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  "documentTitle": "Reshaping NYCHA support functions",
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      "kind": "callout",
      "text": "Move to an accountable NYCHA that is more property-centric, less hierarchical, and excels in its core capabilities",
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      "text": "Ensure driving toward becoming a best-in-class performer with best-in-class employees: Avoid re-inventing the wheel, leverage best practices (internal and external); Insist on top quartile performance in operating and customer service metrics; Integrate performance management into processes; Bias toward transparent, data-driven decision-making and clear accountability",
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      "text": "Design for long-term strategic value while still identifying quick wins: Build capabilities in line with key strategic priorities (Plan NYCHA); Invest and develop for long-term solutions rather than quick fixes",
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      "text": "Use best-in-class technology to drive process redesign not vice-versa: Leverage technology to replace inefficient processes; Reduce system complexity; adapt simple technology rather than develop complex, customized solutions unless necessary; Target new data requests and information needs to business requirements and minimize additional layers",
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      "kind": "title",
      "text": "Defined guiding principles for operating model design (II/II)",
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