Highlighting Agency Operations
The LACDA’s more than 700 employees are the backbone of its success, driving every achievement with their talent, creativity, dedication, and passion.
Their collaborative spirit and unwavering commitment to excellence form the foundation of the agency culture and drive its performance.
Simply put, our employees are our greatest asset— without them, we could not Build Better Lives and Better Neighborhoods.
On October 31, 2024, the agency’s Information Technology Unit successfully completed the porting of nearly 1,000 telephone numbers to a new communications system.
The upgrade replaces the agency’s 12-year-old Mitel equipment with CallTower, a modern, cloud-based communications provider. This transition eliminates hardware and maintenance costs while enabling full integration with Microsoft Teams for voice and video calls, instant messaging, collaboration tools, and voicemail.
In addition, the agency implemented Five9, a cloud-based solution that empowers call center staff with a self-service portal. This tool allows representatives to manage schedules, document chat and call logs, return queued callback requests, and generate real-time analytics to track performance metrics.
In May 2025, the LACDA introduced the agency’s new classification and compensation systems, outlining a revised framework for job organization and compensation for all agency employees.
While initiated in 2018, this project experienced multiple interruptions and restarts due to a combination of external and internal factors. Initially delayed by the onset of the COVID-19 pandemic, it faced further setbacks from staffing changes and retirements. Despite these challenges, updating the agency’s 40-year-old systems remained a priority.
The newly released systems enhance both internal operations and external service delivery. Key features include:
