Small Business Administration:

Enhancements Needed for Loan Monitoring System Benchmark Study

AIMD-99-165: Published: May 14, 1999. Publicly Released: May 14, 1999.

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Joel C. Willemssen
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Pursuant to a congressional request, GAO reviewed a benchmark study conducted by a contractor comparing the Small Business Administration's (SBA) loan monitoring business processes to those of selected public and private sector organizations.

GAO noted that: (1) the benchmark study was an important first step in SBA's efforts to develop a loan monitoring system; (2) it identified wide gaps between SBA's practices and its benchmark partners; (3) however, the study would be more useful if it included a better definition of processes associated with best practices, addressed monitoring processes for important activities delegated to lenders, collected measurement data on SBA's and the benchmark partners' processes, identified goals for reengineering, and identified potential outsourcing and candidate systems for purchase; and (4) SBA agreed with this analysis and stated that it plans to act on each of these items.

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