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AGENCY TESTIMONY

Operational improvements and reorganization of heating management services

0:24:36

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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.

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NYCHA's preventative maintenance and preparation for winter challenges

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Enhanced staff training and mentorship programs at NYCHA