Low-Income Energy Issues Forum Service
Most recent content on this topic
The low- and moderate-income customer energy assistance journey
Ben Nathan | April 23, 2025
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Online event
The demand-side management customer journey for income-qualified customers: An E Source multiclient study
Ben Nathan | March 26, 2025
Join us to learn about a new multi-client study that uses customer journey mapping to better understand and improve the income-qualified customer experience of demand-side management (DSM) programs.
Online event
The energy assistance customer journey: Mapping and improving the experience for low-income customers
Jamie Wimberly, Rachel Cooper, Ben Nathan, Lisa Schulte, Katie Ruiz | June 13, 2024
Join us to learn how you can use customer journey mapping to better understand the current customer journey and improve the low-income customer experience. We’ll discuss what everyone involved can do to make a difference, including utilities, agency partners, and customers.
Online event
Managing the affordability crisis
Jamie Wimberly, Bob Cooke, Tom Martin | June 6, 2024
The traditional approaches to keeping customers current and out of debt aren’t working as intended. We’ll be discussing alternative approaches to arrearage management, as well as how to use data science to be much more proactive and precise.
Online event
Heat-related disconnection moratoriums: Critical review and policy recommendations
Ben Nathan | May 9, 2024
In the summer of 2023, the City of Phoenix experienced 54 days of extreme heat – over 110 degrees. SRP began the process of reviewing its moratorium policy and practices to determine if a policy change was necessary. This process involved stakeholder interivews, customer surveys, and more.
Online event
LMI program enrollment improvements that make a difference
Ben Nathan | March 26, 2024
Enrolling in a utility program should be easy, quick, and stress-free for customers. Here are a few program enrollment improvement strategies that have been successful for Avista Utilities, Seattle City Light, and the Los Angeles Department of Water and Power.
Newsletter
Use data and collaboration to ensure the success of your crisis communications plan
Luba Abrams | March 26, 2024
With storms becoming more prevalent and severe, teams must collaborate to deliver accurate and prompt communications to customers, but it can be challenging to coordinate the flow of information. We explain how solutions from E Source Data Science and the Corporate Communications Service can help.
Report
Key highlights and memorable moments from the 2023 Forum
Sara Patnaude | December 12, 2023
The engagement and enthusiasm that was seen at the E Source Forum 2023 reaffirmed our industry’s dedication to continuous improvement and customer-centric innovation. In case you missed it, here are some highlights from the event.
Newsletter
Utility regulators–only review of LMI customer perspectives: Findings from the LIEIF-DSM survey
Ben Nathan | January 17, 2024
Managing affordability is a critical need and strategic priority for utility industry stakeholders. Join us for a utility regulators–only webinar to review the findings from the E Source Low Income Energy Issues Forum (LIEIF) survey of 1,000 low- and moderate-income (LMI) consumers.
Online event
How can residential customers lower their winter heating bills?
Joshua Sorensen, Robbie Johnson | November 27, 2023
We offer tips on how residential customers can lower their energy use and save money on heating this winter. We cover measures that customers can do themselves to keep heat in and the cold out. And we list other measures that contractors can do for them.
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