2021-08-02 災難中心大改進 EIDL Changes

Participating in two webinars held by the new EIDL leader. It is not easy to fix the big problem. The new Administrator has done a good getting a good team.

EIDL Customer Services Improvement and Supports

•      To enhance capacity and resolve the COVID EIDL program’s process challenges, the COVID EIDL Loan Program was transitioned from the Office of Disaster Assistance to the Office of Capital Access (OCA) at the end of June.

•      With this transition, OCA implemented new processes and performance management and prioritized additional personnel for COVID EIDL. This has resulted in significant improvements, including accelerated the average number of loan application decisions made per loan office daily.

•      The SBA went from daily processing of loan increases of 1,647 on June 28^th to 20,169 on July 21^st – a 12-fold increase in efficiency.

•      The loan officer productivity went from 1.86 application per day to currently 15 application per day

•      All these increasing loan review rates, over 300,000 applications have been processed within weeks, and the 600,000+ loan modification backing is expected to be cleared by mid-August

•      Additional, the SBA is investing in an improved customer service experience for COVID EIDL applications which includes more than doubling customer service capacity, enhancing customer service standards that provide more personalized to applicants’ questions, and developing more detailed application completion support.