Warmer Kiwi Homes Tool – Energy Efficiency & Conservation Authority

Energy Efficiency & Conservation Authority

Read how the Energy Efficiency & Conservation Authority (EECA) digitised the insulation and heating grant eligibility test to save customers time and provide EECA with the accurate data needed to better manage messaging, lead generation, and processes.

Problem

EECA was at arm's length from their insulation/heating grants programme, and its marketing and activities. They lacked data and had no visibility over the number of customers. They were essentially "flying a little blind" with reporting done ad hoc by different service providers.

Solution

EECA developed an online eligibility assessment tool, which determines a homeowner's eligibility for a grant within a few clicks, and connects them to a service provider. The tool meant EECA could manage the data and messaging, and undertake the reporting functions.

Observations and lessons learnt

Collaboration with the public and non-government entities

INCREASING DATA TO REFINE MESSAGING

EECA has the funding, drive and public good mandate to improve messaging in order to increase uptake. Now they have the data to overlay with demand and marketing activities to see what had the largest impact and what was the best value for money so they can consistently refine messaging.

HIGH TRUST APPROACH

The tool assumes a high level of trust in home-owners, who don’t have to provide evidence of homeownership or proof of a Community Services Card until the in-person service provider fitting.

Role of technology

DIGITISING FOR REAL-TIME FEEDBACK

By digitising what was previously a manual and service provider-led process, EECA now gets real-time feedback on customer demand for the grant. They can overlay data with marketing activities and understand potential resource constraints. It also means the service is available 24/7 so people can complete the assessment at the time that suits them best.

DIGITAL-FIRST BUT NOT THE ONLY WAY

There is still an 0800 number connected to the EECA call centre so as to not exclude those without internet access or capability. The process is now easier for the call centre staff too, who fill out the eligibility tool on the person’s behalf during the call. Service providers who go door-to-door can also walk people through the eligibility tool on the spot in person.

Resourcing and funding

ALIGN THE CASE FOR RESOURCING WITH YOUR ORG’S NEED

This solution was an increase in workload for EECA. To get the additional resourcing, they needed to be really clear on the alignment and contribution to solving a known organisation need. In this case, the need was for more visibility to ensure ‘no surprises’ and improve uptake. This resourcing came from the operational budget.

2018

June 2018

Start

Started building the tool.

2019

Mid 2019

Launch

The tool was launched on the website and socialised with service providers.

2020

EARLY 2020

Iterations

Ongoing iterations of the tool and design based on feedback from users.

2021

EARLY 2021

Growth

EECA is looking at a ‘Tool 2.0’ with more functionality, signalling organisational support for this increased resource investment.

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