The New Frontier: Integrating Program Delivery and Information Technology

Al Bartsch and Kathryn Parlin, West Hill Energy and Computing, Inc.

Keywords

Abstract

Enhancements in computer technology have increased the potential for developing proactive and dynamic approaches to DSM program delivery and tracking. While use of the Internet is becoming more commonplace, few program managers are using the full power of available technologies to integrate computerized systems with program delivery. With current technologies, program managers and implementers can assist in designing an
information system based on the customer relationship management model and other strategies to provide the tools needed by program staff. Such a system will streamline program procedures, improve services to customers and trade allies, and reduce paper flow and program operating costs. These strategies can be applied effectively to market transformation, customer service and resource acquisition programs. Although initial costs will be higher, operating costs will decrease and benefits will accrue to customers, staff, and trade allies alike.

This paper will discuss some of the most promising strategies and their application to program implementation from marketing through data analysis, screening, and reporting. Topics include 1) using the information system as a proactive tool for program implementation, management and evaluation 2) collecting and utilizing data from external sources as a program resource 3) deployment considerations 4) and a discussion of pros and cons. Real life examples are used to illustrate these strategies, as appropriate.