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Overview of the 2009-2010 LIEE Process Evaluation

Overview of the 2009-2010 LIEE Process Evaluation. Workshop 1: Overview of Lessons Learned October 17, 2011 San Francisco. Purpose of the Process Evaluation. Document and provide feedback on program processes in order to guide enhancements of program administration and operation.

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Overview of the 2009-2010 LIEE Process Evaluation

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  1. Overview of the 2009-2010 LIEE Process Evaluation Workshop 1: Overview of Lessons Learned October 17, 2011 San Francisco

  2. Purpose of the Process Evaluation • Document and provide feedback on program processes in order to guide enhancements of program administration and operation. • The two key objectives of this process evaluation were to: • Assess outreach approaches and recommend strategies for improving enrollment opportunities. • Document program processes and identify opportunities to improve the efficiency of program delivery and implementation.

  3. Process Evaluation Methods • Program Material Review: The Research into Action team reviewed program documents, and gathered and analyzed several sources of primary data • Phone Interviews: Conducted in-depth interviews with 8 managerial-level ESA Program staff • Focus Groups: Conducted two groups; one with PG&E inspectors and one with SCE/SCG contractors • Ride-Along Observations: Rode-along with 15 contractors in the field to observe enrollment and assessment visits, installations, and inspections • Phone Interviews: Conducted in-depth interviews with 62 contractors • Phone Surveys: Surveyed 268 customers participating in the LIEE program and 268 phone surveys with nonparticipants

  4. Process Evaluation Findings • The ESA Program is a mature program, with established protocols and lines of communication. • ESA Program manages workflow, hold contractors and staff accountable and is largely effective.

  5. Process Evaluation Recommendations • Outreach & Marketing • Use Customer Testimonials • Research and Establish a Cell Phone Protocol • Reach Property Owners and Gain Access to More Renters • Work with participating contractors & property owners to help revise POWs • Develop a separate marketing strategy for property owners • Encourage WNA-type approaches

  6. Process Evaluation Recommendations • Enrollment & Assessment • Contractors can give their office staff better pre-screening scripts to use when scheduling appointments

  7. Process Evaluation Recommendations • Paperwork Reduction & Database Upgrades • IOUs should work with contractors to determine cost-effective ways to use tablet PCs • IOUs should look into creating forms and updating databases to allow for more robust descriptions of customer homes • IOUs should consider further upgrades to their databases • IOUs that share territories should look into using single intake forms and list the same requirements for proof of income

  8. Process Evaluation Recommendations • Home Assessment • Enrollment and assessment contractors could better document special circumstances or potential problems in a home

  9. Process Evaluation Recommendations • Customer Education • IOUs should collaboratively investigate the extent to which various customer education approaches are effective in increasing customer knowledge of energy-saving practices and actual behavior change • The CPUC and IOUs should consider comparing educational practices across IOUs • Reinforcing enrollment and assessment contractor training on the value and purpose of and specific approaches to customer education may be warranted • Remind installation contractors and inspectors of their roles in continuing customer education • Investigate the creation and dissemination of energy education DVDs

  10. Process Evaluation Recommendations • Installation & Inspection • Improve communication with customers about the extent to which LIEE can assist them • Ensure contractors provide customers with referrals to other program services in their area • Reduce the number of visits • Investigate the possibility of establishing discretionary funds or pursuing partnerships with other agencies to provide customers at risk of not having sufficient heat and hot water with stop-gap or durable equipment

  11. For More Information • Low Income Energy Efficiency Program 2009-2010 Process Evaluation Final Report (June 10, 2011), Prepared for the CPUC, PG&E, SCE, SoCalGas, and SDG&E, by Research Into Action. • Available on the CALMAC website at: http://www.calmac.org/search.asp

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