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      "text": "Reorganize and streamline department (including shadows): Short-term, focus on needs currently identified by customers including enhanced training and support for performance mgmt; Longer-term, reorganize and work in partnership with lines of business to address evolving business needs; invest in strategic capabilities (e.g., Workforce Planning team, HR generalist liaisons, Performance Management Specialist, broadened support in employment and labor relations); Reduce inefficient processes through select outsourcing / partnerships, automation, and a review of services offered. Implement a NYCHA-wide (managers and non-managers) performance management system to identify and create action plans for top and bottom performers: Roll out evaluation tools across the agency, differentiated by level; Identify high and low performers and leverage evaluations to generate individual development plans for all employees; Provide training on review and disciplinary process (focused on represented employees); Take appropriate actions to address high and low performance",
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      "text": "Compliance-driven model with transactional business area relationships. NYCHA's HR department was functioning as a compliance-driven organization with a higher than average cost to serve per employee. Focused on transactional activities, HR was providing limited strategic business support to its clients with little intradepartmental collaboration. Inefficient, paper-driven processes contributed to a costly HR/employee ratio. NYCHA also lacked an organization-wide performance management system, making it challenging to take appropriate actions with high and low performers. Performance evaluations were limited to managerial employees given the civil service and union environment. Employees were not provided with development plans, against which they could act or otherwise be held accountable. There was little direction provided on how to appropriately address high and low performers, including a general lack of understanding of the disciplinary process.",
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