Canada Student Loans Program Service Provider Re-procurement APPENDIX C: CANADA STUDENT LOANS PROGRAM OPERATIONAL VOLUMETRICS Table of Contents SECTION 1: STUDENT LOAN DOCUMENTS 1.1 Channels for Receiving MSFAA Documents and ID Validation 1.2 Electronic Confirmation of Enrolment ECE Portal EI Sign Up and Transactions SECTION 2: DISBURSEMENT 2.1 Documents Received 2.2 Document Exceptions SECTION 3: COMMUNICATIONS TO/FROM BORROWERS 3.1 Forms and Letters 3.2 Outbound Communication Volumes 3.3 Inbound Communication Volumes SECTION 4: ACCOUNT MANAGEMENT 4.1 Payment Statistics 4.2 Loans Returned to Government by Type SECTION 5: CUSTOMER SERVICE CALLS 5.1 Call Centre Inbound 5.2 Call Centre Outbound Default Prevention 5.3 Escalations and Complaint Management 5.4 Call Drivers 5.5 Main Call Details 5.6 Escalated Cases SECTION 6: REPAYMENT ASSISTANCE 6.1 RAP Applications 6.2 Repayment Assistance Plan (RAP) 6.3 RAP Permanent Disability (PD status not on file) 6.4 RAP Permanent Disability (PD status on file) 6.5 Change in Repayment Schedule SECTION 7: INCUMBENT DATA QUANTIFYING CURRENT SOLUTION SIZE AND CONTENTS 7.1 Distinct Client Count Including Archives Active and Dormant 7.2 Loan Products Managed Under a Client Account 7.3 Loan Transactions and Communications 7.4 System Information: Client Variables and Loan Level Variables 7.5 Document Scanning Totals Page 1 of 50
OPERATIONAL VOLUMETRICS FOR CSLP BUSINESS LIFECYCLE WORKLOADS Canada Student Loans Program Service Provider Re-procurement The sections in this document describe volumetric information and Canada Student Loan (CSL) processing volumes and provide statistics that are intended to provide a general understanding of the volume and scope of processing activities. This document is included as an Appendix to the Statement of Work and is based on year-over-year aggregate annual volumes as well as month-over-month volumes by loan year for 2010-11, 2011-12, 2012-13, year to date. SECTION 1: STUDENT LOAN DOCUMENTS Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity 2010-11 2011-12 2012-13 Total number of Cert SLA received 1 836,368 767,417 115,071 Total MSFAA Received - 199,212 393,288 1.1 Channels for Receiving MSFAA documents and ID validation 2 Canada Post 175,779 338,878 Direct Mail-in 23,432 42,353 On campus 1 12,057 Other 0 0 1.2 Electronic Confirmation of Enrolment ECE Portal EI Sign Up As of September 2013 Activity 2013-2014 Total # of Requests for Electronic Confirmation of Enrolment (ECE) Portal uptake with schools 540 Total ECE Portal Sign-up Received 438 # of Portal Accounts Created 417 1 Being replaced by MSFAA. 2 All of the following channels for receiving SFA documents and ID validation are being replaced by Electronic Identity Authentication. Canada Post will be phased out. Page 2 of 50
1.2 Total transactions through the Portal from July 2012 until today: Schedule 1 CSLP Service Provider Re-procurement Complete Pending Outstanding Parked Total Total 78,048 128 666 57 78,899 SK 28,725 15 243 28 29,011 NL 23,137 38 293 0 23,468 YT 160 0 6 0 166 NB 26,026 75 124 29 26,254 Schedule 2 44,100 35 869 0 45,004 Early WD 8,703 13 0 0 8,716 Page 3 of 50
Loan Year for 2010-2011 (August-July) SECTION 1: STUDENT LOAN DOCUMENTS CSLP Service Provider Re-procurement Month-over-Month Volumes by Loan Year for 2010-11 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Total number of Cert SLA received 26,172 253,674 66,502 41,943 33,638 231,188 54,834 38,731 18,183 40,366 19,392 11,745 Total MSFAA Received - - - - - - - - - - - - 1.1 Channels for Receiving SFA documents and ID validation Canada Post 17,060 91,908 57,356 37,607 29,915 81,396 47,444 34,687 16,078 29,486 12,924 9,873 Direct Mail-in 2,081 9,581 5,284 3,998 3,303 5,826 5,184 3,845 1,907 2,020 6,281 1,706 On campus 3,840 102,493 2,175 0 252 136,641 1,995 62 159 8,740 65 20 Other 3,094 49,320 961 46 38 7,101 136 41 5 42 0 11 Month-over-Month Volumes by Loan Year for 2011-12 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL SECTION 1: STUDENT LOAN DOCUMENTS Total number of Cert SLA received 62,253 188,072 63,749 48,502 21,685 214,915 59,643 25,405 16,634 42,148 15,661 8,750 Total MSFAA Received 19,262 15,254 7,158 4,453 3,151 3,421 3,077 1,675 1,301 13,862 47,272 79,326 1.1 Channels for Receiving MSFAA documents and ID validation Canada Post 18,379 14,140 6,481 3,896 2,852 3,069 2,726 1,458 1,135 10,321 41,886 69,436 Direct Mail-in 883 1,114 677 557 299 351 351 217 166 3,541 5,386 9,890 On campus 0 0 0 0 0 1 0 0 0 0 0 0 Page 4 of 50
Month-over-Month Volumes by Loan Year for 2012-13 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL SECTION 1: STUDENT LOAN DOCUMENTS Total number of Cert SLA received 17,864 30,833 14,105 6,437 4,523 16,449 5,959 3,573 2,726 6,041 3,848 2,713 Total MSFAA Received 121,467 67,393 32,654 16,333 12,518 17,024 7,345 5,538 7,811 16,328 30,020 58,857 1.1 Channels for Receiving MSFAA documents and ID validation Canada Post 107,057 53,828 28,465 14,111 10,752 14,955 6,241 4,645 6,695 14,242 26,566 51,321 Direct Mail-in 13,245 5,699 3659 2089 1,679 1,917 1,029 47 41 2,055 3,433 7,460 On campus 1,165 7,866 530 133 87 152 75 846 1,075 31 21 76 Month-over-Month Volumes by Loan Year for Year to Date (August-July) 2013-14 ACTIVITY AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL SECTION 1: STUDENT LOAN DOCUMENTS Total number of Cert SLA received 1,019 2,156 2,425 1,534 839 1,864 1,562 1,135 915 2,892 Total MSFAA Received 60,894 46,773 25,078 13,231 10,341 12,711 7,416 5,941 5,809 9,637 1.1 Channels for Receiving MSFAA documents and ID validation Canada Post 51,888 35,941 21,166 11,297 8,857 10,940 6,281 5,105 4,962 8,404 Direct Mail-in 8850 10,361 3,842 1,909 1,465 1,736 1,113 823 832 1,221 On campus 156 471 70 25 19 35 22 13 15 12 Page 5 of 50
SECTION 2: DISBURSEMENT Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity 2010-11 2011-12 2012-13 2.1 Total Disbursements Received Total Cert SLA Documents Received 3 836,368 767,417 115,071 Total E-Certs received - 181,393 796,061 2.2 Cert SLA t Exceptions 4 Total number of schedule 1t exceptions 94,034 85,061 24,532 Exception - Outstanding Interest Owing 33,229 14,271 4,133 Exception Loan in Class B (Repayment) 33,853 19,637 48,854 Exception Direct Mail 2 ID required 14,996 9,282 3,768 Exception - Missing Student Signature 3,448 2,391 588 Exception - Name on cheque missing/different on certificate 14,247 8,739 4,337 3 The disbursement documents received could contain multiple transactions on the one document. 4 The disbursement exceptions are reflective of both paper and electronic processing in current state and represent a sample of the top five reasons. Page 6 of 50
66,502 41,943 33,638 231,188 54,834 38,731 18,183 40,366 19,392 11,745 SECTION 2: DISBURSEMENT Month-over-Month Volumes by Loan Year for 2010-11 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 2.1 Total Disbursement Received Total Cert SLA 26,172 253,674 Received 5 Total E- Certs - - - - - - - - - - - - received 2.2 Disbursement Exceptions Total number of Cert SLA exceptions 3,740 22,763 9,568 8,593 6,546 14,830 8,047 6,614 3,296 4,176 3,361 2,500 Mon th-o 5 These documents could contain multiple transactions on the one document Page 7 of 50
umes by Loan Year for 2010-11 (August-July) SECTION 2: DISBURSEMENT Month-over-Month Volumes by Loan Year for 2011-12 (August-July) 2.1 Documents Received: Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Schedule 1s Received (#) 62,253 188,072 63,749 48,502 21,685 214,915 59,643 25,405 16,634 42,148 15,661 8,750 E-Certs 20,724 26,731 16,389 8,838 24,449 35,267 13,776 7,084 4,841 16,688 3,779 2,827 MSFAA Received (#) 19,262 15,254 7,158 4,453 3,151 3,421 3,077 1,675 1,301 13,862 47,272 79,326 2.2 Document Exceptions: Schedule 1s Exceptions (#) 7,641 17,844 9,422 9,676 4,114 11,917 7,609 4,256 3,113 5,365 2,412 1,692 e-certs Exceptions (#) 1,591 1,561 1,212 1,242 1,055 1,816 886 424 249 526 155 180 MSFAA Exceptions (#) 1,407 1,101 658 518 321 393 396 241 153 3,510 8,014 11,857 Month-over-Month Volumes by Loan Year for 2012-13 (August-July) 2.1 Documents Received: Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Schedule 1s Received (#) 17,864 30,833 14,105 6,437 4,523 16,449 5,959 3,573 2,726 6,041 3,848 2,713 e-certs 35,307 257,833 65,373 28,856 92,171 204,632 21,248 13,283 11,760 48,429 9,932 7,237 MSFAA Received (#) 121,467 67,393 32,654 16,333 12,518 17,024 7,345 5,538 7,811 16,328 30,020 58,857 2.2 Document Exceptions: Schedule 1s Exceptions (#) 2,949 4,468 3,524 1,914 1,131 3,057 1,638 1,274 874 1,656 1,097 950 e-certs Exceptions (#) 2,118 16,025 5,643 4,122 2,495 14,798 2,867 1,798 999 2,767 777 638 MSFAA Exceptions (#) 14,436 6,699 4,170 2,533 1,783 2,043 1,017 746 999 1,941 3,487 6,890 Page 8 of 50
SECTION 2: DISBURSEMENT Month-over-Month Volumes by Loan Year for Year to Date 2013-14 (August-July) 2.1 Documents Received: Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Schedule 1s Received (#) 1,019 2,156 2,425 1,534 839 1,864 1,562 1,135 915 2,892 e-certs 175,042 189,660 71,714 30680 231669 214663 21840 16849 26369 38780 MSFAA Received (#) 60,894 46,773 25,078 13,231 10,341 12,711 7,416 5,941 5,809 9,637 2.2 Document Exceptions: Schedule 1s Exceptions (#) 349 717 832 544 279 933 670 455 386 796 e-certs Exceptions (#) 11,137 15,000 6,853 5,214 2,828 14,628 2,778 1,980 1,538 2,126 MSFAA Exceptions (#) 6,491 7,276 2,915 1,571 1,527 1,388 821 673 696 4,980 Data provided to date for 2013-14 Page 9 of 50
SECTION 3: CORRESPONDENCE TO/FROM BORROWERS Year-over-Year Aggregate Annual Volumes By Loan Year August-July 1 Forms and Letters Forms and Letters Total # of Letters= 193 # of Pages: Schedule 1 Cert/SLA 8 pages front and back # of Pages: Schedule 2 Confirmation of Enrolment 10 pages front and back # of Pages: Part-Time Student Loan and/or Grant Application 6 pages # of Pages: Part-Time Student Loan Agreement 6 pages with the instruction sheet 3.2 Outbound Communication Volumes Activity 2010-11 2011-12 2012-13 Annual tax statements 813,227 929,631 1,323,935 Post-Secondary Commencement Date letter 921,478 1, 041,675 1, 021,986 Post-Secondary End date letter 561,019 553,763 579,248 Consolidation letters 263,942 295,214 295,510 Repayment Assistance Plan (RAP) Rejection letters 6 51,509 63,718 51,591 RAP expiry letters 36,155 28,670 66,457 15 day arrears letters 367,737 280,793 254,623 45 day arrears letters 143,106 116,518 107,113 75 day arrears letters 85,180 81,692 86,636 180 day arrears letters 84,197 61,443 66,969 Switch from in-repayment to in-study status letters 13,051 10,812 9,157 Restriction Notice - ZM 0 0 1,134 Restriction Notice - W 0 0 1,979 Repayment Assistance Plan Recovery 0 0 552 Grant Letters (GLIS, GP) 2,508 3,091 3,484 Grant Letters (GPHL) 893 1,859 9,614 Proof of Income (POI) Reminder Letters 24,368 34,007 35,586 Repayment Assistance Plan / Revision of Terms 389,016 436,608 375,858 6 Rejection letter is not necessarily a refusal. Page 10 of 50
Confirmation of Approval 217,379 260,312 296,325 Education Institution 10,629 5,207 3,004 Repayment Assistance Plan (RAP) Refusals 44,468 42,955 52,747 Revision of Terms 948 41 138 Miscellaneous Letters (reprints, etc.) 262,284 262,815 265,939 Proof of Income 10,540 22,659 33,432 Accounting - Cheque Letters 64,020 103,103 46,946 Repayment Assistance Services 1,207 1,817 1,820 Repayment Assistance Plan (RAP) Expiry 12,273 7,361 6,469 Miscellaneous Letters - Other 19,017 40,914 21,564 Letter Production 0 133 0 Preauthorized payment (PAPP) 0 133 188 Loan Administration Services 0 133 1,430 Payment Processing 0 0 1,259 Process Issue Resolution 0 93 0 4,400,151 5,022,693 4,687,170 TOTAL 3.3 Inbound Communication Volumes Number of E-mail inquiries received 15,745 17,645 19,523 Number of letters received 3,599 3,095 2,844 Total number of faxes received 328,278 410,351 345,516 Incoming Volume 1,057,258 1,401,868 883,473 Incoming Cheques 55,882 82,490 77,112 Page 11 of 50
Section 3.2 Outbound Communication Volumes 2010-2011 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Annual Tax Statements 1,655 1,881 1,342 1,252 904 151,525 627,270 13,541 8,042 3,373 1,129 1,313 Post-Secondary Commencement Date letter 9,523 248,916 101,714 84,023 40,750 167,034 84,946 51,581 28,332 48,870 35,726 20,063 Post-Secondary End Date letter 4,796 3,426 3,354 48,784 2,815 2,859 3,660 354,830 39,640 20,697 10,989 65,169 Consolidation Letters 0 27,486 159,726 0 0 0 21,110 5,171 9,128 0 36,438 4,883 Repayment Assistance Plan (RAP) Rejection letters 7,381 8,508 5,967 14,080 13,399 9,159 9,654 13,274 10,942 10,2365 11,021 10,613 RAP expiry letters 2,507 2,998 5,076 2,228 3,334 3,347 2,459 3,455 2,703 1,780 3,163 3,105 15 day arrears letters 26,715 25,791 26,370 21,144 49,865 41,160 40,995 41,125 24,154 19,410 26,110 24,898 45 day arrears letters 9,501 12,646 10,432 9,710 14,940 21,525 12,276 12,039 8,960 8,871 9,341 12,865 75 day arrears letters 6,907 6,191 8,075 6,269 6,081 6,128 12,803 7,825 6,933 5,167 6,611 6,190 180 day arrears letters 3,645 2,816 2,982 2,712 44,254 3,147 4,356 3,412 2,628 2,581 7,533 4,131 Switch from in-repayment to in-study status letters 93 44 192 5,985 4,224 464 411 943 248 71 75 301 Restriction Notice - ZM Restriction Notice - W Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) 92 305 327 175 423 358 828 Grant Letters (GPHL) 0 0 64 0 599 90 140 Proof of Income (POI) Reminder Letters 3,837 3,447 3,493 3,600 2,642 4,106 3,243 Repayment Assistance Plan / Revision of Terms 26,362 26,100 38,213 41,215 34144 34,486 31,655 33,286 31,535 33,818 24382 33,820 Confirmation of Approval 14,092 16,480 12,080 24,987 18,381 17,718 16,907 19,980 16,340 23,787 20,662 15,965 Page 12 of 50
2010-2011 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Education Institution 258 1,045 1,279 1,531 1,047 1,389 764 787 513 893 645 478 Repayment Assistance Plan (RAP) Refusals 6,074 6,675 6,341 4,022 2,433 2531 2538 2852 2627 2927 3,154 2294 Revision of Terms 137 54 29 91 166 252 14 161 8 11 16 9 Miscellaneous Letters (reprints, etc.) 24,752 24,669 28,806 27,542 21,593 17,741 16,580 19,437 32,371 18,587 13,985 16,221 Proof of Income 0 0 0 1,259 911 957 944 1,350 891 1,524 1,572 1,132 Accounting - Cheque Letters 1,402 8,971 7,256 6,301 4,223 13,117 6,031 4,717 2,821 4,136 3,011 2,034 Repayment Assistance Services 89 109 95 57 86 83 121 100 70 100 161 136 Repayment Assistance Plan (RAP) Expiry 815 786 924 630 756 1412 972 1300 1144 1329 1011 1194 Miscellaneous Letters - Other 774 936 1071 1,763 1,232 1999 1986 2022 1576 1936 1783 1939 Letter Production Preauthorized payment (PAPP) Loan Administration Services Payment Processing Process Issue Resolution Totals 147,478 426,528 421,324 305,585 265,538 493,090 892,898 584,291 224,525 203,600 212,475 222,819 4,400,151 Page 13 of 50
2011-2012 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Annual Tax Statements 2,211 1,490 1,398 1,617 1,180 201,179 691,270 13,750 7,261 4,648 1,832 1,795 Post-Secondary Commencement Date letter 13,478 244,137 117,856 95,897 40,429 225,628 115,546 41,588 30,059 60,314 38,250 18,493 Post-Secondary End Date letter 5,488 3,164 3,186 52,122 2,881 2,810 4,252 352,275 23,669 22,969 10,812 70,135 Consolidation Letters 7,034 1,547 175,709 24,694 11,214 0 26,189 4,769 0 36,301 7,757 0 Repayment Assistance Plan (RAP) Rejection letters 11,563 7,899 9,673 20,501 12,113 10,338 10,041 10,266 9,509 12,917 10,553 7,547 RAP expiry letters 2,500 2,439 2,191 2,371 2,673 2,845 3,462 2,084 2,449 2,243 1,956 1,457 15 day arrears letters 27,550 27,040 18,816 18,365 35,514 24,153 46,018 18,579 17,447 5,777 23,710 17,824 45 day arrears letters 10,050 13,846 7,789 7,876 6,942 14,527 18,790 8,604 6,301 7,331 6,705 7,757 75 day arrears letters 7,715 6,604 8,835 6,633 6,477 94 18,957 8,021 6,735 98 6,431 5,092 180 day arrears letters 3,781 3,134 3,441 3,118 3,829 3,214 4,563 3,313 3,201 18,605 7,197 4,047 Switch from in-repayment to in-study status letters 82 43 193 6,689 1,122 658 520 829 276 85 72 243 Restriction Notice - ZM Restriction Notice - W Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) 218 83 0 0 0 233 327 896 681 240 127 286 Grant Letters (GPHL) 54 54 0 0 0 431 11 414 0 777 0 118 Proof of Income (POI) Reminder Letters 3,034 3,583 2,529 2,215 4,819 3,071 2,514 2,616 2,081 2,165 2,961 2,419 Repayment Assistance Plan / Revision of Terms 32,542 27,043 42,450 43,592 38,682 38,010 36,496 34,944 33,274 37,759 34,670 37,146 Confirmation of Approval 19,375 18,217 14,929 27,211 24,996 23,429 19,844 21,733 16,251 30,609 22,040 21,678 Education Institution 390 656 1,009 427 509 641 221 468 282 330 139 135 Page 14 of 50
2011-2012 Activity Repayment Assistance Plan (RAP) Refusals AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 3,036 2,890 2,664 4,516 4,078 3861 3409 3526 2859 4841 3392 3883 Revision of Terms 6 2 5 9 4 0 6 4 0 1 4 0 Miscellaneous Letters (reprints, etc.) 18,904 17,276 21,334 25,761 20,110 19,451 18,726 21,682 34,255 22,132 22,241 20,943 Proof of Income 1,555 1,531 1,243 2,239 1,883 1,913 1,898 1,872 1,396 2,830 2,198 2,101 Accounting - Cheque Letters 4,484 25,960 17,181 7,720 5,154 15,046 9,904 4,842 2,944 4217 3,482 2,169 Repayment Assistance Services 151 124 135 118 80 100 104 79 82 277 320 247 Repayment Assistance Plan (RAP) Expiry 1099 1247 915 480 470 629 404 484 358 402 477 396 Miscellaneous Letters - Other 2926 17082 2013 1,945 3,530 2084 1829 1785 1768 2093 1874 1985 Letter Production 26 34 73 0 0 0 0 Preauthorized payment (PAPP) 26 34 73 0 0 0 0 Loan Administration Services 26 34 73 0 0 0 0 Payment Processing Process Issue Resolution 69 18 6 179,226 427,160 455,512 356,122 228,689 584,531 1,025,774 549,658 193,863 267,270 198,839 220,526 4,687,170 Page 15 of 50
2012-2013 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Annual Tax Statements 2,342 1,295 1,904 1,282 1,099 152,230 1,133,915 13,124 7,861 5,091 1,730 2,062 Post-Secondary Commencement Date letter 17,051 256,197 148,918 34,303 33,681 305,326 58,876 30,217 20,881 69,545 29,942 17,049 Post-Secondary End Date letter 4,953 3,158 3,602 55,280 2,792 2,787 4,315 350,000 48,098 20,814 9,883 73,566 Consolidation Letters 13,064 0 174,331 14,093 0 30,761 5,809 5,551 0 38,456 0 13,445 Repayment Assistance Plan (RAP) Rejection letters 9,822 5,890 13,104 12,971 8,520 11,623 10,041 8,399 7,671 11,698 8,029 8,618 RAP expiry letters 1,816 1,521 2,085 1,735 1,863 3,444 1,749 1,758 44,076 2,172 2,068 2,170 15 day arrears letters 26,089 19,669 454 24,184 30,503 26,611 26,917 22,583 19,805 18,078 18,944 20,786 45 day arrears letters 7,597 10,068 8,026 8,561 6,563 15,791 9,240 8,530 7,438 8,502 7,421 9,376 75 day arrears letters 6,907 6,437 8,415 6,835 6,553 6,020 12,847 7,064 7,547 6,202 6,516 5,293 180 day arrears letters 3,412 2,530 26,149 2,662 3,558 3,322 4,780 3,628 3,404 2,879 6,935 3,710 Switch from in-repayment to in-study status letters 124 36 222 5,097 726 823 341 628 218 94 72 776 Restriction Notice - ZM 28 34 122 57 31 39 561 145 117 Restriction Notice - W 165 266 205 278 194 219 171 270 211 Repayment Assistance Plan Recovery 12 29 63 68 60 51 103 79 87 Grant Letters (GLIS, GP) 338 22 458 521 156 456 415 398 121 154 160 285 Grant Letters (GPHL) 34 0 30 66 0 73 0 171 0 53 3,900 5,287 Proof of Income (POI) Reminder Letters 2,755 2,309 2,136 2,273 4,951 3,080 3,181 2,673 2,852 2,711 3,900 2,765 Repayment Assistance Plan / Revision of Terms 38,455 28,837 49,869 48,248 36,595 42,415 34,838 32,155 21,377 14,775 12,772 15,522 Confirmation of Approval 20,875 18,853 17,951 35,086 23,104 26,774 19,922 24,621 21,093 37,481 23,370 27,195 Education Institution 90 532 565 541 209 284 78 234 191 184 89 7 Page 16 of 50
2012-2013 Activity Repayment Assistance Plan (RAP) Refusals AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 3,571 3,140 2,896 5,028 3,651 5051 3795 4134 4162 6803 5125 5391 Revision of Terms 60 0 20 52 0 0 1 2 3 0 0 0 Miscellaneous Letters (reprints, etc.) 28,747 21,853 28348 24,377 18,251 20,386 17,026 20,577 20,276 25,340 18,644 22,114 Proof of Income 1,965 1,809 1,692 3,386 2,060 3,068 2,509 3,117 2,266 4,237 3,555 3,768 Accounting - Cheque Letters 2,779 5,757 6,687 3,097 2,110 9,719 3,113 2,680 1,953 3,412 2,558 3,081 Repayment Assistance Services 175 144 239 194 77 202 113 133 185 131 110 117 Repayment Assistance Plan (RAP) Expiry 371 422 753 433 518 593 458 518 528 484 654 737 Miscellaneous Letters - Other 1801 1765 2122 3,782 1573 1514 1486 1500 1521 1572 1548 1380 Letter Production 0 0 0 0 0 0 0 0 0 0 0 0 Preauthorized payment (PAPP) 168 0 3 0 0 0 0 0 0 0 0 17 Loan Administration Services 168 0 3 0 229 342 435 172 48 33 0 0 Payment Processing 69 476 306 408 Process Issue Resolution 195,529 392,244 500,982 294,292 189,671 661,826 1,346,750 536,613 236,411 270,710 160,810 236,855 5,022,693 Page 17 of 50
2013 Activity AUG SEP OCT NOV DEC Annual Tax Statements 1,854 1,882 2,118 1,406 1,182 Post-Secondary Commencement Date letter 14,039 321,982 137,007 59,187 33,813 Post-Secondary End Date letter 5,031 3,080 3,761 59,265 3,473 Consolidation Letters 8,173 0 166,613 12,788 0 Repayment Assistance Plan (RAP) Rejection letters 6,336 6,362 9,615 10,151 9,153 RAP expiry letters 1,709 1,786 1,900 1,384 1,592 15 day arrears letters 27,012 20,083 17,792 19,568 26,602 45 day arrears letters 8,477 9,907 8,293 7,911 6,690 75 day arrears letters 7,181 6,585 7,476 6,357 5,385 180 day arrears letters 3,691 2,833 3,221 2,553 3,450 Switch from in-repayment to in-study status letters 64 26 230 4,035 1,074 Restriction Notice - ZM 40 134 30 36 36 Restriction Notice - W 239 170 237 165 286 Repayment Assistance Plan Recovery 95 75 73 76 66 Grant Letters (GLIS, GP) 61 16 501 248 231 Grant Letters (GPHL) 2 0 1,060 0 7,257 Proof of Income (POI) Reminder Letters 3,207 2,311 2,548 2,049 5,975 Repayment Assistance Plan / Revision of Terms 14,037 11,968 13,094 19,424 13,806 Confirmation of Approval 21,170 21,450 19,640 44,777 26,929 Education Institution 49 166 140 261 211 Page 18 of 50
2013 Activity Repayment Assistance Plan (RAP) Refusals AUG SEP OCT NOV DEC 4591 4857 4708 8164 6358 Revision of Terms 0 0 0 0 0 Miscellaneous Letters (reprints, etc.) 19,006 20,952 23,057 23,109 18,892 Proof of Income 3,087 3,453 3,190 5,780 4,560 Accounting - Cheque Letters 2,702 5,670 4,063 3,157 2,987 Repayment Assistance Services 103 107 86 109 73 Repayment Assistance Plan (RAP) Expiry 641 413 697 544 807 Miscellaneous Letters - Other 2855 1543 1502 2,048 1,415 Letter Production 0 0 0 0 0 Preauthorized payment (PAPP) 0 0 0 0 1 Loan Administration Services 0 87 189 173 148 Payment Processing 214 291 204 275 176 Process Issue Resolution 149,458 441,959 423,595 284,967 173,573 1,473,552 Page 19 of 50
3.3 Inbound Communication Volumes 2010-2011 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Number of E-mail inquiries received 1,203 1,782 1,533 1,319 1,373 1,283 489 1,410 1,223 1,299 1,517 1,314 Number of letters received (Borrower Correspondence) 310 394 350 413 288 273 307 329 267 267 205 196 Total number of faxes received 22,530 23,213 31,369 29,903 24,716 25,958 22,782 24,438 29,335 29,298 32,160 32,576 Incoming Volume 39,441 236,067 71,235 45,802 29,943 270,947 85,494 72,394 47,831 79,641 33,227 45,236 Incoming Cheques 9,875 9,755 9,920 7,403 7,539 3,723 7,667 1,460,762 2011-2012 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Number of E-mail inquiries received 1,957 1,564 1,753 2,092 990 1,611 1,568 1,185 1,184 1,415 1,113 1,213 Number of letters received (Borrower Correspondence) 273 246 240 344 235 255 341 226 239 274 189 233 Total number of faxes received 28,992 32,479 38,477 44,815 33,920 38,076 33,136 30,184 29,209 33,751 34,015 33,297 Incoming Volume 65,690 256,701 113,188 103,919 64,126 261,289 82,602 63,525 48,056 87,548 101,615 153,609 Incoming Cheques 7,076 5,129 6,177 8,345 7,099 8,586 8,339 7,457 6,511 5,405 5,590 6,776 1,915,449 Page 20 of 50
2012-2013 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Number of E-mail inquiries received 1,687 1,662 2,222 1,285 1,107 2,157 1,424 1,216 1,469 1,869 1,476 1,949 Number of letters received (Borrower Correspondence) 319 258 331 218 225 281 177 219 218 191 199 208 Total number of faxes received 33,270 32,132 39,166 39,125 33,004 38,270 27,844 24,117 23,716 18,283 18,114 18,475 Incoming Volume 188,540 136,671 91,862 86,678 52,491 69,632 44,979 41,606 40,189 42,454 55,667 32,704 Incoming Cheques 6,581 4,693 6,797 7,034 6,217 8,427 7,666 6,990 6,500 5,544 5,266 5,397 1,328,468 2013 Activity AUG SEP OCT NOV DEC Number of E-mail inquiries received 1,475 2,204 2,366 2,072 1,829 Number of letters received (Borrower Correspondence) 189 189 276 167 142 Total number of faxes received 21,721 23,756 23,291 22,021 24,659 459,517 Page 21 of 50
SECTION 4: ACCOUNT MANAGEMENT Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity 2010-11 2011-12 2012-13 4.1 Payment Statistics Confirmation of enrolment documents processed 584,972 577,940 678,083 Early Withdrawal 7 76,653 77,012 95,233 Payments Processed 6,708,121 6,456,585 7,635,876 Deposit Acceleration 4,193 3,491 3,166 Cheques 102,481 90,729 80,971 Internet Payments 1,314,047 1,393,150 1,594,870 Pre-authorized Debit 5,042,730 4,709,309 5,671995 Manual PAD 244,436 259,373 284,550 Interac Payments 234 282 324 Total PAD and Cheque Returns 223,340 226,497 234,842 Payment Return - Non-sufficient funds 172,621 175,394 184,577 Payment Return - Payment Stopped 18,172 18,734 18,320 Payment Return - Account Closed 14,436 14,683 15,699 Payment Return - Funds not cleared 6,867 6,625 6,205 4.2 Loans Returned to Government by Type Default > 270 days delinquent 39,590 38,293 36,542 Death 374 410 383 Severe Permanent Disability 532 392 476 7 Early withdrawal could also include switch to part-time. Page 22 of 50
SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for 2010-2011 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 11,634 225,673 82,283 44,066 23,426 29,833 28,942 36,306 33,415 30,766 23,409 15,219 Early Withdrawal 2,537 10,426 5,860 6,090 5,570 4,176 11,231 10,467 6,293 5,110 5,068 3,825 Payments Processed 943,713 533,109 146,576 973,260 562,047 576,260 558,379 583,455 587,700 529,405 555,787 158,430 Deposit Acceleration 433 344 365 382 375 315 326 344 341 361 298 309 Cheques 10,856 6,428 7,604 11,721 9,399 7,645 9,084 9,902 9,882 8,633 4,905 6,422 Internet Payments 99,187 100,173 98,044 108,284 107,763 108,397 102,547 124,080 146,983 95,486 112,271 110,832 Pre-authorized Debit 813,561 406,528 21,116 830,648 422,288 438,040 427,356 427,721 410,056 407,074 417,041 21,301 Manual PAD 19,676 19,605 19,422 22,198 22,186 21,845 19,051 21,374 20,438 17,851 21,254 19,536 Interac Payments 31 25 27 36 18 15 34 - - 18 30 Total PAD and Cheque Returns 19,477 20,230 15,947 16,208 30,704 22,246 20,921 18,649 14,531 13,204 17,012 14,211 Payment Return - Non-sufficient funds 15,223 16,230 12,338 13,000 22,843 17,017 16,362 14,796 10,799 10,001 13,202 10,810 Payment Return - Payment Stopped 1,194 1,654 1,465 1,233 1,923 1,784 1,859 1,661 1,111 1,273 1,624 1,391 Payment Return - Account Closed 1,354 1,029 921 907 3,201 1,405 1,138 806 1,040 761 927 947 Payment Return - Funds not cleared 613 572 476 534 805 749 581 643 499 483 545 367 4.2 Loans Returned to Government by Type Default > 270 days delinquent 2,137 5,225 3,410 3,078 3,792 3,748 2,153 2,611 3,238 4,687 2,906 2,605 Death 22 25 13 27 46 30 37 24 38 55 41 16 Severe Permanent Disability 13 22 40 20 42 45 52 17 48 52 37 36 Page 23 of 50
SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for 2011-2012 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 29,645 186,962 81,219 62,366 23,342 29,833 28,942 36,306 29,378 31,319 23,409 15,219 Early Withdrawals 3,771 8,816 5,593 8,708 4,341 4,176 11,231 10,467 5,569 5,447 5,068 3,825 Payments Processed 988,379 557,019 549,963 625,221 170,577 576,260 558,379 583,455 159,572 973,543 555,787 158,430 Deposit Acceleration 334 287 281 326 313 315 326 344 305 304 298 309 Cheques 8,276 5,763 6,787 9,106 6,832 7,645 9,084 9,902 6,825 9,182 4,905 6,422 Internet Payments 125,759 115,128 118,003 124,694 118,402 108,397 102,547 124,080 110,494 122,543 112,271 110,832 Pre-authorized Debit 830,586 412,090 403,854 468,153 22,617 438,040 427,356 427,721 21,598 818,952 417,041 21,301 Manual PAD 23,383 23,729 21,013 22,917 22,388 21,845 19,051 21,374 20,338 22,545 21,254 19,536 Interac Payments 41 22 25 25 25 18 15 34 12 17 18 30 Total PAD and Cheque Returns 20,175 19,901 15,019 16,368 31,207 22,246 20,921 18,649 15,035 15,753 17,012 14,211 Payment Return - Non-sufficient funds 15,824 15,846 11,614 13,128 22,915 17,017 16,362 14,796 11,312 12,568 13,202 10,810 Payment Return - Payment Stopped 1,344 1,673 1,466 1,259 2,068 1,784 1,859 1,661 1,388 1,217 1,624 1,391 Payment Return - Account Closed 1,395 1,063 903 829 3,421 1,405 1,138 806 1,056 793 927 947 Payment Return - Funds not cleared 560 538 361 484 740 749 581 643 464 593 545 367 4.2 Loans Returned to Government by Type Default > 270 days delinquent 2,731 5,734 3,556 3,135 2,760 2,940 2,683 2,988 2,385 3,811 2,994 2,576 Death 14 39 25 56 37 30 34 40 41 31 29 34 Severe Permanent Disability 32 33 27 41 52 15 47 45 32 22 19 27 Page 24 of 50
SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for 2012-2013 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 36,357 257,230 93,134 38,148 39,416 39,463 45,926 26,146 34,234 37,549 17,201 13,279 Early Withdrawal 4,957 8,144 9,190 7,536 8,863 5,662 13,440 6,657 8,033 5,413 10,258 7,080 Payments Processed 602,973 159,678 998,505 637,196 625,164 1,045,779 593,576 185,063 1,007,611 599,400 170,450 1,010,481 Deposit Acceleration 260 218 284 232 243 300 277 271 225 329 298 229 Cheques 6,491 4,257 7,917 7,628 6,769 7,165 7,627 7,076 7,697 6,103 4,907 7,334 Internet Payments 135,956 117,291 149,996 130,069 132,766 131,919 126,431 131,455 132,004 143,272 124,310 139,401 Pre-authorized Debit 433,629 17,564 813,315 471,717 463,169 882,836 437,663 23,680 844,485 426,864 19,320 837,753 Manual PAD 26,605 20,321 26,966 27,525 22,201 23,533 21,549 22,544 23,168 22,810 21,593 25,735 Interac Payments 32 27 27 25 16 26 29 37 32 22 22 29 Total PAD and Cheque Returns 22,369 16,859 19,046 16,990 26,713 27,158 22,108 18,088 17,612 16,284 15,050 16,565 Payment Return - Non-sufficient funds 17,486 13,174 15,527 13,512 19,329 22,119 17,599 14,284 13,972 12,839 11,354 13,382 Payment Return - Payment Stopped 1,646 1,481 1,563 1,514 1,784 1,636 1,835 1,630 1,189 1,359 1,486 1,197 Payment Return - Account Closed 1,774 1,051 937 972 3,589 1,290 1,189 903 1,111 882 1,112 889 Payment Return - Funds not cleared 453 335 473 352 482 1,038 550 496 561 538 398 529 4.2 Loans Returned to Government by Type Default > 270 days delinquent 2,317 5,482 3,107 2,707 1,994 2,760 2,289 3,073 3,113 4,055 2,967 2,678 Death 33 26 29 42 24 42 34 39 24 37 29 24 Severe Permanent Disability 32 17 25 62 44 23 34 44 53 54 51 37 Page 25 of 50
SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for Year to Date (August-July) 2013-2014 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 75,494 282,970 41,308 34,555 30,600 Early Withdrawal 2,929 10,681 8,155 6,321 5,324 Payments Processed 186,920 1,024,308 211,927 193,427 1,131,423 Deposit Acceleration 204 215 242 187 180 Cheques 4,816 5,467 6,557 5,781 6,627 Internet Payments 138,952 146,099 156,436 142,369 152,116 Pre-authorized Debit 18,206 843,675 17,326 16,440 933,165 Manual PAD 24,706 28,829 31,336 28,632 39,325 Interac Payments 36 23 30 18 10 Total PAD and Cheque Returns 22,771 23,867 23,124 18,241 41,781 Payment Return - Non-sufficient funds 17,510 19,894 19,152 14,733 33,766 Payment Return - Payment Stopped 2,151 1,667 1,883 1,563 2,066 Payment Return - Account Closed 1,750 1,061 1,150 1,005 3,521 Payment Return - Funds not cleared 425 568 466 395 887 4.2 Loans Returned to Government by Type Default > 270 days delinquent 2,988 5,228 3,184 3,336 2,580 Death 50 23 42 22 30 Severe Permanent Disability 45 36 57 48 37 Page 26 of 50
SECTION 5: CUSTOMER SERVICE - CALLS Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity 2010-11 2011-12 2012-13 5.1 Call Centre Inbound Total Number of Inbound Calls HIT the Telephony System 2,709,093 2,899,209 3,067,785 Customer Serving Time (Average call in Seconds) 417.77 435.00 416.64 Number of calls into French queue 52,202 54,687 66,211 Number of calls into English queue 2,582,550 2,846,877 3,041,169 Calls completed in interactive voice response 374,840 385,591 465,919 Calls handled by agents 1,888,337 1,944,591 2,145,772 TTY calls received 14,224 24,704 33,652 Collect calls received 8 8,398 11,055 11,882 5.2 Call Centre Outbound - Default prevention Number of telephone calls initiated 2,055,668 2,220,661 2,317,588 5.3 Escalations 9 and Complaint Management Number of ministerial cases received 28 21 44 Number of cases received from MP line 29 43 23 Number of calls transferred to CSLP 46,232 36,665 31,940 5.4 Call Drivers Customer question received 828,348 767,472 910,848 Customer question due to letter received 48,097 56,532 34,526 Customer returning call 14,138 23,254 36,214 Customer second call for same issue 12,221 16,997 11,961 Customer requesting escalation to senior agent 656 217 290 Customer unable to pay 154,365 108,391 99,703 Media/Government calls 3,481 3,985 4,414 School calls 2,891 3,346 3,068 Financial Institution calls 119 81 252 8 International calls may be collect calls. 9 Escalation reasons include: RAP, Credit Bureau, PAPP, Disbursement, General Business Related, Payment Processing, Restrictions, Consolidations & Repayment, RTG and Privacy. Page 27 of 50
5.5 Main Call Details Activity 2010-2011 2011-2012 2012-2013 Disbursement discussion 125,577 136,509 121,454 Payments and pre-approved payment plan setup/change 154,558 166,351 184,659 Address and account information updates 111,561 86,998 76,067 Balance on account discussion 88,379 71,924 72,757 RAP general questions or exceptions discussion 82,083 70,157 64,372 RAP pre-qualification call 54,615 55,877 63,185 Payout 29,859 33,415 37,743 Confirmation of Enrolment (COE)/ End of Study (EOS) 46,144 44,272 43,073 Debt Reduction & Repayment (DRR)/Revision of Terms (ROT) (e.g. RAP) 55,909 47,893 56,104 5.5 Escalated Calls 631 786 1,317 Page 28 of 50
SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for 2010-11 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls HIT the Telephony System 174,864 279,973 287,765 234,402 233,520 244,939 218,595 224,696 197,913 202,941 208,871 200,614 Customer Serving Time (Seconds) 397.10 412.00 426.00 416.00 434.00 420.14 428.63 413.58 381.89 409.66 456.11 418.42 Number of calls into French queue 3,842 6,546 4,957 4,664 4,863 4,833 2,785 5,018 3,478 3,642 3,591 3,983 Number of calls into English queue 171,022 273,427 282,808 229,738 228,657 225,521 160,520 252,689 172,887 161,254 227,738 196,289 Calls completed in interactive voice response 22,377 36,276 31,629 25,936 24,212 23,652 23,843 97,056 21,832 20,696 23,715 23,616 Calls handled by agents 120,648 200,981 188,387 160,762 161,744 160,622 151,635 189,418 127,305 119,104 160,229 142,502 TTY calls received 973 1,698 1,147 1,133 1,122 1,284 1,281 1,473 1,000 960 1,132 1,021 Collect calls received 458 553 818 882 774 654 746 1,013 654 597 753 496 5.2 Call Centre Outbound- Default prevention Number of telephone calls initiated 114,219 139,518 301,397 223,069 202,306 179,861 178,503 150,783 111,967 123,801 168,927 161,317 First contact attempt % 73.99 64.42 56.57 55.08 59.07 62.81 62.27 65.29 68.79 66.09 63.20 60.87 Second contact attempt % 24.10 30.11 27.15 31.01 29.04 30.32 30.45 28.85 27.99 29.26 29.00 30.90 Third contact attempt % 1.90 5.46 16.28 13.91 11.89 6.87 7.27 5.86 3.23 4.65 7.81 8.23 5.3 Escalations and Complaint Management Number of ministerial cases received 0 1 2 5 0 4 2 4 4 3 3 0 Number of cases received from MP line 3 5 6 1 6 5 1 8 1 5 4 4 Number of calls transferred to CSLP 3,596 4,237 3,434 3,568 2,860 4,131 3,506 4,481 3,858 4,129 4,089 4,343 5.4 Call Drivers Customer question 51,983 82,945 74,558 72,057 65,399 71,471 61,562 85,344 60,480 58,078 78,763 65,708 Customer question due to letter received 3,366 4,335 5,735 3,747 3,146 3,222 2,992 4,240 3,218 4,161 4,873 5,062 Customer returning call 480 1,424 1,820 1,413 833 858 843 1,415 797 1,280 1,759 1,216 Customer second call for same issue 429 1,102 1,146 1,296 1,194 962 793 1,132 941 925 1,307 994 Customer requesting escalation to senior agent 22 55 72 116 87 50 72 48 19 28 43 44 Customer unable to pay 10,968 11,843 13,832 15,043 12,867 11,925 10,480 13,433 12,758 14,627 15,251 11,338 Media/Government calls 223 369 436 311 231 246 213 308 333 271 298 242 Page 29 of 50
SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for 2010-11 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL School calls 153 304 289 266 212 231 252 337 208 191 250 198 Financial Institution calls 11 13 10 9 8 15 10 9 5 8 12 9 5.5 Main Call Details Disbursement discussion 6,466 21,464 12,450 9,363 8,837 16,812 9,967 9,559 6,234 7,575 9,758 7,092 Payments and pre-approved payment plan setup/change 11,618 14,555 12,501 12,656 13,283 11,399 9,957 14,086 11,891 11,225 16,369 15,018 Address and account information updates 7,156 10,421 9,117 10,137 8,558 9,045 9,067 12,094 9,953 8,518 9,648 7,847 Balance on account discussion 6,254 9,488 7,108 7,547 6,956 7,766 6,576 8,057 6,664 7,078 7,848 7,037 RAP general questions or exceptions discussion 3,480 4,550 5,763 9,322 7,832 6,290 5,970 9,517 4,852 6,831 10,103 7,573 RAP pre-qualification call 3,195 3,767 5,170 5,335 4,804 4,432 3,927 4,997 3,992 3,833 6,273 4,890 Payout 1,865 2,679 2,595 2,449 2,089 2,309 2,015 2,743 2,464 2,155 3,478 3,018 COE/EOS 2,795 4,910 9,114 4,660 3,310 2,999 2,367 3,929 2,588 2,563 3,838 3,071 DRR/ROT (exc RAP) 3,659 4,691 4,933 5,433 4,618 4,032 3,615 4,717 4,533 5,730 5,527 4,421 Page 30 of 50
SECTION 5: CUSTOMER SERVICE- CALLS Month-over-Month Volumes by Loan Year for 2011-12 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls HIT the Telephony System 220,399 252,893 317,450 277,004 217,812 265,580 240,360 228,390 213,079 222,650 219,649 223,943 Customer Serving Time (Seconds) 430.33 425.97 459.49 449.38 443.50 447.38 439.95 423.40 421.62 420.75 423.56 434.72 Number of Calls into French queue 5,186 5,574 6,290 6,576 3,618 6,104 3,591 3,219 0 5,387 4,315 4,827 Number of calls into English queue 237,641 224,889 293,773 326,416 187,444 251,401 284,015 203,454 195,641 244,209 205,693 192,301 # of Calls completed within interactive voice response 34,785 41,001 49,074 50,630 20,815 38,643 22,612 24,180 0 41,703 28,870 33,278 Calls handled by agents 177,816 157,599 185,504 218,419 130,964 161,874 198,602 142,059 131,850 173,157 119,658 147,089 TTY calls received 1,417 1,192 1,073 1,511 1,975 2,610 3,120 2,309 2,355 2,894 2,053 2,195 Collect calls received 596 600 801 1,309 787 1,029 1,278 1,079 875 906 783 1,012 5.2 Calls Centre Outbound- Default prevention Number of telephone calls initiated 144,814 136,080 288,107 225,265 231,680 178079 173,064 190,627 164,484 166,842 165,582 156,037 % First contact attempt 61.59 61.21 57.24 53.91 55.54 58.55 65.18 57.15 58.82 51.32 50.02 51.85 % Second contact attempt 31.93 32.71 31.09 32.41 29.95 34.13 28.68 29.22 30.00 31.57 36.80 34.17 % Third contact attempt 6.48 6.08 11.68 13.69 14.52 7.31 6.14 13.63 11.18 17.11 13.18 13.96 5.3 Escalations and Complaint Management Number of ministerial cases received 3 2 3 2 0 1 2 2 2 1 3 0 Number of cases received from MP line 0 4 4 7 7 0 0 3 4 5 8 1 Number of calls transferred to CSLP 5,271 4,677 3,104 2,529 2,097 2,516 2,646 3,083 2,681 2,436 2,508 3,117 5.4 Call Drivers Customer question received 72,585 68,982 72,913 80,304 39,446 59,496 73,256 57,014 59,778 74,759 48,737 60,202 Customer question due to letter received 5,588 6,203 7,215 6,071 2,884 3,439 3,755 4,115 4,281 5,889 4,038 3,054 Customer returning call 1,173 1,967 2,514 2,942 1,034 1,534 1,900 2,252 1,035 2,492 1,363 3,048 Customer second call for same issue 1,055 1,448 1,767 2,163 1,174 1,542 1,702 1,121 1,608 1,900 672 845 Customer requesting escalation to senior agent 20 31 17 28 22 23 12 22 10 17 8 7 Customer unable to pay 10,540 8,229 9,868 15,016 7,229 8,167 10,304 7,379 8,326 10,706 6,595 6,032 Media/Government calls 294 354 435 454 263 341 398 267 280 377 240 282 Page 31 of 50
SECTION 5: CUSTOMER SERVICE- CALLS Month-over-Month Volumes by Loan Year for 2011-12 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL School calls 228 278 385 497 227 325 348 225 203 299 169 162 Financial Institution calls 5 5 12 9 6 14 8 3 2 9 4 4 5.5 Main Call Details Disbursement discussion 11,269 19,767 15,523 14,415 7,264 15,430 11,502 7,185 6,635 10,276 7,784 9,459 Payments and pre-approved payment plan setup/change 16,293 13,512 15,318 17,389 8,219 12,100 15,888 11,660 12,743 17,900 10,947 14,382 Address and account information updates 8,950 8,427 7,497 8,580 4,925 6,713 9,063 8,403 6,734 7,568 4,736 5,402 Balance on account discussion 7,216 6,699 6,421 6,894 3,672 6,298 7,219 5,438 5,882 7,067 4,196 4,922 RAP general questions or exceptions discussion 5,961 4,761 5,691 10,654 4,620 4,634 6,732 5,372 5,477 7,640 3,995 4,620 RAP pre-qualification call 3,681 3,462 5,984 7,148 3,315 4,172 5,072 3,418 5,232 6,289 4,103 4,001 Payout 3,287 2,567 2,408 3,375 1,756 2,499 3,202 2,744 3,433 3,841 2,035 2,268 COE/EOS 3,898 3,747 8,397 5,518 2,390 2,763 3,141 2,328 3,602 3,858 2,312 2,318 DRR/ROT (exc RAP) 4,022 3,534 4,514 6,018 3,150 3,418 3,499 3,118 3,042 4,823 3,660 5,095 Page 32 of 50
SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for 2012-13 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls (HIT) the Telephony System 251,063 264,855 374,781 272,132 204,466 303,776 241,855 214,359 259,030 231,664 212,936 236,868 Customer Serving Time (Seconds) 425.01 402.81 441.81 426.38 430.42 408.57 401.75 395.18 401.89 412.16 418.92 434.77 Number of calls into French queue 4,634 5,725 9,249 4,855 4,291 8,403 5,569 4,022 5,332 5,723 4,585 3,823 Number of calls into English queue 273,244 259,130 394,076 238,401 191,502 311,356 233,002 197,638 216,444 263,195 208,351 254,830 Calls completed in interactive voice response 36,442 42,591 69,844 37,863 26,704 53,468 34,403 28,897 40,154 39,535 28,567 27,451 Calls handled by agents 187,095 178,512 252,496 169,260 135,487 223,891 174,498 143,348 152,451 195,864 150,705 182,165 TTY calls received 3,144 2,648 3,155 2,532 2,134 3,641 2,630 2,384 2,667 3,186 2,528 3,003 Collect calls received 994 762 2,913 955 658 1,122 931 739 681 797 570 760 5.2 Call Centre Outbound- Default prevention Number of telephone calls initiated 174,455 173,825 214,368 233,236 230,905 159,695 176,709 204,782 180,650 169,563 185,100 214,300 % First contact attempt 51.64 49.89 41.27 31.19 48.31 50.89 36.75 38.53 51.33 52.72 51.01 45.55 % Second contact attempt 33.23 31.84 43.03 38.93 34.12 33.65 44.57 42.25 33.62 33.31 36.90 34.36 % Third contact attempt 15.13 18.27 15.70 29.88 17.57 15.46 18.68 19.22 15.05 13.97 12.10 20.09 5.3 Escalations and Complaint Management Number of ministerial cases received 7 3 5 2 4 3 7 4 3 4 0 2 Number of cases received from MP line 2 0 3 5 1 1 2 3 0 1 1 4 Number of calls transferred to CSLP 3,258 2,557 2,535 2,472 1,860 2,829 2,495 2,845 3,122 2,892 2,282 2,793 5.4 Call Drivers Customer question received 70,935 78,051 97,808 70,018 48,637 83,754 64,222 60,189 79,929 103,813 76,109 77,383 Customer question due to letter received 2,677 2,060 4,734 3,217 2,073 2,648 2,856 3,479 3,102 4,007 2,113 1,560 Customer returning call 1,339 1,830 3,652 2,882 1,971 4,493 2,349 2,437 2,409 4,479 3,804 4,569 Customer second call for same issue 1,107 1,142 1,917 1,111 616 1,015 646 552 893 1,175 755 1,032 Customer requesting escalation to senior agent 15 19 24 17 6 5 10 15 40 61 48 30 Page 33 of 50
SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for 2012-13 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Customer unable to pay 7,277 6,650 12,366 10,809 8,013 9,989 7,685 7,028 8,045 10,295 6,316 5,230 Media/Government calls 302 404 663 362 254 399 280 331 365 389 311 354 School calls 183 280 393 381 225 298 238 229 264 252 168 157 Financial Institution calls 4 4 6 3 1 8 16 10 65 67 44 24 5.5 Main Call Details Disbursement discussion 10,880 22,601 13,916 8,539 6,437 16,646 7,218 5,482 5,557 8,377 6,820 8,981 Payments and pre-approved payment plan setup/change 14,513 14,257 21,374 16,028 10,604 16,600 12,995 11,869 16,321 20,766 14,953 14,379 Address and account information updates 6,373 5,848 7,073 6,188 4,760 8,031 7,091 6.790 8,395 8,460 6,553 7,288 Balance on account discussion 5,578 5,007 6,599 4,901 3,671 8,287 6,020 5,201 6,749 7,865 5,917 6,962 RAP general questions or exceptions discussion 5,266 4,433 7,534 8,064 4,226 4,622 4,037 3,768 5,829 8,252 4,793 3,548 RAP pre-qualification call 4,529 3,947 9,372 6,309 4,732 5,759 3,976 3,151 4,548 7,716 5,183 3,963 Payout 2,432 2,159 3,721 2,957 2,419 3,491 2,662 2,827 3,742 5,146 2,969 3,218 COE/EOS 3,169 3,668 7,869 3,429 2,259 3,043 2,178 2,273 3,854 5,247 3,387 2,697 DRR/ROT (i.e. RAP) 5,255 4,121 6,335 5,071 3,486 5,143 4,155 3,793 4,688 6,588 4,101 3,368 Page 34 of 50
SECTION 5: CUSTOMER SERVICE Month-over-Month Volumes by Loan Year for Year to Date 2013-14 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls (HIT) the Telephony System 234,589 276,049 312,452 271,601 214,144 268,987 219,173 Customer Serving Time (Seconds) 435.50 412.12 417.66 413.55 407.37 401.67 392.26 Number of calls into French queue 3,121 4,445 6,374 3,124 2,514 Number of calls into English queue 209,683 257,657 306,078 256,270 189,771 Calls completed in interactive voice response 19,342 29,250 42,434 21,034 79,811 Calls answered by agents 152,351 187,764 216,676 178,823 137,883 TTY calls received 1,903 2,152 2,233 2,116 1,617 Collect calls received 563 600 1,601 1,043 892 5.2 Call Centre Outbound- Default prevention Number of telephone calls initiated 177,799 185,783 163,691 257,027 196,831 First contact attempt % 54.57 49.11 54.56 27.59 46.17 Second contact attempt % 33.22 34.35 31.85 40.87 33.10 Third contact attempt % 12.21 16.53 13.59 31.54 20.73 5.3 Escalations and Complaint Management Number of ministerial cases received 2 1 3 2 3 Number of cases received from MP line 0 2 5 5 5 Number of calls transferred to CSLP 3,239 3,012 2,566 2,155 1,628 2,587 2,284 1,548 5.4 Call Drivers Customer question received 65,273 86,092 99,911 73,395 57,551 Customer question due to letter received 1,014 1,456 2,518 1,753 1,291 Customer returning call 5,119 6,461 6,944 6,796 5,200 Customer second call for same issue 681 1,554 1,427 1,165 918 Customer requesting escalation to senior agent 30 48 31 16 14 Page 35 of 50
SECTION 5: CUSTOMER SERVICE Month-over-Month Volumes by Loan Year for Year to Date 2013-14 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Customer unable to pay 3,377 3,922 5,052 4,183 2,854 Media/Government calls 273 585 645 455 266 School calls 159 320 315 265 172 Financial Institution calls 30 78 189 174 130 5.5 Main Call Details Disbursement discussion 10,871 25,059 16,091 8,660 6,687 Payments and pre-approved payment plan setup/change 12,082 15,923 17,655 12,820 11,292 Address and account information updates 6,519 7,212 10,236 7,281 6,145 Balance on account discussion 5,874 5,992 7,064 5,599 5,141 RAP general questions or exceptions discussion 2,434 2,254 3,728 3,365 2,056 RAP pre-qualification call 2,494 3,001 4,135 2,780 1,621 Payout 2,638 2,707 3,943 3,130 2,385 COE/EOS 2,865 5,349 7,336 4,178 3,127 DRR/ROT (exc RAP) 2,481 3,038 3,689 3,470 2,674 5.6 The volumes below represent the number of escalated cases that have historically required CSLP agents to review a client case and authorize the removal of a specific restriction. Fiscal Year APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR Total for the year 2009-10 101 111 201 259 239 284 137 113 102 107 60 54 1,768 2010-11 47 54 45 59 102 67 47 52 40 42 40 36 631 2011-12 49 76 66 81 91 62 57 64 80 70 37 53 786 2012-13 55 51 62 150 265 156 126 140 66 97 81 68 1,317 2013-14 102 110 100 222 341 282 237 1,394 Page 36 of 50
SECTION 6: REPAYMENT ASSISTANCE Year-over-Year Aggregate Annual Volume by Loan Year August-July Activity 2010-11 2011-12 2012-13 2013-2014 (up to May 2014 only) 6.1 RAP Applications RAP New applications received 246,829 283,022 331,979 310,664 RAP applications requiring further information about Financial Institution held loans from the 17,559 36,000 33,671 25,380 guaranteed and risk-shared regime pre-2000 6.2 Repayment Assistance Plan (RAP) TOTAL RAP applications processed 448,303 528,168 607,562 555,569 RAP applications approved 201,009 236,693 281,316 250,772 RAP applications refused 6,589 7,500 14,838 27,759 TOTAL exceptions 170,763 196,151 183,937 157,730 Exception proof of income 77,161 159,089 180,288 160,466 Exception Loan is in arrears (interest owing on account) 17,602 19,085 19,502 13,950 Applications cancelled 2,992 9,221 19,781 23,893 Application expired 45,706 34,119 29,978 25,089 6.3 RAP Permanent Disability (PD status not on file) Total RAP PD Unconfirmed Processed 1,968 4,213 7,673 10,107 Applications approved 1,962 1,341 2,363 2,791 Applications refused 10 77 148 175 Total exceptions for RAP PD applications - 2,045 3,882 5,560 Exception - Loan in arrears (interest owing on account) - 139 240 249 Exception - proof of income - 1,975 4,295 6,171 Application expired - 379 746 1,160 6.4 RAP Permanent Disability (PD status on file) Total RAP PD Confirmed Processed 11,524 32,816 42,138 41,304 Applications approved 7,448 15,419 16,700 13,936 Applications refused 244 663 802 591 Total exceptions for RAP PD applications - 12,259 18,433 20,958 Exception - Loan in arrears (interest owing on account) - 1,084 1,265 1,075 Exception - proof of income - 12,094 20,086 23,276 Application expired - 2,414 2,969 3,339 6.5 Change in Repayment Schedule Changes in Repayment Schedule Processed 117,509 253,639 254,629 Interest Only 16,528 54,927 53,573 Page 37 of 50
Revision of Terms for Arrears 12,126 54,325 52,643 Payment of Term Changes 20,208 119,400 120,241 Special Withdrawal Changes (payment due date changes) 1,427 7,177 10,485 Revision of Terms for RAP 4,231 17,810 17,687 Changes processed by regular call centre staff 22,218 154,824 156,596 Page 38 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan year for 2010-11 (August July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 6.1 RAP Applications RAP New applications received 14,960 18,206 18,404 26,230 22,713 19,172 20,029 23,291 18616 25,316 22,295 17,597 RAP applications requiring further information about Financial Institution held loans from the guaranteed and 2,829 3,345 2,819 3,492 3,176 2,645 2,831 3,560 2,612 3,390 2,839 2,462 risk-shared regime pre-2000 6.2 Repayment Assistance Plan (RAP) TOTAL RAP applications processed 29,104 36,493 29,127 47,767 40,736 27,338 36,806 46,085 35,336 42,924 44,527 32,060 RAP applications approved 12,940 16,215 10,387 22,508 19,235 13,135 15,705 19,892 14,434 21,838 19,923 14,797 RAP applications refused 996 980 1,067 894 852 1089 711 TOTAL exceptions 11,649 14,125 13,031 18,539 14,543 9,545 14,041 17,879 13,080 14,748 16,992 12,591 Exception proof of income 7,442 10,923 13,722 10,379 11,684 13,321 9,690 Exception Loan is in arrears (interest owing on account) 1,811 2,376 1,667 1,310 1,359 991 1,495 1,835 1,262 1,115 1,279 1,102 Applications cancelled 168 534 469 195 289 280 264 181 90 103 126 293 Application expired 3,045 3,781 3,195 2,679 4,779 4,016 3,384 4,706 3,953 3,608 4,240 4,320 6.3 RAP Permanent Disability (PD status not on file) Total RAP PD Unconfirmed Processed 193 221 167 176 263 145 104 153 96 151 186 113 Applications approved 188 221 166 176 263 145 104 153 96 151 186 113 Applications refused 5 0 1 0 0 0 0 0 4 0 0 0 Total exceptions for RAP PD applications - - - - - Exception - Loan in arrears (interest owing on account) - - - - - - - - - - - - Exception - proof of income - - - - - - - - - - - - Application expired - - - - - - - - - - - - 6.4 RAP Permanent Disability (PD status on file) Total RAP PD Confirmed Processed 396 646 685 352 755 986 998 1413 985 1,082 1870 1,356 Applications approved 160 235 434 253 482 710 793 1075 717 998 1591 10,89 Page 39 of 50
Applications refused 5 5 7 12 5 16 23 23 33 32 46 37 Total exceptions for RAP PD applications - - - - - - - - - - - - Exception - Loan in arrears (interest owing on account) - - - - - - - - - - - - Exception - missing proof of income - - - - - - - - - - - - Application expired - - - - - - - - - - - - 6.5 Change in Repayment Schedule Changes in Repayment Schedule Processed 7,531 9,855 7,102 13,271 8,917 6,676 7,029 9,383 6,965 5,989 15,985 18,806 Interest Only 776 897 732 1,354 936 701 724 984 517 415 3,902 4,590 Revision of Terms for Arrears 4,112 4,174 3,840 Payment of Term Changes 5,825 6,043 8,340 Special Withdrawal Changes (payment due date changes) 456 485 486 Revision of Terms for RAP 1,297 1,381 1,553 Changes processed by regular call centre staff 9,720 12,498 Page 40 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan Year for 2011-12 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 6.1 RAP Applications RAP New applications received 23,506 14,966 19,057 36,436 21,200 21,361 28,003 19,990 20,449 34,279 22,181 21,594 RAP applications requiring further information about Financial Institution held loans from the guaranteed and 3,398 2,301 2,359 4,126 2,338 2,551 3,252 2,344 2,335 3,567 2,378 2,722 risk-shared regime pre-2000 6.2 Repayment Assistance Plan (RAP) TOTAL RAP applications processed 42,941 30,627 31,671 63,765 43,300 43,622 52,656 40,663 36,285 60,184 42,922 39,532 RAP applications approved 19,477 14,170 12,244 28,205 20,159 19,485 22,276 17,980 14,256 30,155 19,266 19,020 RAP applications refused 1,181 1,298 1,012 882 1,254 1,009 864 TOTAL exceptions 16,047 11,292 13,989 27,366 16,715 15,899 19,500 15,022 13,350 19,849 14,728 12,394 Exception missing proof of income 12,853 9,266 12,698 19,967 12,909 11,956 15,037 11,441 10,666 17,460 13,364 11,472 Exception Loan is in arrears (interest owing on account) 1,823 1,288 1,154 1,907 1,456 1,568 2,230 1,654 1344 1635 1,447 1,579 Applications cancelled 293 163 96 223 45 1,684 1,643 871 629 1,139 734 1,701 Application expired 3,638 3,359 3,042 2,882 3,036 3,280 2,863 2,555 2,720 2,660 2,293 1,791 6.3 RAP Permanent Disability (PD status not on file) Total RAP PD Unconfirmed Processed 122 22 156 629 449 361 486 329 274 501 451 433 Applications approved 122 22 28 178 152 99 128 115 72 149 138 138 Applications refused 0 0 5 11 11 6 15 4 5 7 7 6 Total exceptions for RAP PD applications - - 99 363 209 179 242 135 129 266 217 206 Exception - Loan in arrears (interest owing on account) - - 5 20 8 16 16 13 13 17 9 22 Exception - proof of income - - 99 344 192 167 226 138 115 254 219 221 Application expired - - 11 42 49 63 50 38 36 37 34 30 6.4 RAP Permanent Disability (PD status on file) Total RAP PD Confirmed Processed 909 1,527 1,933 4,955 3,066 2,860 3394 2,764 2,280 3,686 2,908 2,534 Page 41 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan Year for 2011-12 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Applications approved 738 1,022 1,201 2,328 1,396 1,278 1345 1,169 944 1,583 1,375 1,040 Applications refused 14 29 37 87 85 83 71 40 57 66 51 43 Total exceptions for RAP PD applications - - 580 2,049 1,307 1,149 1,469 1,167 913 1,497 1,094 1,034 Exception - Loan in arrears (interest owing on account) - - 41 142 90 111 178 115 98 103 97 109 Exception - proof of income - - 585 1,980 1,245 1,099 1,405 1,140 905 1,544 1,111 1,080 Application expired - - 226 269 302 332 283 230 244 202 169 157 6.5 Change in Repayment Schedule Changes in Repayment Schedule Processed 19,235 16,950 14,252 33,702 16,825 27,935 25,010 21,261 17,662 23,353 17,014 20,440 Interest Only 4,969 3,465 3,425 7,322 3,972 3,748 5,200 4,221 3,522 5,039 4,515 5,529 Revision of Terms for Arrears 5,019 4,081 3,735 4,957 4,202 4,050 6,139 5,066 4,430 5,361 4,089 3,196 Payment of Term Changes 6,562 7,960 5,358 18,730 7,216 18,324 10,898 9,858 7,919 10,863 6,281 9,431 Special Withdrawal Changes (payment due date changes) 543 346 423 1,280 319 495 785 549 436 550 476 975 Revision of Terms for RAP 2,142 1,098 1,311 1,413 1,116 1,318 1,988 1,567 1,355 1,540 1,653 1,309 Changes processed by regular call centre staff 11,938 10,347 8,116 18,433 10,665 21,317 14,478 12,307 10,391 13,754 9,368 13,710 Page 42 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan Year for 2012-13 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 6.1 RAP Applications RAP New applications received 25,503 17,826 31,405 31,987 22,509 30,602 22,679 21,838 30,760 41,521 26,267 29,082 RAP applications requiring further information about Financial Institution held loans from the guaranteed and risk-shared regime pre-2000 6.2 Repayment Assistance Plan (RAP) 2,986 2,413 3,288 2,975 2,252 1,513 1,133 1,215 2,43 3,100 1,989 2,516 TOTAL RAP applications processed 44,602 36,844 50,332 58,382 43,223 57129 44,903 44,911 47,784 73,333 48,058 58,061 RAP applications approved 21,067 16,206 18,093 30,807 21,169 26020 19,463 22,001 18,305 38,145 20,832 29,208 RAP applications refused 1107 897 1,021 1,369 1,329 1,575 1233 1,085 1,089 1,611 1,118 1,404 TOTAL exceptions 14,137 10,818 18,570 18,197 13,810 18,314 14,200 13,781 13,787 19,501 13,237 15,585 Exception proof of income 13,179 10,214 18,127 18,172 13,538 17,892 13,807 13,131 13,142 19,725 13,492 15,869 Exception Loan is in arrears (interest owing on account) 1,944 1,279 1,760 1,512 1,420 2,062 1,559 1,628 1,565 1,511 1,435 1,827 Applications cancelled 960 4,119 1,957 1,509 908 2,765 1,636 1,542 1,133 1,905 1,347 15,46 Application expired 2,440 1,927 2,533 2,123 2,882 3,605 1,911 2,168 2,286 2,663 2,745 2,695 6.3 RAP Permanent Disability (PD status not on file) Total RAP PD Unconfirmed Processed 457 414 589 599 523 600 558 558 594 1017 834 930 Applications approved 152 118 155 194 204 177 175 184 152 295 265 292 Applications refused 6 3 11 10 17 16 11 8 18 13 13 22 Total exceptions for RAP PD applications 218 213 292 328 220 281 275 280 307 563 411 494 Exception - Loan in arrears (interest owing on account) 19 11 13 21 25 29 10 18 18 26 19 31 Exception -proof of income 240 233 324 365 238 298 296 317 348 622 459 555 Application expired 57 33 57 56 70 71 37 54 50 78 81 102 6.4 RAP Permanent Disability (PD status on file) Total RAP PD Confirmed Processed 3,075 2,339 3,024 3,578 3,255 3,786 3,353 3,055 3,112 5,172 4,067 4,322 Applications approved 1,321 1,009 1,097 1,412 1,528 1,536 1,411 1,281 1,078 1,839 1,577 1,611 Applications refused 57 46 50 51 75 115 77 65 72 67 53 74 Total exceptions for RAP PD applications 1,225 928 1,356 1,704 1,284 1,599 1,362 1,318 1,455 2,458 1,786 1,958 Page 43 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan Year for 2012-13 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Exception - Loan in arrears (interest owing on account) 119 106 119 104 86 135 109 114 106 9 110 148 Exception - proof of income 1,319 1,003 1,443 1,841 1,369 1,738 1,484 1,447 1,584 2,720 1,966 2,172 Application expired 206 186 230 208 266 373 198 198 222 243 312 327 6.5 Change in Repayment Schedule Changes in Repayment Schedule Processed 24,364 14,915 22,878 28,027 16,355 23512 19,333 20,985 17,950 22,599 18,547 25,164 Interest Only 5,290 3,609 5,282 4,695 4,043 4,426 4,059 4,166 3,771 4,727 4,184 5,321 Revision of Terms for Arrears 5,112 4,015 4,981 3,163 3,602 5,393 4,468 4,343 4,456 4,901 3,672 4,537 Payment or Term Changes 11,824 5,779 10,676 18,824 7,636 5,088 8,923 10,402 7,959 11,313 8,704 13,113 Special Withdrawal Changes (payment due date changes) 797 464 757 638 354 4,713 462 413 479 509 394 505 Revision of Terms for RAP 1,341 1,048 1,182 707 720 3,892 1,421 1,661 1,285 1,149 1,593 1,688 Changes processed by regular call centre staff 16,087 9,396 13,021 19,525 10,891 15,454 11,851 13,508 10,473 8,528 11,397 16,465 Page 44 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan Year for Year to Date 2013-14 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 6.1 RAP Applications RAP New applications received 21,439 22,048 37,508 43,747 25,255 36,798 27,825 23,544 36,601 35,899 RAP applications requiring further information about Financial Institution held loans from the guaranteed and risk-shared regime pre-2000 6.2 Repayment Assistance Plan (RAP) 1,082 1,160 1,519 1,558 1,047 2,795 2,016 1,844 2,387 2,151 TOTAL RAP applications processed 38,833 42,067 63,425 71,258 50,378 64,327 50,668 49,397 71,489 53,727 RAP applications approved 17,072 18,704 22,689 39997 23,570 27,689 20,982 23,283 31,058 25,728 RAP applications refused 935 988 1,456 1,791 15,311 1,872 1,320 1,307 1,491 1,288 TOTAL exceptions 11,640 11,880 17,126 18,825 10,995 19,713 15,118 15,397 19,398 17,638 Exception proof of income 11,536 11,803 17,158 19,346 10,193 20,006 15,612 15,943 20,261 18,608 Exception Loan is in arrears (interest owing on account) 1,227 1,136 1,540 1,438 1,355 1,806 1,434 1,474 1,641 899 Applications cancelled 2,554 3,815 2,773 2,134 1,465 3,628 1,916 1,779 1,673 2,156 Application expired 2,257 1,758 2,587 1,787 2,840 3957 2,036 2,749 3,012 2,106 6.3 RAP Permanent Disability (PD status not on file) Total RAP PD Unconfirmed Processed 757 781 1,152 1,125 957 1,280 979 890 1,168 1,018 Applications approved 219 217 280 334 303 323 259 259 321 276 Applications refused 17 11 13 16 23 26 15 12 20 22 Total exceptions for RAP PD applications 403 403 635 658 530 721 525 491 630 564 Exception - Loan in arrears (interest owing on account) 24 28 25 20 24 20 28 28 35 17 Exception - proof of income 455 457 725 742 580 780 573 564 684 611 Application expired 84 81 110 90 153 154 114 129 153 92 6.4 RAP Permanent Disability (PD status on file) Total RAP PD Confirmed Processed 3,393 3147 4,587 5,063 4,812 5,735 4,602 4,584 5,381 Applications approved 1214 1177 1,386 1574 1,818 1,895 1,513 1,566 1,793 Page 45 of 50
SECTION 6: REPAYMENT ASSISTANCE Month-over-Month Volumes by Loan Year for Year to Date 2013-14 (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Applications refused 44 47 56 49 79 87 72 72 85 Total exceptions for RAP PD applications 1,702 1,494 2,338 2910 2,303 2,983 2,318 2,340 2,570 Exception - Loan in arrears (interest owing on account) 94 87 108 111 104 170 129 131 141 Exception - proof of income 1,893 1,697 2,587 3262 2,518 3,269 2,550 2,645 2,855 Application expired 297 269 344 249 405 651 317 397 410 6.5 Change in Repayment Schedule Changes in Repayment Schedule Processed 17,396 16,958 23,314 28,818 18,142 Interest Only 4,184 3,672 4,939 4,624 4,265 Revision of Terms for Arrears 4,032 4,020 4,963 3,245 3,716 Payment of Term Changes 7,549 7,146 10,755 18,965 8,532 Special Withdrawal Changes (payment due date changes) 351 348 664 545 449 Revision of Terms for RAP 1,280 1,772 1993 1,439 1180 Changes processed by regular call centre staff 11,012 9,825 13,024 17,766 7,288 Page 46 of 50
SECTION 7: INCUMBENT DATA QUANTIFYING CURRENT SOLUTION SIZE AND CONTENTS 7.1 Distinct Client Counts Including Archives Active and Dormant Total distinct clients: CSLP 2,447,511 BC provincial archive - pre BC integration 275,636 CSLP Total active clients: 1,286,979 In study and in non-repayment clients: 535,861 In repayment clients: 751,118 Dormant clients (Paid In Full [PIF] or Return To Government [RTG]) 1,160,532 less than 7 years (PIF or RTG) 582,417 7+ years (PIF or RTG) 578,115 British Columbia Accounts Dormant clients: (data is only for historical reference) 364,735 In study and in non-repayment clients at the time of integration: 7,507 In repayment clients at the time of integration: 90,306 Zero balance at the time of integration: 177,823 Page 47 of 50
7.2 Loan Products Managed Under a Client Account At the loan level (e.g., counts as 1 regardless of Federal, Provincial and Grants on a loan) # loans 2 loans 45,883 3 loans 666 4 loans 10 At the loan product level (e.g., integrated loan with Federal, Provincial and Fed Grants counts as 3) # of products 2 products 395,720 3 products 509,555 4 products 47,846 5 products 14,231 6 products 2,208 7 products 211 8 products 35 9 products 5 Note: Substantial increases anticipated in 2014 when new Ontario grants are introduced 7.3 Loan Transactions and Communications Approximately 8,365 images per day, on average See tables in Section 3 for detailed inbound and outbound correspondence communications. The outbound calls volume for default prevention (see Section 5.2) is trending up from calendar year 2010 to 2013 2011-2012 Volume is 8.03% higher compared to Volume for 2010-2011 Page 48 of 50
2012-2013 Volume is 4.36% higher compared to Volume for 2011-2012 CSLP Service Provider Re-procurement 7.4 System Information: Client Variables and Loan Level Variables Client level variables 105 Loan level variables 372 Loan transactions per day, approximated: Daily batch: Low: 2,000 financial transactions High: 800,000 financial transactions Average: 30,000 financial transactions Daily online: Average: 700,000 transactions Page 49 of 50
7.5 Document Scanning Totals Total scanned images: 2011 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec CSLP 384,654 124,816 110,401 63,418 114,066 76,525 64,186 174,095 543,030 182,274 180,588 110,734 2,128,787 2012 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec CSLP 376,297 136,133 111,347 75,021 143,733 127,351 182,352 231,048 242,097 312,371 132,190 86,630 2,156,570 2013 21 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec CSLP 124,850 781,159 73,957 71,318 119,892 79,359 133,033 163,777 269,688 106,250 113,095 71,721 2,108,099 Avg / day 5,945.24 37,198.05 3,521.76 3,396.10 5,709.14 3,779.00 6,334.90 7,798.90 12,842.29 5,059.52 5,385.48 3,415.29 8,365.47 Note: Each page is 1 image. Volumes above represent total number of images (front end and back end) 6,393,456 Page 50 of 50