachment Page
3723 $42,320.00 9/27/2017 The purpose of this change request is to provide loan
forgiveness for an eligible borrower's remaining balance on
Direct Loans after a borrower successfully makes 120 qualifying
payments while working in qualifying employment and submits
a Public Service Loan Forgiveness (PSLF) Application. The PSLF
servicer shall evaluate and count lump sum payments from the
Department of Defense.
4196 $7,560.00 9/27/2017 The purpose of this change request is for Servicers to replace
the Direct Loan FFEL and Perkins Loan Economic Hardship
Deferment Request expired form in their system{s) and
websites with the updated OMB-approved form.
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-0014, Task Order 0025
4250 $28,700.00 9/27/2017 The purpose of this change request is to implement the
revisions made to the Military Service and Post-Active
Deferment Form and Repayment Plan Request Form. Per CR
2724, service rs shall conduct pre-release accessibility testing on
their system(s) and websites to ensure the form's format
guarantees 508 compliance. Servicers shall replace the expired
Military Service and Post-Active Deferment Form and
Repayment Plan Request Form in their system(s) and websites
with the updated forms.
PAGE 2 OF 5 ED-FSA-09-D-0014100210006
Attachment Page
4288 $35,953.32 9/27/2017 The purpose of this change request is for servicers to accept
and apply lockbox payments received for the borrower
accounts identified by Xerox. Once accepted, servicers shall
process the agreed upon financial adjustments to the loans.
Funding is provided for a total of 2 adjustments for every
borrower account that has been estimated.
4170 $13,920.00 9/27/2017 The purpose of this change request is to implement the
revisions of the FISMA Metrics Reporting Standard Operating
Procedure (SOP) for Externally Hosted FISMA-Reportable
Systems Reports. This CR replaces CR 3970 and changes the
reporting cycle from annually to quarterly. Servicers shall
address the questions in the FY 2017 CIO FISMA Metrics
Document for the metrics identified in the document. Servicers
shall submit reports in accordance with the dates identified in
the Process Timeliness for each quarter and fiscal year.
The total obligated value is increased by $128,453.32 from $60,084,936.25 to $60,213,389.57.

The total award value is increased by $129,363.32 from $217,550,333.89 to $217,678,787.21.
PAGE 3 OF 5 ED-FSA-09-0-0014100210006

Paul.Bean@ed.gov




None
(New Line Item)

1013 Provide funding for CR 3723 - PSLF Lump Sum Payment 1.00 SE 42,320.00 42,320.00
Processing

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$42,320.00
(New Line Item)
1014 Provide funding for PHEAA CR 4196 - Economic 1.00 SE 7,560.00 7,560.00
Deferment Request Form Expiration Date 9/30/2018

0202M2017.A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$7,560.00
(New Line Item)
1015 Provide Funding for CR 4250 - Military Service and 1.00 SE 28,700.00 28,700.00
Post-Active Duty Deferment Form and Repayment Plan
Request Form

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$28,700.00
(New Line Item)
1016 Provide funding for CR 4288 - Xerox Commercial Issue 1.00 SE 35,953.32 35,953.32
Affecting DL Borrowers (same as CR 3730).

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$35,953.32
(New Line Item)
Investment Name: Servicing DME
1017 1.00 SE 13,920.001 13,920.00
PAGE 4 OF 5 EO-FSA-09-0-0014100210006
Provide funding for CR 4170 - Quarterly Reporting

Metrics for Contractors (CR 3970 replacement}

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$13,920.00
PAGE 5 OF 5 EO-FSA-09·0-0014100210006
1 I 2
00210007 SEP 28, 2017 EDOFSA-17-001032
SupportGroup
Washington DC20202
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X FUNDING ONLY ACTION
The purpose of this modification is to provide additional funding for Title IV Aid Servicing. The total obligated amount is increased by $7,263,571.68
from $60,213,389.57 to $67,476,961.25. The total award value of the task order is increased by $7,263,571.68 from $217,678,787.21 to
$224,942,358.89.
SEP 28, 2017


Paul.Bean@ed.gov




None
(New Line Item)

1018 Provide additional funding for Title IV Aid servicing, 1.00 SE 7,263,571.68 7,263,571.68

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$7,263,571.68
PAGE 2 OF 2 EO-FSA-09-0-0014100210007
I Contr,acl IU ,_·un
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14 DF9, I<IF''l()N I iF :,r-1r '-J' lMF N r ·r,1, Jl11f IC/, l l(lr, rjryc1n11t:,I IJV u' ,F ~tidir;n t,,,,uJ,11u·, 111c.lud1r1y
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,1tcJ!1ur1,u,rrt•cl' ! 'aLJbt,·e ~if this r'md1'1cat1on rs '.o 1nc:Jrporats a•1d pr:-:v,de tunC11'lg tor Char•gp RequPst 1CR; 43 ·'.j Cl·,.,11qr;c, tu ttw ,111~1ler·ncr1:dt1•:
..w ,late uf 1111,-,
CH r,1ay or,ly be 3pi:roveo ~1 '!le Com~ac·nq Oi'1rer rn ContrarJrrlf] Of/1:::e·s Revesc,1tat1ve d1K1 ur1lv 111wr1t1·1g
'' ,, I ,)I, ,,1,,, "'' ,,,,, .,,, " t .,.,,.- ii•' .,,,
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l'r,,_,, ,,, I d,11, 111111,.,,,hk 1'1,,,r-lv,lh-. ,,\\I \I< 1 !S( I IS,-;,'!·
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014
Task Order 0021 funded by Line Item 1019. The total contract value is increased by $3,100.00
from $67,476,961.25 to $67,480,061.25.
COST CRDESCRIPTION
4379 $3,100.00 The purpose of this change request is for Service rs to apply
an adjustment to borrower's accounts who have filed a
borrower defense claim. These adjustments will be applied
to borrowers who are denied on their claim but have been
pending for an extended period of time. Servicers shall
calculate and apply an adjustment to borrower accounts
for borrower defense discharges which FSAindicates the
adJustment is needed. Servicers shall provide a Borrower
Defense Claim Adjustment Notification to each borrower
receiving the credit above at the same time (or along with)
the updated payment schedule notice. Servicers shall
provide a weekly Borrower Defense Adjustment report.
PAGE 2 OF 3 ED-FSA-09-0-0014/0021 P00008

SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)
1019 Provide Funding for Change Request 4379 1.00 SE 3,100.00 3,100.00

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$3,100.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00008
1 I 3
0021P00009 NOV 20, 2017

SupportGroup
Washington DC20202
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

The purpose of this modification is to incorporate Change Request 4289 to Contract Number ED-FSA-09-0-0014, Task Order 0021. See
attachment.
Paul Bean"'Oepac~,oi"
"'''""'"'""'' ,.,,,
""'"
,.us ,.us Co,e..,~w "·"S
:,w;:,:;3,:, NOV 20,
Sd.os·,oc:i 2017
"'"'' """""
"·"'''°''" o,"'"
~'"'
Attachment Page
CHANGE REQUEST SUMMARY MODIFICATION
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-
0014 Task Order 0021. There is no cost associated with the Change Requests below.
Therefore, no funds are needed and no corresponding Line Item is required.
CR ID COST DATE DESCRIPTION
4289 0.00 9/8/2017 The purpose of this change request is to immediately

remove the servicing requirements added via CR 3571,
New IDR Application Outreach, and will no longer fund
the New IDR application requirements related to
those requirements. The servicers shall continue with
all requirements in placed prior to those added via CR
3571. The servicers shall also immediately stop
initiating new outreach or other efforts related to CR
3571.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00009

SCHEDULE Continued

Paul.Bean@ed.gov




None
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00009
1 I 3
0021P00010 NOV 22, 2017 EDOFSA-18-000108
6. ISSUED BY CODE 7. ADMINISTERED BY (If other than item 6) CODE
DUNS:007368103
FINANCIAL
MANAGEMENT 5THFLOOR

ED-FSA-09-D-00
1410021
X
See Schedule

The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4394.

HeatherAllen, ContractingOfficer
202-377-4465 heather.allen@ed.gov
Heather •• NOV 22, 2017

Allen .
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-0014
Task Order 0021 funded by Line Item 1020. The total obligated value is increased by
$22,130.00 from $67,480,061.25 to $67,502,191.25.
The total award value is increased by $22,130.00 from $224,945,458.89 to $224,967,588.89.
4394 $22,130.00 The purpose of this change request is to allow borrowers

to choose a participating Not for Profit (NFP) loan servicer
to service the borrower's consolidation loan, as required
by Public Law 115-31 (FY17 Appropriations Act). This
change request requires the Title IV Additional Servicers
(TIVAS) to update their system to receive and process the
updated Common Application Schema vl.4 and
participate in lntersystem Testing (1ST).Participating NFPs
shall update their website; receive and process the
updated Common Application Schema v1.4; receive and
process transfers, including consolidation loans, reports
and files; create a tracking report; send specific
communications to borrowers; and participate in 1ST.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00010

SCHEDULE Continued
Contracting Officer: Heather Allen, 202-377-4465,

heather .allen@ed.gov




None
(New Line Item)


0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$22,130.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00010
I ,
0021P00011 1
NOV 30, 2017 EDOFSA-18-000099
SupportGroup
WashingtonDC20202
~

ED-FSA-09-D-0014:'0021
X
See Schedule
X FAR 52.212-4{c)(1) Contract Terms and Conditions - Commercial Items (MAR 2009) - TAILORED
The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4280. The total contract value is increased by
$24.700.00 from $224,967.588.89 to $224.992,288.89.
HeatherAllen,Contracting
Oflicer
202-377-4465 heather.allen@ed.gov
I
NOV 30, 2017

Attachment Page
Task Order 0021 funded by Line Item 1021. The total obligated value is increased by
$24,700.00 from $67,502,191.25 to $57,526,891.25.
The total award value 1sincreased by $24,700.00 from $ 224,967,588.89 to $224,992,288.89.
4280 $24,700.00 The purpose of this change request is for servicers to

process Borrower Defense discharges and/or follow
special instructions on borrowers in the process of a
borrower defense review/discharge. Servicers shall (1)
apply an approved "NON DIRECT" type borrower
defense discharge to the loan(s) indicated on the
approval decision received, (2) perform partial
discharges on loans as instructed by FSA, (3) follow any
"special instructions" associated to borrower defense
approvals or denials and (4) follow any "special
instructions" to take action on borrower accounts for
borrower defense.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00011

SCHEDULE Continued
Contracting Officer: Heather Allen, 202-377-4465,

heather .alle n@ed.gov




None
(New Line Item)

1021 Provide funding tor CR 4280 - Borrower Defense 1.00 SE 24,700.00 24,700.00
Discharge

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$24,700.00
PAGE 3 OF 3 ED-FSA-09-D-0014/0021 P00011
ContrcJCt ID Code
2
L AMlNDMf-Nf MO[)IFICATION NO :l ll-1-1 CIIVf r111rr [ 4 RFUUISITIONlf-'UPCIIASl RlO NU :J f-'RO.IFCT NCJ {If ~ppl1cabl01
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CODF
DEC 28 201 ~
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eedfral Sh,Di,PIAICH,h~"l" Suµ~ ·-rtC-ruu;'

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by telegram or lf,tter provided <:~r.11
\tlt\!_1_,arnor letter m.i_k(;Sreference to_~1_1e
suhutatmn anr1 thy, cimcndn1et1I ar_~1_ l_"_~e_ce,ved
prrrn to thf' r,_pcrnng tiuur ar~.J~_c1te~ufreU ____ _
1? ACC()LJN l lNr; AND t,PPRClPRIA TION DA I A (It ,equrr<cr1i Mod11icat,or1 Ar1ou11t $9 031 0')() '.J[J
See Schedule Mod•f1cat1on Obligated Amount $SJ c;31 000 :""iD
13. THIS tTEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS IT MODIFIES THE CONTRACT/ORDER NO AS DESCRIBED IN ITEM 14.
u,~~;-·\)rlf' ,-:,::-1111s '.:1-1/1.N(;FORIJF~,-15 ISSULDPURS-;J/\NI TC ,sp,,c,fy ~uthor1(y1 Till_ Cil/\NCf :--,SFT FORTH.IN ITF·M 14Al~L MAU[_ IN TIil
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C fl 11SSUl-'1-'LLMLN l /d U)RfFMENT IS LN I LRLU l~J I U f'URSlJ/1.N l Tl! AU It llll<I 1Y Uf
! l) () I HFR l Sp,• :1f·, typ,• of r11od1f<cdt"'"anci <ll,thn, 1tyJ

X I f"'l,'1d1rig Q<1ly
-----
IMPORT.4NT C:mtrcictor IX :snot ! 1s ·cqu1rt?d tCJsign t111sclocun'cn! arid re'.urn ~~-- c:0ri1es to thP SSlil'l(J ,_1ff1ce
'4 UI- ~,C Rlf"'TION 01 AMLNUMl.N l 'MODII- IC/1 l l(JN iO<gcHH~ed UV Lil;~ sec1'cin h,,,ir1,ng~ 1r1ch,d>nq~ol1c1tdt1,Jri/,:rJntr
act '.,dOJPCtmattPr wh,•rr fr,;is,hl,'
T.'le purµose :.AH11srnod1f1cat1on 1s to provide fu11d1ng for Trtlr: IV student loa11 serv1c1ll(J thougt1 approximately Ja1111rtry·:;1 ?IJ1!3 The towl
uol1qalcd value 1s increased oy S9 031 000 00 from $G7 :'>?6 881 25 U $76 551 891 h
1:J/\ Nf-.MFANliTllU (jl s1r;N\R1iypf'orpr111t, 16/•, N1\Mf ;,,t--Sl TITI E nr CON IRAC I INC O~l-11 1-R I Typf' or r,r,nt'i
--~•t,·,
r,1~r
..,r·
)'1) 4~~: '· ll~I: '.'-!l'Jr'(i:'-,·,:,;"'
l'.ol' r,;UNlkA(,IUl<,UI i LI-/UR 1',( l}AIL.SICNLU ll)lJ uNllfl)SlATFSOI-A!<hl-ilCA

(b)(6)
. DFC 29 2017
l
,,_,,-,111111 r~'-c\11 \l\'\l)\l{lllOH\lJll.11{n.1U-XJ1
I':,, 1,,i1-,I d11""' 1J1n1,,,!,I,· l'•c·<r1:,:cl I" I,,_,\ I \IS I JX I I IS, .;c 'l,
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

1022 Provide funding for Title IV student loan servicing, 1.00 SE 9,031,000.00 9,031,000.00
through approximately January 31, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$9,031,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00012
1 Contract ID Code rage of :ages
1 2
2 AMFNOMFNT MODlf- ICA TION NO 3. EFFLCIIVL l.lAH- 4 RFQUISlflONIPURCHASF RFU NO 5 PROJECT NO (1f apphcablel
002iP00013 DEC 29 2017 EDOf-S/\.18-000187
6 ISSU[D BY CODF FSA-tS2 7 /\DMINISTFRED BY (If other than item GJ CODF
United Slates Departmentof EUucat1on
:Oe~Rlock5
Fe!1er~IStudent A1d/Mlss1on Support Grr1L1tJ
830 >,rst SI NF- ?,u1\e91t3
Wash•ngtonUC 20?0!
il N1\MF ANO ADDRLSS Of- CONTRACTOR !NO Street Country Statf' and ZIP Cmiel
Hl(;HFR rnuu, rION 11:;s1sTA.NCFAGENCY P[NNSYL "iANI,'.\ UUNS 007358103
1,, 9A AM[NlJMLNl OF- SOI ICITATION NO
·200 NORTH iTH Sl"REL I Cag~C8de 4·i_•K,

FINANClt'L MAN/,CLMl N' 'iTH F1.00P
,JARRISRIRCc.r, 1;:c,21444 r'.}R Di\ffl)(St[ lllM 11J
'
'- 101\ MODlrlCA TION 01 CCJN rR/\C l /()R!lf R NU
F,l-FSA-n9-Ci-OC,14:'0C-21
X
70R IJAIUJ,:SLLIILM 1:l,
--~
COOF 00030774 ' f-ACII ITY CODE SEP 01 701 I
----~11 THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOUCITA!I_O_N_S_=~--
□ Ttw obove nu111herf'(1sohutat<on Is an1ended ilS <;f:I foril11n Ilern 14 lhf' hour ilfl(I elate specrt,ed tor r(e<P1ptof ufiers D rs extended D,s no! extended
Offers must acknowledg,-. receipt of U1,s amendment µnor !o the hour and datf' spe,c1f1l'd111 l11e sol1c1tat1011 or as arrn,nrted by one Di the followrng rnPthods
1a1 F\y r:ompldor1q Iten1s 8 and 15 ,ind rd11rn111,1 __ copre<; nf ar11endn1ent 1b1 l3y ilckrmw1,,dg1r1(Jreceipt Dl this ;imf'ndment on each copy of thf' otkr s<ihm1tted
or (cl 8y sep;irc1te letter Dr telegram which rnclLJdes c1 reference to thf' solacilat1on c1nd arnendnwnt numbers r AILURL U~ YOUR i\CKNOINLEDGM[N I I U l3t:
RFCEIVU)Al !HF- Pl ACF DlSl(jNf,lllJ ~OR THF REC[lf-'f ORO~FFRS pr,1or, 10 IIIL HOUR ANn OAT[_ SPlCl~lllJMAY RFSUI TIN t<[J[CllON m
YOUR Otl-LI-?_ 11by vrrtue of lh1<;cir11enUr11enlynur df,sue to chor,9e an otter ;ilre;idy <;ui)rrntleU such ch,rngr, mciy [Jp made by leleqiam or lettf<, prov1CT,•d,,,ict,
telegrc1111or letter rmikes ref Prence to the sol1crtat1on ~nd _this ,1111e11drnentand rs rece~ved prior to ll1e opening hour '.!!:1_'!.
dale specrfieU _ ...
72 ACCOUNTING AND Af-'f-'kClPRIATION llA TA {If requ1rerl) Mod1f1cat1ori Amount $"139 000 00
See Schedule Mor1itIcat1on Obligated Amount $13G 000 00
A Tl IIS CHANCF ORDFR IS ISSUl IJ PURSUANT TO 1Spec1fy author1tv1 THF CHANGLS Sl I ~ORTH IN ITFtA 14 ARf MAlll IN I I IL
DJN fRM:' ORllf-R Nll IN lffM 70!-.
- ------- -
R TH( Al30VL NU'vlB[RFn CON I IMC I .'OR DLR IS MOIJlf If-I) I U RU LLC l THF- ADMINIS I l<A I IVL CHANl;r c-,(Such as ctianges "' pdyrnq
offir.e appropnatI011 d;itr· etq SE'T tOH 111IN 11FM 14 l'URSUANl I U 11ll. AUTHORITY 01 r Ar< 4J 103(h,
! C THIS SUPf-'LLMLNl Al AC;RFJ:MEN"I IS LN l l:.R~ D INTO t'UPSUAN l l O AUTHORITY nr
-1---
--
1D OT HE:R (Speedy typ,· of 1110d1f1calmn;ind au1IHJ11lyl
X I tundrng Only, ·,
'
•
E IMPORTANT Contrcictor 1X ,snot 0
Is equ,red to sign lh1~-~o_c_c,m_el2!_

cinr1 return --~~-cooies to the ,ssurng office
14 DLSCRlf' TION Or AMLNlJMl Nl IMOr)IFICATION 10r,1arnzPd hy UCF section headmqs 1ncluct1119
sol1c,tat1Dr,lrnn\ract subiect matter whr>r,; feas1hle,
The purpose of this rnod1flcat1011 Is w provide fu11d1ng for Public Service Loan Forg,veness (PSLF,r services through approximately January 31
2018 The total obligated value rs increased by $139 000 00 frofll $!6 557 891 25 to $76 696 891 25
15A NAMF AND TITI.E 01 Sl(-;N[ Rt lypf' or print\
158 CUN l RACTOR10f f l.ROR 15(; lJA I~ SICNf-f). 1bl:\ UNI I LU S l ATE.Sor AMF RICA H)(__ 01\lE Sl(;NF-D
l(b)(6)
DEC 29 2011
1S1gnc1!ureof person authon,:Eed to sIµn1

(SKJrioture ot Contr~ctmg Officer)
'\\';, "S\1.,-111 l'S_'-XU-11 SI \'\U\Rll H)R\I JO.(Rn.111-IOJ
1'1,·, I,>1h I d1I "'" 1J1111,.,1,i_. l'ic·,u ,l,,·d I" ' ,._,\ I \ I{ 1 I.~ t I I{ 1 ''. ' I'
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

1023 Provide funding for Public Service Loan Forgiveness 1.00 SE 139,000.00 139,000.00
(PSLF) services, through approximately January 31,
2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$139.000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00013
1 I 2
0021P00014 JAN 17, 2018 EDOFSA-18-000219
SupportGroup
Washington DC20202
MichelleReaves202-377-4395 michellereaves@ed
gov
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Title IV student loan servicing and Public Service Loan Forgiveness servicing, through
approximately February 28, 2018. The total obligated value is increased by $21,542,000.00 from $76,696,891.25 to $98,238,891.25.
KarenMahon
Digitally signed by
Karen Karen Mahon
JAN 17, 2018
Date: 2018.01.17
Mahon 10:51 :38 -05'00'
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

through approximately February 28, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$21,367,000.00
(New Line Item)
1025 Provide funding for PSLF servicing, through 1.00 SE 175,000.00 175,000.00
approximately February 28, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$175,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00014
21112018 FPDS-NG EDDIE.LOWE2@ED.GOV [ Award Print]
P1.int
Transaction Information
Award Type: Delivery/Task Order Prepared Date: 01125/201809.07.17 Prepared User: EDDIE.LOWE2@ED.GOV
Award Status: Final Last Modified Date: 01/31/201814.28.33 Last Modified User: KAREN.GIBSON@ED.GOV
Closed Status: No Closed Status Date: Closed By:

Document Information
Agency Procurement Identifier Modification No Trans No
Award ID: 9100 0021 P00015 0

Referenced IDV ID: 9100 EDFSA09D0014 0
Reason For Modification: OTHER ADMINISTRATIVE ACTION
Solicitation ID:
Agency Main Sub
Initiative
Identifier Account Account
Treasury Account Symbol: 91 0202 Select One
Dates Amounts
Date Signed: 01/3112018 Current Total
Action Obligation: $0.00 $98,238,891.25
Effective Date: 01/31/2018
Base And Exercised Options Value: $0.00 $98,238,891.25
Completion Date: 08/31/2018
Base and All Options Value (Total Contract $224,992,288.89
Est. Ultimate Completion 08/31/2018 $0.00
Value):
Date:
Fee Paid for Use of Indefinite Delivery Vehicle: $0.00

Purchaser Information
Contracting Office Agency ID: 9100 Contracting Office Agency Name: EDUCATION, DEPARTMENT OF
Contracting Office ID: 910031 Contracting Office Name: FEDERAL STUDENT AID
Funding Agency ID: 9100 Funding Agency Name: EDUCATION, DEPARTMENT OF
Funding Office ID: 910055 Funding Office Name: FEDERAL STUDENT AID
Foreign Funding: Not Applicable
Contractor Information
SAM
Exception:
DUNS No: 007368103 Street: 1200 NORTH SEVENTH STREET

Vendor Name: HIGHER EDUCATION ASSISTANCE AGENC Street2:
DBAN: PHEAA City: HARRISBURG
Cage Code: 41UK7 State: PA Zip: 171021419
Country: UNITED STATES
Phone: (717) 720-2916
Fax No: (717) 720-3926
Congressional District: PENNSYLVANIA 04
Business Category
Organization Type US GOVERNMENT ENTIT' Business Types
U.S. State Government
Number of Employees 2200
Relationship With Federal Government
State of Incorporation Contracts
Country of Incorporation
Annual Revenue $342,404,000
Contract Data
Type of Contract: Firm Fixed Price

Inherently Governmental Functions: Cnt1calFunctions
Multiyear Contract: No
Major Program:
National Interest Action: None
Cost Or Pricing Data: Select One
Purchase Card Used As Payment Method: No
Undefinitized Action: No
Performance Based Service Acquisition: Yes - Service where PBA is used.
• FY 2004 and prior; 80% or more specified as performance requirement
https:l/www.fpds.gov/DataCollect1onlcontractsljsplawardBaseController.jsp?OWASP _CSRFTOKEN=null 1/3
• FY 2005 and later; 50% or more specified as performance requirement
Contingency Humanitarian Peacekeeping Operation: Nol Applicable
Contract Financing: Select One
Cost Accounting Standards Clause: Select One
Consolidated Contract: Not Consolidated
Number Of Actions:
Legislative Mandates Principal Place of Performance

Clinger-Cohen Act: No State Location Country
Principal Place Of Performance Code:
Labor Standards: Yes PA USA
Materials, Supplies, Articles, and Principal Place Of Performance County
Not Applicable DAUPHIN
Equip: Name:
Construction Wage Rate Principal Place Of Performance City
Not Applicable HARRISBURG
Requirements: Name:
Select One or More Options Congressional District Place Of
Performance:
04
Service Contract Inventory
Additional Reporting: Place Of Performance Zip Code(+4): 17102 • 1000
None of the Above
lnteragency Contracting Authority: Not Applicable

Other lnteragency Contracting Statutory Authority:
{1000 characters)
Product Or Service Information
Product/Service Code: R710 Description: SUPPORT- MANAGEMENT: FINANCIAL
Principal NAICS Code: 522390 Description: OTHER ACTIVITIES RELATED TO CREDIT INTERMEDIATI<
Bundled Contract: Not Bundled
DOD Acquisition Program:
Country of Product or Service Origin: USA UNITED STATES
Place of Manufacture: Not a manufactured end product
Domestic or Foreign Entity: other US Entity (e.g Government)

Recovered Materials/Sustainability: No Clauses Included and No Sustainability Included 0MB Policy on Sustainable Acqu1s1tion
lnfoTech Commercial Item Category: Select One
Claimant Program Code: Description:
Sea Transportation: Select One

GFP Provided Under This Action: Transaction uses GFP
Use Of EPA Designated Products: Not Required
Description Of Requirement:
(4000 characters) BASE AV-.'ARD:Servicing of Title IV student financial aid, in
accordance ,.,1ith Section 2212 or tlie Health Car'e and [ducation
R<"concili;ition Act of 2010 (Pub.L. 111-1S2, 124 Stat. 1029) for th<"
Competition Information
Extent Competed For Referenced IDV:
Extent Competed: Full and Open Compet1t1on
Solicitation Procedures: SubJect to Multiple Award Fair Opportunity
IDV Type Of Set Aside: No set aside used.
Type Of Set Aside: Select One
Type Of Set Aside Source: IDC
Evaluated Preference: No Preference used
SBIRISTTR: Select One
Fair Opportunity/Limited Sources: Fair Opportunity given
Other Than Full And Open Competition: Select One
Local Area Set Aside: No
FedBizOpps: Yes
A76 Action: No
Commercial Item Acquisition Procedures: Commercial Item
IDV Number of Offers: 5
Number Of Offers Received: 4 Number of Offers Source: This Action
Small Business Competitiveness Demonstration Program:
Simplified Procedures for Certain Commercial Items:
https://www.fpds.gov/DataCollect1on/contractsljsplawardBaseController.jsp?OWASP _CSRFTOKEN=null 2/3
Ne
Preference Programs I Other Data
Contracting Officer's Business Size Selection: Other than Small Business

Subcontract Plan: Select One
Price Evaluation Percent Difference: 0 %
https://www.fpds.gov/DataCollect1on/contractsljsplawardBaseController.jsp?OWASP _CSRFTOKEN=null 3/3
1 I 3
0021P00016 FEB 08, 2018 EDOFSA-18-000258
SupportGroup
Washington DC20202
K1mbe~y Espinosa202-377-3850k1rnberly.esp1nosa@ed.gov
PENNSYLVANIA
HIGHEREDUCATION
ASSISTANCE
AGENCY (x)
DUNS:007368103
FINANCIALMANAGEMENT5TH FLOOR

ED-FSA-09-D-OO
1410021
X
See Schedule

The purpose of this modif1cat1on is to incorporate and provide funding for Change Requests (CR} 4522 and 4515. The total obligated value 1s

KarenMahon
D1g1tallysigned by
Karen Karen Mahon
FEB 08, 2018
Date: 2018.02.08
Mahon 12"46·01 -05'00'
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-
0-0014, Task Order 0021, funded by Line Item 1026.
CR ID PRICE CR DESCRIPTION
4522 $2,550.00 This change request requires the Public Service

Loan Forgiveness (PSLF) servicer to create and
submit a report that contains PSLF application data
that includes the status and number of applications
received, reviewed (number of approved/denied),
outstanding, and the denial/reason types. This
report shall be submitted semi-monthly, one mid-
month and one end-of-month, and reflect totals and
status at mid-month and end-of-month.
The following Change Request shall be incorporated into Contract Number ED-FSA-09-
D-0014, Task Order 0021, funded by Line Item 1027.
4515 $6,535.00 This change request requires the servicer to

automatically apply a non-capping administrative
forbearance in 30-day increments for an additional
90 days for all delinquent borrowers that reside in
the affected area for either of the major
declarations beginning with the August 2016
designation for Hurricane Harvey to present The
servicer shall check daily for any newly delinquent
borrowers living in the impacted areas and
automatically apply a non-capping administrative
forbearance in 30 day increments for an additional
90 days.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00016

SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

1026 Provide funding for Change Request 4522 - Reporting for 1.00 SE 2,550.00 2,550.00
PSLF Applications

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$2,550.00
(New Line Item)
1027 Provide funding for Change Request 4515 - Expanded 1.00 SE 6,535.00 6,535.00
Disaster Guidance: Additional 90 Day Forbearance

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$6,535.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00016
,1:,MENUMENT 01- SCli 1c;111\TION,M(J[)li-ll:,/,rl(lhJ (JI- ,UNTPM:l

·I ..
; I'.
' '
1 1 Tl!IS ITEM ONLY i\PPLl[S TO i\MENDMENTS OF SOLICITATIONS
□ r· I•
1,,.
1,,1,,
'' J,, ,,,.
□
•.•;l,·lc:,• fl
,If' .• ,, H:
"" 'II• ,I• t
.-;·r,.
._,,. Ii,
It: ·,,rr: ,I'· ,:,rr,
'"" .,...
I~ HIIS ITEM ONLY APPLIES ro MODlrlCATION OF CONTR/1.CTS'ORDERS IT MODIFIES THE CONTRACT/ORDER NO AS DESCRIBED IN ITIM l,l
,.
,, Ii ::,·.1
:.,·,
.,, '·I
r·:
' '
(b)(6)
1 I 2
0021P00018 MAR 01, 2018 EDOFSA-18-000322
SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Title IV student loan servicing through approximately March 31, 2018. The total obligated
Exceptas providedherein.all termsand conditionsof the documentreferencedin ,tern9A or 10A.as heretoforechanged.remainsunchangedand in full force and effect
KarenMahon
Digitally signed by
Karen Karen Mahon
MAR 01, 2018
Date: 2018.03.01
Mahon 15:48:52 -05'00'
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

through approximately March 31, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$16,775,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00018
1 I 3
0021P00019 MAR 13, 2018 EDOFSA-18-000348
SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4486. The total obligated value is increased by
$21,200.00 from $115,450,976.25 to $115,472,176.25.
KarenMahon
D1g1tallysigned by
Karen Karen Mahon
MAR 13, 2018
Date. 2018.03.13
Mahon 08·17"37 -04'00'
Attachment Page
.CR ID COST CR DESCRIPTION

revisions of the FISMA Metrics Reporting Standard
Operating Procedure (SOP) for Externally Hosted FISMA-
Reportable Systems Reports. This CR replaces CR 4170
and changes the reporting cycle from annually to
quarterly. Servicers shall address the questions in the FY
2018 CID FISMA Metrics Document for the metrics
identified in the document. Servicers shall submit reports
in accordance with the dates identified in the Process
Timeliness for each quarter and fiscal year.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00019

SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)
1030 CR 4486 - Quarterly FISMA Reporting Metrics for 1.00 SE 21,200.00 21,200.00
Contractors for FY 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$21,200.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00019
1 I 2
0021P00020 MAR 29, 2018 EDOFSA-18-000378

SupportGroup
Washington DC20202
PENNSYLVANIAHIGHEREDUCATIONASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-OO
1410021
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Public Service Loan Forgiveness (PSLF) servicing through approximately April 30, 2018.
The total obitgation value is increased by $200,000.00 from $115,472,176.25 to $115,672,176.25.
ElvisTaylor,ContractingOfficer
202-377-4013elvis.taylor@ed.gov
[b)(6) D1g1taly s1qocd by E ~, Taylo•

~ate 2018 03 29 09·56 11 MAR 29, 2018
I -04'00'

SCHEDULE Continued
Contracting Officer: Elvis Taylor, 202-377-4013,

elvis.taylor@ed.gov




None
(New Line Item)

approximately April 30, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$200,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00020
1 I 2
0021P00021 APR 06, 2018 EDOFSA-18-000370
SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Title IV student loan servicing through approximately April 30, 2018. The total obligated
202-377-4013 elvis.taylor@ed.gov
Diqitally signed by
rb)(6) Elvis Taylor APR 06, 2018
Date 201804061536.36

I -04'00"
(Signature of Contractina Officer)

SCHEDULE Continued

elvis.taylor@ed.gov




None
(New Line Item)

through approximately April 30, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$17,480,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00021
1 I 2
0021P00022 MAY01, 2018 EDOFSA-18-000481

SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Title IV student loan servicing and Public Service Loan Forgiveness (PSLF) servicing,
through approximately May 31, 2018. The total obligated value is increased by $15,350,000.00 from $133,152,176.25 to $148,502,176.25.
D1g1tallysigned by
rb)(6) Elvis Taylor MAY 01, 2018
I Date: 2018.05 01
12:51 :20 -04'00'
SCHEDULE Continued

elvis.taylor@ed.gov




None
(New Line Item)


0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$15,200,000.00
(New Line Item)
approximately May 31, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$150,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00022
1 I 3
0021P00023 MAY03, 2018 EDOFSA-18-000485

SupportGroup
Washington DC20202
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-OO
1410021
X
See Schedule

$21,940.00 from $148,502,176.25 to $148,524,116.25.
202-377-4013elvis.taylor@ed.gov
rb)(6) Io,,,,,,.,,.,,,,, E,._.,,r,,,,,

Dole ,-,-,05031250,s 04¼
MAY 03, 2018

Attachment Page
CRID COST CR DESCRIPTION

Consolidated Appropriations Act, 2018 which requires
the implementation of an expansion to the Public
Student Loan Forgiveness program. The servicer shall
accept requests from borrowers for an E-PSLF
reconsideration review to determine eligibility for
discharge. The servicer shall complete an initial review
on incoming E-PSLFrequests on a first in, first reviewed
basis. The servicer shall modify the PSLFincoming call
scripts to include information about the E-PSLFprogram;
provide a weekly summary report of all E-PSLFrequests;
a weekly detail report of all E-PSLFrequests and a weekly
report of all reconsideration requests.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00023

SCHEDULE Continued

elvis.taylor@ed.gov




None
(New Line Item)

1035 Provide funding for Change Request 4639 - Expanded 1.00 SE 21,940.00 21,940.00
PSLF - Part One.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$21,940.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00023
1 I 3
0021P00024 MAY 18, 2018 EDOFSA-18-000502
FederalStudentA1d/M1ss1on SupportGroup
WashingtonDC20202
ElvisTaylor202-377-4013 elvIstaylor@ed.gov
ASSISTANCE
AGENCY
(x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X FAR 52.212-4(c)(1) Contract Terms and Conditions - Commercial Items (Mar 2009) - TAILORED
The purpose of this modif1cat1on is to incorporate and provide funding for Change Request {CR) 4554. The total obligated value is increased by
$9,245.00 from $148,524,116.25 to $148,533,361.25.

KarenMahon
D1g1tallysigned by
Karen Karen Mahon
MAY 18, 2018
Date. 2018.05.18
Mahon 13·14·11 -04'00'
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-D-0014 Task
Order 0021 funded by line item 1036.
4554 $9,245.00 The purpose of this Change Request is to update the

poverty guidelines used by impacted FSAservicers and
systems in determining how income is defined for 2018.
The servicers shall update applicable systems, tables,
processes, procedures and all communication and web
pages to support the updated poverty guidelines.
Servicers shall make required adjustments to training
materials and electronic resources for the CSRs.Service rs
shall replace the current Economic Hardship Deferment
Form with the English and Spanish version of forms
provided and conduct pre-release testing of all forms in
systems and websites to ensure 508 compliance.
Servicers shall fix any issues identified in Phase 1 pre-
release accessibility test.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00024

SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

1036 Provide funding for Change Request 4554-HHS Poverty 1.00 SE 9,245.00 9,245.00
Guidelines.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$9,245.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00024
1 I 3
0021P00025 MAY 17, 2018

SupportGroup
Washington DC20202
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-OO
1410021
X
See Schedule

The purpose of this modification is to incorporate the following Change Requests to Contract Number ED-FSA-09-D-0014, Task Order 0021. See
attachment.
D1g1tallysigned by Elvis
0 MAY 17, 2018
Elvis Taylor~~i~r201s.os.11
08:27:26 -04'00'
Attachment Page
CR ID COST DATE DESCRIPTION
4474 0.00 2/23/2018 An anomaly in the date field format was found on the
Mandatory Forbearance Request (SERV)form. The
Servicers and StudentLoans.gov shall replace the
current Direct Loan, FFELand Perkins Loan
Mandatory/Forbearance Request {SERV)form in their
system(s) and websites with the corrected Mandatory
Forbearance Request (SERV)OMB-approved form.
The Servicers shall conduct pre-release accessibility
testing, replace the SERVform in their system(s) and
websites, and update the HTML form wizard for the
SERVform.
4436 0.00 2/9/2018 As of July 1, 2017, borrowers may now consolidate

under the Direct Loan Program if they have any of the
eligible loans listed in Section 685.220{b). Change
Request 4436 directs the loan service rs to remove the
system edits that prevent a consolidation application
from being processed if the borrower does not have
an anchor loan (FFELor Direct), and update all
procedure documents, training materials, and other
documentation to remove the mention of the edit.
4538 0.00 3/7/2018 The eCB system will be retired in late March 2018. All
Campus Based system functionality will be moved to
COD (currently scheduled go live for opening of
business March 26, 2018) and all Campus Based Call
Center activities will be managed by the COD Call
Center. All references and links to Teacher
Cancellation Low Income (TCLI) website should be
updated to a TCLI landing page on
www.studentloans.gov. All references to the eCB
system shall be updated to "Campus Based in COD"
(without quotation marks) and all references to the
eCB call center shall be updated to COD School
Relation Center.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00025

SCHEDULE Continued

elvis.taylor@ed.gov




None
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00025
1 I 2
0021P00026 JUN 01, 2018 EDOFSA-18-000540

SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
through approximately June 30, 2018. The total obligated value is increased by $15,697,000.00 from $148,533,361.25 to $164,230,361.25.
MAY 25, 2018
Elvis Taylor ~:i~~'201s 05.25
14 23 47 -04'00'
SCHEDULE Continued

elvis.taylor@ed.gov

202-377-3577, lynn.srnith@ed.gov



None
(New Line Item)

through approximately June 30, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$15,200,000.00
(New Line Item)

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$497,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00026
1 I 3
0021P00027 JUN 29, 2018 EDOFSA-18-000653
SupportGroup
Washington DC20202
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X FAR 52.212-4 (c) Contract Terms and Conditions - Commercial Item (Mar 2009) - TAILORED
The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4583 and Change Request (CR) 4467. Changes
to the implementation date of this CR may only be approved by the Contracting Officer or the Contracting Officer Representative and only in
writing.
0 JUN 29, 2018
Elvis Taylor6:i~ '201ao6.29
15.34:40 -04"00"
Attachment Page
CR ID Price CR DESCRIPTION
4467 $59,810.00 The purpose of this CR is to indicate that Federal Loan

Servicers shall report IDR Progress Toward Forgiveness
to NSLDS.The Servicers shall Initially populate NSLDS,
following implementation, with any loan in an open
status that has one count in any of the cumulative
progress fields, and to continue to report the IDR
Progress toward forgiveness record type upon any one
counter change.
Task Order 0021 funded by line item 1040.
4583 $39,950.00 The purpose of this CR is to identify borrowers

impacted by Natural Disasters and to process all new
discharge type.
The total obligated value is increased by $99,760.00 from $164,230,361.25 to

$164,330,121.25.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021 P00027

SCHEDULE Continued

elvis.taylor@ed.gov




None
(New Line Item)

1039 Provide funding for CR 4467 - IDR Progress Towards 1.00 SE 59,810.00 59,810.00
Forgiveness Record Type

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$59,810.00
(New Line Item)
1040 Provide funding for CR 4583 - Disaster Relief 1.00 SE 39,950.00 39,950.00

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$39,950.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00027
1 I 2
0021P00028 JUL 17, 2018 EDOFSA-18-000730

SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
through approximately August 31, 2018. The total obligated value is increased by $39,435,410.97 from $164,330,121.25 to $203,765,532.22.
KarenMahon
Digitally signed by
Karen Karen Mahon
JUL17,2018
Date: 2018.07.17
Mahon 08·55:29 -04'00'
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)


0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$38,685,410.97
(New Line Item)
approximately August 31, 2018.

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$750,000.00
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00028
I Paae of Panes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '· CoctcacllDCode
I 1 I 3
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECTNO. (if applicable)
0021P00029 JUL 23, 2018 EDOFSA-18-000747
UnitedStalesDepartment of Education See Block6
FederalStudeiitAid/Mission
SupportGroup
Washington DC20202
EddieLowe(202)377-3714 Eddie.Lowe@ed.gov
PENNSYLVANIAHIGHER EDUCATION
ASSISTANCE
AGENCY (x)
DUNS:007368103 -
1200NORTH 7THSTREET CageCode:41UK7
FINANCIAL
MANAGEMENT 5THFLOOR

EO-FSA-09-0-0014/0021
X
Offers must ackno'Medge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:
(a) By completing items 8 and 15, and returning~~ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted:
or (c) By separate leller or telegram which includes a reference to the solicitaUon and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER. If by Virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or letter, provided each
tele1:1ramor letter makes reference to the solicitation and this amendment, and is received nrior to the onenin!'.I hour and date specified.
12. ACCOUNTING AND APPROPRIATION DATA (lf required) Modification Amount: $18,600.00
See Schedule
Check 01"\9 A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. !N ITEM 10A.

D. OTHER (Specify type of modiftcation and authority)
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF secijon headings, including solicitation/contract subject matter where feasible)
The purpose of this modification is to incorporate and provide funding for Change Requests (CR) 4687 and 4724. The total obligated value is
Except as provided herein. all lerms and cond,tions of ll1e document referenced in item 9A or 10A. as heretofore changed. rema;ns unchanged and in full force and effect.
202•377-4013 elvis.taylor@ed.gov
158. CONTRACTORIOFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6)
JUL23, 2018
(Signature of person authorized to sign) (Siqnature of Contractin

NSN 7540-01-152-8070 ""'
STf\r•wARD FORM 30. (Rev. 10-83)
Attachment
The following Change Reque5t 5hall be incorporated into Contract Number EO-FSA-09-0-0014
Ta5k Order 0021 lunded by Line Item 1043,
CRID Prla, CRDESCRIPTION
4687 $15,220.00 The purpose of thi5 CR is for FSA to modifying the current
PSLF transfer proce5s to stop immediately transferring
borrowers to Fed loan Servicing once an ECF Is submitted
and qualifying employment is confirmed.
The following Change Request shall be Incorporated into Contract Number ED-FSA-09-0-0014
Task Order 0021 funded by line item 1044.
mo Price CR DESCRIPTION
4724 $3,380.00 The purpose of this CR Is to establish the 2018 ICR Income
Percentage Factors in accordance with Federal Regulation
685.209(a)l2)1i), The l(R Income Percentage Factors are used
by 5ervkers to determine how the income of single, married, !
or head of household is defined and calculated.
';
The total obligated value i5 lncrea5ed by $18,600.00 from $203,765,632.22 to $203,784,132.22.
PAGE 2 OF 3 ED-FSA-09-0-001410021P00029
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE $ AMOUNTS

elvis.taylor@ed.gov




None
{New Line Item)

1043 Provlde Funding for CR 4687 - PSLF Transfers Limited 1.00 SE 15,220.00 15,220.00
to at least 96 months of Qualified Employment.

0202M2018.A.2018. EN B00000.6N5.2521 A.AAJ.000.
0000.000000
$15,220.00
(New Line Item)
1044 Provide funding for CR 4724 - ICR Income Percentage. 1.00 SE 3,380.00 3,380.00

0202M2018.A.2018.ENB00000.6N5.2521A.AAJ.000.
0000.000000
$3,380.00
PAGE 3 OF 3 ED-FSA-09-D-0014/0021P00029
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1

1
·uoot,act1uu0o, I__ T_._
Page 01.Pages
1 3
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REO. NO. 5. PROJECT NO. (ii applicab1eJ
0021P00030 JUL 30, 2018 EDOFSA-18-000750
6. ISSUED BY
UnitedStalesDepartment or Educ.atIon
CODE FSA-FS2 7. ADMINISTERED BY (If other than item 6)
SeeBlock6
----
FederalStlldentAit!MssionSupport Grwp
830 FirstSt r-E- Suite91F3
Washingtoo DC20202
EddieLcwe(202)377-3714 EddieLcwe@ed.gov
8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and <-1r ...,oce) !:IAA,.,,c:N- .,_. _ vulk,,,A,,uN NU.
PENNSYLVANIA
HIGHEREDUCATIONASSISTANCE
AGENCY DUNS:007368103 (x)
1200~RTH 7THSTREET
-
CageCode:41UK7
FINANCIAL
MANAGEMENT 5THFLOOR
10A. MODIFICATlON OF CONTRACT/ORDER ,~u.

ED-FSA-09·0·0014/0021
X
CODE 00030774 I FACILITY CODE SEP01,2017
11. THIS ITEM ONLY APPLIES TO AMENDM
D The above numbered solicitation is amended as sel forth in item 14 The hour and dale specified for receipt of offers D is extended, Dis not extended.
or (c) By separate letter or telegram wtiich includes a reference to the solicilalion and amendment numbers. FAILURE OF YOUR ACKNOwt.EDGMENT TO BE
YOUR OFFER. If by virlue of this amendment your desire to change an offer already submitted. such change may be made by le leg ram or letter, provided each
teleoram or letter makes reference to the solicitation and this amendment. and is received prior to the ooening hour and date sp_ecified.
1£. -w~~UN, IN~ ANu , ,~,. ~,, 1,-.,\11requ1reu1 Mod1ficabon Amount: $06,0vv.w
THE AcuVc. ,~U , , ·- 1 , 1suc .. as c .. anges m paying

" IS 1 ·- •,
office. appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).
v THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

X FAR 52.212-4(c)(1) Contract Terms and Conditions - Commercial Items (MAR 2009) • TAILORED
0. OTHER (Specify lype of modificalion and authority)
I E. IMPORTANT: Contractor Ix is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matterwtiere feasible)
$66,000.00 from $203,784,132.22 to $203,850,132.22.
E~cepl ss pro\Oded herein. sll terms snd cond,I,ons ol 11'\edOOJment relerenced in item 9A or 10A. sshereloforeCMnged. remains unchSnged sod In full force sod eUect.
15A. NAMl:ANU I LI: ur SIGNc.~ (Type orpnn,, 1-.NA .•.-ANu,,,L-~ ~~····,.·~·"·~~· (, ype or print)
ElvisTaylor,Cootrading Officer
202-377-4013 el,.,s.taylor@ed.gov
158. CONTRACTOR/OFFEROR 15C. DATE SIGN 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED
Digitally signed by Elv
ElVIS
. Tay Ior Date:
"''" 2018.07.30 JUL 30, 2018 '
23: 17:12 -04'00'
(Signa1ure of person authorized to sign)
(Signature of Contracting Officer) I
NSN 75-,v-01-152-8070 STANuAn~ ~-~•l ~ .. (Kev. Iv-...~)
Previous Ediiion unusable Prescribed by GSA FAR (48 CFR) 53.243
The following Change Request shall be Incorporated into Contract Number ED·FSA·09·D·00l4
Task Order D021 funded by Line Item 1045.
'640 $66,000.00 The purpose of this CR is to Implement The Consolidated

Appropriations Act, 2018 which requires the
implementation of an e~pansion to the Public Student Loan
Forgiveness program. Phase Two for this process includes
evaluation of the requests, discharges, and notifications to
the borrower of the decision and all supporting activities.
The total obligated value Is Increased by $66,000.00 from $203,784,132.22 to $203,BS0,131.22.
PAGE 2 OF 3 ED-FSA-09-D-0014/0021P00030
SCHEDULEContinued
ITEM NO. SUPPLIES/SERVICES OUANTITV UNIT UNITP~CE S AMOUNTS

elvis.taylor@ed.gov

202-377•3577. lynn.smith@ed.gov

Patrice Washington, (202) 377·3845,

202·906-9882, Lawrence.Porter@ed.gov

None
(New Line Item)

1045 Provide funding for CR 4640. Temporary Expanded 1.00 SE 66,000.00 66,000.00
PSLF [TEPSLF] • Phase Two.

0202M2018.A.201 8. EN800000.6N5.2521A.AAJ. 000.
0000.000000
$66,000.00

PAGE 3AND
ED-FSA·09·D·0014/0021P00030
1 I 3
0021P00031 AUG 07, 2018 EDOFSA-18-000844
SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

$600.00 from $203,850,132.22 to $203,850,732.22.
Elvis D1g1tally signed by

Elvis Taylor AUG 07, 2018
Date: 2018.08.07
Ta)llD[ - rn·.2.1-.20 o~'oo'
Attachment Page
Task Order0021 funded by Line Item 1046.
Price CR DESCRIPTION
4640 $600.00 The purpose of this CR is to implement The Consolidated

Appropriations Act, 2018 which requires the implementation
of an expansion to the Public Student Loan Forgiveness
program. Phase Two for this process includes evaluation of the
requests, discharges, and not1f1cat1onsto the borrower of the
dernion and all supporting activities.
The total obligated value is increased by $600.00 from $203 850 132 22 to $203,850,732.22.
All other terms and cond1t1ons remain unchanged.
PAGE2 OF 3 ED-FSA-09-D-0014/0021 P00031

SCHEDULE Continued

elvis.taylor@ed.gov




None
(New Line Item)

1046 Provide funding for CR 4640 - Temporary Expanded 1.00 SE 600.00 600.00
PSLF [TEPSLF] - Phase Two.

0202M2018.A.2018. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$600.00
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00031
1 I 5
0021P00032 AUG 10, 2018

SupportGroup
Washington DC20202
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-OO
1410021
X
See Schedule

The purpose of this modification is to incorporate the following Change Requests to Contract Number ED-FSA-09-D-0014, Task Order 0021. See
attachment.
Elvis Digitally signed

by Elvis Taylor
AUG 10, 2018
(Signature of person authorized to sign) ; I

' --ntract~ole1™erP4
Date: 2018.08.1
·oo·
O
,:.
Attachment Page
CHANGE REQUESTSUMMARY MODIFICATION
CR ID I COST I DATE DESCRIPTION
4594 0.00 4/3/2018 This CR 1sto address Charlotte School of Law students in exceptional
circumstances to allow for a school closure discharge outside of the
tr;idition;il 120 d;iys. Servicers sh;ill 1) extent the 120-d;iy threshold
under exceptional circumstances for Charlotte School of L;iw (CSOL)
students to include ;iny CSOLstudent who withdrew from its closed
school on or after 12/31/2016, 2) modify the 'last enrolled' criteria on
closed school discharge requests from CSOLborrowers to indicate
enrollment on/after 12/31/2016 rather than 120 days prior, 3) check
whether borrowers who call and inquire about closed school discharges
are from CSOL,and if so, inform them of the expanded enrollment
period from 12/31/2016, 4) identify and outreach to CSOLborrowers
who withdrew on or after 12/31/2016, 5) send the borrowers via the US
Postal Service a discharge application and FSA-drafted cover letter
explaining the discharge process, 6) annotate the borrower account
once the communications are mailed, and 7) provide a summary report
to FSAthat includes the date applications are mailed and the list of
borrowers.
4585 0.00 4/6/2018 The purpose ofth1s change request is to implement changes to the
Borrower Defense process and begin use of a new vendor to manage
incoming c;ills, em;iils and applications beginning in M;irch of 2018.
Service rs shall continue to accept ;ind process forbearances received
from FSA using the existing process. Servicers shall ;ilso accept
individual requests to apply forbe;ir;inces to borrowers awaiting ;i cl;iim
decision on ;i borrower defense application. Servicers sh;ill process the
forbearance requests following these new rules: Service rs shall apply a
non-capping Administrative forbearance covering/resolving any prior
delinquency (to bring current) and remain on forbearance until FSA
instructs the servicer to remove the forbearance (once the claim has
been decided/resolved). If the borrower is currently 1ndeferment (or 1n
$0.00 IDR plan) they shall remain 1nthat deferment/plan but 1fthat
deferment/plan ends prior to FSA 1nstruct1ng the servicer to remove the
forbearance, an administrative forbearance should be applied after the
deferment/plan end so that borrower remains in forbearance until FSA
instructs the servicer to remove the forbearance. Service rs shall
annotate the borrower account that the forbearance has been applied
per FSA due to borrower's request related to 'Borrower Defense to
Rep;iyment' Servicers shall upd;ite any procedures, documentation,
communications, or call scripts (if needed) to replace the email ;id dress
and postal address for borrower defense questions from borrowers.
PAGE 2 OF 5 ED-FSA-09-D-0014/0021 P00032

Attachment Page
4466 0.00 4/10/2018 The purpose of this ch,rnge request is to implement revised Direct
Consolidation Loan Application and Promissory Note and Instructions
for Completing Direct Consolidation Loan Application and Promissory
Note under 0MB Control Number 1845-0053 expiration date
04/30/2019. Both forms have been updated by removing language
stating that at least one Direct Loan Program or FFELProgram loan must
be included In the consolidation. These forms supersede the forms
being implemented with CR's 3562, scheduled for March 25, 2018.
4560 0.00 4/12/2018 This change will consolidate phone numbers In order to simplify how
domestic schools and applicants contact the COD School Relation
Center and the Student Loan Support Center. This change will require
notification to all systems owners, servicers, trading partners, FSA
teams, and schools so that all parties can remove all references to the
retired numbers. Please note, a message will be placed on these retired
numbers for a mInImum of 60 days providing the new numbers.
4696 0.00 S/24/2018 The purpose of this is to change request is to create a detailed weekly
PSLFDenial Report about the PSLFdenied application population. The
report should include SSN, First/ Last Name of borrower, Date of PSLF
Denial, and Denial Reason. Report should include SSN, First/ Last Name
of borrower, Date of PSLFDenial, and Denial Reason, the report shall be
provided in spreadsheet format, shall be delivered every Tuesday prior
to 4pm ET. deliver to TIVASReports@ed.gov, sent to
Margaret.Ayanian@ed.gov, Nikki.Harris@ed.gov (other addresses may
be added upon FSA request), include all denial information available as
of the prior Friday and shall be sent in with subJect line of
"PSLF_Den1alReport_MMDDCCYY" where date is the date submitted.
4721 0.00 6/8/2018 The purpose of this CR is to simplify and enhance the PSLFApplication
Data Report. PSLFshall include the following Application-Level Status
Information at the application level(# of documents received) in their
bi-weekly reporting as established in CR 4522. L Total Number of
Applications Submitted= Total Apps Pending Processing+ Total Apps
with Processing Complete 2. Total Applications with Processing
complete= Number of Apps Approved+ Number of Apps Denied due to
Not meeting Program Requirements+ Number of Apps Denied due to
Missing Information
PAGE 3 OF 5 ED-FSA-09-0-0014/0021 P00032

Attachment Page
4488 0.00 6/13/2018 The purpose of this ch,rnge request is for Servicers to provide new
System Descriptions and Technical Narratives for all systems. This is
required in order to show that all computer systems are in compliance
with Department Guidelines. Servicers shall complete the System
Description and Technical Narratives and submit the templates and
spreadsheet to the Business Operations' Information System Security
Officer (1550) who will place all information in CSAM.
4634 0.00 6/19/2018 Federal Serv1cer's shall discontinue sending the PSLFFact Sheet as part
of the PSLFpackage that is sent when a borrower inquiries about PSLF.
4716 0.00 6/27/2018 The purpose ofth1s CR 1sto incorporate add1t1onal borrower defense
discharge 1nformat1on needed for reporting purposes. The servicer shall
update the Borrower Defense Discharge Report to include seven
additional data elements, and related totals, for each approved
discharge completed, include this information for ALL loans processed
after 6/30/18. The servicer shall make the update and include the
additional information beginning with the July 10 report.
PAGE 4 OF 5 ED-FSA-09-0-0014/0021 P00032

SCHEDULE Continued

elvis.taylor@ed.gov




None
PAGE 5 OF 5 ED-FSA-09-D-001410021 P00032

1 Contract ID Code ! Pag0c_of Pages__
3
2. AMENDMENT MODIFICATION NO 3 EFFECTIVE DATE 4 REQUISITION/PURCHASE REO. NO. 5 PROJECT NO (if applicable)
0021PC0033 AUG 22, 2018 ECOCSA-18-000963

UnitedStatesDepartment
of Ed--cat,on SeeBlock6
FederalStudentA1d.lM,s5ion
SupportGrm;p
830 F:rstSt NE· Suite91F3
WashingtonDC20202 I
EddieLcwe(202)377-3714EddieLowe@edgov
8. NAME AND ADDRESS OF CONTRACTOR {NO .. Street Country. State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
AGENCY (x)
DUNS007368103 -
1200 NORTH7TH STREET CageCode·41UK7
FINANCIALMANAGEf,1ENT
5THFLOOR I

ED-FSA--09-D--0014/0021
X I
10B. DATED {SEE ITEM 13) '
D The above numbered solicitation is amended as set forth In item 14. The hour and date specified for receipt of offers D is extended. Dis not extended.
tele ram or letter makes reference to the solicitation and this amendment, and is received rior to the o enin hour and dates ecified
12 ACCOUNTING AND APPROPRIATION DATA (If required) ModIficatIon Amount: $11.350.00
M o dfi1 Ica r I0n Obi Iga I e dA moun t _ $1135000
See Schedule
Check One A THIS CHANGE ORDER IS ISSUED PURSUANT TO· (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
I
8 THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes In paying I
office. appropnation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.103(b)

X FAR 52.212-4 (c) Contract Terms and CondItIons - Commercial Item (Mar 2009) - TAILORED
I
I
E IMPORTANT Contractor IX is not. I is required to sign this document and return copies to the issuing office
14 DESCRIPTION OF AMENDMENTIMODIFICA TION {Organized by UCF section headings. including solicitat1on/contract subject ma lier where feasible)
The purpose of this mod1ficat1on is to incorporate and provide funding for Change Request 4753 The total obligated value is increased by
$11,350 00 from S203.850,732 22 to $203,862,082.22
L~ccr:I as pro,idccj h~,e,n ull tcrrrs and condIt,ons ot lhc <locumcnt rcfcrcncM In <tern9A er 1OA as heretofore chan~cd remains unchangccJ nnd ,n 1"11force ~nd eHect
15A NAME AND TITLE OF SIGNER (Type or print} 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
AprilWes•.
202-37?.3320 /1.pnlWesl@edgov
I
1-1"
5~8~C~OcN~TR~AcC~T~O~Rc/O~F
cF~E~R~O~R~
----0
·1 15C 1
1 - I
DATESIGNED 168 UNITEDSTATESOFA~_ERICA 16C DATE SIGNED
' AUG 22, 2018

'
(Signature of person aulhorized to sign) Ysrna\ur!Fof Oontractin Officer)
:SSl\ 7S-40-0l-1S2-8070 ST.-\:\J>.-\Rll FOR\! 30. (Rei. 10-83)
l'rn io11,;Fditi,,n unu,.1hk Prescribed b:, (JS·\ l .-\R (-48('FRI ~3.~-l.>
Attachment Page
The following Change Request shall be incorporated into Contract Number ED-FSA-09-0-
0014, Task Order 0021, Line Item 1047.
47S3 $11,350.00 1
The purpose of this CRis to make enhancements to
the Customer Engagement Management System's
(CEMS) Partner Portals on July 29, 2018. These
enhancements update the servicer requirements for
assisting FSAwith processing forbearance and
performing post-determination activities on
customers with approved or denied borrower
defense applications.
!
PAGE 2 OF 3 ED-FSA-09-D-0014i0021P00033
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICANContinued
SCHEDULE FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
ITEM NO SUPPLIES/SERVICES QUANTITY UNIT

I UNIT PRICE S AMOUNT S
Contracting Officer: Apnl West 202-377-3820,

Apnl.West@ed.gov
'
202-377-3577. lynn.smith@ed gov
Alternate Contracting Officer Representat1ve(s)


202-906-9882, Lawrence.Porter@ed gov

None
(New Line Item)

1047 Provide funding for CR 4753 - FSA CEMS Borrower 1.00 SE 11,350.00 11,350.00
Defense Enhancements- PHEAA.

0202M2018.A.2018 ENBOOOOO 6N5 2521A.AAJ.OOO
0000.000000
S11.350.00
~----- -· I
PAGE 3 OF 3 ED-FSA-09-D-001410021 P00033

1 I 2
0021P00034 SEP 14, 2018 EDOFSA-18-001043
SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-00
1410021
X
See Schedule

X Funding Only
The purpose of this modification is to provide funding for Public Service Loan Forgiveness (PSLF) servicing, through approximately August 31,
2018. The total obligated value is increased by $167,651.16 from $203,862,082.22 to $204,029,733.38.
Digitally signed by
Elvis M. Elvis M. Taylor SEP 17, 2018
Date: 2018.09.17

Tatlor - o:z·ss·.:1.2
04'00'
SCHEDULE Continued

elvis.taylor@ed.gov




None
(New Line Item)

0202M2018.A.2018. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$167,651.16
PAGE 2 OF 2 ED-FSA-09-D-001410021 P00034
I AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '·Coot,actlDCod,

: Pane of Panes
I 1 I 3
2. AMENDMENTMODIFICATIONNO. J. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. \ 5. PROJECT NO. (if applicable)
0021POOOJ5 I SEP 21, 2018

7. ADMINISTERED BY (If other than item 6) CODE
6. ISSUEOBY CODE FSMS2
UnitedStatesDepartment
of Education SeeBlock6
FederalSI\Jdent
Aid/Mission
SupportGroup
830FirstStNE. Suite!!1FJ
WashingtooDC20202
EddieLOiiie(202)Jn3714 Eddie.Lowf@ed.gov
8, NAME AND ADDRESS OF CONTRACTOR (NO., Slreet, Coun1ry, State and ZIP Code) (X) 9A. AMENDMENT OF SOLICITATION NO.
PENNSYLVANIA
HIGHER
EDUCATION
ASSISTANCE
AGENCY DUNS:
007368103 <--
1200NORTH7THSTREET CageCode:41UK7
FINANCIAL
MANAGEMENT
5THFLOOR
HARRISBURG
PA 17102 98. DATED (SEE ITEM 11)

ED·FSA-09·0-0014/0021
X

D The above numbered solicitation Is

amended as set for1ti in Item 14. The hour and date specified for receipt of offers D Is extended, D1s not exteoded.
a
(a) By completing items and 15, and returning ___ copies of amendment; (b) By acknowledging receipt of this amendmen1 on each copy cf !he offer submlned,
or (c) By separate letter or telegram which includes a reference to the solicitallon and amendment numbers, FAILURE OF YOUR ACKNOVVI...EDGMENT TO BE
YOUR OFFER. II by virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or lener, provided each
tel earam or letter makes rererence to the sol!citation and this amendment. and !s received nrior to the o--ninn hour and dale S""Clfied.
12. ACCOUNTING ANO APPROPRIATION DATA (lfrequtrect) Modification Amount: $-17,377,799 58
Modification Obligated Amount: $-17,377,799 58
See Schedule
office, appropriation dale. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(0).
D. OTHER {Specify type of modification and authonly)

E. IMPORTANT: Contractor r is not, Ix is required to sign this document and return • copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings. including solicilaUonJconlract subject matter where feasible)
SEE PAGE 2 OF 3 FOR MODIFICATION DESCRIPTION
Except as ~rovlded herein. all I11rinsand condition• of the doa,menl reforunced In Item BA or 10A, a• h11re1ororechanged, remains unch811ged and in lull fon:G and etfed.
15A. NAME AND TITLE OF SIGNER (Type or print) 116A.
NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Ja rY?ef' fl 0-feefer ~i%j]¾~1i 00

:i~~l~~C:.gov
,,_c.e:-a
I nrcrrm
e-,~,.~_~C~O~N~T~R~A~C~TOf</-
OFFEROR
_J'-,--------~~
(b)(6)
Pres,de/Jf-
-
-r 1sC."OA
"f/2//18
Elvis M.
TayIor _
0S"O~F'A"M~E~R"'IC~A----,-~,~,,'c~.
7 T~E;s~,~G~N~E"D+.16"B'.'U"N"'IT~E~D~S~T~A~T~E O'A~T"E~S"l"G"N°ED"------i
D1gitallysignedby
Elvis M. Taylor
Date:2018.09.21
10341,.a,·aa·
SEP 21, 2018
(Signature'or person au1horized to sign) / (Sinnature of Con1ractlnn Office~\
NSN 7540-01-152-8070 STANDARD l•ORI\I JO. (Rev, 10-83)

l'rcvinus Etli1ion unusable Prescribed by GSA FAR (48 CFR) 53.NJ
AttachmentPage
The purpose of this modification is to de-obligate e~cess fundlng from Contract Number ED-FSA-09-D·
0014 Task Order 0021, as described below:
To De-obligate $17,377,799.58 from line Item 1041.
The total contract value is decreased by $17,377,799.58 from $204,029,733.38 to $186,651,933.80
PAGE 2 OF 3 EO·FSA-09· □·0014/0021 POOOJ5

SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES OUANTITI' UNIT UNIT PRlCE S AMOUNT S
Contracting Officer: Elvis Taylor, 202-377--4013,

elvis.taylor@ed.gov

202-377-3577, lynn,smilh@ed.gov

Primary Technical Point of Contact Lawrence Porter,

202-906-9882, lawrence.Porter@ed.gov

None
(Changed line Item)

1041 Provide funding for Title IV student loan servicing, 1.00 SE 21,307,611.39 21,307,611.JS
through approximately August 31, 2018. De-obligation of
funds ($17,377,799.58)

0202M201 B.A.2018. EN 800000 .6N5.2521 A.AAG. 000.
0000.000000
$21,307,611.39
PAGE3 OF 3 ED-FSA-09-D-0014/0021P00035
SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS REQUISITION NUMBER PAGE 1 OF s

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30 '
EDEl::CS~G<'.000 ;~
CONTRACT NO s
'
,·:ll- J- S,\- ,J 9 - D - C :,~.J
' AWARD/EFFECTIVE
DATE ' ORDER NUMBER
.-;;J:::t;;.s _Gc'CO:,G
SOLICITATION NUMBER C SOLICITATION ISSUE
DATE
:J/31/2015
a NAME 0 TELEPHONE NU~'-BER (Na collect

" OFFER DUE DATE/
►
7 FOR SOLICITATION c0ils) LOCAL TIME
INFORMATION CALL
s ISSUED BY CODE 70 THIS ACQUISITION IS [!SJUNRESTRICTED OR LJ SET ASIDE Q %FOR

LJ \.\'OMEN-O'NNEO SMALL BUSINESS ---
Uc. Lcci ~tc>:cs De,pa l ""·'-'"l cf Eciclcc,t_c,c SVA~L BUSINESS □ (WOSB) ELIGIBLE UNDER T!iE WOMEN-OWNED
cs,\- c·s~
:-'eue,·c1 l '.'tc.cient □ HU3ZONE SMALL SMALL BUSINESS PROGRAM NAICS
.',~d/~'.l,;',lc.,,c Sq,port ~:cc,~c, e-': BUSINESS
"'" ~t
~t :nc Sell ~e, 9 1. 0' • ' □ EDWOSB
';ia,,li~r.gton, UC, 20:0:, UC: □ SERVICE-DISABLED
VETERAN-OWNED SIZE STANDARD
SMALL BUSINESS n 8 (A)
DELIVERY FOR FOB DESTINA• DISCOUNT TERMS no
" TION UNLESS BLOCK IS "
Ne,r. :a.y,:; . ;c □ 13J THIS CONTRACT IS A
RATING
MARKED RATED ORDER UNDER

DPAS (15 CFR 700) 14, METHOD OF SOLICITATION
[g) SEE SCHEDULE
□ RFD D1FB □ RFP
,s DELIVER TO CODE ,e ADMINISTERED BY CODE I
Sec Schcdc:le
Ha CONTRACTOR/ I
CODE ·,·lC,C·, .. , I FACILITY ma PAYMENT \/'JILL BE MADE BY CODE Iese. 3C'l'
OFFE;ROR CODE
'1IGHEiic EDTJCJ\':'ION ASSrs·:'Al,"CE l1GE'.JCY, PE)1NSYLVA'.!IA ~fft'clt~o Gro1:p/ Invoi cc• r,C\ciin
:2eo 7:';J S'J"){E:C:':', RclCEIPTS, CPER,\TCO/;S ~·IH ""LOCR
1--:0ii.':'H
HAiiRISBTJRG, ?,\, liCOCU.J·l, cs LS S<e))salt1<·,enl cf Edl:cat ion/ CSA i C00/3G/FS,\,\, 83G c·cr~t
Stceee,c, NE, Sc:'.tc 54B1
·,-;,.~;1ingto,. .A, 2-J2C2·0CO~, cs
TELEPHONE NO
□
'" CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN
OFFER ''° SUBMIT INVOICES
ElELOW IS CHECKED
TO ADDRESS SHOI/VN IN BLOCK 18a UNLESS BLOCK
,;
□ SEE ADDENDUM
n
ITEM NO SCHEDULE OF SUPPLIES/SERVICES" "
QUANTITY UNIT
,0
UNIT PRICE AMOUNT "
Se,, sc::edule
(Use Reverse and/or A!t0c;;h Addir,ona/ Sheets as Necessar;)

ACCOVNTING M.JD APPROPRiATION DAT,\ ,c TOTAL AWARD AMOUNT (For Govt
" ''.e-," ''.c-ilc,;,:lcc ~·1,uC'l,CU ; . 0C
Usu Only)
□ 2,, SCLIC·T,\ -ior, lf!CORPORATES BY REFE"ICN:;,· f"Ml 57 712-" 52 212 4 FAR 52 212-J MJO ',2 712-5 ,\Rf A~TAC, 1~0 .~CCEfJOS □ ,\RE □ ,\l!Ech0- !-"l,;(;rl~C
□ ?<~ cor, TRACT,FU,!CH-;sc ORrER lf.CORf'O""""s ~y 'lCf-~~EN~C r,;R 5? 2,,.,. FAR 02 212,5 •S ,; 1 Ti-ChC::l i,00"10,; o~.R~ ~ ;,~E·;o~!,FAC~ED
□ □
28 CONTRACTOa: IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN 29 A'NARD OF CONTRACT REF O"'FER
COPIES TO ISSUING OFFICE CONTRACTOR AGREES TO FURNISH AND ---
DATF[1 YOUR OFfE'< ON SOLICITATION
DELIVER ALL ITEMS SET FORTH 0'< 0THER'/\-1SE IDENTIFIED ABOVE AND ON AfJY (BLOCK 5) INCLUDING ANY ,\DDITIONS OR CHANGES WCIICH ARE
ADDITIONAL SHEETS SUBJECT TO THE TERMS A'.>JDCONDITIONS SPECIFl:':D SET FORTH HEREIN. IS ACCEPTED AS TO ITEMS
30a SIGNATURE OF OFFEROR,CONTRACTOR 31.s ur~,TED STATES OF AMERICA ( ' - R)
s_,a,,-d )o,e,j'(b)(6) I
')
' (1 :::,30::
3C-b NAME AND TlhE OF SiGNER rTy;:;eor;:;n,n) 30c D1\TE SIGNED 31 b NAME OF CONTRt,CTING OFFIC:CR/Type or p~m/
?.a.,·,;,:
) " DATE SIGNED
']~Lso:·.,
·- '31, ~c:c
'",oc.t.1 ,JC l : 1,c:, !J:;'f_ce~
.-
,,JI HORIZEC FOR LOCnl REPRCCUCTION
STANDARD FORM 1449 {REV 2.120121
Pa:EVIOJS C:D!TION ·S )JOT USAB_C:
Pres~nneo by GSA - FAR 1~8 CFR) 53 212
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EDENFS16F0006
Page3of9
TABLE OF CONTENTS:
Seel ion B- Cunlinuation of Form ............................................................................................................................................................ .4
Contn1c! Admini~tration Data.............................................................................................................................................................. 6
lklin·ry or Perfor111am:e................. .............................. 7
Section C- Cuntral·t Clauses ..................................................................................................................................................................... B
Sl•c!ion D- List of Ducumrnts, Exhibits, and other Attachments ... ··············•·········· .......................... 9
EDENFS16F0006
Page 4 of 9
Section B- Continuation of Form
Item Number I Base Item Supplies/Services · Ouantity Unit

I Number
0001 I Loan Consolidation in accordance 7000006-" DO
with the terms and conditions of the
IDIQ and the pricing specified in the
P~I.9.II1_Q
ExhIbIt (Section B). I
Contract Type ..Fir112
Fixed Price
--- Unit Price $1.00
, ..-····- .. , ..
,
Extended Price $7.000~060.oo
Description:
CPurchase Requis1tiOrlS EDENFS160o6o72

- ---------
---·-- - - -, ---
- Funded Amount
I $7,000,000 00
'
'
IDC Type: Not Applicable

FSC Codes: R710 FInanc1al Services (includes credit card services and any other financial
s
NAICS Code: 522390 Other Activities Related to Credit lntermedIatIon
Clauses incorporated by reference
None
Clauses incorporated by full text
None
EDENFSl(,FII0U6
Pag~ 5 "1·9
I-Ill NFSlllFIIOII(,
l'agc' (> of'!
Contract Administration Data
Total Obligated Amount:S7,000,000 00

The Obligated Amount Is broken down by line of accounting as follows·
Contract LOA:4253XNOYR B 2016.139900.ENBOOOOO.A16.2521A O.LLX OOO.N.0000.000000.000000
o...mount:S7,000,000.00
Clin 0001 :$7,000,000.00
1-.B.1:_questingOffice Address
FSA BUSINESS OPERATIONS
- -
FSA-BO
830 First Street. NE
Washington DC 20202
Phone
Contact Details. '"
'
· COTR Office Address
-- FSA BUSINESS OPERATi6NS
FSA-BO
830 First Street. NE
Washington DC 20202
Phone: Fax:
Contact Details
' Washington, Patrice
' Patr1ce.Wash1ngton@ed gov
: Issuing Office Address
:·ur,-lteci States Department of Education
FSA-FS2
Federal Student AId/MIssion Support Group
Washington DC 20202
Phone. Fax.
Contact Details.
Submit Invoices To Address

Budget Group/If1V01ceAdmm
FSA-BUD
US Department of Educat1on/FSA/CFO/BG/FSAA
830 First Street, NE, Suite 54B1
Phone
Contact Details:
Remit To Office Address

-BlJdget Groupllnvo1ce AdinTn
FSA-BUD
US Department of Educat1011/FS/\/CF018GiFSAA
830 First Street. NE Suite 5481
Phone
Contact Details.
U)J- '.\FS I 1,Fllllll(,

l',1g~7(lf')
Delivery or Performance
Line Item: 0001

Period Of Performance Start Date Penod OTPerformance End Date Penod Of Performance Address
111116 12/31/16 ----... -"~-=~~---t-cu~s~D~E~P"T~O~F=E"D~U~C~A~T~,a~N"
___
US DEPT OF EDUCATION
400 Maryland Ave., SW
Washington
Dist Of Columbia US 20202 ______ ~
Deliverables
Deliverable Name Description Due Date Repeat Repeat Until
Frequency
EDE;\FS I 1,ruoor,
1':1gc·C:of()
Section C- Contract Clauses
None
None
EDU\FSI 6Fil01li,
Pa~e 9 01·9
Section D- List of Documents, Exhibits, and other Attachments
None
None
None
1 Contract ID Code P3ge (!f ;age,

i ,l..MENDMEN r MODIrICA[l(JN ~JO T -1 REClUIS!'IDNIPLJRCHASE REci N0____ 5 :TiOJEC:T NO ,,I ;;ppi,cJbitci
. 2.__
__j_ -1.
C001 MAY 30 2017
GISSUEDBY :::ifoE FSA-FS2 7 ADMINISTERE08Y(lfo1tiefihan ilefri"6) CODE
,r·,let~,,; f,',s,,y, ~ ,r,o~r. Group See Block 6
<lJO Fn, SI rJE iJ,te 91;- J
i,J,r1ns10, ::c ~0::02
0 NAME AND ADDR!::SS OF CONTRACTOR rNO Sired Counlry Si",j(~-;i°nd

ZIP Code) (X) 1 9A AMENDMENT OF SOLICITATION NO
HIGHER EDUCATION ASSISTANCE: AGENCY PENNSYLVANIA DUNS 007368103
1200 NORTH 7TH STREET Cage Code <11UK7 ---I
FINANCIAL MANAGEMENT STH FL(.JQR

i•F·h ,}'.., ••ll·l 0 E ►,; le'·,),
X
108 DATED (SEE ITEM 13)
CODE 00030774 FACILITY CODE DEC 30. 2015
D The aoove riurnbe,ed scl1c.talmo ,s amended as set lonh ,n •tern 14 The hour and dale specified for receipt ol otters O is exteMed. Dis not extended
Oilers must acknrnvledge rece,pt or th,s amendrnenl pnor to the hour and date specified ,n Ihe solic1tal1onor as amended. by one of lhe lollovmg methods
Ii!) By completing ,terns 8 an □ 15 and returrnng ___ r.op,es oramendment. (bi By acknow1edg1ngreceipl ot ttHs ameodmenl on each copy of the ofter suom,"ed.
or \CJ Sy separate letter or lelegram which includes a reference to lhe solIc,ta\1on and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
RECEIVED AT THE PLI\.CE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER lfby v"lue of this amendment your desire 10 change an offer already submitted. such change may be made by telegram or letter prnv,ded eact1
~egram or lelter makes reference to the sol,c,tat,on_~!!..9this arnendme11I and ,s rece,~ed prior 10 1ne open,ng hour an!'.1llate specified _ _
12 ACCOUNTING AND APPROPRIATION DATA Ilfrequ,red) Mod1ficallon Amount $---1753 988 63
See Schedule Mod1fical1on Obligated Amount $- 1.753 988 63
13, THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Cneck One I A THIS CHANGE ORDER IS ISSUED PURSUANT TO iSpec,fy auttioflty) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO iN ITEM lOA
8 THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES Isuch as changi;s tn paying
office. appropnallon date etc) SET FORTH IN ITEM 14 PURSUANT TO THE AUTHORITY OF FAR 43 103{b)

X I
Mutual Agreement Between the Parties
I D OTHER {Spec,ty [ype of modificat10n a,l(J au!11onty)
E IMPORTANT Contractor I Is not, fx _is required to sign this docun:,~nt and return copies to 1he issuing office
14 !JESCRIPTION OF AMENDMENT/MODIFICATION 10rg;m,::::edby UCF section hcadorigs, IncluaIng solIc1taboruc:onlmc! subJect matter wt,ere feasible)
Tt1e purpose ot 1h1smod1ficat1on Is to de-obligate excess funds from Contract ED-FSA-09-0.Q014. Task Order EDENFS16F0006 Line Item 3 The
total contract value ,s decreased by S1 753 988 63 from $12.815 600 00 to 511 061.611 37
All other tenns and ccnd1t1ons remain unchanged
·>< ""i "'"'""Mr!'"'"'''' ,, ,.,,m,i,1J "'"·'''-'" ,,, l~u "cccrn.•~• '"'""'"'""''' ,Ia111
~"- c, 1· K ·" I e,o!ulcrn UL~'QOO ""-ra,n, "rcr.1n~ea ,1flO.n '"" rr~c,o
j<"J C'lleCI
ISA NAME AN □ TiTLi:: 6F SIGNER ::Typ;;O/ !)rlritj"- --- ---- 16A NAME AND TITLE OF CUNTRACTING OFFICER (Type 01 pnntI
Karen Mahon
202-377-4381 Karen Mahon@eo gov
15B CONTRACTDR1QFFEROR 15C OA-f-€ SIGNED' 168 UNITED STATES OF AMERICA 16C DAfE SIGNED
rb)(6)
MAY 30 2017
y o z:; C
s,gnalurt: of p,;150,, ~ulhonzed lo s:gnI

,S,~A\Lueo! Conlract,n O!ficeti
NSN 75.i0-0\-152•~07!1 ST,\ND,\RD FORM JO. (Rl'v. I0-83)
rr~nou, E<l,tion unu,Jblc !'rcscrih~l! hy GSA FAR (48 Cl'R) 5J.2·1J

Karen.Mahon@ed.gov



None
(Changed Line Item)

0003 Deobligation of funds ($1,753,988.63). 1.00 SE 1,916,011.37 1,916,011.37

4253XNOYR.B.2017 .ENB00000.A 16.2521 A.LLX.000.
0000.000000
$1,916,011.37
PAGE 2 OF 2 ED-FSA-09-D-0014/EOENFS16F0006/0001
11.
CONTRACTID CODE
El>ENF.S16F)) )6P))) )1 0',, 22. 20>: El>ENF.S16)))S76

~----
:c;-;A-C''.-;)
N::: s~.Luc 01::' 5
i..J'l..o..-. 1 ~,cit rn, D'.", ;c,;c,;, 11;-;
~
□ 9B.DATED
12n
.. Ac< L;JI __I!.'.;, ='A, 171 ~l~~~, U:;
(SEEITEM/1)
NO
IXI,~o~F~:;:~
°F(:::~TEM 13)
U15l1n•l~
IFACILITYCODE
11, I
' " "
already submitted, such cha.nge mav be made_by teleq ram or letter, 01ovided each telegram or letter makes reference to the solic1tat1on and this

NO. IN ITEM 1OA.
□
apprormnion date,ere. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
OTHER 1Spec,y type or mo i 1cotionanaoi,tnonty!

::'~,"-1.i.:,:3 0:,1,
14 DESCRIPTION OF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heodmg<, mc/udmg so/ic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER ~D~IF:- I b.- uuub.,uuuu1
SUMMARY OF CHANGES :-;pp cc,nt i mi.st i c,n °,J-,ppt
Kc.ng, Sec
c.,r_-,-~.--,r.q (,ff, ,-p,-
u S1 qr.Pd u F~r.q, s,-,,-, n'l, 22, 2n1G

/Signature of person ourhor,zed ro <1gn) (Signature of Conrracri11g Officer}

EDENFS16FD0D6PDDDD1
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Loan Consolidation servicing in accordance with the terms and conditions of
the IDIQ and the pricing specified in the Pricing Exhibit (Section 8). The total contract value has increased by $2,145,600.00 from
$7,000,000.00 to $9,145,600.00.
Section B
Line Items Added:

Number
0002 Loan Consolidation in accordance 2145600 DO
IDIQ and the pricing specified in the
Pricing Exhibit (Section B}.
I Unit Price $1.00
I Extended Price
Description:
Provide funding for Loan Consolidation servicing through approximately December 31, 2016.



4253XNOYR.B.2016.139900. ENB00000.A 16.2521 A.0.LLX.000.N.0000.000000.000000

11.
IPAGE~
I '
El>ENF.S16F ) ) )6P))) )2 - - ' 0',, 20>: El>ENF.S17))))1S
:c;-;A-C''.-;)
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Nc-:n:-c'T:-C sn::: ,,
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I OA MODIFICATION OF CONTRACT/ORDER NO
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CODE ~~~)~77-·I IFACILITYCODE

11, I
' " "

NO. IN ITEM 1OA.
□

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MODIFICATION CONTROL NUMBER ~D~IF:- I b.- uuub."--"--"--"--'/
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u S1 qr.Pd u ,:;, h~.,r., F~,-pr_ lL n'l, 2n1G


EDENFS16FD0D6PDDDD2
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Loan Consolidation servicing in accordance with the terms and conditions of
the IDIQ and the pricing specified in the Pricing Exhibit {Section B). The total contract value has increased by $3,670,000.00 from
$9,145,600.00 to $12,815,600.00.
Section B
Line Items Added:

Number
0003 Loan Consolidation in accordance 3670000 DO
1D1Oand the pricing specified in the
I Unit Price $1.00
I Extended Price
Description: Provide funding for Loan Consolidation servicing through approximately December 31, 2016.



4253XNOYR.B.2017 .139900.ENB00000.A 16.2521 A.0.LLX.000.N.0000.000000.000000
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ITEM NO.
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QUANTITY "
UNIT "
UNIT PRICE "
AMOUNT
Sec .Schc<Julc
□ RECEIVED □ INSPECTED □ ACCEPTED, ANO CONFORMS TO THE CONTRACT, EXCEPT AS NOTED.

-------------
32b. SIGNATURE OF AUTHORIZED GOVERNMENT 32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT
32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 321. TELPHONE NUMBER OF AUTHORZED GOVERNMENT REPRESENTATIVE
32g E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE
33. SHIP NUMBER 34. VOUCHER NUMBER 3, AMOUNT VERIFIED 36. PAYMENT 37. CHECK NUMBER
CORRECT FOR
□ PARTIAL □ FINAL □ COMPLETE □ PARTIAL □ FINAL

38. S/R ACCOUNT NO. 39. S/R VOUCHER NUMBER 40. PAID BY
41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE '" RECEIVED BY /Prm/)
RECEIVED AT /Loca/ion)
'"
42c DATE REC'D /YY1MM1DD) 142d TOTAL CONTAINERS
STANDARD FORM 1449 (REV 2/2012) BACK
EDENFS16F0011
Page 3 of 9
TABLE OF CONTENTS:
Secti11n H- Continuation of F11rm............................................................................................................................................................. A
Contract Adn1inio;tration Data ................................................................................................................................................................. £
Delivery or Perl'ormance ........................................................................................................................................................................... 7
Secti11n C- Contract Cla11~,.s..................................................................................................................................................................... 8
Section D- List of Documents, Exhibits, and other Attachments .......................................................................................................... 9
EDENFS16F0011
Page 4 of 9
Section B- Continuation of Form

Number
0001 TEACH Grant Servicing in 173275.2 DO
(Section B).
Unit Price $1.00
Description:


FSC Codes: R71 0 Financial Services (includes credit card services and any other financial
s
NAICS Code: 522390 Other Activities Related to Credit Intermediation
None
None
EDEIWSl6F00l l
Page 5 of9
EDEIWSl6F00l l
Page 6 of9
Total Obligated Amount:$173,275.20

The Obligated Amount is broken down by line of accounting as follows:
Contract LOA:0202M2016.A.2016.61 0000. ENB00000.6N5.2521 A.A.ACB.000.N.0000.000000.000000
'-\mount:$173,275.20
Clin 0001 :$173,275.20
Requesting Office Address

FSA-BO
830 First Street, NE
Washington DC 20202
Phone: Fax:
Contact Details:
COTR Office Address

FSA-BO
Washington DC 20202
Phone: Fax:
Contact Details:
Washington, Patrice
Issuing Office Address
FSA-FS2
Washington DC 20202
Phone: Fax:
Contact Details:

Budget Group/Invoice Admin
FSA-BUD
US Department of Education/FSAICFO/BG/FSAA
Phone: Fax:
Contact Details:

FSA-BUD
US Department of Education/FSA/CFO/BG/FSAA
830 First Street, NE. Suite 54B1
Phone: Fax:
Contact Details:
EDEIWSl6F00l l
Page 7 of9
Line Item· 0001

Period Of Performance Start Date Period Of Performance End Date Period Of Performance Address
1/1/16 12/31/16 US DEPT OF EDUCATION
US DEPT OF EDUCATION
400 Maryland Ave., SW
Washington
Dist 01 Columbia US 20202
Deliverables
Deliverable Name Description Due Date Repeat Repeat Until
Frequency
EDEIWSl6F00l l
Page 8 of9
Section C- Contract Clauses
None
None
EDEIWSl6F00l l
Page 9 of9
Section D- List of Documents, Exhibits, and other Attachments
None
None
None
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1 Conu<>ctiocodc P,lJ!.eoi_P,19es
2 AMENDMENT MOGIFICAT•ON NO ··· r3 EFFECTIVE DATE f 4 REQUISIT\ONIPURCHASE REQ NO------,'\ PROJECT NO 7J°ar)l1r~Je1_J
0001 MAY 30. 2017
5 ISSUED BY -
---°-
CODE FSA-FS2 i ;.Ql,1INISTEl<ED BY ilr Other lhJn ,tem 6) - CODE
Fe1eraIS•u~or>:
A,d,1,b, .Jn --upe~"·,,o __
e See Block 6
c__ Slre('I.
:;.'.N--~-;:'-.'.~-;-~-•:_:_,_:"-:-~-:-~-•~-s-o-F
O_N_T_R_ACi01f-(N_O_ c-,-,c"c'>---s-,c,.c,c,~"L~-,
---~, -(-,-)--,-A~A7M"EcNcDcMcE=N°1-o~F
0,-,c-,"T'A"1-,o-,
"s"o 77N"O'.
HIGHER EDUCATION ASSIS rANCE AGENCY PENNSYLV,<NIA DUNS 007368103 ,--~-.j
1200NORTH7THSTREET Cage Code 41UK7 I
f'INANCIAL MANAGE MEI~ r 5TH f-'LOOR
!OA MODIFICATION OF CONTRACT/ORDER NO

: c ;··,a ;,i.~ -._.,, 1:~•11r_,,, , 11
X L======,------
1oa DATED tSEE ITEM 13)
CODE 00030774 FACILITY CODE JAN 01 2016
11. TI-IIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS
D The above nurnbeiea solIc,I;:iuon ,s amended as set forth ,n item 14 The hour and date specified for ,ece,pt of ofters Is edended. O not e,Iended 0,s
Offers must acknowledg(' l('CeIpt ol lh1s amendmenl pnor to the hour and dale specified ,n lhe solicit;:illon or as am('nded. by one of tlie lolloW1ngme1hods
la) By complehng ,Iems 8 and 15. and retummg ___ copies or amenomenl. lbi By acknowtedg1ng rece,pt of lhIs amendment on eac/I copy of the olfer subm11ted.
or ICI By separa1e let1er or telegram wt11chincludes a rererence lo the solIc,tatIon and arnend1ne111
numbers FAILURE OF YOUR ACKNOWLEDGMENT TO BE
YOUR OFFER If by v,r\u(' of this amendmenl your d"'sIre to change an ott"er already subm,tted. such ch;;mge may be made by IcIegram or letler. provided ('ach
lelegram or let1er makes reference to lh(' sol1citalronand this amendmenl and ,s received pnor to the ooenI11ghour and dale se_eC:1~<!.S!_ _ _ ___ _
12 ACCOUNTING ANO APPROPRIATION DATA ilf required) Mod1ficat1on Amount $-31 092 go·
See Schedule Mod1ficat1on Obligated Amount $-31.092 90
,::;heckOne JA THIS CHANGE ORDE"r_IS ISSUED PURSUANT TO {Spec,fy auttlor1iy) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE- ----
- ~ClNTRACT <)ROER NO ,N ITEM 10A
B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIF!ED TO REFLECT THE ADMINISTRATIVE CHANGES (;;ch as changes ,n pay°,nrJ
wtf1ce.upprop11aI,on1.Jate.elcI SET FORTH IN ITEM 14 PURSUANT TO THE AUTHORITY OF FAR 4J 103(bl
C THIS-SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF

X . Mutual Agreement Between lhe Parties
I
□- :::'iTHER (Sp.;CJ"y-t)'peofmod,ficahon and aulhontyJ
l
E IMPORTANT Contractor r ,snot. X Is required to sign lh1s document and return cop,es !O the issuing office
----- - -
14 DESCRIPTIUN OF AMENOMENTIMODIFICA TION iOrgamzee1by UCF sectron l1eaC11ngs.,noudong sohc,tat10n/con11actsutiIec( on<1llerwhere feasible)
The purpose of this mod1ficat1on ,s to de-obligate excess funas from Contract ED-FSA-09-0-0014 Task. Order EOE NFS 16F0011 Line llern 6 The
total ..::onlract value ,s decreased by $31.092 90 from S1283039 21 to $1 25194631
All other terms and co11dIl1ons remain unchanged
rm,.Jc"d'""""' ,; Ir11~,;wo,, o.J·:"~" 0•""'<Jucu,rie1>t,ele,i•r..:ed an,,,,m9(,

f- .cepl ·" _•: __,,t,e,~!c'~"• e1,a,c,M.f'•ffiJ"" crctian•J•'1.l _.,J"' :c le<c~<lndr•tlen
1·:·r,
15A NAME ANO TITLE OF SIGNER /Type or prIn11 I6A NAME ANO TITLE OF CONTRACTING OFFICER 1Type or prIn11
K~ren Mahon
202-377--4381 Kar('n Milhon@td gov
. .
:sa· GONTRACTORIOF.FE'ROR . 15C DATE sidNED I 168 UNITED STATES OF AMER:CA 16C DATE SIGNED
) ),, l(b((6(
MAY 30 2017
, S,qnalure of p,:,r:;on frCthoHitd 10 s,gn, ~ 7 s',,,-,.-o,-,-,', 7c

7-••7r,~-,-.,-~
c7 ,-,a-,ca-,',,,-,
NSN 754U-Ul-15~-8U7tJ STANDARD FORM JO. (Rev. I0-8J)
rn:viou~ EJit1on unusable hy GSA FAR (-\H CFRJ 53.~-\3
Pr~.<cribc-<l

Karen.Mahon@ed.gov



None
(Changed Line Item)

0006 Deobligation of funds ($31,092.90). 1.00 SE 260,568.61 260,568.61

0202M2016.A.2016. ENB00000.6N5.2521 A.ACB.000.
0000.000000
$260,568.61
PAGE 2 OF 2 ED-FSA-09-0-0014/EOENFS16F0011/0001
U ..ONTRAli lDCOD~ PAGE m PAGES

,M -I-..A,,O,sNv. ' I '
'
EDENFS16F0011P00001 '
01/28/2016 "" 'See-~UI I luN/~u
Schedule ''" EQ, NO. I5,PROJ N I" app 1ca,e
6. ISSUEDBY CODE fS.1.- FS2 7. ADMINISTEREDBY (Ir omer rllan liem 6) CODE I
FSA-FS2
Federal Student Aid/Mission Support Group, S,O First s,
. Suite
"'
Washington,
91F3
"· 20202, us
8. NAMc AND AuD~cSS O, CONTRACTOR {No, meer,rnumy, ~rnre anuLI · LOue1 9A. AMcNDMENT OF SOLI-..IA ION Nv.
""
HIGHER EDUCATION ASSISTANCE
1200 NORTH 7TH STREET,
HARRISBURG, ,,_
171021444,
AGENCY,
RECEIPTS
us
PENNSYLVANIA
OPERATIONS srn FLOOR - 98. DATED (SEEiEM I!)
10A. MODIFICATIONOF -..ON,MACT/ORDER

NO.
EDENFS16F0011
IXI 10B.DATEO
01/15/2016
(SEE ITEM 13)
CODE 00030774 [FACILITYCODE
D The above numbered solicl!a!ion is amended

11, I
a, ,et
-- --
forth ;n Item 14. The hour and date specified for receiptof0ffer1 0 is extende<l, D i, net e><tended.
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solteita!ion or as amended, by one of!he following method,,
(a)By rnmple!ing items 8 and 15, and returning copies of the amendment; lb) Byacknowledging receipt of this amendment on each copy of the offer 1ubm1ned;
or (c) Byseparate letter or telegram which include> a reference !O the solici!atlon and amend men! numbers. FAILUREOF YOURACKNOWLEDGMENTTO BE RECEIVEDAT THE PLACE
DESIGNATEDFORTHE RECEIPTOF OFFERSPRIORTO THEHOUR AND DATESPECIFIEDMAY RESULTIN REJECTIONOF YOUROFFER lfbyvjrtue of this amendment yourdesiroto change an offer
al,eadv submitt<;.<i such.change may be made byteleorarrio, lene,. RfOVidedeach telegram or letter make, refe,ence to the solicitation and this
amemlment, anu" received pnar t<,1the opening hour and date spet, ,ed.
l 2. A(COUNTING AND APPROPIRATIONDATA (I/,equ/red)

See Schedule
13, THIS ITEM ONLY APPLIESTO MODIFICATIONOF CONTRACTS/ORDERS.

IT MODIFIESTHE CONTRACT/ORDERNO. AS DESCRIBEDIN ITEM 14.
CHECKONE A. THISCHANGEORDcRI ISSUEDPURSUANTTO: (Speci,yau1 ority) Tl-IECHANGESSETFORTHIN ITEM 14 AREMADE IN TH~CONTRA-..,o~DER
------I NO. IN ITEM lOA, FAR 52.212-4(C)(1) Contract Terms and Conditions - Commercial Items (MAR 2009) - TAILORED
~
B. THE ABOVENUMBEREDCONTRACT/ORDERIS MODIFIEDTO REFLECTTHE ADMINISTRATIVECHANGES (suchos changei in paymg office,
□ I'-·
appropria1iondate, ere. ) SIT FORTHIN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR43.103(b).
I HI~ ~UPPLtMtN IAL AGAEEMt:NTIS tNltRtDINTU PUHSUANTTU AUlHORIIY Or:
□ 1u. ,.,,m.R ()peciry rypeol mouMCO!ionan<1aurnori1y)
□
E. IMPORTANT: Contractor (81is not, D is required to sign this document and return copies to the issuing office.
14. DESCRIPTIONOF AMENDMENT/MODIFICATIONl Organized by Ud iection headmgs, induO"mg 1ohc1totion/controcf
subjectmotre, where leos,b/e.)
MODIFICATION CONTROL NUMBER EDENFS16 FOO l lPOO 00 1
SUMMARY OF CHANGES See cont!nuationi sheets.
Except as provided herein, all terms and condition, of the document referenced in Item 9A or lOA.as hNetolorechangcd. re maim unchanged and In full force and effect.
15A, NAMt ANu 111Lt Ot- )ic,NtR (,ypeorpr,ntJ 16A.NAMtANDTI LtO ...ONI1<A1.IINGOt-t-kL .. pypeorprrm!
Gibson, Karen
15B. CONTRACTOR/OffEROR 15C.DATESIGNED

Contracting Officer
16B.UNITED STATESOF AMERICA
. 16L0A ESIGNED
t)(6)
II Signed / Gibson, Kard q1/2B/2016
(Signafure ofperson authorized ro ,ign) (Signaw,e of Contracri
' '" /
NSN 7540-0 1-l 52·8070 STANDARDFORM 30 (REV.10-83)
Previous edinon unusable Prescribed by GSA FAR (48 CFR)53.243
EDENFS16F0011 P00001
Page 2 of 3
Summary of Changes
The purpose of this modification is to provide funding for Change Request {CR) 3188 and 3432. The total contract value has
increased $209,102.50 from $173,275.20 to $382,377.70.
2.Supplies or Services and Prices/Costs

Line Items Added:

Number
0002 Change Requests, individually 159172.5 DO
terms and conditions of the IDIQ.
I Unit Price $1.00
I Extended Price
Description: CR 3188 - The purpose of this change request is to provide requirements for the conversion of
a TEACH grant to a loan for recipients identified as actively enrolled at the same institution where the grant
was originated, but who were not awarded with a new grant for the subsequent award year, and who failed
to return a re-certification letter.

EDENFS16F0011P00001
Page 3 of 3

Number
terms and conditions of the 1D10.
Contract ivpe: firm Fixed Price
I Unit Price $1.00
T Extended Price
Description: CR 3432 - The purpose of this change request is to develop a notification for TEACH grant
recipients who are not on schedule of meeting their teaching service obligations, as outlined in the ATS
contract. This change will affect both recipients who have not completed the required 4 years of services and
those who need to certifv their final leach inc services, within the required 8 year timeframe.

5.Conlracl Administration Data


0202M2016.A.2016.610000.ENB00000.6N5.2521AAAAJ.000.N.0000.000000.000000

11.
IPAGE~
I '
El>ENF.S16F ) H lP))) )2 04, - s, 20>: El>ENF.S16)))251
:c;-;A-C''.-;)
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NO
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CODE ~~~)~77,'I IFACILITYCODE

11, I
' " "

NO. IN ITEM 1OA.
□

::' ~,"-1.i.:,:3 0:,1,
MODIFICATION CONTROL NUMBER :CD:CIF'.- 1 r;:cc,c,7 7 :,c,c,c,c,;
Gil:-::scn, Kc.r en
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
u S1 qr.Pd ,:;, h~.,r., F~,-pr_ n~. 15, 2n1c

EDENFS16FDD11PDDDD2
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for TEACH Grant servicing in accordance with the terms and conditions of the
IDIO and the pricing specified in the Pricing Exhibit (Section B). The total contract value is increased by $88,000.00 from $382,377.70
to $470,377.70.
Supplies or Services and Prices/Costs

Line Items Added:

Number
0004 TEACH Grants in accordance with 88000 DO
the terms and conditions of the IDIQ
and the pricing specified in the
Unit Price $1.00
I Description: Provide Title IV Aid Servicing through approximately April 24, 2016.



0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.ACB.000.N.0000.000000.000000

11.
IPAGE~
I )
El>ENF.S16F ) H lP))) )3 OS. ~ 8' 20>: El>ENF.S16)))31 )

:c;-;A-C''.-;) FSA ACC,
i..J'l..o..-. 1 ~,gt rn, C' )C,)C,), 11;-;
"
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Nc-:n:-c'T:-C sn::: ,,
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.. Ac< 1,;Ju!.:;, ='A, 17 l ~l~~~, u,;

H;FNF:-; I 0F~~ I
~
'
C·l1l~1n•l6

11, I
' " "
amendment, and Is received prior t6 the open mg hour and date spec, Ied.

NO. IN ITEM 1OA.
□
appropmn,on date, etc. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
OTHER 1Spec,y type ormo 1 1wtiononooi,tnonty!

::' ~,"-1.i.:,:3 0:,1,
14 DESCRIPTIONOF AMENDMENT/MODIFICATION { Organized by UCF secrrn11headmg<, mc/udmg so/1c1rar1on/camracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD:CIF'.- 1 r;:cc,c,7 7 :,c,c,c,c, '\
I5A NAME AND TITLE OF SIGNER (Type or pnm) I6A NAME AND TITLE OF CONTRACTING OFFICER /Typearpr,m)
Kc.ng, Sec
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
u S1 qr.Pd F~r.q, s_-,_-, ns, 12, 2n1c

/Sig11awre af perso11authorized ro <1gn)
' (S1g11awreof Conrracri11g Officer}
EDENFS16F0011 P00003
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding tor Title IV student loan servicing in accordance with the terms and conditions of the IDIQ and the
pricing specified in the Pricing Exhibit (Section B) The total contract value has increased by $521,000.00 from $470 377.70 to $991,377.70.
2. Supplies or Services and Prices/Costs

Line Items Added:

Number
0005 TEACH Grant Servicing in accordance with the terms 521000 DO
and conditions of the IDIO and the pricing specified in
the Pricing Exhibit (Section BJ.
Unit Price I $1.00
Extended Price $521,000 00
Description: Provide funding tor TEACH Grant servicing.
Funded Amount I $521 000.00
5. Contract Administration Data


0202M2016.A.2016.61 0000. EN B00000.6N5 .2521A.A.AC B.000. N.0000 .000000 .000000

11.
IPAGE~
I '
El>ENF.S16F ) H lP))) )S 0',, - s, 20>: El>ENF.S16)))SS1
:c;-;A-C''.-;)
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Nc-:n:-c'T:-C sn::: ,,
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I OA MODIFICATION OF CONTRACT/ORDER NO
H;FNF:-; I 0F~~ I
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'
C·l1l~1n•l6

11, I
' " "

NO. IN ITEM 1OA.
□

::' ~,"-1.i.:,:3 0:,1,
14 DESCRIPTIONDF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg solic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD:CIF'.- 1 r;:cc,c,7 7 :,c,c,c,c,:,
Kc.ng, Sec
c.,r.- ,- ~ .-- 1 r.q (,ff, _-p,-
u S1 qr.Pd u F~r.q, s_-,_-, n'l, 15, 2n1G


EDENFS16FDD11PDDDD4
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Title IV student loan servicing in accordance with the terms and conditions of
the IDI0 and the pricing specified in the Pricing Exhibit {Section B). The total contract value has increased by $291,661.51 from
$991,377.70 to $1,283,039.21.
Section B
Line Items Added:

Number
0006 TEACH Grant Servicing in 291661.51 DO
(Section B).
I Unit Price $1.00
I Extended Price
I Description: Provide funding for TEACH Grant servicing, approximately December 31, 2016.

I


0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.ACB.000.N.0000.000000.000000
SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS REQUISITION NUMBER PAGE 1 OF ;
OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30 's,.,,_, Sc:.rcJ~lrc
2. CONTRACT NO. 3. AWARD/EFFECTIVE 4. ORDER NUMBER 5. SOLICITATION NUMBER 6 SOLICITATION ISSUE

DATE
I ,,
DATE
H;-F:-;A-~9-L;-~~ r, 0; r, I; ~r, IS
C:DC:NCSlGcnn2n
a. NAME b. TELEPHONE NUMBER /No collect e OFFER DUE DATE/
►
7. FOR SOLICITATION calls) LOCAL TIME
INFORMATION CALL:
9. ISSUED BY CODE cco cc, 10. THIS ACQUISITION IS ~ UNRESTRICTED OR LJ SET ASIDE: (, %FOR
WOMEN-OWNED SMALL BUSINESS ---
TJ1:i _cd h:p-1 __ mu:_ □ SMALL BUSINESS
□
:c;-;A-C''.-;)
_'e::!er,,l
S'...LC~
,;t.x:!e~,t. Ai::!IY:i:;:;io~,
"' CdL,CC-1'..l'..ll'.
,;-1ncort. :;ro-1rc, s:;,::, □ HUBZONE SMALL

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED
SMALL BUSINESS PROGRAM NAICS:
BUSINESS
::'.Li ~l Sl N::: S-1.Llrc 01 ::' 5 □ EDWOSB
i..J'l..o,.-_
1 ~,gt rn, C' )C,)C,), 11;-; □ SERVICE-DISABLED
'' SIZE STANDARD:
VETERAN-OWNED
SMALL BUSINESS □ 8(A)
DELIVERY FOR FOB DESTINA- 12. DISCOUNT TERMS 13b. RATING
MARKED
tkL Cc,y~ 3J □ 13a. THIS CONTRACT IS A
RATED ORDER UNDER
14. METHOD OF SOLICITATION
DPAS (15 CFR 700)
~SEE SCHEDULE □ RFQ D1FB □ RFP
DELIVER TO rn ADMINISTERED BY f :-,
"See Sci.e'.i,,le
CODE
fJA';AE3 rtmPnt
(, ~ Frl1vr.t i c..n
CODE ',,
FS/\ /\,:qui::silicn::,, S3) Fir::sl SL NC Sui Le 91F3

\•;,sc,J-,i ngtc,n, [";,·, nn;, u:-;
Adm, r. 'i('::,: ,'
17a. CONTRACTOR/ CODE 1,,,,,,,,,' I FACILITY
'" PAYMENT WILL BE MADE BY CODE I', :-.11·,
OFFEROR CODE
::r::,:::::?, :::DU:::AIION ASSISIAN:::::: A::,:::N:::Y, ?:::NNSY~VANIA Buli<Jcl Cr cue• '11,·:cicc Alim ill
12nn Nc-:n:-c 'I:-C S I:1:C:C:I, :l:C:-~C:I?IS C·?C::1/\IIC·NS SE ,~c-c-:i C"'.-;A-C>ll[")
"c'.A~~ T '.-;C,11~'.;, )A, 1 71 c,; 1 -,-,-,, 11;-; u,; Uer:-:1rt:re~,t of ..:::1~c,1tio~, I_ ,;Al":_ ,;; I J'.; I_ ,;AA, s:;,::, _·ir:st
SL reel, tE, S,1i le 5~C'l
i..J'l..o,.-_
1 ~,gt rn, C' )C,)C,)-C,C,C,1' 11;-;
"
TELEPHONE NO.
17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 1Ba UNLESS BLOCK
□ OFFER BELOW IS CHECKED

SEE ADDENDUM
□
,c n
"
ITEM NO. SCHEDULE OF SUPPLIES/SERVICES
2'
QUANTITY "
UNIT UNIT PRICE AMOUNT "
:-;pp :-;chPrllll P
(Use Reverse and or Altach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)
;-;s,s, '.-;c__
-_s,,l l 1 s, $Gl, ':,%, %~. 3S
□ 27a SOLICITATION INCORPORATES BY REFERENCE FAR 52 212-1. 52.212-4. FAR 52 212-3 AND 52.212-5 ARE ATTACHED ADDENDA □ ARE □ ARE NOT ATTACHED
□ 27b CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52 212-4 FAR 52.212-5 IS ATTACHED ADDENDA DARE □ ARENOTATTACHED
□ 28 CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN ___ □ 29. AWARD OF CONTRACT. REF. OFFER
COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND
DATED . YOUR OFFER ON SOLICITATION
DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5). INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE
ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS.
30a SIGNATURE OF OFFEROR/CONTRACTOR 3,a UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)
;-;, g~,se,l c\'l.~,g, ;-;c,c,
30b. NAME AND TITLE OF SIGNER /Type or prim) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (Type or prml) 31c. DATE SIGNED
Lori•J, c,: ..·

J9, Jl, LJlG
-~0:Htc/Cli ','1 C·[[icet
AUTHORIZED FOR LOCAL REPRODUCTION STANDARD FORM 1449 (REV. 2..-2012)

PREVIOUS EDITION IS NOT USABLE
Prescribed by GSA· FAR (48 CFR) 53.212
"
ITEM NO.
,0
QUANTITY "
UNIT "
UNIT PRICE "
AMOUNT
Sec .Schc<Julc

-------------
CORRECT FOR


'"
EDENFS16F0020
Page 3 of 6
Section B

Number
(Section B).
Unit Price $1.00
Extended Price $58,943,000.00
I Description:


s

Number
(Section B).
Unit Price $1.00
Extended Price $2.000,000.00
EDEIWS l 6F0020
Page 4 of 6
Description:


FSC Codes: R71 O Financial Services (includes credit card services and any other financial
s

Number
0003 Public Service Loan Forgiveness in 643969.38 DO
conditions of the 1D10 and the pricing
(Section B}.
Unit Price $1.00
Description:
Provide Public Service Loan Forgiveness Services, through approximately 12/31/16.


FSC Codes: R71 O Financial Services (includes credit card services and any other financial
s
EDEIWS l 6F0020
Page 5 of 6

Total Obligated Amount:$61,586,969.38
The Obligated Amount is broken down by line of accounting as follows·
Contract LOA:0202M2016.A.2016.61 0000. ENB00000.6N5.2521 A.A.AAG.000.N.0000.000000.000000
Amount :$60,943 ,ooo.oo
Clin 0001 :$58,943,000.00
Clin 0002:$2,000,000.00
Contract LOA:0202M2016.A.2016.61 0000. ENB00000.6N5.2521 A.A.AD 1.000.N.0000.000000.000000

'\mount:$643,969.38
Clin 0003:$643,969.38

FSA-BUD
Phone: Fax:
Contact Details:

FSA-BUD
Phone: Fax:
Contact Details:
EDEIWS l 6F0020
Page 6 of 6
Line Item: 0001

Period Of Performance Start Date Period Of Performance End Date Delivery Address
FSA-BO
Washington
Dist Of Columbia US 20202
Line Item: 0002

FSA-BO
Washington
Line Item: 0003

FSA-BO
Washington

11.
IPAGE~
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' (XI 9A. AMENDMENTOF SOLICIATIONNO.
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' " "
lo)Bycomplet,ng item\ 8 and 15, ond returning copies of the amendment, (bl Byacknowledging receipt of this amendment on each copy of the offer subm11ted,
or le) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILUREOF YOURACKNOWLEDGMENT TO BERECEIVEDAT THE PLACE
alreadv submitted, such change mav be made_byteleqram or letter, Pfovided each telegram or letter makes reference to the solic1tat1onand this
amendment, and Is received prior 16the open mg hour and date spec, Ied.
DATA /Ifrequired}

NO. IN ITEM 1OA.
□ THE ABOVENUMBEREDCONTRACT/ORDER 15MODIFIEDTO REFLECT THEADMINISTRATIVECHANGES (,uch as change, in payrng office,
□ apprormn,on date,ere. ) SETFORTHIN ITEM 14, PURSUANTTO THE AUTHORITYOF FAR43, 103{b),
THISSUPPLEMENTAL AGREEMENTISENTEREDINTO PURSUANTTO AUTHORITYOF:

FAF ~~.~1~-',1_·1 (ii C,-,r_-,-~-- TP,-m~ ~r.d C.-ir.d1-1.-ir.~ - C.-,mmp,-:1~7 T-pm~ (HAF ~r,r,01 - TATICF1'D
OTHER 1Spec,y type or mo 1 1wtion onaai,tnonty!
14 DESCRIPTION
OF AMENDMENT/MODIFICATION{ Organized by UCF secrrn11heading<, mc/udmg so/ic,rar,an/canrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER ~D~IF:- I b.- uu/'.).".,"--"--",,.7
SUMMARY OF CHANGES :-;pp ,:c.nt i mi.st i c.n :-;J-,ppt
Except as provided herein, all terms and cond1t1onsof the document referenced ,n Item 9A or I OA,as heretofore changed, remains unchanged and ,n full force and effect.
I SA NAME AND TITLEOF SIGNER (Type or pnnr) I6A NAME AND TITLEOF CONTRACTINGOFFICER /Type or pnnrJ
Gil:-::scn, Kc.r en
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/Signature of person authorized ro <1gn) (Signature of Conrracri11g Officer}

EDENFS16FDD2DPDDDD1
Page 2 of 3
Summary of Changes
The purpose of this modification is to provide funding for Change Request {CR) 3697 and Change Request {CR) 3813. The Total
Amount is increased by $5,788.00 from $61,586,969.38 to $61,592,757.38.
Section B- Supplies or Services and Prices/Costs

Line Items Added:

Number
terms and conditions in the 1010.
I Unit Price $1.00
I Extended Price
Description: CR 3697 - The purpose of this change request is to provide requirements for the special
handling of borrower accounts with loans from Masters of Cosmetology College, Inc. Servicers shall remove
all payments applied to these loans by making a downward adjustment to the account.

Funded Amount $2-838.00

Number
I Unit Price $1.00
I Extended Price
Description: CR 3813 - In support of the implementation of Change Request 3584, servicers shall
participate with the 1ST of fields to Married Filing Jointly on the Loan Consolidation and Income Driven
Repayment XML request files for COD release 15.2.

EDENFS16FDD2DPDDDD1
Page 3 of 3
Section G- Contract Administration Data


0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000

0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000

11.
IPAGE~
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NO. IN ITEM 1OA.
□ THE ABOVE NUMBERED CONTRACT/ORDER 15MODIFIED TO REFLECTTHE ADMINISTRATIVE CHANGES (,uch os change, in payrng office,
□ apprormn,on date, etc. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43, 103{b),
FAF ~~-~1~-',1_·1 (ii C,-,r_-,-~-- TP,-m~ ~r.d C,,r_d1-1.,r_~ - C.-,mmp,-_-1~7 T-pm~ (HAF ~r,r,01 - TATICF1'D
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/Signature of person authorized ro <1gn) (Signature of Conrmcri11g Officer}

EDENFS16FDD2DPDDDD2
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR) 3666. The Total Amount is increased by
$110,410.00 from $61,592,757.38 to $61,703,167.38.
Section B
Line Items Added:

Number
terms and conditions in the IDIQ.
I Unit Price $1.00
I Extended Price
Description: CR 3666 - The purpose of this change request is to require the servicers to match their
servicing portfolios to the DoD database from August 14, 2008 through July 1, 2013 which consists of two
phases. Servicers shall report the volumes to FSA after the match has been completed for the servicing
portfolio. Moreover, servicers shall implement the interest rate adjustment process for all borrower
categories upon FSA's guidance once the match (for each year) completed. This includes all requirements
under Phase I and Phase II of the Change Request.



0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000
PAGE MGES
r.CONfR"'-' I
l "I ,
.. ' •. ,. , 111(Jpp,, f
EDENFS16F0020P00003 09/21/2016
6.b,U
' coos FSA FSl 7,AOM NIHEREOBY !I Otho (~on Htm ~)
·-· I
FSA-FS2
Federal Student Aid/MiS!ilion Support Group, 8)0 First St
NE - Suite 9lF3
Washington, oc, 20202,
"'
.. r...o. irrttt ,011nl)',,
lat~a
Admin SCO: C
'"'
HIGHER EDUCATION ASSISTANCE AGENCY, PENNSYLVANIA
~
1200 NORTH 7TH STREET, RECEIPTS OPERATIONS 5TH FE.OCR
us
HARRISBURG,
"·
171021444,
B,LAlu, f!iccluM,li
,,__ 0, ._Q.,,,.,,,_,/u"'-"''
EDENFS16F0020
CODE 00030774 IFACILl1V

CODI:
-
'>< 1h,10.uA
09/01/2016
, ITEM I J
"· 'v ....
0 Is uttncled. 0 bno1,mended.
Offen mu11acknawll'dge u,celpl cl thl<amendment prior to 1ho hour and dale spod(icd In !he so~clt,Uon or ill a""nded. bye~ or !he followingmtihod<:
(1!8t completing llem1 8 and 15, illld teturnlng ___ c0plc1ofthHmendment: jb) Byacknowlfflglrlgreceipt ofthl1 ame<ldmenton each copy of the !)!fer,ubmlned;
o, jc) By,opoa\o totm o, lele<Jramwhich lndudc1 ~ refem>Cetod,c 1olkit.1tlonand •mendmen! numbers. FAt\.Uf!E Of YOURA(KNOwt.EDGMENT TOBl: RECEIVED
ATTHEPLACE
OE516NATED FDRTHERECEIPT Of OFFERS PRlORTOTllE llotJR ANODATESPEClflEO MAYRESULT INREJECTION OF YOUROfFER. If by virtue of 1hh 1mendmc.n1you, de$1reto changean cH"
alreadv submlnffl. such ch.ange~v be !TIMleby 1el~,.,,,.~ lener, fl10Vidodeach telegram or tener m.1ke1•cl!fence to the sollcltationand lhb
amondmcnl aniff, rece1v·.ajmor11)th~ op~nln9 Mui Jrnl data 1poc1r.11<1.
12.AtcoutdiNG/.NbfflRoP1RAlioNDAfA
see Schedule
13. THISITfM ONLYAPPLIESTO MODIFICATIONOF CONTRACTS/ORDERS.
IT MODIFIESTHE CONTRACT/ORDER
NO. AS DESCRIBEDIN ITEM14.
CHEO<ONE t5.ott•l)'oumo,,zyJ ,, .. ~,A
"'NO.:NITEM10A
□ TNEABOVE NUMBERED •SMO0fFIEOTOREFLECT
CONTIIACT,'OROER THEADMNISTAATWE CHANGES
□· Oppropriorion dole, r!C I SETFORTHINITEM14, PURSUANT

..... •u~,L
TOTHEAUTiiORfTY
OF FAR43,1031b).
'"
, 1>/)ee"TIJ'fJ<'"'m , ror,ononuaUfnomy/
Mutual Agreement Between the P~rties
E, IMPORTANT: Contractor D Is not, [8] is required to 5ign this document and return ---'''---- copies to the issuing office.
H OEScR1PTloN
Of AMEN0M!NfiM06'FicAT10N( oig,wttd&yuO 1~1,0,, &"'1,ng<.
,,,a;;a,ng
,oi,c-11or,on1conmra
1u6Jt"C1 whe,./.,,.,b/e./
ma11t1
MOOIFICATION CONTROL NUMBER: EDENFS16 F0020P0000J
SUMMARY OF CHANGES. See c:ont inuation etleet.
Excepta1 provided hertin, JI: wm1 and ccndlllons of 1hedocumenude,enced In tem 9Ao< 1OA,a, h~1etolo1ect,~ngcd. remains unchanged and In fullfo,ceand cffoa.
,,, ,,y~orpr,m
t:o:ri1e.\C.10eii_l(_ Gibson, Karen
l6A,mun<A
·-· Jrypeorprml/
5r. V,ro Pr< Ld-<'V\+ k'.dlDar,&rviun.a Contracting otfi.l' .. r
"fb)(6) ,.. ' b)(6) '

I <Jzy/11, ., 'J"t5iilnorure0/Con«,cimg {;/'J"()/!ft
1rgn/ "''/
NSN7540-01·1SH!O'O STANDARDFORM30 !REV
10.Jl3!
P,evtou1edition unm,ble Pmcrlbed by GSA
fAA14&CFR)Sl.243
EOENFS16F0020P00003
Page 2 of 2
Summary of Changes
The purpose of this modification Is to de-obligate funds from con1raclED-FSA-09-D-0014 Task Order EDENFS16F0020.The total
funded amount of the task order is deeteased by $1,701,767.50from $61,703,167.38 to $60,001,399.88.
All other lerms and conditions remain unchanged.

(em Number0001 $1,701,767.50
202M2016.A.2016.610000.ENBOOOOO
.6N5.2521A.A.AAG.000.N.0000.000000.000000
Section B
Line Item Details:
Amount funded is decreased by $1,701,767.50 from $58,943.000.00 lo $57,241,232.50.
11.
CONTRACTID CODE
El>ENF.S16F) )2 )p))) )S 0',, 22. 20>: El>ENF.S16)))S5S

~----
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(SEEITEM/1)
NO
IXI,~o~F~:;:~
°F(:::~TEM 13)
C·01C·l1lC·l6
IFACILITYCODE
11, I
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NO. IN ITEM 1OA.
□ THE ABOVE NUMBERED CONTRACT/ORDER 15MODIFIED TO REFLECTTHE ADMINISTRATIVE CHANGES (,uch os change, in payrng office,
FAF ~~.~1~-',1_·1 (ii C,-,r_-,-~-- TP,-m~ ~r.d C,,r_d1-1.,r_~ - C.-,mmp,-,-1~7 T-pm~ (HAF ~r,r,01 - TATICF1'D
OTHER 1Spec, y type or mo 1 1wtion anaoi,tnonty!
14 DESCRIPTION DF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heodmg<, mc/udmg so/ic,rar,on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD:CIF'.-1 b.- uu/'.).".,"--"--"--",
15A NAME AND TITLE OF SIGNER (Type or pnnr) 16A NAME AND TITLE OF CONTRACTING OFFICER /Typeorpnnr)
Gil:-::scn, Kc.r en
C,,r_-,-~.--,r.q (,ff, _-p,-
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EDENFS16FDD2DPDDDD4
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR} 3640. The total contract value is increased by
$54,340.00 from $60,001.399.88 to $60.055,739.88.
Section B
Line Items Added:

Number
terms and conditions in the 1010.
I Unit Price $1.00
I Extended Price
Description: CR 3640- The purpose of this change request is to provide guidance that servicers must
adhere to when updating their systems with Transport Layer Security (TLS) Version 1.3 by January 1, 2017.



0202M2016.A.2016.61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000

11.
IPAGE~
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NO. IN ITEM 1OA.
□
OTHER 1Spec,y type or mo 1 1wtion anaai,tnonty!

-:SA ~5 1 ::; .cl:,')'-' ?.rc:prc~l '.-'.•_•J.i.L.i.Ccll.i.•_:D
14 DESCRIPTIONDF AMENDMENT/MODIFICATION { Organized by UCF secrrn11heading<, mc/udmg sol1c1rar1on/conrracr mb1ecr marrer where feasible)
MODIFICATION CONTROL NUMBER :CD:CIF'.- 1 b.- '--''--'/'..'." .." .." ..",.,"•
SUMMARYOFCHANGES ThP purpc. 0 ,p c.~ thic, mu1i~i,r.tic.n ;,, tc. incc.rpc.rr.tP tl·,p ~c.llc.wing ,:J-,r.ngP RPqupc,tc, I,:RJ
inlc C.cnLLc.cL Nwnbc-L EC FSA J~ C JJ1'1, Tc.~k 0ukL ECENFSlGFJJ~J (~cc c.Llc.chmcnll
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EDENFS16F0020P00005
Page 2 of 2
Summary of Changes
EDENFS16F0020. There is no cost associated with the Change Requests below. Therefore, no funds are
3891 9/15/2016 0.00 The purpose of this change request is to conduct outreach to borrowers (and any
endorsers) with an obligation to repay a Direct Loan received while enrolled at ITT
Educational Services, Inc. (ITT). Servicers shall identify and send closed school
applications with the FSA drafted cover letter to all eligible borrowers that were
attending ITT when the school closed on September 6, 2016, or withdrew from the
school on or after May 6, 201 6.

11.
IPAGE~
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NO. IN ITEM 1OA.
□ THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECTTHE ADMINISTRATIVE CHANGES (,uch os change, in payrng office,
FAF ~~-~1~-',1_·1 (ii C,-,r_-,-~-- TP,-m~ ~r.d C,,r_d1-1.,r_~ - C.-,mmp,-_-1~7 T-pm~ (HAF ~r,r,0I - TATICF1'D
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EDENFS16FDD2DPD0006
Page 2 of 2
Summary of Changes
The purpose of this modification is to provide funding for Change Request (CR} 3801. The total contract value is increased by
$38,920.00 from $60,055,739.88 to $60,094,659.88.
Section B
Line Items Added:

Number
terms and conditions in the IDIQ.
I Unit Price $1.00
I Extended Price
Description: CR 3801 - In conjunction with the Massachusetts State Settlement with Salters Schools, this
change request provides guidance on providing instructions when payments are received, applying these
payments and guidance on credit bureau reporting.



0202M2017 .A.2017 .61 0000.ENB00000.6N5.2521 A.A.AAJ .000.N.0000.000000.000000
1 Contract ID Code I Page of Pages

i 1 I 2 'I
I
2. AMENDMENT MODIFICATION NO 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15.PROJECT NO. {1f applicable)
0007 DEC 29, 2016 EDOFSA-17-000182

6 ISSUED BY CODE FSA-FS2 7 ADMINISTERED BY {If other than item 6) CODE
Umted States Depanrnent of Education
Federal Student A1dlM1ss1onSupport Group See Block 6
830 First St NE - Suite g1f3
I Washington DC 20202
I
I
' 8 NAME AND ADDRESS OF CONTRACTOR (NO .. Street. CoLJntiy, Stale and ZIP Code) 9A AMENDMENT OF SOLICITATION NO.
(x)
~


D-00t 4,EDENFS16F0020
ED-FSA-09-
X
108, DATED (SEE ITEM 13)
CODE 0003077 4 I FACILITY CODE SEP01,2016
11. THIS ITEM ONLY APPLIES TO AMENDMENTS DF SOLICITATIONS
D The above numbered sol1c1tation is amended as set forth in item 14. nie hour and date specified for receipt of offers is extended. Dis O
not extended.
Offers must acknowledge receipt of lhis amendment prior to the hour and date specified in the solicita1ion or as amended, by one of the following methods:
or (c} By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
tele ram or letter makes reference to the sol1ci\at1on and this amendment. and 1sreceived rior to the o enin hour and date s ec1fied
See Schedule Modification Obligated Amount $142,000.00,
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority} THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
i B THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying
office. appropria1ion date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

'

X Funding Only
E IMPORTANT: Contractor IX is not, I is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION {Organized by UCF section headings. including solIcitalion/contract subject matter where feasible}
The purpose of this modification is to provide additional funding for the Public Loan Service Forgiveness services through approximately January
31. 2017 The total contract value has increased by $142,000.00 from S60,094,659 88 to S60,236,659.88
Except as prov,dcd herc,n, 311tenns and cornJ,llOns of Ilie documenl ,e!erer1ced rn ,<em gr, or 10A as here:ofore ch;ir1ged remain,, uncl1anged and ,n full force drld e!foci
15A. NAME AND TITLE OF SIGNER (Type or print) 16A NAME ANO TITLE OF CONTRACTING OFFICER (Type or print)
, Karen Gibson
II
: 202-377-4381 karen.g1bson@ed gov
I
15B CONTRAC'rORIOFFEROR 16C DATE SIGNFD
---~----
'5C DATESIGNED
r~!1 :INIIED :TAIT$OF
AMER
DEC 29. 2016
(Signature of person authorized to sign) (S1 nature /J Contract1n Oflicer)

1':S>! 75.t0-01-1.'2-8070 ST.\~O.\RI) FORM JO. (Rn. 10-SJ)
l'rce,·1misEcl111011t1m1.,abk
1- -- SCHEDULE Continued
1 ,,.,;,-_ -- - - -----
SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE S AMOUNT $
---------l ----

karon.gibson@cd.gov
Primary Contracting Officer Representative: Lynn Smith.

202-377-3577, lynn.sm1lh@ed.gov


None
(New Line Item)

0009 Provide funding for the Public Service Loan Forgiveness 1.00 SE 142,000.00 142,000.00
services through approximately January 31. 2017.

0202M2017 .A.2017 .ENB00000.6N5.2521A.AD1 .000.
0000.000000
$142,000.00
__
L I
OBTAINED BY STUDENT BORROWER PROTECTIONPAGE
CENTER
2 OF AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
2 ED-FSA-09·D-0014/EDENFS16F0020/0007

11.Contract ID Code I Paae of Paoes
I 1 I 2
2. AMENDMENT MODIFICATION NO. 13.EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 15. PROJECT NO. (if applicable)
0008 JAN 05, 2017 EDOFSA-17-000148

Umted States Department of Education
Federal Student AId/M,ssion Support Group See Block 6
Washington DC 20202
Michelle Reaves 202-377--4395michell1:>.reaves@ed.gov
8. NAME ANO ADDRESS OF CONTRACTOR (NO., Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
HIGHER EDUCAT!ON ASSISTANCE AGENCY, PENNSYLVANIA DUNS: 007368103
(X)
-
Cage Code: 41UK7
FlNANCtAL MANAGEMENT 5TH FLOOR

ED-FSA-09-0-0014/EDENFS16F0020
X
or (c) By separate letter or telegram which includes a reference to the soHcitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE
tel ea ram or letter makes reference to the solicitation and this amendment. and is received orior to the o~~nina hour and date soecified.
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTSIOROERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

$60,236,65g_ss to $60,377,079.88
Except as provided herein. all tem,s and condIlions of the document referenced in item 9A or 10A, as heretofore dlanged. rem~in• unchang~ and in full force and effect.
Karen Gibson
15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 168. UNITED STATES QF AMERICA 16C. DATE SIGNED
b)(6)
JAN 05. 2017

rsidnature if Contrac\ina Officer\
NSN 7540-01-152-8070 STANDARD FORM 30. (Rev. I0-83)
SCHEDULE Continued

karen.gibson@ed.gov



None
(New Line Item)

0010 CR 2669 - Servicers shall identify the population of 1.00 SE 140,420.00 140,420.00
consolidation loans active on their servicing system that
have misaligned interest rates between the subsidized
and unsubsidized disbursements.

0202M2017.A.2017 .ENB00000.6N5.2521 A.AAJ .000.
0000.000000
$140,420.00

PAGE 2 OF AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
2 ED-FSA-09-D-0014/EDENFS16F0020/0008
1 I 2
0009 JAN 06, 2017 EDOFSA-17-000171

Washington DC 20202
Robert E. Jones 202-377-3759 robert.e.jones@ed.gov
8 NAME AND ADDRESS OF CONTRACTOR (NO , Street, Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
HIGHER EDUCATION ASSISTANCE AGENCY,
(x)
DUNS: 007368103
PENNSYLVANIA Cage Code: 41UK7
1200 NORTH ?TH STREET
ED-FSA-09-D-0014/EDENFS1
6F0020
X

X Funding Only
The purpose of this modification is to provide additional funding for Title IV Aid Servicing, through approximately January 16, 2017. The total
Exceptas providedherein.all termsand conditionsof the documentreferencedin ,tern9A or 10A. as heretoforechanged.remainsunchangedand in full force and effect
Karen Gibson
202-377-4381 karen gibson@ed gov
JAN 06, 2017


karen.gibson@ed.gov



None
(New Line Item)

0011 To provide funding for Title IV Aid Servicing through 1.00 SE 22,729,000.00 22,729,000.00
approximately January 16, 2017.

0202M2017.A.2017. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$22,729.000.00
1 Contract ID Code l'age of l'ages
2
2 AMLNllMLN l MODlf ICA l lC!N N0 3 LIILClll/LllAIL 4 ISl. ()l_l ISi I ION-'1-'UkC!IASL RLO N(l S. l'l,OJLC I NO {If appl,cablf',
11010 JAN 18 20il EDOFSA 17 00021 •

-----------
F, ISSUF[) RY
lr·.rkc1 States Uepar'n'O 'ta' ~J",~''"'"
FSA-FS2 /\DMINISTr r-i! 11 fiV ill nthe, thiln •krn G1 cohF
C~j~rdl St~cort Ar~ M,5~,ur· c;,m;:;Cl·• :-,,o,rp See 8Iock fi
S30 ·ir~: St IJ~ - Suk 9if-',
V>".<,rrn1qmn ;c, ?OJO;
8 NAML ANU AllllRLSS 01 CON I kAC I Ok \NO Slreet Cuu11try Slale anct LIi' 1~ode1
I IIGi U-f-1I IJUCA I ION ASSIS rAN,~I i'.\C;/ NCY 1'1 NNSYI ·JANIA DUNS 007368103
I !-!A Ar,.,·1LNLJMLNI Oi .SOLICI I Al lUN NO
1200NOR1117TIIS;f-<ll I
Cage Code 41UK7 '
tlN/,NCIAL MANAGEMFNT 'iTH tLOUr<
Ht,RRISBLJR(_; PA 1;'1021444 JR D/,TF[) iSFF ITFM 11 '.
10A MllDWl(./ITION OF CONTR/,CT·ORrJFG:. 'J()

1·.•-·
X
1(1fl llf,TFD ,:C,FF ITFM 1'.11
r;:i I11 0003()774 I SFP 01 2016
D l 11,,dL·Dv,i 1111n1t,,,r,-d~,,11utdt1,,r, •~ H11•er1d(,da\~"! rurtl1 ,,, I1(,r,I 14 ~II(; t101J1 licit, "l)f,'c1til:d Tor 1(;::eIpt
:111<1 ot ,Jtlch D 1•;(;xkw.lelJ D,s 11;;1c,xtc:·1..l,·li
Ofr,.cs mu~t c1c-.11owledcJP r;,ceIot "f 11110cHnendmenl prIcJ1to the t1uw d!ld date spec1f1Prl 1111t1esol1citdl1011or as :im,··ndi'rl nv :rnP ,_,ftt1e iollow111qme•hodc;
,dilly u,mplet,nq Iten1s 8 and 1'., ;i,id returnmq cop,es ()f rt1m•ndmer'I 1tJ1 L,y c1ckro,,wI,0 r1qmq rc>ce1plrJf 1r1s amendme1•t on ;,act·, cory ut tt1e rJlfe, subrr,it,-:1
or ll'J lly sepa'ate let:er or teleqram whIcr includes a 'elererice to the sol1c1lrtl1on a,icl amendment rumbers I AILURL ,J! YOUR ACKN0\//11 ll(,MLN; :(1 lll
1-iF-(:F-IVF[·,~T Tiff F'I/IU l)ESl(,Nf<TFG F(lf< TIIF Rt1'F-1F·T (lR ()FFFRS F'RIUR I() lllF l!-'.JUR NJl"l nr,ri :;f'I 1:l•lf"D 1,1/IY RF'.)UI TIN RF.lr'.Tl(j"J 1)1"
Y(Jl:R (_,n E"f-1If by Vli11H·u/1111, d[TH'fhl11wr1tyour {1f•Slr(· tc ct·,rny" ~" utlc!I rllrl'Cld\· Sllhllll11,•d ~,ir.!1, l>Hriy,, rnay lw 1Tlcl(1(·t·y 1'·I,·y«w, ()[ I<'1\l•r prov1dp{l ('deli
_t:Jlrig''lll "' lr'tkr rriok(i~ rdf:ience to ttw ,nl1ut.Jt!"'! c1nd tt11s :m,PndnH,111 cu1d I~ r,;ui1v,,tJ p1I(,' to 111,·up, riir·s l·o11r d'i:I cl.ik spcc,f,,,o _____
12 !,CC 1llJN I IN(; ANll Al"l'k'Jl'RIA' ION IJA I A ,I( requIredI ModIfIcatIon An1our1\ $8 ~;~1U
See SchGdule Mod1f1cat,on Obl1gatecJ Arnrn,nt $8 580 ~-'
13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS fT MODIFIES THE CONTRACT/ORDER NO AS DESCRIBED IN ITEM 14
,\ Tlll'.-;!;l,AN(Of ClRflFR IS ISSUFD f'Ul<SlJ/\NT ~o 1Sp,,c1ty ,1ut11rn1tyi lilF- ;;,Ir1N(,FS :OFT F{lf<r>I lf\JITFM 14 /,RF M,\,JF IN Tl·F
i;(JNTRN,;TOr?l"JF'l N(l IN ITFl,I 10,-.
P Tl IF ,\f3UVF NLJMRFf?f-ll C(lNTRACT,uRDFP IS M(llllFIFD H) RFFI F<, T TI IF ,\OMINISTR,~ Tl"/F UI/\N°';Fs ,«u1·n c1•; char1(Je'.;In nayInq
uttl<.f' il!lllf'lfHl,1(:on rlat(, dt.l :~1 I i C·R I ,1 IN I . LM 14 P~H:-;lJAN I I() I! 1L .l...UI f-,()f<I ! v JC I AR 4 ·, 1C·'.s1t1,
X
E IMPORTANl Contractor Is not X I
Is required to s,qn th,s document and return ____ ::::o;:i,esto the ,ss111nq office
14 r)f- '.oCRI PT Ii )N I jF ,~t-,if·NI 1Mf .'JT:M()OIFIC/1 Tl()N : (ir9;,r111e,! by U'.:F S(lct,001hl'.-Hi1P1yc;1ruJu()ln~ sol1ut;it1or1,,.;nr,t1.1,.t ~,,t,_,h·\ 'llilt'.er wtH'C() fh!S•[lle 1
The purpose ot ti"'1s nwd1f1cat1on Is to provide fur1dnq for the Harrower [Jefe,ise Outreach P I:-:i: Tlw t1it...,I1;0I1trc.1ct
value hcts ,ricreastcrl Dy S~, :-,SC ~,'
from S83 11Jlj U(l; clO '.O $8311S 0~0 3S
All uthe• !Hill~ arid r,Gr1dItrcv1srelllctl'l u'lchan,Jed
, ,,,,,, ,, ," ,Ir·, , 111· ,nd ,,,,,, 1,,, •t ·t " I ,, ,,r11, ,,,,,.,.,,: .,.,11,s.·, ,,,, t ,,, i, ,: ,,,.: "I ,II h , ,.,,,, II.• ·
'!,A 1',Al-,,1L/\Nl) 'I rLL 01 :)IGNLR ,, : vpe 0' print, 1GA N-"ML,C./\j[l ll'-LOI C:ONiHACIIN1-,(\lfl(Ll--/r,lvpeurp111ll 1
K,ilf'rl (.;1t1~DII
nL-3~~-412. kare·1 91L,so1,;,;ted qov
15ll CONll~ACIOI--/.UI ! i...ROI-I rnc (J,C,IL Sl(;Nu.:
.JAN 18 201-i
1S natwe' Cunlract,n[) Off1u,r1

-..1 \ '\ll \Hll I Cllnl JU. (lfr,. 10-SJ 1

karen.gibson@ed.gov



None
(New Line Item)

0012 To provide funding for the Borrower Defense Outreach 1.00 SE 9,590.51 9,590.51
Pilot.

0202M2017.A.2017. ENE00000.6N2.2521 A.ADH.000.
0000.000000
$9.590.51
AMENDMENT OF SOLICITATION/fJODIFICATION OF CONTRACT
iJ,11 J1\r•:;s :i1117

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CO[JF 00030774 I r,\cIu1Y com.: SEP 01 2016

or:ccc. m,1~t ~-:k"c, ·.·,;'.!;;c:r, ~f•:;-1G' t!·,,, .i:,·c.,·l p,:-- l1J th; :;,,•,:r ,rnd c!.,te ~1,ucifH,>(I,ro t',r: ool1c:tc:l1;;:c;;r c:J ;:;c:,,c,·~,,:: ~;·. coc·,:.,~• 1~·0 '.~:!c.;.: CJ :n.lhoc!s
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YOUR OFF[R 1: ~, ·.-irll:eo' tC',~;:i~·e,·C:r:·ert '.cur c',csiro to ckm~e ;i:, cf•er ;ilre.1r!y subrrnl\cd su:17 ~h,l"•::c, 1v<1·/t:e, n·w!,, t,·: t~k.,:r;i,:· c.,r1,,:1...r:,rm·,,;,,.I r,;i,J,
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THE CH,'.,JiGE3 SET FC):C:1rl ;:-; i ,Ei.'. ;,: hi'::" t.iA'JF ;;,; "'.'riE
co~;~R,\CT O:C:D:CRC.0 le. iEi.' 1:,.:,
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o",:,:, :,;:,;:,rnr:i,11,,r r:.o:•:· •~t,:,SFT FORTH IN ITFr-.11..\ Pur,suANT TO Tri[ AUT~IORtTY o, r:;,R ..::, IC)-(,
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X F;\R 52 2I2--l!ci: l I Ccn:rac: Tc,r,ns 2"7d Cond1t1ons - Collllllercial l;e117s(r.lAR 20091 - T1\ILORED
_._!·- , •. l· 1· ,·,
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. - ... ·j
,-',•· · ,,, 11
b)(6)
~. ', '-._ - c; I 11 1, I - I.; '-~: "I \'\ll\l{lll(ll{\l.111.ilfr, 111-S.11

[';,'.' !,· I' • C \!." :\ I I 'i
Attacl1mcnt Page OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
L ( l'i \(.,(1-'i ,U'I
32Sl S:l.lGL!CO ! _,}'j/)11; 7 ( Ii fill,• 'we 11r,• (0111wc l1<m ,l<.W,·, F,•t!d,J! ','/ .•:1·
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(I ITTP)).
1- SCHEDULE Continued
---------
ITf:: .',0 au:,•,111·,
Lylln S1111:11
'":,:-:::Cc"".::ac:: 'J CJ'1:::0r l~-2: :0s0: ;,1'.,v0•:s·:

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Pat· -·:•c1/.',,~ ... :;J::,,~ ,2G2, 3;:; <is,:~,
Pc,t: ,:,.:,1,'/cis:11n:;:c~1;.ec go•,
Al:err·.ate Teciirnca· Po,,1: of Co:1'.a:::\1.s)

Ncne
, Ne·:: Lrr'.e Item,

O·J13 00 SE
0202r...i2017 A 201( ENl•JOO·J,J,sr~A 2572A Z8D 000
OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN'c,,''

Paoe of Paaes
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11.coo1ra,t1oc,,,
I 1 I 3
2. AMENDMENT MODIFICATION NO. 13. EFFECTIVE DATE 4. REQUISITION/PURCHASEREQ. NO. 15.PROJECT NO. (ii applicable)
0012 FEB 08, 2017
6. ISSUEDBY CODE FSA-FS2 7. ADMIN\STERED BY {If other than item 6) CODE
United Slates Department of Education
Washington DC 20202
Michelle Reaves 202-377-4395 michelle.reaves@ed.gov
(x)
~
1OA. MOD\FICATION OF CONTRACT/ORDER NO.

ED-FSA-09-0-00
14/'EDEN
FS16F0020
X
Offers must acknowledge receipt of this amendment prior to the hour and date specified in the so ti citation or as amended, by one of the following methods:
tele"ram or letter makes reference to the solicitation and this amendment, and is received "rior to the O"enino hour and date soecified.
12. ACCOUNTING ANO APPROPRIATION DATA (If required) Modification Amount: :i;0.00

The purpose of this modification is to incorporate the following Change Requests {CR) into Contract Number ED-FSA-09-D-0014, Task Order
EOENFS16F0020. See Attachment.
Exoepl as provided herein. all leims and conditions of the document referenced in item 9A or 10A, as heretofore changed, remains unchanged and in lull forw and effect
15A. NAME AND TITLE OF SIGNER (Type or print} 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
Karen Gibson
b)(6)
FEB 08, 2017

Si lure or ntractinn Officer'
-
NSN 7)40-01-152-8070 ST Al\DARD FOR\130. (Rev. to-83)
Attachment Page
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014
Task Order EDENFS16F0020.There is no cost associated with the Change Requests below.
CRID COST DATE DESCRIPTION
3853 0.00 10/6/2016 The purpose of the change request is for servicers to
update the necessary data fields in its record layout
for the weekly/daily Postsecondary Education
Participants System (PEPS)File.
3866 0.00 12/8/2016 The purpose of this Change Request Is for servIcers
to identify current eligible loans that have $0
principal balance and a legitimate interest-only
balance, for loans that should be rehabilitated or
transferred to Total and Permanent Disability (TPD).
The servicer shall apply a one cent upward
adjustment to the loan and transfer the loan via the
standard transfer process.
3912 0.00 11/14/2016 The purpose of this change request Is to improve the
accuracy of the daily vendor updates. Service rs shall
upload in FMS the full extract file without vendor
contact data, and will review the daily extract file to
ensure the updates can be made in their system.
3928 0.00 10/21/2016 A Gainful Employment Challenge has been launched

by the Department of Education allowing institutions
to challenge the accuracy of the loan debt
information that the Department used to calculate
the median loan debt. Servicers shall follow the
guidance of this change request to fulfill 1nstitut1ons'
data requests as accurately and promptly as possible.
PAGE 2 OF 3 ED-FSA-09-D-0014/EDENFS16F0020/0012

karen.gibson@ed.gov



None
PAGE 3 OF 3 ED-FSA-09-D-0014iEDENFS16F0020/0012
0 000 I Pane of Panes

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I '· '"""" ''
I I
1 2
0013 MAR 07, 2017 EDOFSA-17-000306

Washington DC 20202
(x)
HIGHER EDUCATION ASSISTANCE AGENCY, DUNS: 007368103 ~
PENNSYLVANIA Cage Code: 41 UK7

14/ED
ED-FSA-09-0-00 ENFS16F0020
X
1DB. DATED (SEE ITEM 13)

(a} By completing items 8 and 15, and returning __ copies of amendment; {b) By acknowledging receipt of this amendment on each copy of the offer submitted;
tel en ram or letter makes reference to the solicitation and this amendment. and is received r rior to the o-- ninn hour and date snecified.
CONTRACT ORDER NO. !N ITEM 10A.

,

X Funding Only
E. IMPORTANT: Contractor IX is not, I

Provide additional funding for Title IV Aid and Public Service Loan Forgiveness Servicing, through approximately March 31, 2017. The total
contract value is increased by $24,572,400.00 from $83,162,830.39 to$ $107,735,230.39.
Except as provided herein. all terms and condilions of the document referenced in i1em 9Aor 10A, as heretofore changed, remains unchanged and in full force and effect.
Karen Mahon
1SB. CONTRACTOR/OFFEROR 15C. DATE SIGNED 166. UNITED STATES OF AMERICA 16C. DATE SIGNED
b)(6)
MAR 07, 2017
(Signature of person authorized to sign) 1~1 mnure or L.On rac ino u, Icer
NSN 7540-01-152-8070 ST Ai"iDARD FORM 30. (Re,·. I0-83)
Previous Edition unusable Prescribed by GSA FAR (48 CFR} 53.243
SCHEDULE Continued

Karen.Mahon@ed.gov




None
(New Line Item)

0014 Provide additional funding Title IV Aid Servicing, through 1.00 SE 24,292,400.00 24,292,400.00

0202M2017.A.2017 .ENB00000.6N5.2521 A.AAG.000.
0000.000000
$24,292,400.00
(New Line Item)
0015 Provide additional funding for Public Service Loan 1.00 SE 280,000.00 280,000.00
Forgiveness Servicing through approximately March 31,
2017.

0202M2017 .A.2017 .ENB00000.6N5.2521A.AD1 .000.
0000.000000
$280,000.00
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I'·Cootmci ID Cod• I Paqe of Paces

I 1 I 2
2. AMENDMENTMODIFICATION
NO. 3. EFFECTIVEDATE 4. REQUISITION/PURCHASEREC. NO. 5. PROJECT NO. (if applicable)
0014 MAR 28, 2017
6. ISSUEOBY
United States Deparlmenlof Education
cooe FSA-FS2 7. ADMINISTEREDBY (If other than item 6) CODE
Federal StudenlAlclJMlsslon
SupportGrcup See Block6
Washlng!on DC 20202
8. NAME AND ADDRESS OF CONTRACTOR(NO., Street, Country, State and ZIP Code) 9A. AMENDMENTOF SOLICITATIONNO.
HIGHER EDUCATIONASSISTANCE AGENCY, (x)
DUNS: 007368103
PENNSYLVANIA
Cage Code: 41 UK7
FINANCIAL MANAGEMENT5TH FLOOR 9B. DATED(SEE ITEM 11)
10A. MODIFICATIONOF CONTRACT/ORDERNO
EO.FSMl9,D-0014/EDENFSl6F0020
X
108. DATED (SEE ITEM 13}
CODE 00030774 FACILITY CODE SEP 01, 2016
D The above numbered solicitation is amended as set forth in item 14. The hour and dale specified for receipt of offers is extended, D not extended 01s
Offers musl acknowledge receipt of lhis amendment prior to the hour and dale specified in lhe solicitation or as amended, by one of the following methods:
(a) By completing Items 8 and 15, and retuming _ copies of amendmenl: (b) By acknowledgingreceipt of this amendmenl on each aipy of the offer submitted,
or (c) By separate feller or lelegram which includes a reference to the so1icilatlonand amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENTTO BE
RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR ANO DATE SPECIFIED MAY RESULT IN REJECTIONOF
YOUR OFFER. If by virtue of this amendment your desire ta change an offer already submitted,such change may be made by telegram or letter, provided each
telegram or letter makes reference to the solicitation and this amendment.and is received prior to the opening hour and dale specified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount: $-1,000,000.00
See Schedule Modification Obligated Amount: $-1,000,000.00
13. THIS ITEM ONLY APPLIES TO MODIFICATIONOF CONTRACTS/ORDERS.IT MODIFIESTHE CONTRACT/ORDERNO. AS DESCRIBED IN ITEM 14.
8. THE ABOVE NUMBERED CONTRACT/ORDERIS MODIFIED TO REFLECTTHE ADMINISTRATIVECHANGES(such as changes in paying

office, appropriation date. etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43103(b)
C. THIS SUPPLEMENTALAGREEMENT IS ENTERED INTO PURSUANTTO AUTHORITY OF
D. OTHER (Specify type of modifieallon and authority)

E. IMPORTANT: Contractor I
is not, Ix is required to sign this document and return cop+es to the issuing office
14. DESCRIPTION OF AMENDMENT/MODIFICATION(Organizedby UCF sedlon headings, inducHngsolicltalionlcontrad subject matter where feasible)
Ille purpose of this modification is to de-obligate funds from the Delinquency Redudion Compensation Program for the quarters ending
September 2016, December 2016 and June 2017.
O..sa result, the total contract value is decreased from $107,735,230.39 to $106,735,230.39, for a total decrease of$1.000,000.00
~:;;:;f,~,:,;;,;;~'rr.i~~~~====-=n~~~;;;;-.~~iiiii.~~"""'=-=,;;.,-~--
e~cept 1111
pro\llcledlteniln, 1111
lenns and cood~lcn1DI!he dacurncnl rererencedIn Mem9A or 1CA,•s heretororeehan'19d,r.mal115uncltangedand In fu~lon;e Wld effect
1sA. NAME AND TlnE OF SIGNER (Type print) ] 16A. NAME AND TITLE OF CONTRACTINGOFFICER (Type or print)
or
Cv. C 'VJ
i__..uf\ll ·
\ ta
f'J:V · "'"'" Mahoa
202-377-4381 Karen Mahon@ed gov
CT. 1 \f('i,t f\ f- :\t'~Vl C€f'W.i\1,
!58 CONTRACTORIOFFERO~ -j 15C. __ .T__ IGNED 168. UN~TEDSTATES OF AMERICA 16C DATE SIGNED
l(b)(6) 3/41/17 b)(6)

MAR 28, 2017
(Signature of person aulhorized lo sign)

(Si toreof Coritract1 Officerl
!SN 7540-01-152-8070 STANDARD FORM 30. (Rev. I0-83)
rcvious Edition unusable Prescribl.-d
by GSA FAR (48 CFR) 53.243
ITEMNO. SUPPLIESfSERVICES QUANTITY
""" UNIT !>RICES T AMOUNTS

Karen.Mahon@ed.gov

202-377-3577, lynn.smlth@ed.gov

Patrice Washinglon, (202) 377-3845,
Patrice.Washlngton@ed.gov

Allemale Technical Point of Contact(s):

None
(Changed line llem)

0002 Provides funding for the Delinquency Reduclion 1 00 SE 1,000,000.00 1,000,000.00
Compensalion Program, In a not-to-exceed amount of
$500,000 per Quarter and $2,000,000 Annually.

0202M2016.A.2016.ENB00000.6N5.2521A.AAG.000.
0000.000000
$1,000,000.00
-'.
PAGE 2 OF 2 ED-FSA-09-0-0014/EDENFS16F002010014
1 I 2
0015 APR 13, 2017 EDOFSA-17-000405

Washington DC 20202
(x)

6F0020
X
See Schedule

X Funding Only
Provide additional funding for Title IV Aid and Public Service Loan Forgiveness Servicing, through approximately April 30, 2017. The total contract
Karen Mahon
D,g,ra i ,,·,dt«
Ka,eo Ma-oo
Karen ~N c-LIS c-lJ S Gc<'"""'"'"
Oo-U S D,p,rtMe"1 ol Edooato·
APR 13, 2017
"'•'"""'UU
'"""•'''"1'200JUG
Mahon ,,,,-.-,
U 9 b4'
'·"'"
Cale ,0 C◊41'1'2640 ◊400


Karen.Mahon@ed.gov




None
(New Line Item)

0016 Provide additional funding Title IV Aid Servicing, through 1.00 SE 19,164,000.00 19,164,000.00
approximately April 30, 2017.

0202M2017 .A.2017. ENE00000.6N5.2521 A.AAG.000.
0000.000000
$19,164,000.00
(New Line Item)
Forgiveness Servicing through approximately April 30,
2017.

0202M2017 .A.2017. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$141,000.00
1 I 3
0016 APR 26, 2017 EDOFSA-17-000422

Washington DC 20202
Eddie Lowe (202) 377-3714 Eddie Lowe@ed gov
(x)

6F0020
X
See Schedule

The purpose of this modification is to provide funding for Change Requests (CR) 3757 and 3973. The total amount is increased by $338,438.37
from $126,040,230.39 to $126,378,668.76.
Paul Bean, Contracting Officer
U,<,,10, s,<,cd by""" l0,,c
B DN c-LJS, o-lJ S COo,em,neol,

oc.J S Deoarmec1 of Ed,ca1'o,
Paul e an ,co ca-Paci B,ac
O 9 2342192003:•0 10:, 1 1a02G932'
APR 26, 2017
uo-, 201''42615'457 0''00

Attachment Page
Order EDENFS16F0020funded by Line Item 0018.
CR 3757 $280,080.00 4/26/2017 CR Title: PSLFForgiveness Process
The purpose of this change request is to identify the

process that the PSLFservicer and other impacted
systems will take in order to process the PSLF
forgiveness.
CR 3973 $58,358.37 4/26/2017 CR Title: Split Status - FY14
The purpose of this change request is to analyze the

impact of borrowers with loans serviced at more than
one federal servicer or both federal and non-federal
servicers, borrowers with "split status"
PAGE 2 OF 3 ED-FSA-09-0-0014/EDENFS16F0020/0016

Paul.Bean@ed.gov




None
(New Line Item)


0202M2017.A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$280.080.00
(New Line Item)

0202M2017.A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$58,358.37
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I 'cootracitoc,,, I Pace of Paa es

I 1 I 3
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. PROJECT NO. (if applicable)
0017 M" 1,i.WRis

,2017 I'
Washington DC 20202
Kimberly Espinosa 202-245-6454 kimberly.espinosa@ed.gov
HIGHER EDUCATIONASSISTANCEAGENCY, PENNSYLVANIA DUNS: 007368103 (x)
-
Cage Code: 41UK7
1OA. MODIFICATION OF CONTRACT/ORDER NO.

ED-FSA--09-D-0014/EDENFS16F0020
X
CODE 00030774 FAC!LITY CODE SEP 01, 2016
Offers must acknowledge receipt of this amendment prior to U,e hour and date specified in the solicitaUon or as amended, by one or the following methods:
"' ram or letter makes reference to the solicitation and this amendment, and is received nrior to the oneninn hour and date snecified.
See Schedule
Check One A. THIS CHANGE ORDER 1S ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
office. appropriation date, etc) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b}.

E. IMPORTANT: Contractor IX is not, r is required to sign this document and return copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible}
The purpose of this modification is to incorporate the following Change Request (CR) into Contract Number ED-FSA-09-D-0014, Task Order
EDENFS16F0020. See Attachment.
Except as p,o~idedherein,all tennsandcondllionsof the documentreferencedin item 9A or 10A. as heretoforechanged,remainsunchangedand in full force and effect.
Paul Bean, Contracting Officer
202-377-3710 Paul.8ean@ed.gov
I
158. CONTRACTORIOFFEROR 15C, DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED '
b)(6)
M~~, 2017
(Signature of person authorized to sign}

/Si□ nature of Contractinn Officer)
NSN 7540-01-152-8070 STANDARD i<"ORM 30. (Re,•, 10-83)
Task Order EDENFS16F0020. There is no cost associated with the Change Request below.
Therefore. no funds are needed and no corresponding Line Item is required.
CRID COST DATE CR DESCRIPTION
4076 0.00 2/17/2017 The purpose of this change request is to the implement
the 2017 Poverty Guidelines by the Department of Health
and Human Services. The servicers shall update all
systems, forms, and communications with the rnrrent
poverty guidelines.
SCHEDULE Continued
ITE ... NO. SUPPLIESJSERVICES QUANTITY UNIT UNIT PRICE$ A ...OUNT $

Paul.Bean@ed.gov




None
PAGE 3 OF 3 EO-FSA,09-D·0014/EOENFS16F0020/0017
1 I 2
0018 MAY11,2017 EDOFSA-17-000454

Washington DC 20202
(x)

6F0020
X
See Schedule

X Funding Only
Provide additional funding for Title IV Aid Servicing and Public Service Loan Forgiveness Servicing, through approximately May 31, 2017. The total
Karen Mahon
-,,_ •,,11,,,,,,,,,-,1,,K,.,, t.1,,1,,,
Karen ")N ,-IJ",, ,-LJ< ''"''""""'

,,,,_,,. o,,,,,,.,.,
',,.K,.,,
,,
,.. .,.'"" ·'"
t.1,,1,,, MAY 11, 2017
Mahon 0 e 214' 1e,r,r~,,o ·,"" 1-92f,%f,
8200
'"' ,o·' OS 1, 13C< '4 O<CC'

Karen.Mahon@ed.gov




None
(New Line Item)

0202M2017.A.2017. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$16,790,000.00
(New Line Item)
Forgiveness Servicing through approximately May 31,
2017.

0202M2017 .A.2017. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$142,000.00
FPDS-NG: KIMBERLY.ESPINOSA(d;ED.GOV [ Award Print] Page 1 of2
Print HPlp
Transaction Information
Award Type: Delivery/Task Order Prepared Date: 061071201714:33:51 Prepared User: KIMBERLY.ESPINOSA@ED.GOV
Award Status: F111al Last Modified Date: 06/07/2017 15 48:15 Last Modified User: KAREN.GIBSON@ED GOV
Document Information
Agency Procurement Identifier Modification No Trans No
Award ID: 9100 EDENFS16F0020 19 0

Referenced IDV ID: 9100 EDFSA09D0014 0
Reason For Modification: SUPPLEMENTAL AGREEMENT FOR WORK WITHIN SCC
Solicitation ID:
Agency Main Sub
Initiative
Identifier Account Account
Treasury Account Symbol: 91 0202 _vJ
Dates Amounts
Date Signed: 06/07/2017 Current Total
Effective Date: 06/07/2017 Action Obligation: $32,200.00 $143,342,868.76
Completion Date: 08131/2017 Base And Exercised Options Value: $32,200.00 $143,342,868.76
Est. Ultimate Completion Date: 08131/2017 Base And All Options Value: $32,200.00 $143,342,868.76
Fee Paid for Use of Indefinite Delivery Vehicle: so00

Purchaser lnformat,on
Contracting Office Agency ID: 9100 Contracting Office Agency Name: EDUCATION, DEPARTMENT OF
Contracting Office ID: 910031 Contracting Office Name: FEDERAL STUDENT AID
Funding Agency ID: 9100 Funding Agency Name: EDUCATION, DEPARTMENT OF
Funding Office ID: 910031 Funding Office Name: FEDERAL STUDENT AID
Foreign Funding: _vJ
Contractor Information
SAM Exception:
DUNS No: 007368103 Street: 1200 NORTH SEVENTH STREET

Vendor Name: HIGHER EDUCATION ASSISTANCE A( Street2:
DBAN: PHEAA City: HARRISBURG
Slate: PA Zip: 171021419
Country: UNITED STATES
Phone: (717) 720-2916
Fax No: (717) 720-3926
Congressional District: PENNSYLVANIA 04
Business Category <.J,,"1"><•1,,,I,
Organization Type US GOVERNMENT ENT Business Types
U S. State Government
Number of Employees 2200 Relationship With Federal Government
State of Incorporation Contracts
Country of Incorporation
Annual Revenue $342.404,000
Contract Data
Type of Contract: _vJ

Multiyear Contract: V
Major Program:
National Interest Action: r-Lll"' vj
Cost Or Pricing Data: c'PI~· l,P _vJ
Purchase Card Used As Payment Method: r-1.-, V
Undefinitized Action: _vJ

Performance Based Service Acquisition: N·; - Pl ~ •,,,•~,~ =-11.\,• ,,1 wF1
0
_:::::J
• FY 2004 and prior; 80% or more specified as performance requirement
• FY 2005 and later: 50% or more specified as performance requirement
Contingency Humanitarian Peacekeeping Operation: r-1.-,,._r··,,,,,,1,, _vJ
Contract Financing: :c;,ci.· ,:._:,,,,, _vJ
Cost Accounting Standards Clause: _vJ
https ://www.fpds.gov/Data Co 11ection/contracts/j sp/mvardBaseContro11er .jsp 6/8/2017

FPDS-NG KIMBERLY.ESPINOSA(d;ED.GOV [ Award Print] Page 2 of2
Consolidated Contract:
Number Of Actions:
Legislative Mandates Princ,pal Place of Performance

Clinger-Cohen Act: l·J,: ~ State Location Country
Principal Place Of Perfonnance Code:
Service Contract Act: y.~,, ~ PA USA
Walsh-Healey Act: l·kl r ·,1.>l v I Principal Place Of Perlormance
·-c1-" DAUPHIN
County Name:
Davis Bacon Act: N,:1 ,;,,pl--'"· ~ Principal Place Of Performance City
lnteragency Contracting HARRISBURG
Name:
Authority:
vi Congressional District Place Of
Other lnteragency Contracting Statutory Authority: Performance: 04
(1000 characters) Place Of Performance Zip Code(+4): 17102 - 1444
Product Or Service lnformat,on
Product/Service Code: R710 Description: SUPPORT- MANAGEMENT: FINANCIAL

Principal NAICS Code: 522390 Description: OTHER ACTIVITIES RELATED TO CREDIT INTERME
Bundled Contract: _vJ
DOD Acquisition Program:
Country of Product or Service
Origin:
USA UNITED STATES
Place of Manufacture: _vJ

Domestic or Foreign Entity: _vJ
Recovered Materials/Sustainability: N'J ,_ ,,u <'o I· c. J,,,J c,1i,.I \,, 0u ),,i 'c.l.>11:, I· cl. _.,,,.1 ..::::J
0MB Policy on Sustainable Acquisition
Info Tech Commercial Item
Category:
_vJ
Claimant Program Code: Description:
Sea Transportation:
GFP Provided Under This Action: I r:,nc- :,n c!,,, ".-,- , ,,.,-. C:~I' ..::::J
Use Of EPA Designated Products: N'JI -/c•~u r. J ~
Description Of Requirement:
(4000 characters)
Compct,t,on Information
Extent Competed For Referenced IDV: Full and Open Competition
Extent Competed: ~ 1 I,,,. ·1 •.',,~11 ·-~"'" ~1,-·;,·, _vJ
Solicitation Procedures: -:,_,• ,-.,-1t:, r-•1,,
. -, • ·, ;\•.'·:"cl -,1 ,-, ·,,.,1t1m h ..::::J
Type Of Set Aside: :<''. c1:,1dc , av! _vJ
Evaluated Preference: V
SBIR/STTR: _vJ
Fair Opportunity/Limited Sources: _vJ
Other Than Full And Open Competition: _vJ
Local Area Set Aside: \:, VI
FedBizOpps: _vJ
A76 Action: _vJ
Commercial Item Acquisition Procedures: V
Number Of Offers Received: 4

Small Business Competitiveness Demonstration Program:
Commercial Item Test Program: \:, _vJ
Preference Programs/ other Data
Contracting Officer's Business Size Selection: c,11,,,.

·•, 0 ,-, '01··1,1I -,,, 0 .,n, 0 .s ..::::__j
Subcontract Plan: · :')nc•
Price Evaluation Percent Difference: 0 %
https ://www.fpds.gov/Data Co 11ection/contracts/j sp/mvardBaseContro11er .jsp 6/8/2017

J,JN ',, 'J:

,~lll/llM',11 !,·I
,_.,,,,_,I I<.' St· 1--ll•i;~ "

, ',l
~J;\r/11.. , 'I, ;,: ,11, ,r. ,,., t1·y ·,,,, illfll /I!' I u,:,,, '.1 , I ,i'
111•,, ,. I·' I I :l} ,-, I I•,,,, ,,·-,~1·- ;,,; : X:
-.1: lllJN'.~ ,_11J,"i(iK11H
I ."I'' "'' 1-:; 11 .. Ii I 'I· H:r• (.11111 ,lllJK,'
., i· I
X
',t I'
□ fr,-••.
II., ,: '
q,,,.,, ,I••.: ·•ul< -.n: •I.it,• ,·,1-,-·f,..,1 :i<:t,,, ,1, ,, □
, l, "' , •1.- 1 n,; '" 1""• · "lri1• ·I •I 11,, l •V ,l _f nc,·c1l+·'.J·J• l·n
· L"i ·,,•;,T:11,- l, '1f< 0
", 'l·t• V·l.··1:ai1n1; ,liFI ,l1•,t·n•ltll•."'ll "'J"·:-01-'S i"
fcf-, .!- I\ e-- I: fr '· I'
13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS IT MODIFIES THE CONTRACTIQRDER NO AS DESCRIBED IN ITEM 14
I';,·:..•: '4 ;.1;,: '.1'.;'F I', ",··F
, 1'•11" '·.1 1-\ "lll-" •,Ji,NI It
IN".· f'l ,,S'.,l.,i,.\J-
X 1>~1,i111vrt·,:il it,,;r
IMf'·.Ji<. [/\NI X
'.1• '.I· ".,d'::/· : l·y I)·
"
·,.1 •
'Jl, ,r, ,, ,.1.1, , r. ,,.1,

1•"11 ,,,
!i>, .j '.,
l ,{ I' ,r~I I , I• ii' I l~il 11 11
(b)(6)
Attachment Page
Task Order EDENFS16F0020funded by Line Item 0023.
3923 $13,390.00 6/15/2017 This change request will provide guidance for
Income Driven Repayment (IDR) eligibility
when a borrower re-consolidates an already
consolidated PLUS loan. Servicers shall allow
borrowers to apply and enter Income Based
Repayment (IBR), Pay as You Earn (PAYE),or
Revised Pay as You Earn (REPAYE) plans if
otherwise eligible for said plans. Servicers shall
accommodate borrowers' inquiries and re-
evaluate eligibility upon request.

Karen.Mahon@ed.gov




None
(New Line Item)


0202M2017.A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$13,390.00

2
L.1 I l_. : I /L [ :,>,! i_ 14 l~[_:jLJl';l·::_1f, ! Uh'_,,,,SL
,, j________I j_',CJ! Si\ __:~~ ~:-~r~
,, -:';I_JI I•, '·:Y ·: t,11r-11~JI',If-Hr·· ,,,y ,I' ,,•i•,,• 1-,-------------
I r'llc•l ','_Jt<.•S C ,,,:· _,.
"·'
N,~1,11 i,Nl' t,i'l'"! ,,, I I•' ",\

I lit ,I II f.' I I Jl), ,-, 'I•-.•., -~"'ol·~ :. ,,, .• ,I ~J :-1JN'.-;uu·,:-1f>H111:<
l.'111', Nr :f-.:111 • 1,, >. M'i,
c1y- Code '1 'lJK
I 11'.f.r-J, !,d 'i,H'i/·· 1,11•:·
'· I 'i I· IJ
X
Ii 1· .r,,
.. 1. ,r!I, I' ", r

□ □ r ,:, .. 1
:r ri·•, •. ,1
_-,, , .. : '.y '\~1,1·.1:,-, 1el c-r ~ r, - ..l. -_ ', ~ i ",l
~:F. F l\'i- ": i I·' ,,, '·'--

r JlJf< FT Ff:· I' I·>, ..,., . ., S!' " ,,.,,,~, -1,1,,+!, dllfddl St,1,rr,li:,il ,:1•.I· ,Fl•i• ",.,., --~ .
- 1, '"
-HI•
kl<,<J'•'" "' ,..T'c•r ,- .,~c,, .:,-,1, -1',: r;,,_ "' -.,,,][nr•,11 -nl h f(J,{'IVl'fl i'''•" t<; ·r,, I'• ,., -H : ,!,,•
;:,- f,,._.•<"ITJ'l~,r~ ·-'-IL ..,. r·.1)'1· ,-ci·.,,,•. \r-,'.)<J' 5·1, .,:".:j (,11,:,r (:
,:.il' _-,- '·•cl·::::l'ic·Jt,-1.J.Jr·· 3·,-. :_,;_:J(!•Y~ 'JU
13 THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS IT MODIFIES THE CONTRACT'ORDER NO AS DESCRIBED IN ITEM 14
s p,,:·. H:r:111Fl)il;'d-r,
,,-.~... .. r.w,1c-·c_
r': • ·. 1,, · 1, f/ 14 i'Uf>•~ur,r, 1 •,,,_ '•'~': · ·"I
----
!'--."'r.~r,rr·,1~',.'",J"C;J;,rJ'-;-,
7: ·-p,- ,1, ·,',

X ~ · ,,,],•.1 ( )·:11
'.' ,._,:
,I,'
/,II , ,r11,-· I, , 11,, n•,:
,,,,-, r,,-,1.11 ' VI •

.)I,•,,r..1.,1, ,,,
·,;- 4 {.' ., ..
l',I, ! I. .l,_,r,Jf I , I,;[' 1 Jf JI I i_I , . ,. ! !_
1-11.. 1·,JI•·
;,:r l
-.,1 \'ll\lHllflll\1311 ,l{n lll'i.\1

[•;

Karen.Mahon@ed.gov




None
(New Line Item)

0024 Provide additional funding for Title IV Aid servicing, 1.00 SE 16,801,000.00 16,801,000.00
through approximately June 30, 2017.

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$16,801,000.00
(New Line Item)
Forgiveness servicing, through approximately June 30,
2017.

0202M2017 .A.2017. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$123,000.00
1 I 3
EOENFS16F00200022 JUL 18, 2017 EDOFSA-17-000681
WashingtonDC20202
AGENCY,PENNSYLVANIA
(x)
DUNS:007368103

ED-FSA-09-D-0014/EDEN
FS16F0020
X
See Schedule

The purpose of this modif1cat1on is to incorporate and provide funding for Change Request {CR) 4088. The total contract value Is increased by
$8,430.00 from $160,280,258.76 to $160,288,688.76.

c,,.,1,,9•,oab,P,•,ID,.
Paul Bean "'"""""'

""::;;,',,
....
,:.\:':/':,,:.
'" '
JUL 18, 2017
'"'"'"""""'"
Attachment Page
The following Change Request {CR) shall be incorporated into Contract Number ED-FSA-09-D-0014, Task
4088 $8,430.00 7/18/2017 The purpose of this change request is to require

service rs to accept csv files containing adjustments
from Debt Management and Collection System (DMCS)
via Student Aid Internet Gateway (SAIG). Servicers shall
establish new SAIG message classes for files received
from DMCS and for files sent to DMCS.
PAGE 2 OF 3 ED-FSA-09-D-0014/EOENFS16F00200022

Paul.Bean@ed.gov




None
(New Line Item)

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$8,430.00
PAGE 3 OF 3 ED-FSA-09-D-00141EOENFS16F00200022
I ,
EDENFS16F00200023 1
JUL 24, 2017 EDOFSA-17-000695
SupportGroup
WashingtonDC20202
~

ED-FSA-09-D-001
4.:EDENFS
16F0020
X
12. ACCOUNTING AND APPROPRIATION DATA (If required) ModifIcatIon Amount: $31,742,000.00
Modification Obligated Amount: $31.742,000.00
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Title IV Aid servicing. through approximately August 31, 2017. The total
contract value is increased by $31,742.000.00 from $160.288,688.76 to $192,030.688.76.
1
JUL 24. 2017

Prn·iow, Edition unw,ahlc Prescribed hy GSA FAR (48 CFR) :i.L!43

Paul.Bean@ed.gov




None
(New Line Item)

0027 Provide additional funding tor Title IV Aid servicing. 1.00 SE 31,742,000.00 31,742,000.00

0202M2017 .A.2017. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$31,742.000.00
PAGE 2 OF 2 ED-FSA-09-D-0014/EDENFS16F00200023
1 I 3
EOENFS16F00200024 JUL 27, 2017 EDOFSA-17-000691
WashingtonDC20202
AGENCY,PENNSYLVANIA
(x)
DUNS:007368103

FS16F0020
X
See Schedule

The purpose of this modification is to incorporate and provide funding for Change Request (CR) 4009. The total contract value is increased by
$20,810.00 from $192,030,688.76 to $192,051,498.76. The Approval Date for this CR is 7/27/2017.
[ '" ·,''""'' ,.,,s,,,o

Paul Bean"·"•·-"•····,.··--"
Cc~"'"'•" '""'"""" cc-P,,,,I
,,,,.
•J9 ""
'"" "' " " ,,,"' "'""
~
92COOlO CO '
Ac,,c
-9"90,,,00
JUL 27, 2017

Attachment Page
Task Order EDENFS16F0020funded by Line Item 0028.
4009 $20,810.00 The purpose of this change request is to allow

borrowers with Perkins only loans to be consolidated.
The service rs shall remove the edit that prevents said
borrowers from consolidating and update all procedure
documents, training materials, and any other
documentation to remove the edit.

Paul.Bean@ed.gov




None
(New Line Item)

0028 Provide funding for CR 4009. 1.00 SE 20,810.00 20,810.00

0202M2017.A.2017. ENB00000.6N5.2521 A.AAJ.000.
0000.000000
$20,810.00
1 I 2
EOENFS16F00200025 AUG 04, 2017 EDOFSA-17-000721
WashingtonDC20202
AGENCY,PENNSYLVANIA
(x)
DUNS:007368103

FS16F0020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Title IV Aid servicing, through approximately August 31, 2017. The total
Paul Bean '"""Me,,"""'""

,.,,,,,, '''"""• r.,,,,,~,
ON,-lJS --us~--rnnea, .,,_,,
C,.>,, ,e,o AUG 04, 2017
'"""'"""'"'
,.,,,1;, '""'
Oaic ,0171~"'
1C-l, .,cse,m:o


Paul.Bean@ed.gov




None
(New Line Item)

0029 Provide additional funding for Title IV Aid Servicing. 1.00 SE 258,000.00 258,000.00

0202M2017.A.2017. ENE00000.6N5.2521 A.AD1 .000.
0000.000000
$258-000.00
OF CONTRACT ,.coa,aot1ocoo, I ~eorP
1 I "
2
2. AMENDMENTMODIFICATION NO. 13. EFFECTIVE DATE
~•g, 2017
4, REQUISITION/PURCHASEREQ. NO. 15.PROJECT NO. (ii appllcable)
EOENFS16F00200026 AUG
6. ISSUED BY CODE FSMS2 7. ADMINISTERED BY (If olher than ilem 6) CODE
O~rtmenlorEducalioo
U~itedStates SeeBlod\6
FederalS!Udenl
Afd.MssiQn Group
Support
830FiraStNE.s..:a91F3
WashingtonDC20202
8. NAME AND ADDRESS OF CONTRACTOR (NO.. Street, Country, Stale and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO
HIGHER EDUCATION
ASSISTANCEAGENCY.
PENNSYLVANIA (x)
DUNS: 007368103 ~
1200NORTH 7THSTREET CageCode:41UK7
Fltw4CIALMANAGEMENTSTiiFLOOR
HAARISSURG PA171021444 98. DATED (SEE ITEM 11)

ED,FSA-09·D-0014/EDENFS16F0020
X
10B.DATED{SEE ITEM13)
CODE00030774 I FACILITY CODE SEP 01, 2016
D The above m.mbered solicitaUon Is amended as set forth In Item 14. The hour and date specified for receipt of offers Is extended. D
Is notextended D
Offers must acknowledge receipt of lhls amendment prior to the hour and date specified In the so!iclta!lonor as amended. by one of the following me1hods·
(a) By comple1ingitems a and 15, and returning __ copies of amendment: (b) By ackoowledglng receipt of thi, amendment on each copy of !he offer submllled:
or {c) By separate leller or telegram which Includes a reference to the sollcitaUon and amendment numbers. FAILURE OF YOUR ACKNO\M..EDGMENTTO BE
YOUR OFFER, If by virtue ol lh!s amendment your desire to change an offer alrea(fy submi1ted,such change may be made by telegram or letter, provided each
te•-ram or letter makes reference lo the sollcltaUonand Ihis ameodment. and Is received orior to the o-nlno hour and date soecllled
12. ACCOUNTING ANO APPROPRIATION DATA (II required) Modification ount :S-25B,OOO00
See Schedule Modification Obligated Amount· S-258,000.00
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTSIORDERS. IT MODIFIESTHE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify au\hOl'lty)THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
B. THE ABOVE NUMBERED CONTRACT/ORDER rs MODIFIED TO REFLECT THE ADM1N1STRATIVECHANGES (SUth aschanges In paying
office, approprla11ondate. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43,103(b).
D. OTHER (Speci\ type of modilicallon and authority)

E. IMPORTANT: Contractor r
is not, IX is required to sign this document and return copies lo the issuing office.
'
14. DESCRIPTIONOF AMENDMENT/MODIFICATION (Organized by UCF section headings. Including soffclla1Ionfcontradsubject ma1terwhere feasible)
The purpose of this modification is to de-obligate funds from Line Item 0029 Contract Number ED·FSA.09-0--0014 Task Order EOENFS16F0020.
The total contract value is decreased by $258,000.00 from $192,309,498.76 to $192,051,498.76.
e,cei,1 a, ~ro~dtd undwlaed end ., full force ar,d etre-ct.

le<TMII.ridccneiuans of the documenl relerenced "1 Hem GAor 10A. •• ne,e1ofor,, CllanQed, '""'a"'•
he~"1. 1111
15A. NAME ANO TITLE OF SIGNER (Type or print} 16A. NAME ANO TITLE OF CONTRACTING OFFICER (Type or print)
'l::o.n1f.
\ c. \0f.t9 k. . PaulBean,Conltactinj
Olf.cer
202-377-3710Paul.ean@ed,!10'1
0r. 1/c(J'Preickn+-,W lo:tn &.rw..if\o
1S8. CONTRACTOR/OFFEROR 1SC. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE i~ED
~
b)(6)
b)(6) \'1
t/lt (,7 AUG •2017

(Si!:lnalureof Contracting Officer)
NSN 7540-01-152-8070 STANDARDFORM JO. (Rev. I0-8.1)
Previous Edition unusable Prcscr1b..'d by GSA FAR {48 CFR) 53.243
- .. -·
SCHEDULEContinued
ITEM NO. SUPPUES/SEIIVICES
"""""' "'" UIIIT PRICE S AMOUNTS
I Conlractlng Officer: Paul Bean, 202-377-3710,

' Paul.Bean@ed.gov '
Primary Contracling Officer Representative:Lynn Smith.
Alternate Contracting Officer RepresentaUva(s):

i
PrimaryTechnicalPointof Contact:LawrencePorter, 1
AlternateTechnicalPolnt(s)of Contact:
None
(Changed Line Item)

0029 De-obligate funds ($258,000.00) 1.DO SE 0.00 0.00
Accounting and AppropriationData:
0202M2017.A.2017.ENE00000.6N5.2521A.AO1.000.
0000,000000 ' '
$0.00
'
;
i
I
I I'
'
I
'
I '
I
PAGE 2 OF 2 EO-FSA-09-0-00141EDENFS16F00200026
1 I 2
EOENFS16F00200027 AUG 16, 2017 EDOFSA-17-000848
WashingtonDC20202
AGENCY,PENNSYLVANIA
(x)
DUNS:007368103

FS16F0020
X
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Title IV Aid servicing through approximately August 31, 2017. The total contract
value is increased by $258,000.00 from $192,051,498.76 to $192,309,498.76.
B ""J"' ,,, ,.,,,~ '·"'' ,,,,,,,
Paul ean
o, ,-ll' .,., ,. c~,•m,-,,,,,,
,,,,_,,.
°••p.,.,.,,
.. , •• ,,,,.,.. ,,,.p, ,,,., AUG 16, 2017
OS 21'2 ·9200,00 100 1 · -e>rA 02,,oo
"·"' ,017 C8 ., ,, 32 '2 0, 00'


Paul.Bean@ed.gov




None
(New Line Item)

0030 Provide additional funding for Title IV Aid servicing. 1.00 SE 258,000.00 258,000.00

0202M2017.A.2017. ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$258-000.00

11.Contract ID Code I Paoe of Paoes
I 1 I 2
EDENFS16F00200028 AUG 31, 2017
Fe<leral
StudentAid/Mission
SupportGroup
830FirstSt NE- Suite91F3
Washington DC20202
HIGHEREDUCATION
ASSISTANCE
AGENCY,
PENNSYLVANIA DUNS:
007368103 (x)
1200NORTH7THSTREET
-
CageCode:41UK7
FINANCIAL
MANAGEMENT5THFLOOR
HARRISBURGPA171021444 9B. DATED (SEE ITEM 11}

ED-FSA--09·D--0014/EDENFS16F0020
X
{a) By completing items 8 and 15, and returning __ copies of amendment; (b) By acknowledging receipt of this amendment on each copy or the offer submitted;
tel~~ram or letter makes reference to the solicitation and this amendment, and is received nrior to the oneninn hour and date snecified.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modification Amount $0.00

X 52.212-4 Contract Terms and Conditions - Commercial Items {Mar 2009). TAILORED
D. OTHER (Specify type or modification and authority)
This modification extends the term of Task Order EDENFS16F0020. This extension is provided as the Task Order has one or more Change
Request requirements with a period of performance ending on As a result, the new period of performance
1.2/J4+41'. end date is changed from
8/3112017to09125/17. 1 /1.s-jq~re
Excepl as fM"OSidedherein, all terms and conditions of the document referenced in item 9A or 10A, as heretofore d1anged, remains unchanged and in full force and ertect.
PaulBean,Conlrac~ngOfficer
I 202-377-3710 Paul.Bean@ed.gov
15B. CONTRACTORIOFFEROR 15C. DATE SIGNED 168. UNITED STATES OF AMERICA 16C. DATE SIGNED
"">"''>
Pa u I Bean""'•USo•USGo,..,,,....,t""•US
•onodo, Pr> ... ,
-~'°'"""""""',~P•~... ,.
,,,,..,,,.,,,,.,,,.,,,,,,.,,21,00
AUG 31, 2017
,,.~'°''°'" ,,,,i,-0mr
{Signature of person authorized to sign) ISi □ nature of Contractino Officer\
NSN 7540-01-152-8070 STAl'iDARD FOR:\130. (Rev. l0-83)
SCHEDULE Continued
ITEM NO, SUPPLIESJSERVICES QUANTITY UNIT UNIT PRICE S AMOUNT $

Paul.Bean@ed.gov




None
PAGE 2 OF 2 ED-FSA"09-0·0014/EOENFS16F00200028
1 I 3
EOENFS16F00200029 AUG 30, 2017
WashingtonDC20202
AGENCY,PENNSYLVANIA
(x)
DUNS:007368103

FS16F0020
X
See Schedule

The purpose of this modification is to incorporate the following Change Requests (CR) into Contract Number ED-FSA-09-O-0014, Task Order
EDENFS16F0020: CRs 4085, 4141, 4169, 4184 and 4200. See Attachment.
J,g,•all) "'°'d by Paol B,aa
Bean ,.-cs ,,,,_,..,,,.,,,,,c,oc.,·,,,,

.JS •-LJi, o-l. i, (,ooe•·~eo,
Paul oo-Paol 8eao

0 9 ""
,._, · 9'00300 100 1 , _,,,.,,,,
AUG 30, 2017
a.,«- ,01·00,01S<eos o,w
Attachment Page
The following Change Requests shall be incorporated into Contract Number ED-FSA-09-D-0014
Task Order EDENFS16F0020. There is no cost associated with the Change Requests below.
4085 0.00 5/16/2017 In conjunction with the settlement between the State of
Massachusetts and Lincoln and Kaplan schools, this change
request provides guidance on applying settlement when
payments are received, applying these payments and guidance
on credit bureau reporting.
4141 0.00 4/26/2017 The purpose of this informational change request is to reconcile
and document Federal Student Aid (FSA) decisions regarding
Public Service Loan Forgiveness (PSLF).
4169 0.00 5/26/2017 The purpose of this change request is for servicers to update all
communications, websites, procedures and call scripts to reflect
the changes to the studentloans.gov Income Driven Repayment
(IDR) process. For those borrowers who submit applications via
studentloans.gov but are required to provide additional proof of
income, servicers shall accept the proof of income with
appropriate identifying information from the borrower through
mail, fax, email (if already permitted) and upload it.
4184 0.00 5/24/2017 The purpose of this change request is to provide Servicers
additional guidance when processing Alternative Documentation
of Income {ADOI) as part of processing Income Driven Repayment
(IDR) plan requests.
4200 0.00 6/5/2017 The Purpose of this change request is for all Application Support
Contractors that support the Business Operations Computer
Systems are required to provide the System Security
Documentation to the appropriate ISSOand/or Contracting Office
(CO and CORs)at least annually.

Paul.Bean@ed.gov




None
OF CONTRACT 7 1.cooiraoioc.,e
IP
I 1
of Paoes
I 3
2. AMENDMENT MODIFICATION NO.
EDENFS16F00200030
!3. EFFECT~~ R~E
SEP 4&; 2017
4. REQUISITION/PURCHASEREQ. NO. 5. PROJECT NO. (If applicable)
6. ISSUEOBY CODE FSMS2 7 ADMINISTEREDBY {If other lhan Item 6) CODE

UnitedStalesDepartmentof Education See81od6
FederalStudentAi~sslon Supper!Group
830F'u,tSt NE• &lit&9\Fl
Wasniogtoo DC20202
a. NAME ANO ADDRESS OF CONTRACTOR (NO•• Street. Country, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
(x)
AGENCY,
PENNSYLVANIA DUNS: 007368\03 ~
1200NORTH7THSlREET Cage Code:41UIC7
FINANCIAL
MAl'lAGEMENT
5THFLOOR
HARRISBURGPA171021444 98. DATED (SEE ITEM 11)

ED-FSA-09-0-0014/EOENFS16F0020
X
CODE00030TT4 I FACILITYCODE SEP 01, 2016

0 Toe above numbered solicilaUonIs amended as sel lollh In Item 14. The hour arx:Idate specified for receipt of offers O
Is e•tended, Dis not extended.
Offers must acknov.iedge recelpl of this amendment prior to Chehol.l' and date sped6ed Inthe sollcllallon or as amended, by one of the rol!Qv.1ng
melhods:
{a) By complet!ng items a and 15, and re1umlng__ copies of amendment; (b) By acknowtedgtngreceipt of this amendmenton each copy of the offer submitted;
or (c) By separate letter or telegram which Includes a reference lo the sollcilallon and amendment numbers. FAILUREOF YOUR ACKNCMt.EOGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an airer already submit1ed,such change may be made by telegram or letter, provided each
lele'""'m or letter makes reference 10lhe soMcitaUonand this amendment. and Is received rv1orto lhe o--nr..,.. hour and date Sneclfled.
12. ACCOUNTING ANO APPROPRIATIONDATA (II required) Modification Amount :i;-8,881,655.37
See Schedule
13, THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS,IT MODIAES THE CONTRACT/ORDERNO. AS DESCRIBED IN ITEM 14,
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify au1hority)THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEMtOA.
8. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVECHANGES (such as changes In payitlg
office. appropt!allon date, etc) SET FORTH IN ITEM 14, PURSUANTTO THE AUTHORITY OF FAR 43.103(b).
C. THIS SUPPLEMENTALAGREEMENT IS ENTERED INTO PURSUANTTO AUTHORITY OF:
0. OTHER (Speci~ of modification and aulhority)

X Mutual Agreement tween the Parties
E.IMPORTANT: Contractor I is not, Ix is required to sign this document and return •

copiesto the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION(Organll:ed by UCF sectionheadings. llcludlng sollcilallon/con1ractsubject mailer Wre feasible)
SEE PAGE 2 OF J FOR MODIFICATION DESCRIPTION.
ell temu ~nd ccodlUon• or 1h11

E,icept m providedh~n. document re!en~ lo Item GAOt 10A. a, ltffl!IOfore • - ·-ec1.remi,lns unchangedand in Ml force and affld.
15A NAME ANOT!TLE OF SIGNER (Type orpnnt) 16A. NAME AND TITLEOF CONTRACTING OFFICER (Type or print)
PaulBean,
Conlradin3Officer
\)).oit\ \.,0!.~ 202-377-3710Paul. eari@ed.gov
~IP- ..... ' -- ' • r: l C""'
'I l ~•
15B. CONT
11~
CTO
· y jl,_
FEROR
II
" 15C. DATE SIGNED 1 NITED STATES OF AMERICA t6C. DATE SIGNED
b)(6)
(b)(6)
,:',
-
-- t-. "/>
'i'/Jo/,7 SEP 28, 2017
{Signature of person aulhoiized to sign) ; ature of Contractln" Ollie.er'

NSN 7540-01-152-8070 STANDARD FOH.MJO. (H.cv. 111-83)
Previous Etlition unus.iblc l'rescribctl by GSA FAR (48 CFR) 5J.2-l3
Attachment Page
The purpose of this modificationIs to de-obllgate excess funds from Contract Number ED-FSA-OS-D-0014,
TaskOrder EOENFS16F0020, as described below:
l. De-obligate$3,959,185.21from LineItem 0016

2. De-obligate$1,560,610.74from line Item 0020
3. De-obligate$3,361,859.42from line Item 0027
The total contract value Is decreased by $8,881,655.37from $192,309,498.76to $183,427,843.39.
Allother terms and conditions remain unchanged.
PAGE 2 OF J ED·FSA-09·0-0014/EDENFS16F002000JO
SCHEDULE Continued
ITEM NO, Sl/P!'UESISERVlCE:S QUANTITY UNIT UNIT PRICI! S AMOUNTS
ContractingOfficer: Paul Bean, 202-377-3710,

Paul.Bean@ed.gov
Primary ContractingOfficer Representative:Lynn Smith,


Patrice Washington, (202) 3n-3845.
Primary Technlcal Point of Contact: Lawrence Porter,

202-906-9882,lawrence.Porter@ed.gov

None
(Changed Una Item)

0016 Provideadditional funding Tille IV Aid Servicing, lhrough 1.00 SE 15,204,814.79 15,204,814.79
approximatelyApril 30, 2017.

0202M2017.A.2017.ENE00000.6N5.2521A.AAG.000.
0000.000000
$15,204,814.79
PR NUMBER:EDOFSA-17-000405
(Changed Line Item)
0020 Provide addit!onal funding for liUe IV Aid Servicing, 1.00 SE 15,229,389.26 15,229,389.26
lhrough approximatelyMay 31, 2017.

0202M2017.A.2017.ENBOOOOO .6N5.2521A.AAG.OOO.
0000.000000
$15,229,389.26
PR NUMBER:E □ OFSA-17-000455
(Changed Line Item)
0027 Provide additional funding for Tille IV Aid servicing, 1.00 SE 28,380,140.58 28,380,140.58
through approximatelyAugust 31, 2017.

0202M2017.A.2017.ENB00000.6N5.2521A.AAG.OOO.
0000.000000
$28,380,140.58
PAGE 3 OF J ED-FSA-09-0-0014/EDENFS16F00200030
I ,
EDENFS16F00200031 1
SEP 27, 2017 EDOFSA-17-001
030
SupportGroup
WashingtonDC20202
~

ED-FSA-09-D-001
4.:EDENFS
16F0020
X
12. ACCOUNTING AND APPROPRIATION DATA (If required) ModItication Amount: $69,645.62
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Public Service Loan Forgiveness (PSLF) servicing. through approximately
September 30, 2017. The total contract value is increased by $69.645.62 from $183.427,843.39 to $183,497.489.01.
PaulBean Contracting
Officer
1
SEP 27. 2017


Paul.Bean@ed.gov




None
(New Line Item)

0031 Provide funding tor PSLF servicing through 1.00 SE 69,645.62 69,645.62
approximately September 30. 2017.

0202M2017.A.2017.ENB00000.6N5.2521 A.AD1 .000.
0000.000000
$69,645.62
PAGE 2 OF 2 ED-FSA-09-D-0014/EDENFS16F00200031
1 I 3
EDENFS16F0020P00032 NOV 20, 2017
SupportGroup
Washington DC20202
DUNS:007368103

FS16F0020
X
See Schedule

The purpose of this modification is to incorporate Change Request 4233 to Contract Number ED-FSA-09-D-0014, Task Order EDENFS16F0020.
See attachment.
Bean ""''"'"'
"',.us"'""' "',.,.,,"""
0-l S ,,,,,, •• ~'"' 00-U S
Paul "'"·""""'°'"""'"""c,,--•.,"'·'·
0 0 23<2 8200300 100 1 -02''l:l2'30
o.,«-201· ,,,,,,- w
NOV 20, 2017
4805

Attachment Page
0014 Task Order EDENFS16F0020. There is no cost associated with the Change Requests
below. Therefore, no funds are needed and no corresponding Line Item is required.
COST DATE DESCRIPTION
4233 0.00 7/10/2017 The purpose of this change request is to implement

the new interest rates for loans disbursed on or
after July 1, 2017 and through June 30, 2018. The
servicers shall update the interest rates for Direct
Subsidized Loans- Undergraduate Students- 4.45%,
Direct Unsubsidized Loans - Undergraduate Students
- 4.45%, Direct Unsubsidized Loans Graduate/
Professional Students - 6.00 %, and Direct PLUS
Loans - Parents of Dependent Undergraduate
Students & Graduate/Professional Students - 7.00%.
The servicers shall also correct records submitted
with incorrect interest rates and update all
applicable systems, websites, and documentation
including www.studentloans.gov.
PAGE 2 OF 3 ED-FSA-09-D-0014/EDENFS16F0020P00032
SCHEDULE Continued

Paul.Bean@ed.gov




None
PAGE 3 OF 3 ED-FSA-09-D-0014/EOENFS16F0020P00032
SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS REQUISITION NUMBER PAGE 1 OF C
OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30 '

:::D:::N::'S1 f_,,X•C·~l 6
2. CONTRACT NO. 3. AWARD/EFFECTIVE 4. ORDER NUMBER 5. SOLICITATION NUMBER 6 SOLICITATION ISSUE

DATE
I ,,
DATE
H;-F:-;A-~9-L;-~~ r, 0; r, 0; ~r, IS
C:DC:NCSlGcnn22
a. NAME b. TELEPHONE NUMBER /No collect e OFFER DUE DATE/
►
7. FOR SOLICITATION calls) LOCAL TIME
INFORMATION CALL:
9. ISSUED BY CODE cco cc, 10. THIS ACQUISITION IS ~ UNRESTRICTED OR LJ SET ASIDE: (, %FOR
WOMEN-OWNED SMALL BUSINESS ---
TJ1:i _cd h:p-1 __ mu:_ □ SMALL BUSINESS
□
:c;-;A-C''.-;)
_'e::!er,,l
S'...LC~
,;t.x:!e~,t. Ai::!IY:i:;:;io~,
"' CdL,CC-1'..l'..ll'.
,;-1ncort. :;ro-1rc, s:;,::, □ HUBZONE SMALL

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED
SMALL BUSINESS PROGRAM NAICS:
BUSINESS
::'.Li ~l Sl N::: S-1.Llrc 01 ::' 5 □ EDWOSB
i..J'l..o,.-_1 ~,gt rn, C' )C,)C,), 11;-; □ SERVICE-DISABLED
'' SIZE STANDARD:
VETERAN-OWNED
DELIVERY FOR FOB DESTINA- 12. DISCOUNT TERMS 13b. RATING
MARKED
tkL Cc,y~ 3J □ 13a. THIS CONTRACT IS A
RATED ORDER UNDER
14. METHOD OF SOLICITATION
DPAS (15 CFR 700)
~SEE SCHEDULE □ RFQ D1FB □ RFP
DELIVER TO rn ADMINISTERED BY f :-,
"See Sci.e'.i,,le
CODE
fJA';AE3 rtmPnt
(, ~ Frl1vr.t i c..n
CODE ',,
FS/\ /\,:qui::silicn::,, S3) Fir::sl SL NC Sui Le 91F3

\•;,sc,J-,i ngtc,n, [";,·, nn;, u:-;
Adm, r. 'i('::,: ,'
17a. CONTRACTOR/ CODE 1,,,,,,,,,' I FACILITY
'" PAYMENT WILL BE MADE BY CODE I', :-.11·,
OFFEROR CODE
::r::,:::::?, :::DU:::AIION ASSISIAN:::::: A::,:::N:::Y, ?:::NNSY~VANIA Buli<Jcl Cr cue• '11,·:cicc Alim ill
12nn Nc-:n:-c 'I:-C S I:1:C:C:I, :l:C:-~C:I?IS C·?C::1/\IIC·NS SE ,~c-c-:i C"'.-;A-C>ll[")
"c'.A~~ T '.-;C,11~'.;, )A, 1 71 c,; 1 -,-,-,, 11;-; u,; Uer:-:1rt:re~,t of ..:::1~c,1tio~, I_ ,;Al":_ ,;; I J'.; I_ ,;AA, s:;,::, _·ir:st
SL reel, tE, S,1i le 5~C'l
i..J'l..o,.-_1 ~,gt rn, C' )C,)C,)-C,C,C,1' 11;-;
"
TELEPHONE NO.
17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 1Ba UNLESS BLOCK
□ OFFER BELOW IS CHECKED

SEE ADDENDUM
□
,c n
"
ITEM NO. SCHEDULE OF SUPPLIES/SERVICES QUANTITY
2'
"
UNIT UNIT PRICE AMOUNT "
:-;pp :-;chPrllll P
(Use Reverse and or Altach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Govt. Use Only)
;-;s,s, '.-;c__
-_s,,l l 1 s, $GJJ, JJJ. JJ
□ 27a SOLICITATION INCORPORATES BY REFERENCE FAR 52 212-1. 52.212-4. FAR 52 212-3 AND 52.212-5 ARE ATTACHED ADDENDA □ ARE □ ARE NOT ATTACHED
□ 27b CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52 212-4 FAR 52.212-5 IS ATTACHED ADDENDA DARE □ ARENOTATTACHED
□ 28 CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN ___ □ 29. AWARD OF CONTRACT. REF. OFFER
COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND
DATED . YOUR OFFER ON SOLICITATION
DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY (BLOCK 5). INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE
ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS.
30a SIGNATURE OF OFFEROR/CONTRACTOR 3,a UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)
;-;, g~,se,l '.;1)-;.o,rn, "" )"S,~,
30b. NAME AND TITLE OF SIGNER /Type or prim) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (Type or prml) 31c. DATE SIGNED
c;_us-:-ri, 1;ar<or1
J9, Ll, L:JlG
-~0:Htc/Cli:','1 C·[[icet
AUTHORIZED FOR LOCAL REPRODUCTION STANDARD FORM 1449 (REV. 2..-2012)

PREVIOUS EDITION IS NOT USABLE
Prescribed by GSA· FAR (48 CFR) 53.212
"
ITEM NO.
,0
QUANTITY "
UNIT "
UNIT PRICE "
AMOUNT
Sec .Schc<Julc

-------------
CORRECT FOR


'"
EDENFS16F0022
Page 3 of 5
Section B

Number
0001 PCA Third Party Call Monitoring in 600000 DO
(Section B).
Unit Price $1.00
Description:
Provides funding for Title IV Aid Servicing, through approximately September 9, 2017.


s
EDEIWS l 6F0022
Page 4 of 5

Total Obligated Amount:$600,000.00
The Obligated Amount is broken down by line of accounting as follows·
Contract LOA:0202M2016.A.2016.61 0000. ENB00000.6N5.2521 A.A.AAG.000.N.0000.000000.000000
Amount:$600,000.00
Clin 0001 :$600,000.00

FSA-BUD
US Department of Education/FSAICFO/BG/FSAA
Phone: Fax:
Contact Details:

· Budget Group/Invoice Admin
FSA-BUD
Phone: Fax:
Contact Details:
EDEIWS l 6F0022
Page 5 of 5
Line Item: 0001

9/10/16 919/17 FSA BUSINESS OPERATIONS
FSA-BO
Washington
, 1. Contract ID Code I Pane or Panes

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT I I 1 I 2
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REO. NO. 15.PROJECT NO. (If applicable)
EOENFS16F00220001 SEP 15, 2017
6. ISSUED BY CODE FSMS2 7. ADMINISTERED BY (If other than i1em 6) CODE
UnitedStatesDepartment ofEducation SeeBlock6
FederalS1udentAid/MissionSupportGroup
830FirstSl NE· Suile 91F3
Washing1oo DC20202
8, NAME AND ADDRESS OF CONTRACTOR(NO.. S1reel.Country. Stale and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
AGENCY.
PENNSYLVANIA DUNS·007363103
1200NORTH7THSTREET CageCode:41UK7
FINANCIAL
MANAGEMENT 5THFLOOR
HARRISBURGPA 171021444 9B. DATED(SEEITEM 11)

ED-FSA-09-D-0014/EDENFS
16F0022
X
CODE 00030774 FACILITYCODE SEP 13, 2016
D The abo'le numbered solicitation Is amended as set forth In ilem 14. The hour and date specified for receipt of offers D
Is extended. Dis not extended.
Offers must acknowledge receipt of this amendmenl prior 10the hour and date specified In the solicitation or as amended, by one or the following methods:
(a) By completing Items a and 15, and retummg __ copies of amendment (b) By acknowledging receipt of this amendment on each copy or the offer submlt1ed,
or (cl By separate let1er or telegram wtiich Includes a reference to the solicitation and amendment numbers FAILURE OF YOUR ACKNOVVLEDGMENT TO BE
YOUR OFFER. If by virtue of this amendment your desire to change an offer already submi1ted. such change may be made by telegram or letter, provided each
tel=ram or letter makes reference to the solicilalion and lhls amendment. and is received orior lo lhe ooeninq hour and date soecified.
12. ACCOUNTING AND APPROPRIATION DATA (lfrequlre<I) Modification Amount: $-143,283.91
See Schedule Modification Obligated Amount: $-143,283.91
13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACTIORDER NO. AS DESCRIBED IN ITEM 14.
CONTRACT ORDER NO IN ITEM 1QA.
C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF;

0. OTHER (Specify type or moctifica1ionard authority)
E. IMPORTANT: Contractor I is not, Ix is required to sign this document and return 1 copies to the issuing office.
14. DESCRIPTION OF AMENOMENTIMODlFICATION (Organized by UCF section headings, including solicilalion/contract subjecl matter where feasible)
The purpose ofthls modification is to de-obligate excess funds from Contract Number ED-FSA-09-0-0014, Task Order EDENFS16F0022, line
Item 1, in the amount of $143,283.91 The total contract value is decreased by $143,283 91 from $600,000.00 to $456,716.09.
E,capt u pro"1ded herein. all lenn, and condi1ians cf1he dccumenl relerenc.ed In l!em 0A er 1OA. as herel01ore changed rema,ns unchanged and In full fen:& and elfed.
15A. NAME AND~I E OF SIGNER (Type or print) 16A NAME AND TITLE OF CONTRACTING OFFICER (Type or print)
~~~
\. VJ , ~
n\ _jO., 0
· t.' ~ . \ C"' ,
PaulBean Contracting
Officer
202·3?7•3710Paul.Bean@e<lgov
1 1
\ J--1-~.,v1 u , ,lrr.n~nlir1r
: B. CON T FFERO 15C. On, E SIGN 1liB UNITED STATES OF AMERICA 16C. DATE SIGNED
(b)(6) ''''"''"'"~"''"''~"
1Jlr:i-
7( I
/ r7 Pau I Bean ,:,·ii\1·(::i:':'i~,;;::I:::
..,c""'""' ,,,,," """
sEe 1s, 2011
(Signature or person authorized to sign)

(Sionature of Contractino Officer}
NSN 7540-01-152-8070 ST,\NDARD FORM JO. (Re\·, I0-83)
Previous Edition unusublc Prescribed by GSA FAR (48 CFR) 53.243
SCHEDULE Continued
Contracting Officer: Paul Bean, 202-377-371 0,

Paul.Bean@ed.gov


None

None
(Changed Line Item)

0001 PCA Third Party Call Monitoring in accordance with 1.00 SE 456,716.09 456,716.09
the terms and conditions of the IDIQ and the pricing
specified in the Pricing Exhibit.

0202M2016.A.2016 .EN 800000.6N 5.2521 A.MG.ODO.
0000.000000
$456,716.og
SHIP TO:
WASHINGTON DC 20202

PAGE 2 OF AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
2 EO-FSA-09-0-0014/EDENFS16F00220001
AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 11.Contract ID Cade I Pane of Panes

I 1 I 3
2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REC. NO. 15.PROJECT NO. (ifapp!lcable)
EDENFS
16F0022P00002 OCT 18, 2017
6. ISSUED BY CODE FSA-FS2 7. ADMINISTERED BY (II other than item 6) CODE
UniledSlal&S0ej)artmen1
of Education
SeeBIOCX6
FederalStudentAid/MssionSupportGroup
830 Firs1St NE- StJila91F3
Washington OC20202
8. NAME ANO ADDRESS OF CONTRACTOR (NO .. Street. Countiy, State and ZIP Code) 9A. AMENDMENT OF SOLICITATION NO.
AGENCY,
PENNSYLVANIA DUNS: 007368103
(x)
~
1200NORTH
7THsmEET CageCode:41UK7
FINANCIAL
MANAGEMENT 5THFLOOR
HARRISBURGPA 171021444 98. DATED (SEE ITEM 11)

ED.fSA.09-0-0014/EDENFS
16F0022
X
CODE 00030774 FACILITY CODE SEP 13, 2016
D The above numbered sollcltallon ts amended as set forth In item 14. The hour and date specified for receipt of offers Is ex1ended, Is not e~1ended. D D
Offers must acknowledge receipt of this amendment prior 10 the hour and date specified In the sollcilalion or as amended, by one of the rotlowlng methods:
(a) By comple1ing items Band 15, and returning ___ copies of amendment: (b) By acknowledging receipt of 1hls amendment on each copy of the offer submlt1ed.
or (c) By separate letter or telegram which Includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNDV\ILEDGMENT TD BE
RECEIVED AT THE PLACE DESIGNATEO FOR THE RECEIPT OR OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF
YOUR OFFER. If by vlr1ue of this amendment your desire to change an offer already submilled, such change may be made by telegram or letter, provided each
teI--ram or let1er makes rererence to the sollcitatlon and 1hls amendment and is received orlor to the ooenfnn hour and date soecifled.
12. ACCOUNTING AND APPROPRIATION DATA (If required) Modificatlon Amount: $-98,04513
See Schedule Modification Obligated Amount: $-98,045 13
Check One A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify au1hor1ty)THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE
CONTRACT ORDER NO. IN ITEM 1DA.
office, appropriation date. etc) SET FORTH IN ITEM 14. PURSUANT TO THE AUTHORITY OF FAR 43.10J{b).

D. OTHER (Specify type or modllica11onand authority)
E. IMPORT ANT: Contractor is not, I Ix

is required to sign this document and return 1 copies to the issuing office.
14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including sol!citaUon/con1ractsubject matter where feasible)
SEE NEXT PAGE FOR MODIFICATION DESCRIPTION
Except as prol/lded herein, all 1em19and condlUon• er the dca,men1 rererenced In ~em eAcr 10A. a, heretofore cflanged, remeins unchen11edsnd In lull rorce end ellect.
16A. NAME ANO TITLE OF CONTRACTING OFFICER (Type or print)
·n~\-0~~F ,~R (Type or prin1)
PaulBean,ContJacti~
Officer
202•377-3710Paul ean@edgov
~.P.
\ -4-- I
I
,,.,
1 rr\f\,
158. CONTRACTO EROR 15C.DA SIGNED " "
16B. ITEDSTATESOF AMERICA 16C. DATE SIGNED
b)(6) -
Pau I Bean "''"'"''~"'"',
'''"''""
[~i_;,~::·,-;,;.~,;;:·,;::·;;..,';;',t'
l()/;7/;/ "mi ""'"' 10, 1 1-,ie,J2,,.,,
OCT 18, 2017
o,-, ,rn [•lS 5•02 [, o•.[•0
(Signature of person authorized 10 sign)

(Slana1ure erContractinQ Officer)
NSN 7540-01-152-8070 .
SlANDARD l-<lRi\130. (Rev. IU-83)
Previous Edition unusohlc Prescribed 6y GSA FAR ( ➔ II CFR) 53.243
Attachment Page
A system chan11ehas resulted in a reconfl11uratlon of the contract modlfkatlon numbering

format. Modification 0001 precedes modification P00002.
Due to a system error, Modlficatlon 0001 did not de-obll1ate funds from FSA'sfinancial system
at time of the award of the modlncatlon. Payment was then made against Invoice Number
107749, resulting Jn excess funds totaling $98,045.13.
This modification de-obligates excess funds from Task Order EDENFS16F0022, Une Item l, in the
amount of $98,045.13. In agreeing to this modlficatlon, both parties consider the changes
described In Modification 0001 null and void and replaced with the changes described herein.
The total amount obligated and the contract value Is decreased by $98,045.13 from $600,000.00
lo $501,954.87.
PAGE2 OF 3 ED-FSA-09-D-00t4/EDENFS16F0D22P0D002
SCHEDULE Contlnued
ITEM NO, $Ul'PUESl5ERVICE5 QUANTITY UNIT UNlf PRICE $ AMOIJITT $

Paul.Bean@ed.gov


None

None
(Changed Una Item)

0001 PCA Third Party Call Monitoring in accordance with 1.00 SE 501,954.87 501,954.87
the terms and conditions cf the IDIQ and the pricing
specified in the Pricing Exhibit.

0202M2016A2016 .ENB00000.6N5.2521 A.AAG .000.
0000.000000
$501,954.87
DELIVERY DATE: 09/09/2017

PAGE 3 OF 3 AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
ED-FSA·D9-D-00111/EDENFS16F0022P00002
1. REQUISITION
NUMBER PAGE 1 OF 3
SOLICITATION/CONTRACT/ORDERFORCOMMERCIALITEMS
2,(0NTRACTNO. 3. AWARD/EFFECTIVE 4.0RDERNUMBER 5. SOLICITATIONNUMBER 6. SOLICITATIONISSUE
DATE DATE
ED-FSA-09-D-0014 91003118F0022
APR01, 2018
a. NAME b. TELEPHONE
NUMBER {Norn/Jeer B.OFFERDUEDATE/
►
7. FORSOLICITATION Eddie Lowe ca/ls) LOCALTIME
INFORMATIONCALL: Eddie.Lowe@ed.gov (202) 377-3714
9. ISSUEDBY CODE I FSA-FS2 10. THIS ACQUISITION IS □ UNRESTRICTED OR □ SET ASIDE: ___ % FOR:
Uniterl States Department nl Eril•r.atinn □ SMALL BUSINESS □ WOMEN-OWNED SMALL BUSINESS
Federal Student Aid/Mission Support Group (WOSB)ELIGIBLEUNDERTHE WOMEN-OWNED
830 First St NE - Suite 91F3 □ HUBZONE SMALL SMALL BUSINESS PROGRAM NAICS:
Washington DC 20202 BUSINESS O EDWOSB
0 SERVICE-DISABLED
SIZE STANDARD:
VETERAN-OWNED
SMALL BUSINESS Os (A)
11. DELIVERYFORFOBDESTINA· 12.DISCOUNTTERMS O 13a. THISCONTRACTISA 13b.RATING

TION UNLESSBLOCKIS RATEDORDERUNDER
0 Days
MARKED DPAS(1SCFR700)
0% 14. METHODOFSOLICITATION
0 □ '"CODE 0IFSA-FS2
Net30
SEESCHEDULE
15.DELIVERTO CODE 1FSA-FS2 16. ADMINISTERED
BY
□ RFQ RFP
un;(edSlatesDepartmen!of Education
FederalStudentAJdlJ,,lIssIon
SupportGroup
830 First Sl NE· Suite91F3 Federal Student Aid/Mission Support Group
WashingtonDC 20202 830 Fjrst St NE - Suite 91F3
Washington DC 20202
17a CONTRACTOR/ CODE IOOOJ0774 I FACILITY I 18a.PAYMENTWILLBEMADEBY CODE I FSA-BUD

OFFEROR. CODE
PENNSYLVANIA HIGHER EDUCATION ASSISTANCE AGENCY Budget Group/Invoice Ad min
1200 NORTH 7TH STREET US Department of Education/FSNCFOIEG/FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street, NE, Suite 5481
CAGE: 41UK7
TIN: 231693362 DUNS: 007368103
TELEPHONE
NO.
17b. CHECKIF REMITTANCE
ISDIFFERENT
ANO PUTSUCHADDRESS
IN 16b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
0 OFFER BELOW IS CHECKED
0
SEEADDENDUM
n
"
ITEMNO. SCHEDULE "
QUANTITY "
UNIT UNITPRICE "
AMOUNT
/UseReverseand/or ArrnchAdditionalSheet, a, Necessary)

25.ACCOUNTINGAND APPROPRIATION DATA 26. TOTALAWARDAMOUNT (ForGovr. u,eOnly)
LJ 21• SOLICITATION
INCORPORATES
BYREFERENCE
FAR52.212-1,,2 2124. FAR5l.21l-3 AND5Ul2-5 AREATTACHED.
ADDENDA LJARE LJ ARENOTATTACHED
0 21b CONTRACT/PURCHASEOROERINCORPORATl:5
BYREFERENCe
FM\52 211-4 FAR52212-5 IS ATTACHED
ADDENDA OARE Ci:g
ARENOTATTACHED
□ 28. CONTRACTORISREQUIREDTO SIGNTHISDOCUMENTAND RETIJRN

COPIESTO ISSUINGOFFICE.CONTRACTORAGREESTO FURNISHAND --- □ 29.AWARDOFCONTRACT:Rff. OFFER
YOUROFFERON SOLICITATION
DELIVER
ALL ITEMSSETFORTHOROTHERWISE
ADDmONAL SHEETS SUBJECT
IDENTIFIED
A80VE AND ON ANY
TO THETEAMSAND CONDITIONSSPECIFIED
""
(BLOCK5), INCLUDINGANYADDITIONSORCHANGESWHICHARE
SETFORTI-IHEREIN.ISACCEPTED
ASTO ITEMS:
30a, SIGNATURE
OFOFFEROR/CONTAACTOR 31a. UNITEDSTATESOF AMERIC'f ,, /S/GNATUR£OFCONTRACT/NG
OFFICER/
30b. NAMEAND TITLEOF SIGNER /Type or print) 30<. DATESIGNED

b)(6)
37b.NAME~-·, TRAC:r
I_
ype or print! 31<.DATESIGNED
Soo Kang 202-377-37
soo.kang@ed.gov MAR 27, 2018
AUTHORIZED
FORLOCALREPRODUCTION STANDARDFORM1449 (REV 2120121
PREVIOUS
EDITIONISNOT USABLE Prescribedby GSA- FAR(48 CFR)53.212
a
"·
ITEMNO. SCHEDULE "
QUANTITY "
UNIT UNITPRICE "
AMOUNT
32a.QUANTITYIN COLUMN21 HAS BEEN
□ RECEIVED □ INSPECTED D ACCEPTED,ANDCONFORMSTOTHECONTRACT,EXCEPTASNOTED:

32b. SIGNATURE
OF AUTHORIZEDGOVERNMENT 32c.DATE 32d. PRINTEDNAMEAND TITLEOF AUTHORIZEDGOVERNMENT
32e.MAILINGADDRESS
OFAUTHORIZED
GOVERNMENT
REPRESENTATIVE 32LTELPHONENUMBEROF AUTHORZED
GOVERNMENT
REPRESENTATIVE
32g. E·MAILOF AUTHORIZED

GOVERNMENT
REPRESENTATIVE
33. ,HIP NUMBER 34. VOUCHt:K NUM~t:R 35. AMOUNTVERIFIED 36.PAYMENT 37. LHECK NUMBER
CORRECTFOR
!PARTIAL I IFINAL
□ COMPLETE □ PARTIAL D FINAL
38. SIRACCOUNTNO. 39. S/RVOUCHERNUMBER 40. PAIDBY
41a. I CERTIFYTHISACCOUNTIS CORRECTAND PROPERFORPAYMENT 42a. RECEIVEDBY (Print)
41b. SIGNATUREAND TITLEOF CERTIFYINGOFFICER 41c.DATE

42b. RECEIVEDAT /Locor,on)
42c. DATEREC'D (YYJMM!DD) 142d.

TOTALCONTAINERS
STANDARD FORM 1449 IREV.212072) BACK

EO-FSA-09-0-0014/91003118F0022
SCHEDULE Continued
ITEM NO. SUPPLIES/SERVICES OU/I.NT ITT UNIT UNIT PRICE $ AMOUNT $
Contracting Officer: Soo Kang, 202-377-3798.

soo.kang@ed.gov


None

None
0001 Provide funding for Loan Consolidation Services, through 1.00 SE 2,250,000.00 2,250,000.00

4253XN OYR. B.2018. ENB00000.A 16. 2521 A. LLX.000.
0000.000000
$2,250,000.00
Period of Performance: 04/01/2018 lo 03/31/2019

PAGE 3 AND
OF 3 AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT
ED-FSA-09-D-0014191003118F0022
1 I 2
91003118F0022P00002 JUL 18, 2018 EDOFSA-18-000733
SupportGroup
Washington DC20202
ASSISTANCE
AGENCY (x)
DUNS:007368103

ED-FSA-09-D-0014191003118F0022
X
CODE 0003077 4 FACILITY CODE APR 01. 2018
See Schedule

X Funding Only
The purpose of this modification is to provide additional funding for Loan Consolidation Services, through approximately August 31, 2018. The total
D1g1tallysigned by
Elvis Elvis Taylor JUL 18, 2018
Date: 2018.07.18
Taylor 14.09:26-04'00'
SCHEDULE Continued

elvis.taylor@ed.gov


None

None
(New Line Item)


4253XNOYR.B.2018.ENB00000.A 16.2521 A.LLX.000.
0000.000000
$1.929,110.22
PAGE 2 OF 2 ED·FSA·09·0-0014/91003118F0022P00002
1. REQUISITIONNUMBER PAGE 1 oe 3
2. CONTRACTNO. 3. AWARD/EFFECTIVE 4. ORDERNUMBER 5.SOLICITATIONNUMBER 6.SOLICITATIONISSUE
DATE DATE
ED-FSA-09-D-0014 91003118F0311
APR 01, 2018
a NAME b. TELEPHONENUMBER (Nocollecr 8. OFFERDUE DATE/
►
7. FORSOLICITATION Eddie Lowe cal!>! LOCALTIME
INFORMATION CALL: (202) 377-3714
Eddie.Lowe@ed.gov
---
□ □
United States Department of Education SMALL BUSINESS WOMEN-OWNED SMALL BUSINESS
Federal Student Aid/M1ss1on Support Group (WOSB} ELIGIBLE UNDER THE WOMEN-OWNED
□
830 First St NE - Suite 91 F3 HUBZONE SMALL SMALL BUSINESS PROGRAM NAICS:
Washington DC 20202 BUSINESS □ EDWOSB
□ SERVICE-DISABLED
SIZE STANDARD:
VETERAN-OWNED
DELIVERYFORFOBDESTINA- 12 DISCOUNTTERMS I3b RATING
" TION UNLESSBLOCKIS
0 Days □
130.THISCONTRACTISA
RATEDORDERUNDER
MARKED DPAS(15CFR700)
□ SEESCHEDULE Net 30 ,rn

15. DELIVERTO CODE FSA-ACQ 16. ADMINISTEREDBY
□ ReQ
□ CODE
□ RFP
IFSA-FS2
US Department of Education
FSA - AcquIsIt,ons6J0 First St NE - su,1e 91F3
WashingtonDC 20202 Federal Student Aid/Mission Support Group
830 First SI NE - Suite 91 F3
Washington DC 20202
17a CONTRACTOR/ CODE 100030774 I FACILITY 18a PAYMENTWILLBEMADEBY CODE I FSA-BUD

OFFEROR. CODE
PENNSYLVANIA HIGHER EDUCATION ASSISTANCE AGENCY Budget Group/Invoice Adrn1n
1200 NORTH 7TH STREET US Department of Educatioo/FSAICFO/BG/FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE, Suite 5461
HARRISBURG PA 17102 Washiogton DC 20202-0001
CAGE· 41UK7
TIN· 231693362 DUNS: 007368703
TELEPHONENO.
□ 17b. CHECKIF REMITTANCE15DIFFERENT
AND PUT SUCHADDRESSIN 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK
□ SEEAODENOUM
n n
"
ITEM NO. '°
AMOUNT
(Use Rever,e and/or Attach Addrtronnl Sheet, m Neces,nry)

25 ACCOUNTINGAND APPROPRIATION
DATA 26 TOTALAWARD AMOUNT (ForGovr UseOnly)

□ 27a SOLICITATION
INCORPORATES
BYREFERENCE
FAR52 lll-l, Sl lll-4 FAR52 lll-J ANDS2 272-5 AREATTACHED.
ADDENDA □ ARE lJ ARENOTATTACHEO
□ 27b lONTI\ACTiPUl\lHASC OHO~ll lNCOI\POI\AHS BY llCCCllCNC~fAll 52 212-4 fAll 52 212-5 ISATTACHW AIJIJCNIJA □ AHC ~ AllC NOT ATTACHW
□ 28. CONTRACTORIS REQUIREDTO SIGNTHIS DOCUMENTAND RETURN

COPIESTO ISSUINGOFFICE.CONTRACTOR AGREESTO FURNISHAND
--- □ 29.AWARDOFCONTRACT, REF. OFFER
DATE YOUR OFFER ON SOLICITATION

OELIVERALL ITEMSSETFORTHOR OTHERWISEIDENTIFIEDABOVEANO ON ANY (BLOCK5), INCLUDINGANY ADDITIONSOR CHANGESWHICH ARE
ADDITIONAL SHEETSSUBJECTTO THETERMSAND CONDITIONSSPECIFIED SETFORTHHEREIN,ISACCEPTEDAS TO ITEMS
30a. SIGNATUREOF OFFEROR/CONTRACTOR 37a. UNITEDSTATESOF AMERICA (S/GNATUREOF CONTRACT/NG
OFFICER)
l(b)(6) D1g1tallysogned by Elvis.Taylor
. I Date 2018032916:11 32-04'00'
30b. NAME AND TITLEOF SIGNER (Type or prim) 30c. DATESIGNED 37b. NAME OF CONTRACTINGOFFICER (Typeorpm,r) 37c.DATESIGNED
Elvis Taylor 202-377-4013
elvis.taylor@ed.gov MAR 29, 2018
AUTHORIZEDFORLOCALREPRODUCTION STANDARD FORM 1449 IREv.2120121

PREVIOUSEDITIONIS NOT USABLE Prescribed by GSA- FAR(48 CFR)53 212
n n
"
ITEM NO. '°
AMOUNT
320. QUANTITY IN COLUMN 21 HAS BEEN
□ RECEIVED □ INSPECTED □ ACCEPTED,AND CONFORMSTO THECONTRACT,EXCEPTAS NOTED
32b. SIGNATUREOF AUTHORIZEDGOVERNMENT 32c. DATE 32d PRINTEDNAME AND TITLEOF AUTHORIZEDGOVERNMENT
32e. MAILING ADDRESSOF AUTHORIZEDGOVERNMENTREPRESENTATIVE 321.TELPHONENUMBEROF AUTHORZEDGOVERNMENTREPRESENTATIVE
32g E-MAILOF AUTHORIZEDGOVERNMENTREPRESENTATIVE
33 SHIPNUMBER 34 VOUCHERNUMBER 35 AMOUNTVERIFIED 36. PAYMENT 37 CHECKNUMBER

CORRECTFOR
IPARTIAL I IFINAL
38 S/R ACCOUNTNO 39 S/RVOUCHERNUMBER 40 PAID BY
41a. I CERTIFYTHIS ACCOUNT 15CORRECTAND PROPERFOR PAYMENT 42a RECEIVED

BY (Print)
41 b. SIGNATUREAND TITLEOF CERTIFYING

OFFICER 41c. DATE
42b. RECEIVED
AT (Location)
42c DATEREC'D (YY/MM/00) 142d.TOTALCONTAINERS
STANDARD FORM 1449 {REV.212012) BACK

ED-FSA-09-0-0014/91003118F0311
SCHEDULE Continued

elvis.taylor@ed.gov

Alternate Contracting Officer Representative{s}:

None

None
0001 Provide funding for Image Repository services, through 1.00 SE 675,000.00 675,000.00

0202M2018.A.2018. ENB00000.6N5.2521 A.AAG.000.
0000.000000
$675,000.00
PAGE 3 OF 3 ED-FSA-09-D-0014/91003118F0311
I 'lL(JUblllUNt;L,MULH f'.V,I 1 UI 3
OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, &30 EDOFSA-18-000377
- - ----
l cmJTfiflCrND . .. J,1,WAl!(J;HIF(TIVF 4 0lillfrl NIJti.llFI! J~sUI 'LI I,\ 111)~~UMUlll 6 ',Oll{.11,\IIUNl,,UC
UiliC ')i\TF
ED-FSA-09-D-0014 91003118F0316
APR 01 2018
,1 NAML I, !fl f;'H0r!F rrnt,'.Arn p\'o co,',',_•,
r 8 OFFFRDllf !JMi
►
7. FOR SOLICITATION Eddie Lowe rni/1, LO(AL 11r,IL
INFORMATION (Al.I.. {202) 377-3714
Edd1e.Lowe@ed.gov
'J ISSUEDBY L0DF I FSA-FS2

-
·c THIS /\C0UISIT!ON IS □ UNf{ESfRIC'C ED OR LJsu ASIDE i, FOR
Un,wd States Department of Educat,on □ SMALL llUSINESS □ WOMEN-OWNED SMALL BUSINESS
Federal Student AnJ/M1ss1onSuppon Group ( 1NOSB) ELIGIBLE UNDER THE \•VrnJEN-0'.'·1NED
83D First St NE - Su,te 91F3 □ HUBZONE SMALL SMALL BUSINESS PROGRAM NAICS
Washington DC 20202 BUSINESS □ E0WOSB
□ SERVICE-DISJ\BLED
VETERAN-0'NNE0
s,zESTANQ!\f{D
SMALL [lLJSINESS □ a (Al
n DFLIVfRY FORFOR0i:STll<A 12 OIOCOUNTTLHMO I J,1. THISCONTRA( I lo ii l3b HAIING
!ION UNL[SOBLOCKIS
MARKLD
O Days □ RATH) ORDERLNDER
DPAS, IS CFR/001
0% J.1 MllHOD OF SOLICITATION
□ 5[[ SCIIEDUL£ ,rn

□ □ □
Net 30 em eec
15.DELIVERTO CODE FSA-ACQ 16 AD\'.INISTFRfl) BY
<ODF IFSA-FS2
11~Deoanmer,1of ,-duca1cc.
LJn,ted Slales Departnwnt of Ed<ic~110r1
f~A Acqc,,s,t,cn, 83'.i f",rst s, Sus~11;cc
'.-'.',ish,"gton r...~ n;nc '" Federal Sludenl A1dlM1ss,on Support Group
830 Firs\ St NE - Suite 91F3
W~sh,n91on DC 20202
17a CONTRACTOR/
coDE 100030774 FAciTitY
I CODE
,s.._rAYMENTl'/111 BF;\\J\[JFBY COD[ I FSA·BUD
OFFEROR
PENNSYLVANIA HIGHER EDUCATION ASSISTANCE /1GENCY Budget Group,'lnvc1ce Admin
1200 NORTH 7TH STREET US Department of Educat·on,FSA.'CF0/8G1FSAA
FINANCIAL MANAGEMENT 5TH FLOOR 830 First Street. NE. Su1le 5491
HARRISBURG PA 17102 Wash,ngton DC 20202-0001
CAGE 41UK7
231693362
'"
ffLFPHONf fJO
DUNS 007368103
□ l lb, CHFCKIF Rf MITTANC[ lo DlffLHLN 1 AND PUI SUCHADDRESSIN rn, SUlJMI I IN\/0ICtcS TO ADDRESS SHOWN IN BLOCK 18d UNLESS BLOCK
orrrn BF.1.0\N IS CHECKED
□ S[f ,\DDENDUM
n n
"
ITFM NO SCHEDULEOF SUPPLiFS;SrnVICFS '° "
0LANlllY UNI! LNIT PRICF "
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Please see contmuat1on page for line item details
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ITtM NO SUPPLIES/SERVICES OUANTIIY UNIT UNIT PRICE ! AMOUNl S
Contracting Officer: Elvis Taylor, 202-377-4013.

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Patricc.Wash1ngton@ecl gov
Alternate Contracting Officer Rcprosentative(s}:

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approximately April 30, 2018
Accounting and Appropm1t1on Data.

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FOIA Production US Department of Education On PSLF Pt. 4

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FOIA Production US Department of Education On PSLF Pt. 4

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OBTAINED BY STUDENT BORROWER PROTECTION CENTER AND AMERICAN FEDERATION OF TEACHERS UNDER THE FREEDOM OF INFORMATION ACT

NOTESAND OBSERVATIONOF ERRORS

FSAhas no servicingopportunity callsfor the month of February 2018.

Vendor Comments and Actions Taken

Granite State has no comments.

FSAReview and Final Results

FSA has no additional comments for this review.

Comprehensive Phone Call Review-January 2018- Final

Servicer: Granite State

Below is a summary of the results of our review.

Passed Calls: 214

Servicing Opportunity Calls: 2

Total Calls Evaluated: 216

NOTESAND OBSERVATIONOF ERRORS

• 80725,l;~l(4l (bl !inbound Calls-lR_300111984520180112, The borrower called to postpone

Vendor Comments and Actions Taken

80718.l)~l)!l I.Inbound Calls-lR_300108307520180111, The in-school deferment application is

FSA Review and Final Results

Comprehensive Phone Call Review- July 2017 - Final

Servicer: Granite State

Below is a summary of the results of our review.

Service Level Target {SLA}: 11 85%

NOTESAND OBSERVATIONOF ERRORS

• 60989, (bl(4l (b)(Bl Inbound Calls-lR_100104075730170727, The borrower called to postpone

• 61166, (bl(4l (bJ(BlOutbound Calls-lR_300180684420170705, The CSRcalled about delinquent

• 62225,!(bl(4l(b)(6J !outbound Calls-lR_100107907530170731, The CSRcalled about delinquent

• 62241,!(bl(4l (bl(6l I.Military-lR_100105063230170727, The borrower called about military

• 6230D,l(bl(4l (b)(Bl lschool-lR_300197298420170720, The borrower called about their account .

Vendor Commentsand ActionsTaken

FSAReview and Final Results

Comprehensive Phone Call Review- June 2017 - Final

Servicer: Granite State

Below is a summary of the results of our review.

Service Level Target {SLA}: 11 85%

NOTESAND OBSERVATIONOF ERRORS

received for processing. However, the CSRindicated an administrative forbearance would be

• 59047,~ Military-lR_300152057020170609, The borrower called about their account. The

• 59219, ~ School-lR_300151348420170608, A school staff called with the borrower about

Vendor Comments and Actions Taken

FSAReview and Final Results

Comprehensive Phone Call Review- March 2018 - Final

Servicer: Granite State

Below is a summary of the results of our review.

Passed Calls: 122

Servicing Opportunity Calls: 0

Total Calls Evaluated: 122

NOTESAND OBSERVATIONOF ERRORS

There were no Servicing Opportunity Calls identified for March 2018.

Vendor Comments and Actions Taken

Granite State has no comments.

FSAReview and Final Results

FSA has no additional comments for this review.

Comprehensive Phone Call Review- November 2017 - Final

Servicer: Granite State

Below is a summary of the results of our review.

Passed Calls: 273

Servicing Opportunity Calls: 4

Total Calls Evaluated: 277

Service Level Target {SLA}: 85%

NOTESAND OBSERVATIONOF ERRORS

• 77325, ~utbound Calls-lR_200135005820171108, The CSRcalled about delinquent

Vendor Commentsand ActionsTaken

• 77145, ~Inbound Calls-lR_200158484330171128; We believe that this representative did