Chicago Housing Authority Builds Custom Apps on Force.com to Meet Unique Public Agency Requirements

“The Chicago Housing Authority has unique requirements that don’t fit the traditional CRM mold. With the direction of Model Metrics LLC, we were able to easily tailor Salesforce and the Force.com platform to our needs, including implementing a complex security model that met the requirements of our users and partners while protecting the sensitive information stored in the system.”


Challenge
  • The Chicago Housing Authority, on a mission to transform Chicago’s public housing, needed a robust solution to replace the spreadsheets and standalone databases it was using to manage the operation.
  • The agency had unique constituent business processes that required an extremely flexible solution beyond traditional CRM functionality. 
  • With sensitive constituent information managed in the system and users dispersed throughout different partner agencies in the City, complex data security and anytime, anywhere access were imperative.
  • Under a tight schedule and with limited IT resources, the agency needed a solution that would be quick and easy to implement.

Solution
  • After evaluating several solutions including custom development, the Chicago Housing Authority selected Salesforce and the Force.com platform, which require no new infrastructure, allow for easy access, and minimize implementation efforts.
  • The agency retained Model Metrics, LLC, a salesforce.com implementation partner, to provide strategic direction, process improvement, and comprehensive implementation services.
  • The agency’s complex security needs were met with Salesforce’s comprehensive and flexible data sharing model, ensuring that the right users have access to the right information.
  • The Chicago Housing Authority leverages the Force.com platform agency-wide, utilizing such features as reports, dashboards, and case functionality. 
  • Salesforce’s standard Account and Contact business objects were repurposed to track housing residents. 
  • The agency built custom applications on Force.com using Force.com Builder to manage referrals, goals, outcomes, and events.

Results
  • The agency’s network of complementary service providers can now collaborate on the Force.com platform and better serve constituent needs.
  • Increased accountability—a goal of the agency—is fostered by the detailed tracking of key metrics for both the agency and its service partners.
  • Case managers leverage dashboards for real-time performance snapshots.
  • The agency can accurately track and measure progress against its strategic transformation plan.
  • The support service agencies that use Force.com-developed apps report improved productivity inputting and tracking resident relocation plans and referrals.
  • Salesforce’s flexibility more than doubled the agency’s ability to report data on residents reaching their goals and reduced efforts inputting data and transferring caseloads between agencies by over 50%.
  • Significant cost and resource savings attributed to Force.com’s value proposition of zero infrastructure investment and zero software maintenance.
 
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