MANAGEMENT ANALYSIS: DEVELOPING AN EFFECTIVE OPERATIONS SYSTEM

The New York City Housing Authority (NYCHA) is a city agency that works to provide affordable housing throughout New York City's five boroughs to low and moderate-income residents. To fulfill its mission to serve over 400,000 tenants, NYCHA developed NextGeneration NYCHA-a 10-year strategic plan to increase operating capacity and connect residents with social services. With over 300 housing developments and 50,000 court cases per year, both the law department and property management team face staffing constraints, which have impacted the rent collection process and tracking of rent delinquency legal cases. NYCHA enlisted a Capstone team to provide recommendations to close the administrative gaps within the legal process. The team conducted stakeholder interviews, on-site visits, and an in-depth analysis of current practices within the law department. The team's research culminated in a report that provided recommendations on operational property management practices to streamline rent collection processes and tracking of legal cases for rent delinquency.