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Utility Customers in Need - Connecting Customers with Financial Assistance during these challenging times

Eric Durdov's picture
Managing Director J.D. Power

Mr. Durdov has over 25 years of consulting experience in the electric, gas, and water utility industry working with leading utility clients, premier consulting firms (Accenture, PwC), and the top...

  • Member since 2020
  • 4 items added with 4,493 views
  • Jul 6, 2020

Consider this... Will it be easier for utilities to disconnect/reconnect customers for non-payment/payment or would it be better to help connect customers in need with funding/assistance? We think the latter! Expending effort on disconnects/reconnects can be costly not only from an operations perspective but also from a Customer Satisfaction perspective. As we make strides to return to our new normal, where can customers go for further assistance? The Low Income Home Energy Assistance Program (LIHEAP) offers support in all 50 states as well as U.S. territories. Learn more: Utility leaders that help their customers navigate this will be greatly appreciated for their efforts. 

Eric Durdov's picture
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Eric Van Orden's picture
Eric Van Orden on Jul 13, 2020

For better or worse, disconnect/reconnect is much easier with AMI smart meters. Of course, there are still customer and policy considerations with customers that increasingly need to stay safe and healthy at home. In some climate, using energy to cool is not just a comfort, it's a matter of physical and mental health. 

In addition to financial assistance, do you expect more pre-paid programs or mid-cycle high bill alerts to help customers manage usage before they get their bills? 

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