water utility outreach programs low-income rate assistance low income oversight board dave...
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Water Utility Outreach Programs
Low-Income Rate Assistance
Low Income Oversight Board
Dave Stephenson
California American Water
March 19, 2008
CPUC Data Request
• Issued February 14, 2008• Detailed description on customer outreach for
LIRA programs during past 12 months• Detailed LIRA outreach plans for next 12 months• Company contact information• Responses received by 2/28/08 from: Cal Am,
Cal Water, Golden State, Great Oaks, San Gabriel, San Jose, Valencia
• Suburban’s program approved on 2/26/08
California American Water
• “H2O Help to Others”
• Qualification Criteria– CAW bill must be in customer’s name– Customer can’t be claimed as dependent– Total annual income can’t exceed certain limits– Income based on number of persons in household;
includes all those living full-time in home– Document approval in PG&E’s CARE program– 30-day notification to CAW if party becomes ineligible
California American Water
• Approved Districts and Discounts– Monterey: monthly service charge waived– Felton: 50% discount on regular monthly service charge– Sacramento: $5.00/month– Larkfield: $8.50/month– Baldwin Hills: $6.50/month– Duarte: $6.50/month– San Marino: $6.50/month– Village: $8.50/month– Coronado: $6.50/month
California American Water
• 2007 Customer Outreach– March: H2O Help applications sent to Larkfield and
Sacramento customers
– June: H2O Help applications sent to Monterey, Felton, Larkfield and Sacramento (revised)
– Four-page application (English and Spanish)• About the program
• To qualify for H2O
• Customer information• Maximum household income• Declaration
– Low Income Web Site
California American Water
• 2008 Customer Outreach– March: Direct Mail H2O Help applications sent to L.A.
Division customers (Baldwin Hills, Duarte, San Marino)– October/November: Annual H2O Help applications will
be sent to all CPUC-approved districts– TBD: Possible customer data partnering with SDG&E
for enrollment of Coronado District customers– TBD: Low income applications available at Community
Events
• Contact Information: 24-Hour Service Center – 1.888.237.1333
California Water Service
• “Low-Income Rate Assistance Program” (LIRA)– $10 monthly discount or 50% discount on monthly
service charge (depending on district)– Discounts available to qualified non-profit group living
facilities, agricultural employee housing facilities and migrant farm worker housing centers
• Qualifications– Similar to California American Water, CARE– Similar income levels per household number
• Participation Rate To Date– 8.75% of residential customers
California Water Service• 2007 Customer Outreach
– January: Direct mail to all residential customers (1st notification)• District-specific flyers w/discount and web site information
• Application w/proof of participation in CARE program, as applicable
• All documents in English and Spanish
• Press releases and news articles in local newspapers
– December: Direct mail to all residential customers (2nd notification)• Same info as in January, plus list of local Customer Centers
• Letters to local community leaders
• Press releases and newspaper articles
• New income guidelines posted
• 2008 Customer Outreach (Planned for Mid-Year)– Direct mail to all residential customers– Ongoing LIRA information available on web site
• Contact Information: Local Customer Centers
Golden State Water
• California Alternate Rates for Water (CARW) Program– 15% discount off total monthly water bill (Regions II
and III)– Fixed dollar discount off total monthly water bill
(Region I); actual amount varies per customer service area, but approximates 15% discount
• Qualifications– Similar to CAW, CWS, CARE
Golden State Water• 2007 Customer Outreach
– June: Direct mail to all residential customers– CARW application w/income guidelines and informational
flyer
• 2008 Customer Outreach– Direct mail of CARW informational insert to all customers
on a quarterly basis– Promotion of CARW program at local community events– CARW program information posted on new web site
(summer 2008)
• Contact Information: CARW Hotline – 866.360.2279
Great Oaks Water
• Low-Income Customer Assistance Program• Bimonthly Bills Contain All Information
– Qualifications– How to apply– How long certification is valid– Master meters do not qualify
• All Customers Contacting Company Are Notified by Phone or In Person
• Contact Information– Great Oaks Water Customer Service Supervisor– 408.227.9540
San Gabriel Valley Water
• California Alternative Rates for Water (CARW)– Initiated program company-wide in August 2005– 50% discount off monthly service charge– Applies to L.A. and Fontana Divisions
• Qualifications– Similar to other utilities– 1-inch or smaller meters are eligible
• Participation Rates (thru 12/07)– Los Angeles Division: 13.8% of residential customers– Fontana Division: 17.8% of residential customers
San Gabriel Valley Water• 2007 Customer Outreach
– Notices of CARW Program posted in every Commercial Office lobby (English and Spanish)
– Commercial Clerks advise existing and new customers of CARW program and furnish them applications
– CARW application posted on web site for both LA and Fontana (English and Spanish)
– Company visits to senior and low-income community-based organizations
– Customer service reps and meter readers provide applications at service locations
– July: Bill inserts– Articles in local newspapers– Advertising on Community Billboard of local cable TV station in
Fontana
San Gabriel Valley Water
• 2008 Customer Outreach– All 2007 outreach activities continued in 2008– June: Second round of bill inserts
• Contact Information: Four Customer Centers– El Monte Office/626.448.6183– Whittier Office/562.699.1041– City of Industry Office/626.330.1628– Fontana Water Company/909.822.2201
San Jose Water
• Water Rate Assistance Program (WRAP)– 15% discount off total monthly water bill
• Qualifications– Same eligibility requirements as PG&E CARE
program– CARE participants automatically eligible
San Jose Water
• 2007 Customer Outreach– Q1: Posters and applications sent to more than 50
social service agencies/English, Spanish and Vietnamese versions
– May: WRAP advertisements in bi-lingual newspapers– May: 14 PSAs on local bi-lingual radio station– June: Program presentations to social service
agencies– Continuous: all new customers receive copies of
WRAP program in welcome packets– Company web site features “Customer Services
Overview” page, which includes WRAP details
San Jose Water
• 2008 Customer Outreach– Continuation of 2007 outreach activities– Coordination with PG&E between CARE participants
and WRAP participants– Advertising in Mobile Home Park Association newsletter– Foreign language advertisements– June: Bill inserts to all customers when income
qualifications are updated
• Contact Information: WRAP Desk – 408.279.7910
Valencia Water
• “Low-Income Rate Assistance Program” (LIRA)– 50% discount on monthly service charge– Program began in March 2007
• Qualifications– Same as those for CARE program– 1-inch or smaller meters are eligible
Valencia Water
• 2007 Customer Outreach– March: LIRA notice and application mailed to all customers;
included on bills– March: LIRA information displayed in company reception area– March: LIRA information added to Rates page of company web
site– March: FAQ page of web site revised to reflect LIRA availability;
link to download notice and application– April thru October: Participation in public events
• Emergency Response Expo (April)
• CLWA Water Awareness Event (May)
• Santa Clarita Valley River Rally (September)
• Santa Clarita Business Expo (October)
Valencia Water
• 2008 Customer Outreach– Ongoing activity from 2007– January: Added language on customer bills promoting
LIRA– February-March: Annual bill insert to all customers– April thru October: Participation in public events
• Emergency Response Expo (April)• CLWA Water Awareness Event (May)• Santa Clarita Valley River Rally (September)• Santa Clarita Business Expo (October)
• Contact Information: 661.294.0828