Project #4004

Best Practices in Customer Payment Assistance Programs

$416,184
Completed
Principal Investigator
John
Cromwell
Research Manager
Susan Turnquist Ph.D., MPA
Contractor
Abt Associates, Inc.
Affordability
Customer Relations & Stakeholder Engagement
Rates & Revenue
Finance
Utility Management

Abstract

Developed a guidance manual to (1) provide tools to help water utilities select from among many flexible customer payment plans, (2) build effective programs to help customers better manage their water usage (e.g., low flush toilets and shower heads, repair measures), and (3) identify how best to communicate the availability of these programs and others outside the utility that may enhance customers' regular payment of water bills. Published in 2010.