Monitoring the impact of OSS

Monitoring the impact of OSS

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Content from the programme:

# 1: OSS monitoring: a first step for transparency (3 November 2025)

Luca Ghidini, Harley&Dikkinson (IT)

Harley Dikkinson has established a network of 160 one-stop shops (OSS) throughout Italy aimed at citizens and communities to promote building renovation. The OSSs offer personalised technical advice, easy access to products and services, administrative and bureaucratic support, coordination of works and dedicated financial instruments, thanks to partnerships with banks and credit institutions.The results achieved include greater transparency and reliability throughout the supply chain, continuous monitoring of the activities of affiliated OSSs through weekly KPIs, measurability of energy impacts and quality certification of results. The territorial network of companies, professionals and institutions created and monitored by Harley Dikkinson strengthens citizens' trust and guarantees quality and safety.

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Ina Karova, MultiHome project (BU)

MultiHome is a regional integrated home renovation service with highly qualified and experienced experts to support the homeowners across the entire renovation journey, thus accelerating the Renovation Wave. It provides a cooperation model between homeowners, renovation businesses and public authorities which will mobilize their collaboration and foster long-term customer-centered business models. Multihome IHRS define its services in a catalogue, and the monitoring of the access has been provided to take track of its effectiveness in end user engagement. In 2025, it recorded 79 consultations, with transition rates of up to 88% and recruitment at 27%, offering information, technical, QA, monitoring and financial services. 

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Nicholas Stancioff, Ekubirojs (LV)

Ekubirojs is a non-governmental organization that represents the interests of the owners in building energy renovation. To increase the trust from end-users, Ekubirojs published annual reports declaring their financial sources and measuring the activities' impacts. Nicholas highlighted the importance of long-term monitoring of OSS actions, which should last around 20-30years giving the opportunity to measure the quality of the works by measuring energy consumption and inhabitants satisfaction. He also explained the SUNSHINE platform.

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# 2: Measuring multiple benefits of Local OSSs (14 November 2025)

Raquel Diaz, GBC Spain (ES)

Raquel Diez Abarca’s presentation introduces a BUILD UPON project to monitor and capture the benefits of building renovation beyond energy efficiency. Its purpose is to support public sector leadership in decarbonizing Europe’s building stock by harmonizing data collection, integrating local information into national strategies, and measuring environmental, social, and economic impacts. The framework complements existing policies such as Long-Term Renovation Strategies (LTRS) and Sustainable Energy and Climate Action Plans (SECAPs). Multilevel renovation impact framework has been explained providing 13 indicators to monitor the impact of energy measures on building renovation. The role of OSSs could be crucial for monitoring local PA contributions in achieving EU objectives.

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Marina Varvesi, AISFOR (IT)

Marina Varvesi presented Informa Energia, a mobile One-Stop Shop launched in Rome to tackle energy poverty and promote sustainable practices. Operating across 15 Rome districts, it provides citizens with clear, impartial guidance on energy bills, contracts, renovation incentives, and renewable energy options. Services include personalized consultations and public “Energy Caffè” events to raise awareness. A strong communication campaign and user-friendly materials ensure accessibility for all, including those with low digital literacy. A robust monitoring system tracks service usage, satisfaction, and energy vulnerability, enabling continuous improvement and replicability.

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# 3: Requirements to set up a OSS supported by central or local governments (14 November 2025)

David Cis, De Energiacentrale Ghent (BE)

David Cis presented the organisational model of De Energiecentrale, Ghent’s One-Stop Shop (OSS) for energy renovation, highlighting governance, partnerships, and service design. The OSS operates under municipal and regional agreements, combining city services, welfare organizations, and freelance renovation coaches. Key elements include defining objectives, identifying barriers, and creating a service blueprint covering user needs, front-office and back-office processes, and CRM systems. Governance relies on collaboration agreements with clear indicators and reporting at city and Flemish levels. The model ensures integrated support for homeowners, promoting energy efficiency and long-term renovation strategies. Subsidies received by both PAs after annual and 6 monthly reporting related to specific KPIs and OSSs costs indicators.

David Cis added to his presentation the main results of Fosster project, where different business models - public, intercommunal, and public-private - have been compared for flexibility and stability. 

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Conclusions from the Learning Lab:

1. Transparent monitoring: it’s essential for stakeholder trust and for OSSs to better address their activities.
2. OSSs are crucial for monitoring the achievement of national and regional objectives, derived from EU targets.
3. OSSs can identify and engage vulnerable householders thanks to a face to face relationship.
4. OSS success depends on clear governance, stable funding, and flexible organizational models.
5. Indicators for reporting include service delivery, user engagement, and financial performance.

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Contact:

Paolo.morgante@enea.it

Patrizia.pistochini@enea.it

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