A Brave New World Trainer: Mark Lewis

How beauteous mankind is! O brave new world, That has such people in't! William Shakespeare The TempestThe Tempest (V, i)

Thank you for your Service!

Success Stories

Trends

Population Changes

Harvard Report  770,000 New Renters each year  Nation Vacancy rate down to 7.1%  Rental rates are increasing 2X inflation rate

Population Changes Out of Reach 2014 Report

Education, Jobs, and Housing  5.5 Million youth unemployed  Gap in skills to labor market  Graduating College students with high debt and no technical skills

Current Housing Solutions

Tax Credits  Important but not keeping up with demand  2.1 Million units constructed or rehabed

RAD  $26B needed for PH repairs  Limited Scope and Size  PBRA or PBV  No changes to PIC for now

Multi-Family TRACS 202D  Transition to 202D is complete  More difficult than we thought  Contract Administrators not aligned  Voucher Reconciliation requires more support

Subsidy Complexity  Complex subsidy layering increasing  More state and local programs  More non-profits under one HA management team  More Private/Public Partnerships  More complicated financing and reporting

Cyber Security  PII – Personally Identifiable Information  Data breaches more common  Government data breaches  Cryptolocker  Cyber Liability Insurance

New PIC & NGVMS  HUD has outdated computer systems  Updated HUD computer architecture  Heavy reliance on vendors  PIC will control all funding calculations  NGVMS – Next Generation VMS

Challenges and Changes  Population and Rent Changes  Rise of Tax Credits, RAD, Specialty Vouchers  Subsidy Layering and Complexity  PIC Updates  NGVMS  Software upgrades!  Complexity  More with less

Tenmast Challenges  Client Growth  Migration Challenges  Product Development Challenges

Growth of Client Base  Successful Sales to all size clients  Increase in clients > 15K vouchers  Custom MTW programming  Demand for better subsidy layering and control

WT2+ Migrations  First 15 migrations were problematic  Migrations are continuing  Quality has improved  Additional Training is needed  Change is needed to keep pace

Development Challenges  TRACS 202D Difficulty  Program Customizations  WinTen2 Gap items  WT2+ speed issues

What we learned.  Growing pains  Migrations were more difficult  Support load was heavier  Replaced expert users with novices  Support response and resolution time suffered  Product plan and migration plan delayed

Overcoming the Challenge

Staff Changes New Director of Finance and Accounting New Customer Service Leader Additional support staff Additional Programmers

Customer Service  Renewed focus on Customer Service  New Experts on Staff  Improved Procedures  Better prioritization and escalation of calls  Focus on Resolution time  Reporting Transparency  Ticket Automation and Self Help  PST support and CSR flexibility

Focus on Efficiency  Automated testing and release  Improvements in program speed  Work flow analysis  Sybase 16 – Multi-core support  Client Interviews

2+ Development  Additional Programmers  Programmer Cross training  Speed Improvements  Improved Agile methods  Pair programming  Automated regression testing

Implementation & Training  Cross Training all Trainers and CSR’s  Lindsey Collins appointed Training Lead  Development of Coaches and Business Analyst  Tenmast University Job Aids  Tenmast University Gamefication

IT & Security  Increased Hosting capability  Created a “Hot Site”  IT Consulting Services  Intrusion Detection and Monitoring  Sybase 16 Multi-core support

More than a Software Vendor

What’s Next...  More responsive Customer Service  Faster and Better Migrations  Tenant Portal  On-Line Payments  Usability Improvements  Accounting Programs in 2+

Thanks!