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Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board

Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board Dave Stephenson California American Water March 19, 2008. CPUC Data Request. Issued February 14, 2008 Detailed description on customer outreach for LIRA programs during past 12 months

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Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board

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  1. Water Utility Outreach Programs Low-Income Rate Assistance Low Income Oversight Board Dave Stephenson California American Water March 19, 2008

  2. CPUC Data Request • Issued February 14, 2008 • Detailed description on customer outreach for LIRA programs during past 12 months • Detailed LIRA outreach plans for next 12 months • Company contact information • Responses received by 2/28/08 from: Cal Am, Cal Water, Golden State, Great Oaks, San Gabriel, San Jose, Valencia • Suburban’s program approved on 2/26/08

  3. California American Water • “H2O Help to Others” • Qualification Criteria • CAW bill must be in customer’s name • Customer can’t be claimed as dependent • Total annual income can’t exceed certain limits • Income based on number of persons in household; includes all those living full-time in home • Document approval in PG&E’s CARE program • 30-day notification to CAW if party becomes ineligible

  4. California American Water • Approved Districts and Discounts • Monterey: monthly service charge waived • Felton: 50% discount on regular monthly service charge • Sacramento: $5.00/month • Larkfield: $8.50/month • Baldwin Hills: $6.50/month • Duarte: $6.50/month • San Marino: $6.50/month • Village: $8.50/month • Coronado: $6.50/month

  5. California American Water • 2007 Customer Outreach • March: H2O Help applications sent to Larkfield and Sacramento customers • June: H2O Help applications sent to Monterey, Felton, Larkfield and Sacramento (revised) • Four-page application (English and Spanish) • About the program • To qualify for H2O • Customer information • Maximum household income • Declaration • Low Income Web Site

  6. California American Water • 2008 Customer Outreach • March: Direct Mail H2O Help applications sent to L.A. Division customers (Baldwin Hills, Duarte, San Marino) • October/November: Annual H2O Help applications will be sent to all CPUC-approved districts • TBD: Possible customer data partnering with SDG&E for enrollment of Coronado District customers • TBD: Low income applications available at Community Events • Contact Information: 24-Hour Service Center – 1.888.237.1333

  7. California Water Service • “Low-Income Rate Assistance Program” (LIRA) • $10 monthly discount or 50% discount on monthly service charge (depending on district) • Discounts available to qualified non-profit group living facilities, agricultural employee housing facilities and migrant farm worker housing centers • Qualifications • Similar to California American Water, CARE • Similar income levels per household number • Participation Rate To Date • 8.75% of residential customers

  8. California Water Service • 2007 Customer Outreach • January: Direct mail to all residential customers (1st notification) • District-specific flyers w/discount and web site information • Application w/proof of participation in CARE program, as applicable • All documents in English and Spanish • Press releases and news articles in local newspapers • December: Direct mail to all residential customers (2nd notification) • Same info as in January, plus list of local Customer Centers • Letters to local community leaders • Press releases and newspaper articles • New income guidelines posted • 2008 Customer Outreach (Planned for Mid-Year) • Direct mail to all residential customers • Ongoing LIRA information available on web site • Contact Information: Local Customer Centers

  9. Golden State Water • California Alternate Rates for Water (CARW) Program • 15% discount off total monthly water bill (Regions II and III) • Fixed dollar discount off total monthly water bill (Region I); actual amount varies per customer service area, but approximates 15% discount • Qualifications • Similar to CAW, CWS, CARE

  10. Golden State Water • 2007 Customer Outreach • June: Direct mail to all residential customers • CARW application w/income guidelines and informational flyer • 2008 Customer Outreach • Direct mail of CARW informational insert to all customers on a quarterly basis • Promotion of CARW program at local community events • CARW program information posted on new web site (summer 2008) • Contact Information: CARW Hotline – 866.360.2279

  11. Great Oaks Water • Low-Income Customer Assistance Program • Bimonthly Bills Contain All Information • Qualifications • How to apply • How long certification is valid • Master meters do not qualify • All Customers Contacting Company Are Notified by Phone or In Person • Contact Information • Great Oaks Water Customer Service Supervisor • 408.227.9540

  12. San Gabriel Valley Water • California Alternative Rates for Water (CARW) • Initiated program company-wide in August 2005 • 50% discount off monthly service charge • Applies to L.A. and Fontana Divisions • Qualifications • Similar to other utilities • 1-inch or smaller meters are eligible • Participation Rates (thru 12/07) • Los Angeles Division: 13.8% of residential customers • Fontana Division: 17.8% of residential customers

  13. San Gabriel Valley Water • 2007 Customer Outreach • Notices of CARW Program posted in every Commercial Office lobby (English and Spanish) • Commercial Clerks advise existing and new customers of CARW program and furnish them applications • CARW application posted on web site for both LA and Fontana (English and Spanish) • Company visits to senior and low-income community-based organizations • Customer service reps and meter readers provide applications at service locations • July: Bill inserts • Articles in local newspapers • Advertising on Community Billboard of local cable TV station in Fontana

  14. San Gabriel Valley Water • 2008 Customer Outreach • All 2007 outreach activities continued in 2008 • June: Second round of bill inserts • Contact Information: Four Customer Centers • El Monte Office/626.448.6183 • Whittier Office/562.699.1041 • City of Industry Office/626.330.1628 • Fontana Water Company/909.822.2201

  15. San Jose Water • Water Rate Assistance Program (WRAP) • 15% discount off total monthly water bill • Qualifications • Same eligibility requirements as PG&E CARE program • CARE participants automatically eligible

  16. San Jose Water • 2007 Customer Outreach • Q1: Posters and applications sent to more than 50 social service agencies/English, Spanish and Vietnamese versions • May: WRAP advertisements in bi-lingual newspapers • May: 14 PSAs on local bi-lingual radio station • June: Program presentations to social service agencies • Continuous: all new customers receive copies of WRAP program in welcome packets • Company web site features “Customer Services Overview” page, which includes WRAP details

  17. San Jose Water • 2008 Customer Outreach • Continuation of 2007 outreach activities • Coordination with PG&E between CARE participants and WRAP participants • Advertising in Mobile Home Park Association newsletter • Foreign language advertisements • June: Bill inserts to all customers when income qualifications are updated • Contact Information: WRAP Desk – 408.279.7910

  18. Valencia Water • “Low-Income Rate Assistance Program” (LIRA) • 50% discount on monthly service charge • Program began in March 2007 • Qualifications • Same as those for CARE program • 1-inch or smaller meters are eligible

  19. Valencia Water • 2007 Customer Outreach • March: LIRA notice and application mailed to all customers; included on bills • March: LIRA information displayed in company reception area • March: LIRA information added to Rates page of company web site • March: FAQ page of web site revised to reflect LIRA availability; link to download notice and application • April thru October: Participation in public events • Emergency Response Expo (April) • CLWA Water Awareness Event (May) • Santa Clarita Valley River Rally (September) • Santa Clarita Business Expo (October)

  20. Valencia Water • 2008 Customer Outreach • Ongoing activity from 2007 • January: Added language on customer bills promoting LIRA • February-March: Annual bill insert to all customers • April thru October: Participation in public events • Emergency Response Expo (April) • CLWA Water Awareness Event (May) • Santa Clarita Valley River Rally (September) • Santa Clarita Business Expo (October) • Contact Information: 661.294.0828

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