New Mexico: Work Quality Improvements September 13, 2012 NASCSP Conference (Atlanta) Michael Furze Green Initiative Manager New Mexico Mortgage Finance Authority

Opening Cliché Did you know that the Chinese use the same work for crisis and opportunity?

Opening Cliché? Did you know that the Chinese use the same work for crisis and opportunity? “Yes. Crisi-tunity!” ~Homer Simpson

In 2009, NM had two simultaneous “Crisitunities:” 4% natural gas savings from a utility company’s M & V report ARRA e…x…p…a…n…$…i…o…n

In response to the Crisi-tunity… We asked why did we only achieve 4% natural gas savings?

In response to the Crisi-tunity… MFA, for the first time, properly assessed the program’s capacity to save energy while “weatherizing” home. Then, MFA staff developed a suite of new systems and processes designed to provide us with enough information to manage incremental change in those areas.

Why only 4%? 4% savings: –Windows & doors are ECMs. –Air Sealing = caulking windows, jamb ups & door sweeps. –Insulation installed without establishing an effective air barrier.

Incremental Changes New Technical Standards (developed with subgrantee staff and external experts) NM Energy$mart Training Academy Full-time Unit inspector position established for the state’s 10% unit monitoring Online reporting system created, enabling MFA to track relevant data –Measures –Estimated & Actual Cost per measure & per home –Estimated energy Savings –Estimated dollars saved (new for PY )

Actual New School in Santa Fe

Standards Development in progress

The NM Energy$mart Gang

Incremental Changes Effective automated reports included the frequency of installed measures by agency and auditor & energy savings by agency and auditor. Desk monitoring 100% of completed units. Linking desk monitoring with unit inspection with training Linking trainer observations with unit inspection Sharing unit inspection monitoring results with subgrantee Executive Director and Training Academy staff Push QA & QC beyond the final inspector to the agency as a whole

Unit Inspector Flows Furze Agency Trainers Unit Inspector

Trainer Flows Furze Agency Unit Inspector Trainers

Technical+Online Monitoring Flows Agency Trainers Unit Inspector Furze

Flow of Flows Agency Furze Unit Inspector Trainers

Progress Origin GOAL

Service Provider QA/QC Described discreet processes (in a matrix) Subgrantees develop & articulate their workflows Monitor the process

What are the Processes? Contract Management Human Resources Outreach to Potential Clients Intake of Applicant Information Approval Process Unit Selection Assessment Work Order Installation Final Inspection Invoice-Fiscal Invoice-Units Customer Satisfaction

Initial Outcomes Client Booklets result decrease auditor paper cuts and lost paperwork (CNMH) Agencies can refine their processes (RMYC)

Rocky Mountain Youth Corp.

Thank you. Michael Furze Green Initiative Manager NM Mortgage Finance Authority