national grid liheap outreach naeda kate granger, manager, consumer advocacy and low income june 21,...
TRANSCRIPT
National Grid LIHEAP Outreach
NAEDA
Kate Granger, Manager, Consumer Advocacy and Low Income June 21, 2015
About National Grid
National Grid - an electricity and natural gas delivery company that connects nearly 7 million customers to vital energy sources through its networks in New York, Massachusetts and Rhode Island.
It is the largest distributor of natural gas in the Northeast. National Grid also operates the systems that deliver gas and electricity across Great Britain.
Approximately 500K Customers on Low Income Programs
Consumer Advocates
Low Income Programs
Proactive Outreach & Education
Storm Restoration Efforts
Community Partnerships
Consumer Advocacy Components
New York - Upstate New York - Downstate Long Island
Disconnect Notice Insert
Inserted with notice throughout HEAP Season
Outbound Calling Campaigns
November
All HEAP Eligible Customers
Emergency HEAP Calls – February
Second Emergency HEAP Calls - March
Interactive Voice Response (IVR)
Contact Center On hold message highlighting HEAP
LIHEAP Winter Ad
November
Financial Assistance Brochure
NYC Residential Customers
November Bill Insert
Outbound Calling Campaign
November
All HEAP Eligible Customers
Interactive Voice Response (IVR)
Contact Center On hold message highlighting HEAP
LIHEAP Winter Ad
November
Financial Assistance Brochure
Final Notice Insert through HEAP Season
Outbound Calling Campaign
November
All HEAP Eligible Customers
Interactive Voice Response (IVR)
Contact Center On hold message highlighting HEAP
LIHEAP Winter Ad
November
National Grid HEAP Outreach
Print Ad Example
• Ads Vary State to State
• Language Difference
• Fuel Assistance, LIHEAP, HEAP
• Crisis, Emergency
• Timing Difference
Print Ads
Newspaper Market Newspaper MarketAbington Mariner Abington Holbrook Sun Holbrook
Allston Brighton Tab Allston, Brighton Kingston Carriage Towne News Kingston
Andover Townsman Andover Let's Go New Hampshire Derry
Back Bay Sun/ Beacon Hill Times Back Bay Beacon Hill Lexington Minuteman Lexington
Bay State Banner Tab Bay State Lincoln Journal Lincoln
Bedford Minuteman Bedford Littleton Independent Littleton
Belmont Citizen Herald Belmont Lowell Sun Lowell
Billerica Minuteman Billerica Lynn Daily Item Lynn
Braintree Forum Braintree Lynn Journal Lynn
Brookline Tab Brookline Malden Evening News Makden
Burlington Union Burlington Manchester Union Leader Manchester
Cape Cod Times Hyannisport Medford Transcript Medford
Cape Codder Tab Cape Cod Needham Times Needham
Carver Reporter Canton Newton Tab Newton
Charlestown Patriot Bridge Charlestown North Andover Eagle Tribune North Andover
Chelsea Record Chelsea Norwood Transcript Bulletin Norwood
Cohasset Cohasset Quincy Patriot Ledger Quincy
Concord Journal Concord Reading Advocate Reading
Danvers Herald Danvers Roslindale Transcript West Roxbury Roslindale
Dedham Transcript Dedham Salem Gazette Beverly
Derry News Derry Sandwich Broadside Sandwich
Dorchester Reporter Dorchester Somerville Journal Somerville
Dover-Sherborne Press Dover Stoneham Independent Stoneham
Duxbury Reporter Duxbury Sudbury Town Crier Sudbury
East Boston Times -Free Press East Boston Wakefield Observer Wakefield
El Mundo Boston Tab East Boston Waltham News Tribune Waltham
Essex County Newspapers Essex Wareham Courier Wareham
Everett Independent Everett Watertown Tab & Press Watertown
Falmouth Bulletin Falmouth Wayland Weston Town Crier Combo Wayland Weston
Framingham Tab Framingham Wellesley Townsman Wellesley
Halifax Plymton Halifax Weymouth News Weymouth
Hanover Mariner Hanover Winchester Star Wichester
Harwich Oracle Harwich Winthrop Sun Transcript Winthrop
Haverhill Gazette Haverhill Woburn Advocate Woburn
Hingham Journal Hingham Yarmouth Port Register Yarmouth
Newspaper Space Buyers
Massachusetts
Print Ads
Newspaper MarketAlbany Times Union Albany
Adirondack Southern Group Elizabethtown
Amsterdam Recorder Amsterdam
Daily Mail Hudson
Glens Falls Post Star Glens Falls
Gloversville Leader-Herald Gloversville
Schenectady Gazette Schenectady
Oneida Daily Dispatch Oneida
Oswego Palladium Times Oswego
The Record Troy
The Saratogian Saratoga Springs
Clinton Courier Clinton
Herkimer Evening Telegram Herkimer
Utica Observer Dispatch Utica
Masssena Courier-Observer Massena
Syracuse Post Standard Syracuse
Watertown Daily Times Watertown
Upstate New YorkNewspaper Space Buyers Newspaper Market
El Diario La Prensa Brooklyn
Brooklyn Our Time Press Brooklyn
Caribbean life Brooklyn
Queens Chronicle Queens
Queens Ledger Queens
Queens Tribune Tab Queens
Staten Island Advance Queens
Far Rockaway Wave Far Rockaway
Downstate New YorkNewspaper Space Buyers
Newspaper MarketLa Tribuna Hispana Long Island
Long Island Press Tab Long Island
Neighbor Newspapers Combo Long Island
Anton Community Newspapers Anton
Beacon Newspapers Combo Beacon
Herald Community Newspapers Garden City
Wantaugh-Seaford Citizen Merrick
Amityville Record Amityville
Long Island Advance Patchouge
Press News Group South Hampton
Sag Harbor Express Sag Harbor
Suffolk County News Sayville
Times Review News Group Riverhead
Long IslandNewspaper Space Buyers
Outbound Calling Campaigns
Proactive Outbound Calls
• Licensed national data warehouse
• Query income based on LIHEAP eligibility each year
New York Total Share NG Cust Alloc.
$366.6M 21.18%
$350M 20.01%
$375.5M 19.35%
$533.9M 18.12%
$524M 17.06%
$537.6M 15.97%
Bill Inserts
Bill Inserts
Bill Inserts
Customer Assistance EXPO
Newest Initiative – Life Can be Hard but finding assistance shouldn’t be
Purpose to provide a our low income customers a way to connect with the resources they need, all under one roof in one day
Expos offer opportunities:
• To work one-on-one with customers and agencies in their neighborhoods
• To work as a community team – maximizing resources
• More importantly they provide hope to customers who feel like there is no place to turn
Customer Assistance EXPOOpportunities
Customer Assistance EXPO
Customers are beyond grateful:
“I signed up for HEAP & Food Stamps – this made it so easy”
“I didn't know National Grid had such nice people to talk to”
“You guys are truly angels for wanting to help people”
“Thank you so much for all the help”
“I had lost hope, but thanks to being here, my hope is renewed, and I now have a fighting chance of getting out of our mess”
QUESTIONS?