Best Practices in Customer Payment Assistance Programs
Susan Turnquist Ph.D., MPA
Abt Associates, Inc.
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.