Chicago Housing Authority Tailors Salesforce to 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, we were able to easily tailor Salesforce to our needs, including implementing a complex security model that met the needs 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
  • 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 for its on-demand architecture, which requires no new infrastructure, allows for easy access, and minimizes implementation effort
  • The agency retained Model Metrics, 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
  • Salesforce's standard Account and Contact business objects were repurposed to track housing residents and families
  • Custom objects were created using Force.com Builder to manage referrals, goals, and events

Results
  • The agency's network of complementary service providers can now collaborate on the same 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 public service agencies that use the customized Salesforce applications have 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%"
 
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