DHHL modernization advances: Salesforce migration, AI voice/chat pilot and phase-three request
June 12, 2026 | Hawaiian Home Lands (DHHL), Department of, Executive , Hawaii
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DHHL modernization project staff briefed the commission on June 12 about the department's multi-year move from legacy systems to a Salesforce-based platform and a planned phase-three work package that includes AI tools.
Debbie Olivado, DHHL modernization project manager, said Phase 1 migrated legacy records into Salesforce and launched a beneficiary portal; Phase 2 implemented the housing project-lease awards process, loan-data cleansing and digitized genealogy records. Technical lead Kerwin Yadawo described Phase 3 items currently proposed for FY27: a water-utility pilot buildout, continued digital-file migration and divisional projects (grant management and beneficiary surveys). The Phase 3 request presented totaled approximately $941,046.
Yadawo said DHHL is partnering directly with Salesforce on an AI implementation that will include a voice agent and a chat-based assistant on DHHL's website to field routine beneficiary questions, such as how to apply, what documents are required for the wait list and how to check offering status. He said the AI will supplement staff and help address call-volume issues, while an in-house software developer recently hired reduced overall third-party billable costs.
Yadawo noted the department received a Salesforce-supported development award valued at roughly $653,000 to support AI implementation; Pacific Point remains the primary vendor for ongoing enhancements. Olivado and Yadawo emphasized that many Phase 2 costs were financed from FY26 monies and that FY27 funding is targeted to complete Phase 3 items.
Why it matters: the modernization work aims to shorten processing times for lease awards and loan servicing, increase self-service options for beneficiaries and reduce staff workload. Commissioners asked about sufficiency of the Phase 3 budget and ongoing vendor hours; staff replied that in-house capacity and the Salesforce partnership reduce projected contract costs.
The modernization team said the timeline targets the majority of divisional process completions by July 2027, with final phase work thereafter.
Debbie Olivado, DHHL modernization project manager, said Phase 1 migrated legacy records into Salesforce and launched a beneficiary portal; Phase 2 implemented the housing project-lease awards process, loan-data cleansing and digitized genealogy records. Technical lead Kerwin Yadawo described Phase 3 items currently proposed for FY27: a water-utility pilot buildout, continued digital-file migration and divisional projects (grant management and beneficiary surveys). The Phase 3 request presented totaled approximately $941,046.
Yadawo said DHHL is partnering directly with Salesforce on an AI implementation that will include a voice agent and a chat-based assistant on DHHL's website to field routine beneficiary questions, such as how to apply, what documents are required for the wait list and how to check offering status. He said the AI will supplement staff and help address call-volume issues, while an in-house software developer recently hired reduced overall third-party billable costs.
Yadawo noted the department received a Salesforce-supported development award valued at roughly $653,000 to support AI implementation; Pacific Point remains the primary vendor for ongoing enhancements. Olivado and Yadawo emphasized that many Phase 2 costs were financed from FY26 monies and that FY27 funding is targeted to complete Phase 3 items.
Why it matters: the modernization work aims to shorten processing times for lease awards and loan servicing, increase self-service options for beneficiaries and reduce staff workload. Commissioners asked about sufficiency of the Phase 3 budget and ongoing vendor hours; staff replied that in-house capacity and the Salesforce partnership reduce projected contract costs.
The modernization team said the timeline targets the majority of divisional process completions by July 2027, with final phase work thereafter.
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