A Case Study on Strategic AI Adoption at the Tampa Housing Authority
by Mike Tepfer, Director of Information Technology, Tampa Housing Authority
Artificial Intelligence (AI) is no longer a distant concept-it is a present-day tool reshaping how public agencies operate. At the Tampa Housing Authority (THA), we view AI not as a trend, but as a strategic imperative. Our approach is grounded in policy, guided by purpose, and focused on people.
This case study outlines how THA is integrating AI into its operations, the principles guiding our adoption, and the lessons we are learning along the way.
A Policy-First Approach to Transformation
Our AI journey began with a clear directive: establish a policy framework that ensures responsible, secure, and mission-aligned implementation. In July 2025, our Board of Commissioners authorized a formal agreement with an AI-Strategy firm to support our readiness and implementation roadmap. This foundational step emphasized governance, risk assessment, and cultural change management as prerequisites to any technical deployment.
We recognize that housing authorities are not software companies. Therefore, our strategy prioritizes partnerships with expert vendors who understand both the technology and the regulatory environment in which we operate. This allows us to focus on outcomes-improved service delivery, operational efficiency, and staff empowerment-rather than internal software development.
Integration Over Isolation
One of the most important lessons we have learned is that AI solutions must speak to one another. Siloed systems create duplication, inefficiency, and confusion. Our roadmap emphasizes interoperability, ensuring that new tools integrate with existing platforms and workflows. This approach reduces redundancy and maximizes the value of every investment.
Automation Where It Matters Most
AI is particularly well-suited for repetitive, rules-based processes. At THA, we have already deployed BOB Ai to manage our Housing Choice Voucher waitlist. This tool automates routine inquiries and provides applicants with near real-time updates on their placement-freeing staff to focus on more complex, human-centered tasks.
We are also piloting AI applications in finance and accounting, where automation can streamline reconciliation, reporting, and compliance tracking. Additionally, AI is now being used to assist with tenant calls by automatically generating facilities tickets for unit maintenance. This ensures that service requests are captured accurately and routed efficiently, improving response times and tenant satisfaction.
These efforts are aligned with our five-year strategic plan, which identifies AI as a key driver of modernization across departments.
People at the Center of Progress
While technology is the enabler, people remain the priority. Our Board has emphasized the importance of gathering employee feedback throughout the AI rollout. Staff have been reassured that AI is not a replacement for human roles, but a tool to enhance productivity, reduce administrative burden, and improve quality control.
We are investing in training, change management, and internal communications to ensure that every team member understands the purpose and potential of AI. This transparency builds trust and encourages adoption.
Looking Ahead
The Tampa Housing Authority's AI strategy is still evolving, but our early results are promising. We are seeing faster response times, improved data accuracy, and greater staff capacity to focus on high-impact work. More importantly, we are building a culture that embraces innovation while staying true to our mission: cultivating affordable housing while empowering people and transforming communities.
For housing professionals across the country, our message is simple: AI is not a threat-it is a tool. Having the right policy, partners, and people in place, it can help public agencies do more, serve better, and accelerate their mission impact.
