Startup Idea: FERPA Compliant Customer Service Software

Startup idea to develop a smart software that helps customer service representatives at universities determine whether they can release certain types of student information over the phone, in accordance with FERPA guidelines. The software eliminates the need to consult with main office, enhancing efficiency.

I work in a customer service business at a university call center. We answer calls for a multitude of office on campus as a representative, such as admissions, registrar, financial aid, etc. We often deal with a large variety of problems and issues that callers may be experiencing. We also have access to confidential student records and due to FERPA, we need to know what is allowed to be released over the phone and what is not.

Occasionally, we get an odd question where we are not sure if we are allowed to share certain information over the phone, so we call over to the main office to double check.

A software that I would attempt to implement is a smart software where you can put in a type of problem, and then by searching FERPA guidelines, be able to tell you whether you are able to release that specific piece of information, whether its to the student, family, or 3rd party. This software would mitigate the need to contact the main office so they can perform other duties.

Depending on the price, I would pay for the software, as we always have the alternative option of just calling to the main office.