BOARD AND COMMISSION TRANSITION TASKFORCE WEDNESDAY, APRIL 2, 2014 1 BOARD AND COMMISSION TRANSITION TASKFORCE REGULAR MEETING MINUTES Wednesday, April 2, 2014 The Board and Commission Transition Taskforce convened in a regular meeting on Wednesday, April 2, 2014 at 301 W. Second Street, Room 1029. Chair Victor Martinez called the Taskforce Meeting to order at 4:03 p.m. Taskforce Members in Attendance: Dave Anderson Scott Daigle Babette Ellis Dale Gray Norman Kieke Peggy Maceo Victor Martinez (Chair) Angela-Jo Touza-Medina (Vice Chair) Mary Gay Maxwell Gabriel Rojas Dave Sullivan Olga Wise Staff in Attendance: Jannette Goodall, City Clerk, Myrna Rios, Assistant City Clerk, Mary Lamoreaux, B&C Coordinator 1. CITIZEN COMMUNICATION: GENERAL Jaccqui S. Schraad 2. APPROVAL OF MINUTES The minutes of the March 31, 2014 Boards and Commissions Transition Taskforce meeting were approved on member Norman Kieke’s motion, member Dave Sullivan’s second on an 8-2 vote, Members Peggy Maceo and Angela-Jo Touza-Medina abstained. Member’s Gabriel Rojas and Mary Gay Maxwell were off the dais and members Jeff Jack, Bernie Bernfeld, and Lori Cervenak-Renteria absent. 3. STAFF UPDATES AND POSSIBLE DISCUSSION Staff did not have updates. 4. DISCUSSION AND POSSIBLE ACTION ON TRANSITION PLAN a. Boards and Commissions work group presentation b. Transition workgroup presentation c. ZAP/PC workgroup presentation d. Discuss format of mid-term report to City Council and select presenters. The Boards and Commissions work group discussed the recommendations and survey results regarding mergers. The Transition workgroup discussed recommendations for Board BOARD AND COMMISSION TRANSITION TASKFORCE WEDNESDAY, APRIL 2, 2014 2 memberships; the Planning and Development Review work group presented integration, separation of each Board and Commission. The mid-term report was discussed. 5. FUTURE MEETING DATES No items were discussed. 6. FUTURE AGENDA ITEMS Members requested a Diversity workgroup discussion item on the April 9, 2014 agenda. ADJOURN Chair Victor Martinez adjourned the meeting at 5:30 p.m. without objection.
BOARDS AND COMMISSIONS TRANSITION TASKFORCE WEDNESDAY, APRIL 2, 2014 4:00 PM 301 W. SECOND STREET CITY HALL ROOM 1029 AUSTIN, TEXAS CURRENT BOARD MEMBERS: Dave Anderson Bernie Bernfeld Scott Daigle Babette Ellis Dale Gray Jeff Jack Norman Kieke Peggy Maceo Victor Martinez (Chair) Angela-Jo Touza-Medina (Vice Chair) Mary Gay Maxwell Lori Cervenak-Renteria Gabriel Rojas Dave Sullivan Olga Wise AGENDA CALL TO ORDER 1. CITIZEN COMMUNICATION: GENERAL The first 10 speakers signed up prior to the meeting being called to order will each be allowed a three-minute allotment to address their concerns regarding items not posted on the agenda. 2. APPROVAL OF MINUTES Approve the minutes of the Boards and Commissions Transition Taskforce meeting of March 31, 2014 3. STAFF UPDATES AND POSSIBLE DISCUSSION 4. DISCUSSION AND POSSIBLE ACTION ON 10-1 TRANSITION PLAN FROM WORK GROUPS a. Boards and Commissions work group presentation b. Transition workgroup presentation c. ZAP/PC workgroup presentation d. Discuss format of mid-term report to City Council e. Imagine Austin presentation discussion f. Intergovernmental groups 5. FUTURE MEETING DATES 6. FUTURE AGENDA ITEMS ADJOURNMENT The City of Austin is committed to compliance with the American with Disabilities Act. Reasonable modifications and equal access to communications will be provided upon request. Meeting locations are planned with wheelchair access. If requiring Sign Language Interpreters or alternative formats, please give notice at least 4 days before the meeting date. Please call Myrna Rios or Mary Lamoreaux at the Office of the City Clerk, at 512-974-2210 for additional information; TTY users route through Relay Texas at 711 For more information on the Boards and Commission Transition Taskforce, please contact Myrna Rios or Mary Lamoreaux at the Office of the City Clerk, at 512-974-2210.
BOARD AND COMMISSION TRANSITION TASKFORCE WEDNESDAY, APRIL 2, 2014 1 BOARD AND COMMISSION TRANSITION TASKFORCE REGULAR MEETING MINUTES Wednesday, April 2, 2014 The Board and Commission Transition Taskforce convened in a regular meeting on Wednesday, April 2, 2014 at 301 W. Second Street, Room 1029. Chair Victor Martinez called the Taskforce Meeting to order at 4:03 p.m. Taskforce Members in Attendance: Dave Anderson Scott Daigle Babette Ellis Dale Gray Norman Kieke Peggy Maceo Victor Martinez (Chair) Angela-Jo Touza-Medina (Vice Chair) Mary Gay Maxwell Gabriel Rojas Dave Sullivan Olga Wise Staff in Attendance: Jannette Goodall, City Clerk, Myrna Rios, Assistant City Clerk, Mary Lamoreaux, B&C Coordinator 1. CITIZEN COMMUNICATION: GENERAL Jaccqui S. Schraad 2. APPROVAL OF MINUTES The minutes of the March 31, 2014 Boards and Commissions Transition Taskforce meeting were approved on member Norman Kieke’s motion, member Dave Sullivan’s second on an 8-2 vote, Members Peggy Maceo and Angela-Jo Touza-Medina abstained. Member’s Gabriel Rojas and Mary Gay Maxwell were off the dais and members Jeff Jack, Bernie Bernfeld, and Lori Cervenak-Renteria absent. 3. STAFF UPDATES AND POSSIBLE DISCUSSION Staff did not have updates. 4. DISCUSSION AND POSSIBLE ACTION ON TRANSITION PLAN a. Boards and Commissions work group presentation b. Transition workgroup presentation c. ZAP/PC workgroup presentation d. Discuss format of mid-term report to City Council and select presenters. The Boards and Commissions work group discussed the recommendations and survey results regarding mergers. The Transition workgroup discussed recommendations for Board BOARD AND COMMISSION TRANSITION TASKFORCE WEDNESDAY, APRIL 2, 2014 2 memberships; the Planning and Development Review work group presented integration, separation of each Board and Commission. The mid-term report was discussed. 5. FUTURE MEETING DATES No items were discussed. 6. FUTURE AGENDA ITEMS Members requested a Diversity workgroup discussion item on the April 9, 2014 agenda. ADJOURN Chair Victor Martinez adjourned the meeting at 5:30 p.m. without objection.
BOARD AND COMMISSION TRANSITION TASKFORCE MONDAY, MARCH 31, 2014 1 BOARD AND COMMISSION TRANSITION TASKFORCE REGULAR MEETING MINUTES Monday, March 31, 2014 The Board and Commission Transition Taskforce convened in a regular meeting on Monday, March 31, 2014 at 301 W. Second Street, Room 1029. Chair Victor Martinez called the Taskforce Meeting to order at 4:08 p.m. Taskforce Members in Attendance: Bernie Bernfeld Scott Daigle Babette Ellis Dale Gray Norman Kieke Victor Martinez (Chair) Mary Gay Maxwell Lorie Cervenak-Renteria Gabriel Rojas Dave Sullivan Olga Wise Staff in Attendance: Jannette Goodall, City Clerk, Myrna Rios, Assistant City Clerk, Mary Lamoreaux, B&C Coordinator 1. CITIZEN COMMUNICATION: GENERAL There were no citizens signed up to speak. 2. APPROVAL OF MINUTES The minutes of the March 26, 2014 Boards and Commissions Transition Taskforce meeting were approved on member Olga Wise’s motion, member Dave Sullivan’s second on an 8-1 vote, Member Scott Daigle abstained. Member’s Bernie Bernfeld and Mary Gay Maxwell were off the dais and members Dave Anderson, Jeff Jack, Peggy Maceo, and Angela-Jo Touza-Medina absent. 3. STAFF UPDATES AND POSSIBLE DISCUSSION Staff did not have updates. 4. DISCUSSION AND POSSIBLE ACTION ON TRANSITION PLAN a. Boards and Commissions work group presentation b. Transition workgroup presentation c. ZAP/PC workgroup presentation d. Discuss format of mid-term report to City Council and select presenters. The Boards and Commissions work group discussed the handout on 2-1 recommendations and survey results regarding mergers. The Transition workgroup discussed recommendations for BOARD AND COMMISSION TRANSITION TASKFORCE MONDAY, MARCH 31, 2014 2 Board memberships; the Planning and Development Review work group presented integration, separation of each Board and Commission. The mid-term report was not discussed. 5. FUTURE MEETING DATES No items were discussed. 6. FUTURE AGENDA ITEMS Members nominated Lori Cervenak-Renteria to research and provide definitions to the following and present at the April 9, 2014 meeting. Taskforce Commission Committee Board ADJOURN Chair Victor Martinez adjourned the meeting at 5:50 p.m. without objection.
Austin Energy Low Income Consumer Advocates-Payment Arrangement Design Policy Worksheet DRAFTTarget PopulationEligibilityLength of TermNumber of PA's AllowedDown Payment$ Amount ThresholdDeposit on PAPA DisqualificationCurrent AE Program ExistsAll ResidentialAll ResidentialUp to 8 months (CSR)Up to 12 months (Supervisors)Up to 36 months (Customer Assistance Team)Unlimited-as long as the account is brought to 0 balance before the account becomes eligible againYes - 50% down exceptions approved by SupervisorsNoneNOMeter TamperingPrevious PA BrokenDisconnection for Non-PaymentField Activity Scheduled for Non-PaymentReturned Payment on Account1-Discount Program2-Emergency AssistanceLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young childrenLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young children24 months regular residential$48 maximum for discount participants (any length of term possible)3 Payment Arrangements4th Payment Arrangement for any customer identifying a "Bona Fide" Reason *NONoneNot DeterminedNot Determined1-Discount Program2-Emergency AssistanceGeneralAll ResidentialUp to 24 months, if needed (CSR)Up to 36 months (Supervisors)TBD (Customer Assistance TeamUnlimited-as long as the account is brought to 0 balance before the account becomes eligible againYes -Down payment equal to first month installmentNoneNo application of deposit to PA1-Discount Program2-Emergency Assistance3-Education4-Weatherization5-New Collections Template (in progress)Low IncomeCritically IllElderlyHouseholds w/ young childrenCAP CustomersAs defined by a monthly payment not to exceed 5% of U.S. Dept of HHS monthly poverty guideline for single person householdUnlimited-as long as the account is brought to 0 balance before the account becomes eligible again. Those with broken arrangements can have 3 Payment Arrangements/4th with "Bona Fide" Reason*NONoneNo application of deposit to PA1-Discount Program2-Emergency Assistance3-Education4-Weatherization*Bona Fide Reasons= serious illness or injury by account holder or household member; loss of employment; economic loss due to natural disaster; domestic violence against the customer; a commitment by an independent program to assist customer with paymentThe PURPOSE of a Payment Arrangement (PA) is a short term payment option for households that are having a temporary crisis; PAs provide several months to pay off overdue utility bills in equal installments. Austin Energy Regular PolicyCouncil Mandated Current PolicyAdvocacy Group RecommendsAdvocacy Group Recommends
Austin Energy Low Income Consumer Advocates Resolution 20131107-052 Meeting #4 March 31, 2014 Attendees: Robena Jackson (Facilitator), Bob Batlin (Austin Interfaith), Carol Biedrzycki (Texas ROSE), Lanetta Cooper (TLSC), Gloria Cueva (Caritas), Kathleen Hopkins (ABC), Pat Macy (St. Austin), Tonda Owens (Travis County), Linda Perez (MOWAM), Aurora Pizano (Austin Resource Recovery), Dan Pruett (One Voice), Angel Ramirez (VFW), Michael Roth (HACA), Ruby Roa (LOC), Kathy Stark (Austin Tenants’ Council), Kerry Overton (AE), J.J. Gutierrez (AE), Lisa Tamez (AE), Sandra Castillo (AE), Lori Kirchgatter (AE), Melissa Davis (AE), Jessica Twining (AE), Irene Nemitsas (AE) • Welcome o Ms. Jackson welcomed group and apologized for delayed start o Checked attendance and had new members/alternates introduce themselves A group member asked if a representative would be present from Austin Water Utility – Mr. Overton stated AWU has discussed their concerns with AE and they still want to attend a meeting before the end. Several members stated the importance of AWU participation since many customers have high water bills as well. o Reviewed meeting topics to cover: Payment Arrangement Worksheet – wrap up payment arrangement discussion/recommendation with completion of last column “PA Disqualification” and reach consensus on all components “Alternative Payment Arrangement Recommendation” document – review and discuss recommendations provided by sub-group of committee members Bob Batlan, Carol Biedrzycki, Lanetta Cooper, Ruby Roa, Katherine Stark and Mark Widoff • PA Disqualification o Ms. Jackson re-iterated that if the resolution did not change a component of AE’s prior regular policy, on the worksheet it will state “not determined” Ms. Biedrzycki remarked that under column “PA Disqualification” the reason “previous PA broken” was actually changed by resolution and that you are now eligible to receive another payment arrangement if you break a previous arrangement o Question posed: what does “disqualify” mean or refer to when discussing payment arrangements ? Ms. Tamez answered that it referred to the reasons a customer is not eligible to enter into a payment arrangement o Ms. Cooper requested an updated worksheet so they can see the changes they’ve made/agreed upon Ms. Jackson stated it will be made available at the next meeting once a general consensus has been reached on all components o Ms. Biedrzycki asked: how is “meter tampering” and “field activity scheduled for non-payment” defined? Meter tampering • Ms. Tamez explained meter tampering is theft of service, including either a broken meter seal, …
Austin Energy Low Income Consumer Advocate Working Group March 19, 2014 9:30 am – 12:30 pm Town Lake Center, Assembly Room 100 Agenda Goal: To understand the current rules and to develop a sustainable set of recommended rules for: • Revising deferred payment plans and service disconnections, • Developing an arrearage management plan, and, • Revising appropriate customer service practices. Meeting Objectives 1. Review existing Payment Arrangement (PA) policies and targeted groups 2. Review Austin Energy’s programs that assist low-income and special needs groups 3. Develop recommended revised PA policies for low-income and targeted groups 9:15 AM Gathering and Sign-In 9:30 AM Welcome, Objectives and Agenda Ground Rules and Updates March 28th, 9:30 a.m. – 12:30 p.m. Updated PA Data Set Deferred Payment Arrangement Matrix • Purpose of Payment Arrangements • Existing Programs to Assist Targeted Groups 10:00 AM Draft Revised Policies – Deferred Payment Plans Wrap-up and Next Steps 12:30 PM Adjourn Thank you for your participation today.
Austin Energy Low Income Consumer Advocates Resolution 20131107-052 Meeting #3 March 19, 2014 Attendees- Dan Pruett, Kathy Stark, Kathleen Hopkins, Vanessa Sarria, Kerry Overton, Angel Ramirez, Ruby Roa, Carol Biedrzycki, Tonda Owens, Gloria Cueva, Linda Perez, Lanetta Cooper, Pat Macy, Mark Widoff, JJ Gutierrez, Robena Jackson, Lisa Tamez, Ronnie Mendoza, Sandra Castillo, Lori Kirchgatter, Melissa Davis, Irene Nemitsas, Jessica Twining, Shannon Halley, Nan Wang, Dave Cortez, Kaiba White • Goals and Objectives o Facilitator states goals and objectives of working group and reviews meeting agenda. o Recommendation that the group have an additional meeting (suggested date: March 28) to make additional progress on work. • Updated PA Data Set presented by JJ Gutierrez o 1st Chart: Number of Residential DPAs by Month/Year o 2nd Chart: Dollars of Residential DPAs by Month/Year o 3rd Chart: Frequency chart o AE representative informs the group that the graphs provide a year to year comparison for what was put in place for customers as well as raw data for the group to utilize while working on their charged activities. • R. Mendoza provides presentation regarding Customer Assistance Programs o AE representative instructs group to review Payment Arrangement Design Policy Worksheet and to notice that the Customer Assistance Programs corresponding to each target population is on the right side of this worksheet. • Facilitator recommends to the group that they begin to discuss the deferred payment arrangement policy and informs group that a subset of the working group has proposed policy guidelines o A presentation was provided regarding a proposed DEFERRED PAYMENT ARRANGEMENT policy developed by group members (L. Cooper, R. Roa, C. Biedrzycki, B. Batlan, K. Stark, and M. Widoff) o Proposed policy safeguards include: Austin Energy having flexibility in creating payment arrangements Austin Energy and Austin Water have a memorandum to create a follow up plan with a customer for water leaks • A presentation was provided regarding highlights of arrearage report written by Consumer Law Center for Massachusetts o Report showed that 88% of customers who had trouble paying their bill had an event that created the challenge o Focus of program is to get customers to pay their current bill set by levelized billing If the customer receives financial utility assistance, this is taken into consideration when creating their levelized amount The utility company for this program writes off the customers debt o Clarification on the utility …
Customer Assistance Program March 19, 2014 Customer Assistance Programs Who are we? The Customer Assistance Program (CAP) encompasses all of the City of Austin sponsored programs designed to assist moderate to low-income customers in regards to their utility bill. What do we do? The goal of the Customer Assistance Program is to maximize the participation of eligible City of Austin utility customers by better promoting and presenting these programs to utility customers, civic, public, and private organizations. Why? Austin Energy promotes programs designed to provide assistance to customers in the areas of financial support, case management, dispute resolution, energy efficiency improvements and water conservation. 2 Program Components • Discounts • Financial Support Plus 1 • Medically Vulnerable Registry • Education Classes • Weatherization • Community Connections Resource Fair • Case Management Project • Affordable Energy Policy Summit • Pilot Projects 3 Discount Program-The Beginning •Established 1985 •COA Utilities’ first program to assist low income customers •Original Partner Utilities: •Austin Energy •Public Works •Watershed Protection •Austin Water joined in 2009 4 Discount Program-Description Provides significant monthly discounts to City of Austin utility customers for a continuous 12 month period. The average customer is provided about $64 in monthly discounts 5 Discount Program – The Present 6 •Case Management & Evaluation Case Management & Evaluation Case Management & Evaluation Weatherization Discounts Education Discount Program-Description Discounts available •Electric Service Customer Charge waiver •Discount (10%) on total electrical usage •Discount on Community Benefit Charge (CAP) •Water Service Customer Charge waiver •Water Tiered Fixed Charge Waiver •Water Volume Charge discount •Wastewater Service Customer Charge waiver •Drainage Fee 50% discount 7 Discount Program-The Present Discount Program •50% growth – enrollment •75% growth – funding •New qualifiers •All Medicaid types •Supplemental Nutrition Assistance Program (SNAP) •Children’s Health Insurance Program (CHIP) •Telephone Lifeline Program •Travis County Comprehensive Energy Assistance Program (CEAP) •Medical Access Program (MAP) •Automatic enrollment 8 Discount Program-The Present Education component •Required pre-requisite for all weatherization program participants •One interactive 4 hour class for the whole family •Flexible class schedules •Spanish classes available Weatherization component •Targets high usage customers •(4mth ≥2,500 kWh or 6mth ≥1,500 kWh) •Home energy audit •Appliance replacement 9 Discount Program-The Present Utility Discount Program (electric only) Customers Served 43,029 Average Household Savings Per Month $23.00 Customer Savings $11,921,603 10 *Numbers from FY06-12 Plus 1-Description The Financial Support Plus 1 program helps customers who are having financial difficulties and are unable to pay …
Austin Energy Low Income Consumer Advocates-Payment Arrangement Design Policy WorksheetTarget PopulationEligibilityLength of TermNumber of PA's AllowedDown Payment$ Amount ThresholdDeposit on PAPA DisqualificationCurrent AE Program ExistsAll ResidentialAll ResidentialUp to 8 months (CSR)Up to 12 months (Supervisors)Up to 36 months (Customer Assistance Team)Unlimited-as long as the account is brought to 0 balance before the account becomes eligible againYes - 50% down exceptions approved by SupervisorsNoneNOMeter TamperingPrevious PA BrokenDisconnection for Non-PaymentField Activity Scheduled for Non-PaymentReturned Payment on Account1-Discount Program2-Emergency AssistanceLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young childrenLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young children24 months regular residential$48 maximum for discount participants (any length of term possible)3 Payment Arrangements4th Payment Arrangement for any customer identifying a "Bona Fide" Reason *NONoneNot DeterminedNot Determined1-Discount Program2-Emergency AssistanceElderly1-Discount Program2-Emergency Assistance3-Education4-Weatherization5-New Collections Template (in progress)Low Income1-Discount Program2-Emergency Assistance3-Education4-WeatherizationHomelessness1-HACA Agreement2-Travis County 3- Emergency Assistance Young Children in Households1-Discount Program2-Emergency Assistance3-Education4-WeatherizationCritically Ill1-Discount Program2-Medically Vulnerable Program3-Emergency Assistance*Bona Fide Reasons= serious illness or injury by account holder or household member; loss of employment; economic loss due to natural disaster; domestic violence against the customer; a commitment by an independent program to assist customer with paymentAdvocacy Group RecommendsAdvocacy Group RecommendsAustin Energy Regular PolicyCouncil Mandated Current PolicyAdvocacy Group RecommendsAdvocacy Group RecommendsAdvocacy Group RecommendsThe PURPOSE of a Payment Arrangement (PA) is a short term payment option for households that are having a temporary crisis; PAs provide several months to pay off overdue utility bills in equal installments.
1. Before the 2009 rate case how many days were there between the utility’s bill generation and the bill due date? (i.e. how many days did the residential customer have to pay the bill before a late fee could be charged?). Austin Energy adopted industry best practices in receivables management; putting it in line with other utilities in Central Texas which follow the minimum bill duration guidelines allowable by the PUC. Bill duration is defined as the length of time between when a bill is printed and when it is due. PUC guidelines state that 16 days is an acceptable duration between bill print date and due date. If the due date falls on a weekend or holiday, payment will be the first business day following. The top three Texas utilities by customer base in 2009: TXU Energy, Reliant Energy and CPS Energy have each adopted the PUC’s 16 day bill duration guideline. Austin Energy, while ranked fourth in terms of size in the state of Texas was significantly out of line in terms of best practice with its bill due date duration of 23 days. While best practice dictates a 16 day bill duration, Austin Energy allows customers an additional day and shorten its bill duration to 17. Memphis Light, Gas & Water, which have a comparable size customer base, have a bill duration that is even less at 15 days. 2. In the collections process diagram provided by Austin Energy in last week’s meeting, Austin Energy referred to bill generation. What does bill generation mean? Does it mean the day Austin Energy “mails” the bill? Please explain. In your explanation, please identify whether the bill is “mailed” by Austin Energy (or its agent) from Austin or from what other city. Bill generation date is the “Bill Print Date” on the bill and is the date the bill was produced. Bills are mailed by our bill print vendor from Omaha, Nebraska. 3. At the last meeting, Austin Energy commented that it now had payment arrangements with repayment periods of 220-plus(?) months. How many payment arrangements does Austin Energy currently have with residential customers that are: a. Five years or less b. Between five years and ten years c. Ten years d. Ten to fifteen years e. Over fifteen years See attached spreadsheet supplied in PIR 19185 on DPA Stats. 4. Please provide the following information for the group of …
Austin Energy Low Income Consumer Advocate Group February 19, 2014 9:30 am – 12:30 pm Town Lake Center, Assembly Room 100 Agenda Meeting Objectives 1. Review group structure and protocols 2. Complete constituting the Working Group 3. Gain a common understanding of Austin Energy’s deferred payment program and policies and mandates guiding those policies 4. Begin discussing Austin Energy’s deferred payment policies and identifying areas of agreement for revised rules 9:15 AM Gathering and Sign-In 9:30 AM Welcome, Objectives and Agenda Group Structure and Protocols Additions to Working Group Presentation: Deferred Payment Arrangement Questions and Answers Dialogue and Seeking Agreement: Deferred Payment Plans and Service Disconnections Wrap-up and Next Steps 12:30 PM Adjourn Thank you for your participation today.
Larry Weis, Austin Energy General Manager Mission: Deliver clean, affordable, reliable energy and excellent customer service. Collections Overview Disconnection and Reconnection Process Special Council Committee on Austin Energy Meeting December 5, 2013 2 •Follow City Code Chapter15-9 and state laws regarding utility debt •Assist the customer in reducing outstanding balances by offering flexible payment arrangements •Offer the customer opportunities to successfully manage their utility account and prevent perpetual debt accumulation •Offer special provisions for CAP and low income customers •Minimize utility rate increases •Optimize support services funding Objectives 3 Collections Process Steps Overview •The collections process begins with the generation of the customer’s bill •The process is highly automated, events trigger each process step •The customer can stop the next event at any point in the process by either making payment in full or requesting a Payment Arrangement. 4 Definitions Payment Arrangement •A Payment Arrangement (PA) is a short term payment option for households that are having a temporary crisis; PAs provide several months to pay off overdue utility bills in equal installments. These installments are in addition to the regular monthly current charges. The City of Austin does not disconnect services of customers with approved payment arrangements and on-time payments. Payment Arrangement Success •Successful PAs occur when payments for each PA installment plus the current billed charges are received in full, on or before the due date for each applicable month. Payment Arrangement Default •PAs are in default when the full PA installment and current billed charges due are not paid by the due date. If default occurs the account will proceed through the collections process. Arrearage Management Program •Arrearage Management Programs are long-term financial assistance programs and provide relief for low-income customers who have significant past due amounts (arrears) on their utility bills. •Bill is not paid by due date •No response to delinquent payment reminder •No response to 24-hour notice •Customer does not request a payment arrangement 5 How Does a Disconnect Occur? •On average 14% of the total residential customers enter into the collections process each month 422, 27% 358, 23% 289, 18% 514, 32% August 2013 Customer Behavior – 24-Hour Notice 10,644 , 20% 2,242 , 4% 866 , 2% 39,390 , 74% August 2013 Customer Behavior - FTNs Paid account Set up Payment Arrangement Set up Payment Plan Took no action * There was no collection activity between August 2011 – May 2013. In …
PUBLIC UTILITY REGULATORY ACT Title II, Texas Utilities Code (As Amended) Effective as of September 1, 2011 PUBLIC UTILITY COMMISSION OF TEXAS [BLANK PAGE] PUBLIC UTILITY REGULATORY ACT Title II, Texas Utilities Code (As Amended) Effective as of September 1, 2011 PUBLIC UTILITY COMMISSION OF TEXAS 1701 N. Congress Avenue • P.O. Box 13326 • Austin, Texas 78711-3326 • 512/936-7000 [BLANK PAGE] i FOREWORD The Public Utility Code was enacted by Acts 1997, 75th Leg., R.S., ch. 166, § 1 as a new and separate code effective September 1, 2007. Title 2 of the code is properly cited as the Public Utility Regulatory Act. This edition of the Public Utility Regulatory Act contains amendments adopted through the 82nd Legislature, First Called Session. In general, the effect of amendments have been clear and the resulting text changes were straightforward and did not require any editorial discretion. Except as explained below, editorial discretion was exercised in reconciling multiple amendments to the same section. In the majority of these cases, there was no irreconcilable conflict and all of the amendments could be given effect. In some cases, an act expressly amended a provision as added or amended by another act. In the few cases where an irreconcilable conflict was found, the act with the later date of enactment was given effect, with the other provisions italicized below. In addition, a note explaining the conflict is provided following the section annotation. The annotations following each section have two components. The first annotation shows the derivation of the section, either citing to the Public Utility Regulatory Act of 1995 (V.A.C.S. Art. 1446c-0), Acts 1997, ch. 166, or showing the section as added to the code and citing the relevant act. The second component identifies subsequent amendments, cites the amending act (and originating bill), provides a brief summary of each of the amendments, and, where appropriate, provides a reference to related provisions or material. This publication is maintained by the Commission Advising and Docket Management Division of the Public Utility Commission of Texas. Suggestions or corrections may be submitted to that division. ii [BLANK PAGE] iii TABLE OF CONTENTS TITLE I. GENERAL PROVISIONS ..........................................................................................1 CHAPTER 1. GENERAL PROVISIONS ................................................................................................ 1 Sec. 1.001. PURPOSE OF CODE. ..................................................................................................................... 1 Sec. 1.002. CONSTRUCTION OF CODE. ........................................................................................................ 1 Sec. 1.003. REFERENCE IN LAW TO STATUTE REVISED BY CODE. ...................................................... 1 TITLE II. PUBLIC UTILITY REGULATORY ACT ..............................................................3 SUBTITLE A. PROVISIONS …
Collections Overview Disconnection and Reconnection Process September 2013 Mission: Deliver clean, affordable, reliable energy and excellent customer service. www.austinenergy.com Collections Process Steps August 2013 2 Bill Generation 24 Hour Notice Bill Due Late Fees / Letters Mailed Delinquency Due Disconnect for Non-Payment Collections Process 17 days 17 days 4 days 6 days Overview The collections process begins with the generation of the customer’s bill The process is highly automated, events trigger each process step The customer can stop the next event at any point in the process www.austinenergy.com Overview Allow a minimum of 17 Days from Bill Generation to Bill Due Date May vary due to holiday or weekend COA Regs 15-9-131 DETERMINATION OF BILLING CYCLES Bill Generation: Due Date How We Compare Number of Days from Bill to Due Date August 2013 3 Austin Energy 17 CPS Energy 16 Pedernales Electric Cooperative 16 PUC (TXU, Reliant) 16 MLGW 16 Colorado Springs Utilities 14 www.austinenergy.com Overview Assess 5% Late Fee On Metered Services only On Current Amount Due only Listed on the Payment Stub COA Regs 15-9-137 PAYMENT REQUIREMENTS AND LATE PAYMENT PENALTY Past Due: Late Fee Assessed August 2013 4 www.austinenergy.com Delinquent Letters Mailed August 2013 5 Austin Energy $0 CPS Energy $0 Pedernales Electric Cooperative $0 Reliant $0 TXU $10 per notice Gexa Energy $15 per notice Amigo Energy $22 per notice Bounce Energy $20 per notice How We Compare Disconnect Notice Fee Overview Mail letter stating that Account is subject to Disconnection for Non-Payment if no action is taken Letter type based on account activity Friendly Firm COA Regs 15-9-106 NOTICE OF SERVICE DISCONNECTION www.austinenergy.com No Response from Customer: 24 Hour Notice August 2013 6 Overview Leave Courtesy Door Hanger Cost of $1.5M annually COA Regs Requirement for notice of service disconnection per 15-9-106 NOTICE OF SERVICE DISCONNECTION is met through Delinquent Letter. NOTICE OF SERVICE TERMINATION Previous attempts to collect on you utility account have been unsuccessful. Payment of your past due balance must be made immediately or utility services will be disconnected. In order to prevent disconnection, payment must be made at an authorized pay station and you must contact the utility service center to provide receipt information. If you are experiencing difficulty paying your bill, you may qualify for a Payment Arrangement or financial assistance. Please contact us for more information. Austin Energy Yes CPS Energy Yes Pedernales Electric Cooperative No Reliant No TXU …
