Uttar Pradesh Housing and Development Board

The new Housing Commissioner of the Uttar Pradesh Housing and Development Board (UPHDB), V N Garg, faced the challenge of building the UPHDB into a brand that reflected customer responsiveness, quality consciousness and world-class standards in operations. This case on the UPHDB focuses on the process of initializing and implementing change in a government-owned organization that had for a long time been operating in a stable monopolistic environment, while lacking a long-term perspective and being subjected to frequent changes in top management. The case documents the various initiatives/interventions in the process of making changes, and articulating and implementing a vision for the UPHDB. Issues involved in consolidating the initiatives for change, the culture change and the pursuit of ISO certification are also discussed.