Implementation Contractor Updates
To: NYSERDA Single Family Residential Program Partners
Regarding Programs: NYSERDA Single Family Residential Programs
Summary: Implementation Contractor Updates
Contact: resmarket@nyserda.ny.gov
At the end of 2023, the current Shared Services and Technical Services contracts supporting EmPower+ and Residential Energy Assessments will expire. Effective January 1, 2024, these program implementation services will be transitioned to TRC and CLEAResult to provide programmatic and customer support as outlined below. Moving forward, NYSERDA’s expectation is to streamline and align implementation support across all Single-Family Residential programs.
Over the next several weeks, staff will be working to make the necessary system and internal process updates. While we expect minimal interruptions and impacts to the services provided, we appreciate your support and understanding as the Implementation teams work through the changes.
If you have any questions, please email resmarket@nyserda.ny.gov.
Customer Engagement and Enrollment Contractor
TRC will assume the responsibility of customer support prior to, and through, the application enrollment process. Specifically, TRC will:
- Provide call-center support for customers to answer questions about program offerings and assist with customer enrollment
- Process customer applications for EmPower+
- Provide income verification services for program incentives
- Process low-income referral files and mailings or other outreach to referred customers
The customer application will continue to be in Salesforce and no changes to the application process is expected.
For questions on customer applications to EmPower+, TRC will be handling calls received through the 1- 866-NYSERDA number. For EmPower+ paper applications that will be mailed in, the updated address is:
TRC Companies
3 Corporate Drive, Suite 202
Clifton Park, NY 12065
The application address is being updated on the NYSERDA website and on the online and paper versions of the application and will be available prior to January 1, 2024.
Program Operations and Technical Support Contractor
CLEAResult has been named as the Program Operations and Technical Support Contractor responsible for customer support once an application has been approved as well as programmatic and technical support for contractors in the EmPower+ and Residential Energy Assessment programs. Specifically, their role will include the following:
- Contractor Assignment on Approved EmPower+ Applications
- Provide technical and programmatic support to contractors through trainings, in-field and remote assistance, responding to support tickets and managing a call center
- Provide customer support for in-progress work and post-completion inquiries or other issues
- Process manual workscope and final project reviews for EmPower+, including incentive invoice processing
- Process Residential Energy Assessment submissions, including incentive invoice processing
- Provide assistance maintaining program participation agreements, updating program processes and other resources
For project related questions following the approval of the audit application, please reach out to 1-800-284-9069, the current contractor support phone number. Workflow approval procedures and invoice submission processes will continue to be processed in the New York Home Energy Portal.
For Comfort Home, technical and operational support services will continue by the current TRC contract through 2024.
NYSERDA will be providing a more comprehensive overview of implementation roles as part of the January 5th Contractor Check-in.