The problem
A statewide Department of Housing managed a state-wide Homelessness Management Information System (HMIS) used by 24+ service providers. The system wasn't meeting user needs. Providers had implemented Smartsheet workarounds to fill gaps, creating duplicate data entry. Poor visibility into client flow created bottlenecks. State lacked clear picture of service reach and equity gaps. Leadership didn't know whether to modify current system, revert to vendor defaults, or rebid the platform.
What we did
- Conducted 28 structured interviews with 46 stakeholders across providers to understand actual workflows and pain points
- Developed personas for outreach workers, case managers, and coordinators to understand actual workflows
- Mapped client journeys from outreach through housing placement and exit follow-up
- Categorized 200+ feedback points into themes: data entry, user experience, reporting, system reliability, data sharing
- Identified technical issues (mobile interface, data entry burden, limited customization) and process issues (disconnected entry points, poor inter-provider visibility)
- Benchmarked against 7 other states/CoCs (Nevada, Allegheny County, Boston, Austin, Denver, Houston, Maine) to understand platform options and costs
- Developed strategic decision framework comparing modification, reversion, and replacement options
What changed
- Provided clear decision framework for $500K+ platform investment decision
- Identified that issues were primarily UX and integration, not fundamental platform limitation
- Comparative analysis showed cost and staffing implications of each platform option
- Equipped leadership to align 24 providers on technical strategy going forward
Built with
Multi-provider HMIS assessment
stakeholder interview synthesis
competitive platform benchmarking
user experience analysis
decision framework development