Putting Your Best Foot Forward: A Model for Using Best Practices in Process Evaluations

This paper presents a framework for evaluating energy-efficiency program design and delivery according to established best practices based on a literature review of industry, government, and nonprofit resources. This framework offers a methodology to score various program processes based on: 1) conformity with best practices, as cited in the literature; and 2) performance when compared to similar activities by other utilities. The methodology moves beyond a simple metric comparison by providing an opportunity for in-depth assessments of how well energy-efficiency programs align with exemplary industry practices. By including a review of approaches used by other utilities, the framework also integrates a real world perspective, which is key to improving and informing program design and delivery. It has applications in areas such as goal setting, program administration, marketing and outreach, participant enrollment and rebate procedures, trade ally networks, data tracking, and verification. The model is based on a comparative review of six North American utility energy-efficiency portfolios and on an analysis of their alignment with 24 industry-wide best practices in demand-side management programs. The paper also discusses the limitations of the framework and, more broadly, strategies for effectively using best practices in process evaluations.