The Los Angeles Department of Water and Power (LADWP) is the largest municipal water and power utility in the nation, having served Los Angeles for over 100 years. The Department provides reliable, safe water and electricity to 4 million residents and businesses. LADWP also strives to provide affordable utilities to Los Angeles’s most vulnerable residents. The Department offers programs to help ease the weight of utility costs on eligible residents including the Low-Income Discount Program (LIDP) and Senior Citizen / Disability Lifeline Rate.
LADWP leadership recognizes even more can be done to connect eligible low-income residents with assistance programs and resources. The Department also recognizes the simultaneous health and economic crises spurred by the COVID-19 pandemic have impacted low-income and minority Angelenos disproportionately. Among other challenges, this has led to an increasing number of residents who now cannot afford their utilities.
In order to support Los Angeles residents and aid the city towards an equitable economic recovery from COVID-19, the Department has prioritized expanding low-income utility assistance. LADWP has a series of initiatives already in motion to achieve these goals, including leveraging relationships with other city agencies and community-based organizations to connect more customers to programs, and utilizing bill assistance funds and low-income multifamily energy efficiency programs.
LADWP will partner with FUSE Corps to host an executive fellow for one year to assess all of the Department’s existing customer touch points and design an outreach and communication strategy to better connect Angelenos with Department programs and resources. This strategy will include recommendations for how the LADWP can ensure customers stay connected to their water and electric services for which they are eligible. These efforts will help build momentum on current initiatives and allow LADWP to better allocate financial assistance to their most needy residents, ensuring equitable access to vital public services.
PROJECT SUMMARY & POTENTIAL DELIVERABLES
The following provides a general overview of the proposed fellowship project. This project summary and the potential deliverables that follow will be collaboratively revisited by the host agency, the fellow, and FUSE staff during the first few months of the fellowship, after which a revised scope of work will be developed and agreed upon by the FUSE Fellow and the host agency.
Starting in September 2020, it is proposed that the FUSE Fellow will work to quickly build deep relationships with a wide range of critical stakeholders, including staff across departments, local non-profits, and community-based organizations, to understand the current affordable – utility programs offered by LADWP and customer experience. The fellow will spearhead mapping the 10+ initiatives underway, reviewing how customer services is currently supported in each. The fellow will determine operational and consumer engagement inefficiencies within each program and the Department as a whole. The fellow will also research best practices being employed in other cities and by utility providers throughout the country to identify innovative solutions that could be implemented in Los Angeles.
The fellow will utilize this map analysis to design a framework that will guide the Department in revamping their costumer engagement and service delivery for these programs. The framework will include recommendations on how to increase overall customer enrollment and discount rates, how to recruit new participants and improve the customer experience, and how to address the root causes of suboptimal operations to transform the way LADWP employees communicate with and provide services to residents on a permanent basis. This framework should provide comprehensive and data-driven process improvement solutions. The fellow will then begin the implementation of these recommendations. Ultimately, this roadmap of innovative solutions will help LADWP to provide equitable utility assistance and support residence in their recovery from the COVID-19 pandemic.
Valid through: 10/5/2020
$100K — $150K
7 days ago