AGENCY TESTIMONY
Operational improvements and reorganization of heating management services
0:24:36
·
101 sec
NYCHA has implemented significant operational changes to improve heating services, including reorganizing the Heating Management Services Department (HMSD) into a neighborhood model. These changes aim to enhance efficiency and responsiveness to heating issues.
- Hired 70 additional frontline heating staff
- Reorganized coverage from 13 clusters into 28 neighborhoods for better understanding of local needs
- Established a data analytics unit to track performance indicators
- Implemented 24/7 heat desk operations and roving repair teams
Keith Grossman
0:24:36
Transforming the way we operate, we hired 70 additional frontline heating staff to support the reorganization of HMSD into the neighborhood model, as part of our transformation plan's organizational reforms.
0:24:50
This involved reorganizing our coverage of developments from 13 clusters into 28 neighbourhoods.
0:24:56
Smaller portfolios enable staff to better understand the unique needs and challenges of each heat and hot water system in their neighbourhood.
0:25:05
It better distributes work orders and resources, fosters greater collaboration among stakeholders, and brings a crucial decision making which occurs during an outage closer to the root of the issue.
0:25:17
We also established a data analytics unit that uses key performance indicators to identify and track where we need to improve.
0:25:25
A planning and skilled trades unit addresses patterns of heat complaints and service disruptions before and during the heating season.
0:25:33
HMSD's special teams composed of highly experienced heating staff, address the more complex issues that arise and perform preventative maintenance and repairs.
0:25:43
And we assigned additional managerial employees to the evening heat desk operations, streamlining decision making for issues that arise after traditional business hours and during weekends and holidays.
0:25:54
The heat desk is a 247 operation, which monitors potential service disruptions from various data and dispatches staff accordingly.
0:26:03
Our repair teams also operate on a 247 basis.
0:26:06
And to support these roving repair teams, we established an after hours field supervision schedule and skilled trades coverage.
0:26:13
Enhanced staff training is another way that we are improving the way we operate.
