Powering People First: How IUCX Supports Utility Customer Assistance Through Education and Outreach

When we think about utilities, we often think of infrastructure: power lines, gas meters, water systems. But at the heart of every utility there is something more essential: people. And as winter sets in and energy use spikes, so do the challenges faced by customers who are struggling to keep up.

That’s where Utility Customer Assistance programs become more than just a service; they become a lifeline.

Across the country, utility companies are rising to the occasion, offering a range of customer assistance initiatives that help ease the burden for families in need.

These programs don’t just help people stay warm, they uphold dignity, prevent disconnection and in many cases, connect customers to broader networks of support including federal, state and local resources.

From payment plans and crisis grants to partnerships with nonprofit agencies and social services; these efforts reflect a growing commitment within the industry: utilities are not just providers of service; they are partners in community well-being.

Enter IUCX: A Platform for Deeper Understanding

Recognizing the complexity of these programs and the need for better awareness and implementation, IUCX is stepping in with purpose.

At this year’s Deep Dives in Tampa, FL, IUCX is shining a spotlight on Customer Assistance. The session brings together professionals from across the industry to explore the strategies, challenges and evolving solutions that make these programs effective and equitable.

More than a panel or presentation, the Deep Dives is an interactive, solutions-driven discussion designed to unpack what real community support looks like when the stakes are high and the temperatures are low.

Why This Matters

Customer assistance isn’t just a box to check. It’s a reflection of who we are as an industry. It’s about understanding that behind every account number is a human story—one that might include job loss, health issues or temporary hardship.

By supporting education and peer learning around these efforts, IUCX helps utilities move beyond reactive models and toward proactive, inclusive service, where innovation and compassion go hand in hand.

As we head into another winter season, the conversation around utility affordability has never been more critical. Thanks to forums like IUCX’s Deep Dives, that conversation is growing deeper, smarter and more impactful, just when we need it most.