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...
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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...
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...
Happy New Year 2021!
Each year I’ve published this blog, the last issue of the year has been an opportunity to reflect on the past year and look forward to the year ahead....
An Updated Look at Leak Adjustment Policies
Some of the emails and blogs I subscribe to (yes, I subscribe to blogs about blogging!) encourage taking popular posts from the past and periodically updating them. Evergreen content...
Is Your Security Deposit Keeping Pace?
Last week I gave my Improving Revenue Collections for Utilities presentation before a live audience for the first time since COVID-19 began. I’ve done several (and have two more...
Is It Possible…?
As utility offices begin to reopen after being closed to the public due to COVID-19, I’ve heard several utility managers lament not being able to stay closed to the...
How Are You Responding Post-Moratorium?
As the impact COVID-19 was going to have on the ability of customers to pay their utility bills became apparent, most states mandated moratoriums on shut-offs of utility service....
The Effect of Suspending Convenience Fees
I’ve been preparing for an upcoming Edmunds GovTalk webinar (more on that in a little bit…) and, in doing so, I’ve been researching online payment trends during COVID-19. Suspending...