Client Story

The Indiana Housing and Community Development Authority (IHCDA) is a government agency that administers over 30 programs, including energy assistance, support for first-time homebuyers, development of new housing, rehabilitation of existing housing stock, and matched savings opportunities. IHCDA’s vision is an Indiana with a sustainable quality of life for all Hoosiers in the community of their choice.

Over 122,000 Hoosiers received assistance for their energy bills in 2023, a 25% increase since 2021. IHCDA oversees the Energy Assistance Program (EAP) that helps pay for heat and electric bills through the federally-funded Low Income Home Energy Assistance Program. The program provides a one-time annual benefit that can assist Hoosiers with the high cost of home energy. IHCDA partners with Local Service Providers (LSPs) across Indiana to help individuals complete the EAP application. Indiana households with 60% of the state median income or less may qualify for these benefits.

IHCDA wanted to identify technological improvements and future upgrades for the EAP data system. The data system assists in managing EAP between IHCDA, the LSPs, and energy utility vendors. The centralized data management system provides real-time data integration, process-oriented intake, eligibility and benefits calculation, fraud prevention, and compliance reporting. With so many organizations using the system, it was important to make sure any technology upgrades work for everyone.

IHCDA wanted a better understanding of how the various organizations used the data system and how it should be updated. IHCDA needed to understand users’ experiences, and what other innovations, challenges, and opportunities there were to improve the system.

IHCDA partnered with TCG to gather feedback and information to inform future design upgrades to technology for EAPs data systems. Through this process, TCG:

• Conducted 22 interviews, two focus groups, and two surveys, collecting feedback from IHCDA’s EAP and operations and accounting staff, LSP managers and intake staff, and energy utility vendors. 
• Facilitated IHCDA staff meetings to process what was working and what was not working, implications for anticipated changes, and recommendations. 
• Conducted interviews with other states and national organizations to identify best practices, and potential data systems to explore. 
• Researched data systems and crosswalked their various features.
• Created a summary report on recommendations for improvements to the data system.