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Contractor Engagement & Workforce Development – Assess & Improve Processes

Monitor the effectiveness of contractor and workforce development efforts, motivate improvement, address low performers, and adapt on a regular basis.
Handbook

Financing – Develop Resources

Develop the procurement, outreach, and loan support resources required to perform your financing activities.
Handbook

Program Design & Customer Experience – Develop Implementation Plans

Develop a detailed plan for launching and operating your program that integrates all program components into a process that is customer-friendly and efficient for contractors and other partners.
Handbook

Contractor Engagement & Workforce Development – Deliver Program

Implement contractor coordination and workforce recruitment and training in concert with other program components
Handbook

Contractor Engagement & Workforce Development – Develop Resources

Develop workforce and contractor engagement procedures, forms, and materials
Handbook

Evaluation & Data Collection – Conduct Evaluation

Manage third-party impact and process evaluation activities by coordinating with evaluators, transferring data, and overseeing evaluation deliverables.
Handbook

Contractor Engagement & Workforce Development – Communicate Impacts

Communicate program results to contractor partners and workforce development stakeholders.
Handbook

Evaluation & Data Collection – Develop Resources

Identify and implement systems and tools that will support data collection and data quality necessary for effective evaluation.
Handbook

Market Position & Business Model – Develop Resources

Identify and develop needed resources to position your organization in the market and maintain a viable business model.
Handbook

Program Design & Customer Experience – Make Design Decisions

Solidify your program strategy and decide which customers you will focus on; what products, services, and support you will provide; and how you will partner with contractors and others to deliver services to your customers.
Handbook

Contractor Engagement & Workforce Development – Develop Evaluation Plans

Determine processes for collecting and sharing data about key contractor metrics and workforce development activities.
Handbook

Financing – Deliver Program

Launch your financing activities in coordination with other program components.
Handbook

Program Design & Customer Experience – Identify Partners

Establish relationships with organizations that can help deliver your program by enhancing your knowledge, resources, capabilities and access to customers and contractors.
Handbook

Market Position & Business Model – Develop a Business Model

Define your business model, including market position, products and services, type of customers, financial model, governance structure, and the assets and infrastructure your organization needs.
Handbook

Financing – Make Design Decisions

Determine if enhancements to existing financing products or the development of new products are necessary to allow you to achieve your goals and objectives.
Handbook

Financing – Identify Partners

Identify and partner with financial institutions that can provide capital, underwriting, and other functions to enable your customers to access financing.
Handbook

Program Design & Customer Experience – Overview

Design a residential energy efficiency program that integrates marketing and outreach, contractor coordination, incentives, financing, and program evaluation to provide customers with the products and services they want through a customer-centric process.
Handbook

Evaluation & Data Collection – Overview

Develop evidence-based insights into your program’s performance through third-party process and impact evaluations. Learn how to develop effective data collection strategies and timely evaluations to identify important program achievements as well as opportunities for making program improvements.
Handbook

Contractor Engagement & Workforce Development – Develop Implementation Plans

Develop contractor engagement, quality assurance, and workforce development plans that include strategies, workflow, timelines, and staff and partner roles and responsibilities.
Handbook

Program Design & Customer Experience – Assess & Improve Processes

Improve your program’s efficiency and effectiveness through regular information collection, assessment, decision-making, adaptation, and communication.
Handbook

Program Design & Customer Experience – Deliver Program

Ensure a positive customer experience with your program from launch through implementation over time.
Handbook

Contractor Engagement & Workforce Development – Make Design Decisions

Solidify your program strategy and decide which customers you will focus on; what products, services, and support you will provide; and how you will partner with contractors and others to deliver services to your customers.
Handbook

Program Design & Customer Experience – Develop Evaluation Plans

Establish metrics and measurement strategies for understanding whether you are effectively achieving your program goals and meeting your customers’ needs, while identifying areas that can be improved.
Handbook

Contractor Engagement & Workforce Development – Identify Partners

Establish relationships with contractors who will deliver program products and services, and with organizations that train and certify workers.
Handbook

Contractor Engagement & Workforce Development – Set Goals & Objectives

Establish objectives, targets, and timeframes for your program to support local contractors and the type and quality of service they provide to help meet your program’s goals.
Handbook

Program Design & Customer Experience – Assess the Market

Research and analyze the specific barriers, needs, and opportunities for a residential energy efficiency program in your community.
Handbook

Contractor Engagement & Workforce Development – Overview

Support and partner with the workforce who will deliver your program’s energy efficiency services by understanding their capacity, recruiting contractor partners, enabling technical training and business development support, fostering clear communication, and refining program processes over time, in partnership with your workforce.
Handbook

Establish a clear system and process for ensuring quality work

A residential energy efficiency program’s success is dependent on the quality of work that contractors conduct in customers’ homes. Indeed, an in-depth examination of selected program strategies found that effective quality assurance and quality control programs provided a foundation for quality...
Tips for Success

Recognize and reward good contractor performance

Many programs used the information they gathered through their quality assurance efforts to recognize contractors that deliver consistent, high-quality work. Rewarding good contractor performance can help you build trust, strengthen partnerships, and boost workforce morale. You can incentivize...
Tips for Success

Provide materials and training to ensure data quality, consistency, and accuracy

Many Better Buildings Neighborhood Program partners found that it is important to get buy-in from program staff and contractors on the importance of data integrity to the program mission and then to invest time to develop materials and train everyone who has a role in data collection and analysis...
Tips for Success

Design your financing activities to enable long-term sustainability

In order to overcome lenders’ concerns over the risk associated with energy efficiency loans, many Better Buildings Neighborhood Program partners offered credit enhancements to lenders (e.g., loan loss reserve funds) to attract lender participation and to mitigate lender losses in the event of loan...
Tips for Success

Engage with potential lending partners early, and make a clear business case for their involvement

Some lenders perceive home energy lending to be too risky or not profitable enough for them to get involved. Programs have found that engaging potential lending partners early in the program design process, especially in face-to-face meetings, helped them understand both lender needs and the risks...
Tips for Success

Energy Efficiency and Conservation Loan Program Webinar Series: #4 Residential Energy Efficiency Deep Dive, Part Two

Author(s)
U.S. Department of Agriculture,
U.S. Department of Energy
Publication Date
2014

This webinar is the fourth (in a series of six) hosted by USDA Rural Utility Service (RUS) and focusing on the Energy Efficiency and Conservation Loan Program (EECLP). The second in a two-part series, this webinar shares best practices from the more than 40 competitively selected state and local governments who participated in the U.S. Department of Energy’s Better Buildings Neighborhood Program. This webinar focuses on data collection and continuous improvement, partnering with financial institutions, community-based outreach, and quality assurance of contractor work. It also features a case study from Jackson Electric Member Corporation about their audit tools, rebates and loans, tracking and reporting, and marketing and advertising strategies.

Resource - Webcast

Quality Assurance for Residential Retrofit Programs

Author(s)
Jim Grevatt, Vermont Energy Investment Corporation
Publication Date
2010

This DOE Technical Assistance Program webcast covers why quality assurance is important for residential upgrade programs, how to define realistic goals, and the key elements of a QA program.

Resource - Webcast

This Is Your Program, This Is Your Program On Data

Author(s)
Tim Guiterman, EnergySavvy,
Jeff Perkins, ERS
Publication Date
2017

This presentation describes how programs have leveraged data to increase program energy savings, with a spotlight on advanced and real-time monitoring and verification (M&V 2.0), contractor scorecards, and intelligent quality assurance (QA) and monitoring.

Resource - Topical Presentations

Innovations in Processes to Accelerate Home Upgrade Programs

Author(s)
Dale Hoffmeyer, U.S. Department of Energy,
Chris Baker, Arizona Public Service (APS),
Torsten Glidden, Build It Green
Publication Date
2016
Organizations or Programs
Energy Upgrade California,
Arizona Home Performance with ENERGY STAR

Achieving energy savings goals and improving customer and contractor satisfaction while staying cost-effective makes managing home energy upgrade programs challenging. DOE's Home Upgrade Program Accelerator is working with program administrators to identify strategies that overcome challenges and achieve better results. The Arizona Home Performance with ENERGY STAR program completed process improvements that improved contractor satisfaction and deceased quality assurance labor.  Build It Green implemented software improvements to their utility program's online rebate applications portal to accelerate data processing.

Resource - Topical Presentations

Making the Grade: Innovative Approaches to Improving Quality

Author(s)
U.S. Department of Energy
Publication Date
2017
Organizations or Programs
Enhabit,
Consumers Energy

This summary from a Better Buildings Residential Network peer exchange call focused on innovative approaches to increase contractors' work quality through feedback reports and contractor ranking, decrease quality assurance costs through remote quality assurance, and improve contractor engagement. It features speakers from Consumers Energy, Enhabit, and DOE.

Resource - Topical Presentations

Keys to Successful Quality Assurance and Quality Control Programs (101)

Author(s)
U.S. Department of Energy
Publication Date
2016
Organizations or Programs
Energize Connecticut,
Michigan Saves

This summary from a Better Buildings Residential Network peer exchange call focused on quality assurance of energy efficiency services.

Resource - Topical Presentations

Quality Assurance Strategies

Author(s)
U.S. Department of Energy
Publication Date
2011
Organizations or Programs
Greater Cincinnati Energy Alliance (GCEA)

This peer exchange call summary focused on the challenges and effective combinations of quality assurance strategies.

Resource - Topical Presentations

Quality Control, Standardization of Upgrades, and Workforce Expectations

Author(s)
U.S. Department of Energy
Publication Date
2014
Organizations or Programs
New York State Energy Research and Development Authority (NYSERDA),
Community Energy Challenge,
Community Power Works

This summary from a Better Buildings Residential Network peer exchange call focused on quality assurance and control, standardization of upgrades and workforce expectations.

Resource - Topical Presentations

Do-It-Yourself Projects

Author(s)
U.S. Department of Energy
Publication Date
2012
Organizations or Programs
Neighborworks H.E.A.T Squad,
RePower Bainbridge

This peer exchange call summary focused on the challenges, benefits, quality assurance methods and incorporation of do-it-yourself projects into programs.

Resource - Topical Presentations

Data Driven Quality Assurance & Quality Control

Author(s)
Patrick Roche, Conservation Services Group
Publication Date
2012

Presentation describing how Conservation Services Group uses data to monitor market transformation and for internal QA/QC purposes.

Resource - Topical Presentations

Job Quality, Equitable Access and Quality Assurance Standards in Leading Residential Weatherization Programs

Author(s)
Community Benefits Law Center
Publication Date
2010
Organizations or Programs
Enhabit,
New Jersey Weatherization Assistance Program,
Delaware Weatherization Assistance Program,
Washington State Energy Program,
Community Power Works,
Santa Clara County AB811 Pilot Program

Summary of the standards that support job quality, equitable access and quality assurance in several residential energy efficiency programs from different parts of the country.

Resource - Publications

Quality Assurance Best Practices: Home Energy Performance with ENERGY STAR Programs

Author(s)
U.S. Department of Energy
Publication Date
2011

This publication includes best practices for how to create a quality assurance plan and the key components that these plans should include.

Resource - Publications

Home Performance with ENERGY STAR Sponsor Guide and Reference Manual (v1.5)

Author(s)
U.S. Department of Energy
Publication Date
2014

This guide assists with developing an implementation plan for a Home Performance with ENERGY STAR program. It covers key elements of the plan, including the scope and objectives of the program and the policies and procedures that will ensure its success, including co-marketing and brand guidelines (section 1), workforce development and contractor engagement (section 3), assessment and report requirements (section 4), installation specifications and test-out procedures (section 5), and quality assurance (section 6).

Resource - Publications

New York Home Performance with ENERGY STAR Contractor Training Videos

Author(s)
NYSERDA
Publication Date
2017
Organizations or Programs
New York State Energy Research and Development Authority (NYSERDA)

New York Home Performance with ENERGY STAR offers a series of training videos for new contractors covering topics such as creating processes and procedures to manage projects, consumer incentives and financing options, and Quality Assurance (QA) inspections.

Resource - Program Materials

New Jersey's Clean Energy Program: Making it Work for Contractors & Programs

Author(s)
New Jersey Clean Energy
Publication Date
2014
Organizations or Programs
New Jersey Home Performance with ENERGY STAR

This presentation provides an overview of New Jersey Clean Energy's approach to contractor engagement, including contractor participation requirements, procedures for quality assurance and quality control, production incentives, training procedures, and an online contractor portal.

Resource - Program Materials

NYSERDA Quality Assurance Policies and Procedures

Author(s)
New York State Energy Research and Development Authority (NYSERDA)
Publication Date
2012
Organizations or Programs
New York State Energy Research and Development Authority (NYSERDA)

To deliver the most effective residential energy efficiency programs possible, NYSERDA implemented a quality assurance process to verify that projects meet all program requirements while maintaining healthy and safe conditions for the occupants.

Resource - Program Materials

NYSERDA's Home Performance with ENERGY STAR Process Flow Charts

Author(s)
New York State Energy Research and Development Authority (NYSERDA)
Publication Date
2010
Organizations or Programs
New York State Energy Research and Development Authority (NYSERDA)
Two visual flow charts, one that illustrates the process starting with customer interest to final incentive payment, and another that illustrates the program's quality assurance process.
Resource - Program Materials

Improving Quality Through Performance Metrics

Author(s)
U.S. Department of Energy
Publication Date
2012
Organizations or Programs
BetterBuildings for Michigan

This video explains how Better Buildings for Michigan's performance metrics and quality assurance enabled them to encourage high-performing contractors, to help underperforming contractors improve, and ultimately to dismiss some contractors.

Resource - Case Studies

Content Type

  • Handbook (27)
  • Resource (18)
  • Tips for Success (5)

Resource Type

Program Components

  • Market Position & Business Model (2)
  • Program Design & Customer Experience (14)
  • Evaluation & Data Collection (10)
  • Marketing & Outreach (1)
  • Financing (8)
  • Contractor Engagement & Workforce Development (23)

Program Design Phases

  • Overview (4)
  • Strategy Development (20)
  • Planning (15)
  • Implementation (26)
  • Evaluation (14)

States or Territories

  • Arizona (3)
  • California (4)
  • Connecticut (1)
  • Louisiana (1)
  • Maryland (4)
  • Michigan (2)
  • Missouri (1)
  • New Hampshire (1)
  • New Jersey (1)
  • New York (6)
  • Ohio (1)
  • Oregon (3)
  • Texas (1)
  • Vermont (2)
  • Virginia (2)
  • Washington (4)

Organizations or Programs

  • Enhabit (4)
  • New York State Energy Research and Development Authority (NYSERDA) (4)
  • Be SMART (3)
  • Community Power Works (3)
  • Energy Upgrade California (2)
  • Local Energy Alliance Program (LEAP) (2)
  • RePower Bainbridge (2)
  • Arizona Home Performance with ENERGY STAR (1)
  • Arizona Public Service (APS) (1)
  • Austin Energy (1)
  • Beacon Communities Project (1)
  • BetterBuildings for Michigan (1)
  • Community Energy Challenge (1)
  • Consumers Energy (1)
  • Delaware Weatherization Assistance Program (1)
  • Energize Connecticut (1)
  • Greater Cincinnati Energy Alliance (GCEA) (1)
  • Michigan Saves (1)
  • Missouri Agricultural Energy Saving Team —A Revolutionary Opportunity (MAESTRO) (1)
  • Neighborworks H.E.A.T Squad (1)
  • NeighborWorks of Western Vermont (1)
  • New Jersey Home Performance with ENERGY STAR (1)
  • New Jersey Weatherization Assistance Program (1)
  • NYSERDA (1)
  • Santa Clara County AB811 Pilot Program (1)
  • Small Town Energy Program (STEP) (1)
  • Washington State Energy Program (1)
Residential Program Guide is a resource of the U.S. Department of Energy's Building Technologies Office.
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