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III. Organization and Technology Improvements Ginnie Mae, as part of its commitment to excellence in customer service, continued to improve program and product services and outreach to issuers and other program partici- pants in Fiscal Year 2001.  Ginnie Mae has streamlined its processes and provided greater flexibility in its guidelines and regulations to meet corporate goals.  The resulting efficien- cies are providing substantial savings to the mortgage market. In addition, Ginnie Mae has undertaken numerous initiatives to improve the quality of service provided to its partners and stake- holders. Ginnie Mae has made a commitment to focus on the following areas: Performance Measurement.   Ginnie Mae is working to design and implement a perform- ance measurement program. This will not only strengthen Ginnie Mae’s compliance with the Government Performance and Results Act (GPRA), it will leverage the organization’s ability to meet its objectives on behalf of Americans and the private sector marketplace. Through the disciplined process of perform- ance measurement, a system used by virtually all successful organizations, Ginnie Mae will be better positioned to link its mission to programs and performance. Contractor Oversight.   Ginnie Mae is taking a proactive approach to the oversight of its contractors to ensure that current operating procedures minimize risk to Ginnie Mae. This approach has proven invaluable in pro- tecting Ginnie Mae’s assets, strengthening internal controls, leveraging performance and ensuring accountability. Communication.   Ginnie Mae’s strong rela- tionship with the private sector marketplace allows it to develop and maintain effective communications with many business part- ners. Effective communication has been an important component of Ginnie Mae’s efforts to create increased liquidity in the secondary mortgage marketplace.  The importance of our business partners to organizational goals means that we are continually seeking new ways to build relationships, to communicate about new products and overall market needs, and to raise awareness of our ultimate goal of helping Americans achieve homeownership. Training.   Ginnie Mae’s goals can best be served by supporting knowledgeable and motivated staff and business partners.  Ginnie Mae encourages training for its business part- ners and recognizes that rapid changes in the marketplace require continued training and education to ensure the continued effective- ness of the public benefit we provide. Capital Markets Participants.   Ginnie Mae recognizes a special obligation to its Capital Markets participants.  Through its Capital Markets Office, Ginnie Mae helps customers to respond more effectively to critical issues such as increased market volatility.  Ginnie Mae has undertaken several new initiatives designed to support Capital Markets cus- tomers and is dedicated to supporting their needs. Leveraging Cross-cutting Initiatives.   Ginnie Mae’s mission of helping low- and moderate- income Americans gain access to home mort- gages is just part of HUD’s – and the Federal government’s – efforts to improve housing and economic development in the United States.  Ginnie Mae is committed to working 7 G i n n i e   M a e   A n n u a l   R e p o r t   2 0 0 1