The Department’s Public Housing REAC Division had an 8-year old system that needed to handle over 200,000 callers per month, in addition to mail, fax, and legislative requests. Only 80% of the requests were being addressed due to the inefficiency in the business process. Operators had to work with multiple systems to respond with the necessary information. IDL was brought in to provide business process reengineering of the Technical Assistance Center’s Customer Assistance Subsystem (CASS).

	Our approach began with a thorough analysis of ongoing operations and identifying opportunities for improving efficiency. This work included modifying applications to include information from multiple back-end platforms while providing a simplified user interface with one central computer screen. We developed and implemented a strategy that defined a definitive flow process, which ensured that request status was tracked continuously.

	Our ability to re-engineer the division’s business processes resulted in immediate benefits. We were able to successfully shorten the response process flow while optimizing operator willingness and ability to log all correspondence by providing all the pertinent information in a single screen. We reengineered the business process to provide 100% logging of calls and communications, in addition to cutting transaction time by 70%.