Search

Searched: COVID-19

Covid-19 – How Do You Keep Your Customers Paying?

Following the discussion from the last issue about creating payment plans for customers impacted by COVID-19, today we’ll focus on ways to try to keep customers paying. But, before we do that, I have a…


COVID-19 – repayment plan options

Following up from two Utility Information Pipelines ago about how utilities are dealing with the COVID-19 virus and the last issue about the financial impact of the pandemic, this issue takes a closer look at…


COVID-19 – what will the financial impact be?

Following up on the last Utility Information Pipeline about how utilities are dealing with the COVID-19 virus, this issue will examine the financial impact of the pandemic. As you might imagine, it is not a…


COVID-19 – how are you responding?

The thing on most everyone’s mind these days is the COVID-19 virus. My hope is that each person reading this is safe and taking all the proper precautions to stay healthy and not spread the…


Suspending Convenience Fees, Revisited

Eleven months ago, I wrote about the effect of suspending convenience fees due to COVID-19. That blog post focused on a utility that saw a dramatic increase in the number of customers paying online or…


2021 Utility Fee Survey Results – Part II

Over the course of the past two months, I’ve been conducting the 2021 Utility Fee Survey. This is the fifth Utility Fee Survey dating to 2012 and subsequent fee surveys in 2015, 2017, and 2019.…


Will Your Office be Reopening to the Public?

As utilities have dealt with COVID-19 and being closed to the public, many have appreciated not dealing with interruptions from walk-in customers. Some are even planning to stay closed to the public, even after life…


Applying for Service Online

With the onset of COVID-19, many utilities scrambled to figure out how to work from home or, at the very least, work in offices closed to customers. For some utilities, this meant finding ways to…


Early Moratorium Results From the 2021 Utility Fee Survey

We are all acutely aware of the impact COVID-19 has had on utility operations and the ability of your customers to pay their bills. For that reason, I included questions in the 2021 Utility Fee…


Establishing a Customer Assistance Program

Last year, I wrote about offering repayment plan options for customers impacted by COVID-19. In addition to providing payment plans, some utilities offer a customer assistance program (CAP) for customers experiencing hardship with paying their…