September 4, 2025
Results
Applications
THE CLIENT
The Los Angeles Housing Department (LAHD) produces, preserves, and protects safe and affordable housing for all Angelenos across every neighborhood. Its mission spans rent stabilization, landlord and tenant assistance, affordable and supportive housing development, and housing programs for low-income, senior, and special-needs populations. To deliver on this mission, LAHD manages complex programs that affect thousands of residents and landlords, requiring reliable systems and accurate data to ensure that public resources are distributed quickly and equitably.
– Client Representative, Los Angeles Housing Department (LAHD)
THE CHALLENGE
LAHD’s legacy applications and manual processes made it difficult to keep up with the city’s evolving housing needs. The department first partnered with Ondaro (then operating as Cask NX) in 2020 to develop a novel ServiceNow application that distributed emergency rental assistance to tenants financially impacted by the COVID-19 pandemic. While that project proved highly successful, the experience highlighted deeper operational challenges:
As LAHD expanded its programs such as United to House LA (ULA), Rent, and Housing Development Bureau (HDB) initiatives — it recognized the need for a modern, flexible platform. To serve Angelenos effectively, LAHD needed a trusted development partner to mature its ServiceNow applications, integrate processes, and deliver new functionality under tight timelines.
THE SOLUTION
Ondaro renewed its contract with LAHD to continue developing and maturing ServiceNow applications across three primary workstreams:
Key solution highlights included the following:
By applying agile practices and proven expertise, Ondaro delivered modernized solutions in just two months — providing LAHD with faster, more reliable tools for housing services. The enhancements not only improved immediate operations but also created a scalable foundation for future housing initiatives.
THE PARTNER EXPERIENCE
The partnership between LAHD and Ondaro was marked by transparency, responsiveness, and a shared commitment to the department’s mission. LAHD valued Ondaro’s ability to listen carefully, understand requirements quickly, and adapt to shifting priorities without losing momentum. The agile collaboration enabled LAHD to make informed decisions throughout development and ensured that solutions reflected real-world needs. An LAHD representative said, “They have made our investment in ServiceNow desirable in upgrading and deploying other custom applications.”
The testimonial from LAHD underscores the partnership’s strength: Ondaro was not just a vendor delivering code but a guide helping LAHD unlock the full potential of its ServiceNow investment. This trust-based relationship positions LAHD to continue innovating confidently as its housing programs expand. “They were wonderful to work with,” noted an LAHD management representative.
Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
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