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Process Evaluation Research
- Administrative Research: Assessment of the administrative context for the program.
- Implementation Research: Analysis of the effectiveness of program recruitment, intake, service delivery, follow-up, and tracking.
- Customer Research: Analysis of satisfaction, motivation, retention of information, and behavioral changes.
- Nonenergy Benefits Research: Measurement of health and safety, economic, environmental, corporate positioning, and customer benefits.
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| Process Evaluation Activities |
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Data and Document Review
- Document Review: Review of program history, program goals, and program policy statements.
- Program Budget Review: Analysis of resources devoted to the project, including contract funding and staff time allocation.
- Program Statistics Review: Analysis of production and production rates by target groups, service delivery area, and other variables of interest.
- Quality Control Check: Assessment of the quality and reliability of program operations by direct observation or review of quality control inspection documents.
Interviews and Surveys
- Executive Interviews: Guided in-depth interviews with senior program managers regarding program goals, program resource requirements, program oversight, and metrics for success.
- Staff Interviews: Detailed interviews with program staff to document details of outreach, recruitment, eligibility, intake, scheduling, service delivery, information tracking, and follow-up.
- In-Depth Customer Interviews: Guided and open-ended interviews with program participants.
- Customer Surveys: Telephone, mail, or in-person interviews with customers who have received program services.
- Focus Groups: Group discussions with service delivery staff or customers who have received program services.
Observations and Inspections
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| Process Evaluation Outputs |
Program Documentation
- Documentation of goals, mandate, and funding for the program
- Documentation of program administration roles and responsibilities
- Documentation of program protocols
Procedures and Context Assessment
- Assessment of the feasibility of program protocols
- Assessment of the barriers to effective program operation
- Assessment of the barriers to program impact
- Assessment of the population served
Implementation Assessment
- Verification of actual program procedures
- Assessment of the effectiveness of each element of program operations in meeting the program objectives
- Assessment of program operations efficiency and quality
- Assessment of individual program experiences
Performance Measurement
- Development of performance measurement indicators
- Analysis and quantification of customer understanding, actions, and satisfaction
- Analysis of program achievements as compared to program goals
- Recommendations for program modification
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APPRISE Process Evaluations - Payment Programs
- New Jersey Universal Service Program
- Niagara Mohawk Low Income Customer Assistance Program
- NJ SHARES
- PECO CARES Program
- PECO Customer Assistance Program
- PECO MEAF Program
- PG Energy Partners Program
- Philadelphia Gas Works Customer Responsibility Program
- PPL Electric Utilities Universal Services Program
- T.W. Phillips Energy Help Fund Program
- Verizon Communications Lifeline Program
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APPRISE Process Evaluations - Usage Reduction Programs
- Ameren Low-Income Weatherization Program
- Colorado Energy Efficiency Program
- Colorado REACh Program
- ECA REACh Program
- Illinois REACh Program
- New Hampshire REACh Program
- New Jersey Comfort Partners Program
- Niagara Mohawk Low Income Customer Assistance Program
- Ohio Electric Partnership Program
- Ohio REACh Program
- PECO LIURP Program
- PPL Electric Utilities Winter Relief Assistance Program
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