"So, we're preparing our staffing to ensure that we're answering the phones on time and continuing the same level of risk outreach that have been provided historically by the Navient team. We're very committed as a company to a borrower centric model that should come as no surprise. We pride ourselves in providing citizen-centric services in the programs that we administer and we look forward to working in partnership with FSA, as they envision a borrower experience that also improves transparency and accountability in the program. To that end, I might also add that the contract that was novated to us was extended and all of the servicers now on that contract have strong terms and conditions that underpin really that intent by FSA but quite frankly, aligned to work that we do in normal course every day on contracts that we operate. So there's a minimum threshold established for customer satisfaction. There are metrics like abandonment rate, very common in the work that we do. There's a metric related to interaction quality monitoring and accuracy as well. We think those are good things. Contractors required to respond in a full and timely manner to borrower complaints related to contract performance and so forth which we also think is a good thing."
https://seekingalpha.com/article/4470629-maximus-inc-mms-ceo-bruce-caswell-on-q4-2021-results-earnings-call-transcript