Post on 17-Jan-2016
A Brave New World
Trainer: Mark Lewis
How beauteous mankind is! O brave new world,That has such people in't!
William ShakespeareThe Tempest (V, i)
Thank you for your Service!
http://hud50.hud.gov/success_stories/
Trends
Population Changes
Harvard Report
http://www.jchs.harvard.edu/sites/jchs.harvard.edu/files/jchs-sonhr-2015-full.pdf
770,000 New Renters each year Nation Vacancy rate down to 7.1% Rental rates are increasing 2X inflation rate
Population Changes
Out of Reach 2014 Report
Education, Jobs, and Housing 5.5 Million youth unemployed Gap in skills to labor market Graduating College students with high debt
and no technical skills
Current Housing Solutions
Tax Credits Important but not keeping up with demand 2.1 Million units constructed or rehabed
RAD $26B needed for PH repairs Limited Scope and Size PBRA or PBV No changes to PIC for now
Multi-Family TRACS 202D Transition to 202D is complete More difficult than we thought Contract Administrators not aligned Voucher Reconciliation requires more
support
Subsidy Complexity Complex subsidy layering increasing More state and local programs More non-profits under one HA
management team More Private/Public Partnerships More complicated financing and
reporting
Cyber Security
PII – Personally Identifiable Information Data breaches more common Government data breaches Cryptolocker Cyber Liability Insurance
New PIC & NGVMS HUD has outdated computer systems Updated HUD computer architecture Heavy reliance on vendors PIC will control all funding calculations NGVMS – Next Generation VMS
Challenges and Changes Population and Rent Changes Rise of Tax Credits, RAD, Specialty
Vouchers Subsidy Layering and Complexity PIC Updates NGVMS Software upgrades! Complexity More with less
Tenmast Challenges Client Growth Migration Challenges Product Development Challenges
Growth of Client Base
Successful Sales to all size clients Increase in clients > 15K vouchers Custom MTW programming Demand for better subsidy layering
and control
WT2+ Migrations
First 15 migrations were problematic Migrations are continuing Quality has improved Additional Training is needed Change is needed to keep pace
Development Challenges TRACS 202D Difficulty Program Customizations WinTen2 Gap items WT2+ speed issues
What we learned. Growing pains Migrations were more difficult Support load was heavier Replaced expert users with novices Support response and resolution time
suffered Product plan and migration plan delayed
Overcoming the Challenge
Overcoming the Challenge
Staff ChangesNew Director of Finance and
Accounting
New Customer Service Leader
Additional support staff
Additional Programmers
Customer Service Renewed focus on Customer Service New Experts on Staff Improved Procedures Better prioritization and escalation of calls Focus on Resolution time Reporting Transparency Ticket Automation and Self Help PST support and CSR flexibility
Focus on Efficiency Automated testing and release Improvements in program speed Work flow analysis Sybase 16 – Multi-core support Client Interviews
2+ Development Additional Programmers Programmer Cross training Speed Improvements Improved Agile methods Pair programming Automated regression testing
Implementation & Training Cross Training all Trainers and CSR’s Lindsey Collins appointed Training Lead Development of Coaches and Business
Analyst Tenmast University Job Aids Tenmast University Gamefication
IT & Security
Increased Hosting capability Created a “Hot Site” IT Consulting Services Intrusion Detection and Monitoring Sybase 16 Multi-core support
More than a Software Vendor
PARTNER
What’s Next... More responsive Customer Service Faster and Better Migrations Tenant Portal On-Line Payments Usability Improvements Accounting Programs in 2+
Thanks!