Case Study

	Earning an A for FCC's E-Rate Program The Customer Challenge The FCC E-Rate program provides discounts to assist schools and libraries across the U.S. To ensure these benefits successfully reach students in need, FCC appointed the Universal Service Administrative Company (USAC) to administer the E-Rate program. While experienced in providing communities with affordable telecommunications services, this non-profit corporation required assistance to implement the large-scale data management, customer service, and application processing capabilities the E-Rate program required. The Vangent Solution USAC turned to Solix, Inc. and Vangent, Inc. to support the E-Rate program. Together, Solix and Vangent designed, built, and continue to operate the administrative, accounting, and fund management systems that empower school and library administrators to submit information in a simplified, highly secure online environment. Specifically, Vangent provided software, system development, and a variety of business processing outsourcing solutions in support of USAC's administration of the E-Rate program. Benefits Vangent's system integration and business process outsourcing capabilities allowed it to design a solution for USAC that would: Support the capture, processing, and real-time reporting of critical information to schools, libraries, state education officials, Congress, USAC, and the FCC Create electronic data entry forms on the Web (providing e-filing capabilities) Process an average of 198,000 program-related forms annually, ranging in length from one to 500 pages Provide a contact center that handles an average of 139,000 inbound and 63,000 outbound calls, as well as more than 6,000 e-mails per year Capabilities Leveraged in the Solution Data Management, e-Filing Solutions, CRM & Contact Center Solutions Download a PDF for More Information