The record regarding a CRP Home Comfort budget for 2018-2020 Proposed Resolution: USECP is insufficient for us to evaluate at this time. See the Projected Needs section below for a discussion of the concerns regarding the PGW Needs Assessments Assessment methodology and calculations. 3. CARES CARES program helps customers with special circumstances (e.g., PGW’s unemployment, family emergencies, and age-related issues) by providing referrals to internal and external organizations or programs for assistance. The CARES program consists of two and case management. Quick-fix cases involve components: “quick-fix” referral-only services to help customers resolve issues affecting their ability to pay their gas bill. Case management goes further by providing follow up services and ongoing monitoring of the situation. CARES services are available to any customers customer’s with (1) income at or below 150% of the FPIG who are experiencing difficulty paying their bills, (2) a personal crisis that is likely to lead to a financial crisis, or (3) a valid protection from abuse (PFA) order. Clarification Requested Tracking Quick-Fix Referrals – In its Revised 2014-2016 Plan, PGW reported that enhancements were being made to the CARES program to allow ongoing tracking of quick-fix referrals. Revised USECP at 20. In the Amended Proposed 2017-2020 Plan, the Company states that quick fix referrals are not tracked. Amended Proposed 2017-2020 Plan at 27. PGW gives no explanation about why it did not implement the necessary enhancements to track these referrals consistent with its Revised 2014-2016 Plan. In its response to this Order, we request PGW to explain why it has Proposed Resolution: not implemented the system enhancements needed to track quick-fix CARES referrals
Proposed Resolution: The record regarding a CRP Home Comfort budget for 2018-2020 USECP is insufficient for us to evaluate at this time. See the Projected Needs Assessments section below for a discussion of the concerns regarding the PGW Needs Assessment methodology and calculations. 3. CARES PGW’s CARES program helps customers with special circumstances (e.g., unemployment, family emergencies, and age-related issues) by providing referrals to internal and external organizations or programs for assistance. The CARES program consists of two components: “quick-fix” and case management. Quick-fix cases involve referral-only services to help customers resolve issues affecting their ability to pay their gas bill. Case management goes further by providing follow up services and ongoing monitoring of the customer’s situation. CARES services are available to any customers with (1) income at or below 150% of the FPIG who are experiencing difficulty paying their bills, (2) a personal crisis that is likely to lead to a financial crisis, or (3) a valid protection from abuse (PFA) order. Tracking Quick-Fix Referrals – Clarification Requested In its Revised 2014-2016 Plan, PGW reported that enhancements were being made to the CARES program to allow ongoing tracking of quick-fix referrals. Revised USECP at 20. In the Amended Proposed 2017-2020 Plan, the Company states that quick fix referrals are not tracked. Amended Proposed 2017-2020 Plan at 27. PGW gives no explanation about why it did not implement the necessary enhancements to track these referrals consistent with its Revised 2014-2016 Plan. Proposed Resolution: In its response to this Order, we request PGW to explain why it has not implemented the system enhancements needed to track quick-fix CARES referrals