2. A Brave New World Trainer: Mark Lewis

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

8. Thank you for your Service! http://hud50.hud.gov/success_stories/

9. Success Stories http://hud50.hud.gov/success_stories/

10. Trends

11. Population Changes

12. Harvard Report http://www.jchs.harvard.edu/sites/jchs.harvard.edu/files/jchs-sonhr-2015-full.pdf  770,000 New Renters each year  Nation Vacancy rate down to 7.1%  Rental rates are increasing 2X inflation rate

13. Population Changes Out of Reach 2014 Report

14. 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

15. Current Housing Solutions

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

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

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

19. 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

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

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 New PIC & NGVMS  HUD has outdated computer systems  Updated HUD computer architecture  Heavy reliance on vendors  PIC will control all funding calculations  NGVMS – Next Generation VMS

22. 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

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

24. 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

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

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

27. 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

28. Overcoming the Challenge

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

31. 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

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

33. 2+ Development  Additional Programmers  Programmer Cross training  Speed Improvements  Improved Agile methods  Pair programming  Automated regression testing

34. 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

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

36. More than a Software Vendor

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

38. Thanks!