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Servicer Capability Framework and Methodology

SCF Framework Introduction

The SCF is the detailed framework by which Fannie Mae evaluates individual servicer capabilities across standard dimensions of people, processes and technology. The SCF provides clear and actionable direction to servicers based on data that allows for root cause analysis.


  • Define: The SCF describes a business architecture, or a logical blueprint, for defining and controlling business objectives.
  • Measure: Critical Success Factors from the SCF identify key focus areas where the servicer must perform effectively, using generally accepted metrics.
  • Analyze: Using data collected, trending, comparative, and regression analysis can help to provide insight into operations and performance drivers.
  • Improve: Servicer and Servicing Management- defined action plans to address performance gaps and opportunities.
  • Control: Framework is applied across all servicers and provide a quick means to understand the inputs and outcomes across servicing activities.