Design cost-effective, peoplecentered engagement programs

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1 Design cost-effective, peoplecentered engagement programs Relationships are and always will be at the heart of engagement. Milepost helps you understand and strengthen crucial relationships within your team and with customers through insight-driven research and an iterative design process informed by stakeholder feedback. The result is a tailored program with increased participation, loyalty and satisfaction. We utilize proven techniques to develop custom solutions rather than bringing pre-packaged answers to the table. We don t shy away from the hard questions as we seek the best way to connect with your target audience and your team. ASSESS PLAN DESIGN IMPLEMENT Market Research Focus Groups & Surveys Customer Touchpoint Mapping Stakeholder Engagement Team Visioning Workshops Facilitated Brainstorming Process Mapping Strategic Planning Innovation Labs Messaging & Storytelling Branding & Graphic Design Strategic Communications Progress Reporting Facilitated Review & Refinement Vendor Management Leadership Coaching

2 PROJECT EXAMPLES We invite you to review a few of our favorite projects to get a sense of the work we do and the outcomes we achieve. us for more project examples or to set up a consultation. info@milepostconsulting.com

3 escore : designing for success and savings TVA wanted to redesign their popular, yet costly in-home energy efficiency retrofit offer. Demand was high, and they needed to support more customers to implement more measures with the same budget. They were interested in deepening the relationship with homeowners, adding a customized scorecard and reducing costs through simplified systems, processes and contractor delivery. Milepost first conducted a feasibility study to determine the value of a customized scorecard, which included a comparison of existing scorecards and best practices. We then worked with TVA stakeholders and the implementation team to identify bright spots and pain points in the existing offer. Applying behavior change and communications expertise, Milepost designed a personalized scorecard, and partnered with experts in consumer product development and program administration to design escore, a market-tested retrofit program. escore is a contractor-driven, customer-centric, scorecard-based energy efficiency offer that makes it simple and affordable for customers to implement upgrades over time to achieve their home s best energy performance. Over 20,000 homeowners participated in escore in its first year with a measure implementation rate of 84% and customer satisfaction ratings above 98%. escore enabled TVA to achieve a 45% increase in energy savings for the same cost as the previous program. Ask Julie Hayes julie@milepostconsulting.com

4 Driving energy efficiency through office behavior change The Garrison Institute and project funders, the Bullitt and Boeing Foundations, were interested in demonstrating the energy savings impact of specific tenant behavior change initiatives in commercial office buildings. Milepost worked with Social Scientist Dr. Karen Ehrhardt-Martinez to develop a new approach to measure tenant behavior. This approach informed the engagement strategies employed to encourage office workers to reduce energy consumption through simple behaviors, such as powering down electrical equipment, changing thermostat settings and turning off lights. Utilizing a combination of observational research, interviews, surveys and focus groups, we established an accurate picture of employee energy use behaviors and patterns, which informed the activities included in an internal office competition and recommended changes to equipment and technology policies. The pilot created a replicable process and protocol to audit tenant behavior in an office setting, which enabled the client to see savings attributable to a behavior intervention. As a result of the intervention, tenants showed an average monthly savings of 16% over baseline for a full year, indicating lasting savings and change. Ask John Silkey, MSc john@milepostconsulting.com

5 Taking campus energy management to the next level TVA sought an energy efficiency program that would cultivate long-term partnerships with universities across their seven state service territory and result in organizational shifts toward persistent energy savings. The program needed to institutionalize energy and resource management as a strategic priority on campuses while shaping the next generation workforce. Using the University of Tennessee Knoxville as a pilot site, we combined a top-down methodology, leveraging organizational and behavior change best practices, with a bottom-up focus on building energy performance. This allowed TVA to navigate the complexity of a campus environment and identify key opportunities and challenges for Strategic Energy Management (SEM). Our holistic approach guided the campus through an organization-wide planning process that resulted in a 10-year SEM Roadmap. This effort included conducting building operator training sessions, developing tools, templates, best practices briefs and case studies from other universities, and organizing a cost-share financial incentive system. The program engages a diverse set of stakeholders to identify opportunities for greater savings and persistence. By training engineers, influencing curriculum, modifying job descriptions and employee onboarding, and developing financing vehicles, this program creates an enduring focus on SEM with measurable results beyond a single building. Ask Ric Cochrane, MBA ric@milepostconsulting.com