Case Studies

CAP Agency Builds Muscles to Deliver More Energy Assistance

Innovation Process Design coaches a community action team to find opportunities to do more for their community while better meeting government program requirements.

Situation

A community action agency (CAP) was working hard to address all the energy assistance requests from their community while tracking with funder regulations. The agency’s energy assistance department was draining funds from the rest of the agency rather than being self-sustaining as it was supposed to be. To compound these challenges, the team was going into energy assistance season down two staff. How was this team going to meet its community’s energy assistance needs with fewer staff, yet still perform well in the government’s regulatory audit?

Solution

The director of energy assistance met with IPD’s Lee Kuntz to share the team’s goals and challenges. Lee then recommended IPD’s four-hour Think Differently Concepts™ skill building workshop to help employees identify, accept, and solve the problems that were hampering their operations.

Lee provided the workshop to the fourteen-person energy assistance team. Through this training, the staff began to understand that operations pain points were caused by their poor process, not people. With this new understanding, the staff engaged, using their workshop time to identify the process steps that were essential and effective, and those that were not. Then staff members generated numerous ideas on how to improve their energy assistance operations. After IPD handed off the project to the energy assistance director, who led the team in aggregating the ideas, developing a plan to act on them, and implementing the plan over the next several weeks. IPD delivered what it promised on budget and on time.

Results

As a result of IPD’s workshop and the team’s hard work, the agency was able to hit its regulator’s turnaround time deadlines with fewer staff and at lower cost during the next energy assistance season. The team also received fewer regulatory audit comments. Now, the team continues to improve how it delivers energy assistance services to its community.

These success stories demonstrate how Innovation Process Design's proven approach cures operational pain and creates measurable improvement for organizations that rely on a smooth delivery of services.

Contact Lee today to discuss your challenge.