IMPROVING EFFICIENCY OF PUBLIC HOUSING WORK ORDER PROCESS

The New York City Housing Authority (NYCHA) is the largest landlord in New York City, with about 178,000 apartments across the five boroughs. With its scarce financial resources and limited staffing capability, NYCHA struggles to process the approximately 2.8 million repair requests that it receives annually, resulting in a significant backlog. Dedicated to operating more efficiently, NYCHA enlisted a Capstone team to conduct an in-depth analysis of its work order data and processes. Focusing on NYCHA developments in the borough of Brooklyn, the team conducted quantitative and qualitative analyses, including site visits and interviews, to better understand the root causes of the work order backlog. The team developed recommendations for NYCHA to enhance the allocation of scarce resources, improve service levels for work orders, and boost the overall quality of life for NYCHA residents.