Implementing Affordability Initiatives
Partnerships can play an especially pivotal role in developing Customer Assistance Programs (CAPs) that keep water and sewer bills affordable. These programs can take a wide array of forms, spanning discounts, income-based rates, flexible payment terms, to temporary assistance or bill forgiveness programs. They provide an important lifeline to customers facing affordability challenges. But participation in these programs can remain low, reflecting distrust, or a lack of bandwidth to navigate the application process.
Community engagement can help design programs to reflect community needs, support their implementation, and increase participation in these programs. For instance, some utilities are partnering with trusted NGOs to develop Community Ambassador programs, which train local volunteers and staff to serve as liaisons between the utility and community members. Ambassadors can form a vital conduit, sharing information and helping community members sign up for CAPs, and gathering information on customer experiences to further improve. Water service providers can also partner with NGOs or other public agencies, to bundle assistance offerings covering water, energy, and home improvements, making them easier for the customer to navigate.
