Redesigned Annual Recertification Portal Opens for All NYCHA Residents
NYCHA has unveiled across its portfolio a more efficient, user-friendly redesign of the online portal that residents access to complete their Annual Recertification.
The revamped system is among a number of key measures implemented by the Authority as it seeks to improve how services are delivered to residents as part of the Blueprint for Change Transformation Plan. NYCHA residents and Section 8 vouchers holders are required to complete their Annual Recertification to determine their rent based on household income.
The newly improved portal aims to address various concerns that have been raised by users since the recertification process transitioned to an online platform in 2016. The new self-service portal will enhance the user experience, making the process more streamlined and easier to navigate.
“With the new update, we wanted to make sure it was user friendly and more interactive, so that it’s like a guided experience through the portal,” NYCHA’s Project Manager Serita Edwards-Maughn said.
After unveiling the revamped platform to a targeted group of approximately 800 public housing residents and 400 Section 8 participants in February, the Authority is rolling it out to the entire NYCHA community on June 1.
In developing the upgrades for digital Annual Recertification, NYCHA staff collaborated with residents, advocates, and the Service Design Studio, a team within the Mayor’s Office for Economic Opportunity that works with City agencies to improve how they design and deliver services.
“The original intent of this initiative was to address concerns that residents and staff had, and to simplify the process to improve the residents’ and staff’s experience,” said Sylvia Aude, NYCHA’s Vice President for Tenancy Administration.
The portal overhaul was also a key issue for NYCHA’s Leased Housing Department, which administers the Section 8 voucher program. “Recertification is a very complex process, so we wanted a way from our end to make it clear and easy for the participants so they understand exactly what we need to process their case and to make sure their Annual Recertifications are done correctly,” said Ireti Bobb Lewis, Senior Director for Leased Housing Bronx Client Services.
The Service Design Studio, which joined the effort in early 2020, facilitated focus groups with residents and resident leaders to get feedback on specific areas where the former online platform could be better designed for users.
“For this project, the collaboration was a little bit unique in that we had input from residents very early on,” said Ms. Edwards-Maughn, adding that the feedback helped influence the new feature designs that were developed.
John Rubbo, Senior Program Manager with the Management Services Department, noted, “The redesign matched what we thought looked best and what the residents thought looked best as well.”
In the end, a new NYCHA platform was produced that is less intimidating and less cumbersome to use, with clearer language and a better “look and feel.” Some updated features include graphics and button tabs to provide step-by-step assistance and answer questions about the requested information or documents.
“I think the new portal is a big improvement in terms of clarity, ease of use, and hopefully in terms of accessibility as well; I’m very happy we got to where we did,” said Matt Khinda, a former designer with the Service Design Studio, who added that the portal is accessible through computers, mobile devices, as well as tablets.
For the past few months, NYCHA implemented a soft launch of the redesigned application for residents at Vladeck Houses in Manhattan and Lafayette Houses in Brooklyn, as well as about 400 Section 8 participants. The new platform has been well received by initial users and has led to some improvements in the rate of submissions. According to a resident survey, nearly two-thirds of respondents said they were likely to recommend the service to a fellow resident, 57 percent either strongly agree or agree that NYCHA made it easier to complete their recertifications, and a majority said the submission process was shorter than the last time.
“I’m happy we had the opportunity to have a pilot period so that we can get a full understanding of the resident satisfaction on a smaller scale,” Ms. Edwards-Maughn said.
Some early application users were quick to point out the improvements made from the former version: “I think it’s much friendlier and I like it better than the other one,” said Felix Marquez, a case manager at Henry Street Settlement who assists local seniors with completing their forms.
Nancy Ortiz, NYCHA’s Special Assistant to the Chair and former Resident Association President at Vladeck Houses, agreed. “It’s a lot more user friendly and easier to navigate; I love the fact that you can print your recertification or download it at the end,” said Ms. Ortiz, who provided resident feedback during the redesign process.
For those residents who are not technology savvy or do not own a computer, they will continue to have the option of completing their Annual Recertifications in paper format and submitting them at their property management office.
NYCHA staff took pride in how the collaboration between various departments, residents, and the Service Design Studio helped lead to a successful overhaul of the platform. “I thought it was a fabulous opportunity for team-building and a model for us to take going forward in the future,” Ms. Bobb Lewis said.
As the redesigned recertification portal is set to go live across the Authority’s portfolio, NYCHA remains steadfast on its overall efforts to improve services for residents under the Transformation Plan.
“I think we helped create something that’s a really big improvement for this agency and we hope everyone enjoys it,” Mr. Rubbo said.
Mr. Khinda added, “I really hope that residents can see that this is a place where NYCHA was able to respond to feedback that they’ve given and that it can act as a model for how residents can shape the services that they use and places they live at NYCHA.”
To access NYCHA’s Annual Recertification portal, visit: https://selfserve.nycha.info.