Operation Right Answer: Housing Services Modernization
Led development of a data-driven service framework to modernize how New Jersey housing programs serve residents, partnering with the New Jersey Innovation Authority to implement AI-assisted contact center technology.
Overview
Operation Right Answer is an initiative to modernize customer service delivery for New Jersey’s Division of Housing and Community Resources (DHCR). The project focuses on building a data-driven performance framework—a “Service Scorecard”—that measures what matters most to residents: how quickly they get answers, whether their issues are resolved on first contact, and their overall satisfaction with the service experience.
This work is being conducted in partnership with the New Jersey Innovation Authority (formerly the Office of Innovation) as part of a broader contact center modernization effort using Amazon Connect.
Resident Impact
The initiative prioritizes improvements that directly benefit residents seeking housing assistance:
- Warm callbacks that eliminate long hold times and let residents continue their day
- AI-assisted support enabling staff to provide faster, more accurate answers
- Multilingual accessibility to serve New Jersey’s diverse communities
- Outcome-oriented measurement focused on resolution quality, not just call volume
Leadership & Framework
As project lead, I am developing a plain-language performance evaluation framework that translates technical contact center metrics into meaningful service standards. This involves cross-functional collaboration with program operations staff, call center supervisors, and the Innovation Authority team to ensure the framework drives continuous improvement.
Recognition
This project serves as my capstone for the New Jersey Certified Public Manager (CPM) program, addressing competencies in Systemic Integration, Public Service Focus, Change Leadership, Management Information Systems, and Quantitative Techniques.