For the City of San Antonio, the 7th largest city in the United States, the need for financial assistance spiked rapidly in March. The Neighborhood & Housing Services Department (NHSD) went from receiving 57 applications each day for rental, mortgage, utility, and relocation assistance to over 2,000. Traditionally applications were submitted in person and caseworkers contacted each individual to validate their information – steps that became near impossible in the wake of a global pandemic.
With $75 million to disperse and applicants waiting to receive aid, the city needed to quickly digitize this paper-based process. City officials passed an emergency amendment to secure funds for a cloud-based replacement tool, but with a time-sensitive task at hand knew that the quickest time to market would be through a partner who already had the right tools, skillsets, and execution strategy in place.
That partner was Kinetech. In just 12 days the city was able to build and launch a brand new cross-channel application which processed over 1,000 applications in its first day live. Now, residents have a centralized system to upload their documentation, making the validation process easier for employees and providing greater visibility for both parties at every turn. Requests that traditionally took one month to process now only take one week, getting residents the immediate help they need to pay for housing and other critical expenses.