Operational Assessment Overview

The Operational Assessment is an evaluation of a servicer's ability to consistently deliver expected business results in accordance with established business objectives.

The STAR Program is designed to:

1. Help servicers better manage their Fannie Mae business by:
   • Offering a consistent framework for benchmarking performance and capabilities.
   • Providing a comprehensive evaluation of servicers’ operational capabilities.
   • Identifying recommendations and targeted areas for improvement.
2. Ensure servicers understand how to satisfy Fannie Mae’s goals and objectives by:
   • Establishing a consistent methodology for comparing capabilities between servicers.
   • Tracking performance relative to Fannie Mae targets.
   • Improving transparency.
   • Providing a common vehicle for communication.
3. Establish clear expectations by:
   • Using Fannie Mae’s Servicing Representative as a central engagement resource.
   • Offering clear terms of engagement.
   • Using existing documentation and reviewing results, when appropriate.