Partnering with the Federal Government to Deliver Mission-Critical Results

Federal agencies operate at a scale and level of scrutiny unlike any other environment. Nelnet brings 15+ years of direct federal experience, including long-standing partnerships with the U.S. Department of Education and the U.S. Department of Health and Human Services to help agencies navigate compliance requirements, modernize aging systems, and deliver the reliable, accessible services their customers expect. We understand what it takes to operate in a highly regulated federal environment, and we build our solutions around it.

Our Offerings

We develop solutions that support your agency’s unique mission and needs, and the people you serve. From cloud migration and system modernization to contact center support and end-to-end program management, our expert teams deliver outcomes that advance your agency’s goals.

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, digital accessibility solutions, 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 Services

Nelnet helps you create inclusive digital experiences that meet accessibility standards and serve every user with audits, remediation, training, and ongoing expert support that builds a culture of accessibility across your organizations.

Built for the Demands of the Federal Environment

Customers’ expectations of interacting with the federal 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.

Federal Government Experience

With 15+ years of direct federal program experience, Nelnet understands the operational, regulatory, and service delivery demands unique to federal agencies and builds solutions designed to meet them.

Compliance and Security Focus

Every Nelnet federal engagement is supported by our expert compliance and cybersecurity teams, with experience in NIST 800-53, FedRAMP, FISMA, and other federal security and compliance frameworks.

Mission-Centered Partnership

Nelnet customizes solutions to your agency’s mission and needs. Our team provides ongoing support and adapts as your program evolves.

Integrated Technology and Service

Nelnet combines technology modernization with scalable contact center and back-office operations, delivering integrated solutions that provide a human connection alongside digital efficiency.

Proven at Scale

Nelnet has processed 76.3M payments in a single year and managed over $500B in assets, giving federal agencies confidence that our solutions perform at the scale federal programs require.

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.

Loan 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.

0 B

In Assets Serviced on Proprietary Technology Platforms

0 M

Payments Processed Since 2019

0 M+

Payments Processed Per Month With 96%+ Electronic Payments

0

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

U.S. Department of Education / Office of Federal Student Aid

The U.S. Department of Education’s Office of Federal Student Aid supports millions of borrowers carrying federal student loan debt. For those borrowers, many of them recent graduates navigating repayment for the first time, understanding forbearance, deferment, and repayment plan options can be overwhelming. For FSA, coordinating with servicers to administer loan programs efficiently while reducing delinquency and default requires a proven, scalable partner committed to exceptional borrower support.

Objective

FSA needed a reliable long-term partner to deliver a scalable, secure, customer-focused loan servicing platform, one capable of handling tens of millions of payments annually while keeping borrowers informed, engaged, and on track with their repayment obligations.

Solution

For 15+ years, Nelnet has provided FSA with a scalable, reliable, and secure customer-focused loan servicing platform coupled with comprehensive borrower support. This partnership is built around key agency objectives reducing delinquency and default while delivering an efficient, compliant servicing experience that helps borrowers navigate repayment with confidence.

Key Services Provided

Loan Servicing

Nelnet services federal student loan assets on proprietary technology platforms, delivering proven repayment performance and high customer satisfaction among borrowers.

Application Processing

Nelnet’s flexible, white-label loan application system meets FSA’s rigorous operational requirements providing a scalable solution that adapts to complex program needs.

Program Management

Nelnet manages specialized programs requiring accurate, timely processing, demonstrating the depth of operational expertise FSA relies on to serve its borrower population.

System Modernization

Nelnet continuously modernizes FSA’s technology infrastructure, improving the borrower experience and ensuring the platform keeps pace with the evolving expectations of today’s students and graduates.

Results

$508B+
in assets serviced in 2025

76.3M
payments processed in 2025

15+
years supporting FSA loan servicing

Contact Us

We look forward to talking with you about our flexible solutions and services developed to meet the unique needs of government agencies.

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