The New York City Housing Authority (NYCHA) today announced as of June 1, 2013, it has reduced the number of open work orders to less than 245,000 from a peak of 423,000. The reduction is a result of NYCHA’s Action Plan to improve its efficiency in responding to maintenance and repair work orders. The decrease of approximately 178,000 work orders positions NYCHA to achieve its goal of eliminating the backlog by the end of 2013. NYCHA has created Planning Units that schedule skilled trade workers and ensure they have materials so that they can perform more efficiently and more work can be completed. As NYCHA continues to implement the Action Plan throughout the year, residents will begin to see shorter wait times to address issues in their apartments. NYCHA's ultimate goal is to meet a service level expectation of responding to maintenance requests within an average of seven days and addressing complex maintenance requests within an average of 15 days. Emergency repairs will continue to be handled within an average of 24 hours. Currently, NYCHA is addressing mildew, intercom, compactor, roof fans, doors, and public space lighting repairs in less than two weeks.
NYCHA continues to implement components of its Action Plan, to date it has added 565 employees to support the work order reduction plan, including 389 new maintenance and skilled trade workers and 176 maintenance support workers hired in 2012 and funded by a $10 million allocation from the City Council. NYCHA has also improved its performance management systems; improved the availability of materials; improved work order coordination and planning; and modified its work management system, along with other process improvements. In order to better engage frontline staff, NYCHA developed a presentation in which the Property Management Directors, the Executive Vice President for Operations and the General Manager describe key aspects of the Plan. Following each presentation, managers encouraged staff to share their observations, comments, and concerns about how the Plan is progressing.
NYCHA’s Action Plan is based on a combination of internal process improvements and additional resources made available through internally generated savings ($30 million) and City Council funds ($10 million). These amounts fund NYCHA’s Action Plan, combined with efficiencies in the Authority’s existing operations. The Action Plan was developed by NYCHA management with input from employees, residents; the labor unions representing NYCHA workers; and advocacy groups. NYCHA will continue to provide regular progress updates on this initiative on its website, www.nyc.gov/nycha.