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.
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.
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.
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.
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.
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.
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.
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.
Started building the tool.
The tool was launched on the website and socialised with service providers.
Ongoing iterations of the tool and design based on feedback from users.
EECA is looking at a ‘Tool 2.0’ with more functionality, signalling organisational support for this increased resource investment.
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