The District of Columbia Housing Authority is rolling out version 2.0 of the online tool that has been assisting the more than 6,000 households in DCHA’s traditional public housing portfolio for the past two years. Version 2.0 of the maintenance request system has been streamlined and made faster to further improve customer service.

More than 68,000 work orders have been generated through the system created by the Office of Public Affairs and Communications and launched in May 2015. The new streamlined system means DCHA’s customers will spend even less time on the phone with DCHA’s customer service agents.

“Since DCHA moved to a 24-hour, web-based maintenance request system, our customer satisfaction has increased, maintenance service times have greatly improved, and we’re accurately measuring the work right down to the number of toothbrush holders we need each year,” said Richard White, director of the Office of Public Affairs and Communications.  “By launching version 2.0, we’re increasing the satisfaction of both customers and professional staff.”

The system processes all of the maintenance requests that are reported by DCHA Customers. Once a customer calls to report a maintenance request, messages and alerts are then sent via text and email to the property management staff to alert them of the issue and a receipt of the request is delivered to the customer in the same manner. Within 23 days, customers receive a survey measuring their customer satisfaction and overall experience.  Currently, the system processes the more than 2,800 maintenance requests that come in each month.

The work order system has led to great improvements and efficiencies for DCHA customers and staff. Customers report that they like the having immediate confirmation that their request has been submitted and that they have a voice in how the issue was addressed.



Last modified: 5/30/2017 11:13:25 AM