Austin Energy outlines customer-assistance programs, canvassing and proposed 311-hour efficiencies

Carrie Overton, Austin Energy's chief customer officer, told the committee the utility's customer-care work focuses on bill support and flexibility, community outreach, customer-assistance programs (including CAP) and the medical vulnerable registry (MVR).

"We have a weather moratorium where we suspend disconnections, for nonpayment," Overton said, describing the moratorium used during extreme weather and summer months and noting MVR customers receive in-home visits, emergency plans, third-party contacts and wellness checks coordinated with Austin Public Health.

Overton detailed payment-arrangement options (including multiple arrangements and extensions tailored to customers' situations), a network of 59 community partners for referrals and funding assistance, and new canvassing pilots that take staff directly into high-need ZIP codes to increase enrollment and outreach ahead of hot weather.

On 311 operations, Overton said staff have proposed efficiency-driven reductions in late-night hours when call volumes are minimal, but stressed there are no planned reductions to MVR services and that overnight emergency calls will be bridged to 911. Councilmembers requested the outreach materials used during canvassing and asked staff to provide data on traffic and cost-effectiveness of in-person service centers during upcoming budget discussions.

Overton also described awards for the MVR and CAP programs and said CAP provides utility billing discounts (up to $1,400 combined across utilities) as well as a one-time emergency funding program for customers in hardship. Committee members thanked staff for the programs and requested follow-up materials and data for the budget process.