TRADE ALLY ROUNDUP

Roundtables, news, trainings

Energy Trust held the final roundtable meetings for 2009, from November 17 through November 20. We are already planning ahead for 2010, and will develop a tentative meeting schedule that will be available online before the end of December.

Trade allies who attended the meetings indicated that we should continue to hold them quarterly, and that the 2.5 to 3 hour meeting length works well. They also indicated that the breakout sessions for more specific groups are helpful in most cases. Attendees also asked that we provide breakout/training sessions on:

• Evaluations and planning—Energy Trust's incentive decision-making process
• Energy Trust organizational background and structure
• State energy tax credits
• Selling customers on "green" technologies
• Results from 2009

These suggestions will be incorporated into upcoming sessions, starting in the first quarter of 2010.

There is a strong interest among Energy Trust's staff in attending these meetings on a rotating basis, and Margie Harris, Energy Trust's executive director, met with trade allies in Grants Pass on November 20. Harris provided insight into our focus on customer service in 2010, and gave a high-level overview of state policies and Energy Trust decisions that could impact trade allies.

Energy Trust's renewed focus on the overall customer experience is one change for the coming year. More resources will be devoted to improve service to our customers (including simplification of forms, more training of staff and call center representatives and faster turnaround on incentive processing). Trade allies will see more resources devoted to Trade Ally Network development, technical training, Energy Trust program training, distance learning opportunities, quality control and improved communications.

Energy Trust also plans to improve the quality of our Trade Ally Network by creating a preferred tier of trade ally contractors in the Home Energy Solutions program, and promoting them in marketing materials and on our website. The top tier of trade allies will have a consistently high-quality control standard, have completed program training, will offer enhanced assistance to customers in completing Energy Trust incentive applications and will provide a better overall customer experience as our front-line representatives in the field.

We held breakout sessions at the last roundtables to get input and discuss ideas with trade allies on how to enhance the Trade Ally Network for 2010 and beyond. We also held focus group sessions during the last week of November. More input is always welcome from trade allies, since the field experience is extremely valuable in better serving our customers.

If you would like to comment on enhancements to the Trade Ally Network, please contact , Trade Ally Network manager, at 503.445.7637.

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