On July 31, Energy Trust of Oregon is launching a new online application status tool to provide residential customers with greater visibility into incentive applications for their  energy-saving projects. The resource allows residential customers and trade allies to quickly check an application’s progress once it is submitted without needing to contact Energy Trust’s customer support team, offering a convenient self-service option to stay informed and updated.

“We are hoping that customers get a better understanding of where their incentive application is in the process and when they might expect their incentive payment,” said Alanna Hoyman-Browe, digital transformation program manager at Energy Trust.

Energy Trust developed this new tool in response to direct feedback from individual customers, trade allies and community-based organizations, who shared that seeking information about the status of an incentive application can be time-consuming and frustrating. By offering a convenient self-service option for customers to check on their application from submission through incentive payment, this tool will help create a more transparent, customer-centered experience. Ultimately, this supports key priorities in Energy Trust’s 2025–2030 Strategic Plan by empowering customers with the information they need to make informed decisions and encouraging greater participation in Energy Trust programs.

How it works
After submitting an incentive application, customers will receive a confirmation email that includes an incentive tracking number and a link to the application status tool. Using this number and their email address, customers will be able to:

• View the current status of their application, such as received, in process or under review
• View messages from Energy Trust as their applications are processed, including requests for additional information or other project-specific updates

The tool will not replace existing methods for communicating about incentive applications, but will instead provide another level of visibility at customers’ fingertips. The tool is optimized for desktop and mobile devices, making it easy to check an application’s status wherever it’s most convenient. Customers will continue to have the option of contacting Energy Trust’s customer support team for assistance if needed.

The initial launch is focused on residential incentive applications as the first phase of the tool’s development. Energy Trust will continue gathering feedback from customers, trade allies and community partners to evaluate how the tool is being used and identify opportunities for future enhancements.