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/

Success Stories

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New PIC & NGVMS HUD has outdated computer systems Updated HUD computer architecture Heavy reliance on vendors PIC will control all funding calculations NGVMS – Next Generation VMS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!