The Ministry of Energy and Climate Solutions needed to bring their Energy Savings Program in-house for greater control and improved citizen experience. They needed to transition from a vendor-controlled system to a government-owned solution that ensured: digital infrastructure sustainability, service continuity, cost management, adherence to government standards, and better connecting their portfolio services through a design system.
The CleanBC Energy Savings Program, originally launched in 2024 and funded by the province, provides enhanced rebates to qualified BC residents making energy-efficient home upgrades—a critical initiative in the province’s climate action strategy. Previously administered through a third-party vendor using proprietary digital tools, the Ministry wanted more control over the service experience, design, and content. They needed a partner who could bridge technical requirements with exceptional user experience design while navigating the complexities of government digital transformation.
Building on our successful collaboration on the BC Home Energy Planner, the Ministry engaged OXD to provide service design and user experience / user interface design expertise for this important service transition.
Our multidisciplinary team of service designers, UX specialists, and visual designers approached this project with both innovation and pragmatism:
Strategic service design: What initially appeared to be a straightforward adaptation of the Building Permit Hub (as part of our BC Home Energy Planner work) revealed deeper complexities in the user journey. Through careful analysis and stakeholder engagement, our team identified critical differences between permit applications and rebate programs—ensuring the solution truly meets user needs rather than simply replicating existing patterns.
User-centred decision making: Our team conducted user research in collaboration with the CleanBC Digital Experience (DX) team with real users of the application system. By bringing citizen voices into the conversation, we established clear direction that balanced policy objectives with user needs.
Process optimization: Our advisors implemented structured collaboration frameworks that clarified roles, streamlined decision-making, and accelerated delivery timelines.
The result will be a comprehensive digital solution with three interconnected journeys:
- Participant journey: A streamlined process for homeowners to check eligibility, apply for rebates, and track applications—all integrated with BC Services Card for secure authentication.
- Administrative journey: Efficient backend systems for government staff to process applications, manage program data, and generate insights for continuous improvement.
- Contractor journey: In a future release, there will be purpose-built tools for the professionals who install energy-efficient upgrades, enabling them to better serve program participants.
The redesigned Energy Savings Program will deliver transformative outcomes for both BC residents and the Ministry team:
For BC citizens:
- Streamlined eligibility verification process
- Intuitive interface eliminates common application errors
- Integration with BC Services Card provides secure access while maintaining privacy
- Clear status tracking keeps applicants informed throughout the process, Mobile-responsive design ensures accessibility for all British Columbians, regardless of device
For the Ministry team:
- Complete control over content updates allows for rapid program adjustments without vendor dependencies
- Consistent government branding clarifies that rebates come from the province, strengthening public awareness
- Seamless integration with other Ministry energy efficiency initiatives creates a cohesive citizen experience
By bringing this critical service in-house, the Ministry will gain operational efficiency and strategic flexibility while delivering an improved experience for BC residents.
Read more about the benefits of the CleanBC Energy Savings Program on the BC Government website.
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