Reimagining Low-Income Program Enrollment: Meeting Customers Where They Are

The most persistent gap in utility assistance programs is identification and enrollment of eligible customers who never apply. This session explores utilities that have cracked the enrollment challenge through proactive outreach, data-sharing partnerships with social service agencies, and effective use of data analysis. The emphasis should be on finding customers, not on what happens after they’re enrolled. Participants will hear how utilities have successfully used Energy Burden data analysis and simplified data exchange partnerships with public agencies to drive for streamlined and highly effective program qualification and enrollment.

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Moderated by: Pat Ricks, Senior Consultant, Chartwell Inc

Pat Ricks joined Chartwell in October of 2021 as a Senior Consultant and has focused much of his time developing the framework for and now leading the Vulnerable Customer Leadership Council. Prior to joining Chartwell, Pat retired from Entergy in April of 2021 following a 36 plus year career that included experiences in electric and gas operations and engineering, customer innovation, commercial and industrial account management, smart grid strategy, customer research and customer experience. Over the course of his 10 years in customer experience, Pat lead the development of Entergy’s strategy and tactical programs designed to improve company’s service to its vulnerable customers.

Panelists: To Be Announced

 

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