Sweeping Outreach Bolsters Energy Equity for CPS Energy Customers

Aspiring to serve its customers in the post-pandemic environment, especially those living at or below poverty guidelines, CPS Energy recently overhauled its arrearage processes. In January 2022, approximately half of the utility’s customers were past due on payments, prompting the triaging of customers’ needs through CPS Energy’s Customer Response Unit. Through a deliberate and considered approach, the utility successfully connected with numerous customers, decreasing arrears while increasing customer engagement.

This program earned CPS Energy a Gold Award in Chartwell’s 2023 Best Practices Awards.

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