New York State’s EmPower+ program was able to reverse issues related to customer concerns and low quality assurance scores by proactively working with contractors.
Weatherization Assistance Program
November 1, 2023
minute read time
About the Project
New York State’s EmPower+ program was able to reverse issues related to customer concerns and low quality assurance scores by proactively working with contractors.
Challenge
The New York State Energy Research and Development Authority (NYSERDA) manages the State’s EmPower+ low-income residential weatherization program, which several Weatherization Assistance Program agencies participate in. They saw many local agencies experiencing high employee turnover, coupled with rapid growth in their use of subcontractors. This resulted in low quality assurance scores and increased client concerns and complaints.
Solution
NYSERDA worked to track and review contractor performance based on quality assurance inspections, and identified correlated common nonconformances. NYSERDA then proactively worked with contractors on those key issues to improve installs.
Positive Impact
As a result of these actions, NYSERDA saw the average contractor quality assurance scores increase and customer concern decrease. They continue to track key performance indicators and take action when downward trends are identified.
This story was developed using content submitted by NYSERDA—Standards and Quality Assurance.