Billing Communications During the COVID-19 Pandemic

The rapid onset and unprecedented lock-down of the COVID-19 pandemic has created a great deal of misperceptions among customers about their responsibilities to pay their bills both during the crisis and after it’s over. Communicating with customers about that responsibility requires utilities to leverage different tools for different customers and to show empathy for their current situations, while maintaining the integrity of the billing process.

This webinar will discuss multiple aspects of the billing and payment communications in the crisis: how to communicate with low income customers, how to communicate with C&I customers, and how to create payment plans for customers in difficult circumstances.

Moderator: Scott Johnson, Vice President, Chartwell Inc.


  • Michael DeChristopher - Process Analyst, PSEG
  • Tad Hall - Supervisor of Systems and Planning, SMUD
  • Nicole Luna - CX Designer, OPPD

*To view this webinar, please login using your Chartwell credentials and click the "View Resource" button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.