In 2018, the federal government allocated over $3B dollars for the Low-Income Home Energy Assistance Program (LIHEAP) to help low-income individuals cover essential utility costs. Despite the influx of support, 31% of U.S. households have trouble paying their utility bills due to a cumbersome process (requirements to fax in paperwork, etc.).
Dollar Energy Fund, a nonprofit organization committed to helping drive awareness of low-income utility assistance programs like LIHEAP, was spending more time on outreach and follow-up to keep qualified individuals in the program rather than expanding their services.
CCL partnered with Dollar Energy Fund to pilot “Utility Connect,” an SMS-based solution designed to reduce staffing burden, recertify enrollees and ease the process for document verification.
In June 2019, Dollar Energy Fund began using the Utility Connect solution to streamline their process for recertifying current utility benefit recipients. Previous to the solution, Dollar Energy Fund was experiencing high call hold times averaging 40 minutes each with customers who were seeking re-enrollment assistance.
The initial goal of the pilot was to build a simple SMS-based tool that would enable program recipients to submit recertify to continue receiving utility benefits by directly texting in their income documents for verification. The result was a more comprehensive and effective tool that fully integrated into Dollar Energy Fund’s databases.
of customers completed the recertification screening
Customer contacts uploaded