E-learning & Training

Elevating Energy Education: PG&E and TransPerfect Propel ESA Program Training

E-learning & Training

367

students accommodated

Net Promoter Score (NPS) surged from 56.25 to 74.68 in Q4

Innovative automated speech program developed for authentic, industry-specific training

The Challenge

Revitalizing Underperforming Digital Learning Content

Addressing low engagement in existing ESA Program courses

Improving poor-quality translations, particularly for Spanish markets

Aligning content with compliance requirements and industry standards

Pacific Gas and Electric Company (PG&E) was at a critical juncture with its Energy Savings Assistance (ESA) Program training. The existing digital learning courses, developed by a previous vendor, were falling short on multiple fronts. Engagement levels were disappointingly low, and the quality of translations was subpar, especially for Spanish-speaking markets. This jeopardized the training’s effectiveness and put the success of the entire ESA Program at risk. PG&E needed to address these immediate concerns while elevating the overall learning experience to meet stringent compliance standards.

The Solution

TransPerfect's Multifaceted Learning Enhancement Strategy

Comprehensive content redesign focusing on engagement and interactivity

Collaboration with industry experts for accuracy and relevance

Implementation of innovative automated speech technology

TransPerfect Learning Solutions crafted an extensive strategy for PG&E that began with a thorough assessment by instructional design experts, identifying key areas for improvement. Our team implemented "quick win" enhancements, such as chunking information, creating interactive elements, and enhancing visuals to boost engagement. All content was aligned with the current California Installation Standards Manual to ensure consistency and compliance across all materials. To address the language quality issues, we went beyond simple translation and focused on culturally adapting the content to resonate with Spanish-speaking audiences. The collaboration with a subject matter expert confirmed that the content remained accurate and industry-relevant. Additionally, we developed a unique automated speech program that captured industry-specific terminology and acronyms, allowing for authentic training delivery without solely relying on human voice actors.

The Results

PG&E and TransPerfect Learning Solutions’s successful collaboration transformed the ESA Program training. The revamped courses saw a dramatic increase in both quantity and quality. The number of courses doubled from 8 to 16 and accommodated a total of 367 students. This expansion was matched by a significant leap in user satisfaction, as evidenced by the Net Promoter Score soaring from 56.25 to 74.68 in Q4. This far exceeded the initial target of 50%.

The innovative automated speech program developed by TransPerfect ensured that the training remained authentic and industry-specific, addressing the unique needs of PG&E's workforce. Furthermore, the streamlined content review process reduced client review time and ensured that all materials met the rigorous compliance requirements for 2023. This comprehensive overhaul of the ESA Program training addressed PG&E's immediate concerns while setting a new standard for engaging, compliant, and effective digital learning in the energy sector.