BGE Launches Suite of Improvements to Better Serve its Vulnerable Customers
In 2023 Baltimore Gas and Electric (BGE) initiated a multi-faceted approach to address the home energy needs of its customers, with an emphasis on serving low- and moderate-income segments. Efforts included launching a specialized tool to empower customer service representatives to assist customers submitting online LIHEAP applications; introducing the BGE Assistance Finder, an online referral questionnaire; and fostering new and expanded partnerships with community agencies. BGE’s efforts have resulted in nearly 15,000 customers obtaining $26.4 million in grant funding and engagement with nearly 1,000 customers across 23 community events.
This initiative has been recognized with a Gold Award for Serving Vulnerable Customers in Chartwell's 2024 Best Practices Awards.
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