New Project: Streamlining Fair Housing Complaint Intake Using Generative AI Technology

We are thrilled to share an exciting new project from our Winter 2024 Tech Executive Leadership Initiative (TELI) cohort. The project, “Streamlining Fair Housing Complaint Intake Using Generative AI Technology,” proposes ideas to help the State of Georgia’s Commission on Equal Opportunity use technology to augment the intake and investigations capacity of its Fair Housing Division. This team’s solution suggests expediting the Fair Housing complaint intake process using artificial intelligence tools.

Read more about the project below: 

Streamlining Fair Housing Complaint Intake Using Generative AI Technology

by Sumant Dhall, Luis Gomez, George Mathew, Heather Morelli, and Raquel Romano

The Georgia Commission on Equal Opportunity (GCEO) and the Georgia Office of Digital Services & Solutions should undertake a pilot project to (1) rebuild the state’s Fair Housing Complaint Form into a wizard that guides the person with a complaint through a set of targeted questions that provide structured and relevant information about their complaint; and (2) partner with a generative artificial intelligence (GenAI) vendor to convert the output of the new complaint form experience into a draft “perfected complaint” or “dismissal letter” for an intake officer’s approval. This process would help intake officers complete more cases comprehensively and would allow the state to experiment with GenAI in a safe setting. 

Based on preliminary budget research, deploying and maintaining this solution would cost approximately $200,000 in year 1 ($50,000 a year afterward) and would allow intake officers to reduce an intake form’s process time from 70 to 56 days (assuming a 20% gain in productivity from the use of GenAI).

If this pilot is successful, the authors recommend that the GCEO experiment with using a virtual assistant to help complainants fill out their applications. This would allow for even greater savings in staff time.