https://www.americancityandcounty.com/wp-content/themes/acc_child/assets/images/logo/footer-logo.png
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcast
    • Latest videos
    • Product Guides
  • Resources & Events
    • Back
    • Resources
    • Webinars
    • White Papers
    • IWCE 2022
    • How to Contribute
    • Municipal Cost Index – Archive
    • Equipment Watch Page
    • American City & County Awards
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Statement
    • Terms of Service
American City and County
  • NEWSLETTER
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcasts
    • Latest videos
    • Product Guides
  • Resources/Events
    • Back
    • Webinars
    • White Papers/eBooks
    • IWCE Expo
    • Calendar of Events
    • How to Contribute
    • American City & County Awards
    • Municipal Cost Index
    • Equipment Watch Page
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Stament
    • Terms of Service
  • newsletter
  • Administration
  • Economy & Finance
  • Procurement
  • Public Safety
  • Public Works & Utilities
  • Smart Cities & Technology
  • Magazine
acc.com

Commentaries


Commentary

Why public housing authorities need technology for costs and customer service

Why public housing authorities need technology for costs and customer service

Knoxville's Community Development Corporation IT & Procurement Director Terry McKee explains the areas in which public housing authorities can most benefit from employing technology in their operations.
  • Written by American City & County Administrator
  • 3rd August 2016

By Terry McKee

Federal funding for public housing authorities (PHAs) has been declining while operating costs, demands for units and capital needs continue to accelerate. There is not widespread support for improving funding, nor is there really money available even if the political will to increase funding was present. Most PHAs will likely continue to struggle financially for the foreseeable future. 

PHAs, like most governments and businesses, have a predictable routine when facing budget shortfalls. Travel, training and overtime are cut. After that, entities look at trimming expenses (often across the board cuts). Finally, PHAs look to cut employee positions. These may prudent steps to take, but technology options may provide some cost relief while improving customer service.  Some technological cost saving and improved delivery ideas already implemented by PHAs and others include the following: 
 

Administrative 
PHA management is complex because it involves complying with numerous federal, state and local requirements. Technology can help reduce this burden in many ways including “Management Dashboards” showing real time data whenever management needs it.   Dashboards are configured to supply the information pertinent to each employee.  Other ideas include:

Automating the employment application process, leave requests/tracking functions, W2 production and ACA document production.  Establish direct deposit of pay checks and other employee reimbursements. Implement emailing of general correspondence instead of using USPS.  Replace traditional landline phone systems with internet based VoIP systems. Replace landlines with cell phones instead of having both types of phones. Replace personal printers with multi-function copiers. Automate as many HUD and state reports as possible.  Use Electronic Document Management Systems to avoid paper, printing and storage costs.
 

Vendors
PHAs spend considerable time and resources interacting with vendors. Automate these interactions as much as possible by using email to communicate with vendors. Use email to automate the purchase order process. Implement ACH payments in place of checks and use P-cards for payments. Create vendor portals where vendors track their payments. Create Section 8 landlord portals to track availability and payments. Establish webpages to communicate information, purchasing needs, vendor registration, et cetera.
 

Residents
PHAs exist to serve their residents and spend considerable time and effort to do so. Technology can make this work more efficient. Create resident portals that allow residents to apply for housing, check for account information, make online payments, submit work order requests, make inquiries to management, et cetera. Webpages also assist PHAs by providing information about the properties and procedures for applying for housing. PHAs also use Integrated Voice Response (IVR) systems to allow residents telephonic access to account and other relevant information. 

PHA leadership should constantly look for opportunities to better use technology, research technology options and decide which work best for their entity. PHA staff members can also supply cost saving ideas, and PHAs may choose to hire technology consultants to assess their needs and opportunities.

All technological improvements take time and effort that may seem daunting. However once implemented, the effort pays off by freeing up staff time for work on other value added tasks as we serve the needs of our clients. This is what we should be about – finding ways to better serve our residents. Technology cannot cure everything for PHAs, but it can help reduce costs and improve service delivery. So let’s use technology to improve our operations.

 

Terry McKee is the IT & procurement director for Knoxville’s Community Development Corporation in Tennessee. He has 28 years of public service experience including K12, county and NIGP’s Procurement Consulting team.  Terry can be reached at [email protected].

Tags: Administration Commentaries Commentary

Most Recent


  • Report: Younger employees working in public service are stressed over their jobs, worried about debt
    The COVID-19 pandemic pushed many older workers out of their public service jobs and into early retirement—contributing to the start of the ongoing ‘great resignation’ economic trend while leaving a knowledge gap that’s not easy for younger generations to fill. New research from the MissionSquare Research Group sheds light on the experiences of these younger […]
  • road maintenance
    Road maintenance is a good place to incorporate sustainable practices; predictive data analysis can help
    One way to achieve sustainability is to work to extend the life of an agency’s existing assets, says Matt Sprague, industry strategy director – local government at Trimble, a technology company that offers a variety of integrated infrastructure solutions. The solutions may enable improved decision-making by connecting the right information with the right administrators and […]
  • water systems
    Compliance clock is ticking: Community water systems have one year to complete a Service Line Inventory
    In about 12 months, the Environmental Protection Agency (EPA) will expect all public water systems to have completed a Service Line Inventory, which is a complete accounting of the material of every service connection in the public network that delivers drinking water. The main purpose of the regulation (Lead and Copper Rule Revisions, or LCRR) […]
  • materials
    Public buyers have several options to keep problem materials out of the waste stream
    Cities and counties are taking multiple steps towards sustainability, says Curran Hughes, co-founder and president of Renegade Plastics, a fabric product manufacturer that offers an alternative to PVC (polyvinyl chloride)-coated fabrics. Its low carbon coated fabrics curtail plastic waste and reduce greenhouse gas emissions, according to the company. “Local governments are doing a nice job […]

Related Content

  • Lessons from your friendly neighborhood public service employees
  • Harris County deploys next-generation security in 150 public buildings
  • How local governments can get ahead of the infrastructure wave: Strategies to mitigate risk
  • Prioritizing rapid restore leads to stronger ransomware attack recovery

WHITE PAPERS


7 Resources to Level-up Your Federal Grants Administration and Compliance

5th September 2023

Elevator Phone Line Replacement Strategy | A Guide to Reliable, Code-Compliant Solutions

29th August 2023

2023 State of Public Sourcing Report: The Bright Future of Public Procurement

23rd August 2023
view all

Webinars


Grant Preparedness: Unlocking Funding Opportunities for Your Success

10th August 2023

2023 State of Public Sourcing: Taking Local Governments into a Bright Future

1st August 2023

Stop Playing with Fire: How to Manage Infrastructure Asset Risk So You Know You’re Covered

20th June 2023
view all

Podcast


Young Leaders Episode 4 – Cyril Jefferson – City Councilman, High Point, North Carolina

13th October 2020

Young Leaders Episode 3 – Shannon Hardin – City Council President, Columbus, Ohio

27th July 2020

Young Leaders Episode 2 – Christian Williams – Development Services Planner, Goodyear, Ariz.

1st July 2020
view all

GALLERIES


10 of the leafiest city capitals in the United States

2nd October 2023

10 Safest Cities from Natural Disasters

29th September 2023

Gallery: Hottest temperatures recorded in American cities during July

12th September 2023
view all

Twitter


Newsletters

Sign up for American City & County’s newsletters to receive regular news and information updates about local governments.

Resale Insights Dashboard

The Resale Insights Dashboard provides model-level data for the entire used equipment market to help you save time and money.

Municipal Cost Index

Updated monthly since 1978, our exclusive Municipal Cost Index shows the effects of inflation on the cost of providing municipal services

Media Kit and Advertising

Want to reach our digital audience? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • IWCE’s Urgent Communications
  • IWCE Expo

WORKING WITH US

  • About Us
  • Contact Us

FOLLOW American City and County ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.