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  "documentTitle": "Reshaping NYCHA support functions",
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      "text": "With BCG support, NYCHA formed a cross-functional Risk Mitigation team that identified and executed 9 separate initiatives that significantly reduced agency risk – e.g.,\nRe-designed Voucher Management System reporting for HUD\nAchieved 95% HUD Reporting Rate\nReconciled port-in billing across systems\nRe-designed and activated new terminations policy\nEliminated backlogs in scanning, printing, uncategorized mail, certifications\nCompleted 2010 and 2011 mock RIM audit\nImproved inspections process and completed first pass of re-design\nFor 2012, perform process re-design on critical processes and automate new terminations policy to ensure maximum compliance\nStarting in 2013, develop and implement online capability to generate savings and improved customer service\nFrom 2013 through 2015, develop enhanced fraud and rent reasonableness capability\nNYCHA to implement performance management to identify high performers and employees with obsolete skills; promote high performers and retrain or exit employees with obsolete skills",
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      "text": "Participant-led, efficient service model\nMuch more efficient ($8-10M annual savings) and effective (less re-work, greater quality control) program than today; considered best-in-class among PHAs\nHighly-innovative, fully functional online capability; transformation from mail-reliant, compliance-driven model to customer-friendly, self-service model with 90% online usage\nUp to $50M in potential HAP savings through fraud reduction/prevention and more rigorous rent reasonableness approach",
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