FHFA enterprise service desk – IT help desk

Project Info

Client FHFA
Skills Ensuring Regulation at the Federal Housing and Finance Administration (FHFA)

Project Description


Integrating standard processes and technologies for the Federal Housing and Finance Agency (FHFA)


FHFA is an independent federal agency responsible for regulating Fannie Mae, Freddie Mac, and the 12 Federal Home Loan Banks. As a result of the housing and financial crisis in late 2008, federal lawmakers consolidated and refocused several small regulatory bodies to allow for better communication and standardization. FHFA was born out of the merger of the Federal Housing Finance Board (FHFB) and the Office of Federal Housing Enterprise Oversight (OFHEO). Their challenge was to ensure that the IT Help Desks supporting each agency continued to provide support to the integrated mission. Each location contained a different end user community with differing tools, service delivery models, and vendor relationships.


FHFA enterprise service desk – IT help deskWhen FHFA was first formed, it was Indigo IT that recommended that the Help Desks from both organizations be integrated into a single Enterprise Service Desk. Our solution resulted in more streamlined end-user support, reduced costs, and standardized processes and technologies. The Indigo IT team dedicated significant resources and planning to execute the transition process. We worked side-by-side with the existing IT Help Desk teams to capture knowledge, implement new staff training, and develop innovative and cost efficient procedures. One such strategy was to cross-pollinate IT Help Desk staff from FHFB and OFHEO by having them work on the opposite team. This resulted in a successful integration. The teams were able to quickly understand the needs of one another’s customers and learn the integrated processes for supporting FHFA overall.

The Indigo Difference:

Indigo IT distinguishes its approach by focusing on the human aspect of IT integration. We understood that FHFB and OFHEO had different cultures and different end user needs. This meant that integrating the Help Desks would be more than just a technology exercise. It would involve the technical support teams collaborating with one another effectively to support mission requirements. With this collaborative approach, Indigo IT was able to deliver an innovative, low-risk transition that offered lasting budgetary and end-user support benefits. Indigo IT went on to meet 100 percent of all contract performance requirements throughout the life of the contract. At Indigo IT, we think ahead so you stay ahead.