Equity in Efficiency Programs
A new client recently asked if we implement equity programs differently than other programs. All our programs are equity programs — it’s important that every potential customer have access to incentives and rebates that help them reduce their energy and water use. However, we do have programs that target very specific customers — programs with income qualifications, for renters, for rural and agricultural areas, for small businesses, and others.
I asked Frontier’s staff about what they do differently to implement targeted programs. Steve Wiese said, “We administer five low-income programs in Texas and in New Mexico and they are driven almost entirely by agency and non-profit allies who refer individual customers.” Other staff concurred and said that when we launch a new program or target a new area, we look for established partners. “We connect with community-based organizations, churches, libraries, and family service agencies, and then conduct much of our outreach through them because they have close and trusted relationships to the end customers,” Steve said.
Acterra is a community partner in California. Executive Director Lauren Weston said, “Incentive applications can be very complicated. Our clients are best served by one-on-one consultations, screen sharing, paper applications, and phone support.” Since last year, Acterra’s team has been using Zoom to help clients fill out applications. “We share screens with our clients and walk them through each step of an application,” she said.
Steve said, “Most rebate and incentive programs have online applications and a way to easily attach electronic invoices, tax records, and other required documents. Online applications are impossible for people without internet access. In most of our programs, we have a way for applicants and partners to mail or fax an application and supporting documents. They can even call us, and whenever possible we’ll help them complete the application over the phone.”
Frontier is collaborating with The LEAP Institute, an organization that works with Spanish-speaking farm workers, on a rebate program that will minimize the required back-up documentation. The LEAP Institute’s executive director Rey Leon explained, “Many of our clients live in very remote areas. They can’t scan and upload documents because they are 40 miles from the nearest scanner. Reducing document uploads will remove a barrier for them to participate in EV rebate programs.”
In Frontier’s direct install programs, we minimize the time the customer must take off work or away from their family. Pre-inspections and assessments are completed virtually and the customer schedules installation at a time convenient for them. Frontier’s Katie Cooper said, “In our income-qualified programs, the first contact we have with the customer is when we come to install the measure. We do everything we can so that the customer thinks energy efficiency is very easy!”
Tina Neuhausel, Executive Director of Sustainable Contra Costa, said, “Equity is more than language and income. Equity is serving veterans and active military, single parents and grandparents raising their grandchildren, retired people and people who are just starting out in life — and those that might be starting again. Equity programs reach people where they are instead of asking them to come to us.”
Which brings me full circle. To reach people equitably, we do more than just build an online application and use social media to ask people to enroll. We design every program with personal touches that help customers find, apply for, and have great experiences.
Originally written by Larry Brand, Frontier Energy — https://frontierenergy.com/blog/#equity-efficiency-programs
