Managing Logistics and Customer Support
Once the program design and communication strategies are finalized, the next fundamental step is program delivery. Effective implementation hinges on dedicated staff overseeing all aspects of the program's execution. Regular evaluation of progress and gathering feedback from both customers and contractors are critical to ensuring operational efficiency and participant satisfaction. Program delivery is not only about executing plans but also about adapting and refining strategies based on real-time insights to ensure a seamless and successful program rollout.
Program implementation typically involves:
Conducting a Pilot
- If feasible, execute a small-scale pilot program to identify both challenges and successful tactics.
- Refine processes based on pilot results and feedback.
Providing Home Assessments
- Have program staff or contractors evaluate the home's layout and existing systems prior to installation.
- Determine rebate eligibility based on home conditions and existing equipment.
Installing Equipment
- Coordinate with approved contractors for equipment installation.
- Oversee the installation process to maintain quality standards.
Processing Applications
- Establish an efficient system for tracking and processing applications.
- Process rebates and issue payments promptly.
Managing Contractors
- Conduct regular check-ins and performance reviews of approved contractors.
- Remove underperforming contractors and reward those who consistently deliver high-quality work.
Tracking metrics
- Monitor key performance indicators (KPIs) against set targets.
- Regularly report on program progress and achievements.
Ensuring Quality
- Implement a comprehensive quality control process.
- Conduct inspections of completed select installations if possible.
Providing Customer Service
- Provide assistance throughout the entire process (application, installation, post-installation).
- Address customer questions, concerns, and complaints in a timely manner.
Program administrators can leverage the following resources to support various aspects of program delivery.
| Resource Name | Resource Type | How to Use | Source URL |
| Marketing & Outreach Delivery | Guide | Learn how to deliver effective marketing and outreach for energy programs. | DOE |
| Contractor Engagement & Workforce Development Delivery | Guide | Learn how to deliver your contractor engagement and workforce development program. | DOE |
| Program Design & Customer Experience Delivery | Guide | This handbook will guide you through the process of delivering your program, from pre-launch preparation through start-up to the ongoing operations of your program. | DOE |
| Financing Delivery | Guide | Access guidance on delivering financing as part of your program. | DOE |
| Low-Income Energy Library: Federal Resources and Tools | Repository | Access federal resources and tools for identifying successful energy solutions for low-income energy households. | DOE |