Leveraging Technology and Innovation to Deliver Energy Efficiency in a Changing World

In Fall 2019, shifting industry and market conditions prompted the Tennessee Valley Authority (TVA) to research virtual home energy evaluations and inspections as a way to expand program delivery and service options for on-the-go customers. Six months later, TVA was one of the first utilities to innovate by using state-of-the-art augmented reality tools to deliver its program virtually in the wake of the COVID-19 pandemic.

Whether in person or virtually, TVA’s Residential Services Program (RSP) is focused on customer safety, quality, convenience, and control. TVA advisors evaluate 10 areas of the home, assign an efficiency score, educate customer on energy efficiency, and provide advice on prioritized recommended improvements. They deliver an efficiency report and follow up routinely over the next year to keep customers engaged in the program. Additionally, customers have access to TVA’s network of prequalified contractors, whose work can be inspected for free, with financing available to eligible homeowners in participating local power company service areas.

In this session, representatives from TVA’s RSP and their implementation partners will outline the market research insights, program design considerations, and delivery model that have led to RSP’s world-class 89 net promoter score rating.