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Utility Payment Assistance: Program improvements would enable City to assist more customers

Report
We recommend the Portland Water Bureau strengthen payment assistance by collecting and using customer data and improving outreach and training. We also recommend the Water Bureau continue to study how assistance could be extended to residents of multifamily housing.
Published

The Water Bureau has not used customer data to design their payment assistance program. Without data, it is unable to identify disparities, tailor assistance to meet customer needs, focus outreach or measure the impact of assistance. Payment assistance is not available to residents of multifamily housing since most residents of multifamily pay for their water, sewer and stormwater as part of their rent rather than directly to the Water Bureau. We recommend the Water Bureau strengthen payment assistance by collecting and using customer data and improving outreach and training.

View our audit report and recommendations

View the audit highlights

Contact

Jenny Scott

Performance Auditor III