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Published on Wednesday, November 28, 2018

City of San Antonio, technology partner Kinetech launch new online application for residents seeking emergency utility bill assistance

CONTACT: Roland Martinez, (210) 207-5920


SAN ANTONIO (Nov. 28, 2018) – The City of San Antonio’s Department of Human Services (DHS) announces the availability of a new, Emergency Utility Bill Assistance online application, which is at The online application, which was demonstrated this morning, simplifies the previous paper-based process by eliminating the need for residents to print and photocopy supporting documentation (photo ID, proof of income, CPS Energy or SAWS bill), and mail documents or visit the Willie Velasquez Center to obtain assistance. Instead, residents can now complete the application online and upload required documents using their smartphone or tablet’s built-in camera.


“We have found that most of our clients today have a smartphone, even if they don’t have a computer,” Human Services Director Melody Woosley said. “We wanted to make it easy for residents to use that phone to apply for the assistance they need.”


The new online application is the culmination of the inaugural CivTechSA residency program, collaboration between the City’s Office of Innovation and Geekdom. CivTechSA coordinated a 16-week residency in which city departments pitched their challenges to be solved by local technology firms. Kinetech Cloud, a Geekdom-based custom software-as-a-service provider, was one of two businesses selected for the CivTechSA residency.


The emergency utility assistance program helps the city’s most vulnerable residents during times of need to avoid power and water service shut-offs whenever possible. The average annual income of applicants for assistance is approximately $14,000. The program processes over 10,000 applications annually, administering approximately $2.4 million in CPS Energy bill assistance and $400,000 in San Antonio Water Systems (SAWS) credits. Human Services works closely with CPS Energy and SAWS to apply the assistance credits to the bills of eligible residents in need.


“The new online application system allows our staff to provide real-time updates to clients.  When a family faces utility disconnection, time is of the essence. This application allows for faster communication with clients, to help complete their application and keep utilities connected,” Woosley said.


Additional benefits of the application include a self-service portal where applicants can check the status of their application, view the average processing time for the past thirty days, and receive automated notifications each time the status of their application changes. 


“Virtually every industry is being impacted by technology and local government is no different,” said Michael Guido, CEO of Kinetech. “The majority of population growth over the next fifty years will occur in urban areas. Cities must invest in infrastructure and digital services to address this growth in a sustainable way.”


The DHS solution aligns with San Antonio’s Smart City Initiative – to have San Antonio be connected, inclusive, and resilient. Interested citizens can find out more at

Categories: City News, Human Services