DC Housing Authority

• Industry: Housing Authority / Government
• Products: eForms Assistant, VOIP Integration
• Kiosk Models: Document Kiosk

Background

The DC Housing Authority set out to improve access to housing services for residents by providing a self-service solution for document submission, account access, and general assistance. With many residents needing help navigating online systems like RentCafe, the goal was to create a centralized, easy-to-use kiosk experience that reduces barriers and improves service accessibility.

Business Challenge

• Residents lacked easy access to computers for managing housing-related tasks
• Document submission and scanning required staff assistance or external resources
• High call volume and demand for in-person support
• Need to provide secure access to external systems like RentCafe
• Language and usability barriers for diverse user groups

Solutions Delivered

Advanced Kiosks implemented a document-focused self-service system that enables residents to complete key housing-related tasks independently.

The kiosks allow users to:

• Access RentCafe to manage housing applications and accounts
• Scan and upload required documents using built-in hardware
• View and manage personal information securely

To support usability and accessibility, the system includes:

• VOIP calling for direct connection to staff or departments
• On-screen guidance through instructional pop-up videos featuring DCHA’s custom animated avatar.
• Multilingual support for a wide range of users
• Session security features to protect user data

The solution is designed to guide residents step-by-step through each process, reducing confusion and ensuring a consistent experience across all interactions.

Step-by-Step Guidance for Residents

DCHA’s kiosk uses instructional videos to help residents find available services and navigate the touchscreen throughout the user experience. Created with DCHA-provided scripts, the videos introduce key services, explain which buttons to select, and provide additional guidance as residents move through the kiosk interface.

This on-screen support helps residents access RentCafe accounts, upload documents, make rent payments, complete recertification, submit maintenance requests, book appointments, and find voucher holder services. For residents who are less comfortable using digital tools, clear instructions make self-service more approachable and help them navigate routine tasks without needing a staff member beside the kiosk.

Outcome

The DC Housing Authority created a more accessible and efficient service experience for residents, allowing them to complete essential tasks without relying on staff assistance or external devices.

By centralizing document submission, account access, and support into a single system, the kiosks reduce operational strain while improving service delivery. The platform also provides a scalable foundation for future enhancements, including AI-powered assistance to further guide users and reduce support demand.