The U.S. Federal Government and Nelnet

Partnering with the State and Local Government to Advance Your Mission

State agencies and local municipalities are asked to deliver more with less such as balancing modernization needs, growing constituent expectations, and limited IT and operational resources. Nelnet brings experience across state workforce agencies, health and human services departments, housing programs, and municipal governments to deliver solutions that fit your environment and scale with your needs. Whether you’re standing up a new program, modernizing a legacy system, or improving constituent service delivery, Nelnet is built for the realities of state and local government.

Our Offerings

Nelnet’s solutions address the unique needs of your organization and the people you serve. From system modernization and accessibility remediation to contact center support and back-office processing, our expert teams deliver the outcomes your constituents and stakeholders expect.

Technology Solutions

Nelnet partners with you to design, modernize, and manage secure, scalable technology solutions, strengthening digital infrastructure, implementing responsible AI capabilities, and supporting long-term mission success.

Customer-Centric Services

Nelnet helps you deliver accessible, seamless service experiences to the people who depend on you through human-centered design, data-informed insights, and integrated service delivery that improves satisfaction and builds lasting trust.

Operational Optimization and Support

Nelnet helps you streamline operations, modernize workflows, and maintain mission-critical systems with confidence, reducing operational risk and freeing your team to focus on what matters most.

Digital Accessibility

Nelnet helps state and local agencies meet and maintain WCAG and ADA accessibility standards, auditing, remediating, and building a path to digital equity for every resident you serve.

Built for the Realities of State and Local Government

Customers’ expectations of interacting with the government have dramatically changed. Today, customers expect and demand that government interactions are on the same par as their experiences with private organizations. Nelnet is your proven partner for managing and advancing vital business processes and deploying innovative technology solutions that increase your agency’s productivity and efficiency to better support the needs of the people you serve.

State and Local Experience

Nelnet has served state workforce agencies, health and human services departments, housing finance authorities, municipal governments, bringing deep familiarity with the operational and regulatory landscape at the state and local level.

Compliance and Security Focus

Nelnet’s state and local engagements are backed by our expert compliance and cybersecurity teams, with experience navigating state-specific regulatory environments and accessibility mandates.

Flexible, Scalable Solutions

Nelnet’s solutions are built to scale with your agency’s needs, whether you’re managing a rapid influx of program demand or standing up a new initiative with limited resources.

Trusted Local Partnership

Nelnet customizes solutions to your unique community requirements and provides ongoing support as your needs evolve.

Integrated Technology and Service

Nelnet combines modern technology with scalable service delivery, providing agencies with both the digital infrastructure and the human support needed to serve diverse constituent populations.

Case Study: U.S. Department of Education/Federal Student Aid

One of the most challenging functions of the federal government is the application for and the distribution, management, and reimbursement of funds between the government and its customers. Discover how Nelnet, the nation’s largest federal student loan servicer, has gained the respect of the agency it serves.

The Challenge

The federal student loan program is one of the largest and most complex programs between the government and its customers. For the millions of borrowers carrying federal student loan debt, navigating forbearance and deferment options or selecting from the numerous payment plans available to make payment on trillions of dollars in student loan debt can be both confusing and challenging. For the U.S. Department of Education’s office of Federal Student Aid (FSA), working with multiple servicers to administer its various loan programs efficiently to borrowers is an immense task.

The Solution

For 14 years, Nelnet has been providing FSA with a scalable, reliable, and secure customer-focused loan servicing platform coupled with a high level of borrower support. This support focuses on key agency objectives of reducing borrower delinquency and default. While offering efficient, compliant support to FSA, Nelnet has also provided exceptional service to its customers. As part of this contract, Nelnet provides these valuable services.

Servicing

We service federal student loan assets on proprietary technology platforms with proven successful repayment and customer satisfaction among borrowers.

Application Processing

Exceeding operational requirements, our flexible, white-label solution provides a premier loan application system that is easily scaled and adapted to FSA’s complex programs.

Program Management

Based on proven success, Nelnet was assigned to handle accurate and timely application processing for a highly complex, specialized program, Total and Permanent Disability (TPD).

System Modernization

To meet the demands of today’s digital-first student loan borrowers, Nelnet updates and improves existing technology infrastructures and processes.

The Results

Nelnet’s reputation and past success working with FSA and our ability to continue to offer innovative technology and efficient, effective servicing for FSA’s student loan programs and customers has led to the recent awarding of a new servicing contract to Nelnet beginning after 2024.

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In Assets Serviced on Proprietary Technology Platforms

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Payments Processed Since 2019

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Payments Processed Per Month With 96%+ Electronic Payments

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Avg. Borrower Satisfaction Score (Other Servicers’ Avg. Score 6.7)

State of Colorado, Office of Information Technology

When Colorado mandated that all state agency applications meet ADA Title II accessibility standards by July 2024, the state’s most widely used public-facing app needed a fast, expert-led accessibility overhaul. Discover how Nelnet helped Colorado’s Office of Information Technology meet its mandate on time.

Objective

Colorado House Bill 21-1110 required all state agency applications to meet ADA Title II accessibility standards by July 1, 2024. The myColorado app, the state’s flagship digital platform used by over one million residents for services ranging from digital IDs to agency interactions, required a comprehensive accessibility overhaul on a tight deadline. The Colorado Office of Information Technology (OIT) needed a partner with the technical depth and government experience to execute quickly and correctly.

The Solution

Nelnet embedded accessibility engineers directly within Colorado’s OIT team, conducting a full audit and remediation of the myColorado app across both iOS and Android platforms. Working in close partnership with the OIT team, Nelnet delivered WCAG 2.1 Level AA compliance on time ensuring the app met Colorado’s July 2024 mandate and could continue serving over one million residents without interruption.