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North Carolina Housing Finance Agency | Improving Public Accessibility and Agency Operations with Issue Management

Published on August 3, 2020
North Carolina Housing Finance Agency | Improving Public Accessibility and Agency Operations with Issue Management

The Agency merged two needs with an IT vision to apply issue management best practices to known, discovered and unexpected opportunities in a reusable, scalable, and efficient fashion. Many issue types were revealed as focal points of work directly linked to customer value and 20 helpdesks were established to document, monitor and measure work and public interactions across workflows, use existing expertise, provide improvement opportunities and alleviate COVID-19 impact on agency operations.

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