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PURA Files Request For Comments In Energy Affordability Annual Review
From Notice:
[ *** ] To facilitate the continued evaluation of the Companies’ energy affordability and arrearage management offerings, the Authority requests that Participants file written comments on or before 4:00 P.M. on Wednesday, July 10, 2024, addressing the following:
1. Provide comments on UI’s proposal to transition credit and collections calls from third-party vendor customer service representatives (CSRs) to internal CSRs, filed as Motion No. 5 in this proceeding, including but not limited to, discussion of the following items:
a. The estimated implementation cost to transition 35% of credit and collections calls from a third-party call center to UI’s internal company CSRs;
b. The proposal to transition credit and collections calls to a new third-party vendor, Alorica; and c. The assumptions included in UI’s assessment and ultimate proposal pursuant to Order No. 31 of the UI Rate Case Decision. If such assumptions are found incomplete or unsatisfactory, provide alternatives for consideration.
2. Provide comments on UI’s proposed customer experience initiative under the Customer Journey Redesign Program, filed as Motion No. 6 in this proceeding, that aims to improve customers’ experience with CSRs and other non-digital engagement avenues.
3. Provide comments on the Companies’ Plan, filed as Motion No. 7 in this proceeding, including but not limited to, discussion of the following:
a. The proposed modifications to implement “New MPP;” 6
b. Whether New MPP should incorporate two phases, and explain why or why not;
c. The proposed method to encourage New MPP participants to apply for Connecticut Energy Assistance Program funds;
d. The proposals to cease offering the voluntary Arrearage Forgiveness Programs, Eversource’s New Start Program, and UI’s Bill Forgiveness Program;
e. Each Company’s proposed education and outreach plan, as well as accompanying communications materials; and
f. Concerns regarding collections practices and the proposed modifications to address past due balances.
4. Provide comments on any additional topics and/or recommendations regarding the Companies’ Plan or other filings.
Notice of Request for Written Comments (06/18/2024)
24-05-01 (10/13/2023)
(Annual Review Of Affordability Programs And Offerings (Energy Affordability Annual Review)
