NYCHA Transformation Plan NYCHA’s Blueprint for Change: Transformation Plan March 2, 2021 1 NYCHA Transformation Plan Table of Contents Introduction .............................................................................................................. 6 NYCHA in Context ................................................................................................... 12 A. NYCHA & New York City ..................................................................................................... 12 B. Current Challenges ............................................................................................................. 14 HUD Agreement Obligations ................................................................................... 17 Policies and Procedures ..................................................................................................... 18 Nimble, Responsive Operations ......................................................................................... 19 Monitoring Ourselves ........................................................................................................ 19 Delivering Large-Scale Projects .......................................................................................... 20 Clear Data-Driven Metrics.................................................................................................. 20 [CALL OUT BOX] NYCHA’s Mission & Vision .............................................................................. 21 Mission Statement ................................................................................................................. 21 Vision Statement ................................................................................................................... 21 Governance Structure ............................................................................................. 21 A. Chair and Board of Directors ............................................................................................. 22 B. Chief Executive Officer (CEO) ............................................................................................. 23 C. Chief Operating Officer (COO) ........................................................................................... 24 D. Chief Asset & Capital Management Officer (CACMO) ....................................................... 24 E. Chief Financial Officer (CFO) .............................................................................................. 25 F. Chief Administrative Officer (CAO) .................................................................................... 25 G. Other Functional Areas Reporting to the CEO ................................................................... 25 NYCHA’s New Operating Model.............................................................................. 25 The Neighborhood Model .................................................................................................. 26 [CALL OUT BOX] Accountability................................................................................................. 30 Borough Administration Teams ......................................................................................... 31 Maintenance Operations – Work Order Reform ............................................................... 34 [CALL OUT BOX] Closing Work Tickets ...................................................................................... 37 Alternative Work Schedules (AWS) ................................................................................... 38 Property Managers & Property-Based Budgeting ............................................................. 42 Alternative Management Options ..................................................................................... 44 2 NYCHA Transformation Plan Labor & Collective Bargaining ............................................................................................ 45 Public Housing Tenancy Administration ............................................................................ 45 Technical Services Teams ................................................................................................... 49 Operational Analysis & Contract Management (OACM) ............................................... 52 Healthy Homes ............................................................................................................... 53 Elevator Service & Repair ............................................................................................... 53 Heating Management Services ...................................................................................... 54 Emergency Services ........................................................................................................ 54 Waste Management and Pest Control ........................................................................... 55 Quality Assurance .............................................................................................................. 56 Safety & Security ................................................................................................................ 56 [CALL OUT BOX] Culture of Service ........................................................................................... 60 [CALL OUT BOX] Breaking Down Silos ....................................................................................... 62 NYCHA’s Financial Plan ........................................................................................... 63 Rent Collection ................................................................................................................... 63 Staffing Modelling & Analysis ............................................................................................ 66 2021 Five-Year Operating Plan .......................................................................................... 68 Strengthen Property-Based Budgeting .............................................................................. 69 Central Office Reorganization ................................................................................. 71 Human Resources .............................................................................................................. 71 Strategy A.1: Implement a Human Capital Management System ................................. 71 Strategy A.2: Empower staff through enhanced Employee Engagement & Recognition efforts .................................................................................................................................... 72 Learning and Development ................................................................................................ 73 Strategy B.1: Launch a Learning Management System (LMS) ....................................... 74 Strategy B.2: Align Training with the Neighborhood Model .......................................... 75 Strategy B.3: Regularly evaluate NYCHA managerial job performance against core competencies and goals ........................................................................................................ 75 Supply Chain Management ................................................................................................ 76 Strategy C.1: Create Chief Procurement Office ............................................................. 76 Strategy C.2: Re-design the procurement and vendor management process .............. 76 3 NYCHA Transformation Plan Compliance and Environmental Health and Safety Department (EH&S) .......................... 78 Strategy D.1: Provide Regular Reporting on System-Wide Challenges ......................... 79 Strategy D.2: Conduct System-Wide Bi-Annual Risk Assessment Analysis and Property- Level On-Site Monitoring, and Technical Assistance ............................................................. 79 Strategy D.3: Conduct Root Cause Failure Analyses of Building Systems ...................... 81 Information Technology (IT) .............................................................................................. 81 Strategy E.1: Develop a holistic strategic direction for IT .............................................. 81 Strategy E.2: Close the inter- and intra-departmental divide across major IT services and engagements .................................................................................................................. 82 Strategy E.3: Buildout a cybersecurity program and enhance testing function ............ 83 Strategy E.4: Standardize around IT Service Management (ITSM) processes ............... 84 Community Engagement & Partnerships .......................................................................... 84 1. Strategy F.1: Strengthen engagement under 24 CFR §964 ............................................ 85 2. Strategy F.2: Strengthen Engagement with Community Partners ................................. 87 3. Strategy F.3: Partnering with Residents to Improve Quality of Life .............................. 87 [CALL OUT BOX] Community Centers ....................................................................................... 88 [CALL OUT BOX] Fund for Public Housing ................................................................................. 89 Equal Opportunity .............................................................................................................. 90 [CALL OUT BOX] Diversity Inclusion & Equity ..........................................................................