2010 CARE Recertification and Post-Enrollment Verification (PEV) Non-Response Study FEBRUARY 27,...

2010 CARE Recertification and Post-Enrollment Verification (PEV) Non-Response Study

FEBRUARY 27, 2012

www.travisresearch.com

12-022(02-22-12)

PREPARED FOR:

22010 CARE Recertification and Post-Enrollment Verification (PEV) Non-Response Study ~Presentation of Findings

WHAT IS CARE?

CARE (California Alternate Rates for Energy)

The CARE program provides a monthly discount on energy bills for income-qualified households and housing facilities. Qualifications are based on the number of persons living in the home and the total annual household income.


CARE PROGRAM GUIDELINES

PG&E bill in customer’s name

Live at the address where the discount will be received

Not claimed as a dependent on another person's income tax return (other than spouse)

May not share an energy meter with another home

Household meets the program income guidelines

Customer must notify PG&E if the household no longer qualifies for the CARE discount

Customers may qualify for the CARE program if:

1) They participate in any of several public assistance programs (e.g., Medicaid, Medi-Cal, Food Stamps), or

2) Household income meets the program income guidelines (adjusted depending on household size).


CUSTOMER CHURN AT KEY TOUCHPOINTS

1. Post-Enrollment Verification (PEV) Approximately 4% of enrolled

customers selected for PEV annually

Required to provide proof of income or participation in other qualifying program within 90 days

Process: Letter Reminder call at 45 days Reminder letter at 60 days

If no response within 90 days, removed from program

In 2009, 34,000+ selected…47% did not respond…6% responded but didn’t qualify

2. Recertification Enrolled customers required to

recertify every two years (or four years if on fixed income)

Can complete recertification application or recertify via automated phone call

Process: Letter Monthly automated phone calls Final reminder letter

In 2009, 317,000+ requested to recertify…82% successfully recertified…nearly 18% did not

____________________________

Note: Communication in four languages: English, Spanish, Mandarin/Cantonese, Vietnamese.


RESEARCH BACKGROUND / OBJECTIVES

PG&E continually looking to maximize participation in CARE program.

PG&E interested in better understanding the reasons for losing customers at:

1. Post-Enrollment Verification (PEV)2. Recertification

Research Objectives:

• Uncovering root causes that lead to being dropped from CARE (either through Recertification or PEV)

• Identifying ways PG&E can overcome barriers to Recertification/PEV fulfillment

• Determining how to make processes easier.


METHODOLOGY

48 telephone interviews, across three languages:

Post-Enrollment Verification

(PEV) Recertification TotalEnglish 8 8 16Spanish 8 8 16Mandarin/Cantonese 8 8 16

TOTAL 24 24 48

Conducted August 19 – October 7, 2010

Screening:

At least jointly responsible for reviewing/paying household’s energy bills

Minimum age of 18

Household formerly enrolled in CARE, but not now

No household member who ever worked for PG&E

(Spanish and Chinese language respondents) screened to ensure comfort speaking as their native language. (Speak it exclusively or at least most of the time.)


QUALITATIVE DISCLAIMER

NOTE: Qualitative interviews seek to develop insight and direction rather than to provide quantitatively precise or absolute findings. This is due to the limited size of the sample of respondents and the means by which they are recruited. It must be understood that the results reported here are qualitative in nature and not necessarily projectable to a larger population.


DetailedFindings


INITIAL AWARENESS OF CARE PROGRAM

PG&E is most frequent source of CARE program awareness:

Insert inMonthly Bill

PG&E Telephone Customer Service

“I called (PG&E) because my bill was so high. It was never that high (before) and I didn’t know how to pay it. The lady on the phone told me about the program and said if I qualified it would help me.” (Chinese Non-Recertification)

Minor awareness sources:

• Receiving a phone call from (presumably) PG&E

• Neighborhood canvassing

• Brochures at community event

• Welfare department

• Friends/family.

PG&E Employees at Payment Center


INITIAL AWARENESS BY ETHNIC GROUP

CARE awareness sources differ by ethnicity:

English Speaking

• Bill inserts

“I think it came in the bill. It was an insert in the bill explaining the program. It came several times and finally I read it.” (English Non-Recertification)

Chinese Respondents

• In-language media sources (Chinese TV, radio, newspapers)

“I went online when I heard about it on the radio, Chinese radio.” (Chinese PEV)

Spanish Speaking

• In-person at PG&E (when paying bill)

“I got a bill for $300 and I couldn’t pay it all. I went to the PG&E office. They said I might qualify.” (Spanish Non-Recertification)

Friends and family are common sources across cultures.


APPLICATION PROCESS

CARE customers complete the application through various methods:

Majority Use MailPhone Call With

PG&E Rep

Over the Phone(Especially Chinese,

In-Language)

(A Few)Online

At PG&EPayment Center

(Especially Hispanics)


Reaction to application process

• Clear and simple“It was about two years ago (Interviewer: How easy was it?) They were in Spanish and they were easy to understand. I had no problem filling them out.” (Spanish PEV)

APPLICATION PROCESS EASE OF USE

• Some (non-English) require family/friend assistance (one since she cannot read)

“I think they sent me something in the mail…really don’t remember. I think I took it to the PG&E office and filled it out in person. They helped me some.” (Spanish Non-Recertification)


IMPRESSIONS OF THE CARE PROGRAM

Modest perceived disadvantages… hardly any.

• Regret that they no longer qualify

• Perception that income ceiling is too low

• Having too many earners in the home

“It’s their selection process. Who gets to sign up for it and who doesn’t? They dropped us because they said we were making too much even though we’re unemployed. They decided our income was too high. I still can’t pay the bill.” (English PEV)

Generally quite positive

• Tough financial times

• Frees money for other uses

“In these financial times it’s hard to heat your home if you don’t have the money. It helps.” (English Non-Recertification)

“It’s good for me because I’m really struggling. I have cancer and can’t work much. I made less than $25,000 last year.” (English PEV)

P.21


DEFINING THE CARE PROGRAM

Few can define CARE in detail “I know it’s for people with low income. It helps you pay your gas and electric bill. It’s something that’s going to help them.” (Spanish PEV)

“I think they subtract about 50%.” (Spanish Non-Recertification)

“Someone called and said they were going to be in the neighborhood. They wanted to come and check out my house. Check the windows and things like that.” (English Non-Recertification)

Some confusion

• Some confuse with Energy Savings Assistance Program (ESAP)

• Others associate with Medical Baseline Assistance

• Amount of discount About half understand the program has tiers

• Only a few accurately cite the income levels

Most – especially PEV – unclear regarding the length of the program

“Up until my income exceeds the standard.” (Spanish Non-Recertification)

• Some say participation is indefinite as long as still income qualified

Non-Recertification respondents generally understand you need to recertify after one or two years.

“It’s for life. I can’t tell you for sure. Maybe it’s for life.” (Chinese Non-Recertification)

• Several believe there is no limit


RECALL OF RECERTIFICATION / INCOME VERIFICATION

Nearly all recall receiving recertification/income verification communication via mail. “I received a letter that I had to provide some

income information and then I felt my income did not qualify so I didn’t send it in.” (Chinese PEV)

P.27/28

One or two say they never received the recertifica-tion communication. “They said I would be getting an application every

year to re-qualify. They didn’t send it to me this year. For the past 4-5 months my bill came high. I called and they sent me an application. I filled it out and returned it right away but I heard nothing. I sent them three applications.” (Spanish PEV)

Some recall receiving phone calls from PG&E.

• Non-English speakers less likely to mention. “I got lots of phone calls asking me to re-enroll.” (English Non-Recertification)

“They called to see if I applied. The person who called did not speak much Spanish. She asked me about my household. (Interviewer: What else?) How much money I made.” (Spanish Non-Recertification)


CLARITY OF COMMUNICATION

Most seem to find the forms straightforward.

A few find them challenging.“No, it wasn’t clear. It was in Chinese (and) some (questions) I could understand, some I could not.” (Chinese PEV)

P.29

There is frustration expressed regarding the income verification form and the number of documents required.

“They said later that I had to provide proof of income. I didn’t understand. I called PG&E and couldn’t get through. The unemployment said you are in this bracket and can enjoy these programs.” (Chinese PEV)

At least one person found the PEV language confusing. “Put your requests in English. Not governmental

lingo. Make it easier.” (English PEV)


REASONS NO LONGER IN PROGRAM

A majority say they have higher income now.

“I was unemployed for about a year but now I have income. (Interviewer: Did you check the tables or just assume?) Once I heard the recorded phone message that listed the brackets, I knew I was over.” (English Non-Recertification)

• Unemployed now working

P.31

“When I first came to the country I had only part-time work. Now I have full-time.” (Chinese Non-Recertification)

• Working full-time

“I’m not qualified because my kids don’t live here anymore and my income is too high.” (Spanish Non-Recertification)

• Fewer people in household (thus more challenging to qualify with same income)

“I got married and now he is a part of my household. We don’t qualify any longer.” (English Non-Recertification)

• Additional bread winners added to home


OTHER REASONS NO LONGER IN PROGRAM

“When I filled it out, it made me think I may have legal problems. (Interviewer: Why is that?) I don’t think I qualify because my four kids are gone from the house. If I apply and don’t qualify, PG&E might think I lied.” (Spanish Non-Recertification)

“The program is a good offering...people’s lives change and may not need the help anymore. I like to be self-sufficient. I don’t like to try new things. I’m kind of afraid. What if I don’t qualify? I don’t want to be in trouble with the law. No legal hassles.” (Spanish Non-Recertification)

Fear that reporting could lead to legal problems

P.32/36/33

“We are trying to get the medical benefit because our son is on a respirator at night. We applied for CARE too and got the benefit, but now they are asking for all this information. I haven’t sent in the income documents; I am confused about what to do.” (English PEV)

Apprehension that CARE participation will jeopardize other program benefits

“My bills are pretty small now. I don’t know but if the bills were higher I would try to qualify. (Interviewer: How high?) Maybe $150.” (Spanish Non-Recertification)

Energy bill lower and benefit too modest


OTHER REASONS NO LONGER IN PROGRAM (continued)

“I just try to economize. I use the fan instead of the AC, I wash clothes at night, open the windows in the evening. I don’t want to get in trouble for accepting aid.” (Spanish Non-Recertification)

Preference for conservation over financial assistance

Interviewer: Why do you think you are no longer in the program?

Respondent: “Probably because I didn’t give them enough information. They haven’t asked for more. (Interviewer: Would you fill out the form again?) Of course if it meant it would lower our bill.” (English PEV)

Customer providing insufficient information

Concern that information may be mishandled

P.33


RATIONALE FOR NOT SUBMITTING PAPERWORK

“I just didn’t fill out the application because I didn’t think I qualified. Why should I bother?” (Spanish Non-Recertification)

“I received a letter that I had to provide some income information and then I felt my income did not qualify so I didn’t send it in.” (Chinese PEV)

(As noted) Belief they no longer qualify

P.33/34

General excuses such as apathy, misplacement of paperwork, too busy


RATIONALE FOR NOT SUBMITTING PAPERWORK (continued)

“It takes a lot of time…I don’t want to use a lot of time.” (Chinese PEV)

“There are too many forms to fill out. You fill out the first form then they send you more. It’s too much.” (Chinese PEV)

The time-consuming process

PEV customers provide additional reasoning:

P.34/35/36

“My taxes aren’t done. I filed an extension. When I have them I’ll apply again.” (English PEV)

Tax returns not readily available

Self-employment income more difficult to verify

“First of all, the form should be simpler. The requirement of the income tax is hard to get for the other people in the family. They are not always present so it’s hard.” (English PEV)

With multi-wage earner households, harder to obtain income documents when filing separately

“The income request is okay…but there is a lot of personal info. If you give it, it may not be used correctly.” (Chinese PEV)

Concern regarding public disclosure

“They did ask about income. (Interviewer: Did you send?) Yes they asked me for my Social Security number and I don’t have one.” (Spanish PEV)

Having to supply new information not previously provided


PAPERWORK SUBMITTED BUT NO RESPONSE FROM PG&E

“Yes, I filled it out. I never heard anything back. I sent it back and I am still waiting.” (Spanish PEV)

“I sent the form in with all the paperwork. I called PG&E and they said they hadn’t received it. Last month, I got a really high bill. It came to $150. We went to PG&E and they sent us another form.” (Spanish PEV)

“I sent it out but never received a response. I didn’t make a phone call because I don’t speak English.” (Chinese PEV)

“I sent the form by mail and heard nothing. Then I faxed it, finally I took it to the PG&E office, but I still have not heard that I am in the program.” (Spanish PEV)

A significant number have returned the form, but have not received a response from PG&E

P.34/17/18


ENHANCING THE RECERTIFICATION / PEV PROCESS

Improve the Form Process

Execute via phone instead

More info to apply online

More visually distinctive

“Put ‘CARE Status’ or ‘Time to Renew’ on the envelope so it doesn’t look like junk mail.” (English Non-Recertification)

Include with the bill

“Don’t have the notice separate. Put it right on the bill. Other papers get misfiled or thrown away.” (English PEV)

More Personal Attention(especially Non-English PEV)

Verbal over written commu-nication

Assurance that information is safe-guarded

In-person process

More personal involvement

“If someone had called and talked to me about it, it would have helped.” (English PEV)

“People don’t have time. People who are low income don’t know how to read or write. By phone it would be easier. Call and explain the program. Many people think (that because) they are illegal (they) won’t qualify. Mexicans are used to having things explained to them. But they also have dignity and don’t like to ask for help.” (Spanish PEV)

Advertising (mostly men-tioned by Chinese)

“Advertise on the TV, Sing Tao radio 1415. (Interviewer: Anything else?) Have a sample application in the newspaper.” (Chinese Non-Recertification)

Participant testimonials

“They could ask customers to be in commercials…” (English Non-Recertification)

Better Promotions

Raising the income tiers

Less documentation – especially PEV

“I don’t think they should ask for so many documents.” (Chinese PEV)

Program Alterations


Key Conclusions and

Recommendations


KEY CONCLUSIONS

CARE very well received

Paperwork with PG&E generally clear and understandable

Many reasons for lack of CARE participation. Major causes:

• Higher/non-qualifying income

• Fear/apprehension of sharing information – especially among Spanish-speaking

• General excuses (apathy, discount not enough to justify)

PEV paperwork creates additional hurdles (time-consuming, tax return accessibility, etc.)

Significant number unsure of status since lack of communication from PG&E

Several suggestions for improving the Recertification/PEV process:

• Improving the form process (e.g., phone/online)

• More personal attention

• Better promotion

• Program alterations (e.g., raising income tier)


RECOMMENDATIONS

Ensure customers are notified regarding receipt and status of application

Expand the list of acceptable “proof of income” documentation

Provide expanded explanation for financial documentation request and communi-cate measures in place to safeguard customer privacy

Modify the bill so CARE discount more prominent

Promote online and IVR recertification

Given higher level of apprehension among lower-income Hispanics, re-double efforts:

• Bi-lingual service reps in payment centers

• In-language testimonials (available via phone or online)

• Pilot program using targeted live calls to address outstanding concerns

• Promotion of existing helpline telephone number


CARE

Date post:	15-Dec-2015
Category:	Documents
Upload:	kelton-sheren
View:	213 times
Download:	0 times

2010 CARE Recertification and Post-Enrollment Verification (PEV) Non-Response Study FEBRUARY 27,...

Documents