Watertown Housing Authority: Streamlining Operations, Empowering Staff
Just the Facts
Executive Director: Tammy Kasten
Deputy Director: Dylan Kasten
Location: Watertown, Wisconsin
Units: 78 Public Housing Units
Former System: HDS Win (Server-based)
Kanso Software Team: Dakota Koontz, Zach Lenart
Time/Cost Summary: 98.1 hours saved annually
Key Measurable Outcomes
Recertifications: 19.5 hours saved (✔ 50% faster)
Move-Ins: 1 hour saved (✔ ~60% faster)
Work Orders: 73.6 hours saved (✔ 85–90% faster)
MTCS Reporting: Automated (✔ 100% hands-off)
Letter Generation: Hours eliminated (✔ minutes instead of hours)
Navigation & Lookup: Multi-step searches reduced to seconds (✔ significantly faster)
Remote Access: In-office dependency removed (✔ 100% available anywhere)
The Challenge
For years, Watertown Housing Authority relied on HDS Win, a system that had once been an upgrade but had grown increasingly difficult to maintain. As a server-based platform, it required staff to be physically in the office. Training new employees took time because the system relied on older, highly manual processes built over decades.
For Tammy, the system worked because she had learned it deeply over many years. For Dylan, who joined later, the challenge wasn’t ability; it was that HDS Win relied heavily on legacy navigation patterns and memorized pathways that weren’t designed for new users. Even after a year, the system required more institutional knowledge than most modern tools.
Paperwork orders sat on desks waiting for pickup. Monthly reporting required Tammy to prepare packets manually. And when emergencies came up, there was no safe or reliable way to complete tasks outside the building.
“HDS was an old program… You had to know how to navigate it.” — Dylan Kasten.
The Breaking Point
There wasn’t a single dramatic moment; it was the steady realization that the system simply no longer fit the way a small housing authority operates. The agency needed a modern platform. Something cloud-based. Something intuitive. Something that future staff could learn quickly without years of memorized steps.
Remote access wasn’t optional anymore. Efficiency wasn’t optional. And the agency wanted a system that matched the pace and clarity of today’s work.
Kanso became the path forward.
The decision had been made months before. But the impact became real the first time Dylan logged in from home to help cover tasks while caring for his newborn.
“Having cloud-based software is huge. I’ve already been able to work from home with the baby. I can do more without being in the office.” — Dylan Kasten.
What We Discovered Together
Implementation with Kanso wasn’t a one-way setup; it was a collaborative rebuild of how the agency worked. Together, the teams:
Customized letters and notices
Tuned reports to match audit and accounting needs
Structured the chart of accounts
Set up work orders and maintenance notifications
Simplified tenant file processes
Each working session brought the system closer to Watertown’s real-world workflow. What began as unfamiliar soon became understandable, and then became easy.
Dylan, who had worked hard to adapt to the older system, quickly began navigating Kanso with certainty, thanks to its clearer layout and modern design.
“We’re seeing what the program is and how we can use it… I’m getting more confident.” — Dylan Kasten.
The Solution
Kanso brought clarity to every workflow. Recertifications followed guided steps. Move-ins became streamlined and predictable. Letters that once required manual Word editing became template-driven and sent in minutes.
Work orders moved instantly from the front office to maintenance. No paper. No delays. No missed requests.
In only four months, the staff achieved a level of comfort and mastery that had taken years to reach in the old system.
“Now everything is very simple and streamlined, we can get letters out in minutes.” — Tammy & Dylan.
Implementation Spotlight: Work Orders
Before Kanso, creating a work order meant filling out a form, printing it, and locating the maintenance technician. In some cases, it added 20 minutes before a request was even seen.
Now, staff enter the work order digitally, and maintenance receives it within 2–3 minutes. The process is direct, reliable, and eliminates interruptions.
At roughly five work orders per week, the improvement saves the agency 73.6 hours every year.
Transformation in Action
Recertifications: Reduced from 30 minutes to 15. That’s 19.5 hours saved each year, and a workflow that feels calmer and more organized.
Move-Ins: Reduced from 20 minutes to 8. The process is concise and repeatable, especially for new staff.
Accounting Automation: The MTCS report, once a recurring manual task, is now automated. The accountant can log in independently, which will save Tammy time and reduce pressure.
Navigation & Confidence: Daily tasks now move faster because the interface makes sense. Finding tenant information takes minutes instead of multiple steps.
Strategic Outcomes
By the fourth month, both leaders reached a new level of ease. Stress levels dropped dramatically. Processes that once felt heavy now felt manageable.
The agency gained not only time, but resilience. Staff could work from anywhere. Onboarding future employees would be simpler. And maintenance became more responsive.
“I was on HDS for a year and a half and still didn’t feel confident. In just four months with Kanso, I navigate everything faster and I feel completely comfortable.” — Dylan Kasten.
Final Thoughts
When asked what she would tell another Executive Director considering the change, Tammy highlighted how accessible Kanso is for today’s workforce.
“A lot of Executive Directors are younger; they can soak this right up. It’ll work wonders for them. Now that I understand it and everything is working, it’s much easier… I’ll definitely pass the word on.” — Tammy Kasten.
Conclusion
For the Watertown Housing Authority, Kanso delivered more than new software; it delivered clarity, modern workflows, and a system that truly supports the people who keep housing running. Processes are quicker. Tasks make sense. And staff feel equipped, confident, and ready for what comes next.
The result is a stronger agency, powered by a platform that finally matches its mission.