Engagement Result

Organization: District of Columbia Housing Authority (DCHA)

Location: Washington, DC

Expertise: Operational Assessment & Strategy Planning

Assignment: MainStream GS was engaged by the District of Columbia Housing Authority (DCHA) to conduct an independent assessment of the DCHA’s inspection process and provide strategy planning. The DCHA is an independent agency that manages and provides subsidize public housing for low-income, elderly, and disable Washington, DC residents.

Actions: MainStream GS conducted assessment in which we evaluated the current inspection process utilizing the following assessment tools: Voice of the Business (VoB), Voice of the Customer (VoC), Voice of the Process (VoP) and Voice of the Employee (VoE). Our assessment identified several opportunities to improve operational effectiveness and efficiency of the DCHA’s inspection process. Recommendations included:

  • Establishing Key Performance Indicators (KPIs)
  • Identifying alternative inspection planning and scheduling methodologies
  • Establishing Inspection Standard Work
  • Improving inspector training and education
  • Enhancing inspection enforcement and oversight
  • Improving process transparency

Results: MainStream GS findings and recommendations were presented and approved by the DCHA senior leadership team. Since MainStream GS’ engagement, the DCHA has successfully implemented the majority of the recommendations. The implemented recommendations have directly resulted in a 25% improvement in productivity and an 18% reduction / re-assignment of personnel.