Partners: Austin Energy and Community Agencies Build Successful Customer Assistance Program
Description
Since Austin was selected as Best Place to Live by U.S. News and World Reports, this central Texas city has experienced rapid growth, with population surging 30% in ten years. That kind of growth is enviable, but more homelessness and an eight-fold spike in low income and financially insecure customers have accompanied it. Austin Energy, with almost 500,000 customers, has responded with a comprehensive, multi-pronged approach. By partnering with 54 not-for-profit community agencies, this utility helps customers beyond intermittent bill assistance. Their program includes on-staff social workers, case management, monthly check-ins and education. Listen as Customer Care Services VP Jerry Galvan highlights Austin’s situation and solution, which was recently recognized as the 2019 winner of CS Week’s Expanding Excellence Award for Innovation in People & Process.
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