The District of Columbia Housing Authority has successfully processed more than 100,000 maintenance requests since designing and launching a streamlined online tool that increases customer service and efficiency, while also providing real-time business data for the agency. 

The maintenance request intake and processing system, which has been assisting the more than 13,000 public housing residents since May 2015, was created to further improve customer service and confidence.

The 24-hour, web-based system allows the customers to spend less time on the phone with service operators and it provides DCHA property managers and executives with exhaustive, real-time data that informs their business decisions. Daily, consistent, and detailed reports of site-specific maintenance requests are delivered to property and operations staff, giving the on-site professionals much needed data to make business decisions, such as budget allocations and planned preventative maintenance.

The system is simple for the customer and the site professionals alike. 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. Also, 23-days after the customer reports the problem, a satisfaction survey is sent to the customer to measure their overall experience.

Currently, the system processes the more than 2,800 maintenance requests each month.

To further ensure quality control and that maintenance requests are being effectively addressed, a random sampling of DCHA’s customers receive a text message following a maintenance request asking them to text a four-digit number if the repair was not completed.

DCHA’s Office of Public Affairs and Communications will be alerted of any negative response. A customer service representative will then call that customer to get more details of what happened and why the work has not been completed. Once the customer service representative captures the customer’s information in the web-based system, the representative follows up with property management and the information is reflected in the daily reports.

This system has led to great improvements and efficiencies for DCHA customers and staff. Customers tell the call center operators that they appreciate the immediate confirmation by way of text and email.

Customer service levels within the call center have increased from a 75 percent answer rate in 2014 to a 93 percent rate in 2017 because the system streamlined much of their work. Property management and maintenance staff have been able to better manage their time and resources with accurate descriptions of issues.



Last modified: 3/6/2018 1:32:49 PM