Item 5: Customer Care Update — original pdf

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Item 5 Customer Collaboration: Utility Bill Relief Initiatives Electric Utility Commission Kerry Overton Chief Customer Officer, Austin Energy June 8, 2020 © 2018 Austin Energy Agenda • Overview • Customer Care COVID-19 Response • Communications Strategy • Utility Bill Relief Funding • Customer & Community Outreach *To request utility bill assistance go to www.austinbillhelp.com Customer Care COVID-19 Response Branch Payment Centers Close Communication Deployment Expansion of Services with Vendor • Eligibility criteria, application screening, documentation New Utility Bill Relief Website Launched 4/9/2020 -Council approved Utility Bill Relief Package March April May Stopped Collections, Late Fees & Disconnects Business Continuity • Phased deployment of operations remotely • • PPE & temperature screening for onsite employees Social distancing Introduced for onsite employees Process Implementation with Community Social Services Partners Business Continuity Continued • • Virtual training classes launched Final phase of deployment of remote operations Business Continuity Continued • Phased deployment of remote operations • 311, Utility Contact Center (80%) • Condensed onsite staff to singular location with social distancing Communications Strategy RADIO DIGITAL PRINT DIRECT MAILER PUBLIC RELATIONS SOCIAL 4/9/2020- Council Approved Utility Bill Relief Package Customer outreach campaigns: • Outbound calls to disconnected customers • Emails promoting suspended disconnections & late fees • Changes made to Collections Letters • Social Media messaging of branch closures & alternate ways to pay Utility Bill Relief outreach efforts: • Emails to all customers • Radio, print and digital ads • Social Media Videos • Expansion of Donate page on website • New Plus 1 Donate flyers in English/Spanish • IVR messaging changes Continue outreach efforts: • Press Releases/Media Interviews • Spanish language and public radio Utility News On-Bill Messaging • Customer Programs Campaign • Reopen Payment Centers • Direct letter mailouts Utility Bill Relief Funding: COVID-19 As part of COA Utilities’ COVID-19 response, an additional $10M was added on April, 9, 2020, to the Plus 1 fund. Bill Relief Funding Components • Network of 56 community social service partners for disbursement of funds • New COA Utilities Online application process www.austinbillhelp.com • • Increase in the maximum funding per household Increase in assistance from same partners within a 12-month period • Additional Marketing on Bill Relief Assistance via social media and direct mail *10% of Customers have received multiple bill relief assistance since April, 9, 2020. Utility Bill Relief Funding: COVID-19 Customer Outreach 296,761 3,553 Emails sent to Residential customers promoting the Utility Outbound calls made with no payments since February Bill Relief Package Direct letters mailed to customers with a late payment for the 1st time within twelve Direct letters mailed for missed payment arrangements since March 15, 2020* 1,045 2020* 17,043 months* *Focused outreach efforts on customers who exhibited different than normal payment behaviors. Continued Community Outreach: Agency Partnerships & Customer Education Affordable Utility Summit Education opportunity specifically designed for partnering agencies Summer Savings Campaign Education opportunity for energy saving tips, water conservation, and tools and apps to monitor usage Community Connections Annual Resource Fair Customer Assistance Program sponsored event featuring education, services and resources for community Integration of technology to create virtual experiences in light of current events are being explored. Thank you! Questions? ©2019 Austin Energy. All rights reserved. Austin Energy and the Austin Energy logo and combinations thereof are trademarks of Austin Energy, the electric department of the City of Austin, Texas. Other names are for informational purposes only and may be trademarks of their respective owners. Appendix Website Metrics Highlights 200% increase CAP page views over the same time in 2019 457% increase New users on CAP pages over the same time in 2019 Total page views on new Utility Bill Relief page April 9 Total new users on Utility Bill Relief Page April 9 - May 27 3,351 6,048 - May 27 Demonstrates customer interest and engagement in the timely, relevant content provided! Utility Bill Relief Marketing Multichannel Infographic Video for social media Digital Ads English and Spanish Print Ads Addressed urgent need to communicate COA Utilities messaging. 12