• Client Industry: Financial Services/Secondary Mortgage

• About Client: The client is a government-sponsored enterprise (GSE) chartered by Congress with a mission to provide liquidity, stability and affordability to the U.S. housing and mortgage markets. They operate in the U.S. secondary mortgage market. They work with mortgage bankers, brokers and other primary mortgage market partners to help ensure they have funds to lend to home buyers at affordable rates. They fund mortgage investments primarily by issuing debt securities in the domestic and international capital markets.

• Client Relationship Overview: DISYS has been working with the client for the past 4 years providing consultants to over 50 different projects ranging from development, production support, testing support, maintenance and upgrades. We have provided consultants for each phase of the SDLC including: Project Managers, Business Analysts, Financial Analysts, Developers, Testers, Database Administrators, Network Administrators, System Administrators, and Production Support. In 2007, the vendor community participated in a RFP which was meant to take the vendor pool from 375 vendors down to 15 vendors. DISYS was selected as one of 15 vendors based on candidate quality, rates, references and speed to delivery. We continue to be a top performer supporting IT projects across the company.

Engagement Details:

• Business Need: The client developed an underwriting tool called Desktop Underwriter (DU), which is a free tool for all brokers to use when processing loans. This tool was developed to help brokers assess the level of risk involved in a loan. The advantage of the tool for the client is that this tool creates a standard by which to evaluate loans when the banks decide to sell them to the secondary mortgage market. This tool needs to be supported from an IT and Customer Service perspective



• Project Objectives: The objective of the call center is to provide help desk level phone support for brokers who run into issues with the DU tool. The advantage of providing them support is that the client hopes that the brokers will continue to use their tool and not a competitor’s tool.



• Solution Approach: DISYS provided call center representatives and analysts to the client. Since mid-2007, the team has grown to more than 20 analysts. DISYS’ call center representatives analyze and resolve business and technical problems raised by the client’s customers. Problems may be related to:



• Single-Family products and services, specifically Desktop Originator
• Business issues (mortgage banking and primary/secondary market)
• Billing, accounts receivable/collections, and registration activities
• Data communication (import/export, data transmissions, etc.)
• Computers and peripheral hardware (modems, printers, etc.)


• Technology Components and Versions:


• Desktop Underwriter is used by Brokers
• Desktop Originator is used by Lenders




• Business Value: DISYS provided the client with call center representatives and analysts to help brokers and lenders troubleshoot Desktop Underwriter. The support for brokers and lenders, in turn brought more efficiency and productivity to several of Fannie Mae’s core business processes.