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Overview of the 2009-2010 LIEE Process Evaluation

Gain insights from the 2009-2010 LIEE Process Evaluation Workshop in San Francisco. Discover key objectives, methods used, findings, and actionable recommendations to enhance program efficiency and customer outreach.

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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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