Designing a heat pump program for low-income customers requires careful planning and consideration of multiple factors to ensure it effectively meets the needs of the community. The program design phase is crucial and typically involves several key steps to lay a solid foundation for successful implementation. Strategic and thoughtful design establishes a strong basis for successful program implementation and ensures lasting benefits for the community. In the design phase, program administrators should take all necessary steps to ensure that the program will deliver reliable, cost-effective, and environmentally friendly heat pump solutions that genuinely benefit low-income customers.

The program design phase involves determining:

Program Goals

• Define specific and measurable objectives that outline the intended outcomes of the program, such as targeted energy savings and cost reductions.
• Align these goals with broader organizational or community objectives to ensure relevance and impact.

Funding Sources

• Identify the sources and amount of program funding.
• Ensure adequate financial support is available for low-income households.

Tailored Offerings

• Develop incentives, rebates, or financing options specifically for heat pump installations.
• Identify eligible equipment types, establish minimum efficiency requirements, and determine if designations such as ENERGYSTAR® or NEEP ccASHP will be required.
• Consider offering midstream incentives to distributors, retailers, or contractors to encourage them to stock and promote heat pump products.
• Explore synergies with other existing programs to maximize incentives or financing opportunities.

Eligibility and Application Process

• Define eligibility criteria based on factors such as household income levels, existing system characteristics, and home ownership status.
• Outline necessary documentation for verification.
• Create a straightforward and user-friendly application process that is easy for low-income customers to navigate.

Recruitment and Customer Support Measures

• Determine a marketing and outreach strategy.
• Consider additional customer support measures like on-bill financing, utility bill assistance, and pairing heat pump incentives with other efficiency upgrades such as weatherization.
• Develop a plan to provide customer service and support.

Utility Bill Impacts

• Develop methods to estimate the energy bill impacts for each household.
• Ensure the program enhances affordability without inadvertently increasing utility costs.

Contractor Protocols

• Establish thorough vetting processes and training requirements for contractors.
• Set up effective communication protocols for ongoing engagement and collaboration.

For support with different program design elements, consider the following resources.