Ameren Keeping Current and Keeping Cooling Evaluation Presentation - - PowerPoint PPT Presentation

Ameren Keeping Current and Keeping Cooling

Evaluation Presentation 2016

Evaluation Activities

Background Research Program Database Analysis In-Depth Defaulted Participant Interviews Impact Analysis

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KEEPING CURRENT STATISTICS

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Keeping Current Statistics Enrollment

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• United Way Energy Assistance Website
• Participants from 6/1/2013 – 6/30/2016

Program Enrollments 6/1/13 – 6/30/16 Electric Heat Alternative Heat Cooling Total Total 1,849 918 3,141 5,908 Unduplicated 1,659 839 2,743 5,241

Keeping Current Statistics Program Status

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Program Status as of July 2016

538 445 676 186 175 478 2,356 387 500 1000 1500 2000 2500 Approval Confirmed System Cancelled Payment Defaulted Number of Participants Electric Heat Alternative Heat Cooling

Keeping Current Statistics Demographics

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19% 16% 22% 30% 13% 18% 17% 27% 25% 13% 2% 4% 32% 33% 29% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

≤25% 26% - 50% 51% - 75% 76% - 100% 101% - 135% Electric Heat Alternative Heat Cooling

Poverty Level

Keeping Current Statistics Demographics

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18% 49% 22% 23% 56% 24% 86% 74% 1% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

% Elderly % Disabled % Child ≤5 Electric Heat Alternative Heat Cooling

Vulnerability Status

Keeping Current Statistics Demographics

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27% 8% 65% 25% 8% 67% 1% 39% 59% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Employed Retired Unemployed Electric Heat Alternative Heat Cooling

Employment Status

Keeping Current Statistics Participant Statistics

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26% 18% 13% 12% 11% 20% 16% 23% 18% 16% 9% 19% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

≤$250 $251 - $500 $501 - $750 $751 - $1,000 $1,001 - $1,250 >$1,250

Electric Heat Alternative Heat

Arrearages at Enrollment

Keeping Current Statistics Participant Statistics

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6% 40% 27% 16% 11% 1% 38% 36% 18% 7% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% $0 $1 - $50 $51 - $100 $101 - $150 >$150

Payment at Enrollment Electric Heat Alternative Heat

Payment at Enrollment

Keeping Current Statistics Participant Statistics

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6% 47% 46% 2% 1% 45% 53% 1% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

$0 Paid Energy Assistance Customer Payment Source Missing Electric Heat Alternative Heat

Payment at Enrollment Source

Keeping Current Statistics Participant Statistics

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2% 19% 20% 22% 19% 11% 7% 0% 4% 6% 45% 28% 12% 5% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

$0 $1 - $25 $26 - $50 $51 - $100 $101 - $150 $151 - $200 >$200 Monthly Customer Responsibility Electric Heat Alternative Heat Defined as budget bill minus Keeping Current credit. Customers who have a calculated responsibility of less than $10 pay the minimum of $10 per month.

Monthly Customer Responsibility

Keeping Current Statistics Participant Statistics

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89% 94% 99% 40% 70% 61% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Electric Heat Alternative Heat Cooling LIHEAP Received WAP Received

LIHEAP and WAP Receipt (Agency Reported)

Keeping Current Statistics Agency Enrollments

14 4 1 3 6 2

2 4 6 8 10 12

< 10 11-50 51-100 101-250 >500 Number of Agencies Number of Total Enrollments

Distribution of Agency Enrollments

Keeping Current Statistics Summary

• 5,241 unique customers enrolled
• 3,080 active in July 2016
• 86% of the Cooling participants active
• 29% of the Heating participants active

6/1/2013 – 6/30/2016

• 87% of heating participants below poverty
• 71% of cooling participants below poverty

Poverty Level

• Keeping Cool: all had a vulnerable member
• Heating participants: 75% had a vulnerable

member

Vulnerability Status

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Keeping Current Statistics Summary

Employment Status

Heating Participants

• 65% unemployed
• 25% employed

Cooling Participants

• 59% unemployed
• 39% retired

Arrearages at Enrollment

Averaged $800 for active participants 28% had arrears

• ver $1,000

Monthly Keeping Current Credit

Electric Heat: $71 Alternative Heat: $27

Agency Enrollments

76% completed by 2 of 16 agencies 12 agencies completed <200 enrollments

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DEFAULTED PARTICIPANT INTERVIEWS

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In-depth telephone interviews

• 25 Keeping Current Participants
• Defaulted for 2 missed payments
• $25 Visa gift card incentive to complete interview

Research Topics

• Keeping Current status confirmation
• Program understanding
• Reasons for missed payments
• Additional assistance needed and received

Defaulted Participant Interviews

Defaulted Participant Interviews

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Timing Notification Yes No Don’t Know

Before Removal Informed of upcoming removal if missed next payment 8 17 After Removal Ameren informed customer of Keeping Current removal 7 16 2 Agency informed customer of Keeping Current removal 1 22 2

Defaulted Participant Interviews

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Notification of Keeping Current Removal How did you learn you were removed from the program? Ameren removal letter 6 Ameren disconnection notice or disconnection 6 APPRISE interview call 3 Called Ameren/agency and was told 2 Ameren told customer payment was late 2 High Ameren bill 2 Removed self from program due to bankruptcy 1 Letter from unknown source 1 Agency letter 1 Don’t remember 1

Defaulted Participant Interviews

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Program Benefits

Did the program … reduce your monthly bill? …provide a reduction in the amount you owed Ameren for past bills that were not paid?

Program Provided Reduction Monthly Bill Amount Owed Ameren Yes 22 12 No 3 9 Don’t Know 4 Total 25 25

Defaulted Participant Interviews

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Action Needed to Remain on Keeping Current Program What did you need to do to stay on the Keeping Current Program?

Pay Bill On Time 22 Not Miss Two Payments 1 Understand How the Program Works 1 Pay Bill for Two Years to Pay Off Outstanding Balance 1 Speak with Ameren and Keep Them Updated 1 Speak with Someone to Avoid Disconnection 1 Needed More Time to Pay Bills 1

Some participants provided more than one response.

Defaulted Participant Interviews

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Requirements Explanation and Understanding

Did the caseworker explain what you needed to do when you enrolled in Keeping Current? Did you know that you would be removed from Keeping Current if you did not make two monthly Ameren Keeping Current payments in a row? Caseworker Explained Understood Removal Policy Yes 18 15 No 7 9 Don’t Know 1 Total 25 25

Defaulted Participant Interviews

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Reason Could Not Pay Keeping Current Bill What was the main reason that you were not able to pay the Keeping Current bill?

Did Not Have the Money 7 Unemployment/Reduced Hours 4 Forgot to Pay Bill 4 Car Issues 3 Check Came After Bill Due 2 Low/Unsteady Income 2 Deaths in Family 2 Large Past Due Amount 1 Hospital Expenses 1 Thought Bill Could Be Paid Late 1 Other 1

Some participants provided more than one response.

Probed Response Were you not able to pay the Keeping Current bill due to…

Not Enough Income 11 Other Bills 11 Medical Issues 8 Electric Bills Too High 5 None 3 Other 1

Some participants provided more than one response.

Did you or another member of your household face a change in your job at the time that you were removed?

Yes 7 No 18

Defaulted Participant Interviews

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Some participants provided more than one response.

Other Circumstances Affecting Bill Payment Were you facing other problems

• r circumstances that made you

unable to pay the bill?

Yes 11 No 14

Are you willing to discuss those circumstances that made you unable to pay the bill?

Not Enough Income 4 Family Issues 3 Home Issues 2 Had to Buy Children School Supplies 2 Paying Off an Overdraft 1 Recently Went on Disability 1 Outstanding Balance 1 Exhausted Savings 1

Defaulted Participant Interviews

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Additional Agency Assistance

Did the agency where you applied for Keeping Current provide you with other utility bill help or other types of help at the time you applied for Keeping Current?

Yes 6 No 17 Don’t Know 2 Total 25

Other Agency Assistance Did you ask the agency for other help when you were having difficulty making your Ameren Keeping Current payment? Did the agency provide any help at this time?

Assistance Requested and Provided Asked for Help Agency Provided Help Yes 12 4 No 12 21 Don’t Know 1

• Total

25 25

Defaulted Participant Interviews

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Sought Help from Organizations Did you look for help from any other

• rganizations or programs when you

were having difficulty making your Ameren Keeping Current payment?

Yes 17 No 8 Total 25

Organizations Applied to for Assistance What programs or organization did you look to for help when you were having difficulty making your Ameren Keeping Current payment?

Churches 10 Urban League 5 Other Energy Assistance Agency 3 Salvation Army 3 Private Programs 1

Some participants provided more than one response.

Defaulted Participant Interviews

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Additional Assistance

Could Ameren or the agency have provided additional help that would have allowed you to pay your bill and stay on the Keeping Current Program?

Yes 16 No 6 Don’t Know 3 Total 25

Additional Assistance

What type and how much assistance would have been needed? More Time to Pay Bill 8 Lower Electric Bill 3 Charge Less to Restore Service 1 Get Back on Program a Second Time 1 Payment Arrangements on Past Due Amount 1 Put on Budget Billing Plan 1 Help with Gas Bills 1 Total 16

Defaulted Participant Interviews

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Additional Time Needed to Pay Ameren Bill How much more time do you think you would need to pay the bill?

1-3 days 5 5-10 days 8 2-3 weeks 3 1+ months 5 Due date at end or middle of month 1 Don’t know 1

Additional Time to Pay the Bill If Ameren provided more time for you to pay the bill, would you have been able to make the payment to stay on the program?

Yes 23 No 1 Don’t know 1

Defaulted Participant Interviews

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Status Confirmation

• All aware of Keeping Current participation
• Only 8 of 25 reported receipt of removal warning for next missed payment.
• Only 8 of 25 reported direct notification of removal from Ameren or agency.

Program Understanding

• Only 15 of 25 knew they would be removed for 2 missed payments.

Reasons for Missed Payments

• Did not have money to pay bill.
• Unemployed or reduced work hours.
• Forgot to pay bill.
• Car issues.

Summary of Findings

Defaulted Participant Interviews

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Additional Assistance

• 16 of 24 stated Ameren could have provided more assistance.
• More time to pay bill
• Lower bill

Additional time to pay bill

• 23 of 25 needed more time to pay the bill.

Agency Assistance

• 12 sought additional assistance from agency & 4 received.
• 17 sought additional assistance from another organization

Summary of Findings

Defaulted Participant Interviews

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Agency should provide education to participations about requirements & benefits Ameren and Agency should provide more than one missed payment notification Ameren and Agency should provide more than one removal notification Ameren should provide additional time for bill payment Ameren should provide flexibility in bill due date

Recommendations

KEEPING CURRENT IMPACTS

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Program Impacts Research Goals

Bill credits and arrearage reduction credits received Bill payment impacts Energy assistance received Collections impacts

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Program Impacts Treatment & Comparison

Treatment Group

Keeping Current participants Enrolled between July 2014 & June 2015

Comparison Groups

Later participants

• Enrolled between July

2015 & June 2016

• No Keeping Current

benefits

Nonparticipants

• LIHEAP recipients

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Program Impacts Bill Credits

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72% 69% 63% 60% 57% 59% 55% 54% 49% 49% 47% 46%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

1 2 3 4 5 6 7 8 9 10 11 12 Percent Received Keeping Current Bill Credit by Months Enrolled

Percent Received Monthly Bill Credits

Program Impacts Bill Credits

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15% 1% 5% 3% 5% 5% 65% 36% 13% 10% 28% 13% 0% 0% 1% 99% 0% 0% 0% 0% 0% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

$0 ≤ $100 $101- $200 $201 - $300 $301 - $400 $401 - $500 > $500 Electric Heat Alternative Heat Cooling

Total Bill Credits Received

Program Impacts Arrearage Reduction

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69% 67% 61% 59% 55% 57% 54% 52% 45% 15% 4% 2%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

1 2 3 4 5 6 7 8 9 10 11 12 Percent Received Monthly Arrearage Reduction by Months Enrolled

Percent Received Arrearage Reduction

Program Impacts Arrearage Reduction

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25% 24% 21% 11% 19%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

$0 ≤ $200 $201 - $400 $401- $600 > $600 Arrearage Reduction in the Year Following Enrollment Participants with Arrearages at Enrollment

Amount of Arrearage Reduction Received

Program Impacts Energy Burden

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27% 24% 11% 22% 23% 10% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Electric Heat Alternative Heat Cooling Pre Post

Participant Energy Burden

Program Impacts Energy Burden

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Energy Burden Electric Heating Alternative Heating Keeping Cooling Pre Post Pre Post Pre Post ≤5% 2% 22% 6% 10% 20% 30% 6%-10% 23% 22% 33% 36% 42% 39% 11%-20% 32% 27% 42% 33% 31% 25% 21%-30% 18% 10% 1% 3% 4% 4% >30% 24% 19% 19% 17% 3% 3%

Program Impacts Bill Payment

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57% 45% 46% 73% 82% 52% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Electric Heating Alternative Heating Cooling

Bill Coverage Rate ≥90%

Pre Post

Program Impacts Bill Payment

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5% 20% 12% 44% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

No Payments Missed 1-3 Missed Payments Pre Post

2% 13% 21% 29% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

No Payments Missed 1-3 Missed Payments Pre Post

Electric Heat Alternative Heat

Number of Missed Payments

Program Impacts Bill Payment

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90% 88% 95% 105%

• 10%

10% 30% 50% 70% 90% 110%

Electric Heat Alternative Heat Pre Post

Total Bill Coverage Rate

Program Impacts Ending Balance

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$614 $514 $126 $196 $0 $100 $200 $300 $400 $500 $600 $700

Electric Heat Alternative Heat Pre Post

Balance at End of Period

Program Impacts LIHEAP Receipt

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67% 48% 50% 40% 34% 36% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Electric Heat Alternative Heat Cooling Pre Post

Percent Received LIHEAP

Program Impacts Service Termination

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21% 19% 8% 23% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Electric Heat Alternative Heat Pre Post

Percent with Service Termination

Program Impacts Payment Arrangements

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77% 72% 29% 28% 47% 25% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Electric Heat Alternative Heat Cooling Pre Post

Percent with Payment Arrangements

Program Impacts Summary

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• Electric Heating $600
• Alternative Heating: $145
• Cooling: $73

Bill Credits

• $331 mean for participants with arrearages at

enrollment

Arrearage Reduction

• Keeping Current – Lower Bills and Lower

Energy Burden

• Keeping Cool – Impact not significant
• Energy Burden Still Not Affordable

Affordability

Program Impacts Summary

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• Keeping Current
• Increase in payment regularity
• Increased coverage rates
• Fewer missed payments
• Decline in balance

Bill Payment

• Reduced LIHEAP Receipt

Assistance

• Keeping Current
• Reduction in collections actions
• Reduction in service terminations

Collections

FINDINGS AND RECOMMENDATIONS

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Findings & Recommendations Program Design

Keeping Current/Cooling Serve Vulnerable Households

• 94% had elderly, disabled, or young child

Keeping Current participants have had significant bill payment problems

• Many enter with high arrearages

Alternative heat credits significantly lower than electric heat credits

• Alterative heat customers had higher monthly Ameren payment responsibilities and burden
• Agencies should refer these customers for weatherization based on usage
• Ameren should consider higher monthly credits for alternative heat customers

Participants removed if one day late on second missed payment

• Ameren should provide additional time for bill payment

Paycheck or benefit schedule may not match Ameren bill due date

• Ameren should work with customers, especially those on fixed incomes, to select a bill due date

that matches paycheck/benefit schedule

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Findings & Recommendations Implementation

Defaulted participants were confused about Keeping Current requirements

• Agencies should provide additional education to participants about requirements and benefits

Many not aware that they received notice of missed bill

• Ameren and the agency should provide more than one notification to the customer following one

missed payment to let them know they will be removed if they miss an additional payment

Several not aware that they were removed from Keeping Current

• Ameren and the agency should provide more than one notification to the customer that they have been

removed from Keeping Current for missed payments

Only two of the agencies were very active in Keeping Current

• Ameren should provide additional follow-up with local agencies to determine what additional support

is needed to enroll customers

• Agencies who continue to be inactive participants should be removed from the program.

Participants are significantly less likely to receive LIHEAP following enrollment

• Ameren should provide additional emphasis to agencies on the requirement and assist customers to

enroll in LIHEAP and WAP

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Findings & Recommendations Impacts

Reduced collections actions and service terminations Reduced LIHEAP receipt Improved payment regularity and bill coverage rates Improved affordability, but still high energy burdens

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Findings & Recommendations Alternative Program Models

Percentage of Income Payment Program (PIPP)

Targets specific energy burden Higher cost Concern about increased usage

Fixed Credit Program Based

• n Percentage
• f Income

Targets specific energy burden Factors in LIHEAP benefit for electric heaters Reduced concern about increased usage

Percentage Discount

Can target higher discounts to customers with lower poverty level

• r greater burdens

Customers share responsibility for increased usage Easier implementation than PIPP

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