2022 Chicago Housing Authority (CHA) Impact Report - Report - Page 48
Goal 3: Improve Customer Experience
SPOTLIGHT
SPOTLIGHT
New CHA Website in 2024
For the first time in nearly a decade, CHA is updating its
website to enhance its outreach and impact and improve
the customer experience. As an organization dedicated
to providing affordable housing solutions to the residents
of Chicago, CHA recognizes the critical importance of
having an up-to-date and user-friendly online presence
that addresses the needs of all of its audiences.
The project goes beyond just improving the aesthetic look
and feel of CHA’s website. Armed with extensive data,
including first-hand user research, CHA’s new website will
make it easier for both current and future CHA residents
to find information quickly and accomplish their goals. The
website will improve a broad range of areas, including:
•
Maximizing accessibility for people with disabilities
•
Enhancing property listings
•
Making it easier and more intuitive to apply for
CHA housing
•
Better functionality for mobile users
It is one of many steps that CHA is taking to demonstrate
its commitment to putting people first.
Q&A with CHA’s new Customer
Service Expert
CHA recently established the Call Center and Client Center
Operations Team. This department is tasked with better
ensuring a consistent and helpful customer service experience
for residents, stakeholders, and employees.
Q What are the top priorities for improving
CHA’s customers experience?
A Our top priority is to standardize processes and procedures
so that the experience we provide our customers aligns with
our vision and mission as an organization. We want to create
an environment in which our standard of customer service is
modeled internally and externally. We are also exploring new
technology that will allow us to centralize all of our call, email,
chat, and digital customer interactions in one location.
Q What do you hope to accomplish?
A We hope to build a customer-centric team that operates
from a place of empathy and urgency to address the needs
of our current and potential future residents. We need to
help the perception of CHA when it comes to the customer
experience. While this won’t happen overnight, we will be
working together to lay the foundation in 2024.
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