Item 10- Staff Briefing Customer Assistance Program — original pdf

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Customer Assistance Program Discount Program Expansion Kerry Overton Deputy General Manager & Chief Customer Officer Austin Energy October 2025 Item 10Discount Program Expansion Resolution City Council Resolution No. 20221201-046 The December 2022 resolution requires Austin Energy to reach 90% of the eligible low-income customers in the service territory with three yearly milestones through 2025. 1 Milestone Year 1 Enroll 46% of eligible households 2 Milestone Year 2 Enroll 72% of eligible households 3 Milestone Year 3 Enroll 90% of eligible households Goal 83,700 by 2025 d e l l l o r n E s d o h e s u o H 90,000 80,000 70,000 60,000 50,000 40,000 30,000 20,000 10,000 - Objective: Enroll 90% of Low Income Households within Utility Service Territory – 83,700 by 2025 82,208 69,392 53,405 83,700 32,784 66,690 42,780 Dec. 2022 Resolution Signed June 2023 July 2024 Sept. 2025 Goal Actual Discount Expansion 3-Year Enrollment Results Discount Program Customer Impact Yearly Customer Savings $1,446 Per Year* Electric • Monthly Average Customer Savings $31.32 • FY2024 Customer Savings $20 Million Wastewater • Monthly Average Customer Savings $41.42 • FY2024 Customer Savings $7.8 Million Water • Monthly Average Customer Savings $41.07 • FY2024 Customer Savings $9.5 Million Drainage • Monthly Average Customer Savings $6.72 • FY2024 Customer Savings $1.2 Million * Based on average usage and having all City of Austin Utility Services Customer Assistance Delivery Model Community • Outreach • Strategic Partnerships • Community Network Customer • • • Account Management Case Management Program Education Programs Support • Emergency Assistance • Medically Vulnerable Registry • Arrearage Management • Discounts • Weatherization • • • • Displacement Services In Home Services Basic Need Referrals Refugee Services W R A P A R O U N D S U P P O R T S E R V I C E S Methodology: Modernized System Delivering Results Data-Driven Expansion • Geo Based Poverty Data • • • Integrated Partner Data School District Data Targeted Outreach Campaigns Modernization • Real-Time Application Protocol Interface (API) • Address Based Matching • • • • Self Enrollment Portal Partner Data Sharing Portal Operational Strength Staffing School Partnerships • Quality Control Protocols Sustaining Continuing Progress Grow Community Based Partnerships Identify New Eligibility Programs Ongoing Community Alignment & Need Continue Engagement with National & Local Partners ©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.