Homeowner Repair Program Modernization for a Local Agency
Project Overview
Client:Local Agency – Housing & Community Development
Industry: Public Sector
A Local Agency aimed to modernize its Homeowner Repair Program by transitioning from manual, fragmented processes to a centralized digital platform. The initiative focused on improving eligibility screening, streamlining applications, managing waitlists, and enabling contractor participation. By leveraging Salesforce, the agency sought to enhance transparency, reduce processing time, and improve service delivery for homeowners in need of repair support.
Goals
Centralize Program Management
Create a unified system to manage eligibility checks, applications, and program workflows end-to-end.
Enhance Homeowner Experience
Provide residents with an intuitive portal to check eligibility, submit applications, and track their status.
Enable Efficient Internal Operations
Equip staff with tools to automate assessments, manage waitlists, and oversee contractor interactions.
Support Contractor Participation
Enable contractors to submit quotes directly through a secure digital channel.
Approach
Portal Development
Built a Salesforce Experience Cloud portal for homeowners to access eligibility screening, submit repair requests, and monitor progress.
Program Workflow Design
Configured guided flows to automate screening, assessments, waitlist placement, and application routing.
Solution Implementation
Implemented Salesforce Public Sector Solution and Experience Cloud to support case management, quote handling, and end-to-end program processing.
Reporting & Insights Enablement
Developed dashboards and reports to provide real-time visibility into applications, waitlists, contractor activity, and program outcomes.
Results
Improved Homeowner Access
A user-friendly online portal empowered residents to check eligibility and apply without administrative delays.
Streamlined Program Processing
Automated workflows simplified internal steps—from screening to contractor quote management—enhancing operational efficiency.
Enhanced Collaboration with Contractors
Contractors gained the ability to submit quotes digitally, ensuring faster and more accurate coordination.
Data-Driven Oversight
Real-time dashboards and native reports enabled better tracking of key metrics and improved decision-making across the program.
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