Ministry of Housing and Urban Development: Reclaiming digital service delivery
See how FormBuilder has helped other organisations improve their customer experience, streamline internal processes, and save money on IT development.
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The challenge
In early 2024, the Ministry of Housing and Urban Development (HUD) lost funding for their online system. This meant staff and Māori entities had to return to using Word and PDF forms. Reporting became slower, errors increased, and trust in the process began to drop. HUD needed a fast and affordable way to bring their services back online and improve the experience for their customers.
The solution
HUD learned about FormBuilder and Business Connect in March 2024. On day one, the FormBuilder team helped them get set up quickly.
HUD’s Business Solutions Architect, Radley Neethling, was able to start building forms the same day—without developers, without procurement, and without delays.
HUD digitised 4 key reporting forms for Māori entities. They used FormBuilder’s simple interface, conditional logic, and real-time validation to tailor forms to customer needs. The platform’s flexibility made it easy to make changes quickly, and expert guidance from the FormBuilder team helped make the project a success.
Customer impact
HUD saw immediate results:
- Faster service delivery: 4 forms built and launched in just 12 weeks.
- Improved customer experience: Māori entities now submit forms online, with fewer errors and less time spent on admin.
- Data reuse: Customers can reuse information across forms, making repeat submissions quicker.
- Operational efficiency: HUD receives applications directly in the Business Connect portal. Case management, communication, and reporting all happen in one place.
- Cost savings: Digitisation with FormBuilder saved at least $80,000 in delivery cost.
- Scalable success: HUD is expanding its use of FormBuilder to digitise more forms, including their Annual Affordability Report.
Why it matters
HUD’s story shows FormBuilder is more than a form-building tool. It helps agencies restore trust, improve service delivery, and respond to challenges like budget cuts or aging systems.
Teams can move quickly, create their own digital services, and stay secure with government-grade security – all supported by the FormBuilder team.
How FormBuilder can help you
If your team is dealing with PDF forms, busy inboxes, high customer support needs, or fragmented data, we can help.
- Join a FormBuilder webinar to see how the builder works and explore hosting and data options.
- Email us to talk about a pilot or discuss your integration needs.