1. Assistance Programs for Low-Income, Seniors and Disabled Customers APPA Business & Financial Conference Portland, OR September 27, 2005 Julie Dahlen Account Executive jdahlen@cityoftacoma.org

2. Current Assistance Programs Discount rate Discount rate Provides a 25% discount on all electric charges Provides a 25% discount on all electric charges Available to low-income seniors and disabled; income guidelines apply Available to low-income seniors and disabled; income guidelines apply Family Need Family Need Electric bill assistance for households with children >18; income guidelines apply Electric bill assistance for households with children >18; income guidelines apply WA Consumer Energy Fund (WCEF) WA Consumer Energy Fund (WCEF) WA state settlement funds from energy crisis overcharges WA state settlement funds from energy crisis overcharges Low-income assistance for those not eligible for Family Need Low-income assistance for those not eligible for Family Need Customer contributions fund Customer contributions fund Requires referral from Customer Service Requires referral from Customer Service Eligibility verified by local non-profit Eligibility verified by local non-profit

3. Other Assistance Resources Low-income Home Energy Assistance Program (LIHEAP) Low-income Home Energy Assistance Program (LIHEAP) Federally funded program Federally funded program Equates to $1 million per year to Tacoma Power customers Equates to $1 million per year to Tacoma Power customers Churches, other non-profit organizations Churches, other non-profit organizations Usually locally funded, some funds from grants Usually locally funded, some funds from grants Equates to approximately $500,000/year Equates to approximately $500,000/year

4. New computer system = New opportunities Agency self-service internet site no longer available after new system in place Agency self-service internet site no longer available after new system in place Brought together stakeholders to assess: Brought together stakeholders to assess: What information is needed? What information is needed? How is it accessed? How is it accessed? Will there be multiple beneficiaries? Will there be multiple beneficiaries? Created Internet self-service portals Created Internet self-service portals Agency portal Agency portal Property Management portal Property Management portal

5. Agency Pledge Portal created Portal allows viewing of select information from the customer information computer system Portal allows viewing of select information from the customer information computer system Agencies access the portal via the Internet Agencies access the portal via the Internet Two options to view: Two options to view: Consumption history Consumption history Make a pledge Make a pledge Pledges automatically applied to customers account; limited Customer Service interaction Pledges automatically applied to customers account; limited Customer Service interaction FTE savings = 1.5 FTE savings = 1.5

6. Agency Portal Home Screen

7. Consumption History Report

8. Pledge Page

9. Enter Pledge

10. Property Management Portal Self Service internet-based portal for select property management companies Self Service internet-based portal for select property management companies Designed to update current process Designed to update current process Faxes get lost, unreadable, not timely Faxes get lost, unreadable, not timely Phone-in requests cumbersome Phone-in requests cumbersome Low-income housing agencies have frequent service needs Low-income housing agencies have frequent service needs Owner allocation allows unit to revert to owner automatically Owner allocation allows unit to revert to owner automatically Saves disagreements between parties Saves disagreements between parties

11. Internet Self Service Logging on: Enter in name/password

12. Property List

13. Property List (cont.) Address = Property Address Current Customer = Either Tenant or Owner Create M-O = Will appear when a tenant is moved in. Double click on this to schedule a Move out for a tenant. Start date = The date the service went into the Current Customer’s name. Stop date = If there is a Move out pending, this is the date the Current Customer’s account will end. Future Customer = The new Customer’s name. Start date = The date the new Customer’s account will begin. Snow White 01/10/200501/11/2005

14. Move in- new customer Select the move in date (drop down available) Select ‘Next’ to enter tenant information Select ‘Next’ to enter tenant information Select ‘Cancel’ to go back to Property List Select ‘Cancel’ to go back to Property List

15. Move in- new customer If available, please enter the forwarding address, by clicking on “Insert forwarding address”. And select ‘Finish’

16. Move out Click on Move-Out Click on Move-Out

17. Customer Move out Enter move out date and select Enter move out date and select

18. Customer Move out Enter forwarding address (if available) for tenant moving out Enter forwarding address (if available) for tenant moving out Select finish Select finish

19. Miscellaneous If a move in or move out has already been entered and the work was sent to the Customer Service business office, the following icon will appear: If a move in or move out has already been entered and the work was sent to the Customer Service business office, the following icon will appear:

20. Future direction Creating a pilot with Televox Creating a pilot with Televox Outbound calling system Outbound calling system Appointment reminders for energy assistance and discount rate recertification Appointment reminders for energy assistance and discount rate recertification Creating a payment option for low income customers utilizing the winter moratorium allowances (no shut-offs during winter) Creating a payment option for low income customers utilizing the winter moratorium allowances (no shut-offs during winter) Implementing a grant program for 501c3 organizations Implementing a grant program for 501c3 organizations Creating a water assistance program Creating a water assistance program