Innovations in Low Income Consumer Engagement

Published by the Low Income Energy Issues Forum (March 2017) and funded by DEFG LLC, this paper extends the solvency segment model and earlier research beyond a review of available literature include in-depth interviews with utilities offering effective and innovative programs to support their low-income customers. Findings indicate that most programs are geared to helping families who need help with acute one-time shortfalls and more needs to be offered to those with chronic difficulties with utility affordability.