Mass Save Process. As of April Home Energy Services

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1 Mass Save Process As of April 2011 Home Energy Services

2 Mass Save Operations Main Processes a) ustomer Interaction Process b) Home Performance ontractor (HP) Process c) Independent Installation ontractor (II) Process Note: Program Administrators reserve the right to modify the process and program without prior notice 2

3 Mass Save Operations Main Processes ustomer entry point Process Steps Lead Vendor / Program Administrator Home Performance ontractor (HP) Independent Installation ontractor (II) all enter ustomer outreach Lead Vendor / HP II Program Administrator Energy Assessment Lead Vendor HP Lead Vendor Assigned Installation HP II ontractor Quality Assurance/ Quality ontrol (QA/Q) Lead Vendor or Third party QA/Q Vendor Lead Vendor or Third party QA/Q Vendor Lead Vendor or Third party QA/Q Vendor 3

4 Home Performance ontractor (HP) Process HP promotes the program and does customer outreach HP obtains customers interested in participating in the program ustomer Enrollment (See Note elow) ustomer is screened by Program Administrator or Lead Vendor for eligibility and Lead Vendor gives the ok to HP to perform audit ustomer s eligibility: 1-4 family home No audit within the last year Within service territory Active PA account Fuel type Eligibility for other programs HP provides schedule to Lead Vendor and proceeds with assessment HP gives the Scope of work to ustomer Does the customer choose to move forward and sign the contract? HP completes and submits work package within 48 hours of the audit A Work package (documents required): ontract signed by customer Scope of work Additional paperwork Note: HP may be required to track further information at discretion of Program Administrators. Natural gas heating customers are served by their participating gas utility. Non-heat gas customers are served by their electric provider. alls to Mass Save phone number are answered by the Lead Vendor call center for National Grid/ NStAR/erkshire / WMEO/NE Gas customers. alls to Mass Save phone number are answered by their respective utility/program administrator call center for olumbia, Unitil, and ape Light ompact customers. Lead Vendor returns Scope of Work to contractor and retains information for follow up 4

5 Home Performance ontractor (HP) Process cont. A Tech Review completed after it is received; includes the incentive and gives the approval to HP Are there changes proposed to the work package? HP contacts the customer and goes over the changes, and when customer approves changes, signs the updated contract HP sends updated work package to tech review Tech Review: heck if the scope of work is within the parameters of the program HP informs the customers of the approval and schedules the installation work HP contacts Lead Vendor to inform schedule of installation and HP proceeds with the installation work HP submits data extract to Lead Vendor along with the invoice Is the data extract correct? Data extract should include): Lead Vendor remits incentive payment to HP for completed and approved work END In a required electronic format: Quantity Model # osts Audit recommendation Heat Loan response Other as required HP corrects data extract and Resends to Lead Vendor Note: Lead Vendor or 3 rd Party QA/Q Vendor may perform a QA/Q inspection on in-process or completed installation work. done by the HP. All QA/Q issues identified will require remediation within a pre-determined time period. 5

6 Independent Installation ontractor (II) Process ustomer Enrollment (See note below) Audit is completed by Lead Vendor, and a job has been identified Has the customer identified that they would like to work with an II? A/ Page 6 Does the customer want to have a contractor assigned? LV will assign the contractor based on merit LV provides the scope of work to the contractor ontractor contacts customer and schedules the installation work Lead Vendor provides the list of contractors to the customer ontractor coordinates with customer Note: II may be required to track further information at discretion of Program Administrators. Natural gas heating customers are served by their participating gas utility. Non-heat gas customers are served by their electric provider. alls to Mass Save phone number are answered by the Lead Vendor call center for National Grid/ NSTAR /erkshire / WMEO/NE Gas customers. alls to Mass Save phone number are answered by their respective utility/program administrator call center for olumbia, Unitil, and ape Light ompact customers. 6

7 Independent Installation ontractor (II) Process cont. D E ontractor will contact Lead Vendor to let them know the day scheduled for the installation work ontractor proceeds with the job and submits completed Scope of Work and paperwork back to Lead Vendor Is information correct? Lead Vendor remits payment to II for completed work END II corrects Scope of Work and resends to Lead Vendor E Page 5 /A ustomer contacts II and together they coordinate the schedule of installation II calls Lead Vendor to inform schedule of installation *Lead Vendor or 3 rd Party QA/Q Vendor has the option of beginning in process QA/Q II proceeds with installation II contacts LV to claim rebate D Note: Lead Vendor or 3 rd party QA/Q Vendor may perform a QA/Q inspection on in-process or completed installation work done by the II. All QA/Q issues identified. will require remediation within a pre-determined time period. Payment may or may not occur before QA/Q is completed. III will work with Lead Vendor on any amendments to scope of work at any point within the process. At enrollment, customer may be tagged by contractor, customer may choose a contractor to work with or Lead Vendor assigns a contractor based on merit. 7

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