Evaluating Multi-Resource Audit Programs to Demonstrate Sustainability, Payback, and Customer Benefits: Incorporating Non-Energy Benefits (NEBs)

A survey of more than two dozen multi-resource audit programs around the nation indicated that these programs provide important benefits, both for participants and for the utility(ies) offering the program. These programs, offering combinations of electricity, gas, water, wastewater, waste, and recycling audit services, were very well accepted by both residential and non-residential participants. The survey of programs found participants appreciated that the audits provided integrated recommendations, and used the participant’s time efficiently. The utilities gained because they were able to share information, marketing / outreach efforts, and program costs. Joint programs have strong credibility with participants; program staff report that non-residential participants are more willing to let them in the door, and participants find utilities a trustworthy source of information on audits and measures. As a second phase, Seattle City Light’s Operations Resource Assessment Program (ORA) provided an excellent opportunity to conduct a detailed process and impact evaluation of a specific nonresidential multi- resource audit program. The evaluation included analysis of program documents, interviews with participants and non-participants, and installation data to assess the program’s effects, and to provide feedback to refine the program. As an added effort, the authors assessed benefits to the participants in the form of non-energy benefits, specifically productivity and a wide range of other benefits. The evaluation found excellent benefit-cost ratios for the program – on the basis of electricity savings alone and including the program’s broader benefits. Program design and delivery elements were effective; however, some program aspects warrant focus and improvement in the future.