Customer Assistance Programs for Multi-Family Residential and Other Hard-to-Reach Customers


Project #4557 provides water utilities with an array of pragmatic options, evaluation criteria, lessons learned, and guidance for developing customer assistance programs that target 'hard-to-reach' customers who are facing financial hardships due to the escalating cost of water and related services. The research provides a clear business process and a set of communication strategies that will support the effective provision of targeted assistance for these customers.