“We need help providing access to the Solar Market Development Income Tax Credit and Sustainable Building Tax Credit programs .”

PROBLEM:

Communication breakdowns occur when customers and contractors face challenges due to complex program details, shifting laws, outdated and misinformation. Need a system for more accurate information and easier access.

Internal Process Issues: Staff overwhelmed by volume, unclear procedures, and ineffective handling of incomplete applications.

SOLUTION:

Communication: Establish a comprehensive Customer Journey webpage addressing FAQs for consumers and contractors. Integrate tutorial videos on the homepage and create a QR code for contractors to share.

METHOD:

Internal Processes - Phase 1: Reject incomplete applications immediately, redirecting to the Customer Journey webpage. Set up a dedicated email and phone line for inquiries, directing to the webpage with a recommendation of installing an outsourced call center.

Internal Processes - Phase 2: Support the program manager to finalize Standard Operating Procedures (SOPs). Implement infrastructure improvements, including a system update, to prevent false hopes for application submissions.

OUTCOME:

Current Approach: Focus on addressing high-level process points, timeline issues, cap limits, and required documents. Emphasize content creation for the Customer Journey webpage and clear video explanations.

Future Planning: Advocate for increased staffing, organizational restructuring, and pay adjustments. Explore private commercial services for hosting tax programs, relieving the internal IT team. Introduce a Contractor Certification Program (CCP) to enhance contractor communication and ethical practices.