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      "text": "In addition to financial impacts, significant improvements to service quality and organizational effectiveness will improve many aspects of customer and employee experiences. Tenants and landlords: more reliable, user-friendly customer service access points (e.g., Section 8 recertification); streamlined processes and reduced burden (e.g., eliminated document requirements); faster workorder turnaround as piloted best practices become adopted more broadly. Employees: simplified, more efficient processes and policies to increase employee productivity; greater employee engagement.",
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