Carl works at the call center and Cathy manages correspondence and information requests for the authority.Batch correspondence & Notification engine Workflow
Use case: The system should track inbound correspondence and if they have been replied to.
How it works: Contacts are tracked in the system through our entity tracking records, where we track the communication types such as email address, cell phones, home phone, etc. Each entity can play multiple roles within the system to reduce duplication. Contacts are ranked several ways: preferences, bedroom size, household type, income, status type.
The notification engine interacts with SMS protocols that, upon actions within the software, delivers email to Landlords, Tenants, Applicants, Caseworkers and others (e.g. a manager). Inspections, Appeals, Offers, Emails can be triggered in multiple areas including certifications, interviews and payments that have been processed.
Use case: The system may consolidate correspondence/information requests from multiple sources.
How it works: Elite uses letters, emails and portal notifications via the dashboard.
Use case: The system may consolidate correspondence/information requests from multiple sources.
In terms of duplicates, the system allows only one record for each entity, however sometimes a duplication can arise with data or other mishap, such as the incorrect Tax ID being entered. For these situations, a process exists to combine duplicate entities.
Use case: The system should allow users to transmit information to the appropriate business unit
How it works: Data flows between programs with no duplication.
Use case: The system should allow the HA to view information about tenants/landlords at an account level.
How it works: Each applicant, participant (Resident) and owner has their own view within their given portals.
Use case: The system should allow the HA to query and search for information.
How it works: Using Crystal reports, NYCHA can build fully customized reports and extract data directly out of the system. Using SQL, you can write a query to extract a dataset to meet your needs.
Use case: The system should have blanket no-reply correspondence sent out for email correspondence to indicate receipt of the outreach.
How it works: The system sends no-reply correspondence.
Response generation to outreach entity
Use case: The system must allow for a response to be generated and sent to address the outreach.
How it works: We provide email through our notification engine, batch correspondence letters and notification via our portals through our dashboards. All data will be encrypted. Sensitive data will always sit behind the firewall with SQL encryption.
Use case: The system should allow for integration with existing systems to allow automated calls to be placed on a recurring or ad-hoc basis (e.g., for annual recertifications and inspections).
How it works: We are currently working with a third party provider that will automatically offer calls to inspections and annual recertifications on a recurring basis.
Use case: The system should allow for integration with the call center and provide read access and querying capabilities.
How it works: While we don’t have this module, we do have robust role security functionality in Elite and roles in the Portals that will allow a call center to have limited, but necessary, access.
Use case: The system should allow for certain call center users to update cases to assist tenants (e.g., generate documents, update information, reschedule inspection, etc.).
How it works: Call center users like Carl and Cathy can log into the system with the ability to print documentation and update the cases. For instance, the system typically reschedules the inspection based on what was passed/failed, however, if Carl needs to reschedule the inspection sooner, he may do so.
Use case: The system should have an IVR function or integrate with existing Cisco IVR product to manage incoming calls to the call center.
How it works: The system is open, allowing the ability to integrate with an IVR solution.
Hearing Impaired Accessibility
Use case: The system should have a means to provide accessible communication to hearing impaired parties that contact the call center over the phone, or integrate with NYCHA’s existing solution.
How it works: We are in the process of working with a third party to take advantage of voice, email, and 2-way SMS (text).