New Mexico: Work Quality Improvements

September 13, 2012 NASCSP Conference (Atlanta)

Michael FurzeGreen 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 theCrisi-tunity…

• We asked why did we only achieve 4% natural gas savings?

In response to theCrisi-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 2012-2013)

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 Agency Agency Agency

TrainersUnit Inspector

Trainer Flows

Furze

Agency Agency Agency Agency

Unit InspectorTrainers

Technical+Online Monitoring Flows

Agency Agency Agency Agency

TrainersUnit Inspector

Furze

Flow of Flows

Agency Agency Agency Agency

Furze

Unit InspectorTrainers

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 FurzeGreen Initiative Manager

NM Mortgage Finance Authority505.767.2256

mfurze@housingnm.org