Co-funded by the Life programme, the REVERTER project aims to alleviate energy poverty by establishing One-Stop Shops (OSS) in four pilot countries: Latvia, Portugal, Greece, and Bulgaria. These OSS are designed to provide comprehensive support for building renovation, offering both physical and digital platforms to engage with end users. This case study focuses on the Digital OSS in Riga, Latvia, highlighting its design, implementation, and impact on local energy efficiency initiatives
Objectives of the digital OSS
The primary goal of the Digital OSS is to provide residents with information about the benefits of building renovation, access to financing, and the necessary documentation and processes involved. By leveraging digital platforms, the OSS aims to reach a broader audience, especially as internet usage becomes more prevalent. Such a digital resource provides access to information to various audiences any time without going out of their homes.
Design and implementation
The Digital OSS in Riga was meticulously designed to ensure an optimal user experience. The previous work done by Riga Energy Agency (project REVERTER consortium partner that is responsible for the operations of One-Stop-Shop in Riga among other tasks within the Latvia’s pilot) was taken into consideration as well as the goals, KPIs set by the project as well expected impact of the REVERTER project.
“Our main goal when designing the concept of the digital OSS and creating the content was to make it as simple as possible. People like to find information easily, and we wanted to ensure they wouldn’t have to struggle. To refine our approach, we also conducted a mini survey to understand the needs and requirements of potential end-users.”
Guna Valtere, Communication Manager at WIT Berry.
Content strategy
The content was structured to provide clear, concise, and relevant information to the end users. This included guides on building renovation benefits, financial resources, and step-by-step instructions for initiating renovation projects.
User interface and usability
The website’s design focused on ease of navigation, ensuring that users could quickly find the information they needed. This user-centric approach included intuitive menus, search functionalities, and accessible content formats with a clear call to action and the ability to easily apply for a consultation. The Riga Energy Agency ensures an online application calendar that is integrated into their agendas that ensures a quick and simple application process.
SEO strategy
A comprehensive SEO strategy was implemented to enhance the website’s visibility and accessibility. Keyword research was conducted to identify relevant terms that potential users might search for, and these keywords were strategically integrated into the website content. As a result, the OSS achieved high rankings for selected keywords (specific keywords to be added).
Impact and Results
Since its launch, the Digital OSS in Riga has seen significant engagement from the local community.
Key metrics include
A total of 327 consultations since the launch of the digital OSS in July of 2023, for an average of 25 consultations per month.
This is compared to an average of 21 consultations per month in the period before the digital OSS (the service has been provided by Riga since August of 2021), making for an increase in the amounts of consultations by 19%.
Website Traffic
The Digital OSS receives an average of 200 visits per month, reflecting substantial user interest and engagement in this niche area. Since the website’s launch and subsequent promotion, the number of visitors has steadily increased, reaching over 300 unique visitors in July 2024. To date, the website has been visited by more than 2,500 individuals, acknowledging that some may have visited multiple times. Nonetheless, providing information to 2,500 people solely through physical OSS locations would be impractical and would demand significant personnel resources.
Consultation Requests
The Riga Energy Agency has reported more than 300 requests for consultations regarding energy efficiency and building renovation through the Digital OSS. This represents a 19% increase compared to the period before the OSS was established. The consultations were mainly delivered to clients who had already looked through the information available on the digital platform, thus, they were more practical, in depth and more specific.
Operational efficiency
The increased digital engagement has facilitated the work of the Riga Energy Agency, allowing them to manage and respond to user inquiries more efficiently. The personnel of the OSS could provide tailored advice to the specific needs of the person without providing general information about energy efficiency and renovation. As a result, this service has become more advanced in terms of the information provided to the end-users. In addition, this type of approach helps not only facilitate the process but also make it faster which is a huge benefit.
Traffic sources
The traffic sources for the Digital OSS in Riga reveal a robust engagement strategy by the Riga Energy Agency. A significant 52% of visitors come directly to the website, showcasing the success of targeted campaigns aimed at end users in specific areas, as well as indicates a well-chosen and memorable handle for the OSS (i.e. renove.lv). This direct traffic indicates a strong recognition and trust in the OSS as a reliable resource. Google searches account for 24% of the traffic, reflecting the OSS’s visibility and effectiveness in providing solutions and information about renovation and energy efficiency to those actively seeking it. The remaining traffic is driven by social media communications and referrals from other websites, including media outlets, highlighting a comprehensive approach to outreach and information dissemination.
The establishment of the Digital OSS in Riga, Latvia, under the REVERTER project, demonstrates the effectiveness of digital platforms in promoting energy efficiency and alleviating energy poverty. By providing accessible, well-structured information and leveraging SEO strategies, the Digital OSS has significantly increased community engagement and streamlined the operations of the Riga Energy Agency. This case study underscores the potential of digital solutions in enhancing public awareness and participation in energy efficiency initiatives.
The Digital One-Stop-Shop was developed by WIT Berry REVERTER consortium partner. It is now operated by the Riga Energy Agency.
