Greg Wukasch

Manager-External Affairs

The Story of Uplift: Helping our Neighbors in Need

February 24, 2023

SAWS Affordability

History of the Program

• The original discount program began in 2001 and was named the Water Meter Discount Program.
• Plumbers to People began in 1994.
• Project Agua began in 2000.
• Laterals to People started in 2003.
• Uplift Assistance Program began in 2023.
• Moved to External Affairs in 2006.

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Updating the Program

Why make a change?

• Connotation of the word “affordability”.
• The need to reduce the enrollment process for our customers.
• “Sustainable Affordability”.

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• Two studies were undertaken in 2017.
• One was done in-house in collaboration with our Finance and Continuous Improvement & Innovations Department.
• One was done externally in collaboration with the Texas State Demographer (Dr. Lloyd Potter) at University of Texas San Antonio (UTSA).
• Both studies gave us estimates that were consistent with each other and provided a range of potential families in need (67,000 to 75,000 potential families).

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Population Study

The Starting Point��

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Getting Started�New Outreach Strategies��

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• Rebrand of our assistance programs to tell a better story.
• Take a more holistic perspective of our assistance programs, not piecemeal.
• Move us from program operation to a more “neighbor centric” approach.
• Utilize/Develop automation processes to keep our service sustainable.

Creating the “New Affordability”

Strategies��

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Launch of Uplift�October 2018���

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Uplift

Helping Neighbors in Need

The goal is to make sure no family ever needs to be disconnected because they can’t afford to pay their water bill. Uplift has been designed to:

1. Provide a simplified on-line application.
2. Reduce the stress of the enrollment process for customers by offering one application with 14 “touch points” for payment assistance.
3. Multiplying assistance through partnerships.

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1. Simplified On-Line Application�www.saws.org/Uplift���

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2. Customer “Touch Points”

*Affordability Discount

Reduces a customer’s water bill $4.90-$28.35 per month

Plumbers to People

Helps residential customers repair leaking plumbing fixtures in their home

Senior Citizen Billing

Waive late payment penalties for customers 60 years and older

Leak Adjustments

Removes charges for “lost water” if the customer has a leak repaired by a licensed plumber

Agency Referrals

Helps connect customers to local agencies that can provide additional assistance

Project Agua

Payment assistance up to $115-every 6 months

Disability Billing/Veterans

Provides a payment extension to residential customers who receive disability income

Laterals to People

Helps residential customers repair the sewer lateral from outside the home to the property line

Payment Arrangements

Allows the customer to work out a payment plan for past-due account balances

Meter Trip Fee/Service Fee Reduction

Lowers the amount SAWS charges for sending a technician to disconnect water service due to non-payment

Domestic Violence Waiver

Allows victims to open a new service account without paying a security deposit

WaterSmart

An on-line tool that helps customers watch their water use

Reduced Deposit

Lowers the security deposit amount for new customers who qualify

Courtesy Hold

Prevents water service from being shut off while the Uplift application is being processed

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3. Multiplying Assistance through Partnerships�

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Neighbors in Need

“We can never forget that these aren’t just numbers. Each number represents a real family in need.”

–Gavino Ramos, SAWS Senior Vice President Communications/External Affairs

Uplift is really a story about people. It’s about…

1. Assistance that matters
2. Work that matters
3. Trust that matters

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ADP Program Enrollment Comparisons: 2012-2022�Assistance that Matters

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Project Agua

Emergency Assistance Program-Assistance that Matters

• Project Agua began in 2000.
• By the end of 2002, Project Agua had received $1,010,000 in contributions from four major corporate donors to begin the program.
• Today, we give out over $400,000 in annual assistance for those neighbors in need.

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Project Agua Program Enrollment Comparisons: 2017-2022�Assistance that Matters

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Project Agua Financial Assistance: 2017-2022�Assistance that Matters

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Plumbers to People

Plumbing Assistance Program-Assistance that Matters

• FIRST water conservation program in San Antonio, developed in 1994 to prevent a cycle of water waste and water shut-offs for households.
• Provides plumbing repairs for qualified customers to maintain affordable water bill.
• Recent improvements has been a proactive analysis of usage at eligible homes so that we reach out when the usage spikes.

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Plumbers to People 2017-2022�Assistance that Matters

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Laterals to People

Plumbing Assistance Program-Assistance that Matters

• Started in 2003, the Laterals to People program helps to provide assistance to “needy” customers who lack funds to repair a health and/or safety problem with their sewer lateral system.
• Our Uplift Mobile Team makes on-site contact with the customer ensuring they understand the work about to be performed.

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Laterals to People 2017-2022�Assistance that Matters

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Work that Matters

• 2 Affordability team members in 2015
• 10 team members today
• Dedicated Uplift mobile team

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Rebecca Gonzalez��

Mary Jane Villalobos��

Peggy Conerly��

Norma Hernandez

Milagros Gomez

Kazzandra Cerda

Teresa Castillo

Cheryl Gray-Smith

Miguel Ruiz Chavez

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Trust that Matters

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“Sustainable Affordability” Never Stops

• An additional study was conducted in 2021 to identify Uplift penetration within the city (zip codes, council districts & low-income census tracts) and to determine next steps.

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Uplift Assistance Program

New for 2023

• Replaces the Affordability Discount Program with a separate rate structure with no monthly charges for the first 2,000 gallons of water for those who qualify.
• All current ADP customers will be automatically enrolled in the new Uplift Assistance Program.

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Uplift: Helping our Neighbors in Need

Greg Wukasch

Manager-External Affairs

The Story of Uplift: Helping our Neighbors in Need

February 24, 2023