Update on military housing improvements by Corvias

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FORT POLK, La. (KALB) -- Corvias, the private contractor that owns housing on Fort Polk continues to adhere to service expectations called the 'Corvias Commitment' implemented earlier this year.

Corvias has 35 years left on their 50-year contract with Fort Polk and other military installations. | Photo Source: KALB

The update was first reported by the Leesville Daily Leader over the weekend, citing press releases on the Corvias website posted at the end of May. Improvements include launching the 'Corvias Resident Portal' where people can submit requests and monitor maintenance progress online (fortpolkcorvias.residentportal.com) or the smartphone app and refocused efforts on upgrading infrastructure and replacing systems like roofing, HVAC, etc. In town hall meeting held earlier this year on post, customer service was a major concern. Corvias said they've addressed the issue by redirecting or adding staff, including public advocates to investigate individual complaints or ombudsmen. Other resources to better service tenants include a 'Resident Bill of Rights,' localized call centers, adjustment of office hours, extended amenity hours, monthly newsletters and on-base Self-Help Centers.

You can read the May press releases from Corvias below:

May 21, 2019

Corvias, a partner to the U.S. military for the construction and management of on-base housing for active-duty service members, today announced the availability of the Corvias Resident Portal, now accessible to residents across Corvias Army installations. The service, available through both a mobile app and web browser, enables residents to issue and track their maintenance requests, upload photos and provide feedback on service performance.

"In support of the Corvias Commitment and bringing better service to our residents, the Resident Portal makes the maintenance request process easier," said Tim Toohey, Managing Director of Property Management for Corvias. "The resident portal, which is also available as an app, allows residents to more easily submit requests and monitor maintenance progress. In turn, the tool assists our operations staff in providing more detail and feedback quickly and seamlessly."

So far, the new service has received positive feedback from users. Resident feedback shows that:

Over 2,000 Army installation residents have already enrolled in the web portal

41% of residents enrolled in the portal online have also downloaded the smartphone app

2,015 work orders have already been processed through the portal and app

Results from surveys given to residents once a work order is completed have been 93.1% positive.

"Satisfying and enhancing the quality of life for our residents is at the very heart of what we aim to achieve at Corvias," stated Toohey. "We are committed to hearing their feedback and taking the steps to respond to and resolve any issues promptly and to the best of our abilities."

The online portal is accessible via the Corvias installation page and the app is available to both Apple and Android users. In addition, since residents can check the status of their work order, it brings a level of transparency to the process for the benefit of Corvias residents.


May 22, 2019

Corvias, a partner to the U.S. military responsible for construction and management of on-base housing, reported cumulative results from improvement initiatives across its military housing communities. The results support implementation of the Corvias Commitment, a set of expectations for excellent service established earlier this year. Specific improvements include localizing service call centers, adding resident service specialists and technicians, completing customer service training, and implementing quality assurance and control measures.

"We are listening to residents and we will continue to look for ways to improve," said John Picerne. "We are honored to serve service members and their families, and the hundreds of employees across our installations take very personally the jobs they perform and the families they support. We are working with our partners and residents to provide a high level of service within a sustainable program, one that balances short- and long-term needs."

Corvias' public-private partnerships (P3s) for the Military Housing Privatization Initiative (MHPI) with the U.S. Army and the Air Force, respectively, are currently structured to utilize dedicated reserve accounts for deferred maintenance and capital improvements to upgrade and maintain homes while providing predictable, stable long-term operating costs and performance. Simultaneously, the need to modernize housing and solve for infrastructure and facilities challenges is ongoing which is why Corvias embarked on a comprehensive list of projects earlier this year. Prioritizing and acting on resident feedback allowed the company to refocus efforts in the following categories:

Functionality Upgrades: Modernizing infrastructure and replacing systems such as new roofs, HVAC systems, water heaters, etc.
Expansion of Operations Staff and Roles: Redefining staffing and roles to better equip Corvias to handle day-to-day challenges at installations including 124 new positions, such as the addition of ombudsmen.
Prioritization of Resident Feedback/Requests: Making and enacting on plans that directly address issues raised by residents including an online work order portal, localized call centers, adjustment of office hours, extended amenity hours, monthly newsletters and on-base Self-Help Centers.
Investment in Resident-Focused Efforts: Launching the Corvias Commitment, supporting a 'Resident Bill of Rights' and hosting regular resident events (174 in 2019 so far) to ensure military residents feel satisfied, safe and cared for as part of the Corvias and U.S. military community.
Home/Property Renovations: Bringing older homes up-to-date with improvements such as painting and lighting as well as maintaining or updating resident properties and community areas to improve aesthetics such as adding/replacing fences, benches, planting or pruning trees/shrubs and flowers, and renovating playgrounds and park spaces.
In addition to these larger projects, Corvias is making a concerted effort to improve work order response times and collect resident feedback quicker and more consistently. Across all 15 communities including two single-service member communities, on-time completion of emergency, urgent and routine resident requested service orders, more than 7,843 work orders received since January 1, 2019, is on average 95.5 percent. Even with this heavy volume of requests, Corvias has earned a high (4.42 on a scale of 1 to 5) satisfaction rating on completed work orders from residents surveyed. Satisfaction ratings have also improved when it comes to the experience new residents have upon move-in with a score that sits at 4.46 (also on a scale of 1 to 5).

"Across our 13 military partnerships, Corvias has built more than 9,500 new homes and renovated more than 16,400 homes enhancing quality of life for our resident families," added Picerne.

Through its military partnerships, Corvias supports an average of nearly 6,500 direct annual jobs, generating $36.8 billion in output and approximately $8.2 billion in wages during the 50-year lifetime of operations. Corvias' partnerships also have a quantifiable economic impact with $27.6 million subcontractor dollars spent in the first quarter of 2019 alone, 61% of which is contracted with small or local business enterprises. These activities generate approximately $708 million in total tax revenues across eight U.S. states (Alabama, Alaska, California, Florida, Kansas, Maryland, North Carolina and Oklahoma).

Corvias currently partners with the Army at Fort Riley, Fort Rucker, Fort Sill, Fort Polk, Aberdeen Proving Ground, Fort Meade, and Fort Bragg and with the Air Force at Eielson, Edwards, McConnell, Hurlburt Field, Eglin, and Seymour Johnson.

Copyright 2019 Corvias and KALB. All rights reserved.

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