WEBVTT 00:00:00.200 --> 00:00:02.307 Thank you for your patience. 00:00:03.222 --> 00:00:06.639 (energetic upbeat music) 00:00:29.271 --> 00:00:32.104 (energetic music) 00:00:53.765 --> 00:00:55.750 And every other... 00:01:10.384 --> 00:01:14.551 (woman speaking foreign language) 00:07:40.792 --> 00:07:43.420 Welcome to WebEx, enter your access code 00:07:43.420 --> 00:07:45.593 or meeting number followed by pound. 00:09:34.950 --> 00:09:37.760 Help customers through those programs to get 00:09:37.760 --> 00:09:39.623 through this COVID crisis. 00:09:40.660 --> 00:09:41.493 And we'll talk a little bit 00:09:41.493 --> 00:09:44.650 about the energy efficiency programs 00:09:44.650 --> 00:09:46.720 and how some modifications were made 00:09:46.720 --> 00:09:50.410 to the program delivery in these times. 00:09:50.410 --> 00:09:52.260 And then finally, I'll just make a note 00:09:52.260 --> 00:09:56.060 that we have internally a process whereby our staff 00:09:56.060 --> 00:09:59.010 are collecting data from the utilities 00:09:59.010 --> 00:10:02.530 on customer energy usage on both the electric 00:10:02.530 --> 00:10:06.620 and natural gas side as well as disconnection metrics 00:10:06.620 --> 00:10:09.920 under collection and under collectibles metrics, 00:10:09.920 --> 00:10:11.890 a variety of metrics that are of interest 00:10:11.890 --> 00:10:15.550 to the Commissioners, so that they can monitor very closely 00:10:15.550 --> 00:10:19.330 the status of these issues, and they're being provided 00:10:19.330 --> 00:10:21.880 those reports internally on a bi-weekly basis, 00:10:21.880 --> 00:10:24.280 and that informs them and ensures 00:10:24.280 --> 00:10:27.660 that we have a good dialogue with the staff 00:10:27.660 --> 00:10:29.210 that are tracking those issues. 00:10:30.500 --> 00:10:35.500 Next slide, please, this slide basically just emphasizes 00:10:36.280 --> 00:10:39.170 what we all know, which is that the COVID crisis is real, 00:10:39.170 --> 00:10:42.960 it's serious, and it's having a substantial impact. 00:10:42.960 --> 00:10:47.690 And therefore so many things in our economy 00:10:47.690 --> 00:10:50.793 are being oriented around adapting to this situation. 00:10:52.030 --> 00:10:57.030 Next slide, in April of 2020, 00:10:57.690 --> 00:11:01.540 the Commission issued resolution M-4842 00:11:01.540 --> 00:11:04.690 which directs the energy, water and communication companies 00:11:04.690 --> 00:11:09.020 to apply customer protections for up to a year 00:11:09.020 --> 00:11:12.010 through April of 2021. 00:11:12.010 --> 00:11:15.240 The resolution places a moratorium on gas 00:11:15.240 --> 00:11:17.610 and electric disconnections of residential 00:11:17.610 --> 00:11:19.442 and small commercial customers 00:11:19.442 --> 00:11:21.853 from our payment until April, 2021. 00:11:23.460 --> 00:11:26.360 The utilities generally require some customers 00:11:26.360 --> 00:11:30.250 who pay bills late or are disconnected for nonpayment 00:11:30.250 --> 00:11:33.100 to re-establish credit by paying a deposit. 00:11:33.100 --> 00:11:36.330 Which can be up to twice the average monthly bill, 00:11:36.330 --> 00:11:40.610 and the utilities may also assess late fees and interest. 00:11:40.610 --> 00:11:42.960 The resolution orders, the IOUs 00:11:42.960 --> 00:11:45.313 to suspend these practices for one year. 00:11:47.040 --> 00:11:50.850 Payment plans are an important tool for preserving access 00:11:50.850 --> 00:11:52.290 to utility service for the customers 00:11:52.290 --> 00:11:55.250 that are struggling pay their bills. 00:11:55.250 --> 00:11:59.010 So the resolution orders the IOUs to provide payment plans 00:11:59.010 --> 00:12:01.000 with an initial payment of no greater 00:12:01.000 --> 00:12:03.460 than 20% of the amount due. 00:12:03.460 --> 00:12:06.150 And then with equal installments for the remainder 00:12:06.150 --> 00:12:09.710 of not less than 12 going cycles. 00:12:09.710 --> 00:12:12.340 For those customers who currently have service 00:12:12.340 --> 00:12:15.110 but then subsequently go into an arrearage, 00:12:15.110 --> 00:12:17.890 the utility is required to offer a payment plan 00:12:17.890 --> 00:12:19.960 with an initial payment and no greater than 20%. 00:12:19.960 --> 00:12:22.940 Again, with equal installments for the remainder 00:12:22.940 --> 00:12:24.840 of not less than eight growing cycles. 00:12:25.990 --> 00:12:28.210 A customer who's offered a payment plan, 00:12:28.210 --> 00:12:30.630 shall not be precluded from paying 00:12:30.630 --> 00:12:32.790 off the arrearage more quickly, 00:12:32.790 --> 00:12:35.410 and interest on the balance shall not accrue. 00:12:35.410 --> 00:12:38.900 So these were some of the payment plan protections 00:12:38.900 --> 00:12:41.060 that were included in the resolution. 00:12:41.060 --> 00:12:44.000 In addition, the resolution ordered the IOUs 00:12:44.000 --> 00:12:46.150 to support low-income residential customers 00:12:46.150 --> 00:12:49.640 by freezing standard and high usage reviews 00:12:49.640 --> 00:12:52.550 for CARE customers for at least one year. 00:12:52.550 --> 00:12:54.840 Also it required the IOUs 00:12:54.840 --> 00:12:57.560 to increase community outreach, to increase enrollment 00:12:57.560 --> 00:13:00.630 to raise the assistance limit amounts 00:13:00.630 --> 00:13:03.923 and to suspend CARE and FERA program removals. 00:13:05.210 --> 00:13:09.270 The hiatus on requirements for customers to recertify 00:13:09.270 --> 00:13:11.530 or complete post enrollment verification 00:13:11.530 --> 00:13:13.670 and bill discount programs has been 00:13:13.670 --> 00:13:16.740 the most impactful measure for increasing the accessibility 00:13:16.740 --> 00:13:19.103 of CARE and FERA during these times. 00:13:20.330 --> 00:13:23.380 And finally, the resolution directed all energy, water 00:13:23.380 --> 00:13:24.760 and telecommunication companies 00:13:24.760 --> 00:13:26.840 to enhance their public outreach 00:13:26.840 --> 00:13:30.180 on the additional production measures they're taking 00:13:30.180 --> 00:13:32.370 in response to the crisis. 00:13:32.370 --> 00:13:34.900 And this outreach builds off of prior direction 00:13:34.900 --> 00:13:37.520 that the PUC established requiring certain utility 00:13:37.520 --> 00:13:41.330 communications what I did to disasters. 00:13:41.330 --> 00:13:44.700 And these requirements to do more public outreach 00:13:44.700 --> 00:13:49.450 encouraged the utilities to do so in multiple languages, 00:13:49.450 --> 00:13:50.860 and multiple delivery formats 00:13:50.860 --> 00:13:52.763 to reach a wide range of customers. 00:13:54.730 --> 00:13:55.630 Next slide please. 00:13:58.560 --> 00:14:03.560 Back in April of this year, the PUC hosted a workshop 00:14:03.720 --> 00:14:07.860 with the objective of seeking input on the challenges faced 00:14:07.860 --> 00:14:10.840 by industries focused on customer oriented, 00:14:10.840 --> 00:14:14.390 clean energy programs during the COVID crisis. 00:14:14.390 --> 00:14:16.873 And to identify possible solutions there. 00:14:17.870 --> 00:14:22.450 There was a panel that looked at the challenges 00:14:22.450 --> 00:14:25.163 that were faced by the industry during COVID, 00:14:26.050 --> 00:14:28.760 and there were a number of different learnings 00:14:28.760 --> 00:14:30.910 that came out of that, and we learned that there 00:14:30.910 --> 00:14:32.570 were difficulties getting into homes 00:14:32.570 --> 00:14:36.400 to do behind the meter work or delays in inspections, 00:14:36.400 --> 00:14:39.440 cashflow issues for contractors and difficulty sourcing, 00:14:39.440 --> 00:14:42.590 personal protective equipment and inability 00:14:42.590 --> 00:14:46.870 to do in-person outreach in the San Joaquin Valley pilots 00:14:46.870 --> 00:14:47.943 that are ongoing. 00:14:50.183 --> 00:14:53.220 On that panel as well, we heard a number 00:14:53.220 --> 00:14:55.799 of different major highlights and themes, 00:14:55.799 --> 00:14:58.280 that there are varying restrictions across the state 00:14:58.280 --> 00:15:02.090 on construction activity, and that that's hard to track, 00:15:02.090 --> 00:15:05.690 and that Statewide organizations are looking 00:15:05.690 --> 00:15:08.030 to see the PUC provide more regulatory guidance 00:15:08.030 --> 00:15:11.705 over the utilities consistently across the state. 00:15:11.705 --> 00:15:14.970 That some municipal permitting processes have moved on 00:15:14.970 --> 00:15:17.833 to online formats easily but others have not, 00:15:19.450 --> 00:15:24.450 and that in some industries we're seeing significant layoffs 00:15:26.050 --> 00:15:29.443 and furloughs and pay cuts and having significant impacts. 00:15:30.770 --> 00:15:34.220 The second panel had to do with brainstorming solutions 00:15:34.220 --> 00:15:36.810 and among the proposed solutions were ideas 00:15:36.810 --> 00:15:41.270 to provide incentives upfront, extend product deadlines 00:15:41.270 --> 00:15:44.940 align them with more realistic construction timeframes, 00:15:44.940 --> 00:15:48.763 conduct virtual inspections and use digital media. 00:15:49.620 --> 00:15:50.960 In implementing new solutions, 00:15:50.960 --> 00:15:52.580 the parties discussed the importance 00:15:52.580 --> 00:15:57.580 of the total rate impact of any relief mechanisms 00:15:57.830 --> 00:15:59.970 and to ensure virtual outreach 00:15:59.970 --> 00:16:02.373 reaches low-income customers as well. 00:16:04.040 --> 00:16:08.330 As a result, the PUC staff worked with this information 00:16:08.330 --> 00:16:11.470 and used it to in follow up to the workshop 00:16:11.470 --> 00:16:16.470 and engage with the IOUs on their plans and put into place, 00:16:17.920 --> 00:16:21.460 some of these recommendations that were made by parties. 00:16:21.460 --> 00:16:24.670 And among them were to do more expanded outreach 00:16:24.670 --> 00:16:27.740 informing customers of their energy savings opportunities 00:16:27.740 --> 00:16:29.410 that are there for them. 00:16:29.410 --> 00:16:32.050 Also, there were some measures that were taken 00:16:32.050 --> 00:16:35.420 to implement work arounds and extensions 00:16:35.420 --> 00:16:37.320 for carrying out certain programs, 00:16:37.320 --> 00:16:39.650 such as the self generation incentive program 00:16:39.650 --> 00:16:42.000 and energy efficiency programs 00:16:42.000 --> 00:16:45.353 that traditionally require face-to-face interactions. 00:16:46.860 --> 00:16:49.953 Next slide please. (clears throat) 00:16:52.150 --> 00:16:55.150 So on the electric side there is something 00:16:55.150 --> 00:16:57.750 called the high usage charge which applies 00:16:57.750 --> 00:17:00.170 to residential tier grade customers 00:17:00.170 --> 00:17:04.100 with very high electric usage that exceeds 400% 00:17:04.100 --> 00:17:06.540 of their baseline quantity. 00:17:06.540 --> 00:17:10.877 And they're intended to be a price signal to 00:17:10.877 --> 00:17:14.850 and encourage conservation for those customers 00:17:14.850 --> 00:17:18.560 that have extremely high electric usage. 00:17:18.560 --> 00:17:21.080 But there was some concern that due 00:17:21.080 --> 00:17:23.080 to the stay at home orders, 00:17:23.080 --> 00:17:25.576 people would be consuming more electricity 00:17:25.576 --> 00:17:28.740 really without any ability to manage that, 00:17:28.740 --> 00:17:31.280 and that that would then cause them to go up 00:17:31.280 --> 00:17:36.000 and to be HUC usage rate levels 00:17:36.000 --> 00:17:39.003 that would then cause significant bill impacts. 00:17:40.200 --> 00:17:45.160 So in May of this year the PUC issued the decision 2005-13 00:17:46.150 --> 00:17:49.070 to temporarily reduce the high usage charge 00:17:49.070 --> 00:17:54.070 for the three large IOUs, from the 75% level 00:17:54.140 --> 00:17:59.140 of the tier two price to a 25% of the tier two price level. 00:18:01.300 --> 00:18:04.640 And this was done to provide a measurability 00:18:04.640 --> 00:18:08.380 to the customers, starting in June of 2020 00:18:08.380 --> 00:18:10.910 through the end of October. 00:18:10.910 --> 00:18:14.200 Later the PUC extended that price reduction 00:18:14.200 --> 00:18:15.790 so that it remains in effect 00:18:15.790 --> 00:18:18.410 until the PUC's executive director, 00:18:18.410 --> 00:18:20.960 tells the IOUs to return the high usage charge 00:18:20.960 --> 00:18:22.283 to its original levels. 00:18:24.290 --> 00:18:26.360 The PUC also adopted two decisions, 00:18:26.360 --> 00:18:28.020 one in April for PG&E 00:18:28.020 --> 00:18:30.420 and for Southern California Edison. 00:18:30.420 --> 00:18:34.640 And again in may for the smaller utilities, Liberty 00:18:34.640 --> 00:18:38.410 and Pacific Corp to mitigate the effects 00:18:38.410 --> 00:18:40.350 of increased residential electric bills 00:18:40.350 --> 00:18:42.010 when the pandemic started 00:18:42.010 --> 00:18:46.330 by taking the California climate credit 00:18:46.330 --> 00:18:48.680 for electric residential customers 00:18:48.680 --> 00:18:51.410 and advancing those payments so that 00:18:51.410 --> 00:18:54.570 they were received earlier in the year 00:18:54.570 --> 00:18:56.720 during the summer months when bills 00:18:56.720 --> 00:18:58.950 were expected to be highest. 00:18:58.950 --> 00:19:01.623 And so for PG&E and Southern California Edison 00:19:01.623 --> 00:19:05.210 they received their fall credit split between the months 00:19:05.210 --> 00:19:08.100 of May and June and the Liberty customers received 00:19:08.100 --> 00:19:10.840 their fall credit in July and Pacific core customers receive 00:19:10.840 --> 00:19:13.190 their fall credits split between June and July. 00:19:14.840 --> 00:19:16.690 There were some other measures that were taken 00:19:16.690 --> 00:19:20.820 for San Diego gas and electric customers. 00:19:20.820 --> 00:19:24.390 The PUC delayed an increase in core commercial 00:19:24.390 --> 00:19:29.390 and industrial bills on the gas side through December 31st 00:19:30.620 --> 00:19:35.190 of this year, with the resulting accrued under collections 00:19:35.190 --> 00:19:37.260 to be paid by that same customer class 00:19:37.260 --> 00:19:40.963 and amortized over two years, beginning next year. 00:19:42.150 --> 00:19:45.020 And for San Diego gas electric customers, 00:19:45.020 --> 00:19:48.020 PUC melded differential from tiered rates 00:19:48.020 --> 00:19:50.110 and the residential default time of use rates 00:19:50.110 --> 00:19:52.803 was reduced to help manage them bills. 00:19:55.120 --> 00:19:55.953 Next slide. 00:19:57.680 --> 00:20:01.730 Another major provision action that was taken was 00:20:01.730 --> 00:20:05.560 that the Commissions marketing campaign, 00:20:05.560 --> 00:20:10.260 the energy upgrade California brand and marketing campaign 00:20:10.260 --> 00:20:13.490 was reoriented to communicate to Californians 00:20:13.490 --> 00:20:16.980 about additional ways to save energy and reduce bills 00:20:16.980 --> 00:20:19.760 while spending more time at home during the pandemic, 00:20:19.760 --> 00:20:22.430 in April, we quickly pivoted the messaging 00:20:22.430 --> 00:20:25.610 from broader energy saving tips for residential 00:20:25.610 --> 00:20:26.970 and small business customers 00:20:26.970 --> 00:20:29.520 to focus on residential customers 00:20:29.520 --> 00:20:32.370 spending a greater amount of time at home. 00:20:32.370 --> 00:20:35.050 And this was done through a combination of TV 00:20:35.050 --> 00:20:38.240 and social media campaigns that were launched initially 00:20:38.240 --> 00:20:40.290 in April and have been ongoing since then 00:20:42.680 --> 00:20:43.513 Next slide. 00:20:45.580 --> 00:20:50.580 The CARE/FERA and ISA programs are designed 00:20:51.040 --> 00:20:55.000 to provide a support to assist low-income customers 00:20:55.000 --> 00:20:59.716 to pay their bills, and the PUC encourage the IOUs 00:20:59.716 --> 00:21:03.150 to support low-income and vulnerable populations 00:21:03.150 --> 00:21:05.590 through marketing to increase the enrollment 00:21:05.590 --> 00:21:08.293 and accessibility of these programs. 00:21:10.530 --> 00:21:15.530 And this was done through the utilities doing significantly 00:21:16.530 --> 00:21:19.870 more marketing and signing up our customers 00:21:19.870 --> 00:21:24.870 getting more enrollment, there was also a all party meeting 00:21:25.020 --> 00:21:28.690 for the CARE program that was held on May 22nd 00:21:28.690 --> 00:21:31.930 to discuss additional strategies for outreach 00:21:31.930 --> 00:21:36.370 and data sharing, and we will be seeing a presentation 00:21:36.370 --> 00:21:40.100 from Emma Johnston later in the workshop 00:21:40.100 --> 00:21:42.270 that will cover some of the program enrollment numbers 00:21:42.270 --> 00:21:45.263 that we've been seeing as a result of these activities, 00:21:46.900 --> 00:21:48.090 have PUC also directed the utilities 00:21:48.090 --> 00:21:50.420 to offer a 60 day advanced payment 00:21:50.420 --> 00:21:53.560 to contractors implementing the ISA program, 00:21:53.560 --> 00:21:56.040 which is a weatherization energy efficiency programs 00:21:56.040 --> 00:21:57.623 for income qualified customers. 00:21:59.020 --> 00:22:03.030 Shelter-in-place orders forced a hiatus on on-site work 00:22:03.030 --> 00:22:05.573 that made up the bulk of the ISA program, 00:22:06.690 --> 00:22:09.730 and 65 ISA implementers and contractors excepted 00:22:09.730 --> 00:22:11.920 over $42 million in advanced payments 00:22:11.920 --> 00:22:15.853 for labor and non-labor costs during the program suspension. 00:22:19.330 --> 00:22:23.890 The IOUs also temporary are also temporary allowing 00:22:23.890 --> 00:22:27.193 a self-certification of income via an affidavit. 00:22:28.810 --> 00:22:32.760 Next slide, some actions that have been taken 00:22:32.760 --> 00:22:35.520 on the energy efficiency program side, 00:22:35.520 --> 00:22:39.800 one is that most of the programs they typically require 00:22:39.800 --> 00:22:43.920 a face-to-face contact, and this was suspended 00:22:43.920 --> 00:22:45.690 around March of this year, 00:22:45.690 --> 00:22:50.170 and that suspension was subsequently lifted 00:22:50.170 --> 00:22:53.520 in May and early June of this year. 00:22:53.520 --> 00:22:57.490 The programs have transitioned to onsite inspections 00:22:57.490 --> 00:23:00.130 now with technical assistance and audits, training, 00:23:00.130 --> 00:23:02.070 and evaluation activities, 00:23:02.070 --> 00:23:05.320 moving to virtual platforms when possible. 00:23:05.320 --> 00:23:06.730 They're also offering higher rebates 00:23:06.730 --> 00:23:08.920 for certain measures and programs. 00:23:08.920 --> 00:23:11.810 And all of the energy efficiency program administrators 00:23:11.810 --> 00:23:16.380 are required to file new business plans by September of 2021 00:23:16.380 --> 00:23:21.380 because of the COVID-19 crisis for a ruling in July. 00:23:24.590 --> 00:23:25.540 Next slide, please. 00:23:27.430 --> 00:23:30.140 So turning to the topics of the day this workshop 00:23:30.140 --> 00:23:35.140 will explore basically what has happened 00:23:35.620 --> 00:23:40.620 in the energy sector, since the workshop that we held 00:23:41.870 --> 00:23:45.213 in April, what has changed, what do we need to be aware of? 00:23:46.090 --> 00:23:50.410 And so that we can be informed as to what potential actions 00:23:50.410 --> 00:23:54.163 to the PUC may need to take to respond to that. 00:23:55.540 --> 00:23:59.210 Also how our customers have impacted as shown by the data 00:23:59.210 --> 00:24:02.520 and as heard through customer contacts 00:24:02.520 --> 00:24:05.933 that are contacting the utilities and the CPC. 00:24:06.850 --> 00:24:09.450 We're also gonna be looking at what will be the impact 00:24:09.450 --> 00:24:14.250 of lifting the disconnections moratorium in April of 2021 00:24:15.180 --> 00:24:18.140 and what innovative solutions from other states put this 00:24:18.140 --> 00:24:22.513 you've used to explore to help customers in this time. 00:24:24.490 --> 00:24:25.390 Next slide please. 00:24:27.810 --> 00:24:31.810 Just a walk through of the agenda, so our first segment 00:24:31.810 --> 00:24:35.450 is treating the basically an assessment 00:24:35.450 --> 00:24:37.870 of current customer impacts. 00:24:37.870 --> 00:24:39.990 At 9:30 we'll be looking at some of the data 00:24:39.990 --> 00:24:41.920 and what the data is telling us. 00:24:41.920 --> 00:24:46.030 And then at 9:50, we'll have a panel to hear 00:24:46.030 --> 00:24:49.340 from panelists about what we're hearing from customers based 00:24:49.340 --> 00:24:52.780 on their work with customers and what are some 00:24:52.780 --> 00:24:56.000 of the key trends and insights that are out there 00:24:56.000 --> 00:24:59.930 that we should be aware of and potentially responding to. 00:24:59.930 --> 00:25:03.120 And we'll then turn to Q&A and take a break. 00:25:03.120 --> 00:25:05.180 And then the second segment will be 00:25:05.180 --> 00:25:10.050 on identifying potential new actions that the CPC could take 00:25:10.050 --> 00:25:14.230 to address customer impacts, beginning at 11:00 am 00:25:14.230 --> 00:25:17.510 with current California policies. 00:25:17.510 --> 00:25:22.390 And then at 11:10, we will have a panel to get ideas 00:25:22.390 --> 00:25:24.280 about what's going on in other states 00:25:24.280 --> 00:25:25.773 and with other utilities, 00:25:26.620 --> 00:25:31.620 and panelists may address other states actions 00:25:32.220 --> 00:25:35.060 that they're taking to protect customers in this time, 00:25:35.060 --> 00:25:38.550 and we'll learn from what's going on in other states. 00:25:38.550 --> 00:25:41.340 And then we'll go to Q&A with the audience 00:25:41.340 --> 00:25:44.463 and that will wrap us up for the day. 00:25:46.400 --> 00:25:49.570 So with that, I think it's time now to turn back 00:25:49.570 --> 00:25:53.510 to the remainder of the workshop agenda. 00:25:53.510 --> 00:25:54.510 Thank you very much. 00:25:57.020 --> 00:26:00.123 Wonderful, thank you Simon. 00:26:00.123 --> 00:26:02.470 And I also wanna recognize that we have 00:26:02.470 --> 00:26:05.803 (indistinct chattering) 00:26:07.620 --> 00:26:08.770 with us as well. 00:26:08.770 --> 00:26:13.260 So that's wonderful as we move into our next segment 00:26:13.260 --> 00:26:16.360 where we're all first hear from Emma Johnston 00:26:17.248 --> 00:26:20.140 on what the data are telling us the impact 00:26:20.140 --> 00:26:21.880 to customers from COVID. 00:26:28.880 --> 00:26:29.713 Thank you, 00:26:29.713 --> 00:26:31.993 I think we can move on to the next slide. 00:26:39.600 --> 00:26:42.450 Great, so my name is Emma Johnston 00:26:42.450 --> 00:26:45.490 and I'm an at the CPC, and I'm just going to be going 00:26:45.490 --> 00:26:48.180 over some broad trends that we've observed 00:26:48.180 --> 00:26:51.680 since the beginning of the pandemic in March, 00:26:51.680 --> 00:26:53.080 we can go to the next slide. 00:26:54.410 --> 00:26:56.380 So these are four broad trends that we've seen 00:26:56.380 --> 00:26:58.340 across the forum large IOUs. 00:26:58.340 --> 00:27:01.430 So that's PG&E, Southern California Edison, 00:27:01.430 --> 00:27:03.680 SoCalGas and STG&E. 00:27:03.680 --> 00:27:06.610 So the first is that residential customer energy usage 00:27:06.610 --> 00:27:09.310 has increased which you already talked a little bit about. 00:27:09.310 --> 00:27:10.590 The second is the enrollment 00:27:10.590 --> 00:27:13.870 in our bill assistance payment programs has increased. 00:27:13.870 --> 00:27:16.650 The third is that customers are having larger 00:27:16.650 --> 00:27:20.020 and older arrearages, and the fourth is that the number 00:27:20.020 --> 00:27:22.990 of customers with bill payment arrangements 00:27:22.990 --> 00:27:27.273 has decreased overall, we can go to the next slide. 00:27:28.360 --> 00:27:29.670 So this is the first trend 00:27:29.670 --> 00:27:33.530 that residential customer energy usage has increased, 00:27:33.530 --> 00:27:36.430 so for both electric and gas, we've seen an increase 00:27:36.430 --> 00:27:40.710 in residential customer energy usage and a decrease 00:27:40.710 --> 00:27:45.520 in commercial and industrial energy usage. 00:27:45.520 --> 00:27:48.850 So there's been less pronounced increase for gas, 00:27:48.850 --> 00:27:51.500 just we've been in summer months 00:27:51.500 --> 00:27:52.900 in a more pronounced increase 00:27:52.900 --> 00:27:55.420 for electric for residential usage. 00:27:55.420 --> 00:28:00.060 And this is comparing March to September, 2019 energy usage 00:28:00.060 --> 00:28:03.693 versus March to September, 2020 energy usage. 00:28:05.162 --> 00:28:06.762 And we can go to the next slide. 00:28:09.400 --> 00:28:11.800 So this is just another way of looking 00:28:11.800 --> 00:28:16.800 at that same information and this plot 2020 electric usage 00:28:17.738 --> 00:28:20.200 versus 2019 electric usage. 00:28:20.200 --> 00:28:23.580 So a percent increase would be above that gear align. 00:28:23.580 --> 00:28:27.400 And we see that for residential CARE and lawn care 00:28:27.400 --> 00:28:29.580 for all months from March to October, 00:28:29.580 --> 00:28:32.850 there's been an increase for these customers 00:28:32.850 --> 00:28:36.690 in electric usage, starting with the beginning 00:28:36.690 --> 00:28:38.690 of the pandemic and people staying at home 00:28:38.690 --> 00:28:41.810 and working from home and going to school from home. 00:28:41.810 --> 00:28:46.410 And then we see a decrease. 00:28:46.410 --> 00:28:49.920 So for all, and in commercial customers 00:28:49.920 --> 00:28:52.940 we're seeing their usage has decreased 00:28:52.940 --> 00:28:55.890 and they're below that zero line. 00:28:55.890 --> 00:28:57.340 You can go to the next slide. 00:28:59.720 --> 00:29:04.720 And then this is this information for gas usage 00:29:04.980 --> 00:29:08.240 to the percent increase for residential customers 00:29:08.240 --> 00:29:09.800 has been a little less pronounced 00:29:09.800 --> 00:29:12.260 but for most months from March to October, 00:29:12.260 --> 00:29:14.920 you can see those lights green dots 00:29:14.920 --> 00:29:18.940 are residential customers and they're above that zero line. 00:29:18.940 --> 00:29:22.110 So we've seen a percent increase for gas usage, 00:29:22.110 --> 00:29:24.990 and then a percent decrease for commercial 00:29:24.990 --> 00:29:26.603 and industrial usage. 00:29:28.383 --> 00:29:30.879 We can go to the next slide please. 00:29:30.879 --> 00:29:33.310 And then, so this is the second term that we've seen 00:29:33.310 --> 00:29:34.350 which is that enrollment 00:29:34.350 --> 00:29:36.300 in our bill payment assistance programs 00:29:36.300 --> 00:29:38.713 that are income qualified has increased. 00:29:39.770 --> 00:29:44.770 So for CARE, we've seen an 11% increase in enrollment 00:29:44.850 --> 00:29:46.890 from March to September, 2020 00:29:46.890 --> 00:29:51.810 which represents about 507,000 new customers for CARE. 00:29:51.810 --> 00:29:54.790 For FERA we've seen a 41% increase in enrollment 00:29:54.790 --> 00:29:57.550 from March to September, 2020 which represents 00:29:57.550 --> 00:30:01.510 around 22,000 new customers for FERA. 00:30:01.510 --> 00:30:04.800 So FERA had been under enrolled historically. 00:30:04.800 --> 00:30:06.000 So it makes sense that we're seeing 00:30:06.000 --> 00:30:08.200 a larger percent increase for this program 00:30:08.200 --> 00:30:11.470 than we are seeing for CARE because our penetration rate 00:30:11.470 --> 00:30:14.630 or the number of customers that are enrolled for CARE 00:30:14.630 --> 00:30:19.150 is a lot higher in months that are not COVID month 00:30:19.150 --> 00:30:23.223 just in regular normal quote unquote normal time. 00:30:25.910 --> 00:30:27.320 And another important thing to note 00:30:27.320 --> 00:30:32.260 is that we've suspended some of the recertification 00:30:32.260 --> 00:30:35.840 and enrollment requirements for both of these programs 00:30:35.840 --> 00:30:39.050 which could also help explain some of that increase, 00:30:39.050 --> 00:30:40.900 and then we can go to the next slide. 00:30:42.880 --> 00:30:47.530 So this graph shows the percent of residential customers 00:30:47.530 --> 00:30:51.030 that are enrolled in CARE, broken down by each IOU. 00:30:51.030 --> 00:30:54.340 So you can see that since March, there's been an increase 00:30:54.340 --> 00:30:56.877 all four of the large IOUs, 00:30:56.877 --> 00:30:59.950 and that dotted line shows the increase overall. 00:30:59.950 --> 00:31:04.080 So first of SoCalGas, we can see that the increase 00:31:04.080 --> 00:31:05.490 has been most pronounced as well 00:31:05.490 --> 00:31:08.350 as first Southern California Edison, 00:31:08.350 --> 00:31:12.373 and then PG&E and SDG&E below that. 00:31:14.048 --> 00:31:19.048 But there's been an about 3% increase overall 00:31:19.200 --> 00:31:21.550 in this percent of total residential customers 00:31:21.550 --> 00:31:26.550 that are enrolled in CARE from March until September, 00:31:26.600 --> 00:31:28.063 we can go to the next slide. 00:31:33.770 --> 00:31:37.210 And then this graph just shows the percent change month 00:31:37.210 --> 00:31:41.800 over month in CARE and FERA enrollment since February of, 00:31:41.800 --> 00:31:44.270 so since the beginning of the year 00:31:44.270 --> 00:31:47.560 and you can see that there's a pretty large spike 00:31:47.560 --> 00:31:50.330 in April, especially for FERA. 00:31:50.330 --> 00:31:54.413 And then there was another spike in August for enrollment. 00:31:57.550 --> 00:31:59.300 We can go to the next slide please. 00:32:00.430 --> 00:32:02.860 So this third trend that we're seeing 00:32:02.860 --> 00:32:06.210 is that customers have larger and older arrearages. 00:32:06.210 --> 00:32:10.480 So for this slide, we are comparing the number of customers 00:32:10.480 --> 00:32:12.250 with their arrearages by a not owed, 00:32:12.250 --> 00:32:17.055 and we're looking at September, 2019 versus September, 2020. 00:32:17.055 --> 00:32:19.340 So we used the same month to try and cancel out 00:32:19.340 --> 00:32:21.713 for other factors that might be affecting this. 00:32:22.707 --> 00:32:25.300 So this graph on the left-hand side, 00:32:25.300 --> 00:32:30.300 you can see that overall the number of customers 00:32:30.540 --> 00:32:34.370 with the arrearages in September, 2019 versus 2020 00:32:34.370 --> 00:32:36.340 has not actually increased, 00:32:36.340 --> 00:32:37.800 there's actually been a slight decrease 00:32:37.800 --> 00:32:39.607 in customers with arrearage. 00:32:40.910 --> 00:32:43.560 And this information is broken down by amount 00:32:43.560 --> 00:32:45.730 is kind of hard to see because you can see the bulk 00:32:45.730 --> 00:32:50.730 of customers still have that $500 or less in arrearages. 00:32:51.060 --> 00:32:53.480 But then when we take a closer look at the graph 00:32:53.480 --> 00:32:57.450 on the right hand side, which breaks down the percent change 00:32:57.450 --> 00:33:00.090 of customers with certain overages announced 00:33:00.090 --> 00:33:03.670 in September 2019 versus 2020, 00:33:03.670 --> 00:33:06.550 we can see that there's been a substantial percent increase 00:33:06.550 --> 00:33:09.309 in the number of customers with these issue, 00:33:09.309 --> 00:33:14.309 especially for that over $500 in every urge amount. 00:33:15.420 --> 00:33:18.940 So for example, if we zoom in on the fact that 00:33:19.820 --> 00:33:23.750 for CARE and FARE customers the number of customers 00:33:23.750 --> 00:33:26.890 with over a thousand dollars in arrearages 00:33:26.890 --> 00:33:29.643 has increased over 400%. 00:33:31.490 --> 00:33:34.470 So I think this kind of just shows something 00:33:34.470 --> 00:33:37.120 that we probably already are aware of, which is the fact 00:33:37.120 --> 00:33:39.550 that the economic impacts of the pandemic are having 00:33:39.550 --> 00:33:43.490 the biggest impact on customers that were already 00:33:44.542 --> 00:33:47.320 in lower income brackets at the beginning of the pandemic 00:33:47.320 --> 00:33:49.190 or prior to it. 00:33:49.190 --> 00:33:53.400 And then these statistics at the bottom of the screen show 00:33:53.400 --> 00:33:58.400 that, so just how many customers that represent. 00:34:00.360 --> 00:34:05.210 So until the percent increase for CARE and FERA 00:34:05.210 --> 00:34:09.340 and the number of customers that represents 00:34:09.340 --> 00:34:13.213 those combined categories, and we can go to the next slide. 00:34:16.650 --> 00:34:20.490 So basically this graph shows the information 00:34:20.490 --> 00:34:23.320 that I just described in the previous slide, 00:34:23.320 --> 00:34:25.923 but broken down by each of the four IOUs. 00:34:26.940 --> 00:34:29.000 So you can see that there's a common trend 00:34:29.000 --> 00:34:31.920 for all four IOUs that you're seeing the largest increase 00:34:31.920 --> 00:34:36.920 in that 1,000 to $2,000 and over $2,000 categories 00:34:36.990 --> 00:34:39.510 for percent change in arrearage amount. 00:34:39.510 --> 00:34:43.500 And this is again, looking at September 2019 versus 2020. 00:34:43.500 --> 00:34:46.200 You can see that for the less than $500 in arrearages. 00:34:48.800 --> 00:34:50.580 The number of customers, there's actually 00:34:50.580 --> 00:34:52.490 going to percent decrease in customers 00:34:52.490 --> 00:34:54.497 with that lowest on arrearage. 00:34:56.100 --> 00:34:57.500 We can go to the next slide. 00:34:59.770 --> 00:35:02.750 So instead of showing the total number of customers 00:35:02.750 --> 00:35:04.260 with the arrearages is vicious, 00:35:04.260 --> 00:35:07.250 so the outstanding dollar amount, 00:35:07.250 --> 00:35:11.350 so the outstanding customer balances owed to all four 00:35:11.350 --> 00:35:16.230 of those IOUs for September, 2019 versus September, 2020 00:35:16.230 --> 00:35:21.230 for the left two columns show how much money was owed 00:35:21.440 --> 00:35:23.900 that was aging one month, 00:35:23.900 --> 00:35:26.550 so one month old and outstanding balances 00:35:26.550 --> 00:35:30.470 the second two columns in the middle so aging two months 00:35:30.470 --> 00:35:33.100 in the right to column and show aging three months. 00:35:33.100 --> 00:35:35.560 And you can see that the largest increase 00:35:35.560 --> 00:35:40.560 has been in those arrearages that are three plus months old. 00:35:42.480 --> 00:35:47.480 So the arrearage amounts are older than they were in 2019. 00:35:50.190 --> 00:35:52.180 And this is again looking at a snapshot 00:35:52.180 --> 00:35:55.290 of what we where we were at in September, 2019 00:35:55.290 --> 00:35:58.893 versus September, 2020 year to date. 00:36:00.300 --> 00:36:02.250 And we can go to the next slide please. 00:36:03.910 --> 00:36:08.910 One more thing we wanted to know is that, so the resolution 00:36:09.370 --> 00:36:12.850 that provided emergency customer protection for residential 00:36:12.850 --> 00:36:16.520 and small commercial customers, did not cover medium 00:36:16.520 --> 00:36:18.560 and large commercial customers. 00:36:18.560 --> 00:36:21.310 So there are on medium and large commercial customers 00:36:21.310 --> 00:36:22.480 who haven't paid their bills 00:36:22.480 --> 00:36:25.270 and have not arranged a payment plan, 00:36:25.270 --> 00:36:27.990 and are at imminent risk of disconnection. 00:36:27.990 --> 00:36:32.470 We estimate that there are probably six to 7,000 medium 00:36:32.470 --> 00:36:33.760 and large commercial customers 00:36:33.760 --> 00:36:37.100 at some risk of disconnection, so not in the net risk 00:36:37.100 --> 00:36:40.980 but at potential risk of being disconnected in the future 00:36:40.980 --> 00:36:43.553 if they don't enroll in one of those payment plan. 00:36:46.130 --> 00:36:47.773 We can go to the next slide. 00:36:49.507 --> 00:36:50.680 So this is the fourth and final trend, 00:36:50.680 --> 00:36:53.040 which is that across the utility. 00:36:53.040 --> 00:36:55.820 So on the aggregate, the number of customers 00:36:55.820 --> 00:36:58.990 with bill payment arrangements has decreased overall 00:36:58.990 --> 00:37:01.370 since the beginning of the year. 00:37:01.370 --> 00:37:04.070 So this shows the customers with three plus months 00:37:04.070 --> 00:37:06.740 bill payment arrangement, and you can see that 00:37:06.740 --> 00:37:09.330 at the beginning of the year there are 00:37:09.330 --> 00:37:12.110 around 160,000 customers 00:37:12.110 --> 00:37:14.910 on these longer payment arrangement plans. 00:37:14.910 --> 00:37:17.350 And then in September, 00:37:17.350 --> 00:37:21.623 it's dropped down to around 97,000 customers. 00:37:22.998 --> 00:37:23.831 And this is the trend, 00:37:23.831 --> 00:37:26.450 the trend like aggregated across the utilities, 00:37:26.450 --> 00:37:28.580 but we're gonna see a little bit of a difference 00:37:28.580 --> 00:37:30.583 when we break it down by utility. 00:37:33.150 --> 00:37:36.610 I guess, so the utilities are sort of speculating 00:37:36.610 --> 00:37:40.474 that this might be because of the disconnection moratorium 00:37:40.474 --> 00:37:43.190 and the fact that people's power 00:37:43.190 --> 00:37:44.888 is not going to be shut off, 00:37:44.888 --> 00:37:48.240 there's less of an incentive to enroll in one 00:37:48.240 --> 00:37:50.690 of these bill payment arrangements despite the fact 00:37:50.690 --> 00:37:54.140 that as we saw from some of the previous slides, 00:37:54.140 --> 00:37:55.340 people's arrearage amounts 00:37:55.340 --> 00:37:58.020 are really pretty quickly increasing 00:37:58.020 --> 00:38:00.763 in those larger original categories. 00:38:01.610 --> 00:38:04.900 So this could be sort of like an impending problem 00:38:06.200 --> 00:38:07.610 if it's not addressed. 00:38:07.610 --> 00:38:09.860 And then we can go to the next slide, please. 00:38:10.720 --> 00:38:14.860 So this shows the percent increase in customers 00:38:14.860 --> 00:38:19.276 with those longer bill payment arrangements 00:38:19.276 --> 00:38:21.770 and it breaks it down by IOU. 00:38:21.770 --> 00:38:24.241 So you can see it's a little bit different 00:38:24.241 --> 00:38:28.573 a little bit different, by IOU and that for SDG&E 00:38:30.090 --> 00:38:33.520 and for SoCalGas we saw a pretty large increase 00:38:33.520 --> 00:38:35.503 at the beginning of the pandemic and customers 00:38:35.503 --> 00:38:36.520 that were seeking out 00:38:36.520 --> 00:38:38.810 these longer bill payment arrangements. 00:38:38.810 --> 00:38:41.100 And then it's sort of leveled off 00:38:41.100 --> 00:38:42.823 for all the utilities since then. 00:38:45.636 --> 00:38:48.240 We can go to the next slide. 00:38:48.240 --> 00:38:50.680 And this information compares... 00:38:50.680 --> 00:38:53.340 So the previous two slides were sort of showing 00:38:53.340 --> 00:38:54.990 what the percent change has been, 00:38:55.862 --> 00:38:59.940 it's just the beginning of 2019, I mean, 2020, sorry. 00:38:59.940 --> 00:39:03.070 From here and this information shows 00:39:03.070 --> 00:39:08.070 how our 2020 information data compares to data from 2019. 00:39:09.870 --> 00:39:13.340 So you can see that for SDG&E and SoCalGas 00:39:15.720 --> 00:39:18.400 sorry for STG&E and in Southern California Edison 00:39:18.400 --> 00:39:21.050 there's actually been a pretty substantial increase 00:39:21.050 --> 00:39:24.500 in the percent percent of customers with those three 00:39:24.500 --> 00:39:28.620 plus month payment arrangements for 2019 versus 2020. 00:39:28.620 --> 00:39:32.220 But then there has been a decrease for PG&E 00:39:32.220 --> 00:39:37.220 and for SoCalGas because PG&E has the highest amount 00:39:38.900 --> 00:39:42.230 of customers is what's sort of driving this trend 00:39:42.230 --> 00:39:45.820 of seeing fewer customers 00:39:45.820 --> 00:39:47.953 in these long payment arrangements. 00:39:49.940 --> 00:39:52.430 And then we can go to the next slide. 00:39:52.430 --> 00:39:55.870 And then we can pause for questions now, 00:39:55.870 --> 00:40:00.390 we have utility experts on the line too. 00:40:00.390 --> 00:40:02.920 There'll be able to answer any utility specific questions 00:40:02.920 --> 00:40:05.547 you might have, and we also have energy division staff 00:40:05.547 --> 00:40:10.160 better subject matter experts in this than I am 00:40:10.160 --> 00:40:12.360 that we'll be able to answer your questions. 00:40:20.410 --> 00:40:22.597 So, hi, this is Amy from energy division. 00:40:22.597 --> 00:40:25.910 So let's open it up to Commissioners 00:40:25.910 --> 00:40:28.870 if you have any questions on the data, 00:40:28.870 --> 00:40:32.713 please feel free to unmute yourselves and ask your question. 00:40:37.400 --> 00:40:40.780 Okay, this is Commissioner Guzman thank you very much 00:40:40.780 --> 00:40:45.780 that was really helpful and very concerning. 00:40:47.880 --> 00:40:51.000 I had one comment and then a question one was just 00:40:51.000 --> 00:40:53.630 and I know that Ben is gonna be speaking of this, 00:40:53.630 --> 00:40:56.210 but I did just wanna clarify for folks 00:40:56.210 --> 00:41:01.210 that some of the interim protection have been made permanent 00:41:01.970 --> 00:41:05.140 particularly that provisions on reconnection fees 00:41:05.140 --> 00:41:08.430 and deposit fees are no longer required at all. 00:41:08.430 --> 00:41:11.300 So those are not contingent on the order. 00:41:11.300 --> 00:41:16.300 As well as the payment plan duration, and that 12 months 00:41:18.500 --> 00:41:22.610 has to be offered for a customer 00:41:22.610 --> 00:41:24.890 can be disconnected moving forward. 00:41:24.890 --> 00:41:27.290 So I just wanted to make that point, 00:41:27.290 --> 00:41:29.570 now I know it'll be made later. 00:41:29.570 --> 00:41:31.703 A question for Emma, which is, 00:41:33.970 --> 00:41:36.670 I think at one point I heard you say 00:41:36.670 --> 00:41:41.670 that the increase in CARE participation was only 3%. 00:41:41.790 --> 00:41:46.296 And I also heard you say it was 11% 00:41:46.296 --> 00:41:47.746 and maybe ask you to clarify. 00:41:50.326 --> 00:41:55.326 I think I must've made a mistake it's been at 11% 00:41:57.237 --> 00:41:59.430 of, Oh, actually I see what I see what you're asking. 00:41:59.430 --> 00:42:04.430 So the percent increase in CARE enrollment has been 11%, 00:42:05.190 --> 00:42:10.190 which is 507,000 new customers but 3% represents the fact 00:42:10.260 --> 00:42:14.490 that I think that at the beginning of the pandemic, 00:42:14.490 --> 00:42:19.100 around 26% of all of our residential customers 00:42:19.100 --> 00:42:23.970 were involved in CARE, and now around 29% 00:42:23.970 --> 00:42:26.250 of residential customers are enrolled in CARE. 00:42:26.250 --> 00:42:30.113 So overall for all of the utility customers, 00:42:30.113 --> 00:42:31.810 there has been an increase of those 00:42:31.810 --> 00:42:34.690 like three percentage points more... 00:42:34.690 --> 00:42:35.790 Year over year? 00:42:35.790 --> 00:42:36.910 Is that a year? 00:42:36.910 --> 00:42:40.460 I see, so does that mean there was a dip in enrollment 00:42:40.460 --> 00:42:45.460 pre COVID and then we gained 11% year over year to 3%. 00:42:48.976 --> 00:42:53.330 The 3% is just that, so across residential customers 00:42:53.330 --> 00:42:55.970 it was 26% of all residential customers 00:42:55.970 --> 00:43:00.970 were enrolled in CARE, and then now it's 29%. 00:43:01.930 --> 00:43:05.950 I can also check in some of these questions 00:43:05.950 --> 00:43:09.070 if there are more specifics and she's a subject matter, 00:43:09.070 --> 00:43:10.923 expert on CARE and FERA. 00:43:12.520 --> 00:43:14.190 Okay, no, that's helpful actually 00:43:14.190 --> 00:43:18.810 because it's a growth rate versus an overall rate. 00:43:18.810 --> 00:43:22.760 And I've been looking at that growth rate, 00:43:22.760 --> 00:43:25.930 I thought it was overall, so really in some sense, 00:43:25.930 --> 00:43:30.163 we really have a net 3% participation in CARE. 00:43:31.160 --> 00:43:33.473 Exactly, yeah. Thank you. 00:43:40.239 --> 00:43:44.660 This is Genevieve... 00:43:45.554 --> 00:43:47.503 Cliff, you can ask the question first. 00:43:50.029 --> 00:43:51.560 Go ahead Genevieve 00:43:52.932 --> 00:43:54.310 Okay, thank you. 00:43:54.310 --> 00:43:56.730 First of all, thank you for the presentation. 00:43:56.730 --> 00:44:01.730 Very, very insightful, on the number of people who are 00:44:04.053 --> 00:44:07.117 that there are less people on the payment plan. 00:44:07.117 --> 00:44:11.053 And I see that one of our panel members 00:44:11.053 --> 00:44:14.587 asked the question as well as far as, 00:44:14.587 --> 00:44:17.330 do any of our subject matter experts know 00:44:17.330 --> 00:44:19.930 why are there less people on the payment plan 00:44:21.750 --> 00:44:26.650 and is there a minimum 20% payment to get onto the plan? 00:44:26.650 --> 00:44:30.642 Or how does this comport with the proceeding 00:44:30.642 --> 00:44:35.642 that we had adopted out in terms of the handling arrearages? 00:44:37.390 --> 00:44:40.340 Any explanation as to why are there less people getting 00:44:40.340 --> 00:44:41.943 onto a payment plans? 00:44:49.820 --> 00:44:51.850 So I'm probably gonna pause 00:44:51.850 --> 00:44:55.180 and let a subject matter expert answer that question. 00:44:55.180 --> 00:44:57.690 Again, I kinda like to note that, 00:44:57.690 --> 00:45:02.690 so that increase that decrease in the number of customers 00:45:03.280 --> 00:45:06.960 that have gotten onto a payment plan has really been driven 00:45:06.960 --> 00:45:08.710 by just choosing utilities. 00:45:08.710 --> 00:45:10.630 And then for the other two utilities 00:45:10.630 --> 00:45:12.730 there's been an increase in the number of customers 00:45:12.730 --> 00:45:15.780 that have gotten on the payment plans. 00:45:15.780 --> 00:45:19.917 So the decrease that we're seeing is from PG&E 00:45:19.917 --> 00:45:23.010 and SoCalGas, which is driving down the total number 00:45:23.010 --> 00:45:25.750 of residential customers on payment plans. 00:45:25.750 --> 00:45:29.087 And then we've seen an increase for SDG&E and S&E 00:45:29.990 --> 00:45:34.750 and talking to PGD&E utility representatives 00:45:34.750 --> 00:45:37.270 they think that the reason is the answer 00:45:37.270 --> 00:45:40.930 that I had given previously which is that because 00:45:40.930 --> 00:45:43.010 of the disconnection moratorium, 00:45:43.010 --> 00:45:47.270 there's usually what sort of like prompts the customer 00:45:47.270 --> 00:45:50.350 to get onto a payment plan is that disconnection notice. 00:45:50.350 --> 00:45:53.580 And since the disconnection notice, is it being sent out, 00:45:53.580 --> 00:45:57.070 they don't have that reminder or sort of prompt to get 00:45:57.070 --> 00:46:01.420 on a payment plan, but if there's a subject matter expert 00:46:01.420 --> 00:46:05.424 on the line, that's able to answer that, thank you. 00:46:05.424 --> 00:46:06.892 Yeah, thank you. 00:46:06.892 --> 00:46:11.892 I think that, I thought I saw Marlene from PG&E. 00:46:25.470 --> 00:46:27.970 Okay, I am not the subject matter expert 00:46:27.970 --> 00:46:31.450 on credit, but we do have the credit expert on the line, 00:46:31.450 --> 00:46:36.450 but I do believe it is a functional what Emma just said 00:46:36.690 --> 00:46:40.660 that we have seen a much lower volume of calls going 00:46:40.660 --> 00:46:44.878 into the contact center since the COVID 00:46:44.878 --> 00:46:47.333 and the moratoriums went into place. 00:46:48.370 --> 00:46:52.190 In addition, I see Lorenza says that he cannot unmute, 00:46:52.190 --> 00:46:55.780 so I'll go ahead and answer, what we are in the process 00:46:55.780 --> 00:47:00.780 of doing now is creating the letter that will be sent out 00:47:02.270 --> 00:47:07.270 to the customers who are behind who have growing balances 00:47:07.870 --> 00:47:12.230 and to make them aware that their accounts are behind 00:47:12.230 --> 00:47:16.670 and providing them with some resources that they can access 00:47:16.670 --> 00:47:20.320 which includes payment arrangements if they choose 00:47:20.320 --> 00:47:23.040 to contact us and get on that payment arrangement 00:47:23.040 --> 00:47:25.350 extended period arrangements as well 00:47:25.350 --> 00:47:29.430 as heavily promoting the LIHEAP program. 00:47:29.430 --> 00:47:31.800 I recently chatted with Jason about this 00:47:31.800 --> 00:47:34.020 and we will be having Jason review the letter 00:47:34.020 --> 00:47:37.860 before he goes out, as we will be promoting heavily 00:47:37.860 --> 00:47:41.900 the LIHEAP program and all the other payment assistance 00:47:41.900 --> 00:47:44.570 that customers can access from PG&E. 00:47:47.800 --> 00:47:49.857 Thank you Marlene, thank you. 00:47:53.552 --> 00:47:54.823 Can I ask a question? 00:47:59.873 --> 00:48:00.706 Yeah. 00:48:04.860 --> 00:48:09.310 I had a question that CARE and FARE enrollments it looks 00:48:09.310 --> 00:48:13.720 like we had a pretty significant uptick in February, 00:48:13.720 --> 00:48:18.720 March, April, early months, it's been continuing to go up 00:48:18.840 --> 00:48:23.130 at lower amounts but leveling off over the summer 00:48:23.130 --> 00:48:26.420 and early fall, maybe we should add 00:48:26.420 --> 00:48:27.940 within Steve utilities this as well. 00:48:27.940 --> 00:48:31.260 Do we have an expectation that it's sort of reached a point 00:48:31.260 --> 00:48:36.260 of market saturation or do we expect more enrollments 00:48:38.190 --> 00:48:40.468 this part of it, depending on whether 00:48:40.468 --> 00:48:42.850 or not unemployment runs out stimulus payments run out, 00:48:42.850 --> 00:48:46.600 or where are we, do we feel like we got, you know, 00:48:46.600 --> 00:48:50.100 most of the customers who were in need of assistance 00:48:50.100 --> 00:48:53.160 with this early wave of outreach and other changes 00:48:53.160 --> 00:48:55.843 to the program, we feel like there's another, 00:48:55.843 --> 00:48:57.540 they got untapped potential, 00:48:57.540 --> 00:48:59.430 or is it just that we're waiting to see 00:48:59.430 --> 00:49:02.090 if the other shoe drops in terms of economic impacts, 00:49:02.090 --> 00:49:06.220 if you have a sense of that. 00:49:06.220 --> 00:49:08.120 This is Marlene from PG&E. 00:49:08.120 --> 00:49:10.360 Thank you, that's a good question, 00:49:10.360 --> 00:49:12.140 Commissioner Rechtschaffen. 00:49:13.260 --> 00:49:17.580 At PG&E, we have seen the penetration rates go up 00:49:19.390 --> 00:49:24.390 from 97% of the eligible customers up to 108%, 00:49:26.410 --> 00:49:29.970 which is where we are at and where we had forecasted 00:49:29.970 --> 00:49:33.154 that we would be somewhere by 106% 00:49:33.154 --> 00:49:37.987 of the estimated eligible population by the end of the year 00:49:39.110 --> 00:49:43.380 simply because we are not removing anyone from the program. 00:49:43.380 --> 00:49:46.240 And with a heavy marketing that has been done 00:49:46.240 --> 00:49:47.840 using both traditional 00:49:47.840 --> 00:49:51.150 and non-traditional marketing channels. 00:49:51.150 --> 00:49:56.100 We have seen certain promotion known channels really deliver 00:49:56.100 --> 00:50:01.100 very strong drive, very strong response, 00:50:01.230 --> 00:50:05.210 such as the digital Google marketing 00:50:10.162 --> 00:50:13.495 if somebody searches for EBT or CalFresh 00:50:15.663 --> 00:50:20.663 that it will pop up an ad about the CARE program. 00:50:21.570 --> 00:50:24.980 So we're trying all these new channels 00:50:24.980 --> 00:50:27.200 and they seem to be working well. 00:50:27.200 --> 00:50:30.460 We do expect that we will continue to see a little bit 00:50:30.460 --> 00:50:33.630 of growth, maybe getting up to 109%. 00:50:33.630 --> 00:50:37.680 We have also seen in our FERA enrollment 00:50:37.680 --> 00:50:42.680 that's gone from 13% pre COVID to 21% at present. 00:50:45.020 --> 00:50:48.620 So we do expect to see, but we think the majority 00:50:48.620 --> 00:50:52.420 of the customers who lost jobs 00:50:52.420 --> 00:50:57.220 have a definite would be gone to get the message 00:50:57.220 --> 00:50:58.720 and have been enrolling. 00:50:58.720 --> 00:51:03.090 So we expect to see a taper off even though 00:51:03.090 --> 00:51:06.397 on aggressive marketing will be continuing, thank you. 00:51:08.210 --> 00:51:10.123 Thank you Marlene, that's helpful. 00:51:12.970 --> 00:51:14.330 Martha, this is Maribel. 00:51:14.330 --> 00:51:15.910 I don't have any questions, 00:51:15.910 --> 00:51:19.865 this has been enormously helpful and as you said earlier, 00:51:19.865 --> 00:51:24.639 somewhat difficult to see some of these numbers 00:51:24.639 --> 00:51:28.500 knowing full well that our fellow Californians 00:51:28.500 --> 00:51:30.880 are really suffering, so thank you, 00:51:30.880 --> 00:51:34.492 very good data and good information. 00:51:34.492 --> 00:51:38.220 And I told Commissioners have asked clarifying questions 00:51:38.220 --> 00:51:39.733 that I had in mind, thank you on that, 00:51:39.733 --> 00:51:43.410 3% I was concerned about the same thing, Martha so. 00:51:43.410 --> 00:51:45.760 Thank you, and I'm looking forward 00:51:45.760 --> 00:51:48.163 to the further presentations. 00:51:51.860 --> 00:51:54.790 Okay great, thanks president Batjer. 00:51:54.790 --> 00:51:57.440 So Jillian, can you move on to the next slide please? 00:51:59.480 --> 00:52:01.995 Okay, so hi everyone, I'm Amy Mesrobian, 00:52:01.995 --> 00:52:04.980 I'm a supervisor in the CPC energy division 00:52:04.980 --> 00:52:07.890 and I'll be facilitating our first panel 00:52:07.890 --> 00:52:09.650 of the workshop today to look at 00:52:09.650 --> 00:52:11.600 what we're hearing from customers. 00:52:11.600 --> 00:52:15.510 And we will have four panelists joining us here today, 00:52:15.510 --> 00:52:19.980 Carla Remigi from the CPC consumer affairs branch. 00:52:19.980 --> 00:52:23.690 Lourdes Medina from the florist Huerta foundation. 00:52:23.690 --> 00:52:26.730 Kathy Andry from the California Department 00:52:26.730 --> 00:52:28.900 of Community Services and Development, 00:52:28.900 --> 00:52:32.253 and Val Martinez from Redwood Community Action Agency. 00:52:33.862 --> 00:52:38.862 So let me ask all of the panelists to please turn 00:52:40.700 --> 00:52:44.160 on your camera then, and let's get ready for our panel 00:52:45.519 --> 00:52:48.319 and please keep yourself muted when you're not speaking. 00:52:49.370 --> 00:52:53.730 So first, so each of the four panelists is going to give 00:52:53.730 --> 00:52:56.260 about a five to seven minute overview presentation 00:52:56.260 --> 00:52:58.530 and then we'll open it up for questions 00:52:58.530 --> 00:53:01.300 and answers at the end of that. 00:53:01.300 --> 00:53:05.877 So first I will turn it over to Carla and next slide please. 00:53:10.900 --> 00:53:11.790 Good morning, everyone. 00:53:11.790 --> 00:53:13.598 My name is Carla Remigi, 00:53:13.598 --> 00:53:16.070 I'm a nail was supposed to be at first branch. 00:53:16.070 --> 00:53:18.870 You're the PUC was the same thing, 00:53:18.870 --> 00:53:22.229 a second an overview context related to the core 00:53:22.229 --> 00:53:25.090 of the conference we received in CAB, 00:53:25.090 --> 00:53:28.690 from the period of March 15th through October 17th, 00:53:28.690 --> 00:53:31.410 which covers the current COVID report 00:53:31.410 --> 00:53:33.703 that we've been putting out to the Commissioners. 00:53:34.850 --> 00:53:39.300 This will be an emphasis on the compact related to energy. 00:53:39.300 --> 00:53:40.403 Next slide please. 00:53:43.430 --> 00:53:45.587 Okay, very quick overview of what 00:53:45.587 --> 00:53:50.587 the consumer affair branch is, in essence is a let's say, 00:53:51.490 --> 00:53:55.010 it's the face of the Commission when it goes to humor 00:53:55.010 --> 00:53:58.550 has a problem with their utilities issues 00:53:58.550 --> 00:54:01.570 with these items providers, CAB receives context 00:54:01.570 --> 00:54:04.920 from the consumer, both in phone and in writing. 00:54:04.920 --> 00:54:08.587 And just as a verification, the context that 00:54:08.587 --> 00:54:12.726 we're receiving CAB are called informal contacts. 00:54:12.726 --> 00:54:14.550 And those that are forwarded to the utilities 00:54:14.550 --> 00:54:17.050 for solution are cold and portable complaints. 00:54:17.050 --> 00:54:20.280 When a consumer issue falls under the jurisdiction 00:54:20.280 --> 00:54:23.630 of the Commission, the normal processes for phone contacts 00:54:23.630 --> 00:54:27.560 the consumer is transferred as we call it warm transfer 00:54:27.560 --> 00:54:31.830 to the utilities executive office, and the consumers is less 00:54:31.830 --> 00:54:36.570 than the capable hands of the utility and is instructed 00:54:36.570 --> 00:54:39.025 if they do not gait able to look 00:54:39.025 --> 00:54:40.090 on a satisfactory resolution, 00:54:40.090 --> 00:54:44.560 they should contact the customer service branch in writing. 00:54:44.560 --> 00:54:49.280 There is normally no followup from CAB for phone contacts. 00:54:49.280 --> 00:54:53.528 During COVID or COVID related context, 00:54:53.528 --> 00:54:57.980 to specify what the color related context an hour for us 00:54:57.980 --> 00:55:02.980 the process was changed to make sure that were follow-ups 00:55:03.400 --> 00:55:08.400 from CAB to the utilities requesting the update 00:55:09.830 --> 00:55:13.440 on the solutions, so we'll keep track of the resolutions 00:55:14.589 --> 00:55:17.410 and the dispositions of this, everything, 00:55:17.410 --> 00:55:18.970 I'm sorry, phone contacts. 00:55:18.970 --> 00:55:22.900 For reasons, risk and context for CAB can take up to upwards 00:55:22.900 --> 00:55:25.890 of 30 days for a resolution, 00:55:25.890 --> 00:55:28.750 for those written comments that were received though, 00:55:28.750 --> 00:55:31.550 identify as COVID related. 00:55:31.550 --> 00:55:34.300 They were fast tracked instead of submitted 00:55:34.300 --> 00:55:36.130 in through the normal channels. 00:55:36.130 --> 00:55:39.300 They were immediately forward to the utilities yet 00:55:39.300 --> 00:55:42.920 either emails or phone calls and followups phone calls 00:55:42.920 --> 00:55:45.680 were always placed within few days just to make sure 00:55:45.680 --> 00:55:47.320 that there was a resolution, 00:55:47.320 --> 00:55:50.740 so we could keep track of those phases in particular 00:55:51.720 --> 00:55:56.260 In addition CAB made a very extra effort 00:55:56.260 --> 00:56:00.000 in helping mostly non-jurisdictional issues 00:56:00.000 --> 00:56:03.170 to just implant a cable, we had a lot of humorous contact 00:56:03.170 --> 00:56:06.400 at the beginning contacting us with regards 00:56:06.400 --> 00:56:11.240 to municipalities and CAB made an extra effort 00:56:11.240 --> 00:56:16.240 to send the providing information to the consumers 00:56:16.580 --> 00:56:19.143 to the appropriate places where they could get this help 00:56:19.143 --> 00:56:22.680 that they needed, next slide, please. 00:56:25.640 --> 00:56:30.030 Okay, the effect of COVID in the contacts 00:56:30.030 --> 00:56:32.940 that we have received in CAB is very obvious. 00:56:32.940 --> 00:56:35.460 They have been a sharp decline. 00:56:35.460 --> 00:56:39.660 We can safety to say that I thought 40% declining customer 00:56:39.660 --> 00:56:44.510 contacts to CAB from the same period March to September 00:56:44.510 --> 00:56:47.923 of two programs, sorry, of 2019 when comparing, 00:56:48.905 --> 00:56:51.630 there has been a sharp decline about 40%, 00:56:51.630 --> 00:56:55.470 and we can safely assume that the consumer protections 00:56:55.470 --> 00:56:58.960 that are in place are the main reasons for this decline. 00:56:58.960 --> 00:57:03.960 For example, for communications, the moratoriums 00:57:04.250 --> 00:57:07.660 for lifeline, there has been a 50% reduction in contact 00:57:07.660 --> 00:57:11.289 from lifeline when due to the elimination for requirements 00:57:11.289 --> 00:57:14.037 or recertifications of independence. 00:57:14.037 --> 00:57:18.920 For energy, we can also simply assume that also 00:57:18.920 --> 00:57:21.210 the reduction has been done due 00:57:21.210 --> 00:57:25.460 to the protection set in place, because while we assume 00:57:25.460 --> 00:57:26.700 that if the consumer is not receiving 00:57:26.700 --> 00:57:28.460 the disconnection notices they're not getting 00:57:28.460 --> 00:57:31.464 the 15 day notice of the 48 hour notice, 00:57:31.464 --> 00:57:35.113 there's no reason to contact CAB, so next slide please. 00:57:39.840 --> 00:57:42.670 So the COVID related 19 context, 00:57:42.670 --> 00:57:45.410 what does he mean to CAB in our reporting? 00:57:45.410 --> 00:57:48.710 CAB counts all payment arrangements and just connection 00:57:48.710 --> 00:57:52.540 for an a payment context that we see as COVID related, 00:57:52.540 --> 00:57:55.240 whether the customer mentions it or not. 00:57:55.240 --> 00:57:59.360 The same thing is for outages, and I'll get to in a moment 00:57:59.360 --> 00:58:01.400 of why outages are so important. 00:58:01.400 --> 00:58:06.400 Well, the categories that I'm not, I'm sorry 00:58:07.190 --> 00:58:10.470 Oh, the categories do require an active statement 00:58:10.470 --> 00:58:13.809 from the consumer saying that they have a problem 00:58:13.809 --> 00:58:16.990 to the pandemic, to COVID-19 or a virus, 00:58:16.990 --> 00:58:19.533 whatever way they want to refer to it. 00:58:20.660 --> 00:58:23.290 They have to be an active mentioned for those cases 00:58:23.290 --> 00:58:27.730 to be included into the product 19 related accounts. 00:58:27.730 --> 00:58:31.856 Between March 15th, when we started reporting in the 19th 00:58:31.856 --> 00:58:35.200 which was the last report, caviar received, or identify 00:58:35.200 --> 00:58:39.800 as 17,740 to be covered related context, 00:58:39.800 --> 00:58:43.000 communication a counselor 50% of those contexts 00:58:43.000 --> 00:58:47.300 in energy for 39% of those contexts water only 00:58:47.300 --> 00:58:50.750 has received 3% of the cover related context. 00:58:50.750 --> 00:58:54.430 And my apologies from the chart, somewhere along the line, 00:58:54.430 --> 00:58:58.470 I lost my legends, the bar chart indicate 00:58:58.470 --> 00:59:02.120 the energy related context and the line chart indicate 00:59:02.120 --> 00:59:04.510 the total quarter related contacts, 00:59:04.510 --> 00:59:07.830 is what you can see how they really want to another, 00:59:07.830 --> 00:59:08.823 next slide please. 00:59:10.810 --> 00:59:13.083 So what are we hearing from the consumers? 00:59:14.980 --> 00:59:19.131 The early start of the thing consumers mentioned concerns 00:59:19.131 --> 00:59:21.290 about the high bills due to high consumption 00:59:21.290 --> 00:59:24.440 because you stayed at home about the peak time 00:59:24.440 --> 00:59:26.043 time of use higher rate. 00:59:27.170 --> 00:59:28.600 And it would like to have the race 00:59:28.600 --> 00:59:31.070 to be the same doing the whole day 00:59:31.070 --> 00:59:33.300 while there were shelter in place, 00:59:33.300 --> 00:59:35.400 was doing this requested that the baseline allotments 00:59:35.400 --> 00:59:38.070 be recalibrated to allow for higher consumption 00:59:38.070 --> 00:59:43.070 to understand home, and do it powdered outages consumers 00:59:43.360 --> 00:59:47.390 were worried about losing food or refrigerator medications 00:59:47.390 --> 00:59:49.367 because there have been stockpiling due to COVID-19 00:59:49.367 --> 00:59:51.900 and not being able to go out as often 00:59:51.900 --> 00:59:56.073 to get supplies and consumers express a lot 00:59:56.073 --> 00:59:57.590 of frustration with the timing and duration. 00:59:57.590 --> 01:00:01.840 So planned outages or otherwise, which were interfering 01:00:01.840 --> 01:00:04.540 with working from home and distance learning 01:00:04.540 --> 01:00:07.933 in consumers also another thing that we heard was 01:00:07.933 --> 01:00:10.151 where a consumers protested, 01:00:10.151 --> 01:00:14.270 there were some plan rate hikes during the pandemic, 01:00:14.270 --> 01:00:15.313 next slide please. 01:00:18.380 --> 01:00:22.500 So the effect of the pandemic under type of context 01:00:22.500 --> 01:00:25.760 that we received, how has always received contacts 01:00:25.760 --> 01:00:28.900 about high bills and the need for payment arrangements, 01:00:28.900 --> 01:00:31.400 extensions to avoid disconnections for non-payments 01:00:31.400 --> 01:00:33.480 and the help with restoring the service 01:00:33.480 --> 01:00:35.110 as a result of non-pay. 01:00:35.110 --> 01:00:38.853 CAB has not perceived an audible difference 01:00:38.853 --> 01:00:40.977 in the type of consumer context for our sisters 01:00:40.977 --> 01:00:43.680 due to COVID-19 other than on a set, 01:00:43.680 --> 01:00:46.280 where there were more concepts from customers 01:00:46.280 --> 01:00:48.390 who have lost their jobs and were concerned 01:00:48.390 --> 01:00:50.790 about the inability to pay their bill. 01:00:50.790 --> 01:00:55.400 We did not affect a big change in the context 01:00:55.400 --> 01:00:57.930 until the end of the moratoriums, 01:00:57.930 --> 01:01:02.930 when the bills come to you, next slide please. 01:01:05.756 --> 01:01:08.607 All right, the top energy context related 01:01:10.100 --> 01:01:13.760 to COVID-19 CAB categorizes, 01:01:13.760 --> 01:01:15.750 the type of contacts that we receive 01:01:15.750 --> 01:01:18.020 in some discreet categories, 01:01:18.020 --> 01:01:22.250 and the bulk of the context are outages. 01:01:22.250 --> 01:01:25.480 They comprise about 47% of the contents 01:01:25.480 --> 01:01:27.770 that we hear with you related to COVID. 01:01:27.770 --> 01:01:30.410 Again, I'll get back to auditors in a moment, 01:01:30.410 --> 01:01:34.279 payment arrangements comprise about 16% of the cases 01:01:34.279 --> 01:01:37.630 that we receive a disconnection current payments contexts 01:01:37.630 --> 01:01:40.450 have declined considerably since March 01:01:40.450 --> 01:01:42.480 as you can see on the graph, as they're represented 01:01:42.480 --> 01:01:47.160 with a line, I'm sorry, the blue cost. 01:01:51.710 --> 01:01:56.330 And they have, like I said, they have the client 01:01:56.330 --> 01:01:59.650 since March, but unfortunately we still received complaints 01:01:59.650 --> 01:02:01.990 from consumers being there that they're in danger 01:02:01.990 --> 01:02:04.160 of the service had been disconnected. 01:02:04.160 --> 01:02:06.640 And I learned to give a couple of examples on that, 01:02:06.640 --> 01:02:10.157 one of the examples, one of the reasons why 01:02:10.157 --> 01:02:13.060 customers are contacting CAB, believing that 01:02:13.060 --> 01:02:14.680 they're going to be disconnected, 01:02:14.680 --> 01:02:17.790 we're getting few contacts from Edison consumers 01:02:17.790 --> 01:02:20.153 because it appears that even though they adhere 01:02:20.153 --> 01:02:21.700 to the moratorium guidelines 01:02:21.700 --> 01:02:23.833 of the lenders connecting consumers, 01:02:23.833 --> 01:02:26.115 consumers are still receiving notices 01:02:26.115 --> 01:02:31.050 that don't clearly reflect the change in policy. 01:02:31.050 --> 01:02:35.260 I do know that they have received the bills do stay 01:02:35.260 --> 01:02:39.250 that they have passed you amounts which leads to consumers 01:02:39.250 --> 01:02:41.890 to believe that they're going to be disconnected. 01:02:41.890 --> 01:02:46.050 We do understand that Edison is working 01:02:46.050 --> 01:02:47.750 with the CPOC regarding that, 01:02:47.750 --> 01:02:49.720 I believe they have mentioned something 01:02:49.720 --> 01:02:53.790 about their system not being able to accommodate the change 01:02:53.790 --> 01:02:57.720 or Yeah, to eliminate the language 01:02:57.720 --> 01:02:59.280 that they're going to be disconnected, 01:02:59.280 --> 01:03:02.390 and they're adding extra language in the back of the bill 01:03:02.390 --> 01:03:07.390 or somewhere trying to educate the consumer about the fact 01:03:07.540 --> 01:03:11.110 that no notice, and they're not going to get disconnected. 01:03:11.110 --> 01:03:15.330 Another reason why we getting people contact us 01:03:15.330 --> 01:03:17.770 regarding disconnections, and this is, 01:03:17.770 --> 01:03:21.270 I believe is mostly in the PG&E territory. 01:03:21.270 --> 01:03:25.048 A few consumers I hesitate to say a lot but a few consumers 01:03:25.048 --> 01:03:30.048 call us because they have been victim of a scam callers, 01:03:30.290 --> 01:03:32.240 we'll try to convince them that they're about 01:03:32.240 --> 01:03:35.190 to be disconnected because of past due amount. 01:03:35.190 --> 01:03:39.710 And that it's very just start being in my opinion industry, 01:03:39.710 --> 01:03:43.320 just that the consumer benefit from a campaign 01:03:43.320 --> 01:03:45.440 to make them aware of the different types of scams. 01:03:45.440 --> 01:03:47.590 So they're not just doing this time, 01:03:47.590 --> 01:03:50.340 but also just the at old times, 01:03:50.340 --> 01:03:52.660 because that seems to be very prevalent 01:03:52.660 --> 01:03:55.990 that we get people who actually fall from the scams, 01:03:55.990 --> 01:03:59.410 or just call us to confirm whether they are going 01:03:59.410 --> 01:04:00.900 to be disconnected, or they know they're not going 01:04:00.900 --> 01:04:05.900 to be connected and they call us to clarify or confirm that. 01:04:05.930 --> 01:04:07.033 Next slide, please. 01:04:08.880 --> 01:04:11.838 And you have about just one minute, Carlos, 01:04:11.838 --> 01:04:14.029 thank you. [ Yes, okay, okay. 01:04:14.029 --> 01:04:15.700 Okay, why outages are important? 01:04:15.700 --> 01:04:18.843 And there are definitely important, CAB reports all outages, 01:04:20.212 --> 01:04:21.640 that is context related to COVID 01:04:21.640 --> 01:04:24.880 because of the direct impact they outages now, 01:04:24.880 --> 01:04:28.120 not only when something at home but working from home 01:04:30.238 --> 01:04:34.510 and we see really a report on outages, 01:04:37.037 --> 01:04:39.210 PSPS as well in black house, and that's where you see 01:04:39.210 --> 01:04:41.680 that big spike in August because there 01:04:41.680 --> 01:04:44.060 was a rolling blackouts or were mandated due 01:04:44.060 --> 01:04:46.400 to the heat wave to California, so I meet August. 01:04:46.400 --> 01:04:48.050 Can I have the next slide please? 01:04:50.180 --> 01:04:52.003 Okay, and the last slide on this, 01:04:53.234 --> 01:04:55.784 lastly, if this is a breakdown by the top utilities 01:04:58.280 --> 01:05:00.890 we're seeing the highest number of complaints 01:05:00.890 --> 01:05:05.890 as you can see is the usual, the, you know, 01:05:06.150 --> 01:05:08.590 the four top utilities has received 95% of the complaints 01:05:08.590 --> 01:05:12.440 and all other utilities will have four or less contacts 01:05:12.440 --> 01:05:15.193 mostly have just one contact related to COVID. 01:05:19.760 --> 01:05:20.603 So that was it from me, thank you very much. 01:05:22.130 --> 01:05:23.530 And you have the questions, 01:05:23.530 --> 01:05:26.193 will address them at the end of the panel. 01:05:27.460 --> 01:05:30.420 Great, thank you so much, Carla for giving us, 01:05:30.420 --> 01:05:33.779 giving us the lay of the land in terms of the types 01:05:33.779 --> 01:05:36.910 of customer contacts we receive at the CPC. 01:05:36.910 --> 01:05:40.470 Next, I'm gonna turn it over to Lourdes Medina 01:05:40.470 --> 01:05:44.220 to give us her perspective from what she's hearing directly 01:05:44.220 --> 01:05:46.763 from customers in her work, Lourdes. 01:05:49.910 --> 01:05:54.270 Yes, good morning everyone and thank you for this space 01:05:54.270 --> 01:05:57.540 and for all the work everybody's putting forth 01:05:57.540 --> 01:05:59.770 to ensure that Californians, you know, 01:05:59.770 --> 01:06:02.070 have an opportunity to survive. 01:06:02.070 --> 01:06:04.693 Not only this virus, because I myself was the fact 01:06:04.693 --> 01:06:07.960 that the last three weeks I've been fighting COVID 01:06:07.960 --> 01:06:11.240 and I'm getting to talk to participants 01:06:11.240 --> 01:06:13.710 and community members who are scared, 01:06:13.710 --> 01:06:18.330 not only of the consequences that the sickness brings 01:06:18.330 --> 01:06:22.920 but also the social impact that has on them economically 01:06:22.920 --> 01:06:26.880 and in society, unfortunately, 01:06:26.880 --> 01:06:28.430 and as being treated just like, 01:06:29.330 --> 01:06:30.940 and the Spanish speaking community 01:06:30.940 --> 01:06:34.350 is just like hearing that you guys be HIV. 01:06:34.350 --> 01:06:36.160 So it's unfortunate because that brings 01:06:36.160 --> 01:06:37.980 a lot of social stress. 01:06:37.980 --> 01:06:40.270 So I've been able to work with the Dolores 01:06:40.270 --> 01:06:43.100 went to foundation now for three years and in the community, 01:06:43.100 --> 01:06:46.850 so the central Valley I've been involved for 23 years 01:06:46.850 --> 01:06:50.380 and unfortunately these local media, 01:06:50.380 --> 01:06:55.380 and also community based organizations I've always seen 01:06:55.450 --> 01:06:59.920 in my work and trashed my information enough to ask me 01:06:59.920 --> 01:07:04.250 about what's going on with what a moratorium means. 01:07:04.250 --> 01:07:05.930 That was the first interesting fact 01:07:05.930 --> 01:07:09.940 that I found in the community that even if you know, 01:07:09.940 --> 01:07:14.070 the state issues information or in the news 01:07:14.070 --> 01:07:17.610 they say about this moratorium for that to be disconnected, 01:07:17.610 --> 01:07:20.800 they still not aware of how to deal with that data 01:07:20.800 --> 01:07:24.640 or that information, they don't know how to address that, 01:07:24.640 --> 01:07:28.340 and the questions I posted a community one was, you know, 01:07:28.340 --> 01:07:32.290 about the programs that we have with the CARE/FERA 01:07:32.290 --> 01:07:37.290 and medical baseline in most of the community members 01:07:37.560 --> 01:07:42.140 that I took a sample from, you know, about 75% were aware 01:07:42.140 --> 01:07:45.410 of the products and I'm asking them to 01:07:45.410 --> 01:07:47.800 if they have used some more currently use, 01:07:47.800 --> 01:07:52.800 I would say 75% of them were in taking advantage 01:07:53.530 --> 01:07:55.170 of those programs. 01:07:55.170 --> 01:07:58.590 However, the ones that still were on those programs, 01:07:58.590 --> 01:08:02.723 the question was like, if they weren't on it, why, you know, 01:08:04.570 --> 01:08:06.200 some of them fell right at the cusp 01:08:06.200 --> 01:08:10.250 that they had to be sending in their paperwork by January, 01:08:10.250 --> 01:08:11.860 I guess, for the renewal. 01:08:11.860 --> 01:08:16.350 So maybe they fell off then, and came back in has been more 01:08:16.350 --> 01:08:17.830 of a challenge because there's some more 01:08:17.830 --> 01:08:22.447 of a waiting time, I guess, to address the reapplication 01:08:23.300 --> 01:08:25.630 or to check if they are on, 01:08:25.630 --> 01:08:28.080 until we went into look at their bills, is that I was like, 01:08:28.080 --> 01:08:31.910 no, you are fine, but then they didn't understand 01:08:31.910 --> 01:08:36.333 the increase of usage hours and peak hour. 01:08:37.400 --> 01:08:38.780 You know, they didn't understand that. 01:08:38.780 --> 01:08:43.360 And I had to take time to explain to them that you know, 01:08:43.360 --> 01:08:46.500 that during the day we have different hours. 01:08:46.500 --> 01:08:49.460 The field working community like in agriculture, 01:08:49.460 --> 01:08:54.460 their working hours had always been not on peak hours 01:08:54.600 --> 01:08:57.100 because they wake up three in the morning, you know, 01:08:57.100 --> 01:08:59.400 get everything done, by six in the morning, 01:08:59.400 --> 01:09:01.270 the kids who are out to school. 01:09:01.270 --> 01:09:05.430 And now the increase of these community members, 01:09:05.430 --> 01:09:09.240 their bills have gone up higher and in fact, and more 01:09:09.240 --> 01:09:12.130 because now the kids are there and one parent has to stay, 01:09:12.130 --> 01:09:15.993 now, cooking is literally like 24 hours a day, per se. 01:09:17.090 --> 01:09:19.570 Unfortunately, you know, the use of distance learning 01:09:19.570 --> 01:09:23.500 has made them feel very, very pressured to make sure 01:09:23.500 --> 01:09:26.503 to keep the energy bills on, so they were borrowing money 01:09:26.503 --> 01:09:30.340 and now whatever funds they were given if they even qualify 01:09:30.340 --> 01:09:33.790 for any state or federal funds, they use them right away 01:09:33.790 --> 01:09:38.200 to pay their utility bills as they fear not being able 01:09:38.200 --> 01:09:40.810 to have their kids safe at home. 01:09:40.810 --> 01:09:43.290 So maybe another issue with the presentation 01:09:43.290 --> 01:09:45.590 that I heard earlier about, you know, 01:09:45.590 --> 01:09:47.870 less people getting on payment plans, 01:09:47.870 --> 01:09:50.370 it's because most of these people 01:09:50.370 --> 01:09:51.870 these are the ones that I spoke, 01:09:51.870 --> 01:09:55.040 didn't understand what it would mean that a moratorium 01:09:55.040 --> 01:09:58.660 is in place, or that they're on that gonna be disconnected. 01:09:58.660 --> 01:10:01.420 So they don't trust that, so they're might as well, 01:10:01.420 --> 01:10:02.990 you know, pay for those bills and stay 01:10:02.990 --> 01:10:06.860 without maybe a CAB payment or without an insurance payment. 01:10:06.860 --> 01:10:09.820 A lot of this community members mostly women, 01:10:09.820 --> 01:10:14.230 express, you know, the stress of having to communicate now 01:10:14.230 --> 01:10:18.480 to their usual partners to help them 01:10:18.480 --> 01:10:21.083 when they didn't have money for energy bills, 01:10:21.930 --> 01:10:25.580 they have all mostly expressed to me 01:10:25.580 --> 01:10:28.470 that they were never offered more than three months 01:10:28.470 --> 01:10:32.270 for a payment plan and or given the option. 01:10:32.270 --> 01:10:34.240 One participant she even told me, 01:10:34.240 --> 01:10:37.360 she even asked to ask her supervisor or the supervisor 01:10:37.360 --> 01:10:40.040 to see if they could stretch that payment out, 01:10:40.040 --> 01:10:43.740 four more months, because a meeting that, you know 01:10:43.740 --> 01:10:45.260 the minimum payment they had to make 01:10:45.260 --> 01:10:49.150 to make the payment arrangement was not a possible one, 01:10:49.150 --> 01:10:51.347 and she straight out just told them out of frustration. 01:10:51.347 --> 01:10:53.320 "I have five kids at home, 01:10:53.320 --> 01:10:55.700 unfortunately my husband's in jail now 01:10:55.700 --> 01:11:00.070 and in danger of deportation and you can not disconnect me, 01:11:00.070 --> 01:11:01.870 you cannot disconnect me. 01:11:01.870 --> 01:11:05.950 I'll send what I can, which is $75 or this is what I can 01:11:05.950 --> 01:11:07.800 I'm not saying I don't want to pay," 01:11:07.800 --> 01:11:10.550 for her to have to get to that expression of, you know 01:11:10.550 --> 01:11:13.060 private information and insensitive at that 01:11:13.060 --> 01:11:16.530 because you know, she is undocumented, 01:11:16.530 --> 01:11:18.160 it was very hard for her. 01:11:18.160 --> 01:11:20.210 So for me, that broke my heart that they would have 01:11:20.210 --> 01:11:21.980 to be put in that position. 01:11:21.980 --> 01:11:24.340 So I asked her, you know, well, on your bill, 01:11:24.340 --> 01:11:27.513 do you see anything that tells you, you could get help? 01:11:28.392 --> 01:11:31.477 She says, "I called those numbers, I called those numbers 01:11:31.477 --> 01:11:33.930 and this is what it was always stated to me, 01:11:33.930 --> 01:11:36.247 this is the way it is, how much you have to pay. 01:11:36.247 --> 01:11:39.020 And this is the kind of payment plan you have to do." 01:11:39.020 --> 01:11:42.310 So I think that the customer CARE part you know, 01:11:44.648 --> 01:11:47.410 to increase to a point yeah, we are more sensitive 01:11:47.410 --> 01:11:49.450 to understand that people who have are years 01:11:49.450 --> 01:11:53.300 from prior to COVID, you know I have a different experience 01:11:53.300 --> 01:11:57.080 to approach for finding help with assistance 01:11:57.080 --> 01:12:01.170 on getting their bills paid, and also there is new people 01:12:01.170 --> 01:12:03.990 that have senior citizens that had never had 01:12:03.990 --> 01:12:08.990 to do energy bill assistance because they usually 01:12:10.000 --> 01:12:12.550 do cover it with a little bit of social security 01:12:12.550 --> 01:12:14.900 or pension money they had. 01:12:14.900 --> 01:12:19.080 Now they have increased the family members because of COVID, 01:12:19.080 --> 01:12:22.220 some of their grandkids who are college students 01:12:22.220 --> 01:12:23.693 had to come live with them 01:12:23.693 --> 01:12:25.760 because they didn't fit in there parents' home, 01:12:25.760 --> 01:12:28.631 so now their senior citizens are found 01:12:28.631 --> 01:12:30.440 with higher utility bills, 01:12:30.440 --> 01:12:32.730 because they have more people at home, 01:12:32.730 --> 01:12:37.730 and they trying to look for help, found it more troubling 01:12:37.810 --> 01:12:41.605 and hurdling, I guess you would say, 01:12:41.605 --> 01:12:46.605 to find assistance with mighty programs that they felt 01:12:46.680 --> 01:12:48.130 that the community based organizations 01:12:48.130 --> 01:12:50.030 they have never addressed them. 01:12:50.030 --> 01:12:52.860 They don't know the lingo or the, you know, how things work, 01:12:52.860 --> 01:12:56.700 and obviously they probably are not as tough 01:12:56.700 --> 01:13:01.070 as poor people have to put up with a lot in customer service 01:13:01.070 --> 01:13:04.080 when they're looking for help with their bills. 01:13:04.080 --> 01:13:06.742 Whereas someone that has never used a system 01:13:06.742 --> 01:13:11.340 to for assistance, it's a little bit more sensitive or more, 01:13:11.340 --> 01:13:14.300 I would say like, how would I say, well, 01:13:14.300 --> 01:13:16.339 you know, that we're not used to it, 01:13:16.339 --> 01:13:18.400 so we were used to being consumers who pay 01:13:18.400 --> 01:13:21.090 and we have a right to ask for you to treat us right. 01:13:21.090 --> 01:13:22.710 But when you're asking for something, 01:13:22.710 --> 01:13:24.780 I think that they don't know how to address that 01:13:24.780 --> 01:13:28.780 so most of them express frustration with it being able 01:13:28.780 --> 01:13:32.340 to communicate and not be hurt, I kind of have that. 01:13:32.340 --> 01:13:34.670 It felt like they would be hurt 01:13:34.670 --> 01:13:37.720 by the way they're being treated by those people 01:13:37.720 --> 01:13:40.660 who could possibly help them with a bill payment 01:13:40.660 --> 01:13:43.810 or assistance to pay it off. 01:13:43.810 --> 01:13:46.830 So this is where we're at, it's unfortunate 01:13:46.830 --> 01:13:50.730 you know, then enrollments, as I was looking at your charts 01:13:50.730 --> 01:13:52.500 was very interesting to me, 01:13:52.500 --> 01:13:55.840 especially because I would like to see data to this. 01:13:55.840 --> 01:13:59.020 It reflects, okay, we had a hundred calls, a hundred calls, 01:13:59.020 --> 01:14:01.720 we got 10 people who were able to make 01:14:01.720 --> 01:14:03.010 an payment arrangement plan 01:14:03.010 --> 01:14:05.170 or that was what they were calling for. 01:14:05.170 --> 01:14:08.090 And that maybe they were deterred from me waiting 01:14:08.090 --> 01:14:11.344 on the payment plan because they could not meet 01:14:11.344 --> 01:14:12.943 that minimum payment. 01:14:14.150 --> 01:14:17.290 So I think everybody's work, and I'm glad that California 01:14:17.290 --> 01:14:19.850 has such a system to be able to dialogue 01:14:19.850 --> 01:14:22.450 and work something out because coming months 01:14:22.450 --> 01:14:25.680 is gonna be tougher, as part of what they call 01:14:25.680 --> 01:14:28.450 the third wave of this pandemic. 01:14:28.450 --> 01:14:31.130 And we have to look forward to that. 01:14:31.130 --> 01:14:32.720 Now it's gonna get even stronger 01:14:32.720 --> 01:14:36.210 because we have to be in inside, I mean, new Fresno, 01:14:36.210 --> 01:14:38.360 it 10:32 in the morning, you know 01:14:38.360 --> 01:14:41.810 so we're gonna be seeing a lot more issues 01:14:41.810 --> 01:14:46.810 with them being charged more and having less power 01:14:48.140 --> 01:14:50.850 to understand how to find help. 01:14:50.850 --> 01:14:54.080 And then to the last point I really wanted to make was 01:14:54.080 --> 01:14:57.460 that I feel that IOUs need to be more aggressive 01:14:57.460 --> 01:15:00.810 in helping us all California understand 01:15:00.810 --> 01:15:04.860 peak hour usage, lots in the tiers 01:15:04.860 --> 01:15:06.730 like they were mentioning, you know, 01:15:06.730 --> 01:15:09.950 people who are even on solar energy, like not views, 01:15:09.950 --> 01:15:12.510 they're still affected by these charts, 01:15:12.510 --> 01:15:17.140 and if we don't understand like layman's terms 01:15:18.520 --> 01:15:22.110 what that means that we're not gonna be able to conserve 01:15:22.110 --> 01:15:25.923 or save money, so even if we're on CARE or on FERA, 01:15:26.888 --> 01:15:28.870 or any of the other programs. 01:15:28.870 --> 01:15:30.890 Thank you, Amy, for this opportunity 01:15:30.890 --> 01:15:33.930 Yeah thank you so much Lourdes for sharing those stories 01:15:33.930 --> 01:15:37.029 directly from customers and for letting us know about 01:15:37.029 --> 01:15:39.760 how sometimes it's difficult for customers 01:15:39.760 --> 01:15:41.320 to kind of understand the information 01:15:41.320 --> 01:15:43.233 or the programs that are out there. 01:15:44.450 --> 01:15:47.640 So thank you Lourdes, and next, I will turn it over 01:15:47.640 --> 01:15:50.960 to Kathy Andry with the California Department 01:15:50.960 --> 01:15:53.760 of Community Services and Development. 01:15:53.760 --> 01:15:57.100 Thank you Kathy. Thank you, good morning. 01:15:57.100 --> 01:15:59.340 I appreciate the opportunity to be part 01:15:59.340 --> 01:16:01.110 of this workshop today. 01:16:01.110 --> 01:16:04.920 Just wanted to provide a brief overview of the department, 01:16:04.920 --> 01:16:07.580 talk about some of the data we're seeing 01:16:07.580 --> 01:16:09.610 from our customer contact 01:16:09.610 --> 01:16:13.180 and talk about some key partnerships, you know, 01:16:13.180 --> 01:16:17.130 that we worked with in response to COVID. 01:16:17.130 --> 01:16:19.180 So with that, I can go to the next slide. 01:16:20.520 --> 01:16:23.570 The department of community services and development, 01:16:23.570 --> 01:16:25.400 we oversee the administration 01:16:25.400 --> 01:16:28.890 of the federal low-income home energy assistance program, 01:16:28.890 --> 01:16:30.780 you've heard it called LIHEAP. 01:16:30.780 --> 01:16:34.070 Today and in July, I just wanted to mention 01:16:34.070 --> 01:16:36.970 that we also received CARES Act funding 01:16:36.970 --> 01:16:39.573 that supplements the LIHEAP program as well. 01:16:41.130 --> 01:16:44.960 A lot, your program provides an array of services 01:16:44.960 --> 01:16:47.230 to help low-income families, 01:16:47.230 --> 01:16:49.310 better manage the financial burdens 01:16:49.310 --> 01:16:51.550 of their home energy costs 01:16:51.550 --> 01:16:55.260 and overcome energy-related emergencies. 01:16:55.260 --> 01:16:59.020 Some of the services we provide is financial assistance 01:16:59.020 --> 01:17:03.070 to help pay their or help offset or energy bill, 01:17:03.070 --> 01:17:05.460 we also provide weatherization services 01:17:05.460 --> 01:17:08.790 to improve the energy efficiency of their homes 01:17:08.790 --> 01:17:11.080 and we provide emergency services 01:17:11.080 --> 01:17:16.080 such as preparedness education services, 01:17:16.650 --> 01:17:18.920 we recently implemented providing 01:17:18.920 --> 01:17:23.010 battery power backup devices to help minimize the impacts 01:17:23.010 --> 01:17:26.270 of the public safety power shutoffs, 01:17:26.270 --> 01:17:29.450 and we also provide repair services to appliances 01:17:29.450 --> 01:17:32.300 that made threaten the health and safety of the customer. 01:17:33.390 --> 01:17:38.260 The LIHEAP grant funds that we do oversee are very limited, 01:17:38.260 --> 01:17:42.460 we're only able to serve about 6% of the eligible population 01:17:42.460 --> 01:17:45.300 on the annual basis. 01:17:45.300 --> 01:17:48.520 And we do work closely and administer these funds 01:17:48.520 --> 01:17:53.520 through a 41 nonprofit and local government organizations 01:17:53.610 --> 01:17:58.180 throughout the state, we refer to them here as LSP 01:17:58.180 --> 01:17:59.620 as local service providers 01:17:59.620 --> 01:18:03.400 and you'll hear me say LSPs for short. 01:18:03.400 --> 01:18:07.560 Last year, the LSP network provided lots of services 01:18:07.560 --> 01:18:11.233 to over 223,000 low-income households. 01:18:12.200 --> 01:18:14.060 If you go to the next slide I'll just touch 01:18:14.060 --> 01:18:15.723 on some data point. 01:18:17.510 --> 01:18:21.430 Since March CSD, we have seen an increase in the need 01:18:21.430 --> 01:18:24.860 for LIHEAP services across the state. 01:18:24.860 --> 01:18:27.750 The first data point is a number of calls 01:18:27.750 --> 01:18:29.793 that we have received from the public, 01:18:30.730 --> 01:18:33.790 seeking services, seeking LIHEAP assistance. 01:18:33.790 --> 01:18:38.570 As you can see in the first graph, starting in April 01:18:38.570 --> 01:18:43.097 we saw an increase of about 31% in call volume 01:18:43.097 --> 01:18:47.230 and CSD call center in comparison to last year. 01:18:47.230 --> 01:18:50.170 And you'll see, in July we saw the largest increase 01:18:50.170 --> 01:18:53.470 of about 67% increase in call volume 01:18:53.470 --> 01:18:56.020 in comparison to last year. 01:18:56.020 --> 01:19:00.003 The second data point in the graph is illustrating the calls 01:19:00.003 --> 01:19:03.390 that we have been receiving from households indicating 01:19:03.390 --> 01:19:06.173 that they have been impacted by COVID. 01:19:07.502 --> 01:19:09.990 And you can see between the two data points 01:19:09.990 --> 01:19:13.920 that definitely confirms that between May and September. 01:19:13.920 --> 01:19:16.840 Well over half of the callers seeking information 01:19:16.840 --> 01:19:19.520 for LIHEAP persistence are, were, you know 01:19:19.520 --> 01:19:22.710 directly related to COVID or a financial impact 01:19:22.710 --> 01:19:24.363 due to the pandemic. 01:19:25.200 --> 01:19:28.460 I just wanna say that this data is specific 01:19:28.460 --> 01:19:32.210 to CSDs call center and calls to our LSDs 01:19:32.210 --> 01:19:35.240 may show different trends, which you may hear 01:19:35.240 --> 01:19:38.130 from Val here in our next presentation. 01:19:38.130 --> 01:19:42.010 I also wanna mention too that at CSD 01:19:42.010 --> 01:19:45.990 we have seen a definite increase in the foot traffic 01:19:45.990 --> 01:19:48.600 to our website with a majority of visits, 01:19:48.600 --> 01:19:52.660 looking for information on utilities assistant, 01:19:52.660 --> 01:19:53.783 next slide please. 01:19:55.523 --> 01:19:59.930 And just wanna touch on some key partnerships that centered 01:19:59.930 --> 01:20:03.230 on contributions to how you know, CSDs response 01:20:03.230 --> 01:20:08.230 to the COVID crisis, CSD first partnership with our LSPs 01:20:08.330 --> 01:20:10.100 in the energy council. 01:20:10.100 --> 01:20:12.320 Our CSD consistently engages 01:20:12.320 --> 01:20:16.730 with our LSPs concerning elements of local planning 01:20:16.730 --> 01:20:20.050 to promote effective program administration, 01:20:20.050 --> 01:20:24.130 and keeping with this a CSD did convene some meetings 01:20:24.130 --> 01:20:27.620 with the energy council, which is an advisory body to CSD, 01:20:27.620 --> 01:20:31.260 which is a representative of select LSP members 01:20:31.260 --> 01:20:34.270 to help inform us in our decision-making 01:20:34.270 --> 01:20:36.950 when we did receive the CARES Act funding 01:20:36.950 --> 01:20:41.260 it also needed adjustments to the regular LIHEAP funding 01:20:41.260 --> 01:20:43.503 that we are so oversee. 01:20:44.560 --> 01:20:48.530 Through these conversations CSD and LSPs were able 01:20:48.530 --> 01:20:51.970 to accomplish an accelerated implementation 01:20:51.970 --> 01:20:56.970 of the CARES Act program and provide a program framework 01:20:56.970 --> 01:21:01.970 that extended services to as many impacted households 01:21:02.330 --> 01:21:04.440 as possible especially in light 01:21:04.440 --> 01:21:07.380 of the state's high unemployment rates. 01:21:07.380 --> 01:21:12.130 We also ensured that, you know, program operation resiliency 01:21:12.130 --> 01:21:15.820 at the local level by providing resources to our LSDs, 01:21:15.820 --> 01:21:19.130 to purchase personal protective equipment 01:21:19.130 --> 01:21:21.490 to also adopt safe work practices, 01:21:21.490 --> 01:21:24.970 to ensure that the workers and the customers 01:21:24.970 --> 01:21:26.760 that we serve are safe. 01:21:26.760 --> 01:21:31.110 And we placed an emphasis on essential services 01:21:31.110 --> 01:21:34.660 or utility assistance and emergency services. 01:21:34.660 --> 01:21:35.683 Next slide, please. 01:21:38.540 --> 01:21:41.960 Another key partnership was our interactions 01:21:41.960 --> 01:21:43.833 with the investor owned utilities, 01:21:44.976 --> 01:21:46.300 and other state utilities. 01:21:46.300 --> 01:21:49.160 Around July, we convened some meetings 01:21:49.160 --> 01:21:52.900 with the state utility reps to, you know 01:21:52.900 --> 01:21:56.360 discuss plans for implementing the CARES Act program 01:21:56.360 --> 01:21:59.100 and to provide implementation overviews 01:21:59.100 --> 01:22:01.433 of our regular annual LIHEAP funding. 01:22:02.950 --> 01:22:05.380 Definitely these meetings more informative 01:22:05.380 --> 01:22:07.740 you know, made us a better understanding 01:22:07.740 --> 01:22:12.540 of how the utilities were responding to the COVID crisis 01:22:12.540 --> 01:22:16.003 with these establishments of moratoriums Statewide, 01:22:17.100 --> 01:22:21.010 also better understanding of customer changes and behavior, 01:22:21.010 --> 01:22:23.560 which you've seen quite a bit of data already 01:22:23.560 --> 01:22:28.170 on how they're managing their utility bills. 01:22:28.170 --> 01:22:31.060 How they're you know, how usage has really gone up due 01:22:31.060 --> 01:22:33.500 to the shelter in place orders. 01:22:33.500 --> 01:22:37.840 And also, you know, being made aware of suspension 01:22:37.840 --> 01:22:41.300 to you know, utility weatherization services. 01:22:41.300 --> 01:22:46.090 We also got input from utilities on adjustments 01:22:46.090 --> 01:22:49.580 to financial assistant benefits for CARES, 01:22:49.580 --> 01:22:52.770 and we identify opportunities where we can work 01:22:52.770 --> 01:22:55.500 with each other, any companies to further assist 01:22:55.500 --> 01:22:56.993 in the outreaching from LIHEAP 01:22:58.130 --> 01:23:00.770 to low-income utility customers. 01:23:00.770 --> 01:23:04.710 For example our CSD and PG&E, 01:23:04.710 --> 01:23:08.680 having engaged in an innovative marketing campaign 01:23:08.680 --> 01:23:12.583 under a data sharing agreement between CSD and a PG&E 01:23:13.943 --> 01:23:17.815 PG&E is been providing customer information 01:23:17.815 --> 01:23:22.815 to our LSPs to provide direct marketing LIHEAP services 01:23:24.370 --> 01:23:27.050 to customers with higher arrearages. 01:23:27.050 --> 01:23:31.210 We just recently implemented this outreach effort. 01:23:31.210 --> 01:23:33.420 It's a little bit premature to understand 01:23:33.420 --> 01:23:35.760 the customer's response to the outreach 01:23:36.750 --> 01:23:41.450 but we definitely see the strong potential 01:23:41.450 --> 01:23:44.070 and having this customer information 01:23:44.070 --> 01:23:47.650 to make very direct targeted outreach to help 01:23:47.650 --> 01:23:50.590 you know, those customers exhibiting the great need 01:23:50.590 --> 01:23:52.868 which you've definitely seen through the data 01:23:52.868 --> 01:23:55.781 in preventing disconnections. 01:23:55.781 --> 01:24:00.781 We do encourage that the other IOUs, our partner with CSD 01:24:01.610 --> 01:24:04.650 and LSPs to provide similar customer lists 01:24:04.650 --> 01:24:07.483 for this direct marketing outreach. 01:24:08.810 --> 01:24:11.930 Another thing I wanted to mention was CSD 01:24:11.930 --> 01:24:15.230 has developed a LIHEAP outreach digital toolkit 01:24:15.230 --> 01:24:19.920 that does contain down messages to promote LIHEAP. 01:24:19.920 --> 01:24:24.250 The LIHEAP the outreach tool kit was made available to IOUs 01:24:24.250 --> 01:24:27.460 and absence to the Ellis teen network 01:24:27.460 --> 01:24:29.343 as an outreach resource as well. 01:24:30.700 --> 01:24:31.823 Next slide, please. 01:24:33.800 --> 01:24:38.696 The third key partnership is with the in May of 60 01:24:38.696 --> 01:24:42.500 and the CTC entered into a MOU memorandum 01:24:42.500 --> 01:24:46.390 of understanding to enhance coordination 01:24:46.390 --> 01:24:49.600 to help reduce energy burden of low-income customers 01:24:49.600 --> 01:24:53.500 swept state reduce the amount of utility disconnections 01:24:53.500 --> 01:24:56.023 and create an energy resource Statewide. 01:24:57.050 --> 01:25:00.364 Through this MOU, the CSD and CQC, 01:25:00.364 --> 01:25:03.520 we've made some improvements to the way 01:25:03.520 --> 01:25:07.880 that I use our handling, the LIHEAP our payments also, 01:25:07.880 --> 01:25:11.370 you know, pledge processes to prevent disconnections. 01:25:11.370 --> 01:25:15.284 And we strengthened collaboration between the IOUs CSPs 01:25:15.284 --> 01:25:18.478 and LSPs, to ensure the online portals 01:25:18.478 --> 01:25:20.793 that are currently being worked on, 01:25:21.803 --> 01:25:24.510 and also working on, you know, 01:25:24.510 --> 01:25:27.930 the new arrears management plans, the percentage 01:25:27.930 --> 01:25:32.020 of income payment plans to ensure that they deliver on 01:25:32.020 --> 01:25:34.540 you know, their useful and full potential. 01:25:34.540 --> 01:25:38.500 But in closing, I just want to say as the impact of COVID 01:25:38.500 --> 01:25:41.930 and pandemic continues and persistence to be understood 01:25:41.930 --> 01:25:46.930 it is essential that our continued coordination efforts 01:25:47.322 --> 01:25:51.150 are gonna be necessary. 01:25:51.150 --> 01:25:53.970 We need to, you know, continue to work together, you know 01:25:53.970 --> 01:25:58.070 strengthen our IOUs, TST, LSPs to ensure 01:25:58.070 --> 01:26:01.680 that energy access for financially challenged 01:26:01.680 --> 01:26:05.740 is very coordinated in that we provide 01:26:05.740 --> 01:26:09.180 you know, all available resources to the customers. 01:26:09.180 --> 01:26:12.720 And especially when you know, that more touring now, 01:26:12.720 --> 01:26:15.453 even more so now there'll be a great need 01:26:15.453 --> 01:26:17.483 when the more tornadoes are lifted. 01:26:18.740 --> 01:26:22.170 So thank you, look forward to the questions 01:26:22.170 --> 01:26:24.253 when we get to the Q&A session. 01:26:25.570 --> 01:26:26.403 Great. 01:26:34.590 --> 01:26:38.130 And with that we're gonna turn it over to Val Martinez 01:26:38.130 --> 01:26:40.190 of Redwood Community Action Agency 01:26:41.330 --> 01:26:44.450 which is one of the local service providers or LSP 01:26:44.450 --> 01:26:46.360 that Kathy was just mentioning, 01:26:46.360 --> 01:26:49.610 and that will give us a little bit of a deeper look 01:26:49.610 --> 01:26:52.670 into actual interactions with customers 01:26:52.670 --> 01:26:53.953 via the LIHEAP program. 01:27:05.830 --> 01:27:08.630 Val Martinez if you wanna unmute yourself. 01:27:08.630 --> 01:27:11.763 There we go excuse me, next slide please. 01:27:14.580 --> 01:27:18.490 So be the role of the local service providers changes 01:27:18.490 --> 01:27:20.933 in customer interactions since COVID. 01:27:21.950 --> 01:27:24.750 Providing some information on customer feedback, 01:27:24.750 --> 01:27:27.230 energy use and their ability to pay the bills, 01:27:27.230 --> 01:27:29.200 and touch slightly on the pilot 01:27:29.200 --> 01:27:32.600 that we're participating with CSD and PG&E 01:27:32.600 --> 01:27:37.011 to target services for customers with high bills. 01:27:37.011 --> 01:27:37.911 Next slide please. 01:27:39.880 --> 01:27:42.250 So Kathy did a good job of describing 01:27:42.250 --> 01:27:45.197 the local service provider network or LSPs, 01:27:45.197 --> 01:27:48.528 and we are a variety of different types of agencies, 01:27:48.528 --> 01:27:51.400 community action agencies, private nonprofits, 01:27:51.400 --> 01:27:55.680 local governmental entities, and our role really is 01:27:55.680 --> 01:27:59.420 to provide outreach education and enrollment 01:27:59.420 --> 01:28:02.130 for eligible low to moderate income households 01:28:02.130 --> 01:28:04.600 for the program, and we coordinate these services 01:28:04.600 --> 01:28:08.352 with the IOUs and the state to maintain, 01:28:08.352 --> 01:28:11.900 essential home heating for eligible households. 01:28:11.900 --> 01:28:14.850 We also work with the IOUs and non-regulated 01:28:14.850 --> 01:28:19.560 utility companies to purchase the essential heating fuels 01:28:19.560 --> 01:28:23.560 and make payment arrangements for client's energy bills, 01:28:23.560 --> 01:28:27.080 including a large number of past due bills 01:28:27.080 --> 01:28:30.720 that are held on arrearage, you assist these clients 01:28:30.720 --> 01:28:33.870 with the planning of, and making payment arrangements 01:28:33.870 --> 01:28:37.410 to prevent termination, and we coordinate services 01:28:37.410 --> 01:28:41.310 with the LIHEAP program, in some instances in the past 01:28:41.310 --> 01:28:45.600 we've also had to require that our clients make co-payments 01:28:45.600 --> 01:28:47.490 in order to maintain those services. 01:28:47.490 --> 01:28:50.000 So it's changed a lot though, since COVID, 01:28:50.000 --> 01:28:51.563 so next slide, please. 01:28:56.980 --> 01:28:58.690 So Redwood has now changed the way 01:28:58.690 --> 01:29:00.270 that we deliver our services, 01:29:00.270 --> 01:29:02.860 we're primarily mail in process right now. 01:29:02.860 --> 01:29:07.860 Whereas in the past 40 years, it's all been direct contact. 01:29:08.450 --> 01:29:11.550 We've had to implement these safety precautions 01:29:11.550 --> 01:29:13.563 to protect ourselves and the public. 01:29:14.588 --> 01:29:16.270 We no longer hold our weekly outreach 01:29:16.270 --> 01:29:19.430 and education workshops in the office, 01:29:19.430 --> 01:29:22.860 or handle large volumes of clients coming into the office 01:29:22.860 --> 01:29:24.643 with shut off notices for help. 01:29:25.700 --> 01:29:29.810 We can no longer implement a robust outreach program 01:29:29.810 --> 01:29:32.909 which we did a lot of work throughout the entire year, 01:29:32.909 --> 01:29:36.283 going out to local reservations Rancherias, 01:29:36.283 --> 01:29:39.670 remote communities, senior housing decks, 01:29:39.670 --> 01:29:42.860 we went out to where the people needed to help them most, 01:29:42.860 --> 01:29:45.430 but that now has all been changed 01:29:45.430 --> 01:29:47.920 because of the advent of COVID. 01:29:47.920 --> 01:29:50.160 We now have to limit the number of people coming 01:29:50.160 --> 01:29:52.980 into our office to initiate services 01:29:52.980 --> 01:29:56.105 because of social distancing and the fact 01:29:56.105 --> 01:29:58.120 that we have a very small office. 01:29:58.120 --> 01:30:00.085 We're now finding that we actually have to go out 01:30:00.085 --> 01:30:05.085 and reach out for these folks rather than having to go out 01:30:05.312 --> 01:30:08.963 and wait for them or go out and do our outreach services. 01:30:10.050 --> 01:30:12.090 So it's really changed the way that we do business. 01:30:12.090 --> 01:30:13.223 Next slide please. 01:30:15.880 --> 01:30:18.490 So the number of people calling and I thought 01:30:18.490 --> 01:30:20.930 that was really interesting cause CSTs experience 01:30:20.930 --> 01:30:23.080 at their call centers very different, 01:30:23.080 --> 01:30:26.448 our experience with the advent of COVID 01:30:26.448 --> 01:30:29.750 and the shelter in place orders are called 01:30:29.750 --> 01:30:33.270 into our office that drop by 80%. 01:30:33.270 --> 01:30:35.830 And I actually think it was closer to 90%, 01:30:35.830 --> 01:30:38.670 I think my staff, when I asked them this question 01:30:38.670 --> 01:30:41.200 we're thinking more into current rather than the past. 01:30:41.200 --> 01:30:43.370 Because as the joke goes, 01:30:43.370 --> 01:30:45.860 it was like crickets in the office. 01:30:45.860 --> 01:30:48.430 No one was calling, no one was coming in, 01:30:48.430 --> 01:30:52.200 everyone was staying home, clients were more focused 01:30:52.200 --> 01:30:54.940 on the virus and we were afraid to go out, 01:30:54.940 --> 01:30:57.080 they were afraid to even go out 01:30:57.080 --> 01:30:58.780 and gather the required information 01:30:58.780 --> 01:31:00.870 or complete their applications, 01:31:00.870 --> 01:31:03.520 which has really slowed down the process. 01:31:03.520 --> 01:31:07.530 Initially it was partially impacted by the fact 01:31:07.530 --> 01:31:09.640 that governmental offices and the places 01:31:09.640 --> 01:31:11.980 where they could normally go and get the information 01:31:11.980 --> 01:31:15.027 that was required to complete their application 01:31:15.027 --> 01:31:17.620 and verify their income were closed. 01:31:17.620 --> 01:31:19.830 Now they're up and running, but there's still 01:31:19.830 --> 01:31:22.715 that fear of going out and in some parts 01:31:22.715 --> 01:31:26.670 of California as well, there's huge spikes 01:31:27.527 --> 01:31:29.540 in the number of cases that are occurring 01:31:29.540 --> 01:31:32.300 and people are very much afraid, 01:31:32.300 --> 01:31:34.927 we're no longer getting the calls from sister agencies 01:31:34.927 --> 01:31:38.880 and local level, referring people with a shut off notices 01:31:38.880 --> 01:31:40.783 to us because of the moratorium, 01:31:41.800 --> 01:31:44.330 and this used to take place frequently, 01:31:44.330 --> 01:31:47.120 we worked a little bit in tribes, we worked 01:31:47.120 --> 01:31:50.190 with Indian Tanach, who was the South clinics 01:31:50.190 --> 01:31:54.560 programs, welfare department would send people to us. 01:31:54.560 --> 01:31:57.830 We have a lot of strong collaborative partners 01:31:57.830 --> 01:32:01.600 that provide us leads, clients are aware that 01:32:01.600 --> 01:32:02.850 they're not getting shut off 01:32:02.850 --> 01:32:04.550 but they're not quite making the connection 01:32:04.550 --> 01:32:07.180 with the moratorium, but the net result 01:32:07.180 --> 01:32:09.703 is they've stopped worrying about that bill, 01:32:10.570 --> 01:32:11.653 next slide, please. 01:32:14.550 --> 01:32:18.600 So the virus, as I mentioned on the top of everyone's mind 01:32:18.600 --> 01:32:21.210 and these we're hearing this over and over again, 01:32:21.210 --> 01:32:23.000 that along with the wildfires, 01:32:23.000 --> 01:32:26.547 and we had a number of wildfires in our County this summer, 01:32:26.547 --> 01:32:29.140 and that was tracking throughout California. 01:32:29.140 --> 01:32:33.260 So wildfires the virus, the uncertainty, the teacher 01:32:33.260 --> 01:32:35.880 people are really kind of hot in the cross 01:32:35.880 --> 01:32:39.208 was they really don't quite know what to do. 01:32:39.208 --> 01:32:41.640 We have a growing number of clients who are now 01:32:41.640 --> 01:32:44.250 starting to contact us with the change in the weather, 01:32:44.250 --> 01:32:45.800 it's getting colder. 01:32:45.800 --> 01:32:47.867 Laura has mentioned the fact that there were down 01:32:47.867 --> 01:32:51.440 in the 30s and Fresno were in the 30s and humble 01:32:51.440 --> 01:32:54.660 in Eureka, which is unusual for us this time of the year. 01:32:54.660 --> 01:32:56.930 Cause that's pretty cool pretty early. 01:32:56.930 --> 01:32:58.670 But they're worried about their energy bills, 01:32:58.670 --> 01:33:00.750 they're worried about rent. 01:33:00.750 --> 01:33:03.570 We are getting quality about water bills 01:33:03.570 --> 01:33:08.490 and we are seeing about 30% new people into our program. 01:33:08.490 --> 01:33:10.680 People who previously didn't come to us, 01:33:10.680 --> 01:33:14.460 whether it's because they're underemployed or unemployed 01:33:14.460 --> 01:33:16.330 or they now they find themselves 01:33:16.330 --> 01:33:18.500 in a position where they do you need help, 01:33:18.500 --> 01:33:21.790 they're calling us, the majority of the clients 01:33:21.790 --> 01:33:23.630 who are calling though as I mentioned, 01:33:23.630 --> 01:33:26.860 they're not really aware of the more 20 per se 01:33:26.860 --> 01:33:30.440 or the fact that it's going to be expiring April, 01:33:30.440 --> 01:33:34.173 and so they're really not prepared to deal with the gyms. 01:33:35.040 --> 01:33:37.880 Some of the clients say they don't know what to do 01:33:37.880 --> 01:33:39.920 and they have no plan, 01:33:39.920 --> 01:33:42.880 I was listening to a senior home specialist 01:33:42.880 --> 01:33:46.960 who works primarily with clients who are 70 and above 01:33:46.960 --> 01:33:51.960 and home-bound, I was listening to a conversation she had 01:33:53.240 --> 01:33:55.570 with a 93 year old lady and the woman called 01:33:55.570 --> 01:33:56.810 she was getting fives and stuff. 01:33:56.810 --> 01:33:58.790 She had a bill, it was a couple months old. 01:33:58.790 --> 01:34:01.400 She wasn't sure what to do. 01:34:01.400 --> 01:34:04.737 She was worried about what her future health held, 01:34:04.737 --> 01:34:06.856 she said, "I don't really have a plan on calling you 01:34:06.856 --> 01:34:09.562 for help, 'cause I just don't know what to do." 01:34:09.562 --> 01:34:11.011 And that's kind of consistent with people 01:34:11.011 --> 01:34:12.594 who are calling us. 01:34:14.779 --> 01:34:17.002 Basically, the many of the households that was she 01:34:17.002 --> 01:34:19.620 she this as a respite period the people notice 01:34:19.620 --> 01:34:21.950 that they're not getting shut off notices. 01:34:21.950 --> 01:34:23.816 And some of these people are using this time 01:34:23.816 --> 01:34:27.398 as a bill balancing tool, they're paying off some 01:34:27.398 --> 01:34:29.880 of their other non-energy bills that are critical 01:34:29.880 --> 01:34:32.256 like rent so they can't afford to pay, 01:34:32.256 --> 01:34:33.530 so they're doing that. 01:34:33.530 --> 01:34:36.140 They're looking at other bills that need to be paid, 01:34:36.140 --> 01:34:39.370 right now because PG&E is not shutting off in our area 01:34:39.370 --> 01:34:41.890 and they're not issuing shut off notices, 01:34:41.890 --> 01:34:44.130 that's seen as something that can be put in a bay 01:34:44.130 --> 01:34:47.396 and we'll deal with that when they have to deal with that. 01:34:47.396 --> 01:34:51.640 So one senior referred to it as a breather, 01:34:51.640 --> 01:34:53.143 this is giving me a breather. 01:34:54.199 --> 01:34:56.830 And when you're living on SSI or social security 01:34:56.830 --> 01:35:00.420 or fixed income tasks, and you're doing everything 01:35:00.420 --> 01:35:03.560 you can possibly do to pay all your bills 01:35:03.560 --> 01:35:06.820 to keep your family safe, to keep your family close 01:35:06.820 --> 01:35:11.460 and housed during this time and try to have a decent life. 01:35:11.460 --> 01:35:14.250 It's hard to keep all the bills covered. 01:35:14.250 --> 01:35:16.300 So this period has been used as a breather 01:35:16.300 --> 01:35:19.860 by all the populations, generally speaking. 01:35:19.860 --> 01:35:22.960 And so many of these households to dealing with it, 01:35:22.960 --> 01:35:25.170 but they're putting it as bands and they know 01:35:25.170 --> 01:35:27.290 that they'll have to deal with it later. 01:35:27.290 --> 01:35:31.000 Roughly speaking though, even with that said 01:35:31.000 --> 01:35:33.790 by half the population that we're serving right now 01:35:33.790 --> 01:35:36.220 are viewing this as such, 01:35:36.220 --> 01:35:38.280 but are still trying to make payments. 01:35:38.280 --> 01:35:40.580 They may still have those arrearages, but they're trying 01:35:40.580 --> 01:35:42.760 to stay current with their bills. 01:35:42.760 --> 01:35:44.750 Our education with them is if 01:35:44.750 --> 01:35:46.330 you're gonna make payment arrangements 01:35:46.330 --> 01:35:49.070 or if you're gonna have these bills 01:35:49.070 --> 01:35:50.300 you make your payment arrangements, 01:35:50.300 --> 01:35:53.690 pay what you can don't offer the payment 01:35:53.690 --> 01:35:56.820 for them what you can in order to make them feel better 01:35:56.820 --> 01:35:59.410 or to make the utility company feel like they're gonna 01:35:59.410 --> 01:36:01.540 work with you more if you can pay more, 01:36:01.540 --> 01:36:03.130 make sure that you pay your bill 01:36:03.130 --> 01:36:05.220 make sure that you pay it on time 01:36:05.220 --> 01:36:07.077 and make sure that you're consistent with it 01:36:07.077 --> 01:36:08.813 and that you can afford it. 01:36:10.400 --> 01:36:14.020 But like I said, 50/50 path say they can go ahead. 01:36:14.020 --> 01:36:15.960 And they're trying hard right now 01:36:15.960 --> 01:36:17.990 to make their bill payments. 01:36:17.990 --> 01:36:20.510 As the other half are just letting it slide. 01:36:20.510 --> 01:36:23.590 And as one person put it they're riding the wave 01:36:23.590 --> 01:36:24.690 until they have to do. 01:36:25.790 --> 01:36:27.940 And that's kind of what's happening right there 01:36:27.940 --> 01:36:30.107 that we're seeing out in the field 01:36:30.107 --> 01:36:33.890 and to that in to try to help people with their arrearages 01:36:33.890 --> 01:36:34.840 next slide, please. 01:36:39.460 --> 01:36:43.590 We're working with PG&E and the state of a pilot project. 01:36:43.590 --> 01:36:45.810 Redwood was one of the agencies who volunteered 01:36:45.810 --> 01:36:48.180 to be part of this, and we've received a list 01:36:48.180 --> 01:36:53.180 of about 317 clients, and we're targeting from that list 01:36:53.410 --> 01:36:57.000 finance with bills that are $2,000 or less. 01:36:57.000 --> 01:37:00.770 Other 317 clients last bill was $40, 01:37:00.770 --> 01:37:05.770 highest bill was $20,000, 991 and 2 cents. 01:37:07.836 --> 01:37:09.790 Now that's an outrageous amount. 01:37:09.790 --> 01:37:14.790 So 77% were below 2016% were a below 4,000 01:37:18.581 --> 01:37:20.690 the balance or within that higher range. 01:37:20.690 --> 01:37:22.290 Some of these folks in the higher range 01:37:22.290 --> 01:37:24.840 I don't know how that's ever going to be like that, 01:37:25.690 --> 01:37:26.920 but we'll see. 01:37:26.920 --> 01:37:28.680 Our goal is to work with the people 01:37:28.680 --> 01:37:32.530 that we can afford to help, through either combination 01:37:32.530 --> 01:37:34.993 of payment plans, combining the energy programs 01:37:34.993 --> 01:37:38.650 that we currently have CARES and our regular LIHEAP 01:37:38.650 --> 01:37:42.000 soon we'll have the 2021 LIHEAP. 01:37:42.000 --> 01:37:44.310 Our goal is to get them out of the hole, 01:37:44.310 --> 01:37:47.070 we wanna make them whole so they can have a fresh start 01:37:47.070 --> 01:37:51.040 and try to keep up with bills as they come along. 01:37:51.040 --> 01:37:53.347 Our clients, as I mentioned earlier educated stay current 01:37:53.347 --> 01:37:57.250 on the bill, them it's going to be lifted, 01:37:57.250 --> 01:37:58.880 so you need to be mindful of that. 01:37:58.880 --> 01:38:02.340 The breather periods going to inches a day of the wave. 01:38:02.340 --> 01:38:03.750 And if you make a payment plan, 01:38:03.750 --> 01:38:06.300 make sure you've been for it, make sure you pay it. 01:38:07.210 --> 01:38:10.283 I think that this is a very helpful approach, 01:38:11.376 --> 01:38:14.960 I would recommend this expansion with a few changes 01:38:14.960 --> 01:38:16.590 to improve its success. 01:38:16.590 --> 01:38:18.392 One of the problems that we have, 01:38:18.392 --> 01:38:20.520 and I was really interested in hearing earlier 01:38:20.520 --> 01:38:23.330 about the scams, because my clients 01:38:23.330 --> 01:38:25.960 are staff received this list. 01:38:25.960 --> 01:38:28.610 But to my knowledge there was no letter 01:38:28.610 --> 01:38:31.260 from the utility company, introducing the fact 01:38:31.260 --> 01:38:34.180 that we were going to be contacting their customers 01:38:34.180 --> 01:38:36.736 and that they had provided a list. 01:38:36.736 --> 01:38:38.900 So we started calling, there was a great deal of resistance 01:38:38.900 --> 01:38:40.090 and people were hanging up on us 01:38:40.090 --> 01:38:42.850 'cause they thought we were one of the PG&E scammers, 01:38:42.850 --> 01:38:45.277 and they didn't really want to listen to staff 01:38:45.277 --> 01:38:47.663 or participate in the program. 01:38:48.749 --> 01:38:51.612 So we're able to convince them that this is not the case, 01:38:51.612 --> 01:38:55.160 we still are finding that there there's a slowness 01:38:55.160 --> 01:38:58.259 in returning paper work and there's not that, 01:38:58.259 --> 01:39:02.290 even though they're in a high bill stress situation, 01:39:02.290 --> 01:39:05.340 there's still a bit of slowness to the turnaround 01:39:05.340 --> 01:39:07.150 and getting the information in. 01:39:07.150 --> 01:39:09.370 So I think that it'd be really important 01:39:09.370 --> 01:39:12.880 for you to at least communicate the more twine lift 01:39:12.880 --> 01:39:14.820 that will be coming, the fact that, you know, 01:39:14.820 --> 01:39:16.850 they wanna work with some, who wanna work 01:39:16.850 --> 01:39:20.910 with the local service providers and help them get ahead 01:39:20.910 --> 01:39:24.757 of a wave and that this is a legitimate program 01:39:24.757 --> 01:39:27.260 and that they should be working with us to help 01:39:27.260 --> 01:39:29.623 in a speedy manner to get out of the situation. 01:39:30.600 --> 01:39:32.350 One of the things and I would offer in terms 01:39:32.350 --> 01:39:34.130 of improving its success, 01:39:34.130 --> 01:39:36.693 we had one client who had a very bill. 01:39:37.584 --> 01:39:40.800 She was on a paperless payment program, 01:39:40.800 --> 01:39:44.240 so she hadn't been cheating, a bill and everything was email 01:39:44.240 --> 01:39:46.446 and it just totally went by her. 01:39:46.446 --> 01:39:49.488 And I think she had like a $4,000 bill. 01:39:49.488 --> 01:39:51.020 So in her mind, she wasn't getting built, 01:39:51.020 --> 01:39:54.008 so she didn't have a bill to pay. 01:39:54.008 --> 01:39:56.300 So even with the paperless people I think that they need 01:39:56.300 --> 01:40:00.600 to do something, some prompts after silver rush 01:40:00.600 --> 01:40:02.810 to help them keep this in mind 01:40:02.810 --> 01:40:05.880 in order to combat the things from slipping out of hand. 01:40:05.880 --> 01:40:08.132 So I think that would be that, 01:40:08.132 --> 01:40:09.270 and there's a couple other suggestions. 01:40:09.270 --> 01:40:12.103 One of the things I mentioned earlier in the chat was that, 01:40:12.103 --> 01:40:15.070 people who can't qualify for CARE currently 01:40:15.070 --> 01:40:17.240 because the bill is not in their name 01:40:17.240 --> 01:40:19.640 I think the Commission on the utility should consider 01:40:19.640 --> 01:40:22.740 something the effect that will allow them to participate 01:40:22.740 --> 01:40:23.640 in those programs. 01:40:25.570 --> 01:40:26.980 And the last thing I like to offer, 01:40:26.980 --> 01:40:28.800 I strongly recommend the formation 01:40:28.800 --> 01:40:31.500 of an ad hoc stakeholders committee, 01:40:31.500 --> 01:40:34.753 comprised of representatives of the IOUs state, 01:40:35.653 --> 01:40:40.460 the CPC, the LSTs access which is a Statewide association 01:40:40.460 --> 01:40:43.740 of network of energy providers involved 01:40:43.740 --> 01:40:46.860 in these utility programs, Cal capital, 01:40:46.860 --> 01:40:50.040 which is a Statewide association of action agencies 01:40:50.040 --> 01:40:54.970 and Fern as others to assist the low-income customers. 01:40:54.970 --> 01:40:58.290 So working together to come up with a proactive plan 01:40:58.290 --> 01:41:00.950 to head off, or at least find some way 01:41:00.950 --> 01:41:04.650 to mitigate the impacts of the impending lift 01:41:04.650 --> 01:41:07.545 of a moratorium, and the sooner that we can 01:41:07.545 --> 01:41:09.600 do something together, the sooner we can come up 01:41:09.600 --> 01:41:14.172 with some solutions that will help lower that impact. 01:41:14.172 --> 01:41:16.247 So those are my comments, and thank you. 01:41:17.280 --> 01:41:19.530 Great, thank you so much, Val. 01:41:19.530 --> 01:41:22.700 Thank you so much to all the panelists for your remarks. 01:41:22.700 --> 01:41:25.940 We just have a few minutes, so I actually want to open it up 01:41:25.940 --> 01:41:29.933 to the Commissioners for any questions that you might have. 01:41:33.330 --> 01:41:35.040 This is Commissioner Randolph. 01:41:35.040 --> 01:41:39.543 I have a quick question for feeding that's been provided not 01:41:46.260 --> 01:41:50.563 by the IRS like propane and other providers, 01:41:51.415 --> 01:41:54.850 Do Lourdes serval have any indication 01:41:54.850 --> 01:41:58.370 whether those service providers are making any efforts 01:41:58.370 --> 01:42:02.770 to work with their customers particularly those who may be 01:42:02.770 --> 01:42:05.060 on the edge of qualifying for LIHEAP, 01:42:05.060 --> 01:42:10.060 but may still need some assistance or some, you know, 01:42:10.320 --> 01:42:13.690 flexibility with regard to payments to refill their tanks 01:42:13.690 --> 01:42:16.193 or other other needs. 01:42:18.215 --> 01:42:19.315 Not to my knowledge. 01:42:20.290 --> 01:42:22.270 To my knowledge the way that 01:42:23.549 --> 01:42:25.660 the non-regulated utilities work is essentially 01:42:25.660 --> 01:42:29.854 in my opinion, a five, there, there are no rules. 01:42:29.854 --> 01:42:33.500 There are no regulations that guide how they're talking 01:42:33.500 --> 01:42:36.780 to other sister agencies who work with those populations 01:42:36.780 --> 01:42:39.483 that are serviced by kerosene propane, that type, 01:42:40.490 --> 01:42:43.670 it's up to the individual service provider meaning 01:42:43.670 --> 01:42:47.370 the local utility, how they wanna run it. 01:42:47.370 --> 01:42:50.250 I've heard some are really great to work with, 01:42:50.250 --> 01:42:52.560 I've heard some horror stories. 01:42:52.560 --> 01:42:57.120 Even within my County, I have several service providers, 01:42:57.120 --> 01:42:59.330 several easier to work with other, 01:42:59.330 --> 01:43:01.563 all of them are aware of us, and some of them 01:43:01.563 --> 01:43:03.780 have actually been working proactively 01:43:03.780 --> 01:43:06.120 to send their customers to us, 01:43:06.120 --> 01:43:09.269 to ask us about CARES funding when the CARES funding 01:43:09.269 --> 01:43:11.870 was coming into place, if we can help their customers 01:43:11.870 --> 01:43:13.640 a second time during the year. 01:43:13.640 --> 01:43:15.950 Many of them have the customers at heart, 01:43:15.950 --> 01:43:18.690 and they're really concerned about them, but I'm not aware 01:43:18.690 --> 01:43:21.570 of any special programs that are being made available 01:43:21.570 --> 01:43:25.130 to them and that others are equally concerned 01:43:25.130 --> 01:43:26.330 about their livelihood, 01:43:26.330 --> 01:43:28.800 and I think that's a valid concern as well, 01:43:28.800 --> 01:43:31.050 but I'm not aware of any special programs, 01:43:31.050 --> 01:43:33.450 or extensions of private that are being offered. 01:43:36.901 --> 01:43:39.830 This is Lourdes, I would agree with Val. 01:43:39.830 --> 01:43:44.830 I actually had two people out in the really Orosi area 01:43:45.200 --> 01:43:47.720 which is mostly where they harvest oranges and so forth. 01:43:47.720 --> 01:43:50.918 And they use the propane off the gas company. 01:43:50.918 --> 01:43:55.918 The customer service itself to try to find some assistance 01:43:57.520 --> 01:44:00.460 or programs or any help they could give, 01:44:00.460 --> 01:44:04.790 to the client Ms. Sarah, like, no, they got to pay. 01:44:04.790 --> 01:44:07.280 And I almost felt like we were being bullied into nowhere, 01:44:07.280 --> 01:44:09.520 she could borrow money or she could find something 01:44:09.520 --> 01:44:12.880 that you gotta pay, there was no lineage 01:44:12.880 --> 01:44:16.280 or any consideration or even human quality 01:44:16.280 --> 01:44:18.890 to that conversation, it was very upsetting. 01:44:18.890 --> 01:44:21.020 And we actually had to do a little fundraiser 01:44:21.020 --> 01:44:24.460 between friends to help that, so that they would not 01:44:24.460 --> 01:44:26.210 be disconnected from their propane. 01:44:27.950 --> 01:44:30.000 Yeah, thank you for that information. 01:44:30.000 --> 01:44:31.700 That's definitely sort of a gap 01:44:31.700 --> 01:44:34.860 in our state regulatory framework 01:44:34.860 --> 01:44:38.733 that we don't have the ability to deal with. 01:44:39.664 --> 01:44:42.220 And the other one would be the water and partly, 01:44:42.220 --> 01:44:45.730 or the city of partly or not only was the way 01:44:45.730 --> 01:44:48.600 of paying for it, more difficult because a lot 01:44:48.600 --> 01:44:52.179 of the community members didn't have credit cards 01:44:52.179 --> 01:44:55.380 or debit cards or bank cards to be able 01:44:55.380 --> 01:44:57.340 to make that transaction. 01:44:57.340 --> 01:44:59.650 Some had some people borrow their card, 01:44:59.650 --> 01:45:01.750 so they went and bought, you know, 01:45:01.750 --> 01:45:05.020 the temporary credit cards, or I forgot what they're called 01:45:05.020 --> 01:45:08.690 but they would end up losing money to dating, understand 01:45:08.690 --> 01:45:11.500 that the card came with an annual fee or something, 01:45:11.500 --> 01:45:13.060 I don't understand myself. 01:45:13.060 --> 01:45:15.160 And so that was upsetting because they would lose 01:45:15.160 --> 01:45:17.790 their money and trying to pay for their water bill, 01:45:17.790 --> 01:45:21.710 and then they're part Parlier, they're not Indian at all. 01:45:21.710 --> 01:45:25.800 They were disconnected 501, and if they hadn't already paid 01:45:25.800 --> 01:45:27.830 I don't even know how they moved so fast. 01:45:27.830 --> 01:45:31.473 But I guess I dunno, it's upsetting about those utilities. 01:45:33.310 --> 01:45:35.620 Yeah, we've also had experienced in some other areas 01:45:35.620 --> 01:45:39.670 where the water bill and the energy bill are tied together 01:45:39.670 --> 01:45:41.907 so you could get terminated for one, 01:45:41.907 --> 01:45:43.643 and it would affect the other. 01:45:44.532 --> 01:45:46.520 We've seen that on a number of communities 01:45:46.520 --> 01:45:47.910 throughout California, fortunately, 01:45:47.910 --> 01:45:49.930 I don't have to deal with it in my community, 01:45:49.930 --> 01:45:52.347 but there has been a growing concern about that, 01:45:52.347 --> 01:45:55.050 and there has been some discussion on the federal level 01:45:55.050 --> 01:45:59.710 of coming up with a water equivalent to LIHEAP. 01:45:59.710 --> 01:46:02.850 And there's been some discussion with the water association 01:46:02.850 --> 01:46:05.740 on initial discussion between them 01:46:05.740 --> 01:46:09.580 or community action association about the potential 01:46:09.580 --> 01:46:14.500 of discussing some type of water LIHEAP type program. 01:46:14.500 --> 01:46:18.900 And I would encourage the Commission to talk 01:46:18.900 --> 01:46:23.900 to the water folks and if that's appropriate 01:46:23.960 --> 01:46:27.560 and encourage them to do so, because that affects everyone, 01:46:27.560 --> 01:46:30.130 and particularly the low income people 01:46:30.130 --> 01:46:34.001 who are marginally employed or unemployed at this time 01:46:34.001 --> 01:46:36.480 because of the virus, I just want to add one more comment, 01:46:36.480 --> 01:46:39.360 and that was a Lourdes (audio distorting) and that was, 01:46:41.021 --> 01:46:43.840 we're seeing more and more multi-generational families 01:46:43.840 --> 01:46:48.070 coming to us for help, people who lost their jobs 01:46:48.070 --> 01:46:50.010 or the parents or the grandparents. 01:46:50.010 --> 01:46:52.620 In our case mostly grandparents are bringing 01:46:52.620 --> 01:46:54.460 the younger ones back into the house 01:46:54.460 --> 01:46:58.760 because they're afraid of the children getting the virus, 01:46:58.760 --> 01:47:00.460 and they would rather protect them 01:47:00.460 --> 01:47:05.220 and suffer through hardship than risk losing family members. 01:47:05.220 --> 01:47:07.870 And we're seeing that more and more in our community. 01:47:13.460 --> 01:47:15.630 This is Commissioner Rechtschaffen. 01:47:15.630 --> 01:47:18.700 We are very much focused on those efforts 01:47:18.700 --> 01:47:22.150 to try to get more assistance to the water customers. 01:47:22.150 --> 01:47:26.260 And yeah, we tried to get LIHEAP provision into federal law, 01:47:26.260 --> 01:47:29.317 both with other water utilities here 01:47:29.317 --> 01:47:32.630 and through the national association 01:47:32.630 --> 01:47:36.240 of regulatory Commission, excuse me, 01:47:36.240 --> 01:47:38.930 their efforts to try to influence federal policy 01:47:38.930 --> 01:47:41.480 in that direction, we don't know how likely that is 01:47:41.480 --> 01:47:44.970 but certainly something that's very much on our radar. 01:47:44.970 --> 01:47:49.970 I had a question for Kathy, could you give any more detail 01:47:50.270 --> 01:47:52.080 on the number of customers that you provide 01:47:52.080 --> 01:47:53.553 to battery assistance to? 01:47:54.922 --> 01:47:57.589 (phone ringing) 01:48:02.430 --> 01:48:05.420 You know, I don't have that data in front of me 01:48:05.420 --> 01:48:10.420 but I do know that we started the program earlier this year 01:48:11.208 --> 01:48:16.060 sort of, you know, before COVID efforts were put together 01:48:16.060 --> 01:48:20.400 to start a program, the pilot program to start distributing 01:48:20.400 --> 01:48:25.270 you know, battery power, backup devices to customers. 01:48:25.270 --> 01:48:27.853 But I certainly can get that data to you, 01:48:28.909 --> 01:48:30.740 it's in the early stages, 01:48:30.740 --> 01:48:33.200 I know that we're providing support for that, 01:48:33.200 --> 01:48:37.920 and I know that also teaching is piloting a similar program 01:48:37.920 --> 01:48:41.333 with some LSPs at their level as well. 01:48:42.870 --> 01:48:45.760 So I never had it through the pilot. 01:48:45.760 --> 01:48:48.880 You know, we're just trying to gather information 01:48:48.880 --> 01:48:52.340 because we have learned is definitely customer education 01:48:52.340 --> 01:48:56.770 is key, so the customer understands how to use the battery, 01:48:56.770 --> 01:49:00.540 the fact that the battery, you know, is really intended 01:49:00.540 --> 01:49:01.930 for those essential needs 01:49:01.930 --> 01:49:04.900 to keep their medical devices operational 01:49:04.900 --> 01:49:09.900 during the shutoff events, and so just trying to ensure 01:49:10.500 --> 01:49:13.550 that you know, there's follow up to make sure 01:49:13.550 --> 01:49:16.190 that they understand, you know, how to use it, 01:49:16.190 --> 01:49:17.253 how to charge it. 01:49:18.610 --> 01:49:23.610 If I may add a comment to that, we're participating 01:49:24.130 --> 01:49:26.300 in that pilot, both on the teaching PG&E side 01:49:26.300 --> 01:49:30.540 and on the state side, we've installed about 75 units 01:49:30.540 --> 01:49:32.610 into the PG&E pilot project, 01:49:32.610 --> 01:49:35.900 we have another 50 units we'll be installing 01:49:35.900 --> 01:49:38.550 under the state program. 01:49:38.550 --> 01:49:39.800 And I wanna thank Kathy and the state, 01:49:39.800 --> 01:49:42.200 and then we've expanded the program 01:49:42.200 --> 01:49:46.520 to also include air purifiers because of the high smoke 01:49:46.520 --> 01:49:48.930 and all the problems with the folks are having 01:49:48.930 --> 01:49:52.990 with the air quality being so poor as a result 01:49:52.990 --> 01:49:54.805 of the fires we're working 01:49:54.805 --> 01:49:57.910 with Hoopa Valley Indian front of it. 01:49:57.910 --> 01:50:00.848 This time we're going to be doing outreach this week 01:50:00.848 --> 01:50:05.140 installing air purifiers of the homes of folks of COVID 01:50:05.140 --> 01:50:08.010 and as well as those folks who have been identified 01:50:08.010 --> 01:50:11.350 as having high risk of respiratory issues. 01:50:11.350 --> 01:50:14.500 But I think Kathy and the state for allowing us 01:50:14.500 --> 01:50:17.523 to expand the program to include that. 01:50:19.958 --> 01:50:21.553 Thank you Kathy. 01:50:21.553 --> 01:50:24.720 (indistinct) 01:50:24.720 --> 01:50:26.207 Yeah absolutely, thank you. 01:50:28.750 --> 01:50:31.560 I just wanted to add something I've thought of 01:50:31.560 --> 01:50:34.780 so we're speaking and looking at the presentation 01:50:34.780 --> 01:50:38.310 that Nam customers are gonna get their bill 01:50:38.310 --> 01:50:40.770 at the end of the year, most of the ones that I know of, 01:50:40.770 --> 01:50:43.560 will be getting them this November and December. 01:50:43.560 --> 01:50:46.100 So I don't know how that is going to be looking 01:50:46.100 --> 01:50:49.300 if we're looking at that data to come in in some way 01:50:49.300 --> 01:50:52.475 of how solar clients who are Nam, 01:50:52.475 --> 01:50:54.250 I still don't understand all that stuff 01:50:54.250 --> 01:50:56.610 but how's that bill gonna look, you know 01:50:56.610 --> 01:50:59.080 because where they rely on so much that they were on solar 01:50:59.080 --> 01:51:02.210 and they don't generate enough energy there we're 01:51:02.210 --> 01:51:06.155 at peak hour usage with their regular IOUs. 01:51:06.155 --> 01:51:07.760 So that's going to be kind of tremendous too 01:51:07.760 --> 01:51:10.660 to see how we're going to be reach out to those customers. 01:51:16.290 --> 01:51:21.180 Thank you, this has been very extremely helpful. 01:51:21.180 --> 01:51:26.180 I first wanna thank Kathy for level-setting us 01:51:26.630 --> 01:51:30.420 and reminding us that even with our optimization 01:51:30.420 --> 01:51:33.300 of partnering with CSD were only able 01:51:33.300 --> 01:51:37.800 to meet 6% of the customer need. 01:51:37.800 --> 01:51:40.580 And I guess for me, that reinforces the need 01:51:40.580 --> 01:51:45.580 to really have a focus on the payment plans, 01:51:46.250 --> 01:51:49.430 and the partnerships with that we can facilitate 01:51:49.430 --> 01:51:52.960 between utilities and their customers. 01:51:52.960 --> 01:51:57.960 And although LIHEAP is a for sure, lifesaver for many folks, 01:51:58.600 --> 01:52:01.310 it's really critical for us to do what we can 01:52:01.310 --> 01:52:03.713 within our jurisdiction. 01:52:05.893 --> 01:52:08.150 And that number is actually much smaller 01:52:08.150 --> 01:52:11.923 than what I recall it, so it is another reality check there. 01:52:13.220 --> 01:52:17.610 And I'm interested in your thoughts on what you envision 01:52:17.610 --> 01:52:20.500 with the ad hoc stakeholder committee. 01:52:20.500 --> 01:52:24.520 I think, you know, one thing that was said by Lulu 01:52:24.520 --> 01:52:27.060 which is concerning is this notion that there's still 01:52:27.060 --> 01:52:30.820 the utilities are still requiring a down payment 01:52:30.820 --> 01:52:33.960 for participating in a payment plan 01:52:33.960 --> 01:52:38.960 which is no longer allowed the utilities certainly can try 01:52:40.990 --> 01:52:43.400 to negotiate that as part of their payment plan, 01:52:43.400 --> 01:52:46.540 but it's a customer can not do that, 01:52:46.540 --> 01:52:50.120 they must still be offered a 12 month payment plan 01:52:50.120 --> 01:52:53.480 at minimum, again, before disconnecting of course, 01:52:53.480 --> 01:52:56.210 with the (indistinct) and that's not an option. 01:52:56.210 --> 01:53:00.170 So there's all these incidentally, 01:53:00.170 --> 01:53:02.220 I think this is another reason why we need 01:53:02.220 --> 01:53:05.150 a very clear citation program because as these rules 01:53:05.150 --> 01:53:06.530 are evolving we need to make sure 01:53:06.530 --> 01:53:08.680 they're all being implemented, 01:53:08.680 --> 01:53:11.430 uniformly across the utilities. 01:53:11.430 --> 01:53:15.940 But you know, this kind of a situ situation 01:53:15.940 --> 01:53:19.457 where maybe an ad hoc committee can trouble 01:53:19.457 --> 01:53:23.840 you know, be kind of the area for working 01:53:23.840 --> 01:53:26.190 to these inconsistencies. 01:53:26.190 --> 01:53:30.080 I would agree so, I strongly believe that 01:53:30.080 --> 01:53:33.650 there's the opportunity here, I know the recent discussion 01:53:33.650 --> 01:53:36.660 the energy council was CSD, the director, 01:53:36.660 --> 01:53:39.510 chief director as well as Kathy, 01:53:39.510 --> 01:53:43.240 discussion focused on how do we deal with this, 01:53:43.240 --> 01:53:45.360 I know there's discussions that are taking place 01:53:45.360 --> 01:53:50.360 between PG&E and SSD as well as the other IOUs 01:53:50.600 --> 01:53:53.000 and the discussions that we're having are great. 01:53:53.000 --> 01:53:55.680 But I think that the third leg of the stool now needs 01:53:55.680 --> 01:53:58.807 to be part of the discussion that theme, the LSPs 01:53:58.807 --> 01:54:03.090 and other stakeholders, such as term, who work closely 01:54:03.090 --> 01:54:06.096 in this organization who work closely 01:54:06.096 --> 01:54:08.381 with the target population. 01:54:08.381 --> 01:54:10.490 And some of the things that we can learn from that I think 01:54:10.490 --> 01:54:13.820 can be extended out to the larger population 01:54:13.820 --> 01:54:18.210 and inform the policies and inform how the implementation 01:54:18.210 --> 01:54:21.020 of the programs take place in communities 01:54:21.020 --> 01:54:22.640 throughout California. 01:54:22.640 --> 01:54:26.270 But I think those discussions it's timely situation, 01:54:26.270 --> 01:54:29.290 we find ourselves in and I think we need to move on it, 01:54:29.290 --> 01:54:31.130 sooner rather than later. 01:54:31.130 --> 01:54:34.450 Some of the things that we find can help inform 01:54:34.450 --> 01:54:37.650 the Commission as well, and I think the Commission certainly 01:54:37.650 --> 01:54:40.740 holds a position where you have information 01:54:40.740 --> 01:54:44.860 that can help us, I found the report earlier 01:54:44.860 --> 01:54:47.700 from the Commission's staff was excellent, 01:54:47.700 --> 01:54:52.017 I heard a lot of different things that could help us, 01:54:52.017 --> 01:54:55.262 and I think even though we can serve 6% of the population 01:54:55.262 --> 01:55:00.262 for years, one of my good friends with (indistinct) 01:55:01.529 --> 01:55:02.362 who's the executive director of project goes 01:55:02.362 --> 01:55:05.280 and serves (indistinct) County talks about the fact 01:55:05.280 --> 01:55:08.850 that we are essentially working as the credit 01:55:08.850 --> 01:55:11.250 and collections department extension 01:55:11.250 --> 01:55:15.100 for the utility companies, as such, we're dealing 01:55:15.100 --> 01:55:18.090 with payment plans, we're dealing with payment arrangements 01:55:18.090 --> 01:55:22.290 we're doing with the customer, we're educating them as 01:55:22.290 --> 01:55:24.510 to what's taking place and how they need to work 01:55:24.510 --> 01:55:27.210 with the utility, don't be afraid to call them, 01:55:27.210 --> 01:55:30.017 make sure that you can afford et cetera. 01:55:30.017 --> 01:55:33.803 So if we're looking at extending a PIP program or something 01:55:33.803 --> 01:55:35.760 like that, perhaps we could look at doing 01:55:35.760 --> 01:55:40.190 is building a pilot project that combines us as the credit 01:55:40.190 --> 01:55:43.290 and collection are and helps develop policies 01:55:43.290 --> 01:55:46.390 or program prototypes that would make sense, 01:55:46.390 --> 01:55:49.390 and that would be in the best interest of both the IOUs 01:55:49.390 --> 01:55:51.091 as well as the customers. 01:55:51.091 --> 01:55:53.023 So I think there's that potential, 01:55:53.920 --> 01:55:56.960 but I think it won't happen unless we can sit down 01:55:56.960 --> 01:56:01.537 and have a discussion, and as a good friend of mine says, 01:56:01.537 --> 01:56:05.260 work outside the box because there's no box, the only box 01:56:05.260 --> 01:56:08.062 that exists is the one that we created. 01:56:08.062 --> 01:56:10.010 So let's just blow that concept up 01:56:10.010 --> 01:56:11.813 and see where we can go from here. 01:56:14.380 --> 01:56:18.210 Thank you, I think that's a great note to end on. 01:56:18.210 --> 01:56:22.130 So thank you so much to our panelists, Carla, Lourdes, 01:56:22.130 --> 01:56:26.190 Kathy and Val for your really great insights today, 01:56:26.190 --> 01:56:30.200 and thank you to Emma Johnston and (indistinct) 01:56:30.200 --> 01:56:34.650 for doing a lot of the data collection and the data analysis 01:56:34.650 --> 01:56:38.210 for the first presentation that we heard today. 01:56:38.210 --> 01:56:40.890 We are going to take a two minute stretch break, 01:56:40.890 --> 01:56:45.380 so if everyone can please reconvene at 11:03, 01:56:45.380 --> 01:56:49.187 we will have our second panel start at 11:03. 01:56:49.187 --> 01:56:52.100 And just a reminder to audience numbers. 01:56:52.100 --> 01:56:54.920 If you can please use the Q&A feature 01:56:54.920 --> 01:56:59.920 if you have any questions as we go forward, thanks everyone. 01:57:06.475 --> 01:57:08.010 And to set the table for what new protections 01:57:08.010 --> 01:57:10.610 against disconnections customers will have access 01:57:10.610 --> 01:57:12.840 to as a result of this decision. 01:57:12.840 --> 01:57:17.010 Broadly speaking, I think of these policies as falling 01:57:17.010 --> 01:57:18.960 into two buckets which I'll try to flag 01:57:18.960 --> 01:57:21.100 as we walk through the policies. 01:57:21.100 --> 01:57:23.630 The first includes direct customer protections 01:57:23.630 --> 01:57:26.850 meaning policies that prevent an IOU from disconnecting 01:57:26.850 --> 01:57:29.120 a customer who would otherwise be eligible 01:57:29.120 --> 01:57:32.740 for disconnection, and before this most recent decision 01:57:32.740 --> 01:57:36.520 most PC action in this area had addressed this bucket 01:57:36.520 --> 01:57:39.790 of protections by creating classes of customers 01:57:39.790 --> 01:57:41.360 that utilities cannot disconnect 01:57:41.360 --> 01:57:44.210 and moratoria on disconnections altogether. 01:57:44.210 --> 01:57:47.040 The second bucket includes specific assistance to customers 01:57:47.040 --> 01:57:49.250 to help them afford their new monthly bills, 01:57:49.250 --> 01:57:51.470 providing discounted service as a baseline level 01:57:51.470 --> 01:57:53.730 or direct payment assistance. 01:57:53.730 --> 01:57:56.190 And this aims to reduce disconnections 01:57:56.190 --> 01:57:59.520 by minimizing the accumulation of new arrearages due 01:57:59.520 --> 01:58:02.070 to customers being unable to pay. 01:58:02.070 --> 01:58:04.180 And that also includes assistance to customers 01:58:04.180 --> 01:58:07.120 to help pay past arrearages like 01:58:07.120 --> 01:58:08.950 through traditional payment plans 01:58:08.950 --> 01:58:12.130 and also the new arrearage management plans 01:58:12.130 --> 01:58:13.920 which we'll talk about in a moment. 01:58:13.920 --> 01:58:18.270 So next slide please, so first step 01:58:18.270 --> 01:58:21.950 the decision renewed and expanded a cap on disconnections 01:58:21.950 --> 01:58:25.400 by utility territory initially implemented 01:58:25.400 --> 01:58:27.010 in the previous decision 01:58:27.010 --> 01:58:29.847 in the disconnections proceeding back in 2018. 01:58:29.847 --> 01:58:33.220 And that decision, the PUC directed utilities to set a goal 01:58:33.220 --> 01:58:37.340 of limiting disconnections to no more than a 2017 a map. 01:58:37.340 --> 01:58:39.070 This was a 2018 decision. 01:58:39.070 --> 01:58:41.860 So 2019 was the first year in which the was active 01:58:41.860 --> 01:58:46.860 and all IOUs met that 2019 goal of maintaining 2017 levels, 01:58:47.640 --> 01:58:50.060 and this is a good example of a direct protection 01:58:50.060 --> 01:58:53.100 against disconnection, although it is only a goal. 01:58:53.100 --> 01:58:54.590 So there isn't a direct punishment 01:58:54.590 --> 01:58:56.650 if utilities miss their goals. 01:58:56.650 --> 01:58:58.370 The new decision expanded this goal 01:58:58.370 --> 01:59:01.470 by adding a ratchet mechanism, and since IOUs 01:59:01.470 --> 01:59:03.490 have different starting disconnection rates 01:59:03.490 --> 01:59:07.030 the PUC set goals for 2020 through 2024, 01:59:07.030 --> 01:59:08.870 in which higher disconnection utilities 01:59:08.870 --> 01:59:11.580 would make sharper cuts to their disconnection rates, 01:59:11.580 --> 01:59:13.970 such that at the end of 2020 for each IOU 01:59:13.970 --> 01:59:18.000 would have roughly similar and lower disconnection rates. 01:59:18.000 --> 01:59:19.510 Due to the COVID protections, 01:59:19.510 --> 01:59:24.510 the 2020 goal will be met, and even the 2021 goal would 01:59:24.690 --> 01:59:28.050 likely be met even, the disconnections are slightly elevated 01:59:28.050 --> 01:59:30.970 month over month, since the goal is intended to apply 01:59:30.970 --> 01:59:33.350 to a whole year of disconnections but utilities 01:59:33.350 --> 01:59:35.220 will only be able to disconnect customers 01:59:35.220 --> 01:59:37.570 for eight months at the most. 01:59:37.570 --> 01:59:38.713 Next slide please. 01:59:40.580 --> 01:59:43.160 So another example of a direct customer protection 01:59:43.160 --> 01:59:45.740 is extreme temperature protections. 01:59:45.740 --> 01:59:47.460 These were initially implemented 01:59:47.460 --> 01:59:50.730 in that previous decision as well, but were made permanent 01:59:50.730 --> 01:59:54.450 in the newest decision, electric higher use are not allowed 01:59:54.450 --> 01:59:56.640 to disconnect customers when temperatures 01:59:56.640 --> 01:59:58.930 over the next 72 hours are forecast 01:59:58.930 --> 02:00:01.000 to exceed 100 degrees Fahrenheit 02:00:01.000 --> 02:00:03.780 or go below 32 degrees Fahrenheit, 02:00:03.780 --> 02:00:06.472 and gas utilities are similarly restricted 02:00:06.472 --> 02:00:08.440 when temperatures are forecast 02:00:08.440 --> 02:00:10.650 to be below 32 degrees Fahrenheit again, 02:00:10.650 --> 02:00:14.870 over the 72 hour period, this should prevent customers 02:00:14.870 --> 02:00:16.860 from being disconnected for nonpayment. 02:00:16.860 --> 02:00:18.040 When weather conditions would make 02:00:18.040 --> 02:00:20.340 this especially dangerous. 02:00:20.340 --> 02:00:23.260 In addition, the decision implemented new benefit 02:00:23.260 --> 02:00:26.100 of service procedures when a customer has benefited 02:00:26.100 --> 02:00:29.720 from past service, for which the utility was not paid, 02:00:29.720 --> 02:00:31.490 utility may require the customer 02:00:31.490 --> 02:00:35.370 to repay the past due amount, but now only according 02:00:35.370 --> 02:00:40.343 to an actual finding and proceed due process findings. 02:00:41.560 --> 02:00:45.060 So the decision required utilities to implement a clear set 02:00:45.060 --> 02:00:48.930 of procedures requiring specific evidence-based findings 02:00:48.930 --> 02:00:51.550 by the utility and affording top customers 02:00:51.550 --> 02:00:53.380 the opportunity to appeal. 02:00:53.380 --> 02:00:56.490 This includes identifying and a specific trigger 02:00:56.490 --> 02:00:59.980 of information for a benefit of service investigation 02:00:59.980 --> 02:01:03.160 like common banking information between customers 02:01:03.160 --> 02:01:05.770 and then customers have 30 days to respond to the utility 02:01:05.770 --> 02:01:09.200 with any evidence of their own, to substantiate that 02:01:09.200 --> 02:01:12.780 the disputed finding with proof of residing somewhere else 02:01:12.780 --> 02:01:15.240 during the time charges were accrued. 02:01:15.240 --> 02:01:17.600 The utility must respond in writing and verbally 02:01:17.600 --> 02:01:20.370 to the evidence the customer provided within 30 days 02:01:20.370 --> 02:01:22.070 and provide the contact information 02:01:22.070 --> 02:01:24.220 for the customer affairs branch at the PUC. 02:01:25.267 --> 02:01:27.710 And the utilities are also not allowed to require a customer 02:01:27.710 --> 02:01:30.640 who was younger than 18 at the time of the charges 02:01:30.640 --> 02:01:32.750 to pay those charges back. 02:01:32.750 --> 02:01:36.240 So Cathy finally, a recent changes to the LIHEAP program 02:01:36.240 --> 02:01:39.575 which is kind of straddling 02:01:39.575 --> 02:01:43.570 both providing customers payments for current bills 02:01:43.570 --> 02:01:46.640 and allowing them to pay back previous arrearages, 02:01:46.640 --> 02:01:49.330 there are some new changes from the decision, 02:01:49.330 --> 02:01:53.760 primarily related to development of the new portal system, 02:01:53.760 --> 02:01:55.930 which will simplify communication 02:01:55.930 --> 02:01:58.600 between the local service providers, 02:01:58.600 --> 02:02:02.363 CFD and state, and the utilities themselves. 02:02:03.620 --> 02:02:06.410 Those are expected to be online in 2021, 02:02:06.410 --> 02:02:08.090 and utilities are also prohibited 02:02:08.090 --> 02:02:09.650 from disconnecting a customer 02:02:09.650 --> 02:02:13.733 while a LIHEAP pledge is pending, next slide. 02:02:16.070 --> 02:02:17.270 (clears throat) 02:02:17.270 --> 02:02:20.980 Another direct customer protection is implemented 02:02:20.980 --> 02:02:23.880 by the new decision is that utilities may not exceed 02:02:23.880 --> 02:02:27.310 a 30% disconnection rate in any zip code. 02:02:27.310 --> 02:02:30.280 Now, this is a very high disconnection rate, most zip codes. 02:02:30.280 --> 02:02:31.870 They report any disconnections 02:02:31.870 --> 02:02:35.400 have monthly disconnection rates in the low single digits. 02:02:35.400 --> 02:02:38.140 Because the cap is based on a percentage of customers 02:02:38.140 --> 02:02:41.130 in a zip code disconnected rather than a number 02:02:41.130 --> 02:02:43.870 of disconnections performed in the zip code, 02:02:43.870 --> 02:02:47.220 it is more likely to affect low populations zip codes, 02:02:47.220 --> 02:02:49.430 where an increase in disconnections would result 02:02:49.430 --> 02:02:51.730 in a proportionally larger increase 02:02:51.730 --> 02:02:53.960 in the disconnection rate. 02:02:53.960 --> 02:02:55.970 In addition, utilities are required 02:02:55.970 --> 02:02:59.020 to offer 12 month payment plans to all customers prior 02:02:59.020 --> 02:03:01.560 to disconnection, this is a good example 02:03:01.560 --> 02:03:05.260 of the second bucket, which gives customers the ability 02:03:05.260 --> 02:03:08.590 to pay back the amount owed to the utility 02:03:08.590 --> 02:03:10.940 on a more manageable schedule than paying it back 02:03:10.940 --> 02:03:13.730 in a shorter period or as one lump sum. 02:03:13.730 --> 02:03:16.610 The requirement will hopefully enable customers 02:03:16.610 --> 02:03:20.040 to become current on payments without being disconnected. 02:03:20.040 --> 02:03:23.130 And this is more of a budgeting their bill option 02:03:23.130 --> 02:03:26.240 for customers rather than us a forgiveness program 02:03:26.240 --> 02:03:28.700 because customers still have to pay back the amount 02:03:28.700 --> 02:03:30.330 that they owe to the utility. 02:03:30.330 --> 02:03:32.620 But importantly, it's not limited 02:03:32.620 --> 02:03:34.880 to only CARE or FERA customers 02:03:34.880 --> 02:03:37.963 all customers have access to these 12 month payment plans. 02:03:39.099 --> 02:03:42.220 And additionally utilities are now required 02:03:42.220 --> 02:03:45.210 to enroll customers whenever they speak to them 02:03:45.210 --> 02:03:48.240 in any applicable assistance programs, they may be eligible 02:03:48.240 --> 02:03:51.290 such as CARE or FERA to increase participation 02:03:51.290 --> 02:03:53.090 in those bucket two programs 02:03:54.332 --> 02:03:58.690 Utilities are not required to affirmatively establish this 02:03:58.690 --> 02:04:01.660 of all customers, but when they speak to a customer, 02:04:01.660 --> 02:04:04.323 they have to make sure that that's the case. 02:04:05.380 --> 02:04:06.553 Next slide, please. 02:04:09.930 --> 02:04:11.970 In addition, the decision made some changes 02:04:11.970 --> 02:04:13.820 to the medical baseline program pursuant 02:04:13.820 --> 02:04:18.650 to SB 1338 from 2018, when customers are 02:04:18.650 --> 02:04:20.530 with eligible conditions are not enrolled 02:04:20.530 --> 02:04:25.530 in medical baseline, they may incur much higher costs 02:04:25.550 --> 02:04:27.930 for necessary gas or electric service. 02:04:27.930 --> 02:04:29.720 And IOUs may fail to provide them 02:04:29.720 --> 02:04:31.350 with services meeting their needs, 02:04:31.350 --> 02:04:34.440 such as advanced notification of PSPS. 02:04:34.440 --> 02:04:36.700 So this is a bucket two approach to help customers 02:04:36.700 --> 02:04:39.960 with higher basic demand for energy afforded. 02:04:39.960 --> 02:04:41.880 There are multiple changes to medical baseline 02:04:41.880 --> 02:04:44.104 including eligibility for the program 02:04:44.104 --> 02:04:45.920 that has to be certified 02:04:45.920 --> 02:04:47.940 by a qualified medical professional, 02:04:47.940 --> 02:04:50.510 that definition is expanding as you can see 02:04:50.510 --> 02:04:53.640 which should reduce the barrier to accessing the program, 02:04:53.640 --> 02:04:55.210 each utility was also directed 02:04:55.210 --> 02:04:57.900 to develop an online customer facing portal 02:04:57.900 --> 02:05:01.050 for both eligible customers and medical professionals 02:05:01.050 --> 02:05:03.260 to verify eligibility that's expected 02:05:03.260 --> 02:05:05.910 to come online early in 2021, 02:05:05.910 --> 02:05:09.120 and that should make the process more smooth. 02:05:09.120 --> 02:05:12.650 And each IOU is also submitted plans to energy division 02:05:12.650 --> 02:05:15.660 for increased outreach and engagement of eligible customers 02:05:15.660 --> 02:05:18.590 who may not be aware of the program or how to enroll, 02:05:18.590 --> 02:05:20.410 and those are currently under review 02:05:20.410 --> 02:05:22.768 through the advice letter process, 02:05:22.768 --> 02:05:27.768 but all utilities are continuing those outreach efforts 02:05:28.810 --> 02:05:31.493 in the meantime, next slide please. 02:05:32.740 --> 02:05:34.740 And finally as Commissioner Guzman has said, 02:05:34.740 --> 02:05:37.030 as noted earlier the PUC ordered IOUs 02:05:37.030 --> 02:05:39.710 to stop collecting reconnection fees and all deposits 02:05:39.710 --> 02:05:41.240 on a permanent basis, 02:05:41.240 --> 02:05:43.070 this essentially makes the COVID protections 02:05:43.070 --> 02:05:45.640 in this area, permanent, another bucket two policies 02:05:45.640 --> 02:05:48.400 benefiting all residential customers who will not have 02:05:48.400 --> 02:05:50.560 to pay these charges anymore. 02:05:50.560 --> 02:05:53.130 This should remove a barrier for customers to be reconnected 02:05:53.130 --> 02:05:55.670 to service once disconnected, 02:05:55.670 --> 02:05:57.730 and it may free up customer's household budgets 02:05:57.730 --> 02:06:00.010 as well to allow them to stay current on bills 02:06:00.010 --> 02:06:02.683 rather than paying deposits and fees, et cetera. 02:06:03.560 --> 02:06:06.050 And lastly, the arrearage management plans 02:06:06.050 --> 02:06:07.990 which I've mentioned a couple of times here 02:06:07.990 --> 02:06:10.560 are another new bucket to program coming 02:06:10.560 --> 02:06:13.190 for all utilities in the next month modeled 02:06:13.190 --> 02:06:15.351 on the experiences of other states. 02:06:15.351 --> 02:06:18.590 These plans will allow customers to receive forgiveness 02:06:18.590 --> 02:06:21.010 for their past due arrearages in exchange 02:06:21.010 --> 02:06:25.250 for on-time payments of current monthly bills. 02:06:25.250 --> 02:06:27.880 Eligibility is limited to CARE and FERA customers 02:06:27.880 --> 02:06:32.880 with $500 in arrears, some portion of which is 90 days old. 02:06:33.190 --> 02:06:37.893 And that amount is only $250 for gas only CARE customers. 02:06:39.193 --> 02:06:43.230 Up to $8,000 in total arrearage forgiveness is available, 02:06:43.230 --> 02:06:46.560 although customers may also re-enroll after 12 months 02:06:46.560 --> 02:06:49.713 after a 12 month waiting period for additional forgiveness. 02:06:50.640 --> 02:06:53.920 CCA customers are also eligible to participate 02:06:53.920 --> 02:06:56.730 but each CCA has to make that determination on its own 02:06:56.730 --> 02:07:01.032 and notify the relevant IOU, and finally customers 02:07:01.032 --> 02:07:03.530 who miss two payments in a row 02:07:03.530 --> 02:07:07.240 or three payments at any time non sequentially are removed 02:07:07.240 --> 02:07:10.220 from program, but they keep any arrearage forgiveness 02:07:10.220 --> 02:07:12.840 that they've already received and they can re-enroll 02:07:12.840 --> 02:07:14.870 after a 12 month waiting period. 02:07:14.870 --> 02:07:17.489 So we're hoping that this program will enable customers 02:07:17.489 --> 02:07:21.010 that may have arrearages that otherwise would 02:07:21.010 --> 02:07:23.710 be very difficult or impossible to pay back 02:07:23.710 --> 02:07:26.540 to become current on their existing monthly payments. 02:07:26.540 --> 02:07:30.150 And as a result would get out from under the weight 02:07:30.150 --> 02:07:31.907 of that past due arrearage. 02:07:32.815 --> 02:07:36.730 And that is all of the slides that I have, 02:07:36.730 --> 02:07:38.580 so I'll pause here for any questions. 02:07:41.350 --> 02:07:44.120 Thank you Ben, and we're actually gonna go straight 02:07:44.120 --> 02:07:48.740 into this state panel and then take questions 02:07:48.740 --> 02:07:51.920 for all together, you really set the stage nicely 02:07:51.920 --> 02:07:55.070 for the different types of policy options 02:07:55.070 --> 02:07:59.090 for protecting customer that are out there for California. 02:07:59.090 --> 02:08:01.700 With this panel we're going to be hearing 02:08:01.700 --> 02:08:05.920 from other states other utility jurisdictions 02:08:05.920 --> 02:08:09.230 about their options and policies 02:08:09.230 --> 02:08:12.070 protecting utility customers through COVID. 02:08:12.070 --> 02:08:16.330 First we'll hear from Jim Borough, chief of public utilities 02:08:16.330 --> 02:08:20.040 Illinois commerce Commission, along with Leslie and Lesco 02:08:20.040 --> 02:08:23.660 the LIHEAP program, brome manager for Illinois department 02:08:23.660 --> 02:08:26.170 of commerce and economic opportunity. 02:08:26.170 --> 02:08:29.970 We'll then hear from Ohio Barbara Bossart 02:08:29.970 --> 02:08:34.420 who's chief reliability and service and analysis division 02:08:34.420 --> 02:08:36.580 for the public utilities Commission of Ohio. 02:08:36.580 --> 02:08:40.400 And then finally, Theresa Washington will wrap us up 02:08:40.400 --> 02:08:44.640 for the panel, she is a manager could it hardship programs 02:08:44.640 --> 02:08:47.853 and protections with Eversource Energy. 02:08:48.850 --> 02:08:52.210 So I will now turn it over and to my panelists, 02:08:52.210 --> 02:08:54.820 please remember to turn your video on 02:08:54.820 --> 02:08:56.750 while you're presenting as you may. 02:08:56.750 --> 02:08:59.753 And Jim Zolnierek you're up. 02:09:01.419 --> 02:09:02.333 Can you hear me, Allison? 02:09:04.460 --> 02:09:07.410 Great, good morning Commissioners, Alison, staff, 02:09:07.410 --> 02:09:08.900 thank you for having me here today. 02:09:08.900 --> 02:09:12.040 I am Jim Zolnierek from the Illinois Commerce Commission. 02:09:12.040 --> 02:09:13.963 It's the PUC and the Illinois. 02:09:15.020 --> 02:09:17.900 I'm gonna be talking about several programs available 02:09:17.900 --> 02:09:20.830 to Illinois customers, struggling with their bills. 02:09:20.830 --> 02:09:23.140 My colleague from a sister agency, 02:09:23.140 --> 02:09:26.180 Leslie Ann is gonna be talking about a couple 02:09:26.180 --> 02:09:28.280 of those programs in particular our percentage 02:09:28.280 --> 02:09:30.883 of income payment plan program, or PIPP. 02:09:31.940 --> 02:09:33.830 I'll be talking about some of the programs that are 02:09:33.830 --> 02:09:37.320 under the authority of the Commission starting with, 02:09:37.320 --> 02:09:39.902 if you could proceed to the next slide, 02:09:39.902 --> 02:09:42.927 and the one after that, next slide after that, thanks. 02:09:48.520 --> 02:09:50.390 I mentioned the budget payment plans. 02:09:50.390 --> 02:09:52.670 We have a program required by our rules 02:09:52.670 --> 02:09:54.770 with the utilities offer budget payment plans 02:09:54.770 --> 02:09:56.860 to customers where basically you know, 02:09:56.860 --> 02:09:59.260 they can estimate the costs for the utility service 02:09:59.260 --> 02:10:04.260 over 12 month period and pay 1/12 of that amount each month 02:10:04.670 --> 02:10:06.510 so that they levelize their payments. 02:10:06.510 --> 02:10:08.949 If you're a gas customer for example you pay 02:10:08.949 --> 02:10:12.447 more than more in the summer month than you normally would, 02:10:12.447 --> 02:10:14.539 and then less in the winter months, 02:10:14.539 --> 02:10:15.838 and you get a stable payment. 02:10:15.838 --> 02:10:18.380 And I mentioned this just because it's a prerequisite 02:10:18.380 --> 02:10:21.420 to being on our pit plan, that Leslie is going 02:10:22.912 --> 02:10:24.743 to speak to you about next slide, please. 02:10:27.210 --> 02:10:31.580 One of the other existing programs to help customers 02:10:31.580 --> 02:10:32.670 that are behind on their bills 02:10:32.670 --> 02:10:34.970 is when we call them different payment arrangement option 02:10:34.970 --> 02:10:39.970 or DPA's our current rules require DPA's be offered 02:10:40.180 --> 02:10:42.430 for certain residential customers. 02:10:42.430 --> 02:10:44.950 And these allow customers basically to build 02:10:44.950 --> 02:10:47.430 you know, take their arrearages divide them 02:10:47.430 --> 02:10:50.010 by the particular point of the plan and pay them 02:10:50.010 --> 02:10:53.270 on top of the regular bill each month to get caught up. 02:10:53.270 --> 02:10:56.810 Currently in our rules customers do enroll in these plans 02:10:56.810 --> 02:11:00.860 have to pay 25% of the amount past due. 02:11:00.860 --> 02:11:02.960 And if you're a low income customer, 02:11:02.960 --> 02:11:07.470 and you qualify for a lower 20% down payment. 02:11:07.470 --> 02:11:10.370 And the DPA's and our current rules go for anywhere 02:11:10.370 --> 02:11:15.370 from four to 12 billing cycles, next slide, please. 02:11:15.551 --> 02:11:18.219 (paper rustling) 02:11:18.219 --> 02:11:20.880 I'm gonna skip this slide but I do wanna mention one thing, 02:11:20.880 --> 02:11:23.680 in Illinois we do have a winter disconnection moratorium 02:11:23.680 --> 02:11:27.680 which for most residents, many residential customers, 02:11:27.680 --> 02:11:29.000 it means that they can't be shut off 02:11:29.000 --> 02:11:32.174 between December 1st and March 31st. 02:11:32.174 --> 02:11:34.190 It does not apply to all resident residential customers 02:11:34.190 --> 02:11:36.600 as you can see from reading the text on the slide, 02:11:36.600 --> 02:11:39.390 but effectively the utilities the gas 02:11:39.390 --> 02:11:42.160 and electric utilities rarely shut off customers 02:11:42.160 --> 02:11:46.140 in that period, so unlike what was discussed earlier 02:11:46.140 --> 02:11:48.470 by Lourdes, I think many customers in Illinois 02:11:48.470 --> 02:11:52.880 are very, very aware of what moratoria and very familiar 02:11:52.880 --> 02:11:55.000 with them from these winter moratorium. 02:11:55.000 --> 02:11:56.690 So we're in a little different circumstance there 02:11:56.690 --> 02:11:59.490 I think, than maybe you are in California. 02:11:59.490 --> 02:12:00.440 Next slide, please. 02:12:02.480 --> 02:12:04.780 A little background on our response here 02:12:04.780 --> 02:12:07.700 and on the way to COVID in early March, 02:12:07.700 --> 02:12:09.050 when things started getting bad, in terms 02:12:09.050 --> 02:12:11.830 of the health emergency the Illinois Commerce Commission 02:12:11.830 --> 02:12:15.130 issued an order suspending disconnections for nonpayment 02:12:15.130 --> 02:12:17.510 and imposition of new late fees. 02:12:17.510 --> 02:12:21.520 And they issued that requirement to be effective 02:12:21.520 --> 02:12:24.190 until the government ended the emergency declaration 02:12:24.190 --> 02:12:25.740 which was an indefinite period. 02:12:27.060 --> 02:12:32.060 They also asked for utilities to go out and create revise, 02:12:32.130 --> 02:12:34.835 flexible credit and collection practices. 02:12:34.835 --> 02:12:38.680 And once they issue that order, it triggered staff 02:12:39.790 --> 02:12:43.520 consumer advocate and the utilities all get together 02:12:43.520 --> 02:12:44.710 and start talking about, okay, 02:12:44.710 --> 02:12:46.960 what can be done to help consumers. 02:12:46.960 --> 02:12:50.450 And so we came up with a couple of different stipulations 02:12:50.450 --> 02:12:53.420 to address credit and collection practices and other things, 02:12:53.420 --> 02:12:57.652 and put those before the Commission and on June 18th, 2020, 02:12:57.652 --> 02:13:00.120 the ICC approved these stipulations. 02:13:00.120 --> 02:13:02.410 The first thing they did was put a finite date 02:13:02.410 --> 02:13:06.530 on the disconnection moratorium, so it was effectively tied 02:13:06.530 --> 02:13:08.720 to our reopening in Illinois. 02:13:08.720 --> 02:13:12.730 Basically 30 days passed when bars and restaurants started 02:13:12.730 --> 02:13:14.746 to reopen utilities would stop 02:13:14.746 --> 02:13:17.990 or the disconnection moratorium in nonpayment 02:13:17.990 --> 02:13:20.530 for non payment would end and effectively 02:13:20.530 --> 02:13:25.170 that was 30 days past June, 26th or July 26th 02:13:25.170 --> 02:13:26.380 is when that moratorium ended 02:13:26.380 --> 02:13:31.380 for most residential customers, the next slide, please. 02:13:34.260 --> 02:13:36.460 The other key credit and collection practices 02:13:36.460 --> 02:13:39.930 that were changed with the stipulation and the Commissions 02:13:39.930 --> 02:13:43.040 that order where that we revise 02:13:43.040 --> 02:13:44.630 the deferred payment arrangement plans. 02:13:44.630 --> 02:13:48.000 So that first of all, they could be much longer 02:13:48.000 --> 02:13:49.100 for residential customers. 02:13:49.100 --> 02:13:51.450 Now they're anywhere that utilities have to offer anywhere 02:13:51.450 --> 02:13:55.800 from 18 months for all residential customers to 24 months 02:13:55.800 --> 02:13:57.600 for customers that are low income 02:13:57.600 --> 02:14:00.070 and low income includes customers 02:14:00.070 --> 02:14:02.140 that simply self-certified hardship. 02:14:02.140 --> 02:14:04.920 So there's some question about whether they would be able 02:14:04.920 --> 02:14:08.631 to certify with our organizations 02:14:08.631 --> 02:14:13.067 to assert their low-income status because that was held up 02:14:13.067 --> 02:14:15.300 the utilities agreed that they would just simply 02:14:15.300 --> 02:14:17.210 take a representation from customers 02:14:17.210 --> 02:14:18.760 that they were facing hardship. 02:14:20.250 --> 02:14:23.240 The other part of those DPA changes where the down payments 02:14:23.240 --> 02:14:25.570 were capped at 10% for our residential customers, 02:14:25.570 --> 02:14:28.513 and again, 0%, if you express hardship. 02:14:29.400 --> 02:14:31.790 And there were provisions for repeated DPA's 02:14:31.790 --> 02:14:33.113 if there was default. 02:14:34.050 --> 02:14:35.650 The other major program I think that came out 02:14:35.650 --> 02:14:37.890 of our Sydney stipulation was 02:14:37.890 --> 02:14:40.180 a bill payment assistance program 02:14:40.180 --> 02:14:42.757 where many of our utilities have uncollectable programs, 02:14:42.757 --> 02:14:44.630 and those uncollectable programs are tied 02:14:44.630 --> 02:14:46.210 to your customers actually defaulting 02:14:46.210 --> 02:14:49.070 before they essentially write off those 02:14:49.070 --> 02:14:51.260 just unfollow those councils collectibles. 02:14:51.260 --> 02:14:53.270 And of course, during the moratorium 02:14:53.270 --> 02:14:55.670 they weren't writing up any end collectibles. 02:14:55.670 --> 02:14:58.110 And so what was determined was that they would take some 02:14:58.110 --> 02:15:02.060 of the money that we normally go to collectibles 02:15:02.060 --> 02:15:04.428 and create a bill payment assistance programs. 02:15:04.428 --> 02:15:06.750 And these were each unique to each of the users 02:15:06.750 --> 02:15:09.610 each of the large utility of each filed their own plan 02:15:09.610 --> 02:15:13.958 which generally waves from 75 to $500 of customer ranges. 02:15:13.958 --> 02:15:16.260 Next slide, please 02:15:18.552 --> 02:15:22.020 Excuse me, face is that there's sort of a timing concern. 02:15:22.020 --> 02:15:25.390 The way we design the plan here in Illinois was that, 02:15:25.390 --> 02:15:27.933 you know, we'd have a discreet stop 02:15:27.933 --> 02:15:29.170 for the moratorium I shut off, 02:15:29.170 --> 02:15:32.300 and then folks would ease back into, you know, 02:15:32.300 --> 02:15:34.320 payments through deferred payment arrangements 02:15:34.320 --> 02:15:37.310 and other things, so there was a transition built in, 02:15:37.310 --> 02:15:41.240 unfortunately, you know as we all know the emergency 02:15:41.240 --> 02:15:43.930 didn't end as quickly as we would have hoped. 02:15:43.930 --> 02:15:48.710 And so what happened is we had two additional extensions 02:15:48.710 --> 02:15:50.000 for all residential customers 02:15:50.000 --> 02:15:52.240 on the disconnection moratorium, 02:15:52.240 --> 02:15:55.404 and then most recently the Commission reached out 02:15:55.404 --> 02:15:57.950 and asked the utilities to suspend all the way 02:15:57.950 --> 02:16:02.950 through March of 2021, and utilities agreed to do so, 02:16:03.180 --> 02:16:05.420 again, for the residential customer, 02:16:05.420 --> 02:16:08.970 I spent only the LIHEAP qualified customers or those again, 02:16:08.970 --> 02:16:10.523 who self-certified hardship. 02:16:11.460 --> 02:16:13.310 So that's in place, and that creates one 02:16:13.310 --> 02:16:15.870 of the timing issues that I was discussing in terms of a lot 02:16:15.870 --> 02:16:18.480 of our stipulation was designed 02:16:18.480 --> 02:16:20.970 to create a transition period, 02:16:20.970 --> 02:16:22.990 but with customers not being shut off 02:16:22.990 --> 02:16:24.790 customers not have not really entered the period 02:16:24.790 --> 02:16:27.540 where they necessarily need that transition to start, 02:16:27.540 --> 02:16:30.190 so we are currently continuing discuss 02:16:30.190 --> 02:16:32.190 these transition issues. 02:16:32.190 --> 02:16:35.886 Next slide, please, just briefly touch on it 02:16:35.886 --> 02:16:38.740 in our stipulation utilities are required 02:16:38.740 --> 02:16:41.550 to reach out to customers, not only existing customers 02:16:41.550 --> 02:16:43.780 but those had been those who have been disconnected 02:16:43.780 --> 02:16:46.510 within the last year and notify them of opportunities 02:16:46.510 --> 02:16:49.220 to reconnect, and they're also supposed 02:16:49.220 --> 02:16:51.640 to post the information on these plans, 02:16:51.640 --> 02:16:53.890 different payment arrangements and so on their website. 02:16:53.890 --> 02:16:54.890 And they've done so. 02:16:56.494 --> 02:16:58.494 The next plan, our next page, thank you. 02:16:59.550 --> 02:17:02.320 As far as program stacking in Illinois, 02:17:02.320 --> 02:17:04.390 most of our programs are designed to be stacked 02:17:04.390 --> 02:17:06.710 with the exception of LIHEAP and why he says so lastly, 02:17:06.710 --> 02:17:07.623 I will talk about. 02:17:08.468 --> 02:17:11.280 PIPP customers must also participate in budget billing 02:17:11.280 --> 02:17:13.080 that's why I mentioned that earlier. 02:17:13.080 --> 02:17:16.160 But our deferred payment arrangement 02:17:16.160 --> 02:17:19.550 and our bill payment assistance programs 02:17:19.550 --> 02:17:22.240 for both designed to be on top of the other systems, 02:17:22.240 --> 02:17:24.520 so it was envisioned that a customer who qualified 02:17:24.520 --> 02:17:26.731 for life would not only get LIHEAP, but could also 02:17:26.731 --> 02:17:29.980 if they qualify get bill payment assistance as well, 02:17:29.980 --> 02:17:31.830 so those were designed to be staffed. 02:17:32.810 --> 02:17:33.760 Next slide, please. 02:17:35.100 --> 02:17:36.930 I included a little bit of information here, 02:17:36.930 --> 02:17:39.130 just so you can see our trends and disconnect 02:17:39.130 --> 02:17:41.053 or deferred payment arrangement. 02:17:42.164 --> 02:17:43.790 As you'll see, I don't think the data 02:17:43.790 --> 02:17:46.438 is all that informative because what we found out is, 02:17:46.438 --> 02:17:50.770 by and large, none of the utilities disconnected 02:17:50.770 --> 02:17:54.537 any residential customers, only our two largest electric 02:17:54.537 --> 02:17:56.500 customers actually started disconnecting 02:17:56.500 --> 02:17:59.090 and September mid-September, none of the others 02:17:59.090 --> 02:18:01.820 had disconnected through September. 02:18:01.820 --> 02:18:04.230 And there were a few disconnection notices 02:18:04.230 --> 02:18:05.300 that went out earlier. 02:18:05.300 --> 02:18:07.590 But again, there was really no threat of shut off 02:18:07.590 --> 02:18:09.920 for many of these customers, and you'll see that reflected 02:18:09.920 --> 02:18:11.090 in many of the early numbers. 02:18:11.090 --> 02:18:13.610 So we didn't see market increase 02:18:13.610 --> 02:18:16.590 and deferred payment arrangements until if you look 02:18:16.590 --> 02:18:20.060 at the two Amarin and comment, we did see a marked up turn 02:18:20.060 --> 02:18:22.610 when they actually started disconnecting customers. 02:18:23.670 --> 02:18:27.590 And the next page and we had 02:18:27.590 --> 02:18:30.200 the bill payment assistance program, but even though 02:18:30.200 --> 02:18:34.190 there have been quite a few dispersments those dispersants 02:18:34.190 --> 02:18:35.190 have been very recent, 02:18:35.190 --> 02:18:37.580 so we're not even seeing them reflected in the data. 02:18:37.580 --> 02:18:41.210 Our utilities are required to file data on disconnections, 02:18:41.210 --> 02:18:45.580 late payment charges DPA's entered and disbursements 02:18:45.580 --> 02:18:49.247 those types of things monthly, and, you know, 02:18:49.247 --> 02:18:50.780 for the first several months, 02:18:50.780 --> 02:18:53.260 I think first five months of the plan, you know, 02:18:53.260 --> 02:18:55.140 none of the data was really all that useful 02:18:55.140 --> 02:18:56.370 because not much was happening. 02:18:56.370 --> 02:18:58.290 We're just starting to see an uptake 02:18:58.290 --> 02:19:02.350 and we will only get our September numbers in three days. 02:19:02.350 --> 02:19:04.430 So we're looking forward to those, 02:19:04.430 --> 02:19:05.870 'cause we're now starting to see a period 02:19:05.870 --> 02:19:07.810 where the numbers are actually starting to show something, 02:19:07.810 --> 02:19:08.760 and I'll stop there 02:19:09.642 --> 02:19:11.473 and let Leslie Ann talk about our PIPP program. 02:19:15.130 --> 02:19:16.253 Hi, thanks Jim. 02:19:17.846 --> 02:19:20.960 So I'm from the department of commerce 02:19:20.960 --> 02:19:25.430 and economic opportunities, I believe that in California 02:19:25.430 --> 02:19:29.640 Kathy Andry, we are, you know, we're sort of counterparts 02:19:29.640 --> 02:19:32.543 in different states, next slide please. 02:19:35.562 --> 02:19:37.790 As Jim mentioned, there is no stacking of PIPP 02:19:37.790 --> 02:19:39.743 and LIHEAP Illinois, 02:19:41.010 --> 02:19:43.130 it is available to residential customers 02:19:43.130 --> 02:19:46.780 and they have an option to choose between PIPP and LIHEAP, 02:19:46.780 --> 02:19:49.740 and it's always based on funding availability 02:19:49.740 --> 02:19:51.713 at the County and utility level. 02:19:52.580 --> 02:19:55.200 We have our five regulated utilities, 02:19:55.200 --> 02:19:58.090 they are the ones who aren't participate in the PIPP, 02:19:58.090 --> 02:20:00.940 we communicate with them electronically. 02:20:00.940 --> 02:20:03.746 Whereas the other vendors throughout the state 02:20:03.746 --> 02:20:08.746 we can go non communicating and probably non-regulated also. 02:20:09.750 --> 02:20:12.963 And so we just used the top five, 02:20:15.350 --> 02:20:19.393 so LIHEAP's lot more available, next slide, please. 02:20:23.240 --> 02:20:24.470 Enrollment trends, 02:20:24.470 --> 02:20:28.610 if you'll see where it says June 30th, 2020 02:20:28.610 --> 02:20:30.670 that was at the end of our last program year. 02:20:30.670 --> 02:20:35.530 We had 87% of our customers received 02:20:35.530 --> 02:20:40.530 regular LIHEAP benefits, and then we had 13% of sorry. 02:20:41.210 --> 02:20:44.090 13% of our population was enrolled 02:20:44.090 --> 02:20:47.230 in the year round PIPP program. 02:20:47.230 --> 02:20:51.410 Right now, looking down at the November 9th state 02:20:52.700 --> 02:20:56.810 we're projected if we kept on this same enrollment trend 02:20:56.810 --> 02:21:00.540 we would have 81% LIHEAP and 19% PIPP. 02:21:00.540 --> 02:21:04.580 But LIHEAP just had so much more money that we anticipate 02:21:04.580 --> 02:21:08.297 by the end of June, we'll have about 95% LIHEAP 02:21:08.297 --> 02:21:10.480 and 5% PIPP. 02:21:10.480 --> 02:21:13.700 We are already in meeting for stakeholders 02:21:13.700 --> 02:21:18.350 to discuss more money in the PIPP fund. 02:21:18.350 --> 02:21:22.190 And so we hope that by the end of 2021, 02:21:22.190 --> 02:21:26.550 there's a little typo there, it should be 6/30/2021 02:21:26.550 --> 02:21:30.020 that we would have even more than 13% enrollment. 02:21:30.020 --> 02:21:33.463 So we'll see how that goes, next slide please. 02:21:35.920 --> 02:21:39.200 So the funding for the PIPP in Illinois, 02:21:39.200 --> 02:21:42.530 is it's a rate pay it's based on ratepayer charges 02:21:42.530 --> 02:21:44.170 that the utilities collect, 02:21:44.170 --> 02:21:46.470 and then they deposit them into a fund 02:21:46.470 --> 02:21:51.330 if you wanted to look at Public Act 96-003 02:21:51.330 --> 02:21:54.513 you could probably Google that and get more information. 02:21:55.480 --> 02:21:56.913 Next slide please. 02:22:00.011 --> 02:22:03.180 So the customer eligibility is at 150% 02:22:03.180 --> 02:22:05.483 of the federal poverty level and below. 02:22:06.320 --> 02:22:08.690 There are the top five utilities 02:22:08.690 --> 02:22:10.660 that are in the PIPP program. 02:22:10.660 --> 02:22:14.940 And as Jim said, the customer must be enrolled 02:22:14.940 --> 02:22:19.940 in budget billing that's a prerequisite, next slide please. 02:22:23.720 --> 02:22:26.450 So the state benefits for each customer, 02:22:26.450 --> 02:22:31.100 it could be a monthly benefit up to $150, 02:22:31.100 --> 02:22:34.740 if they're a gas and electric customer, 02:22:34.740 --> 02:22:37.780 they would get up to a hundred dollars a month 02:22:37.780 --> 02:22:41.710 for the gas and up to 50 for the electric. 02:22:41.710 --> 02:22:44.210 And I don't have it on this slide, but it should say 02:22:44.210 --> 02:22:47.220 that the customer's requirement is to pay 6% 02:22:48.129 --> 02:22:52.490 of their monthly household gross income. 02:22:52.490 --> 02:22:54.180 So there's a calculation that's done. 02:22:54.180 --> 02:22:55.730 And I could you know, explain that more, 02:22:55.730 --> 02:22:57.803 but it's kind of complicated. 02:22:58.750 --> 02:23:03.750 Next slide please, there isn't arrearage reduction program, 02:23:04.600 --> 02:23:07.840 we call it ARP, it's part of the program 02:23:07.840 --> 02:23:10.870 and it's administered by the utilities, 02:23:10.870 --> 02:23:13.350 what happens when a customer first signed up 02:23:13.350 --> 02:23:15.061 their balance is set aside 02:23:15.061 --> 02:23:19.090 and that's called a pre-program arrearage. 02:23:19.090 --> 02:23:21.090 The ARP benefit is up to 02:23:21.090 --> 02:23:24.053 a thousand dollars a year per utility. 02:23:25.394 --> 02:23:29.210 But it's the customers are required to make on-time 02:23:29.210 --> 02:23:34.210 in full payments of their customer payment requirement, 02:23:35.530 --> 02:23:37.890 and if they do that, then for each month 02:23:37.890 --> 02:23:39.390 they're on time and paid in full, 02:23:39.390 --> 02:23:42.063 they get 1/12th of their arrearage 02:23:43.080 --> 02:23:46.280 is disregarded it's set aside in their state 02:23:46.280 --> 02:23:49.720 so that the benefits for the customer also, 02:23:49.720 --> 02:23:50.883 next slide, please. 02:23:53.700 --> 02:23:56.650 Expenditures and assistance levels, 02:23:56.650 --> 02:24:01.650 the total amount so far this year we've spent on PIPP 02:24:01.660 --> 02:24:06.660 is 28.7 million for 28,480 households. 02:24:07.930 --> 02:24:12.600 The average PIPP benefit amount last program year was 1,007 02:24:13.630 --> 02:24:15.863 and we're pretty close to that right now. 02:24:17.607 --> 02:24:20.610 PIPP also helps lower household energy burden 02:24:20.610 --> 02:24:22.550 for families with lowest income. 02:24:22.550 --> 02:24:24.000 Go to the next slide, please. 02:24:26.610 --> 02:24:28.580 That's, you know with our federal LIHEAP 02:24:28.580 --> 02:24:31.040 we're looking more at energy burden, and so we're trying 02:24:31.040 --> 02:24:35.430 to compare our state funded PIPP in the same regard. 02:24:35.430 --> 02:24:37.020 And this is helping us actually. 02:24:37.020 --> 02:24:41.020 So you can look at this later and if you have questions, 02:24:41.020 --> 02:24:42.710 I'll try to answer them 02:24:42.710 --> 02:24:47.023 but I'm not the energy burden expert, next please. 02:24:49.080 --> 02:24:53.700 So changes that we made in Illinois to the PIPP program 02:24:53.700 --> 02:24:58.700 because of the pandemic, there are features that are sort 02:24:59.010 --> 02:25:00.650 of like collection activities. 02:25:00.650 --> 02:25:03.390 You know, our local administering agencies 02:25:03.390 --> 02:25:07.257 they do case management for the customers 02:25:07.257 --> 02:25:09.470 and there's a recertification, 02:25:09.470 --> 02:25:12.100 there's a missed payment clock 02:25:12.100 --> 02:25:15.130 that gives customers opportunities to miss payments 02:25:15.130 --> 02:25:19.520 and make them up, and so we suspended those activities 02:25:19.520 --> 02:25:24.070 because most of the agencies were not seeing customers 02:25:24.070 --> 02:25:27.050 in person and everybody was confused, 02:25:27.050 --> 02:25:29.220 so that was one thing we did. 02:25:29.220 --> 02:25:34.220 Also, we started our new PIPP season earlier, 02:25:34.660 --> 02:25:38.093 it started July 27th instead of October 1st, 02:25:39.290 --> 02:25:43.100 we are also extending the amount, the length of time 02:25:43.100 --> 02:25:46.960 that customers can apply for PIPP to March 31st, 02:25:46.960 --> 02:25:49.790 instead of December 31st, 02:25:49.790 --> 02:25:53.700 and normally we have a priority period enrollment 02:25:55.010 --> 02:25:57.130 but this year, since we started here in July, 02:25:57.130 --> 02:25:58.980 we just wanted everyone to be able 02:25:58.980 --> 02:26:01.490 to apply especially households 02:26:01.490 --> 02:26:05.760 that maybe are newly unemployed or underemployed. 02:26:05.760 --> 02:26:10.760 And so far that seems to be going pretty well. 02:26:12.102 --> 02:26:13.223 The next slide, please. 02:26:14.080 --> 02:26:16.580 So thank you, and there's our contact information. 02:26:19.250 --> 02:26:21.650 Wonderful, thank you. 02:26:21.650 --> 02:26:22.660 I'm gonna bounce right along 02:26:22.660 --> 02:26:26.422 'cause we're running behind to our next next speaker 02:26:26.422 --> 02:26:31.422 is Barbara Bossart with the Public Utilities Commission. 02:26:34.740 --> 02:26:37.630 Hello, thank you for having me. 02:26:37.630 --> 02:26:39.090 As she said, I'm Barbara Bossart 02:26:39.090 --> 02:26:42.160 and I'm with the Public Utilities Commission of Ohio, 02:26:42.160 --> 02:26:44.870 and I'm the chief of the reliability 02:26:44.870 --> 02:26:46.660 and service analysis division. 02:26:46.660 --> 02:26:49.140 And we oversee the enforcement 02:26:49.140 --> 02:26:51.160 of the deposit disconnection rules 02:26:51.160 --> 02:26:54.193 and the low income program. 02:26:56.290 --> 02:27:01.290 Next slide please, so I divided my presentation 02:27:01.700 --> 02:27:03.880 into three specific questions. 02:27:03.880 --> 02:27:07.380 First one is what is Ohio done to protect utility customers? 02:27:07.380 --> 02:27:09.720 So first the Commission took action, 02:27:09.720 --> 02:27:13.220 so it's March 12th, 2020 order. 02:27:13.220 --> 02:27:17.560 And it asked the utility companies to consider ways 02:27:17.560 --> 02:27:19.660 to keep service on regardless 02:27:19.660 --> 02:27:21.863 of the customer's payment status, 02:27:22.920 --> 02:27:25.317 and the utility companies did respond, 02:27:25.317 --> 02:27:28.910 and they stopped disconnections while they reviewed 02:27:28.910 --> 02:27:31.930 their policies to help reduce the economic impact 02:27:31.930 --> 02:27:36.930 on customers, many companies also waived reconnection fees 02:27:36.940 --> 02:27:38.770 to restore service to those that 02:27:38.770 --> 02:27:41.800 had already previously been disconnected, 02:27:41.800 --> 02:27:45.170 they also some wave late payment fees 02:27:45.170 --> 02:27:48.280 and credit card payment fees. 02:27:48.280 --> 02:27:51.560 The Commission then later required the large gas 02:27:51.560 --> 02:27:55.240 and electric utilities to file transition plans prior 02:27:55.240 --> 02:27:59.410 to resuming disconnections for nonpayment based plans, 02:27:59.410 --> 02:28:02.270 they filed at least 45 days prior 02:28:02.270 --> 02:28:06.433 to resumption of disconnection, next slide please. 02:28:08.720 --> 02:28:13.720 So Ohio administrative code rules, we do have requirements 02:28:13.790 --> 02:28:15.210 I guess when electric companies 02:28:15.210 --> 02:28:17.990 do offer extended payment plans to customers 02:28:17.990 --> 02:28:22.020 and threat of disconnections, so first they need to offer, 02:28:22.020 --> 02:28:24.040 a mutually agreeable payment plan, 02:28:24.040 --> 02:28:27.460 but if one cannot be accepted, 02:28:27.460 --> 02:28:32.435 then they are required year around to offer a 1/6th plan 02:28:32.435 --> 02:28:35.540 or 1/9th plan or the percentage of income payment plan 02:28:35.540 --> 02:28:37.760 which I'll discuss over the next slide. 02:28:37.760 --> 02:28:42.690 They all are required to offer the budget plans. 02:28:42.690 --> 02:28:47.490 So customers who are nodding arrears can join a budget plan 02:28:47.490 --> 02:28:49.363 which is a 12 month program. 02:28:50.360 --> 02:28:53.500 The Commission every year before it's winter heating season 02:28:53.500 --> 02:28:57.302 which starts in November orders 02:28:57.302 --> 02:29:01.306 a whatever reconnection order which requires 02:29:01.306 --> 02:29:06.306 that utilities accept a payment of 175 to prevent 02:29:08.140 --> 02:29:11.630 or maintain service, and then the customers to be enrolled 02:29:11.630 --> 02:29:14.073 into one of the extended payment plans. 02:29:15.321 --> 02:29:19.300 I know you may not have a winner order, 02:29:19.300 --> 02:29:22.900 but I think this could be utilized at any time of the year, 02:29:22.900 --> 02:29:24.060 depending on the company. 02:29:24.060 --> 02:29:26.750 Also, I do wanna mention that utility companies 02:29:26.750 --> 02:29:29.640 do offer assistance to shareholder 02:29:29.640 --> 02:29:32.420 and customer contribution funds. 02:29:32.420 --> 02:29:35.660 During the pandemic, many of the companies had increased 02:29:35.660 --> 02:29:38.460 the eligibility requirements and the dollar amount 02:29:38.460 --> 02:29:43.363 to assist more customers, next slide, please. 02:29:45.610 --> 02:29:47.880 And so I just wanted to give distinction 02:29:47.880 --> 02:29:51.041 between our 1/6th plan and our 1/9th plan, 02:29:51.041 --> 02:29:53.980 a 1/6th plan requires six equal payments 02:29:53.980 --> 02:29:56.740 on the past due balance, in addition to the full payment 02:29:56.740 --> 02:29:58.220 of the current bill. 02:29:58.220 --> 02:30:00.090 But the one night plan is a little different, 02:30:00.090 --> 02:30:02.470 it requires nine equal monthly payments 02:30:02.470 --> 02:30:04.280 on the past due balance in addition 02:30:04.280 --> 02:30:06.940 to a budget payment plan, 02:30:06.940 --> 02:30:09.290 this is hopefully that the customers will get used 02:30:09.290 --> 02:30:12.900 to the levelized bill and continue on to a budget plan. 02:30:12.900 --> 02:30:17.636 Also the utilities with their transition plans, 02:30:17.636 --> 02:30:21.900 we're encouraged off their flexible payment arrangement, 02:30:21.900 --> 02:30:25.580 and also many of them offered a 1/12 payment plan 02:30:25.580 --> 02:30:28.600 in addition to the required payment plan. 02:30:28.600 --> 02:30:30.150 They also offered to work 02:30:30.150 --> 02:30:32.783 with commercial customers on payment plan. 02:30:33.740 --> 02:30:35.013 Next slide please. 02:30:36.970 --> 02:30:40.450 So our PIPP Plus program here are the qualifications. 02:30:40.450 --> 02:30:42.580 I'm not going to read them all to you, 02:30:42.580 --> 02:30:44.380 but it is for customers at, 02:30:44.380 --> 02:30:47.560 or below 150% of the poverty level 02:30:47.560 --> 02:30:49.583 for at least the last three months. 02:30:50.680 --> 02:30:53.820 And there are other eligibility such as applying 02:30:53.820 --> 02:30:58.600 for weatherization program, next slide, please. 02:30:58.600 --> 02:31:01.050 Trying to get done in 10 minutes. 02:31:01.050 --> 02:31:05.960 So the benefits are, if you heat with gas, 02:31:05.960 --> 02:31:09.970 you would pay 6% of your monthly household income for gas, 02:31:09.970 --> 02:31:13.070 and 6% of the monthly household income for electric 02:31:13.070 --> 02:31:15.200 or 10% whichever is less. 02:31:15.200 --> 02:31:17.470 For households that heat with electricity, 02:31:17.470 --> 02:31:21.560 you would just pay 10% of your household income or $10 02:31:21.560 --> 02:31:23.010 whichever is less. 02:31:23.010 --> 02:31:25.170 In order to incentivize customers 02:31:25.170 --> 02:31:29.020 to pay on time and in full 'cause we want the customers 02:31:29.020 --> 02:31:31.220 to get used to paying bills monthly, 02:31:31.220 --> 02:31:33.719 and it helps the cash flow to utilities. 02:31:33.719 --> 02:31:37.900 We have an incentives, so if you pay on time and in full, 02:31:37.900 --> 02:31:40.680 the remaining balance of your current utility bill 02:31:40.680 --> 02:31:45.030 would be credited, and also if you came in with an arrearage 02:31:45.030 --> 02:31:49.303 1/24th credit for the accumulated arrearage 02:31:50.770 --> 02:31:54.363 would be credited as well, next slide please. 02:31:57.040 --> 02:32:00.300 And we really stressed customer outreach 02:32:00.300 --> 02:32:02.223 during this transition period. 02:32:03.651 --> 02:32:07.840 So the PUCO course, we provide education through our website 02:32:07.840 --> 02:32:11.573 our social media, call center, and speaking engagements. 02:32:12.410 --> 02:32:16.020 I've put a link to our website where 02:32:16.020 --> 02:32:18.230 we have the utility restart plans. 02:32:18.230 --> 02:32:21.960 So each company filed their own a transition plan 02:32:21.960 --> 02:32:24.830 to say what they were going to do as a part 02:32:24.830 --> 02:32:29.660 of the transition prior to disconnections. 02:32:29.660 --> 02:32:32.260 So that might be a useful site for you. 02:32:32.260 --> 02:32:34.540 And through the Commission orders approving utilities' 02:32:34.540 --> 02:32:37.810 transition plans the Commission did encourage 02:32:37.810 --> 02:32:40.560 each utility company to offer those flexible payment plans 02:32:40.560 --> 02:32:44.100 and to provide outreach to customers. 02:32:44.100 --> 02:32:48.840 And many of them do, they have a web page dedicated 02:32:48.840 --> 02:32:52.300 to COVID-19 issues, they also issued press release 02:32:52.300 --> 02:32:57.300 and they use their social media as well, next slide please. 02:32:58.980 --> 02:33:01.970 So another question that I was asked 02:33:01.970 --> 02:33:04.270 was what are the possible impacts of lifting 02:33:04.270 --> 02:33:05.690 the consumer protections 02:33:05.690 --> 02:33:10.440 and what mitigation measures are in place? 02:33:10.440 --> 02:33:13.670 So the companies do the transition plans 02:33:13.670 --> 02:33:16.780 started a resumption of disconnections, 02:33:16.780 --> 02:33:20.590 and natural gas companies started in mainly in August 02:33:20.590 --> 02:33:25.283 and electrics resumed in September for their approved plans. 02:33:26.480 --> 02:33:29.500 So we did expect that there would be an increase of calls 02:33:29.500 --> 02:33:34.020 to our call center and to the utilities call center, 02:33:34.020 --> 02:33:36.800 so if a company requested a waiver 02:33:36.800 --> 02:33:40.030 of our call response time requirements in our roles 02:33:40.960 --> 02:33:44.500 and notification to the Commission, 02:33:44.500 --> 02:33:47.950 if they could not meet those standards, 02:33:47.950 --> 02:33:50.583 the Commission did waive those requirements, 02:33:51.642 --> 02:33:53.850 and then we just prepared our call center staff 02:33:53.850 --> 02:33:56.270 and all of our staff with the knowledge they needed 02:33:56.270 --> 02:33:59.220 to help customer find assistance out there, 02:33:59.220 --> 02:34:01.583 and know what plans are available to them. 02:34:02.650 --> 02:34:06.420 Also, we assumed that there was going to be customers 02:34:06.420 --> 02:34:08.940 who have never needed assistance before that were going 02:34:08.940 --> 02:34:12.000 to need assistance and not know where to find it. 02:34:12.000 --> 02:34:17.000 So again, outreach efforts with different agencies 02:34:17.120 --> 02:34:22.120 and with our utilities was very key to that, 02:34:23.710 --> 02:34:24.913 next slide, please. 02:34:28.040 --> 02:34:30.320 Also, we thought there would be... 02:34:30.320 --> 02:34:33.540 I will say with the call center I wanted to say that I, 02:34:33.540 --> 02:34:36.840 we did just check our numbers, we did not get the increase 02:34:36.840 --> 02:34:38.660 in call volume that we thought we would get 02:34:38.660 --> 02:34:43.270 in August and September, it may be because companies 02:34:43.270 --> 02:34:47.060 were exposed to move back into its disconnections 02:34:47.060 --> 02:34:49.770 or it could be our outreach that did a wonderful job. 02:34:49.770 --> 02:34:53.135 We're still revealing all of our data. 02:34:53.135 --> 02:34:57.400 So we also expected an increase in disconnections. 02:34:57.400 --> 02:34:59.520 Again, this is pretty early since the company 02:34:59.520 --> 02:35:02.000 has just started disconnections, 02:35:02.000 --> 02:35:04.230 just as a quick glance, it looks like our numbers 02:35:04.230 --> 02:35:06.930 are lower than they were for last year, 02:35:06.930 --> 02:35:10.550 but we will continue to monitor those activities, 02:35:10.550 --> 02:35:13.460 and any directives that we get from the Governor's office 02:35:13.460 --> 02:35:18.140 I'm sure the Commission will take action if needed. 02:35:18.140 --> 02:35:23.060 Also we do have medical certificates that customers can use 02:35:23.060 --> 02:35:28.060 if there is an illness or a medical issue in the household, 02:35:28.710 --> 02:35:33.310 it delays disconnection for 30 days, and it could be used up 02:35:33.310 --> 02:35:35.663 to three times in a 12 month period. 02:35:36.580 --> 02:35:41.390 Also, we did fear that there'd be some increased activity 02:35:41.390 --> 02:35:43.290 at the community action agencies, 02:35:43.290 --> 02:35:48.290 as they process our applications for PIPP and LIHEAP funds. 02:35:48.820 --> 02:35:53.510 So the Commission did suspend for a period of time, 02:35:53.510 --> 02:35:57.820 the re-verification requirements to be on PIPP program 02:35:57.820 --> 02:36:01.190 where you have to rebury annually your income. 02:36:01.190 --> 02:36:04.100 And also the requirement at the anniversary date, 02:36:04.100 --> 02:36:06.200 where you have to be current 02:36:06.200 --> 02:36:10.580 on your 12 month installment plan. 02:36:10.580 --> 02:36:14.313 And so that was waived for a time period as well, 02:36:15.200 --> 02:36:16.603 and next slide please. 02:36:18.180 --> 02:36:19.890 So what are the economic impacts 02:36:21.530 --> 02:36:23.860 regarding these consumer protection programs? 02:36:23.860 --> 02:36:27.730 So immediately we don't believe that the rate payers 02:36:27.730 --> 02:36:31.560 will see an impact due to the regulatory leg, 02:36:31.560 --> 02:36:35.470 but we do expect that there could possibly be in impacts 02:36:35.470 --> 02:36:38.943 on the uncollectable riders decoupling riders, 02:36:38.943 --> 02:36:42.870 or a increase in requests for deferral recovery 02:36:42.870 --> 02:36:47.870 due to COVID expenses, the immediate part on the utilities 02:36:48.180 --> 02:36:53.130 would be pashed flow decrease a loss of sales 02:36:54.500 --> 02:36:57.193 and some COVID related expense. 02:36:58.160 --> 02:36:59.290 Next slide, please 02:37:01.720 --> 02:37:03.460 So to help manage these impact. 02:37:03.460 --> 02:37:07.140 Again, outreach was a key 'cause we do know there 02:37:07.140 --> 02:37:12.140 is available funds through the CARES Act that governments, 02:37:12.178 --> 02:37:16.910 cities, and counties have received, we wanna make sure 02:37:16.910 --> 02:37:21.610 that those funds are distributed to customers that need them 02:37:21.610 --> 02:37:24.280 and customers know where to find them. 02:37:24.280 --> 02:37:26.680 Again, the Commission wants to make sure 02:37:26.680 --> 02:37:30.790 that the utilities are also tracking cost savings 02:37:30.790 --> 02:37:32.420 along with expenses. 02:37:32.420 --> 02:37:37.420 If they are going to seek recovery for any deferrals. 02:37:39.720 --> 02:37:44.250 And again, increase with the flexible payment arrangements 02:37:44.250 --> 02:37:48.920 to help customers maintain service, to get to this pandemic 02:37:48.920 --> 02:37:53.750 to help decrease any impact on the uncollectable rider, 02:37:53.750 --> 02:37:57.570 so that's the end of my presentation. 02:37:57.570 --> 02:38:00.830 Hopefully I've answered the questions for you later. 02:38:00.830 --> 02:38:02.430 Thank you. 02:38:02.430 --> 02:38:03.950 Wonderful, thank you Barbara. 02:38:03.950 --> 02:38:06.892 And yeah, we'll take questions for all the panelists 02:38:06.892 --> 02:38:11.892 and to refill your presentation. 02:38:14.020 --> 02:38:16.130 Thank you, Alison, and thank you to the staff 02:38:16.130 --> 02:38:18.680 at the California Public Utilities Commission 02:38:18.680 --> 02:38:20.620 for inviting me to speak today. 02:38:20.620 --> 02:38:22.030 My name is Theresa Washington, 02:38:22.030 --> 02:38:24.260 I'm the manager of Credit Hardship Programs 02:38:24.260 --> 02:38:27.100 and Protections here at Eversource Energy. 02:38:27.100 --> 02:38:28.750 And I'm gonna be sharing with everybody 02:38:28.750 --> 02:38:31.540 about our arrears management programs. 02:38:31.540 --> 02:38:33.270 We do have programs that are available 02:38:33.270 --> 02:38:36.670 that help customers reduce those past due balances, 02:38:36.670 --> 02:38:38.650 it's a real win-win for everyone, 02:38:38.650 --> 02:38:41.730 and because especially important right now 02:38:41.730 --> 02:38:44.170 is that our customers are facing these challenges, 02:38:44.170 --> 02:38:47.623 they've never seen before due to the pandemic, next slide. 02:38:50.630 --> 02:38:52.320 And I know what the interest of time, 02:38:52.320 --> 02:38:54.940 I'll certainly just share quickly. 02:38:54.940 --> 02:38:57.200 Of course with Eversource Energy, 02:38:57.200 --> 02:39:01.010 we are covering three states between Connecticut, 02:39:01.010 --> 02:39:05.690 Massachusetts and New Hampshire for gas, electric 02:39:05.690 --> 02:39:09.790 and water utilities with over 4 million customers. 02:39:09.790 --> 02:39:13.750 Next slide, thank you. 02:39:13.750 --> 02:39:15.310 I'll be discussing the importance 02:39:15.310 --> 02:39:17.170 of our utilities offering programs 02:39:17.170 --> 02:39:19.200 that help low-income customers. 02:39:19.200 --> 02:39:23.150 What tools do we have, as a utility in our toolbox, 02:39:23.150 --> 02:39:26.860 provide a deeper look into our arrears management programs 02:39:26.860 --> 02:39:29.630 and then finally share with you about Eversource's response 02:39:29.630 --> 02:39:31.990 to the pandemic, and how we are, 02:39:31.990 --> 02:39:35.833 or plan on returning to business as usual, next slide. 02:39:37.810 --> 02:39:40.280 So what should the utilities offer these programs 02:39:40.280 --> 02:39:42.310 that help low-income customers? 02:39:42.310 --> 02:39:44.810 We know what the trifecta of benefits that start 02:39:44.810 --> 02:39:47.930 with operational benefits, the last thing we wanna do 02:39:47.930 --> 02:39:50.190 is disconnect service to customers 02:39:50.190 --> 02:39:53.590 by offering these programs that help low-income customers 02:39:53.590 --> 02:39:57.020 maintain service and pay down those past due balances, 02:39:57.020 --> 02:40:00.373 we can avoid field visits by our technician. 02:40:01.310 --> 02:40:03.460 There's societal benefits, right? 02:40:03.460 --> 02:40:05.200 We keeping the balances low, 02:40:05.200 --> 02:40:08.200 helps customers by reducing any costs 02:40:08.200 --> 02:40:10.163 that are borne by all rate payers. 02:40:11.080 --> 02:40:12.850 And then there's customer benefits, 02:40:12.850 --> 02:40:14.380 but I'll go into the customer benefits 02:40:14.380 --> 02:40:17.283 in just a few slides, next, please. 02:40:19.200 --> 02:40:22.070 So what are the tools in our toolbox, right? 02:40:22.070 --> 02:40:24.630 Two of our three states currently offer 02:40:24.630 --> 02:40:28.040 in arrears management program, which are programs offered 02:40:28.040 --> 02:40:30.830 to the low-income customers that helps reduce 02:40:30.830 --> 02:40:33.970 or even eliminate past due balances. 02:40:33.970 --> 02:40:36.270 We have discount utility rates. 02:40:36.270 --> 02:40:39.220 So customers who are receiving public assistance 02:40:39.220 --> 02:40:41.490 they're eligible for a discounted utility rate. 02:40:41.490 --> 02:40:44.110 And we have those available in Massachusetts 02:40:44.110 --> 02:40:45.163 and in New Hampshire. 02:40:46.210 --> 02:40:47.400 Payment arrangements, 02:40:47.400 --> 02:40:49.670 we've always offered payment arrangements 02:40:49.670 --> 02:40:52.900 to our customers in which customers can spread payments 02:40:52.900 --> 02:40:55.810 over maybe a six month period of time, 02:40:55.810 --> 02:41:00.810 due to COVID those have expanded to 12 months 02:41:00.880 --> 02:41:04.193 for our Massachusetts New Hampshire area, 02:41:04.193 --> 02:41:06.953 and in Connecticut, up to 24 months. 02:41:08.040 --> 02:41:11.480 We have deposit rules under normal course of business, 02:41:11.480 --> 02:41:14.750 of course, deposits are built at the time of connect 02:41:14.750 --> 02:41:17.550 or collected upon reconnect. 02:41:17.550 --> 02:41:19.330 Now that deposits are held usually 02:41:19.330 --> 02:41:22.003 for a specified period of time, 02:41:23.180 --> 02:41:27.190 we have energy efficiency programs that customers 02:41:27.190 --> 02:41:31.090 who are eligible can receive home energy assessments 02:41:31.090 --> 02:41:34.600 at no cost to them, we send an energy specialist 02:41:34.600 --> 02:41:36.120 they can assess the homes needs, 02:41:36.120 --> 02:41:38.720 installed energy savings products. 02:41:38.720 --> 02:41:41.670 The goal is really to reduce that energy bills 02:41:41.670 --> 02:41:42.893 through these programs. 02:41:44.020 --> 02:41:46.940 We also offer budget building which customers 02:41:46.940 --> 02:41:51.030 can pay their average bill over a 12 month period. 02:41:51.030 --> 02:41:53.400 It really levelized his payments for customers 02:41:53.400 --> 02:41:55.690 and gives customers peace of mind 02:41:55.690 --> 02:41:57.533 with fixed monthly payments. 02:41:58.480 --> 02:42:01.410 But covered some of the tools that we have in the toolbox 02:42:01.410 --> 02:42:05.240 and now we'll go into our arrears management program, 02:42:05.240 --> 02:42:06.073 next slide. 02:42:07.790 --> 02:42:10.690 So these are essentially the financial assistance programs, 02:42:10.690 --> 02:42:12.700 they're really designed to help reduce 02:42:12.700 --> 02:42:15.120 even eliminate those past due balances 02:42:15.120 --> 02:42:17.090 with forgiveness credits, 02:42:17.090 --> 02:42:19.333 given to customers with consistent payments, 02:42:20.330 --> 02:42:23.010 residential customers that are receiving benefits 02:42:23.010 --> 02:42:27.000 such as with WIC, food stamps, their income may fall 02:42:27.000 --> 02:42:30.870 at or below the 60% of the state medium income 02:42:30.870 --> 02:42:35.340 which is something that Connecticut and Massachusetts use 02:42:35.340 --> 02:42:37.650 at the state medium income level. 02:42:37.650 --> 02:42:39.820 They're eligible for our programs, 02:42:39.820 --> 02:42:42.950 and by participating customers are avoiding disconnection 02:42:42.950 --> 02:42:45.530 of service and they gain a fresh start 02:42:45.530 --> 02:42:49.403 as they reduce those past due balances, next slide. 02:42:52.330 --> 02:42:54.580 So you've actually heard me already speak to some 02:42:54.580 --> 02:42:57.340 of the benefits of those programs as it promotes 02:42:57.340 --> 02:43:01.680 and enables consistent payment, what customers are enrolled 02:43:01.680 --> 02:43:03.480 their services protected and the customer 02:43:03.480 --> 02:43:07.060 is getting a fresh start, by reducing their past due balance 02:43:07.060 --> 02:43:09.913 through the forgiveness credits and monthly payments. 02:43:10.820 --> 02:43:13.320 Our arrears management program here at Eversource, 02:43:13.320 --> 02:43:17.700 it's called new start, we have just over 19,000 customers 02:43:17.700 --> 02:43:20.340 in Connecticut and Massachusetts that are enrolled right now 02:43:20.340 --> 02:43:23.490 in the program, and we're in the process of expanding 02:43:23.490 --> 02:43:25.373 that to our New Hampshire base. 02:43:26.980 --> 02:43:29.217 Excellent, last topic I'll cover 02:43:32.980 --> 02:43:36.360 is really our company's response to the pandemic. 02:43:36.360 --> 02:43:38.910 Back in March when we started learning more and more 02:43:38.910 --> 02:43:40.940 about the pandemic, we took action 02:43:40.940 --> 02:43:43.647 to suspend the termination notices 02:43:43.647 --> 02:43:46.870 and shut off the cross all three states. 02:43:46.870 --> 02:43:50.370 We simplified our enrollment into our new start program, 02:43:50.370 --> 02:43:52.270 so if customers fell off the program 02:43:52.270 --> 02:43:55.850 because of missed payments, they could easily re-enroll 02:43:55.850 --> 02:43:57.713 no upfront payment requirements. 02:43:58.790 --> 02:44:01.720 There were years management programs really have always been 02:44:01.720 --> 02:44:05.220 for residential customers, but we did introduce 02:44:05.220 --> 02:44:08.410 a small business arrears management program 02:44:08.410 --> 02:44:11.985 or forgiveness program where a business customers 02:44:11.985 --> 02:44:15.590 if they participate in the payment arrangements 02:44:15.590 --> 02:44:18.670 that they have in upon their first payment, 02:44:18.670 --> 02:44:21.180 into our small business program, 02:44:21.180 --> 02:44:23.943 their April utility bill would be credited. 02:44:25.030 --> 02:44:26.700 So we really think that's a great tool 02:44:26.700 --> 02:44:30.340 to expand the forgiveness programs 02:44:30.340 --> 02:44:33.160 to not only residential customers, but giving opportunity 02:44:33.160 --> 02:44:35.403 for our business customers to participate. 02:44:36.750 --> 02:44:40.260 And lastly, we applied security deposits up 02:44:40.260 --> 02:44:44.700 to $20 million in security deposits that we applied back 02:44:44.700 --> 02:44:47.710 to our business and residential customers 02:44:47.710 --> 02:44:50.003 that had passed you arrears balances. 02:44:50.970 --> 02:44:54.240 So we help to reduce it, so there were security deposits 02:44:54.240 --> 02:44:57.150 that we already had on hand and customers in need. 02:44:57.150 --> 02:45:00.393 We were able to apply those to those arrears balances. 02:45:02.030 --> 02:45:02.863 Next slide. 02:45:06.150 --> 02:45:08.720 So I've touched upon the work that Eversource has done 02:45:08.720 --> 02:45:11.560 to reduce the balances through our programs, 02:45:11.560 --> 02:45:13.610 extended payment plans, 02:45:13.610 --> 02:45:17.140 and the security deposit application back 02:45:17.140 --> 02:45:18.800 to the past due balances. 02:45:18.800 --> 02:45:20.530 But there is a time that's gonna come. 02:45:20.530 --> 02:45:23.260 You know, where the company is resuming a normal course 02:45:23.260 --> 02:45:25.690 of business to the best of our ability 02:45:25.690 --> 02:45:29.063 and with the most CARE for how this impacts our customers. 02:45:30.060 --> 02:45:32.840 So New Hampshire was the first of our service territories 02:45:32.840 --> 02:45:36.380 to resume disconnect notices and shut off actions. 02:45:36.380 --> 02:45:39.180 But we relied on our strong relationships 02:45:39.180 --> 02:45:40.970 with the key stakeholders, 02:45:40.970 --> 02:45:43.370 such as the office of consumer council, 02:45:43.370 --> 02:45:47.490 the public utility Commission, their social agencies 02:45:47.490 --> 02:45:51.440 and community based organizations to really work together 02:45:51.440 --> 02:45:54.710 to develop a plan of how to resume collections 02:45:54.710 --> 02:45:56.403 and being in shutoff, if needed. 02:45:57.380 --> 02:45:59.050 We were able to have these discussions 02:45:59.050 --> 02:46:01.560 because we built awareness around the actions 02:46:01.560 --> 02:46:04.023 that were taken and the programs offered. 02:46:04.870 --> 02:46:08.080 Customers received monthly communications 02:46:08.080 --> 02:46:12.150 through various messages, we did texts, email letters, 02:46:12.150 --> 02:46:15.100 live outbound calling press releases. 02:46:15.100 --> 02:46:19.010 We put information up front on our IVR system 02:46:19.010 --> 02:46:22.060 to directly tell all customers about the payment plans 02:46:22.060 --> 02:46:26.230 that we have, so communicating, communicating, 02:46:26.230 --> 02:46:27.737 and communicating about programs 02:46:27.737 --> 02:46:30.657 and services available, was really key. 02:46:31.590 --> 02:46:34.590 We expanded our outreach by holding webinars 02:46:34.590 --> 02:46:38.420 for our business customers and our residential customers, 02:46:38.420 --> 02:46:42.600 we even did webinars for our agencies. 02:46:42.600 --> 02:46:46.440 So we wanted to share what the utilities were doing 02:46:46.440 --> 02:46:48.223 what programs we had available. 02:46:49.913 --> 02:46:53.000 And Eversource is navigating really an uncharted waters, 02:46:53.000 --> 02:46:55.220 like many of the other utilities, 02:46:55.220 --> 02:46:57.390 are everything that I'm hearing today. 02:46:57.390 --> 02:46:59.710 We kind of are in the same boat. 02:46:59.710 --> 02:47:02.400 I believe that using those tools in our tool box 02:47:02.400 --> 02:47:05.150 and providing customers with programs that can ease 02:47:05.150 --> 02:47:08.790 that financial burden, customers may feel right now 02:47:08.790 --> 02:47:10.740 it's gonna help us get through, Alison. 02:47:15.051 --> 02:47:16.560 All right, thank you so much Theresa. 02:47:16.560 --> 02:47:20.333 And I wanna you thank again all of our panelists then, 02:47:21.180 --> 02:47:24.020 and then Jim Zolnierek, that's the end. 02:47:24.020 --> 02:47:27.160 Barbara Bossart and Theresa Washington. 02:47:27.160 --> 02:47:29.130 We're gonna turn it over to the Commissioners 02:47:29.130 --> 02:47:32.080 to ask questions before as I do that, 02:47:32.080 --> 02:47:34.530 just wanna also think Chayla Funk 02:47:34.530 --> 02:47:38.400 who did all the upfront research in order to understand 02:47:38.400 --> 02:47:42.790 what does variety and diversity of the tools in the toolbox 02:47:42.790 --> 02:47:45.420 or policies to protect the customers 02:47:45.420 --> 02:47:48.110 are that these different jurisdictions brings. 02:47:48.110 --> 02:47:50.800 So thanks again Chayla for your efforts, 02:47:50.800 --> 02:47:52.123 getting us to this point. 02:47:53.616 --> 02:47:56.963 So Commissioners, please feel free to just unmute yourself. 02:47:58.610 --> 02:47:59.757 This is Commissioner Rechtschaffen, 02:47:59.757 --> 02:48:03.543 and Barbara I have a question for you. 02:48:05.490 --> 02:48:08.480 You said that since you've resumed disconnections 02:48:09.360 --> 02:48:12.470 since you resumed disconnection has been lower 02:48:12.470 --> 02:48:13.623 than last year. 02:48:15.590 --> 02:48:18.980 Yeah, we're still like reviewing our data. 02:48:18.980 --> 02:48:22.640 It comes in a little behind, 02:48:22.640 --> 02:48:26.950 so since they just gas just started in August and September 02:48:26.950 --> 02:48:30.140 started or electric started September, 02:48:30.140 --> 02:48:32.530 it does look like it's still lower than it was 02:48:32.530 --> 02:48:35.380 in previous years, but you know, 02:48:35.380 --> 02:48:37.929 we're not sure if that's just the ramping up 02:48:37.929 --> 02:48:42.929 from the utility companies and or is it, you know 02:48:44.580 --> 02:48:47.910 because they are offering flexible payment plans, not just 02:48:48.970 --> 02:48:52.490 you know, customers finding the assistance that they need. 02:48:52.490 --> 02:48:53.810 Well, that was my question. 02:48:53.810 --> 02:48:55.340 What do you attribute that 02:48:55.340 --> 02:48:57.200 to when do you expect it to last... 02:48:58.919 --> 02:49:01.883 We're still analyzing, yep, still looking. 02:49:06.050 --> 02:49:07.517 Thank you. 02:49:07.517 --> 02:49:09.830 And Barbara I also had a question for you, 02:49:09.830 --> 02:49:14.220 and I wonder if maybe I just misunderstood, 02:49:14.220 --> 02:49:16.580 but on the PIPP program, and by the way, 02:49:16.580 --> 02:49:19.490 every time we've been looking into PIPP programs 02:49:19.490 --> 02:49:21.880 everyone always references Ohio. 02:49:21.880 --> 02:49:24.850 So sounds like you have a good reputation there 02:49:24.850 --> 02:49:29.673 but did I understand correctly that it's a $10 a month 02:49:32.600 --> 02:49:37.063 pretty much set or lower based on a potential? 02:49:38.079 --> 02:49:43.079 It's 6% of your income, monthly income or 10% of $10 02:49:46.900 --> 02:49:49.930 whichever is less, so if you have zero monthly income, 02:49:49.930 --> 02:49:51.833 you would have to at least pay $10, 02:49:53.870 --> 02:49:57.823 but otherwise it's 6% of your household monthly income. 02:49:58.810 --> 02:50:02.370 I should note that we did just have a rulemaking proceeding 02:50:02.370 --> 02:50:07.370 and the Commission did agree to a 5%, but it's still going 02:50:09.000 --> 02:50:12.613 through the rule making process, so I just wanna note that. 02:50:13.950 --> 02:50:16.190 Oh okay, 'cause it says whichever is less. 02:50:16.190 --> 02:50:18.850 So does that mean the most it could be $10 02:50:18.850 --> 02:50:21.100 or is it whichever is... 02:50:21.100 --> 02:50:24.220 Oh, I'm so sorry, it should be. 02:50:24.220 --> 02:50:27.571 Whichever is more I'll hop up. 02:50:27.571 --> 02:50:32.017 Yeah, I see, I see, okay, that makes sense. 02:50:34.955 --> 02:50:39.943 Okay, and how many customers do you have participating? 02:50:44.683 --> 02:50:47.283 I just looked at those numbers one moment here. 02:50:52.440 --> 02:50:56.953 I could give you 2019 numbers for the total 02:50:58.240 --> 02:51:03.100 for all of our investor owned electric electric customers. 02:51:03.100 --> 02:51:06.267 It's about 220,000 and in 2019 it was less, 02:51:20.270 --> 02:51:23.213 it was just 9,466. 02:51:25.680 --> 02:51:26.520 Thank you. 02:51:26.520 --> 02:51:28.090 I'm so sorry, that's not correct. 02:51:28.090 --> 02:51:31.590 That was just one company, I was like, that's not right. 02:51:31.590 --> 02:51:36.157 Sorry about that, it's about roughly 120. 02:51:37.230 --> 02:51:38.130 On the gas side? 02:51:39.050 --> 02:51:43.320 Okay, and in general, is there a certain 02:51:43.320 --> 02:51:46.350 are these customers that are participating in the PIPP? 02:51:48.180 --> 02:51:51.910 Do they see a certain demographic in terms of anything 02:51:51.910 --> 02:51:56.780 are they typically older or is it mostly 02:51:56.780 --> 02:51:59.380 just the income driven? 02:51:59.380 --> 02:52:04.380 I will say I'm not the PIPP the expert, but it is. 02:52:04.400 --> 02:52:06.980 So I don't know if we know the demographics 02:52:06.980 --> 02:52:10.987 like I said, we do know it's a hundred 02:52:10.987 --> 02:52:13.930 you know, 150% of the poverty level. 02:52:13.930 --> 02:52:17.660 And I do believe we do have like such a sixth 02:52:17.660 --> 02:52:22.660 of the population, the percentage which each bucket, 02:52:24.810 --> 02:52:28.250 the customer falls in, if they're closer to 150%, 02:52:28.250 --> 02:52:31.200 or if there are 75% of the poverty level. 02:52:31.200 --> 02:52:33.630 But I'm not sure that we have an age, 02:52:33.630 --> 02:52:36.460 a demographic age range 02:52:36.460 --> 02:52:40.820 but I will ask our PIPP expert on that 02:52:40.820 --> 02:52:42.620 and provide that information to you. 02:52:43.717 --> 02:52:47.300 Thank you, and I'm trying to see if anyone else 02:52:47.300 --> 02:52:50.673 has questions that I do have another question for Theresa. 02:52:52.480 --> 02:52:55.547 And one of the things Theresa you mentioned 02:52:55.547 --> 02:52:58.450 and I think a few of your colleagues here 02:52:58.450 --> 02:53:03.450 about just some of the basic things, having the IOUs 02:53:04.510 --> 02:53:07.420 like yourself, you mentioned that you are putting things 02:53:07.420 --> 02:53:11.680 on your website having, by the way, 02:53:11.680 --> 02:53:15.040 I think the small business AMP kind 02:53:15.040 --> 02:53:19.070 of it's so two questions for you. 02:53:19.070 --> 02:53:21.560 One is, can you talk a little bit 02:53:21.560 --> 02:53:25.660 about how you got approval for some of your COVID responses? 02:53:25.660 --> 02:53:28.863 Was there a settlement process? 02:53:29.852 --> 02:53:34.540 I know in a previous conversation in talking to Jim, 02:53:34.540 --> 02:53:36.570 he discussed this kind of master settlement 02:53:36.570 --> 02:53:39.740 that came together and Illinois, was there some process 02:53:39.740 --> 02:53:42.100 that allowed you to move quickly as an example 02:53:42.100 --> 02:53:45.640 to establish a small business arrearage forgiveness. 02:53:45.640 --> 02:53:50.520 And maybe I'll just stop with that question. 02:53:50.520 --> 02:53:54.210 Thank you so much Commissioner, that is a great question. 02:53:54.210 --> 02:53:57.430 In Massachusetts that's where we were able 02:53:57.430 --> 02:54:02.100 to launch a small business arrear to forgiveness program. 02:54:02.100 --> 02:54:04.910 It did go through an approval process. 02:54:04.910 --> 02:54:09.910 So it went through the DQC out in Massachusetts 02:54:11.660 --> 02:54:15.650 and we proposed it earlier in the season 02:54:17.130 --> 02:54:18.380 when the shut-off protections they began, 02:54:18.380 --> 02:54:21.820 and it did take a little while through discussions 02:54:21.820 --> 02:54:26.610 and we had to wait for approval to launch that, 02:54:26.610 --> 02:54:30.380 we have proposed it here in Connecticut, 02:54:30.380 --> 02:54:34.300 however we haven't received approval to move forward yet. 02:54:34.300 --> 02:54:38.580 So right now that is a program that's available 02:54:38.580 --> 02:54:40.940 to our Massachusetts business customers. 02:54:40.940 --> 02:54:42.560 But absolutely we did have to go 02:54:42.560 --> 02:54:45.010 through the approval process with the Commission. 02:54:50.910 --> 02:54:55.170 Thank you, and many of you it sounds like you 02:54:55.170 --> 02:54:57.840 as a company have put these concepts together 02:54:57.840 --> 02:55:00.460 and requested them, have any of them come 02:55:00.460 --> 02:55:02.383 about any sort of different way. 02:55:03.480 --> 02:55:08.330 So as far as the applying security deposit back 02:55:08.330 --> 02:55:09.710 to customers, that is something 02:55:09.710 --> 02:55:14.710 that we did proactively propose and received approval to do 02:55:15.530 --> 02:55:19.360 through the authority. 02:55:19.360 --> 02:55:23.180 When it came to the 24 month payment plan, 02:55:23.180 --> 02:55:25.930 and please know that I'm not sure if I mentioned it before 02:55:25.930 --> 02:55:28.460 there is no down payment requirements 02:55:28.460 --> 02:55:31.710 for our 24 month extended payment plan. 02:55:31.710 --> 02:55:36.080 It's available to all customers, residential and commercial 02:55:36.080 --> 02:55:39.573 that did come forth at the request of the Commission. 02:55:41.280 --> 02:55:45.000 So it wasn't where we you know, created that idea 02:55:45.000 --> 02:55:48.030 and delivered it, but yeah, absolutely 02:55:48.030 --> 02:55:51.680 that was through the Commission offering that extension 02:55:51.680 --> 02:55:56.130 of a payment plan, but we did proactively indicate 02:55:57.090 --> 02:56:00.758 that with our new start or our arrears management program, 02:56:00.758 --> 02:56:02.740 customers that fell off, 02:56:02.740 --> 02:56:07.130 we were waiving those reenrollment, you know 02:56:07.130 --> 02:56:10.210 any costs because typically we would ask customers 02:56:10.210 --> 02:56:12.860 that fell off the program to make up whatever miss payments 02:56:12.860 --> 02:56:17.350 they had under the circumstances we are allowing 02:56:17.350 --> 02:56:19.260 certainly if they customers qualify 02:56:19.260 --> 02:56:21.010 they need to get back on the programs 02:56:21.010 --> 02:56:22.893 there's no cost for them to do so. 02:56:25.344 --> 02:56:28.567 And one short followup is the 24 month payment plan 02:56:29.660 --> 02:56:32.363 with no down payment, is that a limited time? 02:56:35.500 --> 02:56:37.040 Yeah, how long has that? 02:56:37.040 --> 02:56:40.930 So that was originally being offered here in Connecticut 02:56:40.930 --> 02:56:43.970 through November 1st which was inline 02:56:43.970 --> 02:56:48.390 with the end of the shutoff moratoria 02:56:48.390 --> 02:56:52.100 which was October 31st here in Connecticut. 02:56:52.100 --> 02:56:54.290 And we have a winter moratorium period 02:56:54.290 --> 02:56:59.290 that began November 1st, we did receive about two weeks ago 02:57:00.320 --> 02:57:04.630 or so approval from the Commission or a request 02:57:04.630 --> 02:57:09.200 to extend that through February 9th of 2021 02:57:09.200 --> 02:57:13.563 or until the Governor lifts, maybe the state of emergency. 02:57:14.570 --> 02:57:17.543 So it has been extended through that period of time. 02:57:18.940 --> 02:57:19.940 Thank you. 02:57:19.940 --> 02:57:20.790 You're welcome. 02:57:28.627 --> 02:57:32.210 Other questions from other Commissioners. 02:57:33.590 --> 02:57:35.770 This is Genevieve no questions, 02:57:35.770 --> 02:57:38.490 just really my appreciation 02:57:38.490 --> 02:57:41.960 and thanks for the workshop today. 02:57:41.960 --> 02:57:46.960 I learned a lot and I think that communication is really key 02:57:48.940 --> 02:57:53.370 and keeping your customers informed of what is available 02:57:53.370 --> 02:57:56.730 to them and then what they need to plan for 02:57:56.730 --> 02:58:01.730 as we head to 2021, and I know there's work ahead to us 02:58:02.325 --> 02:58:07.325 on evaluating options in future proceedings, 02:58:07.630 --> 02:58:10.907 the information is very helpful, so thank you to all. 02:58:21.745 --> 02:58:23.780 All right, great, we'll wait to see 02:58:23.780 --> 02:58:25.000 if other Commissioners have any other questions 02:58:25.000 --> 02:58:28.230 or comments I'm gonna do a quick round 02:58:28.230 --> 02:58:31.333 of the panelists with a question I have. 02:58:32.670 --> 02:58:36.960 You know, you've been hearing about what our picture here 02:58:36.960 --> 02:58:41.080 in California today, as far as the options policies already 02:58:41.080 --> 02:58:44.980 in place, and then the customers and our data 02:58:44.980 --> 02:58:49.980 is showing regarding customer impact from COVID. 02:58:50.800 --> 02:58:55.013 And I wanted to ask if you've had representatives 02:58:56.330 --> 02:59:00.133 or, you know, personally representing your state or not, 02:59:01.260 --> 02:59:04.280 but what you would say the policy 02:59:04.280 --> 02:59:07.600 that California should potentially or actions 02:59:07.600 --> 02:59:11.120 that we should potentially consider given what you know, 02:59:11.120 --> 02:59:15.270 as far as your offerings in your state, and what you've seen 02:59:15.270 --> 02:59:17.713 that we at California currently are currently offering. 02:59:23.120 --> 02:59:27.860 So Alison out start with these questions. 02:59:27.860 --> 02:59:31.970 And, you know, hearing today, just the messages 02:59:31.970 --> 02:59:35.140 from what California is doing, even the other utilities 02:59:35.140 --> 02:59:39.810 you know, I think offering that we all have some sort 02:59:39.810 --> 02:59:43.410 of form of an a management program. 02:59:43.410 --> 02:59:47.220 I do think it did help where customers were able 02:59:47.220 --> 02:59:50.870 to use that security deposit, that we were holding 02:59:50.870 --> 02:59:53.440 and under normal circumstances you know, 02:59:53.440 --> 02:59:57.300 we would have applied those security deposits back 02:59:57.300 --> 02:59:59.413 after some consistent payment behavior, 03:00:00.752 --> 03:00:05.752 just by under the normal regulations that we have by state 03:00:05.920 --> 03:00:10.240 but helping those customers to get that relief 03:00:10.240 --> 03:00:12.780 that you know, we were getting some calls from customers 03:00:12.780 --> 03:00:15.710 to say, "I have a security deposit that you're holding, 03:00:15.710 --> 03:00:19.750 can you apply that to my past due balance?" 03:00:19.750 --> 03:00:24.310 and being able to do that and help those customers who, 03:00:24.310 --> 03:00:25.960 you know they were feeling anxious, 03:00:25.960 --> 03:00:29.290 how am I gonna pay this bill I don't have, 03:00:29.290 --> 03:00:30.700 the money up front. 03:00:30.700 --> 03:00:34.230 So the ability to use those dollars 03:00:34.230 --> 03:00:38.640 towards the past due balances I think was beneficial. 03:00:38.640 --> 03:00:42.860 And maybe you can be you know, adopted, you know, 03:00:42.860 --> 03:00:44.300 by other utilities, 03:00:44.300 --> 03:00:47.597 but I think that would be one, thank you. 03:00:49.340 --> 03:00:51.170 This is Jim from Illinois, 03:00:51.170 --> 03:00:53.700 we've run into a few glitches in terms of implementation 03:00:53.700 --> 03:00:55.810 that you might want to be aware of. 03:00:55.810 --> 03:00:58.400 We have a crisis assistance fund 03:00:58.400 --> 03:01:01.360 which provides little more than regular LIHEAP customers, 03:01:01.360 --> 03:01:02.430 particularly customers that 03:01:02.430 --> 03:01:05.040 are gonna be imminently disconnected, 03:01:05.040 --> 03:01:07.010 they have a disconnection notice that, you know, 03:01:07.010 --> 03:01:09.850 within seven days or they have been disconnected 03:01:09.850 --> 03:01:12.330 that provides them more funding. 03:01:12.330 --> 03:01:15.200 What we found out is that in some cases customers 03:01:16.250 --> 03:01:18.530 were calling the utilities and utilities 03:01:18.530 --> 03:01:22.090 were putting them all on for payment arrangement, 03:01:22.090 --> 03:01:23.490 but come to find out, 03:01:23.490 --> 03:01:25.100 you enter a deferred payment arrangement, 03:01:25.100 --> 03:01:29.300 you considered not subject to eminent disconnection, 03:01:29.300 --> 03:01:30.930 so they were losing that crisis funding, 03:01:30.930 --> 03:01:33.520 so we're struggling with those kinds of things. 03:01:33.520 --> 03:01:36.740 And related to that is when we were discussing 03:01:36.740 --> 03:01:38.270 with stakeholders you know, 03:01:38.270 --> 03:01:40.200 how utilities correspond with customers, 03:01:40.200 --> 03:01:42.240 there was a lot of desire for having sort 03:01:42.240 --> 03:01:44.530 of scripted language, you know, make sure 03:01:44.530 --> 03:01:48.527 that you say here, the deferred payment arrangements, 03:01:48.527 --> 03:01:51.110 and so you say it this way and that kind of thing, 03:01:51.110 --> 03:01:53.300 and what we're finding out a little bit anyway 03:01:53.300 --> 03:01:55.990 is that something like this was not foreseen. 03:01:55.990 --> 03:01:59.070 So the fact that we don't have an entirely script 03:01:59.070 --> 03:01:59.903 it's probably good, 03:01:59.903 --> 03:02:01.960 because now the consumer customer service agents 03:02:01.960 --> 03:02:03.950 can kind of discuss this option and say, 03:02:03.950 --> 03:02:07.240 well, you might wanna get your crisis assistance first 03:02:07.240 --> 03:02:08.603 and then enroll in a DPA. 03:02:09.596 --> 03:02:10.429 You know, that wasn't in the script 03:02:10.429 --> 03:02:12.020 that was originally proposed, 03:02:12.020 --> 03:02:14.650 so just be aware of those implementation issues 03:02:14.650 --> 03:02:17.561 and be a little bit flexible I think, 03:02:17.561 --> 03:02:20.061 because that can be important. 03:02:22.562 --> 03:02:27.040 I know we did find out many of our utilities continue 03:02:27.040 --> 03:02:29.670 to send the disconnection notices, 03:02:29.670 --> 03:02:32.610 even though they weren't disconnected, 03:02:32.610 --> 03:02:37.190 but they put notes on there just due to the programming, 03:02:37.190 --> 03:02:40.190 but also because many customers needed 03:02:40.190 --> 03:02:43.540 to provide a disconnection notice to get assistance. 03:02:43.540 --> 03:02:45.450 It was sometimes it was a requirement, 03:02:45.450 --> 03:02:48.610 so it was something that they would need. 03:02:48.610 --> 03:02:53.370 So I'm not sure if that's the same in California art or not 03:02:53.370 --> 03:02:57.810 but again, I think trying to help those customers find out 03:02:57.810 --> 03:03:02.810 where those funds are available to help them reduce 03:03:03.196 --> 03:03:08.196 their balance down and keep their service on as well as, 03:03:08.720 --> 03:03:12.130 you know, getting cash flow. 03:03:12.130 --> 03:03:16.390 So it doesn't ultimately impact all rate payers 03:03:16.390 --> 03:03:18.693 to help limit that impact. 03:03:24.850 --> 03:03:26.423 Wonderful, thank you. 03:03:30.040 --> 03:03:35.040 And before I'm just checking the Q&A box here 03:03:35.140 --> 03:03:39.500 but any other questions from even panelists 03:03:39.500 --> 03:03:40.850 to each other or the Commissioner, 03:03:40.850 --> 03:03:42.253 we have a few minutes left. 03:03:46.500 --> 03:03:51.250 Sure, I guess a question for Jim and Barbara 03:03:53.640 --> 03:03:58.220 and Leslie Ann too if you know but, are your 24 sounds 03:03:58.220 --> 03:04:01.763 like maybe Illinois 24 payment plan option 03:04:01.763 --> 03:04:03.050 with a continuous one? 03:04:03.050 --> 03:04:08.050 It's not a COVID response limited one, is that correct? 03:04:12.640 --> 03:04:16.210 No, that actually is a response to COVID, 03:04:16.210 --> 03:04:19.330 our previous we had requirement for payment plans 03:04:19.330 --> 03:04:22.820 that would be anywhere from four to 12 months 03:04:22.820 --> 03:04:26.670 and then the COVID package extended that to 18 and 24, 03:04:26.670 --> 03:04:29.630 if you were, you know, a hardship customer. 03:04:29.630 --> 03:04:33.943 So that's a COVID specific increase in an existing plan. 03:04:38.800 --> 03:04:41.740 And Barbara, is that the same for you guys? 03:04:41.740 --> 03:04:44.754 No, we did not make a requirement 03:04:44.754 --> 03:04:47.413 to increase what we already had in our rules, 03:04:47.413 --> 03:04:51.050 which were up to the 1/9th plan. 03:04:51.050 --> 03:04:56.050 But most of the companies did offer a 1/12th plan 03:04:59.210 --> 03:05:02.300 or they would work with customers 03:05:02.300 --> 03:05:05.940 and depending on the customer's need and their arrearage, 03:05:05.940 --> 03:05:08.769 they would offer a 1/24th 03:05:08.769 --> 03:05:10.869 but it was not mandated by the Commission. 03:05:20.052 --> 03:05:20.931 I was going to ask the question 03:05:20.931 --> 03:05:25.477 about the small business program that Theresa was talking 03:05:27.340 --> 03:05:32.340 about that had started on that kind of program. 03:05:38.413 --> 03:05:39.246 This is Jim from Illinois part 03:05:39.246 --> 03:05:44.240 of our negotiated agreement was plan for small businesses, 03:05:44.240 --> 03:05:46.520 commercial and industrial customers. 03:05:46.520 --> 03:05:49.570 It was not as generous as for residential customers, 03:05:49.570 --> 03:05:51.760 For example, I think you could get 03:05:51.760 --> 03:05:54.210 a deferred payment arrangement for up to three months 03:05:54.210 --> 03:05:59.210 with 33% down or up to six months with 50% down. 03:06:00.370 --> 03:06:04.670 And that was extended through August 26, 2020 03:06:04.670 --> 03:06:07.950 to business customers, and I should note in response 03:06:07.950 --> 03:06:10.910 to Commissioner says previous question 03:06:10.910 --> 03:06:14.770 that that DPA's deferred payment arrangements 03:06:14.770 --> 03:06:17.400 for up to 18-24 months are going to be offered only 03:06:17.400 --> 03:06:20.330 through December 26 right now, although there's discussion 03:06:20.330 --> 03:06:23.060 of you know, if the continuing crisis extending all 03:06:23.060 --> 03:06:25.360 of this things, those are ongoing discussions. 03:06:32.730 --> 03:06:34.880 Again, the Commission did not mandate it. 03:06:34.880 --> 03:06:37.670 It would have to be if the company offered it 03:06:37.670 --> 03:06:42.670 into their transition plans, and also top of my head, 03:06:43.260 --> 03:06:45.260 I think there was only one company, 03:06:45.260 --> 03:06:46.870 that I know that they were going to work with them, 03:06:46.870 --> 03:06:49.650 but I'm not aware of any arrearage crediting 03:06:49.650 --> 03:06:53.490 for small commercial I would have to review that 03:06:53.490 --> 03:06:55.733 all their transition plans again, I'm sorry. 03:07:00.339 --> 03:07:01.339 Thank you. 03:07:06.020 --> 03:07:11.020 Okay, well, I think we can move to wrapping up. 03:07:11.525 --> 03:07:15.707 I'll pass the Commissioners if you have any statements 03:07:17.062 --> 03:07:18.920 before I close out the meeting. 03:07:18.920 --> 03:07:20.490 Oh sure, thank you very much. 03:07:20.490 --> 03:07:23.250 I just again, very appreciative, 03:07:23.250 --> 03:07:25.330 particularly from the other states. 03:07:25.330 --> 03:07:29.410 So taking the time to share your creativity 03:07:29.410 --> 03:07:33.300 and your partnership with your customers and your utilities. 03:07:33.300 --> 03:07:36.170 And of course from all the local groups that we heard 03:07:36.170 --> 03:07:41.090 from in California, including our sister agency, SSD 03:07:42.610 --> 03:07:46.350 I found a lot of your comments extremely helpful, even just 03:07:46.350 --> 03:07:50.190 as a Commissioner Cheryl mentioned the importance 03:07:50.190 --> 03:07:53.593 of communication and clarity and transparency. 03:07:54.790 --> 03:07:57.920 I think we all heard the call for an ad hoc committee, 03:07:57.920 --> 03:08:02.170 we'll take that back to think through as well 03:08:02.170 --> 03:08:06.370 as many other recommendations here, so thank you. 03:08:06.370 --> 03:08:10.080 And again, I wanna thank the staff and energy division 03:08:10.080 --> 03:08:12.523 and Pao for helping put this together. 03:08:14.800 --> 03:08:16.190 And this is Commissioner Randolph, 03:08:16.190 --> 03:08:18.790 I just wanna thank everyone for their participation 03:08:18.790 --> 03:08:22.720 and also just highlight the importance 03:08:22.720 --> 03:08:25.660 of community based organizations 03:08:25.660 --> 03:08:29.690 in helping customers understand what's going on 03:08:29.690 --> 03:08:33.060 and what their options are, so I really wanna encourage 03:08:33.060 --> 03:08:35.940 that continued coordination and the extent 03:08:35.940 --> 03:08:37.910 an ad hoc committee can help improve 03:08:38.800 --> 03:08:40.800 I think that would be really beneficial. 03:08:47.074 --> 03:08:48.325 This is Commissioner Rechtschaffen, 03:08:48.325 --> 03:08:50.340 and I wanna echo what my colleagues said. 03:08:50.340 --> 03:08:53.190 I think this was gonna be a very very important time 03:08:53.190 --> 03:08:58.190 in the next few months and when some of the protections 03:08:59.190 --> 03:09:02.460 we put in place go away. 03:09:02.460 --> 03:09:06.517 So we really need to get to continue to input 03:09:06.517 --> 03:09:10.210 of the advocacy groups, I wanna thank the folks 03:09:10.210 --> 03:09:11.810 from our colleagues from Ohio 03:09:12.699 --> 03:09:14.667 and not just for participating today, 03:09:14.667 --> 03:09:17.770 but for helping to pioneer some of these programs 03:09:17.770 --> 03:09:18.970 that we're now relying on, 03:09:18.970 --> 03:09:21.517 it's nice to not just not to be the leader in everything, 03:09:21.517 --> 03:09:23.419 and to be able to borrow from some 03:09:23.419 --> 03:09:26.419 of the great consumer protection work that others have done. 03:09:33.870 --> 03:09:35.430 Wonderful, thank you. 03:09:35.430 --> 03:09:40.430 And just to final wrap up, I wanna remind our audience. 03:09:40.750 --> 03:09:45.750 We have been monitoring the Q&A often responding 03:09:46.210 --> 03:09:48.460 to questions there. 03:09:48.460 --> 03:09:51.620 Most of the questions that we didn't have a chance 03:09:51.620 --> 03:09:55.940 to respond to the notice that your question I you can, 03:09:55.940 --> 03:09:58.730 the audience can continue to submit any comments 03:09:58.730 --> 03:10:01.030 to the email address shown 03:10:01.030 --> 03:10:06.030 on the slide covidresponse@cpc.ca.gov by December 4. 03:10:08.520 --> 03:10:10.980 It may be that some of your comments or questions, 03:10:10.980 --> 03:10:13.240 or actually you know, parts of what 03:10:13.240 --> 03:10:15.330 we're considering here today, 03:10:15.330 --> 03:10:18.847 so we may not have a direct answer, but rather ingest that. 03:10:18.847 --> 03:10:22.240 It's a question as far as what options action 03:10:22.240 --> 03:10:25.770 could we consider as a Commission to take 03:10:25.770 --> 03:10:30.270 to address the impacts that customers 03:10:30.270 --> 03:10:35.270 are facing an energy customers in particular from COVID. 03:10:35.510 --> 03:10:40.510 So thank you everybody, and I hope you enjoy getting 03:10:41.170 --> 03:10:42.743 off nine minutes earlier. 03:10:44.070 --> 03:10:45.403 You're expected to a lunch break. 03:10:48.370 --> 03:10:49.203 Thank you. 03:10:51.414 --> 03:10:53.112 Thank you so much for having us.