Customer Affordability in Action: What Utilities Can Do Now and What Comes Next

Building a Broader Customer Affordability Strategy

Utilities are facing growing pressure to address customer affordability as rising costs, grid investment, and evolving customer needs drive bills higher. Our Affordability Guide explored how utilities can embed this priority into strategy, operations, investments, and the customer experience.

Building on that perspective, the focus now shifts from defining the affordability challenge to identifying where utilities can act. These 10 actions span near-term opportunities, such as increasing program participation, reducing enrollment barriers, and improving high-bill interventions, as well as longer-term changes to rate design, capital planning, and enterprise strategy.

Download the infographic to explore where your utility can act now and what to build toward next.