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

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 CRM and Force.com, 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 CRM’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 CRM’s standard Account and Contact business objects were repurposed to track housing residents. 
• The agency built custom applications on Force.com using 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 CRM’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.