AE Consumer Advocates Working Group May 21, 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. Finalize Payment Arrangement recommendations; 2. Finalize Arrearage Management Program recommendations; 3. Finalize Customer Service Practices recommendations; and, 4. Acknowledge the work of the Low Income Consumer Advocacy Group. 9:15 AM Gathering and Sign-In 9:30 AM Welcome, Objectives and Agenda Ground Rules and Updates Discussion and Finalization of Payment Arrangement Recommendations 10:30 AM Discussion and Finalization of Arrearage Management Recommendations 11:30 AM Discussion and Finalization of Customer Service Recommendations Wrap-up and Next Steps • Timeline of Related Activities • Hearing Process Workshop 12:30 PM Adjourn Thank you for your participation today.
City of Austin Utilities RecommendsCity of Austin Utilities RecommendsTarget PopulationLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young childrenSpecialty GroupEligibilityCAP CustomerAccrued debt between June 2011-June 2013Length of Term36 month cap; payment not to exceed 5%Up to 60 months (CSC)Number of PA's AllowedDown PaymentNOYes -Down payment equal to first month installment$ Amount ThresholdNoneNoneDeposit on PANo application of deposit to PANo application of deposit to PA*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 paymentNoneNoneNoneNoneNONOUnlimited-as long as the account is brought to 0 balance before the account becomes eligible again.Limited - Those with broken arrangements can have 2 Payment Arrangements/3rd with "Bona Fide" Reason*Unlimited-as long as the account is brought to 0 balance before the account becomes eligible again. Limited -Those with broken arrangements can have 3 Payment Arrangements/4th with "Bona Fide" Reason*Yes - 50% down exceptions approved by SupervisorsNONOYes -Down payment equal to first month installmentUnlimited-as long as the account is brought to 0 balance before the account becomes eligible again3 Payment Arrangements4th Payment Arrangement for any customer identifying a "Bona Fide" Reason *The 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. All ResidentialLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young childrenCAP CustomersAll ResidentialUp to 8 months (CSR) Up to 12 months (Supervisors)24 months regular residential$48 maximum for discount participants (any length of term possible)As defined by a monthly payment not to exceed 5% of U.S. Dept of HHS monthly poverty guideline for single person householdUp to 24 months, if needed (CSR) Up to 36 months (Supervisors) City of Austin UtilitiesRegular PolicyCouncil Mandated Current PolicyAdvocacy Group RecommendsAdvocacy Group RecommendsAll ResidentialLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young childrenLow IncomeRegular ResidentialCritically IllElderlyHouseholds w/ young childrenGeneral
City of Austin UtilitiesArrearage Program DesignDiscount ParticipantsAny Active Residential Customer Who Has Had Service with AE from June 2011 to June 2013Discount ParticipantsAny Active Residential Customer Who Has Had Service with AE from June 2011 to June 2013EligibilityEnrolled or waitlisted on the discount programActive residential customer who had service with AE from June 2011 to June 2013Enrolled or waitlisted on the discount programSpecial payment arrangement availableBenefitsImmediate incentive towards debt (match/credits begin month 1 of program) will be able to tap into AE resources (education class, weatherization) Immediate incentive towards debt (match/credits begin month 1 of program) will be able to tap into AE resources (education class, weatherization) Immediate incentive towards debt (match/credits begin month 1 of program) will be able to tap into AE resources (education class, weatherization) Special payment arrangement availableHow to ApplyAlready in place Already in place Already in place Special payment arrangement availableLength of ProgramDetermined by amount of debt; $1,750-$3,000 = 12 months $3,001-$6,000 = 24 months $6,001+ = 36 months Determined by amount of debt; $1,750-$3,000 = 12 months $3,001-$6,000 = 24 months $6,001+ = 36 months Determined by amount of debt; $1,750-$3,000 = 12 months $3,001-$6,000 = 24 months $6,001+ = 36 months Special payment arrangement availableDown payment RequirementNot requiredNot requiredNot requiredSpecial payment arrangement availablePayment Amount %20%/80%, 30%/70%, 40%/60% with cap of 5% 40%/60%, 30%70%, 20%/80%20%/80%, 30%/70%, 40%/60% with cap of 5% Special payment arrangement availableRemoval from Program2 strikes rule 30 day no contact = strike Default payment = strike NSF = strike Customer can participate in the program twice in a lifetime regardless of the outcome of previous program enrollment2 strikes rule 30 day no contact = strike Default payment = strike NSF = strike Customer can participate in the program twice in a lifetime regardless of the outcome of previous program enrollment2 strikes rule 30 day no contact = strike Default payment = strike NSF = strike Customer can be reinstated in program if payments caught up after 2 strikes Special payment arrangement availableAdministrationAustin EnergyAustin EnergyAustin EnergyAustin EnergyNot FinishedAdvocacy Group RecommendationCity of Austin Utility Recommendation
1 Employee Training May 2014 Overview of Training Program New Hire Training •Five weeks of instructor lead training totaling 200 hours of training –125 hours of classroom instruction –75 hours of trainer supported phone time •New hire graduates transition to a nesting environment in the call center for 4 to 6 weeks directly after New Hire Training •12 hours of Customer Relationship Building training is provided by our Quality Assurance team during the first 3 days of nesting Overview of Training Program Training for Existing Agents •Refresher training is provided as needed •Training is provided anytime there is a policy or process change •Weekly huddles are scheduled twice a week to address any issues or changes from the previous week •Supervisors are on-site with the CSR’s and are able to coach through challenging situations •Supervisors are available to take over any situation that requires upper management approval •Supervisors have an escalated team available to them to assist as needed Customer Advocacy Recommendations & Current Training Program Components Current Program Components •New Hire Training includes 15 hours of training on these topics •Training focus –Determining that a customer needs help when it hasn’t been explicitly stated –Determining the difference between a high bill due to an AE error versus a high bill due to usage patterns –Analyzing usage patterns to help customers conserve through changing habits –Identifying conservation programs that may benefit the customer –Connecting the customer with assistance agencies •Refresher training is provided to all agents as needed Recommendation: Inquiries and referrals to assistance and conservation and efficiency programs would be part of the conference between the customer and the AE Customer Care employee. Current Program Components: •If and when an arrearage program is created and funded, the training curriculum will be updated to include all of the above mentioned items. Customer Advocacy Recommendations & Current Training Program Components Recommendation: As part of the referral process, there should be an explanation of any arrearage programs including providing the customer application forms and instructions. Current Program Components: •All newly hired call center employees complete a 12 hour Customer Relationship Building class that focuses on improving the customer experience through the way we communicate with our customers. •The goal of the class is to highlight the importance of communicating in a way that shows we value our customers and we will work to the best of our ability to address the reason …
