Issue 4
"92 percent of interviewees indicated that they were pleased with the Community Builders' performance." --Ernst and Young, LLP		Ernst and Young Report Lauds Community Builders HUD's customers are enthusiastic about the new level of service they’re receiving from Community Builders across the country. A recently-released study by Ernst & Young, LLP describes the positive response of various clients – state and local government officials, representatives of non-profit organizations, directors and staff of housing authorities, and individuals served in their own communities – to Community Builders. Those interviewed by Ernst & Young praised their local Community Builders for: Improving the level and quality of customer service; Responding quickly and effectively to community needs and requests; Expanding outreach activities and serving new groups; Building working partnerships that help communities and further HUD's mission; and Bringing a wide range of experience and skills to benefit communities in need. Secretary Cuomo, who created the Community Builder Program as part of his management reform plan, said: "This new report adds to a mountain of evidence that shows Community Builders are valuable employees who are helping HUD do a better job serving people and places across our nation. Independent experts and people around the country helped by Community Builders agree that this is an outstanding program." The Ernst & Young study is the latest in a series of positive evaluations by independent consultants of the Community Builder Program. The program has also drawn praise as an innovative success by Andersen Consulting, Public Strategies Group, Booz-Allen & Hamilton, and government reinvention expert David Osborne. HUD's approximately 800 Community Builders are located in the Department's 81 field offices around the country. Their mission is to help individuals, local governments, non-profit groups, businesses and others understand and benefit from HUD programs. Ernst & Young received 718 case studies from HUD and randomly selected 25 representative cases to examine. They then interviewed the customers involved, including 51 officials from local governments, non-profits, public housing authorities, and other individuals and organizations served by HUD at the local level. The study found "92 percent of interviewees indicated that they were pleased with the Community Builders' performance" and found "88 percent of interviewees also indicated that they would call upon the Community Builder again." Executive Summary

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