RIVA announced its recompete award with the Department of Education (ED) Federal Student Aid (FSA) Customer Experience Office (CE) Digital Engagement Group (DEG) for Social Media Monitoring and Engagement Services.
For this prime contract award, RIVA supports FSA digital initiatives that align with the Department’s strategic goal to provide superior service and information to students and borrowers. RIVA works with the DEG to help understand customers’ perception of service over the entire customer lifecycle and identify ways to improve customer satisfaction online. This includes advisory support for digital engagement strategy, social community management, social customer service, customer listening, digital asset management, reporting, and data analytics. DEG currently manages the Facebook, Twitter, YouTube, Storify, Visual.ly and SlideShare accounts for FSA with a subscribership of over 405,000.
Naveen Krishnamurthy, RIVA CEO, is passionate about FSA’s digital mission and how they are using information from social media to improve service to students and families. “FSA’s digital presence has successfully evolved in this ever changing landscape. They are a progressive partner at the forefront of digital, and we will continue exploring all the different tools, platforms, solutions and services available to them in this space.”