Canada Student Loans Program (CSLP) Client Satisfaction Surveys

Notice of Proposed Procurement This requirement is for Employment and Social Development Canada. Description of the requirement: Canada Student Loans Program (CSLP) Client Satisfaction Surveys The Canada Student Loans Program (CSLP) conducts annual satisfaction surveys of clients who currently hold a Canada Student Loan or Canada Student Grant to:

Track experience and satisfaction with service delivery among borrowers. Measure borrowers’ awareness of specific components of the loan and grant programs; Examine borrowers’ attitude towards various aspects of CSLP products or services.

The surveys are aimed at two groups of clients

In-study borrowers: those who are currently in school and hold a Canada Student Loan and/or Grant. In-repayment borrowers: borrowers who have left school and are in the process of repaying their loans.

The survey measures client satisfaction with both the CSLP and the National Student Loans Service Centre (NSLSC). The NSLSC is run by a third-party service provider, contracted to handle the disbursement and repayment of Canada Student Loans and integrated federal-provincial student loans. Most client interactions, especially in repayment, are with the NSLSC. The survey is the data source for several performance indicators included in the CSLP’s contract with its service provider. Proposed period of contract: Initial Period: January , 2018 to December, 2019 January, 2019 to December, 2020 Option Year # 1: January , 2020 to December, 2021 Option Year # 2: January, 2021 to December, 2022 File Number: 100009767 Contracting Authority: Cynthia Carty E-mail: nc-solicitations-gd@hrsdc-rhdcc.gc.ca