The New York City Housing Authority won a national award of excellence for an initiative that bridge the economic digital divide was lauded the national award.
NYCHA’s Digital Vans advance the NextGeneration NYCHA goal of modernizing how the Authority does business to improve quality of life and customer service for residents by providing residents with increased internet access and improved digital literacy through tutorials – both crucial in the 21st-century economy.
Since launching in 2014, the vans have served nearly 9,000 residents as computer labs on wheels bringing technology directly to NYCHA communities that have limited or no access to internet services.
“NYCHA is committed to creating more connected public housing communities – and the Digital Vans are moving us towards that goal by bringing Wi-Fi, online resources, and tutorials in technology directly to our developments,” saidNYCHA Chair and CEO Shola Olatoye.
The vans are equipped with eight laptops, a printer/scanner, wireless internet and an instructor, and visit 18 developments biweekly. Additionally, the vans provide internet access to residents who may own a digital device, but lack a wireless connection.
Residents use the labs to apply for jobs, pay rent, and communicate with family. Digital Van staff also teach residents how to use a computer and software for the first time. The Vans also serve as mobile sites supporting online tenant recertification, registration for pre-k enrollment in collaboration with the Department of Education, and construction job fairs.
The National Association of Housing and Development Officials (NAHRO) also recognized the digital vans initiative the National Award of Excellence. The organization is the leading housing and community development advocate for the provision of adequate and affordable housing and strong, viable communities for all Americans—particularly those with low- and moderate-incomes.
“This award recognizes the agency’s innovative Digital Van program that allows NYCHA residents to stay connected to their families and apply for jobs and benefits. It is a model that should be replicated across the country, and I look forward to its continued success,” said Department of Information Technology and Telecommunications (DoITT) Commissioner Anne Roest.
Earlier this year, NYCHA was recognized by the Middle Atlantic Regional Council of the National Association of Housing and Development Officials (MARC-NAHRO) as a leader in Information Technology for its digital initiatives, including the Digital Vans, the MyNYCHA mobile app, and the NYCHA Self-Service Portal:
- MyNYCHA – NYCHA’s Mobile App: MyNYCHA is a free app that puts the repair process in residents’ hands by empowering them to create service requests 24/7. MyNYCHA, which works on mobile devices, smartphones, and tablets, can be used to manage work tickets, receive alerts for development outages, select times for repairs, and reschedule repair dates – reducing calls to NYCHA’s Customer Call Center (CCC) while connecting residents directly to services. A Spanish-language feature has also been incorporated into both the app and web versions of the program. Since initially launching the MyNYCHA app last year, additional features have been added, including the ability to sign up for the NYCHA Journal and view the history of closed work orders. MyNYCHA has been downloaded roughly 30,000 times, and has been used to generate over 121,000 work orders.
- NYCHA Self-Service Portal: As part of the New York City Housing Authority’s goal to enhance customer service, NYCHA launched a Self-Service Portal in 2013 – an internet-based site that allows applicants, Public Housing residents, and Section-8 voucher-holders to complete many transactions online, 24 hours a day, 7 days a week. When first deployed, the site enabled residents to file Public Housing applications online, and gave Section 8 voucher holders the ability update their information online. As usage and demand expanded, NYCHA enhanced the Self-Service Portal, streamlining and simplifying many processes.
As NYCHA becomes a more efficient landlord, the Authority is taking steps to equip employees with digital tools that streamline workflow, enabling staff to spend less time on paperwork and more time assisting residents:
- Mobile Workforce – NYCHA’s Handheld Maintenance Initiative: Digital technology also enables NYCHA employees to spend less time on paperwork and more time assisting residents. The Authority is currently piloting the use of a mobile app on Samsung Galaxy smartphones to better manage maintenance and repairs. Staff are assigned work tickets via the smartphones and can update and close work orders in real time. Full deployment of this mobile system is planned by the end of 2016.
