U.S. Department of Housing
and Urban Development
CGI Improves HUD’s Performance Levels Through Contract Administration
Outsourcing
“CGI took the complicated HUD regulations
and turned them into an efficient program that really works. Ohio landlords
can talk to a live person now because CGI is committed to customer service
and meeting their needs.”
Suzanne Cochran, General Manager of Contract Administration, Columbus Metropolitan Housing Authority The U.S. Department of Housing and
Urban Development (HUD) oversees thousands of Section 8 and multifamily
properties throughout the country. Section 8 is a HUD program that provides
affordable housing to low-income individuals and families.
The Challenge
HUD sought
administrative outsourcing from qualified public housing agencies when
understaffing left the agency facing property management difficulties. The
agency tapped Columbus Metropolitan Housing Authority (CMHA) in partnership
with CGI, to provide contract administration outsourcing for all HUD Section 8
properties in the State of Ohio.
Since CGI took over day-to-day operations, Ohio’s performance results have complied
with HUD’s contract, allowing HUD to decrease its monitoring of operations.
How CGI Helped
CGI
formed a contract administration consortium with eight top-performing housing
authorities in Ohio,
called the Assisted Housing Services Corporation (AHSC), a non-profit
subsidiary of CMHA. With AHSC partners handling administrative functions, CGI
developed the Contract Administration Tracking System (CATS) application to
generate the large volume of reports needed for benchmarking and invoicing. CGI
also created a contact center to address client questions or complaints and
deliver superior customer service
Results
HUD avoided the potential repercussions
of understaffing by implementing a performance-based management structure and
outsourcing its contract administration. HUD recognized AHSC as a top
performing contract administrator in the nation within its first year of
operations. Within 120 days of winning the contract, AHSC was:
- Calculating Section 8 rental
subsidies
- Administering project-based
Section 8 Housing Assistance Payment (HAP) contracts
- Enforcing owner obligations to provide decent housing for eligible
families
The bottom line: CGI improved HUD’s
performance in Ohio
through an innovative consortium of housing authorities and technology system
to effectively manage HUD’s contract administration outsourcing requirements.
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