New and Improved Self-Service Kiosks
Enhancing Accessibility and Efficiency
In every NYCHA property management office across the city sits a tool that helps residents interact with essential Authority services: Self-Service Kiosks. To make it even easier for residents to access NYCHA’s online services, the kiosks were upgraded with additional features.
From paying rent and submitting work orders to completing annual recertifications, the Self-Service Kiosks provide vital access even without a laptop or reliable internet access at home. In addition to accessing their personal accounts, residents can view job training programs, view and apply for NYCHA jobs, read The NYCHA Journal, find out about NYCHA board meetings, and more.
Last summer, NYCHA’s Information Technology Department rolled out approximately 150 upgraded kiosks across all NYCHA property management offices, with advanced features that include:
- A larger monitor for improved readability and ease of navigation,
- A multipage scanner for scanning multiple documents at a time,
- Accessibility features for people who are visually impaired, including an audio jack to access audio using personal headphones,
- An attached wire basket that provides a place for residents to organize documents or personal belongings while using the kiosk, and
- A floor-standing privacy barrier to ensure confidentiality.
NYCHA’s Digital Van/Kiosk Manager Dawn Burgess said that the updated kiosks are a positive development for residents: “Residents can read the screens better. They need not wait for their Housing Assistant or anyone else to assist them with their recertifications. Residents can complete their annual recertifications by themselves, and the kiosks also grant them access to additional City and government agencies.”
NYCHA IT Neighborhood Tech Manager Kim Maxwell oversees the Neighborhood IT team that provides IT support to property management, including ensuring the Self-Service Kiosks are working properly. He noted that: “The new and improved features of the kiosk are accessibility and good information. Residents are able to retrieve information very easily and navigate within the website more easily. The kiosk helps residents take ahold of their own account and be very self-sufficient.”
Resident leaders Dana Elden, Resident Association (RA) President of St. Mary’s Park Houses, and Aisha Diaby, a Resident Roundtable Member from East River Houses, also praised the Self-Service Kiosks.
Ms. Diaby highlighted the convenience of submitting certifications and uploading documents using the kiosk’s scanner. “I use the scanner on the kiosk to upload my documents,” she said. “The best feature I like of the kiosk is the scanner, because you can upload multiple documents and you can get a confirmation that it was received by NYCHA.”
As RA President, Ms. Elden likes to assist other residents at her development with learning how to use the kiosks; her favorite features of the kiosk are being able to access The NYCHA Journal and NYCHA board meetings. “I think it’s important for our residents to have an easy way to access their personal information and other information in regard to where they live and how they’re living,” Ms. Elden said. “Regarding NYCHA, you can find out anything you want to using this kiosk. It not only applies to NYCHA and its services, but it reaches outside of NYCHA – you can access Social Security, you can access the Department of Motor Vehicles, you can access so many other agencies to get what you need in order to be here in this development or any development. Sometimes we have recertifications and residents need a benefit letter or an award letter – and they’re able to do that on this kiosk, print it out, and have it ready for their recertification. Residents should use the kiosk because it’s full service, so it can give you answers to any questions you have. It’s also wonderful for those who don’t have devices at home.”
