New York City Housing Authority


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Residents' Corner- What's New

NYCHA Improves the Customer Experience
with Call Center Enhancements


Starting in May 2009, the New York City Housing Authority (NYCHA) will begin implementing an initiative that will replace outdated systems and processes with new technology. The initiative is called NICE, NYCHA Improving the Customer Experience. The NICE initiative will help NYCHA provide a consistent, reliable and professional standard for interactions with our customers including residents, applicants, and Section 8 participants and landlords.

The first phase of NICE involves expanding the capabilities of NYCHA's Customer Call Center (CCC) and automating the functions of NYCHA's Maintenance Operations Department. The first phase of NICE will be implemented across the boroughs over an eight-week period. Residents of public housing will begin to experience service improvements in early summer when they contact the Customer Call Center to request maintenance repairs. Residents received a notice about these changes in their May rent statement. Information is also available in the May issue of the NYCHA Journal and here on NYCHA's website in multiple languages.

To access the documents below in PDF you will need the Adobe Acrobat Reader.

NICE Notification - English
NICE Notification - Spanish
NICE Notification - Chinese
NICE Notification - Russian