8,800 residents using service app; 94% work orders completed on time; Resident satisfaction scores up
EAST GREENWICH, R.I.--(BUSINESS WIRE)--#MilitaryHousing--Corvias, a long-term solutions and management partner to the U.S. military, has released data reflecting improvements to its housing partnerships. The statistics show performance over the past seven months since the launch of The Corvias Commitment, a set of principles and activities designed to improve its responsiveness, communication and commitment to excellent resident service across its military housing portfolio and expanding to its other partnerships. The data also shows Corvias’ support for the services’ development of a military housing Resident Bill of Rights.
“In these types of long-term partnerships, we should never have a fix-it-and-forget-it mentality,” said John Picerne, Founder of Corvias. “As we were making repairs, we came to realize that simply following the status quo of correcting problems when they occur wasn’t going to solve the long-term issues of these aging facilities. We needed to pivot, and we’ve done so by prioritizing our return to the gold standard of customer service and infusing a $325M direct capital investment into our Army portfolio of homes, at no cost to the government.” Of the 26,000 homes Corvias manages across 13 military installations, 44% of the Army portfolio was built between the 1880s and 1970s making them over 40 years old.
Corvias’ service performance initiatives and increased resident communication and engagement events are producing positive results, including:
8,800 residents have downloaded the new Corvias Resident Portal that enables residents across Corvias’ Army portfolio to issue and track their maintenance requests, upload photos and provide immediate feedback on service performance.
- To date, nearly 4,700 work orders have been submitted via the portal with a 92% satisfaction rating on work performed.
94.7% of work orders are being completed on time, demonstrating Corvias’ priority to improve the time and rate of response to work orders and service requests.
- Of the work orders completed, the satisfaction score is 4.13 out of 5.
- The addition of over 100 permanent positions has increased resident engagement opportunities with Corvias staff and allowed for the expansion of the resident service team across the Corvias military portfolio, including ombudsmen, resident advocates at Fort Bragg and Fort Meade.
- 100% comprehensive customer-service training of all Corvias employees, led by a nationally designated trainer credentialed by the National Apartment Association Education Institute.
- Expansion of on-post housing amenities to include new Home Help Centers, which have given residents access to commonly used home operating items, free and at their convenience. Items available include batteries, air conditioning/heating unit filters, light bulbs and fire extinguishers, grass seed, wall protectors and touch-up paint.
- Regular town hall meetings, including where teams walk the neighborhoods with military leadership to further engage with residents.
Established Resident Advisory Groups to enable regular, active collaboration and feedback between Corvias and residents across all installations.
- To date, Corvias has held 28 meetings and implemented resident-suggested ideas including monthly newsletters and customizing resident communications.
- Moved resident call centers so they are located on installations and staffed by Corvias team members, which has increased resident familiarity with service specialists, enabled consistent communication and streamlined the process from work order initiation to completion.
- Improved coordination with installation command through in-person meetings and weekly work order reports.
- Reopening of recreation centers and playgrounds, and hosting regular social and community events, enabling residents to connect with each other and Corvias staff.
“Our residents are our number one priority. We are committed to ensuring we are doing everything we can to exceed their expectations and needs,” said Picerne. “The enhancements we have made over the last few months are just the beginning and we look forward to building on our progress, improving our installations and the service we provide year after year.”
As a privately-owned company headquartered in East Greenwich, RI, Corvias partners with higher education and government institutions nationwide to solve their most essential systemic problems and create long-term, sustainable value through our unique approach to partnership. Corvias pursues the kinds of partnerships that materially and sustainably improve the quality of life for the people who call our communities home, purposefully choosing to partner with organizations who share our values and whose mission is to serve as the foundational blocks, or pillars, of our nation. To learn more, please visit: www.corvias.com
Alisa Capaldi, Corvias